PHONE COURTESY

Many times the lack of professionalism in overall phone courtesy is very apparent. We have all been on the receiving end of wanton ineffective and or lackadaisical answers to our telephone inquiries. That said, let's look at what we should do to avoid the same situation in our companies. Companies who seek growth and continued success by having a trained, knowledgeable “live” person answer their telephones will schedule more appointments for more jobs than their competitors who use machines or answering services. We must always stay vigilant and not allow our companies to be allowed to fall into poor phone courtesy and etiquette. Consider these guidelines for effective and successful phone courtesy. You should always identify your company by name and thank your customers for calling - adding your own name is a further enhancement. The phone call must always take immediate precedence. Stop what you are doing and give your customer your undivided attention. Do not rush your customers; their interests and questions are very important to them. Do not be too busy to be friendly, even before you know that you are speaking to a customer. Do not leave customers “hanging on hold.” A return call is preferred when you cannot immediately communicate with the client. Utilize the common verbal courtesies, i.e., “May I please schedule an appointment for you?” or “Thank you for choosing to call our company.” Many industries have competent representatives when it comes to doing the actual work; however, many of those lack phone courtesy. Set yourself apart from your competition by always adhering to the highest standards in phone courtesy. Related Articles and Information: Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

COVERED UP OR DISORGANIZED?

If you are covered up and that is true, never tell your customers how busy you are. No one wants to hear that. They are busy too. Besides, if you continue to tell them how busy you are they may fear that you will not do a good job because you are either tired or rushed. You can say that you have had an unexpected surge in business and you will do your best to schedule their job at their convenience. Try offering them several appointment times and days before they have a chance to say when they want it done. This way you may avoid them asking for a time and day that you may not be able to accommodate. Is it possible you are not covered up but in reality you may be disorganized? Disorganization not only cuts into profits but ultimately it may be a cause for a business to fail. In order to properly run a business there must be standard operating procedures and rules that allow for the smooth performance of day to day tasks and obligations. Employees must follow these rules and guidelines that should guarantee proper performance of their job and therefore achieve the ultimate goal of customer satisfaction. Being covered up is bad enough but allowing it to lead to being disorganized is a recipe for failure. Related Articles and Information: Customer Service in the Carpet Cleaning Industry Eleven Commandments of Good Business - What is a Customer? The 15 Factors of Success in Carpet Cleaning Business What Makes a Company Successful in the Carpet Cleaning Business? Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

SMALL BUSINESS

Running a Small Business is hard. Statistics show that many small businesses fail in the first 5 years. They may be service, retail, wholesale, manufacturing or any one of a number of industry types. Why is this? Are there common denominators regarding these businesses? Let’s explore some of the most common reasons. Under-capitalization. It takes some time for a new company to establish itself in a community or a particular industry. So it is important to have an operating “nest egg” until business starts to roll in. Do all you can do to preserve your dollars. Improper planning. Create realistic and attainable goals when starting out. Everybody wants to be big but you can’t be big over night. Goals should be written and reviewed and possibly altered from time to time. Cash flow problems. It is important to track the flow of money both in and out. Failure to do so will have you spending more money than you have. Even a profitable company will run into problems, if it is short of cash. Procrastination. Do things efficiently and as needed. Don’t let paperwork or duties pile up. Putting off tasks will eventually allow them to overwhelm you. Ineffective or no marketing. Products or services do not sell themselves. Continuity in marketing is very important. If advertising dollars are limited then make cold calls, network with other businesses and or barter for goods and services. Ignoring customers. This is probably the biggest but yet most controllable reason that a business fails. Listen to your customers. Follow up with them. If you do not satisfy their needs another company will. A closed mind. We all go into business with preconceived ideas. Some are right some are wrong. Be versatile and flexible and continually search for better ways to serve your customers. Businesses that are able to control and manage these hurdles will more often than not be successful and therefore profitable. Related Articles and Information: Advertising - the Essential Element Advertising the Bane-Clene Way Building Your Own Carpet Cleaning Business Cash Flow in the Carpet Cleaning Business The 15 Factors of Success in Carpet Cleaning Business Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

SHOW RESPECT

Whether taking a service request or handling a complaint, show respect to the caller. Be polite and utilize positive and reassuring responses. If you have to put the customer on hold, ask them “will you please hold for a moment” and always remember the universal “magic” responses “please” and “thank youÏ. Quoting company rules doesn’t go over very well with a customer. Everyone knows there are rules but referring to them in almost apologetic terms will soften them and hopefully the customer’s reception will therefore be better. Using technical or industry related terms will not only alienate the customer but it is a major faux pas. The customer does not wish to become an expert in your industry all they want is good service or a resolution to their issue. That said, if the customer uses industry related terms or poses pointed questions do not shy away from them. They may have had previous experiences with other or your Company and have enough knowledge to ask relevant questions or make pointed remarks. Listening is the key to success in customer relations. By asking fact finding questions and then listening and responding thoroughly to the answers, you will Show Respect. Related Articles and Information: Complaints Customer Service in the Carpet Cleaning Industry Four Characteristics of a Successful Person The 15 Factors of Success in Carpet Cleaning Business Twenty Steps to Success What Makes a Company Successful in the Carpet Cleaning Business? Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner