EXCUSES

Organizations of all sizes are plagued with people who always have an excuse for why something did not get done or for something that happened. Excuses can be categorized as an attempt to lessen blame or to take responsibility for an action or lack of action. Deflect and blame have become blatant in the world today. Have you heard any of these before? That’s the way we have always done it. That’s not my department. No one told me it was okay to go ahead. That’s his or her job not mine. I was waiting on the boss to get back. I didn’t think it was that important. I was too busy to get to it. I thought I told you to do it. It’s (fill in a name) fault. I forgot (At least an honest excuse). Excuses are easy to give and show an inherent weakness, taking responsibility is a mark of a strong character and show leadership. 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

FIVE STAR, FIRST CLASS, NUMBER ONE?

Every city of any size has several television news shows, radio stations and other media outlets that claim to be number one. Many companies resort to similar tactics in their advertising. Airlines tout First Class passage, but all classes arrive at their destination at the same time; first class just costs a lot more, and the service is far from first class. A first class passenger stands in line, watches at the carousel so someone doesn’t steal their luggage, and endures the searches, indignities, inevitable waiting and cancellations that go with modern air travel. Restaurants print fancy menus, charge high prices and claim to be first class or five star places to dine. Even though there are many expensive restaurants, there are not many that are really first class. Arrogant maître d’s, indifferent wait staff and self-absorbed chefs who do not follow instructions are commonplace. The meaning of first class has been so diluted by advertising hyperbole that the elevated expectations of the consumer are difficult and nearly impossible to meet. Probably the oldest and best advice in the world about how to succeed in business is, “Do unto others as you would have them do unto you.” Unfortunately, too many people have developed a callous attitude and paraphrase the original biblical success formula with, “Do unto others before they do it to you.” In our carpet, upholstery and hard surface floor cleaning business, we strive every day to be as first class as possible and diligently strive to achieve five star reviews without pounding our chests and proclaiming to be the greatest, the best or whatever. We’ll never be perfect, but we will keep striving for perfection. We’ll never satisfy all customers, but we will continue trying and strive to give them the best service we are capable of delivering. We want our customers to leave reviews on various social media platforms declaring that they proclaim we are worthy and have achieved a Five Star Rating. It’s up to them to declare us First Class and therefore deserve a Five Star Rating. Related Articles and Information: Customer Service in the Carpet Cleaning Industry 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

CUT YOUR PRICE?

There is one thing that all businesses which fail have in common. Their last official act before they go out of business is to cut their prices and have a big sale. When you consider cutting your price for any reason, consider some of the consequences. Cutting the price means that you must make many more sales in order to maintain your gross profit margin. Another drawback is that people who expect high quality do not usually look at a low price as a major consideration in a buying decision. In fact, low price may turn off the person who is seeking a high quality service. There is no quicker way to alienate an existing customer than to advertise a lower price than they just paid to you for service. A service cannot be built in advance, stored in a warehouse and then put on sale. Services must be constructed one at a time and after the order is taken. Service cannot be mass produced or purchased in quantities that can result in volume or lower prices. A cut in price may lead to a cut in quality, and this approach will drive away long-term customers. Cutting prices opens the door to a reputation as a price merchant. In the service industry, there is a market for that level of product, but a company cannot compete in both the low price and the high quality markets. It must be one or the other. A true cut in the price of a service means that there must be corollary cuts in overhead, quality, service or all three. So, if you intend to cut prices then do it by reducing overhead. Cutting quality or service is a recipe for disaster and subsequent failure. Related Articles and Information: Cash Flow in the Carpet Cleaning Business Cut Your Prices for Cleaning Carpets and Other Services? Pricing for a Profitable Carpet Cleaning Business Pricing Your Carpet Cleaning Service 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

WHY DO CUSTOMERS COMPLAIN

Why would a customer go into a tirade over what might be an insignificant problem? They may be suffering from a malady known as “service burn-out.” The consumer is under attack from an assortment of forces. Family commitments, business problems, salespeople calling on the phone, spam calls and e-mails may lead to frazzled nerves. Government bureaucrats and their inefficiency combined with auto repair centers, plumbers, electricians, carpenters and even carpet cleaners is an assault on peoples’ senses that has existed for decades. Expectations of the consuming public have been elevated by the puffery that is so common in advertising today. Then after a siege of bad experiences and unfulfilled promises, you may receive the mother lode of vented anger over virtually nothing at all. Try to be understanding. The caller who vents excessive anger is usually remorseful, repentant and may become one of your best customers in the future. If there is some validity to their complaint, and there may be, tell them what you intend to do for them and give them a definite timetable of events. Even if the current action is only in making an appointment to inspect the complaint. Try not to put the caller on hold or to transfer them unnecessarily. Definitely do not hang up or disconnect them. Let them talk until they are finished. If they raise their voice, then lower yours. Speak very softly, slowly and distinctly and always with a tone of respect for their problem. If the caller continues to speak in harsh and loud tones then politely say, “I can’t help you at all if you speak to me like that.” Most importantly of all, after action is taken to rectify the problem, follow up to be sure the customer is satisfied. Why do customers complain? Because they have had either a bad experience or are fed up with being ignored when they have a problem. Related Articles and Information: Customer Complaints - How Professional Carpet Cleaners Should Handle Customer Service in the Carpet Cleaning Industry Mistakes Professional Carpet Cleaners Make Too Often The Customer Is Always Right Twenty Steps to Success 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