EFFECTIVE COMMUNICATION

Whether talking to family, friends, co-workers or customers what we say and how we say it hold the key to effective communication. Using the proper word or phrase will make all the difference. Here are but a few examples. May I? Asking permission puts everyone at ease. I’d like your advice. Shows respect for the person's opinion. I’d like your help? Implies the person has the ability to be of assistance. Because of your experience. Indicates the person has been there, done that. I know you’re busy. Shows appreciation for their time. Please. Thank you. The last two on this list are generally considered the most important. The use of these and other key words and phrases will show sincerity, respect and lead to effective communication. 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

BALANCE

The rapport you establish and the approach applied with customers requires balance. Typically there are different styles. Some people are pleasant and friendly. They may even be gregarious and extroverted. However, that may not be the approach with all customers, who may feel more comfortable in a formal business setting. They may feel this type of style means the person is not really serious about what they do or sell. The opposite approach is to totally take control of a situation. A person with these attributes will be self-assured, aggressive and may even appear bossy. This approach will generally work with certain customers. But more than likely alienate the majority of the customers. Customers want to be sold but not be dictated to. Most people can claim some of both of these types of attributes. So what might be the proper balance? Sales people should take the time to evaluate their own attributes. Being self aware of yourself and what style you possess and what style you want to present. Play to your strengths and avoid your weaknesses so that you present the perfect balance in order to increase sales and profits. 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

STAY AHEAD

We obviously live in an age of information. In order for a service business to Stay Ahead and be successful and therefore profitable, it needs to avail itself of the latest and the best information. Most information is gathered by two methods. Formal information is generated through market surveys and testing in house. Informal or practical information is gathered from customer feed back and by those using the products and or equipment in the field. Formal information is all well and good but it has its draw backs. It usually tends to be costly and also time consuming. So let’s concentrate on informal information. Customer Service Representatives (CSR) should spend as much time as needed fielding customers questions, concerns or comments. In coming contact whether by phone or e-mail provides a wealth of information. CSR’s should also “seek” information by asking the right questions. Such as: Did the service meet your expectations? If so, what did you like? If not, what was wrong? Customers normally like to be asked their opinions (surveyed). This conveys to them that they are involved and important. That said, be sure to inquire from them, if they have the time to talk (respond). On the surface, these informal conversations may seem unimportant to a business. However, they are actually the life blood of a service business and helps it Stay Ahead. 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

IRRITATING

We have all at one time or another been in the presence of a person who is or who we felt was irritating. It is important when communicating with customers or prospects either in person or over the phone that we make a favorable impression. Here are some “habits” that might be attributed to someone who could be considered irritating. Is the person speaking too fast or in such a manner that prevents others from clearly understanding what message is being conveyed? Is there an overuse of “hmm” or in general “pauses”? Do they “talk with their hands” by constantly gesturing and waving their hands about while they talk? Does the talker imply that the listener isn’t able to grasp what is being said by uttering phrases like “Do you understand?” or “See what I mean?” Do they constantly look at their watch implying they don’t have much time to talk? Do they act like they have known the person for a long time by addressing them by their first name? Even though they have just met? Does the talker overly compliment therefore leading the listener to believe they are not sincere? This evaluation and the subsequent “tagging” of the talker as irritating might seem arbitrary and harsh. However, it could also serve as a self-evaluation so we don’t become someone whom we feel is irritating. 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

RUDE DRIVERS

Service units that are well lettered and clean are tremendous assets to a company in regards to public relations and advertising. Unfortunately, the reverse can be true. Take the example of a cowboy driver jockeying a van in and out of traffic with the company name readable a block away. How many prospective customers do you suppose could be adversely affected by his or her wild and potentially dangerous ride? Or, how about the van that double parks and blocks a lane of traffic while the driver goes into a store to pick up an order? Then, there’s the driver who won’t let the car out of the parking lot into a lane of traffic. The list could go on almost indefinitely. The results are guaranteed to be the same in every instance. Those people denied an entrance to a traffic lane, cut off, or scared half out of their wits, will certainly remember the slogan and name on the side of the vehicle.… Call ‘Us’ On The Carpet®. Therefore, they never will unless it’s to admonish the Company for their drivers’ behavior. A professional driver is courteous, cautious, obeys speed limits and is always watchful for others who may not be driving that way. On the operational side, a professional driver always checks the gasoline, oil, water and tires of the vehicle before leaving the garage. That vehicle will be responsible for all of the income earned that day and a good driver will extend the proper and necessary time to ensure that the vehicle will function properly all day. Reckless driving and careless maintenance are the signs of immature drivers and people who really don’t care about their profession or perhaps a combination of both. As owners, we should do our best to be sure our drivers are living up to and demonstrating the desired image of our Company. Related Articles and Information: Advertising - the Essential Element Advertising the Bane-Clene Way Image in Carpet Cleaning Decals for Carpet Cleaning Trucks and Vans Vehicles - Trucks and Vans for truck-mount carpet cleaning equipment 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