CONTACT

It is very important to maintain contact with the customers in your data basis. While seeming to be obvious to most, it is staggering the number of Companies that fail to do just that. It costs in advertising dollars to obtain a customer the first time but when there are subsequent service trips the advertising cost is eliminated thus making the return trips more profitable There should be contact with customers at the very minimum on an annual basis. They may not require your services at that time but the importance of keeping your name in front of them is the side benefit of the contact and should not be overlooked. This contact may be made in a variety of ways: Via phone. The least palatable in our opinion and bordering on invasive. We all receive spam calls every day on a variety of topics, scams, etc. Don’t let the contact of your customer fall into that category. Via text. Permission should be received from the customer for contact in this manner. This method is suitable for the day of a service appointment but may not fall into the category of acceptable for any other reason on any other occasion. Via “snail mail”. Yes, companies still mail literature to their customers. With this approach, you are putting a tangible piece of sales literature into their hands. An enticement of a promotional discount may produce immediate results. Via E-mail. While certainly cost effective, this method is also akin to phone and text contact. Customers should be asked if contact by e-mail is acceptable. Additionally, there should be a method for the customer to unsubscribe if they do not wish to receive further e-mails. Respect the privacy of your customer and contact them with their privacy in mind. Related Articles and Information: ABCs of Advertising Advertising - the Essential Element Advertising the Bane-Clene Way Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business Why Doesn’t My Advertising Work? Related Carpet Cleaning Business Products: Advertising Handbook for Carpet Cleaning Companies Gift Service Certificate Just A Reminder Postcard Thank You / Reply Card 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

CORRESPONDENCE

Correspondence, communications and messages come in many forms including text messages, e-mails, “tweets”, Facebook posts just to name a few. While these may be appropriate for personal contact they should not be deemed suitable for business correspondence. As business professionals there are times when we need to send correspondence to a customer or prospective client. This may be necessary as a follow up, a proposal or dealing with a problem or other issue. Writing letters may or may not come naturally to people. In fact, some view the possibility with extreme dread. We often times expend many hours a week on the phone talking to customers about various issues. So, if you find talking on the phone fairly easy, why not transfer your phone techniques and etiquette into a letter? The reason for a letter may exist for a variety of reasons. Is it an apology? Is it an answer to a question or multiple questions? Is it a followup to a proposal? Whatever the purpose of the letter, there should be an opening salutation addressing the person to whom the letter is intended and the reason for the letter. The body of the letter should then address the subject matter of the letter. If there was a problem or issue, then a solution should be outlined with all the necessary and pertinent information and a time line for completion. Avoid being vindictive or assessing blame even though that is quite the popular trend these days. Whatever the purpose of the letter is, the information and the response should be kept as simple as possible avoiding any unnecessary words or descriptions. Normally in correspondence, the more said may be too much and the less said may be just the right amount. The correspondence should be proofed, thus allowing for the correction of any spelling or grammatical errors. Additionally, all correspondence should be reviewed and scrutinized before sending. Finally address and send the correspondence via “snail mail” as this will add that personal touch for the recipient. Related Articles and Information: Customer Service in the Carpet Cleaning Industry Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business The Customer Is (Still) Always Right Related Carpet Cleaning Business Products: Just A Reminder Postcard Thank You / Reply Card 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