IT TAKES ALL KINDS

The customers that a business comes in contact with on a daily basis come in all shapes, sizes and personalities. Some are very easy to deal with and others can be difficult. No matter their temperament, without them a business would be less profitable and possibly even fail. Customers are just like us, every day they encounter influences good, bad or indifferent that may shape the way they react in different situations. If things go badly, then people may become irritable and short tempered. Others may project a gruffness and toughness bordering on rude. Still others become indecisive, questioning and even skeptical. If you suspect or unfortunately it’s obvious that the customer is not having a good day, then do your best to turn that around. Most people are basically kind and considerate. Develop the mindset that you have the ability and confidence to change a difficult situation into a positive and successful outcome. Remember, It Takes All Kinds; don’t allow a difficult customer to alter your approach and the way you do business. Related Articles and Information: Customer Service in the Carpet Cleaning Industry The Customer Is (Still) Always Right 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

GOOD MOMENTS

Interaction with customers can be short or long; what is done with that time is extremely important. There are opportunities during the interaction to make the interactions Good Moments. A comment or two when finishing your business will help solidify your interaction. Before engaging in any “small talk,” it’s important to know your customer’s viewpoints. You don’t want to engage in topics that alienate your customer. For example, Politics and Religion are definitely not something to be brought up in casual conversation. Stick to topics that are relative to your area. For example the weather, the opening of a new restaurant or the completion of an infrastructure improvement. Customer small talk should never be considered as an irritant or a time-waster for you or them. Keep the exchange short and sweet and have it end on a positive note. Making brief moments stand out as Good Moments will enhance and solidify in building long term customer relationships. Related Articles and Information: Customer Service in the Carpet Cleaning Industry The Customer Is (Still) Always Right 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

Is the Customer Always Right?

Customers are human like the rest of us and may be wrong, even though they feel they are 100% right. However, there’s a good reason the “customer is always right” precept has been drilled into us. The reason being it is not a prudent business practice to antagonize and possibly lose a customer who believes they are right. Every successful sales or service business will proclaim that maintaining good customer relations is paramount to the growth and profitability of a company. The caveat to “Is the Customer Always Right" depends on the amount of the adjustment, refund or other compensation. If the amount is insignificant, by all means settle quickly. However, what if the the customer’s erroneous belief will cost the company an absurd amount or unjust compensation? This is where management has to weigh the consequences of losing the customer and or the blow back it will cause in refuting the customer’s claim. Winning the argument and losing the customer is never an ideal situation. Neither does capitulating, if it means a large settlement will translate to a BIG loss. So the bottom line is this - “Is the Customer Always Right”? Yes, if the amount is small, a simple refund or can be negotiated to a reasonable dollar amount or just compensation. Related Articles and Information: Building Your Own Carpet Cleaning Business Complaints Customer Service in the Carpet Cleaning Industry Eleven Commandments of Good Business - What is a Customer? There Is No Substitute for 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