We have all done it. In an apparent attempt to “dodge the bullet” we offer some excuse.
Whatever the reason or problem is customers do not want to hear excuses. They have their own issues and problems don’t add to them. First order of business is an apology. No matter if the problem was caused by you, your company, an outside source, traffic, the bogeyman, etc. Whoever is responding to the customer should be adept at handling this type of issue. Their responses to the customer should remain positive and reassuring. If necessary or warranted, an offer should be made for a discount or perhaps the free application of carpet protector. It is important to salvage the situation or you may never have the opportunity to work for that customer again. 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
|
Friday, July 28, 2023
NO EXCUSES
Friday, July 21, 2023
RULES AND PARTICULARS OF THE CLEANING BUSINESS
Every company has rules and most of them have come about because of something that has happened. Many times people can’t remember why a particular rule was initiated. They just do it because it has always been done that way. You should be cognizant of the concept that rules need to be reviewed periodically and changed or updated if necessary to meet prevailing or new circumstances. The worst scenario is when a rule is circumvented because someone thinks it is not important. Unfortunately, finding out the hard way that a broken rule can be very costly. In fact, the most important rule is not to break a rule. Related Articles and Information: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
|
Friday, July 14, 2023
Good Service
To no one’s surprise, good service has become an oxymoron. Certainly the pandemic attributed to thousands of businesses failing; however, every year many fail as a direct result of bad service. The finest chef in the world can’t ensure success of a restaurant if the servers are inattentive and unpleasant. Customers expect the food to be good. The winners are those who are giving the customer what they expect, good food plus qualified and cheerful service. Bad service from the wait staff will undermine good food. Department stores at one time were the very essence of good service. Today with their central check-out points and lack of staff, they are barely better than a big-box discount store. Meanwhile, specialty shops giving personal attention continue to thrive. Then we have the epitome of bad service; the bureaucratic government has continued to get worse. With the advent of automated phone answering systems and then having to navigate menus by pushing multiple prompts sometimes leaves the caller in an endless loop or so exasperated they just hang up. Utility companies, banks, insurance companies and other large firms have “joined” this way to make customer contact difficult. Customer Service Representatives are “hiding” behind voice mail and just trying to talk to someone has become a quest. Consider yourself lucky if they return your call after just one message. Carpet, furniture and hard floor cleaning service providers need to constantly be dutiful to the ways in which to better serve their customers. Certainly the actual act of cleaning is a big part of the equation. However, other parts include answering your phone promptly and efficiently, providing the proper information and answers to customers’ questions and most importantly showing up when promised. All these parts of Good Service will add up to success and more profitability for your company. Related Articles and Information:
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
|
Friday, July 07, 2023
The Five Steps To Maintaining Trucks and Equipment
Inspection Look at rolling stock and all cleaning equipment on a regular schedule. Frayed hoses, belts and other worn parts will shut down your operation when least expected. Vehicles and equipment should be inspected for overall cleanliness and appearance. Preventative maintenance Follow maintenance manuals to the letter. Oil and filter changes will extend the life expectancy of vehicles. Cleaning equipment, although needing little maintenance, should be treated the same way. Training Technicians should be trained to check engine oil and other fluid levels, maintain mileage logs and equipment hour meter readings. They should be taught to report malfunctions of either truck or equipment. Scheduling Maintenance It is important that time be allocated for routine vehicle and equipment maintenance. If possible, find a vendor that will work at night or when you have no cleaning work scheduled. Record Keeping A complete book of records on all rolling stock and cleaning equipment is valuable. It will help you determine when it is time for scheduled maintenance. Also it can serve as a guide to determine the economic feasibility of whether to replace rather than repair. Related Articles and Information:
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
|
Friday, June 30, 2023
INDEPENDENCE DAY
|
Obviously, Independence Day, the Fourth of July, is the day the United States commemorates its Declaration of Independence. The Continental Congress declared that the thirteen American colonies were no longer subject and subordinate to the monarch of Britain and were now united, free and independent states. This day historically has been marked by various activities. Among them parades, celebrations, baseball games, reunions, social gatherings, concerts and firework displays. Much has transpired over the last few years and those events and the occurrences happening now continue to affect and challenge our daily lives. We continue to face trying and abnormal times, times that continue to challenge the very fabric of America and The Republic for which it stands. We should not forget this fact, that this day marked the beginning of a long and bloody conflict to gain the Independence that our founding Fathers felt was so very important. It is what became the American Way of Life and what was so eloquently stated in The Constitution. The fact that not everyone agrees with what everyone else says is what makes America great. The fact that we are free to disagree, the fact that we are free to voice our opinion and the fact that we are free to live our lives as we see fit. As long as, we do so with honor and respect of all others and within the boundaries of the law. So as you participate in whatever you have planned for this day, take a moment to be thankful for what you have and the fact that you live in The United States of America. God Bless America!! 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
|
Friday, June 23, 2023
UNDERBID
Underbid is a word that strikes fear into the hearts of contract cleaners. We all have received that call or e-mail saying that a contract has been canceled due to the fact you have been underbid. It’s certainly a debilitating feeling when losing a large account. Unfortunately or is it “fortunately” there is always someone out there who will work for less. Sometimes when losing a large account, while your gross sales may be lower your profit margin may be higher. The reason being is that costs will be lower. Avoid lowering your charge to meet the competition. If you do that, then the Company you have the contract with will think they were being “overcharged” previously. Always strive to maintain a high quality of service, this will establish an impeccable reputation in your market area. Some of the "lost' accounts will return.. You’ll hear them say, “I just had to try them at that price.” Ultimately, they realize that the “lower” price produced a “lower” quality service. Develop a philosophy that you can’t do all the cleaning in your market, so only do the best. By staying with the highest standards of service, you will attract customers who seek the highest level of proficiency and are willing to pay a “fair” price for “high” quality service. You may even want to become selective in your clientele. This may become warranted for one and two truck operations where the number of technicians may be limited. You want your people rested and able to provide top quality, daytime service to the most affluent residential market. Residential cleaning accounts for the majority of the total cleaning production in this country. The balance (the commercial market) is inherently the less profitable night work. If crews are working day and night then quality will suffer. You will get your share of the Commercial market as many residential customers either own, manage or work for Companies. These residential clients become your emissaries of good will. No sales force could accomplish what these satisfied customers will do for you. This will allow you the luxury of working for a Commercial market that appreciates “high” quality service. When the competition works for low pay and at night, they do not do a good job in the market that seeks and is willing to pay for high quality. Simply put, a happy customer means repeat business. Related Articles and Information:
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
|
Friday, June 16, 2023
FATHER’S DAY
|
Father’s Day is June 18th.. It is a day to mark and celebrate the contribution that our Fathers have made in our lives. Many people send or give cards or gifts. These gifts are often related to their Father’s hobbies or interests. Father’s Day is a relatively modern holiday, so different families have a range of traditions. Besides cards or gifts, many Fathers receive a phone call, if circumstances prevent a family from being together. If families can get together, activities may revolve around church, since the day is Sunday. Many families will have parties or outings that honor all the Father figures in their extended family. These Father figures include fathers, step-fathers, fathers-in-law, grandfathers and great grand fathers. The Bane-Clene® family sends our love and blessings to Mothers everywhere. Thank you for reading Bane’s Blog® 
|
Friday, June 09, 2023
REPEAT BUSINESS
The initial sale is certainly important, but is not the “most critical” sale in regards to the long-term profitability and ultimately the success of your company. Initial sales while certainly profitable are not as profitable as repeat business. The sales that follow after you have earned the customer’s trust will ensure higher profits. Expenses such as marketing are not figured into the cost of repeat business as that cost was absorbed in the first sale. Generating repeat business and keeping customers go hand-in-hand. Satisfied customers will return repeatedly and will recommend you to their friends, relatives, neighbors and business associates. Keeping a customer happy is easily within our control. Here are some suggestions:
Simply put, a happy customer means repeat business. Related Articles and Information:
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
|
Friday, June 02, 2023
IMAGE
Image is generally defined as an impression of something or someone. It can be a mental image or a visual representation. A customer or prospect converses with you via phone or e-mail. They see your advertisements or they have been referred to you. Therefore they have an Image of you and your Company. So when you or your technicians arrive on site is that Image reinforced or tarnished? Image is important in business and in fact it’s vital to a Company’s success. What a prospect or customer sees on that first Image (impression) will affect present and future business dealings. A clean, well-lettered truck in someone’s driveway is not only good advertising but it is also a testimonial as well. People intuitively tend to judge people or Companies upon first impression. So what kind of impression are you giving? A dirty and battered service vehicle will lose business opportunities. A technician who is unkempt or lacks social graces will cost you repeat or referral business. If your equipment looks as though it has seen better days, it will raise doubts in the mind of the customer of whether their carpet and furnishings, etc will come clean. Personal grooming, good manners, the appearance of vehicles and equipment.… these are as paramount to your success as knowing how to do the job. What does your IMAGE say? Related Articles and Information:
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
|
Friday, May 26, 2023
MEMORIAL DAY MAY 29, 2023
|
The custom of honoring those who have fallen in battle by cleaning and decorating graves is an ancient and worldwide tradition. It was originally called “Decoration Day”. In early rural America, this duty was usually done in late summer and became an occasion for family reunions. After the “Civil War”, the practice became more prominent as America’s need for a patriotic ceremony to honor its military dead. After “WW I”, the day was expanded to honor those who had died in all American Wars. The tradition of wearing red Poppies as a symbol of this day was actually the idea of an American, Miss Moina Michael. The holiday is observed on the last Monday of May. The first national commemoration was observed on May 30th 1868 at Arlington National Cemetery. It is considered the unofficial start of Summer. One of the longest standing traditions is the running of “The Indianapolis 500” which has been held in conjunction with Memorial Day since 1911. Its 107th running will be Sunday May 28th. The preferred name for the holiday gradually changed from “Decoration Day” to “Memorial Day"; it was first used in 1882. However, it only became the most common name after “WW II” and was not declared a Federal Holiday until 1967. While the passing of an act in 1968 created 3 day weekends for Memorial Day and other holidays, it has also no doubt contributed to a general nonchalant observance by some people for this important day. We at Bane-Clene® do not take that nonchalant attitude. We realize that our great country is just that because of the dedication and countless sacrifices of the men and women who have fought and died to keep us. The Land of the Free and the Home of the Brave. 
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
|
Friday, May 19, 2023
ATTITUDE
Having an attitude conjures up different thoughts. So if someone is said to have an attitude, is that good or bad? On the negative or bad side, “having an attitude” usually means someone is being disrespectful, argumentative or arrogant. Did that person not get their way? Are they acting out because they don’t like the person or persons they are talking to or working with? Perhaps they are bored with their job? Or are they just generally in a bad mood? In the work place, “having an attitude” will affect someone’s job performance and their interaction with other employees and or supervisors. Looking at the positive or good side of “having an attitude” indicates that someone is usually easy to get a long with, they respect others and are open to new ideas or philosophies. This person makes those around them feel better and subsequently will improve others’ attitude. The winners in years to come will project and adopt a good attitude. This attitude will help them to be successful and to be leaders. 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
|
Friday, May 12, 2023
MOTHER’S DAY
|
Mother’s Day will be celebrated on May 14, 2023, in The United States of America and many other countries around the world. It is an honoring of the Mother of a family, as well as motherhood, maternal bonds and the influence mothers have had and continue to have on our society. Mother’s Day can trace its roots to ancient Greek, Roman and Christian traditions; also Native Americans believe in the tradition of Mother Earth. All of these traditions have taken on their own type of celebration and recognition. The modern Mother’s Day began in the USA in 1911. In 1914, Woodrow Wilson signed a proclamation designating Mother’s Day as a national holiday which would be recognized on the second Sunday of May. The Bane-Clene® family sends our love and blessings to Mothers everywhere. Thank you for reading Bane’s Blog® 
|
Friday, May 05, 2023
PROBLEM SOLVING
Problem Solving is easier said than done. Sometimes a problem isn’t a problem but just a simple decision that must be made. So if your decision involves a problem, then ask yourself these basic questions.
Before making a Problem Solving decision, think it through as best you can by considering any ramifications. Is it fair to all concerned? Does it replace old policy or define a new one? Is it a permanent solution? Once decided, take the appropriate action and be prepared to stand behind it. Be able to address any concerns that arise. Finally, measure the success or failure of your decision. If the decision was a failure, admit it. Be prepared to go back to the proverbial drawing board to resolve the unsolved problem. Problem Solving is considered a personal strength rather than one that’s learned through education or training. You can improve your Problem Solving skills by familiarizing yourself with common issues in your company. Also, communicating and strategizing with others who may have more experience or insight to the issue at hand may be helpful. 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
|
Friday, April 28, 2023
LEMONS OR LEMONADE
A service business or in fact any business is many things. As the saying goes, “it’s a blessing and a curse”; put differently it’s Lemons or Lemonade. Running a business is a tough and demanding job. Do we achieve the desired results every time? Unfortunately the answer is NO! Is the customer always correct in assessing our work or finished product? Probably NOT! However, when dealing with an unhappy customer, acting quickly is imperative. This affords us the opportunity to turn the Lemons into Lemonade. It is estimated that the majority of unhappy customers will do business with your Company again, if the issue is resolved in an efficient, timely and satisfactory manner. With that in mind here are a few tips:
Presuming it was, sit back and enjoy your glass of Lemonade 😎. 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
|
Friday, April 21, 2023
DECISION
The decision making process is about gathering and reviewing information. The quality of this information that is considered will obviously effect the decision. Seek information that is valid, pertinent and otherwise relative to the decision. Conversely, flawed, incorrect or incomplete information could lead to an ineffective decision being considered or worse yet implemented. Here are a few ideas that may make that decision making process less daunting and ultimately lead to the correct one being chosen.
After taking the above steps, it is time to review the decision. Did it achieve the desired results? If the answer is yes, then it is time to move forward. Unfortunately, not all decisions will give the desired results or solve the problem. If that is the case, then the situation should be re-evaluated and the process started again. Do not be reluctant to tackle the situation again even if the first result was not what was desired. That would be a bad decision. 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
|
Friday, April 14, 2023
LISTENING vs HEARING
Have you ever heard someone say: “You are not listening are you hearing what I am saying?” If someone says “listen,” they are wanting you to pay attention and “hear” what they are saying. Many consider there is a definable difference between listening and hearing. This merits considering the plausible and possibly undeniable differences between them. Listening is defined as a purposeful action employed by a person when they are interested and actively listening to what someone is saying. It can either be active or passive. Active listening would mean they are absorbing and therefore paying attention to the person talking to them. They may be curious, anxious, annoyed or have one of many other emotional reactions. Ultimately, they will develop a response. This response could obviously be positive or negative depending on what is being said. Being a good listener will help build strong and genuine relationships with people. Choosing to actively listen to a person shows them that what they have to say matters. Passive listening would be defined as being disconnected and inattentive to what is being said. Consequentially, active listening is an important quality to possess and may assist in resolving potential conflicts that can ultimately damage relationships. Conversely, passive listening is not a good way to communicate if you are intending to build and or strengthen a relationship. So in a simplistic viewpoint, passive listening could be defined as hearing. A physical act no matter whether it is words or sounds. It tends to be passive and requires no concentration or attention. It is just a function of using ones’ ears. If someone elects not to listen because they are too busy or not interested in what is being said they are minimizing those talking. Therefore, just hearing may potentially create rifts in relationships and those may be irreversible Be a good listener; don’t just hear what is being said. 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
|
Friday, April 07, 2023
CREDIT
|
One of the essential qualities of a good boss is giving credit where credit is due. Too often. managers, bosses, supervisors, etc. take credit for other people’s ideas. This effectively does two things: lessens the respect their subordinates have for them and therefore consequently undermines their authority. Would you bust your hump for someone who constantly took credit for the ideas of others? The answer is a resounding NO. People will put forth their greatest efforts when they are implementing ideas that they can claim as their own. Not all ideas will merit consideration. Therefore, it is up to the boss to weed out bad or marginal ones and cultivate the good ones. Giving people credit will elicit their support and they will enthusiastically adopt the plan. This strategy by the boss of recognizing the person’s idea will have the added benefit of encouraging others to come forth with their own ideas. Bosses taking credit for the ideas that are not their own sows the seeds of discontent and discord. Once again, give credit where credit is due and your Company will sow good seeds and reap the benefit of greater productivity and success. 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
|