PLUS SALES

Introducing a customer to other services and products that you offer is not the same as pressure selling. In fact, it is a service to busy people who may not have had the time to investigate or inquire about all the facets of your business.

Customers may not know that Sta-Clene^®, Bane-Guard™ or Teflon^® carpet protectors can be applied to their carpeting. Or, that you can clean furniture or area rugs during the same service trip. Sometimes, offering deodorizer can be tricky, they may have become immune to the odor. Having Advertising Material that explains this and additional applications makes it easier to approach them.

Never be pushy! Practice the art of bringing a conversation around to discussing these and other "plus sales" items. But, introduce the customer only to those services that they truly need. Don't try to "sell the store" simply because your customer is receptive. After you leave, they may feel they were oversold and this could affect future jobs.

Related carpet cleaning business information on the Bane-Clene® web site:

1. Advertising ... the Essential Element in the Carpet Cleaning Business
2. Advertising the Bane-Clene® Way
3. Area Rug Care and Cleaning
4. Carpet and Rug Protectors
5. Plus Sales - How to make more money in carpet cleaning?
6. Plus Sales - The Key to Success!
7. Removing Pet Urine Odor
8. Selecting the Correct Odor Control Product
9. Selling Aftermarket Carpet Protectors
10. The 15 Factors of Success
11. The ABC's of Advertising
12. Upholstery Cleaning, Care and Protection
13. Bane-Guard
14. Sta-Clene
15. Teflon

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

SMOOTHING RUFFLED FEATHERS

Everyone will encounter an unhappy customer; how you handle them is extremely important to the success of your company. Here are some points to remember.

1. Thank the customer for telling you their problem. Most people will just call another carpet cleaner if you are not receptive to their complaint.
2. Remain Calm! This is so important but sometimes not easy to do. If you have a customer that won't calm down, you must know that losing your temper will not resolve anything.
3. Listen intently to what they say. Try to see the situation from their point of view. Don't interrupt. Treat your customer with respect, no matter how insignificant their problem may seem to you.
4. When the customer is done, confirm that you understand. Ask what you can do to keep their business. Give assurances that you will make amends. Offer a refund immediately if that will satisfy them.
5. Treat your customers with respect and dignity in the face of a complaint. Even if you can't resolve the situation, you will have the knowledge that you did all you could to resolve the situation.

Related carpet cleaning business information on the Bane-Clene® web site:

1. About Complaints!
2. The 15 Factors of Success

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

It's Easy To Lose Customers

A previously published survey displayed these statistics on why a business
looses customers.

• 1% Die
• 3% Move
• 5% Find other business relationships
• 9% Competitive (price)
  reason
• 14% Dissatisfied
• 68% Leave because of an employee's or owner's indifferent
  attitude

Customer retention is the primary goal of a service company. Repeat or established
customers are more profitable because advertising costs
are not incurred. Familiar and steady customers spend more because they trust
the firm. They are usually easier to please and always eager to tell others
of their experiences.

As expected, it is easier to lose customers. Inaccurate information by your
phone representative, your technician or worse yet yourself will drive customers
away.

But, the surest way to lose that customer is to ignore a complaint or
to give a little lip service and hope it goes away.

To assure customer satisfaction, it is necessary find out why they are dissatisfied
and rectify the situation.

A previously published survey displayed these statistics on why a business loses customers.

• 1% Die
• 3% Move
• 5% Find other business relationships
• 9% Competitive (price) reason
• 14% Dissatisfied
• 68% Leave because of an employee's or owner's indifferent attitude

Customer retention is the primary goal of a service company. Repeat or established customers are more profitable because advertising costs are not incurred. Familiar and steady customers spend more because they trust the firm. They are usually easier to please and always eager to tell others of their experiences.

As expected, it is easier to lose customers. Inaccurate information by your phone representative, your technician or worse yet yourself will drive customers away.

But, the surest way to lose that customer is to ignore a complaint or to give a little lip service and hope it goes away.

To assure customer satisfaction, it is necessary find out why they are dissatisfied and rectify the situation.

Sometimes customers do not call with their concerns or complaints. Develop a system to follow up either by mail, phone or e-mail with customers soliciting their opinions of your work.

Remember, over 90% of customers do not complain if they are unhappy and also they will take the time to tell others. Finally, if all avenues have been explored to rectify a complaint, the best approach is to offer a customer their money back. A 100% Money Back Guarantee is the best way to show potential customers that you stand behind your work.

Related carpet cleaning business information on the Bane-Clene® web site:

1. About Complaints!
2. Advertising ... the Essential Element in the Carpet Cleaning Business
3. Advertising the Bane-Clene® Way
4. The 15 Factors of Success
5. The ABC's of Advertising
6. To Price or Not to Price

See the latest issue of The Clene-Times^®.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Phone Courtesy

Growth and success come to Companies that have trained and knowledgeable Customer Service Representatives answering their phones.

Some Tips:

1. Identify your company by name and thank your customer for calling you.
2. Adding your personal name when you answer the phone is an added gesture.
3. The phone must take precedence over all else. Stop what you are doing and give the caller your undivided attention.
4. Don't rush callers. Their questions are important to them.
5. Don't be too busy to be friendly.
6. Don't leave callers "hanging on hold" for extended periods of time.
7. Utilize common courtesies such as, "May I please schedule an appointment for you?" or "Thank you for choosing to call us."

Related Carpet Cleaning Company Phone Information on the Bane-Clene web site:

1. Phone Courtesy
2. Telephone Etiquette in the Carpet Cleaning Business
3. The 15 Factors of Success

See the latest issue of The Clene-Times^®.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Writing Proposals

Keep a proposal for service as simple as possible. State exactly what you will do, when it will be done and how much it will cost. List any terms and conditions that apply.

The most important aspect of the proposal is the form in which it is delivered. Use a neat folder or binder with information about your company. Copies of letters of recommendation, testimonials and informative brochures about your service should be included.

Using unprofessional, handwritten or poorly worded proposals will cause a prospect to doubt the capabilities of your Company. A first-class professional presentation instills confidence in a prospect. Using the old adage that a picture is worth a 1000 words. Then if available and if time is allowed, provide a short video presentation and/or before and after pictures of cleaning jobs. They will be invaluable for graphically demonstrating your services and your Company.

Above all...don't forget to do everything you promise!

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

May I Serve You

People hire us to use our skills to give them what they want and expect for a price. It's common to refer to carpet cleaning as a "service business". Mainly, because we don't sell a product. Are we really, however, simply selling performance? We must provide the best total performance time and again to succeed. But it's the personal service that allows us to grow and be respected. What are your reps telling customers? Make sure they are not playing policeman with too many rules that have been installed.

Business must start solving customers' wants and problems. Keep in mind three simple rules:

Rule 1: We want to do business (clean their carpet).

Rule 2: We solve people's needs by using our minds and by utilizing our products and skills.

Rule 3: We like our customers and want to go beyond the norm for them.

Are you in the Carpet Cleaning business? No, you are not. You are in the People business and that means creative and helpful solutions in exchange for their business.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Think Profit!

Not everyone has what it takes to make a profit. More than half of the people who try to start profit-making businesses give up in less than two years. Less than one venture in five lasts ten years.

Most of the time, these people are good at what they do; however, they do not know how to price their goods or services at a price that will turn a profit.

You will need to figure your labor, material and overhead. After you have these costs of doing business, you will need to decide your percentage of profit margin.

Costs + Profit = Price

To make a profit, you must have customers who will buy your service at the price you set. Price your business carefully so as to be competitive in your market. Being the cheapest is NOT wise. However, being the most expensive can be tricky. You must deliver value.

Be sure your customer gets full value for his or her money. Keep your customers in mind at all times. Make certain your company's work is of excellent quality - the kind of quality work people are happy to buy at the price you set.

Try to work as efficiently as possible. Make sure the work you do represents value for your customers. These are the factors which produce profits.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Words

When dealing with an unhappy customer, it is important to choose your words carefully.

Don't use "always," "never," "must," or "you have to". Use "however" instead of "but".

The red flag goes up when a customer hears, "it's against our policy". Instead, say "it's not within our normal procedure or approach".

If you don't have an understanding of non-verbal communication, the best words will fail.

The meaning of words accounts for only 10% of a message. Voice tone and body language account for 90%. Don't roll your eyes or shrug your shoulders, if your customer asks you to do something that is out of ordinary. If it's something you can't or won't do, tell the customer " I apologize; however, I am unable to do that for you". If they ask why, state "once again I apologize but it is not within our normal procedures or approach".

Remember, it's not what you say but how you communicate what you are saying. Treat each customer as if they were your only customer with dignity and respect. One because it is the right way and two because that is the way we wish to be treated.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

It's Not a 100 Yard Dash

A carpet cleaning business succeeds or fails because of its total productivity. Not how fast or speedy the job is done. In business, productivity is the sum total of all the efforts performed in the operation of the business. Certainly choosing the right equipment is very important, but "speed" is only a very small factor in total productivity. What about the cost of operating the equipment? What about ease of operation and costs of repairs and downtime?

A carpet cleaning business must be efficient in all areas of its operation. Besides the aforementioned effects of having the right equipment, effective and lowest cost use solution chemicals will enhance the productivity. Properly designed and placed advertising must be put in to use. Knowledgeable personnel must be trained to take calls and book appointments. Technicians should be schooled on proper techniques, chemical usage and application, customer relations and equipment usage. Sound business practices should be adhered to when selecting accountants, attorneys, insurance advisors and other professionals. Keeping accurate internal records and budget management is also very important.

In essence, a company is successful because all of its components work efficiently together. How fast the job was done is almost an invisible factor.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

CARPET PROTECTORS

The purpose of carpet protectors is just what the name implies. They are designed to protect the carpet against soil, stains, wicking and/or static electricity.

Sta-Clene^® is excellent at protecting carpeting and upholstery from both soil and stains. It is non-dilutable, so therefore will not spoil.

Fluorinated protectors such as Teflon^® Advanced and Bane-Guard^® are dilutable. They change the surface energy of fibers and provide soil resistance as their primary function. Additionally, they help fibers resist both water-based and oil-based spots and stains.

Applying protectors allows your customer to enjoy a cleaner carpet for a longer period of time. This improves customer satisfaction and encourages customer loyalty.

From a technician's viewpoint, applying carpet protector makes it easier to clean the carpeting when they return and any spots and or stains are more easily removed.

Carpet protectors are a plus sale item and adds profits to your company.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

WASTE WATER DISPOSAL

The dirty recovery water from Hot Water Extraction (HWE) systems must be disposed of in a specific manner. The regulations vary across the country, but there are obvious common sense rules that should be followed:

1. NEVER dump into the street, driveway or parking lot.
2. Do NOT dump into a storm sewer, creek or other body of water.

All Bane-Clene® detergents, such as Preface^®, TLS 2000 ^®, PCA Formula 5^®, LCA-256^®, Super LCA ^® and Booster™ are fully biodegradable. Our deodorizers and spotters, except Saf-T-Solv^®, are also biodegradable. The pH of the waste water with Bane-Clene chemicals is normally 7.5 to 8.5, eliminating the requirements in most municipalities calling for neutralization. We do suggest contacting the local authorities to apprise yourself of any and all regulations.

The primary reason dumping onto streets, parking lots or driveways is illegal is because rain will eventually wash carpet fibers, bacteria, sand, dirt, detergent, etc. into bodies of water. This debris will prove harmful to aquatic and plant life.

Before dumping into yours or any other SANITARY sewer system, always filter out solid material so as not to clog drains, pumps, etc. Dumping into a septic system is risky; it requires plenty of excess capacity.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

INSECTICIDE RESIDUES

Frequently our callers, especially from Florida, complain about the extreme difficulty in removing insecticide residues from carpeting. The problem is especially difficult when insecticide has been applied to a carpet in a vacation home or trailer. If the place is closed up for the off-season, the owners find a bad odor and stains from the insecticide when they return.
Insecticides are applied to control insects such as roaches, fleas, bed bugs and spiders. Insecticides are usually organophosphates or carbamates; some are chlorinated. The solvents and emulsifiers used are very strong and do not evaporate under usual conditions.
The organophosphates turn some red dyes to blue, leaving a dark blue to green spot. Other red dyes fade, resulting in a light blue to green spot. Accumulation from repeated treatment eventually causes discoloration. Simple hot water extraction (HWE) won't remove all of the odor and residue because the insecticide has decomposed and reacted with the carpet fibers.
We suggest applying Preface^® at the high end of its dilution ratio to the entire area. Allow the product to work on the residue for ten (10) minutes. Then the carpet should be thoroughly cleaned using the HWE method. Any remaining residue may be removed with Saf-T-Solv^®. However, unfortunately, options are limited if color changes have occurred.
We always recommend testing a small inconspicuous area; this way, results are visible and if there has been a color change the customer can be apprised and given the opportunity to decide whether you should continue or not. At this time, a release is also a prudent idea. The last thing we want is to be blamed for causing and or making the problem worse.
See the latest issue of The Clene-Times.
Thank you for reading Bane's Blog^®.

FLEAS/MITES/BED BUGS

Fleas, dust mites and bed bugs are a frequent problem. How can we remove them and can we apply insecticides to help?

In some states, unless you are a licensed applicator, you cannot legally apply insecticides. However, we do know that hot water extraction (HWE) cleaning will physically remove all loose objects from carpeting, which would include bugs and their offspring.

Prior to a thorough cleaning, any old animal bedding or contaminated articles of clothing, etc. should be removed and destroyed.

After cleaning, spray with Steri-Fab^® all contaminated areas. Besides the carpeting, furniture, mattresses that have been cleaned. Also, spray sleeping quarters of animals, floor areas, around baseboards, windows, doors, etc. Be sure to spray all possible areas where fleas, mites and bed bugs may have thrived. Surfaces and objects should remain wet for ten (10) minutes after application.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

THE CUSTOMER DILEMMA

A service company often has a tendency to believe that the customer is there just to buy something. That's not the role of a customer. A customer is there to be served.

Clients or customers have complete agendas of their own. Your service is a minute segment of their requirements for living. The secret of good service is to go where you are needed and to be as little an intrusion as possible for your customer.

Many times, service personnel mistake courtesy for friendship. A customer may be polite, but that does not mean he or she wants to be a friend. Return politeness and courtesy, but do not go beyond those points. The successful service company learns to differentiate between courtesy and friendship.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

WHY USE PHASE I™ AND PHASE II™

Phase I™ and Phase II™ represent a generation of dual action odor control concentrates. Both have the unique ability to deodorize as well as remove the source of bad odors.

Offensive odors are not masked by Phase I and Phase II. Rather, by a complex chemical reaction, odors are treated chemically and neutralized. Then a germicide combines with the carpet to retard the source of the odor. This wintergreen-scented dual system is regarded as one of the best available in the carpet cleaning industry today.

Phase I is mixed directly with the cleaning solution, normally one ounce per gallon of water. Phase II is ready to use and is sprayed directly on the carpet, injected into the backing and pad, or atomized into the air or under the carpets for tough deodorizing jobs involving smoke, mildew, animal odors and rancid odors.

As with all Bane-Clene^® products, Phase I and Phase II contain no Butyl Cellosolve, phenolics, Formaldehyde, harsh chemicals or toxic material.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

WICKING

WICKING

Wicking is blamed for a variety of problems. Knowing what wicking is, what causes it and ways to prevent it are extremely important for a professional carpet cleaner.

As carpets dry after cleaning, the fibers dry from the tips. As the moisture evaporates from the tips, any foreign material in the pad, backing and fibers rises vertically along with the water until it reaches the surface. If this material dries on the tips, the result is the appearance of stains or dark areas that were not there before cleaning. These stains are commonly referred to as browning.

If spills and or residue from previous cleanings has been detected during the cleaning process, then browning may be prevented by treating the affected area with Brown Out^®. Always use proper application techniques. If a problem occurs after cleaning, then Brown Out can be used to neutralize the browning. After removing the browning, thoroughly rinse the affected area and reapply the Brown Out according to instructions.

To minimize wicking problems, avoid over wetting the carpet during cleaning. The use of Preface^® as a pre-spray will help avoid over wetting. Most spots and stains are removed during the regular cleaning process when good techniques, equipment and chemicals are employed.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

Get 'Em Dry!

There are several reasons that Bane-Clene Systems get carpets so dry:

1. Cleaning Agents, Pre-Sprays and Spotters

• Specifically designed for the system. They were developed and are used in our own service company. They are safe, effective and economical.
  
• These are Bane-Clene's own proprietary brands and patented formulas. They are updated and monitored by our In-House chemist.

2. Temperature, Pressure and Recovery

• Optimum water pressure is set to safely and efficiently loosen soil and ground in dirt. The cleaning solution is delivered at a temperature hot enough to remove stains but yet safe for all fibers.
  
• Positive displacement Vacuum System recovers dirty water, leaving the carpets 95% + residue free and virtually dry.

3. Operator Techniques

• Proper technique is taught so that carpets are not over wet and are left slightly damp to the touch with minimal drying time. This is achieved by a philosophy of 2 dry vacuum strokes for every "wet" stroke. This facilitates drying time and the importance of leaving carpets virtually residue free.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

Jimmie

   

Today is commonly known as April Fools Day. But, at Bane-Clene^®, it has a much different and important meaning. We celebrate the birthday of Elizabeth Bane's father.

James (Jimmie) Crossey was born in Ireland on April 1st, 1898. He immigrated through Ellis Island in 1916. He eventually settled in Philadelphia, PA where he married and raised his family.

When Bane-Clene Corp^® was searching for a logo in 1969, we chose a leprechaun because of our partial Irish heritage.

In 1972, Jimmie's beloved wife passed away and he came to live with the Bane's in Indianapolis.

In 1976, Jimmie made his debut as our real live leprechaun in his full authentic attire at our national convention. He was a fixture at subsequent meetings until he passed away in 1986.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

TLS 2000® Heavy-Duty Carpet Cleaning Prespray / Traffic Lane Spotter

TLS^® 2000 prespray degreaser is an extremely strong, highly concentrated liquid formulation. This heavy-duty traffic lane spotter contains grease emulsifiers and saponifiers, wetting agents, water softeners and grease-dissolving solvents.

The amount of TLS 2000 over other pre-sprays needed was cut at least in half. Results were better, liquification of grease occurred faster and carpets were cleaner and brighter.

These results were obtained even though TLS 2000 contains NO Butyl Cellosolve , enzymes, free caustic or chlorinated solvents. All of which could cause allergy and toxicity, as well as waste water disposal and pollution problems.

TLS 2000 is environmentally safe and is one of the many "green" products Bane-Clene^® offers.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

We're All In This Together!

From the fiber producer to the end user, the carpet industry is composed of many different segments.

The fiber producers continue to improve the soil hiding and stain resistance for their fibers. Warranties against crushing, matting, stains, soil, wear and static are standard.

Most carpet mills with input from equipment and chemical manufactures have designed maintenance brochures for their customers. Bane-Clene^® has developed a "Residential Carpet Care" brochure (Item No. 40021). Mills know that a large percentage of their claims are a result of improper maintenance or lack of it.

Retailers understand that today's cleaning technology will enhance the beauty and prolong the life of carpet. The longer a carpet performs, the better the chance of a repeat customer.

Through continued education and training, like that offered at The Bane-Clene® Institute and others, carpet cleaners continue to provide high quality cleaning services. This helps carpeting perform better and last longer.

Truly we are "All In This Together".

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.