Making Something Happen

Today's Blog is being published on the birthday of Elizabeth A. Bane, co-founder of Bane-Clene Corp in 1962.

That makes today's topic even more poignant. Since on February 4th, 1962, she and William F. Bane made something happen.

It has been said, "Nothing will ever be attempted if all possible objections must be overcome first." This simple but meaningful quotation, if it is fully understood, expresses the difference between success and failure. Also, the difference between large or small in business and achieving much or accomplishing little or nothing.

It has also been said "if you wait until all the traffic lights are green before you start a trip, you will never get started. Instead, you begin the trip and as you progress the lights change from red to green."

We need to chart a course, look for obvious obstacles and then progress. Of all the things we worry about, 95 percent never happen. If we spend this worrying time constructively, then there's no telling what we can accomplish.

Just as William and Elizabeth did in 1962.

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

1. A History of Cleaning Carpet
2. Building Your Own Carpet Cleaning Business
3. How It All Began
4. The 15 Factors of Success
5. Twenty Steps to Success
6. What makes a company successful

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

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

Building Loyalty

Over the years, America has lost many manufacturing jobs. There have been various reasons among those cheaper labor in another country, plants closing due to labor problems or a product becoming obsolete due to improved technology. Whatever the reason, there has been a lack of loyalty.

Loyalty is a two way street. Many companies treat employees like inventory rather than an asset. Employers and supervisors need to show understanding and compassion for their employees. Some examples are asking about family, complimenting for work well done or if profits allow paying bonuses.

Back to that two way street. Many employees are not working to their full potential. Therefore, they are robbing companies of profits and growth.

Building loyalty between management and staff will bring success to a company. Therefore, aiding growth and profitability.

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

1. Attitude
2. Happy Employees
3. It's all in our attitude

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

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

Company Culture

Large corporations develop a trait known as the "culture of the company". It is a sociological style incorporated into their day-to-day business activities.

Just as in society, a company's internal attitudes reflect the culture of the organization. Are those polite or crude, pleasant or rude, caring or cutthroat. Ultimately, these attitudes will then manifest themselves outside the office and will permeate the customer's environment.

It is therefore important that the smallest of companies begin to develop a culture on which the business will grow, as well as one that encourages that growth. The attitudes of the founding principals will be instilled in their employees.

Presuming these attitudes are positive, then the company has a formula for success and ultimately growth.

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

1. Attitude
2. Building Your Own Carpet Cleaning Business
3. Happy Employees
4. It's all in our attitude
5. The 15 Factors of Success
6. Twenty Steps to Success
7. What makes a company successful

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

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

Polls, Surveys and Other Intrusions

Maybe it's the elections and all the polls that have accompanied this political season. Or maybe it's that people might be feeling "used". Or perhaps they are growing weary of surveys.

Sometimes consumers do not like to be asked too many questions.

Therefore, great care must be exercised in talking to your customer whether on the phone or in person. You need to gather facts pertinent to their needs. However, you do not want to come across as pushy and or otherwise aggressive.

Most customers, when comfortable, will gladly and openly provide information. Allow them the opportunity to achieve that level of comfort. When they do, they will be more approachable for plus sales and other services you provide.

Remember we are in a customer's space.....always respect that space.

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

1. Phone Courtesy
2. Plus sales
3. Plus Sales - The Key to Success!
4. Telephone Etiquette
5. The 15 Factors of Success

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

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

Uncovered Containers

Why do we note on product containers that they should be closed when not in use? Many products, such as deodorizers, contain solvents and stabilizers that will evaporate from a container that is left open continuously. When that happens, the product loses its effectiveness.

The Bane-Clene^® powdered products PCA™ Formula 4 and PCA™ Formula 5, if left uncovered, will draw moisture, cake up and become difficult to dissolve.

Solvent-based products such as Sta-Clene® Formula 940, Saf-T-Solv™, Solv-A-Clene™ and Citrus APS™ will evaporate away if left uncovered continuously. What a tremendous waste of product and your money.

The deodorizers Phase I™, Phase II™ and Phase V™ contain solvents to make them stable. Leaving their containers open will make them less effective.

The Bane-Clene^® presprays such as Olefin Pre-Conditioner, Preface^® and TLS® 2000 contain solvents (but not Butyl Cellosolve) to aid in removing greasy soils. Leaving the caps off their containers will make them much less effective.

Even most water-based spotters such as APS™ All Purpose Spotter contain volatile solvents to aid in removing spots and stains.

Of course, all containers should be kept closed and away from any children for safety's sake. Our labes are normally labeled "FOR PROFESSIONAL USE ONLY" and "KEEP OUT OF REACH OF CHILDREN".

Bottom line, if you want the most effective products and value for your money, please close those containers when not in use.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/publications/Content.aspx?xps=Clene-Times.

Grow Your Business With Social Media

With over one billion active members on Facebook alone, it's clear that social network is not going anywhere soon.

Like any media with a massive reach, your customers are going to expect you to be there.

Marketing your services on social media gives you an opportunity that your business has never had before. You are able to connect with potential customers 24/7 on a personal level.

Instead of simply pushing out marketing messages in general, social media is about connections and conversations. You receive from social media what you give. It's wise to post pertinent facts about your business, credentials you or your company has and pictures and testimonials.

Invite your customers to sign up for newsletters, coupons, spotting tips and other household related posts. The greater your number of followers, the better your business will be broadcast to the social media.

Growing your social media efforts is a great way to get the word out about your company at a relatively low cost. Be prepared for when you start generating calls that you are able to handle the influx. The last thing you want to do is generate calls and or leads and not be able to service them. If they are contacting you, they are ready to do business.

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. Bane-Clene® Marketing & Advertising for the Carpet Cleaning Industry
4. Consumer Information For Removing Spots and Stains on Rugs and Carpets
5. Facebook
6. Phone Courtesy

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

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

Ask For Complaints!

Too many people believe in the adage that no news is good news. But, quite all and some only if something is seriously wrong.

In today's world of social media, following up with customers to make sure they are pleased is important. There are several ways to do it. Direct mail, leave behind report card, follow-up phone call or e-mail are valid ways to accomplish this. All customers appreciate follow-up. Two objectives are accomplished: One, they know that their business is appreciated and two, if there is a complaint, they know you want to know.

If there is a complaint, follow-up immediately. Don't compound a complaint by not responding to it.

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

1. About Complaints!
2. Combination Thank You / Reply Card
3. "Jimmie" Residential Carpet Care Brochure Self-mailer

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

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

Whew! I'm Covered Up!

That may be a true statement. But never tell your customers how busy you are! They may think that you will be too tired or that you do not have the time to do a good job for them. While you want your customers to know that you have other jobs, there is a fine line there.

Also, talking about how busy you are ranks up there with politics, religion and other potentially controversial topics. You are employed to work, not to complain and moan. Besides, your customers don't care how busy you are or are not. The bottom line is they just want their job done right.

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

1. Customer Relations

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

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

Good News......Bad News

First, the bad news is that many businesses are cutting back on services. This may include office cleaning, lawn maintenance and other general services. They may feel that their own employees may be able to accomplish these tasks. Possible reasons may be economic, employee familiarity with the premises and scheduling issues to name a few.

Now the good news. These employees will be ill prepared to keep up with the carpeting and upholstery cleaning. We all know that our services require not only certain technical skills to avoid damaging the aforementioned items but a large investment in equipment, etc. Now is a good time to do more mailings or schedule visits with commercial and industrial buildings in your area. These facilities can be set up on maintenance schedules. These schedules and other topics related to commercial cleaning are covered at Bane-Clene Institute. Call 1-800-428-9512 or visit our web site www.banclene.com for more information.

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

1. Bane-Clene® Course to Success
2. Carpet Cleaning Industry Potential
3. Comparison of Carpet Cleaning Methods
4. "Jimmie" Residential Carpet Care Brochure Self-mailer
5. Sell Maintenance Programs
6. Upholstery Cleaning, Care and Protection

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

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

Mission Statements

There is an inordinate amount of money spent on the development of so called "mission statements".

Many consultants are soliciting businesses about helping them prepare a mission statement.

Some not-for-profit organizations spend tens of thousands of dollars for consultants to do this for them.

We have stated before that the "customer is always right" is a simple but effective mission statement.

In business, if you don't know why you are there and what you are doing, then you won't have to worry about a mission statement for long. Think about it.

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

1. The Customer Is (Still) Always Right
2. Twenty Steps to Success in the Carpet Cleaning Business

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

Too Many Shoe Stores

A recent shopping trip through a typical shopping center revealed numerous shoe stores plus shoe departments in all of the "anchor" stores. Then there are the countless on line sellers.

Obviously, competition makes business.

Even with all of this fierce competition in the shoe industry, their marketing people realize that they shouldn't snipe at one another where the consumer can read or see it.

When is the last time you saw a shoe company advertise that a competitive Brand X made feet hurt? Or that Brand Y shoes cause feet to perspire and have an odor? Or how about that Brand Z can cause corns or other foot problems?

The carpet cleaning industry does not follow this thinking about their competition. Ads are often negative which confuses the consumer. If they see or hear consistently conflicting ads about what is good or bad for them; does this make them think twice about even having their carpets or upholstery cleaned?

Technical jargon and/or exaggerated claims of results further confuse and complicate their thinking.

Keep your advertising positive. Stress what your Company can do for the consumer. Talk about years in business, training and other positive aspects.

An anonymous quote warns, "There is less to fear from outside competition than from inside inefficiency, discourtesy and bad service".

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

1. The ABC's of Advertising
2. Advertising. . . the Essential Element in the Carpet Cleaning Business
3. Bane-Clene® Course to Success Certification Class
4. Carpet Cleaning the Bane-Clene® Way®
5. My Competitors
6. Twenty Steps to Success in the Carpet Cleaning Business
7. Upholstery Cleaning, Care and Protection

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

How Busy Are You!

When you spend the first fifteen minutes of a service call telling your customer how busy you are and why you are late, they will begin to doubt your abilities especially in time management.

Many customers who are of the gentle persuasion and who are guided by extremely good manners will tolerate these long winded explanations. They may even listen to the blow-by-blow account of your personal or family problems. You express views and opinions on politics, world events or religion as they are helplessly trapped. People who work in the service industry often find themselves with a captive audience. You are a "guest" - do not talk too much or you may not ever be a guest again.

Successful people don't have time to talk about how busy they are and never have to explain why they are late because they are not late in the first place.

If your company is not getting a reasonable amount of repeat and referral business, it may because you or your technicians talk too much and discuss non appropriate topics. If customers don't like what was said or discussed, they will go elsewhere.

The best policy at your customers premises is talk centered on what you will do and the other services that you offer.

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

1. Bane-Clene® Course to Success Certification Class
2. Carpet Cleaning the Bane-Clene® Way®
3. Four Characteristics of a Successful Person
4. Operator Certification Program for Professional Carpet Cleaning Technicians
5. Twenty Steps to Success in the Carpet Cleaning Business

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

No Excuses!

Perhaps you have said this while trying to "dodge a bullet". "The truck broke down", is an often used excuse in the service industry. Or how does this one sound, "He was new on the job and didn't know about that". While the second one may seem like it worked, deep down nobody wants to feel like they are being serviced by new or inexperienced technicians.

Customers do not want to hear excuses. They want to hear what you intend to do about their problem. You need to say something positive and affirmative or you may never get another opportunity to work for that customer again.

An apology is always in order, whether the problem was yours or was one by a member of your staff. Even if you feel as though it was not your Company's fault. The person answering your incoming calls should be adept at handling problems. Since they are the person initially involved. If it is something beyond their scope, then have them take a message and say the Owner or My Manager will call you back.

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

1. About Complaints!
2. Bane-Clene® Course to Success Certification Class
3. Operator Certification Program for Professional Carpet Cleaning Technicians
4. Phone Courtesy
5. Telephone Etiquette in the Carpet Cleaning Business

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

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