APRIL 2 0 11
Cleaning Specialist For Fo F or Today’ Today’s y s Floor Care and Restoration Professional Proffessional
Ultrasonic Cleaning: A High-Tech Alternative
Are Groupon Coupons Good for Cleaning Companies? Cleaning Leather
W W W.I C S M A G .C O M
Get That Carpet to the OR, Stat!
Page 60
Circle 2 on the Free Information Card
2011
April Vol.50 No.4
Features & Columns 14
16
23
The Rug Cleaning Specialist New S100 Standard Going to Press By Aaron Groseclose
16
Hard Floor Maintenance Opportunities Bamboo: Maintaining The Grass That Acts Like Wood By Stanley Quentin Hulin
20 23 48 50 52
To Your Success Avoiding the Hardscrabble Life By Steve Toburen
ICS 2011 Company Spotlights Ultrasonic Cleaning: A High-Tech Alternative By Del Williams
50
Are Groupon Coupons Good For Cleaning Companies? s? By John Braun
Low-Moisture Cleaning: Time to Re-think Carpet Maintenance?
52
By Mark Warner
55
The Inspector Knows Best What’s That Smell? By Ruth Travis
58 60
Cleaning Leather By Lonnie McDonald
The Gadget Man Get That Carpet to the OR, Stat! By Gordon Hanks
62
Building a Phenomenally Successful Business Get Your Business Organized and Systematized – Part I By Howard Partridge
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Departments 6 10 11 12 13 64 66 67 68 70 71 72 73 74
Editorial Comment ICS eRants & Raves ICS eMedia In My Experience News, Views and Events New Products & Technologies Must See Product Gallery Advertiser Index Buyers’ Marketplace IICRC News CFI News PACR News SCRT News CRA News
ICS CLEANING SPECIALIST (ISSN 1522-4708) is published 12 times annually, monthly, by BNP Media II, L.L.C., 2401 W. Big Beaver Rd., Suite 700, Troy, MI 48084-3333. Telephone: (248) 362-3700, Fax: (248) 362-0317. No charge for subscriptions to qualified individuals. Annual rate for subscriptions to nonqualified individuals in the U.S.A.: $115.00 USD. Annual rate for subscriptions to nonqualified individuals in Canada: $149.00 USD (includes GST & postage); all other countries: $165.00 (int’l mail) payable in U.S. funds. Printed in the U.S.A. Copyright 2011, by BNP Media II, L.L.C. All rights reserved. The contents of this publication may not be reproduced in whole or in part without the consent of the publisher. The publisher is not responsible for product claims and representations. Periodicals Postage Paid at Troy, MI and at additional mailing offices. POSTMASTER: Send address changes to: ICS CLEANING SPECIALIST, P.O. Box 2146, Skokie, IL 60076. Canada Post: Publications Mail Agreement #40612608. GST account: 131263923. Send returns (Canada) to Pitney Bowes, P.O. Box 25542, London, ON, N6C 6B2. Change of address: Send old address label along with new address to ICS CLEANING SPECIALIST, P.O. Box 2146, Skokie, IL 60076. For single copies or back issues: contact Ann Kalb at (248) 244-6499 or
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Cleaning Specialist | April 2011
BETTER INGREDIENTS BETTER PERFORMANCE
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Editorial Comment By Jeffrey
Stouffer
The Profiler
I
n any service profession there is a danger of projecting your personal ideas, thoughts and preferences onto your clients. It’s a perfectly natural thing to do, and in most cases it does little to no harm, but in a time when everyone’s looking for even the slightest edge to get ahead, it’s worth stepping back and taking a look at what assumptions you might be making before, during and after a job. For example, when you arrive at your client’s home, what do you see? Is the lawn and landscaping well maintained, or are things a bit shaggy? The former may indicate a mindset of keeping things up on a regular, “set it and forget it” schedule, while the latter could suggest a “do it when I get around to it” mentality. Either way, it’s something to keep in mind when setting the stage for future cleanings. Is the carpet worn but well-maintained, or just-off-the-show-floor new? In the first instance, you may have a value-conscious (and these days, who isn’t?) customer looking foremost for clean and healthy flooring, whereas the second may put a premium on appearance. Consider what they believe is the primary reason you’re there, and ask your questions accordingly. Notice your client relating to their smartphone less like a piece of tech and more like a third arm? Is there less paper, mail, Post-Its, etc. on tables, desks and refrigerators? When you’re wrapping the job up, if you don’t do it already, ask if they’d prefer digital follow-ups and reminders instead of postcards and other physical “snail mail.” It may appeal to their tech-savvy aesthetic, they may be environmentally conscious, but in any case it gives you an emotional connection with your client and they willingly give you their e-mail address. Keep in mind that there are no absolutes, and that every client and situation is unique. And no one likes somebody who they think is looking a bit too closely at their furnishings and décor. That said, a little extra attention to your surroundings may just provide you with that elusive edge that puts you ahead of the pack.
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[email protected] Cleaning Specialist | April 2011
Email contact:
Shawn Kingston at 800-409-4443-828
[email protected] Circle 15 on the Free Information Card
AT THE HILTON CLEARWATER BEACH RESORT • CLEARWATER BEACH, FLORIDA
EXPERIENCE Interactive, Hands-on, Live Demonstrations From the Industry’s Top Professionals: EXPERIENCE RUG CLEANING
EXPERIENCE CARPET REPAIR
Clark Lancaster, Orbitec Solutions will set up a full-service rug cleaning operation right in the exhibition hall. Jeff Bishop and Ruth Travis, Clean Care Seminars will provide hands-on demonstrations of the industry's newest and most innovative system for Oriental and specialty rug cleaning. Plus, CCS instructors will be setting up a rug cleaning plant.
Barry Costa, Aspire Educational Institute and Steve Andrews, The Carpet Surgeons are two of the most sought after instructors of carpet repair & reinstallation. Not only will you have a chance to watch these two share their carpet repair techniques, but many of you will have a chance to take part in actually repairing carpets.
EXPERIENCE WATER DAMAGE RESTORATION
EXPERIENCE CONTAINMENT - PPE
We’re going to build an actual house (half-structure) in the exhibition hall and then flood the structure to demonstrate expert water damage restoration following the IICRC S500 Standards. This area is sponsored by Interlink/TES, Legend Brands, Home Depot, ProChem and Jon-Don.
Rachel Adams, an industry expert and IEP, will work with volunteers from the audience in setting up a containment area and then will demonstrate the proper use of PPE in containment including the donning and doffing of the PPE both in and out of containment. The PPE will be provided by ESSCO Corp.
EXPERIENCE STONE, TILE, AND GROUT
EXPERIENCE CONTENTS PACKOUTS
Dane Gregory, Interlink Supply, will transform stone right before your eyes. Attendees who volunteer will assist Dane as he demonstrates how to clean, seal and hone various stone and tile surfaces. So jump in get your hands dirty and learn hands-on.
David Mazur and Richard Malanchak, Fireline Systems. Demonstration Includes orderly evacuation of contents, categories, inventorying protocols, proper boxing, wrapping and packing techniques, boxing and management, storage, electronic records, and a step-by-step procedural overview of the job.
2011 KEYNOTE SPEAKERS: Just Returned From a SOLD OUT 16-City World Tour! Three of the World's Top Marketing Experts show you secrets that are PROVEN and GUARANTEED to work!
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REGISTER TODAY! Online @ www.connectionsconvention.org • Or call us at 888-881-1001 x104 2011 CONFERENCE AND EXHIBITION GOLD SPONSORS:
APRIL 13, 14, 15 & 16, 2011 • HILTON CLEARWATER BEACH RESORT • CLEARWATER BEACH, FLORIDA Register ONLINE ...
FAX form to ...
Visit us online at: www.connectionsconvention.org
when using Visa, MasterCard or Amex
INDUSTRY ASSOCIATION MEMBER DISCOUNTS:
Company Name _____________________________________________________________________________________________________________________________________________________________
Phone (
) ____________________________ Fax (
) ___________________________________________
Check any of the following associations you are a paid member of:
❏ CFI
❏ PACR ❏ MCRA ❏ NYRCI
❏ CCINW ❏ PCRA ❏ CRCII ❏ SCRT MSPCA ❏ ❏ CRA
❏ TRSCA ❏ FIO ❏ RIA
❏ NEIRC ❏ LMCCA ❏ Industry Franchisee: _____________________________________________
Email Address _____________________________________________________________________________________________________________________________________________________________
❏ Enclosed is my check made payable to CONNECTIONS ❏ VISA ❏ MasterCard ❏ American Express
Toll-Free: 888-881-1001 x104
P.O. Box 21433 Denver, CO 80221
FIRST ATTENDEE NAME ____________________________________________________________________________________________________________________________________
City/State ________________________________________________________ Zip __________
when using Visa, MasterCard or Amex
CONNECTIONS
FAX to: (303) 469-6749
Street Address __________________________________________________________________________________________________
Register by PHONE ...
MAIL form to ...
Register for EXHIBITION ONLY: If you register before March 25th, registration and admission to the Exhibition IS FREE! If you register after March 25th, it will cost $25.00 to enter the Exhibition at the event.
Name on Card __________________________________________________________________________________________________
❏ YES, I want to pre-register for the EXHIBITION ONLY!
Credit Card # ______________________________________________________________________
Register for CONFERENCE AND EXHIBITION:
Exp. Date ________________________________________________________________
Fee includes 3 day registration, 3 lunches, 1 dinner, 3 receptions, breaks, exhibition pass, conference materials, and special programs.
Signature________________________________________________________________________________________
EARLY REGISTRATION DISCOUNTS!*
Required for credit card orders
List of additional attendees and events they will attend:
2ND Attendee Name (same company) ____________________________________________________
❏ I am a member of a participating Association
First attendee before March 25: Additional attendee, same company before March 25: First attendee after March 25:
Name of Association: ____________________ (must be from association list above right)
❏ Non-member ❏ Pre-register for Exhibition Only (FREE before March 25, 2011) ❏ Conference AND Exhibition ❏ Additional Meals ❏ POWER OF THREE EVENT - April 13 ❏ One-day only - Indicate which day: ❏ April 14 ❏ April 15 ❏ April 16 3RD Attendee Name (same company) ____________________________________________________
❏ I am a member of a participating Association
Additional attendee, same company after March 25: Additional meals only (spouse): One-day only: Indicate which day below
❏ April 14
Total number of people attending from your company: ______________________________________________________________ REFUND POLICY: Conference and Exhibition Registrations: Written cancellations received Ninety (90) days or more prior to the event a full refund will be given less a $50.00 processing fee. Thirty (30) days to Eighty Nine (89) days prior to the event a fifty (50) percent refund. Twenty Nine (29) days or less prior to the event there is no refund. No-shows are not refundable. Others: This includes extra meal tickets, Exhibition Only passes, or any other event that a fee is paid. No refund will be issued. Substitutions are acceptable with a $25.00 processing fee. If CONNECTIONS determines it to be impractical or inadvisable to hold the event for any reason, including terrorism, acts of war, or other events commonly categorized as force majeure, CONNECTIONS shall have the right to cancel the event. Written request for refunds will be honored for a 100% refund in the event CONNECTIONS cancels the event. If CONNECTIONS changes the venue thirty (30) days or less before the event all written requests for a 100% refund will be honored. Refunds refer to the amount of money CONNECTIONS received for the event. Transferring registrations will incur a transfer fee of $50.00.
❏ April 16
Non-member
❏ $395
❏ $495 ❏ $450 ❏ $595 ❏ $550 ❏ $265 ❏ $250
❏ $350 ❏ $475 ❏ $425 ❏ $240 ❏ $199
Register for POWER OF THREE EVENT - APRIL 13, 2011 Not included in CONNECTIONS Conference and Exhibition Registration - Separate registration fee. Fee includes breaks, lunch, and 2 free drink tickets for reception.
Name of Association: ____________________ (must be from association list above right)
❏ Non-member ❏ Pre-register for Exhibition Only (FREE before March 25, 2011) ❏ Conference AND Exhibition ❏ Additional Meals ❏ POWER OF THREE EVENT - April 13 ❏ One-day only - Indicate which day: ❏ April 14 ❏ April 15 ❏ April 16
❏ April 15
Member
❏ Member: $97*
❏ Non-member: $197
*Full-paid members of the 13 sponsoring associations can attend the Power of Three Event FREE! Please contact your association directly for discount details.
TOTAL ENCLOSED $ PLEASE NOTE: Registrations will not be processed until payment is received. *Payment must be made by the March 25th deadline to receive early registration discount. HOTEL REGISTRATION INFORMATION: The Hilton Clearwater Beach Resort in Clearwater Beach, Florida. To make reservations for this event call 800.753.3954 or make reservations online at www.connectionsconvention.org/venue.html Let them know you are with CONNECTIONS.
DELUXE ROOM RATE: $159/night (single or double)
❏
SPECIAL ACCOMMODATIONS: If you require special accommodations to participate fully, check here and please provide a brief written description of your needs below or on a separate sheet of paper: ______________________________________________________________________________________________________________________________________________________________________________________________________
You may register by phone or fax when using Visa, MasterCard or American Express. Phone 888-881-1001 x104 • Fax 303-469-6749 • Video taping or recording of these sessions is strictly prohibited! All registrations must include a check or credit card information. Mail to CONNECTIONS, P.O. Box 21433, Denver, Colorado 80221.
Circle 20 on the Free Information Card
For more information visit us online at www.connectionsconvention.org or CALL 888-881-1001 x104
ICS eRants & Raves Questions, Insights and Outbursts from ICSmag.com A Small Twist on the
Carpet Protector Warranty We extended the warranty to include upholstery also. Our clients seldom use us to remove spots; we give them “spotout spotter” to use, and if they can’t get it out with that then we come at no charge and remove the spot. If we can’t remove the spot, we refund the amount they paid for the protection. In 3 years we refunded protection maybe 2 or 3 times, and were called out maybe 10-20 times a year to remove spots…just letting people know you stand behind the product sells it. We do have exclusions but don’t enforce them; we just fix the customer and their concerns.
– Chet S.
I’ve Got This
Pain Back Here…
What percentage of your “high end” customers are just a pain in the…fanny? Some of the issues may be never having any of the rooms prepared for cleaning (removing personal items, fragile objects, toys, etc.): “I am a carpet cleaner Mrs. Moneybags, not your maid.” And the homeowner mysteriously disappearing when it comes time to write the check. I would say in my company, it’s about 50/50, and it gets a little worse every year. The money is very nice, but I’m almost like Ralph Kramden on “The Honeymooners” when he deals with his mother-inlaw: “Pins and needles, needles and pins. It’s a happy man that grins!”
– Capt. H.
Ever Been in a Client’s Home
When…
I thought I’d seen it all until today. We are vacuuming and setting up in the upstairs bedroom. We come down and the man of the house is spraying some foam 409 cleaner on all the spots in the living room and down the hallway. Mind you, there was about 3 pounds of dirt that also needed to be vacuumed up, and now its wet from him “helping” us pre-spot. Some people... – Greg C.
Put the
Spotlight on This Guy
My lead tech is a super star! He walked into a home yesterday and the lady greeted him by saying “Young man, I did my homework, and I have 5 cleaning estimates here from other cleaning companies for 2 rooms and a hall. I averaged it out and this is what I’ll pay. I already talked to your office and the girl gave me an estimate that was double what the others are charging. The only reason your here is because my Realtor said I had to use you because you’re the best. I will use you but this is the price.” Ben told her she was a smart consumer to do her homework then went on to ask her several question and then went over our 5 point marketing message (thanks Howard). He went into detail about our Reputation, Experience, Education, Systems, and Guarantee. When he left, not only did he get our price, but sold an extra room. LOL! Referrals are very powerful and it doesn’t hurt to have a few great techs as well.
So Really,
What Don’t You Like to Do? I used to get really frustrated with upholstery cleaning, I did not like doing it, felt like it was a waste of time. The two main reasons were, I was not very good at it (just needed a little education: thank you Barry Costa!) and I did not PRICE IT HIGH ENOUGH!! If my price was too low I could not afford to take the time to learn how to do it right, and even If I did know how to do it right I couldn’t take the TIME NECESSARY to do the job correctly. Thus I HATED IT! And I should have! It all starts with pricing our work correctly, getting and GIVING GOOD VALUE FOR OUR SERVICES. I know I’m preaching a lot here, but know this I’m looking right in the mirror and telling myself, “keep your pricing up”, that way you can deliver the BEST value to your customer.
– Mike G.
– David G.
Ideas and inspiration for the industry, by the industry. For more go to the ICS and CFC Bulletin Boards at www.icsmag.com. 10
Cleaning Specialist | April 2011
ICS eMedia An Offline Look at What’s Happening Online
For more go to www.icsmag.com
Leave It Out, Don’t Track It In February 2 will certainly go down as a date to remember in Chicago history. Who could forget 60-mile-per-hour winds, blinding snow, and freezing temperatures bringing the city to a standstill for more than two days? It was definitely the most powerful blizzard to hit the city in more than a decade. Of course, Chicago was not alone when it came to foul weather this winter. Extreme cold, freezing rain, and snow have hit the country from Maine to New Mexico, making this one of the worst winters in decades. The question now is, how did schools, office buildings, and other facilities weather these powerful storms? One thing is certain: for those buildings without an effective, high-performing matting system in place, much of this winter’s wrath was “walked in” on the feet of facility users, causing major floorcare problems for custodial workers. This means it’s time for a quick review of “Matting 101.” — From “Matting 101” by Christopher Tricozzi
A Commentary on
Cleaning Standards
The medical profession has a credo known as the Hippocratic oath (“Do no harm”). It is what inspires many young men and women to become doctors and nurses. The ultimate standard of care is to “do no harm” and to promote healing and health. That philosophical basis is what motivates many healthcare professionals to work long hours (not to mention the need to pay off medical school bills and afford high liability insurance premiums). And medicine--at its core--has its dignity. The cleaning industry is not so fortunate. It is a much-maligned field with a low place on the proverbial totem pole. What the cleaning industry needs first and foremost--at its core--is an ultimate “standard of care”, a reason for being, the equivalent of “do no harm”, a philosophical foundation. Just as it is very important to know why a doctor decided to practice medicine, it is also important that we know why we clean. I believe that to “clean to protect or enhance health” is such a core philosophy upon which an industry can redefine itself. All the other standardization aspects will follow when the industry finds dignity and deep purpose--dare we say inspiration?-in its core beliefs.
— Allen Rathey, The ICS Blog Spot, 3/11/2011
Winning the Race The last two years remind me of running in the San Diego Marathon. It was a brutally hot event. At the starting line, race organizers distributed salt packets and issued dire warnings to slow our pace – or face the consequences. Ambulances and EMS workers were stationed along the route as a grim reminder. Many runners posted a DNF (did not finish) as the conditions knocked them out. For those in the skilled trades/service sectors, the last two years have produced similar brutal conditions. If you are still running the race, that’s awesome. I’m guessing you’ve slowed your pace to make sure you can finish. But maybe it’s time to speed up.
— Tim Fausch, The ICS Blog Spot, 2/14/2011
Poachers in the Mist When I hear the pain in the voice of contractors who have fallen prey to their own staff stealing their calls it’s sickening. Even if you haven’t been stung by it yourself I’m sure you can understand the pain you feel when you’ve been betrayed by an employee(s) stealing the hard-earned calls away from the business. It can be tough to detect but more times than not when I talk to the owner for awhile they admit that they’ve had a sinking feeling for awhile that it has been going on. But, they also admit they felt powerless as if they were a hostage to their own staff. If they confirmed their fear the consequences of finding out for sure might mean they, the owner, would have to climb back into the truck and run calls themselves. I want to make sure I contrast the stealing of calls from someone who is on your payroll vs. someone who leaves your company to setup their own shop. This is America and they’re entitled to do that. And if they do that and they can steal your customer because you haven’t built enough loyalty to you and your company you can rightfully expect that the allegiance of the customer may go to the employee they’ve grown to know through the years. And there is a danger to that.
— Al Levi, The ICS Blog Spot, 2/20/2011
The ICSmag.com
Web Poll: I’d be more interested in attending industry events if they had: 40% More hands-on demonstrations 20% Less education and more time spent seeing new products 20% More education on more diverse topics 20% Doesn’t matter; I don’t attend industry shows 0% I already make an effort to attend a lot of events April 2011 | www.icsmag.com
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In My Experience…
A
fter you’ve been in the business for a bit of time, you’ll find that you become more comfortable with stocking your truck and arranging things the way you’re most comfortable with, and start moving away from what other people have told you are “must haves” to keep on the truck at all times.
Rather Have It and Not Need It, Than Need It and Not Have It By
Gabriel Peretti
Gabriel Peretti owned and operated Reseda, Calif.-based CleanCrafters for over 25 years. He recently joined forces with Zerorez, an advanced technology carpet and living surfaces care company. Gabriel is past president of the Carpet and Fabricare Institute, and holds numerous IICRC certfications, including CCT, CMT, RCT, WQRT, AMRT, MTC and ASD. You can reach him at
[email protected].
12
Cleaning Specialist | April 2011
That said, you’ll also find yourself putting gear on the truck that you might use once, maybe twice a year, if that. You’ll notice some things might even collect a thin layer of dust from lack of use, but you wouldn’t even think about taking it off the truck. Take hardhats, for example. I keep two on the truck, and I hardly – not “never,” but hardly – ever use them, but if you do any water damage work at all, you never know when you’re going to walk into a situation where you’ve got tiles or worse coming off the ceiling, and you want your head protected. Extra extension cords, wet floor signs, caution tape; based in Southern California, it’s not like it rains ever other day, but I always carry a few disposable ponchos in the truck. You get an unexpected cloudburst, or one of your guys didn’t bring a jacket that day. In any case, the last thing you want is to show up at the client’s house looking unprepared and unprofessional.
News, Views & Events CIRI conducting survey for upcoming symposium The Cleaning Industry Research Institute International announces the release of its second survey designed to help organizers further develop pertinent, topical information for CIRI’s upcoming Cleaning Science Symposium, “Green Cleaning & Science” at the Georgia Institute of Technology Conference Center in Atlanta, April 27-29. “The results of this second, more in-depth survey will help us define specific topics to be examined throughout the symposium and allow us to get a better feel for how our industry perceives the science of green cleaning,” said Dr. Steven Spivak, chairman of the CIRI Science Advisory Council. Ciriscience.org
Commercial marketing program set for May “Weathering the Storm,” a program designed exclusively for restorers to dramatically shorten the learning curve in making a successful entry into the commercial, institutional and industrial market, will be held May 4-6 in Rosemont, IL. “Weathering the Storm” is a two and a half day program that provides restorers with everything they need to successfully implement a commercial marketing program that will help them capitalize on the opportunities the commercial market offers. The program also covers advanced social media strategies that restorers have used to land valuable face-to-face meetings with large commercial clients. gobda.com
CRI SOA signs 1,000th service provider Summit Maintenance Solutions of Tri-Cities Wash. has joined CRI’s Seal of Approval Service Providers Program as its 1,000th participant. Summit Maintenance Solutions owner Dennis Torres said he applied for the SOA program in order to demonstrate his commitment to providing his customers with, “Proven equipment and the safest and most effective chemicals.” His company uses SOA Gold Level-rated Hoover C1320 vacuums and Advanced AquaPro XP extractors, as well as SOA-approved solutions from Simple Green, Revitalize and Procyon. www.carpet-rug.org
Calendar of Industry Events Conventions & Trade Shows
April 14-16: 2011 Connections Conference and Exhibition, Clearwater, Fla. Call (888) 881-1001 or go to www.connectionsconvention.org for more information.
May 11-12: 2011 DRC Conference and Trade Show, Toronto. Call (905) 820-5215 or go to www.drctradeshow.com for more information.
May 16-20: 2011 Crawford Contractor Connection, San Diego, Calif. Go to www.contractorconnection.com/contractorconference for more information.
ARCS sets tour of cutting-edge cleaning facility A tour and hands-on evaluation of a state-of-the-art rug washing facility has been scheduled by the newly-formed Association of Rug Care Specialists. Dive into Rug Cleaning will take place April 29-30 at Deep Eddy Rug and Carpet Cleaners in Austin, Texas and is open to all rug care professionals. “Dive into Rug Cleaning is an opportunity for rug cleaners at all experience levels to evaluate cutting-edge technologies at one of the most complete plants in the world,” according to Bon Ton Rugs’ Buzz Dohanian, a founding member of the ARCS.
Boyce Named COO for Steamatic, Inc. Steamatic recently named Steve Boyce as the organization’s new Chief Operations Officer. The announcement was made by Bill Sims, president of Steamatic, Inc. Boyce has owned and operated his own multi-truck cleaning, restoration and home inspection company, and has served as National Sales Manager for the industry’s leading chemical manufacturer. He has consulted with major franchises, distributors and manufacturers, and has been a litigation consultant and expert witness. steamactic.com
April 2011 | www.icsmag.com
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The Rug Cleaning Specialist
By
Aaron Groseclose
Aaron Groseclose is president of Master Blend, and has more than 20 years experience in the cleaning industry. He is a senior carpet inspector and has led many carpet, upholstery, Oriental rug, leather and commercial cleaning seminars worldwide. Aaron is also co-developer of the Master Rug Cleaner Program. His email address is
[email protected] New S100 Standard Going to Press In February we launched a new series titled Rug Cleaning 101.
I
n that article the IICRC “S100 Standard and Reference Guide for Professional Carpet Cleaning” was mentioned. The good news is the 2011 Edition is about to go to press with the title “Standard and Reference Guide for Professional Cleaning of Textile Floor Coverings.” I was privileged to chair the rug cleaning portion and want to thank the members of the committee who worked long and hard to complete the new Standard and Reference Chapter on area rugs. Especially a big hats-off to my former neighbor Doug Bradford who was chairman of the S100 process, which took almost 5 years. We have come a long was from the First Edition in 1991, the “IICUC Standard S001 – Standard Reference 14
Cleaning Specialist | April 2011
Guide For Professional On-Location Cleaning of Installed Textile Floor Covering Materials.” The Fifth Edition of the S100 reflects the change in floor covering trends over the past 20 years, with cleaning not just focused on installed textiles. The documents with all supporting appendices will be over 300 pages – a real accomplishment for the industry. The other big news is the document has been approved by ANSI (American National Standard Institute). This means the S100 has recognition as the standard of care for soft floor coverings. Those of you doing restoration work are familiar with ANSI, as both the “S500 Standard and Reference Guide for Professional Water Damage Restoration” and “S520 Standard and Reference Guide for Pro-
fessional Mold Remediation” have been approved under this process. The S100 does not attempt to teach comprehensive cleaning procedures; rather, it provides the foundation for basic principles of proper cleaning practic-
1
It’s “Textile” cleaning now, not just carpet
2
The S100 is still your best foundation to build from
3
Cleaning rugs on-site should be avoided
Cleaning rugs in-plant as opposed to on-site is always preferred.
es. It is not intended to replace training, seminars, books, or workshops. So what does it mean to the cleaning industry to have an ANSI-approved standard of care for rugs? Certainly the
professional should always use common sense and good judgment, but now there is a minimum level of care for these textiles that your customer and peers can use to measure your practices.
One of the principles established in the Fourth Edition was that rugs should be cleaned in a plant environment, not on-location. It is not possible to properly clean the customer’s rug in-home (dusting, fringe correction, urine decontamination, etc.) or correct potential problems that might appear after the rug is dry (dye bleed, quality control results, etc.). When the homeowner wants you to clean her rug on-location, tell her, “Our industry standard recommends cleaning take place in a plant or shop environment.” If you do not yet have a shop in which to clean your rugs work with an established rug plant that can provide a wholesale price-point. Once the new S100 comes off the press, I highly recommend you get a copy to have as a reference and guide; you will want to review all the topics it covers, from chemistry to commercial carpet cleaning.
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[email protected] Circle 19 on the Free Information Card April 2011 | www.icsmag.com
15
Hard Floor Maintenance Opportunities
By
Stanley Quentin Hulin
Stanley Quentin Hulin has been actively involved in the industry providing services, management and sales/marketing expertise since 1975. Stan conducts training seminars/clinics, establishes educational programs and serves as a speaker at industry conventions and meetings. E-mail him at
[email protected] Bamboo: Maintaining The Grass That Acts Like Wood Somewhere in the early to mid-1990s, bamboo flooring arrived in the United States and since that time has made a considerable impact in the flooring market. Although bamboo was initially met with a certain amount of skepticism (and there’s still some out there), it is now a force to be reckoned with.
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he floor maintenance technician will be hard pressed not to encounter this flooring material sometime in their career and, as Louis Pasteur once said, “Chance favors the prepared mind.” Bamboo, like any other flooring material, has properties and characteristics unique to its classification. These properties and characteristics dictate how it will look and perform in different environments. The construction and manufacturing processes also contribute to these classification traits, and are helpful for the floor-maintenance technician learn16
Cleaning Specialist | April 2011
ing to understand how maintenance impacts them. When you look at some species of bamboo, you would assume that it is a tree, but bamboo is really a grass. The stem or trunk of the bamboo plant is called the culm. It looks like a series of hollow cylindrical chambers that are jointed (nodes) and tapered to the top. Color ranges from green and gold to brown and, in some cases, striped. There are many different species of bamboo, but the most common species used for flooring material is Moso (phyl-
1
Bamboo has gone from pretender to contender
2
Get familiar with the Janka scale
3
Bamboo can be very soft; tread lightly
Do you know a true humanitarian Do Do You You Have Haveandan anrestoration Industry Industry Hero? Hero? in the cleaning industry? Ralph RalphBloss Bloss 1923-2003 1923-2003
th Now accepting nominations for the 9 Annual Now Nowaccepting acceptingnominations nominationsfor forthe the ICS Award ICS ICSCleaning Cleaning CleaningSpecialist Specialist SpecialistRalph Ralph RalphBloss Bloss BlossHumanitarian Humanitarian HumanitarianAward Award
The ICS Cleaning Specialist Ralph Bloss Humanitarian Award honors members of the floor care industry whose The TheICS ICS Cleaning Cleaning Specialist Specialist Ralph Ralph Bloss BlossHumanitarian Humanitarian Award Award honors members membersbenefi ofofthe thetsfloor floor care care compassion, self-sacrifi ce, leadership and creativity produce signifi canthonors and outstanding for mankind. industry whose compassion, compassion, self-sacrifice, self-sacrifice, leadership leadership and andcreativity creativity produce producetouched, significant significant and andoutstanding outstanding The industry award is awhose celebration of the life of Ralph Bloss, an individual who reached, counseled and inspired thousands of people in the fl oor care industry. benefits benefitsfor formankind. mankind.The Theaward awardisisaacelebration celebrationofofthe thelife lifeofofRalph RalphBloss, Bloss,ananindividual individualwho whoreached, reached,
touched, touched,counseled counseledand andinspired inspiredthousands thousandsofofpeople peopleininthe thefloor floorcar carindustry. industry.
hu·man·i·tar·i·an (hyo o-mănৣş-târৠŋ-ӂn) – Noun: a person devoted to promoting the welfare of humanity, especially through the elimination of painThese and suffering; philanthropist. These are areour our past pastwinners: winners: 2003 2003Barry BarryCosta Costaand andTom TomHill Hill
These are our past winners: 2004 2004 Randall Randall Linton Linton 2005 2005 Neil NeilHill Atkinson Atkinson2007 Steve Toburen 2003 Barry Costa and Tom 2006 2006 Al Al Bradham Bradham 2004 Randall Linton 2008 Karl Bohr, Sr. 2005 Neil Atkinson 2009 Cary Adler Nominations Nominationswill willbebereviewed reviewed and the therecipients(s) recipients(s)determined determined bythe the nomination nominationcommittee. committee.All All 2006and Al Bradham 2010by Bob Bonwell
members membersofofthe thefloor floorcare careindustry industrymay maysubmit submitnominations. nominations.The Thedeadline deadlinefor fornominations nominationsisisJune June30. 30. Nominations will be reviewed and the recipients(s) determined by the nomination committee. All members of Recipient(s) will willbe bepresented presented with withthe theaward award during during the theConnections Connections 2007 2007 Convention Convention and andTrade Trade the flRecipient(s) oor care industry may submit nominations. The deadline for nominations is July 8. Show ShowininLas LasVegas, Vegas,Sept. Sept.12-14 12-14. . Recipient(s) will be presented with the award during the Connections 2011 Convention and Trade Show in Las Vegas, Sept. 7-9. Nominee’ Nominee’ s sName Name__________________________________________________________________________________ __________________________________________________________________________________ Company CompanyName Name__________________________________________________________________________________ __________________________________________________________________________________ Nominee’ Name __________________________________________________________________________________ Address Addresss________________________________________________________________________________________ ________________________________________________________________________________________ Company Name __________________________________________________________________________________ City City______________________________________________State ______________________________________________State __________________Zip __________________Zip __________________ __________________ Address ________________________________________________________________________________________ Phone Phone ____________________________Fax ____________________________Fax __________________________E-mail __________________________E-mail ________________________ ________________________ City ______________________________________________State __________________Zip __________________ Phone ____________________________Fax __________________________E-mail ________________________ Your YourName Name ______________________________________________________________________________________ ______________________________________________________________________________________ Company CompanyName Name__________________________________________________________________________________ __________________________________________________________________________________ Your Name ______________________________________________________________________________________ Address Address ________________________________________________________________________________________ ________________________________________________________________________________________ Company Name __________________________________________________________________________________ City City______________________________________________State ______________________________________________State __________________Zip __________________Zip __________________ __________________ Address ________________________________________________________________________________________ Phone Phone ____________________________Fax ____________________________Fax __________________________E-mail __________________________E-mail ________________________ ________________________ City ______________________________________________State __________________Zip __________________ Phone __________________________E-mail ________________________ Why Whyare are____________________________Fax you younominating nominatingthis thisindividual? individual?More Morespecific specific background backgroundinformation informationwill willbeberequested requested for fornominees nomineesbeing beingconsidconsidered eredbybythe thecommittee committee Why are you nominating this individual? More specific background information will be requested for nominees being considered by the committee
Complete Complete theform form and mail mail ititto: to: Complete thethe form andand mail it to:
ICS ICSCleaning Cleaning Specialist/Ralph Specialist/Ralph Bloss BlossHumanitarian Humanitarian Award, Award, 22801Ventura Ventura Blvd.Ste. Ste.Woodland 115, 115,Woodland Woodland Hills, CA CA91364, 91364, faxit itto:to:(818) (818)224-8042 224-8042 ICS Complete Cleaning Specialist/Ralph Bloss Humanitarian Award, 2280122801 Ventura Blvd.Blvd. Ste.115, Hills,Hills, CA 91364, or faxoritorfax to:(818) 224-8042 the form and mail it to: Nomination Nomination forms forms can can also also be be found found online online at at www.icsmag.com. www.icsmag.com. For For more more information information call call Evan Evan Kessler Kessler at at 303-255-1263. 303-255-1263. Nomination forms can also be found online at www.icsmag.com. For more information call Evan Kessler at 303-255-1263 or email at
[email protected]. ICS Cleaning Specialist/Ralph Bloss Humanitarian Award, 22801 Ventura Blvd. Ste. 115, Woodland Hills, CA 91364, or fax it to: (818) 224-8042 Nomination forms can also be found online at www.icsmag.com. For more information call Evan Kessler at 303-255-1263.
Hard Floor Maintenance Opportunities
lostachys edulis) bamboo. Moso can grow as tall as 60 feet with a diameter of 5 to 7 inches, and can be harvested every 3 to 8 years. Because of its rapid growth it is considered to be an “eco-friendly” flooring material. In order for bamboo to be used as a flooring material, it must possess the properties of durability which equate into hardness. The hardness of bamboo is measured using the Janka hardness scale, which produces a rating value by measuring the pounds of force required to embed an 11.28 mm (0.444 in) steel ball into the bamboo to half the ball’s diameter.
The Janka hardness rating ranges from as low as 100 (balsa) to as high as 4500 (lignum vitae). Natural bamboo ranges between the values of 1380 – 1410 which is somewhere between the hardness of white oak and hard/sugar maple. Carbonized bamboo is somewhat softer, with a rating range between 1010 and 1120 which is harder than heart pine, but softer than black walnut. Which begs the question, why such a wide range of hardness? Many factors play into the hardness of bamboo, which is why it is all over the chart. When it is harvested in its growth cycle and how it is manufactured are key components to the hardness factor. Additionally, there are very few laws that govern the quality control of products coming from foreign nations, making consistency difficult. The manufacturing process begins with the culm or stalk of the bamboo being sliced, cut into strips and steamed
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Cleaning Specialist | April 2011
under pressure to sanitize the product. Carbonized bamboo undergoes the process for a longer period of time which produces the darker colors associated with carbonized bamboo, however the additional steaming also reduces the hardness rating. The strips are kiln dried and glued together using a combination of heat and pressure in the bonding process. Horizontal bamboo flooring is achieved by gluing the strips face up which allows the nodes to be visible and vertical flooring is achieved by gluing the strips side by side which gives the floor more of a striped appearance. Both of these processes are for solid bamboo of which the bamboo may be natural or carbonized. Other types of bamboo include engineered and strand woven. Engineered bamboo is similar to solid bamboo; however, the cross-layered underlayers can be made of less expensive softwoods or lower grade bamboo and contain 3 to 7
may wish to consider area rugs or walk off mats to help combat some of these conditions. This is especially true of walk off mats in entrance areas that are exposed to the outside elements. Maintenance for bamboo, like most wood floors, is relatively easy: dust mop, sweep or vacuum regularly and damp mop with neutral cleaner solution when needed. For the most part this will keep the light to moderate soil in check. With heavy soil you may have to do a wet mop and rinse. When this service procedure is performed, it is important to remove as much solution from the floor as possible. Wet vacuuming followed by a damp mop will remove most of the moisture, but understand that water seeks the path of least resistance and migrates to the lowest point. This means that moisture will seep between the joints where the slats are joined and continue downward to the subfloor.
Although the top of the bamboo flooring is sealed with durable polyurethane or urethane coating, what’s underneath is not. Excessive moisture may cause discoloring, warping or cupping. Periodic maintenance may incorporate a screening with a fine grit screen followed by a single coat of urethane or polyurethane. Restorative maintenance may require moderate to coarse grit to start, finer grits to finish, followed by two coats of urethane or polyurethane. Both of these service procedures should be performed by trained professional technicians. Bamboo flooring may be relatively new to the industry, but it sure looks like it is going to be here for a while. Understanding what it is, how it is manufactured and the properties and characteristics will help the floor maintenance technician provide better service for his customers.
layers. Strand woven bamboo is made by gluing shredded fibers from the culm together under extreme heat and pressure. The result is a very durable product and can be either natural or carbonized. The boards of glued strips are then milled to make the tongue and groove slats used for installing the flooring material. Finally, the boards are stained and finished. The finishes used for bamboo flooring are generally polyurethane or urethane coatings that, in some cases, contain aluminum oxide, which gives the flooring a very durable finish. All bamboo flooring is not the same and some is less durable than others. Some bamboo flooring can be indented with your thumbnail or easily scratched with a coin. The primary concerns when maintaining bamboo flooring are indenting, scratching and moisture. Most wood floors have the same issues. There is very little the floor maintenance technician can do about indenting and scratching. High-heel strikes and objects being slid across the floor will cause these conditions and once they have occurred, they are there. Owners of bamboo flooring Circle 27 on the Free Information Card April 2011 | www.icsmag.com
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To Your Success
By
Steve Toburen
Steve Toburen sold his carpet cleaning and restoration business and retired at the age of 38. He now serves as Director of Training for Jon-Don’s Strategies for Success program and created their Value Added Service for Technicians seminar. Jon-Don is the exclusive distributor for Steve’s “Winning on the Home Front” line of audio customer service programs. For more information call (800) 556-6366 or go to Jon-Don’s new information resource for all carpet cleaners, www. StrategiesForSuccess.com Steve welcomes your comments and/or questions at
[email protected] Avoiding the Hardscrabble Life “I remember it being green and humid, nothing like this hardscrabble land.” – Elmore Leonard
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he phrase “hardscrabble life” is defined as “a life providing or yielding meagerly in return for much effort; demanding or unrewarding as in: the hardscrabble existence of the typical carpet cleaner!” OK, so maybe I switched out the words “mountainside farmers” for “the typical carpet cleaner.” But it fit well, didn’t it? Simply put, far too many carpet cleaners just “own a job” that provides a meager, demanding, unrewarding existence! So sad, simply because carpet cleaning can provide a great life if you do it right. In my March “To Your Success” we discovered how to get out of this “confusing survival with success” syndrome. 20
Cleaning Specialist | April 2011
Above all, you and your family must define your goals, dreams and vision of where you want your business to take you. Got it? Then let’s move to our next step… How am I going to keep the money coming in to fund my vision? Notice the word “keep.” Nothing is harder than keeping a stream of price-shopping, lowdollar residential customers coming in on a regular basis. This irregular cash flow leads to a hardscrabble, boom-andbust business mentality where you are constantly under the gun to make your phone ring. I hit this exact agonizing problem early in my business career. I just knew there
had to be a better way, and there was: I invented “Toll Booths” for my company! Think about it: nothing is more boring
1
”Owning a job” just won’t cut it
2
Predictable cash flow is critical to success
3
Consider keeping your contracts open-ended
than a toll booth. You sit there and the people (and the money) come to you. Yep – boring, predictable and absolutely essential for your business success. Just imagine: routine cash flow that happens without your constant effort. Here are two Toll Booths I installed in my company …
recommended cleaning schedule and, if you really want the regular contract, you can sweeten your proposal by offering to do the initial cleaning at the lower contract price. So how do you sign up these commercial contract Toll Booths? A) Start up a routine, face-to-face marketing program where you contact at
least 20 new commercial prospects per week. With proper planning you can do this in one long morning. B) Don’t get trapped by the “How much do you charge per square foot?” question. Instead, ask your commercial contact to give you a quick tour of the premises while you fill out a Commercial Carpet Analysis (CCA) form.
Toll Booth #1: Regular Contract Commercial Work I discovered my first Toll Booth concept almost by accident. At the very first restaurant job I ever sold, the steak house owner asked me, “How often should I have my carpets cleaned?” I frantically thought for a second and stammered out, “Once a month, sir!” I really had no idea since this regular cleaning idea had never occurred to me. Sixteen years later when I sold my company, we had cleaned this restaurant’s carpets almost 200 times. Voila – a cash flow Toll Booth! Never give a commercial proposal for a one time cleaning only. Always submit at least three different options based on your interview with the property manager. Your highest quoted price should be for an as-needed “resurrection cleaning” where they call you only when they can’t stomach the carpets anymore (or when the health inspector is threatening to close them down!) But also include an intermediate frequency plus your Circle 1 on the Free Information Card April 2011 | www.icsmag.com
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To Your Success
For a copy of the form I used, go to http://tiny.cc/SFScca. C) Based on your CCA profile, develop a detailed analysis of the account’s maintenance requirements and the three different options detailed above. D) Do a demo of your cleaning abilities and sign the prospect up. E) Count your Toll Booth money as the years roll by! Note: I always left my commercial Service Agreements “open-ended” by never specifying a contract term. We learned the hard way that if the business didn’t want us cleaning their carpets, they totally ignore the contract terms and would dump us no matter what! So I made the contract “easy to sign” by explaining to my prospect that we knew our superb, reliable service would keep the account. So instead of trying to tie them up legally, they could terminate our services at any time. Few did! By focusing on regular contract commercial work, we eventually received 30% of our gross business income from these Toll Booth contracts. This routine, predictable cash flow that I could count on went a long way toward getting me out of the typical carpet cleaner’s hardscrabble existence. But then I wondered if this routine Toll Booth concept could be applied to homeowners…
Toll Booth #2: Regular Contract Residential Work I discovered that my problem was not with the homeowner. Properly structured and explained homeowners love preplanned, prepaid maintenance service contract Toll Booths. The problem was right between my ears: I simply didn’t believe my residential clients would pay me on a routine basis for future work. I was wrong! I finally developed a residential maintenance concept I called the Stay Beautiful program where my clients pre-paid for routine cleanings in the future. Here is how it worked: After receiving the customer’s check 22
Cleaning Specialist | April 2011
for the initial cleaning the tech would just ask, “Have you heard about our Stay Beautiful program?” He would then explain that for just 10% per month of the normal cleaning price, we would clean their carpets twice per year. So six months from the initial service we would clean all the open areas that we had just cleaned. And then one year from the original service date we would re-clean all the covered areas, including moving the furniture just like we had done in the first cleaning.
actually made more money per hour on our Stay Beautiful accounts than we did on our higher-priced, as-needed residential work. More importantly, I now was enjoying routine, predictable cash flow from a second business Toll Booth. The Toll Booth concept can be easily applied to other areas of the cleaning industry. Entrance mat rentals, window washing routes, duct cleaning contracts and of course the old Toll Booth standby of regular janitorial contracts can all add consistent, routine cash flow to
A good deal for my customer, but an even better Toll Booth for me! We would painlessly take the Stay Beautiful payment out of the customer’s checking account or credit card (their choice) and handle all of the scheduling for them. For a complete overview of the Stay Beautiful program go to http://tiny.cc/SFSsb. Note: We motivated our employees to sell the Stay Beautiful program by giving them the first month’s payment as a bonus! Since our average Stay Beautiful account ran $30 to $40 per month, the tech could easily add a hundred bucks or more to his weekly paycheck just by mentioning the program. With the Stay Beautiful program the carpets now cleaned in a flash, and I could schedule the work when I was already in their neighborhood. The more-frequent cleanings, faster production and much less drive time meant we
your company. And obviously, tile and grout cleaning can be easily and profitably added to the commercial and residential carpet cleaning Toll Booths in this article. So please, think carefully on how you can get out of the hardscrabble existence of constantly scrambling to keep your schedule full and the cash flowing in. Sure, it takes time and focused energy to get these business Toll Booths going. But as the years go by and the “tolls” you collect mount, you will realize it was all worthwhile. And don’t forget the long-term “hidden benefit” of each Toll Booth account you set up. If and when you decide to sell your company and retire, the one feature business buyers will consistently pay a premium for is – you guessed it – routine, regular, reliable cash flow they can count on. Sounds like a plan to me!
COMPANY
PAGE
Butler 24-25 Bridgepoint Systems 40 Bridgepoint Systems 42 Cleanco 28 Extech 32 FLIR 30 Fluke 38 Injectidry Systems, Inc. 46 MasterBlend 43 Nissan 27 Phoenix Restoration Equipment 34 Prochem 36-37 Rotovac 44 Sapphire Scientific 26
Showcase
Butler
30 Years of Quality, Value & Service
C
raftsmanship
The latest technology, combined with our tradition of handson craftsmanship, truly defines the Butler System. Our passion for building a high quality machine is reflected in the tremendous pride and care inherent in the hundreds of Butler Systems manufactured and reconditioned at our factory each year.
Value and Dependability No other cleaning machine is simpler to operate, more reliable, easier to maintain, lasts longer, offers as many standard and optional features, has a more comprehensive warranty or a greater resale value than the Butler System…none! The Butler System is especially appreciated by cleaning and restoration professionals who operate their businesses in remote locations or where dependable local service is not available.
Features The utilization of our Shaft-Drive technology and the strategic location of each component maximizes cargo area spaciousness, leaving ample room to accommodate additional equipment and supplies. Customers may choose to individualize their Butler System with an exclusive selection of optional equipment.
Vehicle Selection and Convenience Selection, convenience, availability and competitive pricing are why most of our customers choose a complete turn-key package from our extensive inventory of new and pre-owned Butler Systems, vans, cube vans and trucks. Many vehicle model choices are available with a variety of optional features. The Butler System may also be installed in a customer supplied van.
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Cleaning Specialist | April 2011
Butler
Showcase
Exclusive Financing and Lease Programs There are many ways to finance a new or pre-owned Butler System and vehicle. Our financing department will be pleased to confidentially assist you with bank financing, leasing or lease-to-own programs that are exclusive to our customers. We offer programs with low interest rates, no down payment and terms from 24 to 72 months.
10-Year Warranty Our commitment to quality is emphasized with “The Industry’s Only 10-Year Warranty.” This “Warranty for New Butler Systems” is provided at no additional cost, with no limitations on machine hours and may be transferred at no charge. Factory reconditioned, Butler Systems are warranted for One full year.
Guarantee Buy Back Program We offer an exclusive program to provide our customers the opportunity to trade-in or cash-in their 15 year old or newer Butler System and van at anytime during ownership. The trade-in or cash-in value for a used Butler System/van could be as much as 75% (or more) of the original purchase price. A Butler System/van may be traded-in or cashed-in prior to the termination of a finance or lease agreement.
More Information Welcome to the Butler Corporation We, as a company, have always aspired to achieve the satisfaction of those who have ambitious goals and high expectations. We recognize that our continuous commitment to provide unprecedented quality products, coupled with unparalleled customer service and support is essential to earning the respect and loyalty of our customers.
We invite you to visit our website at butlersystem.com or call 800-535-5025 to request our free 92-page, color brochure for more comprehensive company and product information. See why thousands of professionals nationwide have chosen the Butler System as a primary addition toward their business success. You may also request a personal demonstration or a factory visit at your convenience.
The Butler Corporation 251 Moody Street, Ludlow, MA 01056
butlersystem.com 800-535-5025 Vehicle specifications and prices are available upon request. The Butler System price will vary when installed into cube vans and trucks. The “Guarantee Buy-Back Program” is limited to the continential United States. Additional terms, conditions, specifications and exclusions apply. Financing and lease programs are subject to credit approval. GM and GMC are registered trademarks of General Motors Corporation. Ford is a registered trademark of Ford Motor Company.
Circle 28 on the Free Information Card Advertisement April 2011 | www.icsmag.com
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Showcase
Sapphire Scientific
The Power of Three Three advanced formulation carpet cleaning products that every carpet cleaner should use.
S
apphire’s three premier cleaning products are formulated with proprietary new chemical technologies that remove the toughest soils easily and leave carpets clean and soft, fresh-smelling and highly resistant to resoiling. Fission™ Heavy Duty Traffic Lane Cleaner is formulated with a unique array of surfactants and solvents that enable it to clean as effectively as more aggressive cleaners but without the risks associated with other products’ high alkalinity. Fission utilizes SST, Sapphire’s proprietary “soil separation technology.” This system releases even tightly-bound particulates and suspends them for removal. This technology also enables Fission to remove difficult materials such as pet hair from carpets.
For maximum cleaning versatility, Sapphire developed VersaClean™, which outperforms competitive products in cleaning power and in cost-peruse. The product’s extremely low foam characteristics ensure proper equipment operation and maximum efficiency. In addition, VersaClean has encapsulation properties which capture additional soils that can be easily removed by follow-up vacuuming.
most materials and it does not produce noxious odors. Highly effective on pet urine, wine, algae and many other substances, Oxcelerate works where prior treatments have failed. Oxcelerate can also be used as part of Sapphire’s Hard Surface Cleaning system to remove stubborn stains from tile, grout lines, concrete and other hard surfaces.
For moderate to severe stain and odor situations, technicians turn to Oxcelerate. This spotter’s advanced formulation uses an oxygen bleach formulation to power out stains and odors without damaging
Sapphire’s approach to cleaning chemicals is unique in the industry. Rather than providing many options for each application and using complex multistep procedures, Sapphire’s new forAdvertisement
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Cleaning Specialist | April 2011
mulations and streamlined application procedures mean fewer products and fewer steps, and ensure that there’s no compromise in cleaning performance. The result? Low inventory costs, more profitable operations, simpler technician training and happier customers. Need the Power of Three? Choose Fission for its highly effective traffic lane cleaner formulation, the low-foam VersaClean powerhouse, and Oxcelerate’s stain- and odor-fighting capabilities. Visit www.SapphireScientific.com to learn more!
Nissan
Showcase
2012 Nissan NV Offers Breakthrough Design, Brings New Thinking to Commercial Vans Nissan Enters United States Commercial Vehicle Market with Innovative Standard and High Roof Vans Designed to “Help Businesses Run Better”
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he 2012 Nissan NV marks Nissan’s first entry into the U.S. commercial vehicle market. Scheduled to go on sale in spring 2011, the Nissan NV is available in three models, NV1500, NV2500 HD and NV3500 HD, and in two roof configurations – Standard Roof and High Roof. The NV is the first commercial van to offer rugged body-on-frame construction combined with a High Roof, offering most users the ability to walk, stand and work in the cargo area. The NV’s rugged, masculine design combines a full-length hood with access to the engine for service and maintenance, along with signature Nissan styling cues such as large headlights and vertical grille. The broad bodysides project a serious commercial vehicle appearance and provide ample room for company logos and advertising messages. The tall, wide doors offer easy access to the cargo area. Without the engine protruding into the cabin space, the passenger compartment is roomy and comfortable with wide, supportive seating and an expansive instrument panel. The NV offers a well-organized mobile office. The passenger seat includes a segment-exclusive fold-down feature, providing a convenient worktable. An available lockable center console offers innovative storage compartments and space to hold bind-
ers, hanging file folders and a laptop computer. Other convenient storage spaces include a wide overhead console (available with High Roof models), underseat storage drawers (NV2500 HD and NV3500 HD models) and large door pockets. The NV also provides exceptional utility, thanks to a long, wide cargo floor, square-top wheelwell housings and nearly vertical sidewalls. Along with maximizing cargo space, the sidewalls accommodate aftermarket storage systems without excessive modification. The cargo area also features an available fulllength inner panel to prevent cargo from denting the vehicle’s outer skin. There are also multiple integrated reinforced
attachment points for easy mounting of cargo customization equipment by vehicle upfitters. Powering the rear-wheel drive Nissan NV is a choice of two powerful yet fuel-efficient engines – a 4.0-liter V6 and 5.6-liter V8. Both are mated to a standard 5-speed automatic transmission. The all-new Nissan NV is assembled at the company’s manufacturing plant in Canton, Miss. Suggested prices for the 2012 Nissan NV Standard Roof models start at $24,590 for the 1500 S V6 model, and High Roof prices start at $27,990 for the 2500HD S V6. For more information, visit NissanCommercialVehicles.com.
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Showcase
Cleanco
Practical Compact Design
C
leanco Truckmounts are known throughout the industry as dependable, reliable, money making workhorses due to quality craftsmanship, extraordinary engineering and user friendly operation.
Quality Craftsmanship Our systems are built with quality components including a Roots Whispair DSL blower producing up to 560 CFM, featuring FloMax Airflow Technology for faster drying times, a 5CP Cat Pump with adjustable pressure for upholstery, carpet and hard surface cleaning and the Cleanco multi stage P.T.I. heat exchanger delivering water temperatures of 240°F for optimal cleaning performance. The power transfer of the Cleanco direct drive unit comes from a solid precision balanced PTO shaft driven by the van engine.
Extraordinary Engineering Cleanco takes pride in the practical configuration of our equipment. With every Cleanco Compact you have free open cargo space in your van. Using the least amount of cargo space allows room for other equipment required in the daily operation of your business. Strategically placing the equipment in the van also ensures even weight distribution, increases passenger safety and vehicle longevity. Cleanco Compact Truckmounts feature a unique recovery tank design with a sloped floor for quick, easy draining and less sludge build up. The recovery tank incorporates raised twin 3” stainless steel blower protection filters and
a raised auto shut off switch to ensure maximum waste water capacity.
User Friendly Operation Complete system operation starts with the precisely designed control panel that features a gauge monitoring package, pressure & temperature controls and a dual speed setting for upholstery or carpet cleaning. Unit operation is powered by our E.T.M. (Electronic Throttle Module) which maintains the van engine speed at a consistent RPM, saving fuel costs. The control panel is also removable in seconds for complete access to major components for maintenance and servicing. Advertisement
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Cleaning Specialist | April 2011
As proof of our commitment to quality products, all Cleanco Compact models are backed by a 5 Year ExtendA-Care Warranty with no hour limits or documents to be returned yearly. You are free to run your equipment as little or as much as your business demands.
If you are looking for power, reliability and dependability in a truckmounted cleaning system then see what a Cleanco can do for you.
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FLIR
Innovation Transforms the Infrared Camera Market
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s more and more restoration contractors adopt infrared cameras, a wide array of infrared cameras have emerged for water/moisture-related applications. Are you evaluating infrared cameras for your business? Wouldn’t you want the most experienced infrared company on your side? Only FLIR has focused solely on infrared for nearly five decades. Whether it’s protecting troops in battle; performing search and rescue for a sick elder who has wandered from home; or helping ships safely navigate through dark and foggy waters, FLIR has been there, pioneering infrared technology and making it increasingly affordable for over 100,000 users around the world since the 1960s. For building professionals who need precise temperature data and crystal clear images for diagnostics and inspections, FLIR introduces the all-new E-series “bx” cameras. These new imagers offer professional-grade specifications and all-new features designed to transform the compact thermal imaging camera market. The FLIR E-Series includes four all-new “bx” compact thermal imaging cameras that offer superior infrared diagnostic capabilities coupled with industry-first innovations like Wi-Fi connectivity to mobile devices such as iPhones® and iPads®. With up to 76,800 pixels (320 × 240) IR resolution coupled with 2% accuracy, NE@CALKEJP?KI
interlinksupply
4-
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Showcase
Bridgepoint Systems
Short Chain, Long Chain? Don’t let them pull your chain. Bridgepoint has the carpet protector you need.
W
hat really has changed about protectors?
Previously fabric protectors almost always contained an ingredient called a fluorochemical. The technology traditionally used in these fluorochemicals has been called C-8 or “long chain” fluorochemicals. Concerns about a lasting environmental footprint with C-8 fluorochemical technology led to changes and improvements in the way these fluorochemicals were manufactured. This new fluorochemical technology has led to a greatly reduced environmental footprint and is called “short-chain” fluorochemical technology. Don’t let them pull your chain though; Bridgepoint was way ahead of the curve on this. Read on.
Let us simplify your life and help you to continue making money. Bridgepoint Maxim Advanced® uses the new short chain fluorochemical technology and has for two years. It provides vastly superior performance in
stain resistance to other long-chain and short chain fluorochemical protectors due to the fact that is also employs the latest generation of dyeblocking technology with acid dye resistors. While fluorochemicals provide primarily soil resistance and water repellency to a protector, dyeblockers provide an additional level of protection that keeps spilled material from penetrating the carpet fiber itself to prevent staining.
Make sure your protector has an effective demonstration system Picking a “favorite” protector should include one that has a system or demonstration kit that makes it easier to sell. Maxim Advanced has the industry’s most comprehensive and proven demonstration kit that allows you to demonstrate its effectiveness right on carpet or upholstery samples. For a free training video on how to use these demonstration kits to close the highest level of protector sales you ever have, visit http:// www.youtube.com/interlinksupply.
all. They are generally formulated with polymers and acid dye resistors. They can be made with “green” approved ingredients and therefore can be considered green. Bridgepoint Encapuguard Green is much less expensive than traditional protectors (about $27 per gallon) and can cover a wider area per mixed gallon (up to 6000 square feet per gallon). These protectors do a really good job of resisting particulate and water based soiling (they should since they contain polymers). They do an even better job of resisting stains They are generally not as effective as traditional fluorochemical protectors at resisting oil based soiling.
Looking for a Certified Green Protector? There is a new generation of protectors that do not contain fluorochemicals at Advertisement
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Cleaning Specialist | April 2011
Whatever protector you choose, just sell it!
MasterBlend
Showcase
The power of a truckmount with the convenience of a portable.
M
asterBlend has a wide variety of carpet cleaning equipment and products - providing the professional carpet cleaner with premium performance they can count on to handle any obstacle they may encounter. The El Diablo Truckmount is a feature-rich machine that was designed for simple operation and maintenance with the power you need. The 195,000 BTU diesel heater will maintain up to 250˚F water temperature for dual wand or hard surface cleaning. A Roots Whispair 45DSL blower creates up to 400 cfm. The blower’s dual splash lubrication feature has oil lubrication on both the gear and drive ends to eliminate greasing. The Cat 3CP pump provides adjustable pressures up to 2000 psi and 4.2 gpm. A stainless steel waste tank features the Kunkle Valve that limits the vacuum relief to 14” of mercury. The valve allows long hose runs of up to 700 feet for true dual wand cleaning. The TruckForce portable provides the cleaner with all around heavy-duty performance - the power of a truckmount with the convenience of a portable. This machine is packed with features needed to tackle the toughest jobs. It comes in two models: a 500 psi model with three 2 stage vac motors, or a 1200 psi version with two 2 stage vac motors. Both models feature a 22-gallon fresh water tank, and a 15-gallon wastetank with a 20-gallon per minute automatic pumpout system.
The MasterForce portable is a smaller, lighter version of the TruckForce. The MasterForce includes the same proven high performance components of its big brother. There are several models available from a 150 psi version to a 500 psi, and finally the 1200 psi model. All of the models are available with automatic fill and automatic pump-out options. MasterBlend also has a wide array of high quality cleaning solutions that are the perfect partner for your cleaning needs. The filthiest traffic lanes are
easily cleaned with Redline PreSpray available in a 32:1 ultra concentrated liquid or an economical powder. MasterBlend also produces Soap Free - a powerful powder cleaner that leaves no sticky residue and doesn’t require extra rinsing. Soap Free is safe and effective and contains no harsh chemicals or solvents. Your customers will be completely satisfied with the results. For more information on MasterBlend and their products, call (800) 525-9644 or visit www.masterblend.net.
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43
Showcase
Rotovac
Introducing the New Rotovac 360i
N
ew Swoop Glide vacuum ports on the patent pending cleaning head provide even faster dry times and better cleaning results for both commercial and residential carpet. Constructed from solid cast stainless steel, the Swoop Glides have a curved vacuum slot that prevents overspray while enhancing extraction. A number of other new improvements include; • Better air flow through cast aluminum base frame with 2” hose connection • Easy push button handle angle adjustment • On/off switch built into grip handle • Clear view tube on top of handle for better viewing
New Hard Surface Cleaning Head To convert the 360i into a professional hard surface cleaning machine, just spin off the Carpet Cleaning Head and spin on the new Tile & Grout Head. A Rotary brush with 3 spray jets is contained inside a vacuum ring to make the 360i a highly effective hard surface cleaning machine that will work with any portable extractor or truck mount. Call Rotovac to arrange for a trial of the new 360i today.
Rotovac CFX Continuous Flow Extractor Traditional extractors are heavy and bulky. They weigh close to 100lbs and require a large vehicle for transportation. In addition, they must be filled and emptied continuously throughout the entire job; a labor intensive task known as the "Bucket Brigade". The new CFX Power Pod is uniquely compact, weighing only 39lbs. It can be carried in one hand and transported in any size vehicle. The CFX Power Pod utilizes Continuous Flow Extraction for unlimited nonstop cleaning. An easy direct faucet hook up adapter provides an unlimited clean water supply. As the dirty waste water enters the recovery tank it is automatically pumped out into any toilet or drain. With the CFX Power Pod you can perform High Flow non-stop extraction cleaning and say goodbye to the "Bucket Brigade” forever.
FEATURES • • • • • • •
Non-Stop High Flow Cleaning Auto pump out at 6 GPM Patent pending air/water separation system Available with dual 2 or 3 Stage Vacuum Motors Saves Time & Labor Only 39lbs, fits in any car 27 Gallon clean water holding tank option available
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Cleaning Specialist | April 2011
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Injectidry Systems, Inc.
Practical Compact Design
I
njectidry Systems still “listens” to its customers…the end user on the job. In 2010 we went back to the drawing board on one of our largest selling items, the Universal Airmover Adapter (UAA1) also called the Direct-It IN. We have added a strap with clasp attachment to attach to the airmover instead of the bungee cords to increase ease of use. Another improvement was to re-work
the back of the adapter to incorporate a rubber gasket to increase airflow and pressure. Now, any airmover can fit into the oval insertion point and the foam gasket no longer needed. The front of the adapter now has 17 - 1 ½ nipples for distributing air (back by popular demand). Included are 17 hosecuffs for attaching the hose to the nipples for air distribution.
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Cleaning Specialist | April 2011
The Direct-It IN is the all time least costly method of drying over 22 feet of wall with less than 5 amps of electricity using a standard airmover. Many restorers report charging the full cost of the system on as few as 2 - 3 jobs. At the same time, removal of cabinets and wall are usually no longer necessary. Call your local distributor today or Injectidry at 800.257.0797.
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Ultrasonic Cleaning: A High-Tech Alternative F
or insurers squeezed by the tough economy and a banner year in disasters, it’s time to rethink how contents restoration gets done for, when disaster strikes, cash-out payments can decimate profits. While hand-cleaning items damaged by fire or flood with a toothbrush, cotton swab, or toothpick has been the norm for generations with a loss rate of 30% to 40%, that’s no longer acceptable for
insurers looking out for customers and their own profitability. Ultrasonic cleaning technology can reduce the contents restoration loss rate to as little as 5% to 10%, restoring once-unrecoverable heirlooms and electronics while lowering insurers’ cash-out payments and boosting their bottom line. The list of items which can be ultrasonically cleaned and salvaged is virtu-
Del Williams is a technical writer based in Torrance, California.
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Cleaning Specialist | April 2011
By
Del Williams
ally endless, and includes objects such as figurines, dishes, glasses, silverware, silk plants, picture frames, electronics and
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Loss rates are going lower and lower
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Ultrasonics allows for more contents to be restored
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Restoration is a fraction of the cost of replacement
Before
even blinds. Fine delicate items and rustdamaged tools can be cleaned so they look like new. Barb Jackson of Total Contentz, an expert in contents restoration, believes prompt response and initiation of the mitigation and remediation processes is critical to the restoration of personal property. “Cleaning with ultrasonics greatly increases the amount of restorable items per loss event,” she said. Quick removal of soot, acid residue and other caustic agents boosts the rate of successful restoration, resulting in a more cost-effective solution than replacement. “Traditional hand-cleaning methods have a limited ability to get into hardto-reach areas, such as inside hollow figurines or under tight electronic components where soot, smoke, or mold contamination may reside,” says Jim Green, operations manager of Ultracare Restoration, a contents and restoration company in Simi Valley, Calif. “Handcleaning, vacuums and compressed air often cannot effectively remove contaminated residue, rust, or odor, which leads to a higher loss rate. The handcleaning process itself increases handling and breakage, particularly of sensitive or delicate items.” Green recently began using ultrasonic cleaning, which utilizes special environmentally friendly cleaning solutions, heat,
After
water, and ultrasonic sound waves. Insurers and restoration companies are finding the method does a more effective job of cleaning, as it reaches areas unable to be cleaned by human hands or other tools. First, objects are placed in a metal basket, which in turn in placed in a prewash tank to remove ash and soot. From there the basket is moved to an ultrasonic tank, which deep-cleans the objects. The ultrasonic tank generates millions of microscopic bubbles per second, each acting as a tiny vacuum that sucks water and surface debris into itself on contact with a hard surface. The items are then moved into a rinse detail station and then into the drying process. “With ultrasonic cleaning equipment, we can effectively remove the smoke odor and contamination from items that would otherwise have to be total lossed, such as heirlooms, collectables, items of sentimental value, and everyday items from tools to appliances, so the homeowner and insurer are happy,” Green said. Sensitive electronic items, such as computers and DVD players that cannot be submerged in water, are placed in an electronic cleaning station cabinet utilizing a combination of finely directed deionized water spray, soap and heat. The method is extremely accurate and thorough, and removes 100% of contaminants remaining from fire or water dam-
age. Once cleaned, objects are placed in a drying chamber. “We recently restored soundstage equipment that was damaged in the Nashville flood, a storage room full of $50,000 soundboards,” says Green. “It was starting to rust, but a combination of ultrasonic and electronic cleaning restored it to pre-loss condition, saving the insurer hundreds of thousands of dollars in replacement cost.” Another call came when a fire melted a plastic storage box containing an elevator repairman’s set of keys to about 150 Los Angeles County buildings. Green’s staff helped to remove the keys from “ a 30-pound ball of metal and plastic” and ultrasonically clean them until most were usable. By avoiding having to commercially re-key over 100 buildings, Green estimates a savings to insurers and building owners of well over $10,000. “In the past, too many items, from Hummel figurines to coffee makers to big screen TVs, had to be total lossed and cashed out because there was no way to get the smoke smell or contamination out of them,” Green said. “With ultrasonic cleaning’s heat, special cleaning agents, and microscopic cleaning bubbles, or the combination of the spray cabinet-heating chamber, we’re able to clean, deodorize, and save most residential or commercial items at a fraction of the cost of replacement.” April 2011 | www.icsmag.com
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Are Groupon Coupons Good For Cleaning Companies? By
John Braun
M
any online marketing companies offer special coupon incentives. Groupon, Living Social, Flutter, Clip Mobile, Coupon Cabin, and Google Coupon Feeds are just a few. The following is what I’ve learned about Groupon and tested in my own cleaning company.
What is Groupon? Groupon is an online company that offers special deals in select cities. They work with local businesses to give online offers called “Groupons” to consumers. A Groupon is an online gift certificate that is purchased at a discounted price. For instance, a consumer may buy a $100 Groupon for cleaning at XYZ Carpet Care, but only pay $50 for it.
How Does Groupon Work? Groupon makes “couponing” a social experience. People talk about the Groupon of the day on Facebook, Twitter, blogs, and other online forums. The deals on Groupon are normally 40% to 60% off the regular price. If you advertise a Groupon, you must give Groupon 50% of what the Groupon sells for. When I tested this in my clean-
ing business, we offered a $100 Groupon that sold to consumers for $50. Groupon got $25 and I got $25. So in this case, I’m getting $25 to do $100 of cleaning. Yikes! This doesn’t look good on the surface. Who wants to give a 75% discount? First, keep in mind the scenario I presented here isn’t what Groupon requires, and you can choose a different type of offer to run. Second, know that I chose this amount because $100 of cleaning from our company is a minimum job. And lastly, we got to keep all the sales after the first $100 of cleaning.
John Braun owns Premium Carpet Care in Pensacola, Florida, and is the principal behind Hitman Advertising. To get a FREE advertising strategy guide for carpet cleaning companies plus a 19-minute audio on how to use these strategies, go to www.HitmanAdvertising.com or call toll free (888) 211-7702. 50
Cleaning Specialist | April 2011
When I first learned about how Groupon worked, I immediately dismissed the idea. There was no way I was giving a 75% discount off my services. I hate offering coupons in my cleaning business. We have never been a coupon-based company and I never recommend you market yourself based on price. Check out the ICS Bulletin Board.
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Ever think “couponing” would be a social experience?
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It’s not about the coupon; it’s what can come from offering it
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Groupon is not just another coupon offering
There are lots of negative comments about the idea of using Groupon. Here are just a couple of them: “I do not want to give my work away. You might as well say “Will clean carpet for a free will offering.” The main person making the money is the person doing the printing.” “Groupon shoppers are only buying your offering because it is 50% off. That makes them no different than any other price shopper who uses Val-Pak, Craigslist, etc. The generated interest in your company is merely due to the significant percent off offering.”
That one Groupon can help you book additional services
I made a post on my blog and asked some of my e-newsletter subscribers to respond about what they thought. Sure, I got several responses similar to those above. But I don’t blame them. I was of the same mindset. Then some of the cleaners who have actually used Groupon started posting, emailing, and calling me about their experiences. And the strangest thing was, not a single Groupon user that I talked with has had a bad experience. Now that’s odd. If you ask cleaners about their experience with Val-pak, postcards, direct mail, Internet market-
ing, or any other ad media, you’ll get mixed reviews from people who have tried them. But after communicating with about a dozen Groupon users, not a single one testified to a negative experience. I was amazed. One actual Groupon advertiser said, “I was very leery about this as well. I never did coupon pricing or Val Pac type ads. Our results were eye opening and they continue to get better as we service more Groupon buyers....I think you will be very surprised at the income level of the average Groupon shopper and their willingness to spend well beyond the deal they bought.” Another thought that, “Putting a coupon out was to generate some work this time of year. We thought the middle income would be using it but has turned out we are booking more higher end.” So I had to give it shot. We offered a Groupon for $100 of rug, carpet, or tile cleaning that sold for $50. Twenty-three people purchased our Groupon, which makes $575 in sales that we’ll get straight from Groupon. But now we have to do $100 of cleaning for twenty-three people. Our number sold was less than normal due to the exclusions I had on my Groupon about areas served and new clients only. As of this writing, one week after the Groupon ran, we’ve only done two of the jobs from Groupon. One job tallied $280 and the other ended up being $230. Everyone who has booked a Groupon cleaning is set to spend more than the $100 Groupon amount. In most cases, they are booking over $200 in cleaning. One man who saw the Groupon offer didn’t buy the Groupon, but had us do $704 in area rug cleaning. I’m generally impressed by the results we’ve gotten so far. I didn’t believe it, but the proof is in the results. The reality is that you typically pay that much and more for other advertising media. Let’s say paying $500 for an ad brings you seven new clients. That’s actually fairly good. Many of my clients get a better return than that, but it’s still not bad. The
cost to gain a new client would be $71 per client. Sit down and calculate your cost for gaining a new client. Take how much you spent on marketing and advertising last year and divide that by the number of new clients you gained. Make sure to include what you spent on personal selling and networking, which has the big cost of your time. Chances are, that amount is somewhere between $40 and $90 to gain each new client. For the $230 Groupon job, we gave $25 to Groupon. Then we did the first $100 of cleaning for that $25. The question to ask is, how much does it cost you to do $100 of cleaning? On average, it could be $75 assuming, you have a 25% profit margin. So after the $25 we received from Groupon, it cost $50 to gain the new client. That’s not bad at all.
What Makes Groupon Different? The biggest roadblock is thinking Groupon is just another coupon. It’s not. Groupon states 69% of their users have household incomes over $50,000, with 29% over $100,000. And 77% are women; this is mostly our target market. But the big thing is, the user must buy the Groupon upfront. Most other coupon media don’t have this requirement. And with cleaning, the user buys the Groupon as an investment to be redeemed weeks or months later. People living paycheck to paycheck won’t spend $50 now to get cleaning down the road; this seems to weed out your average price shopper. And by the way, you get paid for the Groupon purchase whether or not it ever gets redeemed. In addition, the other services offered on Groupon are normally higher-end services like spas, nice restaurants, and other establishments. Groupon is great addition to the world of social media. If you understand the lifetime value of a client, it makes more sense. It may not be right for everyone, but for some it’s a great way to gain new clients. April 2011 | www.icsmag.com
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Low-Moisture Cleaning: Time to Re-think Carpet Maintenance? By
W
e all know that the type of carpet, the type and amount of soil, and the environment that the carpet exists in should dictate which carpet cleaning method to use. These variables will influence the type of carpet cleaning tools the professional will utilize. There are many ways to categorize carpet cleaning operations, but perhaps the simplest way is to identify whether the carpet needs restorative cleaning or routine cleaning. This means that the carpets are either loaded with soils, spots and stains and require restorative and aggressive cleaning, or else they are being routinely maintained and the carpet cleaning operation is hired to help better manage the carpet’s appearance and eliminate the development of traffic lanes, stubborn spots and stains. Although many carpet cleaning methods can be aggressively used to provide restorative cleaning, hot water extraction is often sought when the carpet appears extremely soiled. Many people assume that hot water extraction is the only way to restore carpets, but there are others. The advent of new “encapsulation” chemistries has greatly expanded
the restorative capabilities of many lowmoisture systems. Encapsulation chemistries can include dry absorbent media systems as well as liquid systems that utilize a polymer content which bonds to the soil and either crystallizes and encapsulates the soil, or dehydrates the soil into a dry particulate. And while these formulations facilitate soil removal during the cleaning operation, they also will continue the cleaning process well after the actual cleaning procedure has been completed. Any solution or material left behind will continue to encapsulate the soil during the dehydration (drying) process. In fact, many liquid systems will dehydrate into very minute particles, remaining almost invisible to the naked eye, and are vacuumed away during routine cleaning later. There are many different kinds of liquid encapsulation formulas, and each using very different technology (something to discuss in detail at a later date.)
Cleaning Specialist | April 2011
In these cases, a restorative and aggressive approach is the norm, but it doesn’t need to be that way. Sometimes the best approach may be to incorporate multiple systems in the carpet maintenance program. This involves the use of routine “interim” low-moisture carpet cleaning systems followed by periodic extraction.
Hard Surfaces vs. Carpet Interestingly enough, the multi-system approach is pretty easy to understand when we compare it to the way people traditionally maintain hard floors. Hard
Carpet Cleaning Frequency Unfortunately, many facility managers and homeowners wait far too long before they attempt to clean their carpets.
Mark Warner is the President of the Low Moisture Carpet Cleaners Association. He is Enviro-Solutions’ Director of Training, the Product Manager for Disinfectants and Sanitizers, as well as the Regional Sales Manager for the Atlantic Seaboard region of the United States. He is also active with the ISSA CIMS Program, the IICRC Maintenance Division, and enjoys being a Co-Host of Jancast.com. Email Mark at warner@ enviro-solution.com.
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Mark Warner
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Many variables direct your choice of method
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You don’t need to be restricted to one approach
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Everyone benefits from better-looking carpets
Damp Mopping or Auto-Scrubbing?
floors and VCT are not stripped and refinished every time their appearance starts to deteriorate. Other hard-floor maintenance procedures are used to keep the floor’s appearance at high levels, including damp mopping or auto-scrubbing, spray buffing or burnishing, as well as top scrubbing and recoating. These procedures lessen the time and cost of maintaining hard floors, while enhancing their appearance. Carpet maintenance can be approached the same way, with the same benefits.
Effective vacuuming can easily equate to the damp mopping or auto-scrubbing operation on hard floors, and should be performed just as often. Obviously, the appearance level of hard floors will start to deteriorate if no other maintenance operations are used, leading to premature finish damage, and requiring a complete stripping operation to correct. That is not how we maintain hard floors but, unfortunately, many people do just that with their carpets. They vacuum them routinely, then, when they start to appear slightly soiled, they bring in the extractors.
Taking a Closer Look “Interim” maintenance procedures are used in maintaining hard floors (e.g. stripping, spray buffing/burnishing and top scrub and recoating). These procedures are used to lengthen the cycle
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time between stripping and refinishing operations, lowering maintenance costs, while providing a beautiful appearance. We can (and should) approach carpeting in the same way. Carpet extraction cycles can be lengthened much like stripping cycles have been lengthened, while interim methods are implemented to keep the floor’s appearance level high.
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Low-Moisture Cleaning: Time to Re-think Carpet Maintenance?
Continued
carpet’s appearance, and will continue to do so each time it’s performed, until the carpet’s soil load becomes too great. Eventually the carpet may appear to stop responding to the bonnet cleaning operation in the same way that hard floors tend to stop responding to spray buffing or burnishing over time.
Top Scrub and Recoat Stripping and Refinishing Carpet extraction could easily equate to the “stripping” operation of a hard floor, with the result being a complete flushing of the carpet, right down to the backing. The negative component is the length of time the cleaning operation takes, especially when you include the length of time it takes for the carpets to return to their normal state of dryness. On the other hand, low-moisture systems can be perceived as being much faster because they focus on the visibly soiled carpet areas and the carpets dry much faster; in some cases carpets can be cleaned and put back into service immediately, with no down-time.
Spray Buffing/Burnishing Spray buffing is used on hard floors to remove heel marks and damage, and return the floor to a glossy appearance. Bonnet systems can do something very similar to carpets. They impact the top one-third of the carpet fiber, effectively dealing with highly visible soils. Carpets soil from top down, so if we deal with this area of the carpet routinely, it will take much longer for soil to have the ability to build-up on the lower levels of the carpet fiber as well as the backing. With the advent of new microfiber technology, the effectiveness of modern bonnet systems has been greatly enhanced, while the fear of damage has been practically eliminated, especially when used by a properly trained and skilled operator. In this case the bonneting operation equates to the “spray buffing/burnishing” operation used on hard floors. It will immediately impact the 54
Cleaning Specialist | April 2011
At this point, another low-moisture system can be utilized on carpets. Machines with soft nylon brushes (rotary or cylindrical) can reach deeper down the shaft of the carpet fiber, facilitating the removal of soil from the top 2/3 of the carpet fiber. Encapsulation chemicals and materials play a big role in this form of cleaning, since the brushes themselves aren’t collecting the soil. A subsequent vacuuming operation actually collects the soils. This operation equates to the “top scrub and recoating” procedure used on hard floors, which is done when hard floors appear to stop responding to spray buffing or burnishing. After performing this low-moisture brush operation on the carpet, the carpet’s soil load will have been effectively reduced so that the carpet will again respond to routine bonnet cleaning.
Stripping and Refinishing When a hard floor stops responding to interim maintenance procedures, or has developed severe finish damage, the floor is stripped and refinished. When the carpet stops responding to the interim cleaning systems, it may be the perfect time to perform an extraction operation. Of course, the extraction operation will clean the entire length of the carpet fiber, as well as flushing out any soils that have begun to accumulate just above the carpet backing. Portable and truck-mounted extraction systems are ideal for this. This multi-system methodology elevates the on-going appearance level of the carpet. This is especially critical in highly visible, highly political areas. Carpets should never be allowed to ap-
pear dirty day after day, week after week. Hard floors aren’t. The good news is that this aggressive approach to maintaining clean looking carpets can also be a form of cost savings to a facility, since these “interim” cleaning procedures can be accomplished in less time, and focus on the truly soiled parts of the carpet instead of the entire surface area. The bottom line is that we all benefit from better-looking carpets, including manufacturers and cleaning system manufacturers, as well as the facility managers and the carpet-cleaning technicians. In fact, the entire industry benefits.
Low-Moisture Carpet Cleaning Systems There are dozens and dozens of lowmoisture systems available now. The options for interim low-moisture systems are quite vast. They include traditional systems like rotary bonnets, dry absorbent media systems, and dry foam shampooing, which have all been around for years. Other recent advances include cylindrical brushes and bonnets, rotary pads and bonnets, steam vapor systems with absorbent pads, oscillating bonnet machines, etc. On top of all that, there is equipment that incorporates unique variations of all these systems. The LMCCA has been an important stage for many of these systems to come to light and receive visibility and acceptance. It is one of the most important roles the association plays, and it’s a great place to start if you want more information on all the tools available for your trade!
The Inspector Knows Best
By
Ruth Travis
Ruth Travis is a 25-year veteran of the cleaning and restoration industry. She has served as an industry volunteer in many capacities, including as President of the SCRT and the IICRC. She is an IICRC-approved instructor in Color Repair Technician, Rug Cleaning Technician and Senior Carpet Inspector. She currently serves as the WoolSafe® Director for North America (www.woolsafeusa.org). For more information go to www.ruglady.info.
What’s That Smell? A frequent problem professionals in the fabric care industry are asked to address is odors in carpet, rugs, upholstery and other textiles.
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dors come from many sources, including food or beverages; smoke; urine contamination; water damage, etc. These odors are typically a result of microbial growth in the item so in many cases thorough cleaning will resolve the problem. Sometimes, however, removing odor requires a lot more effort, as in the case of severe urine contamination. And occasionally, as hard as it is to admit, nothing will resolve the problem. The ability to perceive an odor varies widely among people. Differences between individuals are, in part, attributable to age, smoking habits, gender, nasal
allergies, and head colds. Not surprising, women tend to have a keener sense of smell than men, a finding that has been substantiated by considerable research. Let’s look at a few of the odor issues I’ve recently encountered in my capacity as a carpet inspector and rug cleaner.
New Carpet Odor It is not unusual for a new carpet to have a slight odor for the first several days after it has been installed. “New carpet odor” comes from a reaction between styrene and butadiene, the components of synthetic latex or styrene-butadiene latex (SBL). There is no natural latex
used in carpet today. Therefore, in spite of all the hype carpet has none of the latex proteins that cause allergic reactions
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Different odors take different efforts
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A common problem stems from latex back coatings
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Urine contamination can also lead to issues beyond odor
April 2011 | www.icsmag.com
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The Inspector Knows Best
hasn’t been for over 30 years and even back then, it was used as a microbial inhibitor in amounts well below thresholds considered safe for humans to breathe. 4-PC off-gases almost completely in about 72 hours, especially with good ventilation during and after the installation.
Urine
in sensitive people, as might be the case with latex gloves. The reaction that creates SBL produces a gas called 4-phenylcyclohexane or “4-PC” for short. 4-PC is what causes new carpet odor. And no, there isn’t any formaldehyde in carpet! There
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Circle 9 on the Free Information Card 56
Cleaning Specialist | April 2011
Let’s face it: if your customer has pets, urine in the carpet, rugs and even the upholstery may be a recurring problem. I know from experience that no matter how well-trained homeowners think their pets are, recontamination of a clean, deodorized item eventually will occur if the pet is allowed access to it. The good news is most people love their pets more than their furnishings, which provides us cleaners with a continual source of income. Professional technicians trained in deodorizing and decontamination techniques should be diligent in using all appropriate methods available to help solve the customer’s problems, and carefully outline the alternatives they may have. I’ve found that, for urine decontamination to be successful, you must follow these steps: • If possible, isolate the major area of contamination with a moisture sensor, high-intensity light, black (UV) light or, when all else fails, the “squat ‘n sniff ” test. If possible, carpet may be disengaged and inspected from the back. If you’re dealing with an area rug, turn it over and inspect the backing for urine salt residue, stains or discoloration. • Carefully inspect and photo document the damage you find. • Test for pH and colorfastness. • Saturate the area with an appropriate acid deodorizing solution; give it plenty of dwell time to allow the chemical to work. With rugs, I recommend complete submersion in a pre-treatment area separate from your cleaning area. • Final surface clean and rinse thoroughly, or submerge in rug cleaning bath; flush and rinse thoroughly; squeegee and wet vacuum excess water. Dry quickly and completely; any remaining moisture will amplify residual odor. • Clean and disinfect the flooring as required. • You may need to install a new carpet cushion or replace the rug pad. Urine contamination may become highly alkaline due to bacterial growth and the natural off-gassing of ammonia as part of the bacteria’s life cycle. The urine may weaken the dye-to-fiber bond and cause color loss or dye migration, which, short of color repair after thorough cleaning, may not be correctable. Over time, bacterial and fungal growth may degrade both the face and foundation yarns, making them hard, brittle and less supple.
Odors in Hand Tufted Area Rugs Hand-tufted rugs from the Middle East, particularly from India, Pakistan and even China, have become increasingly popular with consumers over the past several years. Although these rugs
are made by hand (and thus the consumer thinks they’re buying a true Persian rug), the way in which wool or other pile yarns such as cotton or acrylic are inserted into the rug’s backing is unlike traditional knotting techniques used in Oriental rugs. As opposed to being hand knotted, the pile of a hand tufted carpet or rug is created with a tufting gun. Using a hand held tufting gun, the fabricator inserts yarn into a cotton base cloth to create the pattern. Sometimes this cloth is pre-stenciled with water soluble markers which may bleed when the rug is cleaned. After the pattern is completed with all colors of yarn in the appropriate sections, the backside is covered with a layer of flexible latex adhesive. A common problem with these rugs is a persistent, sometimes putrid odor coming from the latex back coating. Many rugs sold by mail order retailers are notorious for this condition. The smell may range from “diesel fuel” or “burnt oil” to “dead animal” type odors coming out of the latex. The rugs may have the odor in the store, but it becomes more noticeable when the consumer places it in the home. There is no definitive reason for the odor, but it may be caused by defective, low-quality latex adhesive or the fillers used in the latex at the time of rug manufacture. Perhaps the latex is not given enough time to “cure” or dry completely before the rug is shipped overseas and during transport the latex may absorb diesel fuel odors. Unfortunately, no amount of professional cleaning or deodorization will permanently remove the odor. Believe me, I’ve tried many types of topical deodorizers as well as complete submersion in decontamination solutions. Nothing helped. In fact in many cases, the cleaning or application of topical treatments actually amplified the odor. This condition is a defect in the rug or carpet originating from the manufacturer or distributor. The consumer should be advised to return the rug for replacement or a complete refund. Circle 10 on the Free Information Card April 2011 | www.icsmag.com
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Cleaning Leather By
Lonnie McDonald
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ast time out, we covered leather identification and how important it is to properly I.D. the type of leather you’re working with. Today, we will take a look at how to properly go about cleaning leather. Most leathers are aniline-dyed before one of three things happen: 1. It stays as an aniline (cleaning code “A”) 2. It is sanded and becomes nubuck (cleaning code “N”) 3. It is painted and becomes pigmented (cleaning code “P”) I like to make cleaning easy. While leather types and subtypes can become more complicated, these three categories simplify things. To make it even easier, I tell our students to think of leather this way: it all started as aniline. If you go through the proper leather identification steps and still don’t feel comfortable with your I.D., clean it in code “A” or what I consider the default cleaning code.
“Why?” you might ask? Both aniline and pigmented are cleaned in the same fashion with a water-based cleaner. Nubuck is sanded aniline, and if you can’t find the nubuck tag or nap, you are very safe working in code “A.” With that in mind, let’s look at how we commonly clean. Cleaning codes “P” “A” and “N” may be found on the deck of the furniture. The deck is the area where the loose seating cushions are attached. An accurate cleaning tag will tell you what type of leather you are cleaning, but it is much safer to determine the correct leather type by repeating all the identification methods discussed in the previous article. Note: To prevent watermarks or dye transfer, the deck should be dampened uniformly during cleaning or, even better, choose to exceed the standard by placing a waterproof drop cloth over the deck. Also keep in mind that body oils and perspiration wreak havoc on nubuck and aniline leathers.
Lonnie McDonald is founder and president of Textile Care Group/Leather Pro! He holds the IICRC designations of Master Textile Cleaner, Master Restorer Water, Master Restorer Fire & Smoke and Practicing Senior Carpet Inspector. Lonnie is an IICRC approved instructor teaching LCT- Leather Cleaning Technician. He sits on various IICRC Technical Advisory Committees, and also serves on the American Home Furnishings Alliance committees on Leather Care and Labeling as well as Fabric. He is a technical expert for The House Keeping Chanel. Lonnie is one of the founders and a past president of the Low Moisture Carpet Cleaners Association. He is an IICRC-approved instructor and industry recognized instructor in leather care and low moisture processes. E-mail him at
[email protected] and check out www.leatherpro.org
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Cleaning Specialist | April 2011
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Keep it simple; don’t let it overwhelm you
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Pigmented (Code “P”) and Aniline (Code “A”) Once you have correctly identified the leather as pigmented, I suggest you do a microscopic inspection of the surface to check for fractures in the finish and/or topcoat. Anilines should be examined for oil penetrations or water-based rings. These are very common, and should be pointed out to the client and disclaimed on the invoice prior to cleaning. 1. Scrape/break off foreign substances. Dental tools are used for precision removal of foreign substances. These are difficult to use, and care and practice are required. 2. Vacuuming/soil removal. Use the soft upholstery attachment to vacuum the loose soils from the leather and interior of the furniture. HEPA or high-filtration vacuums should be used to eliminate contaminating the air via vacuum exhaust. 3. Cleaning chemical. Select the proper wet cleaning chemical. There are various clean-
Tack cloth
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ing agents on the market. Many products are one-step: they clean, condition, and protect all in one. I do not recommend most of these CCP agents, as many contain dlimonene, which will dry out the leather and attack the finish and topcoat. Others contain silicone that cure and trap remaining soils. 4. Select a bucket. 5. Select a brush, preferably one with a long handle. 6. Whip up a wet foam with the brush. 7. Place the bucket next to your drop cloth or work stand. 8. Place the cushion on the drop cloth or work stand. 9. Insert a sponge into the foam. 10. Apply wet foam to the leather, making sure to evenly wet-out one panel or section at a time. 11. Scrub the leather with a soft horsehair brush. 12. Extract soils using soft white towels. 13. Look at the towel, and take a moment to smile at the soils you were
able to remove. 14. Apply an appropriate rejuvenation product to replenish moisture levels. 15. Dry the leather with a hair dryer on the low setting. 16. Apply an appropriate protector to repel soils and moisture. 17. Dry with a heat gun or hair dryer, again on the low setting. 18. Polish with cloth or mitt to increase the leather’s overall appearance.
Nubuck (Code “N”) Once you’ve identified the leather as nubuck, perform these steps before starting in with the steps above. If this doesn’t clean the leather, then wet clean as aniline leather, allow it to dry and repeat these steps. 1. Use a tack cloth on the surface to loosen dry soils before and after wet cleaning. 2. Buff with a soft cloth when finished, to help reset the nap. Tack cloths are designed to gently remove oils and soils that have created a shiny surface but that have not penetrated into the leather; rather, some soil is attached to the fine, velvety texture created when the leather was buffed/sanded to create nubuck or suede. White abrasive pads and sandpaper of 220-400 grit and higher may be used; however, their use requires training, practice and skill, and when performing this task you are no longer cleaning, you are resurfacing! Tack cloths are wrapped around a sponge to control the pressure being exerted, and should be used in a buffing motion. You should use both sides of a tack cloth. If problems persist, nubuck may be wet cleaned under controlled drying situations. Cleaning leather really is simple; just make sure you’re not practicing your craft on the client’s furniture! Instead, go out and pick up some leather at a thrift or secondhand store, test and hone your skills, and enjoy the leather cleaning experience. April 2011 | www.icsmag.com
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The Gadget Man
By
Gordon Hanks
Bridgewater Corp. CEO Gordon Hanks got the nickname “Gadget Man” as a result of his brainchild that developed into one of the industry’s leading cleaning and restoration accessories. The Gadget man series is about making life easier and improving profitability. For more information call (800) 658-5314 or e-mail
[email protected].
Get That Carpet to the OR, Stat! “Performing surgery today?” your customer asks. With tongue in cheek, she may initially make fun of your “surgical booties,” but will quickly be impressed with the extra care you are taking as you perform your cleaning.
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s it worth the time and expense for you to wear or even dispense shoe covers to your customers? Let’s consider your business for a moment and see if we can come to some conclusions. As you build your cleaning company, you may continue to do the work yourself or grow the company by using trained technicians. As we have often heard, “time is money,” and we know that, by moving fast, we are able to get more square feet cleaned in our day. This translates to more money at the end of the day as long as we keep that wand moving. This was motivation for me when I cleaned carpets, and also with our commissioned technicians. 60
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Every customer should be called after the job to check their satisfaction. We always did this and, at times, we’d receive a lukewarm answer. The conversation would go something like this: “Yes, the young man seemed to do a good job and everything looks all right, it is just that he went so fast I’m not sure he was getting all the dirt.” So what does this have to do with wearing shoe covers? Value given and value perceived is not always the same thing. It doesn’t matter how clean the carpets look; if the customer does not believe she received a good value, she will not call you back to clean again, and
she will not refer you to her neighbor. Wearing shoe covers is an excellent way to help your customer “value” your ser-
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Your ROI on shoe covers is so large, it’s a no-brainer
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Don’t be stingy: use new covers on every job
vice. If you are using shoe covers now, you know what I mean. Your customer just paid you a lot of money; she wants to be happy and she wants to talk about you. She wants to be able to tell her neighbor, “I just had Gordon’s Carpet Cleaning do my carpets and they came out so nice. They really do a good job. They even wear booties over their shoes and take them off and put them on when they come in and out of the house. Our technician was so nice… he even left a pair for me and Joe to wear while the carpet dried out.” How much will this cost you? Almost nothing, compared to the impression it makes on your customer. Giving away 40 cents worth of shoe covers may be the turning point to get $1,000 worth of referrals. When should you wear shoe covers? On every job, whether the customer sees you or not. If you give on-location estimates, wear shoe covers. When perform-
ing cleaning and when first entering the home, put the shoe covers on and let the customer see you doing it. Just about every one has to make one or two trips to the van during a job. When you leave the house, take the shoe covers off, then put them on again at the door threshold. This keeps the outside soil outside, whereas otherwise it’s attracted to the damp bottom of your work shoes. An added benefit, they cover your ugly and worn work shoes. Each job deserves a pair of new shoe covers. Your customer would not like the idea of you reusing a pair you wore on the last job into her home. You will find differing quality and durability available. I prefer plasticized covers: they are waterproof, they protect your shoes while cleaning, and they don’t fall apart when they get wet. A quick look at pricing from your favorite distributor will put the shoe covers in the
Circle 7 on the Free Information Card
range of $0.14 to $0.40 per pair. Leaving a couple pairs with the homeowner is a very nice touch and always appreciated. They can wear them over their shoes or over their stocking feet to keep their feet dry. This one little act may be the difference in your customer fully appreciating your service or wondering if you really care about her and the work you do. Try it.You have nothing to lose.
Circle 21 on the Free Information Card April 2011 | www.icsmag.com
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Building a Phenomenally Successful Business
By
Howard Partridge
Howard Partridge started his carpet cleaning company (Clean As A Whistle) out of the truck of his car over 25 years ago and built it up to a 14 truck company that bills as much as $2.8 million per year. For over a decade he’s been helping carpet cleaners from around the world build phenomenally successful businesses through Phenomenal Products, Inc. In January he launched Clean As A Whistle Franchising, LLC., offering turnkey Clean As A Whistle franchises. To get Howard’s FREE Tip of the Week, free videos, webinars, and resources, visit www.HowardPartridge.com or call 281-634-0404.
Get Your Business Organized and Systematized – Part I Twenty-six years ago, I started cleaning carpet by working out of the trunk of my car.
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ver 13 long years I got the business up to about $30,000 per month. I was making good money, but everything revolved around me. I couldn’t go on vacation without the appointment book or spending time on the phone solving problems. I had literally become a slave to my business. Then, in 1997, I read “The E-Myth Revisited” by Michael Gerber and my business (and life) changed forever. I started learning about systems and something called a “turn-key business.” I decided to take a week off and go to my favorite place in the world – Destin, Fla. – sat on the beach and re-created my future. I went back to Houston, put my team together and started implementing systems and, in a few short years, watched the business grow to more than $2 million per year. The best part, though, is that I don’t have to be there. It is completely systematized, and I have a staff of 27 that run my business for me. I have predictable marketing systems in place to consistent-
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ly generate high-end prospects. We have sales scripts, service systems and tracking systems. Everything is organized and my staff knows what they are supposed to do and why. This allows me to do the things I want do. In this “Systems” series, I will share how to build systems into your business. This month we’ll look at the why behind building systems, before delving into the what and how. Systems are not just for large companies. Even if you work alone, there is a specific way to do things – at a specific time. It takes a tremendous amount of discipline to be a solo operator and still truly get the business side done too. Most cleaners I talk to say that, by the time they get done cleaning for the day, they don’t have much energy left. (Note: you might want to think about doing certain things in the morning and scheduling your start time later in the day on certain days…wow, did we just talk about one of your first systems?) Why should you systematize your
business? Why should you do the hard work required? Why are you in business to start with? Why do you want to be more organized? You may say, “So that I can get more done in less time.” That’s true, but why? Is it ultimately so that you can spend more time with your family? Go on vacation more often? Sell your business? Retire? See, we have to drill down to the why. Most entrepreneurs re-invent the wheel each day. How many times have
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It’s too easy to become a slave to your business
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First, figure out why you want to systematize
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Be prepared to continuously monitor your progress
you told an employee the same thing over and over again? Wouldn’t it be nice if every time you had a new employee, or every time a question was asked by one of your employees, you could simply refer to a policy or procedure that had been created the very first time that question came up? Instead of taking up your precious time to repeat a procedure verbally, you could simply remind and refer your employee to a manual. This is the value in creating systems. Taking the time to identify and document every single policy and procedure that can be duplicated, and creating a road map that your company intentionally operates on will save you massive amounts of time and grief in the future. It is an investment – one that pays great dividends. For a business with employees, systems are essential for growth, maximum efficiency, maximum profit, and sometimes for survival. Many businesses that have lots of business coming in are losing money due to lack of organization. By building systems into your business, employees are happier because they know what to expect each day. Your customers are also happier, as a systematized business creates a predictable, prescribed service experience. And finally, the owner is happier because the business no longer consumes his or her life. The Bad News: building systems may be the most difficult thing you ever do Building systems into our company was by far one of the most difficult processes I have ever been involved in. One of the reasons is that everything – let me repeat, everything – that happens in your business must be documented for maximum efficiency. This requires tremendous focus and hours upon hours of work. Additionally, while you are focusing on one area of the business, other areas goes “kerplunk.” For example, you train your techs to clean the carpet a certain way, then you go off to systematize the office. While you’re otherwise occupied, your technicians begin to do it the old
way again without your knowledge, so you have to retrain them. Be sure to monitor your new procedures continuously to ensure they stay intact. Your organizational system is like a lawn in the summer– the grass keeps growing and must be mowed on a consistent basis. The leaves have to be raked, the bushes have to be trimmed, and the edging must be done on a regular basis. Systems require the same type of maintenance.
But Once It’s Done… Once your system is built and is being properly maintained, your business life becomes much easier. People know what they are supposed to do, they have the tools they need to do it, and the infrastructure is in place to deal with change. Your systems will be set up to account for someone who quits, or the loss of an account. In a business that has no infrastructure, the loss of one employee can send the owner into instant chaos. This should not be the case. Having documented job descriptions, written policies and procedures provide a means whereby a fellow employee can guide a new hire through their daily activities, or you can get the new employee up faster and more efficiently.
What Is a System, Anyway? A system is simply a group of processes working together. The definition of a system, according to Webster’s 21st
Century Dictionary of the English Language, is: 1. order or method. 2. coordinated arrangement of working elements. Notice the word “coordinated.” This means that someone (you and your employees) has intentionally and methodically put these elements in place to work together. I also like the term “working elements.” Anytime you have an element in your system that isn’t a working element, a bottleneck is created in the system flow. Sometimes this is a person, a person who doesn’t “like” your way of doing things. This brings in a new element to systems: people. I often say that a successful business is about people, processes and profit. The people that work for you must buy into the system in order for it to work. Do yourself a favor. Get their buy-in by opening a dialogue about how you want to improve their working environment. You want to improve their environment by building a predictable environment. Everyone knows how and when a certain thing is done, and everyone agrees that they will follow the way the system is set up. Take another positive step by allowing them to give input during the systems building process. Hold a weekly meeting to openly discuss how things work. During the process of putting the systems together, you will surely miss some important elements. Your employees work these processes every day, so let them show you what you don’t see. An example would be a step-by-step procedure. You put the procedure together the way that you think it should be done (and the way you think they are actually doing it), but when you talk with them, you find out that they actually do it differently. You have saved yourself the time and energy of having to rewrite your procedure by having their input before you implement. Next month, we’ll look at why systems are critical to the success of your company. April 2011 | www.icsmag.com
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New Products & Technologies 1
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1 MasterBlend RedLine pre-spray is super concentrated RedLine Liquid PreSpray is “ultra concentrated with a 32:1, super thick formula. It easily cleans the dirtiest, greasiest, filthiest traffic lanes you encounter. “RedLine Liquid PreSpray has been extensively field-tested, receiving rave reviews by the cleaners who used the product. This product outperforms the competition and is safe to use on stain resist carpeting,” the company said. Circle 253 on the Reader Inquiry Card.
3 Chemical Technologies Intl. Keeping resoiling at bay “In wet weather areas, carpets will have a high level of fine soil particulate. In areas where salt is used on the roads, you will have high levels of rapid resoiling due to salt’s natural ability to retain moisture,” according to CTI. “The answer to both of these problems is ARA, Anti-Resoiling Agent, which will encapsulate both micro-soil and salt residues. Make this special treatment an add-on for your customers this season,” the company said. Circle 251 on the Reader Inquiry Card.
5 CFR This Pro has power The Pro-750 from CFR produces 750 psi to handle the toughest carpet and upholstery cleaning jobs. The CFR’s continuous flow recycling system, water/solution is reused more than seven times, improving worker productivity. The atomization wand system “dries carpet faster and helps it stay healthier, so this machine lives up to its reputation,” the company said. Circle 249 on the Reader Inquiry Card.
2 Sapphire Scientific Sapphire Scientific launches VersaClean Sapphire’s newest cleaning product promises high cleaning effectiveness and versatile application options at low cost, and is designed to work well with both truckmounts and portable carpet cleaning machines. “Many products, especially in-tank cleaners, leave behind a sticky, gummy residue that can attract soils,” said Mike Kerner, Senior Scientist with Sapphire. “We formulated VersaClean to dry into a hard powdery substance that is easily removed by vacuuming.” Circle 252 on the Reader Inquiry Card. 64
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4 Hydro-Force Pocket microscope examines carpet, stone and upholstery The Hydro-Force Pocket Microscope “is one of the most cost-effective marketing tools you will ever see. This 60-100X power microscope will help you closely examine your customer’s carpet, stone, and upholstery on every new job. You will be able to see attached soils, identify stains and see wear and abrasion on carpet,” the company said. The Pocket Microscope is equipped with a powerful LED light for maximum detail. It is small and compact, and comes with a protective carrying case. Circle 250 on the Reader Inquiry Card.
6 Diversey TASKI 150 Auto Scrubber unveiled The TASKI swingo 150 from Diversey is an ultra-compact, upright auto scrubber “ideal for congested areas and daytime cleaning. Because floors dry immediately with this machine, the risk of slip and fall accidents are significantly reduced, and high hygiene standards are maintained. It is the ideal replacement for manual floor mopping – handy like a mop, effective like a machine,” the company said. Circle 248 on the Reader Inquiry Card.
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9 Moisture Mapper Xactware integration enhances Moisture Mapper Moisture Mapper Intl., has completed a data integration to allow Moisture Mapper data to be displayed in XactAnalysis, the online claims management and analytics tool from Xactware. “We’ve established a reputation in the water damage restoration industry by providing the ability for claim professionals to view the mitigation process data through XactAnalysis while at the same time making our software powerful and yet easy for contractors to use,” said Craig Fillmann, Moisture Mapper CTO. “This collaboration will also help contractors speed up data entry and reduce the number of human errors made during data input.” Circle 243 on the Reader Inquiry Card.
11 10 Butler Corp. Butler introduces Maximum Traffic Lane Cleaner
10 8 Advance Advance burnishers contribute to LEED-EBOM certification 7 U U.S. S Products For those who prefer to go solo The Gold-rated Solus 500 from U.S. Products is designed for single-person operation and transport, featuring large rear wheels and wheel handles. The Solus 500 boasts a number of performance-enhancing features like dual three-stage; top-mounted vacuums for incredible water recovery; adjustable 0 to 500 psi to handle the most delicate and toughest jobs; and a patented inline heating system delivering instant 212-degree (F) heat. Circle 247 on the Reader Inquiry Card.
Advance now offers battery and electric burnishers that meet requirements for sustainable cleaning equipment specified by the Leadership for Energy and Environmental Design for Existing Buildings: Operations and Maintenance Rating System (LEED-EBOM). The Advolution 20BT and Advolution 20XP burnishers are both available with active dust control and operate at sound levels of less than 70 dBA, which are requirements under the LEED-EBOM program. Circle 242 on the Reader Inquiry Card.
Interlink Financial Bridgewater
Preparing for the busy spring season
Bridgewater to distribute OdorKlenz-Air technology
Interlink Financial is offering a Seasonal Payment Program. Designed so customers can choose up to four payments out of the year to make a smaller monthly payment, it allows the customers to anticipate their monthly payments based on season and business needs. Interlink also offers the Mulligan Program. The program “allows the customer to take a pass, essentially skipping one month’s payment per year. Once financing is in place for this program, it’s as simple as a call to Interlink Financial Services to say, “I want to take my mulligan this month.” This can be especially helpful during tax season,” the company said. Circle 244 on the Reader Inquiry Card.
NanoScale Corp. a leader in advanced chemistry products, services, and technologies, and Bridgewater announce a distribution agreement for OdorKlenz-Air in the disaster restoration market. OdorKlenz-Air is a non-invasive odor restoration process used by disaster restoration service providers after fires, floods, and other indoor disasters to rapidly restore the indoor air quality. The process uses an innovative cartridge, which safely neutralizes odors and pollutants without introducing new chemicals to the environment. Circle 245 on the Reader Inquiry Card.
Butler’s Maximum Traffic Lane Cleaner is “a concentrated blend of selected surfactants, builders, softeners and solvents for improved soil removal and cleaning results. It works to emulsify soils and suspend them to the surface for easier removal. Recommended for use on colorfast, synthetic and non-stain-resistant carpet,” the company said. Circle 241 on the Reader Inquiry Card.
11 Thornell Corp. Odorcide goes after fire, flood damage odors Odorcide Fire & Flood is specifically formulated to eliminate odors caused by fires or floods. From charred wood to old mildew odors this non-enzymatic product works instantly with no dwell time and is not affected by detergents and disinfectants. It can be applied with tank sprayers, hose applicators or fogged. All Thornell products use a non-enzymatic technology that permanently eliminates, not masks, odors on contact, the company said. Circle 239 on the Reader Inquiry Card.
Piranha Marketing Joe Polish marketing program hits No. 1 on iTunes The new “I Love Marketing” podcast recently hit No. 1 on the top 10 “new and noteworthy” business podcasts on iTunes. The program is the brainchild of Joe Polish and Dean Jackson. The “I Love Marketing” episodes are focused on tactical marketing strategies, why they work, and how to utilize them in any type of business to create immediate bankable results. The episodes are available for free on iTunes. Circle 240 on the Reader Inquiry Card. April 2011 | www.icsmag.com
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MustSee Products Gallery The ICS Must See Products Gallery is a multimedia showcase designed to allow manufacturers and distributors an opportunity to introduce new products, programs and technologies through a variety of platforms. The information and claims found here are provided by the manufacturers; any questions or requests for more information should be directed to them.
Interlink Supply OdorKlenz-Air® is a non-invasive odor restoration process used by restoration and remediation contractors after fires, floods, sewer back-ups, and other disasters to rapidly restore indoor air quality. The OdorKlenz-Air Cartridge installs in air scrubbers and treats the odor-polluted air as it passes through the system. Since the process removes and destructively absorbs airborne odor-causing molecules and retains them inside the cartridge, it is safer and naturally greener than other odor treatment methods which generate or release chemicals and fragrances into the environment. For details circle #101 on the Free Information Card.
Butler Corporation The Butler System 92- page color brochure is available to view online at butlersystem.com or by calling toll free 800-535-5025 to request a free copy by express mail. This comprehensive brochure includes complete information and photographs of the Butler System, Preferred Equipment Packages, Optional Equipment, as well as, components, parts and supplies, etc. For details circle #102 on the Free Information Card.
Cleanco Truckmounts If power, heat, economical operation and free cargo space are on the top of your ‘must have’ list for your next unit, be sure to do your homework on Cleanco. The Compact models offer up to 560 CFM, 240°F working water temperatures, consumes only approximately 1.5 gallons of fuel per hour and uses only 25” of cargo space! Visit www.cleanco.com for more information and a dealer near you. For details circle #103 on the Free Information Card.
Odorcide Odorcide® Fire & Flood is specifically formulated to eliminate odors caused by fires or floods. From charred wood to old mildew odors this non-enzymatic product works instantly with no dwell time and is not affected by detergents and disinfectants. Apply with tank sprayers, hose applicators or may be fogged. All Thornell products use a non-enzymatic technology that permanently eliminates, not masks, odors on contact. Ask you local distributor for “the one that works” - Odorcide. For more detailed information or to request a sample visit us at www.odorcide.com For details circle #105 on the Free Information Card. 66
Cleaning Specialist | April 2011
Rotovac Corporation Rotovac 360i Tired of scrubbing that wand back and forth? The new Rotovac 360i utilizes patented rotary vacuum heads to thoroughly deep clean carpet with hundreds of multi-directional cleaning passes. In addition, the 360i has interchangeable cleaning heads for bonnet, encapsulation and hard surface (tile and grout) cleaning as well as new diamond dust pads for removing scratches from natural stone floors. Weighing only 39 pounds, the 360i is easily maneuverable and extremely user friendly. For details circle #104 on the Free Information Card.
Ad Index Company Name/Phone/URL
Page No.
Abatement Technologies.................. 21
RS No.
1
800-634-9091 www.abatement.com/restoration
Bridgepoint Systems ........................ 5 Bridgepoint Systems ....................... 41
Company Name/Phone/URL
Page No.
Injectidry Systems .......................... 47
RS No.
16
800-257-0797 www.injectidry.com
3 24
800-658-5314 www.bridgepoint.com
MasterBlend ................................. 75
11
303-373-0702 www.masterblend.net
Nissan ........................................... 7
15
www.nissancommercialvehicles.com
Bullen ........................................... 53
8 Phenomenal Products ..................... 18
www.buyairx.com
5
www.howardpartridgeroundtable.com
Butler ........................................... 25
28 Phoenix Restoration Equipment ........ 35
800-535-5025 www.butlersystem.com
Cleanco Truckmounts...................... 29
800-533-7533 www.usephoenix.com
6
800-653-8338 www.cleanco.com
Connections Conference ................... 8
20
888-881-1001 x104 www.connectionsconvention.org
Core Products ............................... 15
Prochem ........................................ 3
2
Prochem ....................................... 76
17
www.prochem.com
Pro’s Choice .................................. 57 19
Rotovac ........................................ 45
EDIC ............................................. 19
888-768-6822 www.rotovac.com
27
888-475-2915 www.edic-ics.com
Sapphire Scientific ........................... 2 13
10
800-368-1247 www.proschoice.com
800-825-CORE www.coreproductsco.com
Extech Instruments ........................ 33
14
26
25
800-932-3030 www.sapphirescientific.com
www.extech.com/br200
Sporidicin ..................................... 56 FLIR ............................................. 31
12
866-477-3687 www.flir.com/meet-e
Vaportek ....................................... 53 Fluke ............................................ 39
30
800-760-4523 www.fluke.com/answers
7
22
800-237-6367 www.vaportek.com
ZipWall ........................................ 61 Hitman Advertising ......................... 61
9
864-503-8333 www.sporicidin.com
21
www.zipwall.com/c6
888-211-7702 www.cleaningblueprint.com
April 2011 | www.icsmag.com
67
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Cleaning Specialist | April 2011
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April 2011 | www.icsmag.com
69
IICRC Chairman’s Corner
By
Paul Pearce
Paul Pearce, an industry veteran since 1973, is a Master Cleaner, Restorer and Instructor, as well as owner of Country House Carpet Care in England. He is a Past President of the National Carpet Cleaners Association (UK), for which he currently serves as technical director. He has also served as past chairman for the British Cleaning Council. You can reach Paul at
[email protected].
We’re All In This Together Too often, you hear about organizations working against one another, or being self-serving.
W
ell, let me share a few recent instances of the IICRC working with other organizations and associations to advance our industry. In March, Patrick Winters, IICRC President Patrick Winters and I attended the Restoration Industry Association’s “Industry Working Together” event prior to the association’s annual conference in Colorado Springs, Colo. I, along with representatives of five other industry associations, including the Indoor Air Quality Association, the Association of Rug Care Specialists, the American Council for Accredited Certification and the RIA, participated in a panel to discuss the future of the cleaning and restoration industry and how our organizations can collaborate for the benefit of our members and registrants, the highlights of which I look forward to sharing with you in a future article. We’ve also worked with organizations outside our core area of cleaning and restoration, such as the American Home Furnishings Alliance. Last summer, the AHFA updated its Woven and Knit Residential Upholstery Fabric Standards and Guidelines to include the IICRC.
70
Cleaning Specialist | April 2011
The newly revised standard contains a suggestion to contact “an IICRC Certified Firm that specializes in upholstery cleaning” when professional care is required. Consumers eventually will be able to find this information on care and cleaning tags on sofas, chairs and other upholstered furniture. This revision is the result of a working partnership between the two organizations that started in 1998. IICRC past president Carey Vermeulen and Low Moisture Carpet Cleaners Association co-founder Lonnie McDonald have been instrumental in maintaining the partnership over the years. The partnership has included other milestones, including AHFA’s adoption of the IICRC S300 Standard and Reference Guide for Upholstery Cleaning. We also strive to work with organizations that aren’t as familiar with the IICRC. Last September I had the opportunity to speak at the Vacation Rentals Housekeeping Association’s annual meeting and introduce them to the IICRC. I am currently serving a one-year term as a member of International Section Council for the American Society of
Association Executives. I’ve been able to draw on my experience of working with the IICRC to discuss emerging issues and opportunities for associations who wish to work effectively overseas, while also learning what’s worked and what hasn’t for others. As the IICRC continues to grow, it’s vitally important that we maintain relationships with all relevant stakeholders and influencers. Working together we can make the cleaning and restoration industry stronger, and, ultimately, serve you better.
1
It’s time for everyone to work together
2
The IICRC is reaching out to a wide range of organizations
3
It’s just as important to learn what doesn’t work as what does
CFI Report By Jack Freedman
CFI Chapter News
A
Message of Thanks from CFI President Graham Bedwell:
“I am recovering well from having my hip surgery, and I thank all those whose well wishes I received. Mr. Matt Sanders, our Chairman, is making sure all is well with CFI while I am slightly incapacitated. There is much going on within the industry with the discussions regarding a trade association. I am hoping to have more news on that after the IICRC BOD meeting in April. “The CFI board members are working hard to bring you the best in education, holding a fantastic Regional Education Day at Bobbie Williams` Academy of Textiles and Flooring in Whittier back on March 19. “I would like everyone to know that we have three of the leading industry professionals on the CFI board: Mr. Mark Exner, Mr. Patrick Moffett and Mr. Steve Kaufman. These individuals bring
a mountain of talent and knowledge to the CFI. Remember, if you have questions, there is a good chance we have the answers. “Before I sign off, remember you will be compensated for any new members you bring in to CFI a CFI $100 note to use on any CFI sponsored classes, events or renewing your membership. CFI is for you, we are here to educate and assist you in making your business profitable and rewarding. For more information on the CFI or any of our upcoming events, go to www.carpet9.org.”
April 2011 | www.icsmag.com
71
PACR News By Jillian Olson
Getting Educated With the PACR
A
fter voting to change its name from the Professional Carpet & Upholstery Cleaners Association to the Professional Association of Cleaning and Restoration, the association is wasting no time getting its message and opportunities out to its members!
Upcoming Events with the PACR April 7: The Power of Three World Tour at J4CL in Arvada. An incredible opportunity for PACR members! Dramatically improve your business or get one started in one power-packed day with three of the world’s top marketing experts all in one place for one amazing day! This is a media, mindset, and marketing transformational event presented by the Power of Three; Debbie Allen, Marie O’Roirdan, and Tracy Repchuk. These women are three of the world’s top marketing experts in million dollar business building, media marketing, and internet marketing! PACR members get a huge discount: $100 VIP Registration or $47 Regular Registration! For more information on the event go to www.thepowerof3worldtour.com/denver; to register, email
[email protected] or call (303) 731-6695. May 2: Lead Regulation Certification: Renovation, Repair & Painting (RRP) at Interlink Supply in Denver. After April 22, 2010, the EPA requires that restoration work in buildings that potentially contain lead based paint must be performed by RRP Certified Renovators that work for RRP Certified firms. This applies to residential structures and publicly occupied buildings constructed prior to 1978. To become certified, renovators must successfully complete and EPA accredited renovator course. Violators of this policy are subject to a fine of over $30,000 per incident. Sign up early as space is limited and it will sell out! PACR Members $175/ Non-Members $225 May 3 –May 6: IICRC Applied Microbial Remediation Technician Certification (AMRT) at Interlink Supply in Denver. A 4-day course that provides restorers with the necessary tools to perform mold and sewage remediation. Mold contamination has been identified as a major contributor to building related illness and poor indoor air quality. Without proper mitigation of a water loss, mold can become a problem in less than 48 hours. 72
Cleaning Specialist | April 2011
In addition, the effects and handling of sewage back-flow has become a major concern for the restoration industry. This course includes hands-on training. The AMRT/S Exam is offered at the conclusion of the course. Register at least 10 days in advance and save $100! Class size is limited! For PACR members early registration is $895/person; for nonmembers, $995/person. For more information contact the PACR office at 877-4472822 or email Jillian at
[email protected].
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