ICS Cleaning Specialist January 2011

JANURAY 2 0 11

Cleaning Specialist For Fo F or Today’ Today’s y s Floor Care and Restoration Prof Professional fessional

Honing Your Stone Floor Maintenance Program

A Google Places Listing in Five Easy Steps From Almost Broke to a Robust Business

W W W.I C S M A G .C O M

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If your equipment fails to perform, the customer sees you as the failure. That’s why you need a reliable truckmount from HydraMaster. We’re so sure of our machines, we provide one of the best warranties in the business. Because a clean reputation says it all.

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Work smarter.

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2011

January Vol.50 No.1

Features & Columns 14

To Your Success Take a “Clean” Look at Your Organization By Steve Toburen

18

Hardwood Flooring Drying Test

24

Hard Floor Maintenance Opportunities

18

By Kevin Fisher

Honing Your Stone Floor Maintenance Program

27

By Stanley Quentin Hulin

27 32 38

From Almost Broke to a Robust Business By Dave DeBlander

The 2011 Truckmount Equipment & Accessories Guide

38

The Gadget Man Stone Care Tools and Gadgets By Gordon Hanks

41 42 44

Bedbugs: What to Do?

24

By Patti B. Savelle

A Google Places Listing in Five Easy Steps By John Braun

Departments

Building a Phenomenally Successful Business Are You Addicted? The 12-Step Business Recovery Program By Howard Partridge

This month at www.icsmag.com • Get the Latest Exclusives from Dave DeBlander, Ellen Rohr and John Braun • The January 2011 Product of the Month • Breaking News and more… To subscribe to ICS L!VE, go to www.icsmag.com NOW!

6 8 10 11 12 47 50 51 52 54 55 56 58 58

Editorial Comment ICS eRants & Raves ICS eMedia In My Experience News, Views & Events New Products & Technologies Must See Products Gallery Advertiser Index Buyers’ Marketplace CFI News CRA News IICRC News PCUCA News SCRT 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 [email protected].

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Cleaning Specialist | January 2011

Thinking about your next truck mount? Consider the fact that Interlink Supply sells more truckmounts than any other supplier. We have more factory trained and certified service installation technicians. We have more experience e than anyone at helping match your company with the perfect truck mount for your business. Best of all, we are right down the road. ad. Don’t make an “uninformed” mistake! If you are even thinking of investing in a truckmount soon, download your FREE Truckmount Quick Reference Guide from Interlink Supply and learn how we can an customize the right truck mount package for your business needs.. This FREE report includes the essential information you need to know when 4RUCKMOUNTÖ2EFERENCEÖ'UIDE

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Another reason to use Interlink Supply is the partnership we have with Interlink Financial Services. Interlink Financial Services is a financing company for the cleaning and restoration industry and exclusive to Interlink Supply. Interlink Financial does not rely on credit scoring or other methods used by the big financial institutions. They take a custom “out of the box” approach on each and every application, ensuring you get the best financing options available. Learn more at www.interlinkfinancialservices.com.

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Editorial Comment

®

By Jeffrey

Group Publisher ❚ Phil Johnson, Publisher ❚ Evan Kessler Western Regional Manager ❚ Jim Roy Editor ❚ Jeffrey Stouffer Sr. Art Director ❚ Rick Arvidson Art Director ❚ Manda Chan Production Manager ❚ Amy Levin

Stouffer

CONTRIBUTING EDITORS Jeff Bishop, John Braun, Dave DeBlander, Aaron Groseclose, Gordon Hanks, Stanley Quentin Hulin, Howard Partridge, Steve Toburen, Ruth Travis

Roll Call, 2011

I

t’s been a few years since we’ve called the editorial roll and touted the individuals whose regular contributions help make ICS Cleaning Specialist the success it is today. If you aren’t already familiar with these industry standouts, take a moment to put names to faces. They work hard to put out the best content possible, let me tell you, so the next time you pass a familiar mug at a convention or trade show, say hello and let them know how you think they’re doing; there’s nothing like reader feedback to make that next column flow just a little bit easier.

BNP Media Company, II, L.L.C. Publishing and Sales Office: 22801 Ventura Blvd., Suite 115 Woodland Hills, CA 91364 Phone: (818) 224-8035, Fax: (818) 224-8042 E-mail: [email protected] Publisher ❚ Evan Kessler (303) 255-1263 Western Regional Manager ❚ Jim Roy (818) 224-8035, ext. 2215 Classified Sales Manager ❚ Sharon Ward (847) 405-4017 CORPORATE OFFICE: 2401 West Big Beaver Road, Suite 700 Troy, MI 48084 www.bnpmedia.com

Jeff Bishop

Aaron Groseclose

John Braun

Gordon Hanks

Dave DeBlander

Stanley Quentin Hulin

CORPORATE DIRECTORS Publishing ❚ Timothy A. Fausch Publishing ❚ John R. Schrei Corporate Strategy ❚ Rita M. Foumia Information Technology ❚ Scott Kesler Marketing ❚ Ariane Claire Production ❚ Vincent M. Miconi Finance ❚ Lisa L. Paulus Creative ❚ Michael T. Powell Directories ❚ Nikki Smith Human Resources ❚ Marlene J. Witthoft Conferences & Events ❚ Emily Patten Clear Seas Director ❚ Beth A. Surowiec Marketing Contact/Manager ❚ Rick Arvidson AUDIENCE DEVELOPMENT Audience Development Coordinator ❚ Christina Gietzen Multimedia Specialist ❚ Alison Illes Audience Audit Coordinator ❚ Carolyn M. Alexander

BNP Media Helps People Succeed in Business with Superior Information Single Copy Sales Ann Kalb Tel. (248) 244-6499 E-mail: [email protected]

Howard Partridge

6

Steve Toburen

Cleaning Specialist | January 2011

Ruth Travis

For subscription information or service, please contact Customer Service at: Tel. (847) 763-9534 or Fax (847) 763-9538 or e-mail [email protected] Web: www.icsmag.com

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ICS eRants & Raves Questions, Insights and Outbursts from ICSmag.com

Love These Customers! A man called me to clean his carpet,

To

Groupon, or Not to Groupon?

I saw a news story on Groupon and it was very interesting. I had my doubts about this but I may be changing my mind. The news interviewed many business owners about using it, and most all say they will use it again. The reason being is that it brought in so many new customers with no marketing dollars, so they feel it was well worth it. Most admit they made little to no money because of the steep discount, but they have confidence that they will return time and time again. I’m interested to see how this plays out in our industry. If done right, I can see it working. – David G.

and I was referred to him by his housecleaner. I was in a BNI group with her and we became very good friends. Anyway, after I gave him the estimate of $471 he told me to schedule it with his housecleaner because he is leaving town for a couple months. After he looked at the bill he asked me if he could write me a check now. I told him he could write it when I finished and, if he’s not home, I will leave the bill on the table. He told me he would leave a check for $600 with the cleaning lady to give me when I finish. I do believe this will be my largest tip. Gotta love that! I will get his Christmas card out right away!

– Tim H.

New School,

Nothing Quite Like

Meet the Old School

Real-World Experience

My mentor (50 years in the carpet cleaning industry) took me to chemical school last night. He often laughs about people not realizing that encap, he says, is a term, not a technology. Bonnet cleaning is bonnet cleaning, he says. Last night they cleaned a trashed restaurant with his prespray of choice (Dawn dish detergent and 4 ounces of ammonia), a 175 with scrub brush and a basic dry slurry rinse. The results were mind-boggling, straight out of the book; nothing new under the sun.

– John M.

Keeping an Eye on the Digital

A few years back we sent our secretary to the carpet class, figuring it would give her better perspective when answering the phone. She had little experience with cleaning and knew nothing about operating the truck, yet she scored a 92 in the class and became certified. Now despite her certification and the knowledge she gained, she was hardly qualified to clean anyone’s carpet. There is a lot of value in education, but a truly competent technician needs plenty of field experience too. – Richard C.

Horizon

I can think of a few people around the boards that seem to enjoy negative publicity. I predict Google will in a few years time not look anything like it does now. With Google’s Boost advertising coming on and now the possible/pending purchase of Groupon, I think Google will end up with the reputation as a costly necessity just like the YP were. If you thought YP were expensive just wait and see what Google will end up costing you per month. All those nice reviews that will be a necessity in the future will cost you plenty to be displayed high on a list and visible to potential clients.

– Bob F.

Ideas and inspiration for the industry, by the industry. For more go to the ICS and CFC Bulletin Boards at www.icsmag.com. 8

Cleaning Specialist | January 2011

The industry’s only 10 year warranty Every new Butler System is warranted for 10 years at no additional cost. There are no limitations on machine hours and the warranty may be transferred at no charge. Warranty coverage includes all major components: the Shaft-Drive System, High Pressure Pump, Detergent Injection System, Vacuum/Blower, Heat Exchanger, Fresh Water Holding Tank, Recovery Tank, Vacuum Hose Reel, Pressure Hose Reel, Holders, Racks, Trays and Shelving, etc. No other truckmount is simpler to operate, more reliable, easier to maintain, lasts longer, demands a higher resale value, is sold with a “Buy-Back Guarantee” or is manufactured to a higher standard than the Butler System….none!

The Butler System $22,995.00 Factory installation included.

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Terms and conditions apply. Price includes all Butler System Standard Features and Amenities. Standard Features, Preferred Equipment Packages and Optional Equipment include factory installation. The Butler System price will vary when installed into cube vans and trucks. Ad approved for publication October 2009.

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ICS eMedia An Offline Look at What’s Happening Online Building That

For more go to www.icsmag.com

Perfect Relationship

Remember when you were first dating? To get to know the other person, you spent lots of time talking, having fun, and doing things together. After the date, you would call and talk for hours, send them flowers, and keep in touch on a regular basis. Building relationships takes commitment, time, and constant contact. When you don’t see each other or stay in touch, the relationship withers away and vanishes over time. Building loyal customer relationships works the same way. Think of it as dating. Without phone calls, gifts, thank-you cards, or time together, there is no relationship. — From the Web Exclusive Feature “Six Steps for Building Loyal Customer Relationships” by George Hedley

Could Health Care Costs Derail a 2011 Construction Comeback? I’ve been feeling pretty good about 2011. There are several signs the economy is rebounding. Many construction-related firms throughout the supply chain have indicated they are gradually climbing out of their respective holes. However, in the last few weeks I encountered two incidents of health care cost increases that made me grimace. My employer notified us our plans will change to help absorb 2011 increases for our coverage. Also, I serve on the board of a small non-profit that faces a 50 percent premium hike for each insured family. As I thought about these increases, I recalled the palatable concern expressed by several contractors during a roundtable discussion back in September. They had received word from their health care providers and accounting advisors to prepare for big increases. As small- and medium-size business owners, they were dreading the hikes. Some said might be forced to drop or reduce coverage for some employees. The Patient Protection and Affordable Care Act, signed into law on March 23, 2010, had become a worrisome reality.

— Tim Fausch, The ICS Blog Spot, 11/1/2010

Working With Carpet Cleaners I was invited to make a presentation to an audience of professionals from the cleaning and restoration industry at the Connections trade show in Las Vegas. I have spoken to this audience many times in the past, always addressing carpet cleaning and maintenance issues. This year, however, was different. Recent public criticism from a segment of the cleaning community leveled at the CRI, the Seal of Approval program, and in many instances, me personally, had, I admit, caused me to anticipate this presentation with some degree of trepidation. Not that I shy away from a fight. I’m an old campaigner who’s handled tough crowds before. But the Seal of Approval program was developed to help both the cleaning and the carpet industries, not cause division, and the recent controversy surrounding the program has been unfortunate, to say the least. Going into the presentation, I knew better than to expect accolades, but I hoped my comments would receive a fair hearing.

— Werner Braun, The ICS Blog Spot, 11/5/2010 10

Cleaning Specialist | January 2011

The Power of

Great Taglines To make a great tagline, it helps to have a great name. But even if you don’t have a great company name, you can rescue it with a great tagline. To do that you must be crystal clear about what is it you uniquely do. A great way to gain clarity on what you do that creates distinction in the customer’s mind is to practice saying what is unique about you. To do that even better, imagine you’re in an elevator [a.k.a. the “Elevator Speech”] and someone turns to you and sees your shirt or cap and says, “ABC Company… why should I use you guys?” What would you tell that person in the time it takes the elevator to reach their floor that would imprint in their heads why you’re the right choice for their home or business?

— Al Levi, The ICS Blog Spot, 12/12/2010

The ICSmag.com

Web Poll: When it comes to free estimates: 0% We don’t do them, end of story 5% We do them, but only within a certain radius 11% We charge for estimates, but credit the cost against the job if they book us 84% We do free estimates

In My Experience…

Make Sure That First Impression Measures Up By

W

hen I’m measuring a job, I count steps based on the nose; that’s where you end up spending the most time. In some cases, depending on the floor plan and layout, some would argue that since you’ve already measured the landing area at the top of the stairs, by counting the nose of the top stair, you’re effectively charging twice for the same area. Even if that appears to be the case, if you’re doing the job right, you won’t be able to fully clean the nose while you’re cleaning the carpet on the landing with the wand; you still have to get on the stair side and clean the nose with

Gabriel Peretti

the stair tool. The perception that you’re charging twice for the same area might become an issue with some clients, especially new ones and those who follow you through the house as you’re taking measurements. If you sense this might be the case, don’t wait for them to ask about it: explain to them how you take your measurements, how you’ll be using specialized equipment on the stairs and so on. Most of the time it won’t be an issue, but in those few instances where it is, getting out ahead of any concern is your best bet.

Gabriel Peretti is owner and president of Reseda, Calif.-based CleanCrafters. A past president of the Carpet and Fabricare Institute, Gabriel has been involved in the cleaning industry since 1985, and holds numerous IICRC certifications, including CCT, CMT, RCT; WRT, AMRT, MTC and ASD. He has successfully completed hundreds of water-damage restorations, and has cleaned more than 2 million square feet of carpet. E-mail Gabriel at [email protected].

January 2011 | www.icsmag.com

11

News, Views & Events Florida utilizes ACAC examinations The State of Florida has chosen American Council for Accredited Certification to provide the initial licensure examination for mold assessor and mold remediator. All who seek initial licensure by examination in Florida must take and pass one of six ACAC examinations; however, Florida does not require ACAC certification for licensure. Additionally, those seeking a license involving mold inspections in the State of Arkansas must have at least 20 hours of applicable college credits or a Council-certified Microbial Consultant, Council-certified Indoor Environmental Consultant or Certified Industrial Hygienist certification.

NTC, K-Tech collaborate on “Smart Home of the Future” K-Tech Kleening Systems and Northcentral Technical College are partnering to create a Smart Home featuring innovative green, renewable and sustainable building practices. The Smart Home will provide real world teaching and learning opportunities to prepare students for work in the restoration, insurance, construction and government industries. “Partnering with NTC on programs such as this helps create the education our employees will need for the future of the industry, as well as having the students better prepared when they enter the workforce,” Craig Kersemeier, K-Tech Kleening Systems president, said. “This happens when the college, businesses and industry collaborate on program development.”

More Floods holds annual sales meeting The 4th Annual More Floods Sales Meeting was held October 2010 at the Double Tree Hotel in Overland Park, Kan. Members from all over the country came to hear industry leading speakers, network and learn about the new More Floods “Internet Lead Generation” program. Featured speakers included former All Pro NFL quarterback Trent Green; Jim Ryerson, founder and president of Sales Octane; Roger Peugot, owner of Roger the Plumbing Company; and Gene Stegeman, director of business development for 800 Call-KC.

Air Quality Sciences puts out “Green Products” White Paper Defining Green Products is a White Paper from Air Quality Sciences that “examines what constitutes a green product, how the term “green” has been used and misused, and how green products can affect indoor environmental quality (IEQ) and human health. Additionally, this paper will explore federal and state government ‘green chemistry’ initiatives, regulations, guidelines and how they are advancing product technology,” according to AQS.

Calendar of Industry Events Conventions & Trade Shows

Jan. 23-27: Insights 2011, San Diego, Calif. Call (877) 741-SHOW or go to www.insightsconference.com for more information. Feb. 15-17: 2011 Indoor Air Expo, San Antonio, Texas. Call (301) 231-8388 or go to www.iaqa.org for more information. March 7-11: RIA 2011 Annual Convention, Colorado Springs, Colo. Go to www.restorationindustry.org for more information.

March 21-24: NADCA 22nd Annual Meeting & Expo, Las Vegas, Nev. Go to www.nadca.com for more information.

April 14-16: 2011 Connections Conference and Exhibition, Clearwater, Fla. Call (888) 881-1001 or go to www.connectionsconvention.org for more information. 12

Cleaning Specialist | January 2011

IICRC to establish International Trade Association The Executive Committee and Board of Directors of the IICRC have approved the creation of an independent international trade association. The new association will provide education, programs, services and products to individuals, companies and supporting organizations involved in the inspection, cleaning and restoration industry. Paul Pearce, chairman of the board of directors of IICRC, said, “The IICRC sees the need for people and companies to work together to pursue common goals and interests. We are establishing this trade association to ensure we provide cleaning, restoration and inspection professionals with the tools and resources they need to better serve their customers – an important step in our ongoing efforts to advance communication, collaboration and technical proficiency within the industry.”

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“Making a Difference”Tour ur

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STOP Being a SLAVE to Your Business! The brutal reality of most business owners lives is they are a slave to the business, there is very little family time, the business consumes your mind 24/7, there’s major stress, no real freedom and you feel like you have a “job” rather than owning a business! But the good news is that you CAN have the business that you really want and Howard Partridge and Dave DeBlander are COMING TO A CITY NEAR YOU with a new one day “coaching experience” that reveals… • How to Dramatically Increase Your CASH FLOW Now! • How to Finally Get Your Business ORGANIZED • How to Finally Reach Your GOALS in Life

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Howard Partridge

For over a decade (12 years actually), Howard Partridge has helped cleaning and restoration professionals improve their businesses. Some have doubled or tripled their businesses, others have built turn-key systems and others have gotten off the truck and are spending more time with their families. He has become a top consultant in our industry and we are proud to have him as a prized ICS columnist. Dave DeBlander is a shining example of Howard’s results and is now also a frequent contributor to ICS. NOTICE: This is NOT a seminar where you get a bunch of information thrown at you. Instead, Howard and Dave will guide you through a full day “coaching experience” that reveals a crystal clear, proven path to take you from where you are now to where you want to be… They will even show you the exact systems they both used (and many of Howard’s members have used) to create massive success in their own companies.

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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 information resource for all carpet cleaners, SFS.JonDon. com. Steve welcomes your comments and/ or questions at [email protected]

Take a “Clean” Look at Your Operation Like a lot of folks, I do my best thinking in the shower. No telephone, no e-mail, no distractions, plus the sound of running water almost always promotes meditation! Now, if I could only find a waterproof way to write down all my brilliant in-the-shower thoughts…

I

spend a lot of time in hotel rooms and, after many hours standing under hot, cascading water in different cities, with no notepad and nothing else to reflect on, I have reluctantly become something of an expert in examining motel showers. I honestly think I could be placed unconscious into a strange hotel’s shower, have the cold water turned on and, after gasping awake, be able to tell you within $10 what the room rate is…without ever opening the shower curtain. I could also tell you what the service at the front desk would be like, the quality of the food, and the level of cleanliness throughout the rest of the property. 14

Cleaning Specialist | January 2011

How? Allow me to share my highly refined “Shower Analysis Checklist.” 1. The quality of the shower fixtures. Are they solid and classy or cheesy, junky and/or well on their way to replacement? 2. Degree of maintenance. Faucets leaking? Adjusted right? A loose and sloppy fit? 3. General cleanliness? My mentor in janitorial told me many years ago, “Steve, you don’t have to get the restroom perfectly clean. Just must make sure the chrome is shiny!” 4. Well thought out details. Is the soap dish convenient? Are the assist handles easily accessible?

5. Most important, is there an obsessive attention to even the tiny details? Dirt, lint in the corners? Is the caulking even and straight? Are the

1

How’s your van’s “grooming”?

2

What does your website say about your company?

3

Subliminal messages are crucial to your client relationships

light fixtures clean? And the killer for people in our business: is there any black mold? I know, you’re thinking this is someone who definitely needs to get a life. Or spend less time in strange showers! But if you’re paying attention, the above will tell you a story about this hotel as a whole. The subconscious impressions you receive as you bathe will affect your final opinion on your hotel stay. And this principle isn’t just for the bathroom either. In fact, during your entire stay you will be subliminally keeping score on the hotel’s performance and your comfort. The final score you arrive at will determine if you return and, more importantly, if you will recommend the hotel to others. (TripAdvisor. com and other travel review sites have dramatically upped the stakes in customer reviews.) So how about you and your cleaning operation? What is your “business shower” like? What subconscious messages are you sending your prospective customers about your quality, your service, your pricing and your attention to detail? Why are these subliminal impressions so important? Because, when buying any residential service, homeowners receive what they expect to receive! It is the ultimate example of a self-fulfilling prophecy. So please check on these “shower details” for your company…

Yet all too often I see dents, rust, faded paint and tattered signage on filthy carpet cleaning vans. How frequently do you wash your van? One SFS member stops a few blocks away from every job and uses tire foam, which takes just a few seconds. What about the dashboard/vehicle interior? (Don’t remind me of the time

Sure, when you first started out, funds were limited, you banged out a logo in italics and hoped for the best. But now, why not revitalize your company logo design while keeping the elements your

Quality

Service

Value

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No-Drip Internal Spray Detailer

PMF’s new 2” wide sbrubbing detailer works great on hard surfaces and small areas where extra agressive cleaning is needed.

These rolling billboards are sending silent messages about your company 24-7 as they drive through your market area.

Company Logo/Signage

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The Condition of Your Service Vehicles

when a beer bottle fell out and broke in front of my customer!)

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Circle 24 on the Free Information Card January 2011 | www.icsmag.com

15

RIA TAKES EDUCATION AND NETWORKING TO

To Your Success

customers already know you by? (Freelance graphics design consulting is available very inexpensively over the internet.) You should also focus on your actual signage. The new vinyl lettering and wraps last a long time, but not forever. When was the last time you checked this detail? Don’t forget to “brand” your company equipment by plastering your logo on everything you own. It takes multiple “brand impressions” consistently delivered over time for your market base to think of you when they see dirty carpets.

Your Website

Join RIA in Colorado Springs March 7-11, 2011

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There is no area of your company where the details will kill you more than in your web site. Obviously, poor grammar and misspellings are the kiss of death to your typical affluent and educated residential prospect. But even more importantly, is your website functional? Is it easy to use? Does it project your emotional company image and move your web surfers to convert over into booked jobs? If any of your Business Shower Details fall down on these points, your prospective customer will click away from your site in a nanosecond!

at the Broadmoor: RIA’s convention has:

© Broadmoor

• A great Exhibit Hall • Interactive HOT TOPICS • Break-out Sessions • Face-to-Face Interactive Workshops

Convention registration fees were kept at 2010 prices and we’ve LOWERED the additional attendee rate! Send more people from your company to this great event!

Your Employees Look, and I mean really look! Remember the “silent concerns” of a homeowner with a strange tech in their home, then run down your employee detail checklist: grooming, personal hygiene, posture, attitude and of course uniforms! You do have professional uniforms, don’t you? Bonus tip: Create some great silent Moment of Truth by having every employee wear a photo I.D. badge.

Your Procedures

Visit www.restorationindustry.org for more details. *Enter code “BNP-ICS11” at checkout and save $100 per person on registration fees. Some restrictions apply. Circle 3 on the Free Information Card 16

Cleaning Specialist | January 2011

All too often, your employees are focused on the goals you have set: bang the job out and get out of Dodge! Wonderful…but what little business details are being missed along the way? Do you put down a door mat? Hand the customer a lifetime free spotter bottle? Break the ice by complimenting them on their home/ yard/ possessions? Ask for a “tour” of what you will be cleaning and write down the homeowner’s

concerns/ comments? All these pre-scripted business details consistently delivered will add up to produce a Customer Cheerleader that will become a referral machine worth thousands!

“The eyes are more accurate witnesses than the ears.” – Heraclitus

Watch where you leave it. Not everything is as rugged as a Fluke thermal imager.

You You’ve heard the old Pogo saying, “We have met the enemy – and he is us!” So true in the cleaning industry. Too often, the owner is the single biggest problem in his or her business. So look closely at your personal business details. How do you feel about yourself, your business, your industry? Do you still love the challenges of every day or has your company become a burden where you dread the phone ringing? Is your business still an alluring mistress that you are passionate about or has it become a domineering slave master? Most important, are you still growing emotionally, mentally and spiritually? Next month we’ll examine how to tune up the details on most important asset in your company- you!

Before our intensely rugged thermal imagers hit the streets, they go to the school of hard knocks. In our unrelenting testing labs, they learn to stand up to moisture, dust, a 6.5 foot drop—and other hazards of the job. Count on Fluke thermal imagers to spot energy leaks and poor insulation, find construction flaws and HVAC issues, detect moisture or document your work. We’re all about helping you make a strong impression. Learn more at www.fluke.com/answers Or call 800-760-4523 to find the nearest reseller.

Models: TiS, TiR, TiR1, TiR32

Author’s Note: Industry Internet expert Andres Tobar just wrote an excellent article, “The Top 5 Features Every Cleaning Website Should Have.” Read it at http://tiny. cc/5webtips.

Fluke. Not just infrared. Infrared you can use.TM ©2010 Fluke Corporation. Ad 3851970A

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8/16/10 January 2011 | www.icsmag.com 173:48 PM

Hardwood Flooring Drying Test By

W

hat kinds of wood flooring can be dried? How long do they take to dry? Does it matter if there is tar paper installed under the floor? In my classes, I get these kinds of questions all the time. I couldn’t find good answers to these questions, so we performed a test. We found that true hardwood and bamboo dry well and have a good appearance after drying. However, engineered hardwood does not have a good appearance after drying and would be less likely to be saved.

• Low-quality engineered hardwood • Control area with carpet/pad and bare subfloor Each test cell was laid out over ¾” plywood over standard joist construction. The wood is continuous on top, but underneath is different materials/ attachment methods. The attachment methods were: • Glued directly to plywood • Nailed over 15# tar paper • Nailed directly to plywood

Establishing a Dry Standard

The biggest surprise was that tar paper installed under the wood flooring was not a hindrance to drying. The wood floors tested were: • Pre-finished hardwood • Bamboo hardwood • High quality engineered hardwood

Flooding The test cells all together made an 8’ x 20’ area. Each cell was filled with 10 gallons of water and covered with mov-

with Dri-Eaz Products. Kevin leads the Dri-Eaz University team of educators in development of courses and curriculum. He teaches Applied Structural Drying and Water Restoration Technician Courses at the company’s Nashville location and across North America.

Cleaning Specialist | January 2011

ing blankets to hold the water on the floor. After flooding the floor was covered with plastic to retain as much moisture as possible. After approximately 14 hours, the floor was re-flooded with 5 gallons on each cell. The blankets and plastic were re-set after this flooding.

Our first step was to establish a dry standard in the material to be tested. We measured the moisture content of all the materials using the same meter, and marked the location of each measurement.

Kevin Fisher is a certified Master Water Restorer, WLS and the Education Projects Manager

18

Kevin Fisher

1

Tar paper does not hinder drying

2

Bamboo takes longer to dry than most wood floors

3

Managing expectations is key to your success in the field

Don’t Get Hung Out to Dry By Not Having the Right Education! 2-day Advanced School Injectidry Systems, the makersDrying of the best-selling specialty y The Injectidry training center and is like has no drying systems for wall cavities and school wood floors other and will highlight: opened a new state of the art training center to host their • Wood Floor Drying Techniques • Drying Dense Wall and Ceiling Assemblies • Sports/Gym Floors • Other Specialty Floor Drying

Instructors: Ernie Storrer and Steve Morgan of Injectidry and Bales Restoration bring over 50 years of structural drying experience and Todd Bradley, of CDIMS, who designs most of the National Hockey League climate control systems will discuss desiccant drying systems and evaporation strategies

Classroom – Learn advanced drying theory in comfort and plenty of hands-on in our 1,200 SF hardwood drying area

Pine, hickory, oak, bamboo, ash, maple, palm floors Wide variety of finishes including water based, oil modified and prefinished

You will set up and use multiple drying systems including heat, no heat, refrigerant and desiccant drying as well as wet-out a dozen additional floor and wall assemblies, weighing them before wetting, after wetting and after drying. We will be able to tell the difference of even one ounce of water in a section of wood flooring! Tuition: $695 includes lunches - Seattle area (35 min. from Sea-Tac airport) Low cost comfortable lodging nearby ($75 or less including breakfast) Classes are limited to 30 students and will fill quickly!

Call for dates and to make your reservations 800-257-0797 Circle 13 on the Free Information Card

Hardwood Flooring Drying Test

Continued

We allowed the water to sit for two more hours. Extraction We extracted the floor areas using vacuum panels connected to a flood extractor. We also performed a deep extraction on the carpet and pad. On the bare plywood, we used a squeegee wand.

www.abatement.com/restoration

Drying After completing the extraction, we moved on to drying: • The area under the floor was ventilated and dried using a high-pressure ducted fan to force air under each test cell. • The surface of the floor was dried with vacuum panels inter air drying units. • The top side of the floor air conditions were controlled by tenting and ducting in a LGR dehumidifier

Monitoring Air readings • Remote sensors were used above and below each test cell to verify that conditions were equal for all areas of the floor.

For more than 25 years companies throughout North America have relied on Abatement Technologies for HEPA ¿ltration systems with industry-leading quality, performance and reliability. Today, Abatement offers disaster restoration professionals a much broader line of structural drying products engineered to increase productivity, pro¿tability and safety.

Moisture readings • Two locations were monitored in each area of each test cell. Therefore, a total of 28 locations on the floor were monitored daily. • Each monitoring location consisted of two 2” long nails which were monitored with a penetrating moisture meter. • Additionally, each area had one remote sensor screwed from the bottom through all layers of the floor to track moisture and air at that location.

These products feature high performance drying equipment developed by our product engineering team, as well as a carefully selected line of other equipment and consumables that restoration companies use every day. These products are in stock and available for fast, same-day shipment at factorydirect prices. And, our knowledgeable sales and customer support teams are available to assist you.

Results

800-634-9091 Circle 1 on the Free Information Card 20

Cleaning Specialist | January 2011

To prevent issues where parties in the industry might focus on a certain time to dry a wood floor, all readings are reported as a ratio compared to the

plywood control cell. So for example, if the plywood control took a certain time to dry, and another material took 2.0 times the control, it could be said that it would take twice as long to dry vs. bare plywood. Expressed in drying time, if it took 24 hours to completely dry bare plywood using a certain drying system, a material that had a factor of 2.0 would take 48 hours to dry. We considered an area to be dry when the readings in that area (including all layers) were within four percentage points of the dry standard for that floor assembly.

Dry Times Based on Wood Type When analyzing the type of wood and how long it took to dry compared to the plywood control, results show that: • True hardwood flooring systems dry at virtually the same rate as bare plywood

• Other wood flooring systems dry faster than carpet and pad dried “in place” over plywood • Of the wood flooring systems tested, bamboo and low-quality engineered wood were the slowest drying

Averages by Flooring Attachment Method When analyzing the flooring attachment method comparing how long it took to dry compared to the plywood control, results show that:

• Wood nailed over tar paper dried faster than direct nailed or direct glued • Even glued-down wood dried faster, on average, than carpet and pad over plywood

Time Factors by Wood and Attachment Method When analyzing the wood type and attachment method comparing how long it took to dry compared to the plywood control, results show that: • Hardwood over tar paper dried faster

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21

Hardwood Flooring Drying Test

Continued

than bare plywood • Only the LQ glued and Bamboo glued took as long to dry as the carpet and pad over plywood

Wood Appearance Evaluation One of the biggest questions of this study was the appearance of the wood after drying. Over 200 photos were taken of the wood floor at different stages.

(Note that it is difficult to show even major imperfections clearly in a photo.) The table shows the different floors and their appearance after drying, as well as our evaluation of the acceptability of the appearance.

Conclusions and Recommendations This study confirmed that all standard methods of installation can be

dried over plywood. The myth that hardwood over tar paper would be difficult or impossible to dry was totally dispelled. It is clear that hardwood, when dried properly, should dry with all the other structure and contents in a residential structure. While all types of hardwood can be dried, it was also clear that engineered hardwood has a greater likelihood to suffer permanent aesthetic damage and would in many cases require replacement. Restorers should discuss this with their customers and make a proper judgment. Clear communication is a key, because some customers will want to save the wood even with if the damage is visible. It is also important to note that the damage to the engineered hardwood is only appearance related. There were no microbial damages or other safety hazards apparent from this appearance issue.

It’s tough out there.

You can graduate from the school of hard knocks if you don’t mind getting beat up. Or you can join SCRT and network with the cleaning and restoration industry’s leading experts in operations, management and marketing. One good idea from a seasoned veteran can change the course of your business or even your life. You don’t need to struggle alone. SCRT is here to help YOU. Learn more at

www.scrt.org or call 800-949-4728

It Pays P to Become a Member. Circle 6 on the Free Information Card 22

Cleaning Specialist | January 2011

Circle 23 on the Free Information Card

Righting the ship and moving full speed ahead Where We Are Let’s face it: the past few years have been a bit bumpy, even for the most stalwart of carpet cleaning and restoration firms. It’s hard to navigate a stormy economic sea without taking on a bit of water; the companies that found a way to bail themselves out of dire straits, then, deserve some recognition. “How I Did It!” is a chance to share with your peers how your company found itself in a hole, and what you did to dig yourself out and start heading back down the path to prosperity.

What We Need Fill out and send in this form, or go online to www.icsmag.com and fill out the interactive pdf. Don’t worry, you don’t need to put down your life story: just briefly tell us how you put your company back on the right path, and include a 4x6 photo of you, your vehicle, your storefront or whatever you feel best illustrates your business (a hires .jpg or .tif is even better, but it must be at least 300 dpi). “How I Did It!” is our way of giving a home to those stories that might otherwise get lost in the information superhighway shuffle. Tell us yours, and help encourage other professionals out there who have yet to find their way back from the brink.

Name ______________________________________________________________________ Company Name _____________________________________________________________ City ______________________________ State _______________ ZIP ________________ Phone _______________________ e-mail ________________________________________ How I Did It: ________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ Mail to: ICS: “How I Did It!” 22801 Ventura Blvd., Ste. 115 Woodland Hills CA 91364 Or e-mail it to: [email protected]. Submission does not guarantee selection. Images will not be able to be returned. Participants agree that materials submitted for consideration for “How I Did It!” become the property of ICS Cleaning Specialist and BNP Media Co.

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]

Honing Your Stone Floor Maintenance Program When it comes to sheer elegance, you would be hard pressed to find anything to compare with natural stone. It has been used for millennia as a building material, and can be found in some of the most prestigious buildings in the world.

N

atural stone is commonly used as a flooring material and, when it is polished to a high gloss, it can be breathtakingly beautiful. Understanding the effects of erosion on the stone surface can help you develop a maintenance plan to meet the needs of the natural stone flooring in your building. Soil, whether it is dirt, sand or microgrit, can be damaging to any floor surface, and stone is no exception. Even though stone is very hard, silica minerals such as quartz, feldspar and mica can scratch the stone surface causing micro erosion. The tiny scratches dull the surface and create areas for dirt to collect. Reducing the impact of the soil to the 24

Cleaning Specialist | January 2011

stone floor is the primary job of the floor maintenance technician, and identifying the soil entering the building helps to determine how to combat it. Keeping the soil out to begin with can be aided with a good walk-off mat program and should be incorporated in any facility, whether it has stone flooring or not. Developing a maintenance program begins by identifying the type of stone you will be working on. Natural stone, like all flooring materials has properties and characteristics that contribute to the looks, durability, hardness and composition of the product. Generally, there are several stones recognized as suitable for flooring material:

granite; serpentine; marble; limestone; travertine; quartzite; slate and sandstone. There is also manufactured stone flooring made of 70% marble or granite chips in a 30% cement or resinous

1

It may take longer, but stone is not immune to erosion

2

Floor texture will impact the maintenance program

3

Traffic patterns will emerge over time and require regular attention

binder; these are called terrazzo and agglomerated floors. The properties and characteristics are the determining factor of whether a stone can take a polish or not. The way the stone is formed can have an impact on its hardness. Slow-cooling igneous granite is very hard, while some sedimentary slate can be soft enough to scratch with a fingernail.

up over time causing the floor to look unsightly. Honed flooring is not quite as bad in collecting soil as the previous surfaces, but it does collect soil in the pores and scratches. A honed floor looks dull by design, it is achieve by using course to medium grit diamond abrasives to hone the surface. Honed surfaces are smooth

and even, just very little gloss. The pores of the stone will collect soil and over a period of time begin to look dirty. Machine scrubbing with medium scrubbing pads or brushes, followed by extraction using a wet vacuum periodically will help to keep honed floors looking good. Polished stone flooring can have excel-

Going Green When it comes to restoration...

f Biohazard Cleanup The biggest risks to your health can f Water Damage come from the tiny contaminants Restoration you can’t see. And not just from f Fire Restoration biohazards, but from the harsh chemicals often used to clean them f Mold Remediation up. The CDC recommends using f Odor Control “universal precautions” for blood/ body fluid spills, and Aramsco f Carpet Cleaning stocks the Fiberlock Green 24 non-combustible cleaner you need f Air Duct Cleaning to get the job done right. f Janitorial Supplies For over 50 years, Aramsco has and much, much more! been supplying the equipment, supplies, and chemicals you need to get the job done. We’re national in scope, but local in service and delivery, with 18 distribution centers across the country.

Aramsco offers more than fast delivery on tools, equipment, and chemicals—our experts can be there, on site, when you need us. Call now to find out how! Proud distributor of

10-0366 ICS HP January 2011

The scale for measuring a stones hardness or scratch resistance is called the Moh’s scale and runs from 1 to 10, with 1 being the softness of talc and 10 being the hardness of diamond. The texture of the stone will also impact the development of the floor maintenance program. Basic textures associated with stone flooring include cleft surfaces – usually associated with slate and quartzite – as well as thermal cut or flame cut texture typically related to granite. These textures are not achieved by polishing, but by different methods performed at the quarry or onsite. Stones that have a smooth but dull surface are referred to as a honed surface, while a highly reflective surface is described as a polished surface. Both are achieved using various diamond abrasives and, in many cases, polishing compounds. Cleft irregular and thermal or flame cut surfaces are textured and can contribute to slip resistance, but they can be difficult to keep clean because the surface itself tends to be a soil collector. Soil entering a building will be displaced from the shoe and come in contact with the floor. The soil will then migrate to the lowest point, which may end up in the minute pores or recessed edges of the textured surface. Once they settle, they become exceeding difficult to dislodge and build

Keeps You Safer

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800.434.3015 | www.aramsco.com Circle 4 on the Free Information Card January 2011 | www.icsmag.com

25

Hard Floor Maintenance Opportunities

lent gloss and a highly reflective surface. Polished stone floors are achieved by using fine diamond abrasives to smooth the surface until the desired gloss level is achieved. Highly polished floors do not collect soil in the pores as there are very little pores to collect in. Instead, the floor will begin to show a traffic pattern, which is caused by microscopic minerals in conjunction with moisture and foot traffic. The traffic patterns are usually maintained using a polishing compounds or just diamond abrasives on a periodic basis. In some environments such as casinos and hotel lobbies, these procedures may be performed on a routine basis. Regardless of the type of natural stone floor that is in your facility, the daily/ routine maintenance is critical to keeping them looking good all the time. The soil that the matting system does not collect will be distributed throughout

your building with the heaviest amount near the entrances. Sweep, use a dust mop or cloth system, or vacuum these areas daily or, in some situations of heavy traffic, multiple times a day to reduce the amount that gets to the rest of the facility. Removing the dry soil before it becomes a problem will reduce erosion considerably. Mopping is done when the dry service procedures are no longer effective to remove soil that has adhered to the floor. Use one of the wet mopping procedures in accordance with the soiling condition. Spot mop for spills, damp mop for light soil or wet mop when soil is moderate or heavy. On honed surfaces aggressive mopping works very well. When aggressive mopping, use hot water and neutral or all-purpose cleaner diluted to manufacturers recommended dilution ratios. Apply a liberal amount of solution to the stone floor and allow some dwell

time to soften the soil and suspend it in the solution. Extract the contaminated solution using a wet vacuum and rinse the floor thoroughly. Stone flooring is everywhere and, chances are, the floor maintenance technician will encounter them at some point. The stone floor, although rock hard, is no “magic bullet” against the effects of erosion. Understanding the type of stone, the environmental soiling conditions and the foot traffic can be essential in developing a good floor maintenance program for your natural stone floor.

M ASTER R UG C LEANER P ROGRAM The Master Rug Cleaner Program is an all-encompassing year of education and mentoring centering around two three-day sessions of intensive training on everything you need to successfully start and operate your rug cleaning business. Whether you consider yourself a beginner or an experienced operator, you’ll feel you are a Master after participating in this program.

Now accepting applications for our next class: Part I - March 24-26 2011 and Part II October 20-22 2011 • • • • • • • • • Three days of training at The Casbah in Dallas, TX • Six months later, three days advanced training at The Casbah • Focused training on rug identification: product knowledge is your best marketing tool • Pre-cleaning inspection with hands-on practicum • Machine, hand-woven and handknotted construction • Hands-on dusting and cleaning methods

• • • • • • • •

Silk rug cleaning Urine decontamination Fringe treatments Dye stripping Quality control Rug blocking Identifying problem rugs Introduction to marketing with Howard Partridge The most profitable add-on sales Pricing methods The three most profitable rug repairs Plant lay-out Affordable, efficient chemical and equipment packages Photographing rugs Free consultation during your one-year program Upon completion and passing of course test, receive Master Rug Cleaner® certification

Ellen Amirkhan, third-generation rug cleaning expert, Certified Rug Specialist, Appraiser, and Past President of the National Institute of Rug Cleaning. Aaron Groseclose, President of MasterBlend, Certified Rug Specialist, Senior Carpet Inspector, Master Textile Cleaner, writer, and instruc-

Cleaning Specialist | January 2011

Ellen and Aaron pioneered oriental rug training in 1992 and have instructed over 2,200 students. Now, they offer you this limited enrollment, in-depth training, and mentoring at The Casbah, Oriental Rug Cleaning Co., in Dallas, Texas. Learn from the experts who literally “wrote the book” on cleaning oriental and specialty rugs and share in their wide-ranging experience.

Act today to reserve your place in this exciting program. Go to www.masterrugcleaner.com or call (214) 821-9135 (Ellen) or (443) 562-5714 (Aaron).

The bonus! Ellen’s and Aaron’s $495 book is included in the course fee. A Comprehensive Guide to Oriental and Specialty Rug Cleaning, their mega resource book, includes commonly encountered rugs, over 900 photographs and illustrations, and a simple approach to identification, cleaning and more.

Circle 15 on the Free Information Card 26

tor with 30 years in the industry.

W

hat is the difference between having a job and having a business? You can sell a business, but you can’t sell a job. Many a carpet cleaner has learned how to create a job for himself, but very few have turned it into a real thriving business. Why is that? While out on last year’s “Making a Difference Tour,” I always asked our audience the question, “How many of you have a written sales goal for the year?” Every single time, less than five percent of the hands went up. I found that to be amazing, yet very telling.

People Don’t Plan

From Almost Broke to a Robust Business By

Dave DeBlander

Even the simplest thing, such as a yearly sales goal, is never done. Real businesses plan, and they spend lots of time at it. As a rule of thumb, ten percent of your time should be spent planning. Businesses need to know where they are and where they are going. Our sales manager spends all every Friday reporting on her week and planning her next week. Then she and I review the plan and make adjustments to it. True, she is not seeing any contacts, but this single day of planning makes Monday through Thursday far more efficient. I have a friend who owns a graphic arts business and does all the work himself. His situation, and countless others’, is no different than the one-truck operator. Is it possible to hire employees and grow the business? Of course! What does it take to do that? It takes planning with specific goals, strategies and timetables and then the ability to implement those ideas. There has been many a great article written in ICS about planning, so rather than go into a long discourse here on goal setting, etc., take a look at one of those articles, or get a book that tells you how to successfully do planning for your business.

Robust Businesses Know Their Numbers People with jobs go by the seat of their pants, whereas robust businesses know exactly where they stand. Which one are you? With all of today’s bookkeeping software on the market anyone can get their numbers under control, understandable and useful. Have someone reliable input the information, and then work with your CPA or bookkeeper to give you your Income Statement and Balance Sheet.

Dave DeBlander is the owner of a turn-key carpet cleaning/restoration business in Pensacola, Fl. He is the author of “How to Get Off the Truck and onto the Beach (or wherever you want to be)” and “How to Develop a Turn-Key Business.” You can reach Dave at www.howtogetoffthetruck. com, www.carpetcarecoach.com and www.davedeblander.com.

1

Keep an eye on your numbers

2

You need to have a life; always keep that in mind

3

Always be willing to try new things January 2011 | www.icsmag.com

27

From Almost Broke to a Robust Business

Continued

make any money when he filled in, but my customers were taken care of and he loved to work for me.

Business Owners are Leaders

This job can give the body quite a beating

Nothing is more important than an ability to lead others and that takes a positive attitude along with a desire for personal growth. Being able to successfully hire, train, coach and yes, sometimes fire employees is paramount to having a great business. Does that describe you? If not, you have two choices. Be the disciplined one-truck operator mentioned previously or acquire the characteristics I just described.

The Successful Business Owner Knows Four Critical Things Not All Jobs Are Bad You may be reading this and thinking, “Hey, I like being a one-truck operation!” To that notion, I say, “Great.” You can have a fabulous life operating this way, but it does take a special person to pull it off successfully. You will need to have great discipline in putting money aside, setting high prices and having a good back-up system. If you are going to do all the work yourself, you will need to put enough money aside each month to enable yourself to retire at age 55-60. The physical requirements for running a carpet cleaning business will make it very difficult to work past this age. Putting money aside each month is certainly possible, but takes a tremendous amount of discipline. You will be doing all the work yourself, so that will justify higher prices; just make sure you don’t waver in this regard. You need to have a life, take time off and have a fill-in when you are unable to work, so you’ll need a back-up. When I was a one-truck operation I took plenty of time off. I trained a man who owned a pressure washing business to do the cleaning and, when I was off, I would give him 50 percent of all sales. I did not Circle 21 on the Free Information Card

The successful business owner: • Always has a written plan for all aspects of the business. He has daily, weekly, monthly, ninety-day, yearly and five year goals written down. Additionally, all these goals are specific and measurable. • Knows that what gets measured gets done, and what gets rewarded gets done again. • Knows that his employees are good and great performers (there are no low performers) and they know what their tasks are. They know how their performance impacts the company’s bottom line and they know how their performance is measured. • Knows that he is willing to try new ideas and his success is measured by how many things are attempted every year. These ideas are then reported, analyzed and acted upon. The wonderful thing about owning your own carpet cleaning/ restoration business is that you are the boss, the king or queen. You get to make the decision whether you want a job or a business. Don’t delay, make that crucial decision and then get to work on whichever path you choose and enjoy the journey.

Mike Joe KERNER

DOMIN D

Jim

Lisa

PEMBERTON

WAGNER

TRUSTED CLEANING SOLUTIONS DEVELOPED AND TESTED BY THE INDUSTRY’S LEADING EXPERTS

Sapphire System AND SPOTTERS “Mike and I tackled challenges that were long considered impossible, but we don’t believe in “impossible” – only that there are roadblocks to be overcome. I’m excited for what these breakthroughs will mean for our customers: greater efficiencies and more effective tivee cleaning cleaning. c ” ~ JOE DOMIN For over 40 years, Joe has continually ally llyy pushed tthe he boundaries of cleaning chemistry. His Hiss numerou numerous carpet cleaning products are considered dere de red to be industry standards.

“I am happy to work with Joe to develop velop op p solutions clean eaning aning that truly address the needs of thee cleaning nd professional. We start with basic science and drive down to practical solutions that will mak make kee k our customers’ lives easier. And I love talking nce. to customers about cleaning science. Their commitment to their work iss pure inspiration to me.”

Upholstery

Area Rug

CLEANING

CLEANING

“Our real-world tests of Sapphire upholstery products have produced exceptional results on both the most sensitive of fibers and the most abusive busive usive soiling soil il ng conditions. I’m confident onfident nfident dent thatt these products produc produ s w will meet eett and a excee ed the t e fine fabric abr c exceed specialist’s specialist’s cialist’s iali ’s expectations. expectat expe expecctations. tions.” ~ JIM IM PEMBERT PEMBERTON Jim im m Pemberton, p president esident of Pe Pembertons Pem mb Cleaning ea aning ning and Res Restoration oration Supply Supply, is an industry usstry try leader iin cleaning solution solutions solutions. ns. Jim helped ed d to develop S Sapphire’s phire’s uphol upholstery upholst stery cleaning ani g pro products products. s.

“I've used just about every rug cleaning

chemical out there. What Sapphire has developed here are truly innovative rug products. These are game-changers. And you are absolutely going to find them on my wash floor. These are products for Textile Pros." ~ LISA WAGNER (”THE RUG CHICK”) Well-known for her hands-on rug training workshops and her “Rug Chick” blog, Lisa helped to develop and test Sapphire’s area rug cleaning products.

~ MIKE KERNER Mike is a gifted chemist and skilled communicator. He has 30 years of experience in chemical formulation, testing, and manufacturing. turing.

Joe and Mike developed the Sapphire apphire System and Sapphire Spotters s line.

The Sapphire S Scientific system combines cutting-edge chemistry with smart cleaning cuttin systems to give faster, deeper cleaning with syste fewer products and less effort. Clean smarter clean with confidence with Sapphire. and cl

FIND OUT MORE ONLINE

www.SapphireScientific.com

Circle 12 on the Free Information Card VISIT THE LEGEND BRANDS FAMILY AT

WWW.LEGENDBRANDS.NET

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2ND Attendee Name (same company) ____________________________________________________

❏ I am a member of a participating Association 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 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

First attendee before March 25: Additional attendee, same company before March 25: First attendee after March 25: Additional attendee, same company after March 25: Additional meals only (spouse): One-day only: Indicate which day below

❏ April 14

❏ April 16

Non-member

❏ $395 ❏ $350 ❏ $475 ❏ $425 ❏ $240 ❏ $199

❏ $495 ❏ $450 ❏ $595 ❏ $550 ❏ $265 ❏ $250

Register for POWER OF THREE EVENT - APRIL 13, 2011 Not included in CONNECTIONS Conference and Registration - Separate registration fee. Fee includes breaks, lunch, and 2 free drink tickets for reception. ❏ Member: $97 ❏ Non-member: $197

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.

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 15

Member

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.

For more information visit us online at www.connectionsconvention.org or CALL 888-881-1001 x104 Circle 50 on the Free Information Card

W

elcome to the 2011Truckmount Equipment & Accessories Guide, the cleaning and restoration industry’s premier truckmount specifications resource.This is where you will find the cornerstones of the truckmount industry. The listings found here are manufacturer supplied, as are any claims of performance or standing. For detailed listings of makes, models, accessories and more, go to www.icsmag.com and click on “Truckmount Showcases,” where you’ll find every detail your heart desires. For additional information, contact the manufacturer. From accessories offered, blowers used, disposal systems included and filtering systems employed, to information on holding tanks, solutions pumps, vacuum hoses and prices, we’ve worked to make your search for your new truckmount as painless as possible.

The Industry’s Only 10-Year Warranty

Butler Corp., The 251 Moody St. Ludlow, Massachusetts 01056 Phone: (800) 535-5025 Fax: (413) 589-9344 Email: [email protected] Web: www.butlersystem.com

The Butler Corporation’s commitment to quality is emphasized with “The Industry’s Only 10-Year Warranty.” This warranty is provided at no additional cost, with no limitations on machine hours and is transferable, free of charge. Coverage includes all major components: Shaft-Drive System, High Pressure Pump, Detergent Injection System, Vacuum/Blower, Heat Exchanger, Holding Tanks, Reels, Holders, Racks, Trays, and Shelving etc. Factory “reconditioned” Butler Systems are warranted for one full year.

Priced for profit... Built for Productivity. The Century 400 Avenger 550 and 600 truckmounts are the affordable choice for professional cleaners who need a fully featured truckmount in a simple-to-use, down to business machine. You’ll find generous heat and powerful vacuum in these single wand workhorses. Built with the finest quality parts and components, the Avenger truckmounts are reliable and economical to operate.

Century 400 325 S. Price Rd. Chandler, AZ 85224 Phone: (800) 752-1777 Fax: (480) 786-5724 Email: [email protected] Web: www.century400.com

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