April 2014 by National Carpet Cleaners Association

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ncca

Features:

The Risk Business Customer Complaints ÂŠSalcombe Piazza by Axminster

April 2014

The official journal of the National Carpet Cleaners Association

Contents

Published monthly by:

03 From the Editor: CCC 2014 - Put the date

in your diary now! 04 A day in the life of a carpet cleaner 06 How to avoid problems when cleaning carpets and upholstery 08 Safeguard your future 11 NCCA tour of the National Trust Textile Conservation Studio and Felbrigg Hall 12 A guide to customer complaints (part three) 14 Turkoman rugs (part three) 16 NCCA is awarded TrustMark Scheme Operator status 18 The unforgettable fire 20 The ‘risk’ business 21 Customer advice slip 22 How to increase your profit... immediately!

The National Carpet Cleaners Association, 62c London Road, Oadby, Leicestershire, LE2 5DH. Tel: 0116 271 9550 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk

Editor Nicky Law Editor in Chief Keith Robertson Design Editor Nikki Law CEO/Technical Director Paul Pearce Vice President/Admin Director Nigel Lay Company Secretary/2nd Vice President/Training Director Glyn Charnock Membership Director Martin Johns

24 Training - yourself and your staff

Marketing Director Keith Robertson

Opinions expressed in this publication are not necessarily those of the Association or it’s officers or members. Whilst every effort is made to ensure the accuracy of the statements within this publication, we cannot accept responsibility for any errors, or omissions, or matters arising from any clerical or printing errors, and whilst every care is taken of manuscripts and photographs submitted to us, we can accept no responsibility for any loss or damage.

Corporate Director Allan Simmons

©Carpet Cleaners Association Ltd 1994 (Trading as the National Carpet Cleaners Association). No part of this Newsletter may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the Carpet Cleaners Association Ltd.

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Events Director Billy Russell Co-opted Franchise Director Denise Pitt www.facebook.com/NCCAFloorCare www.twitter.com/NCCA_floorcare_

CCC 2014 - Put the date in your diary now!

n less than five months' time, on 20th September, we will again be holding the Carpet Cleaners Carnival (CCC), at Wicksteed Park in Kettering. The event is open to everyone within the industry, together with their friends, partners and children and focusses on 'fun for all the family'. This does not mean, however, that business will take a back seat. The event includes an exhibition featuring top industry manufacturers, suppliers and advisors, many of whom will be demonstrating their equipment, providing you with the chance to see all types of machinery in action. The 2014 exhibition is set to feature some of the biggest names in the industry. We already have some excellent companies signed up to exhibit, including: Dry Fusion, Cleaners Warehouse, Columbus Cleaning machines, Sebo, Chemspec Europe and Dri-Eaz Products, Alltec, GetBookedUp, Woolsafe, Prochem Europe and Chemspec Ltd, together with Kirsty's Kids, a charity run by NCCA member John Bryden. And that's just the start, there will be many more signing up over the next few months. This year we are also holding a number of seminars to help you in your business. The topics arranged so far include: The Use of Bleaches in Carpet Cleaning (including demonstrations of oxidising and reducing bleaches), Marketing, General Equipment Maintenance and Carpet Repair. Further information on seminars will be included in a future edition of Newslink, so keep an eye out for this. Along with the exhibition and seminars, the Carnival will feature entertainment and women's interest areas, providing attractions and activities for everyone in attendance. Visitors will also be able to enjoy the many features within Wicksteed's acres of beautiful parkland, including: an arboretum, lakeside area, a railway, memorial gardens, a fairground and

one of the largest children's playgrounds in Europe. In last month's Newslink we included a four page pull-out-andkeep guide to CCC 2014. On the back page of the guide was a voucher for collecting tokens for Nicky Law FREE ENTRY TO A £100 PRIZE DRAW Newslink Editor which will take place at the Carnival (the first two tokens were also provided to get you started). Below are the NEXT two tokens to cut out and place on your voucher. Keep your eye out for further tokens in future issues of Newslink… and don't forget to bring your completed voucher with you on the day. EXHIBITING AT THIS YEAR’S EVENT If you would like to exhibit at this year's event, please call NCCA Corporate Director, Allan Simmons: 01405 813665 or email: allanjnr@getbookedup.com If you are exhibiting this year you can advertise your company for FREE within the next pull-out-andkeep guide (to be featured in the May edition of Newslink). To take advantage of this excellent opportunity, email Nicky at: nicky@ncca.co.uk for more information. THE NEXT TWO TOKENS FOR YOUR PRIZE DRAW VOUCHER

WIN £100!

A ALL NIIVV IZZE E RN AR C CA RI PR EP EE RE W FFR AW RA D DR

TOKEN THREE

TOKEN FOUR

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A day in the life of a carpet cleaner

Paul Pearce

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Photographs©Paul Pearce

recently attended a client's house to carry out a carpet clean. It was to be a simple job (a large through-lounge and a flight of stairs). I had visited the owners two weeks previously and had talked them through the cleaning process and the charges etc. They were an elderly couple, very house proud, and had The morning job always cleaned their own carpets, but the gentleman said he was now ready to allow someone else to clean them for him. We agreed the price and he asked me what he should move prior to the cleaning being done. I explained that very little needed to be moved as there weren't a lot of ornaments around and I could move the furniture as I went. I explained that I would put pads under the feet of the wooden items to save them marking the floor; we then agreed a date for the work to be carried out. I arrived in the morning of the day in question and was invited in to check over the environment

prior to bringing my equipment in. This is something I always do; it is only right that you reestablish your report with the client and ensure that everyone is comfortable. I did notice that the room was a little lighter in items than I had remembered, but said nothing. I returned to my van to bring my equipment into the house and then did ‘the usual’; I placed a dust mat down for the machine, set the vacuum up and then filled up with water. Whilst standing at the kitchen sink I chatted to the client and asked if he had had a good weekend. He took a few seconds to think

about it and then said “not really”. I, of course, said “Oh! Why is that sir?” He replied “because of you coming”. He said he had been working all weekend moving furniture to make sure there was no dust underneath any of it. He had also wiped all the skirting boards, tidied up cables, emptied a bookcase, cleaned all the lampshades, swept the path, beat the door mats and cleared debris from the drain. I said (as you do) “its good job it wasn't the queen coming or you might have ended up doing some decorating as well”. He then showed me that he had painted the handrail up the stairs because he thought it needed it! Honestly, this house didn't need all this extra attention because it was fine as it was. Yes, the carpet was a little soiled but it was a pleasure to clean it. It just shows the

The afternoon job

lengths some folk will go to get themselves ready for us. My afternoon job, however, was a much different scenario. I arrived and did my ‘usual’ to get reacquainted with the job. The owner of the house was an established client's mother and I had originally visited the property around three weeks previously. The house was rather small, the lady lived alone and it seemed she had plenty of hobbies! When I visited to carry out the quotation I did ask that all personal items be lifted from the floor and that ornaments were put in a safe area prior to the clean. Sadly this hadn't happened and the lady was very apologetic because she had done so little to get ready for me. Apparently her daughter was going to pop in to help out but she had been too busy to get around to it. Now, in this instance, you could walk away or you could charge extra or, of course, you could just get stuck in and do the job. I chose to do the latter. It took me probably an hour to get the room sorted for cleaning but it was worth it in the end. My client was very happy and so was her daughter when she phoned the next day to say ‘thank you’. Sometimes we all have challenges in our work, but I wouldn't have it any other way. I can honestly say I really do love my job.

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How to avoid problems when cleaning carpets and upholstery NCCA Library

ithout doubt, the most important part of the cleaning process is the initial inspection of the item to be cleaned. Failure to follow this simple initial step can potentially lead to problems later and may prove extremely costly in monetary terms and in loss of prestige for your business. Many cleaning problems can be eliminated by an accurate pre-inspection. The audit, or survey, will determine how, and if, the work is to be carried out. This process must be undertaken systematically and thoroughly on every job and a written report of your findings should be handed to your client prior to the work being done. Details logged during your survey should include, amongst others: the name, address and contact details of your client, the areas to be cleaned, the fibre type, how the item has been constructed and the colour and style. You must also ask your client if the item has been cleaned before and assess if there is any damage or cleaning residue from previous work carried out. The most professional way to log the relevant details during your initial inspection is to write them down on a pre-designed form. This way you only have to fill in the spaces when you arrive at the job. Information can then be transferred to your database for future reference. Every carpet cleaning company should carry out a proper survey, documenting any potential problems and communicating these with the client

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at every stage. Failure to follow these procedures can lead to a dispute should a problem arise, whereby your client may insist that your company failed to report any issues. This can result in a claim against your company and, when this happens, the first thing the insurers will do is ask for paperwork relating to the survey. You should be able to produce this paperwork immediately on request. If you fail to provide the relevant information you may find it hard to find the right insurance in the future, as most companies will expect you to carry out a documented survey as part of your cleaning process. The NCCA are able to provide comprehensive survey forms for members to purchase, which come in pads of 100 with a carbonated sheet, so you can give one copy to your customer and also keep a copy for yourself. If you would like to purchase one of these pads, please call the NCCA office.

Safeguard your future

Keith Robertson

ave you made your exit strategy yet? If that sounds rather pompous, let me rephrase it. Are you ever going to be able to afford to retire? Obviously all of our circumstances are quite different. For example, when I came into the industry I already had four children so there was little money left over for saving, whereas I know some United Kingdom in 1909 to cater for a very small NCCA members are on their second career are Yanukovych’s Marble and in President mansion section of needy individuals. Firstly you had to be fortified with a pension provision from a previous over seventy, which in those days was a rarity as employer. average life expectancy was around fifty and even There used to be a time when we could say “My then you would only receive 5 shillings pension business will provide my pension”, as it was (which in present day terms would be worth possible to build a small business and sell it for £25.00) or 7s.6d for a married couple if you had an sufficient to retire on. The chances of doing that income below a certain amount. nowadays are very unlikely. True, there are ways Currently, the full individual State Pension (if you we can make our business more saleable but it is qualify with thirty years National Insurance doubtful that the price it might fetch would leave Contributions) is £113.10 per week, which will in us in a comfortable retirement. So, what then, are due course be replaced with a higher single-tier the alternatives? If you don't want to retire poor, pension. Even so, it is unlikely that you would find what is required to be sure that this doesn't that sufficient for you to enjoy a comfortable happen? retirement, so it is important to ask yourself “How The first thing to be clear about is that you much do I need? What provision have I made cannot be dependent on only the State Pension. currently?” and “Is there going to be a shortfall in The basic State Pension was introduced in the

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what I need to comfortably retire?” Only by planning ahead can you achieve peace of mind. Before you stop reading and say that you will think about this when you get older, pause for a minute and consider the following. If you are forty five years of age and start to save £100.00 per month and do so for twenty years, what you have saved will amount to £24,000.00. Assuming you did sufficient research to find a way to achieve a 5% interest rate on your savings you should by then have nearly £41,000.00. If on the other hand you started to save when you were twenty five years of age you would be able to save for forty years and then the amount of your saving would have reached £48,000.00, but the same 5% interest rate will have multiplied your savings to nearly £149,000.00. Quite a difference. Want to improve that? Increase the amount you save by 2% each year and after forty years the £72,000.00 you have saved might well have become £198,000.00. Change that to you increasing your savings by an additional 5% each year and the £144,000.00 would have become £330,000.00. Starting late can never trump starting early because saving a small amount of money regularly from when you start work will leave you better off than saving a bigger amount in later life. If at age forty five you saved £200.00 a month, after twenty years you would have saved £48,000.00, the same as the twenty five year old saving half as much per month, but it is likely to be worth only £81,000.00 against his £149,000.00. The key is compound interest. The lump sum grows from interest being

added every year so that the interest added on top of the interest already saved is what is known as compound interest. It is true that most people find they need less income in retirement and the current suggestion is that around two-thirds of your working income is a good prediction. Statistically at least, some of us may survive twenty or thirty years after retirement so it is important to also take into consideration the effect on inflation. For most, their Private Pension will provide a fixed figure so it's worth remembering that to achieve what could be done on £100.00 in 2003 would now cost £134.00. Go back a further ten years and the £100.00 of 1993 would cost £172.00 today. In some cases inflation can be much worse. My late mum who died in 2013 was widowed in 1971 and saw the purchase power of £100.00 in that year rise to a requirement of £1024.00 before she died. There are different ways to ensure that you are able to start saving for the future. For example, if you are running a successful business with a profit of £40,000.00 per year and you are self-employed, you could start by setting aside the difference you are saving in National Insurance Contributions against what would have been deducted if you were in employment. If my calculations are correct you would pay £3870.24 in National Insurance Contributions if you were earning £40.000 per year as an employee. If the profits of your business are Continued on next page

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£40,000.00 per year the National Insurance Contributions you pay as a self-employed person is 9 per cent on the profit between £7,755 and your £40,000.00 which is £2902.05. You also pay Class 2 contributions at £2.70 per week totalling £140.40 per year. The difference then between being employed and self-employed is £827.79. Add £1.00 per day and you have your first £100.00 per month to save. Another way to ensure you have enough is to grow your business with the help of employees. Although David Coker last month presented a number of reasons why remaining as an owner/operator suited him, and possibly many members, there is a finite limit to your profitability if you work on your own. Taking on staff, however, does have its downside and there is a learning curve that you will follow until you realise that you cannot clone yourself and the smartest employees are the most likely to set themselves up as your competitors, but if you 'Work at the Right Price' it's not so difficult to deal with the Employee Liability Insurance, Employers National Insurance Contributions, sick pay, holiday pay and extra office work. It allows you to broaden the range of services you offer and to be able to handle larger jobs or multiple different jobs. Being able to work on

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different surfaces not only increases your options but also acts as a funnel for different services. Restoring the stone surfaces in a large domestic property leads naturally to you being trusted to look after the carpets, rugs, soft furnishings and curtains too. Business life becomes much more interesting if you are dealing with a larger variety of job types. There is another aspect to having employees and that is that as you get older the consequences of suffering from poor health or injury can be ruinous if you are an owner/operator. Older age in our industry brings infirmities and unless you made enough profit when you are younger you will be forced into reducing your lifestyle as you handle less work. That is why for some, the conclusion is that there are overriding benefits in, while remaining small, employing a 'helper' to work alongside you, or a second technician. In my case employing staff, although fewer than in previous years, has allowed me to continue my business beyond the normal retirement age and allows me to save more as a protection against future inflation. The world is a fragile place and it is not possible to second guess what is going to happen in our lifetime but a little thought and preparation will help us in the right direction.

ollowing the success of the event last year, we have organised a second exclusive tour of the Conservation Studio, on Friday 9th May 2014. The tour will take place in the afternoon and is scheduled to last an hour. The Studio is the only in-house treatment facility for the conservation of textiles in the UK. They take in some of the 100,000 items that belong to the National Trust each year for conservation. In February this year they collected the 19th Century Templetons chenille carpet from Cragside House in Northumberland, as featured on TV last October on the 'Inside the National Trust' programme. This carpet will be under conservation when National Trust Conservation Studio our tour takes place, so you will have a one-off opportunity to see the work being undertaken on this unique and historic carpet. The Conservation Studio has a maximum of 25 visitors to a tour, so early booking is advisable! To make more of a day of it we have again organised a visit to a National Trust House, this time Felbrigg Hall, in the morning. (See: www.nationaltrust.org.uk/felbrigg-hall for more information). There is a maximum of twelve persons per tour; the first will start at 10.00am and the second, if required, will start at 11.00am.

In between our tour/s of Felbrigg Hall in the morning and the Conservation Studio in the afternoon, we will meet for a fish and chip lunch at the Aylsham Lodge Hotel. The lunch, which is included in the price for the day, is Scampi or one of a choice of three different fish, freshly prepared in breadcrumbs, plus a dessert from that day's selection. Prices for the day are £28 plus VAT per person, including lunch and both tours, so if you would like to take part in a completely unique exclusive event, reserve your place now with the office. We look forward to seeing you there. Why not make it a minibreak If you fancy mixing a bit of work with pleasure, why not do as some members did last year and make a weekend of it? There are some wonderful places to visit in the area. Aylsham Lodge Hotel, where we will be having lunch, has rooms available at the following rates: ŸTwin room single occupant £55 ŸTwin room double occupancy £80 ŸDouble room single occupancy £65 ŸDouble room double occupancy £80 (All including full breakfast)

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Photograph of Conservation Studio©Glyn Charnock

NCCA tour of the National Trust Textile Conservation Studio and Felbrigg Hall in Norfolk

A guide to customer complaints (part three) Lewis Scroby (NCCA Standards and Fair Trading) NCCA Standards and Fair Trading Officer, Lewis Scroby, continues his series on dealing with customer complaints. This month features complaints procedures and terms and conditions.

rocedures are a very important part of operating any modern business. Whether it's best practice for the work being carried out, workplace health and safety, office or financial procedures or employee guidance, systems should be in place to ensure that the company is operating to the required high standards. Complaints are no different. Written procedures should be in place to ensure that they are properly dealt with, for the benefit of both the customer and the company. Most NCCA members have put a lot of time and effort into regular training. Whether it's the owner or a new technician, the investment in education is considered vital to the success of the company. Adding that to the fact both reputation and word-of-mouth are very important aspects in obtaining work and repeat bookings, it is surprising that some members do not put the same level of effort into dealing with complaints. Especially situations that could have quite an effect on reputation and the chances of being recommended for further opportunities. All companies, even one-man bands, should have

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written procedures for dealing with complaints. It should not be considered a waste of time to respond to a concerned customer, even if you disagree with their side of the dispute. However, a lot of time can be wasted if a complaint is not managed properly. Following a specific set of guidelines will ensure that issues are dealt with efficiently and professionally. Complaint procedures should include: instructions on communicating with a customer, the investigation process, how the company will address any issues, resolution options and reviewing/developing company policies to avoid the problem reoccurring in the future (this applies even if the customer is not fully justified in their complaint). Consider the reasons they felt the need to report the matter to you. Beyond any technical concerns, did communication or the way the company advertises, for instance, lend weight to the complaint? Once you have put time into a proper complaint procedure, use it. Anything that you have made an effort with to assist customers should be used to promote the professionalism of your company. A proper written procedure for dealing with complaints shouldn't be filed away until an issue arises. These things can be excellent marketing tools. If you have a complaint procedure you are proud of and are confident in, promote this to your customers. Something like this which puts

Diary Dates 2014 NCCA COURSES

their mind at ease can greatly assist your chances of success turning a quote into a booking. You can also use this to put off those customers that may want to 'try it on' (more on these later in the series). Terms and Conditions are other things customers should be made aware of. It is surprising how many times the NCCA has been involved in a complaint and found a company has directed its customer to their online or printed T&C's, but only after an issue has arisen. If you have specific terms or require customers to comply with certain procedures or deadlines, you must make them aware of these at the relevant time (usually at the quotation stage, or at least before any work is scheduled to be carried out). It is very difficult to use a term or condition as a reason not to respond to a complaint if they have only been brought to the attention of the customer once the issue has been reported. At this point they will just be considered an excuse or 'get-out clause' and the customer will lose faith in you and the company - probably only making the matter worse or the customer more determined to pursue a resolution. Terms and Conditions can be a very important part of a company structure and, when used correctly, assist with operational efficiency and customer relationships. Unfortunately when not used correctly, or revealed too late, they can become useless. Next month the series continues with technical issues and liability.

Carpet & Upholstery Cleaning 23rd - 24th May 4th - 5th July 12th - 13th September 21st - 22nd November Advanced Spot & Stain Removal 20th June 10th October Leather Identification & Cleaning 11th September An Introduction to Hard Floor Cleaning 24th - 25th April Commercial Carpet Maintenance Technician (IICRC COURSE, HOSTED BY NCCA - with Paul Pearce) 10th - 11th June All above courses held at NSPCC Training Centre, Leicester unless otherwise stated. Visit: www.ncca.co.uk for booking forms and further details.

CARPET CLEANERS CARNIVAL 20th September at Wicksteed Park, Kettering, Northamptonshire

IICRC COURSES (HERTFORDSHIRE) Carpet Cleaning Technician with Paul Pearce 20th - 21st May 16th - 17th September 25th - 26th November Upholstery & Fabric Cleaning Technician with Paul Pearce 3rd - 4th June 23rd - 24th September 2nd - 3rd December Commercial Carpet Maintenance Technician with Paul Pearce 30th Sept - 1st Oct Held at Alltec Network, Royston, Hertfordshire. Tel: 01763 208222

IICRC COURSES (SURREY) Carpet Cleaning Technician with Adam Jankowski 3rd - 4th June Upholstery & Fabric Cleaning Technician with Adam Jankowski 15th - 16th April 23rd - 24th July Held at National Flood School, Surrey. Tel: 01252 821185 Visit: www.iicrc.org for further details on all IICRC Training Courses.

Turkoman rugs (part three) Peter Collins (Honorary Member)

way at the western end of Turkestan, scattered over plains, along the shores of the Caspian Sea and in the foothills of the mountain chain, dwell the great Yomud horde of Turkomans. There are probably no rugs which, from an ethnological standpoint, are more interesting than theirs. They are pleasing to the eye, by their warmth of colour, with remarkably neat weaving and clearly defined patterns in the minutest detail, often following the colour and textile traditions of the Tekke folk. They have 'borrowed', for their design elements, decorative tricks which are the distinguishing features of rugs from these parts. With great skill they have perfected in these beautiful rugs an amalgamation of patterns, which over the centuries have been adapted and perfected in design by these tribes' people. The colouring of the Yomud rug, in some cases, follows closely the reds so prevalent in the Turkoman Tekke, whilst in others the reds are muted to an old rose colour. The side borders could, at first glance, be mistaken for rugs made in Shirvan or Daghestan. In many cases there is a broad white or coloured stripe at the outer edge of the web, on the ends, and a small outline border pattern embroidered in red yarn. Occasionally the fringe, instead of being left loose

all the way across the end of the rug, is twisted at irregular intervals, of from three to eight inches, into stout ropes like those of the Kazaks. In many Yomud rugs the pattern consists of an array of diamond-type shapes, distributed upon the field in Turkoman order, but styled inside and out with the latch hook. In the borders the Caucasian hallmarks are apparent. There is a stiff form of the swaying vine and, where it crosses from one side to the other, it is heavy with latch

hooks. Where it lies parallel with the sides is the barber pole stripe which is found in nearly all the Transcaucasian rugs and also in many Kabistans. Yet even in the rugs in which it is known to have originated, this stripe does not play a more important part than in the Yomud design. It furnishes both broad and narrow elements for the sides and in the end borders. It also often figures as a trunk in the tree patterns, the branches of which are composed in a form of latch hook.

There is one feature of these rugs which seems to be wholly the property of the Yomuds. It is a coarse side selvage of two ribs which, instead of being wholly red, has alternate squares of red and blue, red and brown, or two shades of red in each rib. Even when the rugs are piled out to the last thread of warp (body finish) this is preserved in the pile.

More next month on Turkoman rugs.

NCCA is awarded TrustMark Scheme Operator status Glyn Charnock

reat News! After almost two years hard work, and behind the scenes negotiation, the NCCA has now been awarded TrustMark Scheme Operator status. To gain this approval, we have set the standards required under the Carpet and Upholstery Cleaning Category and negotiated exclusive membership for the NCCA so only our members can become TrustMark approved. We have also been required to update the Code of Practice for all members and will need to achieve ISO9001 Accreditation within the next twelve months. The introduction of the new tiered membership structure last year also helped show our commitment to raising standards in the industry. The Board would like to thank those members who have supported us in the effort to reach this stage by becoming TrustMark members, despite there being little chance of reward for their efforts thus far. Hopefully those members can now reap the rewards by being the first Carpet and Upholstery Cleaners under the new TrustMark category. So what does this mean for the NCCA and its members? Well, TrustMark is the Governmentbacked standards and consumer confidence

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scheme for all trades undertaking work in consumers' homes. Their website receives over 400,000 hits every month from members of the public searching for trustworthy tradesmen who work to government approved standards. The NCCA have set the standards for TrustMark approval, and ONLY NCCA Members who reach the required standards can become TrustMark Approved contractors. This is effectively the best recognition we can get from Government for our industry - the 'Gas Safe' standard for carpet and upholstery cleaners. Soon the NCCA logo will appear as a clickable link on the TrustMark Scheme Operators web page, and on the details page of every member who joins, helping to provide much needed public recognition. The category of Carpet and Upholstery Cleaners will be on the list of trades whenever a consumer searches the TrustMark website, and members who are accepted for TrustMark will have their details available under the postcode search including a link direct to their website, an email contact form, telephone number and even a

google maps link to show consumers where they are based. Have a look at the TrustMark website: www.trustmark.org.uk to see how it all works. TrustMark members can use the logo on their advertising and promotional materials, website, vehicles and stationary. How many of your competitors will be able to advertise themselves as 'TrustMark Approved, Working to Government and Industry Approved Standards'? Citizens Advice Bureau have a direct link for consumers to search for TrustMark members, and other supporters of the scheme include Age UK, the Trading Standards Institute, Direct.gov, the Department for Business Innovation and Skills and the Office of Fair Trading. Again, how many of your competitors can say they are recommended by the Citizens Advice Bureau and the Office of Fair Trading? TrustMark membership is NOT compulsory. It is a marketing tool which will benefit members, the NCCA and the industry as a whole. Membership is just £150 + VAT per annum, so just one or two jobs a year gained directly from the TrustMark website will pay for your membership and we hope members will get much more work than this from the scheme. However, we see one of the main benefits as how many additional jobs members can win from their competitors when they can promote themselves as recommended by Citizens National Organisations Supporting TrustMark

Advice and working to Government Approved Standards. The criteria for joining TrustMark is as follows: ŸYou must be a member of the NCCA and abide

by our Code of Practice. ŸYou must have attended the NCCA two-day

Carpet and Upholstery Cleaning course and passed the exam - or the IICRC two-day carpet and two-day upholstery cleaning courses - or a twoday Corporate course approved by the NCCA. ŸYou must have attended an Advanced Spot and

Stain Removal course (a copy of the certificate will be required as proof of attendance). ŸYou must have third party insurance to a

minimum value of £2m and Treatment Risk cover. ŸYou need to have been actively involved in the

industry for a minimum of two years. ŸYour work must comply with PAS 86:2008

standards. ŸYou must attend a training course or industry

event once every three years. ŸYou must sign a Health & Safety declaration

form. Additionally, the NCCA Directors reserve the right to refuse membership of TrustMark to any current members who within the past two years have: ŸBeen placed on probation for breach of the Code

of Practice. ŸHad a complaint upheld against them. ŸFailed to pay their NCCA membership fees,

and/or send in their supporting documentation, to the NCCA office by the due dates. To apply for TrustMark membership, please contact the NCCA office.

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The unforgettable fire

Terry Guilford (The Ultimate Floor Sanding Co.)

t's not easy thinking of You donâ&#x20AC;&#x2122;t want this happening to your machine! something to write about every month and my hat is sincerely tipped to those of you who have been doing it for a lot longer than me. The fact is that inspiration, on occasion, is sadly lacking and this month was definitely one of those occasions, or at least it was until I looked at my favourite wood flooring forum and sawâ&#x20AC;Ś IT. 'IT' was a thread on the forum titled 'After the fire' and that was what sparked (sorry) my imagination, because just However, unlike most flammable like the dangers caused products, when an ignition source is Watch out by airborne hazards such applied to large amounts of dust you for nails! as dust and toxic don't get big bangs (no I'm not going vapours, fire is a serious concern for floor sanding there) but the far less impressive phenomenaâ&#x20AC;Ś contractors. smouldering. Now of course smouldering may not The strange thing is how common the problem is be particularly impressive, but it is undeniably without actually being seen as a problem; you see dangerous. Loud bangs are audible and flames are it has happened to me in a small way twice, it has obvious visual warnings that all is not well, but happened to one of our franchisees in a large way smouldering is so subtle you may not notice it once, it has happened to a friend and it was nearly until it destroys your van or, worse still, burns lethal and five minutes on Google will show down your clients' house. So we know that wood several cases where it WAS lethal. So what are the dust is flammable, but what is the source of causes? ignition and what physically happens? As well as being dangerous to our lungs, wood During the course of sanding, the abrasive is not dust is amazingly flammable; if you want to test only working against the wood but also the nails this out then throw some on an open fire (no or anything else that may have been left on the don't, my conscience is already overburdened). floor or becomes unearthed during the course of

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the sanding. As it strikes the foreign object a small spark is produced. This can happen at exactly the point that the dust particles are making their way into the mouth of the dust collection port on your sander. Should one or more of those particles be ignited by the spark it will make its way to the canvas bag of the sander and begin a process which may take several hours to become a fire. So, how do we avoid the potential for fires caused in the manner described above? The key is in recognising the hazards and eliminating them as much as possible. First off, is the floor face nailed? If so, punch the nails well below the surface. Second, is the floor greasy (like in a restaurant) or is it a waxed or oiled floor? Both of these massively increase the flammability of the dust. If the floor is very greasy you may want to consider cleaning it first, if it has been waxed or oiled you need to be aware of the risk and watch the dust bag as you sand. Thirdly, make sure you vacuum the floor thoroughly before sanding, as small stones or other debris can create sparks just like nails do. Fourthly, make sure you empty dust collection bags frequently and dispose of the contents outside of, and well away from, the building. Finally, if you do see or smell smoke coming from the dust bag or see an ever growing black/brown mark developing on the canvas, it is essential to do the following. First, clamp your hand around the neck of the bag closing off the point where it is tied to the machine, this stops large volumes of air getting in and cuts down the speed at which things can develop. Second, untie the bag from the machine keeping your hand

clamped around the neck and third, get the bag and contents out of the building! On the two occasions that I witnessed a fire starting, and the one occasion that it happened to a franchisee, the cause was as described above. The difference was that I saw it happening and dealt with it, whereas the franchisee had serious damage done to his van and his sandersâ&#x20AC;Ś THE NEXT DAY! (Told you, smouldering can be slowâ&#x20AC;Ś but dangerous!) The other common instance of fire caused by floor sanding contractors, involves flammable finishes and cigarettes (I don't think I need to elaborate there do I). My friend got away with severe scorching to the room he was working in and remarkably little damage to himself, but the migrant workers in Boston Massachusetts I read about on the internet were unfortunately not nearly so lucky. It does happen; at best it dents your bank balance and at worst it ruins every plan you ever made.

Win a place on our training course! Win a FREE place on a floor sanding training course at The Ultimate Floor Sanding Company. Just log on to their website and sign up for their monthly newsletter. To be sure they know who you are please put NCCA after your name. Log on to: www.ultimate-floorcare.com The winner of their last competition was Steve Wilkins from Ideal Upholstery Cleaning in Cheshire. Our congratulations to Steve; Terry at The Ultimate Floor Sanding Company is looking forward to seeing you on his course soon.

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The ‘risk’ business

Derek Bolton (Honorary Member)

he inspiration for my articles comes from a variety of sources, as many of you will have gathered, and this months is no exception. In my spare time I work voluntarily at a centre where I talk to children (whose average age is around ten or eleven) about 'taking risks', encouraging them to consider the consequences of a risk taking action. We use a very simple 'risk meter' to illustrate levels of risk, which is designed to help them evaluate any risk in their future actions. We give the children a set of circumstances and ask them to assess the risk element on the meter. I thought I might share this with you to serve as a reminder of the risks we take on a daily basis during our chosen profession. Here are two examples of the type of risks that we, as cleaning technicians, often take during our working day: 1) You have an 80% Wool 20% Nylon carpet to clean; it is five years old and moderately soiled with the odd stain here and there.

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A cursory look at the carpet and you could guess that it will be a fairly low risk… say number 1 on the risk meter. On checking the carpet backing during a pre-clean survey you discover that it is of an Axminster construction. You have been told that it has been cleaned on a prior occasion by another cleaning company, so you decide that a pH test might be in order… the reading comes out at a pH of 10. I would suggest that the number 1 on the risk meter will have moved upwards to nearer the number 3 mark. You notice that the gripper rods are not securely fixed to the floor in places; there is also evidence

that the carpet itself is not secure on the rods either. I reckon I would be nudging the risk meter reading up towards number 4 now. At this point there needs to be a reality check. What are the likely consequences of just going ahead with a normal clean, without taking the above findings into consideration? Also consider possible damage when using spotting chemicals, such as pile burst or lightening of the fibres in the treated area. REMEMBER spotting chemicals will usually be stronger than your everyday cleaning chemicals, so do your tests in an inconspicuous place with them first. 2) You have a three piece suite to clean in an oatmeal coloured Chenille fabric, its four and a half years old and never been cleaned before. “Easy” you say, “I'll just spray it with my usual carpet cleaner, use a spotter for any stains and 'Bob's your Uncle' ”. Definitely a number 1 on the Risk Meter. You do a wet test and a sensitive dye test and… whoops! It's a positive result for some pile burst and colour change. The old risk meter should be zooming up the scale by now, heading for number 4, maybe even a number 5. In each of the two scenarios above the ‘risk’ factor is definitely there. Remember, always take time to assess the situation BEFORE any cleaning process, weigh up the possible consequences of your actions and, if necessary, be prepared to change your method of cleaning or maybe your technique.

Customer advice slip

NCCA Library

To avoid costly disasters, a helpful aid to your everyday cleaning is a customer advice slip. You should ask your client to read through this before you've even got your equipment out of the van. Ask the customer if they understand the importance of the advice provided, or if they need any further clarification, and leave the advice slip with them for their reference. Things to include in the slip would be: ŸTo use caution when walking from a damp

carpet to a hard slippery surface. ŸThe reasons for using protector tabs, and

furniture blocks. ŸA warning not to place seating cushions

directly against radiators to dry, due to heat setting marks, particularly in pile velour fabrics. ŸInstruction not to place seating cushions

back on the suite until fully dry. ŸInformation on how to stand seating cushions in order to air and dry either side of the cushions simultaneously. ŸAdvice on how to facilitate speedy drying

times. ŸA useful spotting guide on the reverse side,

as an incentive to keep the information and, ultimately, your details. ŸA caution to keep off freshly cleaned carpets

until fully dry (wherever possible), particularly with outdoor shoes, to prevent tracking in soiling.

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How to increase your profit... immediately!

ant to know how to increase your profit in your carpet cleaning business IMMEDIATELY? As soon as next week? It's simple... raise your prices! Do it today, right now... by at least 10%. I bet you that your customers won't even notice. I know what you're thinking, if you raise your prices you are going to lose customers. But have you considered what is happening if you're NOT increasing your prices? The answer is that in real terms your prices are going down because of the effects of inflation. So how do you raise your prices? Well, the answer to this is more to do with your mindset than what your customers will actually think. If you're convinced that your customers won't pay more, think again. After all, many, many people buy BMW's and Mercedes when a simple KIA would get from A to B (and probably not much slower). The fact is that in every category of 'something for sale' there is a budget range, a middle range and a very expensive high quality range. The mindset you need to have is that of 'premium pricing' to those who are 'quality seekers'. I've heard from a few carpet cleaners recently who told me how they originally set their prices. They phoned all their competitors and then priced themselves either at the average, or just below... and that's how they get all the work apparently! Does this sound familiar? And what was their minimum charge? Well, I can tell you that it's a third of what I personally charge. Yet they insist that customers will never pay these higher amounts. An increase in price might actually make your customers view you differently... in a positive way.

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David Coker

Robert Cialdini's famous book ‘Influence’ tells the story of a jewellery store who had begun pricing some of their jewellery too high... by mistake! So what was the result of this? Well, interestingly, whereas previously it didn't sell, it now sold out. The items hadn't changed, just peoples' perceptions of it. Price equalled quality in their minds. Before you think your customers will never pay higher prices, think again. You’d be surprised that many will not actually mind and remember that people who are concerned ONLY with price are also often (in my own experience) the ones who: ŸAre slow to pay and expect you to jump through hoops to please them at the same time. ŸWant more than they have paid for. ŸAre quick to complain and ask for a refund. ŸTell their friends how they managed to get you to clean their carpets for such a low price, especially if you gave them a discount (so now their referrals will be ‘price shoppers’ too). Are these really the customers you want? And don’t forget that if you price low, you will have to make up any shortfall in your income by doing MORE WORK. REMEMBER THAT: ŸQuality is more important to most people than price when it actually comes down to it. ŸMost people equate a cheap price with low quality. ŸThe price of your service is based on its value to the customer and has nothing at all to do with your competitors’ prices. ŸIf you charge higher prices you make more money doing LESS WORK. Hmmm. MORE WORK or LESS WORK? Which would YOU rather be doing?

Training - yourself and your staff

raining in your business is very important as it can stop you making expensive mistakes. Your training programme should focus on technical knowledge, approach to work tasks, customer relations and safe systems of work. You should review your own, and your employees (if you have them), training at least every twelve months. It's also a good idea to set up Continual Professional Development (CPD) systems. I have been on over a hundred training courses over the years and have not regretted attending any of them, despite the time, effort and costs involved. Training has provided me with skills superior to some of my competitors and has opened up opportunities that would not have otherwise existed. It has also protected myself and my business. For ten years I ran a large cleaning and restoration company and we had very few accidents; training taught me how to investigate accidents and assess 'near misses' and continually improve performance. Many of my employees were so well trained that they started their own businesses and have gone on to become very successful. Legal requirements If you have employees, you are legally required to train them in safe systems of work. There are times when cleaning carpets can be hazardous, with slips, trips and falls over wet floors or hoses etc. Well trained technicians will know how to limit these risks.

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Steve Scotter

Trained employees Technicians who have been trained will usually have a better attitude toward their work, as they know you have invested in them; these skilled technicians often make a business more profitable. They also know when NOT to undertake work which could result in the risk of a claim against the business. Generally, trained employees are happier and more confident in their employment and have more of a sense of pride and purpose. When things go wrong If things start to go wrong, trained technicians will know what to do. Training records and systems can prove that you have been trying your best to do things safely, and properly, and can help should your business be investigated or have a claim made against it. These records and systems are often a significant mitigation factor in your defence. Planning work Effective planning of work tasks, taking health and safety into account, shows you to be both professional and efficient. Not only does it improve the perceived value of the task but it can often lead to more lucrative jobs. Work providers Companies are now trying to protect themselves from injury and liability claims, so are more likely to employ fully trained technicians. Insurers expect cleaning technicians to be fully competent in their work and a recognised part of work competence is up-to-date training.

Lack of training may lead to: ŸPoor employee morale ŸHigh employee turnover ŸInefficient employees ŸCancelled contracts ŸBad reputation ŸAccidents ŸLoss of business revenue ŸProsecution and fines Business improvement Training should not be just seen as an expense; it should be seen as the way forward to improving your business. If your company only employs fully trained technicians, you should advertise it and this will help you gain more work. Steve Scotter was a carpet cleaner and a member of the National Carpet Cleaners Association for many years. He now works for NCCA Corporate Member, Hydro-Dynamix Ltd, as a NEBOSH qualified Health and Safety Manager.

New NCCA Members Eclipse Deep Clean Greenock, Renfrewshire Spotless Carpet & Upholstery Cleaning Copner, Hampshire Click Clean Cleaning Ltd Saffron Walden, Essex

NCCA Member Benefits Adelante Merchant Services: 01628 820500 BeValued - Home Options (specialist claims management - insurance work): Call Shaun Mulvey on 01323 418432 Control Account PLC: 01527 882901 Hibu (previously Yell) - ask for Corporate Advertising Department: 0808 100 7890

Member referral report Since publishing a referral statistics report in last month's Newslink there have been 78 recommendations for full members provided by the NCCA. This number is made up of 42 referrals from the NCCA office, 32 potential customers contacting members direct through the website and the complete list of NCCA members in Bournemouth (4 in total), which was posted out to a potential customer on request.

HMCA (free legal and counselling helpline): 0117 934 2600 HMCA (medical health cover): 01423 866985 Payatrader: 01296 660177 SiteWizard (website creation): 08450 608860 Thompson Local - ask forCorporate Advertsing Department: 01252 390385 TrustMark (Diversity): 0115 9673767

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Items for sale BUSINESS FOR SALE Small, long-established, reputable NCCA Registered, working carpet, upholstery and soft furnishings cleaning company. Essex based. Owner Operator retiring. To be sold as a complete package only. Mobile HWE and dry cleaning system. Domestic and commercial clients. Genuine interested parties only please to call 07903 497298 and leave details. CLEANING AND RESTORATION MACHINERY EQUIPMENT - ACCESSORIES Dri-Eaz Dehumidifier 1200 - as new (boxed) £450.00. DriEaz Sahara Pro TurboDryer - new (boxed) £150.00. Dri-Eaz Dri X Airchanger Dehumidifier - new (boxed). Normal Price £1900.00. Our Price £500.00. Plus much more. For a complete list please telephone: 07580 182 325 or email: restorationdirect@btinternet.com VACANCY & BUSINESS OPPORTUNITY Experienced full time Carpet and Floor Care Technician required. Own van and equipment an advantage but not essential. Good business incentive package (profit share or buy in). Area coverage M4 corridor from Bristol to London. Apply by email to glynn.norcutt@gnccontractservices.com (with full CV, etc.) or telephone: 01672 871882 or mobile: 07831 172743. EQUIPMENT FOR SALE Mobile container/bin (red) - comes with lid. Heavy duty container on wheels. L55” x W32” x H31”, ideal hose and other carpet clng equipment storage. List price: £199 selling for £75. Whole room drier/air mover. List price: £534 - selling for £99 (no VAT). Contact Chris on: 02380 898 212 or 07970 040729 or email:mncrostance@googlemail.com BUSINESS FOR SALE Small long-established reputable NCCA registered working business, specialising carpet, upholstery and hard floor cleaning. Northumberland based owner/operator retiring. To be sold as a complete package only. Sign written 55 plate Iveco Daily van with fitted Prochem Blazer Truck Mount. High pressure and extraction hose reels complete with hoses, including wands, hard floor surface spinner 3 turbo dryers fans, 4 dehumidifiers, MMs Plus, Sebo vac and duo, Rotary scrubber, plus lots of other equipment and chemicals. Plus a fully SEO website. Genuine interested parties only please. Call 01670 787185. EQUIPMENT FOR SALE Whole room downdraft dryer from Power Flite. Versatile air mover - multiple positions. Hardly used. Was: £325. Accept: £150. Victor Sprite 12" Rotory Machine. Used once. Was £855 - Accept £450. Collect from Coventry. Tel 02476 620444.

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EQUIPMENT FOR SALE We are selling due to ill health (package includes everything you would need to start your own carpet & upholstery cleaning business):- CARPET/UPHOLSTERY CLEANING KIT, including: Prochem steam pro plus portable carpet cleaning machine with new 120psi fitted pump, Prochem Heat & Run (hardly used), Prochem swan neck twin jet wand, Prochem hand tool for stairs & upholstery, 2 x 25ft high pressure vac pipe, Sebo upright vac, Sebo duo, 1 x large high pressure pump spray (for pre spray application), 1 x small high pressure pump spray (for fabric protector application), 2 x 10ltr buckets - red & white (clean & soiled water), grooming brush (pile brush), various Prochem carpet/upholstery cleaning chemicals (mixture of new & used), various white terry towel cloths for spotting/upholstery, floor protection sheet. Will sell for £2250 ono for a quick sale. Please contact Andrew on 07730203008 (Cardiff based) - only genuine enquires please. OFFICE PRINTER/COPIER Duplo DP-2211 Single colour A3 or A4 duplicator. Full working order, any fair trial. Ideal for low cost Flyers. Some consumables. PC Interface, prints direct from P.C. or printed copy - £250.00 o.n.o. For further Information Contact gary@amazingcleaning.co.uk or call 0116 2672720. Based in Leicester. EQUIPMENT FOR SALE Prochem 250 ft vacuum hoses for truck mount - £150.00. Chemspec hose reel for truck mount plastic - £200. Prochem sadle tank for truckmount 227 litre/60 gallons £250.00. Contact aquadriinfo@btconnect.com for further information or contact Andy on: 07970 544806. TRUCKMOUNT Banclene truckmount complete with base unit, stainless steel 80 gallon recovery tank, 100 gallon solution tank, 150 feet of vaccuum/solution hoses, floor, stair and various upholstery hand tools, inline heater and misc parts etc. The van has been sold separately. Selling due to retirement and will consider the highest offer. Call Derek at Aquamaster on 01845 537640 - mobile 07976 218304 or email: derek@aquamaster-yorkshire.co.uk BUSINESS FOR SALE Small, well established carpet, hard floor and upholstery cleaning business (London and Kent borders). Package includes: 57 plate Vauxhall Vivaro LWB Van with 53k miles on the clock, Prochem Blazer GT Truck Mount machine with only 270hrs on the clock, established interactive website (which had SEO programme last year), chemicals, turbo drier, 250 feet of solution and suction hose and van mounted hose reels, together with a property maintenance company name, website and promotional materials. Contact telephone number 020 8309 6517. Sale price: £18,000 O.N.O.

NCCA Corporate Members WHOLE ROOM DRYER 360 degrees air mover, ex company stock used for 18 months only (Truvox) - Cost new: £500. Selling cost: £150. Contact: 02380 898212. EQUIPMENT FOR SALE - IDEAL FOR NEW BUSINESS Everything you need to start carpet cleaning, including: Ashbys Ninja adjustable up to 400psi with Dry Cleaning Functionality built in, 2 x25m vacuum hoses, 1 x silencer hose, 1 x wand, 1 x upholstery tool, 1 x dry cleaning solvent tool. Sebo Duo agitator. Sebo Vacuum BS36. 1.5hp blower dryer. Truvox high speed buffer. Prochem Stain Removal kit. 2 x 6 litres pressure sprayers. 1 x 1 litre upholstery/spot sprayer. 1 x vinyl mat for Ninja and 1 terrapaulin sheet. Huge array of chemicals including: Prochem Power Burst, Defoamer, Prochem Pre Spray Gold, Prochem Natural Carpet Cleaner, Ashby's supreme Anti Grease, Prochem Browning prescription, Prochem Fabric and Fibre Rinse, Ashby's Extra Fresh, Prochem Odour Fresh. Box of other bits including: shoe covers, brushes, polystyrene pads, measuring jugs, dry compound. All in excellent condition. Selling as my second business is consuming all of my time. Selling for £1950. Contact Richard on 07903 841534. MACHINERY AND EQUIPMENT 3 Ozone plates 4'' x 6'' to fit Jetazone 600 ozone generator - £15.00 for the 3, plus £5.00 p & p. Please phone Pete Collins on 07885 804560. MACHINERY FOR SALE CFR Paramount 1000 PSI machine - delivering 1000 pressure per square inch. 95 litre recycling tank, great for commercial and domestic work £600.00 o.n.o. Contact davidkendall40@aol.com for further information or phone David on 07768 667824 or 01277 824546.

+ Allied Insurance Services Ltd: 0844 8156211 (I) + Alltec Network: 01763 208222 (C/M/F/T) + Amtech UK: 01444 232211 (C/M) + Ashby's Cleaning Equipment: 01322 227806 (C/M/E) + Asset Finance Solutions UK Ltd: 01254 584404 (FI) + Bio Productions Ltd (inc. Stapro): 01444 244000 (C) + Camberford Law (insurance brokers): 0208 315 5000 (I) + Chemdry Franchising Ltd: 01482 872770 (C/M/Fr) + Chemspec Europe Ltd: 01274 597333 (C/M/T/D/F) + Cleanerswarehouse Ltd: 01772 434333 (T/C/R/M) + Cleaning Systems UK: 01334 656787 (C/M/T/F) + Cleansmart Ltd: 0115 8240034 (T/C/R/M/K) + Cleantec Innovation Ltd: 0870 733 7733 (T/C/W/M) + Columbus Cleaning Machines Ltd: 01772 426527 (M) + Dri-Eaz Products Ltd: 01908 611211 (C/M/T) + Dry Fusion UK Ltd: 01772 433711 (C/M/T/W/Fr) + Get Booked Up Software: 01405 813665 + Gleaming Insurance (insurance brokers): 0845 4740068 (I) + Hi-Tec Cleaning Group: 02866 341416 (C/E/F/M/T) + Host Von Schrader Ltd: 0151 347 1900 (M/C) + Hydro Dynamix: 01622 664993 (Fr)T) + Mailboxes Etc: 01628 633336 + McGregor Lloyd (insurance brokers): 0121 706 0616 (I) + NSL Restormate: 01670 590099: (M/C/Tr) + Nu Life Stone Care Ltd: 0161 480 7284 (M/C) + Oates Laboratories (Europe): 01772 433711 (C) + Prochem Europe Ltd: 0208 974 1515 (C/F/M/T) + Rainbow International: 01623 422488 (M/C/Fr) + Restoration Express: 01252 726106 (M/C/T/A)

The Association advises that all goods are checked to be in a satisfactory condition, and comply to electrical and health and safety standards, etc. It is recommended that equipment serial numbers should be checked to ensure the seller is the legitimate owner. The Association accepts no responsibility or liability arising from any transaction or dispute between the buyer and seller.

+ Robert Saunders Marketing Mentor: 08450 537129 (K) + Sebo UK Ltd: 01494 465533 (M) + ServiceMaster Ltd: 0116 275 9000 (M/C/Fr) + Stainshield Ltd: 01372 841467 (C) + Textile Cleaning Solutions: 01934 521155 (M/C) + The Big Clean: 0208 3934778 (M,C,W,K) + The Ultimate Floor Sanding Co.: 00353 91846488 (M/C/Fr) + The WoolSafe Organisation: 01943 850817 + Truvox International Ltd: 02380 702200 (M) + Worldwide Cleaning Support: 01279 422220 (C/M)

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C - Chemicals / M - Machinery / W - Wholesalers / Fr - Franchises / I - Insurance / K - Marketing / T - Technical Services / F - Fire Retardents / A - Auxiliary Services (Restoration Cleaners) / E Supply/Repair of Curtains and Blinds / Fi - Finance / Tr - Training.

Going Going - Gone! BEFORE

Say e dby o g o ains! t to s

AFTER

Dye Gone offers a unique new package and application device to remove the severest of dye stains including: coffee, tea, wine, hair dyes, paints, candle colours etc. No need to mix - just spray - wait and the stain is gone.* *pre-test carefully and rinse out after stain is removed with cold water.

Call in for a coffee with us at the Amsterdam Interclean, stand 02-419C (close to front door)

MAY 2014

Chemspec Europe, Tong Park, Otley Road, Baildon, West Yorkshire, BD17 7QD. Tel: 01274 597333 Fax: 01274 597444 E-mail: info@chemspec-europe.com Website: www.chemspec-europe.com