newslink
ncca
December 2010/January 2011
The official journal of the National Carpet Cleaners Association
Features:
Common Defects in Carpets Cleaning Linen Carpets and Rugs
Contents
Published monthly by:
03 From the editor
The National Carpet Cleaners Association
05 Chemspec Europe to supply complete range of Nu-Life stone care products 06 The Cleaning Show 2011 08 Stoneman’s Corner 10 Carpet rippling 12 One-2-One 14 The history of Kilims 16 Use your cleaning knowledge to inspire customer confidence 18 Common defects in carpets 21 Cleaning linen carpets and rugs 22 Why should I use your company? 24 Customer quotations 25 Phone frustrations 25 Health and Safety course 26 The brewing and ‘Burtonisation’ of beer 29 Consumer PR activity review 29 Cleaning Systems UK - Sandy Pearson retires 30 How is your website performing? 31 IICRC elect executive committee 31 All in a day’s work 32 Watchdog mediation is required
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.
62c London Road, Oadby, Leicestershire, LE2 5DH Tel: 0116 271 9550 Fax: 0116 271 9588 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk Editor Nikki Law Editor in Chief Keith Robertson Design Editor Nikki Law CEO/Finance and Admin Director Nick Johnston Company Secretary/ Technical Director Paul Pearce Training Director Pawlo Woloszyn Marketing Director Keith Robertson Member Liaison Director Glyn Charnock Associate Liaison Director Denise Pitt Events Director Nigel Lay
©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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From the editor
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t will have been a busy few weeks for anyone who undertakes flood restoration as an additional service to their existing business. The freezing weather has caused pipes to freeze in many homes across Britain. Freezing water can cause pipes to expand and split, not Nikki Law something the homeowner notices until they thaw out again; we certainly didn't! In fact we were out at work when our pipes obviously started to warm up. It was our neighbour who first realised something was amiss when she noticed water trickling down her wall. We arrived home to find our bathroom and sitting room drenched and the bathroom ceiling falling down! Luckily we were insured. A flood restoration company were drafted in the next day to assess the damage and supply the necessary dehumidifiers. When they turned up the guy in charge started to shake his head and when I asked him if he’d done many of these jobs recently he said “this is the fourteenth one today!” He then walked into our obviously soaked sitting room with a moisture metre to take a reading and shouted back through to the lounge “it’s very wet”. He told us to remove all our possessions from the room, leaving just the furniture. Once this was done he and his colleague speedily removed the water damaged furniture, bashing the gloss work on the door frames on the way (unfortunately this is not something the insurance will cover us for) and then hurled it out into the garden in a big heap (all we need now is a shopping trolley and a burned out car)! After installing one dehumidifier in the bathroom (the sitting room needs asbestos testing) they departed. The furniture is still in the garden a week later, and the house is still an almighty mess. My advice to everyone this winter would be that if your pipes freeze make sure you switch off your water before leaving the house, and if you don’t already undertake flood restoration then you might want to consider it, it could prove to be quite lucrative for your business. On a different note the staff and Directors here at the NCCA would like to wish all members a very happy Christmas and a merry New Year. Please note that the office will be closing on 24th December and will re-open on the 4th January.
NCCA member referral results Since publishing a referral statistics report in last month's Newslink there have been 240 recommendations for full members provided by the NCCA. This number is made up of 114 referrals from the NCCA office, 115 potential customers contacting members direct through the website and 11 referrals to members without an email address, which we have tracked using the office database. If you have not yet supplied us with an email address, but would like to receive notification when your details have been given out, please contact the NCCA office on: 0116 271 9550. page 3
©Photograph: Nu-Life
Chemspec Europe to supply complete range of Nu-Life stone care products
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same passion and hemspec Left: Mike Philbin, Nu-Life Stone Care business ethics as we do Europe are to Right: Richard Sudall, Chemspec Europe at Nu-Life and we're supply the looking forward to complete range of low providing all Chemspec odour Stone Distributors and Restoration Products customers with ‘Handsmanufactured by NuOn’ training courses to Life Stone Care. discover just how easy Mike Philbin (Nu-Life and profitable it is to Director) explained… expand their businesses “We are absolutely into stone floor delighted that restoration” Chemspec Europe has Richard Sudall, Managing Director of Chemspec shown great faith in our products and we are Europe said, “I'm thrilled to be partnering with Nuprivileged to be associated with such a well Life Stonecare, they like our wood products, we like respected company, which has proven over many their stone products, it's that simple. I'm certain our years to be market leaders in the floor restoration customers will benefit from the knowledge and industry” experience that Nu-Life bring”. “The Directors and staff at Chemspec show the
The Cleaning Show 2011 - don’t miss it!
©Photograph: Quartz Publishing and Exhibitions
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he organisers of The Cleaning Show, being staged at Birmingham's NEC on 1-3 March 2011, are looking forward to the most feature-packed event ever. Martin Scott, exhibition sales director, said: “The Cleaning Show is the UK's only major event where companies can market, sell and promote their products and services to an international audience and the 2011 event will have more to offer than ever before. Each year the show gets bigger and better, attracting thousands of visitors keen to see all that's new in the cleaning sector. 2011 will see a strong continuation of this trend.” The Cleaning Show is organised every two years on behalf of the cleaning industry by BCCE Ltd, a company jointly owned by the British Cleaning Council and Quartz Publishing & Exhibitions Ltd, publisher of C&M. Feature-packed The Cleaning Show Innovation Awards have continued to grow in stature, taking a further step forward in 2009 with a new judging process undertaken by industry experts. This year the organisers are further developing and improving the scheme. Neil Nixon, chair of the judging panel, said: “One of the limiting factors previously for the Innovation Awards was the small number of categories. To better reflect the diversity of products within the cleaning sector, we will be doubling the number of categories in 2011 whilst maintaining our commitment to judge all the finalists on site during the first day of the Cleaning Show. The judging panel - which comprises recognised experts from all sectors of the cleaning industry - will be expanded to manage the anticipated increase in applications.”
Visitors to the Cleaning Show are increasingly looking for environmentally friendly products and this year the organisers are seeking to help them in their search by creating the Green Zone. The Green Zone will comprise a number of products from different companies, all developed to promote environmentally sensitive cleaning practices. Each exhibit will also be featured in an adjacent, free-toenter, seminar programme. The previous event's exit survey highlighted 'green' products as a major area of interest for visitors, the Green Zone has been designed to meet the requirements of modern product and equipment specifiers, purchasers and users. Exhibitor appeal The Cleaning Show is only five months away and in excess of one hundred and fifty companies have already confirmed their attendance as exhibitors. The last two months have seen a sudden surge in bookings, but there are still a few spaces left. Don't miss out on the cleaning industry's unmissable event - contact Martin Scott to secure your place. Visitor passes The most efficient way to guarantee your attendance at The Cleaning Show 2011 is to register in advance for your free exhibition pass. This can be done online at www.cleaningshow.co.uk simply by clicking the 'register now' button and completing your details. Your badge will be prepared in advance to avoid queuing at the event. For further details on The Cleaning Show 2011 please contact Martin Scott on: 01895 454438 Email: martinscott@quartzltd.com www.cleaningshow.co.uk page 6
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Keith Robertson
Stoneman’s Corner When is it appropriate to acid clean tile and grout?
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hose of us who clean or restore ceramic or porcelain floors will have come across situations where the usual neutral or alkaline cleaners are not as effective as we would like, and fail to thoroughly clean the tile or grout we are working on. In that situation you might well want to consider testing an acid cleaner. I expect that most of us periodically use an acid cleaner to remove stubborn stains or discolouration from grout lines as the acid assists by removing a tiny layer of the grout. Acid cleaning product can also be used to remove soap scum, mineral deposits, hard water deposits, urine stains, efflorescence and rust. If you are not getting a good cleaning result it may be that the tile has been contaminated by any one of these. Before you rush in with an acid cleaner, make sure you have checked that the tiles are manmade
ceramic or porcelain and not a natural calcite stone like limestone or travertine. Remember too, that there are reconstituted tiles made from powdered natural stone which an acid will very likely damage. Do carry out a test to ensure an acid cleaner will work before liberally coating a large area. Also, make sure that before you apply an acid cleaning agent you carefully protect any surfaces which may get damaged by splashes or spillage, paying particular attention to anything metal, not forgetting that stainless steel doesn't stay stainless if you drip acid on it. Most acid cleaners can be used at a variety of dilutions anywhere between one part cleaner to one part water for heavy duty cleaning, right up to one part cleaner to sixteen parts water, if only lighter cleaning is required. Some manufacturers of specialised cleaners make both pH 1 and pH 2 page 8
products. In most cases the pH 2 product will be sufficient but it is worth keeping the higher pH product in reserve just in case it is the one that is needed. Acids should never be mixed with other cleaning agents as in some cases a poisonous gas can be produced. It is preferable and may also be safer to purchase and use products that are specifically made for tile and stone cleaning rather than from a laboratory supplier. It always looks more professional to apply the solution with a pump-up or electric sprayer unless you are using a truck mount, when you could choose to use an in-line high pressure adjustable sprayer instead. Allow sufficient dwell time for the cleaning solution to become effective and cut into the soil, and then agitate with a long-handled grout brush to loosen. If you are equipped with high pressure cleaning equipment, a spinner along with warm or hot water can be used to clean the surface of the tiles. Other tools are available for working in confined spaces, along edges or on walls and countertops. It is as well to remember that the cleaning process of a spinner is quite aggressive, and so on a sensitive, easy to damage surface a specialised hard floor rinse extraction tool will be safer and therefore more appropriate. The alternative might well be to use a single disc standard speed rotary with a suitable brush. After the cleaning is completed, it is important to neutralise by applying an appropriate product and rinsing the tiles. Once again apply and allow a few minutes contact time before removing the solution. In most cases we will want to advise customers of the benefit of protecting the grout lines with an impregnating protector. This can be carried out once the surface is completely dry. If you are using a water based product an air mover might be used to accelerate the drying, but in the case of some quarry, terracotta or Victorian tiles, if you are sealing the tiles as well as the grout with a solvent based product it is vitally important that the tile and grout are completely dry. You may want to plan to leave the floor overnight before sealing.
There are some tiles which over decades have either become sufficiently porous for soil to become deep seated or, in the case of some safety tiles, have a rough surface where the final cleaning result, regardless of the products and methods, is less successful than you would have liked. Whenever there is a doubt as to the degree of cleanability, testing prior to taking the job on is so important. Do not ever overpromise simply on the basis that you think you can produce an acceptable result. Although not guaranteed to resolve all cleaning problems, acid cleaning agents are certainly another useful and needed tool in your cleaning kit, and in many cases really do help.
New NCCA Members FULL MEMBERS Pennywise Cleaners Ltd (Sheffield, South Yorkshire) The Xtractor (Highbridge, Somerset) Cleantech (Limerick, Eire) Mavis Russell Cleaning Ltd (Ross-on Wye, Herefordshire) H20 Cleaning Specialists Ltd (Dumfermline, Fife) F C S (FriendlyCarpetcleaning Services) (Aviemore, Inverness) Careful Clean (Bromham, Bedfordshire) Axholme Cleaning Services (Scunthorpe, Lincolnshire) Cleaner Finish Cleaning Services (Wembley, Middlesex) M D Carpet and Upholstery Cleaning (Padstow, Cornwall) ASSOCIATE MEMBERS Vitec Global Portsmouth, Hampshire
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ŠRippling image - David Zack
Carpet rippling
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Paul Pearce
am sure that those of you who clean carpets on a regular basis will have come across the problem of rippling carpets, or at least you will at some point during your career. I know I have, many times. In fact one day I was looking at some carpets that I was cleaning and was about to explain to the client that they were rippling when my phone rang. On the other end was another carpet cleaner who had called me for advice on a technical problem. What was the problem? It was carpet rippling! That's how common it is. At this point though, I did have to look around to make sure that I wasn't on Candid Camera. Some of you might not be old enough to remember the programme where they used to set people up for a fall and film them for the world to see. I explained to the caller that I was in the midst of a similar problem and that I was going to explain to my client that this sometimes happens during cleaning but that I will go back within a couple of hours, as the carpet dries, to assess the situation. I said that he should do the same and then give his client a call in the morning just to make sure that
everything is OK. Of course it was and he called me afterwards to let me know. Ripples can appear on carpeting installed over underlay. To understand why this happens, you will need to know a bit more about the installation process. First of all gripper is fixed to the sub-floor around the outside of the room close to the skirting boards. Next, the underlay is laid. The carpet is stretched over the gripper along one wall, then stretched and attached over the gripper on the opposite wall. This is carried out all around the room. If ripples appear on carpeting just from day to day use, then the reason may be attributed to the thickness of the underlay (too thick), or to improper stretching when first installed. If the thickness of the underlay raises the carpet too much above the level of the gripper, the carpet can slip off. The detached carpets tension is lost and, eventually, ripples appear. One can avoid this problem by selecting an underlay that is no thicker than the gripper. It could also be that the carpet was not laid tightly enough during the installation and possibly page 10
had not been acclimatised to the environment it's being placed in. Carpets should be opened out in the installation area for at least twenty four hours prior to fitting taking place so that it can take on the climate of the room and relax prior to stretching in. Sadly the implement that most carpet fitters use is a knee kicker to stretch out the carpet, which in my opinion isn't adequate for the job. A power stretcher should be used, mainly because you can get a better leverage or tightness, which is what is needed to install the carpet properly. The stability of your average backing makes it virtually impossible to stretch carpet properly with a knee-kicker in a standard size room. In this instance, the use of a knee-kicker is more to position the carpet than to stretch it. However, in small areas like WC’s, where a power stretcher cannot be used, the knee-kicker is used as a stretching tool. I have another theory of why rippling happens and it relates to the fact that the only carpets I have seen ripple during cleaning are tufted ones and they are the ones with a polypropylene primary. Some moisture from the cleaning process - or even protection when applied to these carpets - will be
absorbed by the fibres; the rest will go past that and onto the primary backing fabric. Now this is a tough, tightly woven piece of fabric which doesn't let water through too easily, so it lays there causing some expansion, or stretching, for some time before it wicks back up (evaporates) through the fibres. This causes rippling of the carpet, or expansion, because the water has nowhere to go. It won't last long and the quicker you start the drying process the quicker the ripples will go. That's why you should not worry and explain to your client that it is quite normal for this to happen. I'd like to point out that you won't see it on all tufted carpets because some manufacturers will use different gauge webbing, or even a fibreglass primary, which will absorb the moisture, or at least allow it into the adhesive that holds everything together. One final thing is, if the ripples are there before you start then you must point it out to your client because it's likely they would have been caused by the installation, or traffic wear and tear, possibly due to moving heavy objects or perhaps a wheelchair back and forth.
Rippling can be caused by improper stretching during the installation process page 11
One-2-One
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Derek Bolton and Peter Collins
his month we are introducing a new concept where we relay the contents of a specially formulated telephone conversation between two of our members. The format, in which questions are asked and answered, allows the communication of extensive technical knowledge from two of our industry experts. In this issue Peter Collins and Derek Bolton discuss carpet protection. Pete: Hi Derek‌ a quick question. In which areas would you test to see if a protector product had been applied? Derek: On carpets, I would look at testing areas where there has been little foot traffic such as the edge of a room or under items of furniture. With fabrics, tests should be carried out in the non-body contact areas. I would be placing a small droplet of
water gently on the surface and if the protector's levels are OK, it should sit there for about ten seconds before starting to penetrate. Pete: So if I wanted to apply a protector what would I look for in assessing which product to use on fibres or fabrics i.e. water or solvent based? Derek: Obviously you need to determine what the majority fibres are in each case, most protectors are water based these days as it is frowned upon to be spraying solvent based products in the home. We don't have a mobile spray booth to meet Health and Safety requirements; at least I haven't. We should also know the pH value of the product, especially with upholstery fabrics, so we don’t go upsetting the delicate chemical balance of some of the pH sensitive fabrics out there. In the past I have used a solvent based protector, which has absolutely no pH value on sensitive fabrics. page 12
Pete: How long should the protected items be left to cure after treatment? Derek: The first thing is to read the product labels as curing times are different with each individual product. Most curing times are around the twentyfour hour mark but I have known some at forty-eight hours and one a few years ago at two weeks. Remember with water based products we have a drying time AND a curing time, the drying time is the time it takes the water carrier to evaporate leaving the protector to then cure. It is important to warn the client to prevent children, pets or even adults from allowing their bare skin to come into contact with the treated items whilst the curing process is taking place… to do so may cause an allergic reaction to the skin. Pete: How do you get around to explaining to the client about curing times? Derek: I always use the varnishing woodwork story, you can touch varnish after about two hours but it takes twenty-four hours to really harden or cure. Pete: So when would you not apply a protector? Derek: Polypropylene is the only fibre that will not accept a protector being applied as it has no absorbency to take up the liquid. The rule of thumb is that if a product is 50% Polypropylene or above, it shouldn't be treated. Pete: Will a protection treatment affect a fire retardant? Derek: No, a fire retardant treatment should not be affected by the application of a protector. Pete: What about spraying equipment, nozzle sizes, etc? Derek: Again the instructions should be consulted for this information as application rates differ from product to product. A precise spray pattern should be adhered to and you can practice this by spraying a measured area on your patio at home. Do use water for this exercise and not product otherwise it can prove to be expensive. Pete: Do you brush in the protector after treatment? Derek: Yes Pete, always. This ensures an even treatment and makes sure it has penetrated the fibres to give optimum protection. The procedure
also takes out marks on the carpet where you have walked and finger marks on fabrics where you have handled it. Failure to do so may leave the marks in the substrate which could prove difficult to remove later. I like to use a bristle carpet groom or upholstery nap brush, rather than the plastic equivalents, as they don't leave unsightly lines. Pete: Do you ever guarantee your work, or offer to return to remove a stain if something is spilt? Derek: Personally, a definite No! I was involved with carrying out Warranty work for many years and saw first-hand how people mistreat their soft furnishings with such a guarantee in place. My feelings are that they will take far more care without the guarantee, I do offer verbal support over the phone, but if I have to visit then I make a charge.... my buzz is to watch their faces when a stain is easily removed on an item I have protected. I do know some cleaners offer a free stain removal service of sorts, but I am afraid it's not for me. Pete: Do you have any dos or don'ts in applying protection treatments? Derek: Yes Pete, I wish all cleaners applying a protector would read labels correctly and make sure that they put down the correct amount for the area to be treated, it doesn't always happen I'm afraid. Protectors have been given a bad name over the years and this is more often than not down to bad application or even worse NO application. Some of the worst offenders have been the retailers who get involved with spraying protector. Also, a cleaning technician should have a designated spray for protection to prevent cross contamination with other chemicals. Remember when cleaning that a chemical used during a cleaning process with a pH of ten or above will remove a protector. Make sure that you put the precise amount of protector on a given area of carpet or piece of furniture as instructed by the product supplier. Got to go now Pete, ‘the Governor’ has my tea ready, speak to you soon. Cheers page 13
The history of Kilims
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Peter Collins
Kilim is a flat woven rug, typically made from coarse fibres. The pattern is usually the same on both sides so it can be turned over when one side gets soiled. It is known by a number of different names. In Afganistan it is known as a Kilim, however in the Ukraine it is known as a Palas, in the Caucas a Liat, in Syria and Lebanon a Chilim and in Iran a Gelim. The origin of these traditional flat weave handmade rugs is unclear, although much evidence points strongly toward the East. It was likely that Kilims were originally made for farmers, nomads or migrants who wanted a carpeted tent and warm bedding in the colder seasons. Wool is the primary material used to make these rugs. Some Kilims are made entirely from wool
where it is used for both warps and wefts, but often they are made with wool as the weft material and cotton for the warp. The popularity of wool is due to its inherent qualities. It is supple, durable, handles easily when spun or woven, readily takes on dyes and, most important, is in plentiful supply in Kilim-making regions. Cotton is commonly used for warps because of its high strength and plentiful supply. Also, because it keeps its shape well in use and retains its natural whiteness with age. By the 6th Century Anatolian (the Asian part of Turkey) civilization had developed Kilim weaving into a thriving trade, introducing new styles and richer colours as evermore plant and animal sources page 14
were discovered to create the natural dyes used. Kilim weaving was developed substantially between the 7th and 18th Centuries. Seljuk, Ottoman, Mongol, Safavid, Mamluk and the Barbarians of North Africa were supporters of this art. One of the oldest examples of carpet
is the weft warping Kilim which is thought to have been woven in the Ottoman period. In the past, Kilim weaving played an important part in a women's life. Many brides were expected to learn this craft as an extra source of income. However, the craft changed dramatically over the centuries and by the end of the 19th century many Kilims were being produced in factories and chemical, rather than natural, dyes were used. Today, we are able to produce Kilims with speed and efficiency, but personally I still have a soft spot for the original traditionally produced Kilims of yesteryear.
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Use your cleaning knowledge to inspire customer confidence Matt Barber (Chem-Dry Technical Trainer)
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nstilling customer confidence in you and your services is crucial when trusted to clean a customer's carpet, rug or soft furnishing. All professionals know that carpet and upholstery cleaning is a technical skill that requires in-depth knowledge and experience. By sharing your technical expertise you demonstrate your cleaning capability which in turn gives your customer invaluable peace of mind that they will receive a first class, professional service. In this article I have used rug cleaning as an example to illustrate how the most basic of procedures can help to deliver an expert service that builds up customer confidence. Similar measures will translate to any service you offer.
Offsite cleaning Explain the benefits of an offsite rug clean so that the customer can rest assured their rug is in good hands. For example: ! A spacious, specialised facility for a thorough clean ! Ability to inspect colour fastness ! Other items not to be cleaned, such as carpet and hard floors, will not be unnecessarily dampened, as they may do with an onsite clean. page 16
The pre-clean inspection Before taking the rug to be cleaned, note down any pre-clean observations such as pet urine, wear, colour fading and insect damage and bring them to the customer's attention. Photographs may also be necessary. By taking the time to inspect the rug, both you and your customer are made aware of its pre-clean condition which will help to diagnose the attention needed for maximum cleaning results. Item identification Talk the customer through your rug identification process to determine whether the rug is hand knotted or factory produced. For instance: ! Identify fibre type (wool, cotton, silk, nylon etc) ! Identify construction styles ! Observe the back of the rug (does it have a backing?) ! Look at the fringes - are they stitched on or woven from the backing? Explain that by identifying the above you can decide on the safest and most effective cleaning
and drying process. For example: ! Submergible cleans ! Surface only cleans ! Drying upside down to stop colour bleeding to the tips Returning the finished item Finish your service the same way you started it by presenting the cleaned rug in a professional manner. Wrap and label the rug to denote a cared for service while offsite. On receipt, your customer will be satisfied with their dry, clean and freshsmelling rug and the confidence you have built up over the course of your service becomes cemented. Never underestimate the value of your technical carpet cleaning knowledge. When you next visit a new customer, educate them and demonstrate your expertise to build up customer confidence in your carpet cleaning abilities. Once you have their trust, you can guarantee you'll be called to assist with their next clean.
ŠPhotograph: Brintons Carpets
Common defects in carpets
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arpets are generally subjected to the various detrimental effects of usage, atmospheric conditions and accidents. Unsatisfactory cleaning, poor floor surface conditions and certain fitting practices may create other problems. In this article, I set out to assist in identification. However, in general, I will leave appropriate remedial treatments to technical training courses. Soiling and Staining Because most of these effects manifest themselves in some form of soiling, the carpet cleaner needs to be able to identify them and know how to correct, or improve, on the condition.
Cecil Aigin (Honorary member)
Other defects may only become apparent following the cleaning process. This is a further reason for an NCCA member to be forearmed with a broad knowledge of adverse carpet conditions. Needless to say, the most common undesirable conditions are those of staining, discoloration and colour migration and because these may be disguised by overall soiling, pre-inspection is essential. Areas of pile distortion and staining should be clearly detailed on a pre-inspection report and brought to a clients notice prior to cleaning. Atmospheric conditions both within and outside the area may create higher and more specific levels page 18
of soiling. The most common of these are soil (or filtration) lines at doorways and at edges, caused by the passage of air through the pile surface. Air flow through the carpet surface close to edges may also manifest itself as clusters of small black dots where air passes through puncture holes caused by the pins of a carpet stretcher. Atmospheric soiling of this nature will be more prevalent in older properties where there are wide gaps between skirting boards, floor surfaces and spaces between floorboards. Carpets installed in properties close to busy main roads will be subjected to higher degrees of atmospheric soiling than those installed in rural areas. In all cases of stain removal, every effort should be made not to cause further damage to the carpet fibre and structure. Certain contaminations and previous treatments may have caused a breakdown of backing fibres, (i.e. battery acid and bleaches), and even careful processing may make matters worse. Ascertain the function of commercial sites where
carpets may have been subjected to contamination caused by the transfer of soil, both adhering and particular, from factory and office floor areas. Structure A thorough prior inspection of the structure of the carpet is essential. Carpets, particularly in old installations, may exhibit 'rucking' or 'fullness'. This condition may be the result of a general relaxation in the carpet subsequent to fitting. Re-stretching should be carried out by a fitter prior to cleaning. In tufted carpets, 'fullness' may be the result of a breakdown in the adhesion between the primary and secondary carpet backings. The seams may also exhibit delamination. In general, delamination is irreversible and will frequently be exacerbated by a cleaning process. Carpets containing a foam backing may have deteriorated with age and possibly been subjected to over wetting. Under these circumstances, the foam may have broken down and become 'powdery' and brittle. Cleaning and powerful vacuuming cause Continued on next page
Continued from previous page handle, (not fingers), and check to see if there is a 'hollowness' under the edge of the carpet. This may vibration and will frequently result in a further reveal inadequate fixing. collapse of the foam. In certain installations Installation Bad installations can cause problems with the carpet later on the carpet may have Pre-inspection should pulled back from the include the security of the edges and be carpet fixings. However, inadequately secured by an apparently secure the grippers. carpet may not be all it Should there be any seems to be. In certain reason to doubt the cases wood block security of the fixings, reflooring, to which the fitting of the carpet grippers are fixed, may should be carried out not be securely fixed to prior to a cleaning the floor surface. process. Similarly, grippers that are The list of defects masonry nailed to a included in this article is by no means exhaustive. cement floor may lift when the floor surface has However, it does deal with the most common crumbled around the fixings. adverse conditions and, hopefully, will assist in Inspect the security of the fixing by carefully identifying and overcoming the difficulties that may tugging at the carpet edges. Beware of the gripper be encountered by a carpet cleaner. spikes. Press down over the grippers with a tool
Paul Pearce
Cleaning Linen carpets and rugs
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magine you are called into a customer's home and they have wall-to-wall linen carpets, which are covered in red wine, food spills and vomit. What would you do? This type of carpeting is very popular and is expensive, so be very careful. I find that most clients that have this type of carpet will tell you beforehand what it is. Oh, and by the way, just because the carpet is linen and expensive doesn't mean that they aren’t subject to the same spillages as any other carpet, it may be that the wine is a little better quality that's all! If you perform a burn test to assess the fibre, it will burn and smell like paper. Remember it is absorbent and responds very well to dyeing. Many of the stains will benefit from a wet extract, which will ensure safe removal or at least rinsing of the bacteria. Vomit can be tackled with a protein digester followed by a rinse extract. Wine can be removed with diluted acetic acid and a rinse out. If you were very careful you could rinse extract the remainder of the carpet afterwards, but be
warned, linen carpets don't respond well to wet extraction. If you don't want to take any risks then clean the rest of the carpet with a dry or low moisture cleaning method. If you do undertake to clean the carpet using a wet extraction method then you must ensure to brush the pile afterwards to ensure uniformity and restore aesthetic appearance. You may also find that the carpet will be a little stiff once fully dry and I therefore advise my clients that vacuuming will reduce this effect. Or you could go back the following day and carry this out as part of the service. A problem you may encounter is colour loss if your customer has already tried to remove the stains using a product from a retail outlet, but not told you. You probably don't want to have to recolour the carpet, so you must always check with the customer first and stress that colour loss may occur as a result. If this is the case, rinse all areas first and do not guarantee to remove all the stains. page 21
Why should I use your company?
©Woman on phone - Andy Newson: www.FreeDigitalPhotos.net
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n the September 2010 issue of this journal I related my experience with a carpet cleaner who just wanted more people to phone him. But you may recall that he was giving prospects no good reason to call him instead of his competitors. In other words, he had no 'Unique Selling Proposition' as it's called. Or as I sometimes prefer to call it a 'Unique Buying Advantage.' It's very difficult for carpet cleaners to have an objective look at their own businesses and see what the customer sees. So I thought it would be helpful to consider myself as the prospect for a change. Here's my recent experience trying to find an optician for an eye test: Now my perception of an eye test is very similar to my prospective clients' view of carpet cleaning. ie: it's all the same. So I wondered why I should choose one optician over another? I thought the best thing to do is to ask them. So I visited three of my local opticians, asked about their charges and then the all-important
David Coker
question “Why should I come to you rather than another company?” The answers I received were nothing short of amazing! Here's the gist of them. While reading this, think of what's going through the mind of someone calling you to ask about your service. Here are the three questions I asked each of the companies offering eye tests. Your prospects are also thinking these questions even if they don't ask them. ! Are all eye tests (carpet cleaners) the same? ! Why should I use you? ! Do you do anything that others don't do? Here are the answers: Optician 1. Cost £27.50. Why should I use you? “You should use us because we're great” (yes that really was their answer!). They went on to explain that other opticians' eye tests lasted “five minutes” and that “we are more thorough blah blah blah.” Optician 2. Cost £20 In answer to the question: “Why should I use you?” I was told “I don't know what the page 22
opticians do” and unbelievably “some of our opticians are better and more thorough” The young lady then asked me what glasses I might be interested in before even knowing if I needed them. Prescription BEFORE the diagnosis! I was finally given the helpful advice that I'm sure would have her employer cringing... “It's your choice where you go”. Hardly a selling proposition let alone unique. Optician 3. Cost £25 plus £20 for a Retinal Scan Why should I choose you? ”We're like an independent grocer compared to Tesco” (I didn't think it appropriate to tell her I happen to like Tesco, but still NO compelling reason to choose her). But at last…a difference…“We charge £20 for a retinal scan but it's larger than our competitors so you can see more detail” she said. She then handed me a leaflet from the reception desk but realised it was out of date. So she continued “Our test is more extensive, we spend longer...” Now which of these would you have chosen, maybe the lowest price? After all, they're all the same aren't they? Should I choose the one who provided a retinal scan? Is that really important? Remember a confused mind always says “no”. And that's what I've said up until today “no”. I've done nothing about my eye test even though I'm what a salesman would call a 'hot prospect'. No-one can give me a good reason to choose them above the others. And remember, fear of making a mistake will put many people off making a decision. Lesson for us: Make sure you are able to give prospects a compelling reason to discriminate in your favour. Most of the opticians simply said that they were “more thorough” but weren't able to quantify that statement. There must be a specific reason to choose you, not just “good service” or “we're more thorough.” You must also be different from all your competitors. So list everything you do differently. Make sure it's important to the marketplace (in other words customers really do want it). And then put it into your sales pitch, on your web-site, business card and everything that your prospective customer sees.
Diary Dates 2010 NCCA COURSES Carpet and Upholstery Cleaning 21st - 22nd January 25th - 26th March 17th - 18th June 16th - 17th September 25th - 26th November Health and Safety For The Carpet and Upholstery Cleaner 17th March 16th June 15th September 17th November Spot and Stain Removal 18th March 18th November Hard Floor Cleaning Leather Cleaning and Restoration 2011 dates and venues to be announced NCCA courses held at NSPCC Training Centre, Leicester unless otherwise Stated. Visit: www.ncca.co.uk for booking forms And further details. IICRC COURSES (SURREY) Held at National Flood School, Farnham, Surrey. Tel: 01252 821185 Courses and dates for 2011 to be announced IICRC COURSES (BUCKS) Held at Dri-Eaz Products Ltd, Newport Pagnell, Buckinghamshire. Tel: 0800 542 9609 Courses and dates for 2011 to be announced IICRC COURSES (HERTS) Held at Alltec Network, Royston, Hertfordshire. Tel: 01763 208222 Courses and dates for 2011 to be announced Visit: www.iicrc.co.uk for further details on IICRC Training Courses page 23
Customer quotations
©Small photograph - Office Photo Library
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Paul Pearce
hat is usually the first question a potential client asks you when they make contact? That's right “How much will it be to....?” Maybe the reason they do this is because they don't know what else to ask. I've had my fair share of clients wanting prices over the phone and I would be telling a fib if I told you I never did this, but I promise you it is rare. One thing to remember is that it is very difficult to be accurate over the phone as there are too many factors involved. OK, sometimes you'll get it right, but not that often. So, how do you deal with this situation in order to move on and be accepted to do the work? Well, if it's upholstery you could start by asking what material it is made from. You can also ask how old it is, what the degree of soiling is, what colour/s it is, if it has been cleaned before and if it has been protected. I know that all these questions can be answered over the phone, but I dispute how accurately this can be done. You will also need to know if the upholstery is placed on a wooden or laminate floor, if there is room to move around when
cleaning and where the cushions will go when they are cleaned. If you are running truck mounts you are going to want to know that you can get close to the site with your van and so on. By asking these questions the client suddenly starts to think “Hey maybe I do need someone to actually come round to do the quote after all, and of course it won't cost me anything so I might as well”. I would like to share with you two experiences which demonstrate why it is so difficult to quote over the phone. The first involves a lady who insisted on a price over the phone for cleaning two settees. I went through my spiel, and as I found I couldn't quote her any figure between £40 and £500 over the phone she admitted that it was necessary for me to visit the property to do the quote. I turned up and found that I was justified in wanting to see the items. The upholstery in question was covered with an off-white stitch bonded cotton fabric and was situated in the den, occupied by two teenage children doing GCSE's. The whole room was littered with papers, a couple of laptops, printers and the remains of the previous night's pizza party. The page 24
settees were, in my personal opinion, trashed and in need of restoration. However, I could see what needed doing, gave my price for cleaning and protection and so the job was mine. The second was slightly different; because there was so much that needed doing it didn't take much to convince the client that a survey was needed. I carried out the measuring and proceeded to explain the process, including how long I would be in the house. The lady then turned round and said “What
Phone frustrations
if I pay you a set price for working from 8.30am to 5pm and then I could maybe get something else done, which is how my decorator does it?� Now, she didn't mention tea breaks or a lunch hour so I declined. I hasten to add I did get the job at my price, which worked out to be more than her daily rate. Both of the above quotes were done on the same day and were on private estates. I don't really think that money was a problem for either client; they just didn't know what else to ask.
James Taylor (m426)
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an anyone help with a problem I am having with my phone messages? I rely on my answer phone for taking messages, but there seems to be a problem with people calling from mobile phones. Part of the message is often missing, including the contact number, as though a full signal is not being picked up. I have had the
same person ringing me back, saying they have already called before, and again I am unable to hear a complete message and cannot phone them back. I don't get this problem when people call from land lines, only mobiles. Has anyone else experienced this problem? Or does anyone know how to solve it?
The new Health & Safety Course for Carpet and Upholstery Cleaners First one to be held on the 17th March 2011 (please see diary dates on page 23 for further courses) Members only - ÂŁ115 + VAT / To be held in Leicester (venue to be confirmed) Health & Safety laws apply to all businesses no matter how small, even the self employed. The laws are there to prevent people from being harmed at work and providing a satisfactory working environment. They are also there to protect the public from workplace dangers. This course will take delegates through several policy and assessment documents, which are all on Microsoft Word templates and can be completed as required. Paul Pearce, the course tutor will walk you through step by step procedures to create your own documents. Many of these can be completed during the course, so if you have them please bring your own laptops. You will be able to leave the course having started to implement your
company's health & safety policy. The topics to be covered include: ! The Law ! Manual Handling, ! Lone Working ! Emergency Plans & Reporting Accidents ! Work Environment Guidelines ! Slips & Trips ! First Aid Guidelines ! The importance of Training & Induction ! Risk Assessment (inc template on CD) ! Method Statement (inc template on CD) ! Health & Safety Policy (inc template on CD) ! COSHH Assessment (inc template on CD) ! 10 Health & Safety PDF documents on the CD
Book now to avoid disappointment page 25
©Photograph - Francesco Marino: www.FreeDigitalPhotos.net
The brewing and ‘Burtonisation’ of beer Peter Collins
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n the November issue of Newslink I provided an insight into the properties of water. As it's nearly Christmas this instalment is, by contrast, a light-hearted read with no thinking required. We'll go back to the serious stuff in February, so sit back, relax, pour yourself your favourite tipple and give your brain a well-earned rest. This month I have covered the subject of a common water-based product, which I'm sure will be enjoyed by many this Christmas… beer. People have been enjoying beer for a very long time. Five thousand year old recipes - produced by the Sumerians, who lived in what we now know as Iraq - have been found, however, archaeological evidence from Africa and China suggests that forms of brewing existed long before the Sumerians recorded it. The ancient Egyptians also held beer in high regard and felt it significant enough to be buried
with the Pharaohs and used as an offering to the gods. They flavoured their brew with herbs and spices and thought of it as a medicine. The ancient Egyptian methods of brewing still exist today in the production of a beer they call Bouza. Once the cultivation of grains became established, the brewing of beer spread to Europe. It proved popular with tribes in the north and west, where grains grew well. Beer became part of their culture and was integrated into religious ceremonies, a central feature of their way of life. In Norse mythology, warriors who died in battle went to Valhalla (a heavenly place) where apparently they were entitled to drink as much beer as they wanted. Centuries later, the importance of beer had not waned. Water in villages and towns was often tainted by human and animal waste. Population growth and industrial processes had also led to the page 26
also quick to realise that after a while they could get up and go about their daily business, but if water was drunk they might still fall over and go to sleep, but then never wake up again; that's how polluted the water was in those days! In the middle-ages brewing was seen as a woman's work, except in monasteries, where the monks brewed beer for themselves, their pilgrim visitors and insured a regular income from the excess beer they brewed for outside sources. As a point of interest, monks were allowed to drink a daily allowance of five quarts of beer (ten pints!), so I can only imagine that they were very happy and contented in their work and slept soundly. In Europe today some monasteries have a multi million pound turnover in brewing beer, wine and whisky. Two significant landmarks in production were the introduction of hops and the invention of bottom fermentation. In Europe hops were known to have been grown as early as the 8th century and it is assumed that they were added to the brew,
however it was another seven hundred years before hops were widely used in England. Hops add bitterness and aroma and, just as crucially, act as a preservative. English ale (beer brewed without hops) is sweeter and stronger than beer and in days gone by was flavoured with herbs and spices. The brewing process is a simple chemical reaction, however without caution, hygiene and temperature control it can be easily ruined. If too cold the brewing process will not start or may stall, too warm and the results can be explosive. Bavarian monks developed a process using bottom fermentation. Brewing took place in cool cellars, which slowed the fermentation process and caused the ingredients to sink to the bottom of the vessel. This was only possible if particular strains of yeast that worked when lower temperatures were used. The process took longer to produce the brew and it also had to be stored for longer as well, but using this method, it was less likely to fail. So what were
these monks brewing? The German word for it was larerung; to us it's known as lager. Using the lager method did not produce the clear, light coloured lagers of today; this was developed in the 19th century in a Czech town called Pilsen. The use of a particular type of maize and very soft water which did not leach out the colour, were the vital ingredients with which this process was perfected. Around the same time Czech glass makers mass produced drinking glasses, which enabled the drinkers to see the clarity of the brew. Continued on next page page 27
ŠPhotograph - George Stojkovic: www.FreeDigitalPhotos.net
pollution of rivers and wells. In medieval England beer was safer to drink than water and was seen as a wholesome, healthy drink, as during the brewing process its alcoholic content had a sterilising effect on the water. Beer was drunk by the old and young alike. People soon began to notice that if enough beer was consumed, eventually they fell over, went to sleep and when they woke up, probably had a headache and felt terrible. However, people were
tasting version. The clean, crisp, bitter flavour brewed by Allsopp in Burton became very popular and by 1888 there were thirty one breweries in the town supplying demand for Burton beer. Later, a chemist analysed the waters of Burton upon Trent and identified the calcium sulphate content as being responsible for accenting the hop bitterness in Burton beer. The characteristic whiff of sulphur, indicating the presence of sulphate ions, became known as the ‘Burton snatch’. Continued from previous page Beer contains approximately 90% water. Historically a correlation was observed between the water composition of an area and the type of beer that region could best brew, so its importance to the final beer quality cannot be overestimated. Water falling as rain, hail, sleet or snow is pure but dissolves gasses such as oxygen and carbon dioxide from the atmosphere. On reaching the ground the water runs off into rivers, streams and lakes, plus in some cases to reservoirs. The composition of the water in reservoirs is dependent upon the nature of the catchment area. In areas where the rocks are hard, the water will not penetrate deeply and will be soft, that is low in dissolved salts. In areas where the rocks are more permeable, containing gypsum or limestone, water will penetrate readily, dissolve many minerals on its way to the reservoirs and become hard. The water supplied by local Water Authorities is required to be 'potable' - that is fit to drink and free from pathogenic organisms. In order to reduce microbiological counts chlorine will usually be added, but the water is not sterile. Fortunately however the micro organisms found in water are not beer spoilage organisms, being unable to survive the conditions of high ethanol and hop resin levels and low pH found in beers. In the early 19th century, beer was being successfully brewed in London. In 1822, the same method of production was copied by the Burton upon Trent brewer Samuel Allsopp. His brewing, however, strangely resulted in a more 'hoppy'
Many companies began to add sulphate to the water used for brewing to bring out the flavour of the hops and create a similar taste. This process became known as the 'Burtonisation' of beer. As a point of interest, the meaning of 'gone for a Burton' was originally coined when a worker went missing or was absent from work and was found down the pub sampling the local brew. Today the meaning has been corrupted and is applied to someone who is lost, missing or has died. Today in Burton upon Trent you can visit The National Brewery Centre, which includes the former Bass Museum and Visitor Attraction and now has been re-opened as The Brewing Experience. There are a number of attractions, from a tour of the brewery, a brewery tap bar, top class restaurant and evening and weekend entertainment. It's really interesting and definitely worth a visit if you are in the area. May I wish you all, NCCA Directors, Members, Associates, and last but not least, the Office Team and their families a very happy Christmas and a healthy and prosperous new year. page 28
Consumer PR activity review Ceris Burns International
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e are pleased to advise that after much time and effort the NCCA have made some valuable contacts in the consumer press including women's publications, house and home magazines, and lifestyle magazines. The NCCA have now been added to the contacts for many magazines for their 'Ask the Experts' and 'Readers Questions' in relation to carpet, floor and upholstery cleaning. These magazines include Woman's Weekly and Self Build and Design. We also have some profile features coming up in the future. One NCCA member was contacted by Good Housekeeping and they have kept her details and advised us that they will be featuring her in a future issue. In the meantime short press releases are regularly issued to the consumer press. These are nonpromotional but offer valuable advice and include details of why you should use an NCCA member. Editors, feature editors and editorial assistants are
contacted on a regular basis and have information sent to them each month for their use in any relevant feature articles. Currently we are working to get a leading magazine involved with a feature regarding antique carpet cleaning offering specialist expert advice. Alongside this we will be running a competition for a day trip ticket to a historical attraction where an NCCA member cleans. We will also try and get coverage in regional magazines and if anyone would like to contribute in any way we recommend that you contact us directly. The NCCA continues to have a regular presence in the trade press with an upcoming feature in Tomorrow's Cleaning and a regular column in Cleaning Matters Magazine. Please do not hesitate to contact us if you would like to get involved or if you have a relevant story that you think would be of interest to the consumer press.
Cleaning Systems UK - Sandy Pearson retires
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ith effect from Friday December 3rd 2010 Sandy Pearson will move aside from the day to day running of Cleaning Systems UK (CSUK) and Absolute Floorcare. Sandy has been reducing his input over the last eighteen months, handing over responsibilities to Jamie Pearson, Craig Manson and Graham Pearson, who will begin to take things forward. He leaves a company with a strong base, which has gained a good reputation and has been able, over the years, to solve many problems related to the refurbishment, care and maintenance of carpet, fabrics and floors. They report that there are exciting times ahead with the introduction of new procedures such as flooring anti-slip treatments, coloured polyurethane coatings for resilient, diamond technology on marble and stone floors and the increase in capability of
commercial cleaning machinery. Cleaning Systems UK and Absolute Floorcare intend to stay at the forefront of technical innovation. Sandy will still retain an interest and of course be available to assist with any questions and queries. Hill-walking, horticulture, holidays and sports venues with his grandchildren, will take up more of his time and he looks forward to substituting different sorts of challenges to the ones he has been accustomed to over the last forty five years or so. Sandy would like to thank those who have supported him over the past years including a number of NCCA members. page 29
ŠImage - jscreationzs: www.FreeDigitalPhotos.net
How is your website performing?
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nce a business sets up a website it is rarely monitored to see if it is working effectively. However, knowing the footprints of the visitors to your website is invaluable information. It can ensure a good website evolves into a great website and reaches its full potential. Google analytics There are many traffic statistic tools on the internet. One which has become increasingly popular is 'Google Analytics'. This is a free tool which you can simply set up by creating a Google account. Google Analytics gives you a fantastic insight into where your traffic comes from and their pathway through your site. One of the many tools it boasts is knowing how long your customers have spent on each page and the 'bounce rate'. This helps you analyse effectively how well each page is being received by your customers, therefore allowing you to tweak each page to be more appealing and perform better. Any good web design company should be conversant with Google Analytics, be able to assess the
SiteWizard
statistics it creates and then advise you on how to make use of these results. Setting up a google account When setting up a Google account a small amount of 'code' will be generated at the end of the set up which will need to be passed to your website designer. Your designer will add this to the back of your site. It takes twenty four hours for the account to start gathering data. To set up Google Analytics accounts please visit: www.google.com/analytics. Ecommerce websites If you run an ecommerce site (buying online) Google Analytics will help you find out which products are viewed the most. If they are regularly viewed but not bought, your web designer can help you analyse the reason for this. You can also track sale conversions if you run Ad campaigns. Its capacity to help you discover what may be preventing your customers from buying is a must. Having statistics gathering data from your shop will help it grow and, most importantly, generate more sales. page 30
IICRC elects executive committee IICRC Chairman Paul Pearce elected for another term
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he Institute of Inspection, Cleaning and Restoration Certification (IICRC) held its semi-annual Board of Directors meeting this October in Las Vegas. At the meetings, the Board of Directors elected the 2010-2011 Executive Committee. Paul Pearce, former IICRC president and the current chairman, was re-elected to serve another year for the organisation. “I'm humbled and honoured to be elected for another year to serve the organisation,” said Mr Pearce. “It's a very exciting time for the IICRC, with multiple initiatives on the horizon. I'm very much looking forward to working again with our outstanding board and Executive Committee as we continue to help drive the industry forward.” Other officers elected include: Darrell Paulson, Vice President; Mike Reed, Vice President; Rosemary Schooley, Secretary; Ed Hobbs Treasurer; David Jones, International Vice President; and, Barry Costa, Certification Council Chair. Dan Mabesoone, owner of Master Care Corporation in
All in a day’s work
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Norwich, Connecticut, was elected to serve as a member at large for the Board of Directors, along with current at large directors Dr. Al Luedtke, Cindy (Sayre) Boland, Patrick Moffitt, Barry Costa and David Jones. Additionally, the current twelve directors were re-elected to their positions. In addition to electing new officers, the Board of Directors also reviewed the proposed strategic plan for the IICRC and approved a plan for the organisation moving forward. “The plan will serve as an overarching guide that will help lead us to where we want to be. The IICRC has grown tremendously during the past thirty eight years and will continue to do so. The plan outlines goals for various functions of the IICRC that we will continually return to as new efforts are launched to make sure we are on the right path,” said Paul Pearce.
(Ray Austin - member 1179)
n the 11th of November we were cleaning some carpets. At about 10.55 am we decided that we would switch off the truck mount as we did not want to be creating noise when the Armistice Day 'two minute silence' was taking place. After a couple of minutes we saw a small bird fly past. It flew straight into the closed window of the house we were cleaning and promptly fell to the ground. We rushed over and saw that it was a little Robin and it had obviously hit the window with force because it didn't seem to be moving. I picked the tiny bird up off the ground and it just lay on its back in my hand
completely still. I thought it might be dead but I wasn't sure. We put it in a plastic box, creating a suitable air vent, and left it there to see if it would recover. We checked it regularly and were pleased to see that it was alive and seemed to be recuperating nicely. We were eventually able to release it and it flew off, seemingly completely recovered. It brought home to us that we were fussing over a small bird and at the same time many years ago soldiers from both sides were dying in the First World War, having said that we were glad to have been there to help its recovery. page 31
Watchdog mediation is required
Phil McCabe (FPB)
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arpet cleaning businesses should shop around for the best utilities deals in order to combat the tough economic climate - or risk facing a nasty surprise at the hands of unscrupulous brokers. The Forum of Private Business is warning that many small firms are being mis-sold costly gas and electricity contracts, and are often tied in to rollover arrangements with little or no warning, leaving them with inflated bills. From January 2011, rollover contracts will be limited to one year for micro businesses. However, companies employing more than ten staff will not be protected by the change. The Forum has also learned that some energy companies regularly impose backdated bills on small businesses, often for tens of thousands of pounds, following meter errors and other mistakes that are not the fault of the commercial customer. In a bid to rectify the situation, the Forum has joined forces with the Utilities Intermediaries Association (UIA), which has a code of practice for brokers and runs a redress scheme. Unfortunately, not all of them enlist. Both the Forum and the UIA have attended various meetings with the utilities regulator Ofgem and the representatives from the Department of Energy and Climate Change (DEC). They have also written to Ofgem urging it to investigate utilities companies alleged breaches of supply licence condition (SLC) 7A covering micro businesses as well as SLC 25, which covers energy providers' sales and marketing activities for domestic customers.
Concerned that Ofgem has little power to prevent 'doorstep' mis-selling via verbal contracts, in particular, both organisations are calling for the practice to be banned. However, following concerns about its effectiveness, Ofgem is one of the quangos being reviewed as part of the coalition government's efficiency drive. In addition, the watchdog that deals with business complaints involving energy companies, Consumer Focus, is being scrapped leaving small firms with little protection against the various activities of utilities companies. The news is particularly disappointing given that Consumer Focus - which also oversees postal complaints - is itself a watered down replacement for the dedicated Energy Watch service, which was closed down last year. Indeed, speaking in the press recently an Ofgem spokesperson admitted the organisation has no direct powers over energy brokers, while still pledging to monitor the situation and take action where needed. However, according to a study carried out last page 32
year by the not-for-profit organiation, which represents small businesses across the UK, 60% of respondents want a dedicated watchdog to mediate between small businesses and utilities providers. The Forum, which believes that the protection offered to domestic customers should also be offered to small businesses, also wants the Government to ensure suppliers provide evidence that they are passing on any reductions in wholesale costs to their customers within a reasonable time period. It is also urging ministers to consider how switching to alternative providers can be made easier and more user-friendly. This would improve competitiveness in the market and will enable small firms to save money in the current economic climate. The Forum's advisor on utilities, Colin Beake, of Utility Options, advised busy business owners to be vigilant for letters in the post informing them they are being rolled over and make themselves aware of when their contracts end. Failure to reply is most often deemed as a business being complicit. Mr Beake said: “The first thing business owners should do is contact their utilities suppliers to find out whether they are under contract. If the answer is yes, they should also find out when it ends and how much notice needs to be given to cancel the agreement.” He added: “Of course, this will depend upon the individual supplier. It is inconsistent and these companies seem to make up their own rules. Some demand one hundred and twenty days, or four months, others less. It's about time that the whole thing was overhauled to give small businesses better protection.” As part of the Forum's Purchasing Director solution, Utility Options provides firms with the best prices and comprehensive support, guidance and reassurance on utilities without the hassle of having to shop around themselves. For more information call 0845 612 6266 or visit www.fpb.org.
Items for sale BUSINESS FOR SALE Carpet and Upholstery cleaning services business for sale, established in 2001. Package includes Renault Master van (2006) with bespoke fittings for chemical storage. Premium interactive website with online survey/quotation facility which can be viewed at www.spotlesscleaningservices.com The domain names www.spotlesscleaningproducts and also www.spotlessnetwork domain names included, and online shop facility. Steempro 2000 with all extras, Sebo Vacuum cleaner, karcher hot water extraction stainbuster, orbis cyclical cleaner, chemicals, etc. Leather restoration kit. Regular customer base. Reason for sale: Allergy to chemical products. Sale price £20,000 O.N.O. Tel: 0141 941 2510. Email: spotless@ntlworld.com
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.
BUSINESS FOR SALE URGENT SALE! Due to the owners moving away! Carpet, upholstery and stone floor cleaning company 50% OFF the valued price to the first person who offers the sale price of only £75K. Fully Automated business system in place. Full training and consultation will be provided, if needed, for a limited time only. Contact Andrew Sacker on: 07711 454402 or email: andy@GoldenProdigy.com
LEATHER CLEANING AND RESTORATION EQUIPMENT AND CLEANING SOLUTIONS: 10 aniline leather dyes, each 250ml. Leather grain copier. Oiled aniline leather protector. Several specialised leather cleaning and stain removal solutions. Instructions and applications supplied. (Phone/email for details of above) Airbrush propellant and spray gun. All free preferably to someone who is experienced in leather cleaning and restoration. Just postage to pay. Email: steve@121serviceclean.co.uk Phone: 01626 830121 or 0797 121 2720
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.
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NCCA Associate Members NCCA Shop The NCCA has a number of items to order by members. Below are some of the more popular items purchased. For a full list of merchandise please visit the website on: www.ncca.co.uk. Orders may be placed online, or you can contact the NCCA office on: 0116 271 9550. + PAS86 Code of Practice £40.00 each + Carpet Care Survey Forms (Pad of 100) £19.50 each or £50 for 3 + NCCA Lapel Pin Badge £3.00 each + Large NCCA Van Sticker (21x7 inches approx) Pack of 2 for £17.63 + Small NCCA Van/Machine Sticker (12x3 inches approx) £2.50 each + Promotional Leaflet 10p each (under 500), 8.5p each (500 and over)
+ Alltec Network: 01763 208222 (C/M/F/T) + Amtech UK: 0845 130 4755 (C/M) + Ashby's Cleaning Equipment: 01322 227806 (C/M/E) + Bio Productions Ltd (inc. Stapro): 01444 244000 (C) + Camberford Law: 0208 315 5000 (I) + Chemdry UK: 01482 872770 (C/M/Fr) + Chemspec Europe Ltd: 01274 597333 (C/M/T/D/F) + Cleanerswarehouse Ltd: 01772 434333 (T/C/R/M) + Cleaning Support Ltd: 0844 8482371 (C/M/W) + 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) + Dri-Eaz: 01908 611211 (C/M/T) + Dry Fusion UK Ltd: 01772 433711 (C/M/T/W/Fr) + Forum of Private Business: 01565 634467
+ NCCA Tie £12.93 each
+ Hi-Tec Cleaning Group: 02866 341416 (C/E/F/M/T)
All prices include VAT and Postage and packaging. A receipt invoice will be sent by the office. Please allow 21 days for delivery. Goods will not be sent until payment is received.
+ Homeserve at Home: 0870 320 3333
+ Host Von Schrader Ltd: 0151 347 1900 (M/C) + Hydro Dynamix: 01622 664993 (Fr) + LTT Leathercare: 01423 881027 (T) + McGregor Lloyd (insurance brokers): 0121 706 0616 (I) + Nilfisk Advance Ltd: 01284 763163 (M) + Nu Life Stone Care Ltd: 0161 480 7284 (M/C)
NCCA Member Benefits
+ Prochem Europe Ltd: 0208 974 1515 (C/F/M/T)
+ Amicus Legal Ltd (free legal helpline): 01206 366500
+ Rainbow International: 01623 422488 (M/C/Fr)
+ SiteWizard (website creation) 08450 608860
+ ServiceMaster Ltd: 0116 275 9000 (M/C/Fr)
+ EMJ Management Ltd (workwear clothing and accessories): 02392 434650 + Brian James (Marketing Consultant): 08450 608860
+ Restoration Express: 01252 726106 (M/C/T/A) + Sebo UK Ltd: 01494 465533 (M) + Stainshield Ltd: 01372 841467 (C) + Textile Cleaning Solutions: 01934 521155 (M/C) + The Big Clean: 0208 3934778 (M,C,W,K)
+ Thompson Local (Ask for Corporate Advertsing Department) 01252 390385
+ Truvox International Ltd: 02380 702200 (M)
+ Yellow Pages (Ask for Corporate Advertising Department) 0808 100 7890
+ Woodbridge Comercial Ltd: 01279 422220 (C/M)
+ Adalante Merchant Services 01628 820500
+ Vitec Global: 02392 666053 (C)
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