newslink
ncca
December 2012/January 2013
The official journal of the National Carpet Cleaners Association
Features:
Quality Assurance Forewarned is Forearmed
Contents 03 From the editor From the President 06 Stoneman’s corner 09 The correct insurance Failure to communicate Christmas brings out the candles 10 Forewarned is forearmed 13 Control Account - let us clean up your debts 14 Mohawk SmartStrand carpets 16 Dear Santa 18 The Cleaning Show 2013 20 Quality Assurance 22 Online customer communication and etiquette 24 Payatrader.com shortlisted for 2013 Cards and Payments awards Grow your sales with cards this Christmas 25 The principle of inverse appointment time 26 Health and Safety in 2013 27 Stand up and be counted TrustMark update 28 Health and Safety - another reason
Published monthly by: 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 Nikki Law Editor in Chief Keith Robertson Design Editor Nikki Law President/Technical Director Paul Pearce Vice President/Marketing Director Keith Robertson Vice President/Events Director Nigel Lay Member Liaison Director Glyn Charnock Assistant Membership Director Martin Johns Franchise Liaison Director Denise Pitt Corporate Liaison Director Rob Whitbread Training Director Christian Ramsey www.facebook.com/NCCAFloorCare www.twitter.com/NCCA_floorcare_
to get it right
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.
©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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ocuments for 2013/2014 renewals will be sent on April 1st 2013 and due for payment in full by May 1st 2013. The Articles of Association state: “Any Member wishing to resign from the Company shall give 60 clear days notice of his intended resignation in writing to the Secretary and at the expiry of such notice shall cease to be a member, but in default of giving such notice, at least 60 clear days before the expiry of the current year, such member shall be liable to pay the subscription for the ensuing year�. If you do not wish to renew your membership for the coming year, notice must be put in writing to the Company Secretary before the 31st January. This item is legally enforceable. If you are experiencing difficulties or considering not renewing your membership please contact us. We never like to hear that a member has decided they no longer plan to be part of the NCCA, and we would like to work with you to do all we can to assist. There is an option to split the annual subscription fee over four months using your credit/debit card on a recurring payment scheme,
From the President
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should you be interested. Details can be obtained from the NCCA office. Another requirement of your renewal is proof of insurance. Nicky Law This year, we will again be accepting Public Liability schedules that clearly state that they include either Treatment Risk or Products Liability. Please make sure you send all the correct required documentation along with your payment, this will aid in the swift processing of your renewal. In addition this year we will be asking all members to sign a Health and Safety Declaration which will be included with the renewal documents, this will also need to be signed and returned. Important Notice: All members who have not yet completed a full year of membership will still be receiving a subscription invoice sent on April 1st. The fee will have been reduced in respect of how long you have been a member. Payment of this invoice will bring your renewal in line with the rest of the membership and your renewal year will run from April to April from then on.
Paul Pearce
t's that time of year when we try and make everyone happy, especially clients and customers. That's right, I said clients AND customers, because for me they are two separate entities. My 'clients' are those that I have looked after throughout the years and 'customers' are those that are looking for a clean during the holiday period, although obviously my aim is for customers to eventually become my clients. The conversion from one to the other depends largely on our ability to complete work to a high standard, something which is unlikely to happen if we are rushed off our feet because we have taken
on every job thrown at us. Now, obviously we need to earn money to feed the family, pay the bills and buy those all-important Christmas presents, but rushing around like a headless chicken is a recipe for disaster. This year I think I have come across more cleaning blunders than ever before. For example, missing (or not removing) stains, carpets taking ages to dry, wicking stains and even shrinkage. Now I hasten to add that none of these disasters were mine but those of fellow carpet cleaners, and not Continued on next page Page 3
Continued from previous page
necessarily members of the NCCA. I have visited homes in recent weeks with all the aforementioned problems. Luckily none of the people who had experienced these issues were complaining. In fact all of them assumed that these were just hazards of the job and were simply keen to ensure that the problems were rectified. Although most of the cleaners involved in these situations had been unable to redress the problems that occurred, fortunately for me all of them had kept the lines of communication open with their customers. This paved the way for easy discussion when I was called in to assess the situation and I am pleased to say that in all but one case I was able to resolve the issues. If the technicians had taken more time to complete the task in hand in the first place, these problems could have been avoided. Many of us want to squeeze in as much work as possible at this time of year, for all sorts of reasons, but we need to take into account that peoples' soft
furnishings are often prized processions. Our clients put their trust in us and expect us to undertake their work with care and expertise. They don't want items ruined just because we are rushing through a job. Everyone needs to take a break in order to recharge batteries, especially near Christmas when things become hectic. Many demands are made on our time, but our partners usually know what's best for us when they tell us to slow down a bit, relax and take some time out. So don't miss out on that family gathering or that holiday meal with a friend, as it's a really good way to re-charge energy and regular time out will ensure that your workload is more sensibly paced. Slow down and you'll avoid costly or embarrassing mistakes and then hopefully by this time next year, this year's 'customers' will be on their way to becoming your 'clients' instead. I'd like to take this opportunity to wish all NCCA members, staff and Directors a happy holiday and a prosperous New Year.
Diary Dates 2013 NEW NCCA MEMBERS FULL MEMBERS Cleaning Magic (Ferndown, Dorset) Saddleworth Carpet Cleaners (Oldham, Greater Manchester) New Forest Carpet Clean (New Milton, Hampshire) Pristine Pro (Wirral, Merseyside) Saints Cleaning & Property Management (Bristol, Avon)
NCCA COURSES Carpet & Upholstery Cleaning 18th - 19th January 22nd - 23rd March 24th - 25th May 5th - 6th July 27th - 28th September 22nd -23rd November Spot & Stain Removal 22nd February 21st June 25th October Carpet Cleaners Carnival 14th September (Wicksteed Park, Northamptonshire) NCCA courses held at NSPCC Training Centre, Leicester unless otherwise stated. Visit: www.ncca.co.uk for booking forms and further details. THE CLEANING SHOW 19th - 21st March (Birmingham NEC) IICRC COURSES (SURREY) Water Damage Restoration Technician 29th - 31st January with Adam Jankowski Fire & Smoke Restoration Technician 12th - 13th February with Adam Jankowski Held at National Flood School, Surrey. Tel: 01252 821185 IICRC COURSES (NR CAMBRIDGE) Carpet Cleaning Technician 19th - 20th February with Paul Pearce Upholstery & Fabric Cleaning Technician 5th - 6th March with Paul Pearce
To All Members from The Staff And Directors of The NCCA
Held at Eastby Services, Nr Cambridge. Tel: 01763 208222 Visit: www.iicrc.co.uk for further details on IICRC Training Courses
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Keith Robertson
Stoneman’s Corner The cleaning and care of Igneous stone
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hose of you who have attended the IICRC Stone and Tile Maintenance course will remember that the first thing we focused on was that there are three types of natural stone, Igneous, Sedimentary and Metamorphic. We also learned that there are two main types of Igneous rock: Extrusive (hot magma from inside the Earth flows out onto the surface as lava, or explodes violently into the atmosphere to fall back as rock), such as Granite or Basalt and Intrusive (magma that cools and solidifies within the crust of a planet), such as Serpentine, Pumice and Obsidian. Igneous rock is very appropriately named because it is derived from the Latin word 'igneous' (meaning 'of fire') which in turn is from 'ignis' (fire), describing perfectly the magma from which Igneous rock is created. The mineral most found (around 70%) in Granite is a silica, such as Mica. All too often most coarsegrained igneous material is described as being Granite, when in fact there are over seven hundred
different types of Igneous rock. It is no wonder that there is such a variety of stone because there are about four thousand natural minerals many of which can be found, in varying proportions, in each type of stone. Much of the Igneous stone marketed and sold as Granite is in fact not 'true' Granite. It is not unusual for the term 'Granite' to be applied to any Igneous rock with large crystals, and not (correctly) to only those with a true granitic composition. So, for example, some of the dark grey to black stone sold is not Granite but Diorite or Gabbro. However fortunately for us, as natural floor care technicians, Granite and other similar Igneous stone responds to the same cleaning and care. The word Granite comes from the Latin word 'granum' which means 'a grain'. Most of us understand that Granite is a hard crystalline stone and, as such, is a mix of a number of materials viewed as the essentials. Petrologists tell us that the main ones are Quartz, Feldspars, Pyroxines, Olivines, page 6
Amphiboles (hornblende) and Micas. The general colour of most Granite is grey because of the Mica content, but the colour is sometimes affected by proportions of different mineral content so, for example, a certain amount of Alkali Feldspar will create a pink colour whereas other Feldspars (rock forming minerals) can generate colours from blue to green or white. Of course, nothing lasts forever and that is true even for Granite. Eventually, the elements will attack and fracture the stone until it is broken down into small chunks. These will weaken and crumble to become gravel, sand and eventually most likely will end up as silt and clay or silica sand. Although the different types of Igneous stone, which are near-relatives of Granite, are of importance to Geologists or Petrologists it is less important that we, as cleaning and care technicians, spend the considerable time that would be required to learn all the different names and characteristics. Nevertheless, it never hurts to learn some of the basics. For example, Basalt is a fine-grained Extrusive Igneous stone, because in the process of its formation it has been pushed out of the earth and has solidified relatively quickly. Basalt itself, as
well as being a building material, is favoured for sculpting statues, makes long lasting cobbles and can be turned into stone wool which is used for insulation. On the other hand Gabbro can be polished to a brilliant black lustre and so it is highly likely that a black floor tile is not Granite but Gabbro. Understandably, it is also used for kitchen counter tops and gravestones as it is an ideal material to use wherever there will be considerable wear or weathering. Even if you never learn the individual properties of Basalt, Gabbro, Rhyolite, Syenite, Diorite, Andesite, Komatiite, Peridotite, Gneiss, Schist or any other Igneous stone, the very fact that you understand that there are these different types can be valuable. If you accept Michael Gerber's - the writer of 'The EMyth' - view of the importance of 'The Story' you may find this information useful to relay to your client when making your initial survey. The number of companies offering stone restoration services is growing, so with more competition out there it becomes even more important to be recognised as 'the expert'. Fortunately for stone care technicians, Granite Continued on next page
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Continued from previous page floors clean well using a rotary machine and a synthetic brush or pad. However Granite is not the easiest stone to grind as specifically manufactured abrasives are required. Don't make the mistake of using marble grinding or polishing diamond pads as they will very quickly wear out. If you do decide to diamond polish, also make sure you have the correct heavy-weighted rotary machine, preferably direct-geared drive with a large 4 HP motor. Before starting it would be sensible to carry out a test, particularly if the stone has been laid in recent years, as some Granite has been injected with resins and colours. It is not unheard of for Granite, once ground and diamond polished, to lose the sharpness of its previous colour. If you are not involved in grinding and diamond polishing, you can still regain the original shine with polishing powders specifically made for Granite. Simply spread a small quantity of the powder on to the floor and add some water to produce a yogurtlike cream which you can work in with a purpose
made pad and a high speed machine. A number of products will work much more effectively if you use a thermic disk warmer to heat the floor. Some experts recommend that you then dry polish the floor with steel wool. For more routine maintenance there are silicon based polishes which can be used to improve the shine and maintain the waterproofing of the stone. Recently, when I was training in Italy, I spent some time with Jack, a stone care expert from the far east of Asia, who introduced me to a product used extensively in his company. It is a polishing cream which has been made for Granite. Periodic use with a red or white pad helps to maintain the brightness of the stone and improve its resistance to high traffic. Unless you decide to specialise in worktop counter restoration you are unlikely to be invited to deal with much Granite but, rest assured that, if you know how to clean this you will also be wellequipped to clean and care for the multitude of other Igneous stones that you are likely to come across.
The correct insurance As a carpet cleaner it is important that you ensure you hold adequate insurance (in fact some insurances are a condition of NCCA membership). Check with your broker that you are covered for: ! Public Liability - this covers you in the event that you cause an accident, or if a member of the public (ie, your customer or members of their family) trip over a lead and injure themselves. ! Employer's Liability - if you employ staff you MUST have this cover. ! All Treatments Risk this covers you for any chemicals you use (providing the manufacturer's instructions have been followed). It provides cover for the item you are working on. Make sure that you have this cover, it is extremely important. The client may blame you for an unrectifiable problem, which may appear as the result of a clean, even if it is not your fault.
Failure to communicate These days there is absolutely no excuse for businesses lacking in their customer communication. There's the option of face-to-face contact, letters, emails, telephone calls, social media interaction and texts, all viable ways of maintaining open lines of contact with the client. The sheer volume of tradesmen that do not communicate effectively with their customers is truly amazing. There are many cases of business people who continually fail to pick up their calls and who do not respond to answer phone messages. Some don't even have an answer phone facility! There are also an alarming number of tradesmen who do not turn up to do the work they have been booked to do and then, even more unbelievably, provide the client with absolutely no explanation! It costs money to obtain clients and it becomes a total waste of valuable resources when those potential customers can't get in touch. If you think this may apply to you, you will need to review your communication system. You need to be easily contactable if you want to obtain the work.
Christmas brings out the candles The wax drips produced by candles can create many problems, especially for the carpet cleaner. It is, however, possible to remove wax from a carpet once it has hardened. You will need a blunt instrument, such as a spatula, a heated domestic iron and some brown paper. Then follow the process below: ! Using the blunt instrument break down the wax and then vacuum away the hardened pieces. ! Place the brown paper on top of the wax and move the iron around on top of the paper. This will remove the wax from the carpet. The trick is to keep the iron and paper on the move at all times, ensuring it is just hot enough to only melt the wax and not the carpet fibres. Do not use the 'flat' of the iron
either, just lift it up from the back and use the front 30mm. ! Once the wax has been removed, rinse the grease residue away to ensure re-soiling does not occur. Coloured wax can present more of a problem. This is because, when it melts, a dye or pigment is released, which can permanently damage the carpet fibres on which it has landed. A suggestion in this situation is firstly to break up the wax with a blunt instrument and vacuum away. Then use a solvent, such as an odourless mineral, and apply sparingly. Special care is required if the carpet is of tufted construction as this can cause the secondary back to come away. As with the use of any dry solvents you will need to ensure the proper use of PPE and adequate ventilation. All open fires should be extinguished and fish tank oxygen pumps should be turned off. Children, pets and indeed everyone else should be kept away until the item is dry.
Forewarned is forearmed
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he identification of inbuilt problems which exist in carpets and rugs is a frequently dealt with subject. However, a re-appraisal of these characteristics is always worthwhile. Various types of rugs and carpets possess pitfalls which await the unwary cleaner. In this article, I describe some of the most common problems. Machine Made Shrinkage (Loss of dimension): This might occur in both woven and tufted carpets, but for different reasons. In woven carpets, i.e. Axminster and Wilton types, shrinkage may occur when water is absorbed by the backing fibres. The
Cecil Aigin (Honorary Member)
wefts swell and cause a 'drawing in' action on the warps, resulting in a loss of dimension. Tufted carpets may also lose dimension when the secondary backing is subjected to excess moisture. In manufacture, the secondary backing is stretched on the tufting machine. Following tufting, latex is applied to the back and this process holds the finished carpet in a 'stretched condition', which is known as 'memorised stretch'. However, the application of water may soften the latex and allow the backing to relax, resulting in a loss of dimension. Discolouration: Dye staining - This can be the result of several page 10
different causes. In the case of light coloured carpets, creams, white etc., excess moisture applied to vegetable backing fibres, i.e. jute or cellulose, may cause the release of cellulose and result in 'cellulosic browning'. Certain woven carpets contain dyed warps and wefts and there is the possibility of colour wicking to the surface if excess moisture is applied to the backing. Needless to say, in patterned carpets, particularly those containing a pile of wool fibre, there is always the possibility of colour bleed. Pile Distortion, Reversal, Fading - Pile shading caused by pile distortion or pile reversal, will result in a variation in shade. Fading of dyes due to light and other atmospheric conditions will also result in a variation of colour. Faded and discoloured areas may be more evident following a cleaning process. Consequently, it is absolutely imperative that pre-
existing discolorations, regardless of cause, are identified and listed on a survey report and made known to the client prior to undertaking the work. Structure and Installation: Woven carpets and tufted carpets, with either textile or foam secondary backings, may exhibit rucking or fullness. These conditions may indicate that the carpet requires to be stretched. However, in tufted carpets, these effects may well be a symptom of the backing having become detached or disintegrated. All seams and the fixing of the carpet at edges should be carefully inspected. If there is any indication of insecurity to the installation or structure, a decision must be made as to whether a cleaning process can be carried out without creating further deterioration. Continued on next page
Always check the integrity of the carpet installation
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Continued from previous page Handmade Rugs This category of floor covering requires extra attention because of the value of items being cleaned and the fact that certain handmade rugs and carpets may possess characteristics that will require special knowledge and care. Shrinkage and distortion: Many oriental rugs are woven on wool warps and wefts which, because of the possible inconsistency of the wools used, may distort following a wet cleaning process and, as a result, will not lay flat. Dyes: Certain rugs may possess dyes which are not colour fast. The degree of dye stability may vary within the rug and all colours should be checked in various areas. Sometimes dyes of identical colour but varying compositions may have been used. As the rug ages and the dyes fade, the variations may be revealed as different bands of colour across the width of the rug. This effect might not be visible where the change in shade is minimal and a light degree of soiling is present. However, a cleaning process may expose the condition, much to the surprise of the owner and the consternation of the cleaner. Some rugs may have been subjected to a chemical treatment when new. The process of 'chemical washing' is used for various reasons. Bright colours may be toned down, some colours are completely changed, i.e. red to gold or amber etc. The chemical treatment does not always modify
the entire depth of the pile, with the result that in areas of heavier wear the original colour may emerge at the base of the tuft. This condition may not be evident prior to cleaning. Fibres: Certain handmade rugs are woven on silk warps and wefts and contain a pile entirely of silk or a mixture of wool and silk. This category of rug in particular and, in fact, all handmade rugs require a special knowledge of the value and characteristics of the item being worked upon in order to ensure that a safe and successful result will be obtained. The above details are not in any way comprehensive but, hopefully, include most of the common dangers awaiting members. Needless to say, preinspection and client awareness are essential. All defects should be clearly listed and discussed with the client and their signature, acknowledging the conditions and possible results, obtained prior to processing. A verbal “I understand” is not good enough, memories are short. Finally, do not take risks. Repeated call backs and the possibility of claims for damage that could have been avoided are, to say the least, uneconomic. Do not be reluctant to say “no” to a job. Survival is everything. I would like to take this opportunity to wish our President and Directors, NCCA staff and all members, the compliments of the season and good health and prosperity for 2013. page 12
: Let us clean up your debts
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ontrolaccount Plc is pleased to announce that it is working in partnership with the NCCA to help you, its members, in dealing with slow paying customers. A fast, efficient, low cost solution to outstanding account management by one of the UK's leading Collection Companies to supplies industries. As a member you are entitled to a discounted rate for the collection of your accounts. The NCCA have negotiated a discount for members of 33% and so we are able to collect your outstanding commercial accounts for 7.5% or utilising the LPA (late payment act) to cover the part of recovery costs, reducing these fees to just 5% commission charged on monies collected. This service works on a no recovery, no fee arrangement, so, if we are unable to recover your debt there would be no charge to you for using our service. We have a dedicated team of collectors with an expert knowledge of commercial and consumer debt, enabling us to collect your accounts with
minimum disruption for you. We offer: ! Fully automated systems to deal with all queries you may have. ! Online referral system for ease of notifying us of any accounts you wish us to chase ! Online notification systems keeping you fully informed of conversations we have had with your customer/debtor speeding up dispute resolution and ensuring the fastest method of collecting your money in. ! Full online reporting giving up to the minute information on all accounts placed with us for collection. ! Full in house legal system, should it be necessary for legal proceeding to be issued, with the same up to the minute reporting facility allowing you as the client so see exactly the point all proceedings have reached. For additional information please Contact Chris Lisle on 0777 8776580 or clisle@controlaccount.com Company website www.controlaccount.com
Mowhawk SmartStrand Carpets
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ave you come across Mohawk SmartStrand carpets yet? They have become very popular in the US and are also being sold in the UK. Reports on consumer forums indicate that users have been pleased with how they are performing, particularly in relation to how well stains respond to treatment. Mohawk manufacture SmartStrand from a fibre called Triexta, which is a DuPont product that is a subclass of Polyester sold as Sorona. Sorona is a polymer that has a reputation for its softness, durability and permanent stain resistance that is engineered into the fibre. SmartStrand's green qualifications are highlighted by Mohawk in their claims that its production requires 30% less energy and reduces CO² emissions by 63% and it is part made from corn sugar (Bio-PDO). In the carpet manufacturing industry, Polyester
Keith Robertson
(polyethylene terephthalate) is known by the acronym 'PET', whereas Triexta (polytrimethylene terephthalate) is in a group of products referred to as 'PTT' which suggests there must be some material difference between Triexta and other 'PET' Polyester made products. Reports suggest that 'PTT' fibre is stronger than 'PET', outperforms Polyester as far as colour fastness is concerned, ranking with Type 6,6 nylon, and also cleans better than 'PET'. The Federal Trade Commission, who were petitioned by Mohawk Industries along with Shell Chemicals and DuPont, require that certain criteria be proven before a sub-class name such as Triexta can be granted. The product demonstrated that, like Nylon, it is resistant to surface scratches, is able to hold a crimp but also has the ability to regain posture after being crushed. page 14
Although Triexta may in some respects be superior to Polyester (PET), such as with durability and softness, there are also important similarities such as its being naturally resistant to water based stains. DuPont claim that Triexta provides a unique combination of exceptional durability and permanent stain resistance to common household foods - including red wine, coloured beverages and mustard - compared to previously available fibres. What does all this mean to us? Surely we will clean it in exactly the same way we clean other carpets, or is there any reason why we should want, or need, to identify a difference between Triexta and the easy to clean 'normal' Polyester?. Well, the IICRC's latest version of the S100 shows Polyester and Triexta to be two distinct fibres. If we want to identify Triexta, a burn test isn't going to help much, as a test on Triexta gives the same result as Polyester (an orange flame with a blue base and a white puff of smoke when the flame goes out). It's necessary to go a little further and carry out an oil test. Carefully place a drop of baby oil on to the Triexta fibre and watch it soak in. This isn't a result you'd expect with PET based products because, aside from the cheapest Polyesters, fluorochemical protectants are used by the manufacturers to provide protection. This is why there is a contrast to the result on a protected Polyester, where the oil will sit or bead on the surface. So, what about cleaning Triexta? Some of the more powerful detergents have emulsifying surfactants to enable them to clean well. Those emulsifying surfactants (surface active agents) tend to be sticky so you can imagine what happens if you let this sort of product come into contact with the fibres. That's right - an oil loving fibre will absorb the detergent. Instead of working on the surface as you'd want, it gets sucked in. The carpet may clean acceptably but, because of the absorbed sticky residues it is likely to leave behind, it could re-soil quickly.
Better to choose a product which is surfactant free, which will adsorb (literally to gather - a liquid or dissolved substance - on a surface in a condensed layer) the soil rather than being absorbed by the fibres. You may also want to have a volatile dry cleaner on hand to assist with stain removal. Additionally there have been good reports on using an absorbent compound method of cleaning. The final choice to make is whether to recommend to your customers that you then protect the carpet with a fluorochemical. Don't be influenced by the 'experts' who say doing so will add to the flammability, as there are plenty of products than cannot burn. The choice is up to you as you may consider it unnecessary, or you may decide that you are offering your customer the best result by doing it. If any of you have encountered this type of carpet, or indeed any others which differ from the usual, please feel free to share your experiences with us in Newslink. To send an article, email Nicky at the NCCA office: nicky@ncca.co.uk or phone 0116 271 9550.
Member Referral Report Since publishing a referral statistics report in last month's Newslink there have been 103 recommendations for full members provided by the NCCA. This number is made up of 48 referrals from the NCCA office, 52 potential customers contacting members direct through the website and 3 referrals to members without an email address, which we have tracked using the office database.
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Dear Santa Last year I did ask you for one of the new super duper portable extraction machines with the 6.6'' vacuum systems. I am not sure whether it was your elves who messed up or that you just couldn't get it down the chimney but it never arrived….you really let me down Santa! However, I am prepared to give you another chance…so….as well as the machine I asked for last year I would like one of the new lightweight blue hand tools for upholstery….but I would like mine in PINK please. I have been a good boy and done all the washing up and weekly refuse removal, plus I haven't asked for an increase in my pocket money this year to help out the home finances… and one pound fifty a week doesn't go very far. Please don't take any notice of what my dear wife (the Governor) says as she is still a bit miffed that I forgot our wedding anniversary this year. If you could see your way to including a few stocking fillers from Aunty Mavis - a new twin motor vacuum cleaner would be nice, Oh and if Uncle George buys me yet another new upholstery hand brush again this year, could you pass it on to the 'old man of Essex'. The bristles on his brushes have all come out and I already have three. Vouchers for the 'one stop carpet cleaner shop' are always welcome and it doesn't take much wrapping up. I will leave the mince pie and glass of wine in the dining room as usual. But do please put the plate and glass in the kitchen when you have finished as the Governor gets really cranky if you don't. Rudolph's dirty footmarks (I hope it was footmarks) on the lounge carpet last year didn't go down too well either, I just assumed it was Rudolph but the amount of dirt on the carpet it could have been the whole reindeer team. Have a good Christmas
Derek
.... and on a more serious note... well, slightly Right.... aside from your letter to Santa, there are, of course, other things that need your time and attention at around this time of year. During the festive season I have always set aside time to check over my cleaning equipment, usually after Christmas when things have a tendency to go a bit quiet. Servicing equipment and the odd repair should obviously happen throughout the year as a matter of course, but this is the one time when everything should get taken off the van, assessed and improved, fixed and/or replaced if necessary. The festive period is also a good time to review your pricing structure. You should consider increasing your charges slightly each year, perhaps in line with RPI (Retail Prices Index). This way you won't be forced to introduce a noticeably big increase every couple of years, something which doesn't go down too well with customers. Many years ago I purchased a magnetic wall planner and at the start of each New Year I move the dates to fit the days for the current year. I still operate a diary system, but being able to look at a chart on the wall gives me an overall picture of what's going on a day to day basis. Hey, how's that for a late addition to your Christmas list - a magnetic wall planner? You could start dropping a few hints now. Make sure that it is included in your letter to Santa. You want to make sure he gets it to you on time don't you. After all, he's 'knocking on a bit' now and seems to have a lot of ‘senior moments'‌. and the old 'uns amongst us all know what that's like, don't we? Derek Bolton (Honorary Member)
The Cleaning Show 2012 Cleaning Show to throw spotlight on Carpet & Floor cleaning technology
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he very latest developments in the Carpet and Floor cleaning sector will take centrestage at next year's Cleaning Show from 19-21 March 2013 at Birmingham's NEC. On display at the exhibition will be new technologies designed to help businesses run their Carpet and Floor cleaning operations more efficiently and effectively and in a more environmentally friendly manner. Among the exhibitors at the Cleaning Show 2013 will be Prochem, Chemspec, Amtech, Sebo, Lindhaus and Truvox. The Cleaning Show is the leading showcase for all products and services used in the cleaning and support services industry. Next year's event is set to be the largest so far, with more than two hundred exhibitors expected to take stand space, of which at least fifty will be at the show for the first time. Following the success of the last show in 2011, SEBO (UK) Ltd, a leading manufacturer of professional upright vacuum cleaners, was quick to sign up for next year's event. Operating in twenty countries, SEBO is still a family business and passionate about the design and manufacture of the products it makes. Justin Binks, Sales Director, SEBO (UK) Ltd, said: “We are proud to support the Cleaning Show and very much looking forward to the 2013 show. The response is always phenomenal and it's a fantastic platform for us to showcase our range of vacuum cleaners for the carpet and floor cleaning industry.” Martin Scott, Exhibition Director, said: “More details of exactly what we have planned for The Cleaning Show 2013 will be released shortly, but visitors can make sure they don't miss out by registering now to attend. Registration is free,
takes no longer than two minutes to complete and includes free parking. Visit: www.cleaningshow.co.uk For further information, or to reserve a stand at The Cleaning Show 2013, please contact Martin Scott on: Tel: 01737 855086, email: martinscott@quartzltd.com or visit: www.cleaningshow.co.uk
NCCA Member Benefits + HMCA (free legal and councelling Helpline): 0117 934 2600 + SiteWizard (website creation): 08450 608860 + EMJ Management Ltd (workwear clothing and accessories): 02392 434650 + Brian James (Marketing Consultant): 08450 608860 + Thompson Local (Ask for Corporate Advertsing Department): 01252 390385 + Yellow Pages (Ask for Corporate Advertising Department): 0808 100 7890 + Adalante Merchant Services: 01628 820500 + Payatrader: www.payatrader.com + Control Account PLC: 01527 882901 + TrustMark (Diversity): 0115 9673767
page 18
Quality assurance
Q
Terry Guilford (The Ultimate Floor Sanding Co.)
uality - what does it mean? Well I have resisted the temptation to get out my dictionary and thesaurus before starting this article. Why, well because what started me thinking about the subject were two unconnected events that recently happened in my life that to me summed up quality better than any book definition. The first occurred about a month ago, when forced by my growing collection of cars, motorcycles and tools I finally made the decision to purchase a large steel shed. This wasn't a spur of the moment thing, I have looked at several manufacturers both online and 'in the flesh' and having done some research I knew about the different types of insulation and the claims made by all the manufacturers. In the usual way there was one 'shouty' company who did lots of newspaper adverts, lots of special offers and whose claims for the insulation, to my mind, were somewhat spurious and another company with a good website, a good reputation and little else in
the way of marketing. I decided one Friday afternoon to escape the tedium of the office and make the hour long drive to the latter company and this is where the quality starts, well in my opinion anyway. Having lived through the worst excesses of two 'building booms' I now definitively know that when it comes to construction 'do it once, do it right' and 'pay the right man the right money' should be the absolute mantras of the any budding developer, so what a pleasure it was to meet a salesperson who wanted to talk and show me the quality of his product and not talk about how cheap it was. From the research already done I knew the man in front of me was not a salesman, but a man who knew his industry and his product, and when it came to recommending a contractor for the concrete foundation he immediately named one man who went on to demonstrate the absolute essence of quality. I knew that most contractors, if asked to page 20
put in a foundation for a shed, would pour one large lump of concrete a bit bigger than the footprint of the building and that would be it, I also knew that wasn't the way it should be done. It took that contractor four days to prepare the site, build the perimeter foundation, and then pour the slab on top of the damp proof course (it's a big shed) but he wouldn't go until that slab was as perfect as it possibly could be. Although it's only a floor of a shed, for him it had to be right! He turned up on time, kept in contact with me on the days it was impossible to work (I live in the west of Ireland work it out!) he did all the extras without complaint (yes I did pay him for those) and he wouldn't compromise on materials despite being on a fixed price. How I wish I had met him earlier. The second example of quality workmanship is in relation to a wood floor. I was recently in a house sanding and oiling a wooden countertop when I spotted a freshly sanded wood floor in the hallway and just had to have a closer look (don't tell me you wouldn't have done the same). What I expected to
see, based on experience, was a bodged DIY sanding job or a less than impressive professional job. What I didn't expect to see was a really wellsanded, well-finished floor, but this was definitely what I was looking at. I racked my brains to try and remember when I had done this job (surely I'm the only one who can work to this standard), but after talking to the homeowner I was relieved to find my dementia wasn't getting worse, but disappointed to find out that there are others out there who can do an excellent floor sanding job. Of course you already know that producing consistently high quality work will earn you referrals as well as helping you to keep the customers you already have. However, with this being such a busy time of the year, it is all too easy to overstretch yourself and let your standards slip. If you feel you are pressed for time it is a good idea, wherever possible, to schedule some of your work to be done after Christmas. You will find that this won't be a problem for some clients, whereas poor quality work certainly will be.
Going Going - Gone 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.*
ye odb n o g Say ake ta to f ains! st
*pre-test carefully and rinse out after stain is removed with cold water.
Wishing all NCCA Members a happy and profitable New Year!
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
Barbara Aspin (www.sitewizard.co.uk)
Online customer communication and etiquette
H
ave you ever received an email or a text message and thought that it sounded like the sender wasn't entirely happy with you? I have frequently received emails and text messages from clients, as well as friends, sounding like they are terribly unhappy and this has often left me wondering what I have done to upset them. Instead of replying to the message in a tone to match the one I have received, I instead pick up the phone to find out what is wrong. In the vast majority of the cases there isn't anything wrong at all, the sender was simply really busy at the time of composing the message and consequently
hadn't read through it before sending it, not realising that it could be easily misconstrued. In the same way, if you rush writing content for your website, or the posts you create for social media, it is very easy for your messages to come across in a completely different way to which you originally intended. Have you recently looked at the way you and your business are coming across online? Are your clients friends with you on social media sites and, if so, do they post inappropriate or unprofessional content about you that would look bad to another client? It is important to make note of your page 22
online presences and to ensure that what is being said is professional and encouraging. Of course you cannot control what everyone says as people are entitled to their own opinion and freedom of speech, however it is simple enough to ask a friend not to post pictures of last weekends' antics, to have a quick read through your website content to ensure it is coming across the way you want it to, or to read through your posts carefully before you send them. Every post and blog you write should be created with care, with the view that they may be seen by a client. Even if your clients are not on your friends/followers/fans lists in your social networking sites, it is possible for your online presence, other than your own website, to flag up in a Google search of your company name. If you need assistance with your online presence there are plenty of people out there who can help you. To see what services we can offer you please feel free to visit our website at: www.sitewizard.co.uk/fwc
Payatrader.com shortlisted for 2013 Card and Payments awards New low cost card acceptance service for small businesses shortlisted for 3 awards
P
ayatrader, the pioneer of the UK's first fully integrated, low cost, multi-channel debit and credit card acceptance solution, developed to benefit millions of small businesses, has been shortlisted in three categories for the prestigious Cards and Payments awards, which seek to independently recognise customer service, excellence and innovation in the card and payment industry. Payatrader has been shortlisted in the following categories: ! Best Initiative in Mobile Payments ! Best Technology Initiative of the Year ! Best Industry Innovation of the Year Bill Thomson, MD at Acceptacard Limited and cofounder of Payatrader comments: "To be shortlisted for this year's awards is a real honour and huge achievement for everyone involved in developing and supporting the Payatrader solution. We are also delighted to be shortlisted in all three categories, which in itself is recognition of our contribution to
the UK cards and payments market”. Payatrader developed and delivered the UK's first card acceptance proposition truly dedicated to small businesses, as a fully integrated solution enabling users to view all transactions from all channels online, telephone, mobile, email, contact centre and secure GPRS chip and pin terminal with electronic receipting - in a single account”. Since launch earlier this year, Payatrader has recruited a diverse range of customers and are poised to grow rapidly with an already established mix of partnerships with trade and other membership organisations. We very much look forward to attending the finalists' event in February 2013.
Grow sales with cards at Christmas
A
s the festive season draws near, you can make it easier for customers to pay by giving them the option to pay by credit or debit card - and grow your sales at the same time! If you're already starting to think “expensive terminal and account fees” then read on … because there's a new and innovative way to take card payments, with the 'Pay As You Go' service from payatrader.com. Used by small businesses across the UK, Payatrader.com offers a card processing solution with no monthly or minimum usage fees and no minimum term contract. This means you only pay when you accept a card payment - making it ideal for businesses that take low volumes of card transactions. Once you've joined Payatrader, you can take a payment anywhere and at any time of day - online at your website, over the telephone using a
computer based virtual terminal, by mobile, by sending an email payment request and via a 24/7 payments line. Is it for you? It's definitely worth checking it out at www.payatrader.com especially if you only take low volumes of card payments. MEMBER OFFER As a member of the NCCA, you can join Payatrader FREE of charge - saving you £99! A special referral code can be found by logging in to the Members’ Area of the NCCA website. In the Benefits and Schemes section you can access the Payatrader website by clicking on the link displayed under the heading ‘Electronic Payments’. page 24
The principle of inverse appointment time
D
id you know that 20% of your carpeting is likely to get 80% of the wear? If you did, you're probably familiar with what's commonly known as the Pareto Principle. It's named after the Italian economist Vilfredo Pareto, who in 1897 found a consistent mathematical relationship between the proportion of people living in England and the amount of income or wealth this group enjoyed. He found that 20% of the population enjoyed 80% of the wealth! This principle has since been expanded to this: The minority of causes, inputs or effort usually lead to a majority of results, outputs or rewards. In other words, 80% of what you achieve comes from 20% of the time spent, and 20% of customers produce 80% of the revenue and so on. The reason it's so valuable is that it's counterintuitive. It's not what we expect. It's strange how business seems to be governed by unwritten rules. I've recently discovered one of my own. A short while ago I checked my database for unconverted leads for the past few months. That is, prospects who have asked for an in-home quotation but have not gone ahead. It's brought up an unusual principle that I've called 'The Principle of the Inverse Appointment Time' I discovered that in the last few months I have only eight in-home quotes that have not turned into jobs. Of those eight, I noticed a similarity that I've turned into this rule: “The more impatient they are
David Coker
to get a quote, the least intention they have of getting the job done.” Of those eight quotes, six told me they were in a hurry to have the work done and I needed to provide a quote as soon as possible. In nearly all of these cases, I changed my schedule to provide a quote quickly. Once in the home, it seemed that the urgency had dissipated. Now, we always qualify our prospects. In fact we try to disqualify them to be absolutely sure that we are not wasting our time with people who don't want our level of service, or can't afford it. And yet six have fallen through the net! (Interestingly that's 75% - almost following the 80/20 rule). There's always going to be time wasted with prospects that will not go ahead. So how can this be kept to a minimum? Well, now I follow the rule: “The more impatient they are to get a quote the least intention they have of getting the job done.” I only want to visit homeowners who are pre-interested, prequalified, pre-educated and pre-disposed to using me. If they're NOT, I spend time to make sure they are… before I visit. If they want me to quote in a hurry, I direct them to my website and ask them to come back to me if they are (pre)interested and now (pre)educated. This also is counterintuitive. They expect me to drop everything and come round immediately. Do I lose a few? Probably. But I sure save a lot of time in relation to the inconvenience and frustration caused. Probably around 80%. page 25
Health and Safety in 2013
I
t's been just over a year now since the publication of the Lรถfstedt Report, a study commissioned by the Government to look at health and safety regulations in the workplace. The report recognised existing problems with the current system and recommended a number of actions be taken to make the system fit for purpose, and 2013 will see some of the biggest changes come in to effect. Essentially, Lรถfstedt required health and safety regulations be streamlined. It also said enforcement activity must be redirected toward businesses where there is the greatest risk of injury or ill health; the status of pre-action protocols - the rules about how businesses approach disputes - should be clarified; and that liability provisions are reviewed so that businesses that have acted reasonably can defend themselves. Following the publication of the report, the Government accepted its recommendations and
Robert Downes (FPB)
put together a timetable of actions, and this January sees the biggest change as self-employed people, whose work poses no threat to others, will be exempt from health and safety law. Business can also look forward to unnecessary regulations being revoked, and approved Codes of Practice will give businesses clear, practical examples of how to comply with the new system. Looking still further ahead, by 2014, the report says a simpler accident reporting regime must be in place. The HSE will receive enhanced powers to drive consistent enforcement for all businesses, and regulations will be consolidated by industry sector, making it clear which provisions businesses need to comply with, sector by sector. So far, so good. These are, in the main, sensible suggestions which should go some way to reduce the quagmire of red tape that the current system burdens all business with. Our members also welcomed the report. A huge page 26
87% on our health and safety panel agreed with these aims, saying they represented a more common sense approach to workplace health and safety. We think this is likely reflective of most in business. Our members were particularly supportive of plans to clarify 'pre-action protocols' in order to support early settlement between parties. Businesses thought this would ensure health and safety rules based on the needs of the workplace, rather than on form filling. It's little wonder though that H&S issues can, and do, trigger emotive responses from small firms. Current figures suggest it costs employers £2.4bn
every year in compliance costs alone. And nearly a third of SME owners say health and safety is their most costly and time-consuming activity to manage. There's no doubt that employers see it as a minefield, littered with pitfalls many of which are, at best, hard to avoid. It's why we produce a special health and safety guide every year, offering reliable and up-to-date health and safety advice, compiled by experts and with step-by-step guidance to ensure sector specific businesses are not only legally compliant, but are also providing a safe working environment for their employees and customers. To find out how the 2013 changes may affect your business, phone the Forum on: 0845 130 1722.
Stand up and be counted! Wanted - Local, trustworthy and reliable tradesmen, operating to Government endorsed standards. As a valued member of the NCCA you will already be acknowledged by us and the public as a professional. As a member of 'TrustMark' you will be also be recognised by the Government as one of the most trusted and reliable carpet and upholstery cleaners in the country. TrustMark has approved the NCCA as the official representative for the carpet and upholstery cleaning industry and we have assisted in setting the criteria for TrustMark registration for this sector. As a member of this trusted trader scheme you will have your company name added to their website www.trustmark.org.uk and be recommended for carpet cleaning and associated services. Diversity Management Services currently operate the TrustMark scheme on behalf of the NCCA, however once we have enough registered members to provide national coverage, the Association can take over as scheme operators and be awarded the category of Carpet and Upholstery Cleaner on their website (members will temporarily be listed under Handyman until we can establish the above). The scheme is EXCLUSIVELY for NCCA members. So for all of you with two years experience, a spot and stain training certificate, a health and safety policy and £180 (equating to less then £3.50 per week), you can advertise your professionalism to the public on the Government's own TrustMark website. As an added bonus, should a TrustMark administrator spot your vehicle displaying the
TrustMark logo, your company will be entered into a draw (one takes place every month) giving you a chance of winning a £100 cash prize! A lot of carpet cleaners in the industry have craved this type of acknowledgement from the Government for years. The NCCA has achieved it and ensured it is an exclusive benefit for our members. So stand up and be counted, this is as close to 'Gas Safe' recognition that our industry can currently achieve.
TrustMark update Things are moving on at speed with TrustMark. With accredited members and applications in the pipeline we are a quarter of the way to gaining Carpet and Upholstery Cleaning as a dedicated category on the TrustMark website and achieving Scheme Operator status. So, if you want to get your company details on THE Government endorsed Standards Trusted Trader website, which receives over 400,000 hits a month from consumers, contact Steve Terry at Diversity - 0115 9673767 or email him via; steve@diversity-nottm.co.uk We have also been able to confirm that technicians/business owners with Chemdry training (including Advanced Spot and Stain Removal) qualify under the TrustMark Membership Criteria.
page 27
H & S - Another reason to get it right
T
he drive to properly manage health and safety is, rightly, based on employers' wanting to ensure that their workforce go home safe at the end of the day. Employers may also be conscious of the various legal duties and regulations that require the proper management of health and safety, hoping that compliance will mean avoiding potential fines and prison sentences that await those who get it wrong. However, an increasingly greater impetus is being placed on proper health and safety management for a slightly less obvious reason; reducing accidents has the added benefit of reducing personal injury claims that could be made against you or your business. Where an accident has occurred during work and an individual has been harmed, whether physically or mentally, there is scope for employees to bring civil claims for personal injury. These claims will attempt to value the harm that the employee has
Phil Crosbie (Eversheds LLP)
suffered, considering the extent of any injury, the pain and suffering endured and any lost wages or opportunities missed as a result. There are many cases where claims are justly brought by employees following wrongdoing or negligence on the part of their employer; it is right that an innocent individual is compensated if their employer has put them in harm's way. However, access to 'no win, no fee' lawyers has meant that in some cases individuals are seeking to bring spurious claims in the hope of receiving a 'lump sum' from their employer. The difficulty for employers is that it is often easier to settle a case and 'pay out' than invest the resources in defending an unmerited claim, particularly if the employer does not have insurance to cover those costs. In the most extreme cases, this can lead to a bias among the workforce where they do not consider themselves at fault for any accidents, and revert page 28
immediately to seeking a personal injury claim against their employer at the 'going rate'. For those businesses seeking to avoid unjustified claims and only compensate those who truly deserve it, we advise that they revert to the fundamental basics of good health and safety management. There are some very simple things that an employer should do to separate the wheat from the chaff. 1. Keep accurate records Over the passage of time, it can be difficult for employees to remember the investment that employers have made in their health and safety. For example, where you provide training, or other safety critical information to employees, make sure that you record it. One of the biggest criticisms that can be made against an employer in a civil claim is that the employee was not properly trained or had not been provided with the appropriate supervision or equipment for a particular task. Without properly recording your investment in the health and safety of your workforce, it can often become a war of words between an employer and an employee making a claim; this can be easily avoided by way of training registers, personnel records, etc. 2. Properly investigate incidents Even if an incident has not attracted the attention of a regulator such as the Health and Safety Executive, that does not mean you will avoid a claim for personal injury. Do not get complacent and assume that the matter has 'gone away'. It is essential that any incident is properly investigated, no matter how innocent or straightforward they may appear. This would also include near-misses (as there might be an element of mental/psychological harm) and minor injuries that may not normally attract a full-scale investigation.
Investigations do not need to be time-consuming activities but you must explore the issues and ascertain the factors that have caused an incident, beyond the more obvious and immediate causes. You may consider that the employee is to blame for a particular accident; however, a civil claim may go beyond the causes of the incident itself and blame poor training, pressure from management or lack of a good health and safety culture. Your investigation needs to have considered these issues should you need to defend such accusations. 3. Treat employees fairly If a claim for personal injury is going to be made, the claim is often exacerbated by the employer poorly handling post-incident actions. Think very carefully about how individuals are treated following an accident. Regardless of where suspicions lie, all employees should be treated with respect and be considered innocent until your investigation is complete. Employees should be supported by the business, whether an investigation is simply internal or it involves external regulators. 4. Work with your insurers You may have insurance cover for personal injury claims and it is important that you liaise with your insurers as soon as possible and that the information you give them is accurate and honest. They will be able to assist you during the post accident process and advise where necessary. You will always want to avoid an 'us and them' culture within your business and therefore it would be wrong to assume employees are positively looking to make unwarranted personal injury claims. However, to ensure that your business is not jeopardised by spurious claims, there are some very simple steps that can be taken in order to ensure that there is only a claim when you truly are in the wrong. page 29
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. 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 - £300.00. Contact aquadriinfo@btconnect.com for further information or contact andy on: 07970 544806. VAN AND TRUCKM0UNT FOR SALE - £5000. IVECO van, 2001, very good condition, 2800 cc engine size, 124,000 miles, fitted with shelving, all the necessary hoses, 2 wands go with it + Steam Way Sidekick 6100 truckmount, very good condition with 2165 hours on the clock. As an extra goodwill gesture we will include a rotary jet extractor R X 20, which is worth more than £2000 to buy brand new! Selling price is NON NOGOTIABLE because this very good price for someone maybe looking at starting up in the industry. Interested buyers are more than welcome to come to Market Harborough and test drive the van and truckmount. MOT until end of March 2013 and Tax until end of Feb 2013. Call Angelo on 07949 214588.
VACANCY & BUSINESS OPPORTUNITY Experienced full time Carpet and Floor Care Technician required. Own van and equipment would be 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. BUSINESS FOR SALE Small, well established carpet, hard floor and upholstery cleaning business based on the London and Kent borders. The package includes a 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.
CITROEN RELAY HDi LWB HR + TRUCK MOUNTED CARPET CLEANING MACHINE VAN: Year-56plate. Miles-38453. TAX-End March 2013. MOT Due-August 2013. Serviced March 2012. TRUCK MOUNT: Chemspec 860 High Heat. Hours2537.5hrs. This was Chemspec's largest and most powerful petrol truck mount. The same was used as their demonstrator mounted on a trailer. It is designed as a dual wand system so a 2man team can work continuously at impressive distances if required, but equally can be run as a simple wand system. The machine is mounted on the vehicle complete with: large waste tank, large capacity clean water tank, retractable hose reel for easy filling, fuel tank, chemical shelf, 5 x 50' extraction hoses on van mounted reel for easy set up, 5 x 50' solution hoses on van mounted reel for easy set up, 3 x large carpet wands, 1 x Hand Tool, 2 x yellow/black hose pavement ramps, chemical tanks. We have it set up so you can have up to 4 different chemicals ready to go and can simply be switched from one to the other without moving/switching tanks. We have also invested and have installed an Eberspacher cab heater (http://www.eberspacher.com/products/air-heating/) which allows the back of the vehicle to be kept warm overnight during the winter months if the vehicle can't be garaged. This runs independently from the engine. Cost: £10,750+VAT. Contact Peter Booth on: 01553 762762. TRUCKMOUNT Banclene truck mount 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 seperately. 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 CLEANING AND RESTORATION MACHINERY EQUIPMENT - ACCESSORIES Dri-Eaz Dehumidifier 1200 as New Boxed £450.00. DriEaz Sahara Pro TurboDryer - New Boxed £150.00. DriEaz 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 E-mail: info@restoration-direct.co.uk
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. Chemspec stainless steel 4 jet floor wand in good condition - £300.00 plus delivery charge if applicable. Please phone Pete Collins on 07885 804560. page 30
2 X VAN & TRUCKMOUNT FOR SALE VAN 1: Citroen Relay SWB. Year 07 plate. Mileage 78,000. Tax - End April 2013 MOT Due October 2013. Full service history. TRUCKMOUNT 1: Hydramaster 450 maxx diesel with hoses etc. Hours 4,360. Sale £5,000 for quick sale due to business already sold. Good condition. Contact Mark on 07595 370659. VAN 2: Citroen Relay LWB. Year 06 plate. Mileage 111,000. Tax end February 2013. MOT due August 2013. Full service history. TRUCKMOUNT 2: Blueline Thermal Wave II HP Vortec with hoses etc. Runs on LPG. Hours 4,000. Cost £5,000 for quick sale due to business already sold. Good condition, but a few dents in van. Contact Mark on 07595 370659. ONE YEAR OLD HYDRAMASTER TRUCKMOUNT AND VAN Phoenix 450i Hydramaster Truck Mount Machine with custom refinements - 398hrs Fitted Extra: Heat Adjuster - Fitted Extra: Fresh Water Line - Fitted Extra: Second 2" vac inlet Fitted Extra: Electric Start Key - Fitted Extra: Water Softener - Fully serviced - 1yr old in Dec 2012. Mercedes 3.5t Sprinter MWB Hi Top Van.155k FSH Tax/Mot. Fully 'ready to go' carpet cleaning van. Hoses and all other equipment also available. Photos available here: http://www.wowcarpetcleaning.co.uk/forsale.zip
Offers over £11,000 for machine and van. Additionally comprehensive listing of entire business, marketing, website and accessories/materials, upon request for further negotiation. Chemical stock inventory - £529 or £400 job lot. Contact: James on: 02380 00 11 54 or email: james@wowcarpetcleaning.co.uk or phone Chris on: 07970 040729.
NCCA Corporate Members + 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 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) + Columbus Cleaning Machines Ltd: 01772 426527 (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 + 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) + ServiceMaster Ltd: 0116 275 9000 (M/C/Fr) + Sebo UK Ltd: 01494 465533 (M) + Stainshield Ltd: 01372 841467 (C)
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.
+ 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) + Truvox International Ltd: 02380 702200 (M) + Woodbridge Comercial Ltd: 01279 422220 (C/M)
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
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19 Christmas related words have all been hidden in the grid below. See if you can find them.
Christmas Word search
Find these words Christmas Tree Snow Santa Presents Merry Stocking
Gift Bell Sled Rudolph Toys Snowman
Frosty Candycane Jesus Elf Wreath Noel
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