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ncca
February 2016
The official journal of the National Carpet Cleaners Association
Features:
Twice As Good Photo Competition The Survey And ‘Walk Through’
Contents
Published monthly by:
03 From the Editor
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
04 Take part in our photo competition and save money on your next training course! 06 A voice from the past helps us achieve a fine result 08 The survey and the ‘walk through’ 12 Out and about 16 Take a walk in your customer’s shoes 19 Collaboration and conference will improve science - and understanding - of cleaning 20 Twice as good 22 The ‘cleanability’ of carpet fibres - Is wool or synthetic carpet easier to clean? 24 Upholstery cleaning - Pre-existing hidden damage 26 “It will never happen to me!” - Responding to an accident in the workplace 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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Editor Nicky Law Editor in Chief Keith Robertson Design Editor Nikki Law President/Admin Director Nigel Lay Technical Director Paul Pearce Company Secretary/1st Vice President/ Training Director Glyn Charnock Corporate Director/2nd Vice President Allan Simmons Membership Director Martin Johns Marketing Director Keith Robertson Director Dave Wheadon Co-opted Director David Weaver www.facebook.com/nicky.law.315 www.twitter.com/NCCA_floorcare_
From the Editor
A
happy and prosperous New Year to you all! We hope that you all enjoyed the holiday festivities and have had a great start to the new year. Just to remind you that your membership renewal documents for 2016/2017 will be with you by April 1st, being due for payment by May 1st 2016. As usual, if you have not supplied your current insurance during the year, we will require confirmation of current Public Liability insurance (including Treatment Risk or Products Liability) and completion of the amended Health and Safety Declaration form in order to process your renewal. Don't forget, you can send insurance in to the office at any point during the year. We recommend doing so as soon as you receive documents from your insurer, this way we always have the current details on our system and it saves you having to dig out any documents at renewal time. The GoCardless Direct Debit scheme has continued to be popular, with over a third of the membership now using this facility. The advantage of using Direct Debit is that once it has been set up, it will remain in place unless it is cancelled, taking the worry out of remembering to pay subscription fees. We will write to you at the end of each membership year requesting the required documentation, reminding you of your renewal and that payments will be deducted automatically via
Direct Debit. You can choose to spread the payment of your subscription fees over a number of months (a Nicky Law maximum of six) or in one Newslink Editor single payment. The membership fees for this year remain at ÂŁ225 + VAT. Under section 4.7 of the Articles of Association, members are required to give 60 days' notice if they intend to withdraw from the Association, which must be put in writing to the Company Secretary. All notices of resignation received will be acknowledged by the office. 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, so if you are experiencing difficulties or considering not renewing your membership please contact us. With the exception of Associate Members, who will be contacted prior to their first membership anniversary date, companies that have not yet completed a full year of membership will still be receiving a subscription invoice prior to 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.
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Take part in our photo competition and save money on your next training course! Nigel Lay
W
ould you like to save some money on your next NCCA training course? Well... now is your chance! Over the next six months we will be running a monthly photo competition. We are looking to acquire new images to add to our existing picture library and the contest calls for members to submit their cleaning related photographs. To enter our competition all you need to do is send us your photographs and a brief description of the image/s supplied, together with your company details. You may enter one photo, or one group of related photos, in any one month and subjects covered could include: Hard floor/upholstery/leather/curtain/rug or carpet cleaning, carpet repair, spot and stain
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removal, spills and stains, unusual fabrics and fibres, or anything else that you feel may add value to our existing image library. If a photo, or group of photos, is good enough to reproduce in Newslink, the member submitting the image/s will win a ÂŁ10.00 voucher towards a future training course. These vouchers can be used accumulatively. So, if you win a voucher EVERY month, you could make substantial savings on your next course booking/s! If six or more contributions (good enough for reproduction) are received in any one month, they will be judged by the NCCA office staff and the owner of the best image will win an additional ÂŁ25 voucher towards a future training course.
THE RULES (Please read very carefully before submitting your photographs) 1) If you have submitted a winning image you will retain copyright, but will grant license for us to use that image (in any way we feel appropriate) within future issues Newslink. (NOTE: We will not supply any of the images we receive to a third party). 2) You must be an NCCA member to enter. 3) Only digital images will be accepted. 4) All images supplied must be high-resolution. 5) All images supplied must be original. 6) You may enter a maximum of one photo, or one group of related photos (counted as one photo), in any one month. 7) Photos will be judged on: interest of subject matter, composition, definition and clarity (sharpness of image), quality of colour and light balance. 8) The deadline for receiving photographs will be the second Friday of every month. On this date all contributions will be reviewed. 9) Photographs received after the deadline will be judged the following month. Please send your competition photos to Nicky Law (Newslink Editor) at: nicky@ncca.co.uk PLEASE NOTE: When attaching your photograph/s to your email, the size of the attachment/s should total no more than 8MB. If your photo is larger than 8MB in size, or you have a group of photos where their combined size totals more than 8MB, please call Nicky at the NCCA office (0116 271 9550). ‌ And the competition starts now! So start taking those pictures!
Misuse of NCCA name and logo We need your help to ensure that only bone fide NCCA members use our name and logo. If you become aware of an individual or company using our name and/or logo, and you have reason to believe that they are not NCCA members, please send any evidence you can to the NCCA office at: admin@ncca.co.uk, together with any other information that might help us when we take a particular case to Trading Standards.
New NCCA Members S O R Clean Great Denham, Bedford Pro-Fresh Clean Erith, Kent Lettermay Ltd t/a Carpet Clean Lochgoilhead, Argyll Prowash HR Carpet & Upholstery Maylandsea, Essex Be Clean (South East) Ltd Herne Bay, Kent MJB Gardening & Domestic Services Ilminster, Somerset M K Cleaning Services Hastings, East Sussex Sophia Specialists Ripley, Derbyshire Refresh Carpets & Upholstery Lancaster, Lancashire
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A voice from the past helps us achieve a fine result Keith Robertson
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pparently, one of the casualties of the Vesuvius eruption that destroyed both Pompeii and Herculaneum in AD79 was the writer and philosopher Pliny the Elder. During his life he not only made some thought provoking statements such as, “In these matters the only certainty is that nothing is certain,� but he also wrote a natural history encyclopaedia which, because of the breadth of subject matter covered, became a model for all later encyclopaedias. He additionally understood the need to reference original authors and to provide a comprehensive index list of the contents. Whether from his own tests, or from others, Pliny understood the difference in the hardness of stone and referred to the ability of a hard mineral being able to scratch a softer one. He commented that a diamond is at the top of the series, as it will scratch all other minerals. He talked of diamond dust being used by engravers to cut and polish other gems because of its hardness.
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This is all the more fascinating as it wasn't until 1812 that Frederick Mohs, a German mineralogist, devised a scale of mineral hardness. Today we use the expression 'diamond polishing' when we talk about making a marble floor shine. What do we mean when we say 'diamond polishing?' Simply put, to 'diamond polish' is to scratch the surface of the stone with tiny diamonds in a process similar to sanding wood. To remove the scratches on a floor you scratch out the original Diamond scratches with finer scratches polishing and then continue with everpads finer diamonds until they are no longer visible to the naked eye. In the course of doing this the surface of the floor will take on a shine. The diamonds we use are imbedded in pads and come in a range of grits starting anywhere from thirty to sixty grit (depending on the supplier) for grinding a surface flat, right up to eight thousand grit to produce the highest polished finish. There are both rotary and orbital machines specifically designed for diamond polishing. Where heavy cutting is required it is sensible to
Diary Dates 2016
use one equipped with a planetary base plate to prevent tracking marks. This sort of machine is heavier than a normal single disc rotary cleaning machine and will have additional weights to make it ideal for handling the cutting or grinding of lippage from irregular surfaces. If you limit the service you offer to that of removing small scratches there are now also smaller orbital machines that can quite quickly produce an acceptable finish. There are also single disc hand held machines (as with wood sanding) for finishing edges or steps. I don't think Pliny had any specific interest in polishing marble floors, more in the examination and understanding of precious and semiprecious stones, nevertheless there is some interest that what he knew 2000 years ago is relevant to renovating or maintaining beautiful natural surfaces today.
NCCA member referral report Since publishing a referral statistics report in the last issue of Newslink there have been 101 recommendations for full members provided by the NCCA. This number is made up of 51 referrals from the NCCA office and 48 potential customers contacting members directly through the website, together with 2 referrals to members without email addresses (which have been tracked by the NCCA office).
NCCA COURSES Carpet & Upholstery Cleaning 18th - 19th March 13th - 14th May 8th - 9th July 16th - 17th September 18th - 19th November Advanced Spot & Stain Removal 19th February 24th June 7th October Health & Safety for the Carpet & Upholstery Cleaner 10th March 6th October Leather Identification & Cleaning 17th March 17th November All above courses held at NSPCC Training Centre, Leicester unless otherwise stated. Visit: www.ncca.co.uk for booking forms and further details. IICRC COURSES (TUTOR: PAUL PEARCE) Held at Alltec Network, Hertfordshire Tel: 01763 208222 Carpet Cleaning Technician 23rd - 24th February 12th - 13th April 13th - 14th September 8th - 9th November Upholstery & Fabric Cleaning Technician 1st - 2nd March 24th - 25th May 20th - 21st September 15th - 16th November Commercial Carpet Maintenance Technician 17th - 18th May IICRC COURSES (TUTOR: ADAM JANKOWSKI) Held at National Flood School, Surrey Tel: 01252 821185 Carpet Cleaning Technician 1st - 2nd March IICRC COURSES (TUTOR: ADAM JANKOWSKI) Held at Chemspec Europe Ltd, Yorkshire Tel: 01274 597333 (Dates for 2016 courses coming soon) Visit: www.iicrc.org for further details on all IICRC Training Courses.
The survey and the ‘walk-through’
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Paul Pearce
t is common for carpet cleaners to get blamed for many things that aren't their fault, something which could be avoided by conducting a pre-clean inspection and presenting the results of this, in writing, to the client. It may be that a customer has a problem with their carpet, but doesn't notice until they have it cleaned and are closely inspecting the cleaning work carried out. Without reasonable explanation for the problem they will inevitably deduce that it is the cleaners fault. If you failed to perform a survey you may even believe this yourself! A professional carpet cleaning technician should never start the A pre-clean inspection is vital cleaning process without first conducting a pre-clean inspection. Thirdly it is to sell your company, yourself and There are many objectives of this inspection. your services. The way you act and the things you Firstly it is to gather information to assist you in your work (however, never forget that your client say are very important selling tools once you are inside the customer's home. Performing a preis also a valuable source of information). clean inspection will add to the professionalism Secondly it is to put the customer at ease. Noyou portray. one is entirely comfortable letting strangers into Now that we know what the objectives of the their home, so you must work hard to earn their pre-cleaning inspection are, it's time to discuss trust (be careful not to preach, be confident but the step-by-step procedures of gathering not overpowering, and listen to what they have information. to say).
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The 'walk through' Following the initial greeting with the client, you should politely ask if they would show you the areas they are having cleaned. If an estimate was given at an earlier date still request the 'walk through'. Bear in mind that the client may have changed their mind about the type of work to be
Always check the installation, it may not be that good
carried out since the original estimate. Obviously, if this is the case, your work schedule and price will have to be adjusted accordingly. You will normally begin the cleaning process at the furthest point in the home from the exit, so walk through in this direction. Details logged during the inspection should include (amongst others) the fibre type, how the item has been constructed and the colour and style. You must also ask your client if the item has been cleaned
before and assess if there is any damage or cleaning residue from previous work carried out. Pay close attention to the level of soiling. Remember different rooms will have different levels so each must be assessed individually. Also look for the obvious spots and stains, remembering to always ask your client if they know what caused them and if they have attempted to remove them themselves at any stage. Next, consider the condition of the carpet. Are the traffic areas worn or maybe just matted? How is the installation, and are the seams sturdy enough for cleaning? Whenever possible you should stroke the wand parallel with the seams to reduce the stress on them. However, in doorways this is very difficult. So... will the seams hold up to an acrossways cleaning? Furnishings should also be considered. Has your client removed breakables? If not, it's important to inform them that your insurance company will not allow you to move furniture with breakables either in, or on, it. Look for furniture with dark stained legs that rest on the carpet. These will, of course, require special arrangements (such as being placed in another area or immediate Continued on next page
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padding following the cleaning to prevent stain transfer or rust from metal studs). Long curtains and skirts from upholstery should be prevented from resting on the carpet after cleaning. Pin up upholstery skirts and place the bottom of long curtains over a clothes hanger and place this onto the curtain rail. This will avoid un-removable water stains caused by moisture wicking up from the damp flooring onto the dry items. Drying the carpet should also be a concern for the professional cleaner. The sooner the carpet is dry the less chance there is of resoiling, as wet carpet is more susceptible to dirt. And the sooner your client can get their home back to normal the more satisfied they'll be. So, on the 'walk-through', take note of the weather conditions, the ventilation in each room, whether the heating can be used and whether or not forced drying with air-movers will be needed. During the pre-inspection 'walk through' you'll have several opportunities to discuss with your client the condition of their carpet and the processes required for cleaning. Usually, if your client is breathing down your neck during the cleaning process it's because you did not take the time to explain and answer their questions before commencing with the work. Many jobs will have one, if not two, soiling or wear situations that you will be unable to resolve. By discussing realistic expectations with
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the client before the cleaning begins, you will build their trust and confidence. You will also help to eliminate 're-dos'. The post ‘walk through’ The post 'walk through' is every bit as important as the 'pre' but, unfortunately, seldom done. If you do conduct a post ‘walk through’ you will notice that it pleases your client immensely. On completing the work turn off the machine, but leave everything set up until after the 'walkthrough'. This time you ask your client if you may take them through the freshly cleaned areas to make sure the cleaning meets their satisfaction. This will give you an opportunity to point out any particular problems (hopefully pre-qualified) that you may have had. If they're unhappy with a particular area, it's much easier to start up the machine and do it there and then rather than having to return again the next day. Always recommend that they stay off the carpet until it is dry to prevent re-soiling, slipping hazards, and for the safety of children and pets. Also point out to your client that the furniture has been padded and the nap set with a pile brush or groomer. This will demonstrate your attention to detail. Finally, the post ‘walk through’ provides an ideal opportunity to sell additional services such as protectors, deodorisers, static treatments, spotting kits and groomers. Once you've proven that you really are 'the best carpet cleaner' people are much more likely to trust and buy from you again.
OPERATIONS MANAGER REQUIRED An exciting new position is being created with a London based long established industry leader. An Operations Manager with a proven knowledge of textile cleaning and a passion for service quality is now required. Performance driven individual who can work with and manage an efficient team to deliver excellence in our field of operations. The successful candidate will be able to demonstrate past successes and formulate future goals within a high end business. Experience of curtain cleaning, carpet and upholstery cleaning are vital to this role. Ability to motivate and manage staff to fulfil targets is essential. The successful candidate will have a proven track record in driving sales and commitment to quality service. ******** Please apply, including C.V. to: G.W.D. Selection,15 Bonser Road, Twickenham, TW1 4RQ.
Out and about
Derek Bolton (Honorary Member)
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Photographs ©Derek Bolton
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t happens every year around this time; yours truly gets dragged around the shops with the family, all female. It's no wonder then that I get dispatched off on my own until such time that I get a call to say they have spent out and the 'taxi' (that's me of course) is required. I don't really mind as I can wonder around the 90% Polypropylene, 10% Viscose furniture/carpet retailers in peace and quiet to see would be a good practice what's on offer and, to bring in if you don't more to the point, already do one. what may be on the I have always advised future agenda for us that a cleaning to clean. technician should NEVER The first take things for granted; interesting piece of those pesky carpet I came across manufacturers are always coming up with was this 90% Polypropylene pile carpet (above) different fibre blends within their products. with a distinctive pattern on the reverse (see Unless you check you won't know! above top - pic includes product label). The really I moved on to M & S to have a look at some of interesting bit here is that included in the pile their fabric samples. I love to look and feel the blend are 10% Viscose fibres (tempting to clean texture of the various fabrics and try to guess with high alkaline cleaners but, unless what the fibre blends might be… sad isn't it… I neutralised, could leave an unexpected ought to get out more! appearance of cellulosic browning). A burn test
I love M & S as they have a wonderful selection of fabrics covering their soft furnishings, not forgetting the samples that are available. As I looked around my eye settled on a luxurious
Another very smooth 100% Polyester pile fabric I found, this time covering a cushion (see pic below), could also be mistaken for Viscose Rayon‌ don't forget to test, you will soon know. 100% Polyester
There was a wonderful selection of cushions on the rack
100% Polyester
shiny pile fabric covered settee (pictured). I have seen similar fabrics which have been 100% Viscose Rayon - a cleaner's nightmare unless you know how to handle it. There was no swatch on the item so it was a case of shooting across to the sample rack where I found the fabric and, to my surprise, it was 100% Polyester‌ a very durable and cleanable fabric indeed.
Whilst scouting amongst the cushion rack I found quite a few other interesting items and, one in particular, caught my eye - a brightly coloured cushion that would grace any plain fabric covered item of furniture. This particular cushion (see first pic overleaf) was 100% Cotton fabric made in Continued on next page
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53% Viscose, 47% Polyester 100% Cotton on reverse
India; I couldn't get a sample of this fabric (maybe next time).
dealing with some greasy black marks and opted for a high alkaline spotter‌ it all went pearshaped very quickly!
Cushion: 100% Cotton fabric - made in India
Why did I zoom in on this particular item you may well ask? Well, several years ago I came across a 100% Cotton peg rug (below) that turned out to have very loose colours in it. It was one of those scenarios where the technician had
Another interesting upholstery cover from India (see above) had the following fibre blend - 53% Viscose Rayon, 47% Polyester and the backing fibres were 100% Cotton. An interesting little fabric there for us to clean... gently does it!
100% Cotton peg rug (dye bleed)
40% Cotton 40% Viscose 20% Linen
listened to the advice given on the cleaning of it (up to a point) but then deviated when it came to
Yet another sample I came across (directly above) was a lovely flatweave fabric in black, red and
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Photographs ŠDerek Bolton
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cream with just a hint of green, containing the following fibre blends: 40% Cotton, 40% Viscose, 20% Linen (absorbent, cellulosic, possible sensitive dyes present). Oh, and the cleaning instructions stated‌ PROFESSIONAL CLEANING RECOMMENDED. DO NOT DRY CLEAN.
an easy one to clean, and it certainly is PROVIDING you don't forget about the absorbency levels of each fibre and also their reactions to high alkaline cleaning chemicals. Oh, and just to keep you on your toes, the cotton fibres may have been dyed using an acid sensitive dye (always test!). Something for you to bear in mind is that a burn test (although a very useful test to perform wherever possible) may be quite ineffective when large numbers of different fibres are present within the fabric. So before diving into a clean always evaluate, as far as you possibly can, just exactly what it is that you are dealing with. Look for a safe but effective option of cleaning. If you feel the need to use a stronger chemical, say for spotting, don't forget to neutralise and rinse out after it has done its job. Practice on spare bits of carpet and fabric before launching your techniques onto a customer's pride and joy (is your Insurance Policy up to date?). Have fun‌
NCCA on Facebook Finally, let's have a look at another fabric (see above) that was on display; it's a very difficult one to identify by the visual approach so, once again, testing (a burn test) would provide a better insight. The fabric is 82% Acrylic (that's the fibre used in the Dralon fabrics of old) together with 18% Cotton. On the face of it it's
Did you know that the NCCA have two Facebook pages? 1) Industry-facing page www.facebook.com/nicky.law.315 2) Consumer-facing page www.facebook.com/NCCAcarpetcleaning
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Take a walk in your customer’s shoes Paul Bury Paul Bury is from Sixtyeight (www.sixtyeight.net) - a fully resourced design, marketing and branding agency. In this article he discusses integrated marketing and emotional intelligence.
I
NTEGRATED marketing is about using a variety of techniques which, when combined, provide a faster and more progressive route towards the attainment of business objectives. It's also important to remember that when we talk about marketing we should always include objectives. Without objectives marketing becomes meaningless. So, what constitutes an integrated marketing campaign? Advertising, press relations, email marketing, exhibition attendance, a dynamic and hardworking website and engaging social media content is one example of an integrated campaign. Integrated marketing is based on the concept of synergy; employing more methods and techniques together effectively will generate a bigger return on investment. As stated, it's important to define clear
Integrated marketing is based on the concept of synergy
objectives for your business and then align your marketing communication activities to have the biggest impact. As an example your ideal campaign may include magazine advertising, together with quality editorial, supported by an intuitive and informative website supported by well written product literature. All elements are important individually, but collectively they create the optimum environment for a sale to take place and maximise the return on investment. Becoming even smarter: What if we could combine an integrated campaign approach with
a message that uses 'emotional intelligence' to strike a chord with your target audience? If you can relate, empathise and persuade, you'll create a more powerful campaign more likely to succeed. But how can you develop this emotional intelligence so that you can get on the same wavelength as your customers? There are a number of techniques, some of which are outside the scope of this article, but one key method is to understand your customers' problems, concerns and issues by ‘walking in their shoes’.
Through a process of questioning and analysis you can identity problems or issues your customers have and, crucially, how your product or service can solve them. It's about empathy and showing your customers that your product or service can take away the pain, stress and hassle they may be experiencing, thus allowing profitable transactions to take place. We recommend you undertake a four-step process to understand on an emotional level how your customers think. Once this process is Continued on next page
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complete you should then talk to your close customers and ask for feedback. The more information you gather the better your campaign execution.
exercise. By taking the time and care to work through this step-by-step approach it will give a much sharper edge to your communications. As mentioned previously, if you then discuss this with your customers and ask for feedback you'll have a much more well-rounded 'emotionally intelligent' picture of what really matters to them and, as you come to understand them in greater depth, you will be able talk to them more effectively. Article republished by courtesy of Contract Flooring Journal (CFJ)
TrustMark Statistics for 2015 The four-step process is: STEP 1: Picture in your mind the key benefits your customers want to achieve by using your product or service. We need to get inside their heads and almost replay the movie they are in. Try to list six or seven key benefits. STEP 2: List at least seven specific words or phrases your customer would use to describe the exact benefits of using your product or service. STEP 3: List the key problems or concerns your customers want to avoid and/or solve that your products or services would deliver. STEP 4: List key words or phrases that communicate the benefits or results your customers want by using your product or service. There are no right or wrong answers as the process itself is the important part of the
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During 2015 the category of Carpet and Upholstery Cleaners on the TrustMark website was searched a total of 73,366 times! TrustMark membership within the Carpet and Upholstery Cleaners category is ONLY available to NCCA members. So, put simply, that's over 73,366 times NCCA members' company details were searched last year by consumers looking for a carpet and upholstery cleaner on the TrustMark website!
Why not join TrustMark this year? Don’t miss out! If you’re not already a member, why not join TrustMark in 2016? To see joining criteria go to ‘Benefits and Schemes’ in the members’ area of the NCCA website. If you would like to apply to become a TrustMark member please ring the NCCA office on 0116 271 9550 or email: admin@ncca.co.uk
Collaboration and conference will improve science - and understanding - of cleaning
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he Institute of Inspection, Cleaning & Restoration Certification (IICRC) and the Cleaning Industry Research Institute (CIRI) have formed a public trust to develop and disseminate cleaning and restoration science. The collaboration of the leading US-based technical, certification and standards-writing organisations serving the cleaning and restoration
industries will begin with a joint technical conference and symposium taking on April 10th 11th 2016 in Atlanta, Georgia. The IICRC is a global, ANSI-accredited Standards Developing Organisation that represents more than 54,000 certified technicians and 6,000 Certified Firms in 22 countries; CIRI is a highlyrespected scientific, educational, and research organisation. “The first conference I attended as an IICRC Board member was a CIRI Science Symposium” says IICRC chairman Tony Wheelwright. “Since then I have worked with CIRI leadership to promote the collaboration between our organisations for the good of the general public. The coupling of our new technical conference which was developed as a companion to our peer review technical journal 'The Journal of Cleaning, Restoration & Inspection' - with the CIRI
symposium is the realisation of that dream”. CIRI chairman Jim Harris adds: “This collaboration joins together two major segments of the cleaning industry: facilities cleaning and disaster restoration-remediation. Each organisation has been a leading voice for technical proficiency backed by science in its market. Working together, we will bring even greater synergy and more progress”. For a conference and symposium agenda and registration information: T: (740) 616-9633 E: carole@iicrc.org org www.iicrc.org / www.ciriscience.org Article reproduced with kind permission of the Cleanzine - www.thecleanzine.com
IMPORTANT NOTICE: Email addresses The NCCA are increasingly contacting members via email to circulate relevant Association information. As such, it is MORE IMPORTANT THAN EVER that we have your current email address logged on our database. If you change your email address at any point, could we ask that you please notify us immediately so we are able to update your details. This will ensure that you do not miss any important information circulated by us. To inform us of any changes, please email: admin@ncca.co.uk or phone the NCCA office on: 0116 271 9550.
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Ken Wainwright
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The carpet was highly soiled with lots of blacktop
My survey showed that minor shrinkage was pre-existing, a couple of seams were 'grinning' and some gripper was insecure. Photographs were taken and supplied at the time of quotation. A quick tidy up with a hammer, some concrete nails and a staple hammer and everything was secure and ready for cleaning. This is now where many technicians have problems. The conflict on this job was that the carpets themselves would be best served by a low moisture clean to avoid shrinkage (trialled but proven inadequate), whereas the actual soiling called for a more intense rinse/extraction process which would almost certainly have shrunk these carpets.
Photographs ŠKen Wainwright
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omething that is drummed into us time and time again during NCCA training is the necessity to perform a thorough inspection prior to executing any element of the cleaning process. From the many observations and tests carried out during this exercise we are then able to formulate a suitable plan of execution. A common issue I come across from not only inexperienced technicians, but often experienced too, is that the needs of the carpet are often in conflict with the needs of the soiling level and/or type. Just recently I encountered a classic example of this conflict. In a residential nursing home I was asked to clean the rather large lounge and adjoining dining area. The carpets were Belgian Wilton and the quality of the installation was not to British Standards. I would classify the soil levels as being high with lots of blacktop areas from food and beverage spillages, plus no-one at the facility was aware of when the carpets had last been cleaned.
This is a scenario where the physics, as well as the chemistry of cleaning, is of great importance. For me, my first choice of product would have been an enzyme or high pH detergent. The polypropylene pile fibre was compatible with this level of aggressive chemistry but, unfortunately, the high-ish levels of application that most detergents require could have aggravated the shrinkage situation. I did actually test this option in a highly-soiled, well secured area but found that a single cleaning cycle did not achieve the results required. This is the point where product knowledge becomes more important. A group of chemicals, frequently referred to as micro-splitters, work in a different way to traditional detergents and application is approximately half the volume. Again, testing showed that two cleaning cycles would be required. But, because of the lower levels of application required when using microsplitters compared to ordinary detergents, I decided that these would be the best and safest option. So (although more demanding) I now had a plan of action that would allow cleaning to be completed in a safer, yet still effective, manner. I started the cleaning process by dividing both rooms into two halves. Half a room was cleaned, and low pressure rinse/extracted, then forcedried whilst I proceeded to clean one half of the adjoining room. The first area of carpet cleaned was then re-cleaned and force-dried again, with the cycle being repeated until all four halves of
carpet had been cleaned and dried twice. Naturally, my clients were delighted with the results and the carpets were dry enough by the time I left for them to be put back into use. From a technical perspective, this was a very rewarding job for me as I know there are some cleaners out there that might have shrunk these carpets. This experience is a wonderful example of how problems can be solved by 1) not rushing in and trying to clean everything with an effective but quick and aggressive clean, or by 2) simply taking the safer approach and carrying out a low moisture process (which may not achieve the required results). Finally… DON’T FORGET, if you are operating with a high level of skill and professionalism, your fees really should reflect this.
NCCA survey forms Using NCCA survey forms will: ŸAllow you to record vital information
including any previous damage or inherent problems. ŸProvide you with an evidence trail in the
possible event of a later problem or dispute. NCCA survey forms are available for members to purchase and come in pads of 100 with a carbonated sheet. For further information, or to place your order, please call the NCCA office on: 0116 271 9550.
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The ‘cleanability’ of carpet fibres - Is wool or synthetic carpet easier to clean? Steve Bakker (The WoolSafe Organisation)
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he debate about which carpet fibre is best has raged for decades and doesn't show signs of letting up any time soon. Having once been a carpet cleaner, for almost a decade, I have cleaned just about every carpet fibre on the market. Putting aside for now the cellulosic fibres like Sisal, Coir and Linen - which need very specialist cleaning methods and techniques - you are left with wool and the synthetic fibres. The two most common synthetic fibres used in carpet manufacture today are Polypropylene and Nylon, with Polypropylene now most favoured in the UK for use in domestic installations. A lot has been said about the 'cleanability' of Polypropylene, how it is 'easy-clean' and supposedly stain proof. So how does wool compare? To answer that we need to understand the difference between maintenance and spot removal and look at each carpet fibre's appearance retention over its lifecycle. The most important issue for carpet owners (in my opinion) is how the carpet in which they have invested, and that they want to happily live with
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Wool carpets are well-known for their long-lasting good appearance
for many years, will respond to what modern living will throw at it. In other words, will it keep looking good, or will its appearance gradually and inevitably deteriorate? This deterioration of appearance can include a number of things like loss of texture, loss of thickness, gradual loss of colour and, yes, appearance of spots that won't come out anymore. All carpets have their strong points and weaknesses. Polypropylene carpets, for instance, are promoted and recommended because of their stain resistance. They are indeed almost
impossible to stain with water-based staining materials (basically because Polypropylene does not absorb water). However, they DO NOT resist oily or greasy stains very well. Polypropylene carpets lack the resilience of wool and, because the fibres don't have the memory to bounce back, the carpet tends to flatten relatively quickly. Although synthetic fibre carpets have a shiny lustre when new this soon dulls. The reason for this rapid decline in appearance is due to the sandy and gritty components of soil that is brought into the home on the soles of your shoes, abrading and scratching the fibre. If you imagine dragging sandpaper over a plastic surface you'll get an idea of what I mean. Wool carpets, on the other hand, are wellknown for their long-lasting good appearance,
based on their excellent 'bouncebackability', great response to cleaning - both dry and wet - and resistance to soiling and therefore retention of colour. Staining, admittedly, can be an issue, but only if stains are left to soak in and penetrate the fibres. If spills are attended to promptly - and expertly - there is seldom a problem. Wool carpets just have that great reputation for longevity that other fibres seem to lack. Synthetic fibres, while initially responding well to cleaning, over time seem to clean less and less easily. The reason is that as the fibres get damaged the little cracks and fissures that develop in the individual fibres trap dirt and spillages, which then become almost impossible to get out again. The carpets then start to 'ugly out'‌ When correct cleaning techniques and chemistry are applied, wool carpets are easily maintained and retain the highest level of Polypropylene carpets appearance. This is why, despite the are recommended for their stain resistance slightly higher price tag, they are still the carpet of choice for installations where appearance is paramount. There is a general lack of knowledge and understanding about how wool carpets are best maintained‌ By what technique? Using which cleaning agents? Where can you find out? That's where Fibre Care Specialist training comes in! For more information go to: www.WoolSafeAcademy.org
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Upholstery cleaning - Pre-existing hidden damage NCCA Library
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ome pre-existing damage on upholstered furniture will be obvious, such as torn fabric and other conditions that may not be correctable, and these will obviously be noted on your inspection survey before undertaking the cleaning process. Unfortunately some pre-existing problems will not be so obvious and may be hidden by heavy soiling, only becoming evident after the cleaning begins, such as: 1) Colour loss - Soiling can damage colour. Body oils, and especially salt from perspiration, may cause a significant amount of colour loss. The condition is most often seen in very dark fabrics. Colour loss can also result from exposure to sunlight and from airborne pollutants. All colour loss will become more apparent after cleaning. 2) Loss of 'finish' or 'glaze' - Some fabrics have a shiny finish that is easily damaged by body oils, soiling and abrasion. In some cases cleaning may remove this finish. Most often, however, the finish is durable to cleaning but wears off in heavy usage areas such as arms and cushions. As with colour loss, this damage is often not apparent until after cleaning. 3) Texture damage - The cushions and tops of the arms of velvet furniture will matt down after even light use. Depending on the fibres used, this
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dulled appearance may be permanent. Natural fibres are harder to bring back to their original appearance than synthetics; even synthetic materials, however, may be permanently distorted. Grooming a velvet fabric after cleaning should remove wand marks and restore much of the original softness, but unfortunately it will not make heavily worn areas 'as good as new'. If proper care is taken to communicate with your client, issues arising from these potential problems will be minimised. If soiling is heavy and you suspect there may be issues arising from the cleaning process, then before you begin to clean the fabric you must discuss this with your client and record your concerns in writing. Your customer has the right to know up front, and it will protect you from expensive claims later.
Want to become a Textile Insect Pest Technician? Do the training and exam on your own PC at home!
Get a starter pack and enter this very lucrative market
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
“It will never happen to me!” - Responding to an accident in the workplace James Appleby (Eversheds LLP)
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hereas most organisations and employees would acknowledge that health and safety is important, as a focus point the health and safety message can easily be diluted by other priorities that seem more immediate to the day-today operation of a business. As a small business it may be easier to assume that serious safety incidents are unlikely to arise or to take an “it will never happen to me!” attitude. The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (“RIDDOR”) place a legal obligation on employers to report various types of workplace incidents. In 2015 there were over 76,000 such reports made by organisations in the UK in relation to injuries in the workplace. Clearly then the “it will never happen to me!” attitude is frequently proven to
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be a poor philosophy when it comes to the management of safety. It is, therefore, paramount that when an incident arises you have a plan in place to deal with it effectively. On this note we will briefly examine the actions that should be taken following an incident occurring in the workplace. The actions apply to large and small organisations in equal measure. Where do I start? Incidents are, by their nature, unplanned and the
'picture' can change rapidly; this should be borne in mind when considering the following general points: 1) The Golden Hour It is important to consider and take action immediately following an incident, once all medical needs are taken care of. For all parties a 'golden hour' exists which represents the best opportunity to gather information and evidence before it becomes tainted, unclear or lost for good. It is essential to immediately take control and consider the following: ŸMake the scene safe - There may be ongoing safety issues, such as live electrics or exposed chemicals. It is essential that the risk of someone else being harmed is eliminated. ŸTake control of the situation and calmly secure the scene - Ensure the scene of the incident is left intact, this will allow as much quality information to be gathered as soon as possible and prevent contamination. There may be a desire to 'carry on with business', but this can often be at the expense of obtaining helpful evidence. If there is a risk that evidence will be lost then use cameras and other equipment to capture the scene. Take control of any equipment or materials at the scene. ŸIdentify all persons present at the incident Keep a record of all individuals who were present at and around the scene at the time of the incident, including those who are not employees. It will be essential to discuss the events surrounding the incident in detail at the
appropriate time. This information may be required by the Police or other investigators and will also be essential for any internal investigation. Ensure full contact details are obtained if third parties are involved. If possible, take short statements from them at the time of the incident, when the facts are fresh in their memory. It will be essential to discuss the events surrounding the incident with all individuals who may have witnessed it
ŸInstigate Crisis Procedure - If you have an incident/crisis procedure you should follow it.
You may need to instruct solicitors and take legal advice. At the very least you should notify any senior members of your organisation so that they are aware of the incident. You may also need to notify your insurers and they can be kept updated of any developments. ŸDelegate tasks and responsibilities - It is important to allocate/delegate roles to individuals to assist with the immediate required Continued on next page
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actions following the incident such as liaising with family members, regulators and resolving ongoing business activities. ŸBe wary of emails/notes - Refrain from committing anything about the incident to paper (including email) so far as possible. Most importantly, avoid any speculation or guessing as to what might have happened. 2) Liaising with Police/Fire Service/HSE ŸPrepare for the arrival of the regulator - The Police or other investigators should be cooperated with fully. Demonstrating that you/the company is in control of the situation may dissuade an investigator from taking immediate enforcement action. ŸNominate a point of contact for the regulator One member of the crisis team on site should be appointed as a responsible person to be the point of contact with the regulator when they arrive on site. Ensure this person takes notes of requests from the regulator and takes copies of any documents provided. No-one else should supply documents to the regulator without first speaking with this main point of contact. 3) The Aftermath ŸComply with the requests of the regulator - It may be appropriate to make some space/a room available for the regulator in the early stages following the incident and offer appropriate hospitality. ŸOffer support - Employees and family members may require support. Where appropriate you
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should provide counselling/similar support. ŸEstablish an investigation team - Establish a small team to hold appropriate responsibility to lead the internal investigation. Details of the accident should be limited to this group, with a short non-contentious statement provided more widely so that others within the business are not tempted to speculate or spread gossip. ŸEstablish a communications team - Having a clear, official line of communication through a central team/individual will allow for a better managed investigation. Depending on the size of your organisation, it is essential that a sensible internal communications strategy is agreed upon to keep other employees informed and prevent hearsay and rumour. ŸReturn to work - It is important for the organisation to return to 'normal' as soon as possible. Summary In the coming days, weeks and months following an incident it is likely that various bodies, such as the Police and regulators, will want to launch investigations. It is essential that, as well as cooperating fully with this, organisations ensure they consider their strategy. Seek guidance from legal advisors to manage this complex process. How this process is handled can make or break a case. It may never happen to you but having a plan in place for the day the worst does happen should be a vital part of the armoury of all businesses, whatever their size!
NCCA Corporate Members + Allied Insurance Services Ltd: 0844 8156211 (I) + Alltec Network Ltd: 01763 208222 (C/M/F/T)
NCCA Member Benefits Adelante Merchant Services 01628 820500 BeValued - Home Options (specialist claims management - insurance work) Call Shaun Mulvey on 01323 418432 Control Account PLC 01527 882901 Hibu (previously Yell) Ask for Corporate Advertising Department 0808 100 7890 HMCA (free legal & counselling helpline) 0117 934 2600 HMCA (medical health cover) 01423 866985 Payatrader 01296 660177 SiteWizard (website creation) 08450 608860 Thompson Local Call 03330 145 045, or email info@thomsonlocal.com quoting “Scheme 1” in the subject line TrustMark (Ring NCCA Office) 0116 271 9550
Corporate Member Benefits 20% off RESEARCH and CITRUS products for all NCCA members at Cleaners Warehouse! Go to www.cleanerswarehouse.co.uk (A registration page has been set up on the site for NCCA members)
+ Amtech UK: 01444 232211 (C/M) + Ashby's Cleaning Equipment: 01795 436999 (C/M/E) + Bio Productions Ltd (inc. Stapro): 01444 244000 (C) + Camberford Law (insurance brokers): 0208 315 5000 (I) + Chemdry Franchising Ltd: 01482 872770 (C/M/Fr) + Chemspec Europe Ltd: 01274 597333 (C/M/T/D/F) + Cleanerswarehouse Ltd: 01772 434333 (T/C/R/M) + Cleaning Systems UK: 01334 656787 (C/M/T/F) + Cleansmart Ltd: 0115 8240034 (T/C/R/M/K) + Cleantec Innovation Ltd: 0870 733 7733 (T/C/W/M) + Columbus Cleaning Machines Ltd: 01772 426527 (M) + Crisp & Brite: 01509 881137 (C/M) + Dri-Eaz Products Ltd: 01908 611211 (C/M/T) + Dry Fusion UK Ltd: 01772 433711 (C/M/T/W/Fr) + Furniture Clinic Ltd: 01207 279964 (C/Tr) + Get Booked Up Software: 01405 813665 + Gleaming Insurance (insurance brokers): 0845 4740068 (I) + Hi-Tec Cleaning Group: 02866 341416 (C/E/F/M/T) + Host Von Schrader Ltd: 01244 289256 (M/C) + LTT Leathercare: 01423 881027 (T/Tr) + 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) + Print & Deliver Ltd: 01628 633336 + 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) + Robert Saunders Marketing Mentor: 08450 537129 (K) + Safeclean: 01235 444700 (Tr) + Sebo UK Ltd: 01494 465533 (M) + ServiceMaster Ltd: 0116 275 9000 (M/C/Fr) + Stainshield Ltd: 01372 841467 © + Textile Cleaning Solutions: 01934 521155 (M/C) + The Ultimate Floor Sanding Co.: 00353 91846488 (M/C/Fr) + The WoolSafe Organisation: 01943 850817 + Vaclensa: 0161 728 1800 (M) + Worldwide Cleaning Support: 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 Blinds / Fi - Finance / Tr - Training.
CLASSIFIEDS EQUIPMENT FOR SALE Chemspec hose reel for truck mount (plastic) £200. Contact aquadriinfo@btconnect.com for further information or contact Andy on: 07970 544806. EQUIPMENT FOR SALE s/hand Extracta Scrubba Deluxe. Heavy duty motor. Height and handle adjustment. 13" cleaning width, twin brushes (requires Extracta cleaning machine to couple to, or can also be connected to TruckMount). Ideal for large areas. Surplus to requirements. £375. Buyer collects or we could meet. Call Tim Stockdale on 01904 413612. EQUIPMENT FOR SALE Due to retirement the following items for sale; 2 Sebo vacuum cleaners and bags; Sebo Duo; stainless steel spray can; 2 black fans; Ashbys Power Brush (hardly used/as new condition); Ashbys V2 water heater (almost as new); carpet dryer with stand; 74 feet one and a half inch vacuum hose, 26 feet water hose, 64 feet 1 inch hose (all hoses unused/new and good quality), 2 new hose bags; large range of unopened chemicals; brushes; plastic sheets and towelling; numerous miscellaneous items. Contact Philip on 01865 882345 (Oxford) or Email: philip8823@gmail.com JOB VACANCY (CARPET & UPHOLSTERY CLEANING TECHNICIAN) We are looking for an experienced, full time, Carpet & Upholstery Cleaning Technician to work for an independent specialist business in Norwich, Norfolk. Please contact Danny on 07716 475415 to discuss further. EQUIPMENT FOR SALE Dowding & Plummer contrator400 carpet/floor scrubber/polisher (slow speed - 105 rpm approx.) including buckets with stand and mops and pads. All can be used again after servicing £400 o.n.o. Call Jon on 07736 512527 up to 8pm. Based in West Midlands.
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EQUIPMENT FOR SALE - IDEAL FOR NEW BUSINESS Everything you need to start carpet cleaning, including: Ashbys Ninja adjustable up to 400psi with Dry Cleaning Functionality built in, 2 x 25m vacuum hoses, 1 x silencer hose, 1 x wand, 1 x upholstery tool, 1 x dry cleaning solvent tool. Sebo Duo agitator. Sebo Vacuum BS36. 1.5hp blower dryer. Truvox high speed buffer. Prochem Stain Removal kit. 2 x 6 litres pressure sprayers. 1 x 1 litre upholstery/spot sprayer. 1 x vinyl mat for Ninja and 1 terrapaulin sheet. Huge array of chemicals including: Prochem: Power Burst, Defoamer, Pre Spray Gold, Natural Carpet Cleaner, Fabric & Fibre Rinse, Browning Prescription and Odour Fresh; along with Ashby's: Supreme Anti Grease and Extra Fresh. Box of other bits including: shoe covers, brushes, polystyrene pads, measuring jugs, dry compound. All in excellent condition. Selling as my second business is consuming all of my time. Selling for £1950. Contact Richard on 07903 841534. CLEANING TECHNICIAN REQUIRED An exciting opportunity is available for an experienced Carpet & Upholstery Cleaning Technician to do a 2 - 3 month temporary placement in Dubai! The successful applicant will work with a team, primarily on domestic jobs, and will be expected to train the team in best practices. No previous management or supervisory experience is necessary as long as the candidate is personable and has good technical experience. Work visa and flights provided along with a competitive salary. For more information email Sid at: siddarthdalamal@gmail.com WANTED - SHADOWING OPPORTUNITY Manchester based technician looking for opportunity to shadow another carpet technician. Already familiar with all cleaning aspects and done over 30 jobs in past year. Just looking to gain more confidence in the process. Compensation for your time will be provided. Contact Kamila Logozny on 0161 4084457.
CLASSIFIEDS CARPET CLEANING EQUIPMENT FOR SALE Host freestyle machine for sale, complete with 3 sets of brushes. Machine is approximately 10 years old but little used - £1500 o.n.o. There are also (as nearing retirement) various other bits and pieces as for sale. Contact Stephen on 07766 327327 (Essex). EQUIPMENT FOR SALE 3 Ozone plates 4'' x 6'' to fit Jetazone 600 ozone generator - £15.00 for the 3, plus £5.00 p & p. Please phone Pete Collins on 07885 804560. CLEANING AND RESTORATION EQUIPMENT 2 turbo dryers, 1 whole room dryer, 2 Dry Fusion machines with pads, 1 hard floor buffing machine, 2 dehumidifiers (Dri-Eaz). Offers accepted around £2000. Ring Mike James on: 078818 074346 or email: mjames1963@sky.com CARPET CLEANING MACHINE FOR SALE Prochem Steempro 2000 Powermax - twin vacuums, 150 p.s.i. solution pump, serviced regularly. Vacuums have been replaced regularly. Comes with 25ft vacuum and solution hoses, also a twin jet swan-neck wand. Price £695.00. Call Steve on 07973 264783 (Farnborough, Hants). TOOLS AND CHEMICALS FOR SALE One 5.4kg tub of host powder (unopened). Retails at around £29 - only £12. Also Kleenrite curtain cleaning tool - £25.00. Contact Lester Gale (oxfordshire) 07949 207777. RETIREMENT BUSINESS SALE (POA) Easy hours. Highly profitable. Long established. Large scope for expansion. Fully equipped (truck mount). Low overheads. Includes stock for 6 months. Loyal customer base. Many maintenance contracts. Passive monthly income. Marketing programme. Relocatable on south coast (Solent area). NCCA registered. Established website. Equipment included for carpet cleaning, upholstery cleaning and hard floors. Full training supplied. The complete package… Phone Ken on 01329 316078 for more info (answer phone, I will call you back).
BUSINESS OPPORTUNITY SOUTH GLOS/NORTH BRISTOL Quality carpet and upholstery cleaning company (currently mostly domestic) require a trained assistant/partner to help expand the business on a profit sharing or partnership basis. Call Robin (evenings) 07545458299.
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.
You can advertise FREE OF CHARGE within the classifieds section of Newslink. For further information call Nicky Law on: 0116 271 9550.
NCCA Shop Are you making the most of your NCCA membership? Have you got an NCCA tie, badge, leaflets, survey forms or van stickers? To see all the NCCA items for sale, log on to the Members' Area of the NCCA website.
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