March 2011

newslink

ncca

Features:

Oriental Rugs Berber Carpets ŠMatisse by Axminster

March 2011

The official journal of the National Carpet Cleaners Association

Contents

Published monthly by:

03 From the editor

The National Carpet Cleaners Association

03 Renewals 2011/2012 reminder

62c London Road, Oadby, Leicestershire, LE2 5DH Tel: 0116 271 9550 Fax: 0116 271 9588 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk

04 Chem-Dry’s Kilimanjaro challenge 06 Exterior stone paving 08 Restoring the lion’s pride 12 The cleaning of Berber carpets 14 Sub-contracting and the One to One rule 16 Characteristics of Oriental rugs 19 The new health and safety course for carpet and upholstery cleaners 20 Before it reaches our taps

Editor Nikki Law Editor in Chief Keith Robertson Design Editor Nikki Law CEO/Finance and Admin Director Nick Johnston

24 Social Media in small business

Company Secretary/ Technical Director Paul Pearce

27 Want a short term loan... Why not

Training Director Pawlo Woloszyn

22 Your business website - how to get it right

ask your customers?

28 Corporate Manslaughter 30 Hard floor care course coming soon!

Marketing Director Keith Robertson Member Liaison Director Glyn Charnock Associate Liaison Director Denise Pitt

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.

Events Director Nigel Lay

©Carpet Cleaners Association Ltd 1994 (Trading as the National Carpet Cleaners Association).

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

page 2

From the editor

D

uring the last month we have fully launched ourselves into the world of Social Media Marketing (SMM).

For small businesses and non-profit organisations, like the NCCA, it is an excellent way of generating exposure with very little - or no - cost involved. Our goal in the next year is to create an open line of communication with existing contacts, build new relationships and become known to a wider audience. We will be using SMM, along with our website and Newslink, to keep you informed of Association news and upcoming courses and events.

We can be found on Facebook at: www.facebook.com/NCCAFloorCare and Twitter at: www.twitter.com/NCCA_floorcare_ When you have located us on Facebook remember to add us as a 'friend' and click on the 'like' tab wherever you can. I have been informed that this will push us further toward the top of the list if we are searched for. When you have found us on Twitter, click 'Follow' to follow us.

It is important to point out that Social Media is not intended to replace our existing marketing campaign, the main objective of which is the inclusion of editorial in as many home, women's Nikki Law interest and lifestyle magazines as possible. Success in this area will, of course, open a direct pathway to a vast number of potential customers for NCCA members, as well as creating a general awareness of the Association and our role within the industry.

It is an area of journalism which is notoriously difficult to penetrate but CBI marketing, our outside consultants, have worked hard to forge relationships with editors and produce suitable articles, some of which have been agreed for future issues, including features for the high-profile magazines Good Housekeeping and Your Home.

We are also continuing to regularly include editorial in the trade press.

Renewals 2011/2012 reminder

A

s reported in the February issue of Newslink, the renewal invoices for 2011/2012 will be sent out on April 1st, being due for payment in full by May 1st 2011.

There will be an increase to the subscription fee in line with inflation which means this year Full membership will cost ÂŁ215 + VAT and Associate membership will cost ÂŁ250 + VAT. We have had a number of enquiries from members regarding spreading the cost of the fees after the credit facilities offered by Premium credit were withdrawn last year. Having been unable to find another company prepared to offer a similar service, we have looked at other ways to assist members should they need it. We can therefore inform members that they can split the subscription fee by signing an agreement form (supplied by the office) for recurring transactions using their credit or debit card. This facility will only be available upon receipt of the signed mandate from the member, will be over four consecutive months and must be strictly adhered

to. The secure payment will be set up via our website, using FuturePay but is only available on a limited number of cards. Please contact the office for further details.

Another requirement of your renewal is proof of your insurance. Again, this year, we will only be accepting Public Liability schedules that clearly state that they include either Treatment Risk or Products Liability. For various reasons, the administration of membership renewals is quite complex so we therefore ask that you make sure you send all the correct required documentation along with your payment, which will aid in the swift processing of your renewal.

Important Notice: All members who have not yet completed a full year of membership will still be receiving a subscription invoice due on May 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. page 3

Chem-Dry’s Kilimanjaro challenge

M

ount Kilimanjaro, the world's tallest freestanding mountain, is currently home for a group of individuals from carpet and upholstery cleaning franchise business Chem-Dry, who will spend a total of six days trekking up the mountain in an attempt to reach the summit in aid of their Charity of the Year, Asthma UK. Over the six days participants will climb 5,985 metres, encountering various climates, including rainforest, moorland, desert, and finally freezing temperatures towards the summit. Living conditions will be basic and uncomfortable at times and the individuals will also have to contend with high altitude.

Over the past six months the participants have thrown themselves into gruelling training walks and intense gym sessions which will stand them in good stead to reach the summit, Uhuru Peak.

Chem-Dry head office employee and challenge participant, Leanne Maronitis commented before the group left for the climb: “I can't believe we're about to embark on the biggest challenge of our lives so far! I am really

excited now and starting to feel the butterflies already! We have a great team and it's going to be an amazing adventure!”

Iain Cassidy, Asthma UK Corporate Trusts and Statutory Team Manager, commented: “Asthma UK is delighted that ChemDry is taking on the Kilimanjaro challenge in aid of our charity. The event is a step into the unknown for the group and we are appreciative of the extensive preparation and training the team have already undertaken.“ The challenge is expected to raise over £8,000 for Asthma UK and has been generously supported by business contacts and participant friends, work colleagues and family. Main corporate sponsors include LDC (Lloyds Development Capital), Terry Waters French Polishing, KC Communications, Johnsons The Cleaners, Praxis42, Lakestar Media, Britannia Movers International and Dri-Eaz Ltd. Chem-Dry were also sponsored by other companies within the carpet cleaning industry, including the NCCA.

NCCA member referral results New NCCA Members FULL MEMBERS Ultraclean (St. Mellons, Cardiff) Magic Carpet Cleaning Co Ltd (Harrow, Middlesex) Interkleen (Trowbridge, Wiltshire) Master Care (Leuchars by St Andrews, Fife) Allrooms Cleaning (Seer Green, Buckinghamshire)

Since publishing a referral statistics report in last month's Newslink there have been 167 recommendations for full members provided by the NCCA. This number is made up of 65 referrals from the NCCA office, 83 potential customers contacting members direct through the website and 19 referrals to members without an email address, which we have tracked using the office database.

If you have not yet supplied us with an email address, but would like to receive notification when your details have been given out, please contact the NCCA office on: 0116 271 9550.

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Keith Robertson

Stoneman’s Corner Exterior stone paving

H

aving just come back from my water damaged static caravan I am reminded of the effect that weather can have on both manmade and natural materials. In my case the central heating system failed in the -20° conditions and the water in the toilet cisterns froze, allowing the contents to expand and crack the cisterns, permitting a copious and never ending supply of water to flush through the van.

Ten days of dehumidification and air movement removed the moisture and now I am counting the cost of the damage. Needless to say the insurance company baulk at the notion that the cost of replacing the cisterns or taps should be at their

expense and only quantifiable residual damage is covered.

It did bring to mind the sorts of problems that some of our customers can face without any likely recourse to their insurers when they use man-made and natural materials outside.

Many of my customers, as part of their home improvement schemes, have invested to improve the exterior of their properties. In detached Victorian and Georgian properties the paved parking areas, patios and paths are being laid in recycled, rather than new, materials to create the right ambiance. Unlike most pavers which are manufactured to withstand the vagaries of the page 6

British weather there is usually no way of predetermining how previously used materials will stand up to our winter conditions.

Bricks don't always make the best surface for exterior paving. Regularly, you will see areas where they have started to disintegrate. The usual reason is frost or ice damage. On an external wall bricks are subject to all weather conditions but as they are vertical water will run down, rather than sitting on, the surface. However, when they are laid horizontally, as a path or paved area, they are much more likely to collect puddles of water, which in winter may freeze and thaw time after time until the surface of the brick literally 'blows'.

I believe that it is possible to purchase bricks which carry an all-weather guarantee but if they are purchased in a salvage yard it is a case of 'let the buyer beware.' If they are intent on using reclaimed material it is a case of 'you pays your money and takes your chance'.

There can even be problems with natural stone. If the stone has previously been used for an internal floor it may have completely dried-out and so when re-laid outside it will soak-up water. Most slabs are sedimentary, which means the original stone was formed in thin layers, so if the slab becomes saturated and then freezes the surface layers may separate or spall and disintegrate. Even metamorphic stone such as slate can be damaged.

Remember it started as mud, which became a sedimentary shale before the transformation into slate so it is quite often flaky.

Another point to note is that in winter it is possible for the bedding mortar to suffer and crumble causing the slabs to settle and in the process create trip hazards. These should be lifted,

the damaged mortar removed and replaced with new material and the slabs re-laid.

There are impregnators designed to protect outside stone and you will be doing your customers a favour if you explain to them the problems they may encounter and how you can help by laying a protector for them - certainly an earner but also, more importantly, a practical and beneficial way of demonstrating your knowledge and expertise to your client.

While on the subject, impregnators - like cleaning products - should be tested before you use them. I am repeatedly reminded that despite the great marketing hype around products, with quotes of amazing 'guarantees', not everything is as good as it is professed to be. Before you fill the shelves with an abundance of ineffectual products, obtain some samples and test them out.

To test an impregnator it is not a bad idea to coat some samples of varying materials and leave them outside in the elements to monitor how they respond over time.

For my new patio I have just been obtained 20 square metres of 50mm thick flame treated granite from a shopping mall refurbishment for a ÂŁ40.00 gratuity to the security guard who made sure it wasn't loaded into the waste material skip.

Granite or not, the slabs which we have just finished cutting to size will be pre-cleaned and pre-sealed with a special impregnator before they are laid.

If you have embraced the new world of stone and tile care and maintenance it is important to keep adding to your knowledge in any way that you can to continue to develop your business. Your good workmanship will be appreciated and your services recommended to others. page 7

Pictured and below: The rug before restoration

Restoring the lion’s pride

A

striking 1920's Khotan carpet was recently repaired at our workshops.

The carpet is full of charm with nearly the entire main field dominated by an enormous stylised lion‌ a quite fascinating character.

Unfortunately, whilst in storage large areas of the rug had been attacked by moths, so the condition of the rug on delivery to us was of a slightly balding

The Persian Carpet Studio lion where the moth larvae had attacked the pile in order to gain nutrients from the protein in the wool. The cotton foundations had been spared as they are of no appeal to moths.

The client already had heat treatment carried out to kill the eggs, larvae and adult moth.

The client's requirements included the cleaning, repage 8

piling of moth damage and hanging the rug on display.

Insect pests are becoming an increasing problem, causing damage to rugs and carpets that are costly to repair. Climatic changes and central heating create the perfect atmospheric conditions for insects to breed all year round. There has been a withdrawal of many insect-proofing agents due to their carcinogenic properties and resurgence in the use of natural fibres in furnishings. As a consequence we have seen a considerable increase in the quantity of rugs brought in to us over the last few years containing insect infestations. Carpets left undisturbed in warm, dark and damp areas such as in storage or under furniture are particularly vulnerable to attack.

Treatment The cleaning of the Khotan carpet involved dust, grit, frass and cocoon extraction and full washing. In the majority of areas that had been attacked by moths the pile had been cleanly munched away leaving purely the back of the knot in place. At the edges of these holes the original vivid oranges at the base of the knots were revealed.

Infilling decision In order to retain the integrity of the piece it was decided to re-pile only the most dominant bald patches, as these had the biggest impact on disturbing the continuity of the design. The carpet was going to be hung on display so did not require full robust re-piling work as it was no longer going Continued on next page

page 9

Continued from previous page to be functional. The wool fibre, texture and colour were matched, and the moth damaged areas repiled.

This technique, by its very nature of replacing missing elements of the construction, constitutes a 'restoration' treatment.

However, it also fits quite happily within 'conservation' parameters of in-filling techniques that avoid harm to the original object, and reinstate the continuity of the design.

The decision not to re-pile all moth attacked wool was important to the client in

fulfilling her ethical and aesthetic objectives. She appreciated that some of the rug's history was evident from the smaller remaining moth-eaten areas where, for example, the intensity of the original orange dye was apparent.

A Velcro hanging system was used in order to distribute the load evenly throughout the length and breadth of the rug. Once in situ we discovered the rug was to be hung as a dramatic feature on a drawing room wall overlooking a room filled with a collection of exquisite works of art all featuring lions.

The lion rug created a wonderful finishing touch!

Pictured and above: The rug after restoration

page 10

The cleaning of Berber carpets

T

he Berber 'style', as it became known, originated from nomadic tribes in North Africa who applied the style to woven rugs.

Original Berbers had loop pile face yarns, which used natural coloured, thick wool yarn. Today they are often made with a tufted construction, thick loop pile with yarns made from polypropylene, nylon and a small percentage of acrylic, however there are also cut pile Berbers being manufactured.

The characteristic flecking or spotting again goes back to the times of the nomadic tribesmen, who used yarns from old worn out rugs. The downside of using recycled yarns was that it did lead to dye bleed when the rug was wet cleaned. In the 'new' synthetic fibres the flecking is accomplished by using space dyed yarns, which has solved the problem of dye bleed.

As with most carpet, occasionally you will encounter problems when cleaning Berber. This can take the form of wicking, bleeding, fuzzing, yarn

Peter Collins

pulling, crushing and yellowing. It is therefore imperative that before cleaning you thoroughly inspect every inch of the carpet, write down any defects on your survey sheet and verbally inform your client of any possible problems.

Start by looking for poorly constructed seams; this is where the risk of yarn fuzzing occurs. It can happen when partial tufts are present as a result of the seam being cut by a technique not recommended by the carpet manufacturer. Berbers are usually tufted by a technique using a step-over stitch. It is very difficult to cut cleanly when the seam is prepared, plus a further problem can arise if the seams are not sealed correctly; partial tufts can remain out of sight until revealed by the agitation stage in the cleaning process. Careful use of napping shears will solve this problem. Poor seam construction is also a result of yarns pulling, which can cause entire rows of face yarns to unravel. This can usually be seen before you start cleaning so page 12

look closely. The unravelling can be compounded whilst you are cleaning and is almost impossible to correct once the yarns have been pulled. This problem would not occur if the carpet was fitted to industry standards. Unfortunately many carpet retailers have cut the price of installing carpets, so

the fitters have no option but to cut the quality of their work, however this does not apply to quality retailers.

Wicking can occur in different colours and yellowing can have many different causes that are unique to Berbers. One type of yellowing stems from its construction of large diameter non-twisted continuous filament yarns; this style of yarn is subject to filament slippage and pilling. It can occur if the latex mixture that is used to securely lock the filament/yarn does not bond properly to the bundle yarn. The manufacturers have overcome this problem by adding detergents to the latex; this permeates through the filament/yarn for greater penetration and superior bonding. The downside to this (for carpet cleaners) is that over wetting, flooding or improper cleaning results in residues of the detergent/latex wicking to the surface causing yellow/brown discolouration on the tips of the yarns. This cannot be reversed by chemical action or re-cleaning. Correction of this phenomenon can be successfully achieved by using the absorbent compound technique. This takes time so do not be tempted to rush the process.

Another wicking problem in Berbers that can arise after wet cleaning, or flooding, is black or dark grey discolouration caused by soil and moisture moving from the base of the face fibres to the tips during the drying stage. This problem can be eliminated by thoroughly vacuuming before you start the cleaning process. Wicking that occurs on fibres with low absorptive powers, such as polypropylene/olefin, poses a greater challenge to your cleaning skills, however if you vacuum thoroughly (as in the previous scenario), before wet cleaning, to remove as much dry loose soil particles as possible, you can minimise the problem. Fast drying after cleaning also helps. Low moisture cleaning systems can be used to prevent wicking, especially in light coloured polypropylene Berbers.

Crushing is also a problem with Berbers, especially in traffic lanes. The face yarns flatten over time, which happens more quickly in low resilience fibres such as polypropylene/olefin, however wool and nylon have a better resilience. Textured sculptured low resilience fibre Berbers can also be troublesome, as these tend to lose their pattern; remember to note this on your survey form.

Face yarn identification is essential in deciding how you clean the carpet and predicting what can be achieved. The relevant fibre tests will determine the fibre content, so don't forget to do your burn test, solubility test, microscopic test and float test, or you may regret it. page 13

Sub-contracting and the One to One rule

I

n April 2007 the Association introduced the One to One rule as a means to ensure that all employees at least have a basic knowledge of carpet cleaning before being allowed to work with the public.

As with all new schemes a number of questions arose from members and these were dealt with in an article in the February 2007 Newslink. It is possible to access this article on the NCCA website within the members section.

The One to One rule specifically dealt with employees whether full or part-time. The article also highlighted the difference between a proactive assistant who actually used equipment and a helper who is literally that, a person who fetches and carries, who may unload and assemble the kit; fill and empty the extractor; possibly participate in the pre-vacuuming but does not share in the actual cleaning of the carpet or upholstery. It was explained that a helper did not have to receive the same level of training and there was not a requirement to provide proof of training for them.

Since then a further question has been raised that has needs to be addressed and after discussion at the last board meeting it is possible to do so now.

A number of members, in the course of their business, subcontract work to other carpet cleaners for varying reasons including the fact they are too busy or they have an out of area job to attend to.

This is the business of the member and not an Association matter.

It is not for the NCCA to legislate as to who any member can or should do business with. In an ideal world it would be preferable that all subcontractors were also fellow members but it has to be recognised that there are many experienced and well trained carpet cleaners who are not members of the NCCA. In the first instance it is important to ensure that one's company insurance complies with any subcontracting that you may participate in. Most annual insurance documents have a question

Keith Robertson

requiring the insured to provide details of any subcontracting that may take place. Failure to notify them or to correctly provide the required information could negate any future claim that the company might become involved in.

Also, there is a need to review what responsibilities you have to your customer regarding subcontracting the work to another carpet cleaner. Some business customers have strict rules about who they allow on their premises, or are permitted to carry out work in them, and it is important that these requirements are adhered to before allowing another person or company to carry out work for them.

We are talking of subcontracting and not referring. From time to time a member may refer another member to an enquirer and after that have no further involvement. Subcontracting is quite different. In most cases there will have been a negotiation of requirements with the customer, an agreed method statement and at the conclusion of the work an invoice. It is completely up to the subcontracting member to ensure that all of this is done correctly.

The one thing a member should not do is suggest that the subcontractor has anything to do with the NCCA if they are not a member. Any work obtained on the basis of a company being an NCCA member and then subcontracted to a nonmember could in some situations be viewed as fraud.

It would be incorrect to take on work, solely on the basis of being an NCCA member and then to subcontract this.

Should a problem develop with a specific job where a subcontractor has been used who is not an NCCA member the originating member will not be able to utilise their membership of the NCCA to mediate.

Should a customer contact the NCCA direct and it becomes clear during the investigation that the work was carried out be a subcontracted nonpage 14

member, it would need to be explained that the Association has no jurisdiction over that company and they would have to resolve any dispute with the original member company.

To reiterate, it is not for the NCCA to attempt to restrict any member from carrying out the operation of their business in the way they have chosen, but it is important to appreciate where the use of a non-member subcontractor might have an impact on the Association.

Cheque guarantee cards Ken Wainwright Terms of payment for many tradesmen (which includes we carpet and upholstery cleaners), is typically for net on completion.

It is quite rare for householders to have cash available for such payment, so many will pay with a cheque, often supported by the issuing banks' plastic Cheque Guarantee Card.

As of 30th June 2011, these guarantee cards will cease to be valid. Although you will still be able to receive payment by cheque, you will do so without any guarantee that the payment will honoured by the customer or the bank.

If you consider the withdrawal of these cards to be detrimental to some or all of your transactions, you will need to make other arrangements for payment.

To find out more information, visit the UK Payments website at: http://www.ukpayments.org.uk/files/candc/fact_sh eet_-_retailers.pdf

Diary Dates 2011 NCCA COURSES Carpet and Upholstery Cleaning 25th - 26th March 17th - 18th June 16th - 17th September 25th - 26th November Health and Safety For The Carpet and Upholstery Cleaner (NCCA members only) 17th March 16th June 15th September 17th November Spot and Stain Removal 18th March 18th November Hard Floor Cleaning 5th - 6th April 3rd - 4th November Leather Identification and Cleaning 12th May 14th July 14th September NCCA courses held at NSPCC Training Centre, Leicester unless otherwise Stated.

Visit: www.ncca.co.uk for booking forms and further details.

IICRC COURSES (SURREY) Water Restoration Technician 12th - 14th April with Adam Jankowski Held at National Flood School, Farnham, Surrey. Tel: 01252 821185

carpet care survey form Provides all the information you need

before starting a job.

Allows you an opportunity to pick up on previous damage.

Provides an evidence trail in the unlikely event of a dispute.

Only ÂŁ19.50 per pad inc. VAT or 3 for ÂŁ50 Tel: 0116 271 9550

IICRC COURSES (HERTS) Commercial Carpet Maintenance Technician 4th - 5th May with Paul Pearce Held at Alltec Network, Royston, Hertfordshire. Tel: 01763 208222

Visit: www.iicrc.co.uk for further details on IICRC Training Courses page 15

Characteristics of Oriental rugs

T

he term 'Oriental' is a label used to describe hand made rugs from various corners of the world. Consequently, hand made rugs and carpets from Iran, India, Pakistan, Afghanistan, Russia and many other rug weaving areas are described as 'Oriental'.

A genuine 'Hand Made' rug is completely woven and knotted by hand. The term 'Hand Tufted' is normally applied to rugs and carpets which are produced by a hand held tufting machine and are similar in construction to mass produced tufted carpets.

In this article I am going to focus on hand made rugs from all the areas mentioned above. They vary greatly in quality, materials, dyes, construction and design.

Rugs made in cities such as Keshan, Isfahan and Hereke, among others, are produced in controlled

Cecil Aigin (Honourary Member)

environments. They are generally of a high quality and pile density and possess intricate designs and short pile heights.

Rugs woven in villages and by nomads are generally of lower density containing a coarser and longer pile than 'city' rugs.

However, whatever the origin, by nature of the fact that they are hand made and in many cases woven with hand dyed fibres, certain rug types may possess inbuilt difficulties, or conditions, specific to that particular rug type. Most commonly, village and nomadic rugs possess these characteristics.

Afshar, Shiraz, Afghan, and certain Caucasian rugs all fall into this category.

Distortion Nomadic and Afghan rugs and certain other types contain wool warps and wefts. Wool is a dimensionally unstable fibre and will shrink when page 16

wet. Unfortunately, in many cases, the wools used are not of the same origins and will shrink differentially and distort during a washing process.

This is easily identified by the presence of 'rucking' in the body and ends of the rug.

Prior to processing items which appear to lay flat, check the wool fringes. A variation in the colour of the wools is an indication of potential distortion following a cleaning process.

Pile Shading Pile shading occurs in hand made rugs in a similar manner to that in machine made carpets. Deep pile carpets, i.e. 'Super Washed' Chinese varieties, will exhibit significant shading which may be more evident following a cleaning process.

Colour change A change in colour may be due to atmospheric and wear conditions or overall fading. It may be specific to a section of the rug and to a particular colour. All of these effects may be disguised by soiling and will become evident following cleaning.

However, certain rug types, in particular, Afghan rugs which contain gold or coral base colours, may have been subjected to a 'chemical washing' process which modified the original deep red base dye. The process may not have penetrated the entire pile depth and consequently, as normal wear reduces the pile height, the original red colour will become evident.

Whilst on the subject of dye, it should be appreciated that, even in finely made rugs, the dyes used for a particular colour may not be the same throughout the body of the rug. This may result in a variation in shade and normally appears with age when the different dyes have faded unevenly. It is possible for bands or stripes of different colours to be manifested across the width of the rug. This condition, known as 'Abrush' may be unnoticed until soil matter is removed.

Because dyes of dissimilar constituents may have been used for similar colours in the rug, the dye Continued on next page

page 17

Continued from previous page

fastness may not be consistent throughout the body of the rug. It is, therefore, essential to check all colours for dye fastness.

'White Spots' The appearance of white fibre tufts within the pile of a rug is not uncommon and frequently becomes evident as the pile surface wears. These are the presence of knots in the warp or weft. In a relatively new item the knots are within the depth of the pile but, as the pile height reduces, they become evident near the surface.

In the course of wear, the knots gradually become soiled and may not be noticed until the rug is cleaned.

Side Cords The side cord in a hand made item is woven onto the body of the rug during the weaving process. The weaver wraps the wefts around the cord so that it becomes integral to the rug.

In certain mass produced weavings, most notably early rugs from Pakistan, the cord was added following the weaving process. Wear and handling may have caused the cord to become detached or loose and these conditions may be exacerbated during cleaning.

Frayed Ends and Side Cords Take great care with rugs that are fraying at their

ends and sides, cleaning may make matters worse.

Look Alike 'Look Alike' is a name sometimes attributed to machine made rugs which contain Oriental designs.

They are commercially manufactured in a variety of synthetic, vegetable and animal fibres and may be of high quality Wilton weave.

In certain cases owners believe their item to be a genuine hand made rug. Needless to say, it is important to identify a look alike and advise the client accordingly prior to cleaning, particularly if a high value is being indicated.

Damage Check every item meticulously for existing damage.

Inspect and record all holes, splits, unsatisfactory previous repairs and perished areas, prior to cleaning.

Value Needless to say, a hand made rug may possess a very high value which will considerably increase your liability. Make certain that your insured values are consistent with the work undertaken.

Don't be tempted to take a chance in cleaning a damaged or suspect rug or an item containing a fibre, for instance silk, with which you are unfamiliar. Seek the cooperation of a company specialising in handling oriental rugs. page 18

The new Health & Safety Course for Carpet and Upholstery Cleaners First one to be held on the 17th March 2011 Members only - ÂŁ115 + VAT / To be held at the NSPCC Training Centre, Leicester Health & Safety laws apply to all businesses no matter how small, even the self employed. The laws are there to prevent people from being harmed at work and providing a satisfactory working environment. They are also there to protect the public from workplace dangers. This course will take delegates through several policy and assessment documents, which are all on Microsoft Word templates and can be completed as required. Paul Pearce, the course tutor will walk you through step by step procedures to create your own documents.

Many of these can be completed during the course, so if you have them please bring your own laptops.

You will be able to leave the course having started to implement your company's health & safety policy.

The topics to be covered include: ! The Law ! Manual Handling, ! Lone Working ! Emergency Plans & Reporting Accidents ! Work Environment Guidelines ! Slips & Trips ! First Aid Guidelines ! The importance of Training & Induction ! Risk Assessment (inc template on CD) ! Method Statement (inc template on CD) ! Health & Safety Policy (inc template on CD) ! COSHH Assessment (inc template on CD) ! 10 Health & Safety PDF documents on the CD

Book now to avoid disappointment

page 19

Before it reaches our taps

T

his month we will be taking a look at the chemical processes water will undergo before reaching our taps.

On the whole the water supply in the UK is very good. Sometimes water comes out of our taps, which is not quite the right colour, and very occasionally we suffer sewage pollution, however in most cases the water companies are quick to correct the situation.

The pH value of water will determine whether it is hard or soft. Water with a high pH (alkaline) is termed as hard and with a low pH (acidic) is considered soft. The normal range for pH in surface water systems is 6.5 to 8.5 and for groundwater systems 6 to 8.5.

The pH of pure water (H20) is 7 at 25째C, but when exposed to the carbon dioxide in the atmosphere this equilibrium results in a pH of approximately 5.2.

Because of the association of pH with atmospheric gases and temperature, it is strongly recommended that water be tested as soon as possible. The pH of

Peter Collins

the water is not a measure of the strength of the acidic or basic solution and alone does not provide a full picture of the characteristics or limitations with the water supply.

In general, water with a low pH can be corrosive and strip metal ions such as: iron, manganese, copper, lead, and zinc from the aquifer, plumbing fixtures, and piping. Therefore, water with a low pH could contain elevated levels of toxic metals, cause premature damage to metal piping; and have associated aesthetic problems such as a metallic or sour taste, staining of laundry and the characteristic 'blue-green' staining of sinks and drains. The primary way to treat the problem of low pH water is with the use of a neutralizer. The neutralizer feeds a solution into the water to prevent it from reacting with the house plumbing or contributing to corrosion; a typical neutralizing chemical is soda ash; this method increases the sodium content of the water.

Water with a high pH can also cause problems, page 20

formations through which it has percolated. There is a significant variation in the type of plant and the detail of the processes found in water treatment works, however they all work toward the same conclusion: safe, clean and drinkable water.

Following the treatment process chemicals are added where necessary to correct the pH value of the water to minimise corrosion of pipes and fittings in the distribution system. Phosphate may be added in soft water areas to prevent lead from old pipes dissolving into the water. The water will then pass into contact tanks to be disinfected with chlorine.

Most of the chlorine is then removed and the water passes into treated water tanks. The small amount of chlorine remaining will protect the water on its subsequent journey to the end user. Outgoing pumps introduce the water into the mains, however, treated water is often stored in service reservoirs, or towers as part of the distribution system and pumped to the consumer when needed.

Water treatment works have sophisticated computerised control and monitoring systems and require only a handful of onsite operators. In the next article you will read about the tests carried out and what they mean.

ŠSteven Depolo

such as scale, or precipitate, forming on piping and fixtures causing water pressure and interior diameter of piping to decrease, as well as reduced efficiency of electric water heaters. A number of aesthetic problems can also result from water with a high pH, for example tea and coffee can taste bitter, soap and detergents will not work or lather properly and scaling or deposits can form on dishes, utensils and sinks. Typically these problems present themselves when hardness levels are measured between or above the range 100 to 200 milligrams of CaCO3 per litre. Again water can be softened through the use of an ion-exchanger, or the addition of a lime-soda ash mixture, but both processes increase the sodium content of the water.

When considering drinking water, treatment is a term used to describe the series of processes subjected to raw water in order to make it safe for human consumption. The degree of treatment needed depends on the source of water and the nature of the area from which it came. For instance, in areas of intensive agriculture some pesticides will have been washed off the fields by rain into rivers and reservoirs, whereas water from underground sources will have been naturally filtered by the rock

page 21

©Photograph - Salvatore Vuono: www.FreeDigitalPhotos.net

Your business website - how to get it right SiteWizard

W

e all have our speciality within business, whether it is cleaning stone floor, Persian rugs or using the latest dry cleaning technology. Many other areas outside our trade can seem daunting. It doesn't need to be…

Rather than using hours of valuable time trying to use that 'Make it yourself within an hour' software, get some free/no obligation advice from a professional who will remove some of the myths involved in creating a website I am not technical You don't need to know the ins and outs of website design. You wouldn't expect your client to know how to use the chemicals that they would need to remove the oil spill in their hallway, so your website designer shouldn't expect you to know what the design trends are. They are there to guide you along the way.

I don't have the time Website design doesn't have to be time consuming.

Input from you is always vital as this is your business's online representation but with the right questions from your designer your website can be up and running in no time.

I don't need a new website Even if you work from recommendation, what point of call do you have for those people to check you out first? If you don't have a website then in the online world, you don't exist, losing you at least fifty percent of your potential customers. If you do have a site but it is out of date, then this is how people will judge your business.

I don't have the budget It doesn't have to be expensive or flashy. Don’t be scared by four figure numbers for a simple five page brochure website. page 22

Tips for getting a good website Find someone you are comfortable with. Having someone at the end of the phone, or email, that you can talk to is important. You need to relay your message in a way you are understood, and if you need a little hand holding, your designer should understand.

Have an idea ready. Even if it is just your colour scheme (which can often be in place through your logo).

Know your services or products. This is important in giving the website direction and a purpose. Don't bamboozle your visitors with too much technical information as this may be overwhelming. Plus it is great to provide the need to contact you.

Get free advice. Contact someone to overview your personal situation as it always differs. Every site needs to be approached as a totally different project.

Easy menu navigation. It is important that your website is straightforward to navigate to ensure that the visitors can easily find the important information that they are looking for.

Get Second opinions. Ask your friends, family and colleagues for an honest opinion of your website.

Don't be offended by the feedback that you receive.

If they are telling you that something is not good on your website, it probably isn't.

Have a hook. What is going to draw people to read more about you when they find your website?

From a first glance at your site does it shout what you do? If not then the message is probably too well hidden. Also from the point of view of being found in the search engines if you do not mention what you actually do then you will not be found for it.

First Impressions. You never get a second chance to make a first impression. If you were sending out a brochure about your company it would probably be glossy and have no typos, it also would look fantastic to make the right impression about your business. Exactly the same is true with your website. If your images are grainy and dull and the site is littered with typos you will probably never

hear the phone ring with new enquiries generated by your website.

If you are looking for a new supplier for your business, do you get out the Yellow Pages and trawl through page after page of adverts, calling each business until you find the correct one days later?

Not anymore. These days with nearly every office and mobile phone being connected to the internet it has never been easier to do research. More often than not people will visit a website to research the company and will never pick up the phone to let you know. If your website does not look good, show the right information they are looking for, or have the contact details easily displayed, you will never know that they may have been interested in your company. By having an attractive website, obvious contact details and easy navigation, to name just a few things, your phone should be ringing off the hook with new business enquiries.

Getting online and keeping up with the changing way people do research doesn't have to be scary.

Get some free advice from someone with experience in designing for your sector, with no obligation, but guidance and working examples from businesses within your industry. Make sure that they know what they are talking about when it comes to carpet cleaning websites.

For more information please contact: www.SiteWizard.co.uk/ncca. page 23

Social Media in small business

S

ocial media is everywhere these days. Platforms such as LinkedIn, Facebook and Twitter are rapidly becoming the communication tools of choice but, for small businesses, the value is often less clear.

More than half of all small business members surveyed recently by the Forum of Private Business said they now regularly use social media to drive trade and promote their services. Of course, that means a great many do not.

In all, 52 per cent of respondents said they regularly use social media. However, of these a significant 27 per cent expressed doubts about the

Phil McCabe (FPB)

value of popular networking sites as tools of promotion.

Further, a surprising 21 per cent labelled them as 'not useful' and 6 per cent 'useless'. So while some small businesses are prepared to experiment with social media many remain unconvinced of the real benefits to their bottom line.

In all, 25 per cent of respondents who use social media believe it is either 'useful' or 'very useful'. In order to avoid rapidly losing friends and contacts it is important that business owners remember to establish real, ongoing conversations with page 24

customers and not simply indulge in the 'hard sell'.

The potential for getting out your messages and creating interest in you, your business and what it does is clear. Social media's conversational, realtime nature makes it ideal for busy entrepreneurs and dynamic start-ups for whom 'mobile marketing' - marketing on the move - is the only real option.

Of course, often more established business owners in certain industry sectors perhaps including carpet cleaning might argue that not having a high profile internet presence is low down on their list of concerns given the myriad of cost control and cash flow issues they face.

However, their customers certainly are online.

Current research on Internet habits suggests around 83 per cent of the entire online population aged thirteen to fifty four now use the internet to engage in social media, which means it is simply a massive arena for doing business and one that is too big to ignore .

Twitter is more popular than ever. Despite the micro blogging site allowing users to post no more than 140 characters per 'tweet', interest in it shows

no sign of waning. The beauty for business is that the messages are posted to all followers, meaning a direct link to potential customers.

Most people use Facebook to stay in touch with friends and family, but canny business owners can use it to stay in touch with customers and even reach out to potential new ones. It can be a good way of creating a buzz via a Facebook group.

As it stands Facebook business is still free too, with users able to upload photographs, videos, messages, and text to describe the types of services a business offers. Any activity performed on a Facebook page is then broadcast into followers' mini-feeds.

It is important to note the importance of dialogue.

Interesting conversations, comments on breaking news and providing information, advice and support including advice related to what your business does is more likely to generate followers than a 'hard sell' approach.

So, compared to longer-standing forms of marketing - and the best advice is that your Continued on next page

page 25

Continued from previous page 'marketing mix' should blend several approaches social media is extremely cost effective.

This is particularly relevant given that recent Forum research showed a sizeable 70% of members anticipate spending on sales and marketing activities in 2011 in order to grow their businesses.

The trick is how best to harness the power of social media.

With the scope of social media now so great, the Forum has teamed up with SME marketing specialist nxo to provide its members with affordable, straightforward marketing solutions.

As a unique national network of franchised marketing experts, nxo offer its services to smaller firms around the country and has specialised in the SME sector for almost ten years.

By working with nxo, the Forum is hoping to enlighten its members on how best to turn online and other marketing concepts - often seen as something of a 'dark art' - into real working practices.

Via the Forum's Development Director business support solution members will be able to take advantage of a free, no-obligation consultancy with nxo worth ÂŁ500.

They will then benefit from nxo's holistic list of services, ranging from events, branding and leaflet design, through to SMS marketing and iPhone apps, and of course social media marketing solutions. For more information call the Forum on 0845 616 6266 or visit www.fpb.org.

page 26

Want a short term loan... Why not ask your customers? David Coker

N

eed a new van?

How about some new equipment?

With the banks being unhelpful at the moment, have you thought about asking your customers to help out? Now, you're probably thinking…why on earth would near strangers lend me money when they don't know me?

Well, that's an interesting question, but one I do have an answer to. I put this idea to the test earlier this year; I asked my customers for money and they simply sent it. Let me explain.

I have a large tax bill coming up in a month or two. I have the cash available in ISA's but I don't want to use it. If I remove the money from these accounts I can't put it back in this tax year, so the interest is lost forever.

So I told this story to my customers and offered them 'Cleaning Bonds' at a preferential rate if they were going to have their carpets cleaned later this year. And so far (and it's still early days) they have sent me hundreds of pounds! They have included notes with their cheques, “Hope this helps” and “Sorry to hear that you are in trouble.” This is the power of 'Relationship Marketing.'

Some months ago I heard one of the bosses at Tesco's make a statement about relationship marketing… “But our customers don't want a relationship with us!” he said. I beg to differ. I think they do. Not in the 'let's have them round to dinner' sort of relationship, but in the matter of trust.

This is particularly important in our business. After all, the checkout girls at Tesco are not in their customers' bedrooms like we are! Our customers

have to have a relationship of trust with us.

So how do we build it? First of all, our concern for their needs must be genuine. We must genuinely put their interests ahead of our own.

Marketer Jay Abraham calls this a Strategy of PreEminence. We would NEVER do anything to them that we wouldn't want done to ourselves, including substandard work and ripping them off in any way. We must be their 'trusted advisor' in the matter of cleaning their carpets and upholstery.

So, how can you build these relationships? Well, for a start you can send 'Thank You' cards and letters after each job. Many years ago when I bought my first mobile phone (you know, the sort that was the size of a small suitcase), as soon as I had signed the contract, the salesman said “Thank you very much” I was staggered. In fact I can still recall how I felt to this day.

So, why was this so amazing? Well, simply because no-one had ever thanked me for giving them business before. Yet just that simple act had such a profound effect on me that I can still remember it!

And I still feel good toward him to this day. This is 'relationship marketing'. It's not a sales gimmick but is built on genuine care.

And how about special client offers not available to anyone else, or regular communication with a monthly newsletter? Not filled with 'image building puffery' but genuine information to help your customers that will cause them to bond to you.

All of this builds a genuine relationship with your customers and who knows when you might need a short term loan? page 27

Corporate Manslaughter

C

aptains of Industry have watched with interest the trial of Cotswold Geotechnical Holdings Limited, who were convicted of Corporate Manslaughter in the first case of its kind to be heard in England in February. This is the first time that the new tests of corporate criminal liability have been tested in a courtroom and the jury in the case returned a unanimous verdict in less than ninety minutes.

The law of corporate manslaughter is different to previous corporate criminal laws for health and safety in that the company being prosecuted can be charged in its own right, without any director or employee in the dock. That is what occurred in Winchester Crown Court over the last two weeks.

The test which a jury must consider is 'has the company fallen far below the relevant legal duty towards the deceased, causing his death?' In determining that decision, the jury can also consider the attitudes, policies, systems and accepted practices within the organisation that may have contributed to the death and any accepted guidance that governs the activity.

Paul Verrico (Eversheds LLP) In the Cotswold case, the CPS told the court that the deceased was left working alone in the 3.5 metredeep trench to 'finish-up' when the company director left for the day. The two people who owned the development plot decided to stay at the site as they knew that Cotswold worker Mr Wright was working alone in the trench. About fifteen minutes later they heard a muffled noise and then a shout for help.

While one of the plot-owners called the emergency services, the other one ran to the trench where he saw that a surge of soil had fallen in and buried Mr Wright up to his head. He climbed into the trench and removed some of the soil to enable Mr Wright to breathe. At that point, more earth fell so quickly into the pit that it covered Mr Wright completely and, despite the plot owners best efforts, Mr Wright died of traumatic asphyxiation.

There is well established industry guidance that prohibits entry into excavations more than 1.2 metres deep. In convicting the company, the jury found that their system of work in digging trial pits was wholly and unnecessarily dangerous and page 28

ignored that guidance by requiring employees to enter trenches up to three metres in depth.

While some have questioned the use of public money in convicting a small company of limited means, in our opinion the conviction will doubtless be hailed by both the CPS and the HSE as a success.

The physical stress of the process will not have been lost on those holding senior positions; it is well documented elsewhere that the Managing Director of Cotswold Geotechnical has been very ill, in no small part due to the stress of being charged with manslaughter in his own right (that charge was dropped due to his health) and the undoubted impact on his business.

Many questions do, of course, remain to be answered - for instance, the question of 'who is a Senior Manager' remains unanswered. The company are due to be sentenced as this article goes to press, so we will know more then as to how the judge will use his sentencing powers Guidelines released in February 2010 suggest that a starting point for sentence should be £500,000 this seems unlikely with a company that turns over less than that amount per annum.

NCCA Logo When displaying the NCCA logo the Association always recommends featuring your membership number.

This, along with promoting your company, will assist the NCCA in misuse of logo cases. If you would like a copy of the NCCA logo with your number as featured in the example below please contact the office. This can be sent via email or on disc.

Items for sale BUSINESS FOR SALE Carpet and Upholstery cleaning services business for sale, established in 2001. Package includes Renault Master van (2006) with bespoke fittings for chemical storage. Premium interactive website with online survey/quotation facility which can be viewed at www.spotlesscleaningservices.com The domain names www.spotlesscleaningproducts and also www.spotlessnetwork domain names included, and online shop facility.

Steempro 2000 with all extras, Sebo Vacuum cleaner, karcher hot water extraction stainbuster, orbis cyclical cleaner, chemicals, etc. Leather restoration kit. Regular customer base. Reason for sale: Allergy to chemical products. Sale price £20,000 O.N.O. Tel: 0141 941 2510. Email: spotless@ntlworld.com

BUSINESS FOR SALE Small, long-established, reputable NCCA Registered, working carpet, upholstery and soft furnishings cleaning company. Essex based. Owner Operator retiring. To be sold as a complete package only. Mobile HWE and dry cleaning system. Domestic and commercial clients. Genuine interested parties only please to call 07903 497298 and leave details.

VAN & TRUCKMOUNT Blue Line ThermalWave HP II - 50hp and Citroen Relay LWB Van. True Twin Wand Operation Truck Mount Cleaning. Asking Price: £17,995 + VAT. Call 0118 931 0516 for more details. Or Visit: www.truckmount.info

VAN & TRUCKMOUNT Hydramaster Boxxer 318 with only 600 hours on the clock, in excellent condition comes with all attachments and chemicals and Ford Transit 51 reg service history and 60,000 miles ply lined and racking for chemical storage in excellent condition. £9000 + vat call 07970835686 for more details.

MACHINERY FOR SALE All equipment is 'as new' all three machines have barely been used. Ashbys Powerbrush = £395 + shipping costs if not collected. Ashbys V2 Portable Steamate = £275 + shipping costs if not collected.

Rotovac Swinger (single head Rotovac; great for rugs) = £350 + shipping costs if not collected. Contact Leanne Maddison on 0800 018 5550.

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.

page 29

Hard floor care course coming soon!

A

growing number of NCCA members are adding hard floor cleaning and maintenance to their list of services.

Although a number of members are primarily carpet cleaners, many have now come to understand that there are an ever increasing number of hard surfaces and a need to care for them.

Hard floor care requires a degree of knowledge and the NCCA have a keen interest in ensuring that there is an increasing supply of skilled and qualified technicians. To make certain members accomplish a high standard of proficiency, the Association offers a two-day course dedicated to hard floor cleaning.

The programme includes some practical hands-on training and covers the cleaning and care of Resilient, Wood, Ceramic and Natural Stone. Each delegate is provided with an excellent accompanying reference manual, which is theirs to take home once the course is over.

The course instructor is NCCA Director and hard flooring expert, Keith Robertson, a professional with over thirty years experience running a floor care company in Edinburgh. As well as being a committed affiliate of the National Carpet Cleaners Association Keith is a member of the British Institute of Cleaning Science, an IICRC Master Textile Cleaner, an IICRC Stone Masonry and Tile instructor and writes regularly for the trade press.

The next NCCA Hard Floor Cleaning course will take place on the 5th and 6th April in Leicester.

Places will be booked on a first-come, first-served basis so early booking is advised.

For further information, or to book your place, contact the NCCA office on: 0116 271 9550 or log on to: www.ncca.co.uk to download a booking form.

(See page 15 for full course list)

page 30

NCCA Associate Members NCCA Shop The NCCA has a number of items to order by members. Below are some of the more popular items purchased. For a full list of merchandise please visit the website on: www.ncca.co.uk.

Orders may be placed online, or you can contact the NCCA office on: 0116 271 9550. + PAS86 Code of Practice £40.00 each + Carpet Care Survey Forms (Pad of 100) £19.50 each or £50 for 3 + NCCA Lapel Pin Badge £3.00 each

+ Alltec Network: 01763 208222 (C/M/F/T) + Amtech UK: 0845 130 4755 (C/M) + Ashby's Cleaning Equipment: 01322 227806 (C/M/E) + Bio Productions Ltd (inc. Stapro): 01444 244000 (C) + Camberford Law: 0208 315 5000 (I) + Chemdry UK: 01482 872770 (C/M/Fr) + Chemspec Europe Ltd: 01274 597333 (C/M/T/D/F) + Cleanerswarehouse Ltd: 01772 434333 (T/C/R/M) + Cleaning Support Ltd: 0844 8482371 (C/M/W) + Cleaning Systems UK: 01334 656787 (C/M/T/F)

+ Large NCCA Van Sticker (21x7 inches approx) Pack of 2 for £17.63

+ Cleansmart Ltd: 0115 8240034 (T/C/R/M/K)

+ Small NCCA Van/Machine Sticker (12x3 inches approx) £2.50 each

+ Dri-Eaz: 01908 611211 (C/M/T)

+ Promotional Leaflet 10p each (under 500), 8.5p each (500 and over) + NCCA Tie £12.93 each All prices include VAT and Postage and packaging. A receipt invoice will be sent by the office. Please allow 21 days for delivery. Goods will not be sent until payment is received.

+ Cleantec Innovation Ltd: 0870 733 7733 (T/C/W/M) + Dry Fusion UK Ltd: 01772 433711 (C/M/T/W/Fr) + Forum of Private Business: 01565 634467 + Hi-Tec Cleaning Group: 02866 341416 (C/E/F/M/T) + Host Von Schrader Ltd: 0151 347 1900 (M/C) + Homeserve at Home: 0870 320 3333 + Hydro Dynamix: 01622 664993 (Fr) + LTT Leathercare: 01423 881027 (T) + McGregor Lloyd (insurance brokers): 0121 706 0616 (I) + Nilfisk Advance Ltd: 01284 763163 (M) + Nu Life Stone Care Ltd: 0161 480 7284 (M/C)

NCCA Member Benefits

+ Prochem Europe Ltd: 0208 974 1515 (C/F/M/T)

+ Amicus Legal Ltd (free legal helpline): 01206 366500

+ Rainbow International: 01623 422488 (M/C/Fr)

+ SiteWizard (website creation) 08450 608860 + EMJ Management Ltd (workwear clothing and accessories): 02392 434650

+ 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) + Textile Cleaning Solutions: 01934 521155 (M/C)

+ Brian James (Marketing Consultant): 08450 608860

+ The Big Clean: 0208 3934778 (M,C,W,K)

+ Thompson Local (Ask for Corporate Advertsing Department) 01252 390385

+ Vitec Global: 02392 666053 (C)

+ Yellow Pages (Ask for Corporate Advertising Department) 0808 100 7890 + Adalante Merchant Services 01628 820500

+ 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 Blinds