newslink
ncca
October 2014
The official journal of the National Carpet Cleaners Association
Features:
Looking The Part Getting New Customers Photograph ŠStripes by Brintons Carpets
Contents
Published monthly by:
03 From the Editor 04 Assessment of the sub-floor 05 Residual soil wicking 06 Five steps to getting clients 08 The Woolsafe Educational Conference 10 Do you look the part? 12 A guide to customer complaints (part 9) 14 Cleaning systems, methods and techniques 16 Things to look out for when cleaning upholstery 18 Health and Safety? 20 NCCA - The early days
The National Carpet Cleaners Association, 62c London Road, Oadby, Leicestershire, LE2 5DH. Tel: 0116 271 9550 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk
Editor Nicky Law Editor in Chief Keith Robertson Design Editor Nikki Law CEO/Technical Director Paul Pearce Vice President/Admin Director Nigel Lay Company Secretary/2nd Vice President/Training Director Glyn Charnock
24 How to sell your commercial business
Membership Director Martin Johns
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.
Marketing Director Keith Robertson
ŠCarpet 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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Corporate Director Allan Simmons Events Director Billy Russell Co-opted Franchise Director Denise Pitt www.facebook.com/NCCAFloorCare www.twitter.com/NCCA_floorcare_
From the Editor - TrustMark latest news It’s been an excellent six months for our TrustMark members! TrustMark, a government endorsed consumer confidence referral scheme for tradesmen, operates a framework under which 26 Scheme Operators work in the RMI (repair, maintenance and improvement) sector. Earlier this year the NCCA was awarded Scheme Operator status for the Carpet and Upholstery Cleaning category on the TrustMark website and, since then, there has been a steady increase in the number of NCCA members who have become TrustMark registered. The TrustMark website provides a free search facility to enable consumers to 'find their local firms' using a simple postcode search against selected trades and services. The category of Carpet and Upholstery Cleaners is on the list of trades whenever a consumer searches the TrustMark website, and members who are accepted for TrustMark have their details available under the postcode search including a link direct to their website, an email contact form, telephone number and even a google maps link to show consumers where they are based. Have a look at: www.trustmark.org.uk to see how it all works. Citizens Advice Bureau have a direct link for consumers to search for TrustMark members, and other supporters of the scheme include Age UK, the Trading Standards Institute, Direct.gov, the Department for Business Innovation & Skills and the Office of Fair Trading. Latest TrustMark statistics During September 2014 the overall number of tradesman’s details displayed through the TrustMark online database search facilities was 553,978 - an increase of 10% when compared to the same month last year! The Carpet and Upholstery Cleaners category (which was launched in April this year) has been
searched 26,851 times to date, with 1867 searches in the opening month and over 5000 searches during September. How to apply for TrustMark Nicky Law membership Newslink Editor TrustMark membership within the Carpet and Upholstery Cleaners category is ONLY available to NCCA members (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
Praise for the Carpet Cleaners Carnival During the last month we received yet more praise for the 2014 Carpet Cleaners Carnival (held in September). Prochem Europe Ltd, who exhibited this year, wrote to us to express their gratitude on a successful and well run event, saying “Visitors to the Carnival were in their hundreds and our stand was never quiet. There was a huge amount of interest in our new and improved extraction machine (the Endeavor), as well as our Natural range of cleaning solutions and Woolsafe approved products. The whole event was exceptionally well run with mums, dads, children (and even pets!) visiting the various stands. This event was fantastic for liaising directly with our customers, which is something we like to do whenever possible. Thank you NCCA for organising such a great day! Same time next year?”
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Assessment of the-sub floor
O
Derek Bolton (Honorary Member)
ften we are Always check the sub-floor before cleaning asked to deal with marks which have appeared on a carpet a few months after it is fitted. Sometimes these marks can be attributed to contamination from the sub-floor. Some years ago I was asked to clean some brown marks on a carpet which had been installed in a nursing home. The stains, which resembled rust marks, were linear and the problem dealt with before a new carpet was lines formed small squares. The carpet had been fitted. cleaned but the stains had reappeared soon after. Unfortunately there are also many other I managed to lift a small section at the edge of the problems that can be caused by the sub-floor. The room and discovered that the fault lay with the most common problem is raised floor boards, or previous flooring, which had not been removed other high spots, resulting in premature wear of prior to the carpet being laid. the carpet in the areas in which they are situated. Previously, vinyl tiles had been fitted throughout When cleaning, these high spots can be abraded the premises. These had been maintained by by our tools or machines, often compounding the mopping on a regular basis. Some of the cleaning problem. Likewise, any low spots within the subchemical residues were still present between the floor can also cause us problems. Cleaning tools joins in the tiles. When the new carpet was laid will glide over these areas leaving dark soiled over these tiles it effectively sealed in these patches; these will need to be treated separately. residues and a chemical reaction took place. A The moral of this story is to always check the brown treacle-like substance wicked out from sub-floor before starting the cleaning process, you between the tiles and through the carpet. The never know what you might find. carpet throughout had to be lifted and the
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Residual soil wicking
O
Paul Pearce
n occasion you may be asked to re-do another carpet cleaners work if the initial clean was unsuccessful. A common problem is soil visibly wicking up to the surface as the carpet is drying, making the carpet look worse than before it was cleaned. Wicking is caused by insufficient vacuuming both by the consumer and then the carpet cleaner. Many carpet cleaners assume that because they have a twin wet extraction machine then a dry vacuum is not necessary. Well this is a mistake; more than three quarters of the soil in a carpet is dry and reacts very well to a thorough vacuuming. On a cut pile carpet you would normally use an upright with preferably a twin motor. With loop pile, especially wool loop, you would use a cylinder type with a wand as this will reduce down the amount of fuzzing or felting that could occur with the mechanical action. Regardless of the type of vacuum you are using you need to apply slow overlapping strokes. Pay particular attention to the embedded soil because this needs to be removed so as not to cause soil streaking or residual soil wicking to the top as the carpet dries. Always make sure the vacuum bags are less than two thirds full, at all times, as any fuller will impede the airflow and reduce extraction. Following the dry vacuum you will need to break any remaining adhered soil away from the fibres. All cleaning systems will require some form of agitation at this stage and some systems will have agitation automatically integrated into the cleaning process. For example dry compound, dry
bonnet, thermo pad system, dry foam and shampoo all use some form of motorised equipment, such as contra-rotating brushes, spinning pads and rotary brushes. For wet extracting, a wand manually pushed and pulled across the carpet is often used. However, you can of course use power wands, rotary wands and so on. Using anything mechanical in this way will speed up your cleaning program, saving you energy and allowing you to work to a consistently high standard throughout the day. To achieve a good result you will need to vacuum extensively especially in the main walkways. When you have finished the actual cleaning you may wish to complete the job by re-aligning the pile. You can do this using a power wand.
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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Five steps to getting clients
F
or many years I used to wonder why the phone wasn't ringing more. After all, everybody has carpet that needs cleaning at some time don't they? What could I do to get people to enquire about getting their carpets cleaned? Of course, it's all about getting the right type of person to call. Maybe you only want high-end residential customers. Or maybe you only want large commercial work. However, getting more clients doesn't have to be hard. In fact it's a very simple process. There are really only FIVE steps. Here's what you need to do‌ 1. Identify WHO your ideal clients are - for instance, the ones that you'll enjoy working with the most, the ones who are the most profitable and the clients who will not be a 'pain in the backside'. 2. Find out WHERE they are - do they read certain magazines or newspapers? Do they attend specific events or seminars? Do they live together in a particular area? Are they gatherable together in 'one place' so to speak? 3. Get in front of them - once you know who they are, and where they are to be found, now you can get in front of them. That might mean setting up a meeting, writing an article, giving a talk, delivering a flyer or placing an advert. But you need to get in front of them. 4. Create attention and interest - your positioning, value proposition and sales argument need to be relevant to your ideal client. You must be able to get their attention and then get them interested and engaged so you can have a conversation with them. 5. Make an offer - it could be a free trial offer or a
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David Coker free audit or inspection, or some other 'directresponse mechanism' that causes them to respond to you. If you work through this process you will see significant results. Unfortunately some carpet cleaners don't do this. Instead they have no idea of who they are trying to attract or where they can be found. Remember, we're also in the marketing business not JUST the cleaning business.
New NCCA Members Topcat Carpet Cleaning Stonehouse, South Lanarkshire Healthy Home Carpet Cleaners Sheffield, South Yorkshire P K Cleaning Services Swinton, Greater Manchester
Member referral report Since publishing a referral statistics report in the June issue of Newslink there have been 90 recommendations for full members provided by the NCCA. This number is made up of 26 referrals from the NCCA office, 61 potential customers contacting members direct through the website and 3 referrals to members without an email address, which have been tracked by the office.
T
Glyn Charnock
he Woolsafe Educational Conference took place on Thursday 16th and Friday 17th October and saw a varied group of Woolsafe stakeholders from all over the world congregate at the Museum of Carpet in Kidderminster (well worth a visit if you are ever in the area). The delegates included Woolsafe service providers and registered inspectors, product manufacturers and licensees, carpet manufacturers, insurance claims handlers and retail Ruth Travis presents her seminar on urine contamination buying group representatives. With people from the US, Australia and Ireland, it was truly an international gathering and the best attended conference so far. GreenSeal and ENCO environmental evaluation and The first day involved a series of workshops and introduced some innovative new green seminars held at the Museum of Carpet and accreditation initiatives from Woolsafe. Aimed at included some very interesting and informative the carpet cleaning products sector for all fibre speakers. types, these initiatives will provide the industry The day started a little late due to the projector with products which are both genuinely not recognising the presenters' computers, and the environmentally responsible and, most importantly unscheduled interlude was made entertaining by from our point of view, effective. some ad hoc presentations from a number of Agnes was followed by a passionate presentation people including Patrick Burgess, the Australian on modern marketing by Mike Philbin, Woolsafe Woolsafe Director. The day was saved by Adam Service Provider from NuLife Floorcare. Jankowski and his IT expertise. The next presentation was Mould Awareness and Ruth (Rug Lady) Travis, Woolsafe North America Remediation by Adam Jankowski, which took place Director, gave an interesting and informative after an excellent buffet lunch. I think Adam's presentation on urine contamination, with some presentation was deliberately placed after lunch so excellent tips on its treatment. that some of his photos didn't put people off their Dr Agnes Zsednai, Woolsafe MD, talked about food! It was fascinating stuff, keeping everyone
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Photograph ŠSteve Bakker (The Woolsafe Organisation)
The Woolsafe Educational Conference 2014
awake after lunch and delegates received a Certificate of Mould Awareness for attending. It certainly made a lot of the carpet cleaners in the audience think about how they deal with jobs where mould is present. Allan Simmons, Woolsafe Service Provider from Get Booked Up, gave a presentation on how CRM software can improve and automate your business systems; again, great information for anyone running a carpet and upholstery cleaning business. Finally, there was a presentation on Wool Owners Warranty from Mike Dobson, General Manager of Gaskell Wool Rich and Mr Tomkinson carpet manufacturers. There was a great exchange of information and ideas on how to push the WOW programme forwards and I am sure the programme will flourish in the forthcoming months. Unfortunately I had to leave at the end of the presentations (having been away from home since Monday lunchtime I had lots to catch upon) but most of the delegates met again later for the Woolsafe banquet at The Granary Hotel just outside Kidderminster. Having eaten there the night before I am sure everyone had an excellent meal and, given the characters and personalities at the conference, I am sure the company was excellent too... all backed up with magic from Allan Simmons. I also missed out on the second day of the conference, a guided tour of the Museum of Carpet including a loom run and live demonstrations and tours of the Brintons Carpets facilities and factory. Despite missing the second day of the conference, it was well worth the time and travel to attend the event. As always, the event truly lived up to its name, The Woolsafe EDUCATIONAL Conference.
Obituary - Haig Abadjian It is with great regret that we inform the membership of the death of Haig Abadjian on Monday 6th October 2014. Haig, together with his company, Abadjian Ltd, joined the NCCA in 1968. He immediately played an active and enthusiastic part on Council and the Technical and Training Committee. His Haig Abadjian specialised knowledge in the chemical processing, cleaning and restoration of oriental rugs provided him with expertise in stain removal and he was an invaluable member of the Technical & Training team for many years. He frequently provided his extensive premises in Wealdstone for training courses and was always happy to conduct delegates through the various processes carried out by his company. Haig received the Alan Vaughan Award for outstanding service to the NCCA in 1991. Until his retirement, Haig continued to provide technical advice on oriental rugs to members and he and his wife Ann were regular attendees at annual conferences. We send our sincere condolences to his wife Ann, his son Nicolas and daughter Marianne.
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Do you look the part?
Peter Collins (Honorary Member)
D
o you remember when you took your NCCA induction course to become a member of the Association? Initially the course tutor will have taken you through how to appear professional and look the part. Well, the reason I'm writing this article is that, over the years, standards in dress code and general appearance really have dropped, not only within our own industry but many others too. It's important to bear in mind that your appearance could be the deciding factor in whether you gain or retain a job. If you are scruffy and have poor personal hygiene it may be enough to tip the balance and have your potential customer choosing another company over yours. After all, if you and your equipment are not clean, what will reassure your prospect that you are capable of cleaning his/her soft furnishings to a reasonable standard? So, take a good look at yourself. Are your working clothes smart enough? Are they clean and ironed? How is your personal hygiene? It's always a good idea to carry some deodorant, mouth wash, a spare uniform and a clean pair of
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shoes to keep you fresh throughout the working day. Also, in terms of workwear, please remember that a pair of blue jeans can cause permanent dye transfer when in direct contact with damp carpet or fabric. They also stay wet for longer than a smart pair of uniform trousers. Equipment: A clean well maintained van and equipment is also essential as, again, if the van and equipment are dirty the prospect's confidence in you and your company will definitely take a nosedive. The worst enemy of any machine or equipment is the operator, the next is soiling. Any carpet/upholstery cleaning machine, regardless of manufacturer or type, works on the same principle of picking up, transporting and temporarily storing soil and small
foreign objects, so it is imperative that you regularly clean the machine to avoid dirt and germ transfer from one client’s home to the next. Looking after your machinery both inside and out will also ensure that it lasts longer. A machine which breaks down whilst you are undertaking a job is definitely NOT a good way of inspiring confidence in a prospect, so make sure that mechanical maintenance is regularly undertaken too. Listen to the rhythm of your machine. By listening you can tell if something is starting to go wrong long before it actually breaks down. But, just in case something does go wrong, you should always have the tools to be able to make minor running repairs to your machine without assistance. Calling for assistance may make you look less competent than you are in the eyes of some people. If all else fails you should always make sure you have spare equipment on your van to back you up. At the end of every working day, machines and equipment should be thoroughly cleaned, polished and checked for mechanical faults, so you are able to begin the next working day with confidence. Every week a thorough check should be carried out on all your machines and equipment - a practice which can help solve problems before they happen! Maintenance doesn't take long and really is worth it. Just remember, we are in the business of selling cleanliness, and a prospect will see you and your machinery as a unit. So, you may have an excellent website and a brilliant marketing plan but it won't work if you don't look the part.
NCCA membership ID cards Have you got an NCCA membership Identification card? This card will enable you to introduce yourself to clients, and is a considerable asset, particularly when calling at secure premises such as banks, stores, etc. It is FREE to NCCA members and their technicians and should be renewed annually. If you would like to order an ID card you must supply a photograph, with a forward facing head-and-shoulders shot (we can crop out any background if necessary), either by post or electronically. You must clearly indicate the name to be displayed on each card requested. To order your ID card send your request, together with photograph, to: admin@ncca.co.uk or by post to the NCCA office.
IMPROVE YOUR IMAGE WITH THE NCCA SHOP Are you making the most of your 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 at: www.ncca.co.uk
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A guide to customer complaints (part nine) Lewis Scroby (NCCA Standards and Fair Trading)
NCCA Standards and Fair Trading Officer, Lewis Scroby, continues his series on dealing with customer complaints. This month's article focuses on dealing with difficult customers.
A
common occurrence when disputes arise with difficult customers is that the member expected there would be a problem. There have been several complaints reported to the office that came as no surprise to the member because they 'had a bad feeling about this customer' from the start. It is an unfortunate fact of life that some people will try to get something for nothing and we are quite aware that there are what can be considered 'professional complainers' out there. Some members have unfortunately been 'trapped' by customers in the past. If you do end up in a situation whereby a customer is being unreasonable and appears to be looking to gain something (a refund/free clean, new carpet, etc.) your procedures for dealing with this should be exactly the same as a standard or justified complaint. You may disagree with everything they are saying, but remaining professional is the best way to ensure the matter doesn't escalate and can be quickly and properly dealt with. Remain calm and listen to their claim (no matter how ridiculous - believe me, we've heard them all), respond accordingly, ask for a written report if it will help. Don't argue or rise to aggressive levels of communication, even if the customer does. Focus on procedure, you'll be amazed how easy it is to respond to even a completely unjustified complaint
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when your answers are part of a set process. This also allows you to be reassuring without committing to meet their potentially exaggerated expectations for a resolution. The fact you have procedures in place can assist in general. Informing your customer that you take complaints very seriously and follow a specific investigation process may put some people off pressing their baseless claims. Involving the Association can have a similar effect with would-be complainers. If they are informed their grievance can be passed to a professional organisation who will arrange a thorough review if they can provide a full written report, those that can't justify their position can be instantly put off. One of the benefits in this industry is you get the opportunity to review the situation, and also the customer, before committing to the job. Another reason pre-clean surveys and on-site quoting are important is you can determine what (and who) you are dealing with before the work has started and you are stuck with the contract. If you have a concern about a customer or the potential for a complaint to arise, there is always the option to walk away. Many of the most experienced cleaners are sure they have avoided complaints by simply turning down the opportunity to do a job due to a gut feeling that the customer will not be satisfied or is looking for an opportunity to 'try it on'. Tell-tale signs in their initial enquiries can sometimes help in identifying the potential of this happening (if their first question is regarding your insurance cover rather than your service for instance). If you get the inkling that a customer might be a
Diary Dates 2014/15
problem, you can ensure the potential for making a complaint is minimised by following standard procedures. Complete a written survey, provide terms and conditions, have them sign to confirm they understand anything you have brought to their attention and carry out all your cleaning processes to the NCCA standard. These are things that members should be doing on every job, but have often been lacking when complaints are brought to our attention. Customers aren't the only concern of course. Sometimes you'll see an item and know instantly that there is a major risk in cleaning it. Although we know a lot of you want to tackle everything you come across and have worked many miracles in your time, there will be some things that are beyond saving and some customers that are at the ready when things don't go your way. If you are confident you can get a result, by all means go ahead but make sure you properly prepare and cover yourself. Carry out a full survey and pass the results to the customer in writing - ensuring that they are well aware of the risks and potential consequences (consider a liability waiver if it would provide more peace of mind), follow best practice, take care in what you're doing, inspect before and after and communicate with the customer throughout. Many of these are, again, things that should be fairly standard practice on every job. If it goes well then that’s great, if not there should be no reason for recourse from the customer. We've even found that clients are highly appreciative of the warnings and can learn a lot from the pre-clean processes and survey reports. Next month the final article in this series provides a summary of previous articles, advice and recommendations.
NCCA COURSES Carpet & Upholstery Cleaning 21st - 22nd November 2014 23rd - 24th January 2015 20th - 21st March 2015 22nd - 23rd May 2015 10th - 11th July 2015 18th - 19th September 2015 20th - 21st November 2015 Advanced Spot & Stain Removal 20th February 2015 26th June 2015 9th October 2015 Health & Safety for the Carpet & Upholstery Cleaner 19th February 2015 8th October 2015 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 (HERTFORDSHIRE) Carpet Cleaning Technician with Paul Pearce 25th - 26th November 2014 Upholstery & Fabric Cleaning Technician with Paul Pearce 2nd - 3rd December 2014 Held at Alltec Network, Royston, Hertfordshire. Tel: 01763 208222 IICRC COURSES (SURREY) Carpet Cleaning Technician with Adam Jankowski 24th - 25th March 2015 10th - 11th September 2015 Upholstery & Fabric Cleaning Technician with Adam Jankowski 31st March - 1st April 2015 25th - 26th November 2015 Held at National Flood School, Surrey. Tel: 01252 821185 Visit: www.iicrc.org for further details on all IICRC Training Courses.
Cleaning systems, methods and techniques Derek Bolton (Honorary Member)
I
am sure that we all wish to do the best job we can for our customers and we all know, of course, that this is the best way to keep them. They, hopefully, will then be out there spreading the word to their friends and family about the excellent service we provide. This unpaid army of salespeople is a tremendous asset to any business and should be carefully nurtured. However it never hurts to ask ourselves, from time to time, if we in fact are providing the best service we can. I remember distinctly, some years ago, my old mate 'the Old Man of Essex' writing an article for Newslink along the lines of 'How clean is clean?' He was discussing the perception of cleanliness; we all have our own ideas, but do our perceptions conform to those of our customers? Over the years I have witnessed varying degrees of 'clean' in work undertaken by other cleaning contractors. In some cases, surprisingly, the customer has been happy with the clean when they really shouldn't have been. A classic case was when I visited a customer to treat a new carpet (which had been fitted that morning) with a protector. I duly carried out the work and was then asked if I would also apply protector to the carpet in the next room, which had been cleaned by another cleaner earlier that day. The appearance was awful so I asked if they were happy with the clean. The customer's answer was, surprisingly, 'yes'! I will be honest here, I made some lame excuse as to why I couldn't treat it and left. Obviously it was lost revenue, but if I had gone ahead with the work I could envisage big trouble for me at a later date. The aforementioned carpet had been bonnet
cleaned‌ badly! It was sticky to the touch and, quite frankly, still soiled. I left the customer none the wiser since they were happy with it. NCCA courses, along with other training schools, explain the uses of different cleaning techniques, highlighting the benefits and limitations of each system. The instructors will guide you as to how, when and where to use the various systems to achieve a satisfactory result that will, hopefully, be acceptable to your clientele. What I am trying to say is, whether its machines or chemicals, all systems have their uses and each can perform very well in the areas for which they are suited. It's up to us to determine their suitability in each situation, and that's where our professionalism comes in. There are substrates out there where the
amount of moisture that comes into contact with them should kept to a minimum, hence the use of Dry Powder compound cleaning or Low Moisture cleaning using rotary style equipment. Techniques using extraction machines can be adjusted to allow them to be used with reduced moisture. Sometimes by carefully using a combination of different styles of cleaning machinery we can produce excellent results without causing any secondary damage‌ it just takes a little thought that's all. Think also about the type of soiling that you are encountering. For instance, how deep has the soil penetrated into the fibres and, dare I say, into the backings (think oil/grease)? Ask yourself if a low moisture technique or dry compound will deal with this effectively over a period of time. Maybe it is so
bad that even an extraction clean may not deal with it efficiently without resulting in wick back. When cleaning upholstery there are some excellent really low moisture hand-tools now available that will eliminate many of the associated risks that we might encounter. So a combination of the right tools, the appropriate cleaning chemical/s AND the right technique should result in an excellent job. One other thing is to make sure that you fully understand how the hand and floor tools work and how you can use their respective performances to your advantage. Likewise with cleaning chemicals, they each have their own unique characteristics that can either work for you or against you. It is obviously in your interest to learn how they can best work FOR you.
Things to look out for when cleaning upholstery
NCCA Library
W
hen cleaning upholstery be aware that there may be potential problems lurking within, ready to catch you out. Things to look out for are: 1. MANUFACTURERS INK MARKS These marks may be felt marker pen or even biro ink, which has been placed within the interior of upholstered furnishings as a guide for the assembly or cutting processes. Unfortunately they often suddenly blossom out of the fabric during the cleaning process. 2. INSUFFICIENT HEM MATERIAL Have a look to see if there has been sufficient material folded back in the hem of each seam. If there is insufficient material this could result in fraying, splitting and weak and gaping seams following the cleaning process. 3. PAPER OR CARD INSERTS - These can often be found within the valance/pleats of the suite and can buckle under wet conditions, so keeping these areas of the suite as dry as possible is always recommended. 4. BUTTONS - Keep buttons as dry as possible and towel them off to inhibit the likelihood of rust staining coming through from hidden metal button caps. 5. TIGHTLY TENSIONED MATERIAL - This can appear in main wear or body contact areas. These areas often warrant more vigorous
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cleaning but are likely to be weak and prone to splitting. You will need to question if the fabric can take it. 6. FOAM INTERIOR BREAKDOWN OR POWDERING Cleaning the affected areas with suction systems can often pull yellow powder through the fabric causing pronounced yellow discolouration. 7. INSECURE FABRIC PANELS - If these are flimsily stapled onto a weak sub-frame interior it can cause problems when cleaning. Too much pressure when using a hand tool, or perhaps fabric contraction during cleaning, can be enough to pop the staples out and damage the suite. 8. UNSTABLE DYES - These can be found in deep dyed materials. Fading/loss of colour after cleaning or a spot removal process can occur.
Health and Safety?
Terry Guilford (The Ultimate Floor Sanding Co.)
I
would like to talk about one of the sacred cows of modern life and question whether it: a) has a genuine function, and b) if it does, if it is now more about making money than fulfilling its function. The 'industry' I refer to is Health and Safety. I have written many times on my support for the European legislation on Volatile Organic Compounds (VOC’s) and, having felt the benefits personally, I am still in favour of this type of progress. What I am specifically referring to is the fact that an industry has 'invented itself' that is making life difficult for small companies, adding to costs and in extreme cases making things more dangerous. In Ireland we have a scheme known as Safe Pass, a laudable idea launched in the year 2000, just before the construction boom. It costs around €100 for a one-day course and aims to cover the basics of working on building sites (excavation, PPE working at heights etc). Once the course is taken and the exam passed (not sure if anyone has ever failed) you get a little plastic card valid for four years which no one ever asks for (great for applying filler though!). When you apply to do the Safe Pass course they ask for your PPS number which is our version of a social security number…. WHY? If it's about safety then this shouldn't be relevant. After
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all it could put some people off taking the course, the very people who need it in fact! If it's about tax collection, then of course it's very necessary. After the four years you do exactly the same course again (after giving your PPS number thus confirming you are still in construction)…. what do you mean that sounds cynical? So moving on from Safe Pass, let's talk about Method Statements and Safety Statements that are beloved by administrators everywhere. There are many companies willing to help you prepare these for a fee or you can go on to the HSE website where there is help as well as examples and templates. So, again, perhaps a sound idea in that it makes you think about what you do and how you do it. But is it really about safety and, if it is, then why, despite them being made a condition of employment, have we (on many occasions) not
actually been asked for them when we turn up? So, what about the experts in Health and Safety, the local officers that travel to sites looking for serious problems? A few years ago a friend of mine was on a building site laying wooden floors. One of his employees was using a chop saw to cut the flooring to length when he was approached by a twenty-something young lady who was a local safety officer. He was instructed that he should be wearing gloves while using a chop saw. He pointed out that doing so would make the job MORE dangerous as gloves would mean he would lose his feel for the piece he was cutting and it would therefore be MORE liable to slip and cause injury (a fact that any carpenter will confirm). Quite what a piece of wool was going to achieve when faced with a tungsten carbide blade spinning at several hundred rpm is beyond me. Anyway, he was told to wear gloves or get off site and, being a practical sort, he wore the gloves. If it were me (being a
thick cantankerous sort) I would have walked off site and left the Health and Safety officer to sort out the unhappy client herself. A short while after this incident I was working on a large site that had two flooring contractors on it, us and another company. Human nature dictated that one of our lads wanted to see the quality of the work the other company was carrying out. He came back and reported that they had a table saw running in a very narrow hallway lit by 110 volt emergency lighting. The saw was running continuously as it had no on/off switch but, worse still, it also had no blade guard! As this was so dangerous we reported it to the site manager... who did NOTHING. Later that day a young man lost a finger. I started this article by asking if the health and safety industry has a genuine function and I think every reasonable person would agree that it has an extremely important function. This is why we must ask the question, has the industry become more about making money and ticking boxes (careful how you lift those boxes) than fulfilling its function? In my opinion the reality is that the legislation, which COULD actually have a big impact on life quality, is not enforced because it doesn't make money for anyone. However, making it law to attend courses is easy for administrators to do AND generates revenue.
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NCCA - The early days
Cecil Aigin (Honorary Member)
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Photographs ŠCecil Aigin
I
t is hard to believe that forty five years ago, before our association came into being, it was a very rare event for carpet cleaners to meet and exchange ideas. But that was exactly the situation until our founder, the late George Holloway, took steps in 1968 to create what was to become the Carpet Cleaners Association. George was the managing director of Holloway Equipment, a company specialising in the manufacture of machinery for carpet and upholstery cleaning. The Haig Abadjian demonstrating at an early Stain Removal course company originated the Holloway Power Brush which might well have meet and exchange ideas. He knew that in so been the forerunner of other similar power doing the industry would grow and develop a high vacuums. level of professionalism. In order to achieve this, George Holloway was a man of vision and he he brought carpet cleaners together at a forum in was aware of the shortcomings of the carpet West London and introduced the concept of an cleaning industry. In the 'old days', prior to the association. Those present were invited to offer setting up of our association, there was a their services in forming a committee which could complete absence of dialogue and cooperation move forward and take the first steps to the between carpet cleaners. There was reluctance for inauguration of a representative group in our carpet cleaners to meet together and discuss their industry. operation in case a competitor learnt something I was appointed honorary secretary of the from them. founding committee which included George Consequently George made it his aim in life to Holloway, Bill Franklin, Alan Vaughan, Brian Smith, create a platform where carpet cleaners could Doug Turnbull, Ron Woolfe, Fred Duncombe, Ray
Denham and Phil Garner. The original committee home of Valery and Doug Turnbull, near Bedford, was subsequently supported by Haig Abadjian, and subsequently at the offices of Patent Steam David Benardout, Harry Fitchett, Bill and Ian Day, Carpet Beating Co. near to the City of London. Nick Heath, Bill Lakin, Paul Pearce, Derek Bolton, High on the list of priorities of the founding Chris Taylor, Ron Bates, John Durham, Ken committee was the appointment of honorary Moorhouse and many others. officers and sub committees to generate I regret that the membership, passage of time training, has caused the standards and names of many promotion. colleagues to slip Technical my memory, but I training courses remember their were held at the friendship and the works of Abadjian great contribution Ltd in they all made in Wealdstone, the early days of Franklins of the NCCA. Sheffield, Thames Regrettably Carpet Cleaners in David Benardout dealing with stain removal several of those Henley on named, and other members, are no longer with us Thames, Patent Steam in Birmingham, Bill and Ian and we are sad at their passing. Day in Macclesfield and at hotels in Nottingham A very reluctant George Holloway was elected and Leicester. first president. His wish was that the CCA should I have one vivid memory of a carpet cleaning be controlled by professional carpet cleaners and course when a member of the training team was not by manufacturing interests. He relinquished demonstrating a foam shampooing machine. He the presidency at an early date in favour of the forgot to switch on the vacuum and before long he late Bill Franklin. had generated a blanket of foam which reached From those early days the then 'Carpet Cleaners above his ankles. Association' was created. (The title was changed to The category of 'Corporate' Membership the 'National Carpet Cleaners Association' at a (previously 'Associate' Membership prior to the later date in order to reflect the nationwide membership restructure last year) was established representation of our membership). Continued on next page Early committee meetings were held at the
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Continued from previous page
from the very early days and enabled manufacturers of products and machinery to play a major role in the future of the association. Promotion and public relations were also on the list of priorities and a council member was appointed to take care of those important activities. At a later date a PR specialist, Jay Grenby, was appointed who successfully promoted the activities of the NCCA to home editors, the carpet and trade industries and, whenever possible, the national press. The first Annual Conference was held in 1968. It was a one day event and took place at a west
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A later confernce
London Hotel. This was to be followed by full weekends incorporating exhibitions of machinery and products by corporate members, a programme for ladies and a dinner dance.
Photographs ŠCecil Aigin
The very first conference in 1968. Against the right wall from the left are: George Holloway, Member of the press, Cecil Aigin, Doug Turnbull, Alan Vaughan
Conferences were held at a variety of prominent on their care pamphlets and carpet samples. hotels in different parts of the country. An international carpet fibre producer appointed As the association grew, the services of a full time NCCA members to service carpets containing their secretary became essential. Ken Glibbery was the specialised fibres when consumers experienced first to be difficulties in The NCCA magazine has matured over the years appointed and, removing stains. at a later date, Our magazine, Les Hartle was which was appointed originated by the professional late Alan treasurer. Vaughan, has The NCCA matured over became time and recognised as a continues to play leading authority a major role in in carpet communicating cleaning and was with the represented on membership and many important promoting our committees, association. groups and associations. We The NCCA has moved along contributed our time to the smoothly throughout the years, formulation of the BSI standard directed by successive Presidents for a carpet shampoo and for the and management teams, all cleaning requirements of textile dedicated to the best interests of flooring in computer our members, and the public who establishments. entrust their valued floor An original spotting guide was coverings and furnishings to our produced based on information care. Needless to say, the provided at training courses and continued success of the NCCA is this was superseded by a completely new 'Stain in the hands of future members who will benefit Removal Guide' written by David Benardout. from all the hard work and dedication of past and We developed close relationships with prominent present members and management. carpet manufacturers who recognised the value of I think we would all agree that it is a very an NCCA endorsement and we were recommended valuable inheritance.
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How to sell your commercial business Are you thinking of selling your commercial cleaning company but don't know where to start? Well, support is at hand to help you navigate this process. Ross Bennett, an experienced Business Broker at Axis Partnership (specialising in the sale of commercial cleaning companies throughout the UK), shares his advice and tips on getting your business ready for sale...
D
eciding to sell your business can be difficult and stressful but it doesn't need to be - the key is preparation. There are a few key questions that you need to ask before you begin the process of selling your business: 1) Do I have a strong management team and infrastructure in place? 2) Do I have written evidence of contractual, ongoing work with clients so I can demonstrate that my business is sustainable? 3) Do I have multiple revenue streams? Being reliant on a few key clients is not going to make your businesses attractive to buyers. You need to be able to demonstrate that you have multiple revenue streams so if one dries up, the business is not affected as much. 4) Do I have strong profit margins and evidence of keeping overheads down? If you can answer yes to all of these then you are ready to go - buyers need the confidence that you have built something that is sustainable, that has a good reputation, and most importantly, they know it has a strong future. So your business is ready to sell, but where do you
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Ross Bennett (Axis Partnership)
go from here? You need to make a decision about how you want to sell your business, do you have the time, commitment and knowledge to market it and sell it yourself or are you going to invest in an expert to do it for you? In the same way that you would employ an estate agent to sell your house, you may want to seek help from an expert who can support you through the process of selling your business. If you are concentrating on the sale of the business and NOT driving the ship forward (keeping the profits where they are or even improving them) then who is? The sale process could take up to 18 months in some sectors, which is why it is beneficial having an independent advisor on the sale 24/7. Independent advisors can guide you through the tricky legalities, help you avoid time wasters, and use their knowledge and contacts to get you the right buyer who will pay the right price for your business. Whether you decide to go it alone or seek the support of a seasoned professional, here are three top tips for anyone thinking of selling their business: 1) Put yourself in the shoes of the buyer and ask yourself if it is a business you would want to buy and why. 2) Be prepared, you don't want to lose a buyer because you haven't got your documentation organised and available. As a starting point you will need: Profit and loss statements for the last three years, balance sheets from the last three years, tax returns from the last three years, list of equipment, lease agreements, insurance policies, employee
NCCA Corporate Members + Allied Insurance Services Ltd: 0844 8156211 (I) + Alltec Network: 01763 208222 (C/M/F/T)
agreements, customer contracts, equipment leases and bank statements. 3) Seek the advice of experts and take advantage of the relationships they have built with professionals in the business community who can help you, like solicitors, finance companies and accountants. For more advice and information about selling your business visit: www.axispartnership.co.uk/selling/
+ Amtech UK: 01444 232211 (C/M) + Ashby's Cleaning Equipment: 01795 436999 (C/M/E) + Asset Finance Solutions UK Ltd: 01254 584404 (FI) + Bio Productions Ltd (inc. Stapro): 01444 244000 (C) + Camberford Law (insurance brokers): 0208 315 5000 (I) + Chemdry Franchising Ltd: 01482 872770 (C/M/Fr) + Chemspec Europe Ltd: 01274 597333 (C/M/T/D/F) + Cleanerswarehouse Ltd: 01772 434333 (T/C/R/M) + Cleaning Systems UK: 01334 656787 (C/M/T/F) + Cleansmart Ltd: 0115 8240034 (T/C/R/M/K) + Cleantec Innovation Ltd: 0870 733 7733 (T/C/W/M)
NCCA Member Benefits
+ Columbus Cleaning Machines Ltd: 01772 426527 (M) + Crisp & Brite: 01509 881137 (C/M)
Adelante Merchant Services: 01628 820500
+ Dri-Eaz Products Ltd: 01908 611211 (C/M/T)
BeValued - Home Options (specialist claims management - insurance work): Call Shaun Mulvey on 01323 418432
+ Furniture Clinic Ltd: 01207 279964 (C/Tr)
Control Account PLC: 01527 882901
+ Dry Fusion UK Ltd: 01772 433711 (C/M/T/W/Fr) + Get Booked Up Software: 01405 813665 + Gleaming Insurance (insurance brokers): 0845 4740068 (I) + Hi-Tec Cleaning Group: 02866 341416 (C/E/F/M/T)
Hibu (previously Yell): ask for Corporate Advertising Department: 0808 100 7890
+ Host Von Schrader Ltd: 0151 347 1900 (M/C)
HMCA (free legal & counselling helpline): 0117 934 2600
+ LTT Leathercare: 01423 881027 (T/Tr)
HMCA (medical health cover): 01423 866985 Payatrader: 01296 660177 SiteWizard (website creation): 08450 608860 Thompson Local: ask forCorporate Advertsing Department: 01252 390385 TrustMark (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)
+ Hydro Dynamix: 01622 664993 (Fr/T) + Mailboxes Etc: 01628 633336 + McGregor Lloyd (insurance brokers): 0121 706 0616 (I) + NSL Restormate: 01670 590099: (M/C/Tr) + Nu Life Stone Care Ltd: 0161 480 7284 (M/C) + Oates Laboratories (Europe): 01772 433711 (C) + Prochem Europe Ltd: 0208 974 1515 (C/F/M/T) + Rainbow International: 01623 422488 (M/C/Fr) + Restoration Express: 01252 726106 (M/C/T/A) + Robert Saunders Marketing Mentor: 08450 537129 (K) + Sebo UK Ltd: 01494 465533 (M) + ServiceMaster Ltd: 0116 275 9000 (M/C/Fr) + Stainshield Ltd: 01372 841467 Š + Textile Cleaning Solutions: 01934 521155 (M/C) + The Big Clean: 0208 3934778 (M,C,W,K) + The Ultimate Floor Sanding Co.: 00353 91846488 (M/C/Fr) + The WoolSafe Organisation: 01943 850817 + 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.
Items for sale BUSINESS FOR SALE Small, long-established, reputable working carpet, upholstery and soft furnishings cleaning company. Essex based. Owner Operator retiring. To be sold as a complete package only. Mobile HWE and dry cleaning system. Domestic and commercial clients. Genuine interested parties only please to call 07903 497298 and leave details. EQUIPMENT FOR SALE Prochem 250 ft vacuum hoses for truck mount £150.00. Chemspec hose reel for truck mount plastic - £200. Prochem sadle tank for truckmount 227 litre/60 gallons - £250.00. Contact aquadriinfo@btconnect.com for further information or contact Andy on: 07970 544806. BUSINESS FOR SALE Small long-established reputable NCCA registered working business, specialising carpet, upholstery and hard floor cleaning. Northumberland based owner/operator retiring. To be sold as a complete package only. Sign written 55 plate Iveco Daily van with fitted Prochem Blazer Truck Mount. High pressure and extraction hose reels complete with hoses, including wands, hard floor surface spinner 3 turbo dryers fans, 4 dehumidifiers, MMs Plus, Sebo vac and duo, Rotary scrubber, plus lots of other equipment and chemicals. Plus a fully SEO website. Genuine interested parties only please. Call 01670 787185. EQUIPMENT FOR SALE Ashbys Sensei Carpet cleaning machine with dry cleaning facility, comes with dry clean hose and curtain hand tool and hose bag - £800.00. Dry fusion rotary machine with drive board - £600.00. Power flite 500psi twin vac carpet cleaning machine, only used as back up, two years old £1400.00. Esprit Von Schrader upholstery machine still under warranty only used 5 times - £2500.00. Ashbys power brush - £300.00. Ashbys spotting machine with hose and hand tool - £300.00. Ashbys V2 steam attachment only used twice - £300.00. All Items plus VAT. If interested please call Peter on 07866 905 424, or 0208 850 2085, or Email: peterscarpetcare@aol.co.uk Buyer collects from south east London.
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TRUCKMOUNT Banclene truckmount complete with base unit, stainless steel 80 gallon recovery tank, 100 gallon solution tank, 150 feet of vaccuum/solution hoses, floor, stair and various upholstery hand tools, inline heater and misc parts etc. The van has been sold separately. Selling due to retirement and will consider the highest offer. Call Derek at Aquamaster on 01845 537640 - mobile 07976 218304 or email: derek@aquamaster-yorkshire.co.uk COMMERCIAL VACUUM CLEANER Sebo BS 36 Comfort commercial vacuum cleaner for sale. Excellent condition apart from a few scratches - hardly used. Includes three attachments: dusting brush, upholstery tool & crevice tool - hardly used. Also 9 new waste bags and instructions. Excellent buy for £175.00 ono. Collection only. Contact Andrew on 07730 203008. OFFICE PRINTER/COPIER Duplo DP-2211 Single colour A3 or A4 duplicator. Full working order, any fair trial. Ideal for low cost Flyers. Some consumables. PC Interface, prints direct from P.C. or printed copy - £250.00 o.n.o. For further Information Contact gary@amazingcleaning.co.uk or call 0116 267 2720. Based in Leicester. EQUIPMENT FOR SALE Airflex Storm 800psi, Solution hose 25ft(high pressure), 25ft x 1.5" vacuum hose with 1.5" cuff fitted at each end, Westpak 4" stainless steel hand/detailer tool with splash guard, 6" stair tool, Upholstery Pro Sapphire Hand Tool, HOST Reliant agitator, Sebo BS36 upright vacuum cleaner, Dri-Eaz Air Mover Sahara E 3 speed, Magma heater 1313, Assorted horse hair brushes, Furniture Foam Snap Blocks x 360, Orion 6L Sprayer with nozzle set, 10 Litre Bucket x 2, Carpet Sliders x 8, pH Test Paper, Corner guard, Hose hook, Pumptec Powersprayer BOM, Mesh hose bag. Assorted cleaning chemicals some opened. Bereavement forces sale. Cost: £4500 ONO (Bought as new in 2013 for £7500). All items used a maximum of 5 times so in 'as new' condition. Please contact Jamie Edmonds at: Jledmunds@hotmail.co.uk. Tel: 07795 546037. Items located in North Cornwall.
Items for sale VAN & TRUCK MOUNT + EQUIPMENT VAN: Fiat Ducato 35 Multijet LWB / Only 3,200 Miles / Taxed April 2015 / Ply Lined / Linex Coated / Shelving. TRUCK MOUNT: Phoenix 570i / Only 91 Hours / LPG Gas Conversion / All Tanks Hoses & Reels / Water Softener/Filter. EQUIPMENT: Evolution Wand / Pre Sprayer / Carpet Rack / Stair Tool / Upholstery Tool / Ramp / Von Schrader Esprit Dry Cleaner. Genuine enquiries only please. Mobile: 07775 507227. Email: re_nulife@btinternet.com
FREE CLEANFAX MAGAZINES Andrew Hoyland, of carpet cleaning company Freshclean in Cheshire, is offering 75 FREE Cleanfax magazines (ranging from 1998 up to 2005) to anyone who can come and pick them up. They are a few years old but still full of very useful information for carpet cleaners. He lives in Lowton near Warrington. If interested please call Andrew on: 07973 399903 or email: hoylandandrew@hotmail.co.uk
EQUIPMENT FOR SALE - IDEAL FOR NEW BUSINESS Everything you need to start carpet cleaning, including: Ashbys Ninja adjustable up to 400psi with Dry Cleaning Functionality built in, 2 x25m vacuum hoses, 1 x silencer hose, 1 x wand, 1 x upholstery tool, 1 x dry cleaning solvent tool. Sebo Duo agitator. Sebo Vacuum BS36. 1.5hp blower dryer. Truvox high speed buffer. Prochem Stain Removal kit. 2 x 6 litres pressure sprayers. 1 x 1 litre upholstery/spot sprayer. 1 x vinyl mat for Ninja and 1 terrapaulin sheet. Huge array of chemicals including: Prochem Power Burst, Defoamer, Prochem Pre Spray Gold, Prochem Natural Carpet Cleaner, Ashby's supreme Anti Grease, Prochem Browning prescription, Prochem Fabric and Fibre Rinse, Ashby's Extra Fresh, Prochem Odour Fresh. Box of other bits including: shoe covers, brushes, polystyrene pads, measuring jugs, dry compound. All in excellent condition. Selling as my second business is consuming all of my time. Selling for £1950. Contact Richard on 07903 841534.
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.
VACANCY & BUSINESS OPPORTUNITY Experienced full time Carpet and Floor Care Technician required. Own van and equipment an advantage but not essential. Good business incentive package (profit share or buy in). Area coverage M4 corridor from Bristol to London. Apply by email to glynn.norcutt@gnccontractservices.com (with full CV, etc.) or telephone: 01672 871882 or mobile: 07831 172743. TOOL 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.
EQUIPMENT FOR SALE Victor Sprite 12" Rotory Machine. Used once. Was £855 - Accept £450. Collect from Coventry. Tel 02476 620444. MACHINERY FOR SALE CFR Paramount 1000 PSI machine - delivering 1000 pressure per square inch. 95 litre recycling tank, great for commercial and domestic work £600.00 o.n.o. Contact davidkendall40@aol.com for further information or phone David on 07768 667824 or 01277 824546.
The Association advises that all goods are checked to be in a satisfactory condition, and comply to electrical and health and safety standards, etc. It is recommended that equipment serial numbers should be checked to ensure the seller is the legitimate owner. The Association accepts no responsibility or liability arising from any transaction or dispute between the buyer and seller.
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Going Going - Gone! BEFORE
Say e dby goo ains! t to s
AFTER
Dye Gone offers a unique new package and application device to remove the severest of dye stains including: coffee, tea, wine, hair dyes, paints, candle colours etc. No need to mix - just spray - wait and the stain is gone.* *pre-test carefully and rinse out after stain is removed with cold water.
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