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Seminar Reviews
"I would like to thank you once again for your time as well as your incredible knowledge. Your class really brought a lot of important cleaning techniques and I was able to grasp and obtain the information much more easily with the way you explained and broke each step down. You are an amazing instructor and I’m truly grateful to had the opportunity to meet you and much more honored to call you a friend. I look forward to taking my new found knowledge straight to the field of this amazing, growing Industry."
Charlie D.
Charlie D.
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"Super cleaning class today! Classroom training, lunch and homework. I feel like
a kid again!" Don H. |
"Jeff did a great job engaging
the class and answering all the questions we could throw at him." Larry B. |
"It was an excellent course and I gained a ton of information. Very well constructed and
presented. " Steven W. |
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Classes | Workshops | Events
Visit the Totally Booked University site for upcoming marketing workshops
Visit the IICRC Schedule Page and use the search function for IICRC certification classes
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Most business owners take advantage of open enrollment classes near them. But if you need an IICRC Carpet Cleaning Technician (CCT) certification workshop or an IICRC Upholstery and Fabric Cleaning Technician (UFT) certification workshop at your location for your own staff...
... Click here to learn more. Attention Business Owners:
Besides technical training, take advantage of some of the industry's absolute best marketing and business building workshops at Totally Booked University. |
Here are some examples of graphics you can get from MarketingZoo!
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Carpet Cleaning Technician
This comprehensive carpet care seminar, taught over two days, includes modules on fiber and carpet identification, advanced cleaning techniques and methods, problem solving methods and spot and stain removal. We cover cleaning chemistry in detail so you understand the reaction of soils and cleaning solutions. You will learn advanced methods and "tricks of the trade" that will make you an expert cleaning technician. Carpet cleaning certification training classes are perfect for beginners or veterans alike. Keep up with advanced techniques as the industry is constantly changing and improving.
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Upholstery Cleaning Technician
This valuable, two-day seminar will keep you out of trouble. Many cleaners avoid furniture cleaning, but there’s no reason you should. We talk about all fiber types, how to clean them, what method of cleaning works best – and at the same time, works safe. Furniture cleaning can become a tremendous profit center for your business. Cleaning chemistry, spot and stain removal and problem-solving techniques are a large part of this class. Upholstery or furniture cleaning certification training classes are a MUST for cleaners to learn skills that will keep them out of trouble. Be ready to learn how to care for even the most delicate fibers and fabrics.
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Color Repair Technician
This workshop will teach you how to become a spot and stain removal master, and how to repair color loss either from your own stain removal efforts or from bleach discolorations and other color loss related issues that you see every day. Color repair may seem intimidating, but with hours of hands-on instruction in this two-day class, you will see how easy it is. Every carpet cleaner should have these skills. Your customers will call you to fix their "bleach spots" when they know you offer this type of service. This color repair certification training class is required to attain IICRC Master Textile Cleaner status. Part of the certification test is based on hands-on training.
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Spot and Stain Removal
Although not a certification class, this continuing education workshop shows you how to identify spots and stains, choose the best cleaning chemistry (solutions), methods for removal and more. Learn how to remove mustard, furniture stains, Kool-Aid and other tough dyes, ink, permanent marker, iodine, wine, grape juice, copier toner, fingernail polish and other cosmetics, and more. Specific challenges such as old urine stains, removing filtration lines, how to identify spot and staining substances and "thinking outside the box" techniques will make you a master in spot and stain removal.
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Learn how to safely and effectively clean carpet and furniture and avoid costly mistakes!
There are tens of thousands of carpet and furniture cleaning companies in the United States.
Competition can be tough in your marketplace. Learning technical skill and solid procedure to clean carpet and furniture is absolutely necessary and certification training for all technicians should be part of your company's business model.
Remember, your customers assume you will do the best job possible. Carpet and furniture cleaning expertise is what they expect. An IICRC approved cleaning seminar is a great way to accomplish this.
Join Jeff Cross, executive editor of Cleanfax, for a carpet cleaning, furniture cleaning, color repair or spot and stain removal class or workshop. You will learn all procedures recommended by the IICRC plus advanced methods to handle virtually any cleaning challenge. Keep reading for seminar descriptions and see the schedule of upcoming events below. Questions? Send an e-mail to Jeff Cross at (click here)
Competition can be tough in your marketplace. Learning technical skill and solid procedure to clean carpet and furniture is absolutely necessary and certification training for all technicians should be part of your company's business model.
Remember, your customers assume you will do the best job possible. Carpet and furniture cleaning expertise is what they expect. An IICRC approved cleaning seminar is a great way to accomplish this.
Join Jeff Cross, executive editor of Cleanfax, for a carpet cleaning, furniture cleaning, color repair or spot and stain removal class or workshop. You will learn all procedures recommended by the IICRC plus advanced methods to handle virtually any cleaning challenge. Keep reading for seminar descriptions and see the schedule of upcoming events below. Questions? Send an e-mail to Jeff Cross at (click here)
Removing carpet cleaning and furniture cleaning detergent (soap) residue and foam
Check out this video. It shows what it takes to rinse foam from an easy, smooth surface. Can you imagine if this was on carpet? A small amount of foam can kill the toughest vacuum in a truckmount. The amount of detergent was just one "squirt" into the sink! What do you do when you encounter foam in carpet? You may need defoamer... and be sure to turn off the heat as cold water will rinse foam out easier.
Here is a really cool document on allergens and cleaning. You can print and hand to your customers.
Pictures.
Pictures.
Institute of Inspection, Cleaning and Restoration Certification, IICRC, The Clean Trust, Carpet Cleaning Classes and Workshops, Carpet Cleaning Seminars, Furniture Cleaning Classes and Workshops, Upholstery Cleaning Classes and Workshops, Cleaning Classes, Janitorial classes and Workshops, Private Cleaning Classes, Jeff Cross, Cleanfax, Totally Booked University, Classes for Professional Carpet Cleaners, Classes for Professional Furniture Cleaners. Best Steam Carpet Cleaner Pataskala OH. Pataskala cleaning.
Truckmount Maintenance
The schedule is filling up. You have a full day of work.
You arrive at the job and start your truckmount and… it starts to make a funny noise. After a minute or two, it quits entirely, with a sputter and a pop. You say a silent prayer, or maybe utter a profanity, and try again, turning the key with hope in your heart.
You know the customer is watching, and she has even moved all the furniture for you. It’s pressure time. Will your truckmount get you through the day?
The starter engages, turning the engine over. It cranks and cranks… sputters and pops… but nothing happens.
So you call the manufacturer and ask for help. A mechanic gets on the telephone and asks, “What’s the problem?” The interrogation begins, and the final
determination of the problem is that you didn’t do something you should have done during the slow season. That’s right. You didn’t pamper your truckmount. It needed some attention and now it’s going to get it, but at the worst possible time — when you are busy.
Beyond the basics
Most dedicated users of truckmounted hot water extraction machines follow through with manufacture’s recommendations to change the engine oil, appropriate filters and to perform the normal lubrication of moving parts.
This article isn’t just about the basic, routine maintenance that is done year-round. This is a collection of tips from end-users and manufacturers alike who find that “doing more” to today’s machines keeps them running in top shape, especially during the busy season that is just around the corner.
Cleanfax asked the questions. Here are the responses.
End-user anticipation
Knowing that even the best machine in the world can have issues from time to time means you have to anticipate mechanical issues and be ready for them.
One way is to monitor your machine’s performance.
“Actually watch your gauges,” said Richard Johnson with Pioneer Janitorial Service in Live Oak, FL. “Hook up short lines and run it low, medium and full throttle to see if there are any spikes or drops. When you have a fined-tuned sports car, what do you watch more than people turning their heads? Your gauges! Gauges tell you everything.”
Besides gauges, Richard Smith with Modern Carpet Cleaning in Oroville, CA, suggests a regular look “under the hood”.
“Very small leaks cause corrosion. Taking a look under the hood while the machine is running is always a good idea," Smith suggested.
As mentioned, mechanical issues and breakdowns are going to happen, eventually. That’s why Torrey Whitaker, with Flooring Expressions Floor Care in Indianapolis, plans well in advance for that event.
“Budget a realistic amount of money to save monthly for normal and disaster repair or maintenance,” Whitaker said. “As basic as that sounds, many cleaners don't and then freak out when a $1,000 or more repair smacks them in the face."
End-user protection
Larry Lumbreras with Kolorkist Carpet Cleaning and Restoration Services in San Antonio, TX, knows that a slow death can occur to truckmounts if a specific procedure isn’t followed.
“Descaling your truckmount regularly is a must,” he said. “Not doing so will lead to loss of pressure and heat."
You can search the Cleanfax archives and find specific recommendations on descaling truckmounts, a maintenance issue that especially faces those working with hard water.
Besides what runs through the machine (cleaning solution), technicians might forget a very important component: The waste water that ends up in the waste tank.
Sonny Winters, owner of CFM Carpet & Upholstery Cleaners in Vashon, WA, sometimes forgets this but knows the importance now. "I think that the most forgotten about thing is the waste tank,” he said. “I keep forgetting to check mine because I use an external filter. Before I started using one, I was emptying the basket after each job and rinsing the tank out at the end of the day." So he makes an effort to remember what can’t be seen without lifting a lid and looking — what’s percolating in that big box in your truck.
Another important protection point is in regards to cold weather. If you have ever experienced a frozen machine, you know that the initial repairs may not be all that is needed. Future problems may surface.
Jack Newcomb with Laundry Express in Canton, OH, believes in dual protection for truckmounts. “Even though mine was always garaged, I kept a remote thermometer inside the truck,” he said. “I also had a small electric heater in the van for maintaining the temperature above freezing. Brass fittings freeze before anything else.”
Richard Baldwin, owner of Expert Carpet Care in Meaford, Ontario, Canada, knows that anticipation of breakdowns can be a protection. “Always keep a spare set of belts in stock,” he advises, along with other necessary parts that may fail at the most inopportune time. Besides this, Baldwin makes an annual trek to his truckmount dealer with a list of major maintenance options that need performed.
“I do this once per year, usually in the spring,” Baldwin said. “These are all those 1,000 hour things in the manual that I would prefer done by a truckmount mechanic. It is also a chance to fix or replace some of the things you have been letting go, such as malfunctioning hour meter, gauges or valves.”
Like most of you, Baldwin “likes to spend my time working, not fixing.”
Tips from the manufacturers
Besides end-users of truckmounts, Cleanfax asked truckmount manufacturers what they would recommend for smart spring season tune-up and preventative maintenance tips.
Analyze the following information and work hard to keep your machine in top operating condition. Keep in mind that some of the advice may be specific to certain brands and types of machines.
Mike Roden, vice president of engineering, Sapphire Scientific.
We always recommend that you store your unit — as well as your tools and chemicals — in a heated garage, but we know this is not always possible. If heated storage isn’t available, we strongly recommend that you put anti-freeze in your unit. Your owner’s manual will have complete instructions.
We recommend against using a small electric heater to keep your unit from freezing. Why? Because these small units can fail, for multiple reasons.
Winter is the perfect time to do your yearly maintenance. Check your hoses, belts, air and fuel filters, spark plugs… and change as required. Clean radiator fins, too, and check the water pumping system, seals and check valves, as well as chemical pump diaphragms and pump check valves.
And when you change the engine oil, consider changing it for 10w-30 viscosity oil. It never hurts to add a fuel additive like Heet to the fuel system. This will provide better engine protection in winter temperatures.
And don’t forget to give your vehicle engine the same attention!
Lou Querin, sales manager, Cleanco Truckmounts.
Blower and pump belts should be changed twice a year as preventative maintenance.
Check and replace any worn quick disconnects on high pressure solution hoses, and also pressurized solution hoses. Look for any leaks, and repair or replace leaking hoses.
Check all quick disconnects on the truckmount itself to ensure they are not leaking. Inspect all your vacuum hoses for splits or leakage, and repair or replace as needed. Make sure you clean or replace all blower protection filters, incoming water filters and waste tank filter baskets. Check waste tank gaskets to ensure proper seal on waste tanks.
Check all upholstery tools and wand valves to ensure there are no leaks, and repair as required. Is the vacuum breaker set according to manufacturer’s specifications?
Make sure that the jets on wands and tools have a correct spray pattern and that the jets are not worn. Jets should be changed twice a year on all tools.
Brent Wiegand, equipment production manager, MasterBlend.
Before the busy spring cleaning season hits, it is a good time to take a few minutes and look over your equipment. This goes beyond the normal tasks of changing the oils and filters.
After the slow winter period, it is a good idea to go just a little deeper. Belts are a good place to start because a broken belt can be a show stopper. Make sure that they are not cracked or dry rotted. Also pay attention to all of the pressure hoses. Inspect them for any unusual wear or any areas that might cause a concern.
The cleaning tools are often overlooked. Make sure that the valves are free and not binding up. Connect the tools to the machine and check to make sure that they are not leaking or dripping. Be sure to do this with the water temperature set to where you would normally clean at, because sometimes the valve will not leak when cold water is used.
This is also a great time to review the maintenance chart for your specific machine. Make sure that all the recommended maintenance is performed. The cost of regular maintenance on the machine far outweighs the cost of an unscheduled breakdown and the resulting lost work.
Jerry McKillip, national service and training manager, Prochem/Century 400.
If you have owned or operated a truckmount, you know there are some basic preventive maintenance steps that need to be performed to keep the truckmount running at peak performance.
Obviously, there is the customary maintenance of changing fluids, belts and fixing things that leak water and, while these are all very important, there can be other items that are overlooked.
One is oil viscosity. Depending on where you live, your truckmount operates in a variety of weather conditions, from extreme cold to extreme heat. It is important your oil viscosity or weight matches the temperatures you are operating in. Higher viscosity oils should be used in high temperature operating conditions, and lower viscosity oils should be used in cooler temperature operating conditions.
Engine speed should also be checked for proper speed, at least once a year. With the constant pulling of the throttle cable, over time the cable can stretch and this decreases the engine RPM. Ultimately this can affect engine cooling on all air cooled engines. If the engine is running at a lower RPM, the engine is working harder and the engine temperature will increase. Lower RPM will also decrease the amount of cooling air from the engine cooling fan on the front of the engine. Also, since the engine RPM is lower, it can decrease blower performance, which means that you may notice that carpet does not dry as fast.
For a water cooled engine, checking the coolant overflow bottle for the proper amount of coolant/antifreeze is critical. If the overflow bottle runs out of coolant, air can be drawn into the coolant system and this will prevent the coolant from properly circulating through the coolant system, and the engine will overheat.
Also, to make sure you are getting the proper air flow through the radiator, you should check the front of the radiator for any foreign material and bent fins. Bent fins can easily be repaired or straightened using a fin groomer available at any auto parts store.
Most water cooled engine will also have a water pump/alternator belt that is often overlooked. It’s a good idea to replace this annually at a relatively low cost, because if this belt breaks you are taking a chance at overheating the engine.
Remember, the cooler temperatures of winter will mask problems. Summer is not as forgiving. Spending some time doing a thorough check of your unit or visiting your local authorized dealer to have it inspected could save you on a major issue down the line when you have lots of jobs booked.
As the saying goes: Prevention is always better than the cure!
Jeff Cross is the senior editor of Cleanfax and is an industry trainer and consultant. He can be reached via e-mail at [email protected].
Bad Temptations
by Jeff Cross, executive editor, Cleanfax
Temptation: A desire to do something, especially wrong or unwise.
No, don't worry… I'm not going to write about swiping the jewelry off the customer's nightstand with thoughts of visiting your favorite pawn shop later that day, or helping yourself to a few cookies from the cupboard when the customer is outside pulling weeds…
I''m talking about "shortcuts." You know, what we might be tempted to resort to from time to time; eventually, these shortcuts can become part of our business modus operandi. I think that''s a Latin term for what we call "normal" behavior.
Common temptations
One such "shortcut" or temptation I know of involved one of my competitors. This guy was a single truck company and, like most, offered a fabric protection product, using a well-known fluorochemical. I can''t mention the specific product that he offered by name, but it starts with an "S" and most people misspell the latter part.
It seems that he bought aerosol cans of the stuff at the local grocery store and would "mist" it over the carpet. One of his former customers (she belonged to me now) said that she was watching him spray the product but then the nozzle plugged up. He furtively looked around, saw no one watching him (he was wrong) and put the can away and was done with the job.
So the guy made some extra money but didn't deliver… somewhere in his conscience he allowed this "temptation" to germinate and grow. No doubt this wasn't the first time he shorted someone of their Scot… er, I mean, their fabric protector.
And then there is the shortcut or temptation to just spray down water and bypass using an actual fluorochemical, but still charging full price for fabric protection. This is probably the biggest carpet cleaning scam there is. Plain water is, after all, a little cheaper than a quality fabric protector. Even if you add a few drops of lemon deodorizer.
Another temptation some might resort to could be the "spray and rake." Some carpeted rooms out there just aren''t that dirty. It seems a shame to pull hoses, drag in the portable or fire up the truckmount, and go through all the proper cleaning steps when no one notices, anyway.
You could go in, spray some type of deodorizer and then rake it in, call it good, collect your money and run to the bank. This only works if the customer is not home and there are no surveillance cameras operating.
Unethical? Of course, but some have done it.
The last one that comes to mind is called "floor tooling." I think this term will eventually be in the dictionary. This is a way to quickly clean a few upholstery cushions with the truckmount wand. This usually happens when a customer says "Hey, can you hit that real quick?" and doesn't want to pay extra for the additional work.
Avoiding temptation
While there are all kinds of temptations we might face, ways to cut corners, respectable business owners do not engage in them. Yes, I''m talking about you, the honest entrepreneur.
Keep up the good work. Remember that some of your competitors just might be tempted to cut corners and that could be how they offer their services at a much lower cost. Fight back by doing the best work possible at a fair price. Make sure what the customer receives is what your carpet cleaning marketing messages promise.
Please send your comments, thoughts or article ideas to Jeff Cross, senior editor of Cleanfax magazine: [email protected].
Woes of the Nose
by Jeff Cross, executive editor of Cleanfax
mal·o·dor
/malˈōdər/
Noun: A very unpleasant smell
Synonyms: Stench - stink - reek
Go online and perform a simple Internet definition search of a “malodor” and you can see why your customers need your services.
You all have walked into a home, business or other structure and have been struck smack in the face with an unpleasant odor and wondered how the occupants were able to do anything inside without the aid of a full-face respirator.
Whether removing pet urine odors from carpet, odors from a water damage situation or that unfortunate event in history when you cracked open the lid of the truckmount waste tank… it takes technical skill to know how to use chemistry and technique to remediate malodors.
Let’s look at a few odor situations and some practical tips to help you with your own technical skill.
Porous surfaces
The U.S. Environmental Protection Agency (EPA) doesn’t allow a “disinfection” claim on porous surfaces like carpet, fabric or furniture. They will allow a “sanitize” claim for carpet.
“To properly sanitize a carpet, you must use an EPA-registered product that has the ‘carpet sanitizer’ claim identified on the product label,” according to Jason Capon, the director of marketing and education with Benefect.
According to the EPA, other materials, like furniture and fabrics, can only be “deodorized,” Capon added. The real-world problem exists that once water saturates fabrics, upholstery or carpet, any microorganisms that may be lodged in those fibers can become active.
“It really doesn’t matter if it is bacteria or mold. It replicates quickly and can produce some offensive odors. The longer the material is saturated, of course, the more microorganisms multiply and the stronger the odor becomes,” Capon said. He said to look for a product to use that is labeled to deodorize porous surfaces, and has proven efficacy as well.
“Using an EPA-registered product with the carpet sanitizer and deodorizer claims is an excellent tool for dealing with heavily contaminated contents,” Capon added.
Nancy Ewing, vice president of Anabec Systems, said that using products that are benign and safe — yet extremely strong in attacking the stronger strains of mold or bacteria — is the way to go. “You need to start with a detergent with tremendous contact and penetrating ability,” she said, “and then follow that with a disinfectant that is able to destroy odors from mold and bacteria.”
What about masking deodorizing products, which are popular in the industry today? “You must choose a product that will destroy odors at the source, not just mask them,” Ewing said.
Odors in carpet
Carpet disinfection is essentially a challenge of topography, believes Jeff Heyd, director of sales at Concrobium Professional Restoration Products.
“We’re not dealing with a smooth, hard surface, so even after thorough cleaning, odor-causing bacteria can remain nestled deep in the carpet structure,” Heyd said.
In addition to cleaning and drying of the affected carpet, proper application of the right disinfectant can deal with hidden microorganisms without leaving harmful residue. “Next generation botanical disinfectants don’t require rinsing and offer a much safer toxicity profile than traditional antimicrobial solutions," Heyd stated.
Capon added the following thought to the discussion on carpet deodorizing: “One-step cleaner sanitizer products are a much better choice for carpet cleaning because of how they are formulated to penetrate into, but not bind, with the fibers. It’s the sanitizer’s ability to kill microorganisms, whether bacteria or mold, that will eliminate offensive odors most effectively.”
As we all know, carpet can harbor many odors, and using an enzyme is often a great deodorizing tool.
“A bio-enzymatic liquid is very effective at safely getting to the source of the odor and eliminating it, especially pet and urine stains,” according to Carol Abrahamson, the communications manager at Vaportek.
By first removing as much of the odor source as possible, and then following instructions for a quality bacterial/enzyme product, remaining odor causing bacteria will be broken down.
Problem solved. End of story?
Waste tank woes
Have you ever opened a waste tank in the middle of August and taken a deep breath? If you did, you remember it vividly.
“This same enzyme used in carpet can be used to rid waste tanks of foul odors that may offend customers and technicians, especially in the summer,” Abrahamson said. “Just add a few ounces to your emptied waste tank on Friday and, by Monday, odors will be gone, without causing corrosion or pitting.”
Proper application
No matter which product you choose to use for odor control or disinfecting, it is vital you follow manufacturer recommendations and industry best practices.
“Field employees repeatedly admit to not applying products for the proper amount of time and also not rinsing away the product, as directed on the label,” according to Nicholas Levy, national director of sales for Hygienic Solutions US.
What does this do? It results in eliminating the product’s kill claim. It also likely leaves behind potentially dangerous or corrosive residues. With more products on the market advertising one to three minute kill claims, the ability to disinfect without wasting product is highly increased.
“As I travel the country, training many restoration companies on the use of these high-level disinfection chemicals, I am regularly, without fail, asked about the residual effects,” Levy noted. “Every major infection control organization in the U.S. that I have consulted has the same stance. Simply put, there is not, nor should there be, any residual kill claims to disinfectants.”
This is not to say that some chemicals do not have residual kill claims, Levy added. “It is more of a reference to the fact that after you have applied the products to the surfaces, you have zero control over that surface. As example, if I apply a residual disinfectant to a table, and then that table is cleaned with another product three or four times, exactly how much of my disinfectant is left on the surface?”
Psychological odors
And don’t forget odors your customers detect but you can’t. These can be the cause of many repeat visits or callbacks.
What can you do about these situations?
This may be the time to bring in the masking agents — deodorizing products that add a nice, pleasant scent you can use during cleaning or post cleaning, or when the customer says “What’s that smell?” when there isn’t one there at all.
Jeff Cross is the senior editor of Cleanfax and is an industry trainer and consultant, and offers carpet cleaning and disaster restoration marketing workshops through Totally Booked University (www.TotallyBookedUniversity.com). He also offers IICRC-approved seminars in the categories of carpet cleaning, upholstery cleaning and color repair. Visit his new carpet cleaning and furniture cleaning blog. Contact him at [email protected].
The Value of (Yawn) Training
by Jeff Cross, executive editor of Cleanfax
I know what you are thinking.
Not another article about how we should sign up for training, go to class, take a test, wait for the results and, well, I think you know the routine.
That being said, I think we all agree that most mistakes we make, whether in business or outside of the industry, can be avoided by a little training.
This thought makes me recall how I recently took up golfing. A friend sent me some golf clubs as a gift, so I had no reason not to join the ranks of grown men chasing little balls with skinny sticks across a countryside riddled with holes filled with sand, and ponds placed strategically with the sole purpose of making you mad.
My first few times out were great — if you were a spectator watching me swing the clubs and creating huge craters in the ground. Some call those “divots” but what I create is on a much grander scale than that.
But then a friend who was pretty good at golfing asked me to join him and, in just a few short hours, I was actually hitting the ball once in a while. Yes, a little training has made golf, for me, something to look forward to instead of closely watching the caller ID on my cellphone so I can avoid future invitations.
This same “lack-of-training” scenario happened to me when I faced carpet cleaning challenges, such as spot and stain removal or odor control. The first few years I was flying by the seat of my pants and, most of the time, using the wrong chemicals and procedures. The results I wanted and expected didn’t always materialize. I wasn’t happy and the customer wasn’t happy.
Then I discovered a few certification classes. Yes, I had to drive several hours to reach them, but it did open my eyes to what I didn’t know. Things started to improve immediately.
Your customers expect you to have proper training. Thinking about this, I recalled what happened that Boeing 777 crashed, with some 300 people on board, in San Francisco in early July.
The first thing that the media did was concentrate on pilot error, and hammered the airline on the fact that the pilots didn’t have enough training. Were they qualified to fly airplanes? I hope so, but in the forefront was the fact that the pilot only had 43 hours of flying time with that particular airplane, and the co-pilot was flying as a 777 instructor for the first time.
And after the hysteria all died down, we saw headlines like, “Asiana Airlines Will Bolster Its Pilot Training.” Training after-the-fact will help prevent future problems. It’s a shame this attitude wasn’t part of the company culture before this accident.
Now, carpet cleaning or water damage restoration is not quite as technical as flying a jumbo jet that weighs more than half a billion pounds and costs some $300,000,000, but training is training. If you don’t complete the job as expected or get the desired results, the first thought your customer may have is, “Does he know what he’s doing?” They may wonder if you have the training and experience necessary to be a true professional.
So if you feel like you are working in a dog-eat-dog world and wearing milk-bone underwear (source: Norm on Cheers), refresh yourself. Get some training. It can be any industry event, and you can network and rub shoulders with others who have the same challenges you have.
Social media spotlight
Speaking of training, I noticed a comment from one of my contacts on Facebook, someone who obviously attended a training session about fire and smoke restoration.
I will summarize. He said the question was asked, “What steps would you take in the event of a fire?” His response was, “Big ones!” Probably not the right answer, but you can’t say he is wrong, either.
See? Training sessions can actually be fun and enjoyable. Depends on you.
The schedule is filling up. You have a full day of work.
You arrive at the job and start your truckmount and… it starts to make a funny noise. After a minute or two, it quits entirely, with a sputter and a pop. You say a silent prayer, or maybe utter a profanity, and try again, turning the key with hope in your heart.
You know the customer is watching, and she has even moved all the furniture for you. It’s pressure time. Will your truckmount get you through the day?
The starter engages, turning the engine over. It cranks and cranks… sputters and pops… but nothing happens.
So you call the manufacturer and ask for help. A mechanic gets on the telephone and asks, “What’s the problem?” The interrogation begins, and the final
determination of the problem is that you didn’t do something you should have done during the slow season. That’s right. You didn’t pamper your truckmount. It needed some attention and now it’s going to get it, but at the worst possible time — when you are busy.
Beyond the basics
Most dedicated users of truckmounted hot water extraction machines follow through with manufacture’s recommendations to change the engine oil, appropriate filters and to perform the normal lubrication of moving parts.
This article isn’t just about the basic, routine maintenance that is done year-round. This is a collection of tips from end-users and manufacturers alike who find that “doing more” to today’s machines keeps them running in top shape, especially during the busy season that is just around the corner.
Cleanfax asked the questions. Here are the responses.
End-user anticipation
Knowing that even the best machine in the world can have issues from time to time means you have to anticipate mechanical issues and be ready for them.
One way is to monitor your machine’s performance.
“Actually watch your gauges,” said Richard Johnson with Pioneer Janitorial Service in Live Oak, FL. “Hook up short lines and run it low, medium and full throttle to see if there are any spikes or drops. When you have a fined-tuned sports car, what do you watch more than people turning their heads? Your gauges! Gauges tell you everything.”
Besides gauges, Richard Smith with Modern Carpet Cleaning in Oroville, CA, suggests a regular look “under the hood”.
“Very small leaks cause corrosion. Taking a look under the hood while the machine is running is always a good idea," Smith suggested.
As mentioned, mechanical issues and breakdowns are going to happen, eventually. That’s why Torrey Whitaker, with Flooring Expressions Floor Care in Indianapolis, plans well in advance for that event.
“Budget a realistic amount of money to save monthly for normal and disaster repair or maintenance,” Whitaker said. “As basic as that sounds, many cleaners don't and then freak out when a $1,000 or more repair smacks them in the face."
End-user protection
Larry Lumbreras with Kolorkist Carpet Cleaning and Restoration Services in San Antonio, TX, knows that a slow death can occur to truckmounts if a specific procedure isn’t followed.
“Descaling your truckmount regularly is a must,” he said. “Not doing so will lead to loss of pressure and heat."
You can search the Cleanfax archives and find specific recommendations on descaling truckmounts, a maintenance issue that especially faces those working with hard water.
Besides what runs through the machine (cleaning solution), technicians might forget a very important component: The waste water that ends up in the waste tank.
Sonny Winters, owner of CFM Carpet & Upholstery Cleaners in Vashon, WA, sometimes forgets this but knows the importance now. "I think that the most forgotten about thing is the waste tank,” he said. “I keep forgetting to check mine because I use an external filter. Before I started using one, I was emptying the basket after each job and rinsing the tank out at the end of the day." So he makes an effort to remember what can’t be seen without lifting a lid and looking — what’s percolating in that big box in your truck.
Another important protection point is in regards to cold weather. If you have ever experienced a frozen machine, you know that the initial repairs may not be all that is needed. Future problems may surface.
Jack Newcomb with Laundry Express in Canton, OH, believes in dual protection for truckmounts. “Even though mine was always garaged, I kept a remote thermometer inside the truck,” he said. “I also had a small electric heater in the van for maintaining the temperature above freezing. Brass fittings freeze before anything else.”
Richard Baldwin, owner of Expert Carpet Care in Meaford, Ontario, Canada, knows that anticipation of breakdowns can be a protection. “Always keep a spare set of belts in stock,” he advises, along with other necessary parts that may fail at the most inopportune time. Besides this, Baldwin makes an annual trek to his truckmount dealer with a list of major maintenance options that need performed.
“I do this once per year, usually in the spring,” Baldwin said. “These are all those 1,000 hour things in the manual that I would prefer done by a truckmount mechanic. It is also a chance to fix or replace some of the things you have been letting go, such as malfunctioning hour meter, gauges or valves.”
Like most of you, Baldwin “likes to spend my time working, not fixing.”
Tips from the manufacturers
Besides end-users of truckmounts, Cleanfax asked truckmount manufacturers what they would recommend for smart spring season tune-up and preventative maintenance tips.
Analyze the following information and work hard to keep your machine in top operating condition. Keep in mind that some of the advice may be specific to certain brands and types of machines.
Mike Roden, vice president of engineering, Sapphire Scientific.
We always recommend that you store your unit — as well as your tools and chemicals — in a heated garage, but we know this is not always possible. If heated storage isn’t available, we strongly recommend that you put anti-freeze in your unit. Your owner’s manual will have complete instructions.
We recommend against using a small electric heater to keep your unit from freezing. Why? Because these small units can fail, for multiple reasons.
Winter is the perfect time to do your yearly maintenance. Check your hoses, belts, air and fuel filters, spark plugs… and change as required. Clean radiator fins, too, and check the water pumping system, seals and check valves, as well as chemical pump diaphragms and pump check valves.
And when you change the engine oil, consider changing it for 10w-30 viscosity oil. It never hurts to add a fuel additive like Heet to the fuel system. This will provide better engine protection in winter temperatures.
And don’t forget to give your vehicle engine the same attention!
Lou Querin, sales manager, Cleanco Truckmounts.
Blower and pump belts should be changed twice a year as preventative maintenance.
Check and replace any worn quick disconnects on high pressure solution hoses, and also pressurized solution hoses. Look for any leaks, and repair or replace leaking hoses.
Check all quick disconnects on the truckmount itself to ensure they are not leaking. Inspect all your vacuum hoses for splits or leakage, and repair or replace as needed. Make sure you clean or replace all blower protection filters, incoming water filters and waste tank filter baskets. Check waste tank gaskets to ensure proper seal on waste tanks.
Check all upholstery tools and wand valves to ensure there are no leaks, and repair as required. Is the vacuum breaker set according to manufacturer’s specifications?
Make sure that the jets on wands and tools have a correct spray pattern and that the jets are not worn. Jets should be changed twice a year on all tools.
Brent Wiegand, equipment production manager, MasterBlend.
Before the busy spring cleaning season hits, it is a good time to take a few minutes and look over your equipment. This goes beyond the normal tasks of changing the oils and filters.
After the slow winter period, it is a good idea to go just a little deeper. Belts are a good place to start because a broken belt can be a show stopper. Make sure that they are not cracked or dry rotted. Also pay attention to all of the pressure hoses. Inspect them for any unusual wear or any areas that might cause a concern.
The cleaning tools are often overlooked. Make sure that the valves are free and not binding up. Connect the tools to the machine and check to make sure that they are not leaking or dripping. Be sure to do this with the water temperature set to where you would normally clean at, because sometimes the valve will not leak when cold water is used.
This is also a great time to review the maintenance chart for your specific machine. Make sure that all the recommended maintenance is performed. The cost of regular maintenance on the machine far outweighs the cost of an unscheduled breakdown and the resulting lost work.
Jerry McKillip, national service and training manager, Prochem/Century 400.
If you have owned or operated a truckmount, you know there are some basic preventive maintenance steps that need to be performed to keep the truckmount running at peak performance.
Obviously, there is the customary maintenance of changing fluids, belts and fixing things that leak water and, while these are all very important, there can be other items that are overlooked.
One is oil viscosity. Depending on where you live, your truckmount operates in a variety of weather conditions, from extreme cold to extreme heat. It is important your oil viscosity or weight matches the temperatures you are operating in. Higher viscosity oils should be used in high temperature operating conditions, and lower viscosity oils should be used in cooler temperature operating conditions.
Engine speed should also be checked for proper speed, at least once a year. With the constant pulling of the throttle cable, over time the cable can stretch and this decreases the engine RPM. Ultimately this can affect engine cooling on all air cooled engines. If the engine is running at a lower RPM, the engine is working harder and the engine temperature will increase. Lower RPM will also decrease the amount of cooling air from the engine cooling fan on the front of the engine. Also, since the engine RPM is lower, it can decrease blower performance, which means that you may notice that carpet does not dry as fast.
For a water cooled engine, checking the coolant overflow bottle for the proper amount of coolant/antifreeze is critical. If the overflow bottle runs out of coolant, air can be drawn into the coolant system and this will prevent the coolant from properly circulating through the coolant system, and the engine will overheat.
Also, to make sure you are getting the proper air flow through the radiator, you should check the front of the radiator for any foreign material and bent fins. Bent fins can easily be repaired or straightened using a fin groomer available at any auto parts store.
Most water cooled engine will also have a water pump/alternator belt that is often overlooked. It’s a good idea to replace this annually at a relatively low cost, because if this belt breaks you are taking a chance at overheating the engine.
Remember, the cooler temperatures of winter will mask problems. Summer is not as forgiving. Spending some time doing a thorough check of your unit or visiting your local authorized dealer to have it inspected could save you on a major issue down the line when you have lots of jobs booked.
As the saying goes: Prevention is always better than the cure!
Jeff Cross is the senior editor of Cleanfax and is an industry trainer and consultant. He can be reached via e-mail at [email protected].
Bad Temptations
by Jeff Cross, executive editor, Cleanfax
Temptation: A desire to do something, especially wrong or unwise.
No, don't worry… I'm not going to write about swiping the jewelry off the customer's nightstand with thoughts of visiting your favorite pawn shop later that day, or helping yourself to a few cookies from the cupboard when the customer is outside pulling weeds…
I''m talking about "shortcuts." You know, what we might be tempted to resort to from time to time; eventually, these shortcuts can become part of our business modus operandi. I think that''s a Latin term for what we call "normal" behavior.
Common temptations
One such "shortcut" or temptation I know of involved one of my competitors. This guy was a single truck company and, like most, offered a fabric protection product, using a well-known fluorochemical. I can''t mention the specific product that he offered by name, but it starts with an "S" and most people misspell the latter part.
It seems that he bought aerosol cans of the stuff at the local grocery store and would "mist" it over the carpet. One of his former customers (she belonged to me now) said that she was watching him spray the product but then the nozzle plugged up. He furtively looked around, saw no one watching him (he was wrong) and put the can away and was done with the job.
So the guy made some extra money but didn't deliver… somewhere in his conscience he allowed this "temptation" to germinate and grow. No doubt this wasn't the first time he shorted someone of their Scot… er, I mean, their fabric protector.
And then there is the shortcut or temptation to just spray down water and bypass using an actual fluorochemical, but still charging full price for fabric protection. This is probably the biggest carpet cleaning scam there is. Plain water is, after all, a little cheaper than a quality fabric protector. Even if you add a few drops of lemon deodorizer.
Another temptation some might resort to could be the "spray and rake." Some carpeted rooms out there just aren''t that dirty. It seems a shame to pull hoses, drag in the portable or fire up the truckmount, and go through all the proper cleaning steps when no one notices, anyway.
You could go in, spray some type of deodorizer and then rake it in, call it good, collect your money and run to the bank. This only works if the customer is not home and there are no surveillance cameras operating.
Unethical? Of course, but some have done it.
The last one that comes to mind is called "floor tooling." I think this term will eventually be in the dictionary. This is a way to quickly clean a few upholstery cushions with the truckmount wand. This usually happens when a customer says "Hey, can you hit that real quick?" and doesn't want to pay extra for the additional work.
Avoiding temptation
While there are all kinds of temptations we might face, ways to cut corners, respectable business owners do not engage in them. Yes, I''m talking about you, the honest entrepreneur.
Keep up the good work. Remember that some of your competitors just might be tempted to cut corners and that could be how they offer their services at a much lower cost. Fight back by doing the best work possible at a fair price. Make sure what the customer receives is what your carpet cleaning marketing messages promise.
Please send your comments, thoughts or article ideas to Jeff Cross, senior editor of Cleanfax magazine: [email protected].
Woes of the Nose
by Jeff Cross, executive editor of Cleanfax
mal·o·dor
/malˈōdər/
Noun: A very unpleasant smell
Synonyms: Stench - stink - reek
Go online and perform a simple Internet definition search of a “malodor” and you can see why your customers need your services.
You all have walked into a home, business or other structure and have been struck smack in the face with an unpleasant odor and wondered how the occupants were able to do anything inside without the aid of a full-face respirator.
Whether removing pet urine odors from carpet, odors from a water damage situation or that unfortunate event in history when you cracked open the lid of the truckmount waste tank… it takes technical skill to know how to use chemistry and technique to remediate malodors.
Let’s look at a few odor situations and some practical tips to help you with your own technical skill.
Porous surfaces
The U.S. Environmental Protection Agency (EPA) doesn’t allow a “disinfection” claim on porous surfaces like carpet, fabric or furniture. They will allow a “sanitize” claim for carpet.
“To properly sanitize a carpet, you must use an EPA-registered product that has the ‘carpet sanitizer’ claim identified on the product label,” according to Jason Capon, the director of marketing and education with Benefect.
According to the EPA, other materials, like furniture and fabrics, can only be “deodorized,” Capon added. The real-world problem exists that once water saturates fabrics, upholstery or carpet, any microorganisms that may be lodged in those fibers can become active.
“It really doesn’t matter if it is bacteria or mold. It replicates quickly and can produce some offensive odors. The longer the material is saturated, of course, the more microorganisms multiply and the stronger the odor becomes,” Capon said. He said to look for a product to use that is labeled to deodorize porous surfaces, and has proven efficacy as well.
“Using an EPA-registered product with the carpet sanitizer and deodorizer claims is an excellent tool for dealing with heavily contaminated contents,” Capon added.
Nancy Ewing, vice president of Anabec Systems, said that using products that are benign and safe — yet extremely strong in attacking the stronger strains of mold or bacteria — is the way to go. “You need to start with a detergent with tremendous contact and penetrating ability,” she said, “and then follow that with a disinfectant that is able to destroy odors from mold and bacteria.”
What about masking deodorizing products, which are popular in the industry today? “You must choose a product that will destroy odors at the source, not just mask them,” Ewing said.
Odors in carpet
Carpet disinfection is essentially a challenge of topography, believes Jeff Heyd, director of sales at Concrobium Professional Restoration Products.
“We’re not dealing with a smooth, hard surface, so even after thorough cleaning, odor-causing bacteria can remain nestled deep in the carpet structure,” Heyd said.
In addition to cleaning and drying of the affected carpet, proper application of the right disinfectant can deal with hidden microorganisms without leaving harmful residue. “Next generation botanical disinfectants don’t require rinsing and offer a much safer toxicity profile than traditional antimicrobial solutions," Heyd stated.
Capon added the following thought to the discussion on carpet deodorizing: “One-step cleaner sanitizer products are a much better choice for carpet cleaning because of how they are formulated to penetrate into, but not bind, with the fibers. It’s the sanitizer’s ability to kill microorganisms, whether bacteria or mold, that will eliminate offensive odors most effectively.”
As we all know, carpet can harbor many odors, and using an enzyme is often a great deodorizing tool.
“A bio-enzymatic liquid is very effective at safely getting to the source of the odor and eliminating it, especially pet and urine stains,” according to Carol Abrahamson, the communications manager at Vaportek.
By first removing as much of the odor source as possible, and then following instructions for a quality bacterial/enzyme product, remaining odor causing bacteria will be broken down.
Problem solved. End of story?
Waste tank woes
Have you ever opened a waste tank in the middle of August and taken a deep breath? If you did, you remember it vividly.
“This same enzyme used in carpet can be used to rid waste tanks of foul odors that may offend customers and technicians, especially in the summer,” Abrahamson said. “Just add a few ounces to your emptied waste tank on Friday and, by Monday, odors will be gone, without causing corrosion or pitting.”
Proper application
No matter which product you choose to use for odor control or disinfecting, it is vital you follow manufacturer recommendations and industry best practices.
“Field employees repeatedly admit to not applying products for the proper amount of time and also not rinsing away the product, as directed on the label,” according to Nicholas Levy, national director of sales for Hygienic Solutions US.
What does this do? It results in eliminating the product’s kill claim. It also likely leaves behind potentially dangerous or corrosive residues. With more products on the market advertising one to three minute kill claims, the ability to disinfect without wasting product is highly increased.
“As I travel the country, training many restoration companies on the use of these high-level disinfection chemicals, I am regularly, without fail, asked about the residual effects,” Levy noted. “Every major infection control organization in the U.S. that I have consulted has the same stance. Simply put, there is not, nor should there be, any residual kill claims to disinfectants.”
This is not to say that some chemicals do not have residual kill claims, Levy added. “It is more of a reference to the fact that after you have applied the products to the surfaces, you have zero control over that surface. As example, if I apply a residual disinfectant to a table, and then that table is cleaned with another product three or four times, exactly how much of my disinfectant is left on the surface?”
Psychological odors
And don’t forget odors your customers detect but you can’t. These can be the cause of many repeat visits or callbacks.
What can you do about these situations?
This may be the time to bring in the masking agents — deodorizing products that add a nice, pleasant scent you can use during cleaning or post cleaning, or when the customer says “What’s that smell?” when there isn’t one there at all.
Jeff Cross is the senior editor of Cleanfax and is an industry trainer and consultant, and offers carpet cleaning and disaster restoration marketing workshops through Totally Booked University (www.TotallyBookedUniversity.com). He also offers IICRC-approved seminars in the categories of carpet cleaning, upholstery cleaning and color repair. Visit his new carpet cleaning and furniture cleaning blog. Contact him at [email protected].
The Value of (Yawn) Training
by Jeff Cross, executive editor of Cleanfax
I know what you are thinking.
Not another article about how we should sign up for training, go to class, take a test, wait for the results and, well, I think you know the routine.
That being said, I think we all agree that most mistakes we make, whether in business or outside of the industry, can be avoided by a little training.
This thought makes me recall how I recently took up golfing. A friend sent me some golf clubs as a gift, so I had no reason not to join the ranks of grown men chasing little balls with skinny sticks across a countryside riddled with holes filled with sand, and ponds placed strategically with the sole purpose of making you mad.
My first few times out were great — if you were a spectator watching me swing the clubs and creating huge craters in the ground. Some call those “divots” but what I create is on a much grander scale than that.
But then a friend who was pretty good at golfing asked me to join him and, in just a few short hours, I was actually hitting the ball once in a while. Yes, a little training has made golf, for me, something to look forward to instead of closely watching the caller ID on my cellphone so I can avoid future invitations.
This same “lack-of-training” scenario happened to me when I faced carpet cleaning challenges, such as spot and stain removal or odor control. The first few years I was flying by the seat of my pants and, most of the time, using the wrong chemicals and procedures. The results I wanted and expected didn’t always materialize. I wasn’t happy and the customer wasn’t happy.
Then I discovered a few certification classes. Yes, I had to drive several hours to reach them, but it did open my eyes to what I didn’t know. Things started to improve immediately.
Your customers expect you to have proper training. Thinking about this, I recalled what happened that Boeing 777 crashed, with some 300 people on board, in San Francisco in early July.
The first thing that the media did was concentrate on pilot error, and hammered the airline on the fact that the pilots didn’t have enough training. Were they qualified to fly airplanes? I hope so, but in the forefront was the fact that the pilot only had 43 hours of flying time with that particular airplane, and the co-pilot was flying as a 777 instructor for the first time.
And after the hysteria all died down, we saw headlines like, “Asiana Airlines Will Bolster Its Pilot Training.” Training after-the-fact will help prevent future problems. It’s a shame this attitude wasn’t part of the company culture before this accident.
Now, carpet cleaning or water damage restoration is not quite as technical as flying a jumbo jet that weighs more than half a billion pounds and costs some $300,000,000, but training is training. If you don’t complete the job as expected or get the desired results, the first thought your customer may have is, “Does he know what he’s doing?” They may wonder if you have the training and experience necessary to be a true professional.
So if you feel like you are working in a dog-eat-dog world and wearing milk-bone underwear (source: Norm on Cheers), refresh yourself. Get some training. It can be any industry event, and you can network and rub shoulders with others who have the same challenges you have.
Social media spotlight
Speaking of training, I noticed a comment from one of my contacts on Facebook, someone who obviously attended a training session about fire and smoke restoration.
I will summarize. He said the question was asked, “What steps would you take in the event of a fire?” His response was, “Big ones!” Probably not the right answer, but you can’t say he is wrong, either.
See? Training sessions can actually be fun and enjoyable. Depends on you.
Homeowners and consumers, get the best carpet cleaning tips, housecleaning tips, home maintenance tips and more at the Cleaning Outpost by clicking here: http://www.cleaningoutpost.com/
