Here's an article I ran in Cleanfax recently. It's that time of year!

By Jeff Cross, senior editor

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 JCross@NTPMedia.com.

There are all kinds of different opinions about embedding Google map images onto cleaning and restoration websites. If nothing else, it might help a little bit with indexing but the real benefit is that your potential customers hitting your website can see a map and know they have found a local company. Internet website and SEO for carpet cleaning and water damage restoration is a never-ending game! If you like puzzles, Internet marketing takes the place of caffeine.

By Jeff Cross, Senior Editor of Cleanfax

The standard of measurement of your entire cleaning ability can all come down to a tiny spot on the carpet.

And even if the result of your cleaning is, in your opinion, a successful cleaning job, and you are able to remove all spots or stains, one or more can reoccur and result in a complaint and an unhappy customer.

The first order of business with proper spot or stain removal is to identify the substance in the carpet.

Of course, the easiest way to identify the spot or stain can be by asking the customer. This doesn''t mean the customer will be right, but they most likely will have a good idea of what the cause might have been.

Procedures that can best determine the content of a spot or stain include:

• Analyzing the location, remembering that different rooms often have different types of spots or stains
  
  
• Analyzing the appearance of the spot or stain: A "shiny" appearance often means the spot or stain is synthetic, and a "dull" appearance often means it is organic
  
  
• Testing the spot or stain for a pH reading, as this can help classify the substance
  
  
• Using a pocket microscope to determine if the material is in the fiber or if it is on the fiber, because a stain will be inside the fiber and much more difficult to remove than a spot, which is typically coating the outside of the fiber
  
  
• Identifying the odor of the spot or stain, which can be done by wetting the area, blotting it with a towel and then detecting the odor.
  
  

After you ID the spot or stain, you need to determine the class of chemical needed to remove the substance.

In general terms, use the following guidelines:

• If the spot or stain is petroleum-based or solvent-soluble — inks, oils, greases, adhesives, paints, etc. — use a dry solvent spotter — included in this class are gel solvents
  
  
• If the spot or stain can be determined to have a specific pH and/or you find it to be a water-soluble spot or stain, you can use the proper water-based cleaning agent to neutralize the spot or stain
  
  
• If you have a synthetic stain — manmade, such as red dyes, candy or food, etc. — use a reducing agent
  
  
• If the stain is natural or organic — coffee, tea, condiments, mustard, etc. — use an oxidizing agent
  
  
• If the spot or stain is protein — vomit, feces, blood, etc. — use a protein digester.
  
  

Remember that these are guidelines, and that use of one or even two of these on a specific spot or stain might be best.

Coffee or tea, for instance, typically requires an acid-based agent to dissolve the natural tannins, but then an oxidizing or reducing agent — depending on the type of coffee or tea, such as decaffeinated or herbal — may be necessary to remove any remaining stain.

The physical removal

After determining the identity of the spot or stain and the proper chemistry needed for removal, follow these physical steps:

• Remove contamination by blotting or vacuuming
  
  
• If sources are unknown, start with a dry solvent spotter and then move to a wet solvent spotter
  
  
• Use small amounts of spotting solution — flip-top bottles work well in controlling amount of solution
  
  
• Be careful when working cleaning solution into the fiber, as you do not want to add moisture to the base of the carpet or the cushion where it can wick back and cause a recurring spot
  
  
• Use a tamping brush and towel; be careful of aggressive agitation as it can damage the fibers
  
  
• Work from the outside in to keep spots or stains from spreading.
  
  

Be sure to have plenty of blotting material — cotton towels, for example — or a vacuum capable of pulling moisture from the fabric.

Add heat to the spot or stain when needed. This activates the chemical and makes it work faster — but be careful of some spots or stains, such as protein-based varieties, as excessive heat can set the protein matter permanently, or at the very least, make it more difficult to remove.

It''s safer to use steam, such as from a wallpaper steamer. You can also add safer heat by putting a hot water bottle or a bucket of hot water on a damp towel on top of the stain.

Remember that dry solvents work much faster than wet solvents. Be sure to ventilate adequately when using dry solvents.

Jeff Cross is the senior editor of Cleanfax magazine and an industry trainer and consultant, and offers carpet cleaning marketing, disaster restoration marketing and contract cleaning marketing seminars and classes through Totally Booked University, and also IICRC technical training for carpet and furniture cleaning, spot and stain removal and carpet color repair. For more information, visit his technical training website and marketing training website.

Recently, I upset a few of you when I wrote how skill was not enough to build a successful carpet cleaning or restoration business. Your e-mails to me were — for the most part — kind reminders that without skill, and without doing a great job, a business can’t grow.

I will grant you that. You do need to do a good job. But — and I repeat — that is exactly the baseline expectation of your customers. When they call you, they expect clean carpet, a dry basement, whatever service you are providing.

For example, my carpet cleaning and restoration training company, Totally Booked University, recently completed a successful two-day Insurance Marketing Strategies event in Chicago. With some 20 restoration contractors coming together to learn how to get more water and fire jobs, do you think we discussed much about the technical side, such as how many airmovers or dehumidifiers it takes to get things dry?

Absolutely not. What we talked about was how to solve the “pains” of agents and adjusters, how to make restoration companies the “problem solving” entities in their local marketplaces, how to successfully network and make deals with insurance companies. We covered much more, of course, but the point is it wasn’t about the baseline expectations of customers who suffer from a fire or flood. It was about the “above and beyond” aspect of running a business.

You may wonder, are we talking about cleaning that extra entry mat on your way out the door? No. If you start doing extras and not charging for them, it is part of the deal the next time you are there. I’m talking about simple things that are above and beyond what your competition is doing.

Some of you may be sending “Thank You” cards or gifts after the job. That may work, but why not send a “Thank You” note before the job. You can do this with a literal card and using the U.S. Postal Service, or you can do it via e-mail, although the printed version is definitely better.

When the job is over, ask for feedback. Ask what else you can do next time to make the cleaning experience more enjoyable for them. I wouldn’t talk about the next flooded basement they might have. That’s just negative talk.

Add some services that you really can’t easily charge for (like that entry mat), but that you can mention you performed as a “Thank You” for choosing your company. An easy one would be to wipe down baseboards or walls when you move furniture. I bet each one of you has had a harried housewife frantically running behind you with a rag, trying to get those cobwebs and dead crickets before you moved the furniture back into place. I’m not saying to go crazy and use a bucket of hot water and soap. Simply dusting things off would suffice.

Change your attitude about you being a carpet cleaner or a restoration contractor. That is what you do, not who you are. If you think of yourself as a customer service expert, and act upon that belief, it will become easier to implement ideas that help you go above and beyond what is normal.

And, best of all, you just may go above and beyond normal profitability.

How do you make customers happy so they keep calling again and again — faithfully?

It is simple, most would say. Do the best job you can. Develop skills that surpass your competition and people will talk about you and you will get tons of jobs.

Here is the problem: Doing good work is not good enough. When you do a good job, whether it is cleaning or restoration, you are doing what the customer expects.

Take, for example, what is usually the first question asked when they contact your company. Most likely, “How much do you charge?” Does anyone ask you, “Do you do good work?”

Sure, some might ask that, but most people expect a carpet cleaning company to get the carpet clean. They expect a water damage restoration company to get the water out and get everything dry.

So when I see a company trying to grow and increase profitability based solely on quality work, I know one thing: It isn’t enough.

Now that I’ve upset you and everyone is mad at Jeff for saying doing good work isn’t enough, let me share with you some ideas that are so simple you may wonder why I’m writing about them. But do me a favor. After reading these few tips, which have absolutely nothing to do with technical skill, analyze your company and really be honest with yourself. Are you doing all of these things as best you can?

Tip #1: Attitude adjustment

It is normal to train your technicians to be friendly, greet the customer, use their name, etc. They are trained to do this from the time the technician knocks on the door to when it is time to collect payment. But when out of sight of management, many return to old habits and their only concern is to get the job done. An attitude of “let’s get out of here” can develop. Customers can sense that.

A high-level, positive attitude should be displayed all the time. It creates an upbeat atmosphere throughout the company. If your team members (employees) aren’t positive and upbeat, you need to rethink your hiring requirements.

Remember, your customers may not remember how fantastic that living room looked after you cleaned it last time. What they will remember is how good you made them feel.

Tip #2: Go beyond what is expected

I’m not talking about cleaning that extra entry mat on your way out the door. If you start doing extras and not charging for them, it is part of the deal the next time you are there. I’m talking about doing something that makes the customer feel really good about the experience, that isn’t part of the “job.”

Think of ways to reward your customers. Is a “Thank-You” card enough? It might be. But what if you were to spend a few dollars for some “Thank You” gifts you send after the job is done… something like a coffee and tea gift basket, or a tea chest, a box of chocolates. The list goes on and on. It doesn’t have to be expensive.

Tip #3: Solve problems

You must create an image — based on truth — that your company is the absolute best resource for your customer base to use to solve any cleaning or restoration problems. I’m not talking about the technical skill necessary to solve problems. I’m talking about caring enough to solve problems. Your customers will sense this.

The only way you can solve their problems is by knowing what they are. Ask about their concerns, and ensure them you are the company to handle it for them.

Customers come in all shapes and sizes. Some are easy to please. Some are impossible to please. You need a system in place to discover exactly what people expect from a problem-solving company, with proper follow-through.

There are so many more simple things you can do to make a difference in how successful your company becomes. Start with the basics and analyze how your company is doing. Your customers will notice — and appreciate it.

Carpet and furniture cleaners need the best in tools and chemistry, and this is especially true when it comes to the stain removal kit.

With the chemicals available today, you can be successful in removing what used to be the "unremovable" stain.

Most stain kits include the following:

• Flip-top bottles for applying spot or stain solution
• Eyedroppers for applying small amounts of spot or stain solution
• Trigger sprayers for larger spots or stains
• Tamping brush and/or metal, bone or plastic spatulas for safe agitation of spotting solution
• Steam iron to add heat to accelerate chemical action
• Absorbent, white cotton towels
• Measuring cups for proportioning and dilution control.

These are just some of the tools that you need. Even more important is having the right chemicals to remove stains.

Today''s manufacturers concentrate on building stain kits that have everything you need.

They also include complete directions on how to use the tools and chemicals to better remove stubborn spots and stains.

Dry solvents

Dry solvents contain almost no water — although some do have trace amounts of water-based chemicals — and come in many forms. There is no pH factor for true dry solvents.

Dry solvents are used to remove spots such as gum, ink, grease, tar, etc., that are not affected by water-based products.

A volatile dry solvent evaporates completely on its own, while some non-volatile solvents, typically "paint, oil and grease" removers (POG), may need to be rinsed with a volatile dry solvent to remove remaining residue.

Some POGs today are citrus-based and can be rinsed with hot water and detergent.

Remember that dry solvents can quickly penetrate deep into the carpet and can cause delamination of the primary and secondary backings. Because of this, gel-type solvents are safer for carpet because they typically remain in the face fibers.

Ingredients in many types of solvents can also include a variety of alcohols and petroleum products.

Wet solvents

On the pH scale, these can be alkaline (such as ammonia), acid (such as acetic or citric) or completely neutral.

These are used to remove a variety of water-based spots and stains, such as those from food, beverages, tannins, urine, etc. Your stain kit directions will help determine the best application.

Enzyme digesters fall in the wet solvent category, although they react with spot and stain material in a unique way. They break down specific types of spotting material, such as blood and tough protein matter.

Rust removers are strong acids and should be used with caution.

More recently, manufacturers are adding special classifications of bleaching agents for removing stains that do not respond to typical chemicals.

Although most formulations are safe for carpet fibers and dyes, always test in an inconspicuous area before proceeding.

Due to their bleaching action, the following wet solvents solve many stain removal challenges.

Reducing agents

Professionally-formulated reducing agents remove oxygen (a bleaching action) from stains and work best on synthetic-type stains — artificially colored beverages, many food colorings and medicine dyes, etc.

These reducing agents typically contain the classes of chemistry such as sodium bisulfite, metabisulfite and others.

Acids and heat will act as a catalyst to a reducing agent.

Oxidizing agents

Professionally-formulated oxidizing agents add oxygen (a bleaching action) to stains and work best on organic-type stains — mustard, coffee, tea, condiments, etc.

Liquid hydrogen peroxide-based products that are stronger than the three-percent drug store variety are commonly used by professional carpet cleaners. Powdered sodium percarbonate-based products also work well.

Alkalines and heat will act as a catalyst to an oxidizing agent.

Stain ID

Stain identification is vital for matching chemistry to specific stains. Sometimes, your customer will know what caused the stain.

Despite stain identification efforts, it can often be difficult to identify certain types of stains.

If one type of chemistry doesn''t work for the stain you are trying to remove, neutralize and rinse, and then try another chemical.

Don't overdo it

Remember, the customer owns the stain … and you can become the unhappy "owner" of any damage to the carpet if you use overly-aggressive cleaning techniques.