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The Cleaning Brief

PUBLISHER: MGE Publishing admin@mge-enterprises.co.uk EDITOR: Elisa Marie Grzesiowski elisa@mge-enterprises.co.uk DIRECTOR OF SALES: Ellen Taylor ellen.taylor@mge-enterprises.co.uk DIRECTOR OF ACCOUNTS: Marie Goldman marie.goldman@mgeenterprises.co.uk PRODUCTION: Mark Grzesiowski markg@mge-enterprises.co.uk DESIGN: iMaGesty Design imagesty@mge-enterprises.co.uk Tel: 0843 289 4487 Fax: 0871 266 4678

MGE PUBLISHING

Hello and welcome to the Cleaning Brief, I am extremely excited to bring to you the latest, digital and print on demand magazine, for your cleaning business. Our mission is to provide you with a magazine which will help you enjoy, grow and build your business. We aim to bring you the best of the best in business advice, resources and product reviews, as well as providing you with up to the minute news from the cleaning industry, all at your fingertips. I hope you will enjoy reading the Cleaning Brief, as much as we have enjoyed creating it. Wishing you always, the very best in your life and business.

MGE ENTERPRISES The information and contents within this publication are believed by the publisher to be true, correct and accurate. Whilst every effort has been made to ensure the information in this magazine was correct at the time of going to press, the publishers cannot accept legal responsibility for any errors or omissios, nor can they accept resposibility of the standing of advertisers nor by the editorial contributions, as no independant investigations have been undertaken. Accordingly the publisher recommends that each reader seeks appropriate professional advice, guidance and direction before acting or relying solely on all information contained herein. The views expressed do not necessarily reflect those of the publisher. The publication is sold subject to the terms and conditions that it shall not be copied in whole or part, resold, hired out, without the express permission of the publisher.

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CONTENTS

ISSUE 1

03 INDUSTRY NEWS

07 EVENTS DIARY

08 EXTREME PROPERTY CLEARANCE

1 9 HEALTH & SAFETY

21 TRAINING

27 TENDERING FOR PUBLIC SECTOR CONTRACTS 29 GREEN NEWS 31 SALES & MARKETING SECRETS

33 GETTING THE

MOST FROM SOCIAL MEDIA MARKETING

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INDUSTRY NEWS

Firm Fined £250,000 After Fatal Gutter Clean

A logistics firm has been fined £250,000 after a worker was killed when he fell through a warehouse roof in Wythenshawe.

Mr Edwards admitted that the only safety equipment he had provided for cleaning the warehouse roof had been a pair of gloves.

Michael Sweet, 48, from Stockport, was cleaning out the guttering at Aramex (UK) Ltd on the Ringway Trading Estate near Manchester Airport on 1 2 December 2011 when he stepped on a fragile panel and fell to the concrete floor below.

Safety measures could have included placing boards over the “Mr Edwards had carried out work fragile roof panels, using harnesses, at the warehouse on several erecting scaffolding or hiring a cherry previous occasions and so knew picker. However, Mr Edwards failed the roof could be dangerous, but to implement any of these or to carry he failed to take any action to keep out a risk assessment for the work. Michael safe.

Aramex and Mr Sweet’s employer, roofing contractor Gary Edwards, were both prosecuted by the Health and Safety Executive (HSE) after an investigation found no safety measures had been put in place.

The HSE investigation found Aramex “Aramex was also aware of the had also ignored its own health and risks but simply left the two men to safety guidelines. The company it, rather than carrying out its own failed to supervise the work or assessment of how the work would assess how it would be carried out, be carried out and monitoring what despite knowing the roof was fragile. was being done.

Manchester Crown Court heard Aramex had hired Mr Edwards to fix a leak when water began to drip into the warehouse and offices, as he had previously carried out work for the company. He arrived on site with Mr Sweet and they were asked to fix the leak and clean out the guttering.

Aramex (UK) Ltd and Gary Edwards “Companies and individuals have each pleaded guilty to single a legal duty to ensure the safety of breaches of the Health and Safety at workers they employ or who Work etc Act 1 974. carry out work for them. If

Later that same day, Mr Sweet fell through the warehouse roof when he stepped on a clear roof panel, designed to let light into the warehouse. He died in the ambulance on the way to the hospital. During an interview under caution,

Aramex, of Heywood Distribution Park in Heywood, was fined £250,000 and ordered to pay prosecution costs of £20,000. Gary Edwards, 55, of Silverdale Road in Gatley, received a four-month prison sentence suspended for one year, which means he will be sent to prison if he commits another offence in the next year.

“Michael Sweet sadly lost his life because neither Aramex nor Gary Edwards put enough thought into his safety while working on a fragile warehouse roof.

Aramex and Mr Edwards had taken their responsibilities seriously then Michael’s life could have been saved.”

Information on preventing workplace falls in available at www.hse.gov.uk/falls.

Speaking after the hearing, HSE Inspector Ian Betley said:

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INDUSTRY NEWS

Guidance Overhaul on Working At Height Over a million British businesses and 1 0 million workers are estimated to carry out jobs involving some form of work at height every year. Falls are one of the biggest causes of death and serious injury at work. Now the Health and Safety Executive (HSE) has overhauled its guidance for such activity, setting out in clear, simple terms what to do and what not to do – and debunking common myths that can confuse and mislead employers. Altogether, more than 3,000 regulations have been identified for scrapping or improving through the Red Tape Challenge – which asks businesses and the public themselves to identify the rules that hold them back Health and Safety Minister Mike Penning said: "As part of the government’s long-term economic plan, it’s vital that businesses are not bogged down in complicated red tape and instead have useable advice about protecting their workers." Key changes include: ·Providing simple advice about do’s and don’ts when working at height to ensure people are clear on what the law requires. ·Busting some of the persistent myths about health and safety law, such as the banning of ladders when they can still be used ·Offering targeted advice to helping business in different sectors manage serious risks sensibly and proportionately ·Helping workers to be clearer about their own responsibilities for working safely. The need to ensure people understand what the law requires was identified in the independent review of health and safety regulation undertaken by Professor Ragnar Löfstedt, and this proposal has been developed through the Red Tape Challenge. The new guidance is available free online: http://www.hse.gov.uk/work-at-height/wait/index.htm

J angro training package expands

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Jangro, the UK’s largest network of janitorial supply companies, is again leading the way - not only with 4,000 products, but its LMS distance learning cleaning programmes. LMS now has three new subjects. The range, each 1 –1 .5 hours long includes: Floor Care, COSH, Washroom Cleaning, Health and Safety, Colour Coding and Infection Control, Carpet Care and Kitchen Hygiene. Joanne Gilliard, Jangro’s Operations Director said: “The popularity of our low cost, user friendly training programme has greatly exceeded expectations. To meet demand we have delivered all 201 3 programmes and are working on others.” LMS modules come with on line COSHH and technical data sheets, risk assessment and product usage guides, animated instruction on everyday tasks and an ‘Ask the expert’ interactive information source. LMS is accessible on laptops, palmtops, tablets, BlackBerry, android phones and ipads. A short sample programme can be seen on http://youtu.be/MozOy1 Du8JY www.jangro.net


INDUSTRY NEWS

Warning of hidden water supply contamination as floods subside

A warning that hidden dangers of floods contaminating private water supplies should not be ignored has been highlighted by a leading borehole company. Homes, hospitals, factories, poultry and livestock farmers and food and drink processors are among many private supply users. "Private water supplies need to be tested, particularly as flood waters begin to subside. A simple water test should be a priority after extreme weather conditions", said Brian Morgan, chief executive of Presteigne, Powys-based borehole installers WD & AD Morgan. Private supplies can be at risk from flood water. Although they may be designed and managed to the same high standards as public water supplies, floods bring more immediate dangers. Flood water may be contaminated with bacteria, protozoa, parasites, viruses (micro organisms) or other substances - which in turn can find their way into a private supply. The company has a freephone advice number, 0800 542761 3, to help homes or businesses concerned about their private water supply, as well as details on www.cleaningwater.co.uk.

Cleaning Industry Gets In On the APPtion The British Cleaning Council announced it's award

of a £1 0,000 grant to the British Toilet Association in support of the development of a UK Toilet Map app for iPhone and Android platforms. Initially created in partnership with Mencap and the Changing Places Consortium, the app will also cater to those who require more than a standard accessible toilet – including facilities that cater to those with profound and multiple learning disabilities and their carers.Interactive and constantly updated, the app will allow users to identify all publicly accessible toilets across the country.The BCC awards funding to projects undertaken by it’s members every year which contribute towards the advancement of the cleaning industry. To find out more about the British Toilet Association go to www.britloos.co.uk To find out if you are eligible and to apply for a British Cleaning Council Grant please click here.

ISSA launched Angry Janitors, the free game app

for the cleaning industry aiming to educate players on hygiene awareness whilst keeping them engaged and entertained.The game offers a number of facts and tips on the true value of proper cleaning providing educational value between levels. Angry Janitors’ game play features three stages—The School, The Office, and The Hospital—each with 1 0 levels. King Dirt, King Germ, and their unwelcome cast of filthy underlings have invaded these facilities, and students, workers, patients, and staff are getting sick. It’s up to the player to help the janitors—Sweepy, Squirt, and Speedster—eliminate dirt and germs at each level, and rack up points along the way. “While Angry Janitors is intended to be entertaining for players of all ages, the game also helps to change the way the world views cleaning by promoting the importance of clean and healthy environments and the crucial role that cleaning professionals play in facilities worldwide,” says ISSA Web Communications Director Jon Adkins. Visit: http://www.issa.com/?id=angry_janitors

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INDUSTRY NEWS

Flood Damage Authority Calls For Joined Up National Action On Flood Recovery One of the UK's foremost authorities on flood damage restoration

has today called for a joined up, national response to the "national disaster" of widespread flood damage, including significantly better implementation of national standards for flood damage restoration and repair, national certification for restoration contractors and a national database of suitable, qualified contractors. Jeff Charlton, who has been advising on flood damage restoration for some years, who last week appeared as an expert adviser on the topic before the All-Party Parliamentary Group on Insurance and Financial Services, and who also helped to shape PAS 64, the new British C ode of Practice for flood damage restoration, said today: "This week, we're hearing so many stories on the streets and in the media about inadequate restoration, bodged jobs and shortages of contractors. But we've barely begun. As flood waters recede, it's going to get a whole lot worse." He continues: "Flood restoration is a specialised job, not only to meet the standards of restoration that flood victims rightly expect but to know how to avoid the long-term dangers that can result from inadequate work. Flood damage restoration is nothing like other forms of property repair: a wrong approach can store up structural issues and personal health hazards for years or decades to come. A poorly restored building is not a healthy place to live or work." C harlton is quick to make it clear that contractors are often not to blame for falling short. "For so many building contractors, flood restoration like this is a step in the dark. They have no experience, they're not trained and they don't have the right equipment. Then suddenly a town is deluged with burst river water, rising ground water and overflowing sewers, their phone starts ringing, people are homeless and they have to do the best they can. "This winter we've all had a wake-up call. We have a new British Code of Practice for flood restoration, PAS 64, but who's heard of it? We now need to see it being implemented nationwide. And we can't leave that to individual contractors. There needs to be government action to roll out these standards." Charlton also feels for the victims of flooding when trying to choose contractors."It's pot luck for flood victims. You can get lists of contractors from search engines and directories and they may all claim to know what they're doing but how is the homeowner to tell? A poor choice can haunt them for a long time. "As well as nationwide implementation of PAS 64, we need national certification of contractors, to identify the ones who've been properly trained, have the right equipment and know what they're doing." Charlton's call for action also addresses contractor availability. "Right now, I know some experienced, qualified contractors who are sitting at home twiddling their thumbs while, in floodaffected areas, decent contractors cannot be found for love nor money. We need a national register or database of certified contractors to match the skills to the needs, nationwide. The only way to ensure that is concerted, joined up national action, led by government."

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EVENTS DIARY

UK Events 11 th - 1 3th March 201 4 Facilities Management 201 4 The brand new event dedicated to all members of the facilities management profession NEC Birmingham To register visit: www.easyfairs.com/facilitiesmanagement 25th - 27th March 201 4 Cleaning Products Europe 201 4 201 4 conference programme focusing on driving the progress and development of innovative sustainable cleaning Hilton Deansgate, Manchester UK To register visit: www.cleaningproductseurope.com

Take advantage of this 3 day event providing you with the great opportunity to improve your 1 5th - 1 6th May 201 4 knowledge and meet with the The Business Show 201 4 UK's premier suppliers of Health The UK's biggest expedition for anyone starting or expanding & Safety equipment, services, a business training and advice. ExCEL London To register visit: Co-Located http://www.greatbritishbusinessshow.co.uk/ with 3rd - 4th September 201 4 Cleaning Expo Scotland Bringing together buyers and suppliers representing every part of the cleaning industry, looking for innovative solutions to cleaning and hygiene problems Creating An Event Scottish Exhibition and Conference Centre (SECC) Not To Be Missed Glasgow, Scotland NEC Birmingham To register visit: 11 th - 1 3th March 201 4 www.cleaning-expo.com Register HERE for Free Entry 7


EXTREME CLEANING EXTREME

Extreme Property Clearance

As part of this months extreme cleaning feature, we will be looking at the world of 'extreme property clearance'. These types of clean up operations can ,at times, take there toll on us and our staff. By looking a little deeper into this branch of cleaning, you can learn the tools and techniques to ensure you and your staff remain motivated when faced with these colossal clean ups. There are many reasons a person can end up living in these dire circumstances. More often than not it is due to illness, either physical or psychological. A physical illness is easy to see and

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although these cases can give us a huge clean up, it's those 'secret' psychological illnesses that provide us with our greatest challenges. These are often the jobs that are only brought to light months, even years, after a person has lost the ability to cope. We will share with you experiences, take a look into the issues surrounding the chaos, as well as providing you with some tools, techniques and product reviews to assist you in your operations.


EXTREME EXPERIENCE

Unitty Specialist Cleaning LTD: An Extreme Experience

Working within the extreme cleaning sector offers an insight into situations and circumstances not normally witnessed by many. It’s the type of job which promises to challenge even the most hardy of extreme cleaners, and can still guarantee the shock factor no matter how many times you thought you'd seen it all. So, when Unitty Specialist Cleaning were asked to clean up a flat described as ‘filthy, with a really bad smell’, they knew it was going to be a busy dayP. Personal Protective Equipment at the ready, we went to make the initial inspection of the property. Opening the door to the ground floor flat, was as if a seal had been broken. The smell, a rancid assortment of urine, faeces and grime mixed with stale tar and nicotine, greeted us in the hallway. Putrid smells are arguably the worst aspect of this kind of job, and I think most extreme cleaners would agree it’s an occupational hazard. Once inside, it was fair to say the place was in a terrible state. Imagine floors where you can’t determine whether its carpet, lino or tiles which lie beneath, not because of excessive furniture, but the thick layer of grime lends it an almost shiny finish. A trail of which had been created linking one room to the next, mapping out the previous owners

walkways. Despite the lights being on, the rooms were dim, partly due to the build up of grime on the windows, and partly because every wall, ceiling, door and its architrave were coated with a brown, mottled tar. The kitchen was definitely the worst room in the flat, absolutely sheathed with layer upon layer of grease and dirt. Cutlery, plates, empty tins, full tins, cartons and random packets of old food littered the work surfaces and floor. Unidentifiable food lay in bowls, and had now turned various shades of green, brown and black with a thick coat of fur. A chip pan sat on the work surface and its once excessive use had resulted in a covering of fat radiating across the walls and surfaces from where it was placed. In the living room, a lonely armchair was found postioned in front of the television, surrounded by mountains of ash and cigarette butts, the ashtrays later discovered beneath. Once these had been filled, the tenant enlisted the floor as the next ashtray, as cigarette burns and ash circled the chair and

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EXTREME EXPERIENCE

beyond. The bathroom, not a place for the tickled stomached, continued the unsanitary trend. The bath couldn’t have been used for quite a while given the amount of cigarette ash which had been flicked into it. The toilet, having once been white, was now a dark shade of yellowish brown and caked in faeces and limescale. Urine had penetrated the floors and the stench was overwhelming. The clean up took the team two days as we sifted through debris and sanitised every inch of the property. Everything was sprayed with Formula 429, an antimicrobial which kills 99.9999% of bacteria, viruses and fungi. It also continues to kill due to its unique residual control. By the end of the two days, the flat was unrecognisable, clean and sanitary – ready for the new tenants. Some people are intrigued by our services and want to know all about the nitty gritty side of it with all the

gruesome details, and whether it bothers us. Others want to know about the emotional aspect of the circumstances which led to the accommodation ending up in such a state and whether we sympathise with them. The answers are, of course, yes and yes, but only to a certain extent. When you’re in the midst of cleaning it crosses your mind of how the situation evolved, but at the end of the day, that’s what we are trained to do, and I have to say, do extremely well. As the saying goes, ‘it’s a dirty job, but someone’s got to do it!’

Kirsty Unitt, Unitty Specialist Cleaning Ltd

www.unitty.co.uk

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PRODUCT REVIEWS

Unitty Specialist Cleaning LTD Recommends Formula 429

Formula 429 is an NHS awarded antimicrobial providing instant kill and residual control against 99.9999% of bacteria and viruses, including HIV, Salmonella, Listeria, Influenza, Hepatitis B and E.Coli to name a few. It kills at Log6 (bleach kills at Log3), so it renders the surface sterile on impact. Its unique patented formula ensures it continues to protect after administration. Its extended kill capacity continues for days, weeks or even months! Containing 4 biocides so in the instance when one specific bacteria forms a resistance, there are a further 3 to continue the fight. Working on a nanoscopic level making it unharmful to larger organisms. Despite its incredible strength, Formula 429 is a nonhazardous, non-corrosive, non-bleaching and odourless spray, which provides optimum protection, whilst remaining environmentally compatible. This makes Formula 429 stronger than bleach, whilst remaining safe to use in ALL environments, including homes, schools, nursing homes etc. via spraying, foaming or fogging.

ULV Fogger

A 220V ULV fogger with corrosion proof 6 L tank with wide tank opening for easy filling. High speed motor, 90cm flexible hose, fingertip output at the nozzle. Proven dependability and quality construction that is easy to use.

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PRODUCT REVIEWS

Kill Odor Citrus

Excellent all purpose deodoriser designed for prespraying as a contact deodoriser to kill odours Use on mould., mildew, spore and fungi as well as vomit, smoke, perspiration, rancid foods, oils and many more problem odours.

Biohazard Spill Kit

Single Incident Spill Kit enables all biohazard material to be safely cleaned up and disposed in the appropriate manner.

Degreaser Plus

A super concentrated degreaser, cleaner, booster and spotter/neutraliser. Use wherever soiling is severe on painted surfaces, metal, concrete, tiles, sealed or unsealed wood, hard floors and wet cleanable fabrics. Especially formulated for the severest of greasy soils. Suitable for greasy fire residues, severe greasy stains and neutralising strong acidic soils.

Rust Remover

Removes rust stains from carpets, textiles and fabrics Use to remove rust marks and brown stains following blood removal which is often iron related.

Urine Contamination Treatment

Deodoriser, developed specifically for the neutralisation and deodorising of urine contaminated carpet, upholstery and hard surfaces (tiles and grouted area etc).

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PRODUCT REVIEWS

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EXTREME CLEANING

Hoarding is a major contributor to extreme property clearances, with some clearances costing councils around £4,000. Although a good money maker for the cleaning business, we are often left wondering, how can people get in such a mess? Some argue that hoarding is a form of OCD, others that it is an avoidance issue, whichever way you look at it, it is a complex disorder. In just 201 2, Hoarding, was officially recognised as a disorder in the Diagnostic and Statistical Manual of Mental Disorders.

as having a “horror of destroying documents” resulting in stacks of papers filling every corner of the room. An 1 842 Russian novel, Dead Souls, by Nikolai Gogol, introduced Plyushkin, a wealthy landowner, who displayed typical characteristics of compulsive hoarding. The local peasants called him the fisherman due to his habit of “fishing” the neighborhood for “an old sole, a bit of a peasant woman’s rag, an iron nail, a piece of broken earthenware.” Filling his manor with clutter. Not long after that, “Plyushkin” became slang in Russian for anyone A basic definition describes Hoarding as collecting discarded, useless, or broken the aquisition and failure to discard, a large objects. “Plyuskin syndrome” is still used number of possessions to such an extent in Russian psychiatry to refer to someone that living conditions become impaired, with a hoarding disorder. The first recorded case of Hoarding, was even dangerous. in 1 947, in which the bodies of two brothers, Homer and Langley Collyer, Throughout history hoarding was and ,in were found trapped underneath their part, still is seen as either eccentricity or laziness. In literature as early as, Charles Hoard. Dickens' 1 862, Bleak House character, the On March 21 , 1 947, the New York police department received an anonymous eccentric rag and bone collector, Krook, phone call that there was a dead body in with his obssession of collecting piles of the fifth avenue home. The patrol officer legal documents and described as being dispatched endured a difficult time getting “possessed with documents” in a shop where “Everything seems to be bought and into the house, but noted a terriblel odour, emanating from somewhere within the nothing sold.” or even the eccentric building. The doors were locked; and Sherlock Holmes who Watson described

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EXTREME CLEANING sign of Langley. The police continued searching the house, removing more than nineteen tonnes of junk from the ground floor. It took the police a further week to clear away the brothers' stockpile, with the removal of another eighty-four tons of rubbish from the 3 storey house. On the 8th April 1 947, workman, Artie Matthews found the body of Langley Collyer just feet from where Homer had died. His partially decomposed body being eaten by rats. A suitcase and three huge bundles of newspapers covered his body. It is said that although the basement windows were 'Langley had been crawling through their broken, they were protected by iron grillwork. It took an emergency squad of newspaper tunnel to bring food to his seven men to begin pulling out all the junk paralyzed brother when one of his own that was blocking their way and throwing it out onto the street below. The foyer was packed solid by a wall of old newspapers, folding beds and chairs, half a sewing machine, boxes, parts of a wine press, and numerous other pieces of junk. William Barker, was the patrolman who finally managed to break in through a window into a second-story bedroom. After a two-hour crawl through copious amounts of clutter including bundles of newspapers, cardboard boxes and old umbrellas tied together, he found Homer booby traps fell down and crushed him.' Collyer dead. blind and paralyzed by rheumatism, The assistant Medical Examiner Dr. Arthur Homer, starved to death several days later. The C. Allen confirmed Homer's identity and stench detected on the street had been that he had died from a combination of emanating from Langley, the younger malnutrition, dehydration, and cardiac brother. arrest. Langley, on the other hand, was Police and workmen removed nowhere to be seen. Due to the stench and the fact that Homer approximately 1 30 tonnes of garbage from had been dead for no more than 1 0 hours, the Collyer home. Items were removed from the house such as baby carriages, a police continued to search the house, a greuling task requiring them to remove doll carriage, rusted bicycles, old food, ample quantities of amassed junk. Most of potato peelers, a collection of guns, glass which was deemed worthless and hauled chandeliers, bowling balls, camera away to landfill; only a few, salvageable equipment, the folding top of a horse-drawn items were put into storage. There was no

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EXTREME CLEANING carriage, a sawhorse, three dressmaking dummies, painted portraits, pinup girl photos, plaster busts, Mrs. Collyer's hope chests, rusty bed springs, the kerosene stove, a child's chair (the brothers were lifelong bachelors and childless), more than 25,000 books human organs pickled in jars (from their fathers medical practice), eight live cats, the chassis of the old Model T with which Langley had been tinkering, tapestries, hundreds of yards of unused silks and other fabrics, clocks, fourteen pianos (both grand and upright), a clavichord, two organs, banjos, violins, bugles, accordions, a gramophone and records, and countless bundles of newspapers and magazines, some of them decades old. As extreme as this early case may be, it is a sad fact that the thousands of people suffering from this disorder could potentially ,and many have, end their lives in this way. Whilst the typical stereotype of a hoarder is someone with no family or friends, locking themselves away from the world, and as in the case of the Collyer brothers this type of hoarder does exist, there are many types of people suffering with the

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disorder, some aware and desperate to stop, but unable to access the help needed, feeling hopeless, ashamed and alone, fuelling their anxiety. There are the deniers who although they are aware of the problem, their pride will not let them admit to it, instead they will defend their actions to the hilt, often having a multitude of convictions why they are keeping something seemingly useless. The list is as endless as the reasons. My first experience of a property clearance with the 'hoarder' present was when we were asked to perform a private property clearance for an elderly gent, Peter. The loveliest man you could ever wish to meet, highly intelligent, an ex serviceman in the RAF but through loneliness and illness limiting his social activities, he had taken to shopping over the phone, this had resulted in an accumulation of unused items mounting up and a steady supply of catalogues and junk mail to boot. This had steadily built up over a year, and although he did have many attempts at sorting through piles, his attempts became more justifications of why they should be kept. The result was just another pile created elsewhere. Peter was desperate to get rid of the clutter, you could feel his sadness and disappointment that his home was 'more like a storage unit of things gathering dust'. I


EXTREME CLEANING

realised then that unless I took control of the situation ,Peter, would never have the home he wished for. It wasn't a case of saying, right well this has got to go, and although that would have been a lot less time consuming, who am I to decide what belongings a person can or can't keep, I just gave Peter the reasons to discard or alternative options. Much to my relief, this worked and after a lot of work, the flat was a clean, clear, organised and fully functional home. Peter then asked me to come back every week to help him keep on top of things. Although he wasn't cured from his hoarding, and unfortunately never got the clinical help he needed, we were keeping on top of it. Each week we would go through the clutter accumulated over the last week and perform a regular domestic clean. After several weeks, Peter turned to me, took my hand and said, 'Thank you! You saved my life!' In that moment I realised that what we were doing was so much more than 'just being a cleaner', we were making a difference in people's lives and I wanted to share this realisation with my staff. Whilst Peter's case wasn't the most extreme, the bigger impact of Peter, was that by training

my staff to understand 'behind the scenes' and show them that whether it be through cases like this or even improving the working environment of an office ,which in turn improves staff morale and productivity, their job, their role, is significant and by taking pride in their work they would always be making a difference and appreciated, their morale and motivation increased. Sadly Peter passed away last year after suffering a heart attack, but that one sentance of appreciation will remain with me forever and in this moment still brings tears to my eyes. I share this story with you to remind you how important your role is and in turn I hope you will remind your staff too. So the next time you are faced with a mammoth task or even a seemingly unappreciative client, know that what ever you do, you are making a difference.

Article Credits: Marcia Davenport. (1 954). My brother’s keeper. Charles Dickens, (1 862) Bleak House Nikolai Gogol, (1 842) Dead Souls Arthur Conan Doyle, (1 893) The Adventure of the Musgrave ritual en.wikipedia.org/wiki/Collyer_brothers International OCD Foundation

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EXTREME CLEANING

We are all familiar with the scenes left behind by the drug addict squatters, syringes scattered around, the stench of degradation and our own fear of what lies beneath. As the clean up team, we arm ourselves with as much protective gear as possible, coupled with extreme caution, yet still, it does little to elate our fears. It takes just one moment, one dirty syringe to turn our world upside down. As a business owner, not only do we have this fear for ourselves but we have our employees to worry about and often this can be a bigger cause of concern to us.

garden, with the names of the children carved in the handles, remnants of their last family meal together in the place they once called home. Far too many times were these the scenes of our operations. These and the drug dens have been the two most common clearances in my experience, although we have attended the odd 'entrepreneurial squat', which has been broken into to set up a cheap bar or rave night. Some even turned into what appeared to be shops. We've cleaned up after 'political squatters', the activists squatting for a cause, sometimes destroying the very thing they were professing to protect. Whatever the reason, whether it be The global recession and the massive increase in repossesions in deprivation, repossesion or political we must always remain on our guard, the 2000s resulted in squatting because even in the once family becoming more widespread and it home, hidden dangers could be wasn't just drug dens we were clearing. My own experience led me lurking. to even more heartbreaking scenes. Childrens toys strewn across the floor, left mid-play, a group of handmade wooden swords in the

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HEALTH & SAFETY

A major concern for business owners, is how we can ensure that our staff take on board the seriousness of health and safety. When training courses are often dubbed as 'boring', or a 'waste of time' and the moment participants step out of the classroom all that has been attempted to teach them gets left behind. It is no easy task, however, there are several practices we can and should incorporate to ensure our training programs are a success. Firstly, we need to train our staff in a way they will remember, get them involved. Encourage them to tell you what they know and how to implement it. Not only does this confirm to you that they are aware of the issues surrounding health and safety, they have themselves produced ways in which to implement them, prooving that they have understood what is required. Secondly, we must ensure that staff are given frequent health and safety reminders. These reminders can be

given in several ways, including: • Always having at least one ,fully health and safety trained, member of staff present. • Holding regular staff meetings. • Before entering a site ensure the health & safety and risk assessments are discussed and understood. This may seem like a lot of work, and that may well be the case to begin with, but once this is implemented as a routine occurrance, a health and safety briefing before the start of each new job need only take a matter of minutes. Finally, we must keep, regular, up to date documentation ,signed and with supporting evidence to show that any training, risk assessments and policies have been given and understood.

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HEALTH & SAFETY

The Cleaning Brief's Top Picks: HSE Guides For Property Clearance The HSE provide a wealth of information, advice and resources and a visit to www.hse.gov.uk/cleaning/ is one we strongly recommend. Our favourite health and safety guides for property clearance are:

According to the HSE analysis of compensation claims related to health and safety issues, research report 070: The ASLEF, FDA, MU and NGSU data revealed that the smallest amount of damages paid was £75 and the largest amount of damages paid was £250,000. The average cost of the main types of claims was: • Slips, trips and falls - £4,222

• Manual handling - £4,325 • Exposure to noise - £1 ,782. The TGWU data revealed that the cost for cases to be settled ranged from £1 to £1 ,1 33,462 for injury at work claims and £1 to £500,000 for industrial disease claims. Investing in strong health and safety practices could save your business.

article credits RR70 - Analysis of compensation claims related to health and safety issues http://www.hse.gov.uk/research/rrhtm/rr070.htm 5 Steps to Risk Assesment: http://www.hse.gov.uk/pubns/indg1 63.pdf Personal protective equipment (PPE) at work: http://www.hse.gov.uk/pubns/indg1 74.pdf

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TRAINING

When it comes to training, the cost can seem overwhelming but it doesn't have to be. In this months guide to staff training we're going to look at the different ways your staff can receive high quality training, without putting you in the red.

shine. When your clients see this in your staff, your reputation will build through them. When your potential clients see and feel this enthusiasm, they will choose you over your competitors. Remember your staff are the face of your business. What image do you want them to portray?

In order to grow and develop a successful business, you will need good staff. In order to gain, develop STAFF TRAINING > and retain good staff you will need MOTIVATION to ensure a good training plan is in MOTIVATED STAFF > place. CUSTOMER SATISFACTION Whether you choose to offer one on CUSTOMER SATISFACTION > one, on the job, in house or outPROFITS & COMPETITIVE sourced training, it is vital you have ADVANTAGE the right program in place for your business and your staff. You may be thinking ' I can't afford training', honestly, you can't afford Training your staff shows your not to. This guide will take you commitment to them and in turn through the most cost effective your staff will show their system and assist you in creating a commitment to you. Training training plan you can afford. shouldn't be just about teaching staff There are lots of companies offering the basic facts, rules and training packages and if you do have regulations, yes these are all the funds, it is a great way to train. important, but as well as educating However, it isn't the only way. them, good training is about Whether you're training with little or motivating your staff to achieve their no budget or just want to know the best, building and maintaining a how to's, this guide will help ensure commitment to your business. you can offer a high quality training program. When you have committed and motivated staff, your business will

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TRAINING

If you cannot put the training Many businesses only begin their training plan once they have taken on requirements into the job specification, an employee, but to ensure greater your next step will be 'the interview'. When deciding on the right candidate success, a training plan needs to check whether their previous begin before a position is even advertised. This initial training plan experience will reduce any initial will help you decide what training that training costs. There are some general questions to position will need from the very perpend when creating your training beginning. Say, for example, you need to take on plan, you must also consider your own a janitorial cleaner. Make a list of all business model. the initial training they will need. Step 1 : Advertising the position Which of the training will be most costly? Can you afford it? If not, then What training does this position this will be a 'required' in the job require? specification. Now go through your list What would be the cost of the and check what other required skills training? can be added to the job specification. Out of the required training, which It really is that simple, taking that could be included in the job extra time to know what you need specification as a requirement? from an employee will save you a What training would be useful to the whole lot of time and a good chunk of position? cash.

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TRAINING

receive and what timescale? Can you provide this training, in this time? Another point to consider when developing your training plan is, if outside training is required, could this person be sent on the training and then pass on their knowledge to other staff?

What training must you provide but prior knowledge would shorten the time taken to train and subsequently reduce the cost? Does the job require the use of any specific machinery/ tools for the job and if so, does the supplier offer any free training on its safe use? What training could be carried out 'inhouse' or 'on the job' ? Step 2 – The Interview You've narrowed down applicants to potential candidates based on their CV meeting the minimum requirements few questions to keep in mind when interviewing potential candidates. How up-to-date is their training? How up-to-date is their knowledge or use of any previous training? Have they made use of the previous training? How keen are they to learn? The more motivated, the quicker the learning process. What training are they hoping to

Step 3 – The Initial Induction I have called this the 'Initial' induction, as a good induction plan, isn't about cramming as much information into one or two days worth of training, it's an ongoing process. It is used to assist a new employee in getting to know the company, how it operates, its policies and procedures and what is expected of them, as well as any important training that may need to be carried out immediately to ensure employee safety. Dependant on how much time you can or are willing to spend on an initial induction will determine what to include. If you are limited on time then looking at what information can be provided on the job can reduce induction length. However, be aware that any on the job training can also result in time wastage, due to the new employee having to wait to be instructed and the instructor taking time out of their schedule to teach. An initial induction takes generally one to two days but can last a week or more depending on the

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TRAINING

role. As with all training it should be given in bitesize chunks, with systems in place to ensure attendees have understood what has been taught because more often than not they will be too nervous to tell you. The following list will give you an idea of what could be included in an Initial induction but it is up to you to provide an induction tailored and suited to your business and the positions offered. Only you can decide what is right for your business. Who is your company? What do you do? Brief company history The company mission statement, beliefs and ethics Policies & Procedures Completion of the necessary employee paperwork, forms, ID etc required. Supplying employees with their contract or terms and conditions of employment, employee handbook and any other relevant documentation A brief run through of the employee handbook. An introduction to any specific paperwork related to day to day tasks Teaching of any necessary software to be used Health & Safety pertaining to the position Training procedures Human resources Company commitment to staff Other job specific training

long as the employee is advised that they must read this and sign to confirm they have done so by a set date. Continuing The Induction Process As we said earlier, the induction should be an ongoing process, it should also be organised in a planned way to ensure continuity and proper completion. An induction plan should be set out in a systematic way, so that training can be given over a period of time and can involve more than one person to give the training. There should, however be one person responsible for ensuring the training is completed properly. On The Job Training Having assessed training requirements from the very beginning, you should already have cut down your initial training costs. Couple this with a good induction plan, on the job training will be a highly effective and affordable option. An experienced candidate with a keen to learn attitude will ensure that the extra time required to train on the job will be kept to a minimum, with the least amount of time taken from your already busy schedule.

On the job training is a great way for employees to gain practical experience using the tools and Whilst this list may seem quite long, procedures they will be working with much of the information given should on a daily basis, gain insight into the be included in the employee handbook working environment and build good and so, a brief run through the most working relationships quicker and important parts should be sufficient, as

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TRAINING

easier. To be an effective solution, it does need to be structured otherwise there is a risk of 'bad habits' and 'short cuts' being passed on. It is important that those staff chosen to supervise & train new employees do so in a clear and unbiased way, a structured training plan will provide this.

have to come from a recognised provider. In this instance always enquire as to what funding may be available to you to subsidise the cost, you may even find grants to cover the full cost.

As well as financial aspects, you will need to take steps to check out the provider. The first port of call will be In House Training their website, are they members of To ensure staff get the right training the regulated and awarding bodies. If and to monitor the time allocated, the course is used to gain a providing in-house training yourself is qualification, is it nationally or a great way to gain insight into internationally recognised. developing tailored programs. There is a wealth of resources available to A reliable training provider will help you do this and the gorvernment generally offer: websites such as the HSE provide Free consultations to discuss your downloadable brochures and leaflets, training needs. suitable for use as handouts or Professionally qualified tutors with 'on guides, videos, presentations and the job' experience of your industry even a health an safety training guide Courses specifically designed for your to assist you. If you are unable to industry needs provide the training yourself, there are some good 'off the shelf' courses that can be purchased and run in a classroom or online with a wide range of topics covered. Supplier Training When purchasing equipment or machinery, some suppliers do offer free training on the proper use and care. It is always worth asking what is available. Some will offer this training to several employees otherwise you could ask them to show one person and that person then passes on their knowledge to others. Out-sourced Training There will be times when training will 25


TRAINING

Nationally and where applicable, internationally recognised awarding bodies A professional learning environment with the necessary equipment and teaching aids Evidence of endorsement from or in association with leading industry bodies Reviews and testimonials from real clients. Up to date information on current best practice and new ideas relevant to your field. Other training methods you could incorporate into your plan include : Coaching Mentoring Distance Learning E – Learning Evening classes Networking/seminars Workshops

considered following a training program are: Were the expected training goals achieved? Were there any unexpected benefits? Was the training cost-effective and does it justify the financial and time Once you are aware of all the training investment ? options available to you and a training Is there anything that could be done plan is in place, you and your staff will differently next time to improve the become more aware of training program? opportunities arising throughout the Has this training program improved working day and seize them. performance? As important as providing training is, it If you would like further tips and would be pointless if it is not monitored and evaluated. To ensure advice on training and development visit our website at: time and money is not wasted on training that isn't fit for purpose, http://www.cleaningbrief.com/news monitoring through regularly checking -and-advice.php progress is being made and a process and check out our training help links. of evaluation must be carried out after each training program. Examples of some questions to be

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TENDERING

When considering the possibility of tendering for public sector contracts, we are often put off by the seemingly mind boggling processes. For years the gorvernment has pledged to make tendering more straight forward and accessible. The best advice, just go for it. As scary as it may seem, gaining contracts within the public sector is possible and offers small businesses the stability they need in todays economy. It isn't easy but it's worth it. There are many guides out there offering good advice and guidance on the process. A visit to www.gov.uk/tendering-for-publicsector-contracts/overview will provide a good basic guide of all you need to know. Don't overwhelm yourself with the information overload, read the guide, follow its advice and go for it. What if you get it wrong and don't win the contract first time? The fact is you could get it right and still not get the contract, use it as a learning curve. Write and ask them why you didn't get it, they

then have to provide an answer within 20 days. From this answer you will know how you can improve your next tender and what you need to do. The Cleaning Brief Step by Step Guide: 1 . Visit www.gov.uk/tendering-forpublic-sector-contracts/overview Follow the guide to the end first without visiting the links provided. It is very easy to get side-tracked and ultimately lost in information overload. 2. Now you have got a basic idea of the process, go back to the 'Using Contracts Finder' section. Follow the contracts finder link and register. You will then be sent a link via email to activate your account. 3. Activate your account, log in and go to 'My Profile'. Work your way down the left hand menu and edit your preferences, details and supplier profiles. 4. Now explore, search 'Find Opportunities', use the filters to fine tune your search to produce results with relevant notices. The easiest way

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TENDERING

to start is by just using keywords to search for contracts you'd be interested in. When you find a contract you are interested in that matches your business, click 'watch this contract' to receive alerts matching that search, click 'save'' and 'email me later'. Check details of the saved search, enter a name and how often you wish to receive alerts. TIP: Have a look under the 'what is being bought by government' search to get an idea of the contracts available but also to find details of companies awarded contracts as potential leads for subcontract work e.g. facilities management/services.

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GREEN NEWS

DELPHIS ECO RECEIVES ROYAL WARRANT FROM HIS ROYAL HIGHNESS THE PRINCE OF WALES

Delphis Eco has been granted a Royal Warrant of Appointment to His Royal Highness The Prince of Wales, for the provision of Environmentally Friendly Cleaning Products. 201 3, although tough economically, saw Delphis Eco not only win the Business 2 Business Category at the EU Ecolabel Communication Awards, just the second time a UK company has won this prestigious award, but has also ended the year with an incredible accolade from The Prince of Wales. The decision to award a Royal Warrant is made by The Lord Chamberlain’s office and comes after a company has delivered consistently high-quality services to one or more of the Royal Households for a period of five years. Royal Warrants have always been regarded as demonstrating service, quality and excellence, and are highly prized - and now Delphis Eco has earned the honour of displaying the Royal Arms in recognition of its service. Mark Jankovich, Chief Executive at Delphis Eco, welcomes the Royal Warrant: “We are delighted that Delphis Eco and the teams’ hard work and dedication to providing quality environmentally-friendly products has been recognised in this way. We are honoured that the Prince of Wales would choose to bestow this award on us and hope that it will encourage other people to select more environmentally

friendly products. We are also proud to join an elite group that is able to show the Royal Arms in recognition of their commitment to the highest standards of service, quality and excellence. It is truly a great start to the year!” Delphis Eco manufactures award winning green cleaning chemicals, nothing else. It is the only company in its sector to exclusively manufacture its product range in the UK and was the first UK company to get EU Ecolabel accreditation for its cleaning products. In fact, Delphis Eco has the largest accredited product range available and it is ever growing. The company’s commitment to sustainable cleaning products has seen the manufacturer become the first chemical company to partner with Keep Britain Tidy and EcoSchools, The Sustainable Restaurant Association, and the Green Tourism Business Scheme. With a vision to be the world’s leading innovator of ecological cleaning products, Delphis Eco ensures every aspect of their development and manufacture delivers the best possible solutions for the end user whilst maintaining our deep sustainability ethos. Delphis Eco looks forward to another exciting year helping schools, universities and catering facilities switch to our more environmentally friendly range. www.delphiseco.com

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GREEN NEWS

UK heading for residual waste treatment capacity shortfall Industry report analyses waste projections and warns that residual waste treatment infrastructure will be unable to cope with volumes over the next 1 0 years. SITA UK, one of the UK’s leading recycling and waste management companies, has today published a report entitled Mind the Gap, which presents an assessment of UK residual waste treatment capacity between 201 5 and 2025. The report finds that in 201 5, 1 7.8 million tonnes of residual waste will need to be landfilled or used as refuse derived fuel in other countries, because there is not enough infrastructure capacity in the UK to make use of it domestically. This report charts the gap between treatment capacity and the volume of UK residual waste up to 2025 – although this gap will narrow and level out at 5.7 million tonnes by 2025 as the volume of residual waste drops against the proportion of materials that have been recycled or avoided altogether. One of the largest causes of this gap in treatment capacity is a lack of accurate, data, which is needed to underpin investment in new facilities. Between 1 0 and 20 new treatment facilities are required for every million tonnes of waste diverted from landfill. SITA UK estimates that the UK needs to invest up to £25 billion in new treatment infrastructure by 2025/30 if all the waste currently going to landfill is to be diverted and treated. As there is no central resource for commercial and industrial waste data, the industry has found it difficult to forecast residual waste volumes and plan accordingly. As one of the UK’s largest recycling and waste management companies, SITA UK treats residual waste material from millions of households across the country and serves approximately 42,000 industrial and commercial customers. Since SITA UK introduced regular on-board

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weighing to its industrial and commercial customers, the collected data is providing an increasingly accurate insight into the nature of commercial and industrial waste generation and composition – enabling SITA UK to forecast future trends when allied with available municipal waste data. The Mind the Gap report does this and makes five key recommendations to help deliver enough capacity across an appropriate range of treatment methods. Improve data capture of industrial and commercial waste by adopting a generic system across industry. Introduce stronger incentives and policies to further increase and maintain higher recycling rates. Government should issue guidance on the best collection techniques to minimise contamination of recyclate streams. Integrate energy recovery from waste into UK energy planning to encourage more domestic use of energy-rich waste derived fuels. Incentivise the use of heat produced in energy recovery from waste. Chief Executive Officer of SITA UK, David Palmer-Jones, said: “Forward planning in the waste management sector is very challenging, but it is a challenge we must overcome if the UK aspires to become a resource-efficient economy. Although the priority is to recycle as much as possible, reducing the volume and maximising the value of residual waste is also key to a circular economy, however, responsible investment in treatment facilities can only be made on the basis of sound evidence. That is why, as a front-line operator, we have looked hard at the data we collect and shared our forecasts for residual waste generation over the next ten years and the additional treatment capacity the UK will need if a circular economy is to become a reality.” Download Mind The Gap report HERE


SALES & MARKETING

1 0 Steps To Promote And Sell Your Services 3. Get the name of the decision maker. When you know the type of business you wish to attract to your services, you then need to know the name of the decision maker. The easiest way to do this is to call those businesses and ask. Don't worry about getting passed the receptionist and immediately speaking to them. You simply want the receptionists help in ensuring your mail gets to the right person. As well as the name, make a note of any other information they may give you, how many hours, days cleaning do they currently receive? How long have they been with that company? Also check that the company details you have are correct. It would pointless going to the trouble of finding out the name of the decision maker, just to send it to the wrong place. 4. Use both direct mail and telemarketing. 2. Aim to be the next. just rely on 'on-line', use your direct If you focus on the process of attracting Don't letters and yes, I do mean the good clients to you rather than chasing them, mail old fashioned 'snail mail' way. Now I the results you want will come naturally. understand that email is free and faster and by all means use it too but is it really 1 . Set your target market The first question to always ask yourself when establishing your target market is who? Who would be my ideal client? Identify the kind of market you want to service? What area are they in? What hours and times of day will you want to work? Once you find out who you want to provide your services to, your marketing strategy will become a whole lot easier to plan, design, implement and achieve. In those famous words of John Lydgate, 'You can please some of the people all of the time, you can please all of the people some of the time, but you can't please all of the people all of the time.' In order to have a successful business you need to make your business for somebody.

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SALES & MARKETING producing the results you want or need? Remember, your competitors are most likely bombarding your prospects with email too. So whilst your prospects inbox is swamped his 'snail mail' tray is probably near empty. You make sure you're sending it to the right person and chances are they will read it and put it in a file labelled 'contractors' or even better 'cleaning companies'. How can I be so sure? Well I was a 'prospect' for a large chain and even though a call centre dealt with authorising work, it was us 'local' branches that they called to ask for the contact details of contractors in the area, and it was so much easier to pull out that file of 'cleaning companies' than search online. 5. Create your marketing calendar and stick to it, it's no good just contacting prospects once and giving up. You've got to be committed to building a relationship or at least a known presence. In the words of Les Brown's, Mr Washington, 'People are so negative, they have to say No, seven times before they say Yes.' Keep calling, keep mailing, if they aren't looking for your services at the moment, don't give up, you never know when circumstances change. 6. Give them options, giving them a choice gives your prospects something to consider, distancing them from a straight NO. 7. Be creative, it is necessary when marketing your business to think outside the box. You need to stand out from your competitors, make your business more attractive. 8. Be flexible, always explore ways

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you can improve your marketing strategies, your customer services, your business. Consistently monitor and evaluate and if something isn't working, change it. 9. Set your goals, understand that rejections and set backs come with the territory and at these moments when you're feeling disheartened, take Les Brown's advice and tell yourself, 'it's not over until I WIN!' 1 0. If you are sending out mail, put your face on it. Add your photo to your marketing material, putting a face to name, goes a long way in building a relationship. When a prospect sees your face a few times, they will start to recognise you and a connection is made.


SOCIAL MEDIA MARKETING

Getting The Most From Your Social Media, Without It Taking Over Your Life Social media marketing is the use of social media to market your business. It's about marketing not only to your potential clients but to their social network. More importantly marketing to those with the ability to influence your target market. You need to become part of that group, become 'the influencer', the persuader.

service promotion and you could be forever hidden from their news feeds, too little and you'll just end up with a lot of wasted time. The majority of people using social media are people communicating on a personal level. It's turned the whole concept of never mixing business with pleasure on its head. Unless you are already a well known and popular name, you are going to be The mistake many make is although promoting YOU more than your they are great at interacting through business, and this is why you have to social media, they are missing keep reminding your network as well as opportunities because they are not yourself why you are there. Provide links supplying 'a call to action'. to your services and other social media. They become so engrossed in the A good reason to provide regular links building friends and connections they for people to find out more or even to forget their whole purpose for being buy, is that people don't like to ask. there, or mistakenly believe that by Remember, the majority of people on interacting and occassionally letting social media are there to make friends. If people know what they do, eventually they ask and decide what your offering is people will come to them. They very not for them or they don't like the price, rarely do. You've got to tell them what to how could they tell a friend that without do, give them the opportunity to look hurting their feelings. Even though you further into what it is you do. may be purely there for business, they The trouble with SMM is you have got to are not. find that perfect balance, too much As you grow, you will eventually be able

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SOCIAL MEDIA MARKETING to take a step back from the 'personal' approach. In the meantime you're going to, in the words of Dale Carnegie, 'Win Friends and Influence People.' You need to engage, inspire and motivate potential customers and their influencers. Why don't we just market to the customer or client, why their influencers? Have you ever noticed that people will mimic more what those around them do, rather than what is said? We don't influence people by telling them what they should do. They observe us. It is just the same in social media. Take facebook for example, you may have noticed, if one person puts a negative status, you can easily tell who their main circle of friends are by their similar statuses, these are their influencers. Negativity begets negativity, positivity begets positivity and buyers beget buyers. Again, notice if one person posts about something they have bought, something they like, need or want, very soon you will find everyone either has it or is talking about it. This is the power of social media and it's yours for the taking. So how can you promote your cleaning services with social media? Listen to your network. Is someone complaining about not enough time, cleaning, a domestic disaster or even their workplace. Advise them, share some tips. Oh you may be thinking, yes but I want them to pay me to do it, rather than help them do it themselves. That's not how SMM works in the service industry. It's not jumping in and getting immediate

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sales. It's building up your network and becoming recognised as the go to guy, the expert. Of course when you're offering this advice you could also offer your services, incase they are pushed for time or some other helpful reason. Also remember you're sharing tips or tasters of your knowledge, not giving it all out. Study and get to know your target network. Look at your potential client, who do they interact with? Who do they mimic or who mimics them? These will most likely be their influencers. What are their 'moanbook' moments? What language do they use? Visual - 'looks like', Auditory - 'sounds like' or kinaesthetic- 'feels like'? What is important to them? In order to influence someone, you need to pace them before you can lead. As to influence someone, is to lead them, and in order to lead someone, you first need to match their pace. Imagine it as being in a race, you begin steady, keeping pace with the other frontline racers before showing them what you've got and taking the lead.



The Cleaning Brief - Pilot issue