April 2012

newslink

ncca

The official journal of the National Carpet Cleaners Association

Features:

Pre-Dust Extraction Carpet Cleaners Carnival ŠRenaissance by Brintons Carpets

April 2012

Contents 03 From the editor President’s report 06 Stoneman’s Corner 09 Pre-dust extraction Thank you Barry Membership renewals 10 German cleaning machine manufacturer appoints Wrennalls as exclusive UK agent 12 Collateral damage (part 2) 14 What on earth are QR codes?

16 Carpet Cleaners Carnival 18 Taking a look at our past 20 Judging a book...

22 What’s in a domain name?

24 2012 Budget - news for small businesses 26 Who’s pulling the strings? Best practice when managing contractors 29 Are your clients insured?

The importance of survey Accident and sickness cover Opinions expressed in this publication are not necessarily those of the Association or it’s officers or members. Whilst every effort is made to ensure the accuracy of the statements within this publication, we cannot accept responsibility for any errors, or omissions, or matters arising from any clerical or printing errors, and whilst every care is taken of manuscripts and photographs submitted to us, we can accept no responsibility for any loss or damage.

Published monthly by: The National Carpet Cleaners Association 62c London Road, Oadby, Leicestershire, LE2 5DH Tel: 0116 271 9550 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk Editor Nikki Law Editor in Chief Keith Robertson Design Editor Nikki Law President/ Technical Director Paul Pearce Vice President/ Marketing Director Keith Robertson Vice President/ Events Director Nigel Lay Member Liaison Director Glyn Charnock Associate Liaison Director Denise Pitt Co-opted Directors Rob Whitbread Martin Johns Christian Ramsey www.facebook.com/NCCAFloorCare Www.twitter.com/NCCA_floorcare_

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

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

page 2

From the editor

P

ress releases can be of great benefit to your business. Issuing a release is a very affordable way to get your company in the news and therefore increase your visibility.

As a non-profit making organisation, press releases are an important part of the NCCA marketing strategy.

For a fraction of the cost of advertising, or hiring a marketing expert, there are companies who can provide software enabling you to create professional news articles for your business, distribute them online and even track the results.

With this in mind, in March, the NCCA signed a contract with a leading provider of cloud-based (shared resources and software provided to computers as a utility over a network) marketing and PR software that helps organisations reach and influence buyers across social networks, online and through the media. The company provides a suite of software for online marketing, social media and PR.

The package we have purchased enables us to generate visibility and publicity via online press releases. The releases are distributed to Nikki Law major search engines, online news outlets, journalists and bloggers via RSS feeds (a family of web-feed formats used to publish frequently updated works such as blogs) and through the company's website.

In a nutshell, we now have an affordable online solution to press releases, with a respected company whose distribution network includes high profile publications such as The Times, The Guardian and The Telegraph.

The results are already impressive. Our press releases have been flagged in Google Alerts, with our second release reaching over 800 destinations, including regional/national publications and radio stations.

President’s report

W

hen the sun comes out at this time of year, it sparks something different in all of us. Some of us book a holiday, others think of DIY and some think of spring cleaning.

Of course we are well into the season of spring now and it seems that plenty of folk want to clean their homes. It was my intention to do a little DIY when the sun came out, so I went to my local DIY retail shed to get some bits and pieces, most of which I no doubt already have but have misplaced.

Whilst there I noticed the carpet cleaning machine hire area. Although empty, one was being returned. So I thought I would ask a question or two of the person returning it. The first question was "what were the results like?" (Notice that I refrained from asking 'how much'). "Oh it was OK,

but the machine is a little awkward to use" was the answer. I then asked "would you use it again?" and the reply was "not likely, next time I will get someone in to do it." "Why is that I asked?" "Well, it took my partner all day to do it and the carpet is still wet after two days‌ never again!" I was tempted to hand out my card but thought better of it and went back through into the store.

You see, many people come to realise that it's not always brighter on the other side; we may see these machines come and go, and they do serve a purpose, but it doesn't automatically mean that everyone likes to do their own carpet cleaning.

I must admit I wanted to be around to see another one come back, but I had a curtain track with my name on it at home that needed my attention.

Page 3

NCCA Name and Logo Current Full members of the NCCA only, are permitted to use the NCCA name or logo in advertising.

Both the name and logo are registered trademarks and misuse of either is considered copyright infringement.

The use of wording such as ‘trained

by NCCA’ or ‘trained to NCCA standard’ is also regarded as misuse.

The association considers all logo or name misuse as theft and has the backing of the Trading Standards Office.

NEW NCCA MEMBERS FULL MEMBERS Carters Carpet Care (Manchester, Gtr Manchester) Dominic Blades (Stockton-on-Tees, Cleveland) A+ Cleaning Services (Stroud, Gloucestershire)

ASSOCIATE MEMBERS Oates Laboratories (Europe) (Leyland, Lancashire) Columbus Cleaning Machines Ltd (Leyland, Lancashire)

Diary Dates 2012 NCCA COURSES Carpet & Upholstery Cleaning 25th - 26th May 13th - 14th July 21st - 22nd September 23rd - 24th November Carpet Cleaners Carnival 15th September (Wicksteed Park, Kettering, Northamptonshire) Spot & Stain Removal 19th October Health & Safety for Carpet & Upholstery Cleaners 18th October NCCA courses held at NSPCC Training Centre, Leicester unless otherwise stated.

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

IICRC COURSES (SURREY) Water Restoration Technician 1st - 3rd May with Adam Jankowski Odour Control Technician 17th May with Adam Jankowski

NCCA member referral results Since publishing a referral statistics report in last month's Newslink there have been 54 recommendations for full members provided by the NCCA. This number is made up of 25 referrals from the NCCA office and 29 potential customers contacting members direct through the website.

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

Carpet Cleaning Technician 6th - 7th June with Adam Jankowski Held at National Flood School, Farnham, Surrey. Tel: 01252 821185 IICRC COURSES (HERTS) Carpet Cleaning Technician 23rd - 24th May with Paul Pearce Stone, Masonry & Ceramic Tile Cleaning Technician 28th - 29th May with Keith Robertson Upholstery & Fabric Cleaning Technician 12th -13th June with Paul Pearce Held at Alltec Network, Royston, Hertfordshire.

Tel: 01763 208222 Visit: www.iicrc.co.uk for further details on IICRC Training Courses

Page 5

Keith Robertson

Stoneman’s Corner A different sort of encaustic tile?

I

f you were under the impression that all man made tiles were made from clay then this may come as a surprise to you. Encaustic, Mosaic, Decorative, Mastercrafted, Hydraulic, French, Belgium, Spanish, Moroccan, Cuban, Nicaraguan are all names used to describe a particular type of Cement tiles.

Cement tiles? Yes you heard correct - cement and not clay.

Once again the marketing man has struck with determination to ensure that what could be described as the most fascinating man-made tile in the world isn't stuck with a 'plain Jane' name. With sharpened pencils they have come up with a plethora of names which are all referring to the same type of tile.

Made from Portland cement, rather than clay, cement tiles have a further dramatic difference

from ceramic tiles and that is that they are not baked or fired in an oven.

Decorative, colourful and most usually patterned, cement tiles are handmade and used on floors and walls. There is an amazing availability of choice and colour from the numerous manufacturers around the world. For example there is one Spanish manufacturer who offers 1200 patterns and 72 colours.

Starting in Europe, their production spread internationally particularly to Latin America. They also became popular in some of the southern states in the US before the Second World War, although their popularity did, at least temporarily, wane.

In view of their appearance, probably the most accurate name for the tiles would be Cement Encaustic. Even so, there are debates as to whether they are entitled to called encaustic, bearing in page 6

mind the root of the word comes from the Greek word 'enkaiein' meaning 'to burn in.'

There certainly is no burning involved when it comes to Cement tiles as they never see the inside of a kiln. On the other hand the visible surface can look very similar to traditional medieval and Victorian encaustic tiles.

The normal way of making the colourful patterns is to use pourable pastes - rather than transfers, paint or glazes - which are poured into a hand-made metal mould containing a designed pattern. This is the first step in the production process; then powdered cement is added and the tile squeezed into a hydraulic press before being soaked in water to harden the tile through the process of hydrolysis.

This process means that another good description of these cement tiles would be Hydraulic Tiles.

It is possible that the first cement tiles were made at Viviers south of Lyon in 1850, close to the first cement works to open in France, but it wasn't long until similar tiles were being produced in other areas. It was around the same time that Victorian tiles were starting to be mass produced in the UK. In Spain, a Catalan industrialist opened a factory in 1875 near Barcelona which manufactured hydraulic 'Cement' tiles. There are suggestions that even

earlier, perhaps in 1856, that Butsems & Cia opened the first manufacturer in Catalonia.

The technique was exported to other countries so sometimes the name of the country of origin stuck as the name of the tiles.

Tiles started to be made in Havana in 1886 and it wasn't long until local designers came up with their own unique style which can still be seen in older buildings.

Before you start to think that these must be quite rare tiles, my research suggests that they are being produced in Argentina, Bali, Brazil, Canary Isles, Chile, China, Costa Rica, Dominican Republic, France, Germany, Greece, Honduras, Hungary, India, Indonesia, Iran, Morocco, Nicaragua, Peru, Portugal, Philippines, Slovakia, Spain, Turkey, Venezuela, Vietnam.

It is possible to purchase plain single colour tiles in a large range of shades but most are designed either with geometrical or decorative shapes or display leaves, flowers or fish.

Unlike ceramic and porcelain tiles, but similar to traditional Victorian tiles, they are normally laid tight (butt joined) with little space between them which should be filled with unsanded grout.

Continued on next page

page 7

Continued from previous page Most manufacturers recommend that their tiles are protected with an impregnator. As impregnators are virtually invisible in order to contrive a natural look, some suggest using an enhancer to create a richer appearance. This finish can also be achieved by using an enhancing impregnator. That said some tiles, even after enhancing, can look quite bland. Where an even richer finish is needed it is possible to use a wax that can be applied and buffed with a single disc rotary.

Some floor care contractors choose another 'traditional method' to seal, protect and at the same time produce a low sheen - they apply oxalic acid crystals to a wet floor and use a single disc floor machine and a white pad to buff the acid crystals until the floor is completely dry. A light sheen, particularly on dark coloured tiles, should appear as the floor dries.

However, before you rush into using this method,

do remember that cement tiles are not resistant to acids and that oxalic acid can produce a gas that can attack metal, so it is a case of being cautious if you decide this is what you want to do.

As cement tiles are not resistant to acids they should be cleaned with neutral cleaners or a mild product such as 'Murphy Soap'. Equally, it is safer to avoid high alkalis and instead increase the mechanical action in the cleaning process rather than depend on chemical action. If there are cement residues or stains you could use a green pad or very fine sandpaper or in some cases dilute oxalic acid.

It is good to learn that cement tiles are experiencing a revival in some countries which makes sense in as much as they are a durable, versatile product, which can be produced with both ornate designs and exciting, vibrant colours. In my case I mainly see them in commercial applications but would love to see much wider use and am considering introducing them to my own home.

Going Going - Gone Dye Gone offers a unique new package and application device to remove the severest of dye stains including: coffee, tea, wine, hair dyes, paints, candle colours etc.

ye odb n o g Say ake ta to f ains! st

No need to mix - just spray - wait and the stain is gone.* *pre-test carefully and rinse out after stain is removed with cold water after use.

Chemspec Europe, Tong Park, Otley Road, Baildon, West Yorkshire, BD17 7QD. Tel: 01274 597333 Fax: 01274 597444 E-mail: info@chemspec-europe.com Website: www.chemspec-europe.com

Pre-dust extraction

Cecil Aigin

I happened to meet up with an NCCA member recently who uses truck mounted equipment. In discussing cleaning processes, I mentioned the necessity of extracting loose soil prior to cleaning.

The member, who I am sure, takes a great pride in the work he carries out, disagreed with me. He stated that the power of his truck mount equipment made preextraction unnecessary.

The undisputable fact is that loose soil contains soluble and insoluble elements.

Soluble soil that is present in the carpet pile will be dissolved by the cleaning fluid. On the basis that some of the injected fluid will not be extracted, the residual fluid that is left behind will be dirtier than it would have been had preextraction been carried out.

Furthermore, I consider that insoluble gritty soil will be more efficiently removed from a dry carpet than during HWE. So, in my opinion, if the carpet is to be cleaned in the very best possible way and left with the brightest appearance, the pre-extraction of loose dust is imperative, regardless of the cleaning process employed.

Thank you Barry

Membership renewals

A “thank-you” to NCCA member Barry Brown from Xibis (Web, application, development), Oadby, Leicestershire.

“We would just like to bring your attention to the excellent service offered by your member Barry Brown of A T Brown & Son (from Kibworth Beauchamp in Leicestershire) who cleaned our carpets last week. From the initial enquiry Barry was helpful, friendly and very knowledgeable.

Our carpets have come up like new, so much so a visitor commented on our ‘new carpets’.

We would have no hesitation in using Barry again and would recommend him wholeheartedly to anyone. Too many people are ready to complain these days, so I think that when you receive a good service from someone you should acknowledge it! Thank you Barry”!

We are pleased to announce that we have retained NCCA membership fees at 2011 rates this year!

We have had very few members inform us of their intention to leave the association this year, and as the deadline for informing us in writing of any intention to resign is now past, we would like to thank all renewing members for your continued support for the forthcoming year.

I am glad you can all see the value of your membership and we look forward to an exciting year, with lots of improvements to the service we provide, some new and innovative ways to help you promote your professionalism to your clients, a bigger and better Carpet Cleaners Carnival in September and lots more besides.

Renowned German cleaning machine manufacturer appoints Wrennalls as exclusive UK agent

T

he Wrennalls Group, a Lancashire based cleaning consultancy is celebrating a 'coup' having brokered an exciting import agreement to work exclusively with German based floor cleaning machine manufacturer, Columbus Cleaning Machines. This new operation will trade as Columbus Cleaning Machines Ltd and operate as a division of the Wrennalls Group.

Columbus is an integral part of the long established Staehle Group, a family run business with a turnover in excess of €75 million. With its head office located in Stuttgart, Columbus has based its success on designing and manufacturing a wide range of automatic scrubbers, single disc machines, wet and dry vacuum cleaners and spray extraction machines for any environment.

Shaun Bradbury, Managing Director, Wrennalls Group, is thrilled to have secured such a dynamic working relationship: “For the last five years, I have been struggling to source a manufacturer that would provide me with the opportunity to bring something to the UK market that no other carpet and floor cleaning company is offering. With an impressive and very high quality product range, not only can Columbus offer its UK based customers exceptional cleaning machines which will address any cleaning requirement across a variety of industries - but together we can deliver those products within a timeframe and at a price that will give us a clear advantage over the competition! The technical

expertise within the Wrennalls Group adds a further benefit in that full onsite training and technical support will be offered as part of the sales and service package.”

Miss Valerie Comandre, Export Manager, Columbus Cleaning Machines explained what makes her product range so attractive in a very crowded and competitive marketplace: “Here at Columbus, we invest heavily in product development and never stand still. Our machines are both sustainable and versatile but are most importantly good value for money. Our clients have immense confidence in our products and the Columbus reputation of delivering a superior machine which is also reliable and effective is renowned worldwide. I am very pleased to be working alongside the Wrennalls Group. As a family run business it truly appreciates the same brand values of honesty, hard work and responsibility as Columbus.”

For further information on the Wrennalls Group or any product in the Columbus Cleaning Machines range, call Shaun Bradbury on +44 (0) 1772 434333. page 10

Collateral damage (part 2)

L

ast month I wrote about the occurrence of unexpected damage that would normally be outside the perimeter of the soft furnishing fabric pre-clean survey.

I recently received an e-mail from another colleague regarding a similar scenario, this time relating to carpets. Our fellow cleaner received a call from a former customer requesting that the carpets in his flat be cleaned as before - a job previously undertaken by one of the cleaning company's technicians. This was followed by a complaint that there were marks on the carpet resulting from the previous clean. The gentleman

Derek Bolton

duly went out to see what the problem was and took some pictures.

When the carpet was originally cleaned the customer instructed the cleaning technician that they didn't want the storage boxes, which were at the edge of the room, moved and “could he clean around them�? The technician duly obliged.

Remember, it was several months later when the customer asked the company to clean the carpets again, but it was at this point that the customer went on to say the boxes had now been removed exposing brown water marks underneath and that it must be the fault of the page 12

technician who cleaned it previously.

Fortunately the cleaning company owner contacted me and I talked him through various scenarios and procedures, I also asked him whether he or his member of staff had checked beneath the boxes at the time, to which the answer was NO! He subsequently returned to the premises and was able to remove the vast majority of the staining to a point where it was acceptable to the customer.

Whilst he was on site carrying out the clean and remedial work he was informed by the cleaning lady that the owners had tried to clean the carpets themselves prior to the end of the tenancy. This time the boxes were moved, the area cleaned and the boxes immediately replaced on the damp carpet‌. when, sometime later, the marks were discovered, of course they called in the professionals‌well they would wouldn't they?

This brings me back to the point I made last

month, how far do we take our pre-clean survey?

If the customer says, ''don't move an item'' do we check it out anyway? I am sure many of us never have, but in light of these last two stories maybe we shouldn't be quite so trusting of our customers.

If we receive a complaint we must ALWAYS deal with it promptly and courteously. We must listen to the customer let off steam whilst assessing the situation rationally. A gentle question or two may reveal facts that will allow us to make a considered judgement and proceed in an appropriate manner.

Instinctively when a complaint comes in, certainly in the early days of running your business, the tendency is to panic and say things that shouldn't be said.

Just calmly arrange to visit as soon as is conveniently possible (the same day would be good) and when you arrive you may find that the so-called problem has been blown out of all proportion and is quite simple to put right.

page 13

What on earth are QR codes?

A

s a mature (almost old) individual who has used mobile phones for more than twenty years, from the time they were either screwed under the driver's seat of my van or bigger than a brick and costing around ÂŁ5000.00, I seem to be missing out on what is currently being called the big transition. Instead of us having simple phones to make phone calls we are now missing out if we don't have a range of smart phones, tablets and pads.

I thought that adults use their phone to, well, phone or possible take the occasional photograph and that youngsters use them to text or play games but apparently I am wrong.

For example, the use of mobile devices to search for local business has grown 400% since 2010. The forecast is that by 2013 more will be using mobile devices to search online than those using normal computers.

Keith Robertson

Now is the time that we need to start to think about how our websites appear on mobile devices and if necessary alter them or have a site created particularly for mobile devices.

Once we have achieved that we are still left with the age old question of how we manage to encourage potential customers to actually visit our website.

The most obvious is to make it as easy as possible for as many as possible to do this. No doubt we advertise our web address on all our printed stationery, invoices, business card, letter headings, and leaflets as well as on adverts and on our vehicles.

Another way we should seriously consider is the use of QR codes. QR codes afford us another opportunity to make it just that little easier for others to find us. page 14

Okay, so what are QR Codes and do we need really them?

QR Codes, which came to us from Japan, mean 'Quick Response'. They are square blobs that you may have seen in various places and are code that can be read by smart phones.

They are like the barcodes that we have got used to seeing on just about any product we purchase, however QR codes are able to contain much more information such as a URL link to a web address or even to a short video. Rather than requiring a handheld scanner, QR codes can be read by smart phones using a free app.

One of the ways we could use them would be to add one or more to our vans. A QR code beside your name could open a link directly to your website. If you have pictures on the side of your van you could have individual QR codes on each one to link with short You Tube videos. You could also have one which provides a special offer coupon that can be used towards one of your services.

If this is as new to you as it is to me then you will be pleased to learn that Lewis at the NCCA office is

working on a scheme to provide each of the members with a personal QR code which they can use.

The specific QR code will lead to a page which will contain all your business details and if you have an enhanced listing on the NCCA `Find an NCCA member' list it will also provide a link to your website too.

You may wish to use this QR code first before experimenting with others. The good news is that you can produce your own QR codes free of charge by logging on to an appropriate website.

There are probably endless ways that QR codes can be used. One that comes to mind is to have one that leads to the MSDS sheets for a specific job type. That could then be added to your estimate or quotation so that commercial customers in particular have these to hand if required.

Will QR codes take over the world? Probably not, but for most of who are building our businesses we should want to make the most of as many tools as possible.

And remember this one is free.

Carpet cleaners

carnival

L

ast year's Carpet Cleaners Carnival (CCC) the first event of its kind - was a great success and since then we have received lots of positive feedback from both exhibitors and visitors.

This year's Carnival will be held at the same venue, the historical and beautiful Wicksteed Park in Kettering, Northamptonshire on 15th September.

The event, which is FREE to attend, includes an exhibition and demonstrations of the latest industry products, together with various activities to run throughout the day.

The exhibition will be populated by top industry manufacturers and suppliers from within and outside the Association and is to be held in The Pavilion, starting at 9.30am and finishing at 5.00pm.

We've had an excellent response to our first exhibitor invite for CCC 2012 and already have some firm bookings from big-name companies. These are: ! Client Database Marketing Solutions Ltd (Get booked up) ! Columbus Cleaning Machines ! Dry Fusion UK Ltd ! Oates Laboratories Europe ! Alltec Network ! Sebo UK Ltd ! Chemspec Europe ! Textile Cleaning Solutions ! Amtech UK ! Cleansmart Ltd The exhibition will be further populated as the weeks progress. We will also be inviting a number of businesses, covering areas of women's interest, to exhibit their wares. More

information will be included in further issues of Newslink.

Fun family event The Carnival provides an excellent networking opportunity and a chance to bring the industry together, but it is also a family oriented event.

Wicksteed was one of the first Leisure Parks in the UK and is ideal for a fun family day out. Amongst the numerous attractions are one of the biggest and best free playgrounds in Europe, a fairground aimed at families with young children up to the age of 13/14 years old, a railway, racing cars and a lakeside area featuring water chute, nautical jets and both large and small lake boats.

Attendees have FREE access to the park grounds, play area and lakeside and the NCCA have negotiated discounted rates for families wishing to visit the fairground, generating substantial savings.

Wristbands for entry to the fair can be purchased on the day, but in order to receive a discount you must present a voucher (available beforehand from the NCCA office).

In addition to the discounted entry to the fairground, we have also negotiated FREE parking passes for all Carnival visitors (normally ÂŁ6).

Please call 0116 271 9550 to register your interest and obtain your vouchers and passes. These offers will not be available on the day without them.

We look forward to seeing you there! page 17

Taking a look at our past

I

think it may be of interest to the membership, many of whom will have joined the NCCA in the recent past, to learn something of the origins of the Association.

We owe everything to our founder, the late George Holloway who was the managing director of Holloway Equipment. George was one of the few manufacturers to manufacture machinery specifically for carpet cleaning. His company produced rotary shampoo equipment, the carpet flail and later, hot water extraction machines and the Holloway Power Brush.

George Holloway was a man of vision; he could not accept that the carpet cleaning industry was so fragmented. There was no consultation, no sharing of ideas. In fact, prior to the creation of the 'Carpet Cleaners Association', which was our original title, few carpet cleaners, if any, ever met and spoke with a colleague in the industry,

Cecil Aigin George was passionate in his desire to change the situation and, in order to do so, in 1967 he invited Ned Hopper, who was technical director of the then National Institute of Rug Cleaners in the USA, to conduct a seminar in London.

Carpet cleaners were invited to send delegates to the lectures on various aspects of carpet cleaning and, at the end of the week, a one day event took place for owners and directors of companies.

This was, without doubt, the first time a group of carpet cleaners had ever met together and George Holloway seized the opportunity to introduce the idea of the creation of an association. The proposition was met with great enthusiasm and in 1968 a number of those present agreed to form the first council.

George was elected to be the first president. This was a position he accepted with some reluctance because he wanted the newly formed Association page 18

to be under the direction of professional carpet cleaners and not seen to be controlled by a manufacturing interest.

The late Bill Franklin was elected vice president. I was appointed honorary secretary; the late Alan Vaughan became the public relations officer and editor of our first magazine 'Care'.

Doug Turnbull, who owned a carpet cleaning company and also sold equipment, encouraged his clients to become members and, together with trade press coverage, advertising and also a number of those companies attending the seminar, a nucleus of members was established.

Cooperation from manufacturers of cleaning machines and products helped form an 'Associate Member' category of membership and became an invaluable branch of the CCA. Council meetings were originally held in the Bedfordshire home of Valerie and Doug Turnbull and, at a later date, in the offices of Patent Steam Carpet Cleaning Company.

Of top priority was the creation of a constitution and, later, the setting up of a training team which consisted of the late Alan Vaughan, David Benardout, Haig Abadjian and Brian Smith. The training team produced an original cleaning and spotting guide to be superseded several years later by a comprehensive manual, written by David Benardout.

The early aims of the CCA were to create a high standard of work and a professional image for the industry. Close relationships with other associations within the cleaning industry were established and links with carpet manufacturers later resulted in

the Association testing and certifying the 'cleanability' of certain carpet types.

Several major carpet manufacturers and fibre producers became Associate Members, some of whom specified the services of CCA members on carpet samples and pamphlets. Members of the newly renamed NCCA were appointed by a prominent fibre producer to service carpets containing one of their stain resistant fibres, if owners experienced difficulties in applying cleaning and spotting recommendations.

Annual conferences proved to be a success. The first attempt to add a social event was a dinner following conference day and was attended by about twenty members. Subsequent conferences became weekend events commencing with the AGM on Friday afternoon, followed by a dinner and social evening for members and guests. A full programme of prominent speakers was held on the Saturday. During the day, guests were taken on an outing to local places of interest. A dinner and ball was enjoyed on Saturday evening and the weekend was completed by a Sunday morning excursion for everyone.

Very many people, too many to be included here, contributed to the early days of establishing our present NCCA. Their time and energy were given willingly and freely, and, on occasions (as it still is today), at the expense of time that would have been spent within their own operations.

The same commitment has continued to be provided by successive councils and members and has served to establish the National Carpet Cleaners Association as one of the major organisations providing and preserving the highest standards in carpet and upholstery care. page 19

Judging a book...

A

Ken Wainwright

s business people, we would all prefer to clean a whole house of carpets rather than just a single room. More carpet equals more profit.

As human beings, our vanity would almost certainly prefer us to work in up-market properties as this type of customer is more likely able to afford premium prices for a premium quality service. They are also more likely to have bigger houses with bigger rooms. Even more profit.

Many of us would say that you shouldn't judge a book by its cover. I can see the moral argument for

this but, in business, image is an all important tool in making that good first impression. You are not, at the point of first contact, selling your service, you are selling YOURSELF. We are part of the cleaning industry. When you arrive at a prospects home or office, is your van clean and tidy? A dirty, scruffy van will certainly not impress.

Old trainers, jeans and a tee shirt may well be acceptable in the low cost/low value marketplace, but they certainly wouldn't have an appeal to the lady of this manor! page 20

The tools needed to allow us an entry into the high end marketplace are simple and easy to acquire, but you need to look at yourself objectively and see what you can do better.

Your van needs to be clean. Polish it each year and it will look a million dollars. My own van is over nine years old and I regularly receive compliments on how well it's looked after. People do notice. It's sometimes referred to as kerbside appeal.

With regard to your own appearance, a clean, smart, buttoned or polo shirt is probably the most practical yet still smart option. An embroidered logo helps give that professional edge and ditto with a sweatshirt/pullover /fleece etc. And the cost is surprisingly low. With a buttoned shirt, you also have the option to wear a tie to help impress on arrival for that quotation.

Denim jeans may be practical for odd jobs and shopping, and may well be your own 'style' but for many decision makers, i.e. your prospect, they may well be that little bit too casual. I hate polyester trousers, but they're practical, maintain their colour through many laundering cycles, the knees don't fade and they dry quickly if you get some overspray on them.

They look smart too. There are also specialist working trousers which also look the part for a tradesman. Dress to impress.

The same applies to trainers - too casual. Polished slip-on shoes changed at the door for indoor slip-on shoes (I prefer deck shoes when indoors) will help to sell your professionalism and help to justify your premium charges. This whole package shows that you care.

There are a few extra considerations to take on board that are a little more personal, and you may feel that I'm out of order to mention them but hey, this is business and you need to put yourself in madam's position. ! Smoking - This is an 'old chestnut' that we are all aware of as being a little anti-social. When I am having quotations for work in my own home, as a non smoker, I find it offensive if a person arrives at my door smelling like a stale ashtray. They themselves will not be aware of it, but tobacco smells on their breath and on their clothes. They will need to excel everywhere else in their presentation to win my order.

Over the years, many of my customers have commented on this issue with me when they are gathering quotations. So, if you are a smoker, take a breath freshener and launder all clothes, including outdoor coats, more frequently. ! Tattoos - Some folks love them, some folks hate them. So cover up. ! Grooming - The word speaks for itself. Whether its finger nails, hair or even tucking in your shirt, it's the sort of thing that prospects will notice.

All of the above may not give a prospect a reason to employ your services, but ignore it and they will have a reason NOT to employ you, even before they've let you through the door.

As mentioned earlier, we shouldn't judge a book by its cover. But a nice cover gives us a good reason to open the pages and look deeper! page 21

What’s in a domain name?

A

domain name is the address to your website. If you are just starting out then careful consideration should be taken in selecting your domain name. The reason for this is to have a domain name that contains the keywords that you would like to be found in the search engine for. For example if you are a carpet cleaner in Kent then include the words carpet cleaning in Kent in the domain name. If you then optimise your website for the search phrases carpet cleaning in Kent you will stand a good chance of getting listed for this as Google knows what you want to be found for. Also if you are unable to get a .co.uk domain name without hyphens then look at registering either a .com, .org or a .org.uk domain name as Google also favours these. In Google there are currently 880 searches a month on average for this phrase. Google likes domain names that contain search terms as it knows

www.sitewizard.co.uk

what the website wants to be listed for especially if it's carried through the text within the site. When you start an SEO campaign it is harder to beat a website that contains search terms in their domain name even if they have done NO search engine optimisation on their website.

If you already have your domain name registered and it doesn't contain search terms, this is also good news as you already have a domain name registered and it is getting older! The older your domain name is the better it is from a search engine optimisation point of view (getting found in Google). It is much quicker to get an older domain name listed successfully in the organic listings in Google than it is a newer one. Google likes domain names that have been registered for many years because it shows that you are running a successful long term business. page 22

As with all things you can find a positive spin no matter what your situation. If you are looking for your website to be an A Lister celebrity in Google, with lots of traffic, then you need to make sure that you have as many boxes ticked as possible, these include: ! Having a fantastic looking website - there is no point driving lots of traffic to your website if people won't buy from you, we have had a few clients who are being found on the first page in Google because they have run successful search engine optimisation (SEO) campaigns, but the phone hasn't rang any more than it did before because they have a website that either looks dated or isn't clear that products/services can be purchased from it. ! Either an old domain name or a keyword rich domain name - this will help to get you found in Google more successfully. ! Google Places - if you can be found under a local search make sure that you have your business

listed there, as it is free, and if people search for local services on their mobiles then Google Places is what shows up on their mobile. ! Any links to FaceBook/Twitter - make sure that if you have a Twitter account or FaceBook page that you add the links to your website as it is another thing that Google likes. ! Google Analytics - by having Analytics installed you will be able to see how much traffic you are receiving, what people were typing in to find you and where the visitor was searching from, as well as how long they stayed on the page. ! Backlinks, backlinks, backlinks - once you have all of the above you need to get creating backlinks to your website, the more that you have from a variety of sources the more your website will get pushed up Google in the organic listings.

SiteWizard are offering every member of NCCA a FREE competitor analysis plus a Google Analytics Step-by-step Guide. To receive this, simply visit: www.SiteWizard.co.uk/ncca.

page 23

2012 Budget - news for small businesses

Y

ou can please some of the people some of the time, but not all of the people all of the time. And as with most Budgets, that was the case with Mr Osborne's third, and arguably, most important yet of his tenure at Number 11.

For while the Chancellor's budget - which he described at the outset as being one which 'unashamedly backed business' - did indeed offer some welcome inclusions, there were many more notably absent.

While there was plenty for big business to cheer about, there was plenty more to disappoint small firms. We think the Chancellor could and should have done more for small firms, and he had plenty of room for manoeuvre here.

There was, for instance, nothing on reducing the mounting burden of business rates, or fuel duty via cuts and a real stabiliser to regulate prices at the pump.

Phil McCabe (FPB)

These, for most small firms, are glaring omissions.

Regards fuel duty, the Chancellor's refusal to bring any relief will mean many businesses looking ahead to August with trepidation when the 3p increase goes ahead as scheduled.

This could be a real body blow to many small firms whose goods have to be physically transported, and for their customers who have to actually travel to purchase them. Even mail order firms will be hit - merchandise doesn't move itself. The hope now has to be that international oil markets will have stabilised by then and forecourt prices fallen significantly so. How likely is that?

If that does not happen though, and prices continue to skyrocket as they have done since December - by almost 10p a litre - there is the real potential for a powder keg eruption of anger come August. page 24

As for business rates - and lack of any Government relief in the Budget - this is another bitter blow for small firms with the rate remaining unchanged at 5.6%. In our pre-Budget submission we made a strong case for the rate to be slashed down to 2% to help struggling high street traders.

This big increase, due to land April, will not help existing traders and it certainly won't be tempting any potential new traders to start-up in 2012/13.

Just how the Government thinks this will help small firms is a mystery.

One of the single biggest announcements we have welcomed in the Chancellor's Budget was news of the simplification of the tax system for small firms. Making tax simple and proportionate is one of the main pillars of our Get Britain Trading campaign, and was a key element of our

pre-Budget submission.

A total of 44% of business owners on our tax and budget member panel called for wholesale changes to the structure of the tax system, and it seems the Government concur that the system is in need of root and branch reform.

Only those firms with a turnover of less than ÂŁ77,000 will benefit from this new policy - so a scheme squarely aimed at micro-business. While this is great news for small traders, those earning above that threshold, even by just a pound, won't benefit. So there's still much room for improvement in the years ahead for larger firms.

Overall, an underwhelming Budget for small business, but with a few gems added in. Still, as the saying goes: 'you can't make a silk purse from a sow's ear'.

page 25

Who’s pulling the strings? Best practice when managing contractors Philip Crosbie (Eversheds LLP)

F

or most businesses, good employees will often be listed as one of their most valuable commodities. Of all the individuals that a business may come into contact with during a normal working day, employees should be those that can be most easily managed. Businesses are able to choose the employees they would like working for them and can train those individuals in the way that they see fit. An employee can be closely supervised and reviewed by a business and, if required, they can be disciplined or even dismissed if their conformance to the rules, including health and safety rules, is below par.

Contrast this with the other individuals that a business may come into contact with, from other specialists in the business, clients and even ordinary members of the public. These individuals are not

under the control of the business or trained to appreciate particular risks. Nevertheless, as an employer, the business owes a duty to these 'nonemployees', i.e. a duty to ensure that they are not exposed to risks to their health and safety. As a result, businesses invest significant resource to ensuring these third parties are not exposed to risk as a result of that business' actions.

Between the two extremes of employees (over which there is full control) and members of the public (who must be protected), lies a middle ground. For some businesses, that middle ground is occupied by third party contractors; the subject of this article.

Typically, businesses will need to employ third party contractors to carry out specialist tasks, or simply due to increased business demands. Whilst page 26

businesses may choose the company they want to work with, this does not necessarily mean they can select the specific individuals that the contractor will employ. In addition, businesses may even find that an entirely different company arrives to carry out the work.

Bearing in mind the duty owed to nonemployees, and the resultant obligation to ensure contractors are not exposed to health and safety risks, what do you need to do? We consider some practical steps below: 1. Seek contractor assistance when needed Awareness of the risks associated with employing contractors may lead some nervy employers to shun employing third parties in favour of using their own resources. This situation has to be avoided as it could lead to businesses conducting work 'in-house' for which they are not qualified or businesses not employing additional contractor assistance when required. There is a place for contractors: for example, they can offer expertise not held within a business so that jobs are carried out safely.

The key issue for a business is to appreciate when a contractor is required and to understand which

type of contractor can assist.

2. Obtain evidence prior to appointment When appointing a contractor, a request should be made for all the information necessary for an employer to be satisfied that the contractor and its employees are competent. A list of desirable information will include risk assessments relevant to the work, method statements, training records and maintenance certificates for pieces of large equipment.

A proper review of this material is required before work commences and this review should be recorded. If this information cannot be provided then consider whether it is right to appoint that contractor; if a contractor cannot show that they can plan a job safely and that they have the right people to carry out the job then are you satisfying your duties as an employer?

It may be the case that the business has regular contractors or 'preferred suppliers'. Do not let this practice encourage complacency. Even if contractors are appointed on a regular basis, a business should still assess whether they are suitable for a particular role each time they are Continued on next page

page 27

Continued from previous page appointed (this may, however, become a shortened process for regular contractors). A good contractor at the start of a relationship may still change, for better or worse.

3. Consider additional training Whilst a contractor should provide individuals trained for their particular role, additional training may still be required. For example, if a business instructs contractors to work on a particular site, it will be necessary for the contractor's employees to be properly inducted on to that site so that they appreciate any particular procedures or risks at that location.

4. Rely on the contractor (to an extent) Just as a business owes a duty to its employees, contractors have a duty to look after their own, making sure that they are properly trained and supervised. If satisfactory evidence has been provided to show that a contractor and its employees are competent (as described above), it is proper for the business to 'take a step back'.

Particularly in situations where a contractor has been appointed for their unique expertise, it is reasonable to leave a contractor an element of autonomy. Involvement on the part of the business would be confined to exceptional events, such as where unsafe practices are reported, site rules are not followed or where there is an accident or nearmiss, which we go on to consider. Your role therefore becomes one of 'keeping a check' as set out below.

5. Keeping a check Beyond normal everyday interactions, processes should be implemented to periodically assess a contractor's performance and to ensure that any concerns are identified as soon as possible. The format and frequency of these checks will be dependent on the task being performed.

For long term contracts, visits to the contractor should occur fairly regularly, particularly if the work is conducted out of sight of others. For example, a

two week contract might warrant brief visits on a daily basis.

For short term contracts (i.e. those lasting less than a day), a reasonable suggestion would be to review the work once it is completed. The business should speak with the contractor, review the work performed and gather opinions from those working in the vicinity as to the way in which the work was conducted. This will provide a valuable insight as to whether that contractor should be appointed in the future.

6. Other considerations Other important considerations include: (a) Ensuring there is control over the appointment of sub-contractors. If a contractor is appointed (based on an assessment of their competence) then the appointment process would be undermined if the work is being passed on to someone else.

Contract terms should stipulate that no subcontractor is to be appointed without prior approval. In the event a sub-contractor is to be appointed, the same competency checks and document review should be carried out. (b) Contractors should be made aware of the need to report accidents to the business. An employer has a duty to report certain types of accidents and near-misses, even if they involved a third party contractor. Without swift reporting, reporting obligations may be breached and recurrence not prevented. (c) A well-thought through contract should include a right for the employer to dismiss a contractor for poor health and safety performance.

Conclusion Contractors are an essential part of some businesses. However, the notion that contractors are 'the experts' and 'can look after themselves' will not stand up in Court.

Businesses appoint contractors and invite them into their operation. As a result, when dealing with health and safety, they need to be sure they're pulling the strings. page 28

Are your clients insured?

As a professional carpet cleaner, you are often called upon to remove stains from carpets and fabrics. As you know, total success cannot be guaranteed. However, although most clients don't realise it, they already have the perfect protection in the form of their Home Contents Insurance policy. Providing that the cover includes accidental damage, most policies will cover the cost of remedial treatment or replacement, subject to terms and conditions, thereby removing a risk element should a 'kill or cure' course of action be taken (with the insurers consent). It's best to discuss this with your client at the time of the initial enquiry, giving them time to speak to their insurers. You should still obtain a disclaimer signature from your client.

The importance of survey A thorough survey or audit, prior to undertaking any cleaning operation, will help to highlight any problems that may arise. If there is uncertainty about anything or a possible problem is foreseen, with the client's consent, you should thoroughly test with all of the products you intend using, to ascertain what the results may be with the chosen cleaning method. The client should be kept informed of what is happening and why and should be made to sign a copy of a written survey.

Accident and sickness cover Have you really considered the consequences of being unable to work as a result of sickness or an accident? Do you have a private accident and sickness arrangement? If you don't, you should consider taking out a protection scheme. If you haven't an accident or sickness scheme, or your existing insurance arrangements doesn't cover these occurrences, why not try your current insurers and ask is they can incorporate accident and sickness cover.

There are various scales of premiums, dependent upon the level of cover you require. You can obtain accident cover, or both accident and sickness cover. Premiums can be paid annually, quarterly or monthly.

Items for sale BUSINESS FOR SALE Small, long-established, reputable NCCA Registered, working carpet, upholstery and soft furnishings cleaning company.

Essex based. Owner Operator retiring. To be sold as a complete package only. Mobile HWE and dry cleaning system. Domestic and commercial clients. Genuine interested parties only please to call 07903 497298 and leave details.

CLEANING EQUIPMENT AND VAN 2 Dryfusion carpet cleaning machines, 2 Drizair 110 dehumidifiers, 2 turbo dryers, 1 Dri-eaz fogging machine, 2 Dryfusion stair tools with pads, 1 Advance Dryfoam rotary upholstery cleaner, plus 1 large sign-written white Fiat Ducato Turbo Diesel van (less than 5 years old - mileage 41,000). Must be bought as one lot - will not be sold as individual items. Total cost: £10,000. Phone Mike on: 01443 492455 or mob: 07881 807436.

EQUIPMENT FOR SALE Prochem 250 ft vacuum hoses for truck mount - £150.00.

Chemspec hose reel for truck mount plastic - £200. Prochem sadle tank for truckmount 227 litre/60 gallons - £300.00.

Chemspec pile lifter hoover - £800.00. contact aquadriinfo@btconnect.com for further information or contact andy on: 07970 544806.

TEXATHERM SYSTEM Texatherm System: 70 Pads - Rotary - Heater - Cleaning Solution. £550 + vat. Call Liz 01934 750977.

TRUCKMOUNT AND VAN FOR SALE Baneclean Truck Mount and van for sale. Due to retirement I will consider offers in region of £3500. For further details of this bargain contact Derek at Aquamaster on 01845 537640, 07976 218304 or email at derek@aquamaster-yorkshire.co.uk

MACHINERY AND EQUIPMENT 3 Ozone plates 4'' x 6'' to fit Jetazone 600 ozone generator £15.00 for the 3, plus £5.00 p & p. Chemspec stainless steel 4 jet floor wand in good condition - £300.00 plus delivery charge if applicable. Please phone Pete Collins on 07885804560.

EQUIPMENT FOR SALE 1 kirby g4 vac c/w full set of tools unused since recent service £100 ono. 1 nuva electric protector spray trolley c/w lance and hand gun + coily hoses offers over £75. 1 3" CFR hand tool+1 extra 3" nozzle needs repair £50 ono. 1 twin jet s/steel wand needs brazing on jet mounts c/w teflon guide £40 ono. Buyer collects or arranges carriage on items. Contact Stephen on 07766 327327 (Essex area).

EQUIPMENT FOR SALE Prochem Bravo (complete) portable carpet spot cleaning machine (hardly used). Prochem Galaxy compact carpet and upholstery cleaner, good condition with hose and wand. 3 speed air mover (nearly new). Prochem dry carpet system (never used) complete with 3 different sets of new brushes and renovation kit. Genuine reason for sale. All items are in very good working order. £2300 or very near offer. Call Keith on 07734 144409 (Kent).

The Association advises that all goods are checked to be in a satisfactory condition, and comply to electrical and health and safety standards, etc. It is recommended that equipment serial numbers should be checked to ensure the seller is the legitimate owner. The Association accepts no responsibility or liability arising from any transaction or dispute between the buyer and seller.

Website enquiries Members may receive enquiries via the NCCA website. The site features a membership directory that includes a full list of NCCA members.

Visitors can search the directory by location, service or use the general search feature to find a company.

Enquiries from the NCCA website will be sent via email and go directly from the enquirer to the member, with the title “NCCA Member Enquiry”.

It is important that the office know your current email address for you to benefit from this service. Please contact

the office to make any changes to your entry.

Members also have the opportunity to advance their NCCA website listing for a small one-off fee. This includes benefits such as a direct link to your website, further copy space for promotional information about your company, your logo, or video, being included in your entry, your company name being highlighted within the list and more.

For further information please contact the office by phone or email and request an Advanced Entry order form.

NCCA Shop

NCCA Associate Members

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

Orders may be placed online, or you can contact the NCCA office on: 0116 271 9550.

+ Alltec Network: 01763 208222 (C/M/F/T)

+ PAS86 Code of Practice £40.00 each

+ Bio Productions Ltd (inc. Stapro): 01444 244000 (C)

+ Carpet Care Survey Forms (Pad of 100) £20.50 each or £52.50 for 3 + NCCA Lapel Pin Badge £3.00 each + Large NCCA Van Sticker (21x7 inches approx) Pack of 2 for £17.63

+ Amtech UK: 0845 130 4755 (C/M) + Ashby's Cleaning Equipment: 01322 227806 (C/M/E) + Asset Finance Solutions UK Ltd: 01254 584404 (FI)

+ Camberford Law (insurance brokers): 0208 315 5000 (I) + Chemdry UK: 01482 872770 (C/M/Fr) + Chemspec Europe Ltd: 01274 597333 (C/M/T/D/F) + Cleanerswarehouse Ltd: 01772 434333 (T/C/R/M) + Cleaning Support Ltd: 0844 8482371 (C/M/W)

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

+ Cleaning Systems UK: 01334 656787 (C/M/T/F)

+ Promotional Leaflet 10p each (under 500), 8.5p each (500 and over)

+ Cleantec Innovation Ltd: 0870 733 7733 (T/C/W/M)

+ NCCA Tie £12.93 each All prices include VAT and Postage and packaging. A receipt invoice will be sent by the office. Please allow 21 days for delivery. Goods will not be sent until payment is received.

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

+ Dri-Eaz: 01908 611211 (C/M/T) + Dry Fusion UK Ltd: 01772 433711 (C/M/T/W/Fr) + Forum of Private Business: 01565 634467 + Gleaming Insurance (insurance brokers): 0845 4740068 (I) + Hi-Tec Cleaning Group: 02866 341416 (C/E/F/M/T) + Host Von Schrader Ltd: 0151 347 1900 (M/C) + Hydro Dynamix: 01622 664993 (Fr)T)

NCCA Member Benefits + Amicus Legal Ltd (free legal helpline): 01206 366500 + SiteWizard (website creation) 08450 608860 + EMJ Management Ltd (workwear clothing and accessories): 02392 434650 + Brian James (Marketing Consultant): 08450 608860 + Thompson Local (Ask for Corporate Advertsing Department) 01252 390385 + Yellow Pages (Ask for Corporate Advertising Department) 0808 100 7890 + Adalante Merchant Services 01628 820500 + Payatrader www.payatrader.com

+ McGregor Lloyd (insurance brokers): 0121 706 0616 (I) + Nu Life Stone Care Ltd: 0161 480 7284 (M/C) + Prochem Europe Ltd: 0208 974 1515 (C/F/M/T) + Rainbow International: 01623 422488 (M/C/Fr) + Restoration Express: 01252 726106 (M/C/T/A) + ServiceMaster Ltd: 0116 275 9000 (M/C/Fr) + Sebo UK Ltd: 01494 465533 (M) + Stainshield Ltd: 01372 841467 (C) + Textile Cleaning Solutions: 01934 521155 (M/C) + The Big Clean: 0208 3934778 (M,C,W,K) + Truvox International Ltd: 02380 702200 (M) + Woodbridge Comercial Ltd: 01279 422220 (C/M) C - Chemicals / M - Machinery / W - Wholesalers / Fr Franchises / I - Insurance / K - Marketing / T - Technical Services / F - Fire Retardents / A - Auxiliary Services (Restoration Cleaners) / E - Supply/Repair of Curtains and Blinds / Fi - Finance

page 31

Carpet Cleaners Carnival 15th September 2012

Join us at the

Carpet Cleaners Carnival Wicksteed Park 15th September To register your interest in advance and be eligible for all the available discounts please call the NCCA office: 0116 271 9550