August 2010

newslink

ncca

August 2010

The official journal of the National Carpet Cleaners Association

Features:

Pile Distortion Leather Cleaning ŠAbbotsford by Brintons

Contents

Published monthly by:

03 Note from the editor

The National Carpet Cleaners Association

03 The new, improved member referral system 04 Buying new equipment 06 Stoneman’s corner 08 NCCA members have their say 10 Pile distortion in traffic areas 12 “Just tell me how to make the phone Ring more” 14 Boost your cleaning power 16 Leather identification and cleaning 18 Cleaning silk fabrics 19 Carpet yellowing 20 Diffusing angry customers 22 An example of excellence 25 Dri-Eaz ten year anniversary open day 26 Microbiology revisited - enzyme activity 28 Mixed feelings amongst small business owners 30 Reduction in fatal accidents at work

62c London Road, Oadby, Leicestershire, LE2 5DH Tel: 0116 271 9550 Fax: 0116 271 9588 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk Editor Nicola Law Editor in Chief Keith Robertson Design Editor Nicola Law CEO/Finance and Admin Director Nick Johnston Company Secretary/ Technical Director Paul Pearce Training Director Pawlo Woloszyn Marketing Director Keith Robertson Director Glyn Charnock Director Denise Pitt

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.

Director Nigel Lay

©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

Note from the editor

T

he NCCA recognises that there are many members who have branched into other areas of cleaning and restoration to expand their services. In reflection of this, during recent years we have increased our range of courses to include a regular Hard Floor Cleaning Course and specialist training in subjects such as leather cleaning.

We would like to remind you that we shall be running a Leather Identification and Cleaning Course nd on the 2 September. On this course you will learn about the tanning process, how to identify different types of leather, how to determine when it's cleanable or in need or restoring/replacing, how to identify different finishes and how to clean leather upholstery, in fact everything you need to know to confidently and successfully clean leather furnishings.

We are also holding a Leather Technical Day at the British School of Leather Technology in Northampton

on 8th September. The school has a small scale working tannery on site and the day will include a full tour and demonstration of the process of turning hide into leather. It will also Nicola Law include a viewing of the testing facilities, where you will see how leather is tested to meet British and European standards. The day has been designed to appeal to all levels of knowledge, so whether you have never cleaned leather before, or have been cleaning it for a while, it will be an informative and very enjoyable day.

Both the Leather Identification and Cleaning Course and the Leather Technical Day have a limit on the number of spaces available. They are now starting to fill up quickly, so if you are interested in attending we would advise you to book soon to avoid disappointment.

The new, improved member referral system

F

ollowing on from last month's announcement regarding the new GoogleMaps member search engine, we are very pleased to provide you with our first fully inclusive hits report for member referrals. th Since the introduction of the new system on June 30 and up to our first statistics report received on July th 27 , there have been 186 recommendations for full members provided by the NCCA. This number is made up of 116 referrals made through the NCCA office and 70 potential customers contacting members direct through the website.

As mentioned last month, the new system also includes the provision for the NCCA office to inform members when their details have been given out.

Those of you that were recommended by the office (and have an email address) should have seen an email from admin@ncca.co.uk informing you if you have been referred.

We have received queries from members as to whether they need to take any action themselves and if we will be providing the contact details of the customer. As mentioned last month, the email is just for information and we are not in a position to provide you with the details of the enquirer. Although the referral system is now much more efficient, it remains that it is still up to the potential customer whether they contact the member or not. Nick

Lewis Scroby

Johnston, in last month's article 'Free Gold Nuggets', did further explore providing members with details and letting you make the call and asked for feedback.

Unfortunately we have yet to receive any responses.

The new, definitive hits report will now be provided each month in Newslink. In order for us to maintain the efficiency of the system it is important that your contact details are up to date and we have a current working email address on our records. We understand that some members do not have email addresses and this does not affect you appearing on the list or being referred in any way. However, you will not be able to receive the notification that you have been referred. Hits will still be tracked (there were seven to companies without email addresses during this period) and we will be looking in to a new system to provide all members with a more detailed report of their total referrals with their annual renewal notification.

We understand there have been some 'teething problems' with the new system and thank the members that have brought some of these to our attention. We are always looking to improve our systems and are very grateful for any feedback from you. If you have any comments, queries or would like to check to ensure we have your correct contact details, please get in touch with the office. page 3

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Buying new equipment

G

Cecil Aigin (NCCA Honorary Member)

lyn Charnock's article 'Buying new equipment', published in last month's Newslink, deals with a very important aspect of a member's business life. That is, how to decide from all the equipment available which machine/s are most suitable for the purpose required.

Glyn introduces the analogy of a wedding photographer. It is true that a bride and groom do not care which camera was used or how many pixels it possessed. They are, as Glyn rightly states, only interested in the result. But in order to achieve a professional result and provide high quality photographs, the photographer must own a high resolution camera and know how to use it.

Similarly, a carpet cleaning client would probably not understand or care about the psi of our cleaning machines. However, in order to achieve an efficient and safe cleaning process, we need high performance equipment and must be proficient in its use.

It is important to impress on our prospective clients that we do use specialised machines and explain how these will provide the quality of work we promote. This is where we differ from the pseudoprofessionals.

I am reminded of the talks that Stewart Murray used to give at our annual conferences. Stewart was managing director of 'Tack Management and Training' and an expert speaker. He always quoted his favourite sales byword. “Do not sell the details of what you do or use, sell the BENEFITS” As professionals it is not sufficient to create a visual improvement with which our clients are 'happy'.

That does not necessarily constitute a 'good job'.

We need to research the machinery market and buy the most suitable, affordable and efficient machinery for the type of work we specialise in.

In this way, we can be confident that we leave our clients with a safely cleaned carpet and a lasting and good appearance, both superficially and deep down. page 4

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Stoneman’s Corner

Slate restoration is a profitable niche

S

late flooring can look great, so it is understandable that many people choose it for their kitchen, bathroom or conservatory.

Slate is primarily composed of quartz and illite with mica, calcite and other materials and starts off as another kind of flat rock called shale. Shale is a finegrained, clastic sedimentary rock composed of mud that is a mix of flakes of clay minerals and tiny fragments (silt-sized particles) of other minerals, especially quartz and calcite. Deep buried shale, exposed to great heat and pressure, changes molecule by molecule until the resulting material is slate.

This beautiful natural stone can be purchased in a range of different colours. It's almost a case of 'what colour would you like?' Rust, pink, red, maroon and green are all available as well as the more common greys and black. The colours come from the mineral content of the shale, so the greys and black result from shale containing graphite or carbon and red

shales are coloured by Hematite or iron oxides, while the greens contain Chlorite.

Although some companies claim that they diamond grind slate, to remove the poorly maintained surface and reveal a new layer, in fact in nearly every case it can be restored by cleaning.

Slate of course comes with a variety of different surfaces from a natural cleft or split stone, to a completely flat and smooth machine-finish.

If you are going to maintain stone floors such as slate it is important to use the right equipment. The two main items are a standard speed single disc rotary machine and a water vacuum. I would recommend that you are careful in your choice of rotary machine, preferably choosing one that is at least reasonably heavy rather than a cheap lightweight machine, which I believe are really designed for private householders. I would, however, advise you to purchase a budget price wet vac rather than one which has all the available bells page 6

©Keith Robertson

and whistles. A well built rotary may well have a thirty year life span, but wet vacuums do not last nearly as long. It's better to be willing to change them regularly because inevitably they will pack-in when you least expect it.

Slate floors can be protected in a number of ways.

Obviously some floors are laid and forgotten about by both the tiler and the client, but more often than not they will have been protected. This may be using a water based emulsion dressing, the same or similar to those used on vinyl floors, or by an impregnator - whether enhancing or not - or an oil.

When you survey the job the first thing you will need to do is identify what the floor has been sealed with, as that will determine what product will be required as you start the preparation. A stripping agent designed for water based sealants will not remove an old oleo-resinous seal. An enhancing impregnator may not need to be removed, the use of a good alkaline cleaner may well remove the built-up soil and restore the surface before topping-up the protection.

If you cannot determine whether there is a seal on the stone it might be that the floor has previously been treated with a conventional impregnator. If this is the case you shouldn't need to worry about trying to remove it, but it is advisable to use a product that is suitable for this situation.

There are times when you will find that two separate scrubbing sessions will give a much better result than expecting it all to happen on the first occasion. You will have to choose whether to use a scrubbing brush or a synthetic pad. If the slate has a rough surface usually a brush will cut through the soil more effectively than a pad. If you are regularly working on stone floors it would be logical to build up a number of brushes. In highly soiled commercial premises a heavy duty brush will perform better than an average brush, whereas if

you are working on a particularly soft stone you may find that a brush designed for shampooing carpets might be more suitable.

Choose your products with care and use them sensibly. In the days when we weren't embarrassed to use the word 'chemical' the saying was, “Let the chemical do the work.”

Once the floor is clean, rinse it as thoroughly as possible. My own preference is to use a 500-600psi carpet extractor with a hard floor tool to carry out the rinsing. It used to be the case that along with every other floor cleaner, I would lay the rinses with a mop and extract with the wet vacuum. Not anymore! Now that I have the equipment I want to be absolutely sure that the floor is clean.

Let it dry thoroughly. You may want to leave it until the following day before protecting it.

How you choose to protect the stone will be influenced by what was already on there. It is never a good policy to change from one type of sealant to another unless you have made absolutely sure that you have prepared the stone to receive it properly.

If you are preparing a new floor there are a variety of finishes that can be used. A number of manufacturers of new slate floors recommend the use of spirit based enhancing impregnators, although there are other choices. One manufacturer, for example, produces a spirit based impregnating oil, which can be used as a base for applying a beeswax product creating a soft, rich finish.

Marketing Update The NCCA is continuing in its marketing efforts.

We are sending regular articles to the trade press and have produced articles for women's interest magazines, which are currently being proof-read before being sent out.

During the last month we have had articles published in CHT, CFR and Cleaning Matters. page 7

NCCA members have their say We would like to remind you that we actively encourage any editorial of interest from members. So, if you have a story to tell, knowledge to impart, or would like to comment on an article that has appeared in Newslink, then forward your entry to: nicky@ncca.co.uk Last month's article by Phil McCabe, of the Forum of Private Business, titled 'I'm afraid there is no money', proved thought provoking to member David McDaid. David, of Alchemy Cleaning Services in Southend on Sea, Essex, felt strongly about the content of the article, 'penning' an immediate response. In turn, Mr McCabe has responded to David. Both letters are included in this month's Newslink (See below).

FPB hails Cameron-Clegg coalition deal While Googling the FPB this evening I came across the above headline. Hardly surprising after reading Phil McCabe's article in July's Newslink.

This got me thinking, does being a small business owner shape your political leanings?

Now I'm the Managing Director of a small business. Small as in it's just me. This hasn't stopped me retaining my left of centre views.

Having read Mr McCabe's piece I would like to voice my concern at the overtly political bias in this article, he appears to report the legacy of the outgoing Government as fact, when surely it is either his own, or his organisation's, viewpoint.

Referring to the record budget deficit, he fails to acknowledge that this was accrued propping up the banks and the entire UK economy that I'm told was on the verge of collapse and possibly averting us from depression. Weren't these measures widely copied globally?

The article bemoans 'Red tape' or regulation as it's sometimes known. Wasn't it de-regulation that got us into this mess in the first place?

It seems that the public sector is going to bear the brunt of the new Chancellor's 'slash and burn' budget, but does that mean that we, the small businessman, should be breathing a sigh of relief.

Most certainly not in my opinion, tens maybe hundreds of thousands of our already stretched customers are heading for economic hardship and may be forced to cut back on things that are not essential, things such as carpet cleaning perhaps.

It's been reported that many economists are concerned at the speed and severity of the new

Government's cuts, and believe the recession may double dip.

I personally believe that these measures are ideologically driven; one man's bureaucratic waste is another man's essential service.

One point I did agree with in Mr McCabe's article was the tax avoidance issue, where some of Britain's biggest companies as well as individuals (Lord Ashcroft anyone) use offshore tax havens to avoid paying UK taxes, couldn't this deficit be greatly reduced by these corporate giants paying their fair share, without removing the spending power of our hard won customers.

The FPB certainly doesn't represent the views of this small company.

The opinions expressed above are not necessarily those of the association and are probably only shared by the author and a few beardy sandal wearers.

Do they have carpets in Cuba?

David McDaid Reply to David McDaids letter It is always advisable to look beyond the headlines in order to reach an informed opinion.

As one of the UK's leading small business support and lobby groups, the Forum's response to the historic Conservative-Liberal Democrat coalition government was widely reported in the media.

It is true that one headline stated: 'FPB hails Cameron-Clegg coalition deal'. However, upon actually reading the article, Phil Orford, the Forum's Chief Executive, is clearly quoted as welcoming the ‘certainty’ provided by a new government and page 8

expressing his heartfelt hope that economic stability would follow.

Again, in the same article, and in the light of the Forum's continued efforts to help smaller employers to grow by lobbying against barriers to recruitment, Mr Orford was critical of the Prime Minister's plans to raise the threshold for employers' national insurance (NI) contributions rather than completely scrap the NI rise.

This is hardly the behaviour of an organisation with overtly 'political leanings' one way or the other. For the record, the Forum's own press release was headed: 'Business group welcomes new PM and imminent Tory/Lib Dem coalition' - far less bombastic.

Further, in a recent article written for Newslink, the Forum discussed its reaction to the new government's emerging priorities. Not tangible policies - it was written shortly after the election and there were but few - but what it said it intended to do about the issues concerning small business.

With a mandate to represent the views of our members, we said that 77% of small businesses polled in a recent survey had urged the Government to prioritise paying off the national debt. So naturally we ('cautiously') welcomed proposals to do just this.

Our research shows that business owners want economic stability - but, ahead of the coalition's first Budget, when it was feared that small firms would bear the brunt of deficit reduction plans and not the public sector as it transpired - we added the caveat that entrepreneurs should not be made to suffer in the name of fiscal responsibility.

We pointed out that, because red tape costs the smaller employer ÂŁ9.3 billion per year, according to our earlier research, the Government's regulationbusting action plan was actually a good thing. On this subject, Mr McDaid argues that de-regulation was 'what got us into this mess in the first place'.

Presumably he was talking about laws governing financial organisations. Clearly we were not.

Mr McDaid says that the Forum also welcomed Business Secretary Vince Cable's statements about improving the flow of finance from banks to businesses. On this point we are guilty as charged. page 9

Thankfully, he did agree with our statement about big business tax avoidance.

We were, of course, careful to say that these sentiments must be followed by bold policies and definite action. Is all of this 'political bias' or is it in fact a series of balanced arguments presenting the views of many small businesses?

I would urge anyone to re-read the article in question, check out coverage of the election and Budget and read about our lobbying at www.fpb.org.

Decide for yourselves.

To respond to Mr McDaid's closing remarks, I don't know if our members have beards or wear sandals or even if there are carpets in Cuba (not for certain anyway). I do know that, as a non party-political organisation, we represent the views of our members regardless of the political party we are addressing, and we will continue to do so. However, accurate and engaging debate is always healthy and always welcome.

Phil McCabe

Chemspec Stainshield Professional Protector ..as used so successfully by the true professionals!

Orders/Advice - call Keith now on 0800 024 24 42. www.chemspecdirect.co.uk (independent distribution)

ŠStripes2 by Brintons

Pile distortion in traffic areas Cecil Aigin (NCCA Honorary Member)

I

read Paul's article 'Pile Distortion in walk areas' (July issue) with interest. Pile distortion was probably one of the most frequent sources of concern during my forty five years in carpet cleaning.

The effect was not limited to fitted carpets, oriental carpets also suffered, particularly Super Washed Chinese rugs and carpets.

I agree with Paul that pile shading is caused by abrasion and distortion resulting from foot traffic in walkways.

We will all have seen the effect in corridor areas where traffic in a central pathway creates the appearance of 'watermarking'. If you look carefully, even before cleaning, you will see that the pile shading turns left and right into doorways.

But take a look from the opposite end, the dark areas will then be observed to be light and the

previously light sections will now be dark. This is the classic effect of the pile surface having been distorted from its normal direction by foot traffic.

In addition to the above effect, as Paul clearly describes, shading may be caused by the varying results of abrasion. In all cases, light is reflected unequally from the used and lesser used areas.

However, in my opinion, pile shading, resulting from 'pile reversal', is different to the 'pile distortion' caused by foot traffic. Whereas distortion follows traffic pathways and does not usually possess clear cut straight edges, in my experience, 'pile reversal' occurs in blocks with defined straight edges. It could even manifest itself in areas prior to use.

My theory is that 'pile reversal' is caused by the spontaneous reversal of pile direction in a section of carpet. Adjacent areas may be completely unaffected. page 10

In my opinion, the reversal is more prevalent in, (but not necessarily restricted to), tufted carpets where the pile does not possess the more positive 'lean' of a woven carpet.

A carpet is stretched during the fitting process but, subsequently, due to uneven temperatures within the area and possible uneven tensioning that may exist in the primary backing, differential changes could occur to the dimensions of the carpet. This change in state may cause tufts that are almost erect, to become vertical or even to lean in an opposite direction, both effects would cause shading.

It is a fact that pile shading, whatever the cause, may appear more prominently following the removal of soil. Careful treatment of the pile surface may improve the situation, but it may be necessary to condition the pile in different directions in order to achieve a degree of evenness of shade.

The most important factor, as Paul says, is to identify the phenomenon prior to cleaning. Point it

out to your client, explain the cause and make it clear that it may be more noticeable following a cleaning process.

Calling all members For our new consumer press campaign we are looking for NCCA members who have cleaned any prestigious building within the last six months.

This can include National Heritage buildings, National Trust Properties, celebrities’ houses or anything similar.

If you think you fit the bill, please contact Nicky at the NCCA office on:0116 271 9550, or email: nicky@ncca.co.uk

David Coker

“Just tell me how to make the phone ring more”

I

was recently consulting with a carpet cleaner and looking at every aspect of his business.

After discussing what was different about his service from his competitors, his sales systems to convert a prospect to a paying customer, his systems for referrals and his advertising and marketing amongst other things, he said “Yes, yes, but all I want is for the phone to ring more!” It's the view of many carpet cleaners.

All very good, but if you don't have everything else in place to provide exactly what your customers want, and the phone does ring, they could find out very quickly that you can't deliver. Presumably there was a reason why this cleaners' phone wasn't ringing more.

Just getting the phone to ring may get you the

customer initially, but if the experience was not as expected they will not use you again or refer you.

And repeat customers and referrals are the lifeblood of any business - especially carpet cleaning.

So before bemoaning that your phone doesn't ring, take a look at your carpet cleaning service from the viewpoint of your customer.

Is there a good reason for them to phone you in the first place as opposed to phoning your competitors? This is the first thing that should be addressed. It's often been called a Unique Selling Proposition. I sometimes prefer to call it a Unique Buying Advantage. It's the unique clear reason why your prospect has to call YOU. There are two mistakes often made here. ! Selling by Price: If you can run profitably at the page 12

lowest price (and want to) then by all means just tell your marketplace that. You'll have an instant competitive advantage. You probably don't need much of a sales system either. Just tell them you're the lowest price. However most customers aren't looking for lowest price. They know there's usually a reason for it. And often it's poor quality. And don't forget, there will be someone cheaper sooner or later. ! Selling by Method: 'We use a truckmount' may not be enough to make you stand out from your competitors, as it’s entirely possible they use one too. But 'Pre-vacuuming with a water filtration vacuum cleaner that improves your indoor air quality' could be a good selling point.

It's much better to design your business for the kind of service your prospects actually want and

then charge a premium price for it. So if you can get carpets dry quicker, design your business around this benefit and then promote it to those that want it. If your customers don't have to move any furniture at all, design your business around this benefit and then promote it to those that want it. Everything comes back to your Unique Buying Advantage. And make sure everything delivers on this promise.

So first give your prospects a good reason to phone and then deliver what you say you will. Suddenly you have a good (and unique) reason to communicate with prospective customers.

Once you are delivering exactly what your marketplace wants, and you can communicate this clearly, suddenly your phone will ring more.

ŠPawlo Woloszyn

Boost your cleaning power

W

hen working a job with multiple rooms, it is not unusual to find different carpets, fibres and soiling conditions behind every door you open.

As we all know, from our hard earned experiences and NCCA recognised training, there is no one single cleaning solution that will be effective against all soil types and yet remain safe for all fibres, fabrics and treatments. This is one of the reasons we have so many varied products at our disposal.

We are now confronted with multiple choices. We could always have several sprayers with different cleaning solutions for each carpet/fibre/soil type. In reality, this is a little impractical, especially if space in our vans is at a premium. We could use a single sprayer with the most aggressive solution deemed necessary, but run the risk of damaging the more delicate fibres and stain resist treatments, or finally use the gentlest pre-spray suitable for the most

Ken Wainwright

delicate fibre and risk a less than satisfactory result on the more problematic carpets.

There is, however, an alternative that many technicians tend to overlook or shy away from additives.

There are two main types of additive in regular use, and both can typically be used in either the pre-spray or the rinse solutions.

The most popular additive is an oxidiser. This will not only boost the cleaning solution's pH for added cleaning power, but will also produce active oxygen which will help to brighten and freshen dulled colours. Many of these products will only remain active for a relatively short time, so I tend to plan on using the mixed solution within about an hour.

The second type of product used to enhance cleaning power is a solvent booster. These products are again added to your cleaning solution and are particularly effective against oily/greasy soils. page 14

ŠPaul Pearce

I would always advocate that you read and fully understand the manufacturers' labels and stick to the same brand when mixing products. This will avoid any unwelcome chemical reaction that could occur if mixing different brands.

My personal preference is to boost the prespray rather than the rinse as this fits better with my own working practices, chemicals and procedures.

Referring back to my initial paragraph about multiple rooms with different requirements, my approach is to pre-treat the wool and pH sensitive carpets first with my Woolsafe pre-spray then, if required, boost the stock solution for the remaining

carpets. The results are of the highest standard and the need to change or empty and re-fill sprayers is eliminated. More often than not, an un-boosted pre-spray is fully effective for the work that I do, so I may only use additives a few times a month.

This practice has helped me enormously in reducing the number of products I carry on my van. One pre-spray accompanied by two small containers of the boosters mentioned above will allow me to tackle the heaviest of soiling levels. My eco-friendly pre-sprays will also double up as rinse agents, so the only specialist rinse I carry is an acid rinse. It makes life so easy for me.

ŠPhotographs: Glyn Charnock

Damaged caused by the cleaning technician

Leather identification and cleaning

C

leaning leather may seem like a really easy additional service to offer your clients.

Most domestic leather upholstery is, after all, pigmented. It has a coat of paint over the top of it, so all you are really doing is cleaning the paint.

There isn't really anything that can go wrong, right?

Wrong!

Leather is an extremely complex product and cleaning it is at least as involved as cleaning fabrics, possibly sometimes more so. With fabrics, we assess labels, do burn tests, or even perform chemical tests, to find out what type of fibre we are dealing with. We do dye bleed tests to ascertain dye stability, test for possible shrinkage, fabric strength and so on. All of this will tell us the best and safest

Glyn Charnock

method to clean a particular fabric. We all know wool doesn't like alkaline products, or that viscose doesn't like too much moisture, cottons can be prone to cellulosic browning and piping around cushions can bleed dyes when you so much as look at it the wrong way. And we clean accordingly.

With leather, you need to spend just as much effort on identification and testing as you do with fabrics. You can tell if it is a pigmented leather, aniline, semi-aniline or a pull up, suede, nubuck or bicast, all fairly easily (if you have had the training).

But even if you know it IS a pigment, you don't know how it will respond to your cleaning products.

Every piece of leather you come across will have been treated differently in the tannery. Every piece page 16

will have its own particular type of finish. Every panel will have a different history. Back panels will rarely have been touched, and are usually in good condition. If you test here the pigment may be stable and look like it will clean easily and effectively, but the arms, where people rest their hands, or the back cushions where heads contact the leather, could be full of grease and the pigment ready to peel off. Of course, it may be that the family dog rubs against the back of the sofa every

... and after restoration has taken place

night, and the same will be true on the back panel too.

On darker colours you may not be able to see the grease, but you can probably feel it if you run your hand across it. A word of warning here, be careful if the client is watching - they may think you are a little strange if you start caressing their leather upholstery with a far away look in your eye!

Hidden grease can cause havoc. The photos to the left are of a two-tone pigmented sofa. It looked fine when the cleaner started working on it, but as soon as the cleaning products touched the areas where the clients head rested, the top coat peeled off, revealing the yellow base coat of pigment. It took two colour matches, degreasing and a full refinishing of the affected panels to restore the damage, including matching the mottle of the two tone effect.

With leather, just like fabrics, test, test and test again, and be prepared to repair if the clean causes damage, or you could end up owning someone else's sofa. If it doesn't match your décor, the missus won't be impressed!

LEATHER IDENIFICATION AND CLEANING COURSE THURSDAY 2nd September At the NSPCC training Centre, Leicester Tutor: Pawlo Woloszyn You will learn: ! About the tanning process. ! How to identify different types of leather from aniline through to bicast and faux leathers. ! How to determine when it is cleanable, or in need of restoring or replacing. ! How to identify different finishes. ! How to clean leather upholstery (with demonstrations).

You will be supplied with course notes and a set of leather samples. To book your space please use the enclosed form or call the office on: 0116 271 9550.

Cost is £115 + VAT (members), £155 + VAT (non-members)

Cleaning silk fabrics

S

NCCA Library

ilk fibres are often used in the production of high-end textile furnishings and can be dyed and printed to produce very beautiful designs and eye-catching shades.

Unfortunately, silk characteristically exhibits several problems when cleaned. Dyes used may be soluble (dissolve) in water, detergent and/or dry cleaning solvent. Silk is prone to colour bleeding and the formation of water spots, ring marks or perspiration stains. Colour bleeding is more of a problem with dark colours than with pastels. Being delicate, silk is also susceptible to abrasion, yarn slippage, sunlight damage, discolouration and texture changes. These problems often are revealed or accentuated by normal cleaning.

In order to minimise the problems described, special procedures are required for cleaning silk. The choice of method depends on various factors such

as the age and condition of the textile, spots and stains present and consumer expectations, but in general it is more prudent to use a dry cleaning method. Some silks can be wet cleaned successfully, but others cannot. Wet cleaning may result in texture distortion, which is often permanent.

Silk textiles should be maintained well (vacuumed regularly) and cleaned frequently to avoid them becoming excessively soiled. A structured maintenance programme should be devised for your client. You may also wish to advise them to avoid the use of silks in high-traffic areas, which are more susceptible to soiling. page 18

Carpet Yellowing

Derek Bolton

ŠDerek Bolton

ŠDerek Bolton

A

few months ago I wrote an article for this magazine about yellowing on a carpet caused by the restriction of air after a rug was placed onto the carpet pile.

This week I came across something quite strange.

The room was a through-lounge and at the dining end there were a set of patio doors where the sun came through for the best part of the day.

Beneath the legs of the dining table were brown/orange marks in a sort of a 'V' shape. I thought it was as a result of a tea or coffee spillage that had penetrated the carpet at that point and gone unnoticed or maybe some of the wood dye had transferred itself into the fibres.

It was only when I came across other brownish marks that I began to realise that my first thoughts were incorrect. These other brown marks were not as intense as the ones under the table legs and they were situated beneath the curtains, where they were drawn back into the corners of the room, also beneath coffee tables and to some degree the dining chairs.

The bit that really surprised me was that the yellowing was restricted to the dining area only, the end where the sunlight streamed in.

I thoroughly checked out the lounge area, which would have been less affected by the sunlight, and discovered no yellowing whatsoever even though there was the obligatory three piece suite, coffee tables, a telephone table plus other bits and pieces in situ.

I am still trying to sort out in my mind the discrepancies within the overall room area so if any of you can come up with a few rational

theories I would welcome them.

I discussed the yellowing with the customer who informed me that he had complained to the retailer and that the manufacturer had sent someone out. In a nutshell they had fobbed him off with excuses and he wasn't a happy bunny.

I will refrain from mentioning the manufacturer's name and will withhold a picture that might give some indication as to their identity, but will say that the carpets were by no means cheap.

Since writing this article I have had an email from another cleaning technician who has come accross a similar phenomenon. In his particular scenario the darker areas were all the areas exposed to direct sunlight, which is the exact reverse of my experience... the plot thickens. page 19

Diffusing angry customers

Brian Philbin

“Information before a job is Education - Information after a job is an Excuse”

N

obody has ever won an argument - there is only one way to get the best of an argument and that is to avoid it.

People love to tell horror stories, and horror stories can ruin your business, and every time the story is told, it is magnified in proportion to the customers' anger. The madder you make somebody, the greater the exaggeration, the spite, and the desire for revenge when relating the story.

So, what's this got to do with us? Well quite a bit really. Just remember this simple rule and you won't go too far wrong:- If you have caused a customer to become angry, it may be because your performance has been unsatisfactory in some way or another. The first thing to do is stop everything and fix that client. Now, that doesn't mean taking them down the nearest alley and knocking seven bells out of them. It simply means, don't bother looking for blame or fault. Just defuse the anger of your customer. When that's done you can start solving the cause of the problem. This can be done by using six simple steps:

1) Acknowledge that the person is upset by just saying “I can see you're upset”.

2) Make a 'sad' or 'glad' statement "I'm sorry you're not pleased" or "I'm glad you brought that to my attention”.

3) Make a positive statement, such as "I will do something about it”.

4) Ask the magic question “What will make you happy?”

5) Make a settlement. This doesn't have to mean a new carpet.

6) Do something extra and unexpected.

Market Research shows that less than one in ten customers will complain. It takes a great deal of effort and inside emotional hurt for somebody to complain - Respect that!

THE DON'T'S ! Don't return a clients anger - this will only cause page 20

further aggravation. ! Don’t use aggressive body language - clenching your fist or leaning forward indicate a willingness to escalate the problem. ! Do not touch - a pat on the shoulder can be seen as patronising. ! Don't take it personally; keep things on a professional level because if it gets personal you will unnecessarily escalate the problem.

So, what if you've used all the steps and the customer is still abusive and threatening?

1) Try running through the steps again.

2) Send somebody to call for help.

3) Get back up.

4) Avoid a fight at all cost.

Finally, remember these few words from the beginning and you won't go far wrong…

“Information before a job is Education Information after a job is an Excuse”.

New NCCA Members FULL MEMBERS Spick n Span Services (Gwynedd, Wales) Bristowclean (Sutton, Surrey) Sprint Cleaning (London, NW2) Pamper Cleaning Services Ltd (Erith, Kent) Touch Dry (London, SW20) Brilliant Cleans (Lingfield, Surrey) Care4Cleaning (Weston Super Mare, Somerset) Cleaner Carpets Plymouth (Plymouth, Devon)

Diary Dates 2010 NCCA COURSES Carpet and Upholstery Cleaning 3rd - 4th September 29th - 30th October Hard Floor Cleaning 14th - 15th October Leather Identification and Cleaning Course 2nd September Leather Technical Day 8th September (British School of Leather Technology, Northampton) Spot and Stain Removal (To be held in Leicester. Venue to be arranged) 22nd 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 with Adam Jankowski 17th - 19th August Course above held at National Flood School, Farnham, Surrey. Tel: 01252 821185 IICRC COURSES (BUCKS) Water Restoration Technician with Gary Loiben 15th - 17th November Courses above held at Dri-Eaz Products Ltd, Newport Pagnell, Buckinghamshire.

Tel: 0800 542 9609 IICRC COURSES (HERTS) Stone, Masonry and Ceramic Tile Cleaning Technician with Keith Robertson 6th - 7th September Commercial Carpet Maintenance Technician with Paul Pearce 19th - 20th October Courses above held at Alltec Network, Royston, Hertfordshire. Tel: 01763 208222

Visit: www.iicrc.co.uk for further details on IICRC Training Courses page 21

ŠPhotographs: Red Carnation

An example of excellence

I

t is unlikely that any of you saw my van as I trekked through the lanes of Wiltshire, Somerset and Dorset recently. This is a part of the country I know very little about as it is a long way from home.

I had the opportunity of working alongside member Darrell Booth who operates a very successful Rainbow International franchise from his base near Yeovil. All illusions of West Country bumpkins were quickly shattered when I met Darrell and some of his team. He is fortunate to have some very experienced and competent guys. Darrell was already an established carpet cleaner with a background in Fire and Flood Restoration when he decided to purchase a franchise. Now, he not only

Keith Robertson

operates a comprehensive restoration business which includes its own storage facility, laundry, furniture restoration and rug cleaning facilities, but also offers local home and business owners a carpet cleaning and floor care service.

We met up at the Summer Lodge Country House Hotel in the village of Evershot, not far from Dorchester, where Darrell's technicians look after the carpets, soft furnishings and stone surface care.

The hotel, which includes a Restaurant and Spa, is part of a small group with hotels in London, Geneva, Guernsey, Capetown and Palm Beach, and is ably managed by General Manager Charles Lotter.

As a founder member of the Jock Tamson's bairns society I ignored the 'No Commercial Vehicles' sign page 22

and crashed my van through the low hanging branches to park neatly next to a new Jaguar XJS. Charles was out of his office in a flash and within a few moments he'd welcomed us, introduced himself

possible. Charles summed me up immediately when he said, “After the long journey if you don't want to 'dicky-up' we could provide you with a light meal in the hotel or you are welcome to use the pub across the road, which we own.”

After a quick wash we walked across to the pub and thoroughly enjoyed a superb meal at a price I could afford. I met the executive chef Steve Titman after the meal and was able to give him my compliments.

Not only was our room exquisite with monogrammed pillows and bedding, fabric wall coverings, quality bed, fine furniture and a marble lined shower room, but the service from staff was

and had me moving the van to the staff car park before I had a chance to consider whether I ought to take offence.

I will be quite frank and admit that staying in this particular hotel is right outside my budget. As I've grown older I have progressed from guest houses or Travelodge's to Hilton's and Marriot's but there is still a limit to what I will pay per night and this was beyond it. Fortunately, they had very kindly provided me and my wife Angela with two

complementary nights stay and I am very grateful for the opportunity because this hotel really did have the WOW factor!

Great effort had been taken with the quality and ambience of the buildings and the whole place effused a feeling of calm and contentment. You knew that whatever you requested would be

friendly and attentive without being obsequious.

Nothing was too much trouble.

As the seventy seven page information folder on the desk explained, there was a choice in the room of feather and foam pillows but also, using their words 'Immediately available for your convenience', were neck support pillows, v-shaped pillows for sore backs, hollow fibre lavender impregnated pillows and even anti snore pillows.

It struck me that if you are operating a high-end business this hotel was a wonderful example of what is possible. In other words, if you decide to provide the highest possible service there will always be clients who are willing to pay for it.

Too often we charge what we ourselves would be willing to pay and consequently end up trying to package a high standard of service around too low a Cont’d on next page

page 23

washable, rather than dry-cleanable, uniforms to energy saving and sourcing local food and supplies.

Do we inform our own customers of positive aspects of our business such as these? Sometimes the finer details can be forgotten; make sure they are included in your leaflets, newsletters and conversations. Give your clients as many reasons as possible to book you again.

Another thing worthy of mention is the hotel's interest in the local community. They purchased the local pub, reopened the village shop and post office, have offered help and donations to local

ŠPhotographs: Red Carnation

price point. I have also heard colleagues say that they couldn't charge a higher price in their particular neighbourhood, but remember that no matter where we are in the country there will always be a number of people nearby willing to pay for a good service, certainly enough for us to run a flourishing business. Remember too, that people who are willing to pay for a high quality job are more likely to want their soft furnishings regularly maintained than those who pay less and only on

odd occasions ever consider cleaning, in other words there is a higher chance of repeat work.

As I read through the hotel information folder I noted there were sections offering advice from local sightseeing to overcoming jet lag. How good are we at offering advice or help?

I was also able to read about what the hotel was doing to improve the environment from purchasing

organisations, host free of charge meetings for local companies, annually mentor a local pupil in a national cookery contest, allow their gardeners to remove weeds from the village street and host a cake baking contest.

Do we, or could we, emulate some of these ideas?

Showing consideration and interest in our own community is another way we can develop and strengthen relationships.

Finally, I was also able to learn about some of their staff benefits which included the hotel having a car for staff use and allowing staff up to two extra days paid leave if they volunteer in the community.

I came away from Evershot with a rekindled desire to make sure I was doing all I could for my customers, my staff and my community. My final thought was that if I seriously applied what I had learnt I might well reach a point where I would be able to stay in that hotel at my own expense. page 24

Dri-Eaz ten year anniversary open day

D

ŠPawlo Woloszyn

ri Eaz Products, of Newport Pagnell in Buckinghamshire, recently celebrated their ten year anniversary and in order to mark the occasion they held an open day at their premises on the 15th July.

The NCCA were kindly invited to have a presence

Pawlo Woloszyn

systems. With this equipment, buildings can be quickly and thoroughly scanned, identifying problem areas that cannot be seen by the naked eye. This can ensure the integrity of both structural and environmental systems for building inspection.

I must say that both seminars were real eye openers as to how the restoration industry has moved on since I completed my training some thirteen years ago.

Aside from the seminars there were Truckmount demonstrations from Prochem and a display of Ozone Generators from a Turkish company.

I’d like to thank everyone involved for an excellent day and, not forgetting, an equally excellent lunch.

Calling all members

at the event, so I took myself and the NCCA display stand to Bucks for the day. I arrived at 8.30am to set up the stand and it wasn't long before the first attendees arrived. However, I did manage to squeeze in a coffee and a Danish pastry before the day officially started.

The event incorporated two excellent seminars which I was able to attend. Phillip Leach of GE Sensing enlightened us on the use of Protimeter HygroTrac, an intelligent remote monitoring system that combines wireless sensor networks and a reporting website for twenty four/seven monitoring of environmental parameters such as humidity, temperature and wood moisture content that influence the integrity of building systems and critical facilities.

The next speaker was Steve Beynon of FLIR. FLIR design, manufacture and market the world's leading Infrared Cameras and thermal imaging

We would like to introduce a new section to Newslink to reflect members' interests. Is there something that you would like to share with the other members? Whether it is an event in your life or family, or an unusual job, or something that has occurred during a job let Nikki know. Either send her an email or give her a call.

Perhaps you have a success story you would like to share, or it could be a particular marketing technique that is working for you.

Have you a humorous story to share? Do help us to make this into an interesting members section.

I would also like to add a monthly business book review, so if you have just read one that you have particularly enjoyed or found instructive why not share that with us.

Some months ago Paul Pearce started a fitness regime and now works out at the gym three times a week. Congratulations Paul. Why don't we have something on the members’ page dealing with health and fitness? Pass any ideas on to Nikki.

Keith Robertson page 25

Microbiology revisited - enzyme activity

F

or those of you wanting insight into a subject beyond fire and flood restoration, last month we discussed how to estimate the growth of microorganisms. Continuing on the theme, this month we will be taking a look at enzyme activity.

Enzyme Activity Estimation can be established in a few intra-cellular enzymes while they are within the organisms. In such conditions, the organisms can be grown to maximise production of the enzyme, where it can be harvested, washed and the end product can be suspended in a buffer solution of suitable pH. Estimation of other enzymes can be

Peter Collins

tested in a cell free state which are grown under controlled conditions suited to enzyme production. Again they are harvested and treated for extraction. This extract is then used as a crude preparation, or can be fractionated by centrifuging and/or precipitation. Some extra cellular enzyme systems are separated from the organisms by centrifuging or by a filtration technique, they can also be estimated in the presence of the organism.

Manometric Techniques During their activity, enzyme systems can change in gaseous volume and composition. The estimating technique used is to place the enzyme system in the page 26

main well of a flask, while the substrates, inhibitors or other additions are placed in the side arms of the flask. From this stage the flask and manometer are filled with the required gas to produce the reaction; these are either classed as gas uptake, or output.

Temperature and pressure corrections are then made, which results in the interpretation of the enzyme activity and content.

A colour change can be produced in some enzyme systems. This is brought about by the reaction of the fluid. Some enzyme systems can be linked to a dye, however this colour change reaction can be seen and measured by a colourimeter, or spectrophotometer, and be interpreted by the calibration curves that were prepared for the system. Any suitable vessel can be used for the enzyme systems that operate in air, so that samples can be taken for measurement at regular intervals.

Thurberg tubes are used for enzyme systems that need a special atmosphere. The systems are placed in the main tube, while any other substance used

for the experiment is placed in the lid. The tube joint and lid are then greased. At this stage the tube is emptied and refilled with the correct amount of gas. When the gas is stabilised measurements can be taken, however readings should be obtained in several positions. This is because the glass tube could have irregularities which could affect the results.

Enzyme activity can be measured by the rate of substrate disappearance or product appearance.

Another similar technique is that of Isotope Tracers. In this method the substrate is labelled with an Isotope atom and movement of this is followed. Estimations of small quantities of materials, for example, products or reaction can be measured by chromatographic techniques. Coenzymes such as co-enzyme A and those of 5ribonucleotide structure can be estimated spectrophotometrically.

Next in the series: Products, substrates and other substances.

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Mixed feelings amongst small business owners Phil McCabe (Forum of Private Business)

D

espite industry fears before last month's Budget was announced, a recent survey by the Forum of Private Business has shown almost half of those quizzed admit to being pleasantly surprised at its contents.

In total, forty seven per cent of respondents to the business support group's post-Budget study said they believed it had been better than anticipated, although eleven per cent said they believed the country would be plunged in to a 'double dip' recession because of its swinging fiscal content.

Overall, though, there were generally mixed feelings about the Budget and the measures Chancellor George Osborne has settled on to tackle the country's financial woes. Not surprisingly, the decision to partially reverse the National Insurance contributions increase was widely welcomed by business leaders taking part in the survey, as was the decision not to increase fuel duty any further for the time being. We at the Forum have, however, since pledged to continue to press the government to introduce the 'fuel price stabiliser' trumpeted by the Conservatives prior to the election. We believe high fuel prices represent a huge inflationary problem for smaller firms and could prove to be a threat to recovery if left unchecked.

The study also highlighted that many businesses fear the implications of a two and a half per cent VAT increase, taking the tax to twenty per cent, and that little has been done to improve the bank lending situation in order for SMEs to access credit

more easily. And according to the FPB's latest Economy Watch survey, retailers and hairdressers are the two groups who are least satisfied with the VAT increase, while professional and business service providers are disgruntled with the National Insurance rise.

Speaking about the response from Forum members to the Budget, Forum research manager Tom Parry said: “Many entrepreneurs feel this Budget has given their businesses a timely boost but concerns remain over bank lending, the impact on job creation of the National Insurance rise, publicsector cuts and areas of government support. “The result of the coalition Government's first test, however, appears to be that it has passed but is not yet achieving top marks," he added.

The Forum itself believes the Budget had some welcome news for their recession weary members, dubbing it a 'small business-friendly Budget'. Chief executive Phil Orford said he believed the one per cent cut in small companies' tax, together with the new ÂŁ5 million threshold for entrepreneurs' relief on capital gains tax, were both positive measures. page 28

Mr Orford added that the decision to extend the Enterprise Finance Guarantee scheme, abolish back-dated business rates and continue tax breaks for holiday lettings, further demonstrated the new Government's appreciation of small-businessrelated issues.

Crucially, the Government's further pledges to review all employment law, outlined in the full Budget document, were also warmly welcomed by the Forum. The proposals, forcing each Government department to review the employment regulations for which it is responsible, come following the Forum's calls for a review of all workplace legislation.

"Not only did the Chancellor make all the right noises about supporting enterprise and smaller businesses, he backed it up with concrete, tangible policies,” said Mr Orford.

"Obviously, the VAT rise will have an impact on many smaller businesses, either directly or indirectly. However, the money to pay off the deficit has to come from somewhere and I expect most Forum members would rather stomach a VAT increase than a rise in other taxes, or even greater cuts in public spending.”

The FPB has long been lobbying government to reduce the amount of red tape which hits small businesses much harder, while its members have frequently cited it as one of the biggest barriers to trade in recent years, particularly employment law.

Complying with red tape represents another significant cost for small businesses to bear, and last year the FPB put the 'cost of compliance' at more than nine billion pounds for SMEs alone.

Mr Orford continued: "The pledge for a wholesale review of employment law - quietly announced in the full Budget document - is also a highly welcome one.

"Our members frequently cite employment law as one of their main areas of concern so any moves to simplify and rebalance the regulations affecting smaller employers have got to be welcomed.”

Items for sale BUSINESS FOR SALE Carpet and Upholstery cleaning services business for sale, established in 2001. Package includes Renault Master van (2006) with bespoke fittings for chemical storage.

Premium interactive website with online survey/quotation facility which can be viewed at www.spotlesscleaningservices.com The domain names www.spotlesscleaningproducts and also www.spotlessnetwork domain names included, and online shop facility.

Steempro 2000 with all extras, Sebo Vacuum cleaner, karcher hot water extraction stainbuster, orbis cyclical cleaner, chemicals, etc. Leather restoration kit. Regular customer base. Reason for sale: Allergy to chemical products. Sale price £15,500 O.N.O. Tel: 0141 941 2510. E-Mail: spotless@ntlworld.com

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.

TRUCKMOUNT FOR SALE Thinking of moving up to the big time and bigger contracts but can't risk £20,000+ investment in new large commercial machine? Here's your chance to go for it without the big outlay. Steam Genie Sizzler machine complete with suction and water hoses on large easy to use reel with the power to support two operatives working at same time, a real money spinner. Less than 3000 hours on clock and has never failed to deliver. Only £2250 - 10% of outlay for 100% of return!

Contact j.murphycarpetcare@sky.com or Tel 07880 728301

BUSINESS FOR SALE URGENT SALE! Due to the owners moving away!

Carpet, upholstery and stone floor cleaning company 50% OFF the valued price to the first person who offers the sale price of only £75K. Fully Automated business system in place. Full training and consultation will be provided, if needed, for a limited time only. Contact Andrew Sacker on: 07711 454402 or email: andy@GoldenProdigy.com

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.

page 29

Reduction in fatal accidents at work

Paul Verrico (Eversheds LLP)

D

irectors, Managers and Health and Safety professionals will welcome July's news that the number of people killed at work in Britain fell to a record low of one hundred and fifty one in 2009/2010 - down from one hundred and seventy eight the previous year, over thirty percent lower than the average figure for the last five years.

Announcing the news on the HSE's website, HSE chair Judith Hackitt said "Being one of the best health and safety performers in the world means continuing to strive to drive these numbers down further - not getting complacent about what we've collectively achieved and recognising the new challenges as we emerge from the recession.�

The provisional figures cover the period between 1 April 2009 and 31 March 2010 and reveal that agriculture was the most dangerous industry. Thirty eight workers lost their lives while farming last year.

The construction industry - traditionally viewed as the most dangerous sector - saw a significant reduction in the number of deaths last year. A total of forty one fatal injuries were recorded, down from fifty two the year before.

Ms Hackitt was realistic about the reasons for the improved performance, acknowledging that "no doubt the recession has resulted in lower levels of activity in some sectors and a decrease in the numbers of new inexperienced recruits has also contributed to this fall in fatalities" She concluded that "As with all health and safety statistics, today's announcement is a combination of encouraging news about improvement but also a salutary reminder of the tragedies of lives lost at work."

The reduction in fatal accidents is

very welcome and does, of course, follow the announcement of the eagerly anticipated Lord Young review of Health and Safety in the UK, due to publish findings at the end of the summer. In ordering the review, the new coalition government will be torn between a desire to be seen as taking a sensible approach to risk against interfering too much with a regulatory regime which, at a surface level at least, seems to be functioning better than ever.

In other news this week, you may have noticed the government's proposals to reduce the number of Magistrates Courts across the UK. The Ministry of Justice has published a consultation with the aim of closing one in three Magistrates Courts across the country. It remains to be seen how this will affect access to justice, particularly given some of the courts earmarked for closure are in fairly dense urban areas - e.g. Stoke, Rochdale, Pontefract and Flint. Other proposals by the coalition government include reducing Legal Aid spend by reducing the availability of duty solicitors in police stations, instead increasing the availability of telephone advice for all but the most serious cases. page 30

NCCA Associate Members NCCA Shop 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. + PAS86 Code of Practice £40.00 each + Carpet Care Survey Forms (Pad of 100) £19.50 each or £50 for 3 + NCCA Lapel Pin Badge £3.00 each + Large NCCA Van Sticker (21x7 inches approx) Pack of 2 for £17.63 + Small NCCA Van/Machine Sticker (12x3 inches approx) £2.50 each + Promotional Leaflet 10p each (under 500), 8.5p each (500 and over) + 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.

+ Alltec Network: 01763 208222 (C/M/F/T) + Amtech UK: 0845 130 4755 (C/M) + Ashby's Cleaning Equipment: 01322 227806 (C/M/E) + Bio Productions Ltd (inc. Stapro): 01444 244000 (C) + Camberford Law: 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) + Cleaning Systems UK: 01334 656787 (C/M/T/F) + Cleansmart Ltd: 0115 8240034 (T/C/R/M/K) + Cleantec Innovation Ltd: 0870 733 7733 (T/C/W/M) + Dri-Eaz: 01908 611211 (C/M/T) + Dry Fusion UK Ltd: 01772 433711 (C/M/T/W/Fr) + Forum of Private Business: 01565 634467 + Giles Insurance Brokers Ltd: 0141 285 3300 (I) + Hi-Tec Cleaning Group: 02866 341416 (C/E/F/M/T) + Host Von Schrader Ltd: 0151 347 1900 (M/C) + Homeserve at Home: 0870 320 3333 + Hydro Dynamix: 01622 664993 (Fr) + LTT Leathercare: 01423 881027 (T) + McGregor Lloyd (insurance brokers): 0121 706 0616 (I) + Nilfisk Advance Ltd: 01284 763163 (M) + Nu Life Stone Care Ltd: 0161 480 7284 (M/C)

NCCA Member Benefits

+ Prochem Europe Ltd: 0208 974 1515 (C/F/M/T)

+ Amicus Legal Ltd (free legal helpline): 01206 366500

+ Rainbow International: 01623 422488 (M/C/Fr)

+ SiteWizard (website creation) 08450 608860 + EMJ Management Ltd (workwear clothing and accessories): 02392 434650

+ 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)

+ Brian James (Marketing Consultant): 08450 608860

+ The Big Clean: 0208 3934778 (M,C,W,K)

+ Thompson Local (Ask for Corporate Advertsing Department) 01252 390385

+ Woodbridge Comercial Ltd: 01279 422220 (C/M)

+ Yellow Pages (Ask for Corporate Advertising Department) 0808 100 7890

+ Truvox International Ltd: 02380 702200 (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