March 2012

newslink

ncca

Features:

Tufted Rugs Collateral Damage ŠStripes by Brintons Carpets

March 2012

The official journal of the National Carpet Cleaners Association

Contents 03 From the editor 03 Reminder renewal notice 2012/2013 04 President’s report 06 An introduction to hard floor cleaning 08 Stoneman’s corner

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

10 Stain removing workshop

Editor in Chief Keith Robertson

12 Carpet Cleaners Carnival 2012

Design Editor Nikki Law

14 Collateral damage 16 The benefits of training 20 Marketing lessons from a hotel chain 22 Tufted rugs 24 Should you be promoting your website in Google?

26 Race to the bottom 28 Up for the challenge?

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.

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.

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From the editor

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uring the last few months we have worked closely with an exhibition stand design company to create a new and exciting modular display that reflects the professionalism and high standards of the NCCA. Exhibiting is one of the most effective methods of face-to-face marketing, bringing together suppliers, buyers, purchase influencers, consultants and the media and providing the platform to launch new products, generate media coverage, build brand awareness, generate leads and retain existing customers.

A key factor in gaining visitor interest at shows is the exhibition stand and we felt that our previous

display unit was outdated and no longer effectively reflected the aims and purpose of the NCCA. Our redesigned stand system is modern, portable, versatile and re-usable - ideal promotional Nikki Law material for any event.

We have kept any written information on our new display short and to the point, as a few short sentences will often deliver a far more potent message than any long and sprawling paragraphs.

Our aim is to visually draw visitors to the stand and, once they are there, provide them with further information. With this in mind, the images we have chosen are colourful, modern, powerful and capture the essence of the NCCA as we progress.

Our new stand will be revealed in all its glory at the Carpet Cleaners Carnival (CCC) this year, which takes place on 15th September (see page 12 for further details). We look forward to seeing you there! In the meantime, we’re giving you a sneak preview (left).

Reminder renewal notice 2012/2013

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s notified in the December/January Newslink, renewal documents will be sent on 1st April, due for payment by 1st May 2012.

The Articles of Association state: “Any Member wishing to resign from the Company shall give 60 clear days notice of his intended resignation in writing to the Secretary and at the expiry of such notice shall cease to be a member, but in default of giving such notice, at least 60 clear days before the expiry of the current year, such member shall be liable to pay the subscription for the ensuing year”.

This item is legally enforceable.

We never like to hear that a member has decided that they no longer plan to be part of the NCCA, and

we would like to work together to try to assist where we can. If you do not wish to renew your membership for the coming year, notice must be put in writing to the Company Secretary before the 1st April.

Important Notice: All members who have not yet completed a full year of membership will still be receiving a subscription invoice due on May 1st. The fee will have been reduced in respect of how long you have been a member. Payment of this invoice will bring your renewal in line with the rest of the membership and your renewal year will run from April to April from then on.

NOTE: Subscription fees have been held at 2011 rates.

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President’s report - big help for small business

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recently attended a conference for trade associations. A lot of it, I am sorry to say, focused on the doom and gloom of our economy. A representative from the Bank of England spoke first and set the stage for the day. He explained where we are right now and how we had arrived at this point. He stressed the necessity to continue to tighten our belts and said that it will be six years before things dramatically improve.

Fortunately the day did get a little lighter as it went on. One of the most interesting talks came from Adam Jackson from the Dept for Business, Innovation & Skills, or BIS for short. One of the things that BIS are doing is helping SME's to grow and they offer an array of ideas to assist this. An interesting fact relayed to us was that an SME that asks for advice is twice as likely to grow, but sadly not enough do actually ask. He also shared a slide (see below) which outlined small business obstacles, at the top of which was the economy.

However, there is help and advice available out

there for the small business owner. Advice can be obtained from banks, accountants, trade associations or even other businesses. The government is working with banks etc., on a mentoring initiative.

One place to go for this is: www.mentorsme.co.uk.

There is a lot of help here for growing businesses along with uplifting success stories. The mentors are those that have been through similar issues and are well conversant with what needs to be done. They are also looking for business mentors and I am sure there are some of you out there that could get involved in that too. Another website, if you want to be involved, is www.getmentoring.org; they offer free training to enable you to do this. There is a new initiative for companies to get involved with leadership and management strategies (see: www.businessgrowth.co.uk) which is aimed at business coaching.

Finance was the next area to be addressed and we all know that if you are looking for finance for your business it's tough. One of the main reasons banks

Main obstacle to the success of the business (as peceived by SMEs themselves) 81%

The ecomony

58%

Competition in the market Taxation, VAT, PAYE, National Insurance, business rates

50% 49%

Cash flow Regulations

47% 39%

Obtaining finance

26%

Recruiting staff

24%

Shortage of skills generally

21%

Keeping up with new technology Availability / cost of suitable premises Shortage of management skills

20% 16%

All SME Employers: Small Business Survey 2010

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don't lend is because of a lack of a business plan.

This is because the lender can't see where you are going and the way to get there. A great resource for this is Business Link. This organisation has a mass of information for all businesses; the area for finance can be found at www.businesslink.gov.uk/ resources/business-finance-finder.

Interestingly, banks aren't the only way to finance a business, there are business angels, community development finance initiatives, venture capitalists and also several government schemes. Of course keeping the money rolling in is another issue for small businesses; www.bis.gov.uk is a good resource and if you type in www.tinyurl.com/financefit it will take you directly to an area that looks at being paid on time and offers many template guides that you can personalise with your own branding.

Technology and innovation was the next area covered and concentrated mostly on website optimisation and the importance of updating sites on a regular basis. Many companies will set up a website and then leave it. Introducing something new to the website will enable you to keep in front of your competitors. This is where a lot of our growth will come from. BIS have set up an initiative to assist us with our websites, which can be found at www.webfuelledbusiness.com. They are offering a free one day boot camp to advise on optimisation, marketing, pay per click and so on.

All in all there was some good information to assist us in moving our business forward. There was talk about apprenticeships, look at www.apprenticeships.org.uk and see if it appeals to you. Also funding for training was discussed, mainly asking the company to come up with an idea for training and then submit it. This was in the new initiative of the Employee Ownership Pilot and can be found at www.ukces.org/employerownership.

One of the best ways to find out a lot about the business world is via www.businesslink.gov.uk which is a new improved site, a lot easier to navigate; there is a mass of information on here and something for everyone.

Good luck in moving your business the next level.

Diary Dates 2012 NCCA COURSES Carpet & Upholstery Cleaning 23rd - 24th March 25th - 26th May 13th - 14th July 21st - 22nd September 23rd - 24th November Hard Floor Cleaning 26th - 27th April 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 2nd - 4th April with Adam Jankowski Water Restoration Technician 1st - 3rd May with Adam Jankowski Odour Control Technician 17th May 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

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An introduction to hard floor cleaning

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growing number of NCCA (National Carpet Cleaners Association) members are adding hard floor cleaning and maintenance to their list of services. Although most NCCA members were primarily carpet cleaners, many have now come to understand that there are an ever increasing number of hard surfaces and a need to care for them.

Hard floor care requires a degree of knowledge and the NCCA have a keen interest in ensuring that there is an increasing supply of trained and qualified technicians. To make certain members are trained to a high standard of proficiency, the Association offers a two-day course dedicated to hard floor cleaning.

The programme includes some practical hands-on training and covers the cleaning and care of Resilient, Wood, Ceramic and Natural Stone. Each delegate is provided with an excellent accompanying reference manual, which is theirs to take home once the course is over.

The course instructor is NCCA Director and hard

flooring expert, Keith Robertson, a true professional with over thirty years experience running a floor care company in Edinburgh. As well as being a committed affiliate of the National Carpet Cleaners Association Keith is a member of the British Institute of Cleaning Science, an IICRC Master Textile Cleaner, an IICRC Stone Masonry and Tile instructor and writes regularly for the trade press.

The next NCCA Hard Floor Cleaning course will take place on the 26th - 27th April in Leicester. Places will be booked on a first-come, first-served basis so early booking is advised. For further information, or to book your place, contact the NCCA office on: 0116 271 9550 or log on to: www.ncca.co.uk to download a booking form.

New NCCA Members FULL MEMBERS Clean Care Scotland Ltd (Coatbridge, South Lanarkshire) Steam Clean Experience (Woking, Surrey)

NCCA member referral results Since publishing a referral statistics report in last month's Newslink there have been 81 recommendations for full members provided by the NCCA. This number is made up of 46 referrals from the NCCA office and 35 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.

Professional Spot Removal From £2.62* per Bottle! rom es f Pric 62 per £2. tle! bot

¨ New small handy size ¨ Amazing range Now everyone can afford to be prepared for every Stain Ask for a detailed spotting sheet for details

See us on stand 11 at the NCCA Carpet Cleaners Carnival on September 15th! *Prices plus VAT. Six spotters to choose 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

Keith Robertson

Stoneman’s Corner

Is it true that porcelain tiles are superior to standard ceramic tiles?

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key feature of porcelain tile is that it does not absorb very much water. According to the American Standard a porcelain product must absorb no more than 0.5% of any water it comes into contact with. In fact there are manufacturers who now produce product, technically referred to as porcelain, with absorption as low as 0.1%.

How does porcelain compare to other ceramic tiles?

While there are some ceramics which do have low water absorption the average tile is more likely to

absorb 3%, although in some cases it can be as much as 20%. These products must always be fully protected by using an impregnating sealant.

Why is porcelain less water absorbent than other ceramics?

Although both general ceramics and porcelain are clay products with additional ingredients, which once fired at high temperature produce a hard and durable tile, one is much stronger than the other.

Needless to say, it is the porcelain tile that is stronger. In fact I have come across one manufacturer that claims that their porcelain page 8

product is 30% stronger than granite!

The strength of the tile is all down to its components, which in the case of porcelain is fine quality clay with added silica sand and Feldspar. The three components, when heated at a high enough temperature, fuse together to produce a tile which is much denser than a standard ceramic tile. One of the reasons that there is less absorbency is that the Feldspar melts to produce a type of glass. Greater heat is required to achieve this, so whereas standard ceramics will have been fired at around 1,800 to 2,000°F porcelain is more likely to have been fired at about 2300°F. Where durability and resistance to staining are required porcelain wins hands down. Similarly, where tile is required to have a very distinct finish for example to mimic other stone - porcelain will win every time.

Should you want a kitchen with a Saltillo tiled floor, then you will need to purchase the genuine terracotta. On the other hand if you only want a terracotta 'look' a ceramic tile, whether porcelain or not, may be easier to maintain.

In most cases, however, and particularly in

commercial installations, porcelain is superior to standard ceramics; generally it has greater longevity and requires less maintenance. Most porcelain tiles do not require sealing or impregnating, but this doesn't mean they don't get dirty. They do require periodic deep cleaning and usually sealing of the grout lines is also necessary.

In theory we should now have a clear view of the difference between standard ceramic and porcelain, so if questioned “What is a porcelain tile?” we should be able to provide a succinct answer.

However, although its distinguishing features are generally well-accepted and serve as a useful guide when cleaning, the term 'porcelain' unfortunately lacks a universal official definition.

Throughout the world the word porcelain has been applied to a range of products, which really only have certain surface qualities in common. As some manufacturers don't subscribe to any particular standard it is thought that some foreign manufacturers label their product as porcelain whether it is or not.

It is very much a case of 'Caveat emptor' - Let the buyer beware.

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Stain removing workshop

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s members of the NCCA, we would have attended and passed at least one training course, i.e. NCCA Carpet & Upholstery Cleaning or its equivalent. Many of us will have taken this further with more focused training courses such as Spot and Stain Removal, Leather Cleaning, Carpet Protection, Dry Carpet Cleaning etc.

With new found knowledge from these courses, many of us will experiment with new processes, techniques and products, hopefully either in the workshop or maybe on an appropriate 'bullet proof' carpet such as one with a polypropylene pile. By executing these new found skills in this controlled way, we are able to observe the actions and reactions of treatments with little fear as to the consequences should events not proceed as expected. When you're happy that you've got everything right, you can then be fairly confident of adding a new 'tool' to your repertoire.

Here are some simple experiments for you to try in your workshop. This is one I've done myself: Carry some spare wool twist carpet in your van. When you

Ken Wainwright

next come across some furniture that leaves red dye stains on damp carpet, transfer the same stains onto your spare sample, which of course will have travelled to the job with you. Put this carpet aside for a week or two and perhaps even use it as a doormat or leave it in a sunny position to 'bake' a little. You now have a great stain sample.

How would you normally tackle these stains? We all know that ordinary cleaning and spotting are rarely successful so we typically turn to a bleaching agent. Let's presume you are going to experiment with hydrogen peroxide (H2O2). The options you have are considerable. What strength do you use (eg. 3%, 6%, 9%, 12%)? Do you use liquid or cream, straight or catalysed, dwell and watch, heat or no heat? What temperature should be used and for how long? Or do you use a prepared and branded industry product? You can see that we have lots of options and I'm willing to bet that most of us have never experimented to this degree. page 10

Here's another technique that I was recently taught whilst on a trip overseas. I am finding it to be very successful, but practice in the workshop is essential.

For colour added stains, rather than using H2O2 as above, use a regular detergent solution for heat transfer stain removal. This is not so much about the detergent, more the technique, so even a mild safe-for-wool solution can be used. And here's a twist. Rather than damp, use a dry towel between the stain and the tip of the hot iron. The theory is that the detergent will penetrate the dye sites easily in this super-hot state, suspending the stain's colour/pigment. Upon removing the iron and towel, follow immediately with a dry extract, then repeat as required. Only rinse when finished. Any faint residues can be finally treated with a bleaching agent as appropriate. What you'll need practice with is the variations in solutions, temperatures and time, always being considerate to the fibre, native dye and yarn twist.

Many years ago, I experimented in the workshop with red wine stains. I found that a reducing agent

wasn't successful. However, as we all know, red wine can act in a similar way to an indicator dye. An alkaline spotter or pre-spray will turn the red stain to a dark blue/blackish colour and an acidic rinse or spotter will return the colour to red. So try this: Alkaline spotter, freshwater rinse then treat with a reducer, rinse again and the stain will respond very well. In extreme cases, you may need to repeat the process. I even find that it works reasonably well with old, cold reducer, so you will have less wasteproduct too. Again, you will need to experiment with this technique and the variables beforehand.

As you can see, you can experiment and learn in the workshop much more than would be wise to attempt on a customer's carpet. Once you are comfortable using the formal procedures and solutions, as taught on training courses, just throw in some other variables to see what happens. Just remember to work in a safe way and follow some simple rules like not mixing chemicals or using heat with solvents and you'll find a growing confidence in your skills.

Come along to the Carpet Cleaners Carnival 2012!

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he NCCA are holding their second Carpet Cleaners Carnival (CCC) at Wicksteed Park, Kettering, Northamptonshire on Saturday September 15th 2012.

Last year's Carnival was a great success. A big 'thank you' to those who came, we really appreciate your support. It was clear from the response to the show that those who attended had thoroughly enjoyed the day. Feedback has shown that the majority of soft furnishing and flooring cleaners prefer to attend an event which truly reflects their industry and that last year the Carpet Cleaners Carnival managed to do just that! Many visitors expressed their wish to attend again and, due to the resulting positive publicity, we are expecting even more visitors at the CCC this year. We've already had

an excellent response to our first exhibitor invite and have firm bookings from big-name companies.

NCCA Vice President and Marketing Director, Keith Robertson says “If you didn't attend the Carpet Cleaners Carnival in 2011 you really did miss out on a great day. Thank you to all the visitors and exhibitors who took part, many of whom came with their families. The Carnival is so much more than just a trade show. It's an opportunity to bring the industry together and a great day out for the whole family.�

The 2012 Carnival will include an exhibition populated by top industry manufacturers, suppliers and advisors from within and outside the Association. Visitors will also be able to attend the workshops, which were so popular last year. page 12

The Show is open to all upholstery and floor care companies and their technicians throughout the UK and best of all it’s FREE to attend!

However, the Carpet Cleaners Carnival is also a family event and visitors are invited to bring their partners and children. In addition to enjoying a full mix of trade booths, workshops, demonstrations and associated events, families will be able to view the lakes and parklands and, if they wish, visit the playground, fairground and other park attractions.

We are also planning to hold an evening of entertainment after the show closes.

As part of the Carnival, attendees have free access to the park grounds, play area and lakeside.

Additionally the NCCA has negotiated discounted rates for families wishing to visit the fairground and feature attractions, generating substantial savings. A

wristband is required for access to the main features and rides, and these can be purchased on the day. Anyone that has pre-registered to attend the Carnival will receive a fairground entry discount voucher from the NCCA, which will entitle you to purchase the wristbands. Discounts are also available for senior citizens.

In addition to the discounted entry to the fairground, the NCCA has also negotiated free parking for all Carnival visitors (normally ÂŁ6).

So, whether you are a business owner, technician, supplier or member of a family with a vested interest, the Carpet Cleaners Carnival is for you!

Call the NCCA office NOW on: 0116 271 9550 to pre-register and be eligible for all the discounts available to you.

Get into the mood - this is going to be a carnival!

We are looking forward to seeing you there.

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Collateral damage

Derek Bolton

Here is something for you all to ponder. cleaning technician called me the other day to ask my opinion on a complaint he had received following the cleaning of several items of furniture. No damage had been caused to the fabric during the cleaning process but the following day the customer had noticed that several 'planks' of her laminate floor were slightly distorted.

The cleaning technician has been back to have a look at the alleged damage and agreed that there was a problem but couldn't admit to being the cause. The working area had been sheeted up correctly and the portable extraction machine left in an adjacent room where no damage had occurred.

It is well documented that some laminate floors can buckle if subjected to moisture or to heat. I remember writing about a hall floor in one of my own customer's houses, which distorted after the heat generated in a conservatory - at the other end

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of a large lounge - raised the heat levels in the hall to excess.

I did ask the technician if he had noticed any damage to the flooring prior to the cleaning taking place to which he replied that he hadn't. Now, this is a guy who frequently helps a friend to fit wood flooring so would have a bit more knowledge than most of us in this area. I was hoping that his answer would be different, as professional curiosity would have made him look‌ but 'no'.

Remember that during any pre-clean survey it is extremely important to thoroughly assess the job to be undertaken. When cleaning upholstery there are things that you should always do: ! Closely inspect the item to be cleaned for suitability to a cleaning process and pre-existing damage. ! Look at the surrounding area to assess what needs to be moved in terms of furniture/items in the way. page 14

! Cover the flooring with a suitable protective drop sheet that is both absorbent and yet waterproof (I use a double thickness canvas for this purpose). ! Ensure that your portable machine is well out of the way and also has its own protective sheet beneath it, with sufficient thickness to prevent any heat discharged from the machine from causing secondary damage. Personally, I have never inspected the whole floor to the same degree as the item I am working on, but judging on what happened to the aforementioned technician, maybe it is something we should all be doing.

Note: I have always, both in winter and summer, used an air mover to remove excess humidity whilst the cleaning operation takes place, keeping me comfortable and the room in the ideal condition for optimum drying.

Back to the aforementioned problem with the technician and the damaged laminate, unfortunately at the time of writing this it has yet to be solved. A flooring expert has been scheduled to assess the situation and it may be that the planks affected can be replaced if a suitable match is available. The alternative is to replace the whole floor, but this will involve considerable cost.

The cleaning technician cannot say that the floor

was damaged before he started the cleaning process. I am told that the damaged area was well away from the area where the furniture was cleaned and also well away from where the extraction unit was sited. After asking many more questions of him and discussing all the possibilities, neither he nor I can be certain whether or not he has been the cause of this Collateral damage.

STOP PRESS! Since writing this article my contact has informed me that the saga has now reached a conclusion.

He returned to the property, together with a flooring specialist, to replace the five damaged planks, and when these were lifted it was noticed that the flooring beneath showed signs of water contamination. On closer inspection they found watermarking along the bottom of some window blinds, which extended 30cms up the blind, also on the base of the wall. It was obvious that the water damage was caused by a leak and was in no way related to the cleaning process. However, due to all the speculation along the way as to the cause of the damage, the technician had unfortunately been lumbered with replacing the planks!

Next month I will have a similar story for you. Have fun!

page 15

The benefits of training

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try in my role as membership director, whenever possible, to call everyone who applies to join the NCCA, to learn a little more about them and their business and inform them of what the NCCA can do to help make their business a success. If I have missed anyone, I hope my last two articles about the benefits of membership have been informative.

One of the aims of the Association is “to raise standards in the Industry through training and education�, so I would like to give you my take on the training side of what we, as an Association, provide. This doesn't just include formal training courses but business support as well.

Before I joined the NCCA I wasted significant amounts of money on unsuitable training courses, equipment that I rarely use and marketing that

Glyn Charnock hasn't worked. I envy our new start-up members as I know from personal experience how much easier life will be for them having the NCCA on their side.

If you haven't already done so, my advice to anyone, start-up or experienced, would be to first write a business plan. It will help you focus on what is important, how to get where you need to be and how to make more money. Once you've done that, seriously consider finding yourself a business coach.

A number of them offer taster days for a minimal charge or you may be eligible for a grant to cover some or all of their costs. Business coaches should be able to advise you on the funding available to pay their fees. Also, some local councils offer business coaching for free. Remember that even successful business people like Richard Branson and Sir Alan Sugar surround themselves with business coaches. page 16

If you are a new start-up business, you will probably just be happy having passed the initial training to join the NCCA, but it is heartening to hear most of you say you are keen to carry on with your training.

The Spot and Stain Removal course will improve your cleaning successes no end. However, we should all look out for new learning experiences.

The guys who run the NCCA courses still undergo training themselves - ask any of them. If you haven't been on a course for a few years, do you really know all you need to about the industry?

Having been on a course to learn to write method statements and risk assessments a few years back, then taking days to do the paperwork, I know the NCCA Health & Safety course includes templates that will save you a lot of head scratching, time and money. Having a health and safety policy in place is not only good practice for all businesses, but for those wanting to work in public buildings, for councils, or building firms, even letting agents, it is essential. It will also allow you to broaden your

client database. I have had quotes accepted where I am the most expensive tender, but also the only one with the right health and safety paperwork in place and forwarded to the client with the quotation.

Many carpet and upholstery cleaners also clean rugs. This can be a very profitable niche market, but without the proper training it is very risky. Get trained, charge appropriately and you will build a solid client base.

Should you want to add more services for your clients, why not get into leather? Cleaning that is!

But be aware, just like carpets, upholstery and rugs, you will need to identify the type of leather before attempting to clean it.

Don't practice on your customer's furniture. If this is something you want to pursue, I strongly suggest you start by doing a Leather Cleaning and Identification course.

Tile and grout and stone floors are also an excellent add-on to your carpet cleaning business.

Continued on next page

page 17

Continued from previous page Myself, I learnt from the master - Keith Robertson.

His advice since has been as solid as the marble floors he cleans!

If we currently do not offer a course that you think would be useful to you and other members, please let us know. We will do our best to accommodate you. Some of the courses we run today were requested by our members. If we can't provide a course ourselves, we can probably find out where you can get the training you need, as it is our aim to help you make your business a success.

In addition to formal training networking with other cleaners is an excellent form of ‘training’. That is why the NCCA organise events like the Carpet Cleaners Carnival, which is to be held at Wicksteed Park in Northamptonshire on 15th September. We are also working on a series of roadshows across the country to get members and non-members talking to each other. I can honestly say I have learnt a lot from networking.

The NCCA couldn't function without our helpful office staff and if you need advice, have a suggestion on how we can improve your membership, or an article for Newslink, please contact them. If they can help they will, or they will find someone who can. If you need technical help, they will put you in touch with one of the Directors.

Finally, I believe the best way to learn is through experience - and other peoples' counts just as much as your own! So if you have an experience, good or bad, that could help fellow members, why not jot it down and send it to Nikki at the office who will turn it in to a piece for Newslink? If it is fun, or funny, all the better - go on, give us a laugh!

Or why not ask a question that an expert can post a reply to in Newslink? It is all good 'training'.

Oh yes, see you all at Wicksteed Park for the Carpet Cleaners Carnival on 15th September - the best networking event in the carpet cleaning calendar and a great day out for the family too!

page 18

David Coker

Marketing lessons from a hotel chain

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'm always interested in seeing how successful businesses market themselves to see if there are any lessons to be learned. I've usually found that the larger the organisation, the worse the marketing and customer experience. However, I recently found an exception.

In January I went to the Yucatan Peninsula in Mexico for two weeks, staying at a fairly large RIU hotel. I have to say, I am impressed with this hotel chain and how even the little things that affect customer satisfaction are not left to chance.

Firstly, I was amazed at the All-Inclusive restaurant. No queues, no waiting for drinks, everything running smoothly. How could this be, I wondered?

So I took the free 'Kitchen Tour' on Sunday at 12pm. Now this really should be called the free 'Marketing, Advertising and Branding Tour' because that's really what it was. Its purpose was to show us exactly how RIU have the customer's 'experience' in mind. The end result was to change or improve our perception of the RIU brand and hopefully we'd choose RIU next time.

The tour was carefully choreographed. They showed us exactly what they wanted us to see in

the order in which they wanted us to see it. A key word that was repeatedly used was 'organised' (in FIVE different languages!). It couldn't be stressed enough. They wanted us to see that customers were happy, not by chance, but because they had systems in place that ensured it. I was really impressed. I'd had no idea. Everything was done at a set time and in a set way.

It was explained that they cater for a possibility of six hundred hungry guests at 1pm every day. And that one hour later a further few hundred could arrive. And they all had to be seated, with drinks ordered and delivered and food cooked, ready and waiting immediately. And this they did!

Later, I joined the tour of the next door RIU hotel, one that is referred to as a 'Palace'. They were hoping that next time we would 'upgrade' to this hotel. What better way to achieve this than by showing it to us? Again, everything was carefully choreographed.

So, what are the lessons we can learn from this?

Lesson 1: Your customers don't know what you do unless you tell them I had no idea that everything behind the scenes at this hotel was so organised. Nothing was left to page 20

chance and customer satisfaction was an absolute priority. My view of this large hotel chain has been positively changed.

Now… Do your customers know exactly what it is that you do that other cleaners don't do? Do they know why you vacuum the carpet before you clean it and that it's something that many of your competitors don't do? Are they aware of how much training you've undertaken? Do they know that you are NCCA members and why it's important?

Lesson 2: The importance of set procedures for EVERY activity in your business In other words, to quote Michael Gerber of 'The EMyth' “this is how we do it here.” The customer receives the best possible service because we've

already worked out what that is and then written it down in our Operations Manual.

Lesson 3: Always up-sell (and demonstrate if possible) What better way to prove how carpet protector works than to SHOW how it works? If you added protector to only 30% of jobs because of this, then obviously it's better than none at all.

Lesson 4: Everything you do affects your BRAND An over-used 'buzz' word today, but put simply, a brand is a collection of perceptions in the mind of the consumer. So even just improving your systems and becoming more organised can increase your 'brand value' in their minds. In real terms, they are more likely to use you again and refer you!

page 21

Tufted rugs

M

Peter Collins

any consumers choose to invest in hard surface flooring, not only in the domestic but also in the commercial sector. Consumers are also buying rugs to place on these surfaces, so cleaning these items can be a profitable service to offer. However, before you rub your hands with glee, there are pitfalls.

Design and Construction There are a variety of contemporary designs and construction options in the tufted rug market today.

This type of rug can have virtually any design and is made with varying quality. A large range of sources from famous pictures and paintings to simple animals and vehicles and even abstract images can inspire designs on tufted rugs.

The design is created by tufting a face fibre, usually wool, cotton or one of a range of synthetic fibres, into the backing of the scrim. Once the face has been constructed the loose yarns at the back of the scrim must be anchored securely. This is usually

done by applying a layer of latex to the yarns and sewing a woven backing on to the hem for a neat finish. Another method employed is to sew the back and face together around the edges.

Problems No matter what the quality, or the design and manufacturing technique used to create a tufted rug, cleaning them will challenge all your knowledge and skill as a carpet cleaner.

Apart from the basic cleaning problems, there are also potential issues that are quite specific to these types of rugs and some that you may not have encountered before.

As an NCCA member, you should already be surveying every item you are asked to clean. This, as you know, is part of our professional status and, by the thorough examination of each item, you can evaluate and pre quantify what can or cannot be achieved by cleaning.

One of the most common faults found with tufted page 22

rugs are 'tracking lines' these can appear if the manufacturer has used a dye in the backing that is a different colour to the face fibres. The (usually cheap) dye used in the backing, makes it likely to run into the face fibres during cleaning. For example, a beige rug could end up with streaky red, green or blue lines in random places.

You can usually trace the pattern of tracking lines to the backing scrim; however they can also appear if the grid pattern in the scrim has a square design.

Before cleaning, close examination is required as you can sometimes see faint traces and identify 'rogue dye' in the backing. You should always part the face fibres during the survey, but sometimes even this is not enough to identify the problem.

If you do find rogue dye sites in a rug, it would be prudent to carefully do a surface clean using a dry compound cleaning product.

However, if you are confident you can lightly wet surface clean and rinse; there are dye lock products on the market that work extremely well.

Another problem that may be encountered is a 'smoky' or 'fishy' odour arising. This is usually due to manufacturers using cheap latex grades when anchoring the backing fibres. Unfortunately it isn't possible to completely remove this odour and you should ensure your client is fully aware this problem may arise, even if they have purchased the rug from a reputable outlet.

A further dye problem that may be encountered is that darker colours may bleed or 'crock' into lighter coloured fibres. This can occur if low quality dyes, used by the manufacturer, have not been set properly. You may even find a darker colour

appearing in the middle of a ground colour. For example, in a beige coloured area you may find red or green undertones.

All these issues usually stem from the use of cheap materials or dyes in the manufacturing process. You should inform your client that any one or more of these problems could arise and ensure they are fully aware of the possible consequences. I would also recommend putting this in writing and asking your customer to sign before carrying out any cleaning work.

You might consider that cleaning rugs is not worth the effort and want to avoid possible headaches.

However, like all the work we carry out, it requires the knowledge and skill we have gained from professional training, ongoing learning and years of experience. As professionals, we are expected to know how the item was constructed, the type of dyes that are used, the best method to clean it and how it will react to the process. This is why the client has hired a professional. You should also have a complete understanding of how to identify a problem and how to explain a possibly tricky situation to your client.

Over the years I have found that keeping a detailed written record of the problems I've encountered and the spots and stains I have come across, has been worth its weight in gold. I note down each instance in a reference book along with the method I used to solve the problem and the final outcome. If I encounter the same problem again in the future I will have the information I require to solve it quickly and efficiently, saving me and my client any possible headache. page 23

www.sitewizard.co.uk

Should you be promoting your website in Google?

F

orrester Research Inc shows that search engine marketing (SEO) continues to be the hands-down favourite, with 90% of retailers operating online citing it as the most effective source for acquiring customers in 2011. With this in mind, are you doing any form of SEO on your website? If you are one of the 60% of businesses in the UK who are not doing any form of SEO then please read on as this article has been written for you.

Within the carpet cleaning industry there has never been a better time to look to optimise your website in Google. Many people do research across

the internet before picking up the phone to book their cleaner. Did you know that on average per month in the UK there are 341,500 searches for 'carpet cleaning' and of those 40,500 were searched for using mobile phones? It is highly unlikely, without spending an absolute fortune, that you will ever get found on the first page in Google for the words 'carpet cleaning'. However there are many other phrases that could put you on that first page, generating more traffic to your website and in turn more sales.

Let's imagine that your business is based in Manchester. Each month there are 2,416 searches page 24

for 'carpet cleaning Manchester'. Firstly, if you type this into Google the first listings that come up (as they do on most searches) are the Pay Per Click adverts that approximately only 10% of people click on, so just ignore these. Surprisingly, with so many searches per month, six of the sites that appear in the free listings look as though they have not had much SEO work done on their websites. This means that if you were a carpet cleaner setting up in Manchester you should be able to knock some of the competition off the first page in Google with very little effort. With regards to highly generic key phrases such as 'carpet cleaners' and 'carpet cleaning' unfortunately you are competing on Google with the likes of Comet and HSS Hire who have bottomless pools of money to spend on SEO, but there are lots of keywords that you can successfully be found for.

If you are wondering what magic has to be done to get your website successfully found in Google then I can explain all. You need to get the home page of your website optimised for the key phrases that you wish to be found for. If we continue with the example of a Manchester carpet cleaner then you need to ensure that your website contains these keywords. Also you need to make sure that you mention these words regularly and in the correct places on the page. Once this has been done you need to then start building links back to your website from other websites. Each link going back to your website effectively counts as a vote and the more votes you get the higher your climb in Google, however it is not just that simple; each link carries a different weight so some links are more influential than others. For example a link going from an educational website with a domain name ending in .edu is more influential than a link from your friend's website that isn't listed in Google. Also how the link comes back to your website is important; for example some of the links should say

'carpet cleaner Manchester' and when you click on it they link back to your website - this then tells Google exactly what you want to be found for. Also it's not just links from other websites that Google likes, but also from social websites such as FaceBook as well as postings in blogs and documents that are uploaded talking about what you know best.

Other factors come into play as well such as having You Tube videos on your website, the images being optimised, having links back from local directories, Google Places listings and much more.

Also Google is always changing the way that websites get listed successfully to stop people cheating their way to the top by paying companies to build unrealistic amounts of links overnight. Quite simply you need to know what you are doing with SEO to enhance and then maintain your position effectively. In essence the best way is to talk to a professional and ask for examples of their clients that are using their SEO solution. Ask what key phrases they are paying for and then actually go to Google and see if you can see them on the first page. I personally would go one step further and actually contact their client and ask them if they are happy with their SEO provider and ask what phrases they are paying for to double check the information that you have been given. I would also ask to see testimonials from the SEO company. The reason for this is there are many charlatans out there promising the earth with SEO but not delivering. The fact is that if it is not done correctly it quite simply doesn't work.

Unfortunately there is no way of doing a 'try before you buy' service as genuine SEO is time consuming.

If you would like us to run a FREE competitor analysis on your website to see how your site compares as well as seeing what phrases you could be found for, please talk to SiteWizard on: 01622 200045. page 25

Race to the bottom

T

Phil McCabe (Forum of Private Business)

he Forum of Private Business is arguing banks are engaging in a 'race to the bottom' as lenders continue to bring down the shutters on high street branches, according to research.

The warning comes after the not-for-profit employer support group joined forces with the Campaign for Community Banking Services (CCBS), following CCBS research suggesting the decline in bank branches, particularly in vulnerable rural communities, is continuing apace - but with little interest from a Government seemingly more preoccupied with lending targets and pressing economic matters.

Both organisations are now urging for parliamentary pressure on the UK's 窶話ig four banks' to find ways to slow the closure rate, and to even consider branch sharing as an option.

Following the furore of the Government's small business lending scheme, Project Merlin, which saw

banks widely criticised for failing to meet lending commitments to SMEs, the Forum believes the branch closure issue has been kicked in to the long grass and is now being overlooked. It points to CCBS figures which show that, since 1990, 7,555 banks or 44% of all local branches - have closed across the UK. In addition, in parallel to significantly fewer branches, Forum members have reported declining service levels. For example, the Forum says small businesses frequently experience difficulties contacting their bank representatives who, when they are eventually available, can appear completely ignorant and uncaring about them.

The fact that the Government has not yet acted to address the situation and pressure banks to genuinely start thinking locally - which could include considering branch sharing as an option - suggests ministers thoughts are elsewhere. With the Chancellor's next plan to implement 'credit easing' page 26

via a National Loan Guarantee scheme, the Forum is warning that this situation is unlikely to change soon.

However, as the organisation points out, if branch sharing can and does work elsewhere, why not here in the UK? In the US, where the vast geography means there are many more isolated communities, banks there have been successfully existing side-byside in the same buildings since the 1960s.

Competition is clearly important between banks, but sharing branches is not necessarily an anathema to it. It is hard to see how a brand's competitiveness can ever be boosted by a declining service.

According to the CCBS's latest 'Last Bank in Town' analysis, 414 rural communities in the UK have just one bank left, with 190 of these completely unprotected by banks' 'non closure' pledges.

In addition, 466 urban communities now have just a single branch to serve them. While many are within one mile of an alternative bank there is still widespread inconvenience caused to members of the public and local businesses, including retailers struggling as a result of declining footfall.

The CCBS data shows that the number of rural 'dual bank' communities is down to 208. At present, 238 urban communities are served by just two banks, 106

of these being within a mile of an alternative bank.

The Forum is warning that branches in vulnerable urban and rural communities will continue to disappear as the banks interpret Government silence on the issue as a licence to escalate closures.

Those qualifying as 'last bank in town' are currently protected to some degree by non-closure pledges, where a bank promises to retain services in communities where there is just one branch left, but they are often not all they appear - a town or village might not retain a physical branch but instead get access to a mobile bank.

In addition, the pressure to close in dual and multi bank communities, in order to avoid being last, has increased. This, says the Forum, is where the 'race to bottom' scenario arises, with no bank wanting to be left 'carrying the can'.

The Forum, which launched its Get Britain Trading 2012 campaign in the House of Commons recently, is lobbying under the GBT banner for bank infrastructures to be improved and for more local lending decision making.

To join the campaign visit www.getbritaintrading.co.uk For more information about the Forum call 0845 130 1722.

Up for the challenge?

O

Philip Crosbie (Eversheds LLP)

ur previous article considered David Cameron's plans to 'take the brakes off business'. These comments were made in the light of Professor Lรถfstedt's recent review of health and safety legislation. As we await the first few changes following that review, we consider the creation of Health and Safety Executive's Independent Regulatory Challenge Panel ('the Panel') and what it means for those in the carpet cleaning sector.

In his review, Professor Lรถfstedt recommended that the Government consider introducing a challenge mechanism that allows for cases of incorrect, overapplication of health and safety legislation to be

addressed. As a result of this recommendation, the Panel was created and is now open for business.

What will the Panel do?

The Panel will consider complaints made regarding advice given by both HSE inspectors and local authority inspectors which businesses believe is incorrect or disproportionate. The Panel's remit does not extend to considering an inspector's conduct.

The Panel currently has five members and is headed by Tricia Henton, formerly of the Environment Agency. The Panel's remit is limited to cases from 30 June 2011 onwards and to considering complaints regarding health and safety page 28

advice. The Panel will not address issues where other appeals processes already exist, such as appeals following successful prosecutions or the service of an enforcement notice.

Where will the Panel 'fit in'?

Referrals to the Panel are the second stage of a three stage complaints process. Businesses who are unhappy with advice they have received from an inspector are encouraged to first try and resolve the matter with the relevant local authority or HSE inspector and the inspector's manager. If they remain unsatisfied the next stop is an online form on the HSE's website¹ which will see the issue being brought before the Panel. There is no cost involved in raising such a complaint.

The Panel's role is solely advisory but the HSE has stated that it will respect the “independence of the panel and its advice and where appropriate take it on board.”² The findings of the Panel will be published on the HSE's website.

If businesses are still not satisfied, the third stage of complaint will involve writing to the HSE's Chief Executive or the appropriate Local Authority Chief Executive and/or contacting local councillors or MPs. What are the benefits for businesses in this sector?

The Panel provides an opportunity for businesses in this sector to obtain free clarification on advice received from their regulatory authority. If a business does receive advice that it believes is incorrect or disproportionate, it was previously difficult to obtain a 'second opinion' without incurring the costs of health and safety specialists. In addition, the myriad of guidance and approved codes of practice often failed to offer the practical advice that businesses needed in the event of differing or conflicting opinions.

What issues are envisaged?

1. Clearly, the first issue that arises with the Panel is the fact that the HSE does not have to follow the Panel's advice. It remains to be seen what persuasive influence the Panel's opinion will have on inspectors. If a business ignores HSE advice and is then prosecuted for a resulting accident, will a

contradictory opinion from the Panel work in the business' favour?

2. There is also no specific advice given as to how long the Panel will take in making decisions. It can be envisaged that some reviews will take longer than others. Indeed, if the Panel does take on the role of a 'true' appeal authority, then will it want to obtain additional evidence and hear from witnesses in order to make its decision? Whilst the Panel is making a decision, businesses will have to think carefully about whose advice they want to follow and their exposure to risk in the meantime.

3. Applications can be made where the business considers that advice is 'incorrect' or 'disproportionate'. These two terms will need to be carefully defined; particularly when considering proportionality as this is likely to require a review of the relevant risk, the methods and costs for reducing that risk and the resources of the business involved. Advice to provide safety gloves to all employees may be disproportionate advice for one business but perfectly sound for another.

4. Whilst the initial application to the Panel is free and fairly straight-forward, there is always the concern that this process could become a burden for a business. If further work is required in order to clarify the issue in dispute or the matter takes time to resolve, then the resource invested may become significant for smaller businesses.

Hopefully the above questions will be answered in the coming months as the Panel's terms of reference are more clearly defined and it begins to hear complaints. Indeed, businesses in this sector will be keen to see whether the Panel lives up to the vision of Professor Löfstedt and helps restore proportionality and inform the broader debate about risk.

¹http://www.hse.gov.uk/contact/contact challengepanel.htm ²http://www.hse.gov.uk/contact/challen ge-panel.htm

page 29

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). Total cost: £13,500 ONO. 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.

CARPET, UPHOLSTERY, PATIO AND PATHCLEANING BUSINESS FOR SALE The sale includes full training and ongoing support. Twenty five years of customer base and goodwill of the north London and Hertfordshire area. Interactive website, plus a VW transporter van, fully wrapped with a comprehensive equipment list. This includes an Ashbys Enforcer 600 psi (only 6months old) and an Ashbys Ninja 500 psi (only 6 months old). For full equipment list and business details, please contact Nicky on: 07774438007 or 0208 807 3722. Please visit: www.therightclean.co.uk PROCHEM TRUCKMOUNT AND VAN Excellent opportunity to upgrade to a quality truckmount without the big price tag. 2003 LWB Transit in very good condition with FSH, long MOT, 125K miles on the clock.

Prochem Performer dual wand truckmount, with fresh water tanks, auto pump-out and all usual accessories. £5000 + vat ONO. Ring David on 01428 722551.

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@aquamasteryorkshire.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.

MACHINERY FOR SALE Gloria 5 litre stainless steal pump-up sprayer: £67.50. No VAT.Please call Steve on 07973-264783 or alternatively email: s.matczak@btinternet.com

BUSINESS FOR SALE Reputable working carpet, upholstery and hard floor cleaning company servicing both Domestic and Commercial Clients.

Currently based in Northumberland but can easily be relocated. To be sold as a complete package, which includes VW Caddy van, Steempro 2000 Powerplus HWE machine with all extras, Sebo vacuum, Numatic wet and dry vac, professional spotting kit, Rondo-Matic sprayer, cleaning chemicals and many other accessories. The sale also includes a branded uniform, website and domain names. Owner operator retiring on medical grounds.

Sale price £25,000. Please call 01434 679 303 or e-mail: info@fibrescarpetcare.co.uk for more information.

TEXATHERM EQUIPMENT 1 x EMV201 Twin 3 Texatherm / Extraction machine, 2 x 10 meter x 38mm Superflex solution recovery hose, 1 x S/Steel twin jet wand, 1 x S/Steel Upholstery tool + 2 meters whip & S/Steep connector, 1 x TC170 Rotary Machine, 1 x Tc170 Drive Board, 15 x Thermal Pads for Texathurm system ( retail for £21.00 each ), 1 x S/Steel 5ltr Sprayer with lance Vinton 8002. Can also offer training and support to purchaser and can arrange ongoing training with manufacturer.

All equipment purchased earlier this year, hardly used and in excellent condition. Ideal for use in domestic and commercial situations. Reason for sale: alternative full-time employment.

Total cost new: approximately £6882.00 inc VAT. Equipment is practically new, so looking to recover as much of original value as possible. This is a great opportunity to get a discount on some excellent equipment. Please call me any time on 07850 881135 or email on mikefolkes@hotmail.co.uk CITROEN RELAY / BLUELINE THERMAL WAVE HP TRUCKMOUNT Double your income with the latest in carpet cleaning technology. Excellent condition. 5 years young. Very low hours - just 1835. True dual wand capability. 3,000 psi.

Includes these bonuses: carpet wand, detailer hand tool, SX12, SX7 hard floor tools, turbo dryer, battery power sprayer, 2 large pump up sprayers, Geko hard floor tool and Geko hard floor wand, jet wash lance with power head, hp jet wash high pressure hose reel, Alltec spotting kit. Call Right Now on: 07711 454402.

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

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).

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 30

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.

NCCA Associate Members + Alltec Network: 01763 208222 (C/M/F/T) + Amtech UK: 0845 130 4755 (C/M) + Ashby's Cleaning Equipment: 01322 227806 (C/M/E) + Asset Finance Solutions UK Ltd: 01254 584404 (FI) + Bio Productions Ltd (inc. Stapro): 01444 244000 (C) + 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) + 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 + 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) + McGregor Lloyd (insurance brokers): 0121 706 0616 (I)

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

+ 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) + Vitec Global: 02392 666053 (C) + 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