September 2012

newslink

ncca

September 2012

The official journal of the National Carpet Cleaners Association

Features:

ŠGrosgrain by Brintons

Games With Stains Membership Restructure

Contents 03 From the editor From the President 06 Stoneman’s corner 08 Co-opted Directors 10 Proposed new membership structure 14 2012 GM - Marketing Seminar 15 Spot & Stain Removal course 16 Fun and games with stains 18 How to deal with your customers 20 The first twelve months (part two) 22 How to monitor Twitter traffic 23 New helpline for NCCA members

Published monthly by: The National Carpet Cleaners Association 62c London Road, Oadby, Leicestershire, LE2 5DH Tel: 0116 271 9550 E-mail: admin@ncca.co.uk Website: www.ncca.co.uk Editor Nikki Law Editor in Chief Keith Robertson Design Editor Nikki Law President/ Technical Director Paul Pearce Vice President/ Marketing Director Keith Robertson

24 Staff dismissals

Vice President/ Events Director Nigel Lay

26 Dealing with the aftermath of a

Member Liaison Director Glyn Charnock

Getting the best out of private healthcare

serious incident 29 Every detail counts Google Analytics Rise up from the economic gloom

Franchise Liaison Director Denise Pitt Co-opted Directors Rob Whitbread (Corporate Liaison) Martin Johns Christian Ramsey (Training) www.facebook.com/NCCAFloorCare www.twitter.com/NCCA_floorcare_

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.

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

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

page 2

From the editor

B

y the time you read this, the Carpet Cleaners Carnival will be over for another year.

The Carnival, an event primarily aimed at the carpet cleaning industry whilst incorporating its associated trades and services, was well received on introduction last year.

It's a family-focused day open to both members and non-members, along with their friends, partners and children, and successfully combines fun and festivities together with business.

We would like to thank everyone who visited, to the Corporate Members who gave up their weekend and to the local businesses who joined us, for their support and commitment to the Carnival this year. A full report will be published in the next edition of Newslink.

On a more serious subject, we have been working hard on ideas to improve our current membership structure (see page 10), a topic to be discussed at the General Meeting this year on 25th October.

The idea of the restructure is to recognise members' additional training and experience with the creation of different levels of membership. We also aim to Nicky Law introduce recognition of the training supplied by other organisations including our own Corporate Member companies.

Current members will be able continue their membership as it is now, with no additional requirements, at 'Member' level (as laid out in the proposed restructure). However, if they wish, existing members may apply to be considered for inclusion at whichever level they believe they are entitled to by applying to the NCCA office detailing the length of membership and enclosing copies of training certificates.

A full introduction to the proposal for membership restructure is published in Newslink this month. Please turn to page 10 for more information.

From the President

I

was lucky enough to attend the Paralympics and watch some really fine athletes at their best. An awe-inspiring day and one I am so glad I did not miss. However, it isn't the great athletes that I want to talk about, because that would take forever as they all were incredible.

What I really want to talk about are the volunteers.

At 5am my wife and I stepped on to the platform at Redhill station in Surrey. Aside from all the workers going to their various destinations there were at least twenty volunteers (or Gamesmakers) all in their, now very recognisable, uniforms on their way to their place of work.

Obviously there were many different parts of

London being used for the Paralympic games, but we were off to Stratford and the Olympic Park, excited and looking forward to a fun day.

Not one to be a wallflower, I interrupted a Gamesmaker listening to his ipod and reading the paper and asked where he was off to and if the train we were about to board was the right one to start our journey. Without hesitation he popped out his earpiece and chatted to us and reassured us we were about to get on the best train for Stratford, as we would only have one change. He continued to chat enthusiastically about the games and how much fun we would have. He even said Continued on next page Page 3

The gamesmakers were positioned everywhere

Continued from previous page

that the previous day was his day off and that he’d wanted to work, but the organisers insisted he rest.

He was to be at the Excel centre that day so we parted company at London Bridge and, as expected, he said with a big smile “Have a great day”.

Our next and final leg was to Stratford and so we followed the frenzied crowds and the signs to the Olympic Park when a young Games Maker spoke to us, “I couldn't help overhearing on the train that you were going to the Olympic park, follow me” she said with a big smile “this way is the best”. We made our way around the station to a different entrance and 'voila', there was the Jubilee Line.

Within minutes we were sitting down on the underground train with around ten stops to Stratford. We were then within only fifteen

minutes (walk) away from the stadium. Outside the station we were met by Gamesmakers, who greeted us with a smile and directed us to the stadium, making the whole process of travelling a pleasure.

It was now 7am and we were waiting outside the gates to get in. We could see our fabulous servicemen and women within the security tents getting everything prepared… and guess who came along? You guessed it, about twenty Gamesmakers, all being dispersed along the gates to make sure everyone was ok and assuring everyone that we would only have ten more minutes of waiting and then we would be in the park. Again, all this was done with a smile. Even going through security was a breeze with our service folk keeping up the banter and having fun with us all.

Walking across the bridge into the park was page 4

another great experience, with the Gamesmakers cheering us along. There were some in elevated chairs with megaphones cracking jokes, doing highfives with the kids and keeping the party alive.

Every single one, young or old, were making the spectators feel wanted. We were told that 940,000 people would have come through the park into the main stadium by the end of that day, and that's aside from the Aquatics Centre, Copper Box, Eton Manor and the Basketball Arena - well over a 100,000 people a day. Can you imagine keeping a smile for all those people for fourteen days or so?

We managed to stay until the end, which was around 10.30pm, after having had a fabulous day.

We then had to make our way to the train station.

Oh, and by the way, 79,998 other folk were also attempting to do the same thing.

Well, as you can imagine, outside we were greeted by Gamesmakers and the Police. There was a huge crowd out there and even some live

bands. We walked and listened to the crowds discussing how much they had enjoyed it, with the Gamesmakers guiding us through, thanking us for coming, wishing us a safe journey and so on.

Everywhere you go went you were greeted by these folk. At one stage there were around thirty of them in a line in the middle of one of the walkways high-fiving people as they were walking either side of them, a real carnival atmosphere!

There was one young lady in an elevated chair singing Downtown Train through a megaphone.

What a way to finish! We arrived home around 1.30am, totally exhausted but happy. But you know, if it hadn't of been 'Service with a smile' all day I wonder if we would have been left feeling the same way.

So, tomorrow when you go to work, think about those Gamesmakers who smiled for free and greet your customer with a smile. It makes the whole world of difference.

Keith Robertson

Stoneman’s Corner Do you believe the ‘experts’?

I

own a lovely book on the subject of walls and floors, which is full of wonderful photographs and ideas, and in it the author makes some excellent suggestions, clearly explaining the reasons for her ideas.

Her Linkedin profile explains she has published over twenty illustrated interiors, gardens and craft books. As you probably know, marketing experts constantly tell us that publishing a book sets one apart as an expert. So certainly by that criterion I think you would agree that she must be an expert in her field.

It was therefore rather disconcerting to read the following from her book, in the section dealing with Stone and Ceramic floors, “The hardest of all stones, marble and granite, are both igneous rocks, which means they were formed when limestone

was put under extreme heat and pressure, producing a crystalline quality.”

In another section, where she has set-out a list of seven floors to choose from, one of her suggestions is granite which she describes as, “In hardness, this is second only to marble.”

Under the heading of 'Flagstone finesse' she states, “Flagstones, which are usually cut from local granite give a down-to-earth feel to farmhouse kitchens.”

Wow! Three howlers. I was kind of frightened to read any further.

I am sure you have immediately noted her mistakes, that marble is not an igneous stone, that granite is not second only to marble in hardness and that flagstones are not usually cut from local granite. page 6

In the case of the statement that both marble and granite are igneous let's look at each mistake and see if there are any implications.

If we thought that both marble and granite were igneous rocks we could presume that we could use the same products when carrying out restoration work. But what would happen if we used an acid cleaner on marble? You know what damage that would cause by etching the surface.

There are many situations where marble is chosen over granite largely because of the colour range available and very often because of the effect of the natural veining within the stone.

A marble floor may last for generations but that in itself doesn't make it harder than granite. If there is truly a need to use the hardest stone available then granite would be the stone of choice.

Now what about granite flagstones? When I checked Flagstone and Flagstones in my dictionary it read: Flagstone n 1. a large, flat slab of stone, used especially for paving paths, 2. Any highly stratified, hard rock that is easily broken into slabs.

Flagstones, a pavement made from flagstone.

There are of course plenty of granite slabs.

Reclaimed granite slabs in particular are highly sought after, but they are largely used for landscaping, or in town centres, or some shopping centres.

Granite is an amazing natural material with such a

dense grain that it is both impervious to the most ferocious weather and is exceptionally stain resistant compared to other stones. If you decide to install an up-market kitchen it is quite likely the designer will recommend that you have a granite floor laid. Usually, these are tiles or slabs which are either honed or polished rather than the more rustic look of flagstones.

There are products sold under names such as Farmhouse Flagstones, which are replica poured stones rather than being natural stone, so maybe these are what the author is referring to.

As you can see it is always good practice to question the information provided by 'experts'.

Blind acceptance should never be an option.

If you really are interested in caring for stone flooring you will need to gain all the knowledge you can from a variety of different sources.

Attendance at one or two courses, whether technical or practical, will help ease you into the work involved and a cross-section of internet research will also help, but you will also need to experiment and practice.

It is also worth bearing in mind that some product descriptions can be misleading too.

Blindly following the manufacturer's instructions may not work as there can be a myriad of permutations in both flooring and the products used to care for it. Even tiles of the same material can vary, due to age and previous treatments, and not all cleaning/restoration products are of the same quality.

Practice and learn from experience and you will become a true professional in your field - equipped with the knowledge and experience to not only advise customers on the flooring most appropriate for them but to care for that flooring too.

Remember never unquestioningly follow the 'experts', because there is always a chance they might not be. page 7

NCCA co-opted Directors

A

non profit-making body, the NCCA is governed by a President and Board of Directors, drawn from and elected annually by its members. The position of Director, and indeed President, is voluntary and pays no salary.

These volunteers, who all run their own businesses, regularly give up their spare time to work alongside the office staff in the administration of Association business.

This year we have received further offers of help from NCCA members, who have now been coopted on to the Board of Directors.

These people will be put forward for the role of full Director at the General Meeting on 25th October this year:

Rob Whitbread - NCCA Corporate Liaison Rob Whitbread is 51 years old and married with three children. He runs a family cleaning company (HBS Cleaning Services) in Swindon, Wiltshire. He came into the industry in 1998 after working as a buyer, then Purchasing Director, of a company that supplied specialist hoses and catering equipment.

Since offering his assistance to the NCCA Board earlier this year, he has been co-opted as the Director in charge of Corporate Members (industry manufacturers, suppliers and ancillary companies) who were, until recently, called Associate Members.

He has since been working hard with all the Corporate Members in building stronger, closer relationships.

He says “We have many of the industry's key players in this category. Whatever you need, we have a Corporate Member who can supply it.

Between the Corporate Members, and the companies who offer NCCA members benefits and schemes, we are fast becoming a ‘One-Stop-Shop’ for all member business requirements”.

Martin Johns - NCCA Membership Liaison Martin Johns is 45 years old and married with two children. He runs Abracadabra Cleaning in Chippenham, Wiltshire.

He became involved in the cleaning industry in 2003, launching into carpet cleaning several years

later with the purchase of his first professional machine.

Keen to gain recognised qualifications and provide a high level of service, he undertook the NCCA Carpet and Upholstery Cleaning course and became a member in 2007.

Martin is concerned that the public's desire to purchase at the cheapest price often means that the service they receive is less than adequate, affecting the reputation of the entire industry.

His aim is to educate the public on the benefits of using a trained professional, even if that means they are paying a slightly higher price.

Martin will be assisting NCCA Director, Glyn Charnock, in the demanding role of Membership Liaison, a position requiring excellent communication skills.

Member referral report Since publishing a referral statistics report in last month's Newslink there have been 70 recommendations for full members provided by the NCCA. This number is made up of 33 referrals from the NCCA office and 37 potential customers contacting members direct through the website.

page 8

NEW NCCA MEMBERS FULL MEMBERS Furniture Recycling Project Angus (Angus, Scotland) Powerclean (Harrogate) Ltd (York, North Yorkshire) Select Carpet Cleaning (Liverpool, Merseyside)

Diary Dates 2012 NCCA COURSES Carpet & Upholstery Cleaning 23rd - 24th November Spot & Stain Removal 19th October Health & Safety for Carpet & Upholstery Cleaners 18th October NCCA General Meeting 25th October The Cleaning Show 19th - 21st March 2013 (Birmingham NEC)

NCCA Member Benefits + HMCA (free legal and councelling 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

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) Carpet Cleaning Technician 9th - 10th October with Adam Jankowski Odour Control Technician 11th October with Adam Jankowski Fire & Smoke Restoration Technician 17th - 18th October with Adam Jankowski Upholstery & Fabric Cleaning Technician 23rd - 24th October with Adam Jankowski

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

IICRC COURSES (NR CAMBRIDGE) Upholstery & Fabric Cleaning Technician 22nd - 23rd October with Paul Pearce

+ Adalante Merchant Services: 01628 820500

Carpet Cleaning Technician 6th - 7th November with Paul Pearce

+ Payatrader: www.payatrader.com + Control Account PLC: 01527 882901

Held at Eastby Services, Nr Cambridge.

Tel: 01763 208222 Visit: www.iicrc.co.uk for further details on IICRC Training Courses page 9

IMPORTANT INFORMATION for the NCCA General Meeting 25th October at Leicester Racecourse PROPOSED NEW MEMBERSHIP STRUCTURE

A

s an association, we have long been criticised for not recognising members' additional training and experience. We have also been asked why we do not recognise training by other organisations including our own Corporate members.

To address both of these issues, over the last two years we have been working towards a new tiered membership structure, designed to recognise length of membership, to reward and encourage additional training beyond the basic requirement of a two-day course and to raise the standard of training required to become a member of the Association. As part of this process we will be recognising training provided by the Corporate members, who submit their training courses for accreditation, as an alternative to our own two-day course.

This article explains the proposed new membership structure, implementation of which will require approval by the members at the General Meeting in October. Any questions should be emailed to admin@ncca.co.uk.

With the member's approval, I would like to introduce this four-layered Membership Structure from the 1st December 2012. This will consist of: Associate Member (The proposed new entry level to NCCA membership) Obtained by undertaking the current NCCA twoday carpet and upholstery course, or the two-day IICRC courses (the current Member entry level requirements), or a minimum of two days carpet and upholstery cleaning training run by one of our

Corporate Members, which has been accredited by the NCCA. Associate Members will also need to provide insurance documents showing treatment risk and third party cover as currently required for Members.

They will be entitled to use of the NCCA logo, with the words “Associate Member No. xxxx� beneath. Failure to adhere to this requirement regarding use of the logo will result in immediate expulsion from the Association.

Associate Members will not receive customer referrals from the NCCA website or from telephone enquiries received in the NCCA office.

To achieve Member status (the next level), Associate Members will be required to undertake a one-day Advanced Spot and Stain Removal Course. If the Associate member fails to undertake this compulsory course within one year, they will be required to sit an additional exam - for which there will be a fee - in order to be able to stay as an Associate Member for a further year, during which time they must attend this course. Should they again fail to fulfil these criteria by the end of the second year, their renewal may be refused.

An applicant with a minimum of two years previous industry experience may apply to join as a Member without first becoming an Associate Member.

Member The requirements for Member level will be; ! Two days basic training as per Associate level PLUS ! Advanced Spot and Stain Removal PLUS page 10

! Proof of third party and treatment risk insurance submitted annually on renewal of membership PLUS ! Submission of a signed copy of the NCCA Health & Safety Declaration. This will be required annually on renewal of membership for all membership levels above Associate. PLEASE NOTE; It is highly recommended that members undertake some form of certificated training in Health and Safety. The NCCA offer an industry specific course to assist members in meeting their legal obligations.

This will entitle the member to use the NCCA logo with the words “Member No. xxxx” underneath, inclusion in the 'find a member' area of the NCCA website and to receive referrals from telephone enquiries made via the NCCA office.

Members may remain at this level indefinitely if they so wish.

Once a member has two years industry experience they will be entitled to inclusion in the system for receiving insurance work through the NCCA at Member level.

Applicants with more than two years industry experience may apply for entry at Member level without the need to become an Associate Member first, provided they meet all other Member level criteria.

Advanced Member The requirements for Advanced Member level will be; ! All Member level criteria PLUS ! A minimum of two years uninterrupted membership since obtaining Member level PLUS ! One additional training course of their choice from the full list of recognised courses (to be provided).

Advanced level will entitle the member to use the NCCA logo with the words “Advanced Member No. xxxx” underneath, and entitle them to apply for TrustMark membership. (Please see further down in this article for details of TrustMark).

Any Advanced Member who wishes to join TrustMark will also be required to meet any additional criteria set by the NCCA and agreed by TrustMark.

Members may remain at this level indefinitely if they so wish.

Senior Member The requirements for Senior Member level will be; ! Advanced Member level criteria PLUS ! A minimum of five years uninterrupted membership since obtaining Advanced Member level. (A total of seven years uninterrupted membership) PLUS ! Four additional training courses of their choice from the full list of recognised courses (to be provided). A total of five additional courses beyond member level criteria.

Senior level will entitle the Member to the use of the NCCA logo with the words “Senior Member No. xxxx” underneath.

To remain at Senior level, members will be required to attend a training course from the recognised list (to be provided) every three years.

It is recommended that Senior members participate in an industry event each year and renewal forms will include a section to indicate which industry events the Senior member has attended to meet this recommendation.

Serious breaches of the NCCA Code of Practice or upheld complaints against Advanced and Senior Members may result in the requirement of additional training to maintain current status, or expulsion from the Association.

Existing Members If Members are happy with the status quo, they may continue their membership as now, at Member level, with no additional training requirements.

Current members without Advanced Spot and Stain Removal will not be forced to undertake this Continued on next page page 11

Continued from previous page

training to maintain their member status.

However, they will be asked to sign a copy of the NCCA Health and Safety Declaration on renewal.

We would hope all members will embrace the new membership structure, continue training and use the new system to promote their professionalism, training and experience.

Existing members may apply to be considered for inclusion at whichever level they believe they are entitled to by applying to the NCCA office detailing the length of membership and enclosing copies of training certificates. A form will be provided for members to complete for consideration for Advanced or Senior member level.

Advanced level entry requirements will be; ! Two years uninterrupted membership. ! Advanced spot and stain removal. ! Health and Safety requirement as for Member level above. ! One additional training course of their choice from the list of approved courses to be provided.

Senior level entry requirements will be; ! Seven years uninterrupted membership. ! Advanced spot and stain removal. ! Health and Safety requirement as for Member level above. ! Five additional training courses of their choice from the list of approved courses to be provided.

Advancement between membership levels Advancement between membership levels will be permitted only at renewal of membership on the 1st of April each year.

A form to apply for advancement between levels will be provided with renewal documents. Any member wishing to advance between levels at renewal will be required to complete the form and provide proof of all required criteria for the level for which they are applying by the 1st May, along with payment. Failure to do so will result in the member remaining at their current membership

level until the next renewal date.

Approval of External Training As part of this process, the NCCA will be approving Carpet and Upholstery Cleaning courses run by some of our Corporate Members. These courses will be assessed and monitored to ensure they cover the required syllabus in these subjects and that the candidates reach the appropriate knowledge levels by means of an NCCA examination.

Our aim in introducing this system is to broaden the number of people eligible to become members of the NCCA, whilst not just maintaining but improving the standards required for membership and ensuring the future strength of the Association. This will enable us to promote the professionalism of our members to the general public, insurers, the cleaning industry, government and commerce, bringing benefits to all the members.

TrustMark The TrustMark Scheme is a government endorsed scheme for approving tradesmen. Their website receives some 300,000 hits per month from members of the public searching for approved companies. Currently aimed primarily at the building industry, TrustMark are widening the number of trades they approve, and the NCCA have been awarded the task of setting the criteria required to become a TrustMark member in the category of Carpet and Upholstery Cleaners.

TrustMark membership will only be available for Members of the NCCA with at least two years industry experience and the required criteria regarding training. More information regarding TrustMark membership will be provided in the near future.

I hope you will all see the potential benefits of this new membership structure to your own businesses, the NCCA, and the industry as a whole and vote for the introduction of these changes at the forthcoming General Meeting. page 12

2012 GM - marketing seminar

I

t was 1985 when singer song writer Billy Ocean first recorded "When the Going Gets Tough, the Tough Get Going". The song, which reached number one on the UK Singles Chart for four weeks in February 1986, is also remembered from the soundtrack of the movie 'The Jewel of the Nile', starring Michael Douglas, Kathleen Turner and Danny DeVito and from some more recent cover versions including one by a well-known boy band.

It's an interesting quotation as it can be taken in two different ways, either that when the going gets tough, the tough leave, run, desert, disappear or that the tough are prepared to fight back or at the very least to ‘tough it out’.

Have you found business tough over the last two or three years? Many have and many apparently experienced and tough operators have disappeared.

You are still here but are you just toughing it out or are you fighting back?

To help us to take on the marketplace we have invited the UK's top Carpet Industry Marketing Expert to join us at the 2012 GM. Robert Saunders, who has recently left the manufacturing/supply company he founded to concentrate on assisting Carpet Cleaners achieve more from their businesses, has agreed to offer some straightforward practical advice.

Robert has been frustrated at the tendency of carpet cleaners to talk about what they are going to do but constantly failing to implement even some of the simplest ways to guarantee success. He has often said, “It is one thing to analyse a problem to death but entirely another to solve it.” If you spend only a few minutes in his company you will soon appreciate that his life's ambition is to help as many as possible to develop both a lucrative business and happy lifestyle.

Don't miss this opportunity. Robert will provide three free strategies which, if implemented correctly, will make a big difference to the profitability of the bottom line.

He will also outline the benefits we can receive by making use of a coach and he will briefly outline page 14

Keith Robertson

what options there are if you want further help to grow your business.

The phrase “When the Going Gets Tough, the Tough Get Going” wasn't originally created by Billy Ocean but is attributed, perhaps falsely, to Joseph P Kennedy, the father of John F Kennedy and one time US Ambassador to Britain. More likely, it is a quote

by Knute Rockne, a Norwegian-born American football player who became better known as the Notre Dame Football coach of the 20's. I don't know about you, but it seems to me that it would be much more likely that a Football coach would create this quote rather than a politician and certainly I would prefer my business to operate like a successful football team rather than a political party.

We can't guarantee that you leave the General Meeting singing, "When the Going Gets Tough, the Tough Get Going" but you will come away in a better position to do more than rough it out or endure.

You won't receive any benefit unless you are there, so plan now to attend the GM and learn how to thrive not just survive.

NCCA Spot and Stain Removal course Spot and stain removal is still a genuine craft and requires a higher degree of skill and knowledge than almost any other process undertaken by the professional carpet cleaner.

The NCCA have a keen interest in ensuring there is an increasing supply of trained and qualified technicians and offer a course dedicated to spot and stain removal.

The idea of the school is to assist in understanding the item/s being worked on, identify the stain and establish the chemical solution to be applied. It will also teach how to determine the expected results, not forgetting that complete removal of a stain should never be guaranteed.

The course delegate will use his or her own spotting products on the prepared samples,

which will be handed out during the training.

They will not just be taught how to remove the soils, but also how to do it without causing further damage to the samples. There is nothing worse than removing the stain only to leave the client with a felted or fuzzed surface.

Each delegate will also receive a course manual and three spotting tools to be used on the day, which can be taken home to use again.

So come along and learn the A.B.C of stains and how to identify spillages using F.O.C.A.L, along with the five methods of removal. As a carpet cleaner this is an important part of your job so DON'T MISS IT! The next course is held on October 19th and is open to both members and non-members.

Fun and games with stains

W

e really are a clumsy lot aren't we?

Everyone spills a drink from time to time or drops toast and marmalade, sticky side down of course, onto a carpet or three piece suite. Not that I'm complaining mind you, because the more our customers spill the more chances we have of a job. One of my sayings is 'Children and pets are good for business'.

The problem is that professional cleaners are not usually foremost in the thoughts of the customer during the initial stages of panic.

The most common drinks that we seem to spill are tea, coffee, red wine and beer. You would think that after years of practice we would have perfected the art of transferring liquids from our hands to our mouths wouldn't you, but no, apparently not!

Tea and coffee can create some challenges for the professional cleaner. The first thing to do when faced with these sorts of stains is to complete a

Derek Bolton (Honorary Member)

survey. The natural dyes (tannin) contained within tea and coffee can differ depending on whether the drinks are decaffeinated or flavoured (these can be more problematic to deal with than the tannin); whether they are lukewarm or hot and whether they contain sugar and milk. Dairy products (specifically the protein element) become more difficult to deal with the longer they are left in the substrate, the sugar content caramelises into a hard deposit.

Hot tea and coffee will penetrate deeper into the substrate swelling the fibres and exposing dye sites into which the staining material will go. The fibres then cool trapping the stain in the dye sites making it more difficult to remove.

To deal with these spillages effectively we must establish what fibres and constructions are present. Natural fibres, you will recall, are more absorbent than their man made cousins, the synthetic fibres. They can also be more easily page 16

damaged by spot and stain removal processes than synthetic fibres. The more delicate fabrics such as Velvet or Chenille are difficult to treat without causing texture damage.

Viscose Rayon (regenerated fibre) should be classified as a Natural fibre and special note should be taken regarding its specific peculiarities, i.e. it loses significant strength when wet, fibres will swell and the appearance will change due to either abrasion and/or light reflection.

Thoroughly INSPECT the item/fabric you are going to work on, this means the fibres and construction including any backing materials. Discover what the stain is, how long it's been there and more to the point what has already been done in an attempt to remove it. Don't forget our customers can sometimes be economical with the truth.

QUALIFY with the customer as to what sort of

result may be achieved (don't guarantee to remove it completely) and inform them what risks are involved.

TEST all products in an inconspicuous area before the actual work goes ahead.

CLEAN the whole area first as many spots will come out, or at least lighten, from this process and this will reduce the intensity of the stain removal product that you will require on any residual stains.

Deal with any remaining stains carefully. Use products with particular note to the limitations imposed on you by the fibre type and construction.

Don't forget to check backing materials for potential colour bleed/migration.

When you are pricing the job, bear in mind that some stains can take as long to deal with as cleaning the whole carpet/chair so any price quoted must reflect this.

page 17

How to deal with your customers Cecil Aigin (Honorary Member)

D

uring your career you will inevitably encounter some difficult customers.

Some will express dissatisfaction for the service or goods you provide when they have no reason to be discontented.

Then there are those who may have cause to complain but, even when the problem has been resolved and apologies made, they are determined to continue to air their grievances.

Occasionally we encounter clients who are unable to make up their minds. They will prevaricate endlessly, requiring more information and assurances and are unable to reach a decision.

The list is endless but, every circumstance has one thing in common, they all require us to possess limitless patience and calmness.

It may well be that our initial approach put them on their guard and we, unwittingly, turned a

potentially cooperative client into the exact opposite.

We must all admit that, on occasions, our personality can change because of a restless night or a previously difficult situation and, as a result, we thrust our frustrations on to the next person we meet.

As professional carpet cleaners, we take great care to learn our trade by attending technical training courses. But, do we take time to study and pay attention to the psychology of our own attitudes and those of our clients?

This understanding is something we learn as we go along. We accumulate knowledge about customer relations by experience and we react to situations and individuals intuitively.

However, because we are only human, outside influences may compromise our best intentions page 18

and we may, even momentarily, 'lose our cool' and then it's too late.

A straightforward lucrative job will become a problem and a potentially easy going client may become intractable.

Consequently, we should take a deep breath, recover our composure and allow the stress of a traffic jammed journey and other irritating situations to dissipate before pressing the door bell or picking up the phone.

It is essential to smile when we meet a client or answer the phone. Even on the phone, a smile is conveyed to the other end of the line and you will notice the difference in your own attitude and that of your client.

On every occasion be relaxed and convey a cooperative attitude. By doing so our clients will be equally at ease and potential difficulties will be diffused from the outset.

I've heard it said that “difficult clients do not exist, they are created”.

“Well, we don't agree with that”, you might say.

But at least, the concept gives us pause for thought.

We should always listen patiently to our client's requirements. In the case of complaint you need to understand their concerns and explain how you intend to correct the situation. An unsympathetic, “you've got no reason to complain” will not resolve a difficult situation. Never break into your client's conversation, wait until they have said all they have to say before responding and be careful to make due mention of what they have said.

Acknowledge that you understand them.

When dealing with 'can't make up their mind' clients, make suggestions and recommendations and explain how these will meet the needs they have described. Lead them to a decision point by point.

Difficult clients are one of our greatest challenges but with patience and understanding we can resolve most situations in a satisfactory manner, and what a wonderful feeling it is to emerge on the other side, unscathed.

page 19

The first twelve months (part two)

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hrough submission of his journal entries, last month NCCA member Peter Rowan regaled us with tales of trials and triumphs during his first few months as a carpet and upholstery cleaner. This month you can continue to read about Peter's experiences as he concludes the journey through his first year in the industry.

October 20th I've completed an IICRC Stone course! I wish I'd done some Geology at school, it would've come in handy!

November 8th I travelled to Nice for three days to assist in the grinding of 150m² of green limestone in a £3m villa. The floor was in a terrible state and the new owners had embarked on a full restoration project. It was hard work and another steep learning curve, but I did learn how to use metal

Peter Rowan (m2414)

and resin bonded diamonds to remove lippage and leave the floor looking like new.

Nov 20th Visited Pescara, Italy, for three days to attend training put on by Klindex, who are manufacturers of top end diamond grinding machines - amazing kit, capable of getting great results. I just wish I could afford it!

January 28th Attended a one day course on internet marketing. I nearly didn't go but I'm glad I did because I learned a huge amount and now feel confident to put theory into practice. It took some of the mystery away for me. I'd assumed that much of this type of marketing should be left to the professionals which it transpires is not true.

March 15th I went to Dallas for the first part of the Master Rug Cleaner programme. It was held in Ellen page 20

Amirkhan's 18 000sq ft dedicated rug plant and was quite something!

As ever with courses, I met some interesting people. There were fifteen people on the course fourteen Americans and me. I think there is a big opportunity in the U.K. for doing a great job cleaning rugs 'off-site', whether that's converting a double garage into your wash pit/drying area (that's me) or dedicating part of a unit (if you're lucky enough to have one) into a specialised rug cleaning area. I'm due to go back and finish the course in October. I’m looking forward to it.

May 16th Attended a commercial carpet cleaning course. A real eye-opener in terms of what is needed to pitch for jobs, with the different systems available and the endless paperwork to be put in place!

General thoughts/observations over the year: I included some examples of a few of my cleaning disasters in last month's Newslink, but I'm glad to say that things have improved along the way. I did wonder if there was any mileage in somebody running a one-day course on 'disaster avoidance' but, on reflection, this is probably best learnt from your own experiences.

My decision to undertake a high level of training in the first year was a good one. Not only did I improve my technical competence, but the courses provided ideal networking opportunities and I have already benefitted from many of the contacts I’ve made.

I have been really impressed with the generosity of spirit and camaraderie within the industry. I have received assistance and advice from more established cleaners on many occasions.

For what it's worth, my advice to anybody entering the industry would be to attend as many courses as you can in your first

year. Also, I would advise people to join the NCCA. I've been amazed at the number of cleaners I've met who are not members and who cite a whole variety of reasons for not being so. All I can say in response is that my membership fee has been returned many times through work obtained either as a direct or indirect result of membership. Not to mention the many other benefits, e.g. the monthly magazine, support and networking, discounted schemes, access to the various directors for advice etc. It's a 'no brainer' for me.

Also, be prepared for long hours wearing many 'hats'. Namely, technician, marketer, book-keeper, admin etc‌ As Michael Gerber says in his classic book 'The E Myth', the constant battle between the technician, the manager and the entrepreneur!

Go out and quote every job. It's hard work, yes.

But people buy from people. It gives you the chance to add value to the quote whilst at the same time demonstrating why you should be the preferred choice. Collect video testimonials. Make short movies of your cleaning processes. 'Wow' the prospect at the point of the quote and turn them into a customer!

There is little doubt that, once a degree of technical competence has been achieved, the most important thing is to become proficient in the art of self promotion. Getting this right early on will pay enormous dividends. Embrace all aspects of marketing, including online, direct mail, referral and networking. I had next to no knowledge of marketing twelve months ago and now realise how powerful it is in dictating future growth.

It's been an interesting year, very hard work, with lots of lessons learned. It's been incredibly stimulating, certainly never dull and all served with enough tea to sink a large boat! page 21

How to monitor Twitter traffic

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ave you ever wondered just how effective your Tweets are? If you have, we can recommend just the free tool for you to use. All you need to do is sign into your Twitter account. Once you have done this go to www.bitly.com. What this free website does is recognise your Twitter account and then drills down into the data on a Tweet by Tweet basis. By having this information to hand you will be able to see how many of the people who saw your Tweet then clicked onto it for more information. This sort of information is just as useful as the information Google Analytics provides about your website, or that which Facebook provides to the administrator of your business page.

You are able to use the information to see what sort

www.sitewizard.co.uk

of Tweets, posts and updates to your website affect the way people react to the information you are providing your followers, fans and potential clients with. If you run a Tweet with a special offer and a high volume of people click on this then you know to repeat the offer again, especially if it generates some much needed business.

With all of these free resources available to market your business online and with the ability to analyse the data, all you need to do is use this to the best of your ability and Tweet, post and update to ensure that you stay ahead of your competition.

If you would like help analysing and translating the data about your website and Tweets please visit www.SiteWizard.co.uk/ncca page 22

New helpline for NCCA members

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he NCCA have teamed up with HMCA to offer a legal and counselling helpline and a range of medical health cover and related products.

Hospital and Medical Care Association are specialists in offering voluntary benefits exclusively to members of professional and trade associations and membership groups. They have over 30 years experience dealing with over 700 Associations in delivering first class service at highly competitive rates. They do not deal with the general public and

do not advertise nationally.

This simply means that they can continue to offer reduced costs coupled with first class service.

To access the Legal and counselling helpline simply call 01206 366500 and quote 'NCCA'. Calls charged at national rate.

Please note that the Amicus Legal Helpline is no longer available to NCCA members.

Getting the best out of private medical health

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he majority of NCCA members will be aware of private health plans, and will more often than not question if they really need it when they receive their annual renewal every year. In most cases, the answer will be no, but the knowledge that it provides you with peace of mind when faced with a medical problem will encourage you to keep it. The next question you ask yourself is can you get it cheaper, and then you start to hunt out other providers on comparison sites and by trawling through adverts, which in all probability will make you wish you had not started.

The truth is that trying to compare medical plans is nigh on impossible because of the various clauses, jargon and rules that apply to different providers and plans. Do you want in-hospital and overnight stays, or in-hospital outpatient cover and choice of hospital? You will be inundated with moratoriums (legally authorised period of delay or waiting), excess, and so on. You want simplicity and a full understanding of what you are buying. In order to try and simplify the process for you, the first step towards getting a plan is to make a list of what YOU want from your plan and one that best suits you, your state of health, lifestyle and cost.

If you spend a lot of time abroad or have sporting hobbies, you may want to consider a plan that covers you for travel and interests. What if you want to change from your current plan, does your potential provider offer you a free Transfer facility

which has no breaks in your cover? Once you have made your list, you can start to research and compare the various providers and plans. A good tip is to balance what you need with the amount you want to pay.

One of the key factors of taking out a private medical health plan is to give you peace of mind when faced with the prospect of surgery or a medical condition. We interpret peace of mind as being able to talk to your provider about any concerns you have and being treated in a personal, sympathetic and professional manner. The last thing you want is to be connected to an automated service and pushing buttons to get through to someone.

Ok, so you have done your research and are now deciding who to choose. Quite simply, pick up the phone and call each provider. Speak to their Claims Department and assess their handling of your enquiry. Having to claim on your health plan is the reason for joining. You need to know how their system works, including how approachable the staff are, what the claims procedure is and how quickly will your claim be settled.

These few simple steps can help ease the stress of taking out a private medical health plan, and bring you the peace of mind that prompted you to provide it for yourself in the first case. You can call HMCA on 01423 866985 for further advice and information or visit us at www.hmca.co.uk. page 23

Staff dismissals

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Robert Downes (Forum of Private Business)

hatever the business, dismissing a member of staff can be a tricky situation. Put one foot wrong and you could land in a tribunal situation.

No wonder then that a recent report has reported it as the number one legal concern for business owners. If you're in the unfortunate position of having to dismiss a member of staff, there are strict rules you need to follow.

As unemployment figures continue to rise, so there has been a corresponding increase in the number of cases of unfair dismissals being brought before employment tribunals.

New rules came into force in April 2012 that will hopefully reduce the number of tribunal claims brought in reaction to dismissals, but this doesn't mean that employers should rest on their laurels.

So, what are the risks? Any employee who feels that they have a reason for disputing their termination of employment, which may have been

achieved by means of redundancy, discipline or constructive dismissal, may seek to claim financial compensation from their former employer.

As it stands, the legal system allows no-win nofee court actions, which are extremely time consuming and costly to defend even if the employer is able to successfully defend the case.

This also results in settlements being made out of court regardless of the rightfulness of the case many employers cannot afford the time and effort required to compile a case for the tribunal.

An employee has to have worked for you for a year to be able to bring a claim against you, but this increases to two years for people who have been hired since April. Plus, the employee will also have to pay to bring the claim to court, something that is expected to reduce tribunal cases by around 2,000.

However, you should be aware that employees of any length of service can, and will, be able to page 24

bring a claim for automatic unfair dismissal if they were dismissed or unfairly selected for redundancy, for exercising their employment rights and in situations of discrimination - a full list is contained in our Employment Guide.

To limit your chances of a claim being brought against you, there are steps to follow. The first, and golden rule, is do nothing until you have taken expert legal advice. If you are in any doubt about what you're doing, seek professional legal advice. Make a rash decision at this point and the chances are you will fall foul of stringent employment laws.

In the event that an employee's conduct falls below an acceptable standard, always instigate the correct disciplinary process as stipulated in their contract of employment, followed and supported by the correct paperwork.

Always keep a paper trail. Most cases which fail at the tribunal stage do so because despite the required outcome being correct, the paper trail of evidence is flawed or the management of the

event has been incorrectly handled. This means ensuring all your employment records are up to date and fully documented.

The most important piece of paperwork that you can have for each employee is an up to date contract of employment, supported by a staff handbook.

Acting fairly is another ‘must’. Rules regarding staff conduct apply to all employees. For example, if one member of staff is let off with a simple verbal warning for persistent lateness, another member of staff could not be officially disciplined for the same indiscretion. Tribunals take a dim view of this type of behaviour.

Also, do not be tempted to react to a situation in a manner that may damage any prospect of successfully implementing the sanction you wish to impose. So even in what may appear to be a clear case of gross misconduct, you cannot dismiss an employee without due process. That means: “Get your things together and don't come back,” cannot happen.

page 25

Do not panic - Dealing with the aftermath of a serious incident Robert Downes (FPB)

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usinesses don't always want to think about what they would do if the worst happens. However, it is important that you are prepared in the unlikely event that an individual is seriously hurt as a result of your operations. Often, the actions taken in the first few hours and days following an incident will dictate how the matter progresses in the weeks and months to come. This is not an advertisement for engaging lawyers without thought, but a guide as to those simple steps that any business should consider.

Communication One of the key factors to sound crisis management is proper communication. Firstly, employees and contractors within your business should know who to contact in the event of an emergency. This contact should be available 24/7 by mobile phone and can act as a point of contact to co-ordinate any response.

The next step is to ensure that the injured party's family is contacted. Having up-to-date contact details for Next of Kin is therefore crucial. In the event of an injury, steps should be taken to contact a relevant individual and calmly inform them of the situation. This needs to be carried out sensitively and following strict checks to ensure the facts reported are correct. In the event of a critical injury or fatality, the Police should be instructed to make contact as they are properly trained to do so.

Beyond informing individuals, communications generally should be kept to a minimum. With today's social media, gossip and speculation can spread very quickly and can cause concern among the workforce and family members, as well as acting as good fodder for any investigating authority. One simple way of avoiding gossip is to keep individuals informed; there is nothing wrong

with providing neutral updates to the workforce and expressing regret for what has happened.

Following an incident, employees should be made aware of the appropriate channels for communication in the event there is important information to divulge; otherwise it should be 'radio silence' on the matter.

Evidence It is important that evidence is gathered as soon as possible following an incident, including the witness statements discussed below. The information gathered will be relevant in any subsequent prosecution, personal injury claim, disciplinary action, or simply to understand how to prevent a recurrence. Evidence can quickly be lost if not captured; especially where employees are working at third party sites.

Photographs can often be a useful piece of evidence and something that can be gathered efficiently with the influx of camera phones now page 26

available. Any documentation should also be collected together and held centrally. Those documents required for the ongoing safe operation of the business (such as checklists, instruction manual, competency cards, etc.) should be copied and the originals returned.

Investigating authorities Following serious incidents, the Police may attend the scene in order to carry out an investigation. It is also likely that the Health and Safety Executive will attend. Both authorities have varying powers of entry and evidence seizure.

Whilst you must not obstruct the authorities, it is advisable to engage with them in order to better manage the investigation process. Your expertise may be required in order to make an incident scene safe; this should always be done. However, you need to be aware that incident scenes should not be tampered with.

The authorities will want to speak with

individuals in order to build a picture of the accident and the surrounding events. If individuals are due to be spoken to, try to work with the authorities and arrange interviews the next day so that the individuals can have time to calm down and collect themselves. It is also important to understand the capacity in which individuals are being interviewed; whether as a suspect or as a witness. The rights of an interviewee (to legal representation, etc) will vary depending on the type of interview so understanding this at the outset is crucial.

Where statements are taken by the authorities, ask if copies would be available. More often than not, copies will not be provided until after the investigation is complete (which is likely to be a number of months, if not years). You should therefore seek to take your own statements from individuals whilst the events are relatively recent.

Continued on next page

page 27

Continued from previous page

Further down the line, and more likely a few hours after the incident, the authorities will request to see relevant documents. By engaging with the authorities early, you will be in a position to understand those documents they want to see and then arrange for them to be copied and provided in a controlled and recorded fashion, rather than a sporadic drip-feed with no real control.

Lawyers Beyond obtaining expert third party advice, the benefit of instructing lawyers is that actions taken under their instruction (in order to advise the business on legal liability) will be legally privileged.

Whilst documents created before the accident are fully disclosable to the authorities, documents drafted with the dominant purpose of obtaining legal advice cannot be viewed or seized; allowing frank and open conversations about the causes of an incident without the fear of them being used against the business.

It must be appreciated, however, that legal privilege cannot act retrospectively and is easily lost if purported privileged documents are distributed too widely (beyond six people) or documents are created without the intention of seeking legal advice; artificial attempts to invoke privilege will be challenged by the authorities.

Conclusion Ultimately, if a serious incident leads to a prosecution by the HSE or Police, the case will not reach Court for at least a year. Without proper management in the midst of a crisis, your business will not know what documents were provided, who spoke to the authorities and what they said and whether there is any suspicion of wrongdoing.

Simple steps taken calmly during the immediate panic of an incident will lead to long-term benefits; ensuring the welfare of those employees involved in an incident, preventing any repeat and being in the best position to respond to any subsequent formal action.

page 28

Every detail counts In a recession every detail counts. Your appearance could be the deciding factor on whether you gain or retain a job. If you are scruffy and have poor personal hygiene it may be enough to tip the balance and have your potential customer choosing another company over yourself.

Do you think carefully about the clothes you wear for work? Denim jeans may be practical for odd jobs and shopping, and may well be your own 'style' but for many decision makers, ie your prospect, they may well be that little bit too casual. Also remember that a pair of blue jeans may cause permanent dye transfer when in direct contact with damp carpet or fabric.

You may not like them but polyester trousers are practical, maintain their colour through many laundering cycles, the knees don't fade and they dry quickly if you get some overspray on them.

Google Analytics Knowing the footprints of the visitors to your website is invaluable information. It can ensure a good website evolves into a great website and reaches its full potential.

Google Analytics provides a fantastic insight into where your traffic comes from and its pathway through your site.

One of the many tools Google Analytics boasts is reporting how long your customers have spent on each page. This is a good indicator of how well each page is being received and presents the opportunity to make positive changes if necessary.

It also has a feature called a bounce rate and if you are looking at the figures for the home page of your website and the bounce rate is over 50% then you need to take a look at the design or content on your home page. A bounce rate is the number of visitors to your website that don't go further than the home page.

Rise up from the economic gloom Rather than seeing the continuing economic gloom as bad for your business, have you thought about the positive affects this has on our industry?

As the economic situation continues, due to the inevitable prolonged reduction in disposable income, some customers have started to restore rather than replace flooring and upholstery.

The fact that many customers have been forced to change their spending habits in this way is a good thing for the cleaning and restoration industry, but it is worth noting that at the same time client expectations have also been raised considerably. Many cleaners are having to work doubly hard to prove their worth to customers, who are understandably reluctant to part with their hard earned cash, and want assurance that they are 'getting what they are paying for'.

So, how has the current economic climate affected your business? Are you struggling to make ends meet or snowed under with work? If business is booming, have you any words of wisdom you can share? And just how much of it comes down to how you market your business?

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 signwritten white Fiat Ducato Turbo Diesel van (less than 5 years old - mileage 41,000). Must be bought as one lot - will not be sold as individual items. Total cost: £10,000. Phone Mike on: 01443 492455 or mob: 07881 807436.

EQUIPMENT FOR SALE Prochem 250 ft vacuum hoses for truck mount £150.00. Chemspec hose reel for truck mount plastic £200. Prochem sadle tank for truckmount 227 litre/60 gallons - £300.00. Chemspec pile lifter hoover £800.00. contact aquadriinfo@btconnect.com for further information or contact andy on: 07970 544806.

EVERYTHING YOU NEED TO START CLEANING CARPETS, UPHOLSTERY AND CURTAINS. Top of the range Ashbys Ninja 400psi portable hot water extraction machine with built in hot solvent system. Full sleeved high pressure V2 hose sets, twin wand, Kleenrite upholstery tool- Viton stem, stair and crevice tools. Sebo vacuum BS36, Sebo duo pretreatment agitator, Hurricane pro air mover and chemicals, plus many more items. Also a Citroen Dispatch LWB 2007 in excellent condition. Equipment - £2750, van - £4000, together - £6250 (no vat).

Contact: seanhanly1@hotmail.co.uk Telephone: 07411 769559.

MACHINERY AND EQUIPMENT 3 Ozone plates 4'' x 6'' to fit Jetazone 600 ozone generator - £15.00 for the 3, plus £5.00 p & p.

Chemspec stainless steel 4 jet floor wand in good condition - £300.00 plus delivery charge if applicable.

Please phone Pete Collins on 07885804560.

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

Call Keith on 07734 144409 (Kent).

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).

VACANCY & BUSINESS OPPORTUNITY Experienced full time Carpet and Floor Care Technician required. Own van and equipment would be an advantage but not essential. Good business incentive package (profit share or buy in). Area coverage M4 corridor from Bristol to London. Apply by email to glynn.norcutt@gnccontractservices.com with full CV, etc.)

BUSINESS FOR SALE Small, well established carpet, hard floor and upholstery cleaning business based on the London and Kent borders. The package includes a 57 plate Vauxhall Vivaro LWB Van with 53k miles on the clock, Prochem Blazer GT Truck Mount machine with only 270hrs on the clock, established interactive website (which had SEO programme last year), chemicals, turbo drier, 250 feet of solution and suction hose and van mounted hose reels, together with a property maintenance company name, website and promotional materials. Contact telephone number 020 8309 6517. Sale price: £18,000 O.N.O. EQUIPMENT FOR SALE Ashby's Ninja extraction machine 135 psi, 2 hoses, 2 carpet cands, upholstery tool, 1.5 hp Hurricane Pro Air Mover. Victor 400 floor buffer. Plus a selection of carpet and upholstery cleaning equipment, including a Prochem spotter kit, tarpaulins, grooming brushes etc. Ideal as a 'starter' kit. All items in excellent condition, for full list please see our website, http://www.regiscleaning.com/ Please call Regis Cleaning, on 0208 677 8031 or email:info@regiscleaning.com MACHINERY & EQUIPMENT - ACCESSORIES Dri-Eaz Dehumidifiers, Turbo Dryers, Instruments and Accessories. Host 'Dry Extraction Cleaning System' Machine and Accessories. For a complete list Please contact Jason on: 07580 182 325 or email: info@restoration-direct.co.uk TRUCKMOUNT AND VAN Hydramaster Boxer 421 Truckmount fitted in a Ford Transit van model 115 T350. Both in good condition.

Taxed November 2012. MOT July 2013. Price includes all hoses, wands, shelving, Inline filter, safety ramp & other items - £10,500 or nearest offer. Photographs available. Sale due to retirement. Email: office@smbanbury.com Mobile 07917834836.

MACHINERY AND EQUIPMENT Portable recycling machine CFR Cascade 20, 1000psi, 75hrs on clock Wonder wand 2 jet, 33' Hide a hose.

Original cost £3900. Will sell for £2500 + vat. Call Liz / Mark 01934 750977 CITROEN RELAY HDi LWB HR + TRUCK MOUNTED CARPET CLEANING MACHINE VAN: Year-56plate. Miles-38453. TAX-End March 2013. MOT Due-August 2013. Serviced March 2012.

TRUCK MOUNT: Chemspec 860 High Heat. Hours2537.5hrs. This was Chemspec's largest and most powerful petrol truck mount. The same was used as their demonstrator mounted on a trailer. It is designed as a dual wand system so a 2man team can work continuously at impressive distances if required, but equally can be run as a simple wand system. The machine is mounted on the vehicle complete with: large waste tank, large capacity clean water tank, retractable hose reel for easy filling, fuel tank, chemical shelf, 5 x 50' Extraction Hoses on van mounted reel for easy set up, 5 x 50' Solution Hoses on van mounted reel for easy set up, 3 x Large Carpet Wands 1 x Hand Tool, 2 x yellow/black hose pavement ramps, chemical tanks. We have it set up so you can have up to 4 different chemicals ready to go and can simply be switched from one to the other without moving/switching tanks.

We have also invested and have installed an Eberspacher cab heater (http://www.eberspacher.com/products/airheating/) which allows the back of the vehicle to be kept warm overnight during the winter months if the vehicle can't be garaged. This runs independently from the engine.

Cost: £10,750+VAT. Contact Peter Booth on: 01553 762762.

TRUCK MOUNT Banclene truck mount complete with base unit, stainless steel 80 gallon recovery tank, 100 gallon solution tank, 150 feat of Vaccuum/solution hoses, floor, stair and various upholstery hand tools, inline heater and misc parts etc.. The van has been sold seperately. Selling due to retirement and will consider the highest offer. Call Derek at Aquamaster on 01845 537640 - mobile 07976 218304 or email derek @aquamaster-yorkshire.co.uk

NCCA Corporate Members + Allied Insurance Services Ltd: 0844 8156211 (I) + Alltec Network: 01763 208222 (C/M/F/T) + Amtech UK: 01444 232211 (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) + Columbus Cleaning Machines Ltd: 01772 426527 (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) + Mailboxes Etc: 01628 633336 + McGregor Lloyd (insurance brokers): 0121 706 0616 (I) + Nu Life Stone Care Ltd: 0161 480 7284 (M/C) + Oates Laboratories (Europe): 01772 433711 (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)

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.

+ Truvox International Ltd: 02380 702200 (M) + Woodbridge Comercial Ltd: 01279 422220 (C/M) C - Chemicals / M - Machinery / W - Wholesalers / Fr Franchises / I - Insurance / K - Marketing / T - Technical Services / F - Fire Retardents / A - Auxiliary Services (Restoration Cleaners) / E - Supply/Repair of Curtains and Blinds / Fi - Finance

page 31

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

e dby o o g n Say ake ta f to ains! st

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

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