Is Your Carpet Cleaning Business Run by a Professional or an Amateur?

Are you a professional or an amateur in your carpet cleaning business? What is the difference between a professional or an amateur in your business? I see a lot of ads and web pages for carpet cleaning companies that claim their company is composed of trained professional carpet cleaners and cleaning technicians. All of our team members are insured, trained and certified professionals”. Are they really professionals or are they pretenders? Here are three interesting quotations about professionalism that illustrate well the difference: Every professional was once an amateur.” — Alexander Pope (May 21, 1688 - May 30, 1744) is regarded as one of the greatest English poets. Stephen Covey: “The amateur salesman sells products; the professional sells solutions to needs and problems.” - Stephen R. Covey (2013). “The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change”, p.256, Simon and Shutter. “The difference between an amateur and a professional is in their habits. An amateur has amateur habits. A professional has professional habits. We can never free ourselves from habit. But we can replace bad habits with good ones.” – Steven Pressfield (an American author of historical fiction, non-fiction and screenplays). Here are two interesting definitions that may help answer illustrate the difference: “Professionalism: the conduct, aims, or qualities that characterize or mark a profession or a professional person.” - Merriam-Webster* “Professionalism most commonly means the state or practice of doing one’s job with skill, competence, ethics and courtesy.” - Dictionary.com What are some characteristics of a true professional person? A true professional is someone who takes pride in their work and is always willing to go that extra mile for their customer. Putting that little extra will show your customers that you are the best one for the job and will result in their recommending you to their friends! Professionals are reliable and they keep their promises. If they say they’ll arrive between 10 and 11 at the customer’s house, they will be there on time. Genuine professionals exhibit a professional image. Professionals look the part – they don’t arrive at the customer’s house sloppily dressed, with unkempt hair. They’re polished, and they dress appropriately for the situation. They have good phone etiquette. Professionals are ethical and honest. Professionals minimize the use of slang and avoid using inappropriate language. Professionals take pride in their work. Professionals are dependable and keep their commitments. They do what they say they will do and don’t overpromise. Professionals don’t make excuses, but focus on finding solutions. Professionals strive to become experts in their field, which sets them apart from the rest of the pack, by taking courses, attending seminars and attaining any related professional designations. Professionals understand the importance of maintaining their composure and staying calm in all situations. How your carpet cleaning company’s professional image can set it apart from your competitors in our highly competitive industry: Your cleaning vehicle should show that you are a professional carpet cleaning company: A CLEAN, well-lettered truck in someone’s driveway is not only good advertising; it is a testimonial. Be sure your rolling billboard (truck) is clean, neat and well marked! Your cleaning Truck must be clean and well lettered for customer security and peace of mind. Be sure there’s no oil leaking onto your customer’s driveway! Be sure to park your cleaning van in the driveway as close to the street as possible for two very important reasons: Your customer can see the van from his or her window and is more comfortable knowing that who is ringing the door bell is the carpet cleaner and People driving by more easily can see the name of your company, phone number, web site address and email address if they are thinking of having their carpets cleaned - It’s a rolling billboard! You can later move the van closer or even into their garage if needed. If we looked into our truck right now, would you be proud of it? Has it been washed recently? Are there remnants of last week’s lunch amid empty pop cans and last week’s mail? Could I smell your van a block away? Is your equipment clean and the truck well-stocked and orderly? A dirty, battered, foul-smelling carpet cleaning service vehicle will lose business opportunities. If your van looks as though it has been through a war, you will raise doubts about your ability to provide professional cleaning services. Your cleaning tools and accessories should look clean, professional and suitable: You bring into your customer’s home yourself, your floor tool, hoses, electric cord(s) and accessories. What does the customer see and how does he or she feel about them? Do you clean your hoses and cords as you wind bring them into your customer’s house? Dirty hoses don’t belong in your customer’s house! Do you clean your floor tool (cleaning wand) after each job? If your customer sees pet hair and carpet fibers on your cleaning tool from a previous job, she or he may throw you out - and should! No one wants someone else’s dirt, bugs and bacteria dragged into their house! If you are removing any spots or stains, one of the things that distinguishes you as a “professional” carpet cleaner from the run-of-the-mill carpet cleaner is your spotting kit. When you walk into the home carrying the Bane-Clene professional spotting kit, the customer knows that the “carpet spot and stain removal expert” has arrived to solve his or her problem that the last carpet cleaner could not fix! Are your spotting towels clean, fresh smelling or are they contaminated with “stuff” from a previous job? Do you use “furniture sliders” such as the Bane-Glides® to move furniture to avoid damaging the carpet and the furniture? Do you “tab and block” moved furniture? After cleaning the carpet and putting furniture back in place, do you place them on furniture protector tabs or foam blocks to avoid furniture stains and rust? Do you explain to the customer their purpose? Do you place upholstery on a furniture blanket before cleaning the upholstery to prevent overspray from getting on the floor? After cleaning the carpet and possibly applying protector, do you “rake” it for a more professional look using the Grandi Groom®? Do you have proper labels on all the sprayers and bottles that you bring into the home? Are the sprayers clean? Do your tools and equipment look like they’ve been in a major war? Why not touch them up to look like new again! Bane Blue Aerosol Touch Up Paint is specifically formulated for touching up scratches and nicks on Bane-Clene blue floor and hand tools and carpet cleaning equipment. On the image below, which floor tool would your customer prefer you bring into her (or his) house? The one that has the paint all worn off or the one that has been retouched with the Bane Blue Touch Up Paint to look like new? Your personal appearance and the appearance of your cleaning technicians. Look Professional, Be Professional! People judge others by outward appearance. Look at yourself in the mirror before you leave in the morning to your first cleaning job. Would the person you see instill confidence? Is your uniform clean? Blue jeans and a Harley Davidson® T-shirt might be great for rock concerts but they are not professional service attire. Do you look like a professional? Are you dressed like a professional? Are your clothes clean and free of spots and stains? How do your shoes look? If you look and act like a true professional, you will stand above your competitors. A technician who does not use personal deodorant may never be invited back into a nice home. What the prospect or customer thinks of the carpet cleaner on first impression will affect present and future business dealings. There should be no smoking not only in the customer’s home, but not even in the cleaning van - the odor will be on your clothes! Many people find someone chewing gum annoying - so don’t do it in your customer’s home. A study by AmeriPride and J.D. Powers and Associate found that 83% of people interviewed say employees in uniform are more recognizable and 58% believe uniforms enhance the perception of a company’s service or products. In a study conducted at Suffolk University’s Sawyer Business School, by margins of up to 9 to 1, companies that outfit employees in uniforms and branded corporate logo apparel report that their employee uniforms outperform internet, newspaper, TV, radio and billboard advertising as a marketing tool. Bane-Clene Institute has been teaching the importance of wearing a photo ID Badge for more than 25 years. A Bane-Clene identification badge with a current photograph of the technician promotes a feeling of security for customers (especially women) and is very professional looking. A must when dealing with security work. The ART (Authorized Registered Technician) patch and the FCTFactory Trained Technician Arm Patch on your uniform along with the photo ID badge help establish credibility and consumer confidence. Uniform patches show the customer or prospect that you are a PROFESSIONAL carpet cleaner who has been trained and certified. There is no better way to create a positive impression than by wearing a pair of shoe booties when cleaning or doing inspections or estimates. Show care for your customer’s home by slipping them on over your shoes before entering her house. Your attitude is contagious - be cheerful and positive: “Love Thy Customer!” should be a business commandment. When the consumer is asked what is most important about buying from a small business, 78% answer “excellent personal customer service.” When your female customer answers the door, take two steps back so that you appear friendlier and less threatening. Only shake hands if he or she offers. While you’re busy cleaning, your customer is watching every move you make and often has important questions if answered properly and knowledgeably may lead to increased an extra job. Customers, by an overwhelming majority, said they trust and buy from those who show they truly know the service they are selling and can talk intelligently about it. So, listening has its place but talking intelligently about our service is more important. A cheery response may take a bit of doing at first because there is much that doesn’t invite the cheerful mood. Each of us at times could do a better job of seeming cheerful even when we don’t feel that way. Look happy, seem happy, and perform happy actions. SUCCESS never fails those afraid to try. Stay cheerful and add to the joy of being alive. Show enthusiasm, have a ready smile, make eye contact and have a firm handshake. Never forget that while you’re in their home, you are “on stage.” Customer satisfaction is the number one priority. Be punctual in keeping all appointments. If you are unavoidably delayed, call your customer IMMEDIATELY. Emphasize special training and certification you have completed to maintain technologically advanced carpet fibers While crude, rude behavior may be hip in television commercials and sit-coms, the consumer seeking high quality carpet and furniture cleaning service wants clean, sweet smelling, courteous people to do the work. “Little things” make a huge difference and make you stand out: Sweep walkways or porches before or after cleaning. Clean that entry mat at no extra charge. When giving an estimate, don’t write it on a scrap of paper - use a proposal form and professionally designed brochures to help explain the benefits of our services to prospects! Education and Training: Have you kept up with technical changes? Can you explain the differences in fibers? Why is your price higher than $9.95 a room? Can you design a planned maintenance program for a large commercial account? *“Professionalism.” Merriam-Webster.com Dictionary, Merriam-Webster, https://www.merriam-webster.com/dictionary/professionalism. Accessed 3 Aug. 2020. Related Articles and Information: Four Characteristics of a Successful Carpet Cleaning Business The 15 Factors of Success Tips for Increasing Your Business Twenty Steps to Success in the Carpet Cleaning Business What makes a Carpet Cleaning Company Successful? Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page Copyright: Bane-Clene® Corp. Author: Donald W. Terry, Sr. - Bane-Clene’s Chemist Date Modified: August 5, 2020 Date Published: August 5, 2020

TRAINING

A service company kept receiving complaints that spots were coming back after they had cleaned carpeting for customers. The owner traced the complaints to one crew. The owner addressed the situation to the crew and received this answer. “No one showed us how to use the spotters”. At first, the owner was infuriated. Then, ultimately accepted fault. Training was entrusted to the company’s service manager. While this certainly seems like the normal way to operate, the owner also knows the buck stops with the owner. After talking to the service manager, the owner realized the service manager was overlooking some training aspects. The owner had been to the Bane-Clene Institute®, but that had been some time ago. Current conditions prevented the owner from returning to school or sending someone else. So the decision was made to set up a formal in-house training program. The owner would train employees through the Operator Certification Program offered by Bane-Clene®. Also, there would be scheduled “spotting” and training classes. Each month, one or more of the YouTube Videos available on the Bane-Clene® web site would be viewed and then the information would be reviewed through a question and answer period with all the employees. Certainly it is important to have Service Technicians well educated on spotting techniques. It is also beneficial to have phone Representatives well versed on techniques. This way, they can answer customer’s questions with confidence and authority. Related Articles and Information: Authorized Registered Technician (A.R.T.) Uniform Patch Bane-Clene Institute Training Programs for Carpet Cleaning Companies, Owners and Technicians Factory Trained Technician Arm Uniform Patch Operator Certification Program for Carpet Cleaning Technicians Phone Courtesy for Carpet Cleaning Companies Professional Spotting Guide Spot & Stain Removal DVDs Spots Coming Back after Cleaning Telephone Etiquette Video: Bane-Clene Management School Wicking of Soil and Dirt after Cleaning Carpet YouTube Videos by Bane-Clene Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page

COVID-19: A new era in the cleaning industry!    Because of Covid-19, concerns by both consumers and companies about cleaning and sanitation are at an all-time high! This pandemic can be either a disaster for your business or a great opportunity. Have you ever heard of so many potential customers so extremely concerned about how clean and sanitary are their homes, workplaces and the stores they visit? Thanks to the COVID-19 pandemic, our cleaning industry will never be the same again. For example, a survey by Accenture in April 2020, 46% of people who never worked from home previously now plan to work from home more often in the future. That means that upholstery and the rugs, carpets and wood floors are receiving more traffic and getting dirtier faster than ever before plus they are concerned about what they may be bringing into their homes from other places. Many firms have cut down on pricey office rents and are considering shifting to employees to teleworking full-time or at least part-time. This may well be a permanent change in the workforce environment. The need for residential cleaning, as a result, is going to rapidly increase. Yet, commercial cleaning, especially of office areas, is going to increase too because of the increased need for assurance that office workers are safe. Are you prepared for the “new normal”? Have you changed your marketing to adjust for the new reality and opportunities? This coronavirus outbreak has brought more demand for not just cleaning services, but DEEP, THOROUGH cleaning and sanitation! Concerns over the coronavirus have put cleanliness and sanitation a major priority for everyone. It used to be that we cleaned because things were visibly dirty. Now, customers worry about what they can’t see. Remember the old adage that “if you can’t see it, it can’t hurt you”? What’s the best way to sanitize carpeting? First, obviously, the dirt has to be removed - cleaning is just removing dirt from a surface. Then, if needed, it needs to be treated with a disinfectant on the EPA list such as Mediclean Spray Disinfectant or Sporicidin Disinfectant Solution. Or, you can use MediClean QGC as a prespray to sanitize, then do your normal extraction cleaning. Of course, MediClean QGC and Sporicidin can be used as both cleaners and sanitizers on other surfaces. Customers aren’t concerned just about what’s hiding in their carpets. What about the fabrics covering their rugs and upholstery - and even their mattresses? They need to be cleaned and sanitized too. Does cleaning remove bacteria and viruses? Does extraction cleaning alone kill or deactivate coronavirus? Coronaviruses are surrounded by a protective layer of lipids, which can be easily destroyed by a good detergent. So, yes, deep cleaning with detergents removes the protective layer around SARS-CoV-2 and the virus is rendered unable to reproduce and infect and kept from spreading. The CDC in their article “Cleaning and Disinfecting Your Facility” (updated April 28, 2020): “For soft surfaces such as carpeted floor, rugs, and drapes- Clean the surface using soap and water or with cleaners appropriate for use on these surfaces. Launder items (if possible) according to the manufacturer’s instructions.Use the warmest appropriate water setting and dry items completely. OR Disinfect with an EPA-registered household disinfectant. These disinfectants meet EPA’s criteria for use against COVID-19. Vacuum as usual.” According to the CDC, “products with label claims against human coronaviruses should be used according to label instructions.” This would include Sporicidin and MediClean Germicidal Cleaner Concentrate. MediClean QGC, a quaternary ammonium disinfectant, can be used at 2-4 ounces per gallon as a prespray on carpet, allowed to remain on the carpet for 10 minutes followed by extraction. QGC can also be used to control COVID-19 on hard surfaces. Of course, using QGC will void nylon stain-resist warranty, but getting rid of the virus is more important! Sporicidin Disinfectant Solution, a phenolic disinfectant, can be applied to carpets undiluted using a pressure sprayer before extraction. Prespray the carpet with Sporicidin Disinfectant Solution undiluted and brush into the carpet. Allow the carpet to remain damp for 5 minutes to be effective against Human Coronavirus before extracting. Sporicidin is not cationic or a quat and will not void nylon carpet stain-resist warranties. Sporicidin can also be used to control COVID-19 on hard surfaces. MediClean Disinfectant Spray is a Disinfectant, Mildewcide, Bacteriostat, Fungistat, Deodorizer, Anti-Microbial, Deodorizer and Mold Control product. Mediclean Disinfectant Spray offers protection against mold, mildew, bacteria, fungi and viruses that cause illness and threaten our health and well-being as well as destroy materials and cause unpleasant odors. Our web page on MediClean Germicidal Cleaner Concentrate states “While this new strain of Coronavirus (COVID-19) has not been tested against any disinfectants as of the time of this statement, Mediclean Germicidal Cleaner Concentrate has been shown effective against similar classes of viruses - the Human Coronavirus, Adenovirus, and the SARS Associated Coronavirus. It is an EPA registered (no. 70385-6) hospital-grade, disinfectant cleaner concentrate for use on many different types of surfaces per its label.” MediClean Germicidal Cleaner Concentrate QGC and Sporicidin are listed on EPA’s “List N: Disinfectants for Use Against SARS-CoV-2” list of EPA registered disinfectants that may be used against coronavirus. Additionally, Sporicidin® Disinfectant Solution is approved for decontaminating carpets. Related Products in the Bane-Clene Store: MediClean Disinfectant Spray Mediclean Germicidal Cleaner Concentrate QGC Lemon Sporicidin Brand Disinfectant Solution Related Information and Articles: Bactericides / Anti-Microbials Coronavirus - Are Sporicidin® Brand Disinfectant Solution and MediClean Germicidal Cleaner Concentrate Effective? Government Response to Coronavirus, COVID-19 Harvard Coronavirus Resource Center EPA List of Disinfectants for Use Against SARS-CoV-2 SBA: Coronavirus (COVID-19): Small Business Guidance & Loan Resources The Latest Coronavirus Information from CDC and FEMA The Latest Coronavirus Information from NIH (National Institutes of Health) World Health Organization (WHO) Q&A on Coronaviruses (COVID-19) Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page

FRESH APPROACH

If you have been selling products or services for some time, it is only natural that your presentation may become stale or outdated or both. What you may need is a fresh approach. One way to achieve that is to meet with your associates and ask them for ideas and suggestions. Then, ask them what they would say, if they were making a similar presentation. When we own or manage a company, we may put on blinders and only see our ideas and fail to acknowledge the ideas of others. A meeting with others could open a plethora of ideas you may never have thought of. When arranging the meeting let everyone know of your reason so they may come prepared with suggestions and ideas. Hopefully, this meeting will be beneficial in many ways and lead to regular meetings and a fresh approach for everyone. Related Articles: How to Sell Carpet Protectors Sell The Sizzle Selling Maintenance Programs Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page

Professional Carpet Cleaning Problems, Challenges and Solutions Every business, including carpet cleaning businesses, has its problems and challenges - inadequate capital, lack of cash flow, slow-paying customers, difficult customers, under-performing employees, unexpected expensive equipment repairs, loss of a major customer, a new well-financed competitor in town, downturn in the economy, taxes and the list goes on. And now, we have a pandemic affecting our business! Of course, as a chemist, I rarely get involved in the above business problems, but I often help customers with problems unique to the carpet cleaning business. Just a few are: BROWNING: Browning is a phenomenon in which, after the carpet or rug is cleaned and has dried, the fiber tips turn dark. Carpet dries from the tips. Therefore, as the cleaning solution evaporates from the tips, the water rises to the surface bringing with it everything dissolved in it, and then the water evaporates leaving everything else behind. This leaves on the tips of the carpet, rug or upholstery soil and high-alkalinity residue plus anything else left in the carpet such as high shampoo levels, cola, coffee, etc. This upward flow of moisture on fiber surfaces during drying is referred to as wicking. The factors contributing to browning are slow drying, over-wetting, high alkalinity, BHT and cellulosic material (jute backing). An application of a formulated organic acid agent such as Brown Out® will neutralize this residue not only preventing browning, but actually leaves the carpet cleaner and brighter. Additionally, the use of Brown Out on wet-cleaned upholstery and rugs will reduce the likelihood of dye bleeding by setting the dyes. It is easier to correct browning on carpet with pile yarns made of synthetic fibers than of natural fibers such as wool, hemp, silk or cotton. In cases where severe browning may occur, clean the carpet with Natural Fiber Cleaner. Click here for more details on browning on our web site. DELAMINATION: Carpet Delamination is the separation of the secondary backing from the primary backing of the carpet. The secondary backing is any material laminated with latex to the primary backing in a “marriage roller” for dimensional stability while locking individual tufts in place. One of the most common causes of delamination in carpet cleaning is the technician using excess dry solvent spotter. Solvent spotter such as Saf-T-Solv™ should always be applied to a spot by blotting, never pouring. A solvent could dissolve or weaken the adhesive in the backing. Click here for more details on delamination of carpet on our web site. FASTER RESOILING: Your customer may have heard that carpet cleaning results in faster re-soiling and wants to avoid cleaning their carpet as long as possible. The problem results from excess residues left in the carpet because of improper rinsing, using the wrong presprays or detergents, failing to rinse out traffic lane spotter, using a double-stroke cleaning method and using sticky spot and stain removers. This leftover residue in the carpet attracts dirt resulting in faster re-soiling. Many technicians heavily prespray ALL of the carpet hoping to speed up the job. Unfortunately, they forget that anything that goes into the carpet needs to come back out. Wherever prespray was applied, take extra cleaning strokes to ensure its removal! The single biggest cause of resoiling is the improper use of prespray when extraction cleaning carpet. Click here for more information on resoiling. FOAM: A common problem in truckmounted carpet cleaning is FOAM. Foam in the vacuum hose can increase drying time and greatly reduce cleaning effectiveness because it has, in effect, reduced the vacuum hose to 1/2 inch in diameter! Additionally, excessive foam can cause damage to the vacuum pump and other equipment. Foam is usually caused by residues from carpet shampoo, spotters and detergents in the carpet. These foamy residues result in the rapid filling of the recovery tank and air movement restriction as the vacuum hose fills up with foam, which results in poor cleaning, wicking problems, streaking, resoiling and poor drying time. Silicone antifoams such as Bane-Clene’s AFC™ Anti-Foam Concentrate prevent foam from forming and cause existing foam to rapidly collapse. The low surface tension and interfacial properties of the silicone molecules in AFC cause the foam wall to thin and collapse. Application of Crystal Defoamer to a foamy area will also help control foam. Click here for more information on foam. FURNITURE STAINS: A wood stain can be caused by placing wood furniture legs on wet carpet. All furniture should be tabbed or blocked after cleaning and furniture should only be moved with EZ Moves or Bane-Glides, but sometimes the carpet cleaner forgets - resulting in a furniture stain - a self-created problem! In case there is any oil-based material in the stain, blot with Saf-T-Solv™ or Pro-Solve Liquid Solvent Spotter. Extraction clean the area. Apply Stain Magic® to stained fibers. Lightly cover with clear plastic sheet and allow 12 hours dwell time. Severe stains may require more than one treatment. If stain is not completely removed, mix fresh solution of Stain Magic and repeat process. Click here for more information on causing and removing furniture stains. OVER-WETTING: The double stroke carpet cleaning technique causes blotching as a result of over wetting. Solution soaks deeper into the carpet at the end of the back stroke as the direction of the cleaning head is reversed. The excess moisture is not picked up immediately by the vacuum head and is allowed to settle to the base of the carpet fibers causing uneven wetting. When moisture wicks to the surface seeking air to dry, it evaporates and leaves a trace of any mineral or chemical content. The single stroke carpet cleaning technique taught at Bane-Clene Institute ensures that the carpet cleaning solution is applied only on the back stroke. It is essential to learn the cutoff point at the end of the solution application stroke and pass the vacuum head beyond that point. Even wetting and thorough extraction cleaning leaves a carpet looking like new. One purpose of a traffic lane spotter prespray is to prevent over wetting, which might occur if too many wet passes are done over a heavily soiled area in an effort to get it clean. Over-wetting will result also in spots and stains reappearing. Click here for more information on over-wetting. RECURRING SPOTS: The dreaded call from your customer - the spots came back! Spots that come back after cleaning will lead to unhappy customers and call-backs. The most common reasons for spots coming back are incomplete removal of the original spot, detergent residue, wicking and just plain carelessness from being in too big a hurry to finish the job, collect the money and speed on to the next job. Slow down your cleaning process, spend more time on the spots, take extra dry strokes especially when working with heavily soiled carpet or berber, blot with white absorbent towels. Remember that the visible small spot on the surface means there is probably much more in the carpet backing or cushion and the spot is much wider and deeper than it appears. Applying an absorbent compound such as Stain Blotter directly onto the cleaned spot prevents wicking of any material in the pad and backing. If there is a huge number of spots and stains, apply ARA anti-resoiling agent to the entire area after cleaning! For individual heavy spills of sticky materials, you can use the Water Claw® Sub-Surface Spot Lifter to flush out the contaminants On commercial loop pile carpet, this problem can be greatly reduced by following hot water extraction with dry bonnet cleaning, especially on commercial olefin loop carpet with a large number of spills. Click here for more information on reappearing spots and stains. RIPPLING, BUCKLING, BUBBLES: Have you ever had a customer call back that the carpet you cleaned yesterday has now wrinkled, buckled or rippled? Rippling or buckling of carpet is common after cleaning carpet, especially if the carpet was not properly power-stretched in. What can cause rippling? Failure to acclimate new carpet before installation. Failure to power stretch the carpet. Loose tackless strip on concrete sub-floors. Adhesive failure on direct glue installations. Over-wetting and slow dry time. Dragging heavy furniture across carpet. Heavy rolling traffic on direct glue-down carpet. Once the carpet dries completely, the wrinkles will often start to disappear with time. If it doesn’t, you may have to have the carpet power-stretched back. After all, you were the last person to touch your customer’s carpet, so it’s obviously your fault! Click here for more information on carpet rippling and buckling after cleaning. Wicking What is wicking? Wicking after cleaning carpet is the upward capillary motion of water and cleaning solution during drying from the base of a tuft to its tip. The problem is that this carries with it any remaining soil and detergent in the carpet backing, carpet padding and even the subflooring, all of which is then deposited on the tips of the tuft and dries. The biggest cause of soil wicking is over-wetting due to a poorly trained technician with a ‘who cares’ attitude in a big hurry to collect the money and move on to the next job. Other causes of wicking: Over-wetting, especially by using the ‘double stroke’ cleaning technique. Slow drying due to poor cleaning technique or poor extraction. Overuse of pre-spray and failure to extract out all of the traffic lane spotter solution Heavy accumulation of soil at the base of carpet tufts. Residue from soil and spills that wasn’t completely removed by the cleaner. High humidity in the cleaned room causing slow evaporation. An example would be an apartment or retail store where immediately after the carpet is cleaned, the air circulation and air conditioner is turned off. Heavy spills or pet urine in the carpet backing and pad. How to Prevent Soil Wicking on Cleaned Carpet? Since wicking can only occur while the carpet is still wet, anything you can do to leave the carpet as dry as possible and shorten the drying time will greatly reduce wicking and reapparing spots: Click here for more information on recurring spots and stains ZIPPERING: Zippering is one of the most common problems with loop-pile carpet. Zippering occurs in a loop pile carpet in which tufts are pulled from the backing resulting in long, lengthwise pulls out of the carpet. This happens when someone pulls a loose tuft or a vacuum cleaner grabs a loose tuft and pulls out the entire length of tufts. Click here for more information on zippering. Of course, there’s any number of other problems you might encounter when cleaning carpet! Should make for more articles. Related Articles and Information: BHT Yellowing Browning of Carpets, Rugs and Upholstery Carpet Matting and Crushing Versus Wear Carpet Roll Crush Delamination of Carpet Backing Dye Bleeding Foam Problems Furniture Stain Removal How to Remove Old, Stubborn, Deep-Down Spills from Carpet Mistakes Carpet Cleaners Make Reappearing Spots & Stains Rippling and Buckling of Carpet After Cleaning Shading, Watermarking, Pile Reversal, Pooling Carpet Defects and Problems Wicking Zippering of Loop Pile Carpet Related Videos: ARA and Stain Blotter Carpet Delamination Problem Carpet Problems and Defects Carpet Rippling Problem Carpet Yellowing from Asphalt Track-in and BHT Carpet Zippering YouTube Videos by Bane-Clene® Related Products: AFC™ Anti-Foam Concentrate ARA Anti-Resoiling Anti-Wicking Agent Bane-Glides Brown Out® Chemspec Crystal Defoamer EZ Moves Foam Blocks Furniture Protector Tabs Natural Fiber Cleaner Pro-Solve Liquid Solvent Spotter Saf-T-Solv™ Dry Solvent Spotter Stain Blotter absorbent powder Stain Magic® Water Claw® Sub-Surface Spot Lifter Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page Bane-Clene Home Page    Copyright: Bane-Clene® Corp. Author: Donald W. Terry, Sr., Bane-Clene’s Chemist Date Modified: July 22, 2020 Date Originally Published: July 22, 2020

PROBLEM SOLVER

Some of us may not have thought of it this way but we are Problem Solvers.

Problem Solvers have many characteristics. Among them are:

1. They are a good listener.
2. They think outside the box.
3. They confront problems rather than avoid them.

When someone calls us for an estimate for cleaning services they have a problem. It may be just dirty, it could be a stain or an odor or another cleaning related issue. Whatever it is, the customer wants us to solve their problem.

Also, there are times when the customer has one problem to solve and through listening to them and asking questions you may discover there are other problems you can solve. This process will make your Cleaning Company even more valuable to them.

Being a Problem Solver requires you to put yourself in your customers’ situation. The more you do this, the better chance you have of closing a sale. Therefore, your service in and of itself will have more value when you show them how it will solve their problems.

Problem Solvers always accept a challenge; it is what makes them who they are.

Related Articles:

• Building Your Own Carpet Cleaning Business
• Customer Service in Carpet Cleaning Businesses
• Tips for Increasing Your Carpet Cleaning Business

Thank you for reading Bane’s Blog^®

Please read the latest issue of the Clene-Times^® at www.baneclene.com/publications/.

Please visit our web site at www.baneclene.com.

The Bane-Clene^® Team.

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Free Bane-Clene Information Package

Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail.

You can also order the packet at the Catalog Request Form.

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“A to Z” Alphabetical Index to the Bane-Clene Web Site

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What is the difference between the Grandi Brush® grooming brush and the Grandi Groom® carpet grooming rake?

A carpet rake like the Grandi Groom carpet rake has fewer bristles but they are longer and firmer. The Grandi Brush has shorter, finer and more bristles than a Grandi Groom Rake. Use the Grandi Groom carpet rake on anything over a 1/2 inch pile and the Grandi Brush grooming brush for anything under 1/2 inch. The Grandi Groom is best suited for Saxony, shag and frieze style carpet, while the Grandi-Brush works well for plush carpet like velvet. The Grandi Brush is best for grooming where carpet rakes are too harsh. Grandi Groom® Carpet Rake The Grandi-Groom is the MOST Effective Carpet Pile Conditioner for the Professional Carpet Cleaner. This professional carpet groomer prepares rugs and carpets for cleaning. It raises deeply embedded dirt for vacuum pickup. The Grandi Groom works on most types of rugs and is good for finishing and restoring the carpet and rug pile and pattern after cleaning. A grooming rake helps to loosen stubborn soil and keeps the yarns lifted. The use of a grooming rake on cut pile carpet prior to vacuuming will greatly enhance its appearance. To handle crushed pile, vacuum regularly and use the Groomer to restore matted down pile. Carpet Grooming is important in diminishing warranty claims. All carpets, including berber, need to be groomed using a carpet groomer (rake/brush). It is essential not only for appearance sake but also for proper drying after carpet cleaning. The carpet rake will also untangle pile yarns; eliminate the appearance of matting and crushing. Your carpet rake is also essential for the distribution of after-cleaning treatments, such as carpet protectors. Grooming your carpet with the carpet rake will give maximum light reflection to make your carpet look brighter and more pleasing overall. Carpet grooming will extend the life of your carpet. It is a “must” tool for proper carpet maintenance. Grooming is the solution to the common problems of matting and crushing! Grooming is the process to opening and lifting crushed yarn and to simultaneously loosen and lift deeply embedded soil particles from carpets and rugs for efficient extraction and cleaning. Features and Benefits of the Grandi-Groom: Easy “push-pull” motion. Hi-impact polypropylene brush head is bolted to custom bracket to eliminate breakage. The custom non-strapping bracket is made of steel for lifetime use. 18 inch wide head contains flexible nylon bristles structured like a comb. The Grandi Groom's long nylon tines reach deep into the fibers of any type of artificial grass and pull the blades upright to provide a maximum bloom. Using short strokes over the area, the Grandi Groom quickly works any type of infill material in between the blades. Loosens and lifts surface embedded pet hair from carpets and rugs. Lifts crushed carpet pile from heavy traffic areas. Releases trapped, ground-in dirt between tufting and fibers. Separates flattened carpet pile after wet cleaning. Allows thorough vacuuming of carpets and rugs. Aerates wet carpet to allow quicker drying. Raises ground-in dirt to the surface for effective vacuuming. Restores carpet pile after cleaning. Finish grooming the cleaned carpeting to render the “like new” appearance. Restructures the original design of carpet. Permits better penetration of chemical solutions when extraction cleaning the carpet. Revives crushed matted pile in high traffic areas. Erase vacuum cleaner tracks. Quickly revitalize carpet without vacuuming. The Grandi Groom’s long nylon tines reach deep into the fibers of any type of artificial grass and pull the blades upright to provide a maximum bloom. Using short strokes over the area, the Grandi Groom quickly works any type of infill material in between the blades. Should be on every carpet cleaning truck! The Grandi Groom is a must for every professional carpet cleaner! Show your professional image. Leave your high-end customers’ carpets with a “like new” appearance by grooming the carpet. Most of your competitors won’t bother taking the extra time to do this step, showing that they take no pride in their work. Grandi Brush™ The Grandi Brush gives the carpet a finished grooming after cleaning to render a “like” new appearance. This hi-impact nylon brush is perfect for those occasions where brushing or light agitation is desired. Great for extremely soiled or matted high-traffic areas where raising the fibers will assist the cleaning process. Features and Benefits of the Grandi Brush: The Grandi Brush™ is a single row of fine nylon fibers specially designed to make it perfect for Oriental rugs, Persians and Velvets, as well as commercial grades such as Berbers and low level loop carpets. Works best on looped, multi level or low compact carpeting. Easy “push-pull” motion. A single row of fibers anchored in a channel of steel creates durability and deep penetration for maximum grooming effectiveness. Hi-impact polypropylene brush head is bolted to custom bracket to eliminate breakage. The custom non-strapping bracket is made of steel for lifetime use. How To Use the Grandi-Groom or the Grandi-Brush: Before Vacuuming Or Cleaning Carpet or Rugs: Using a “push-pull” motion will allow the specially designed nylon tines to reach the base of the carpet tufts, separating and freeing the individual fibers of dirt and pet hair that vacuuming cannot get. After Vacuuming Or Cleaning Carpet or Rugs: Using a “push-pull” motion will lift the carpet pile, restructuring the original design. This motion will also give the carpet a finished grooming to render a “like new” appearance. On dense and deep pile carpeting, it is best to finish by a “pulling” motion only. Most residential carpet should be finished (brushed, combed or groomed) at the completion of cleaning. This will help to: Eliminate tangling of pile yarns. Distribute post-treatment such as protector. Present the cleaned carpet’s best appearance for customer viewing. Related Information and Articles: Berber Carpet Carpet Protectors Carpet Styles and Textures Matting and Crushing Carpet Problems Professional Image Traffic Lane Spotters Related Products: Grandi Brush Grandi Groom Handi-Brush™ for pet hair and upholstery carding Handi Groom® hand-held grooming rake designed as a companion tool to the carpet groomers for carpeting on stairs, rugs and edges Perky® Carpet Groomer Pile Lifter Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page

CUSTOMER RELATIONS

Customer Relations is sometimes what you do and sometimes it’s what you don’t do.

We recently booked a carpet cleaning job for a new customer. As a matter of office procedure we always ask a customer how they chose to Call Us On The Carpet^®.

She related the following story to our phone representative. Seems she was running some errands before she was due at an appointment for lunch. As she was driving to the luncheon appointment, she was stuck in a line of traffic waiting to enter the restaurant’s parking lot. Several vehicles inched forward and did not allow her to turn. There was a Carpet Cleaners Truck that stopped and let her turn into the parking lot. She went on to state that it was one of the Wm. F. Bane’s Co. service vans that allowed her to turn. What seemed like a simple and basically innocuous gesture had turned into a carpet cleaning job for us.

Obviously, the moral of this story is you and your employees are ambassadors for your Company. Certainly everyone is courteous when they are in the customer’s premises. But as highlighted with this story, being courteous everywhere will possibly lead to business. Conversely it will divert business if you or your employees are discourteous.

Customer Relationscan and will manifest itself in many different ways. In this case it was a courteous driver. Had our driver not let her turn in, we feel, she would not have called Bane On The Carpet^®.

Related Articles:

• Building Your Own Carpet Cleaning Business
• Customer Service in Carpet Cleaning Businesses
• Tips for Increasing Your Carpet Cleaning Business

Thank you for reading Bane’s Blog^®

Please read the latest issue of the Clene-Times^® at www.baneclene.com/publications/.

Please visit our web site at www.baneclene.com.

The Bane-Clene^® Team.

---

Free Bane-Clene Information Package

Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail.

You can also order the packet at the Catalog Request Form.

---

“A to Z” Alphabetical Index to the Bane-Clene Web Site

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