In many ways, I can’t believe it has been a whole year since we profiled top industry companies in last year’s Restoration Industry Leaders Review section. In other ways, it feels like an entire lifetime ago, considering everything that has changed since then. We can’t control the times we live in, but we can use the time we have to find ways to improve and grow, and we’re here to help.

In this issue of Cleanfax, it’s time again for a look at three industry companies and follow their rise to success, shining examples for the restoration industry in our 2020 Restoration Industry Leaders Review.

First up this year, we have Diversified Restoration Innovations, led by a former nurse turned landlord turned industry success story—and one of the few female restoration owners.

Next up, we have Master Restoration, a company founded on a mission to be a “servant leader” in its community, which looks to make positive change in every part of the work.

Finally, we have Remtech, a business keenly focused on risk versus reward and people, both employees and clients, and which is ready to make some big moves 20 years in.

While you’re considering the lifespan of a successful company, bounce over to Chuck Violand’s article on the problems that arise with family business transitions. The process can be a difficult and often painful one, but it helps to keep in mind the past and future relationships those involved have with each other.

Then consider whether buying into or adapting into a franchise company might be a smart step for your company with an article that offers pros and cons of franchise systems to simplify the evaluation process. In this month’s IICRC Technical Tip, explore the sometimes-overwhelming terms of the S500 Standard and Reference Guide with a handy tips sheet from an IICRC S500 instructor.

And, finally, is it time to brush up on some technical information from the industry? Always!

Check out our insider guide to what’s really inside a truckmount—and see how everything works together. This article also offers a cheat sheet for truckmount maintenance. Learn the ins and outs of ultrasonic cleaning to help decide if now is the time to add this service and its accompanying equipment. Lastly, do you think oxidizers are taking care of your customer’s pet urine problems? Get ready for a science lesson! You might be surprised by the role the nitrogen cycle plays in the relationship between oxidizers, urine, and ammonifying bacteria.

We hope you enjoy this issue, which is stuffed to the gills with helpful information and ways to improve your management and industry skills. Read on, and we’ll see you back next issue!

Amanda Hosey is the managing editor of Cleanfax. She has worked as an editor and writer for more than six years, including four years with Cleanfax. Reach her at amandah@issa.com.

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A lucky discovery

May and her husband, Richard, began buying up rental property in the Pittsburgh area in the mid-1990s. They quickly discovered how expensive it was for the water damage, mold, asbestos, and other restoration-related services needed to maintain their properties, so they took classes, got certified, and began doing the work themselves. By the early 2000s, May realized what a lucrative business restoration could offer and created Diversified Restoration Innovations, first as a sole proprietorship and eventually as an s-corporation. In the 14 years, since its inception, the company has grown consistently and is currently on track for its first $1 million-plus year.

DRI started out performing mostly water and fire damage restoration and odor removal services, but now it is a full-service restoration company, performing environmental hazard cleanup, mold remediation, and remodeling and refinishing, serving all of southwest Pennsylvania as well as Ohio and West Virginia. With three trucks and 35 employees, including May and Richard, who serves as president, business is booming.

May says two things really stand out to her and have made her enjoy the restoration industry: the variety of situations and the interactions with customers. “Although they may seem the same to the untrained eye (A flood is a flood, right?), every scenario is unique and brings its own challenges,” May says. “I love solving these types of problems and the unpredictability of what each day might bring.”

She likes the variety in people she interacts with in the work, too. She recalls, “I specifically remember running into a customer at the bookstore months after completing their project and chatting about books, with only a brief talk about their project. Helping people through what is sometimes a stressful situation can be so rewarding, but genuinely connecting to them can be just as rewarding.”

This appreciation of interacting with people comes out in the special way DRI markets within the community as well. May’s favorite marketing method involves giving in-person presentations to various groups that might require the company’s services. DRI explains who they are and the types of services they offer before turning the presentation into a discussion.

“The benefits are twofold,” May explains. “We learn services that are in demand that we could focus on, and the attendees gain insight into their issues, and we educate them as well.”

The brainy bunch

Diversified Restoration Innovations prides itself on its highly educated staff—not just industry education, but higher education as well. In addition to May’s education as an RN, the rest of the leadership team bring specialized degrees, too.

Richard has a bachelor’s degree in ceramic science and engineering and master’s degrees in polymer science, materials engineering, and composite engineering. He spent 20 years developing armor systems for land vehicles and helicopters before getting involved in the restoration industry. May and Richard’s son, Vince, has a bachelor’s and a master’s degree in mathematics and spent several years in software development before joining the family business.

But it’s not just the leadership team at DRI with degrees. May says, “One of our biggest strengths is the number of college graduates we have on our team.” But with that comes issues in retaining staff. Over the last few years, DRI has lost a few project managers to other endeavors including two who went to law school.

“We have to continually work to both maintain and improve upon the systems we have in place to keep everything running smoothly,” May explains. “We make sure that all of our guys understand the systems and also work so that everyone develops a variety of skills, as well as critical thinking, for a variety of situations.

“A yearly training schedule/program for every employee has also been beneficial in helping to avoid challenges.”

The path ahead

Though restoration companies have been more unaffected than others during the COVID-19 pandemic, they aren’t completely immune to its effects on the economy. May says, business has slowed some during these trying times, but the company is still succeeding and set to have a record year thanks to emergency service needs that require quick attention.

The company has implemented programs to follow state and national guidelines. Along with social distancing and wearing gloves and masks, everyone takes a temperature reading before and after work. And DRI gives out hand sanitizer bottles with the company logo and contact information.

“Our goal is to go above and beyond to make sure that both our crew and our customers feel comfortable and are safe,” says May.

Despite the economic downturn, the company continues to grow, and May plans to capitalize on Diversified Restoration Innovations’ success, allowing the company to keep growing naturally in Pittsburgh while opening a new branch in Tampa, Fla.

May feels confident in the choices she has made for the business and is making for its future. “I don’t know if I would change anything,” she reveals. “Being one of the few women, and a minority, in the restoration field has been personally fulfilling. However, I do wish that I received a little more respect when I attend conferences or give presentations.”

For all those out there just learning to navigate the complex industry, May has wise words on how to keep balance within their companies:

“Make sure you implement systems, but also keep an open mind and don’t be afraid to think outside the box. Keep a strong team around you that not only excels at the job they do, but also makes each day enjoyable.

“Although it can be physically demanding and mentally exhausting, don’t lose the joy in what you do.”

Our annual profiles of three successful restoration companies are in. Learn why they joined the industry, how things have changed over the years, and what advice they have for others in the industry. Check out the other companies featured in our 2020 Restoration Industry Leaders Review:

Master Restoration

Remtech Environmental

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Putting service first

Dixon started Master Restoration in 2009 to challenge the status quo and change the industry. Having done missionary work earlier in his life, Jarrett struggled when working for some employers with a business philosophy that valued profits over people. A desire to do things differently drives the business model for Master Restoration. Jarrett says his company is constantly evaluating their practices to improve efficiency and the customer experience. When it comes to the focus on service, Master Restoration puts its money where its mission statement is. “We are the only restoration company I’m aware of that, if the customer’s insurance claim is denied, we don’t charge them anything and will still complete the emergency service at no charge to the property owner,” reports Jarrett.

That kind of customer care sets Master Restoration apart in the industry, and as a result, the company has seen steady growth from the start—at least 35% year over year, with the exception of 2019. Master Restoration operates more than 25 service trucks with more than 50 employees serving the entire state of Florida for daily repairs and the entire Southeastern U.S. (11 states) for large projects and natural disasters. The company offers water, fire, mold, storm, and trauma restoration, reconstruction, and consulting services, as well as temporary repairs and commercial redevelopment. Training is also important to Master Restoration, and the company operates a state-of-the-art education room, known as “Master University,” where Jarrett teaches multiple national training courses to employees and community members.

Jarrett says he has “always been an entrepreneur at heart,” and his passion for marrying entrepreneurship and service was present right from the start. “In elementary school, I started my first business selling candy to raise money for the poor,” he says. Since then, Jarrett has owned and operated several businesses, including a tree service and a tattoo shop. When he made the move into restoration, he first worked for both national brands and small local companies in the industry before starting Master Restoration. Jarrett says he is passionate about the restoration industry because “it is extremely rewarding and a real honor to help those who we serve while pouring into our employees and teaching them the values we stand for.”

Looking ahead

When it comes to the future of the company, Jarrett has plans for growth and plans to be at the forefront of industry technology. Master Restoration is moving toward opening as many as eight satellite offices in the coming years, beginning in Ocala, Fla. The company is also an early adopter of the newest technology in the industry. Jarrett explains, “We are doing some really exciting things with technology that we believe will be game changers for the entire industry as we have cut cycle time down significantly, increased profitability in house, and cut expenses to our referral partners while improving communication and overall customer satisfaction.” One example of “game-changing” technology for Master Restoration is 4D imaging, an all-in-one platform that turns a space into an accurate digital model as a permanent record of the precise scale and scope of damages.

Jarrett says the company’s strategic alliances and extra services also set them apart in the industry. “We have a 24/7 hotline, pre-qualified vendors, disaster response planning, a first-priority response team, a custom client portal, and continued education training,” he explains. In addition to their fleet of service trucks, the company also operates a 30,000 square-foot dispatch command center and climate-controlled contents storage campus. When the COVID-19 pandemic hit, Master Restoration, like many businesses, saw a decline in calls for about two months, but thanks to the company’s diversified services, they were able to quickly pivot to perform more bio-cleaning for the commercial market. “We currently get an average of 25-30 COVID cleans a week on top of our other services,” says Jarrett.

Like any business owner, Jarrett has made some mistakes over the years, but he wouldn’t change them because each one provided an opportunity to learn and grow. For those new to the industry, Dixon recommends owners get to know their customers and take the time to learn as much as possible from anyone who is involved in the job, including the named insured, the adjuster, the agent, the CSR, the examiner, the mortgage company, the HOA, the trades company, etc. And Jarrett hopes that more and more new and established industry professionals alike will put service ahead of profits. Jarrett says, “Together we can change the industry, inspire those around us, and make a difference for the better.”

Our annual profiles of three successful restoration companies are in. Learn why they joined the industry, how things have changed over the years, and what advice they have for others in the industry. Check out the other companies featured in our 2020 Restoration Industry Leaders Review:

Diversified Restorations Innovations

Remtech Environmental

The post 2020 Restoration Industry Leaders Review: Master Restoration appeared first on Cleanfax.

Risky business

When Bryan first started Remtech, the company focused primarily on mold remediation. He says, “I started my business, and I was very risk averse. I did not want to take much risk at all, so I just tried to find a niche that would sit well with what I knew and what I thought would be responsible.”

It was important for Bryan to limit risk and not overcomplicate the business. In fact, that’s something he recommends for all newer businesses. He points to all the voices telling new companies to “do this and try that.” He recommends picking one or two things you know well and focusing on that to get the ball rolling and then adding a few things as you go.

“There are a lot of services we’ve not added, and we don’t need to,” he explains. “I don’t want to clean a rug or carpet. Guys in this industry do a phenomenal job of that. I’d rather send that work to them, and then they’ll send the work we do extremely well our way.”

Bryan admits he wonders if he should have taken more risks. He says other companies who started around the same time grew bigger and faster by taking big risks. Ultimately, he is happy with his choices, as it is what best suited his situation. “If I were taking more risks, I’d have probably stayed up more at night and probably hurt my health, and I had to think of my wife and family,” he says.

Instead of taking huge risks with his company, Bryan worked to stay in the sweet spot between risky and not risky enough, allowing Remtech Environmental to follow its natural growth patterns. For example, when more manufacturing was being outsourced and vacant facilities were being converted for other uses, he began growing the asbestos abatement portion of the business to handle the growing need for those services. Now that portion of the company is the most popular, though Remtech offers mold remediation, water damage restoration, and radon mitigation, among others. The company runs five trucks with 10-12 full-time staffers nowadays, with a collection of part-time employees at the ready when needed for CAT work or other larger jobs. The company has performed work as far west as Nebraska and as far south as the Bahamas, but most of its work takes place within a 100-mile radius, where it is well known and well reviewed.

Challenges and changes

Bryan has always worked to run Remtech as lean as possible, which more or less shielded his company from both the economic downturn of 2008 and the current economic crisis associated with the COVID-19 pandemic.

Numbers

One problem Bryan had early on in Remtech’s history was obsessing over revenue and the natural ups and downs that accompany the industry in real time.

“I watched the swings of great month, terrible month, okay month, and I would make decisions on that short-term picture,” reports Bryan. “My CPA just looked at things like, ‘this is nuts!’” Eventually, Bryan saw a new CPA, who recommended he take a step back, and he learned to “look for trends that are happening and back away from the trees to look at the forest a little better.”

“After that, we started making better decisions that weren’t reactions, but rather on what was going on the last two, three, four, five months, etc.,” Bryan says, and doing so made it easier to get ahead of and handle the bad times.

Another way the company has learned to stay ahead of things is by implementing systems and processes. Bryan casually worked on putting systems in place for years with some progress but, in the fall of 2019, added a specialist in systemizing businesses to the staff. According to Bryan, “It’s been a game changer.”

Labor

For 19 years. the business was run like a family, which was simultaneously good and detrimental. He says, “It’s kind of like everybody would say, ‘If I can’t get it done, Dad will.’ And I was the dad. Now not everything has to come through me, and it shouldn’t.” Bryan says the company culture is more like a team now, with everyone expected to do their part and improve—and if someone doesn’t, then it becomes time to consider a new teammate. “We’re trying to build a championship team.”

Looking back on the history of Remtech, Bryan says there were a few instances in which he should have let underperforming employees go sooner. “That’s one thing I wish I had done differently. When you know you’ve got a problem and need to fix it, you need to be willing to part ways a little quicker than you want,” he says. “Once you let them go and get the right person, it’s like night and day.”

Finding quality employees, Bryan admits, has been a challenge in recent years, as is the case for most businesses. The company easily found good labor for years, but labor rates have gone up tremendously over the last 3-4 years. Lately the company has had to find new ways to draw in the level of employee it wants.

“We’re trying to be very creative about where we find employees. We are having to ask, ‘What can we do in the job descriptions to help them understand what’s expected?’ And we’re trying to not only offer good pay, but also good benefits like health, a company-matching retirement plan, anything to attract and keep good technicians,” Bryan explains. He’s hoping this brings in good employees, especially with high unemployment and extra unemployment benefits ending.

Expansion

Remtech needs more quality employees perhaps now more than ever as it works to expand into new markets. With all his children now out of the house, Bryan is feeling ready to take more risks than in the past.

“When you’re thinking about feeding a lot of mouths in your house, you don’t want to take a lot of risk,” Bryan says. “But now I can take a little more risk, and I think we can grow a couple of levels. There are a few guys who have been with us for a while, and it would be good to see them be able to move to new levels in the company and achieve what they want to.

“Our capacity right now is really only limited by labor.”

Committed to the people

Like many in restoration, what’s best about the industry for Bryan is the people he interacts with. “Our average customer has never really thought about water damage, asbestos, or mold, but they’ve got preconceived ideas. It’s urgent, and their minds are all over the place,” Bryan says. “It’s fun to educate them. We always let them know their situation is unique, but we will come up with a unique solution. That’s our tagline: Unique solutions for unique problems.”

The happy customers Remtech creates has served Bryan well, too, as word-of-mouth advertising continues to bring in the most new clients.

Bryan also loves being a part of his employees’ lives. Remtech has many long-standing employees, including his head supervisor (19 years), his bookkeeper (18 years), and several technicians (12-15 years). Bryan says, “They’re not just employees. They’re not just technicians. They have complicated lives and families, and it’s just fun to get to know them and get involved in their lives.”

He does admit these two best parts of the industry can also be the biggest headaches—bad employee or an overbearing client. Bryan says, “It’s interesting—your reward and your curse can be in the same place.”

Closing wisdom

Bryan recommends all in the industry really consider who their competition is and extend an olive branch to those other companies who do quality work.

“Who is your competition?” was asked of Bryan during a training seminar a while back. His mind instinctively went to other independent and franchised restoration companies similar to his own. But the presenter pointed out this isn’t the reputable restoration contractor’s real competition, but rather those who say they can do the work but really specialize elsewhere.

“It’s the handyman who’s saying he can do mold remediation. It’s the painter who says he can do asbestos removal. It’s somebody who’s reaching into an area they’re really not trained to do,” Bryan says. He goes on to say other, real restoration companies will value a job at roughly the same cost as you and do roughly as good a job, but the unqualified companies will come in, not do it right, not look after employees, and undercut your price by thousands of dollars.

Bryan adds, “Fellow businessmen in the industry ought to be looking to help each other and not cut each other.”

Our annual profiles of three successful restoration companies are in. Learn why they joined the industry, how things have changed over the years, and what advice they have for others in the industry. Check out the other companies featured in our 2020 Restoration Industry Leaders Review:

Master Restoration

Diversified Restorations Innovations

The post 2020 Restoration Industry Leaders Review: Remtech Environmental appeared first on Cleanfax.

My father was reasonably handy around the house. Guys of his generation had to be. There was no Google or YouTube to go to for videos on how to repair things. You had to figure stuff out on your own, and people took great pride in doing so.

I remember an event from when I was in grade school. It was Christmastime, and I had just come home from a friend’s house where his father had assembled a train set around their Christmas tree. I was so impressed with what he had done that I started going on and on to my mom about how great my friend’s dad was. My father was home at the time, probably catching a nap between the two jobs he worked to support our family, and my mom was concerned that he might have been within earshot.

When I finished blithering on, she reminded me about all the great qualities of my dad, and that, while my friend’s father might also be great in some areas, I didn’t want to ignore the qualities of my own. This lesson has stayed with me over the years, and it’s one I’ve also applied to business.

Ninety percent of all businesses in North America are considered “family businesses,” so it’s only natural that many have multiple generations of the same family working in them. My company is frequently asked to help our clients navigate the ownership transition within a family business—usually parents transferring ownership to their children. These are the same children whose diapers they changed, whose ball teams they coached, and whose recitals they attended. And these are the same parents whose younger legs their kids clung to when they were frightened or feeling insecure. Too often, past events like these, and the relationships and emotions they forged, are forgotten when it comes to business.

It’s typically only one of the family members who requests outside help for the ownership transition. And it’s only natural for the expert to be viewed as the latest “friend’s parent” who is being championed by that party. When either generation asks for help, even if it’s just to get along better when they’re at work, we always keep in mind the role we’re playing and the responsibility we have to all parties involved. As management experts, we might have specific skills in certain areas, but the family members do as well. And the expert’s role with the company is transient, while the family members have a long history that hopefully will continue after the expert’s involvement ends.

A successful ownership transition occurs when all generations involved are bought into the process; when everyone is trusting and feeling secure; when everyone feels their voice is being heard and their interests are being taken seriously. An expert’s job is to create such an environment while they facilitate the transition.

Unfortunately, raised voices and hurt feelings are all too often part of learning to work better together or part of the ownership transference process. But it doesn’t have to end that way. If we enter the process focused on respect, inclusion, and mutual gain we’re much more likely to produce a successful result.

Wealth transfers hands from person to person, or generation to generation. The relationships that are left behind are what matter most. They transcend time.

Chuck Violand is the founder and principal of Violand Management Associates (VMA), a highly respected consulting company in the restoration and cleaning industries. Through VMA, he works with business owners and companies to develop their people and their profits. To reach him, visit  or call 800-360-3513.

The post All in the Family appeared first on Cleanfax.

I went to this house just to clean carpet. When I walked in, I introduced myself and talked a bit about my experience and let the customer know what other services I offer—and did mention tile! When I was done cleaning the carpet, I asked the customer if I could do a clean sample on his tile. I sprayed the cleaner, and when I went over the floor with the tile tool, immediately he saw the big difference. The customer and I couldn’t believe it was so bad. He literally thought the dirty tile was the original color! He laughed and said to clean it, didn’t even ask how much. He said he was going to tell his wife he had replaced the tile.

For an opportunity to win a gift card worth $250, send your images and a brief 100-word description on how you obtained your results to Amanda Hosey, managing editor, at amandah@issa.com, or submit via Facebook Messenger at . Contest rules available by request.

[infobox title=’DID YOU KNOW’][/infobox]

In hard, porous floorcare, there are many problems that look like stains but are not. Make sure it’s not
etching, water spots, efflorescence, stuns, or wet stone.

Read more at cleanfax.com/porous-stain-removal.

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Ultrasonic cleaning is one of the most efficient ways to clean items in the restoration industry, but ultrasonic cleaners are employed by many industries—including jewelery, manufacturing, restoration, and most recently, agricultural commodities for food safety applications.

Ultrasonic cleaning actually dates back to 1894 when British torpedo boat destroyer “Daring” found that its underperformance in speed was due to the propeller working against the water as opposed to working with it. This finding led to the theory of “cavitation.” Cavitation explained how the reaction of the bubbles against the propeller created pressure as well as noise with ultra-high frequency sound waves. This reaction—albeit not effective for submarines that needed to operate at high speeds and in silence—introduced a scrubbing action that could be harnessed for cleaning.

Eventually, additional factors were added to aid in cleaning, such as a temperature to increase the ability to sanitize and clean as well as detergents or cleaning products to break down invisible surface dirt and malodors. Today, ultrasonic cleaning is a common method for deep cleaning used in the restoration industry.

Why ultrasonic cleaning?

Enhanced ultrasonic cleaning as we know it today allows restoration contractors to quickly, safely, and effectively clean a significant portion of damage. Items that are best for the ultrasonic cleaning process include those that have soot and dirt from fire damage, Category III water damage and all of the ills that come with it, and mold or mold staining on durable surfaces. Ultrasonic cleaning is the preferred process over cleaning items by hand, which is much more tedious and increases the likelihood of neglecting areas that could retain odors and other possibly
harmful contaminates.

Images courtesy of Fireline Ultrasonics.

As the ultrasonic cleaning process has evolved, new equipment has been introduced to help us take maximum advantage of not only ultrasonic waves, but also the advancement of cleaning detergents available for different tasks. Detergents used in ultrasonic cleaning will have varying pH levels associated with them, depending on the type and severity of the loss. Utilizing the right cleaner with the proper pH, temperature, loading, and frequency is key.

Ultrasonic cleaners are capable of cleaning a wide range of items including soft good items like silk flowers or fabric blinds; hard-surface items like glassware or ceramics; and even a limited array of electronics. The multi-functional nature of an ultrasonic cleaner makes it an invaluable resource for restoration.

Ultrasonic cleaning requires training

Because an ultrasonic cleaning system is not a cheap investment, it’s crucial to appropriately train team members before they participate in the process. Inventory training can also be provided via inventory support software, like Encircle or iCat, which are used to simplify the organization of the thousands of potential items that result from house fires or floods.

As for training cleaning and field teams on the ultrasonic process, equipment training is best provided by the manufacturer of your system. Additional advanced training can be completed through the Contents Loss Specialist and Fire Loss Specialist designations process of the Restoration Industry Association.

Be efficient from the start

The ultrasonic cleaning process starts out in the field while you are packing up the items to clean from a restoration service job.

Organization is the key to efficiency when packing teams and deciding what to add to ultrasonic cleaning kits for a project. Items you’ll be taking to clean will need to be organized according to how they will undergo the ultrasonic process (i.e., all hardware together, software together, etc.).

As an example of how organization might look, the process at my company is to organize contents into these categories: ultrasonic cleaning, hand cleaning, specialty services, and ASAP processing—and then by soil level. We then group and label the boxes according to their cleaning processes.

Once packaged, we deliver all of the organized and damaged items to our functional cleaning space. Our company uses a “vault-style” facility that packs items and personal possessions into moving vaults. Vaults are stored until they are ready for cleaning, at which point we transfer them from storage to the cleaning facility.

As dirty vaults are unloaded and processed, the cleaned and repackaged items get scanned and loaded into clean vaults. Regardless of your facility style—rack and pallet, vault, etc.—the storage and inventory process must accommodate the ultrasonic cleaning system.

The process is simple

There are many important steps to follow in ultrasonic cleaning, but overall, it’s a relatively simple process.

Images courtesy of Fireline Ultrasonics.

• Unpacking: When items are unpacked from pre-organized boxes, it’s important to color-code items with tags to ensure they remain organized.
• Pre-cleaning: This process actually begins in the field with the removal of loose dirt or soot with a lambswool duster. Air scrubbers are also used to help capture airborne particulates. Pre-cleaning must take place before you begin the ultrasonic process. For especially dirty items, you may need to pre-soak them.
• Pre-soaking tank: This tank allows for the first penetration of loose dirt and grease not freed up from the pre-cleaning/soaking actions. No ultrasonic waves or cavitation are used in this process as the tank has a water current moving through it to gently soak and remove loose dirt prior to the ultrasonic process. Filters also grab dirt and stash it away to keep your solution clean.
• The muscle: The ultrasonic machine works on remaining dirt and grease that is loosened in the pre-soak tank. With the cavitation bubbles imploding and creating friction and heat, cleaning takes place at a rapid rate. The transmission of the ultrasonic waves happens through stainless tanks, so you can insert a smaller tank inside the main tank, allowing for different solutions to have varying detergents and pH levels working for you at the same time. Note: Ultrasonic waves do not discriminate in what they scrub away, so be careful with items that have gold edging or hand-painted finishing. To prevent damage to delicate pieces, dip by hand and keep an eye out for any wear on those sensitive details.
• Detail rinse: After the ultrasonic cleaning process, items are rinsed as a final attempt to remove any remaining loose dirt, solution, or water.
• Dry: To dry, items are “air washed” by carefully applying dry and filtered, compressed air to items coming out of the detail rinse area. To avoid potential for mold, eliminate as much moisture as possible with a high-powered tunnel dryer.
• Re-packing: Once all items have been thoroughly cleaned and dried, items are packed in new boxes for their return to the owner. Inventory tags are a great way to help keep items organized
  before their delivery back to the client.

While it may be an expensive initial purchase, an ultrasonic cleaner is easy to use and incredibly effective for deep cleaning and long-term value to your business. As a restoration contractor, I see it as an invaluable investment worth making.

Jay Van Deusen is the franchise owner of Rainbow International of Northeastern Maryland, a Neighborly company, and an independently owned and operated franchise business. He serves as secretary of the Executive Committee for the Restoration Industry Association Board of Directors and as a member of Rainbow International’s Franchise Advisory Council. Van Deusen is designated a Contents Loss Specialist and Fire Loss Specialist through the RIA. He can be reached at jay@rainbowofchesapeake.com.

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It seems the world has gone oxi-crazy since the OxiClean infomercials of the early 2000s. We use hydrogen peroxide in the cleaning and restoration industry to brighten, sanitize, and eliminate stains, but just how effective are oxidizers at eliminating pet urine odors?

While they work instantly on urine odors, oxidizers are actually counterproductive at delivering long-term, odor-eliminating results. Oxidizers remove the appearance of organic stains while having antimicrobial effects. While they quickly eliminate urine odors, many professional cleaners may not fully understand what is occurring and why they are providing a short-term solution to a long-term problem.

One of the greatest misconceptions in our industry is that oxidizers eliminate pet urine odors permanently, but the nitrogen cycle teaches us otherwise.

Understanding the nitrogen cycle in relation to oxidizers and urine

Our ecosystem has an interesting way of renewing life-giving nutrients, and nitrogen is one of the most abundant. All forms of life require nitrogen as it is one of the building blocks of our existence. Nitrogen helps create amino acids that ultimately result in DNA, which is critical for life and reproduction.

The nitrogen cycle reflects how nitrogen converts from solid, liquid, and gaseous forms as it cycles through our environment. Lightening, rain, decaying waste, and microbes all play an important role in the nitrogen cycle, and pet urine within carpet is no exception.

When it comes to applying oxidizers to pet urine contamination, the results are instant. The odor disappears immediately but for reasons that are counterproductive. Pet urine contains many sources of nitrogen including creatinine, urea, and uric acid (uric salt). Special ammonifying bacteria populate the nitrogen-rich waste to break down the nitrogen into its gaseous form of ammonia. This stage within the nitrogen cycle is known as ammonification. The resulting ammonia gas is lighter than air and becomes an unpleasant nuisance within a home as it wafts upward.

Ammonifying bacteria

Oxidizers eliminate bacteria on contact, particularly the ammonifying bacteria that were there converting the nitrogen to ammonia. While the urine odor may be gone, eliminating the bacteria is winning the battle, but losing the war. Because oxidizers and other non-bacterial cleaners cannot remove nitrogen, the area will eventually repopulate with ammonifying bacteria until the nitrogen is successfully converted to ammonia—no exceptions. Oddly enough the ammonifying bacteria were helping rid the area of nitrogen, just not fast enough for the customer’s sense of smell.

Uric salt

Another concern with using oxidizers is that they do not effectively remove the uric salt. Uric salt, a waste product of pet urine, is a desiccant that absorbs moisture while providing life-giving water for bacterial growth. Once the hydrogen peroxide loses oxygen, it turns into water.

The sodium and nitrogen content of uric salt, along with atmospheric moisture, creates the perfect environment for the ammonifying bacteria to return. I call this the “uric salt cycle” as it kickstarts the nitrogen cycle within a habitable environment, which produces ammonia gas on days of high humidity. The moist uric salt now has all it needs to welcome the bacteria back.

Permanent pet urine odor removal

Is complete urine odor removal even achievable? The only way to remove urine odor permanently is to replace the carpet and pad and either seal or replace the sub-floor beneath. But this is unnecessary as there are products available that can eliminate significant amounts of urine odor by using the nitrogen cycle to its advantage.

Aside from replacing the floor, the only effective way to eliminate the nitrogen is to speed up the ammonification process by adding more bacteria—not taking them away with oxidizers. A quality spore-form bacterial digestant creates enzymes to help the ammonifying bacteria to digest the available nitrogen. This allows the nitrogen to quickly pass to its gaseous form of ammonia.

Changing cleaner and customer expectations

As previously stated, enzymes offer a more permanent solution for pet urine odor removal. Next to completely replacing the floor, no cleaning solution can offer complete pet urine odor removal. While complete odor removal may occur, it is a low possibility. Pet urine can seep deep into fibers, wood, and concrete subfloors, and one or two service visits just cannot reach all the contaminated areas.

Because oxidizers work so fast at eliminating urine odor, the industry as a whole has grown more confident in offering urine odor removal cleaners. However, as long as the nitrogen remains, the nitrogen cycle will continue, and the ammonia smell will return. Even if we professional cleaners offer a quality, spore-form bacterial digestant that is applied perfectly, we should still approach pet urine with far more humility and with mitigation in mind. We should not only be focusing on mitigating the odor significantly, but also educating our customers on why full odor removal is unlikely. While complete odor removal may occur, pet urine that has permeated hardwood or concrete subflooring is far more troublesome long term than most may realize.

No new floor, no odor guarantee

We need to inform our customers that the only way to achieve complete urine odor removal is to replace the carpet, pad, and subfloor. This is the key to delivering realistic expectations and ensuring we are not fully liable if odors remain.

While some customers may consider replacing the floor, it is best to inform them that treating the odor first justifies the cost even if it is a failure. Treating pet urine is only 5% of the replacement cost of new carpet and pad, so odor treatment is well worth the attempt. When a customer understands that replacing the floor is the only way to eliminate the urine odor, it recasts our role as a professional mitigator rather than an odor eliminator.

By no means does this mean we are attempting to flee liability, but there are a handful of solid reasons to never guarantee complete urine odor removal. I have experienced countless conversations in which I had to remind customers of our disclaimer that complete floor replacement is the only way to meet their expectations if they want a 100% urine odor removal guarantee.

The oxidized battle cry

I have heard many professional cleaners say they do not have time for enzymes to work and have oxidized urine jobs for years without any callbacks. This repeated expression is a near battle cry within industry forums, likely because oxidizers deliver such instant results. However, after the oxidizing effect dissipates, the nitrogen cycle continues, as do odors and the potential loss of reoccurring business.

It is important to realize that our customers are the opposite of us cleaners. We are typically the DIY type; they are not. When the odor returns, many will call on your competitor without you knowing. I know this firsthand because it is exactly how I gained many customers when I started my cleaning business years ago.

Most of our customers are loyal to results and value only. They have to be since they can’t simply do it themselves. Unfortunately, gauging results by lack of callbacks is not a successful strategy to measure results or success; rather, try calling those customers a month or two after the service.

Rethinking our role

Pet urine is so pervasive that it may require additional applications on separate appointments. Yes, one service visit may not cut it. The cleaning company cannot be faulted for this if they fully disclaim the nitrogen cycle and use a quality enzymatic cleaner properly. There are several reasons we cleaners should not take fault, and the big one is that pet urine can seep deep into textiles, hardwood floors, and concrete where one service visit is just not enough. It does become the cleaning company’s fault when they do not educate the customer on the nitrogen cycle and the possibility that complete odor removal may not occur.

Becoming the expert by educating the customer on the nitrogen cycle is a way to grow the credibility of your brand in the long run. Explaining the nitrogen cycle sets realistic expectations, gains trust in your brand, and gives you more credibility as an expert even if some odor remains. Oddly enough, assuming the role of mitigating the urine odor instead of guaranteeing complete odor removal produces better customer satisfaction, more referrals, and a trustworthy reputation.

Brandon Branco is the owner and head formulator of Ur-OUT Brand Products headquartered in the Chicago area. He is the previous owner of a water damage restoration company in Indiana and the current owner of a floor cleaning company in Nashville, Tenn. Visit for more information.

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Truckmount cleaning systems continue to advance in performance, reliability, and versatility beyond just carpet cleaning machines. Some of today’s larger truckmounts are powerful enough to operate three cleaning tools and capable of hot-water, high-pressure washing and waste water recovery.

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Regardless of the size and make or model of the truckmount equipment, there are certain components and systems required to manufacture a quality high-performance truckmount cleaning machine.

Michael Roden, vice president of engineering at Legend Brands, has designed truckmounts for over 30 years.  According to Roden, “A great truckmount starts with these pillars: Engine, blower, water pump and heat exchange system, and how those components work together.”

Engine

Generally, there are two types of truckmount systems, typically referred to as direct-drive and slide-in systems.

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Direct-drive systems use the vehicle’s engine to generate the power required for the blower and water pump and to heat the water. The most commonly used vehicle for direct-drive truckmounts is the Chevrolet/GMC V-8 van.

The term “slide in” is a bit of a misnomer as the truckmount should always be securely installed by a trained professional to ensure regulatory compliance and driver/operator safety. The cleaning industry’s most popular platform, slide-in truckmounts are powered by industrial engines that are designed to operate under load at constant RPM, with engines ranging from twin-cylinder air-cooled engines to four-cylinder, liquid-cooled, fuel-injected engines. These purpose-built industrial engines are selected by horsepower, torque requirements, fuel efficiency, and expected lifespan.

Vacuum System
An example of a vacuum system’s components
Graphic courtesy of Legend Brands

Vacuum blowers

Engine-driven vacuum blowers range greatly in size and specification. Blowers for truckmounts should always be matched to the specification of the drive engine.  For example, if the blower manufacturer states that optimum performance requires the blower to turn at 3,400 RPM with 18 horsepower, then the engine should exceed those specifications. Critical to vacuum performance is a well-designed recovery tank and pre-filtration system.

Pressure pumps

The two ratings most critical to cleaning are the truckmount’s pump pressure rating and gallons per minute (GPM) capabilities at operating RPMs. Most truckmounts are typically designed to clean carpet with a traditional scrub wand at 400-500 psi. Higher quality units produce at least 900 psi and 2.5 GPM, generating enough power to operate hard surface tools. With many cleaners expanding their service offerings beyond carpet cleaning to hard surface cleaning, which requires higher pressures and flow, some units are now capable of pressure washing at 2,500 psi and 5.7 GPM.

Heating systems

Heat Exchange Airflow
-Exhaust from the vacuum blower is deposited into the silencer.
-Hot engine exhaust flows into the silencer and mixes with the blower exhaust.
-This mixture flows through the heat exchanger transition and into the main heat exchanger where it is passed over the water coils and out the exhaust port.
Graphic courtesy of Legend Brands

While a few manufacturers still use secondary fuel heaters like propane boilers to heat cleaning solutions, for the most part, the industry has shifted to heat-exchange systems. These systems capture the previously wasted heat generated by the drive engine and vacuum blower. Heat exchange systems provide free, clean heat, thus reducing operating costs and the system’s carbon footprint.

Modern heat exchange systems are so highly efficient that several truckmount models are capable of maintaining super-heated water temps for multiple tools at the same time. Critical to any heat-exchange truckmount is the solution temperature control system. Modern electronic thermostatic controls allow for safe and accurate regulation of water temperatures.

All truckmount systems working together

While it may seem fairly simple to buy some parts and bolt them together, it takes much more to achieve the best system possible. Roden says the key is creating an extremely balanced system so that each component compliments the others. The bottom line is a balanced truckmount system, engineered to match components, provides optimized performance and durability.

System Flow Chart
A high-level view of how a truckmount’s components function together.
Graphic courtesy of Legend Brands

Dennis Bruders’ extensive knowledge of truckmounts comes from his 28 years of experience in carpet and rug cleaning and restoration and cleaning equipment distribution, then working closely during the last seven years with the equipment and product development team at .

The post Breaking Down the Truckmount appeared first on Cleanfax.

Recently, I published an article entitled Success on Water Losses. It gave a comprehensive look at using the ANSI/IICRC S500  (S500) and concluded by urging the use of this important tool.

Since then some have asked for more information on how to better interpret this technical standard and reference guide. This article will discuss some ways to properly use it and a few key words of wisdom.

Important Definitions of the S500

Each S500 that the publishes includes a page in the front of each that discusses Important Definitions that are used. These definitions provide a level of importance for procedures and practices outlined in the standard and reference guide.

We will begin by discussing these Important Definitions and then we will look at some examples of how they are used in the S500 to differentiate importance.

There are five key definitions listed below that are on page nine of the ANSI/IICRC S500 Fourth Edition. First, we must understand their meanings before applying them to practices and procedures. The second step is to apply them in real life. Examples are given after each key definition.

• Shall: When the term “shall” is used in this document, it means the practice or procedure is mandatory due to natural law or regulatory requirement, including occupational, public health, and other relevant laws, rules, or regulations, and is, therefore, a component of the accepted “standard of care” to be followed.
  • Example: “The OSHA Standard on Control of Hazardous Energy (Lockout/Tagout) found in 29 CFR 1910.147, delineates steps restorers shall take to prevent accidents associated with hazardous energy.” This statement uses “shall” to provide the restorer with an OSHA requirement found in the 29 CFR 1910 that must be followed due to occupational laws. [8.12]
• Should: When the term “should” is used in this document, it means that the practice or procedure is a component of the accepted “standard of care” to be followed, while not mandatory by regulatory requirements.
  • Example: “Following the implementation of an initial calculation, the restorer should consider other factors that may require adjustments… After the initial installation, appropriate adjustments (e.g., increase, decrease, reposition) in dehumidification equipment capacity should be made based on psychometric readings.” [13.5.6.2] While the initial equipment calculations are where many restorers stop, this statement says restorers “‘should’ consider other factors” and “equipment capacity ‘should’ be made based” on the psychometric readings taken. This directs the restorer to place the proper amount of equipment based on the readings taken and not just the formula.
• Recommend(ed): When the term “recommend(ed)” is used in this document, it means that the practice or procedure is advised or suggested but is not a component of the accepted “standard of care” to be followed.
  • Example: “It is recommended that the restorer record reading at the same locations until drying goals have been met and documented.” [13.5.7] While the restorer could take readings wherever they wish, the standard “recommends” the suggested approach would be to record readings at the same locations.
• May: When the term “may” is used in this document, it signifies permission expressed by the document, and means that a referenced practice or procedure is permissible within the limits of this document, but is not a component of the accepted “standard of care” to be followed.
  • Example: “Restorers may also consider a continuous use of outdoor air while dehumidification systems are deployed, when conditions are appropriate.” [13.5.5.1.3] Using “may” in this statement says the practice or procedure of “consider a continuous use of outdoor air” is permitted but not a component of the “standard of care.”
• Can: When the term “can” is used in this document, it signifies an ability or possibility open to a user of the document, and it means that a referenced practice or procedure is possible or capable of application, but is not a component of the accepted “standard of care” to be followed.
  • Example: “Restorers can use the installed HVAC system as a resource, provided contaminants will not be spread or the drying effort will not be negatively impacted.” [13.5.5.2] This statement using “can” says that this practice is possible or capable of being used, but also not a component of the accepted “standard of care.”

Knowledge leads to success

As you can see, the S500’s Important Definitions are important for restorers to understand as they follow the . Lack of knowledge of the intent of the standard can lead not only incomplete drying, but also potential legal liability to the restoration business.

By taking the time to review the principles presented, the application of the Important Definitions, and training your water restoration team, the ANSI/IICRC S500 can become an to produce success on water losses.

Dan Mesenburg has been in the cleaning and restoration industry for over 22 years. He is an IICRC board director, IICRC approved instructor, and WRT technical advisory committee chair. He and his wife own a ServiceMaster Restore franchise, and he serves as the regional training manager for a ServiceMaster distributor in the Midwest.

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