After a year in which most events and networking took place staring at a screen, the cleaning and restoration industry is finally getting back to in-person events. The Cleanfax team is looking forward to seeing all of our wonderful readers again this year.

In June, we headed to the RIA鈥檚 Restoration Convention + Industry Expo in Orlando. It was such a treat to get to catch up with old friends, talk with new ones, and meet, in person, people we鈥檝e only previously known virtually. The show was full of restoration industry pros, exploring exhibitor offerings and learning new skills. Time and again, the conversation turned to the pandemic and how everyone had been affected differently and in the same ways.

The Experience 2021

In September, we took our first trip back to Las Vegas for The Experience since the arrival of COVID. In many ways, the show will feel like old times: Former Cleanfax Editor and current 天美传媒 Media Director Jeff Cross presented on marketing strategies; Cleanfax frequent contributors Sonny Ahuja and Lisa Wagner held sessions as well; I greeted people at our booth and mingled with attendees on the show floor; the flood house was flooded and repaired.

But also things were different. Everyone was wearing masks, both the vaccinated and unvaccinated, per Nevada鈥檚 mandate, and people many still maintained distance between themselves and other attendees. The important thing, though, was finding that sense of camaraderie we feel at industry events and experiencing that sense of normalcy we鈥檝e all been missing.

The shows will continue. 颁濒别补苍蹿补虫鈥檚 parent association, 天美传媒, will hold its flagship event, , November 15-18 in Las Vegas, as well. Event organizers for the show, known for bringing together professional cleaners from all over the world, have worked with local, state, and federal agencies to follow the best guidance and set up safety protocols to keep attendees safe.

All these shows have worked hard over the last year and a half to find ways to keep the cleaning industry meeting up, still learning and growing. So, mask up and head out to some in-person events, and remember what it feels like to come together as peers.

The show must go on.

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

The post The Return of In-Person Events appeared first on Cleanfax.

The customer told us the last cleaner had left after seeing the carpet and saying it could not be cleaned. After our screening process, we arrived and inspected the oil-based stains, tested, and found they were removable. Once we completed a thorough pre-vacuuming with a CRI Silver-certified vacuum, we applied a 12.5-ph cleaning solution followed by a 15-minute dwell with counter-rotating brush mechanical agitation. While watching the magic happen, the client鈥檚 mouth dropped. We extracted with a 5.5-ph rinse, speed dried, and satisfied the client with amazing results.

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]

Counter-rotating brush (CRBs) machines are still fairly new in the long history of carpet cleaning. In our annual Carpet Cleaning Benchmarking Surveys as well as in interviews and discussions with carpet cleaners, they are consistently named a favorite modern industry innovation.

The post Hallway Carpet Rescue [Photo Contest] appeared first on Cleanfax.

After more than a year of social distancing, we are finally starting to feel a sense of normalcy, and I am excitedly greeting pieces of my former life. I am enjoying, like most of you, the opportunity to once again socialize with friends and family, the weekend gathering at someone鈥檚 home or at a restaurant to laugh and talk about each other鈥檚 lives, or going to movie and sporting events with my friends.

With my euphoric attitude, I must remember that our world has forever changed because of this pandemic. The reality is that social distancing and doing things virtually will continue to be a part of our vocabulary for years to come. There is a lot of opportunity to become a better company in the post-pandemic world, yet how we live and work now is framed by the past year and a half.

Business opportunity

The playbook for conducting business has dramatically changed, whether you are a small business or a large corporation. The most seismic change has been in working remotely. Every business leader has struggled with the decision of whether to bring people back into the office, and if they do, how to create a socially distanced workplace that accommodates collaboration. This will be a differentiator for all organizations over the next six months.

COVID-19 and the shelter-in-place orders caught most every business leader unprepared for remote working and business shutdowns. It created a heightened need for every company to embrace a digital transformation in all four functions of their business: sales and marketing, operations, human resources, and finance.

Partnership with sales and marketing

There is a mantra in business that states, 鈥渨ithout sales there is no business,鈥� and of course, being in sales throughout my busines career, I believe it to be true. Business is built upon sales, and when businesses grow, the economy accelerates the creation of opportunities. The challenge for growing businesses post-pandemic is how to connect with the customer when they are not leaving their home to go to work, to shop, or to socialize as in the past. How do you find customers if they are not in their office when you knock on the door?

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Marketing and sales teams need to work together more than ever before in this new digital business world. If you do not have an in-house marketing person, then hire a digital content marketing company to help you develop a marketing strategy. The companies that embrace digital marketing now will have a better opportunity to increase revenue. This is the time to develop a marketing plan that has an objective and strategies that help differentiate your company鈥檚 brand to the consumer. Be sure to measure your marketing results by establishing return on investment (ROI) metrics that demonstrate increased leads along with increased profitable revenue.

Marketing can play a major role in helping sales develop content that is tailored more to what the buyer wants to hear and less on products, services, and value propositions. Marketing content should educate and create thought leadership on challenges and issues that are unique to the target market. Marketing should be focused on a buyer-centric strategy that encourages conversation. The content must be relevant, valuable at each stage of the client鈥檚 journey, and found on the channels where the client searches for information.

Here are five marketing tools that the marketing team can create for the sales team to use as touch points with a target market:

1. Articles, blogs, whitepapers, infographics, and slide decks that support ongoing conversations. These should be posted on social media sites as well as your company鈥檚 website.
2. Video testimonials recorded by current customers to be posted on social media sites or embedded in emails to prospective clients.
3. An inventory of pre-written emails in your CRM. This ensures all emails are written with correct spelling and grammar and have a clear, concise point. They can be personalized and customized to the context of your sales team鈥檚 conversation.
4. Thought leadership videos that can be used on social media sites and company web pages or embedded in emails, social media messages, and text messages.
5. Live group learning webinars and podcasts that create value for a target market to gain insight on how to resolve industry-specific pains.

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Virtual sales plan

Just as the marketing team should have a marketing plan that outlines the message and platforms used to create prospect engagement, the sales team should have a plan that outlines the virtual sales process from prospect engagement to the first order and through to maintaining the client.

The sales plan begins with a sales objective that is supported with measurable metrics. The next step requires the sales and marketing teams to define the target markets (customers). Who are you wanting to do business with? How can your company鈥檚 services or products resolve the target market鈥檚 needs and pains?

Sales and marketing teams need to recognize that Shakespeare鈥檚 famous quote, 鈥渢he world is your oyster鈥� does not hold true for them due to limited capacity and budgets, so they must limit the number of target markets. Narrow your focus and personalize your sales and marketing efforts to target the best accounts. This strategy is known as account-based marketing. Once the sales and marketing teams understand the needs and pains of the target market, they should conduct a SWOT analysis of the competition and of your company. This analysis will uncover areas where opportunity for differentiators exists along with the differentiators your company can already offer the defined target market.

Sales process/map

The biggest opportunity for all businesses in the current climate is to create a well-designed, documented sales method that is executed the same at each stage of the sales process. Start with defined approaches for each prospect and then lay out a tactical map from the first touch to the close.

Accept the reality that face-to-face selling is not coming back. Accept the new virtual sales process. Learn alternative forms of communication.

Map out every touch point in your sales process that supports your virtual meetings. Your goal is to stay top of mind with the prospect by continuing the conversation even when you are not talking to them. Here are some touch points clients I work with have found successful:

• Follow-up emails with an embedded video message
• Follow-up emails with value-add handouts (VAH) attached
• Handwritten notes sent through the mail
• LinkedIn messages with a video message or VAH attached
• Text messages with a video message or VAH attached
• Purposeful phone calls.

Do not underestimate these touch points, as they can differentiate your company from the competition. If you spend time planning for success, you will have much more success in selling virtually in our post-pandemic reality.

John Monroe is a Business Development Advisor for Violand Management Associates (VMA), a respected consulting company in the restoration and cleaning industries. Monroe is a leading expert in marketing, sales, and sales management for the restoration and cleaning industries with over 30 years of experience in those fields.听Through Violand, Monroe works with companies to develop their people and profits.听To reach him, visit 听or call 800-360-3513.

The post The Post-Pandemic Business Growth Playbook appeared first on Cleanfax.

Why do we install air filtration devices (AFDs) on water damage jobs?

• They provide the occupant with a cleaner, safer indoor environment.¹
• Even clean-water losses are susceptible to compromised indoor air quality.¹
• The high-velocity airflow necessary for effective drying does more than evaporate moisture into the air. It also stirs up millions of microscopic particles that have been trapped in the carpet or have settled on structural materials.¹
• An air scrubber helps prevent these undesirable鈥攁nd potentially harmful鈥攑articles from remaining in the indoor environment. By greatly reducing the types and quantity of airborne particles, an air scrubber also reduces the chances that occupants or technicians will inhale contaminants.1
• To help reduce the risk of spreading COVID-19² and other airborne pathogens, using AFDs is a prudent step for all projects.
• OSHA General Duty Clause 29 U.S.C. 搂 654 says each employer shall furnish to each of his employees a place of employment which is free from recognized hazards that are causing or are likely to cause death or serious physical harm to his employees.³

What is a HEPA filter?

HEPA听is a type of pleated mechanical air filter. It is an acronym for 鈥渉igh efficiency particulate air [filter],鈥� as officially defined by the U.S. Department of Energy.听This type of air filter theoretically can remove at least 99.97% of dust, pollen, mold, bacteria, and any airborne particles with a size of 0.3听microns (碌m), also referred to as micrometers.

The 0.3-micron diameter specification responds to the worst case, the most penetrating particle size (MPPS). Particles that are larger or smaller are trapped with even higher efficiency. Using the worst-case particle size results in the worst-case efficiency rating (i.e., 99.97% or better for all particle sizes).⁴

Image courtesy of the EPA.

What is a micron?

A micron is one-millionth of a meter鈥攐r approximately 1/25,000 of an inch. For reference, see the graphic to the right.

What is particle matter (PM)?

PMs are particles sized less than 10 碌m, which are considered the most harmful to health. Those particles less than 2.5 碌m are considered fine PM and pose the greatest risk to health.⁴

Is a high efficiency particulate air negative air machine an air scrubber?

Yes. A HEPA negative air machine, when used in mold remediation and asbestos abatement, is vented outside of the containment area (typically outdoors) to filter the air exhausted and create negative air pressure to contain contamination that could be released during demolition or remediation. When used without venting, it becomes an air scrubber, often referred to as an air filtration device, to filter the air in a room.

How many AFDs should be installed?

The minimum air changes per hour (ACH) recommended by many sources is 4 ACH. To calculate the number of machines needed, use this formula:

Cubic feet (L x W x H) x 4 ACH = ACH/60 (minutes in an hour) = Cubic feet per minute (CFM)

One should then compare the formula鈥檚 results to the published rating of the AFD in cubic feet per minute to determine the minimum number of AFDs to install.

What does the IICRC say about AFDs?

The Institute of Inspection Cleaning and Restoration Certification says of AFDs:

鈥淭he drying process can aerosolize soil and particulates present in the environment. As water evaporates from surfaces and materials such as carpet, more particles can aerosolize, creating possible health, safety, comfort, and cleanliness issues. Where cleaning cannot sufficiently remove soil or particulates, or there are high-risk occupants, it is recommended restorers install one or more air filtration devices.鈥�⁵

What are the harmful effects of PM?

Particulate matter contains microscopic solids or liquid droplets that are so small they can be inhaled听and cause serious health problems. The size of particles is directly linked to their potential for causing health problems. Small particles, less than 10 碌m in diameter, pose the greatest problems because they can get deep into the lungs, and some may even get into the bloodstream. Of these, particles less than 2.5 碌m in diameter, also known as fine particles, particulate matter, or PM, pose the greatest risk to health.⁶

Exposure to such particles can affect both your lungs and your heart.听Numerous scientific studies have linked particle pollution exposure to a variety of problems including:

• Premature death in people with heart or lung disease
• Non-fatal heart attacks
• Irregular heartbeat
• 础驳驳谤补惫补迟别诲听
• Decreased lung function
• Increased respiratory symptoms, such as irritation of the airways, coughing, or difficulty breathing.

People with heart or lung diseases, children, and older adults are the most likely to be affected by particle pollution exposure.⁷

听搁别蝉辞耻谤肠别蝉

1. Legend Brands鈥� Guide to Air Scrubbing
   
2. CDC Guide to COVID-19: Ventilation in Buildings
   
3. OSHA Laws & Regulations: OSH Act of 1970
   
4. EPA Guide to Indoor Air Quality: What is a HEPA Filter?
   
5. 鈥淚nitial Cleaning, Category 1 Water,鈥� ANSI/IICRC S500-2021 Standard for Professional Water Damage Restoration, 5th Edition, 12.4.5
   
6. EPA Particulate Matter Pollution: Particulate Matter Basics
   
7. EPA Particulate Matter Pollution: Health and Environmental Effects of Particulate Matter
   
8. Restoration Sciences Academy: Air Filtration and Airflow Report and Conclusions
   
9. Practical Application: S500 2015 and AFDS
   cleanfax.com/restoration/afds

David Oakes has worked in the cleaning and restoration field since 1973. He consults for both restoration contractors and insurance companies and has served as an expert witness in state and federal court. Oakes is an RIA Certified Restorer, holds multiple IICRC certifications, and is an IICRC approved instructor, teaching restorative drying classes, among others. He is currently chairman of the ANSI/S540 2021 Consensus Body and serves on the Field Guide for S&H for Restoration Professionals and the Harmonized Industry Glossary Committee.

The post A Guide to HEPA and Air Filtration Devices appeared first on Cleanfax.

An unusual outbreak of a pneumonia-like lung infection caused by a previously unknown bacterium occurred in July 1976 among people who went to a convention of the American Legion in Philadelphia, Pennsylvania. A total of 182 people were infected, and 29 of those cases were fatal. The spread of the bacterium appeared to be airborne. This illness eventually became known as Legionnaires鈥� disease.

Legionnaires’ disease is a severe form of pneumonia-type lung inflammation usually caused by a bacterium known as Legionella, which infects the respiratory system if it is inhaled. Legionella is a type of bacterium found naturally in freshwater environments, like lakes and streams. Once Legionella bacteria is protected by a biofilm, it is difficult to destroy and can become aerosolized. It becomes a health concern when it grows and spreads in human-made building water systems such as:

• Showers, showerheads, and sink faucets
• Sump pumps and sump pump pits
• Cooling towers (structures that contain water and a fan as part of centralized air cooling systems for building or industrial processes)
• Hot tubs that are not drained after each use
• Decorative fountains and water features
• Hot water tanks and heaters
• Large plumbing systems and pipe dead legs
• Evaporative coolers
• Nebulizers
• Humidifiers
• Windshield washers
• Central air conditioning drip pans and condensation outlets
• Ice-making machines
• Misting systems typically found in grocery-store produce sections.

Ongoing issues with Legionella bacteria

Unfortunately, during the ongoing coronavirus pandemic, many buildings were completely closed or shut down. One result from building shutdowns and vacancies is that stagnant water could be present in the buildings鈥� water systems and water sources, which can lead to Legionella bacteria outbreaks.

After Legionella bacteria grows and multiplies in a building鈥檚 water system, water containing this bacteria can spread in droplets tiny enough for people to breathe in. People can be infected with Legionnaires鈥� disease or Pontiac fever when they inhale small droplets/ water or contaminated soil that contains the bacteria.

Occasionally, people can get sick by aspiration of drinking water containing Legionella bacteria. This happens when water accidentally goes into the lungs while drinking. People at increased risk of aspiration include those with swallowing difficulties.

In general, people do not spread Legionnaires鈥� disease and Pontiac fever to other people; however, this may be possible under rare circumstances.

Legionella bacteria and the restoration industry

In the restoration industry, the Institute of Inspection Cleaning and Restoration Certification (IICRC) is the organization that sets the restoration industry鈥檚 standards and practices. The IICRC鈥檚 standards and practices ensure every water mitigation and remediation project is completed safely and correctly. There are three levels of water sanitation when approaching a water restoration job:

• Category 1: “Clean water” is from a source that poses no substantial harm to people. Water that overflowed while running your bath water or leaked from a supply line for an ice maker, dishwasher, or clothes washer are good examples. This assumes that the surfaces being flooded are reasonably clean. Flooding from clean water is usually treated by extracting standing water. Air movers are set up to create evaporation and dehumidifiers to remove the moisture from the air. After 48 hours, a Category 1 can become a Category 2.

• Category 2: “Gray water” poses health risks due to significant levels of contamination of bacteria, mold, and/or chemicals. This includes dirty water from washing machines and dishwashers, as well as leaks from water beds, broken aquariums, and urine. The water restoration technician should wear some personal protection equipment (PPE). The carpet padding is usually removed and replaced because its sponge-like structure offers the perfect environment for bacterial and mold growth. A Category 2 can become a Category 3 situation if left untreated for two days or more due to rampant bacterial breeding and microbial growth.

• Category 3: “Black water” contains disease-causing organisms, toxins, is grossly unsanitary, and is a biohazard. Typical black water conditions occur from a sewer backup, a broken toilet bowl containing feces, and rising floodwaters. (Rising floodwater is considered Category 3 because of the possibility of chemicals and organisms found in lawn chemicals, fertilizers, animal feces, decaying ground debris, and overfilled sewer and septic systems.) Serious diseases are likely to be present in rising floodwaters. The water restoration technician must wear full-body PPE. Affected objects such as carpet, padding, and Sheetrock must be removed and disposed of safely and properly. A virucide, biocide, and/or fungicide must be applied to kill microorganisms on site.

Regarding Legionella bacterium, a person might assume an ordinary freshwater source, such as a hot water heater, shower leak, fountain leak, HVAC condensation line, or sprinkler pipe system, might be a Category 1 water damage restoration project. However, if the water source has been stagnant for several days, weeks, months, or years, it may contain Legionella bacterium, which is considered a biohazard. This can be the case for both commercial and residential buildings.

As a result, the assumed Category 1 freshwater source could actually be a Category 3 water damage restoration project. A new plan of action, preparation of personnel, and safe execution of the project must now be properly implemented to protect workers and occupants.

Best practices for water restoration

Here are some best practices for water damage restoration projects with a possible Legionella bacteria contamination:

1. Always assume the freshwater source is contaminated unless testing is completed for safety.
2. Commercial and residential properties that were vacant or shut down for some time need to be inspected and have sample swab or bottled testing of the water sources. Sample testing can occur onsite with the correct testing kits.
3. Once the water testing results are completed, then the proper plan of action and remediation occurs, personnel are prepared and instructed, and PPE is implemented.
4. Documentation, including creating building sketches, floor plans, building diagrams, emergency evacuation maps, emergency shut-off locations, pictures, videos, water testing results, and data logs, are necessary.

These best practices will help safely plan and execute commercial and residential water damage restoration projects that may involve Legionella bacterium.

Sources:

https://en.wikipedia.org/wiki/Legionnaires%27_disease#:~:text=Legionnaires’%20disease%20is%20a%20form,and%20diarrhea%20may%20also%20occur

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Jon A. Barrett is the marketing manager of SERVPRO of Blackwood and Gloucester Township, N.J., which is a veteran-owned small business, an independent franchise, and a registered government contractor. Barrett has over 30 years of remediation and restoration cleaning experience in the government, industrial, manufacturing, commercial, residential, and insurance industry sectors. He is a Certified Mold Remediator (CMR) and has certified training from (OSHA), the EPA, The Institute of Inspection, Cleaning and Restoration Certification, American Bio Recovery Association, EMSL Analytical Inc., Chilworth Technology Inc., Criterion Laboratories Inc., and the International Kitchen Exhaust Association.

The post Combatting Legionnaires鈥� Disease in Water Restoration Jobs appeared first on Cleanfax.

As with all chemical use in professional cleaning, the key to successfully using rinses is understanding the chemicals themselves. Both acidic and alkaline rinses offer exceptional aid in removing soils from carpet, but each provides usefulness under specific conditions. Each also offers special considerations that can change the outcome of cleaning. Let鈥檚 review the main points of each rinse type and how our cleaning can benefit most from them.

Acidic rinses

Some acidic rinse formulas are designed as听neutralizers, while formulas that have other acidic builders and high amounts of surfactants qualify as emulsifying rinses. All acidic rinses contain appropriate corrosion inhibitors that protect the metal parts in your equipment.

An听acidic neutralizing rinse听is primarily acidic, and sometimes an anionic hydrotrope or surfactant may be added to help break surface tension. This type of rinse will lower the alkalinity level of carpet after the emulsification of the prespray. The emulsification of oils and soils uses up some alkalinity in the prespray. The remaining pH of the carpet fiber is more a result of the total alkalinity of the prespray and the amount of oily soil emulsified than of the neutralizing rinse.

It is important to remember that low levels of acidic builders in neutralizing rinses reduce the thoroughness of the rinse. A neutralizing rinse depends more upon the lift of the vacuum in removing soils than on an acidic builder designed to help carry away soils in the water stream.

An听acidic emulsifying rinse听contains acidic builders and is designed to work with all carpet presprays. When you use an acidic emulsifying rinse for extraction, you accomplish several things at once and receive a cleaning and rinsing boost.

Acidic builders are designed to attach to the soil emulsified by any prespray and rinse it thoroughly out of the carpet at high dilutions. If the prespray has not completed the emulsification process, the rinse will finish this process in the rinsing step.

In addition, any alkaline residues in the carpet fibers will be neutralized by the rinse, which typically includes a low-foaming surfactant with good wetting characteristics that will help hold the diverse ingredients in a stable solution. The right surfactant forms a brittle residue which, along with an added polymer, helps leave the carpet in a state in which re-soiling issues do not occur.

Superior results with acidic rinses

Powdered acidic emulsifying rinses听developed within the last decade have proven to be better cleaners than their processors thanks to their different levels of key ingredients. Acidic neutralizing rinses also are now less expensive, and the ingredients are not used up by hard water. Acidic emulsifying rinses have ingredients that soften water in rinsing.

If you do not use a water softening system, the logical choice is to use an acidic neutralizing rinse. Both emulsifying rinses and neutralizing rinses can be used for cleaning upholstery with natural fibers and wool carpet and will soften fibers and limit browning. Acidic emulsifying rinses will more readily result in brighter and cleaner carpets while reducing the likelihood of other problems like wicking and re-soiling.

Also note that you do not need to turn off acidic emulsifying rinses at the truck when prespraying. Tests indicate that the pH of even moderate alkaline presprays is not significantly affected and that the diverse cleaning additives in acidic emulsifying rinses balance any impact on the pH of the prespray.

Alkaline rinses

For effective cleaning with an alkaline rinse, you must first understand the type of rinse you are using. Alkaline rinse formulas are divided by pH level:听neutral听(pH 7-8),听moderate听(pH 9-10), and听high听(pH 11+).

The key ingredient in alkaline rinses is phosphate. Sodium tripolyphosphate (STPP) is the primary phosphate used in powders, and tetrapotassium pyrophosphate (TKPP) is the primary phosphate used in liquids. Both of these phosphates have a moderate pH of 9 to 10. Products in this pH range will have the highest amount of phosphate, which is the most effective ingredient available to prevent redeposition of soils and has the ability to carry the most soils away in the water rinse stream.

A neutral-pH rinse can be used safely on natural fibers. A high-pH rinse adds a second level of cleaning for fibers in need of restorative cleaning. The moderate-pH rinse is the primary alkaline rinse used by professional cleaners.

Alkaline rinses contain more than just phosphates. In high pH rinses, you will also find sodium metasilicate and sodium carbonate making up a high percentage of the alkalinity; in neutral rinses, sodium bicarbonate and acidic phosphate make up a high percentage of the alkalinity.

Corrosion inhibitors may be added beyond sodium metasilicate, which serves as the inhibitor of choice for alkaline rinses.听Surfactants usually will be used to help the rinse penetrate deeper and faster into the carpet before the almost immediate extraction.

Some ingredients, such as solvents and hydrogen peroxide, are not used because the level of dilution makes them ineffective in rinses. Polymers are sometimes used to neutralize the propensity of some ingredients to attract soil; however, the high dilution prevents any possibility that the rinse will provide any stain resistance after its use.

Superior results with alkaline rinses

Once you select the rinse pH, you must determine the quality of water you will use. If treated water (reverse osmosis, deionized, or听softened) is not used, the phosphate in the rinse will immediately soften hard water in the solution hoses before being sprayed out of the wand jets, effectively wasting much of the phosphate needed for cleaning.

In lab testing, we determined that, at a 1-to-640 dilution in hard water of 15 grains, 80% of the phosphate is used up softening the water. This means only 20% of the phosphate was available to perform its designed cleaning functions. Therefore, it is highly recommended that water be treated before using an alkaline rinse.

Finally, note that high heat is especially useful in breaking down any remaining oils not already broken down by the prespray. The high-pH rinses designed for restorative cleaning and oil-bonded polyester fibers benefit the most from high heat. It is important to remember that high heat with hard water causes the minerals to leave the water stream and bond more readily to metal parts of the truckmount system like jets and quick connects.

In short, rinses are an excellent way to make sure you are leaving carpet as clean and residue-free as possible, but understanding the types of rinses is key to that success. Alkaline rinses are most beneficial when additional cleaning may be necessary. For fibers that do not need to be neutralized, you may primarily use an alkaline rinse. When neutralization or emulsification of oils is needed, cleaners can turn to acidic rinses.

Tom Forsythe, chemical product director for Aramsco, has developed more than 200 chemical products in the last 23 years.

The post Effectively Using Carpet Rinses appeared first on Cleanfax.

It鈥檚 no secret that the biggest challenge businesses of all sizes and in all industries have faced in recent years is finding and keeping talented workers, and this has been exacerbated by the labor shortage following the pandemic shutdown. This challenge is not going away anytime soon, but you can tilt the playing field in your favor by taking a slightly different approach to recruiting workers and retaining them.

With record-high unemployment causing intense competition for talented people at every level in business, from frontline workers to senior managers, it鈥檚 more important than ever to view the recruiting process in a different light. This is especially true for small businesses that need to compete within the same pool of candidates as well-funded, multinational companies.

Culture counts

In 2020, our organization wrote a comprehensive guide to recruiting and keeping the talent a small business needs to grow and continue to compete. Our research and experiences working with small businesses found the key to attracting these workers isn鈥檛 rooted in bidding up salaries, offering unsustainable perks, or writing cute employment ads.

Instead, attracting workers has to do with creating a company culture that makes people want to go to work and where they can find meaning in their work that goes beyond the tasks they perform. Admittedly, this can be tough to do in a carpet cleaning or restoration company where many of the company鈥檚 employees are essentially 鈥渞emote workers,鈥� rarely gathered together inside the business. It always requires hard work on the part of the company鈥檚 leadership, but it can be done.

Rather than starting the hiring process by looking at external factors or tangible rewards, we suggest starting the search by looking internally鈥攁t both the company and the company鈥檚 leadership.

Tough questions

When your goal is recruiting workers who are serious about building a career rather than just working for their next paycheck, you must realize that these top-notch candidates will have dramatically higher expectations of the companies to which they are applying. Just as you ask tough questions during an interview in an effort to make a sound hiring decision, talented candidates also want to be sure they are making the right career decision when hiring into a company.

By candidly considering a few hardball questions before recruiting new hires, you can gain valuable insights into just how attractive your company will be to highly talented candidates. Ask yourself how well you鈥檇 score if I asked you the following questions during my job interview.

If I had the chance to speak privately with three of your current employees, how would they describe you as a business leader and as a person?

If it were me asking this question, I would want to know how long each of these employees has been with your company. This would give me insights into the company鈥檚 culture and into you as a business leader. If they鈥檝e been with the company for a long time, I would want to know why they have stayed. If they haven鈥檛, I would be asking if they were hired to fill a vacated position, and if so, why the former employee left.

A high turnover rate in service-based businesses is a key performance indicator too many of us accept as a given and do little more than pay lip service to changing. When we get serious about lengthening our average employment tenure, it will include the difficult task of taking a candid look at the company culture, listening closely to our current employees鈥� needs, and demonstrating that they are heard and cared for.

On a professional level, how do you manage your people and the business?

Is the company growing? Why or why not? How aggressively are you pursuing new business? How aggressively are you marketing your services? Do you know why your customers buy from you and not from your competitors?

True professionals are looking for professional disciplines and practices. As someone who is looking for growth and opportunity, I would want to hear that all positions and departments in the organization are given clear performance expectations and that performance is measured against challenging, yet realistic, goals.

I would also want to know that this philosophy is supported in practice through routine feedback, reporting, meetings, evaluations, coaching, and support. Don鈥檛 just say, 鈥淭here is the goal; go get it.鈥� Provide the resources, training, and support necessary to be successful.

How do you conduct yourself, and what do you stand for?

I don鈥檛 expect anyone to be a saint, but I need to know if I should worry about the future of the company because of reckless behavior鈥攂ehavior that might cause you to make impaired business decisions or might show up in the news or in a YouTube video, embarrassing me and the company and possibly threatening our futures.

In the same way that most parents are blind to the shortcomings of their own children, most business owners are blind to their company鈥檚 deficiencies and the way others see them. Without an emotional attachment, most people see both children and companies as they really are. Asking yourself tough questions in an attempt to gain an outsider鈥檚 view before someone else asks them can help you build a workplace and a culture where people want to build their careers.

What have you done in the last three months to recognize outstanding performance by one of your people or teams?

All-expenses-paid trips or unsustainable raises aren鈥檛 expected, but do you recognize people with a simple 鈥渢hank you鈥� when they do a good job? Do you ask for their opinions and solicit their input before making business decisions? High-level candidates have more to offer than just a strong back and great customer service. Are you a strong enough business leader not to be threatened when one of your employees offers their opinion or actually wants to take ownership of their job?

What areas of professional growth are you, yourself, working on right now?

There鈥檚 a short ladder to climb in most small businesses, and I鈥檓 probably not going to pass you while you鈥檙e standing on it. This means my professional growth and income potential is limited by yours. Since I鈥檓 the kind of employee who鈥檚 looking to make a contribution to the company where I work and who wants to grow in my career, I want a business owner who鈥檚 doing the same. So, do you invest time and money in your own professional growth, or has your thinking and management style calcified into 鈥淭his is the way we鈥檝e always done things鈥�?

Are the work issues that keep you up at night now any different from those that kept you up at night a year ago?

When I have a business-related problem that I鈥檓 not able to resolve, I鈥檓 going to ask you for help. Where are you seeking help from if you鈥檙e continuing to struggle with the same problems?

If you won the lottery tomorrow, would you close the business?

If your answer to this question is yes or if you even hesitated when I asked it, then why would I want to risk my future by coming to work at your company? It鈥檚 not that I鈥檓 worried about you actually winning the lottery, but this might be an indication that you鈥檝e mentally checked out, you鈥檙e burned out, or you鈥檙e just not committed for the long haul. None of these are good from a company鈥檚 growth perspective because it means the company isn鈥檛 getting your full efforts. And if you鈥檙e not willing to give the business everything you鈥檝e got, why would I?

Final thoughts

In the current job market, highly talented job seekers can afford to be selective about the companies they consider, making it more important than ever for small businesses to correct internal deficiencies before recruiting workers. Asking tough questions about ourselves and our businesses can help us identify and address these deficiencies and not only attract the best employees, but also keep them.

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 profits. For more information, visit .

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The first instance of the porcelain splotching problem that Pailliotet experienced.

Porcelain tile used to be a durable flooring material that was fairly straightforward to clean, but in the last few years, professional cleaners around the world have begun encountering problems with porcelain tile cleaning, especially with newer porcelain products. When using high-pH presprays and cleaners, these tiles can dry with a splotchy pattern that is difficult to remove, and this can lead to dissatisfied customers and expensive restoration or replacement of the affected floor.

Industry experts Mike Pailliotet, founder of Mikey鈥檚 Board, and Mark Saiger, owner of Saiger鈥檚 Steam Clean, have seen the issue first-hand and are working diligently to come up with a solution for how to clean these popular flooring materials without damaging them.

Pailliotet first noticed the issue about three years ago when he was cleaning a newer floor using one of Saiger鈥檚 hard surface cleaning products. After cleaning and then rinsing the floor with water, the tile dried splotchy, but Pailliotet noted that the pattern of the marks was completely random, not correlating at all with his cleaning process or tools. This led him to believe it was a problem with either the cleaning solution or the floor. He was able to recreate the problem using a different high-pH cleaner, leaving just one possible culprit: the floor itself.

Pailliotet posted a video of that original floor on YouTube, and comments began trickling in from cleaners all over the world who had encountered the same phenomenon. Within the past six months, Pailliotet and Saiger have gotten an increasing number of calls, texts, comments, etc. Rarely a day goes by when they don鈥檛 hear about the problem.

Tile testing

Testing found results like this, where allowing an alkaline cleaner to dry would cause dramatic marking.

On a mission to discover the cause of this porcelain tile cleaning issue, Pailliotet and Saiger began conducting their own tests. They went to flooring suppliers and big box stores and acquired a wide range of sample porcelain tiles. They found that when these tiles are exposed to high-alkaline cleaners, whether liquid or powder, the same problem appears: a splotchy pattern that worsens and gets more difficult to remove with each cleaning.

In their tests, the problem didn鈥檛 always occur in the first cleaning of a sample tile, but subsequent cleanings resulted in splotching. 鈥淵ou could have been successful the first time鈥攕econd time you鈥檙e not going to be as successful and you run into this splotchiness,鈥� Saiger reports. Pailliotet found that even after buffing out the splotches, they reappear and worsen with each cleaning, becoming more difficult to remove. Pailliotet and Saiger also tried lower-pH cleaners, but eventually started to see the same effects with anything over a pH of 10.

Saiger admits they still don鈥檛 know exactly what the cause is, but 鈥渢he suspect is wear and tear on the floor鈥攈omeowners cleaning it, environmental [factors] like lights.鈥� He explains that porcelain should be very durable, but it seems newer porcelain products have a finish that degrades easily, resulting in this problem. 鈥淚 call it a zombie issue,鈥� Saiger says. 鈥淲e come in with a little higher power, a little more pH, a little more heat, and we expose what is going on there.鈥�

This porous porcelain is becoming more common. Here we can see the almost pin-hole nature of it.

Pailliotet points out that we can鈥檛 be sure what cleaning products a homeowner might have been using or how those could affect the finish on the tiles. When a cleaning solution that has typically been safe and effective for porcelain floors suddenly causes this splotching problem, 鈥渨e as the cleaner get blindsided, so we鈥檙e trying to get that word out,鈥� Saiger explains. 鈥淚t鈥檚 a panic mode; it really is. A skilled cleaner鈥攅ven myself when I see this鈥擨鈥檓 like, 鈥極h no.鈥欌��

Another unusual new product to be aware of is porous porcelain tiles, which are especially problematic because they absorb the cleaning solution, causing more splotchiness. Pailliotet had a customer who was oversold on how easy this type of floor would be to maintain but found that it soiled rapidly and was nearly impossible to keep clean. When he was called in for a professional cleaning, the prespray absorbed into the tiles and then wouldn鈥檛 respond to cleaning attempts. 鈥淚 had to constantly reapply the cleaner, re-emulsify it, and go really slow with the turbo,鈥� recalls Pailliotet.

Correcting the problem

Both in the field and in tests, Pailliotet has had some success removing the porcelain splotching by applying a neutral cleaner or acid rinse with water and then thoroughly buffing the floor; however, he and Saiger caution that, in the worst cases, it is not always possible to completely reverse the damage. 鈥淵ou can maybe get it to a level of satisfaction,鈥� says Saiger. 鈥淚t鈥檚 a little intense; it鈥檚 not a normal, easy thing for a carpet cleaner to do, but we tell [cleaners with this problem], start with buffing; start with neutral cleaner.鈥�

The porous porcelain absorbs cleaning chemicals. It then stops responding to cleaning and can leave behind marks.

Cleaning the porous porcelain with extraction offers drastic results after the homeowners found it impossible to clean.

To address more severe damage, MB Stone Care is developing an Italian porcelain restoration cream. Pailliotet explains this is a thick cream that polishes (or hones) the surface of the tile, but technicians will need to be careful because, if overworked, it can completely remove the glaze and even begin to remove the photograph under the glaze, which is what gives the tile its design. He suggests those without the proper experience and training leave this process to stone and tile restoration professionals.

What cleaners can do

Though Pailliotet and Saiger haven鈥檛 discovered the precise cause or a foolproof solution for porcelain tile splotching, they do have some tips for cleaners who encounter the issue in the field:

Testing using various product types鈥攑owders, liquids, different pHs, etc.

Identify the type and age of the floor: Just as you must be able to identify fibers to clean carpet, you must be able to distinguish between porcelain, ceramic, and stone in order to clean tile. Additionally, you need to determine the age of the floor since the splotching problem is a phenomenon of newer porcelain products. Pailliotet recommends asking your client when the floor was installed, and if you are unsure of its age, assume it is newer and proceed with caution.

Communicate with the client: Before you clean a floor that could be problematic, disclose to the client exactly what the risks are and your limitations to mitigate those risks. Pailliotet has created a free disclosure form cleaning technicians can use to discuss the risks with clients (downloadable at听). As you educate your clients about this issue, encourage them to schedule regular cleanings before the floor is badly soiled so that gentler chemicals can be used with good results and there are fewer risks of damage to tile coatings.

Work in smaller areas: Pailliotet notes that the problem seems to be more likely to occur when a high-alkaline product is allowed to dry on the floor before it is rinsed. When cleaning porcelain floors, he recommends working in 100- to 200-square-foot sections and keeping the product wet until it is thoroughly rinsed away.

Pay extra attention to traffic lanes and pivot areas: Saiger has noted many cases where the splotching is being revealed in these areas, most likely due to foot traffic wearing down the factory coatings.

Testing generally found using chemicals with a pH below 10 (right side) yielded the best results.

Use a neutral or lower-pH cleaner: Many newer floors are using high-performance grout that is polymer- or epoxy-based, is stain-resistant, and doesn鈥檛 require sealing. The benefit of these grouts is that high-alkaline cleaners might not be necessary to clean them, allowing professionals to use a gentler cleaning solution that may be less prone to splotching. 鈥淭hese floors are very easy to clean; you can clean them with a modified carpet cleaning wand nowadays,鈥� Pailliotet says. He recommends starting with a neutral cleaner and some dwell time to see if that can get the job done and working up from there if needed. This might take more time, but it is well worth it to avoid the unnecessary risk of ruining a client鈥檚 floor.

Saiger cautions there is no guarantee neutral or lower-pH cleaners won鈥檛 eventually cause the same issue, so be sure to follow their other recommendations on communicating with the client and working in small areas. Saiger says his team has been using a 9.5-pH solution and hasn鈥檛 run into trouble yet (His tests are ongoing.), but he has heard from cleaners in California who saw the splotching problem with a 9.9 pH solution. Since this is a new issue, Saiger notes there can be no promises about what will and won鈥檛 work at this point.

Aggressive efforts to correct the splotching issue can result in removing the finish, as it did here.

Decline the job: In the end, Pailliotet says if you aren鈥檛 confident in your abilities to clean porcelain floors or don鈥檛 have the equipment needed, like a 175 floor machine for buffing, you might consider declining porcelain tile cleaning jobs to avoid any liability for damaging the floors.

Final thoughts

This is an emerging problem in the industry, and even if you have not personally encountered it yet, you likely will in the future, especially if you work in areas of newer construction. Saiger and Pailliotet are committed to researching this issue and getting the word out, but they recommend professional cleaners do some of their own homework, too, especially as hard surface floors continue to grow in popularity in the main areas of homes.

鈥淪pend time in tile stores and big box stores,鈥� Pailliotet says. 鈥淪ee what they鈥檙e selling and what鈥檚 going to show up in the new developments in your area.鈥�

Amy Hughes is a freelance writer who has worked with Cleanfax for three years and has worked as a writer and editor for nine years. Reach out to her at amylynn.alh@gmail.com.

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As a restoration contractor, you can鈥檛 do your job without the third-party administrators (TPAs) and adjusters who are responsible for authorizing insurance payments for your work. Your job is to complete the work to the highest achievable standards, and their job is to worry about the bottom line, trying to reduce costs wherever possible while still delivering on the insurance policy. This can sometimes lead to contractors and adjusters being at odds over the right approach, but with a few tips and a better understanding of their role, you can develop better relationships with adjusters and help these interactions become smoother and more productive.

First impressions

Making a good first impression is an important initial step in developing productive relationships with adjusters. When you meet an adjuster at a loss site for the first time, before you can even finish introducing yourself, that adjuster already has formed an opinion of you based on three observations:

1. The condition of the vehicle you drove up in
2. Your demeanor (including your attire)
3. Whether you are a 鈥渇riend鈥� of the property owner or an objective professional.

The adjuster is looking to determine how ethical you are. Rookie adjusters are trained to 鈥渂e on the lookout鈥� for people trying to rip off insurance companies. Experienced adjusters are a bit more self-assured but also are 鈥渙n the lookout.鈥�

If an adjuster is judging your ethical standards based on their first impressions of you, consider how spick-and-span your vehicle and attire should be. Also consider what information is appropriate to share with them. There鈥檚 no need to mention if you are somehow connected to the property owner; you want to be perceived as an objective expert. Showing the adjuster that you are a capable, ethical restoration or mitigation contractor is more important than your IICRC certifications (although you can鈥檛 thrive in this industry without them), your multi-million-dollar warehouse, and your Hummer EV.

With that ethical foundation in place, you can build strong 鈥渟treet cred鈥� by making your professional certifications known through a series of restoration projects with that same adjuster. With good working relationships over time, you can become a preferred vendor with insurance programs. Hopefully, this makes the TPA adjuster who manages that program a bit more comfortable with who you are and your standards since you鈥檝e been vetted by program managers.

Different types of adjusters have different approaches to claim resolution and thus might require a different approach from you.

Working with field adjusters

Field adjusters who meet you at a loss site will either be a company staff adjuster (employed by the insurance company) or an independent adjuster (temporarily hired by the insurer for this claim only). They are there to assess a loss in person and reach a fair agreement with a bonafide contractor as to the mitigation and reconstruction of a covered loss.

Most field adjusters see their role as delivering the policy promise of indemnification while protecting the insurer from paying inflated claims. The two objectives are equally important to the field adjuster.

Given the opportunity, it is a smart move to scope a loss alongside field adjusters. If there are controversial areas, express your opinion as a 鈥渃oncern鈥� rather than a disagreement. For example, say, 鈥淚 have a concern that if we don鈥檛 do X, it will result in Y,鈥� instead of, 鈥淚 disagree.鈥� You can script a reasonable adjuster鈥檚 response by how you state the controversy.

Working with desk adjusters

On the other hand, TPAs, also known as preferred vendor programs, are usually populated by desk adjusters who have never been in the field. They鈥檝e never walked into a burned out or flooded building. They may speak to the policyholder by phone, but they never actually meet or deal with them face to face. It鈥檚 easier to say 鈥渘o鈥� under those circumstances, and it鈥檚 easier to clip the contractor鈥檚 wings on theoretical matters鈥攖oo much flooring or drywall replaced, too many painted areas, too many airmovers, etc.

Their goal is similar to a field adjuster: to prevent the insurance company from paying unnecessary charges. Desk adjusters tend to be master auditors who get great satisfaction from cutting your first estimate, and since they do not have experience in the field, many desk adjusters assume most estimates are not accurate, so you will need to convince them yours is.

The best way to deal with desk adjusters is to make sure you follow the program rules perfectly. Itemize absolutely everything you鈥檙e entitled to no matter how trivial because this may make up for areas where the payment will be cut. Presumably, following the program rules will result in the least cutting of payments. Again, if there is a controversy, express it as a concern, not a disagreement.

General tips

With any adjuster, use your expertise to explain why your proposal is the best and most efficient way to mitigate the loss. Don鈥檛 ever try to convince an adjuster that a certain course of action is necessary to avoid potential liability. Insurance is all about liability, so insurance adjusters are the utmost masters of any liability scenario. They have already considered potential liability and will not react to such as a reason for any action.

Restoration contractors talk, and you may hear some of your peers making sweeping generalizations about insurance adjusters. Understand that all is never true of all adjusters out there. It depends on whether they are a staff field adjuster, an independent field adjuster, or a TPA desk adjuster. When you鈥檝e worked with a few, you鈥檒l start to get the feel for how they approach claims, and you鈥檒l become more adept at building relationships with adjusters, adapting your approach to reach the best possible outcome using the parameters laid out here.

Mitigation and reconstruction are worthy and fruitful professions. You鈥檒l find that somewhere in the mix is the novel idea of taking care of the policyholder.

Peter Crosa is an executive general adjuster and CEO of Peter J. Crosa & Co., independent adjusters with offices in Florida and Georgia. He also serves as a lead instructor for the Restoration Strategies program. Crosa is author of The Complete Marketing Guide for Mitigation and Reconstruction Contractors. Reach him at or peter@peterjcrosa.net.

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