1 | Who are you, and what do you do?

My name is Claude Blackburn. I am the founder of Dri-Eaz Products, now part of Legend Brands.

I am currently retired and a philanthropist, husband, father, friend, private pilot, and pickleball player.

2 | How did you get started, and what are you known for in the industry?

When I was 20 (1971), I moved to Mount Vernon, Washington, with US$35 to my name. A high school dropout, I had no job or prospects. I had a Zep vacuum, a foam carpet cleaning machine, a 1959 Chrysler Newport, two children, and a young wife. I knocked on 10,000 doors, asking for work. If they didn’t want carpet cleaning, I would offer to clean their windows or weed their garden.

I joined the Carpet Cleaners Institute of the Northwest (CCINW) and began learning the trade. I was an early adopter of portable steam carpet cleaning (1973), truckmounted steam carpet cleaning (1974), and water damage restoration (1975). I started teaching water damage restoration in 1978, and by 1980, I had written a popular manual, The Carpet Cleaners Guide to Water Damage Restoration.

I invented, manufactured, and sold the first high-density foam blocks for carpet cleaners. By 1981, I was traveling and offering my $98 seminar on water damage restoration, which thousands of carpet cleaners attended.

In the 1980s and 1990s, I was known for providing state-of-the-art drying products and education. We were the first company in the world to manufacture plastic air movers. When I sold the company in 2005, its annual sales had grown to $50 million. As a philanthropist, I aim to donate 50% of my net worth to charitable causes.

3 | Who has impacted you the most in life?

My parents taught me the value of money. At 11 years of age, I started working as a dishwasher at Hong’s Café. From then on, I purchased everything I needed, including my school clothes. My dad was a tough negotiator. So, I learned about earning and managing money before I finished grade school. I can’t say I ever had a true mentor, but I watched and listened.

I was positively influenced by books by Dale Carnegie, Stephen Covey, and Jim Collins, as well as dozens of others related to technology, sales, marketing, management, and leadership.

4 | If you could have dinner with one person from history, who would it be, and why?

Chatting with someone who overcame obstacles to change the world would be fun. I relate to those disadvantaged by sex, race, upbringing, or education.

A recent favorite is June McCarroll. She was the first person to delineate highways with painted lines, separating lanes of traffic in 1917. She was driving a vehicle when women didn’t often drive. She was first a nurse, then a traveling doctor who drove her car to help patients. Far ahead of her time, she overcame many obstacles to becoming a doctor. She may not have changed the world like other famous women, but I like how she created her envisioned life.

5 | What hobbies or activities do you love, and do you have any that some may not know about?

I was a classic workaholic from 1980 until I sold my business in 2005. However, I’ve always loved flying. In the 1970s, I flew, trained, and sold hang gliders and powered ultralights. When I sold my business, I bought a new Diamond DA-40 airplane, took flying lessons, and received my pilot’s license. I still fly locally today and love seeing the world from above.

I enjoy pickleball and arrange games at the Blackburn Pickleball Pavilion at Skagit Valley College, one of the country’s few covered nonprofit pickleball facilities.

6 | What personal philosophy of life motivates you the most?

I adopted many Covey habits, particularly the following: Seek to understand first, then be understood, and withhold judgment of others until I have taken enough time to understand the person and situation.

I created a world-class business using the Baldrige Criteria, a framework organizations use to improve performance and achieve excellence. I also enjoy sharing with others and work to have few expectations for reciprocation because I get so much pleasure in giving.

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Kyle Kluth, operations leader at Pinnacle Eco Clean in Rochester, New York, is no stranger to the importance of first impressions. Having grown up in his family’s business, Kluth has honed his expertise as a master textile cleaner and now focuses on high-end homes and rug cleaning. His philosophy? Winning over clients begins long before the front door opens.

First impressions matter

Kluth emphasized the significance of appearance and demeanor. “Our technicians know they need to present themselves in a certain way,” he explained. Uniforms must be immaculate because clients notice imperfections. “The eye is naturally drawn to flaws, especially when your job is cleaning.”

However, appearance is only part of the equation. Body language and positioning also play a role. “You don’t stand too close to the door,” he advised. “Step back, smile, and be ready to engage positively.”

Your attitude is essential. One of Pinnacle Eco Clean’s core values is to energize others with a smile. Choose to be there. Make it fun!

Training provides basic tips

Training at Pinnacle Eco Clean provides essential basic customer service advice. It’s a continuous learning process. “We treat it almost like an apprenticeship,” Kluth shared. For instance, technicians are taught to disarm clients with simple gestures like asking for permission before entering their homes. “We ask, ‘Do you mind giving me a tour of your home?’” he explained. “It puts the homeowner at ease and shows respect.”

Daily morning meetings further refine their team’s skills. The company uses personality assessments to help employees understand their strengths and areas for improvement. “It’s been transformative for team dynamics,” Kluth said. By aligning personality types, technicians better connect with clients and colleagues alike.

The results of this training are precise. Pinnacle Eco Clean routinely receives calls from clients praising their technicians. “At least once a day, a client will tell us how professional and kind our team was,” Kluth beamed. He attributes this to a system that ensures employees are well-prepared and confident in their roles.

Ultimately, Kluth believes consistency is the foundation of the company’s growth. “When everyone knows their role and is happy in their job, that positivity radiates,” he said. “Clients notice it, and it keeps them coming back.”

While this discussion only scratched the surface of first impressions, its transparent Pinnacle Eco Clean’s approach extends to every step of the customer experience—a recipe for long-term success.

Watch the full video below.

The post The First 30 Seconds appeared first on Cleanfax.

This classification plays a critical role in water damage restoration and determines the health risks involved, the protective measures needed, and the best practices for effective remediation.

Three IICRC-approved instructors discussed the details of water damage categories on a recent episode of Unscripted, an IICRC video production.

Understanding water damage categories

The foundation of water damage restoration lies in identifying the��three categories of water:

• Category 1:Clean water from a sanitary source that poses no significant health risk.
• Category 2:Water with significant contamination that can cause discomfort or illness.
• Category 3:Grossly contaminated water containing harmful pathogens or toxins, often called “black water.”

As��John Perella, curriculum manager at Restoration Technical Institute, explained, the category sets the framework for all subsequent work. Proper classification ensures that professionals use the appropriate personal protective equipment (PPE), protect the building’s occupants, and follow precise remediation procedures.

The importance of proper assessment

Sandy Bowles, Horizon Educational Seminars president and CEO and a veteran with over 40 years of experience, emphasized that misclassifying water damage can lead to compounding problems. She noted the industry’s tendency to assess situations subjectively, particularly with��Category 2 water. For example, water from a pipe break in a home with children and pets might appear clean but could carry contaminants, making it unsuitable for classification as Category 1.

Missteps can have dire consequences. Bowles recounted a story of a sewage loss in Dalton, Georgia, where improper procedures resulted in a reconstructed house being deemed uninhabitable due to airborne E. coli. Her takeaway? Err on the side of caution, always documenting their rationale and adhering strictly to��IICRC standards.

Navigating homeowner expectations

Restoration experts often encounter homeowners who are unaware of the complexities of water damage categories. As��Jeremy Reets, owner of Reets Drying Academy and an experienced instructor and restoration company leader, noted, homeowners might assume clear water is safe, or that visible damage is minimal. This perception can clash with the reality that unseen risks, such as mold or bacteria, might linger behind walls or under flooring.

Professionals must balance respecting the homeowner’s concerns and maintaining high standards. Clear communication and education are key. When a homeowner resists recommendations, such as removing contaminated carpet, experts like Bowles caution against compromising standards.

“A waiver is not worth the paper it’s written on,” she explained, highlighting the legal and ethical responsibility to perform thorough and safe remediation.

Best practices for restoration professionals

The experts shared practical advice for restoration professionals:

• Document everything:Bowles stressed the importance of recording why specific actions are taken, particularly when classifying water. This documentation supports insurance claims and provides a defense if decisions are later questioned.
• Align expectations early:Reets emphasized the need for early alignment with homeowners and insurance adjusters. “A phone call early, when the property is still wet and dirty, is much easier than trying to justify actions after the work is done,” he said.
• Use industry standards:The��IICRC S500 Standard, often called “building code for restoration,” provides clear guidelines for categorization and remediation. Perella urged professionals to invest in an IICRC standard subscription to access essential resources.
• Recognize complex situations:Water damage is rarely straightforward. Perella pointed out that a single loss can involve multiple categories. For instance, clean water from a pipe leak might mix with contaminants in a pet area, elevating the risk.
• Know when to walk away:When homeowners refuse necessary remediation steps, it may be better to walk away than compromise on standards. As Reets observed, doing a job improperly can lead to greater liability and reputational damage.

Advice for homeowners

While professionals are indispensable for significant losses, homeowners can manage minor, simple water issues themselves. However, as Reets and Perella cautioned, the situation changes when complex assemblies like walls or flooring are involved. Contaminated floodwaters, for instance, require professional intervention due to their high health risks and the difficulty of thorough remediation.

Homeowners should prioritize safety by using PPE and antimicrobial products when addressing minor water issues. Calling certified restoration experts is the safest route for more extensive or questionable situations.

For the pros

Safety, education, and adherence to standards were the recurring themes throughout the discussion. Bowles encapsulated the panel’s sentiments: “Satisfaction is based on expectation. If we don’t set expectations, the customer will set them, and they won’t be reasonable.” By following the��IICRC standards, restoration professionals can ensure outcomes that satisfy both safety and client expectations.

Perrella stressed that safety is key. “Can people live in there safely? Can our employees work in there safely? That’s what we need to think about.”

The S500 standard remains an indispensable guide for industry professions. As Reets advised, “Get your standard today from the IICRC and do the job right.”

With proper training, communication, and adherence to guidelines, the restoration industry can continue to provide safe, effective, and trusted services.

Watch the full video below.

Editor’s Note: Cleanfax produces this media program in partnership with the Institute of Inspection, Cleaning, and Restoration Certification (IICRC). The program, Unscripted, features what the IICRC is doing, what the industry needs to know about IICRC Standards, certifications, events, technical tips, management and marketing strategies, and more.�� If you have a topic you would like to see featured in a future edition of Unscripted, email Jeff Cross, ������ý media director, at jeffcross@issa.com.

Industry professionals can use this information to help describe the issues to their clients and help them navigate mold contamination concerns.

The post Understanding Water Damage Categories appeared first on Cleanfax.

As a cleaning professional, you should look out for both what you may have caused and what you did not cause.

Adhesive problems

Oozing adhesives are easy to discover, as planks will move, and you may see black smears at the plank edges.

We’ve all seen or heard about the oozing adhesive, the planks that move when you walk across the floor, and the black globs and smears at the plank edges. Some have been told it happened after they cleaned the floor because the machine used too much water and “re-emulsified” the adhesive. It sounds plausible.

When we dive deeper into the floor and pull back a plank, the entire space is squishy, and the adhesive is more liquid than solid everywhere. This is caused by the wrong adhesive or moisture becoming trapped and causing the adhesive to emulsify. While we have seen a few instances where this is related to cleaning, the evidence is apparent when we pull back a plank. Cleaning-related moisture intrusion will only be around the plank’s edges, not the unaffected center.

Spots and stains

Discolorations can show up after cleaning, as the dyes are removed.

One of the saddest things carpet cleaners get blamed for is latent spots and stains. The homeowner said, “It wasn’t there before you cleaned it!” And the cleaner agrees!

Hot water extraction can reveal many issues that are discovered once the carpet is cleaned. Benzoyl peroxide is one of the most common, and butenafine hydrochloride (athlete’s foot cream) is another.

A favorite tell-tale sign is of a hand or footprint, usually shown in how it was applied to the carpet. These lotions can sit on the carpet for an extended period and magically show up when the carpet is cleaned because these products are heat and moisture-activated.

Grout issues

Often, grout issues are caused by an improper mixing before installation.

Cleaners have been blamed for grout issues as long as grout has existed. Soft, powdery grout cracked, missing grout, and grout color are all concerns often blamed on the cleaner.

Your cleaning of the tile and grout does not cause any of these. Soft, powdery grout is usually caused by the grout that needed to be adequately mixed when installed. Cracked and missing grout may sometimes rear its ugly head after cleaning, but it is only because cleaning moved it enough for release. Cracked and missing grout is the first evidence of poor installation.

Carpet disintegration

Another carpet problem we came across is the carpet disintegrating.

Carpet degradation can impact the color of the carpet, leading to customers thinking it is the cleaner’s fault.

One customer said that after cleaning, her carpet looked grayer in color. The carpet was cleaned again with no improvement. A closer look revealed the cream-colored yarn in the cream and gray carpet was no longer visible. A test of the carpet revealed the cream-colored yarn was disintegrating, typically due to insufficient ultraviolet light inhibitor.

The cleaner did not cause this. This has also happened in commercial installations, so it’s not limited to residential carpet.

Cleaners have been blamed for many things that are not their fault. Oozing adhesive, carpet spots, and grout problems are just a few of the concerns for which cleaners have been blamed. Use the resources and consultants available to help you determine the cause of these issues.

Don’t take the blame for something you did not cause.

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This durable housing and EIPL’s years of experience with refrigeration systems ensure the product not only looks the part but can also outperform competitors’ models of similar capacities.

The rotationally molded body with integral handles ensures ease of transportation and ease of storage. The plug-and-play operation couldn’t be simpler: Place the hose in a drain point, connect the unit to a power source, and switch it on. The HM150-H has the additional benefit of in-built humidity control, allowing for precise control and a digital readout.

Contact: 757-873-6800 |

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This exciting new thermo-hygrometer measures temperature and relative humidity and calculates vapor pressure, dewpoint, and mixing ratio. Through Bluetooth® Low Energy technology, the HTX-30 can connect to the EDGE® app and share
saved readings for further analysis. The app gives users the option to add namesto each location and designate them as a location/room or dehumidifier.

The HTX-30 makes the most challenging projects easier, less costly, and more efficient.

Contact: 877-335-6467 |

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Truckmounts

deliver all the heat and vacuum you need for any residential or commercial job:

Everest 870HP: Industrial-grade components and proven engineering for multi-wand operation. Unrivaled liquid-cooled power and heat, with up to 2,500 psi heated water, four-setting thermologic heat control, and advanced chemical injection—plus 50-state CARB-compliance and a five-year warranty.

Apex 570: High heat, long life, fast dry times. Liquid-cooled Kubota cast iron engine and Gardner Denver HF408 blower that’s quieter and produces less vibration while it maximizes extraction rates and accelerates drying time.

370 EFI: New upgrade to Cleaners’ No. 1 favorite. This latest 370 boasts unsurpassed fuel- and maintenance-related cost savings–$10,000 over five years–plus two-year parts and labor plus extended five-year limited warranty on heat exchanger, frame, and waste tank.

What makes them unique?

• Exclusive, patented, heat exchange for fast warm-up and consistent heat.
• Cerakote-coated exhaust components reduce internal van temperatures and ensure a longer life.
• Industry-leading warranties: Five years for the Everest 870HP and two to five years for all other models.

and the make it easy to choose which truckmount is best for your business.

Titanium Wand Upgrades

Lightweight and ergonomic, now incorporate interchangeable press-fit glides for quick changes from carpet to hard surface cleaning and extraction, plus better results, right up to the baseboard.

New Modular Van Shelving

Designed by industry veterans, this doubles your van’s usable capacity with rustproof aluminum shelving carrying up to 225 lbs. per unit, plus a stainless steel chemical shelf. Organize vans your way for fewer trips to the shop and greater efficiency.

Top Four Chemicals for Your Truck

These powerhouse solutions can handle 90% of carpet cleaning situations, from pet urine to extremely dirty carpet. Watch the for the full story on each:

• –Nanotechnology powers through nasty carpets
• –One product, one application, one hour – pet odor and stains gone
• –Top-selling traffic lane cleaner, VOC compliant
• Prochem All Fiber Rinse (Powder)–Free rinsing, softest results

Clean Floors, Clear the Air

Stand out from the competition by filtering the air while drying customers’ carpets with the light, stackable .

Contact: 800-932-3030 | ��

The post Cleaning Industry Leader Profiles Spring 2025: Legend Brands appeared first on Cleanfax.

For more than 20 years, Aero Tech has been providing technical support and knowledge to ensure we deliver unmatched cleaning performance with the XT from Aero Tech. We engineer greatness into every XT that leaves our manufacturing facility.

Creative engineering blends well with quality construction and continued innovation to create the most powerful cleaning system available today. XT technology just keeps getting better, giving you the power and control needed to save time, conserve fuel and increase your profits.

The XT’s simple design and ease of maintenance make the unit versatile. Whether for cleaning, restoration, large jobs or small, this system is ready and reliable day in and day out.

With heat-as-you-drive technology, true dual wand capability, deeper vacuum, customized storage, and billboard-sized advertising wherever you go, the Aero Tech XT makes dollars and sense.

In addition to the XT’s power, its versatility is a real game changer; wherever your next job takes you, whether residential or commercial, carpet or tile, and/or both, the XT offers extreme heat and true dual wand capabilities.

Additionally, the dual pressure regulators allow for cleaning at two different pressures simultaneously.�� Have a third guy on a crew?�� A third connection can be utilized for pre-spray application.

Aero Tech’s direct approach to the market removes the middleman and provides a level of customer service and response needed for today’s busy professionals.

New features:

• 5 db noise reduction
• All-new, 4-stage heating system produces more heat for high-flow, dual-wand cleaning.

XT’s standard equipment:

• Hydraulic activated transmission PTO
• Helical Tri-Lobe/Sutorbuilt blower, 660 ICFM @ 16” HG and maximum cleaning speed (engine RPMs) of 1650 RPM
• Water pump, 6gpm, 1,600 PSI max
• Last step chemical injection system
• 7-gallon chemical tank
• 210-gallon fresh water tank: Stainless steel, round design for added strength and durability (heats as you drive)
• 155-gallon waste tank: Stainless steel, round design for added strength and durability
• Electric Vacuum Hose Reel: Stainless steel (400-foot capacity of 2” hose), furnished with 200 feet of hose
• Solution hose reel: stainless steel, (300ft capacity of ¼” hose), quantity of two furnished, each with 100 feet of hose
• Lint traps, stainless steel, two each
• FRP van body, aluminum flooring
• Box lighting, LED, three each
• Dual wand hook-up, 2.5-inch inlet connection
• Control panel, stainless steel, industrial switches, industrial gauges
• Digital temperature control

Contact: 866-390-2376 |

The post Cleaning Industry Leader Profiles Spring 2025: Aero Tech appeared first on Cleanfax.

In fact, a leader is a coach. And every top performer has several coaches. But we will discuss that later.

No one succeeds alone

Gary Keller, co-founder and phenomenal leader of Keller-Williams Realty, the nation’s largest residential real estate company, said, “No one succeeds alone.” He also shared that he doesn’t consider his company a real estate company but a coaching and training company that happens to do real estate.

My growth has happened only with the help of a coach—many coaches. I do not know one phenomenally successful business owner who has succeeded alone.

I was only 23 years old when I started my cleaning business out of the trunk of my car. I had yet to gain experience as a business owner. However, my experience as a high-end waiter taught me how to deliver the most outstanding service experience ever.

As a high-end waiter, I learned to be ultra-attentive to the needs of the city’s most prominent citizens, celebrities, and high-profile clients who came to dine. I waited on Howard Hughes’ accountant, Liza Minelli, Tom Jones, Sammy Davis, Jr., and many more names.

This set me up perfectly for my first business. My customer service was off the charts from the beginning. I did not know then that my service company would also serve the same level of clientele. Celebrities, astronauts, star athletes, and world leaders became our clients. Former President George Bush and Barbara Bush were clients before they passed away.

Long before that, however, I was in the first stage of business growth. But I had a lot of business. I made US$100,000-per-year profit. I could not get to all of them because I was overwhelmed with the duties of the company. I was in survival mode. I did not have systems.

My many coaches

Fortunately, I had a spiritual mentor named Bill Beckham. He is the wisest man I know, and being mentored by him was a huge blessing. He would come to my office every week to pray with me. Let’s pause right there and think about that for a moment. He didn’t get paid to do that. He just loved people and understood his purpose was to develop leaders.

Beckham traveled the world training leaders, and even though he was a pastor, he diligently studied business to extract leadership lessons from the leaders. As he sat at my desk, observing the stack of papers, the numerous interruptions to deal with staff members’ questions, and the general chaos, he said, “Howard, you need the E-Myth.”

The E-Myth Revisited is a book as ground-breaking, nerve-hitting, and revolutionary as the man who wrote it, Michael E. Gerber, “the world’s No. 1 Small Business Guru,” according to Inc. Magazine.

The E-Myth, or Entrepreneurial Myth, is a concept introduced by Gerber, with the central idea being that many small business owners are trapped by the “fatal assumption” that understanding the technical work of a business means they can successfully run that business. He argues that this assumption often leads to failure because running a business requires skills different from performing technical work. He emphasizes the importance of working on your business, not just in it. He introduces the idea of creating systems and processes that allow the business to operate independently of the owner. The E-Myth framework helps business owners identify and address the key areas that need improvement to build a sustainable and scalable business.

Upon reading The E-Myth, I realized, for the first time, that I could have a turnkey business that ran itself. I began putting systems in place.

Later, I got to know Gerber personally. We are friends and currently neighbors. He has been on my stage several times, and we have shared the stage many times. When he turned 80 (he is 88 at the time of this writing), his wife asked me to emcee his birthday party.

Beckham and Zig Ziglar helped me develop myself. Gerber and his work helped me build my systems along with my team. Ellen Rohr came along and helped me become financially free. My coaches, Rick Jones and John Maxwell, helped me become a better leader.

Having the right coach is only part of the picture

The problem is we need different coaches for the different areas of life and business. The seven areas of life, to me, include:

1. Spiritual – Having the right relationship with God.
2. Mental – Having a positive self-image without undue stress.
3. Physical – Being healthy.
4. Family – Having good family relationships.
5. Career – Doing work that fulfills you.
6. Financial – Being prosperous enough to fulfill your vision.
7. Personal – Having friends, having fun, being free.

And in business, we focus on five more areas:

1. Leadership
2. Marketing
3. Sales
4. Operations
5. Administration

That’s 12 areas we need to be strong in, and no one is naturally strong in all those areas. So, what are you going to do? Should you hire a coach for every area you need to improve in? It would be worth it if your dreams are valuable enough and you can invest the time, money, and energy. But a better way exists.

Community

I call it community. When you have a community of coaches, trainers, experts, and peers, you will have a community’s support, encouragement, and accountability.

We need community. Community is a place where we support one another, encourage one another, and help one another. It can help you be accountable for your biggest dreams and goals and help you become the person you need to achieve them.

So you need a curriculum for life and business, you need the community that loves you, and you need coaching to keep you focused. Coaching is the key ingredient. The fastest way for a business to grow in any area is to have a coach. The problem is that one coach can’t help you in all areas. That’s not even what a coach does.

A coach helps you stay focused, get perspective, and ask great questions. A trainer teaches you the essential skills that you need. Community gives you the love and encouragement you need to inspire you, as we are all on the same journey. Each of us can inspire one another through our actions to learn from someone else and be inspired by them.

Coaching can result in your freedom

Coaching helps you grow your business and enables you to have the life and freedom you’ve always wanted. Many years ago, I created the acronym L.I.F.E., which stands for Living In Freedom Everyday. No freedom is had by being a captive to your business or in debt.

No freedom exists in not having the team you need to reach your goals or not knowing what to do in each situation. No freedom comes from being a prisoner of what’s happening in your head. No freedom can be had in not having a community that loves you and can give you feedback and perspective.

At 64 years old, I have been in the coaching space for over a quarter of a century. I have come to realize the value of coaching. I have been on both sides of the coaching table. As a coach, I have seen tremendous breakthroughs and results.

For example, Michael Killen, owner of an outdoor furniture company, went from bringing in $3 million per year at a loss to $11 million at a considerable profit, from a disengaged team and employee problems to a phenomenal dream team running the business for him as he comes into the office three days a week and invests more time in his family.

So, who will coach you?

Having the right coach in your corner makes all the difference. You cannot see how you fight when you’re in the ring. And even better, we need a coaching community.

All of us have personal strengths and weaknesses, and all of us have strengths and weaknesses in our businesses.

In business, I learned leadership, marketing, sales, systems, and finance from phenomenal coaches. To become successful personally and professionally, I paid many coaches. I spent hundreds of thousands of dollars on coaching, mentoring, and training from some of the best in the world. Not everyone is able to do that, and it takes a long time.

So, find your coach and your community so you can get the support, encouragement, and accountability needed for growth. Having a coach is not a weakness; it’s a strength.

The greatest life lesson I have ever learned is to surround myself with people who have already been where I want to be and who have a plan for me to follow.

The post The Coaching Question appeared first on Cleanfax.

With nearly half a century of industry experience, Zimmerman bought FM Cleaning Services from a friend seven years ago and revitalized it as a full-time endeavor. His company now boasts a fleet of three trucks, a loyal team, and a reputation for excellence.

But FM Cleaning Services’ success isn’t about its many years in business—it’s about a client-centered approach that focuses on accountability, personalized service, and ongoing innovation to meet its customers’ evolving needs.

Determination and commitment to quality

FM Cleaning Services was founded in 1983 by Fritz Winterhalter, who decided to retire in 2017 and handed over the business to Lee Zimmerman, a long-time business associate and friend.

Zimmerman started as a young carpet cleaner working for his uncle, who brought 47 years of experience to FM Cleaning Services. Determination led him to branch out independently until he owned his own carpet and furniture cleaning company from 1979 to 2009, following the same quality and values that Winterhalter did.

When he acquired FM Cleaning Services, Zimmerman had retired but continued consulting. The entrepreneurial spirit reared its head once again, fueling his path to ownership. Throughout his career, Zimmerman found himself naturally gravitating toward leadership roles. At every job, he rose to become the boss, driven by a determination to excel and a desire to create success.

He has also served as president of several regional and international associations, including most recently for the IICRC. While overseeing the IICRC, he implemented industry standards recognized by the government.

The commitment to quality is evident in FM Cleaning Services’ unwavering “100% guarantee of satisfaction,” which Zimmerman has upheld since taking over the company. This approach builds client trust and underscores his dedication to service excellence—a cornerstone of the company’s identity.

Navigating change and challenges

Technician training and a low turnover rate has helped FM Cleaning Services to consistently deliver high-quality cleaning.

Over the years, FM Cleaning Services has adapted to shifts in the cleaning industry, particularly the rise of hard surface cleaning alongside traditional carpet services. Recognizing this demand, Zimmerman invested in ongoing training and specialized equipment to meet clients’ needs. He emphasized the importance of industry certification and continuing education, noting that his team undergoes training multiple times yearly to stay current with industry standards and techniques. This adaptability has allowed FM Cleaning Services to expand its offerings and remain competitive.

One of the most notable challenges Zimmerman faced was the COVID-19 pandemic, which temporarily halted residential services. However, his business model, supported by steady commercial contracts, helped FM Cleaning Services navigate this challenging period.

Zimmerman acknowledges that resilience during challenging times depends on adaptability and innovation, which has been critical to the company’s sustained growth.

Building strong team and client relationships

Zimmerman attributes much of FM Cleaning’s success to his talented and dedicated team. “I have a great team behind me,” he said. “They make me look good in the industry.” He recalled how one of his technicians, Scott, stood out for his personable approach and attention to detail, eventually becoming FM Cleaning Services’ lead technician.

Zimmerman stressed that finding employees who are skilled and client-focused is essential, as they represent the company in every interaction. His pride in his team is evident, as he praised their hard work and acknowledged their role in building FM Cleaning Services’ formidable reputation. “I am extremely proud of my team,” he said. “They are the face of the company. I just work in the background.”

Beyond technical skills, Zimmerman’s team reflects his values of loyalty and integrity. This approach to leadership is critical given today’s challenging labor market. Zimmerman believes in creating a positive work environment where employees feel valued and engaged, using more than just financial incentives to retain talent.

Community involvement and industry connections

The success of FM Cleaning Services and what the company delivers doesn’t go unnoticed.

Zimmerman’s career has been shaped by his involvement with the IICRC, where he previously served as president. Through this organization, he gained mentorship and insight from industry leaders, which he now passes on to others.

Zimmerman underscores the value of networking, even with competitors, and believes collaboration strengthens the industry.

By fostering solid relationships with local businesses and industry peers, he gains referrals and contributes to raising the community’s service standards.

His advice for aspiring business owners is to find peer support and stay open to learning. According to Zimmerman, being humble and willing to listen to those with more experience can help avoid common pitfalls and open doors for growth.

Defining success and looking forward

Reflecting on his journey, Zimmerman has shifted his perspective on success. While his younger self envisioned wealth and expansion, he now finds fulfillment in the respect he earned and his business’s positive impact on the community. His legacy at FM Cleaning Services is not just a profitable business but a company that has earned clients’ trust and provided stability and opportunity for its employees.

For Lee Zimmerman, success is ultimately about leaving a positive legacy. He continues to lead FM Cleaning Services with integrity, driven by a passion for quality service and his strong relationships with clients and colleagues. With a team he profoundly values, along with a commitment to continued growth and adaptability, Zimmerman’s FM Cleaning Services is a model of resilience, dedication, and community-centered business.

Watch the full interview below.

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