Day 15 Training Carpet Series

1. Wand Stroke2. Spotting Agents and Application3. Spraydowns

Wand Stroke

Watch Wand Stroke Video

Wand Stroke

• Dry, Wet, Dry• Pre-Vac Stroke (DRY)

– As much as 79% of the soil in most carpeting is dry insoluble soil. – The easiest way to remove these soils is when they are DRY!– By pre-vacuuming the area you are likely to remove the majority of soil

before you even get the floor wet. – The number of pre-vac strokes should be based on the condition of the

carpet, however a minimum of at least 2 strokes is required. – Remember its easier to remove dry soils than clean up mud.

Wand Stroke

• Dry, Wet, Dry• Cleaning Strokes (Wet)

– After the dry soil is removed you must use the trigger on the wand to remove embedded and water soluble soils.

– Start by pulling the trigger as you push the wand forward and when you get to the top of the path immediately bring the wand back.

– As you pull the wand back toward you let go of the trigger and pull the wand another 4-6 inches to pick up any residual solution.

– Continue cleaning strokes until you can no longer see a visible difference from your last stroke, however a minimum of two strokes is required.

Wand Stroke

• Dry, Wet, Dry• Dry Strokes (Dry)

– Even though we are constantly extracting the cleaning solution the goal is to leave the carpet as dry as possible.

– Extended dry times are responsible for the majority of customer complaints we receive. – By performing dry strokes we can drastically cut down on dry times and make happier

customers. – This also aids in removing residual soil from the carpet and creating a safe environment

for the customer. (Slip and Fall)– Performing 2 dry strokes is required and when doing so will allow the carpet to dry in

around 8 hours. Failure to do so could result in the carpet taking upwards of 24 hours.

Spotting Agents

Watch Spotting Video

Spotting Agents• Spot Remover• General Purpose Spotter• Can be applied directly to the

carpet• Should be used before any other

spotting agent• Allow proper dwell time• Is available for customer

purchase

Spotting Agents• Tannin Protein Remover• Is used for spots created by

coffee, tea, fruit juices, protein spots from perspiration, urine, blood, food, etc.

• Allow dwell time of 3.5 minutes

Spotting Agents• Citrus Spotter• Used to remove oily / greasy

spots• Works by dissolving and

emulsifying the spot• Can cause carpet delamination if

too much product is used• Be sure to flush and extract fully

Spotting Agents• Whink Rust Remover• Is a chemical made for rust

removal only• Can etch glass and tile• Allow proper dwell time, you

notice the rust color fading as it dwells

• You must make sure product is completely flushed from the carpet

Spotting Agents• Red Wine Remover• Product is specifically for removing

red wine stains but is also effective against tannin spots like tea or coffee

• Has a color safe amount of Hydrogen Peroxide

• Stains will often times continue to lighten after the cleaning process

• Allow 1-3 minutes of dwell time then extract

Spotting Tools

• Handi Groom– Used to tamp and agitate the spotting agents into the carpet fibers

• White Towel– Used to distribute spotting agents onto the carpet and help control

the amount of product you use• Wand

– Properly flushing the spotting agents is critical, some spotting agents can cause damage if not properly removed

Spray Downs

Watch Spray Down Video

Spray Downs

• Protector Knowledge– This product combines dry soil and water repellency in one product.

It does not prevent your carpets from getting dirty, however, it does help your vacuuming remove soil efficiently so carpets stay cleaner longer and makes future cleanings more effective.

– It also gives the customer an even greater chance to get to certain liquid spills before they become fully absorbed which is vital to preventing stains.

Spray Downs

• Protector Application– Mixed at 1 part Supershield to 7 parts water (1 Charge Bottle to 2.5 Gallon

Jug of Water)– Spray one diluted gallon per 300 square feet– One full 2.5 gallon spray will cover 750 square feet roughly 3 rooms– The product MUST be groomed into the carpet this will enhance

effectiveness and distribution– Be sure to apply under the furniture, you never know if they are going to

move the furniture once you leave

Spray Downs

• Deodorizer (Odor Out Plus) Knowledge– Stanley Steemer Odor Out Plus uses a natural bacterial enzyme

action to digest organic odor sources such as vomit, feces, urine, milk, blood, etc.

– It also uses a pairing agent to give immediate relief from any odors while the enzyme is working.

– The key to complete removal of an odor is that this product must reach all contaminated surfaces.

Spray Downs

• Deodorizer (Odor Out Plus) Application– Mixed at 1 part Odor Out to 14 parts water (1/2 Charge Bottle to 2.5

Gallon Jug of Water)– Spray one diluted gallon per 200 square feet– One full 2.5 gallon spray will cover 500 square feet roughly 2 rooms– The product MUST be groomed into the carpet this will enhance

effectiveness and distribution– Be sure to apply under the furniture, you never know if they are going to

move the furniture once you leave

Spray Downs

• Deodorizer (Odor Out Plus) Application– Mixed at 1 part Odor Out to 14 parts water (1/2 Charge Bottle to 2.5

Gallon Jug of Water)– Spray one diluted gallon per 200 square feet– One full 2.5 gallon spray will cover 500 square feet roughly 2 rooms– The product MUST be groomed into the carpet this will enhance

effectiveness and distribution– Be sure to apply under the furniture, you never know if they are going to

move the furniture once you leave

Grooming

Let’s Be Honest, It’s Pretty Easy

Grooming

• Why we do it!– There are many reasons why it MUST be done at every home on

every room of carpet. – The most important being that it is part of the Stanley Steemer

Cleaning Process. – There are two categories when it comes to why we groom carpet.

• Appearance• Function

Grooming

• Appearance– Grooming the carpet will give the carpet a lighter appearance.

• Lighter is cleaner!– Removes footprints

• It’s the last thing you should do in a room, grooming will give the room a uniform appearance and remove any footprints.

– Revives traffic patterns• Grooming will help lift matted areas and can help stop the formation of traffic

patterns.

Grooming

• Function– Removes Hair

• While cleaning itself will remove hair on the carpet it does not remove all of it. Grooming aids in the removal of hair from the carpet. When the two are paired together, you get the best results!

– Distributes Pre and Post Treatments• Pre-treaments should be worked into the carpet for best results.• ALL post treatments must be groomed into the carpet to ensure full coverage. Failing to do

so WILL result in the product not working effectively. – Inspection

• It gives you one last chance to inspect the carpet before you leave the area. If you notice something, re-clean the area in question.

Grooming

• Function– Decreases Dry Time

• Grooming the carpet aerates by lifting and separating the fibers of the carpet. This allows more airflow and will allow the carpet to dry quicker.

• Remember, one of the biggest concerns with our cleaning process is the carpet is wet. Help our customer get back to normal living by grooming every job.

– AAFA• When we performed the AAFA certification testing the carpet was groomed after each

cleaning. It is a part of our cleaning process and must be performed.– Front Door Four

• It’s a part of the Front Door Four, you cant say you follow the FD4 if you don’t Groom.

Grooming

• Every Job!!– It is your responsibility to perform this task. It must be done at every

job, NO EXCUSES.

AAFA

What is it?What does it mean?What can we say?

What does the AAFA certification mean?

• This certification means that Stanley Steemer is the FIRST carpet cleaning company to become certified asthma and allergy friendly.

• AAFA has recognized that Stanley Steamer's Cleaning Process helps with environmental control, allergen reduction and the benefits of better indoor air quality.

• If customers ask about this, please direct them to the new handout. We must be vigilant in what we say regarding this certification.

Who is AAFA

• AAFA is the Asthma and Allergy Foundation of America• This is a not for profit organization founded in 1953. • AAFA has certified Stanley Steemer Professional Steam Cleaning as

Asthma and Allergy Friendly.• They are the worlds leading advocacy organization dedicated to

those with asthma and allergies.

Certification Program• The Certification Program independently tests consumer products and

services in accredited laboratories to identify those that are more suitable for the 60+ million people in the United States living with asthma and allergies.

• AAFA works with participating companies to educate consumers on the importance of environmental control, allergen reduction and the benefits of better indoor air quality.

What Can We Say?• We should make the customer aware of this certification and

present them with the handout. • Do not be afraid to brag about what we can do, its been tested and

proven. However, we must be certain that the information we are telling the customer is precise.

• Stick to the information on the handout and review it with the customer.

• If the customer asks questions and you don’t have the answer, direct them to the handout or contact a manager.

What We Can Say!• All certified asthma & allergy friendly trademarked products and

services undergo extensive scientific testing in independent accredited laboratories to ensure that they meet the standards adopted by the Asthma and Allergy Foundation of America.

• In fact, Stanley Steemer is the first carpet cleaning service to earn this certification– Removing an average of 94% of common household allergens from

the carpet we clean. – Those common household allergens include dust, pollen and pet

dander to name a few.

Certified Cleaning Process

• The wand stroke utilized to achieve this certification is the same stroke used in the Front Door Four. – This is pre-vacuuming, cleaning and dry stroke aka dry, wet , dry

wand cleaning method.– With SS-G900 Solution (All Branch Locations Use)– If we do not perform this stroke then we cannot be certain we are

living up to expectations.

Certified Cleaning Chemicals

– SS-G900 Is a Certified Cleaning Chemical

– Stanley Steemer Spot Remover is a certified Cleaning Chemical.

How does this help me?• This certification will raise awareness about the benefits of carpet

cleaning. • This will also educate people about how effective Stanley Steemer

carpet cleaning process performs.• The handout will help educate people about what we remove.• AAFA has now recommended that people get a Certified

Professional Steam Cleaning every 3-4 months, along with vacuuming 2-3 times per week with a certified vacuum cleaner.

AAFAFAQ’s

AAFA Certified FAQ’s1. Can we use spotting agents and still be certified Asthma and allergy friendly?

A: Yes, The carpet cleaning process is what is certified.2. If we apply protector or deodorizer does it make the process “uncertified”?

A: No, The cleaning process is what is certified. Applying a post spray down does not change our cleaning process.3. Is Upholstery cleaning certified?

A: No, There is currently no standard to test against from AAFA regarding upholstery cleaning.

AAFA Certified FAQ’s4. What do we say to customers that say other carpet cleaning companies are claiming they remove allergens as well as we do?

A: Make sure the customer is well informed and checks that the company is AAFA Certified, not just stating a certification. 5. Can we say we are the only carpet cleaning company with a certified cleaning process?

A: No, we can say we are the FIRST Carpet Cleaning Company to be Asthma and Allergy Friendly.6. Is air duct cleaning certified?

A: The Air Duct cleaning process does not have a standard established by AAFA, it has not been tested.

AAFA Certified FAQ’s

7. Is hard surface (tile and grout/wood cleaning) a certified cleaning process? A: No, there is currently no standard set by AAFA to test against. It has not been

tested.8. When will we be put on the AAFA Website?

A: We are currently on the AAFA website. www.AAFA.org

AAFA Certified FAQ’s9. Can we say we improve asthma and allergy symptoms?

A: No, We can say we improve the asthma and allergy conditions and control the environment, have proven significant allergen reduction and lead to better indoor air quality.10. If the customers ask if the post treatment products (Protector and Deodorizer) are allergy friendly, what do we say?

A: Only the cleaning process has been certified, post sprays have not been tested.11. If we use a portable to clean the customers carpet, is the process certified?

A: No, The truck mounted steam cleaning process is what has been approved.

One Year Clean Guarantee

OYCG

• How it works– When the customer signs up for this money saving program, they will

receive their first carpet cleaning at regular price. A free application of protector, and 3 additional carpet cleaning visits during the next year is also included in the package.

– In addition, they will also get 20% off additional services every time they schedule a cleaning.

– This is a key step in performing a retention focused close.

OYCG• By reviewing the savings with the

customer you are able to show them just how much money they can save.

• This is a great program for people concerned about asthma and allergies.

Front Door Four

Delivering Exceptional Customer Service is NOT A CHOICE

“Front Door Four”First Impression

Outstanding Walk thru

Unparalleled Cleaning Service

Retention Focused Close

• Sets expectation• Establishes Core values and Identity• Customer focused• Execute

“Front Door Four”First Impression- Smile- Look great- Polite and positive- Great Introduction- Thank the customer- Be on-time

Focus groups and polling has told us customers want to feel safe and comfortable with the crew in their home. The first impression sets the tone for a great customer experience.

Smile/Look great- ENERGYA crew should not leave the shop unless in complete uniform and ready to perform. Not something that is established at the front door.

Truck and equipment is the same as a technician. It should smile!

Great introduction – ENERGY and PassionWe do not have “partners or assistants” We are a team. A proper introduction would be: Mrs. Jones, good afternoon! I’m Ron and this is James, we’ll be your team today. Thank you so much for having us out today!

Be on-timeFront of the time frame is on time.Communicate with the customerIf there is an issue, do not rely on the crew to resolve the problem.

“Front Door Four”Outstanding Walk Thru- Review work order- Actively Engage/Listen- Explain process- Identify problem areas/ observe- Set expectations- Additional product and services- “Healthy Home Report”Have energy, be prepared to put on a show and be willing to do whatever is necessary to provide an exceptional service and experience.

Review Work OrderAccuracyIcebreaker for the walk through

Explain ProcessDeep Steam cleaning, carefully move your furniture, treat spots and groom the carpet. We normally work from the furthest point in the home and work our way out.

Engage and ListenMake eye contact, give the customer your full attention. Put the handheld down, that is not your focus, the customer is!

Set expectationsDo this upfront, at the end is an excuse.Tell how long it will take to dryTell them how long you think you will be there!

Healthy Home ReportA clean home is a healthy home!Engage with the customer and share our results. This could change all perception of what we do and why we’re there. Added value goes through the roof!

“Front Door Four”Unparalleled Cleaning Service

- Involve the customer- Respect their property- Move the furniture- Remove spots and stains- Cleaning best practices- Groom the carpet

Focus groups and polling show customers want the job cleaned right, the first time. All spots and stains removed. They want their homes free of allergens and germs. They expect a professional well trained technician that works quickly and efficiently.

Cleaning best practicesDry, wet, dry- SS Wand StrokeNo pooling or puddlesCHAT

Groom the CarpetNo job is complete until the carpet is groomedAppearance- Even appearance- Shines with the nap- Removes footprints- Revives traffic patternsFunctionality- Removes hair- Distributes pre and post treatments- DECREASES DRY TIME- Last chance to inspect the cleaning

“Front Door Four”Retention Focused Close- Post clean walk thru- Review invoice- Recommendations- Leave behinds- PHA/ email address- “Carpet Guys”

THANK THE CUSTOMER

60% of our customers never use us again!22% of OYCG renew.

Post Clean walk thru- Truck is still on, you are in clean mode- Walk the entire job- Pretty good is not good enough, it must be great.RecommendationsTake your time, sit with the customer.Use history and general knowledge to address future cleaningsConsider other products and services for transition areas.SCHEDULE THEIR NEXT SERVICE

Leave BehindsShow them what we do, give them the visual.Get an email address, talk about future promotions.SPEND THE TIME!

Hands on Training• Wand Stroke

– Setup truck and practice wand stroke• This should be with the truck running, clean the offices or crew room

• Spray Downs– How mix product– Spray down application

• Tape off the square footage and have them apply 1 gallon to determine the pace they should go– Grooming

• Spotting Agents– Proper application– Review what spotting agent is used on what type of spot

• Review Crew Visit Form– Review what you are looking for when you stop by for a crew visit