In This Section - Commercial Cleaning & Office Cleaning ... CLASS 10 Introduction to Special Services Beyond Regular Service (RS) cleaning, your customers’ facilities can benefit

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CLASS 10

Introduction to Special Services

Beyond Regular Service (RS) cleaning, your customers’ facilities can benefit from additional or Special Services (SS), such as initial cleaning of a facility, floor refinishing, carpet cleaning and window cleaning. Offering Special Services can also strengthen your customer relationships and give your franchised business a competitive advantage in your local market.

In This Section

► Overview

► Carpet Care

► Hard Floor Care

► Selling Special Services

193© 2016 Coverall North America, Inc. Confidential information.TRAINING WORKBOOK VOLUME 2 – CORE 4® PROCESS TRAININGFB-FBTW-VOL2-121416

CORE 4® PROCESS TRAINING

Special Services Overview

Dusting, vacuuming, mopping, cleaning restrooms and removing trash are services delivered regularly as part of the Coverall® Program. But, what happens when your customers’ tile floors are scratched and need refinishing? Or, their carpets need a good cleaning? Or, their windows are dirty, inside and outside?

One way or another, your customers’ facilities will need extra cleaning, and they will look for help. And, your customers have choices when finding someone to provide Special Services. For example, in every market there are individuals, local companies and national service providers that specialize in floor refinishing, carpet cleaning and window cleaning, competing with your franchised business for your customers.

Because you and/or your employees will be in your customers’ facilities often as you provide Regular Service, you will be in a good position to see the opportunity to sell Coverall® Special Services. Offering a one-stop shop to your customers for both their regular commercial cleaning service and Special Services can give your franchised business a competitive advantage and build on the relationships you will already have with your customers.

ABOUT THIS CLASS:

This class will introduce types of carpeting and floors, common cleaning equipment, equipment demonstrations, an overview of cleaning procedures, and tips for identifying Special Service opportunities. Before you begin delivering Special Services, talk with your Coverall Support Center to schedule advanced training and certification, and discuss equipment options.

194© 2016 Coverall North America, Inc. Confidential information.

TRAINING WORKBOOK VOLUME 2 – CORE 4® PROCESS TRAININGFB-FBTW-VOL2-121416



OVERVIEW OF SPECIAL SERVICE OFFERINGS

In this section we will preview the most commonly requested Coverall® Special Services. The remainder of this class will focus, in detail, on carpet care and hard floor care.

Commercial Carpet Cleaning

Carpets in office, retail, transportation and healthcare facilities take a beating from heavy foot traffic, spills, sand, water and other messes that can make them look dirty and worn. Wet and hot weather conditions can result in mold and mildew.

Regular, professional commercial carpet cleaning is the best way to extend the life of your customers’ carpets and keep them looking beautiful. Schools, offices, theatres, stores and other facilities with high traffic need their carpets cleaned more often to maintain cleanliness, manage wear and tear and improve their brand image. Other businesses typically need carpet cleaning a few times a year to remove spills and dirt.

Low-Moisture Encapsulation

Low-moisture encapsulation is gentle on carpets, removes stains permanently and can be done monthly. Because no water is used in the process, carpets can be walked on soon after cleaning, reducing wait time. The crystal extract chemistry used emits no Volatile Organic Compounds (VOCs), so the process is environmentally friendly. As the machine moves across the carpet, its brushes lift the carpet fibers making way for the cleaning chemistry to reach each fiber and lift the stains – leaving the carpet pile looking very clean and refreshed.

Hot Water Extraction

Hot Water Extraction is a common way to safely clean carpets. First, the carpet is pre-sprayed with carpet cleaning solution. Then, the hot water extractor sprays boiled water onto the carpet via high pressure jets in a wet vacuum wand, removing dirt and odors and killing germs. It is very important that the moisture is not left in the carpeting because mold and mildew can result.

Before & After Carpet Cleaning




Hard Floor Care

Businesses need their hard floors cleaned properly to boost brand image and attract new customers. Professional offices, warehouses, nursing homes, medical offices, schools, daycares, car showrooms and other companies commonly request hard floor cleaning services to help control wear and tear, minimize damage and reduce costly floor repair or replacement. Floor finish can quickly wear down removing the protective coat and dulling the look of your customers’ floors. Each day their hard floors get spilled on, scratched, nicked and dented. Left unchecked, the finish will wear down so much that the base flooring becomes exposed and vulnerable to permanent damage. At that point, they face the choice of living with dirty-looking floors or finding the budget to repair or replace them.

Scrub and Recoat

A Scrub and Recoat quickly improves hard floors by removing the top layer or two of damaged floor finish along with stains, superficial scrapes and scratches, leaving a clean surface. New finish is then applied to restore the protective top coat.

Strip and Refinish

A Strip and Refinish completely removes the floor finish so the bare tile or base flooring is exposed and cleaned. Then, several coats of quality finish are applied.

Before & After Floor Care





Window Cleaning

Indoor and outdoor window cleaning should be done twice a year, or more often in climates and environments where windows are exposed to salt, road pollution, weather residue or excess soil. Window cleaning is bid based on the number of window panels (square footage) to be cleaned.

Interior (indoor) window and glass cleaning

Many customers request regular indoor window and glass cleaning as part of their Coverall Service Plan to consistently remove smudges, streaks and soil. Other customers who use Coverall Exterior Window Cleaning want their interior windows cleaned at the same time because every window has 2 sides that need to look clean.

Exterior (outside) window cleaning

Clean exterior windows help improve the curb appeal of an office or facility, creating a positive impression of your customer’s business. The Coverall® Program uses advanced commercial window cleaning tools, such as a water-fed pole system, to clean exterior windows and window frames up to 60 feet from the ground. Because ionized purified water is used, the process is eco-friendly to shrubbery and building façade, leaving a deionized surface that helps keep soil from re-attaching to windows. Pricing typically increases for cleaning exterior windows above the first floor, as does the degree of difficulty and equipment requirements.




Furniture and Upholstery Cleaning

Any fabric-covered surface in an office should be cleaned regularly to remove soil. While many customers include monthly damp wiping of upholstered surfaces in their regular Coverall Service Plan, additional cleaning is important to remove built-up soil, spots and stains. Dust, dirt smudges, food stains and coffee splashes can make upholstered cubicle walls and office chairs look dirty and worn.

Initial Clean

Some customers need a very detailed cleaning to get their facility up to standard before their regular commercial cleaning service program begins. This is called an Initial Clean. It may be proposed to customers if their facility has not been used for some time resulting in built-up dust and soil, if cleaning has been neglected in the past, or if they recently completed construction, renovation or rearranging. Thoroughly cleaning baseboards, vents, lighting fixtures, window sills, door frames, and all horizontal and vertical surfaces will get their facility back into shape. Sometimes extra carpet cleaning or floor care, such as hard floor buffing and refinishing in tiled areas and restrooms, is recommended as well.

Special Event Clean-Up

Holiday parties, celebrations, training events, open houses, customer or VIP visits and other work functions are good reasons for your customers to spruce up their facilities with extra cleaning services beyond the basics. Food and drinks can get ground into carpets or spilled on tables and walls. Extra foot traffic can take a toll on restrooms, carpets and floors. And, overflowing trash receptacles may need to be properly dumped and cleaned. Special Event Clean-Up services help your customers prepare for a special event, and or get their facility cleaned and ready for work after the function is over.





How Carpets and Floors Get Dirty

Carpets and floors get dirty and damaged daily in the normal course of business. Vacuuming and mopping, as part of the Coverall® Program, remove soil on a regular basis and are important to maintaining carpets and floors and helping extend their life and appearance.

Some of your customers will have a periodic (every now and then) need for Special Services for carpets and floors, and others – such as medical facilities, schools, car dealerships, banquet halls and theaters – may need more frequent carpet cleaning and floor refinishing due to the higher level of wear and tear, desire to make a positive impression, or annual maintenance schedule built into their budget.

Human causes:

► General wear and tear

► Spills (food, drink, and non-food items)

► Organic matter (feces, urine, and blood)

Natural causes:

► Sunlight: Carpet and some flooring can change color when exposed to sunlight. Sunlight can also dry out and weaken concrete flooring.

► Humidity: Changes in humidity can cause floors to shrink or swell.

► Moisture: Can cause mold, mildew, fungus, and discoloration, especially if the facility is in a wetlands or near a deep water source.

► Rain and snow: Can dull finished hard floors, which can lead to scratching, denting, warping and gapping. Also create excess moisture in the carpet, as well as calcium chloride (salt) spots. Mud, which is often tracked in from outside, can crush and shrink carpeting.

► Cold temperatures: Can cause hardwood floors to dry out and crack, especially in dry climates, because it pulls moisture from the wood. Both hot and cold temperatures can cause mold, mildew, fungi, and fading.

Walk-Off Mats

One way your customers can protect their carpets and hard floors is with walk-off mats, heavy-duty mats with a thick rubber carpet backing placed near entrances and other high-traffic areas. Most dirt tracked in from outside will be left on these mats instead of getting embedded in the carpet or floor.

Walk-off mats are usually removed for routine mopping or vacuuming, and are vacuumed regularly as part of the Coverall® Program.


SM

REVIEW


1. Offering a one-stop shop to your customers for both their regular commercial cleaning

service and Special Services can give your franchised business a _____________ advantage

and build on the relationships that you will already have with your customers.

2. Schools, offices, theatres, stores and other facilities with high traffic need their carpets

cleaned _____________ often to maintain cleanliness, manage wear and tear and improve

their brand image.

3. Each day their hard floors get spilled on, scratched, nicked and dented. Left unchecked, the

finish will wear down so much that the base flooring becomes exposed and vulnerable to

permanent _____________.

4. A _____________ and _____________ quickly improves hard floors by removing the top layer

or two of damaged floor finish along with stains, superficial scrapes and scratches, leaving

a clean surface. New finish is then applied to restore the protective top coat.

5. A _____________ and _____________ completely removes the floor finish so the bare tile or

base flooring is exposed and cleaned. Then, several coats of quality finish are applied.

6. Indoor and outdoor window cleaning should be done _____________ a year, or more often

in climates and environments where windows are exposed to salt, road pollution, weather

residue or excess soil.

SM

REVIEW continued



7. Some customers need a very detailed cleaning to get their facility up to standard

before their regular commercial cleaning service program begins. This is called an

_____________ Clean.

8. Special _____________ Clean-Up services help your customers prepare for a special

event, and or get their facility cleaned and ready for work after the function is over.

9. Some of your customers will have a periodic (every _____________ and _____________)

need for Special Services for carpets and floors, and others – such as medical facilities,

schools, car dealerships, banquet halls and theaters – may need more frequent carpet

cleaning and floor refinishing due to the higher level of wear and tear, desire to make a

positive impression, or annual maintenance schedule built into their budget.

10. One way your customers can protect their carpets and hard floors is with _______-______

mats, heavy-duty mats with a thick rubber carpet backing placed near entrances and

other high-traffic areas. Most dirt tracked in from outside will be left on these mats instead

of getting embedded in the carpet or floor.

Answer key: (1) competitive; (2) more; (3) damage; (4) Scrub, Recoat; (5) Strip, Refinish; (6) twice; (7) Initial; (8) Event; (9) now, then; (10) walk-off.



Many people mistakenly use the term “rug” and “carpet” to mean the same thing. A rug covers only a portion of the floor surface. There may be a space of inches or several feet between the edge of a rug and the nearest wall or baseboard. A rug is easily portable (movable) and is usually removed from the floor before cleaning.

A carpet is attached to the floor and covers the entire floor surface in a given area.

Rug vs. Carpet

Five Advantages of Carpeting

1. Appearance: Carpeting promotes a positive impression and looks nice.

2. Insulation: carpeting and its underlying padding can reduce heating costs and keep cold air out.

3. Less noise: Carpeting reduces noise by absorbing sound.

4. Safety: Carpeting is less slippery than hard floors, and spills are not as hazardous.

5. Reduced maintenance costs: In general, the cost for maintaining carpets is less than the cost of maintaining hard floors.

Five Disadvantages of Carpeting

1. Purchase and installation costs: The initial investment for carpeting tends to be higher than for other flooring.

2. More susceptible to damage: Carpeting is more easily stained, torn, wrinkled, or damaged in other ways than hard flooring.

3. Lower life expectancy: Carpet has the shortest life expectancy of flooring: tile (30 years), vinyl (20 years), carpet (10 years).

4. Equipment: The equipment and training required to clean carpets can be expensive.

5. Static electricity: Static electrical charges created by shoes rubbing against carpeting can damage computers or other electronics.

Special Services: Carpet Care





About Carpets

There are several carpeting terms to learn as a commercial cleaning professional.

Carpet Fibers (Pile)

Carpeting consists of fibers (pile) that vary in quality and construction. Fibers may be natural or synthetic (man-made):

► Natural fiber examples: Wool, cotton, sisal, hair, silk

► Synthetic fiber examples: Nylon, acrylic, polyester, polypropylene (olefin), rayon and triexta

► Blend: More than one type of fiber blended together, such as nylon and wool

Nylon carpeting is most popular. Most commercial carpeting is nylon and can be cleaned using Coverall recommended methods. For any type of carpet but especially natural fibers, we suggest reading the carpet manufacturer’s instructions for recommended cleaning methods.

Carpet Backing

Carpet backing is the layer under the pile. Backing is made of a variety of materials and may include a protective treatment, such as anti-microbial or anti-stain. Carpet backing generally consists of a primary backing and an adhesive, but may include a secondary backing (cushion) to provide greater durability, better secure the carpet fibers, and help the carpet retain its size and shape over time.

Carpet Construction

Carpet construction is typically loop, cut or combinations of the two. Loop styles tend to be keep their look and last longer, and are often used in hallways and other areas where foot traffic, wheel chairs, food carts, equipment or other rolling objects will move over the carpet frequently. Cut pile or a combination of cut and loop pile carpets are good choices for office areas, conference rooms and other general business areas.

The manufacturing process for commercial carpet is tufting or weaving. The majority of commercial carpet is tufted and has both primary and secondary backing.

Tufted

Tuft

PrimaryBackingFabric

SecondaryBackingFabric

BondingAgent

Tuft

Warp

Woven

Weft




Carpet Installation

Carpets may or may not be installed with a pad. The pad is like a cushion that is laid on top of the floor, and then the carpeting is laid on top of the cushion.

► Tackless: This is the most common installation method for wall-to-wall carpet. Strips of wood with pins are nailed to the floor, then the carpet is stretched over the pins and anchored in place.

► Tacked: The carpet is directly nailed to the floor near the edges of the room, then baseboards are used to cover the nail beds.

► Taped: Double-sided tape is used to stick the carpet to the floor.

► Glued: Carpet is directly glued to the floor, or glued to a pad that is glued to the floor.

Carpet Problems

Below are common terms associated with carpet wear and tear.

► Browning/Yellowing: Carpet appears red-brown. Often a result of over-wetting or high humidity, or cellulose residues from cleaning the carpet with alkaline detergent. Use an acidic product to clean carpet.

► Crushing: Carpet becomes depressed under heavy furniture. The fibers can be “teased” up by brushing or steaming. Regular vacuuming can help as well.

► Fading: All carpets will slowly lose color from sunlight, weather, spills and day-to-day use.

► Fuzzing or Pilling: Fuzzy balls form on carpet from friction of people walking and things rolling across the floor. The fuzz can be clipped off. Regular vacuuming can help.

► Mold, Fungi and Mildew: Mold and fungi need moisture and warm temperatures to grow. Mildew can discolor carpeting and cause them to rot, leaving a musty odor. Regular vacuuming and avoiding over-wetting can help.

► Sailing: Carpets gradually change color due to accumulation of dirt and grease. Soil shows more on light-colored carpets. Regular cleaning will help.

► Shading: Carpet appears to have changed color in spots. Spots appear lighter view from one direction and dark from another. It’s the result of carpet fibers bending in different directions. Regular vacuuming can help lift and straighten the fibers.

► Shedding: When the pile is cut, short ends of fibers can be left in the carpet. When they work their way loose, the carpet appears to be shedding. The situation is temporary and will stop after time.

► Sprouting: when the carpeting was manufactured, sometimes one end of the yarn was pinched and worked loose after installation. The sprout can be clipped off.

► Shrinkage: Over-wetting can shrink a carpet. Wool and other natural fiber carpets are more prone to shrinkage. If there is a risk of shrinkage, use dry foam extraction to clean carpets.

NOT SURE HOW TO CLEAN THE CARPET?

If you are unsure about the construction or type of carpeting in a customer’s facility, then ask your customer for information from the manufacturer so you can determine the recommended cleaning method. Some carpet manufacturers require specific cleaning and maintenance methods be used for their warranty to remain in effect.




Special Services: Carpet Care, Routine Maintenance

Carpet Maintenance – Routine

Routine maintenance helps protect carpets from soils and stains that can damage fibers. The two routine tasks for carpet care are vacuuming and spot removal.

► Vacuuming removes sharp, gritty particles that cut, scratch and damage carpet fibers as people walk on the carpet.

► Vacuuming with a HEPA vacuum removes dust, pollen and other allergens that can aggravate allergies, asthma and other breathing problems.

► Vacuuming regularly and spot removal can prolong the periods between deep cleaning, keeping carpets more attractive and in better shape.

Spot Removal

SPOTS VS STAINS

The biggest difference between a spot and a stain is time. If spills and spots are cleaned promptly, then water usually works well. If time passes, then more aggressive spot removal with chemicals is needed.

Stains result from something that has dyed or changed the carpet fibers in some way, either because of what was spilled, or because too much time has passed without proper cleaning. Stains are impossible to remove. Note that decaffeinated coffee stains the carpet because it has artificial color that dyes the carpet fibers.

Never promise to completely remove a spot or stain!

Common Types of Spots and Stains

Spots and stains are classified according to the type of chemical or method needed to remove them.

► Water-based spots: Anything that dissolves in water such as food, soda, milk, coffee, tea, jelly, chocolate and washable ink.

► Oil-based spots: Greasy food, oil, tar, paint, gum, ink, lipstick, shoe polish and glue.

► Organic spots: Urine, vomit, feces – refer to Bloodborne and Airborne Pathogens Training.




Identifying Spots

► Ask your customer whenever possible. They may know exactly what the spot is. Ask your customers to leave you a note in the Coverall Log Book with details of spills and spots.

► Inspect the spot. Color, shape, appearance and location may be factors in determining the origin of a spot. Location is often the easiest clue since many spots occur in front of, or on the way to and from, a beverage machine, coffee area, lunch room or possibly the copy machine (toner). But remember – that’s just one clue!

► Brilliance (shine) is a factor. Shiny stains will often be paint, lacquer, varnish or nail polish. Food spots will often have a dull appearance but will lighten if scratched. Paint will have a light, oily film in the carpet fibers and dried pigment on the surface of the fibers. Other shiny spots include mud and tar.

► Color can be a significant clue. Shiny back stains usually indicate paint, tar or grease. A dull black stain may have come from dried blood or food. Remember that food stains will lighten when scratched. Yellowish brown stains usually indicate spots caused by coffee, tea, soft drinks and fruit juices.

► Shape of a spot. An irregular shape will often be a spill of some type, whereas a regular shape, such as a square or circle, indicates that another object was the cause of the spot. A series of spots in a line usually indicates dripping from a moving object, such as a beverage.

► Feel of the spot can help determine its source. Is the spot sticky, oily spots, hard, waxy, wet or dry?

► Odor or smell of the spot. Food spots will give off an odor different from grease or oil, depending on how old the spot is.

Common Carpet Stains





Common Spot Removal Chemicals

A “solvent” is something that dissolves other things. Water is the most common solvent because it dissolves so many things. Knowing what caused a spot, choosing the right solvent to dissolve the spot, and acting as quickly as possible after a spot has appeared, are important to effective spot removal.

DRY SOLVENTS (DRY CHEMICALS)A dry solvent is a chemical that has no water in it. Dry solvents attract or remove non-water-based spots, such as greasy food, oil, tar, paint, gum, ink, lipstick, and shoe polish.

The most popular dry solvent is volatile dry solvent. Volatile, in the cleaning industry, refers to the solvent’s ability to evaporate rapidly. Volatile dry solvents include petroleum solvents, such as odorless mineral spirits, Stoddard solvent and mineral spirits/paint thinner.

The second class of dry solvents is non-volatile. Non-volatile dry solvents (NVDS) are petroleum-based or citrus-based spotters that do not evaporate or evaporate very slowly and can leave behind residues that can cause re-soiling; therefore, use a volatile dry solvent as a rinse after removing the spot with an non-volatile dry solvent.

Gel solvents are popular non-volatile dry solvents that work well to remove spots and rinse well with hot water and detergent, so you do not need to rinse with a volatile dry solvent.

WET SOLVENTS (WET CHEMICALS)A wet solvent is a solvent that consists of water plus something else, usually a detergent. They attract or remove water-based spots, such as food, soda, milk, coffee, tea, jelly, chocolate and washable ink.

► NEUTRAL detergent and water (pH 7) is an excellent spotter for synthetic and natural fibers. Apply with a spray bottle, massage, wait 30 seconds, blot, rinse and blot dry.

► ALKALINE detergent and water (pH 8 to 13) is for use on synthetic fibers only and is slow acting.

► ACIDIC detergent and water (pH 2.5 to 7) is useful for yellowing or browning, usually caused by over-wetting or high alkalinity from improper cleaning. It is fast acting.

► Digesters are active enzyme detergents used to remove protein stains such as blood, vomit and milk.

► Hydrogen peroxide-based products are effective on coffee and tea.

POG REMOVERSNote that Petroleum-based stains require a POG remover (Paint, Oil, Grease). Follow the manufacturer’s directions. Contact your Coverall Support Center for help.

SPECIALTY CHEMICALSSpecialty chemicals may be needed for a specific spotting procedure or type of spot, such as rust, gum or wax. Use extreme caution because these chemicals can be hazardous if used improperly. Always test them first. Follow the manufacturer’s directions. Contact your Coverall Support Center for help.




Spot Removal as part of Regular Service

A few spots on a carpet can make the rest of the carpet look bad. As part of Regular Service and the Coverall Core 4® Process, use your Encapsulation Carpet Spotting Kit to remove spots that are less than 3 inches in diameter.

Removing the Spot or Stain

The correct chemical will loosen the spot or stain, but it will not necessarily make it disappear, so you will need to remove the spot after you loosen it. If not removed, the original stain and spotting chemical will be left behind, leading to re-soiling.

Extraction is the preferred method for removing a loosened spot. If an extractor is not available, applying water to the area and removing it with a wet/dry vacuum can simulate the same effect. If a wet/dry vacuum is not available, then the liquid can be blotted with a white towel or paper towel.

Preparing for Spot Removal

Inspecting the spot is the first step toward removal and may save you the time and trouble of using the wrong solvent and process on the spot. If possible, talk with your customer and answer the following questions before you begin cleaning:

► Where is the spot in the facility? Was something spilled or tracked into the facility?

► What caused the spot?

► How long has it been there?

► What type of fiber is the carpet made of?

► Can you review a copy of the carpet manufacturer’s instructions?

► What action has been taken to remove the spot? What was the result?

► What solvent and process will I use and why?





Cleaning the Spot

► If the spot is dry, vacuum to remove as much soil as possible.

► If the spot is wet, then remove excess solid or liquid. Blot with white towels or paper towel until you can pick up no more soil or moisture. If a large amount of liquid was spilled, then use a portable extractor, using only water (no cleaning solution). Then, make several dry (vacuum only) passes with the extractor to speed drying time.

► Sponge a small amount of the solution on an inconspicuous part of the carpet. If no color or texture change takes place, then proceed with the treatment, carefully following the instructions for the chemical and taking appropriate safety precautions.

Suggested Carpet Spotting Equipment and Supplies

► Bone scraper to massage and separate fibers during the spotting procedure

► Spotting brush for removing large spots

► Nap shears to remove fuzz from carpet fibers

► Spray bottles for storing and applying spotting solution; label and store bottles correctly

► White towels or paper towels to test stain remover and soak up liquid

► Crevice tool to provide concentrated vacuum suction

► Spotter or extractor for faster, more effective spot removal

► Wet floor signs – keep them in place until the carpet is dry


SM

REVIEW


1. A rug is easily portable (movable) and is usually _____________ from the floor before

cleaning.

2. In general, the cost for maintaining carpets is _____________ than the cost of

maintaining hard floors.

3. Carpeting consists of fibers (_____________) that vary in quality and construction.

Fibers may be natural or synthetic (man-made).

4. Carpet _____________ is the layer under the pile. It is made of a variety of materials

and may include a protective treatment, such as anti-microbial or anti-stain.

5. Carpets may or may not be installed with a _____________. It is like a cushion that is

laid on top of the floor, and then the carpeting is laid on top of the cushion.

6. Routine maintenance helps protect carpets from soils and stains that can damage

fibers. The two routine tasks for carpet care are _____________ and _____________

removal.

7. Some carpet manufacturers require specific cleaning and maintenance methods be

used for their _____________ to remain in effect.

8. _____________ result from something that has dyed or changed the carpet fibers in

some way, either because of what was spilled, or because too much time has passed

without proper cleaning. They are impossible to remove.

SM

REVIEW continued



9. A few spots on a carpet can make the rest of the carpet look bad. As part of Regular

Service and the Coverall Core 4® Process, use your Encapsulation Carpet Spotting Kit

to remove spots that are less than _____________ inches in diameter.

10. Color, shape, appearance and location may be factors in determining the origin of a

spot. _____________ is often the easiest clue since many spots occur in front of, or on

the way to and from, a beverage machine, coffee area, lunch room or possibly the copy

machine (toner).

Answer key: (1) removed; (2) less; (3) pile; (4) backing; (5) pad; (6) vacuuming, spot; (7) warranty; (8) Stains; (9) 3; (10) Location.



Special Services: Carpet Care, Interim & Restorative Maintenance

Carpet Maintenance – Interim

Interim maintenance is cleaning that takes place between vacuuming and deep cleaning. Low-moisture encapsulation is the method recommended by most carpet manufacturers and by the Coverall® System for general interim carpet maintenance. Hot water extraction is the method recommended by most carpet manufacturers and by the Coverall® System for deep cleaning carpets on an interim basis. Unlike low-moisture encapsulation, extraction cleans the carpet all the way to the carpet backing.

Carpet cleaning methods

As a commercial cleaning professional, take time to learn the various methods, machines and terminology associated with carpet care. In this class we will demonstrate some carpet machines in the Coverall Support Center to help build your awareness of the Special Services market and opportunity.

Low-moisture encapsulation

Description Advantages Disadvantages

A low-moisture encapsulation machine has a rotating cylindrical brush that works the encapsulation chemicals into the carpet fibers. Crystals in the chemical encapsulate soil, acting like tiny sponges to absorb dirt. A special pad captures the soil. After carpet dries completely, vacuum (at next scheduled service).

• Virtually no drying time

• Recommended method by most carpet manufacturers

• Considered to be a light “deep cleaning” vs other methods that just clean the carpet surface

• Keeps carpets cleaner for longer than other interim cleaning methods1

• Excellent production rates

• Because no extraction (suction) is performed, the carpet fibers may not appear to be as “fluffed-up” as much as when carpeting is deep-cleaned using extraction

APPLICATIONS FOR LOW-MOISTURE ENCAPSULATION:

Low-moisture encapsulation is gentle on carpets, removes stains permanently and can be done often if needed. Because no water is used in the process, carpets can be walked on soon after cleaning, reducing wait time. The crystal extract chemistry used emits no Volatile Organic Compounds (VOCs), so the process is environmentally friendly. As the machine moves across the carpet, its brushes lift the carpet fibers making way for the cleaning chemistry to reach each fiber and lift the stains – leaving the carpet pile looking very clean and refreshed. The use of low-moisture carpet cleaning systems can boost the performance and appearance of carpeting, extend its life and minimize downtime commonly associated with carpet cleaning.

___________________________________________________________________1 Wittkamp, Bob (2002-10-01). “Encapsulation and Carpet Cleaning (Carpet Cleaning Basics)”. ICS Cleaning Specialist. Business News Publishing Co. Retrieved 2009-04-02.





Encapsulation is also use for cleaning upholstered chairs, walls and cubicles. Damp upholstered chairs and furniture are a turn-off and may prevent your customers from doing business until everything dries. For time-sensitive businesses – such as movie theaters that close after midnight and open by matinee time but need carpets and guest seats cleaned regularly, or hotel and conference areas with upholstered walls, chairs and carpeting to be cleaned before or after a big event – crystal encapsulation is preferred, because it cleans effectively to remove dirt, is less disruptive than other commercial cleaning methods, and dries fast so furniture is ready when your customer re-opens for business.

Hot water extraction

Description Advantages Disadvantages

The carpet is pre-sprayed with carpet cleaning solution in high-traffic and heavily soiled areas. Then, the hot water extractor sprays boiled water onto the carpet via high pressure jets in a wet vacuum wand to loosen the soil and kill germs. The machine simultaneously vacuums the carpet to remove soil and detergent.

• Cleans carpet all the way to the carpet backing

• Removes spots and stains

• Loosens and removes soil, and extracts detergent at the same time, reducing risk of re-soiling improving air quality

• Slow production rates

• Uses large amounts of water so takes time to dry (12 to 36 hours); drying time can be reduced using fans or ventilation

• Moisture is used so there is a chance of over-wetting, shrinkage or browning/yellowing

• Risk of odors, bacteria, fungi, molds, and mildews from carpet that takes too long to dry

• Wicking; if spots or stains are not removed, they can reappear or “wick back” as the carpet dries

• Labor-intensive

APPLICATIONS FOR HOT WATER EXTRACTION

Hot Water Extraction is a very common way to safely deep clean carpets. This method is an environmentally friendly and an effective way to remove dust mites and other organisms that may be living in your customers’ carpets. However, it does require drying time, so it must be scheduled during off hours.

Extraction is also use to clean upholstered walls in conference centers, schools, hotels, banquet halls and other facilities to remove splashes, spots and soil. In offices, fabric-covered cubical walls are often overlooked and can collect dust and allergens, in addition to splashes from coffee or soda cups, spots and stains from dirty fingers, and heavy traffic.

Note that synthetic carpets are ideal for extraction cleaning, but natural fibers, such as wool, cannot be extracted without potential damage to carpet fibers or shrinkage of the carpeting.

In facilities where there is an increased risk of pathogens, Coverall recommends hot water extraction for maximum soil removal. If you encounter a situation that involved blood or bodily fluids, refer to your Bloodborne and Airborne Pathogens training before beginning carpet cleaning.




PRE-SPRAYING CARPETS

Older carpet, spots and heavy traffic areas may need extra cleaning. Use a detergent solution as pre-spray to break the surface tension and give the chemical time to break down soils. Let the pre-spray dwell for 10 to 12 minutes on carpet so the chemical can do the work.

Carpet Maintenance – Restorative

If carpets are very worn, dirty or dull, then Carpet Restoration can bring them back to life. This process uses Low-Moisture Encapsulation technology to lift carpet fibers, followed by Hot Water Extraction to penetrate the carpet and deep clean below the surface.

Restorative maintenance is deep carpet cleaning of hard-to-remove stains or soil built up over time that cannot be cleaned effectively with routing or interim maintenance. The frequency of restorative maintenance depends on the size of the facility, amount of traffic, importance of clean carpets to your customer, and other factors. High-traffic areas or areas that make an impression on your customer’s business, such as the lobby, may require restorative maintenance more often.

Other Carpet Cleaning Methods – Not Recommended

Bonneting

Bonneting, sometimes called “spin cleaning,” uses a rotary floor machine and low-moisture detergent with an absorbent cotton or synthetic pad to scrub the carpet with a rotating or spinning motion. The machine used is similar to a buffer, and the process is similar to buffing a hard floor – except on carpet.

Although competitors may use bonneting, because it is quick and easy to do and dries quickly, this method is not recommended by Coverall because any technique that twists and untwists carpet fibers can permanently damage the carpet.

Rotary Machine

Drive BlockAbsorbent PadCarpet





Disadvantages of bonneting:

► Spinning bonnet may distort carpet fibers, fuzzing the pile and leaving swirl marks.

► Limited soil removal, spreads dirt around instead of removing it.

► Leaves detergent in the pile, increased chance of re-soiling (unless you use an extraction rinse) – soap acts as dirt magnet.

► Pad and solution must contact the soil to remove it, so this method does not clean the carpet backing completely.

► If pads get dirty, then you can’t continue until they are cleaned.

► May separate carpet seams if the rotary machine is pulling away from the seam.

► Extremely labor-intensive, low production rates.

Carpet Shampooing

Shampooing is a carpet cleaning method commonly used by homeowners and professionals. The machines can be easily rented or purchased, along with bottled shampoo solution. Similar to bonneting, the process uses shampoo and a rotary machine to loosen soil, followed by thorough wet vacuuming to remove soil. This method is effective on heavily soiled carpets and lifts the pile in matted areas.

Like bonneting, shampooing is not recommended by Coverall, because any technique that twists and untwists carpet fibers can permanently damage the carpet.

Disadvantages of carpet shampooing:

► Rotary scrubbing may distort carpet fibers, fuzzing the pile or separating carpet seams.

► Uses water so takes time to dry.

► Carpet may appear streaked if operator does not overlap areas cleaned.

► Leaves detergent in the pile, increased chance of re-soiling (unless you use an extraction rinse) – soap residue acts as dirt magnet

► Traffic lanes and heavily soiled areas may need multiple passes.

► Moisture is used so there is a chance of over-wetting, shrinkage or browning/yellowing.

► If furniture is replaced while carpet is wet, then the operator must use foil or foam blocks under furniture to avoid staining carpet with wood dyes or rust.


SM

REVIEW


1. __________________ is the method recommended by most carpet manufacturers and by

the Coverall® System for general interim carpet maintenance.

2. __________________ is the method recommended by most carpet manufacturers and by

the Coverall® System for deep cleaning carpets on an interim basis.

3. __________________ is gentle on carpets, removes stains permanently and can be done

often if needed. Because no water is used in the process, carpets can be walked on

soon after cleaning, reducing wait time.

4. __________________ is a very common way to safely deep clean carpets. This method

is an environmentally friendly and an effective way to remove dust mites and other

organisms that may be living in your customers’ carpets. However, it does require

drying time, so it must be scheduled during off hours.

5. Note that synthetic carpets are ideal for extraction cleaning, but __________________

fibers, such as wool, cannot be extracted without potential damage to carpet fibers or

shrinkage of the carpeting.

6. If carpets are very worn, dirty or dull, then Carpet __________________ can bring them

back to life. This process uses Low-Moisture Encapsulation technology to lift carpet

fibers, followed by Hot Water Extraction to penetrate the carpet and deep clean below

the surface.

SM

REVIEW continued



7. Although competitors may use __________________ because it is quick and easy to do

and dries quickly, this method is not recommended by Coverall because any technique

that twists and untwists carpet fibers can permanently damage the carpet.

8. Older carpet, spots and heavy traffic areas may need extra cleaning. Use a detergent

solution as _______-___________ to break the surface tension and give the chemical time

to break down soils.

Answer key: (1) Low-Moisture Encapsulation; (2) Hot Water Extraction; (3) Low-Moisture Encapsulation; (4) Hot Water Extraction; (5) natural; (6) Restoration; (7) bonneting; (8) pre-spray.



Special Services: Hard Floor Care

Hard floors require routine vacuuming and mopping to help them look nice and remove daily soil that can scratch or harm the floor finish. Beyond routine maintenance, hard floors should be polished (buffed) and refinished periodically to keep them protected and attractive.

The first step in hard floor care is identifying the type of flooring in your customers’ facilities.

Floor Types

There are two types of hard floors:

1. Resilient flooring

2. Non-resilient flooring

Resilient flooring is made using various types of flexible or “bouncy” material such as sheet vinyl and vinyl composition tile (VCT), cork, linoleum and rubber. It is resilient, because it will flex or have some “give” (cushion) when compressed without cracking. But, it can be damaged by solvents, strong alkaline solutions (pH more than 7) and abrasives. For example, sodium bicarbonate, an alkaline solution used in dialysis centers, can stain tile floors if not removed promptly and correctly.

Non-resilient flooring, commonly called “hard surface,” is made of inflexible materials such as brick, concrete, ceramic and porcelain tile, laminate flooring, natural stone, marble and slate. It is non-resilient and will not “give” or flex when compressed by heavy objects, but it will crack. Unlike resilient flooring, non-resilient flooring can be scratched, chipped and damaged from overuse, misuse, or acids or other chemicals spilled on it.

Resilient Flooring

Synthetic (man-made): Natural:

• Vinyl

• Vinyl composite tile (VCT)*

• Asphalt tile

• Linoleum tile

• Rubber tile

• Cork

• Bamboo

• Natural wood

Non-Resilient Flooring

Synthetic (man-made): Natural:

• Ceramic tile

• Porcelain

• Terrazzo

• Concrete

• Brick

• Synthetic wood

• Marble

• Onyx

• Travertine

• Slate

• Granite

• Natural Stone

*The majority of tile used in commercial buildings is VCT.





NOT SURE ABOUT HARD FLOOR?

If you are unsure about the construction or type of flooring in a customer’s facility (especially bamboo, cork or new composites), then ask your customer for information from the manufacturer, so you can determine the recommended floor care program.

WHAT ABOUT VINYL ASBESTOS TILES?

Before 1980 asbestos was commonly used in vinyl flooring, especially vinyl flooring with paper backing. Asbestos is most dangerous when it crumbles and releases a powder into the air that people breathe in, possibly leading to serious illness, such as mesothelioma. Removing a vinyl asbestos floor, cracking or breaking it, or damaging the floor in some other way can disturb the asbestos and be harmful to people. If you encounter a tile floor that was installed before 1980, then for safety’s sake, assume it contains asbestos.

Learn more about asbestos on the U.S. Environmental Protection Agency (EPA) website.

During the walk-through, your customers sign a Coverall Safety and Security document that requires them to disclose asbestos in their facility. Generally, as long as an asbestos tile floor is not friable (easily crumbled), then it can be scrubbed and recoated, but NOT stripped and refinished. Your Coverall Support Center can help you assess the condition of an asbestos tile floor and determine if floor cleaning is recommended.

Excerpt from Coverall Safety and Security Document:

Coverall Safety and Security DocumentThe Coverall® System places great emphasis on safety and security. Coverall Franchised Business Owners are trained and certified on Personal Safety, Customer Account Security, Emergency Actions, Accident Investigation and Reporting, and other aspects of cleaning your facility in a safe and secure manner.

To help us support your safety and security measures, please answer the questions below.

Customer Name: ____________________________________________________________________________________

Customer Address: _________________________________________________________________________________

1. Is protective equipment required in any parts of your facility where the Coverall Franchised Business Owner or his/her employees will be providing services? This might include hard hats, eye protection, steel-toed shoes, gloves, gowns, masks, or other personal protective gear.

Yes No

If yes, please document the equipment that is required and the areas in which it should be used.

2. Will the Coverall Franchised Business Owner need to disarm and arm a building security system?

Yes No

3. Will the Coverall Franchised Business Owner be given a set of keys for your facility?

Yes No

4. Asbestos:

I am aware of Asbestos in the facility where the Coverall Franchised Business will be providing services, and if applicable, I will provide the Asbestos Control Plan to the representative of the Coverall Franchised Business.

I am not aware of Asbestos in the facility where the Coverall Franchised Business will be providing services.

5. Other: ___________________________________________________________________________________________

_________________________________________________________________________________________________

_________________________________________________________________________________________________

_____________________ ___________________Customer Initials Date

WHITE: Customer Copy YELLOW: Franchised Business Owner Copy PINK: Coverall Regional Support Center Copy

© 2016 Coverall North America, Inc. Safety_Form_0316




WHAT MAKES A FLOOR SHINY?

A floor looks shiny when the layers of finish lay flat, the surface of the floor is smooth, and light can reflect nicely and evenly. If a floor is scratched, stained, or the finish is not flat and smooth, then light bounces in all directions and the floor looks dull.

Floor Care Summary

Floor Type Floor Care Snapshot

Vinyl Composition Tile (VCT) • Holds floor finish nicely

Linoleum • Use strippers and sealers specifically for linoleum floors

• Clean with neutral detergent

Terrazzo • Use sealer specifically for terrazzo


Unglazed and Glazed Ceramic (Quarry Tile)

• DO NOT use floor finish

• Machine scrub only

• Clean with neutral detergent or all-purpose cleaner

Concrete • DO NOT use floor finish

• Use concrete sealer

Marble • DO NOT use floor finish

• Use penetrating sealer


• Susceptible to acids

Slate • Use penetrating sealer


Granite • Use sealer


• Susceptible to acids





Hard Floor Methods

Routine maintenance of hard floors is accomplished with vacuuming and mopping. Refer to the Coverall Core 4® Process for details. Special Service hard floor cleaning methods are listed below.

Method Brief Description Floor Machines or Products

Scrubbing Cleans the floor and removes the top few layers of finish (scratches, dirt). After removing the top few layers, rinse the floor and remove dust before recoating to help finish bond to floor.

• Swing machine

• Auto scrubber

• Orbital scrubber

Recoating Laying down new layers of floor finish after a floor has been scrubbed (Scrub and Recoat).

• Sealer

• Finish

Burnishing Evens out the rough spots and layers of finish; hardens the finish, makes it more durable and produces a high sheen.

Make sure surface is free of loose soil.

Note: Burnishing does not melt the finish, but it does sand the surface a bit.

After burnishing must dust mop to remove debris that can get into the finish

• Burnisher starts at 1000 RPMs and goes up to 5K+

• Burnisher will draw amps and can cause circuit breaker to blow, advantage of battery operated

• Amp load – make sure building can withstand load

• Corded electric burnisher (over 1200 RPMs)

• Battery operated burnisher (over 1200 RPMs)

Spray Buffing Spray buffing temporarily fills in cracks, crevices, and uneven spots and scratches with diluted floor finish. Then the area is buffed to smooth it out. Spray buffing doesn’t remove floor imperfections or produce a high sheen as with burnishing.

Note: Do not use spray buff if you’re burnishing.

• Single speed floor machine (175 RPM)

• Dual speed floor machine (175 and 375 RPM)

• Spray buff compound

Stripping Completely removes all layers of finish and a small fraction of the tile surface. Usually done once a year so the tile surface isn’t eaten away prematurely. Can be difficult depending on the number of coats of finish on the floor, the age of the finish, products used in the past and type of floor.

• Stripper

Refinishing Putting new finish on a floor after stripping to restore its protective coating and appearance as best as possible. This process takes time and needs to be done in proper order for best results, with 45 minutes of drying time for the first coat, and a minimum of 10 minutes drying time between additional layers of finish. Generally, 4-6 coats of finish are used in most facilities, but up to 8 coats may be needed for high shine. Some finishes require fewer coats. Do not put down more than 5 coats in a 24-hour period of time; won’t cure properly.

Note: Drying time is not an exact science and depends on humidity and the thickness of each coat. If humidity is high, or it’s raining, or the facility has no air conditioning, then drying time will be longer.

Floor finish dries from top down, so while it might look dry on the surface, it still drying down.

• Sealer

• Finish

• Application mop or finish applicator


SM

REVIEW


1. Resilient flooring is made using various types of flexible or “bouncy” material such

as sheet vinyl and _____________ _____________ _____________ (VCT), cork, linoleum

and rubber.

2. Before 1980 _____________ was commonly used in vinyl flooring, especially vinyl

flooring with paper backing. It is most dangerous when it crumbles and releases a

powder into the air that people breathe in, possibly leading to serious illness, such

as mesothelioma.

3. Generally, as long as an asbestos tile floor is not friable (easily crumbled), then it can

be scrubbed and recoated, but NOT _____________ and _____________.

4. A floor looks _____________ when the layers of finish lay flat, the surface of the floor is

smooth, and light can reflect nicely and evenly. If a floor is scratched, stained, or the

finish is not flat and smooth, then light bounces in all directions and the floor looks

_____________.

5. _____________ Scrubbing cleans the floor and removes the top few layers of finish

(scratches, dirt). After removing the top few layers, rinse the floor and remove dust

before recoating to help finish bond to floor.

6. _____________ means laying down new layers of floor finish after a floor has been

scrubbed.

7. _____________ evens out the rough spots and layers of finish; hardens the finish,

makes it more durable and produces a high sheen.

SM

REVIEW continued



8. Spray _____________ temporarily fills in cracks, crevices, and uneven spots and scratches

with diluted floor finish. Then the area is buffed to smooth it out.

9. _____________ means completely removing all layers of finish and a small fraction of the

tile surface.

10. _____________ means putting new finish on a floor after stripping to restore its protective

coating and appearance as best as possible.

11. Refinishing takes time and needs to be done in proper order for best results, with

_____________ minutes of drying time for the first coat, and a minimum of 10 minutes

drying time between additional layers of finish.

Answer key: (1) Vinyl Composition Tile; (2) asbestos; (3) stripped, refinished; (4) shiny, dull; (5) Auto; (6) Recoating; (7) Burnishing; (8) buffing; (9) Stripping; (10) Refinishing; (11) 45.



Selling Special Services

Being in your customers’ facilities on a regular basis gives you the opportunity to identify Special Service needs and talk with your customers about them. Coverall encourages you to find opportunities to propose additional services, Special Services and supplies to customers. Follow the Franchised Business Policies and Procedures Manual for selling additional or Special Services.

Coverall also has the right to sell additional services, Special Services and supplies to your customers. These additional sales can help increase the gross monthly dollar volume of the Service Agreement, protect you from competitors, and improve customer satisfaction.

If a customer complains about something that is not part of their Service Plan, then suggest a Special Service to solve the problem. For example, if the customer complains about a dirty carpet (that cannot be cleaned thoroughly with your HEPA backpack vacuum and occasional small spot removal), suggest a carpet cleaning.

If the complaint is about a small area, such as the carpet in the hallway near the lunchroom, and you know it won’t take much time to clean it, then you might want to consider providing a small Special Service carpet cleaning at no cost. Note your service in the log book and discuss it with your customer. A complimentary small effort could result in greater customer satisfaction and an opportunity to propose a larger Special Service for the entire facility in the future.





Things to look for:

HARD FLOORS:

► Severe yellowing or discoloration of hard floors

► Tiles with deep scratched that may look damaged

► Dirt build-up on tiles and in corners/edges

► Dirt built-up on grout

► Uneven floor surface

► Common problems resulting from previous hard floor care:

• Poor gloss or sheen – Walk-off mats not used so the floors are dirty and scratched; not enough finish or finish done improperly; using incorrect pad removed too much gloss; equipment used was old or dirty, tile is very old, excessive residue from cleaner

• Scuffed or scratched finish – Pads or brushes were too aggressive; walk-off mats not used; not enough floor finish used

• Floor finish discolored (yellow or brown) – Mop pads were not clean; walk-off mats not used; equipment not properly cleaned or maintained; operator error; too much cleaner left residue; fans used to dry coats resulted in dirt or bubbles

• Powdered floor finish – Floor not thoroughly rinsed before finish applied; pads dirty; fans directed at floor finish not upward for air circulation; sealer may have been needed before finish; stripper residue

• Streaks in floor finish – Floor finish or seal was not thoroughly dry before additional coats; equipment not clean; floor not rinsed after scrubbing or stripping

• Slippery floor – Ice-melting compounds on floor; no walk-off mats; detergent not measured or diluted properly

• Damaged floor tiles from previous service providers or improper installation – wide gaps between tiles, water damage from underneath (especially in bathrooms), etc.




CARPETING:

► Carpets severely matted

► Carpets soiled in high-traffic areas or near food/break room areas

► Carpets soiled in areas where walk-off mats should be used

► Carpet spots larger than a dinner plate or over more than 30% of the facility

► Customer complains that carpet got dirty (re-soiling) soon after last carpet cleaning

OTHER:

► Is there a build-up on baseboards, especially in restrooms?

► Do their lobby windows look dirty?

► Is there dust on their high air ducts?

► Are they planning an event or holiday party that will require extra preparation before the event or clean up after?

Get the competitive advantage!

If you see an opportunity, propose a Special Service to your customer or call your Support Center for help with the sale. Consider the following sales process:

► I noticed that your (kitchen floors) look (state the problem professionally).

► I recommend that we (strip and refinish) them soon so they look better and are protected with a good floor finish.

► Is that something that you would like to have done?

► When would you like to have it done?

► Are there other floors or carpets you would like me to look at or price for you?

► Do you mind if I take pictures to remind myself of the floor’s current condition?

► OK. I’m going to measure the area(s) and get back to you by __________ with a price and some options.

► Then, ask your Support Center for help bidding on the Special Service.





Check your Customer Satisfaction often!

The Coverall® Customer Satisfaction Survey is a great tool for you and the Support Center to use, on your behalf, to identify Special Services opportunities. Your Support Center may have additional sales tools that you can leave behind at your customers’ facilities to recommend a Special Service.

Company Name: ____________________________________________ Your Name: _____________________________________________

Coverall Franchised Business providing service: ___________________________________________________________________________

Cleaning services provided by independently owned and operated Coverall Franchised Businesses

CS_SURVEY_1215

Customer Satisfaction SurveyToday’s Date:_______________________

____________________________________________________________ ________________________________________________________Customer Signature Coverall or Franchised Business Representative Signature

____________________________________________________________ ________________________________________________________Print Name Print Name

Add Services or Service Days

Deep Carpet Cleaning

Hard Floor Care

Window Cleaning

Special Event Cleanup

Supplies Delivery Program

Other: ______________________

Are there additional services you might be interested in?

Details:

CategoryCompletely Satisfied

4

Satisfied

3

Somewhat Dissatisfied

2

Completely Dissatisfied

1Comments or Requests?

Dusting and Detail

Floors and Carpets

Restrooms

Trash Removal

Communication

Safety and Security

Overall rating

Additional Comments:

How is your commercial cleaning service? Please rate your satisfaction with the Coverall® Program.

Would you recommend Coverall? Yes No

Comments:

White: Franchised Business Owner Yellow: Coverall File Pink: Customer




Questions customers often ask about Special Services:

HARD FLOORS:

Will it get the yellowing out of the floor?

► Most of the time stripping and refinishing will significantly decrease the de-coloration in the floor, unless it’s in the floor tile, not the finish.

Will all the scratches come out?

► All the scratches in the finish will be removed but scratches in the tile will not.

How many coats of finish will be on the floor?

► Between 3-5 coats for normal office environments, depending on the traffic and other floor care that is used in between strip and refinishes.

CARPETS:

Will you be able to remove all the spots?

► Depends on how old the spots are and if the spot has become permanent (stain).

Will the traffic/wear pattern come out?

► All cleaning is subject to the condition and the history of the carpet. Best case: the worn areas will brighten over time and, with proper cleaning on a regular basis, they may fade.





Some issues cannot be fixed with carpet cleaning or floor care!

In some cases, your customer’s floors or carpets might be permanently damaged. As a commercial cleaning professional, talk honestly with your customer to set proper expectations for the result they can expect. Ask your Support Center for help.

► Carpet pile worn away or permanent stains

► Carpet burned

► Wheel of a cart locked and leaves “rug burn”

► VCT tile faded, loose or pulling up (curling)

► Carpet has waves or bubbles

► Tile cracked, broken or loose

► No grout (restaurant kitchens)

► Grout extremely dirty (was light gray and now is black)

► Evidence of water damage stains (severe discoloration under a urinal)

► Iodine/Betadine® stains (healthcare customers)

How Coverall Special Services Are Sold

► You find an opportunity and bid it, or Coverall finds an opportunity and bids it. Note that your franchised business would pay Coverall a Special Services Finder’s Fee if you decide to accept a Special Service that Coverall sold to a customer.

► Both carpet and floor care are bid at a price per square foot. Suggested pricing varies by market.

► The customer signs a Coverall Special Services Agreement.

► After the Special Service is completed, the customer signs the Special Services Agreement form to indicate the service was completed.

► Then, the franchised business files the completed paperwork with the Coverall Support Center so Coverall can invoice the customer for the Special Service, on behalf of the franchised business.




FAX SIGNED FORM TO: ______________________________________

EMAIL SIGNED FORM TO: ____________________________________

One Time Service/Special Service Agreement

Service Description:

¨ Initial Clean Hard Floor Care Carpet/Upholstery Care Other Misc. Special Services

¨ Special Function Clean-Up ¨ Strip and Refinish ¨ Hot Water Extraction ¨ Additional day of service¨ Blind Cleaning ¨ Scrub and Recoat ¨ Low Moisture/Encapsulation ¨ _____________________¨ Interior Windows ¨ Spray Buffing ¨ Furniture/Fabric Cleaning ¨ _____________________¨ Exterior Windows ¨ Burnishing ¨ _____________________¨ No Touch Restroom Machine Cleaning ¨ Machine Scrub ¨ _____________________ ¨ Grout Cleaning ¨ _____________________

¨ Other: (include description and comments below)

Terms and Conditions:1. Cleaning chemicals, equipment and tools necessary to perform the service will be provided by the Franchised Business, unless otherwise specified

herein. Water, light and power necessary to perform the service are the responsibility of the Customer. Any additional items required for performance of the services must be included in “Other/Comments” section above.

2. Service to be provided by a Coverall Franchised Business or subcontractor.

3. Customer shall be responsible to pay the above Service Fee upon completion, plus any taxes due on services.

4. Invoicing will occur on the first business date after the date indicated and the amount due will be payable pursuant to the terms indicated on the invoice (NET 10 Days) unless otherwise agreed in writing. Any concern about the service should be reported to the Coverall Support Center immediately. Failure to notify Coverall’s Franchised Business and/or Support Center in writing of any service issues within 5 calendar days of the service will deem the services performed acceptable.

5. In the event of delay in payment of more than 30 calendar days beyond the due date, an interest charge not to exceed 1.5% or the amount legally allowed within the state in which service is provided, whichever is less, may be assessed.

Customer Name: _________________________________________ Customer # __________________________

Franchised Business Name: ___________________________________ Franchise # ___________________________

Address of Service: ______________________________________________________________

Billing Address: _____________________________________ Purchase Order # __________________________

Main Contact: ______________________________________ Service Days: Mon Tue Wed Thu Fri Sat Sun

Main/Cell Phone:__________________________ Fax #: _________________ Start Date: ________________________________

Email: __________________________________________ Completion Date: ___________________________

(Plus applicable tax)Total Service Fee $ ___________________________________ Square Feet: _______________________________

Agreement Terms Accepted By (CUSTOMER): ___________________________________________________________ Date:___________________ Sign Print

Services Completed & Acceptable (CUSTOMER): __________________________________________________________ Date:___________________ Sign

Franchised Business: ________________________________________________________________________________ Date:___________________ Sign Print

Coverall: ____________________________________________________________________________________________ Date:___________________ Sign Print

NOTE: All Coverall Franchised Businesses and Subcontractors maintain commercial liability insurance and where applicable, worker’s compensation coverage. THIS IS NOT AN INVOICE.

AS-SSAF-1116 WHITE-REGIONAL OFFICE COPY YELLOW-CUSTOMER COPY PINK-FRANCHISE OWNER COPY



Documents

In This Section - Commercial Cleaning & Office Cleaning ... CLASS 10 Introduction to Special Services Beyond Regular Service (RS) cleaning, your customers’ facilities can benefit