Investing In Chair Caps And Sliders

A reader writes: “We have a customer that constantly complains about the scratches from chairs in their break rooms. Any suggestions?”

There seems to be a convergence of the planets here where multiple mistakes have resulted in an unhappy customer with some reasonable expectations that could have been clearer before the start up. First of all, we have discussed the possibility that you did not establish clear standards and outcomes when bidding this contract. During your bid walk, you noted the floors were VCT but did not indicate any kind of traffic count, usage, expectations, etc. The specifications called for all hard floors to have a “uniform glossy appearance” which is not really reflected in the budgeted scrubbing and buffing frequencies. This can result in the customer being disappointed in results which should have been clarified before now.

Another issue to consider is that the floor maintenance process lacks detail as to what products should be used for this type floor. The break rooms are used close to 18 hours per day, yet are scheduled for serviced once in a 24 hour shift. This is not nearly enough servicing to keep them clean and meeting the expectations of the customer. The floor finish being used is of a low quality and is 18% which means it tends to scuff easily and wears off quickly. You should consider the following to address these concerns:

1. Increase policing the break rooms to at least three times per day where necessary. This may require conducting some time studies to determine required frequency.
2. Policing should not only include pulling trash but also sweeping and spot mopping during the day to reduce risks from slip/falls and also helping to extend the life of the floor.
3. Consult with your vendor regarding the use of chair pads or sliders to reduce the incidence of scratching and scarring.
4. Consider using a heavier (25-30%) finish that may not shine quite as bright but are designed to hold up under heavy traffic.

Once you have agreed to a contract, the specifications drive the service frequency so consider more consideration up front to avoid these situations.

Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean…..

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net.