In Search of Solutions

Sanitary suppliers have many hats to wear, so to speak, when it comes to operating a successful business. One of the most important tasks in developing positive customer relationships is that of troubleshooting problems for end users.

Solving customer problems and providing end-users with solutions they need in facility maintenance goes to the very core of what customer service should be. A major area of concern for end-users is floor maintenance. Though hard surface floors are growing in popularity, carpet floor coverings continue to represent a large percentage of floors that need to be maintained.

It is no surprise then, to those in the jan/san industry, that carpet maintenance questions are among the most frequently asked by customers. The key to solving customers’ problems is having enough knowledge, training, and resources to offer an effective solution.

There are some common problems that seem to arise more often, according to several sanitary suppliers interviewed for this article.

“We see the concern over environmental and health issues as a continuing trend affecting the janitor supply industry,” says Willie Mullins, manager of All-City Vacuum and Janitorial Supply, in Everett, Wash.

Mullins says that using carpet-cleaning chemicals according to instructions is a vital key in avoiding problems. “Too many people overuse chemicals, especially do-it-yourselfers who rent portable machines and think that more chemical equals better cleaning,” says Mullins. “The opposite result is what often occurs, or even damage to the carpet.”

An important step in carpet cleaning is to use only the amount recommended on the label and to finish with a carpet extraction rinse says Mullins. This final step of rinsing, using either clear water, or a rinsing agent, is critical to remove excess cleaning residue from the carpet fibers.

Occasionally, Mullins says, a customer will call and describe how a family member — often a child — suddenly develops a rash after a carpet has been cleaned. “In such a case, I always advise the person to give their carpets a final rinse with an extractor, and usually the rash goes away,” says Mullins. “Besides health issues, overuse of chemicals, and lack of proper rinsing can cause carpet browning, which is unattractive and not good for the carpet.”

Carpet browning is a red or brownish discoloration that results from overwetting and overuse of hot alkaline solutions during cleaning. Carpet fiber type and backing can also affect browning as well as improper cleaning techniques. Browning can usually be removed from synthetic fibers by extraction using a slightly acidic rinse solution.

Another frequently asked question of sanitary suppliers is how to get red stains out of a carpet.

“Getting red stains out is probably the No. 1 carpet-related problem customers contact us about,” says Robin Karns, sales manager for Upland Janitorial Supply, in Upland, Calif.

“Our advice for red stains is to try and identify the source of the stain, then use a general spotter first,” Karns says. “If that doesn’t work, then we have a spotter specific for red stains. And always follow manufacturer’s recommendations for cleaning. Of course some stains just won’t come out, because they have become set due to using the wrong cleaner or methods to remove them.”

Karns says another problem that is an issue is carpet cleaning equipment that doesn’t function well because it wasn’t maintained properly. As an example, Karns’ company sells equipment to some institutions that clean their equipment infrequently, then store it away for several months at a time.

“If it’s a truck mount unit, they should check the oil and make sure the batteries are in good condition before using the machine,” says Karns. “Instead, people often wait until the last minute, when they are on the job and about to clean carpets, then are surprised to see the machine doesn’t function well or at all.

“It’s a terrible waste of man hours and it’s costly to them as well to have us repair the equipment,” Karns continues. He advises customers to have regular, periodic maintenance on their van-mounts and portable units.

Gary Watson, sales manager of Tower Industries, Tacoma, Wash., says stains are a big issue with many end-users who come to his company for advice.

“We often get questions from school districts on how to get stains out from carpet,” says Watson. “We give them a spotting chart, and also offer two basic types of spot-removing products. One is an all-purpose spotter, and the other is a solvent-based spotter. If the all-purpose spotter doesn’t work, then usually the solvent-based product will.”

Equipment that doesn’t function properly is one major complaint heard by Dean Phillips, operations manager of Northwest Janitorial Supply, in Seattle.

“We get calls regarding machines that don’t spray or extract properly, and invariably the problem stems from a lack of proper maintenance,” says Phillips.

“Someone will call and say the carpet they cleaned just doesn’t look right,” continues Phillips. “The injection jets may be clogged from not cleaning out the solution properly, and finishing with a clear rinse to clean the jets of soapy residue. Or there may be a dome gasket in the extraction solution tank that is worn, and not allowing proper suction to take place during the extraction phase.”

“Sell them a program,” Phillips emphasizes. “There is a lack of training among cleaning employees that leads to improper use of chemicals and equipment.”

Phillips urges end-users to have a system of training and maintenance, which includes spotting, interim, and restoration carpet cleaning. “Teaching customers a system of carpet maintenance reduces problems, and helps them become more efficient,” says Phillips. “This in turn creates a partnership and helps build stronger customer relations.”

Glen Franklin is owner of Franklin Floor Care in Snohomish, Wash., and is a certified hard-surface inspector, consultant and trainer in the floor-care industry.