Prevent commercial complaints
October 1st 2009 The topic for CM's bi-monthly column by Keith Robertson, training director of the National Carpet Cleaners Association (NCCA), centres on the pitfalls of commercial carpet cleaning
One of the worst things that can happen to a carpet cleaner is to carefully clean a commercial carpet and yet fail to get top results. Worse still, is to be called back the following day by a disgruntled customer.Understandably, no matter what business we are involved in, none of us are happy to receive complaints but particularly so if we believe that we have done everything possible to ensure a good end result. In this case the carpet cleaner may well have carried out the job correctly in accordance with PAS86:2008, the Publicly Available Specification (PAS) that professional cleaners follow.The PAS86 was developed by the National Carpet Cleaners Association (NCCA) in collaboration with The British Standards Institute (BSI). In many situations the carpet will have been carefully vacuumed with a twin motor upright vacuum. A reputable cleaning agent will have been applied to the floor and a hot water extractor will have been used to remove the soil.
Faced with a call-back, most carpet cleaners will immediately volunteer to re-clean the carpet at their own expense hoping that the second clean will make a difference. In some cases the cleaning technician may well have quickly noted that there was a problem and recleaned before they left the job. If the additional work helped, the client will arrive the following day without any knowledge of there ever having been a problem.
Prevention rather than cure
Regardless, the question is whether anything could have been done to prevent this happening in the first place. It would be wrong to assume that there is an easy answer, however, it it is worth examining the situation in greater detail. Most commercial carpet, whether in sheet or tile, is typically either low-level loop with tight construction or has a short cut pile. Commonly it is largely polypropylene or another man-made fibre and receives very heavy usage. Looped piled carpet, because of its construction, usually holds more soil which has worked its way under the loops and becomes trapped. Daily vacuuming in most offices is carried out using tub vacuums by operators who are under considerable time pressure to cover a large amount of work in a short period.The vacuuming will mainly remove the larger soil leaving the smaller particles to accumulate. In other words most commercial carpet is never vacuumed thoroughly or correctly.
The importance of dry extraction
The sharp soil particles left in the pile will cut and abrade the carpet fibres and in the process, the overall appearance of the carpet will appreciably dull. So, the first thing to remember about vacuuming is that it must never be ignored. It doesn't matter how powerful your cleaning equipment is, dry extraction (i.e. vacuuming) is vital on every single job.
Other working methods
Other steps which might have been added to improve the situation include using a single disc rotary machine or a cylindrical brushing machine to ensure the pre-conditioning agent is worked thoroughly into the carpet.Combining methods such as a rotary machine with hot water extraction can also be very successful. Low moisture cleaning has gained popularity and one particular process stands out for giving a finish hard to emulate.The system uses a bonnet to massage the surface of the carpet but unlike its competitors, the drive plate is heated and the combination between the heated pad and the unique cleaning product really produces an excellent finish particularly on a low piled carpet tile.
Selecting the right cleaning products
After you have sorted out your working methods it is important to look carefully at the products you use. Economising on cleaning solutions is usually a recipe for unhappiness. Shop around asking questions and reading as much as possible before trying a new product on a job or two.Talking to others in the trade can also be useful but remember not all carpet cleaners are as discriminating as you are. Find products that are designed to break the bond between the fibre and the soil particle.Test until you find those that work on ever smaller soil particles. Decide where different products can be used safely. For example, a product with an oxygen booster may have great ability to attack the smallest of soil particles and reduce the 'greyness' often associated with commercial carpets but if it has a high pH, consider whether it is safe to use in the first place and if you do go ahead, also decide whether a rinsing agent is required to neutralise the carpet. Never forget that if you leave the carpet alkaline it will resoil fast.
Tailored cleaning solutions for success
Successful carpet cleaners recognise that each job is different.What works in one office on one particular carpet may not be as effective on another, so they are likely to have several tools or methods ready to use as the need arises.Good quality products, whether preconditioning, cleaning or rinsing agents will always out perform cheaper ones. Always remember the end result is worth it, even if there may be an odd occasion when a bad carpet requires a second clean. More articles from National Carpet Cleaners Association: | 
