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ECTP – Crew Training Chris Nunan WRT, ASD, FSRT, AMRT, ECTP Instructor Servpro of Penn-Del
L I K E I T N E V E R üLargest cleaning restoration mitigation company in the United States E V E N üUniformed employees H A P P E N E D ™ üHeadquartered in Nashville Tennessee üInsured üOn staff chemists at headquarters üNational training center üLocated in all 50 states üLatest technology in equipment and chemicals
Production Helper Job Overview Your main job as a production helper is to support the crew chief and other production personnel, as needed. n You will perform production processes as assigned and clean and maintain vehicles, equipment, warehouse and office areas. n You report to your Crew Chief or Production Manager. n
#1 Responsibility: Safety You should strive to be safe in all you do to protect the customers, your coworkers and yourself. Safety includes the following: n n n n n Be able to read and understand Material Safety Data Sheets and product labels. Wear appropriate personal protective equipment. Recognize and avoid hazardous chemicals and materials and understand your responsibility in the Hazardous Communication Program. Follow crew chief guidance when operating equipment. Be alert for electrical hazards in a wet environment. Inspect equipment for hazards before use and report damaged equipment to crew chief. Ensure a safe work environment for customers and visitors at the work site. Wash hands before eating, drinking, smoking or using cosmetics. Comply with all safety practices in the company safety handbook.
#2 Responsibility: Act Professionally at the Job Site n Follow job site crew rules established by your production supervisor. Always try to present a professional attitude on the job site.
#3 Responsibility: Equipment Maintenance All equipment needs to be maintained so that it works properly on the job site. It is your responsibility to: Clean and perform preventative maintenance on vehicles and equipment. n Clean vehicle interiors and organize contents. Keep inventory levels at proper quantities. n Clean and maintain the warehouse and office areas. n Clean building exterior and parking lot. n
#4 Responsibility: Equipment Repair n When equipment breaks down, you will occasionally need to assist repairing it. Management will take care of all serious breakdowns.
#5 Responsibility: Cleaning and Restoration Work You are responsible for assisting in cleaning and restoration work in your job. You should follow SERVPRO Production Guidelines when you clean: n n Ceilings and walls Carpets Drapery Upholstery n n Appliances Hard surfaced furniture Hard floors Duct systems
#6 Responsibility: Job-Site Support n You should assist the crew chief and other personnel at the job site in addition to your cleaning and restoration work. These are common tasks that are performed for jobs: n n Inventory and load the van with equipment, products and supplies needed for the day’s jobs. Set-up staging area and equipment for each job. Prepare rooms for cleaning processes. Perform end-of-job/end-of-day clean up and breakdown.
#7 Other Key Responsibilities n n We are judged by our integrity. Each employee must keep the promises they make. Failure to live up to commitments will not be tolerated and is reason for immediate termination. Complete honesty is required. No reason exists to be dishonest in any situation. Deliberate lying will not be tolerated and is grounds for immediate termination. Employee is only authorized to receive compensation from this company. Any offer of payment or commission from any source must be declined and brought to the attention of your supervisor. No tips from customers. Learn all aspects of your job and learn the duties of the crew chief.
n n n Report any communications about the company, positive or negative, to your supervisor on a timely basis. Communications with customers, adjusters, agents or centers of influence must be positive. Any negative representations or representations contrary to company policy are grounds for termination. Do not sacrifice the integrity of SERVPRO. Whenever there are conflicting priorities, ask your supervisor for help in prioritizing tasks. Fulfill all job-related requests made by the supervisor or owner. Assist other staff members, as necessary.
Good Personal Appearance Is Important!
SERVPRO is a cleaning company, so all employees must exemplify clean. n Good personal appearance is difficult for SERVPRO employees because we are doing sweaty work in dirty places. n We must try to keep up personal appearance as much as possible n
Uniforms n n Keep shirts tucked in, it makes you look neater. Keep an extra shirt in the truck, just in case you get dirty. When you come to work, your pants and shirt should always be clean. Shoes are important too, don’t neglect them. Your shoes don’t have to be the latest name brand style, but then need to be neat and clean.
Body Cleanliness n n n Working as a SERVPRO production employee means one thing for sure: two showers a day. One before work and one after work. The one before work is so that you look your best for your customers, the one after work is so you can live with your loved ones! Find a good anti-perspirant deodorant and keep it in the truck with you or at the office. It can save you after a smelly job. Hair looks more professional if its clean and neatly kept. Right or wrong, many people will judge you based on how your hair looks.
Fresh Breath Do you have “dragon breath? ” How about after those onion rings you had with your burger? Keep some mint gum or mints with you to combat this odor. n If you smoke on a break, get a mint before going back to work. n Don’t even think about chewing tobacco on the job or in front of a customer. n
Customer Appearance As SERVPRO employees, we are required to look professional. A homeowner is not. Never make comments about how a customer looks. n Realize you are seeing a customer at their worst. They are in the midst of a personal disaster. Please do not make them feel even worse by being inconsiderate of their feelings. n
Crew Rules The following rules are standard production rules designed to ensure excellent customer service and safe working conditions. In addition to these rules, your production manager may have additional guidelines for you to follow.
No Smoking SERVPRO production crews are strictly prohibited from smoking on a job site. n Do not smoke in van if flammable products are present. n
Uniforms Production crews must be uniformed at all times. n Wear the company approved uniform. n It is never allowable to remove a shirt. n Make sure your uniform is clean. n Shoes must look presentable. n Jeans are not appropriate. n
Safety n n Production crew members must always wear the appropriate safety gear and take proper safety measures on the job site. No crew member should be allowed to work without safety equipment. Product and equipment staging areas must be kept secure and out of reach of pets and children. Think SAFETY FIRST!
Language n n n All profanity is strictly prohibited. Conversations should be work related and never regarding personal subjects. Customers don’t need to know our personal business. Never comment or give opinions about the progress or results of a job. Remember, what isn’t profanity to you may be profanity to someone else! Don’t bother a customer with your personal life. All conversation should relate to the job.
Telephone A customer telephone should not be used. n If an emergency arises, ask permission and be as brief as possible. n Never answer a customer’s phone. n
Privacy/Security Do not enter areas that are not being cleaned. n Always ask permission before opening a closed door. n Never open drawers or closets without reviewing the Customer Information Form or checking again with the customer. n
Bathroom Use Do not use a customer bathroom without first getting permission. n Never use a bathroom in the master bedroom, always look for a utility bath. n Try to take care of this before you arrive at the job site. n Clean up after yourself. n
Courtesy Always listen to the customer with full attention. n Don’t interrupt the customer, listen for hidden meanings. n Be polite and use Mr. or Ms. Unless otherwise instructed by the customer. n
Drug and Alcohol Use n n n Drug and Alcohol use is prohibited while on the job. Using drugs and alcohol impairs your ability to do things like driving, talking and cleaning. All of those things are required to do our work at SERVPRO. Customers will sometimes offer you drugs or alcohol. Politely refuse them. Customers will sometimes use drugs or alcohol in front of you. Stay out of their business unless it puts you in danger or makes it impossible for you to do your job. If you feel like you must use drugs and alcohol just to get through your day, you should seek professional help.
What To Do Before The Van Leaves The Office n n Most crews leave the office by 8: 30 a. m. and don’t return until after 5: 00 p. m. Any time spent traveling back to the office forgotten items is wasted time. Wasting time hurts our customers and our business. So, here’s what to do before you leave the office to remember all the equipment, chemicals and materials you need.
Make Sure You Are on Time to the Job n n n The day prior to the job, the office staff should verify jobs with the customers. The appointment time will be given in blocks of time (“the crew will arrive between 9: 00 and 9: 30”). This allows for a margin of error. However, the SERVPRO Crew Chief should make sure the van is on the road as soon as possible every morning. Remember time is money in the service business and the goal is to maximize productivity.
n n When a crew determines it is off schedule, a call should be made to the office to inform them of the situation. This will give the scheduler time to make changes. If our goal is complete customer service, we must communicate with our customers and let them know we will be early or late. They are already changing their schedule to fit us in; we need to completely respect the time they set aside.
Check Your Inventory List n n n The Inventory List, found in the Production Guidelines Manual, is a guide to ensure all supplies are taken to the job site to complete the job. Cleaning agents, accessories, safety equipment and paperwork are all itemized for each service. By using the Inventory List, the production crew greatly reduces the chance of wasting time going back to the warehouse to retrieve forgotten items.
The Inventory List is divided into four areas: Cleaning Agents – A list of all standard cleaning agents for the job and optional items that may be used as additives or for special cases. n Equipment – A list of standard and optional equipment, including accessories such as pilating rakes, towels, buckets, etc. n
Personal Safety – A list of safety items required to ensure crewmembers are properly protected. n Paperwork – A list of required paperwork such as a Pre-existing Conditions waiver and Material Safety Data Sheets (MSDS). n
Check Your Appearance n How do the members of your crew look? n n Is everybody presentable? Is the van clean and in safe running condition?
Other Things to Remember n n Directions to the job site. Check to see that you have enough fuel in the van. If your office requires that you have cell phones, pagers, etc. with you, don’t forget them! n
Job Site Preparation One of the first things done at each job is the job site preparation. n This step is important because it makes you look professional, enhances productivity and reduces safety hazards. n
If the crew is professional during the first 15 minutes with a customer, the job is 90% done!
Set Staging Area The helper should be setting the staging area while the crew chief completes the walk through with the customer and the security check. To set the staging area: n Make sure the area is not accessible to children or pets. n Cover the area with a tarp to protect from accidental spills, etc.
n Bring all needed materials into the area (i. e. product, sponges, buckets, brushes, etc. ) NEVER leave a product bottle uncapped or place items on the kitchen counters. n Set up a “Thank-You” display as directed by your Crew Chief. This usually includes a Thank-You Card and Retail Spotting Kit.
n Identify and get permission to use an interim disposal site for towels, sponges, etc. (As a trash bag becomes full, it should be removed and placed in the truck. ) n Identify and get permission to use a commode as a disposal site if necessary. (Ensure the customer that no hazardous waste will be disposed of, only dirty water, etc. )
n n Protect the contents in the working areas depending on the type of work being done. Protect contents with a tarp if it is a smoke damage environment. Stage and test the equipment and accessories in the staging area. Mix and stage the products to be used, fill rinse bucket, etc. , in order to complete the work.
Which way do you want your customer to feel? I knew as soon as those guys walked in that they weren’t professional. This is the last time I call SERVPRO! n n These SERVPRO people are really organized. I can tell they’re going to do a great job!
We want to amaze our customers with incredible service. There Are Three Levels of Customer Service 1. 2. 3. Basic: We did what we said we would do, nothing more. Good: We did what we said we would do, and more. Amazing: We provided much more than the customer expected and left the customer with a feeling of amazement.
Why Do We Want the Highest Level of Customer Service? Because… n It’s much harder to gain a new customer than keep an old one. n Customers expect much more than they used to. n The “Amazing” level of service builds lifetime customer loyalty.
How Do We Give the “Amazing” Level of Service? n Under promise and over deliver. n We must treat each other the way we want to treat our customers. If we can’t serve one another, we’ll never be able to serve our customers.
n n n We must first keep our promises to our customers. For example, we must be at the job when we said we would be. If we can’t be there on time, we should call ahead. We must always look for ways to provide extra value to our customers. For example, if you are cleaning a carpet, polish the furniture when you put it back the way it was. If you anticipate any problems, communicate with your supervisor. Make sure we are delivering the Amazing service our customers want.
Safety In The Workplace n Safety involves more than precautions with chemicals and blood borne pathogens. We encounter many hazards in the workplace daily, so become aware of them and learn ways to avoid them.
Personal Protective Equipment n Wear personal protective equipment (PPE) when called for in Production Guidelines and the Chemical Reference Manual. Maintain your PPE in a sanitary condition and restore it to ready-to-use condition following each usage. 1. 2. Do not exchange PPE with other employees unless it has been properly cleaned. Wear splash goggles when mixing, spraying or pouring chemicals.
3. 4. 5. Do not wear contact lenses when there are hazardous vapors or fumes present. Vapors and fumes from solvents can penetrate contact lenses and damage your eyes. Wear face shields or safety glasses when operating equipment or machinery that poses physical hazards. Wear hearing protection (ear plugs or ear muffs) when working with loud equipment.
6. 7. Wear chemical resistant gloves for protection against chemicals that can cause irritation, blisters or whiteness of the skin. Wear respirators when dealing with organic vapors, solvents, or hydrocarbons, and during any time of exposure to a hazardous situation. To be safe, follow one rule of thumb – If your work environment is unpleasant or if it makes you dizzy, wear your respirator!
8. 9. Wear chemical resistant aprons, if appropriate. When working is situations where blood borne pathogens and potentially infectious materials are present, wear appropriate protective clothing, which may include masks in combination with eye protective devices, lab coats, gowns, aprons or similar outer garments.
Sanitation n Personal sanitation and good housekeeping are important because you are constantly handling soils and residues. All areas in the workplace must be kept clean, orderly and sanitary. 1. 2. 3. Always wash hands before eating, drinking, smoking or applying makeup. Never eat, drink or smoke while using or mixing cleaning agents or in chemical storage areas. Thoroughly clean equipment after each job.
4. 5. After cleaning sewage, flood debris or blood borne pathogen situations, equipment must also be disinfected. This prevents spread of contamination to other people and surfaces. Never wash work clothes contaminated with chemicals, blood borne pathogens or unsanitary water with your normal clothing. Wash separately and disinfect them.
6. 7. 8. Use caution when handling trash. You never know what may be in a trash container or trash bag. They may contain sharp glass, metal objects or hypodermic needles. Never press down on a trash with your hands or feet. Sharp objects in the trash can cut you or cause puncture wounds. When carrying trash, make sure your hands are dry and you get a good grip.
9. 10. Look for holes and objects protruding from the bags. Don’t bump trash bags against your body or legs as you carry them. Never swing trash bags over your shoulder to carry. Sharp objects in the trash can cut you or cause puncture wounds.
Wearing and Fit Checking Your Respirator n Respirators must be worn during all times of exposure to hazardous situations. n Follow one rule of thumb: If your work environment is unpleasant or if it makes you dizzy, wear your respirator!
Putting on Your Respirator 1. 2. 3. 4. 5. Pull the straps far enough through the buckles to allow for easy adjustment. Place the respirator over your mouth and nose. Pull the head harness over the top of your head. Position the face piece low on the bridge of your nose. This position offers the best, possible fit and doesn’t block your vision. Grasp the bottom straps, one in each hand, and fasten them behind your neck.
Fit Checking Your Respirator n Fit Check #1 1. 2. 3. 4. Cover the Exhalation Valve cover with your hand. Exhale gently. The respirator fits properly if the face piece bulges slightly and no air escapes between your face and the face piece. If face piece does not fit properly, reposition the respirator on your face or readjust the tension on the straps.
n Fit Check #2 1. 2. 3. Cover the openings of the cartridge with your hands. Inhale gently. The respirator fits properly if the face piece collapses slightly and no air leaks between your face and the face piece.
Dealing With Difficult Customers n We always want to give the best service we can. n Your goal should be to leave the customer with a feeling of amazement.
n Listen to what they are saying, don’t interrupt and don’t get mad. n You have to realize the customer is in the middle of a tense situation already. n So listen to them.
n If you realize you made a mistake, and you can fix it on the spot, do it. n Fixing a problem right away can help reassure a customer.
n If the problem is a big one, acknowledge the problem, but don’t admit fault. n Call your supervisor and let them handle it. n In a situation like this, you should just listen and try to understand your customer.
n n This is a serious problem Sir, but I’m sure that we can resolve it. I can see that you are very upset about this. I want to take care of this problem right away. Let me get my supervisor down here and we’ll get this worked out. n You bet we’re going to resolve it. In court if we have to! You are replacing this carpet!
Professionalism “If the crew is professional during the first 15 minutes with a customer, the job is 90% done!” Be Timely to the Job n The customer should be notified immediately if a crew is going to be late. Communicate! n The SERVPRO Crew should make sure the van is on the road by 8: 30 every morning. Remember, time is money in the service business and the operations goal is to maximize productivity.
Vehicle Location n The SERVPRO van should be legally parked as close to the job site entrance as possible. n Always be sure to ask the customer if the location you parked it is OK. When possible, the van should be placed where neighbors can see it. n Do not park the van in a garage or basement, fumes from the truck mount engine could cause carbon monoxide poisoning.
Customer Greeting and Job Preview The production crew chief and each member of the crew should go to the front door and greet the customer. n During a job preview, the SERVPRO Crew should look for the following items: n Carpet or contents problems – Is there preexisting damage to the carpet or contents? n Evaluate the customer attitude – Is the customer in a good frame of mind? n
Set staging Area and Job Site n The helper should be setting the staging area while the crew chief completes the walk through with the customer and the security checks. To set the staging area: n Make sure the area is not accessible to children or pets. n Cover the area with a tarp to protect from accidental spills, etc.
n Bring all needed materials into the area (i. e. product, sponges, buckets, brushes, etc. ) NEVER leave a product bottle uncapped or place items on the kitchen counters. n Put the 450 SERVPRO Spotting Kit and a SERVPRO Thank-You Card on the kitchen table counter. n Identify and get permission to use an interim disposal site for towels, sponges, etc. (As a trash bag becomes full, it should be removed and placed in the truck. )
n Identify and get permission to use a commode as a disposal site if necessary. (Ensure the customer that no hazardous waste will be disposed of, only dirty water, etc. ) n Take care of the contents in the working areas depending on the type of work being done. Protect contents with a tarp in a smoke damage environment. n Stage and test the equipment and accessories in the setup location. n Mix and stage the products to be used, fill rinse bucket, etc. in order to complete the work.
Pretest and Qualify Before Starting a Job n Perform pre-testing as needed before the work is started. n Follow the pretest instructions in the appropriate Production Guidelines and interpret the results. n If the pretest indicates any potential problems, qualify and document the issues with the customer so there is a clear understanding of the results. n Proper pre-testing and qualifying eliminates the majority of potential liability from damaging customer’s possessions.
Job Completion n The process of job completion is a fivestep process, and each step should be completed at the end of every job. 1. 2. 3. 4. 5. Reset Contents. Customer Walk-through. Remove Working Materials. Customer Thank-You Card (when appropriate). Signature and Payment (when appropriate).
Attitudes Toward Customers pay your salary. n With out customers, you have no job, and this business dies. n So, we better take good care of our customers. n There are several keys to providing good customer service. n You might call them attitudes. n
Give Amazing Service We want to leave the customer feeling “Amazed” at the great job we did. n Go beyond what the customer expects. n Find ways to provide extra value to your customers. n
Listen Actively to the Customer n Listening to our customers shows we care about them. Here are some listening tips: n Make eye contact: look at people when they talk to you. n Don’t interrupt: it’s not polite to interrupt. Let the person you’re talking to finish what they are saying. n Listen for hidden meanings: body language sometimes speaks loudly. n Use active listening to show you understand what is being said.
Fulfill the Customer’s Dominant Buying Motive n n n A customer’s main concern is their Dominant Buying Motive. In all communications with a customer, you should be listening intently for what they are saying. Not just the words, but the meaning too. When a customer says, “My grandfather made that end table. ” They mean “this is a 50 year old end table, will it come clean? Will you take care of it? Can I trust you with it? ” By showing special concern for this piece of furniture, you will help reassure the customer that you care. By taking special care of the dominant buying motive, you are will on your way to “Amazing the Customer!”
Pretest and Qualify Overview n n Perform Pre-testing, as needed, before any production work is started. Qualify the results that will be achieved. n n If the pretest indicates any potential problems, qualify and document the issues with the customer so there is a clear understand of the results. Under promise and over deliver. n Never overestimate the results you can achieve for a customer. Let them know what the results of the tests are and what success you’ve had in the past.
While You Pretest: Make Observations n Carpet Problems – Are there any major spots or stains that need to be tested? n n n Urine problems Loose carpet fibers Bad seams Contents – Are the breakables moved? Do you notice rickety furniture that might easily break or appliances that need to be moved? Customer Attitude Information Form – Has the Crew chief verified the personal and valuable item statement on the Customer Information Form?
Discuss the Important Issues With the Customer n While you are pre-testing and qualifying, it helps to communicate with the customer about various issues. n n n What you are cleaning. What method of cleaning you will be performing. Any portions of the cleaning area that should be avoided. Discuss valuable items and the care they need. Note anything else the Sales Rep pointed out. Talk about any other customer concerns or questions.
Integrity and Honesty n n n Integrity means acting the same all the time. At work, at home, alone or in a crowd, you are the same person. A person with integrity will make a decision based on right and wrong, not on circumstances. Honesty means of course telling the truth. But it’s more than that; honesty means admitting your mistakes and not telling “half truths. ”
Honesty and Integrity on the Job: n Never cheat a customer or a coworker. n If someone asks you to do something that is wrong, you shouldn’t do it. n We must be honest with our customers all of the time. If we are not honest they will never trust us, and they won’t use us again.
n Candor is a form of honesty that includes telling someone information they don’t want to hear. For example, “Mr. Stevens, I’m sorry, but this carpet is ruined and it must be replaced. ” n Promise keeping is a central part of integrity. If an estimator tells a customer that the crew will arrive at a certain time, the crew has to get there. If you find out that you won’t be able to live up to a promise you made, communicate with the customer immediately.
n Mistakes will happen. None of us are perfect. Making a mistake is not dishonest, but integrity demands we correct our mistakes. Trying to cover up mistakes is dishonest. n Loyalty is a part of honesty and integrity. You have loyalty to your family, employer and country. Many times we have to choose one loyalty over another. Your loyalty to your family may be more important than the loyalty you have to your job. At the same time, you have to be loyal to your employer, because without your paycheck you may not be able to support your family.
Listening Skills n One of the most important aspects of communication is listening. n If we do not listen to each other and our customers, we cannot be an excellent company.
How to listen Better n Listening is important to your personal life and to your work life. n If we listen closely to our loved ones and really try to understand what they are communicating to us it makes them feel more loved. n Listening to our customers and coworkers shows we care about them.
Here are some listening tips: n Make Eye Contact: Look at people when they talk to you. n Listen Fairly: Don’t prejudge what someone is saying to you Hear them out before jumping to a conclusion. n Don’t Interrupt: It’s not polite to interrupt. Let the person you’re talking to finish what they are saying. n Listen for Hidden Meanings: Body language sometimes speaks loudly. You can pickup these meanings by looking at the person as they talk. Sarcastic comments and humor may sometimes cover up meanings.
Active Listening n A great technique for making sure you understand what a person is trying to say is active listening. An active listener “mirrors back” what the speaker says. n n n When you said…did you mean…? What I hear you saying is…Is that correct? What I believe you have said far is…
n Sorry we’re late, we got held up in a traffic jam. n n You just can’t get good service anymore! n n n You guys were 20 minutes late! n It just seems like it’s not worth the bother. n No, its just that I have an appointment this afternoon. n Yes, I guess that’s what’s bothering me. n Yes, that will be fine. Lets get these carpets clean! Oh? I realize how frustrating it is when someone is late. Are you saying you don’t want your carpets cleaned by us? So you’re worried that we may not get done in time? Mrs. Jones, I’m sure we can get done with the job by 2: 00. Is that OK?
Fairness – Respect - Citizenship n Fairness – Follows rules, impartially and honestly. n Respect – realizing that everyone has worth. n Citizenship – doing everything you can to improve the world around you.
Fairness and Respect n Be Fair to Others! n We want people to be fair to us, so we’ve got to be fair to the. Here’s some ways to be fair to others: n n Don’t show favoritism. Don’t take advantage of anyone. Correct your mistakes voluntarily. Listen and understand others’ viewpoints before making a decision.
And Respect Others! n First you have to realize you aren’t the only person in this world. It’s sad that so many people go through life without a single care about the feelings of others. Do you really want to be that kind of person? (I sure don’t. ) If you want to respect people, try this: n n Be tolerant of others. Respect the beliefs and differences of others. Never tell or laugh at racial jokes. Take a stand against them. Expect the best out of people. Be patient with people.
Vehicle Maintenance and Safety Basic Vehicle Maintenance – You should check out several basic maintenance items on the vehicles: Daily Ensure safety equipment is on vehicle Daily Check operation of breaks and lights. Daily Check tire pressure. Daily Check horn and windshield wipers. Daily Make sure all equipment and chemicals are secured properly. Daily Make sure the insurance and registration information is in the vehicle and everybody has their driver’s license. Daily Tidy up the inside and outside of the vehicle. Weekly Check tire tread, engine exhaust, and battery. Weekly Wash and thoroughly clean out the inside of the vehicle. Monthly Inspect vehicle body and do scheduled maintenance.
Vehicle Safety n n Employees are required to wear seat belts at all times when operating or riding in an employer-owned vehicle and/or when operating or riding as a passenger in any other vehicle during the course of employment. Ensure appropriate safety equipment is on vehicle, such as: n n n Fire extinguisher ■ Blood borne pathogen kit Eye wash station ■ MSDS for products Appropriate PPE ■ First-aid kit Emergency phone numbers in the vehicle glove compartment Ensure vehicle maintenance is completed as specified in SERVPRO Equipment Maintenance Guidelines and vehicle Owner’s Manual.
351 Wall and All Surface Cleaner n n Wall and All Surface Cleaner is a free rinsing detergent cleaner for all painted and washable surfaces. Wall and All has a low alkalinity (p. H=10). APPLICATION: Wall and All Surface Cleaner is applied with cleaning towels as described in production guidelines. Use a clean rinse solution after washing wall to prevent streaking.
264 Powdered Emulsifier n n n Powdered emulsifier is a low foaming carpet cleaner containing wetting agents, brighteners, soil suspenders and solvents for fast and efficient cleaning of all non-stain resistant carpeting. It may be used in both portable and truck mount equipment. Emulsifier is very alkaline with a p. H of 12. APPLICATION: Meter through solution tank on portable extractor or through truck mount cleaning solution line. Apply using carpet wand.
252 Shampoo Super concentrate n n n Shampoo Super Concentrate is a brightener for all fabrics, with a neutral p. H when mixed with water. Shampoo Super Concentrate works well on synthetic and natural fibers. Shampoo Super Concentrate is neutral in p. H (p. H=7) and is safe to use on stain resistant carpets. APPLICATION: Prespot any oil or grease stains before shampooing. Apply shampoo using a rotary carpet machine.
205 Fabric Rinse and Color Set n n n Fabric Rinse and Color Set is a pleasant scented acid rinse for use in cleaning furniture fabrics and rinsing carpeting. It aids in stabilizing fabric dyes. Fabric Rinse and Color Set also exhibits defoaming properties and can be metered directly into Truck mounted extractors. Ready-to-use Fabric Rinse and Color Set has a p. H of 5. Its mild acidity neutralizes many detergents and leaves a clean feeling in the fabric. APPLICATION: Apply by hand with cleaning towels or through extraction tools.
267 Carpet Pre-Spray n n n Carpet Pre-Spray is an outstanding cleaning pre-conditioner which will break down and lift soils along with grease and oils from the carpet. Carpet Pre-spray is mildly alkaline with a p. H of 9. 5 making it safe to use on Stain Resistant carpet. APPLICATION: Pre-vacuum carpet and spray Carpet Pre. Spray on the carpet. Pilate the carpet and allow the pre-spray to work for 10 to 15 minutes. After sufficient time has passed, hot water extract to remove the soils and stains in the carpeting.
111 Blood and Stain Remover n n n An exceptional spotting agent for removal of blood, vomit, food and some types of ink from carpets and furniture fabric. Blood and Stain Remover has a p. H of 10. 5 making it relatively safe to use on most fabrics. APPLICATION: Pre-test fabric for color fastness in a hidden area before applying to spot.
155 Mildew Odor Treatment n n Mildew Odor Treatment is a water based wintergreen fragrance deodorizer designed to reduce mildew odors and other offensive odors in carpets and fabrics. Mildew Odor Treatment is slightly acidic with a p. H of 6. 5. APPLICATION: Apply with pressure sprayer or ULV fogger using a medium fine spray. A light fogging with a deodorant will mask odor temporarily, allowing time for Mildew Odor Treatment to work on the source of the odor.
166 Re-Juv-Nal n n n Re-Juv-Nal, an EPA registered disinfectant/cleaner, is a synthetic detergentdisinfectant with bactericidal, fungicidal and virucidal properties for broad-spectrum kill of microorganisms. Re-Juv-Nal ranges from slightly acidic to slightly alkaline with a p. H of 6. 5 to 7. 5. APPLICATION: Apply using spray or wipe on application and allow a minimum dwell time of 10 minutes for effective disinfecting.
116 Rusticide n n n Rusticide is an oxalic-phosphoric acid solution used for removal of rust stains from cotton, linen, silk, wool, synthetic fibers and carpeting caused by metal contact with damp fabrics. Rusticide is a very strong acid with a p. H of less than 2. APPLICATION: Apply to rust spot with the nozzle of the bottle. Agitate if necessary with the tip of the bottle. The spot will begin to disappear almost immediately. As soon as the rust has dissolved, clean and flush with readyto-use Shampoo.
255 Showcase Cleaner and Rinse is used with Hot Water Extraction. n Showcase cleaner and Rinse has a p. H of 10 in its ready-to-use form. n APPLICATION: This solution is applied with a rotary carpet machine, followed by steam extraction. n
309 Carpet Deodorizer n n Carpet Deodorizer is an odor neutralizer to be used with shampoo, wall cleaner and virtually any other water based cleaning product to reduce mild or light offensive odors. Carpet Deodorizer has a neutral p. H and is safe to use on stain resistant carpets. APPLICATION: As a deodorizer, apply by hand or spray. When applying with other cleaning solution, use the application recommended for that solution.
114 Urine Odor and Stain Remover n n n Urine Odor and Stain Remover is a mixture of natural enzymes and bacteria cultures used to eliminate odors and stains caused by organic residues including urine, feces, vomit, spilled foods, mildew, skunk, perspiration and other organic waste. This product is neutral in p. H (p. H=7) and should always be stored between 32° F and 120° F. APPLICATION: Spray the affected area where the odor is originating with Urine Odor and stain Remover. After product has been applied, clean the area to remove any stains left on the surface. Reapply and leave it in the carpet fibers or upholstery fabric.
Topical Treatments Topical treatments are products that are applied to carpets or fabrics to enhance some aspect of the fibers. n SERVPRO’s topical treatments include soil retardants, stain resisters, antistatic formulations, deodorizers, disinfectants, mildewcides, and fire retardants. n Read product label for usage. n
Reading the MSDS n Material safety Data Sheets (MSDS) guide you in the proper and safe use of chemicals. Read the MSDS to learn about: Health hazards associated with the use of a substance or mixture. n Proper safety precautions. n Emergency and first aid procedures to follow during disposal of a substance or mixture. n
The Sections of the MSDS Section l: General Information n n This section identifies the product and tells you whom to contact if you need more information about the product. Name of the manufacturer of the product. Name of the product. Number product is sold by. Person and phone number you can call with questions.
Section ll: Hazardous Ingredients n n Any hazardous ingredients contained in a product are listed in this section. Both PEL (Permissible Exposure Level) and TLV (Threshold Level Value) express the highest airborne concentration of a substance to which nearly all adults can be exposed repeatedly, day after day, without experiencing adverse effects.
Section lll: Physical/Chemical Characteristics n n Chemical manufacturing plants are more concerned with this section than the cleaning and restoration industry. OSHA requires this information to be on the MSDS.
Section l. V: Fire and Explosion Hazard Data n n n This section prepares you to deal with a fire, if an incident occurs. Flash Point is the lowest temperature (in degrees Fahrenheit) at which a liquid will give off enough flammable vapor to ignite. Flammable or Explosive Limits indicate the range of concentrations over which a flammable vapor mixed with the proper proportions of air will flash or explode if an ignition source is present.
Section V: Reactivity Data n n This section cautions you on what reactions may take place when certain products are mixed together. Incompatibility lists materials or contaminants with which the specific material could reasonably come in contact with and produce either a reaction or decomposition that releases large amounts of energy, flammable vapors, or gasses, or vapors or gasses themselves.
Section Vl” Health Hazard Data n If you are exposed to a hazardous product, this section covers how a substance enters your body and how to handle an incident.
Section Vll: Precautions for Safe Handling and Use n n Steps to be taken in case… lists the methods to use in controlling and cleaning up spills and leaks, along with precautions for safety, such as avoiding breathing of gasses or vapors, avoiding contact with liquids and solids, removing sources of ignition, etc. Waste Disposal Methods describes what methods for disposing of spilled solids or liquids are acceptable.
Section Vlll: Control Measures n n n Respiratory Protection lists what respiratory protective devices are acceptable to protect persons from overexposure. Ventilation lists the appropriate type of ventilation systems. Protective Gloves lists what design, construction and material requirements are necessary.
Blood borne Pathogens are diseasecausing organisms in blood or other tissues that can make you sick. n Many different pathogens exist, but the two main pathogens to worry about are HIV (AIDS) and Hepatitis. n Universal Precaution – Treat all human fluids as if they are contaminated. n
What to Do if an Exposure Incident Occurs – Report Immediately n General Rules n n Immediately clean up spills. Report any exposure of potentially infectious material to your supervisor immediately. Never eat or store food near potentially infectious material. Wash hands with an antiseptic hand cleaner after removing gloves and other protective equipment.
n n n Disinfect all equipment exposed to potentially infectious materials immediately after use. Place all hazardous chemicals and biohazard wastes in appropriately marked containers and coordinate for approved waste disposal company to remove it. NEVER TRANSPORT HAZARDOUS WASTES! Clean and sanitize personal protective equipment weekly and immediately after exposure to contamination. Report any unsanitary or unsafe condition to supervisor or employer.
Personal Protective Equipment Personal protective equipment is specialized clothing or equipment worn by employees for protection from exposure to blood or other potentially infectious materials. n Personal protective equipment consists of, but is not limited to, gloves, face shields, masks, eye protection, gowns, apron and similar items. n
Electrical Safety n Inspection 1. 2. 3. Inspect all electrical tools, cords and accessories before use. Do not use tools that are damaged or questionable. Inspect for frayed or exposed electrical wiring in structures damaged by fire or water. Report any electrical hazard as soon as possible to your immediate supervisor.
n Preventing Accidents 4. 5. 6. Never wear clothing or jewelry that could become entangled in power tools. Never carry a tool by its cord. Multiple plug adapters are prohibited.
n Extension Cords 7. 8. 9. 10. All extension cords and equipment plugs must be three-prong type, and all three prongs must be intact. DO NOT CUT THE GROUND PRONG OFF CORDS OR PLUGS. Do not splice extension cords. Immediately remove from service any extension cords damaged by nicks or cuts in the insulation or missing the ground plug. Never unplug equipment by jerking the cord.
n Grounding 11. 12. All machines, equipment, portable electrical tools and extension cords must be grounded. In wet or damp locations, electrical tools and equipment must be appropriate for the location and/or protected by Ground Fault circuit Interrupters.
n Contact with Electricity 13. 14. In wet or damp locations, check safety electrical outlets and ceiling fixtures to ensure standing water does not come in contact with electrical power. Metal ladders should not be used in areas where the ladder or the person using the ladder could come in contact with energized parts of equipment, fixtures, circuit conductors or power lines.
n Electrical Circuits 15. 16. 17. Make sure an equipment's switches are off before plugging it in. Before cleaning any electrical device or fixture, turn it off and unplug it. Tag the circuit properly to prevent someone from turning the power on. Disconnect or turn off equipment before replacing fuses.
772 Viper Vacuum The 772 Viper Vacuum is the workhorse of cleaning and maintenance businesses. Features of the Viper Vacuum n n n The features of the Viper vacuum make it easy to maintain and to operate. Electronic Sensor System While the Viper Vacuum is operating, the Electronic Sensor System monitors the condition of the machine. Green Light – Machine is operating properly. Blinking Orange Light – Air flow is obstructed either by a full bag or by an obstruction in the vacuum hose. Replace the bag or remove the obstruction. Blinking Red Light – Brush drive motor is overloaded either by an obstruction in the brush or by the brush height being set too low. Remove the brush obstruction or readjust the brush height. To reset the Electronic Sensor System, turn the power switch off and then on.
Maintaining the Viper Vacuum Replace the Filter Bag (Daily) n Clean the Secondary Filter (Weekly) n Inspect the Exhaust Filter (Weekly) n Inspect the Brush n
886 Portable Extractor n n n Extractors are used for cleaning carpets, cleaning upholstery and removing water from floors after a water damage. The portable extractor can be taken into the structure, allowing access to restricted areas. Features Three major components: n n A heater A pump A vacuum system When cleaning carpets and upholstery, all three systems are in use.
Maintaining the Portable Extractor 1. 2. 3. 4. 5. 6. Flush the unit with clear water at the end of each job to remove buildup. Inspect power cord for damaged or cut insulation and broken plug. Wipe down exterior of unit to maintain a clean professional appearance. Lubricate wheels, quick disconnects and hinges monthly with silicone spray. When cleaning out the waste recovery tank, block off the vacuum motor to prevent damage. Check hoses regularly to ensure cleanliness and to prevent leaks.
775 Ozone Machine n n The portable Ozone Machine eliminates a variety of odors caused by animals, cigarette smoke, mold and mildew, or fire and water damage. What You Should Know About Ozone deodorization procedures produce toxic levels of ozone that can be hazardous to persons with prolonged exposure. n n Ozone combines with water to make hydrogen peroxide. Do not use in wet environments. Ozone is harmful to living things because of how it combines.
790 Moisture Sensor The Moisture Sensor is used to detect moisture in carpets, baseboards and walls. n
715 Dehumidifier n n n Dehumidifiers remove moisture from the air after it has evaporated. Position dehumidifiers strategically in a waterdamaged structure so moist, humid air moves to the unit while dry, warm air discharged from the unit circulates back into the wet areas. Dry air acts like a sponge to absorb moisture from wet materials.
Setting Up the Dehumidifier 1. 2. 3. When transporting dehumidifiers, fasten them securely in the back of the vehicle. Remove all standing water prior to setting up the unit. Make sure the unit is properly grounded to prevent electrical shock and fire hazard.
Locating the Dehumidifier 4. 5. 6. Position the unit near the center of the water damaged area. Effective drying of a structure requires dehumidifiers and air movers working together. Air flowing from air movers reflects off walls and surfaces, circulating air and increasing evaporation. As moisture evaporates from the structure into the air, dehumidifiers remove the moisture from the air. Place the dehumidifier drain hose in a clear drain and secure properly. Locating Air Movers 7. Do not position an air mover to blow across the coils of a dehumidifier. The dehumidifier will operate poorly or not function at all.
Maintaining the Dehumidifier 8. 9. 10. 11. 12. 13. Visually inspect the pump-out hose for tight fit, cracks, kinks and wear. Wrap loose for proper storage. On shutdown, give the pump-out unit time to remove water still in the system. To purge the pump, press and hold the pump purge button. To drain the pump-out hose, disconnect it from the unit. Wipe down outside of unit and touch up chips and scratches with SERVPRO green paint, as needed. Inspect power cord for damaged or cut insulation and broken plug. Lubricate wheels with silicone spray.
Air Mover n Air movers are used in water damage restoration and in carpet cleaning to enhance evaporation at the surface level and reduce drying time. Floating a Carpet n n n Do not force too much air to flow under a carpet. If a carpet is tightly attached to the tackless strip, an excessive volume of air can cause the carpet to stretch. Large volumes of air can cause the carpet to loosen from the tackless strip, tearing the secondary backing as it comes loose, and possible causing delamination.
Maintaining the Air Mover n n Inspect the power cord for damaged or cut insulation and a broken plug. Wipe down the exterior of the unit after each job. Clean air inlets of any accumulated fabric, lint or other materials to prevent overheating of the motor. Listen to the unit for abnormal sounds that indicate improperation and wear of the unit.
Roto n Rotos are used to “buff” vinyl tile and wood flooring, strip finish from floors, “screen” wood floors, bonnet clean carpets and apply shampoo to carpets. Ultimate Upholstery and Drapery Machine n The Upholstery and Drapery Machine is like a small extractor.
Truckmount Extractor Vacuum System n n A truck-mounted extraction unit consists of several smaller components, which work together to make one of the best pieces of cleaning equipment in the industry. The components of a truckmount are: n n n Engine. Drives the whole system Vacuum System. Extracts water, soils and cleaning solutions Chemical Pumping System. Meters cleaning solution into the extraction tool. Water Pumping System. Pressurizes the water used for cleaning and/or rinsing. Heating System. Heats the water used cleaning and rinsing. Refer to the owners manual for maintenance.
Dry Sponge Ceiling Cleaning n The Dry Cleaning Sponge is effective for removing light to medium, nongreasy soiling. n Clean ceilings before cleaning walls to prevent re-soiling of walls.
Sponge the Ceiling “Cut in”areas to be cleaned. n Position the sponge against the ceiling with evenly applied pressure. Move the sponge approximately 3’ to 4’ in one stroke. n Reposition the sponge, overlapping the previous stroke. Always wipe from a dirty area to a clean area. n
Finish the Job Visually inspect the work areas for dry sponge residue. Check baseboards, door jambs, and decorative trim moldings. Vacuum or wipe off any residue. n
Wet Wall Cleaning (Painted Walls) The wet cleaning method for walls and ceilings takes a little more time than dry cleaning. n Wet wall cleaning is a three-step process: wash, rinse and dry. n You face a greater danger of damaging surfaces with wet cleaning than dry. n As always, pretesting is critical to ensure good results. n
Apply Cleaning Solution n n n Fold cleaning towels into quarters and submerse in cleaning solution. Starting at the bottom of the wall, wipe in an upward motion, covering 3’ to 4’ at a time. Always use a clean side of the towel. Rotate towel to clean side. Wipe more wall surface until towel is completely soiled. Start the process over with a new towel. Do not dip soiled towels into cleaning solution. Dispose of soiled towels into Gray Bucket.
Apply Rinse Solution New White Towel: Fold cleaning towels into quarters and submerse in rinse solution. n Lightly go over the work area. n Incomplete rinsing of cleaning detergents will cause streaking. n
Dry the Work Area n New White Towel: Towel dry the cleaned area.
Hot Water Extraction Carpet Cleaning The Hot Water Extraction process is effective for light to moderate soiling conditions. n Heat a cleaning solution and spray onto the carpet, using a truckmount or portable extractor. n Then extract soils and moisture with the vacuum. n
Prepare Surface 1. 2. 3. 4. 5. 6. Pilating Rake: Agitate the surface of heavily soiled spots and traffic areas, as needed. Viper Vacuum: Vacuum the area to be cleaned. Ultra-Lite Sprayer: Prespot heavy stains and heavily soiled areas. Pilating Rake: Agitate spots. Move furniture to the inside of a room and clean the outside. Stair and Edge Brush: Scrub carpet edges 6” from the baseboard.
Apply Solution 7. 8. Apply RTU solution. Wipe overspray from baseboards. Finish Job 9. 10. 11. 12. 13. Pilate carpet in one direction. Reset furniture and contents as each room is completed. Pad or block furniture. Position to blow over carpet surface to speed drying. Traffic Paper and Courtesy Mats: Place in high traffic areas and at each entrance point of the house.
Fire Damage Emergency Service Production Process n n Emergency services for fire damage situations are actions that must be performed immediately following a loss to reduce damages to property, reduce claims expense and minimize disruption to the insured. Secure the structure. 1. 2. 3. 4. n Perform a board-up. Take care of dangerous situations such as electrical hazards. If power is off to the structure, establish emergency lighting with power generators. Check for loss of the structure’s integrity. Perform Water Mitigation
Foam/Shampoo Upholstery Cleaning n n n The Foam/Shampoo method is used on delicate fibers or wet-cleanable fabrics with light soiling. The major difference between Foam cleaning and Shampoo cleaning is the amount of moisture applied to the fabric. Foam cleaning is a dryer process than Shampoo cleaning because foam is generated with the Foam sprayer instead of dipping from a bucket.
Deluxe Pre-conditioner and Rinse Carpet Cleaning n The Deluxe Pre-conditioner and Rinse process is effective for moderate to heavy soiling conditions. n Apply a pre-conditioner, such as Carpet Pre -Spray, then rinse.
Prepare Surface n n n Vacuum the area to be cleaned. Prespot heavy stains and pre-spray traffic areas. Move furniture to the inside of a room and clean the outside. Then move furniture outside and clean the inside. Apply Pre-Spray Solution Allow 10 to 15 minutes dwell time. Do not allow Carpet Pre-Spray to dry before rinsing. Wipe overspray from baseboards immediately. Apply Rinse Solution
Water damage Emergency Service Production Process n n n Upon arriving at a water damage job site, carefully pre-inspect all aspects of the damaged areas. Pre-testing may be required, and should always be performed in a presence of the customer. Secure the Structure n n Determine the source of water. Explain to customers what you are doing and why. Stop or contain the source of incoming water (may require a plumber). Take care of dangerous situations, such as electrical hazards, falling ceilings and deteriorated subfloors.
n n Remove Standing Water. Extract Water n n n n n Use a moisture detection sensor to determine extent of water penetration. Extract water from carpets. Detach carpet and extract water from pad and floor. Remove the pad from the structure. Treat floor and back of carpet with mildewcide. Lay the carpet back on the floor and extract water from the surface fibers again. Apply mildewcide to the face fibers as necessary. Remove furniture stains before the carpet dries. (Note: furniture stains are very difficult stains to remove and will be impossible to remove if the carpet is dried before spot removal is attempted. Float the Carpet Finish the Job n n n Check the humidity and temperature with a hygrometer. Set up air movers and dehumidifiers to speed drying. Turn the heat up to 72 degrees.
Showcase Carpet Cleaning n n n The Showcase Carpet Cleaning process is effective in the heaviest soil conditions. First, apply a shampoo solution and agitate. Prepare surface n n n Stair and Edge Brush: Scrub carpet edges 6” from the baseboard. Apply Shampoo Solution n n Roto Machine: With the solution flow off. Apply Rinse Solution n Move the Roto right and then left, making a U-shaped pattern. Overlap passes by 50%. Agitate Shampoo Solution n n Vacuum the area to be cleaned. Extraction Wand: Apply rinse solution. Wipe overspray from baseboards. Extract Solution
Showcase Upholstery Cleaning n n Showcase cleaning is the most aggressive upholstery cleaning process available. Showcase is the appropriate method for heavily soiled wetcleanable fabrics. Showcase cleaning is a two-step process. The first step is shampooing. However, after shampooing, instead of toweling the fabric and applying a rinse solution with a towel, you then extract the Showcase/Shampoo solution. The second step is extracting the Showcase/Shampoo solution with an extractor, truckmount, or upholstery machine. The preferred method is to rinse and extract with Fabric Rinse and Color Set.
Thank You That’s all folks