ECTP

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ECTP Crew Training

• Brian Seale
• WRT, ASD, FSRT, AMRT,CCT, OCT, HST, UFCT, CRRT,
  ECTP Instructor

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L I K E I T N E V E R E V E N H A P P E N E
D

• Largest cleaning restoration mitigation company
  in the United States
• Headquartered in Gallatin, Tennessee
• Uniformed employees
• Insured
• On staff chemists at headquarters
• National training center
• Located in all 50 states
• Latest technology in equipment and chemicals

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Production Helper Job Overview

• Your main job as a production helper is to
  support the crew chief and other production
  personnel, as needed.
• You will perform production processes as assigned
  and clean and maintain vehicles, equipment,
  warehouse and office areas.
• You report to your Crew Chief or Production
  Manager.

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1 Responsibility SafetyYou should strive to be
safe in all you do to protect the customers, your
coworkers and yourself. Safety includes the
following

• 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.

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2 Responsibility Act Professionally at the Job
Site

• Follow job site crew rules established by your
  production supervisor. Always try to present a
  professional attitude on the job site.

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3 Responsibility Equipment MaintenanceAll
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.
• Clean vehicle interiors and organize contents.
  Keep inventory levels at proper quantities.
• Clean and maintain the warehouse and office
  areas.
• Clean building exterior and parking lot.

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4 Responsibility Equipment Repair

• When equipment breaks down, you will occasionally
  need to assist repairing it. Management will take
  care of all serious breakdowns.

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5 Responsibility Cleaning and Restoration
WorkYou are responsible for assisting in
cleaning and restoration work in your job. You
should follow SERVPRO Production Guidelines when
you clean

• Ceilings and walls
• Carpets
• Drapery
• Upholstery

• Appliances
• Hard surfaced furniture
• Hard floors
• Duct systems

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6 Responsibility Job-Site Support

• 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
• Inventory and load the van with equipment,
  products and supplies needed for the days 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.

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7 Other Key Responsibilities

• 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.

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• 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.

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Good Personal Appearance Is Important!
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• SERVPRO is a cleaning company, so all employees
  must exemplify clean.
• Good personal appearance is difficult for SERVPRO
  employees because we are doing sweaty work in
  dirty places.
• We must try to keep up personal appearance as
  much as possible

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Uniforms

• 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, dont neglect them. Your
  shoes dont have to be the latest name
  brand style, but then need to be neat and
  clean.

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Body Cleanliness

• 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.

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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.
• If you smoke on a break, get a mint before going
  back to work.
• Dont even think about chewing tobacco on the job
  or in front of a customer.

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Customer Appearance

• As SERVPRO employees, we are required to look
  professional. A homeowner is not. Never make
  comments about how a customer looks.
• 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.

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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.

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No Smoking

• SERVPRO production crews are strictly prohibited
  from smoking on a job site.
• Do not smoke in van if flammable products are
  present.

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Uniforms

• Production crews must be uniformed at all times.
• Wear the company approved uniform.
• It is never allowable to remove a shirt.
• Make sure your uniform is clean.
• Shoes must look presentable.
• Jeans are not appropriate.

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Safety

• 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!

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Language

• All profanity is strictly prohibited.
• Conversations should be work related and never
  regarding personal subjects. Customers dont need
  to know our personal business.
• Never comment or give opinions about the progress
  or results of a job.
• Remember, what isnt profanity to you may be
  profanity to someone else!
• Dont bother a customer with your personal life.
  All conversation should relate to the job.

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Telephone

• A customer telephone should not be used.
• If an emergency arises, ask permission and be as
  brief as possible.
• Never answer a customers phone.

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Privacy/Security

• Do not enter areas that are not being cleaned.
• Always ask permission before opening a closed
  door.
• Never open drawers or closets without reviewing
  the Customer Information Form or checking
  again with the customer.

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Bathroom Use

• Do not use a customer bathroom without first
  getting permission.
• Never use a bathroom in the master bedroom,
  always look for a utility bath.
• Try to take care of this before you arrive at the
  job site.
• Clean up after yourself.

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Courtesy

• Always listen to the customer with full
  attention.
• Dont interrupt the customer, listen for hidden
  meanings.
• Be polite and use Mr. or Ms. Unless otherwise
  instructed by the customer.

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Drug and Alcohol Use

• 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.

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What To Do Before The Van Leaves The Office

• Most crews leave the office by 830 a.m. and
  dont return until after 500 p.m.
• Any time spent traveling back to the office for
  forgotten items is wasted time.
• Wasting time hurts our customers and our
  business.
• So, heres what to do before you leave the office
  to remember all the equipment, chemicals and
  materials you need.

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Make Sure You Are on Time to the Job

• 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 900 and 930).
• 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.

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• 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.

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Check Your Inventory List

• 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.

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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.
• Equipment A list of standard and optional
  equipment, including accessories such as pilating
  rakes, towels, buckets, etc.

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• Personal Safety A list of safety items required
  to ensure crewmembers are properly protected.
• Paperwork A list of required paperwork such as
  a Pre-existing Conditions waiver and Material
  Safety Data Sheets (MSDS).

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Check Your Appearance

• How do the members of your crew look?
• Is everybody presentable?
• Is the van clean and in safe running condition?

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Other Things to Remember

• 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, dont forget them!

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Job Site Preparation

• One of the first things done at each job is the
  job site preparation.
• This step is important because it makes you look
  professional, enhances productivity and reduces
  safety hazards.

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• If the crew is professional during the first 15
  minutes with a customer,
• the job is 90 done!

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Set Staging AreaThe 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

• Make sure the area is not accessible to children
  or pets.
• Cover the area with a tarp to protect from
  accidental spills, etc.

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• 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.
• Set up a Thank-You display as directed by your
  Crew Chief. This usually includes a Thank-You
  Card and Retail Spotting Kit.

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• 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.)
• 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.)

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• 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.

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Which way do you want your customer to feel?

• I knew as soon as those guys walked in that they
  werent professional. This is the last time I
  call SERVPRO!

• These SERVPRO people are really organized. I can
  tell theyre going to do a great job!

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We want to amaze our customers with incredible
service.

• There Are Three Levels of Customer Service
• 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.

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Why Do We Want the Highest Level of Customer
Service?

• Because
• Its much harder to gain a new customer than keep
  an old one.
• Customers expect much more than they used to.
• The Amazing level of service builds lifetime
  customer loyalty.

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How Do We Give the Amazing Level of Service?

• Under promise and over deliver.
• We must treat each other the way we want to treat
  our customers. If we cant serve one another,
  well never be able to serve our customers.

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• 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 cant 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.

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Safety In The Workplace

• 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.

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Personal Protective Equipment

• 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.
• Do not exchange PPE with other employees unless
  it has been properly cleaned.
• Wear splash goggles when mixing, spraying or
  pouring chemicals.

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• 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.

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• 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!

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1. Wear chemical resistant aprons, if appropriate.
2. 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.

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Sanitation

• 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.
• 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.

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1. 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.
2. Never wash work clothes contaminated with
   chemicals, blood borne pathogens or unsanitary
   water with your normal clothing. Wash separately
   and disinfect them.

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1. 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.
2. Never press down on a trash with your hands or
   feet. Sharp objects in the trash can cut you or
   cause puncture wounds.
3. When carrying trash, make sure your hands are dry
   and you get a good grip.

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1. Look for holes and objects protruding from the
   bags. Dont bump trash bags against your body or
   legs as you carry them.
2. Never swing trash bags over your shoulder to
   carry. Sharp objects in the trash can cut you or
   cause puncture wounds.

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Wearing and Fit Checking Your Respirator

• Respirators must be worn during all times of
  exposure to hazardous situations.
• Follow one rule of thumb If your work
  environment is unpleasant or if it makes
  you dizzy, wear your respirator!

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Putting on Your Respirator

1. Pull the straps far enough through the buckles to
   allow for easy adjustment.
2. Place the respirator over your mouth and nose.
3. Pull the head harness over the top of your head.
4. Position the face piece low on the bridge of your
   nose. This position offers the best, possible fit
   and doesnt block your vision.
5. Grasp the bottom straps, one in each hand, and
   fasten them behind your neck.

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Fit Checking Your Respirator

• Fit Check 1
• 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.

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• Fit Check 2
• 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.

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Dealing With Difficult Customers

• We always want to give the best service we can.
• Your goal should be to leave the customer with a
  feeling of amazement.

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• Listen to what they are saying, dont interrupt
  and dont get mad.
• You have to realize the customer is in the middle
  of a tense situation already.
• So listen to them.

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• If you realize you made a mistake, and you can
  fix it on the spot, do it.
• Fixing a problem right away can help reassure a
  customer.

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• If the problem is a big one, acknowledge the
  problem, but dont admit fault.
• Call your supervisor and let them handle it.
• In a situation like this, you should just listen
  and try to understand your customer.

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• This is a serious problem Sir, but Im 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 well get this
  worked out.

• You bet were going to resolve it. In court if we
  have to! You are replacing this carpet!

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ProfessionalismIf the crew is professional
during the first 15 minutes with a customer, the
job is 90 done!

• Be Timely to the Job
• The customer should be notified immediately if a
  crew is going to be late. Communicate!
• The SERVPRO Crew should make sure the van is on
  the road by 830 every morning. Remember, time is
  money in the service business and the operations
  goal is to maximize productivity.

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Vehicle Location

• The SERVPRO van should be legally parked as close
  to the job site entrance as possible.
• 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.
• Do not park the van in a garage or basement,
  fumes from the truck mount engine could cause
  carbon monoxide poisoning.

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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.
• During a job preview, the SERVPRO Crew should
  look for the following items
• Carpet or contents problems Is there
  pre-existing damage to the carpet or contents?
• Evaluate the customer attitude Is the customer
  in a good frame of mind?

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Set staging Area and Job Site

• 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
• Make sure the area is not accessible to children
  or pets.
• Cover the area with a tarp to protect from
  accidental spills, etc.

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• 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.
• Put the 450 SERVPRO Spotting Kit and a SERVPRO
  Thank-You Card on the kitchen table counter.
• 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.)

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• 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.)
• 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.
• Stage and test the equipment and accessories in
  the set-up location.
• Mix and stage the products to be used, fill rinse
  bucket, etc. in order to complete the work.

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Pretest and Qualify Before Starting a Job

• Perform pre-testing as needed before the work is
  started.
• Follow the pretest instructions in the
  appropriate Production Guidelines and interpret
  the results.
• If the pretest indicates any potential problems,
  qualify and document the issues with the customer
  so there is a clear understanding of the results.
• Proper pre-testing and qualifying eliminates the
  majority of potential liability from damaging
  customers possessions.

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Job Completion

• The process of job completion is a five-step
  process, and each step should be completed at the
  end of every job.
• Reset Contents.
• Customer Walk-through.
• Remove Working Materials.
• Customer Thank-You Card (when appropriate).
• Signature and Payment (when appropriate).

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Attitudes Toward Customers

• Customers pay your salary.
• With out customers, you have no job, and this
  business dies.
• So, we better take good care of our customers.
• There are several keys to providing good customer
  service.
• You might call them attitudes.

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Give Amazing Service

• We want to leave the customer feeling Amazed at
  the great job we did.
• Go beyond what the customer expects.
• Find ways to provide extra value to your
  customers.

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Listen Actively to the Customer

• Listening to our customers shows we care about
  them. Here are some listening tips
• Make eye contact look at people when they talk
  to you.
• Dont interrupt its not polite to interrupt.
  Let the person youre talking to finish what they
  are saying.
• Listen for hidden meanings body language
  sometimes speaks loudly.
• Use active listening to show you understand what
  is being said.

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Fulfill the Customers Dominant Buying Motive

• A customers 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!

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Pretest and Qualify Overview

• Perform Pre-testing, as needed, before any
  production work is started.
• Qualify the results that will be achieved.
• 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.
• Never overestimate the results you can achieve
  for a customer. Let them know what the results of
  the tests are and what success youve had in the
  past.

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While You Pretest Make Observations

• Carpet Problems Are there any major spots or
  stains that need to be tested?
• 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?

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Discuss the Important Issues With the Customer

• While you are pre-testing and qualifying, it
  helps to communicate with the customer about
  various issues.
• 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.

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Integrity and Honesty

• 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 its more than that honesty means admitting
  your mistakes and not telling half truths.

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Honesty and Integrity on the Job

• Never cheat a customer or a coworker.
• If someone asks you to do something that is
  wrong, you shouldnt do it.
• We must be honest with our customers all of the
  time. If we are not honest they will never trust
  us, and they wont use us again.

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• Candor is a form of honesty that includes telling
  someone information they dont want to hear. For
  example, Mr. Stevens, Im sorry, but this carpet
  is ruined and it must be replaced.
• 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 wont be able
  to live up to a promise you made, communicate
  with the customer immediately.

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• 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.
• 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.

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Listening Skills

• One of the most important aspects of
  communication is listening.
• If we do not listen to each other and our
  customers, we cannot be an excellent company.

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How to listen Better

• Listening is important to your personal life and
  to your work life.
• 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.
• Listening to our customers and coworkers shows we
  care about them.

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Here are some listening tips

• Make Eye Contact Look at people when they talk
  to you.
• Listen Fairly Dont prejudge what someone is
  saying to you Hear them out before jumping to a
  conclusion.
• Dont Interrupt Its not polite to interrupt.
  Let the person youre talking to finish what they
  are saying.
• 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.

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Active Listening

• 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.
• When you saiddid you mean?
• What I hear you saying isIs that correct?
• What I believe you have said far is

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• Sorry were late, we got held up in a traffic
  jam.
• Oh?
• I realize how frustrating it is when someone is
  late.
• Are you saying you dont want your carpets
  cleaned by us?
• So youre worried that we may not get done in
  time?
• Mrs. Jones, Im sure we can get done with the job
  by 200. Is that OK?

• You just cant get good service anymore!
• You guys were 20 minutes late!
• It just seems like its not worth the bother.
• No, its just that I have an appointment this
  afternoon.
• Yes, I guess thats whats bothering me.
• Yes, that will be fine. Lets get these carpets
  clean!

89
Fairness Respect - Citizenship

• Fairness Follows rules, impartially and
  honestly.
• Respect realizing that everyone has worth.
• Citizenship doing everything you can to improve
  the world around you.

90
Fairness and Respect

• Be Fair to Others!
• We want people to be fair to us, so weve got to
  be fair to the. Heres some ways to be fair to
  others
• Dont show favoritism.
• Dont take advantage of anyone.
• Correct your mistakes voluntarily.
• Listen and understand others viewpoints before
  making a decision.

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And Respect Others!

• First you have to realize you arent the only
  person in this world. Its 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 dont.) If you
  want to respect people, try this
• 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.

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Vehicle Maintenance and SafetyBasic 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 drivers 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.
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Vehicle Safety

• 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
• 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 Owners Manual.

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351 Wall and All Surface Cleaner

• Wall and All Surface Cleaner is a free rinsing
  detergent cleaner for all painted and washable
  surfaces.
• Wall and All has a low alkalinity (pH10).
• 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.

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264 Powdered Emulsifier

• 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 pH of 12.
• APPLICATION Meter through solution tank on
  portable extractor or through truck mount
  cleaning solution line.
• Apply using carpet wand.

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252 Shampoo Super concentrate

• Shampoo Super Concentrate is a brightener for all
  fabrics, with a neutral pH when mixed with water.
• Shampoo Super Concentrate works well on synthetic
  and natural fibers.
• Shampoo Super Concentrate is neutral in pH (pH7)
  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.

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205 Fabric Rinse and Color Set

• 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 pH
  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.

98
267 Carpet Pre-Spray

• 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 pH 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.

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111 Blood and Stain Remover

• 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 pH 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.

100
155 Wintergreen Deodorizer

• Wintergreen Deodorizer 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
  pH 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.

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166 Vanquish

• Vanquish, an EPA registered disinfectant/cleaner,
  is a synthetic detergent-disinfectant with
  bactericidal, fungicidal and virucidal properties
  for broad-spectrum kill of microorganisms.
• Vanquish ranges from slightly acidic to slightly
  alkaline with a pH 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.

102
116 Rusticide

• 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 pH 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 ready-to-use Shampoo.

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255 Showcase Cleaner and Rinse

• Showcase Cleaner and Rinse is used with Hot Water
  Extraction.
• Showcase cleaner and Rinse has a pH of 10 in its
  ready-to-use form.
• APPLICATION This solution is applied with a
  rotary carpet machine, followed by steam
  extraction.

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309 Carpet Deodorizer

• 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 pH 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.

105
114 Urine Odor and Stain Remover

• 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 pH (pH7) 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.

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Topical Treatments

• Topical treatments are products that are applied
  to carpets or fabrics to enhance some aspect of
  the fibers.
• SERVPROs topical treatments include soil
  retardants, stain resisters, antistatic
  formulations, deodorizers, disinfectants,
  mildewcides, and fire retardants.
• Read product label for usage.

107
Reading the MSDS

• 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.
• Proper safety precautions.
• Emergency and first aid procedures to follow
  during disposal of a substance or mixture.

108
The Sections of the MSDS

• Section l General Information
• 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.

109

• Section ll Hazardous Ingredients
• 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.

110

• Section lll Physical/Chemical Characteristics
• Chemical manufacturing plants are more concerned
  with this section than the cleaning and
  restoration industry.
• OSHA requires this information to be on the MSDS.

111

• Section lV Fire and Explosion Hazard Data
• 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.

112

• Section V Reactivity Data
• 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.

113

• Section Vl Health Hazard Data
• If you are exposed to a hazardous product, this
  section covers how a substance enters your body
  and how to handle an incident.

114

• Section Vll Precautions for Safe Handling and
  Use
• 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.

115

• Section Vlll Control Measures
• 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.

116
Blood borne Pathogens

• Blood borne Pathogens are disease-causing
  organisms in blood or other tissues that can make
  you sick.
• Many different pathogens exist, but the two main
  pathogens to worry about are HIV (AIDS) and
  Hepatitis.
• Universal Precaution Treat all human fluids as
  if they are contaminated.

117
What to Do if an Exposure Incident Occurs
Report Immediately

• General Rules
• 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.

118

• 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.

119
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.
• Personal protective equipment consists of, but is
  not limited to, gloves, face shields, masks, eye
  protection, gowns, apron and similar items.

120
Electrical Safety

• Inspection
• 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.

121

• Preventing Accidents
• Never wear clothing or jewelry that could become
  entangled in power tools.
• Never carry a tool by its cord.
• Multiple plug adapters are
  prohibited.

122

• Extension Cords
• All extension cords and equipment plugs must be
  the 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.

123

• Grounding
• 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.

124

• Contact with Electricity
• 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.

125

• Electrical Circuits
• 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.

126
772 Viper VacuumThe 772 Viper Vacuum is the
workhorse of cleaning and maintenance businesses.

• Features of the Viper Vacuum
• 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.

127
Maintaining the Viper Vacuum

• Replace the Filter Bag (Daily)
• Clean the Secondary Filter (Weekly)
• Inspect the Exhaust Filter (Weekly)
• Inspect the Brush

128
886 Portable Extractor

• 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
• A heater
• A pump
• A vacuum system
• When cleaning carpets and upholstery, all three
  systems are in use.

129
Maintaining the Portable Extractor

1. Flush the unit with clear water at the end of
   each job to remove buildup.
2. Inspect power cord for damaged or cut insulation
   and broken plug.
3. Wipe down exterior of unit to maintain a clean
   professional appearance.
4. Lubricate wheels, quick disconnects and hinges
   monthly with silicone spray.
5. When cleaning out the waste recovery tank, block
   off the vacuum motor to prevent damage.
6. Check hoses regularly to ensure cleanliness and
   to prevent leaks.

130
775 Ozone Machine

• 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
• Ozone deodorization procedures produce toxic
  levels of ozone that can be hazardous to persons
  with prolonged exposure.
• 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.

131
790 Moisture Sensor

• The Moisture Sensor is used to detect moisture in
  carpets, baseboards and walls.

132
715 Dehumidifier

• Dehumidifiers remove moisture from the air after
  it has evaporated.
• Position dehumidifiers strategically in a
  water-damaged 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.

133
Setting Up the Dehumidifier

1. When transporting dehumidifiers, fasten them
   securely in the back of the vehicle.
2. Remove all standing water prior to setting up the
   unit.
3. Make sure the unit is properly grounded to
   prevent electrical shock and fire hazard.

134
Locating the Dehumidifier

• 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
• Do not position an air mover to blow across the
  coils of a dehumidifier. The dehumidifier will
  operate poorly or not function at all.

135
Maintaining the Dehumidifier

1. Visually inspect the pump-out hose for tight fit,
   cracks, kinks and wear. Wrap loose for proper
   storage.
2. On shutdown, give the pump-out unit time to
   remove water still in the system.
3. To purge the pump, press and hold the pump purge
   button. To drain the pump-out hose, disconnect it
   from the unit.
4. Wipe down outside of unit and touch up chips and
   scratches with SERVPRO green paint, as needed.
5. Inspect power cord for damaged or cut insulation
   and broken plug.
6. Lubricate wheels with silicone spray.

136
Air Mover

• 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
• 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.

137
Maintaining the Air Mover

• 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 improper operation and wear of the unit.

138
Roto

• 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
• The Upholstery and Drapery Machine is like a
  small extractor.

139
Truckmount Extractor Vacuum System

• 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
• 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.

140
Dry Sponge Ceiling Cleaning

• The Dry Cleaning Sponge is effective for removing
  light to medium, nongreasy soiling.
• Clean ceilings before cleaning walls to prevent
  re-soiling of walls.

141
Sponge the Ceiling

• Cut inareas to be cleaned.
• Position the sponge against the ceiling with
  evenly applied pressure. Move the sponge
  approximately 3 to 4 in one stroke.
• Reposition the sponge, overlapping the previous
  stroke. Always wipe from a dirty area to a clean
  area.

142
Finish the Job

• Visually inspect the work areas for dry sponge
  residue. Check baseboards, door jambs, and
  decorative trim m