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ECTP

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ECTP Crew Training Brian Seale WRT, ASD, FSRT, AMRT,CCT, OCT, HST, UFCT, CRRT, ECTP Instructor * Introduce yourself and exlain how the ectp program works. – PowerPoint PPT presentation

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Title: ECTP


1
ECTP Crew Training
  • Brian Seale
  • WRT, ASD, FSRT, AMRT,CCT, OCT, HST, UFCT, CRRT,
    ECTP Instructor

2
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

3
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.

4
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.

5
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.

6
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.

7
4 Responsibility Equipment Repair
  • When equipment breaks down, you will occasionally
    need to assist repairing it. Management will take
    care of all serious breakdowns.

8
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

9
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.

10
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.

11
  • 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.

12
Good Personal Appearance Is Important!
13
  • 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

14
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.

15
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.

16
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.

17
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.

18
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.

19
No Smoking
  • SERVPRO production crews are strictly prohibited
    from smoking on a job site.
  • Do not smoke in van if flammable products are
    present.

20
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.

21
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!

22
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.

23
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.

24
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.

25
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.

26
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.

27
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.

28
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.

29
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.

30
  • 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.

31
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.

32
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.

33
  • 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).

34
Check Your Appearance
  • How do the members of your crew look?
  • Is everybody presentable?
  • Is the van clean and in safe running condition?

35
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!

36
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.

37
  • If the crew is professional during the first 15
    minutes with a customer,
  • the job is 90 done!

38
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.

39
  • 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.

40
  • 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.)

41
  • 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.

42
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!

43
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.

44
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.

45
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.

46
  • 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.

47
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.

48
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.

49
  • 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.

50
  • 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!

51
  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.

52
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.

53
  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.

54
  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.

55
  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.

56
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!

57
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.

58
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.

59
  • 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.

60
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.

61
  • 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.

62
  • 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.

63
  • 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.

64
  • 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!

65
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.

66
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.

67
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?

68
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.

69
  • 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.)

70
  • 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.

71
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.

72
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).

73
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.

74
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.

75
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.

76
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!

77
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.

78
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?

79
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.

80
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.

81
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.

82
  • 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.

85
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!

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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  • 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.

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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.

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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.

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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
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