Restoration Industry Association -- Educational Programs and Events

An Industry at Work - Part II

The essence of a healthy market is that it works without customers. The easiest place to see this in action is at trade shows. Show managers always work hard to attract large numbers of potential customers to walk their aisles and meet with exhibitors. That’s as it should be; but talk to exhibitors at healthy trade shows and they will also tell you that a lot of their potential customers are also exhibitors in the same show with them. “They could close the doors and lock up just the exhibitors, and I’d still have plenty of prospects to see,” is a common sentiment in such environments.

Industry associations like RIA are just like healthy trade shows; and an increasing number of our members are beginning to realize it. Just last week I had a member say, “This is not my association anymore.” What? Let’s examine that statement.

Did your association ever show up on your doorstep when you opened up your business in the morning to deliver you a job? No? Did you ever get a job from a fellow member of your association? Yes, and more than once?

Was the other member in the same business as you? Sometimes ‘no’ and sometimes ‘yes’, you say? So this means that you find business opportunities among other members of the association.

Let’s consider this from another perspective: Did you ever contact other members of the association with a business opportunity for them? Yes? Why? You needed their special expertise because it was a type of job that you do not perform? And you felt that you could trust a fellow member of your association more than you could trust a name out of the phone book?

I guess this means that in your association not every member looks like you or your company. That’s kind of like what you see exhibiting in a trade show, isn’t it? Different types of companies that are related by interest in an industry, even when their own companies are in different industries.

Last year we began encouraging RIA members to partner with other RIA members when they needed to engage another company’s services. More and more members seem to be doing this kind of networking, and they seem to be much happier with their association. It really does make sense. When we network with people who do the same work as we do, we share knowledge and may get an understanding ear. When we network with people outside of our professional sphere, we get business.

Don Manger

Executive Director

Breaking News

NOAA’s Latest Hurricane Predictions for Atlantic Basin

Originally NOAA predicted there would be 12 – 16 named storms, six to nine being hurricanes, and two to five of them classified as major. The latest predictions slate 14-16 named storms, seven to 10 being hurricanes and three to six becoming category three hurricanes.

Tips to Save Fuel
Even with gas prices decreasing, there are still concerns on how to save fuel. Here are a few tips from Michael Shaffer in his Tornado e-Alert.

Stay in the right lane on freeways.
Avoid excessive idling.
Use cruise control.
Drive at slower speeds.

Survive the Industry Recession
Is the recession hurting your company? Here are a few tips provided by Dr. Tom DeCotiis that can help your company get through the recession and prepare for future success.

1) Focus Your Employees on Creating Positive Customer Transactions.

2) Ensure Your Customer Feels Valued.

3) Set Your Customers’ Expectations.

4) Ensure That Your Employees Understand Your Company's Values.

5) Evaluate How Cutting Costs Will Affect Your Customer.

California Wildfire Study Reveals New Risks

A new study performed by the Institute for Business & Home Safety found that homes situated less then 15 feet apart are at higher risk during wildfires and are more likely to burn in clusters. The reports also revealed that most damages were caused by wind-blown embers and not by direct flames, while still more showed that homes built with code-plus requirements, such as Shelter-in-Place standards, did not burn. The extra protection reduced damage.

RIA Briefs

Using the RIA Logo

As with any company, ethical standards and proper business practices are critical for ensuring a thriving business. Many cleaning and restoration member companies find a way to portray this through the RIA Member Logo. It is very important to have the correct logo, so others can verify your membership status.

Make sure your website, promotional materials, and businesses reflect the “RIA Member” logo so others can see that your company values ethics and honesty. You can download the logo from our website, at www.restorationindustry.org after logging in with your username and password, or you can contact us at info@restorationindustry.org.

Frequently Asked RIA Certification Questions

By Cynthia Mullaly

This is the second series of certification updates, aimed at answering your frequently asked questions

What is the CEC requirement for each cycle?

RIA’s continuing education credit (CEC) requirements are four CECs within a 3-year cycle – the equivalent of approximately 28 - 32 contact hours of continuing education within a three-year period.

Must I attend all live courses to get CECS?

Not at all! RIA offers a variety of ways to accumulate CECs. You can select from online courses, presentations at industry events, writing and submitting articles for publication or staffing an RIA exhibit at an industry event.

There is one caveat however: within a three-year cycle, you are required to attend at least one RIA convention or conference. RIA Leadership believes you should support the association from which you received your advanced certification.

Cynthia Mullaly is RIA’s Director of Education & Certification. She can be reached at cmullaly@restorationindustry.org.

Updating Member Information

In order to have the most up to date information on our members, RIA requests that you be sure to update your member profile if there are any changes in your company. Those changes may include, but are not limited to: personnel changes, key employees with certifications leaving or joining a new company, a new mailing and/or website address and new email accounts. This is another chance to log onto your profile on the website, www.restorationindustry.org, to make sure your company information is correct.

Spot Cleaning Rugs or Carpet Can Create Problems

By Steve M. Spivak, Ph.D. & Ellen Amirkhan, CRS

Cleaners may attempt to spot clean a small, affected section of a rug or carpet in response to a spill or localized soiling. What results is a slightly “darker” or deeper shade of pile color in the cleaned area, but why? There are two reasons. First, it cleaned that area so well that the original deep, rich color was revealed. And the second is the inevitability of subtle pile distortion due to the localized cleaning.

Customers often think a carpet or rug is not dirty because it looks uniform, but the carpet has a uniform layer of soil, making it appear lighter or grayer overall. When the spot is cleaned, so is the surface soil. This makes the cleaned area appear stronger than the rest, giving the appearance of “darkening.” The best advice: avoid spot cleaning when you can and do an overall cleaning that evens out the appearance.

Steven M. Spivak, Ph.D., is an RIA technical advisor.

Ellen Amirkhan, CRS, is the president of the Oriental Rug Cleaning Co.

Marketing Savvy

By Casey M. Geisler

Does Your Website Work?

Marketing on the Internet is a fast, easy way to provide information to potential consumers through your company website. Here are a few things to keep in mind when designing your company’s site.

Consumers judge on appearance. Clean sites that convey messages garner more attention then those cluttered by graphics lacking a message.
Websites should download fast. If your site takes too long to download, you may want to eliminate some graphic effects.
Make the site easy to understand and navigate.
Avoid bad color combinations that make reading difficult.
Good grammar, spelling and sentence structure are important.
Include accurate and up to date contact information. There should be at least one page dedicated to contact information as well as a toll-free number on the bottom of every page. Some consumers will print pages and forget how to find the site again. Having a contact number on the bottom of each page provides them with accessible information.

Casey M. Geisler is RIA’s Communications Specialist.

Here’s a look at what’s coming in the September 2008 issue of RIA’s award-winning magazine, Cleaning & Restoration.

Myths About Multicultural Customers

By Michael Soon Lee, MBA, CSP

More than one-third of all Americans are minorities and the number of people from different cultures is growing so rapidly that the U.S. Census Bureau expects this group to make up nearly half of the population by 2050. This is a huge market for retailers and service providers across the country. The key is knowing how to meet the unique needs of those culturally diverse customers and clients.

Internationalize Your Business: How to Work with Diverse Clients Without Leaving the U.S.

By Colleen A. Rickenbacher

The United States has long been called a "melting pot" and the diversity is only going to increase. This multicultural atmosphere not only affects our daily lives, but also our companies and the way we do business. How can you build stronger relationships with a diverse clientele and what can you do to understand these cultures and improve the way you do business?

Market Research: How to Find Answers

By Casey M. Geisler

Owners of small businesses are required to be risk takers. According to the U.S. Small Business Administration, roughly 50 percent of small businesses will fail within the first five years. The reason why they fail is simple; poor planning and lack of research.

Cost Effective Direct Marketing

By Trynka Shineman

Small business owners just starting out often don’t realize how easy it is to market their companies. Direct marketing campaigns provide an easy and cost effective option for getting your message out.

Can’t Get Paid?

By D. Tim Cordle

If getting paid seems to be a consistent problem for a company, it’s time to look at what issues are slowing down the payment process. Interestingly, the reasons often fall into four specific categories.

2008 Buyer’s Guide

It’s time for Cleaning & Restoration’s annual Buyer’s Guide, an in-depth listing of service providers, tools and equipment to keep RIA members on the cutting edge of an ever-changing industry.

Not a subscriber? Then visit

The Restoration Industry Association was among the trade groups with representatives on the Institute of Inspection, Cleaning and Restoration Certification's (IICRC) S520 Consensus Body, which recently signed a memorandum of understanding stating that the term "indoor environmental professional" and the acronym "IEP" are generic industry terms and do not constitute a designation, license, or certification. As defined by S520, an IEP has the knowledge, skill, education, training, certification, and experience to assess mold levels, take indoor environment samples, and interpret laboratory data, among other things. However, those who hire IEPs to tackle mold remediation projects should determine whether the contractor does indeed have the necessary knowledge, skill, education, training, and experience. The other trade groups that signed the memorandum of understanding are the American Indoor Air Quality Council, the American Industrial Hygiene Association, the Indoor Air Quality Association, the Indoor Environmental Institute, the Indoor Environmental Standards Organization, the IICRC, the National Air Duct Cleaners Association, and the Society of Cleaning and Restoration Technicians.
(Web Link)
Return to Headlines

The U.S. Environmental Protection Agency's (EPA) Science Advisory Board Asbestos Committee says the EPA's proposed new method of assessing the health risks posed by varying forms of asbestos fibers is inadequate. The proposed model suggests separating asbestos fibers into 20 categories, taking into consideration fiber size and mineral type, for the purpose of cancer risk assessments. While committee members believe evidence has been found to show differences in asbestos fibers, they insist that more research with regard to the toxicity of various fibers is necessary. Committee members have raised questions about the use of a single study that pinpoints the size and type of asbestos particles, as well as studies that involve air samples of asbestos particles or dust in a single factory or mine. The model would have major implications in the legal arena, according to the American Association of Justice's Randy Rabinowitz, who says industry could mount a defense based on suggestions that some forms of asbestos are more dangerous than others.
(Web Link)
Return to Headlines

According to the Insurance Services Office Inc.'s Property Claim Services (PCS), about 16 catastrophes occurred between April and June 2008, causing more than 1.2 million claims and an estimated $6.03 billion in insured property damage. Texas sustained the most catastrophe losses, totaling $1.08 billion for the second quarter. The insured damage sustained by the industry in the second quarter was nearly two times the damages sustained in the first quarter. PCS estimates $9.4 billion in catastrophe losses thus far for 2008.
(Web Link)
Return to Headlines

While the main focus in green floor cleaning is the type of chemicals used, the type of equipment used is just as important because the benefits of green certified chemicals are eliminated when cleaning specialists use the wrong machines. A variety of green floor cleaning machines currently are available, including those that reduce water consumption or use no chemicals at all. Some machines emit little noise, and others use HEPA filters to increase soil removal. In the realm of productivity, experts say employee safety and ergonomics should be top priorities. According to ProTeam marketing manager Jacalyn High, "Vacuuming should be as efficient, comfortable, and easy as possible for the cleaning professional. The more labor-intensive, the less chance an effective job is being done." As for certification, the Carpet and Rug Institute (CRI) offers benchmarks as part of its Green Label standards. High remarks, "CRI's Green Label standards require that a vacuum cleaner must not create more than 100 micrograms of emissions--the more that is captured, the better for indoor health. The new Seal of Approval standards are now tiered to earn a Gold, Silver, or Bronze rating--based on soil removal results." Most certifications focus not on environmental issues but on performance, but experts believe they should measure overall electricity, water, and chemical consumption.
(Web Link)
Return to Headlines

As buildings begin to use a wider variety of flooring materials, environmental services professionals must ensure they adhere to specific cleaning and installation methods for each material to prevent damage and scratching, especially when it comes to stone and other hard flooring that generally lack protective coatings. Proper preventive maintenance is crucial to avoid costly and lengthy restoration projects. Regular damp mopping, dry soil removal, and floor mats that extend at least 12 feet at each entrance and exit can prevent scratches. However, cleaning professionals must take into consideration the characteristics of the particular flooring material when establishing cleaning programs. Neutral pH cleansers and applications of a penetrating sealer/impregnator every 12 months to 24 months are important for natural stone floors. White or natural hogs hair pads can be used for scrubbing, but abrasive pads or nylon grit brushes will scratch natural stone. When scratches do occur, experts says diamond grinding, honing, and polishing can restore the surfaces. In any case, they underscore the importance of cleaning and maintenance professionals receiving training from qualified stone restoration firms. As for other types of hard flooring, such as ceramic, porcelain, and quarry tile, experts discourage the use of topical coatings or acid or alkaline chemicals.
(Web Link)
Return to Headlines

In Kentucky, a new state law was implemented in July to strengthen cleanup standards for methamphetamine labs. The bill mandates that state police designate contamination levels, which dictate how much cleanup is necessary. The first tier allows cleanup by property owners, but certified contractors are required for tiers two through four. The law expands a year-old law mandating that remediation companies obtain state certification; the $50,000 performance bond required of all contractors was replaced with bond levels that vary according to contamination tier. Additionally, the new law requires home sellers to disclose meth contamination and lack of appropriate cleanup in writing and mandates that homeowners be informed of federal tax credits for cleanup.
(Web Link)
Return to Headlines

According to Fitch Ratings Ltd., damage caused by Hurricane Dolly, which made landfall on July 23, will be immaterial for U.S. primary insurers. Estimated insured losses likely will be in the $100 million to $800 million range. The agency further states that Dolly should not trigger a loss in any catastrophe bonds rated by Fitch.
(Web Link)
Return to Headlines

Carpet cleaning professionals should understand that residues will be left behind regardless of the cleaning method used. Alkaline rinse, acid rinse, neutral rinse, water rinse, and compound residues are the most common. Cleaning specialists who prefer to use alkaline-based rinses can do so without leaving carpets feeling as crusty or as vulnerable to rapid resoiling as older formulations, but many like using acid rinses to neutralize alkaline preconditioners because the carpet feels softer afterward. Acid rinses that are encapsulants also minimize resoiling and wicking. Meanwhile, experts point out that compound cleaning uses little moisture to clean carpets and that residue and additional soils can be extracted by vacuuming after the cleaning process. For those cleaning professionals interested in achieving pH balance, experts recommend that they test the pH after cleaning to determine whether their preferred method of cleaning helps them meet their goals.
(Web Link)
Return to Headlines

How to prevent mold and clean areas infested with the fungus have been pushed to the forefront by the Midwest floods. Surfaces should be considered potentially contaminated if left standing in clean water for more than 48 hours, and they should be deemed contaminated if wet with dirty water for more than 48 hours, according to the U.S. Environmental Protection Agency. Meanwhile, the U.S. Centers for Disease Control and Prevention says mold can be prevented by maintaining humidity levels of less than 50 percent, using air conditioners or dehumidifiers, ensuring adequate ventilation, using mold-resistant paint, keeping carpets out of humid areas, and using mold-killing products to clean bathrooms. Finally, the American Society of Safety Engineers (ASSE) recommends that contractors throw away contaminated items that can be replaced, decontaminate and thoroughly dry items that cannot be replaced, replace contaminated sections of wallboard, and avoid mixing ammonia and bleach due to the toxic gas created by the combination. Furthermore, they should seek the advice of structural engineers or builders before entering a building with potential structural damage and consult health officials in the event of severe mold infestations. ASSE Regional Vice President James Morris III adds that contractors should wear gloves, goggles, respirators, and other personal protection equipment, with mold levels determining respirator type.
(Web Link)
Return to Headlines

When purchasing wands and sprayers, carpet cleaning professionals should ensure they contain spray tips, filters, and check valves. Without these features, they cannot sufficiently apply protectors, minimize wicking, or ensure adequate drying time. They will have to contend with clogged sprayers if they lack filters, and clogging also will occur if they fail to clean the filter or check that it is the right one. Carpet cleaning professionals should have a working knowledge of available spray tips: TeeJets that offer a flat spray and lack threads, VeeJets that also provide a flat spray but are threaded, and flood jets that offer a wide angle spray. Experts say stainless steel spray tips have a longer life span than those made of brass, but replacement times are based on use, how corrosive the cleaning agents are, and how hard the water is. Cleaning specialists must pay attention to the numbers on each spray tip, which indicate thread size, spray volume, and orifice size; these help them determine the size of the droplets sprayed to ensure the cleaning product particles do not aerosolize and remain in the air. Additionally, they should check strainers and filters frequently to prevent the build up of residues that can affect performance.
(Web Link)
Return to Headlines

"Caring for Carpet 101"
Cleaning & Maintenance Management (07/08) Vol. 45, No. 7, Baunee, Aaron

Carpet cleaning professionals must take client expectations into consideration when selecting equipment, rather than purchase machines for bells and whistles they do not need and might never use. While they should consider using green cleaning products that will not hurt carpet fibers, are safe for cleaners and building occupants, and do not worsen indoor air quality, experts say training is even more important because the latest equipment and green chemicals will provide few benefits if used improperly. Cleaning specialists should ensure that all workers know how to approach different types of stains, taking into consideration pH and soil, chemical, and water extraction.
(Web Link)
Return to Headlines

NewsBreak is another valuable service of the Restoration Industry Association.
Masthead photos courtesy of VanDam & Krusinga and Insurance Restoration Services.