Globally, one in six people is now over the age of 60, and this figure is expected to double by 2050, according to theĚý. In the U.S., adults aged 65 and older are expected to outnumber children under 18 by 2034.

As life expectancy has increased, so have the capabilities and aspirations of older adults. Today’s 60- and 70-year-olds are starting businesses, caregiving for family members, and running marathons. They’re not fringe cases—, and they’re underrepresented in workforce planning, product design, and marketing.

Yet many companies still treat aging as a risk to be managed, not a consumer and talent opportunity to be embraced. Advertising often defaults to youthful imagery or treats older adults as burdens or punchlines.

This mindset is not only outdated but also contrary to market forces. In the U.S., according to AARP, adults over 50 control nearlyĚý. Globally, they account forĚý. And, according to the U.S. Bureau of Labor Statistics, labor force participation among people over 65 hasĚýĚýsince 2000—outpacing all other age groups.

Life-course design requires a wholesale shift in how companies think about age, not as a demographic silo, but as a design and strategy imperative. That means moving beyond generational targeting (Boomers, Gen X, Millennials, Gen Z) to a framework that reflects the dynamic, nonlinear paths people take through education, work, caregiving, health, and reinvention.

To stay competitive in a world shaped by longevity and population aging, businesses should make strategic product and workforce shifts.

Product design leaders should:

• Replace generational stereotypes with behavioral segmentation, building strategies around what motivates people to make a purchase, or marketing around specific life events, like having a child.ĚýĚýfound that companies using behavioral and psychographic segmentation in their marketing campaigns saw returns up to three times higher than those relying solely on demographic or age-based segmentation.
• Use inclusive design principles that benefit everyone (e.g., clearer interfaces, easier grip, adjustable lighting). A study byĚýĚýfound that companies that have led on key disability inclusion criteria saw 1.6 times more revenue, 2.6 times more net income, and twice the economic profit of other companies.
• Invite older adults into the research and design process early and often to test usability, relevance, and desirability.

Too often, marketing frames aging as a loss of youth, beauty, or relevance. This narrative is not only inaccurate but also commercially self-defeating. Instead, marketing leaders should:

• Showcase ambition, vitality, and reinvention at every age.
• Normalize longevity, not as an exception, but as the new standard.
• Feature age-diverse brand ambassadors across product lines.

Traditional career models assume people peak in their 40s and retire by 65. But those assumptions no longer hold. Longer lives mean longer working years, but not necessarily in the same roles or with the same cadence.

Forward-looking talent leaders should:

• Redesign roles and workflows to accommodate physical, cognitive, and lifestyle changes.
• Introduce phased retirement, part-time leadership roles, and mid-career reskilling.
• Extend leadership development to late-career professionals who still have decades of contribution ahead.

Research shows that age-diverse teams driveĚýĚýand areĚý, particularly in industries where institutional knowledge and adaptability are critical.

Company leaders should:

• Structure teams with age diversity as an intentional design element.
• Establish mutual mentorship programs that value experience and innovation equally.
• Train managers to navigate generational expectations around communication, work-life balance, and performance.

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Three professionals from Connecticut—John Kay, director of Contractor Nation (CN) Air Group; Amy Prihoda, co-owner and CEO of Professional Cleaning & Restoration Systems of Connecticut; and registered nurse Gretchen Robinson—have a compelling case for why IAQ should be front and center in every cleaning contractor’s business strategy.

Their message is clear: Your customers want healthier homes. They just don’t know who to call. You have the tools, knowledge, and access to be their solution—and there’s significant opportunity for your business.

Hidden potential of carpet cleaning

“Air is a thing,” Kay said. “And there’s a lot of things in it.”

For example, pollen, bacteria, viruses, mold spores, pet dander, and pollutants infiltrate homes every day. Much of it settles into soft surfaces like carpet and upholstery—often out of sight but not out of reach of our lungs.

Prihoda, whose family business has been cleaning and restoring homes in Connecticut for over two decades, emphasized the synergy between carpet care and IAQ.

“Every time I’d get our carpets cleaned, my daughter’s allergies would improve,” she shared. “When the carpets got dirty again, her symptoms came back. That was our sign.”

But cleaning alone wasn’t enough. What Prihoda and her team discovered was that by pairing deep cleaning with IAQ solutions—like dehumidifiers, air purifiers, and mold-resistant materials—they could transform not just a room, but the entire health environment of a home. “Now we’re not just a carpet cleaner,” she explained. “We’re air quality consultants. And it’s changed our company.”

A nurse’s perspective

Robinson brought a clinical lens to the conversation. With over 20 years of experience in allergy, pulmonary care, and patient education, Robinson believes that indoor air pollution is more than an inconvenience—it’s a health crisis.

“I don’t want to just help people exist,” she said. “I want them to thrive. You [cleaning professionals] have a chance to intercept the problem before they even need to see me.”

She cited alarming statistics: More than 50 million Americans suffer from allergies. Indoor air can be up to five times more polluted than outdoor air. And many of the health effects—from asthma to cardiovascular disease—are tied directly to particles that build up in homes. Fine particulate matter (PM 2.5) can infiltrate deep into the lungs and bloodstream, leading to strokes, heart attacks, and chronic illness.

Robinson emphasized, “This isn’t just about cleaner carpets. This is about helping people breathe, sleep, and live better. And that’s a powerful calling.”

The business opportunity

The team introduced a four-step strategy: Ask, look, measure, and show. Any contractor can implement this strategy to convert everyday service calls into transformational client experiences.

1. Ask:

• Do you or any of your family members suffer from allergies, asthma, or respiratory issues?
• Have you noticed musty odors or visible mold?
• Do you use air purifiers or dehumidifiers?
• Are you aware of your home’s humidity levels?

These questions do more than identify symptoms; they unlock trust and open the door to deeper conversation about the home environment.

2. Look: Inspect the attic, basement, and conditioned space. Take pictures. Identify signs of mold, soiled insulation, dust buildup in ductwork, or excessive humidity.
3. Measure: Use affordable tools—an air quality monitor, a flashlight (not your phone), and a radon detection meter. Record exact measurements and sketch the space. Precision builds credibility.
4. Show: Walk through the photos and measurements with the client. Let them see the problems and match them with the services you offer—from deep carpet and upholstery cleaning to duct cleaning, dehumidification, encapsulation, or HEPA filtration.

This “shop together” approach reframes the technician-client dynamic. Instead of being “sold,” homeowners feel in control of the decision-making process and that creates long-term relationships.

A revenue model that grows

While a traditional carpet cleaning call might yield US$450, IAQ services, such as purifiers, crawl space work, and mold-resistant flooring, could grow into a $5,000-plus job.

Air purifiers and dehumidifiers also require maintenance. “We leave the unit behind, then come back in 12 months to service it,” Kay said. “That $250 service visit often turns into a $1,200 job because now they’re ready for the next step.”

In one case study, a small water mitigation job led to a full cascade of upgrades: First a dehumidifier, then mold-proof flooring and mold-resistant wall panels. “The homeowner kept saying yes because we had already built that trust,” Prihoda said. “We became part of their home improvement journey.”

From service provider to partner

For companies looking to stabilize revenue, this strategy is pivotal. When restoration work slows, IAQ services keep crews busy and cash flowing. It also elevates your business from a task-based service provider to a household partner.

Training staff to ask the four questions, look for signs, and walk customers through a consultation, means you’re not just selling services—you’re solving problems.

Prihoda added, “Upselling is a dirty word. This is not upselling. It’s helping. And when clients feel helped, they come back—again and again.”

Value-added services

All 30 services don’t need to launch at once, the team emphasized. Start with one or two, such as offering a plug-in purifier and a dehumidifier. Businesses could also learn how to do crawl space inspections.

“Every service leads to the next,” Kay said. “And you’re never pushing. You’re just guiding. That’s the magic.”

The big picture

With IAQ now a leading health concern—and a growing topic in consumer media—cleaning contractors have a timely, vital opportunity.

“We are the Indoor Generation,” Robinson said. “We spend 90% of our lives indoors. If we can’t breathe easy there, where can we?”

For cleaning companies, the answer is clear. By aligning your services with health, comfort, and air quality, you’re not only building a better business—you’re making life better for every customer you serve.

The post A Breath of Fresh Revenue appeared first on Cleanfax.

As of Wednesday, the Palisades Fire has already burned through nearly 16,000 acres, followed by the Eaton Fire with 10,600 acres and the Hurst with 505 acres, according to Cal Fire. An estimated 1,000 structures have been destroyed due to the Palisades Fire alone. Additionally, Los Angeles County Fire Chief Anthony C. Marrone reported a high number of “significant injuries to residents who did not evacuate,” in addition to injuries among first responders on the fire line.

Also on Wednesday, two deaths were reported along with several significant injuries due to the Eaton Fire. More than 100 structures have been destroyed. More than 500 personnel are assigned to the Eaton Fire.

On Wednesday, Los Angeles air wasĚýĚýaccording to AirNow, a government-run site on air quality data. On Tuesday, the Los Angeles Department of Public Health releasedĚý, stating smoke impact from the Palisades Wildfire had caused unhealthy air quality in Los Angeles County, particularly its northwest coastal area.

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Cleaning and restoration highlights fromĚýthe Authority Brands portfolio of 2024 include:

• Ěýsecured five new agreements in territories such asĚýPalm City, Florida;ĚýFrankfort, Illinois;ĚýCharlotte, North Carolina;ĚýWoodcliff Lake, New Jersey; andĚýToledo, Ohio.
• Ěýwelcomed new franchisees to grow the company’s presence in eight territories, includingĚýLeeds, Alabama;ĚýParker, Colorado;ĚýPrairieville, Louisiana;ĚýSaint Charles, Michigan;ĚýGreenville, South Carolina; andĚýWebster, Texas.

In addition to these growth efforts, Authority Brands’ group purchasing organization,ĚýĚýcelebrated the launch ofĚý, a platform that provides both payment processing solutions and consumer financing options to home service businesses. OfferedĚýin conjunction with technology partners and financial institutions, BuyFin Consumer Financing helps contractors close more jobs while increasing average ticket size. The platform’s Payment Processing tool enables payments to go through faster with competitive processing rates and best-in-class technology from third-party partners.

“To keep up with the increasing demand for home services, our extensive network of home service brands have been expanding across new communities and with franchisees–both experienced and new to the industry—that share the same values as our teams,” saidĚýJordan Wilson, Authority Brands senior vice president of franchise development. “Reflecting on two monumental quarters already this year, our team is looking forward to the next half of 2024 filled with more deal signings, scalable growth, and continued expansion of our already incredible family of franchise owners across all of our home service brands.”

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“The resurgence of the #MeToo movement in 2017 raised to our collective consciousness about just how pervasive gender-based violence and harassment is in our communities, including in our places of work,”Ěýsaid Wendy Chun-Hoon, Women’s Bureau director. “Today’s summit will focus on the importance of identifying, responding to, and preventing gender-based violence and harassment in the world of work in order to create safe and healthy workplaces for all workers. … But today’s summit is just the beginning.ĚýWe need widespread change in order to prevent and address gender-based violence and harassment in our places of work.”

Panelists discussed how the National Plan to End Gender-Based Violence and principles fromĚýĚýcan provide a framework for preventing and addressing gender-based violence and harassment in the U.S.; how gender-based violence and harassment is a safety and health issue; and how worker-led movements are key to helping to eliminate gender-based violence and harassment.

A video of the summit can be viewed below.

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The cornerstone of our franchise model lies in empowering restoration owners to expand their service offerings and enhance their revenue streams. By buying a 1-Tom-Plumber franchise, restoration owners can seamlessly integrate plumbing services into their sales portfolio, thereby bolstering their capabilities and profitability.

Our unique proposition lies in our ability to amplify water damage leads for restoration owners without the burden of exorbitant referral fees or reliance on Third Party Administrator (TPA) programs. With 1-Tom-Plumber, restoration owners can access a steady stream of commercial water damage projects, ranging from large property management companies to multifamily housing, universities, hospitals, senior living facilities, restaurants, and beyond.

What sets us apart is our professional brand image, our extensive hands-on training program, on-going support and our in-house digital marketing commitment. While we are still young and have only been franchising for three years, our Cincinnati location has been operational for six years, serving as a testament to our enduring success and unwavering commitment to excellence.

At present, 1-Tom-Plumber boasts 75 signed franchises, with 34 currently in operation and another 18 scheduled to open this year. Our rapid expansion and industry accolades, including being awarded the title of the fastest-growing business in Cincinnati, underscore the unparalleled growth potential and market demand for our franchise model.

We invite restoration owners who aspire to diversify their service offerings, get more commercial water damage business, reduce dependency on TPAs, and unlock new avenues of profitability to join the 1-Tom-Plumber family. With our comprehensive support system, extensive network, and proven business model, we are poised to revolutionize the service plumbing industry one franchise at a time.

For more information about the 1-Tom-Plumber franchise opportunity, please contact Leah Hanlon at (513) 888-7186 or leah@1tomplumber.com.

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The contents portion of a claim is not always something that restoration contractors look forward to—and for good reason. Few of us in the restoration industry call ourselves contents restoration experts to begin with. Fortunately, the number of contents specialists is growing. In this article, we discuss how to prepare for a contents claim and why reaching out to a specialty subcontractor is the best call to make in order to keep your contents safe and your customers happy.

The things I’ve seen on contents claims

I have seen it with my own eyes. When working in apartment complexes with damage to multiple units, you sometimes come across other companies handling claims for their clients. The times that I have been on those losses were always because someone made the choice to outsource the contents to a company that I worked for. What I witnessed from restoration contractors who didn’t make that call and did in-house work instead is why the industry has seen an emergence of standalone contents restoration companies.

Every so often, I catch wind of a job that one of our franchisees is a part of, and they’re helping correct the same mistakes. Typically, a non-specialized restoration company finds that they are in over their heads with the amount of contents impacted by the loss, and that company needs to get out of this situation. When this happens, I know at least two things were not done correctly: inventory and packing.

Three common contents mistakes

Below are just a few of the most common mistakes I see companies make when looking to do in-house contents.

Selecting the right box can make all the difference on a packout.

Mistake #1: There is no inventory Ěý

People own a lot of stuff, and when there is no formal, systematic process to inventory all those belongings after a property loss, it becomes overwhelming very quickly. Having the proper technology and system(s) to inventory all impacted contents makes the pack-out process less daunting and ensures no contents will be forgotten or misplaced at any point along the way.

Mistake #2: The company packing out the job the first time used the biggest boxes they had

This is probably the single biggest rookie mistake we see as contents specialists. People see a large box and think, “Perfect! I’ll put as many things as I can in here!”Âť What they don’t realize is that the payload of a large box is not much different than the payload on a small box.

The construction of a box is made of a single-ply carton, regardless of cubic size. The heavier the contents of a box, the less stable the larger boxes become. If your boxes become unstable, damage to contents becomes inevitable—and unhappy customers can be detrimental to business.

Mistake #3: No contents padding or protection

A third common mistake—and my personal favorite of the “we do contents in-house”Âť hallmarks—is when I see hard furniture covered in only stretch wrap. What exactly is going on here?

There is no padding around any of the furniture, and a thin plastic film covering is the only means of protection. Instead, they should have been utilizing furniture blankets, which

Furniture pads are used to protect hard furniture from the packout to the packback.

are used to absorb bumps and keep furniture from scratching while it’s being moved from place to place.

The furniture blanket is a basic investment. It can be frequently washed and re-used over and over again in both pack-outs and pack-backs. Restoration companies tend to accumulate more blankets as they do more contents work. Having a lot of blankets is a sign that you are doing something right.

What makes a contents company different?

Despite these common mistakes, there are several full-service restoration companies that make the necessary investment to do contents the right way (Spoiler alert: this investment involves more than just furniture blankets). Three key criteria that make for a good contents restoration company are space, storage, and staff.

Key criteria #1: Space

The first critical component to a successful contents restoration operation is having a location that is secure and accessible to relocate the entirety of not just one single-family home, but many. The warehouse area that contents specialists typically retains should have more than 10,000 square feet of storage space. That being said, having a large warehouse alone will not ensure the best outcome for customers—which brings us to the second differentiator for contents specialists.

Key criteria #2: Storage

Ideally, storage vaults are also used within the warehouse space to separate jobs, and, when possible, those vaults are double stacked. I have seen firsthand companies that relied on industrial shelving as the only method of storing and separating contents. This may not seem like such a violation of common sense given that all big box stores operate in that fashion. The differences, however, are significant.

At a big box home center, the inventory stored is typically re-stocked with the same or similar items. At a big box food and home goods warehouse store, the products are separated by category, and re-stocks are timed with sales expectations. Not to mention that all items are new and packaged for retail. None of this is true for contents restoration jobs.

Chaos ensues when contents are not properly stored. In the likely event that the contents may have been inventoried but not scanned to a location, the warehouse manager spends their time looking through aisles like a married man looking for coconut milk at the grocery store for his wife (we’ll find it one day, fellas).

Even if the inventory system allows someone to pinpoint the location of a box or item on a shelf, once removed, the space becomes occupied by another box or item as space is limited. When the original item is sent back to be stored after cleaning, it will likely be placed back on a rack. However, it may be too close to other jobs at that point. Co-mingling of jobs and cross-contamination becomes an issue in these situations.

Storage vaults are the solution to these problems, which is why they’re integral to the success of contents specialists. Storage vaults are dedicated to single claims and never co-mingled. When paired with advanced inventory software, this is a major boost to the clients’ level of confidence that the contents job and their cherished belongings are safe from being mixed up or lost.

Key criteria #3: Staff

Another critical difference that separates standalone contents companies from those who occasionally partake in the practice is the staff. A regular mitigation company that goes from handling contents solely when responding to a loss all the way to doing a full contents pack-out is not likely to have a team that is properly trained or prepared for such an undertaking. Therefore, as mentioned before, you run into common mistakes: boxes are overstuffed and generically labeled, furniture is stretch wrapped but not padded, and breakage becomes a “Ëśwhen,’ not “Ëśif’ scenario.

Companies specializing in contents restoration, however, have dedicated pack-out (and pack-back) crews who are specifically trained on how to inventory contents, separate items by material type, wrap and load breakables, and more.

A staff trained on contents restoration translates into better customer satisfaction.

Just like any other outstanding property restoration company, a good contents restoration company also focuses on staff training as a constant and never-ending function of the business. It is critical for contents providers to continually build and refine their technical and business experience. In this way, they ensure that they have specialists who can make accurate assessments of damage, communicate clearly with clients, and deliver on expectations. This not only does wonders for the comfort level of the insured, but it also gives the referring party high marks for avoiding the common stumbling blocks of a contents claim.

Great partnerships

The case has been made for contents to be considered a specialty service not just by myself, but by the many specialty sub-contractors that have made the investments in warehouse space, storage, training, and staffing.

If you are looking to partner with a contents company here are two things to look for:

1 | Visit their warehouse

Examine the organization and cleanliness of the space. Most of the contents-only business owners that I know take great pride in how organized their space is.

2 | Inquire on the type of inventory software used

Adequate inventory software almost guarantees that the pack-back will be a pleasant experience for the customer as well as the team returning the contents. When used correctly, inventory software allows the contents company to create an accurate inventory of boxed items and single items as the job progresses.

Items and boxes are then scanned to the company’s warehouse where they can be moved and processed while maintaining a clear chain of custody. When the job is complete and contents are ready to be delivered back to the property, the team moving the contents back in has certainty that they are returning everything they promised to return.

The best reason to partner with a contents restoration expert is to free up your resources and focus on what you do best. Ěý When you let qualified contents companies handle the contents portion of a property restoration loss, you take the pressure away from your staff, and you’re able to take on more work that you specialize in. You’ll be able to take on jobs without hesitation, knowing that the contents company that you hire will have your back when you need them. In this way, your contents company will effectively keep you out of the “Ëścontents quicksand,’ and making your customers happy when they return home as well.

David Gavilanes has worked his way up through the industry as a contents Ěýtechnician, manager, magazine editor, and director of the Real Contents Training company. Today, Gavilanes oversees the Blue Kangaroo Packoutz Ěýtraining academy as their Training Development Leader and works directly with the BKP franchisees as their Regional Business Coach. ĚýYou can reach Gavilanes via his website at . Ěý

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In the carpet cleaning industry, pet owners make up a large part of the clientele base that companies work with daily. With 67% of American households owning a family pet, the need for pet odor elimination services is immense—and it’s not just cat and dog owners who need help. Bunnies, ferrets, guinea pigs, farm animals, and even horses are all pets that can be found in homes across America with carpet practically begging to be cleaned thoroughly and cost-effectively. But how can carpet cleaning companies provide these services in a manner that benefits customers while turning a profit? This is what we at Cleanfax sought to answer by turning to the best and brightest in the pet odor market for a closer look at strategies and cost evaluations that just work.

In this carpet cleaning feature, John Clendenning, Dusty Roberts, Mark Saiger, and Ryan Snook all share their thoughts on how to best market these pet odor projects for business success.

The pet odor dilemma—A ‘cash cow’ for those that get it

Offering pet odor removal services can be a very lucrative decision for a carpet cleaning company—if executed effectively.

According to Dusty Roberts, team leader and president at Luv.a.rug Services Inc., “We have seen a 78% increase in our revenue since we have absolutely mastered our guaranteed pet odor control service.”

Mark Saiger, owner of Saiger Steam Clean, LLC. in Grand Rapids, Minnesota, shared how his team earns daily from pet odor elimination jobs: “Today alone, we probably already had three pet issue cleanings. Every day you look on the schedule, there’s pet issue project after pet issue project. That is one of the things that we see quite a bit, especially during the hot summer months when it’s humid. The urine salts activate and become very aromatic in all the worst ways. So, it’s definitely a valuable add-on service for carpet cleaners if they do it correctly.”

John Clendenning, founder and CEO of Carpet Cleaner Marketing Masters, agrees: “Urine odor removal adds on average 20% directly to annual revenue as a specialty sub-service and provides a sizable bump to the average job revenue.” He goes on to add that marketing to pet owners in general is a good idea because even beyond odor issues, they tend to require carpet cleaning services more often. “The lifetime value of a pet odor removal customer (i.e. pet owner) is significantly higher than the average non-pet-owner customer, so targeting this crowd can bring long-term success to a carpet cleaner beyond just the one-time service.”

Although these testimonies are reason enough to consider incorporating pet odor removal services into your business plan, the market itself has even more enticement. According to Pet Litter, Clean-Up, and Odor Control: U.S. Market Trends and Opportunities, 2nd Edition, “U.S. retail sales of pet clean-up and odor-control products reached more than $4 billion in 2019, up from $3.5 billion in 2014, resulting in a 3.4% compound annual growth rate (CAGR) for the period.” The same study also forecasted that the pet clean-up and odor-control product market will approach $5 billion by 2024 due to the way in which consumers operate nowadays. Not only are most millennial consumers living in rented homes that must remain clean and stain-free, but they also think of their pets as family members more than any other generation before them. This means that they are willing to pay any price to ensure their rental stays clean and their pets do not become an issue for landlords.

It’s no secret that the usual pet odor removal products found at retail stores tend to only deal with surface-level odor and stains. This is where carpet cleaners have a clear opportunity to stand out by offering a professional solution to a common problem.

As with any business add-on, it takes time to develop the right marketing, pricing, audience, and team for the job. For companies ready to take the plunge, our experts outline five key factors to implement a successful pet odor removal program.

5 key principles to a strong pet odor elimination service strategy

1 | IICRC certification

As Ryan Snook of Carpet Recovery Northwest says, “The first step is to get some training through an IICRC-certified instructor before taking on any jobs.” For your customers, a certified team is one that they feel they can trust. Your customers value training and certification.

Since many companies don’t work to certify their team, this will help you to stand out online from the start. You can also use your certification for advertisements, on your website and social media, and during prospect calls to ensure your team’s experience and value.

There are two IICRC certifications that specifically apply to carpet cleaning: Commercial Carpet Maintenance Technician certification and Carpet Cleaning Technician certification. Keep in mind that being certified as a business owner isn’t enough to convince prospective clients of your company’s experience and skill. Rather, having your entire team trained and certified is the best way to guarantee your value and showcase your dedication to your industry and customers alike.

2 | Customer education

As Clendenning puts it, “Customer education is the #1 most important thing.” Customer education ensures your clients understand the difficulty of odor removal, which helps to set reasonable expectations about both the costs and success rate of such services. “Having extensive knowledge of the science behind urine odor and proper mitigation techniques and having consumer-friendly resources, such as handouts and videos, goes a long way in setting the proper expectations and helps to counter any misinformation the customer may have received online or from other unskilled cleaners they have called,” Clendenning explains.

For Saiger, customer education starts by notifying clients of this additional service and fee during standard carpet cleaning project calls. “We’re a little bit different where we actually don’t do direct marketing on pet stain and odor removal services. But, as a person calls to book with us, we always ask them if there are issues of that nature because we are an all-inclusive pricing company. We charge a pretty high-end price but let them know there is a specialty service that takes care of pet problems for an additional fee. That has helped us to grow that service exponentially.”

When communicating with customers, our experts add that it’s important to consider carefully what you can guarantee so that you don’t over-promise and under-deliver. This could be the difference between positive online reviews and legal battles. “I start every pet odor job by setting expectations and explaining that I can’t guarantee complete removal,” Snook explains. “We use a UV light to show my clients the pet stains, most of which they had no idea about. We also use a hydroshark moisture meter to show clients that urine stains are damp sometimes months after contamination.”

On the other hand, Dusty Roberts, owner of Luv-A-Rug Services, believes confidence in your team and end results is crucial to standing out from others in the industry, “We actually offer a very bold guarantee. We literally guarantee that people can stick their nose right in the rug and they will smell nothing—absolutely neutral.” If you can deliver on a bold guarantee like this, Roberts advises to embrace your confidence in your team and communicate these strengths to your customers.

Having said this, the key is balance. Take pride in what you can deliver while being careful to inform clients of the variables that can lead to different outcomes.

3 | Packages and pricing plans

With a wide array of budgets and expectations from the average carpet cleaning customer, having a base rate that increases depending on different package options is one of the best methods to ensure your services are affordable for every prospect.

As Clendenning explains, a three-tier pricing plan is a great solution: “I think it is important to provide options. Not everyone can afford full remediation, especially when the problem turns out to be more severe than they expected.Ă‚Ěý Having three different packages works well:

1. A more topical odor knockdown and odor encapsulation to treat the entire room in a general manner (works well for wet dog smell in the carpet as well) with no guarantee given, but the price is much lower.
2. A second package where the known and discovered urine spots are rinsed and then treated from the surface which would entail more time and materials and thus, a higher price. This option would come with a modest 30 to 60-day guarantee that would provide for retreatment of the urine removal product and only charge for the solution cost, not the labor.
3. A full remediation where the carpet is lifted, subfloor treated and sealed, underpad replaced, carpet rinsed thoroughly and treated, and drying equipment installed. This service option is much more expensive but comes with a 100% odor removal guarantee.”

To break down additional costs and the value behind the work being done, you must also be able to communicate why you charge what you do and how other variables may increase that base rate. For this, your product usage and service value are the best ways to showcase why your pricing is still cost-effective in comparison to other companies in your area.

Saiger’s Steam Clean showcases the difference in a customer’s carpet on Facebook after a pet stain removal project.

As Saiger explains, “We start at a certain rate and we base that off of how much product we feel we’re going to use to do the full job. We tell our customers it does take additional types of specialty products and it takes additional time so it’s not just your standard carpet cleaning. We also explain the time issue regarding these products. Our tech will have to wait around for the products to activate and penetrate. Hopefully, there’s other areas in the home we can be cleaning while we’re giving that bacteria enzyme some time to work, but sometimes it’s a waiting game while the tech just sits out in the van waiting for the product to be more effective and lead to positive results for our clients.”

Similarly, Snook has found that showing the client the damage they can’t visually detect is a great way to prove the worth of your services: “I easily add $200 to most cleaning jobs by incorporating pet odor removal. If you do a visual inspection and show clients the stains that are not visible to the naked eye, this will show your customers why they should do it the right way. Training for your team also helps when explaining why we charge what we charge.”

Roberts believes the guarantee they make is enough to charge what they see fit without having to explain the value behind it: “We do charge usually double for our guaranteed “pet lover” wash. Our bold guarantee is that the customer will fall in love with their rug all over again. If we fail, we are prepared to give the client a 100% no-quibble refund. No client has ever asked for a refund in the last 8 years since we have absolutely mastered pet odor removal.”

Still, it is highly important that you see the job site before guaranteeing any price as, unfortunately, not every customer knows how serious the damage is or how much work may need to be done.

4 | A communicative, honest, and professional team

While a fair price and customer education will get prospects in the door, the key to retaining them is a communicative, honest, and professional team. Having your team certified by IICRC is a great first step, but as Roberts claims, a mastery of odor control and a dedication to doing the job right is what satisfies customers and makes your team stand out. “You must absolutely master odor control first and then offer a very bold guarantee. Do not fall prey to soap salesmen as I can boldly say that the secret to mastering pet odor control does not come in a bottle,” Roberts explains. “In fact, the majority of these ‘miracle’ products offered to our industry will damage your clients’ rugs and carpet while masking the scent with citrus and other strong scents instead. You have to be able to trust your team to do things the right way and impress your customers in ways these ‘snake oil salesmen’ never have.”

Similarly, as Clendenning explains, taking the time to communicate and show the problem to your clients is how you retain them and stand out in their mind as a professional and honest team: “Sixty percent of the population has a pet in the home, so a good number of your customers are going to need pet odor removal services. If you can explain to them why this is a service they need, use the black lights to show them the problems, and be upfront with them, even if they don’t buy this time, they’re bound to be your client for life. It’s all about doing your job properly and showing them exactly what that means. With the right team on your side, a pet urine removal acquisition can take a regular carpet cleaning job from $400 up to $900 with ease. Many days, our trucks come back with the technicians talking about how they turned small jobs into $1200 jobs solely because the customer needed pet odor services and our team showed them that in a transparent and considerate way.”

With this in mind, take the time to hire honest and professional team members, train them effectively, and work with them to ensure they are being compassionate and transparent with your customers whether it leads to a bigger sale or not.

5 | Effective marketing

As most business leaders are aware, having a great team and excellent prices means nothing without engagement and visibility. If no one knows your company exists because of poor marketing strategies on your end, all the other principles will have been implemented in vain.

Our experts agree that social media, Google ads, TV, radio, and print marketing are all useful when done effectively. On top of this, having great reviews and referrals is another way to build upon your customer base simply through your company’s local image and experience.

One of the most important parts to these marketing campaigns is the messaging. As Roberts says, “It is our job as professionals to communicate to your client that regular washing does not guarantee removal of all odors. All we have to do is properly inspect our clients’ rugs for pet contamination issues and then communicate to them that the rug needs our guaranteed pet decontamination wash. Then, our print, radio, Google ads, and websites all boldly offer our guaranteed pet decontamination service to show our belief in our service and team.”

Clendenning elaborates on this concept by saying that case studies can also showcase your communication and messaging as a brand: “I have found using case studies of real customers, showing the actual ‘before and after’ images, and including the customers’ testimonials or reviews is highly effective. We then promote that post out as a Facebook and Instagram ad to the local community, and simply ask the viewer to comment on the post to get a $50-Off coupon. Google Ads can work as well but comes at a bit higher cost per lead.”

Clendenning also shared that outreaching to local veterinarians and pet stores is a great way to cross-promote with other business owners and attract the right audience in other places they likely visit. But, overall, he recommends that brands simply mention their services everywhere to become known as the best pet odor removal specialists in their area.

Snook adds that networking and having a great reputation has made an impact on his marketing strategies: “I would say that 30% or more of my business comes from Facebook. However, BNI networking group has also been a great referral source for my company and I highly suggest joining a local chapter.

My company has more 5-star Google reviews than any other company in my whole county and that has been terrific for marketing. I learned early on that if you show up on time, set clear expectations, and have integrity when something goes wrong, people will tell everyone they know about your brand without any incentive or discount
offered.”

Creating strong ads that focus on transparency, building company cross-promotion relationships, and using your past clients’ experiences to your benefit is how you can transform your marketing into an effective tool for customer acquisition moving forward.

Developing your own pet odor elimination service plan

Although adding any new service to your company’s structure is sure to be a serious undertaking, with the right plan and dedicated team, you can easily stand out from the crowd and assure your place as ‘best in show’ in no time. Thanks to the experience and insights shared from these industry leaders, the strategy to create the ‘purrfect’ pet odor removal service is clear. It’s time you ‘unleash’ your company’s full potential and start raking in the ‘big bones’ as the new year rapidly approaches.

Watch the full video interview below:

Sources:

Samantha Hager is the associate editor of Cleanfax. You can reach her at samanthah@issa.com.

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The U.S. Centers for Disease Control and Prevention (CDC) has traditionally held that floors—in most situations—are “non-critical” surfaces when it comes to stopping the spread of infection.Ěý As a carpet cleaning company owner, it’s obvious that this is far from the truth. To learn how respiratory droplets can harm your customers and how to mitigate the health risks related to them, check out the full article on 91ĘÓƵ today!ĚýĚý

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To learn more about carpet cleaning, respiratory droplet patterns, and the health risks that are associated with improper cleaning processes, be sure to check out °ä±ô±đ˛ą˛Ô´Ú˛ąłć’s article The Impact of Floors on Indoor Air Quality and Health as well. This feature article from the May/June Issue of Cleanfax explains exactly why proper floor cleaning is essential to preserve the health and safety of the masses.Ěý

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Indoor air quality (IAQ) is extremely important for productivity and occupant health in any industrial, commercial, or residential property, and it has become even more important in the era of SARS-CoV-2 (the virus that causes COVID-19). HVAC air conveyance systems, with associated ductwork and ductless mini-split systems, provide acceptable indoor air quality atmospheres, but to operate effectively they must be inspected, maintained, and cleaned on a routine schedule, including replacing filters and cleaning ductwork interiors. HVAC system maintenance also helps the system to run more efficiently, therefore saving operating costs.

Air conveyance systems filter out dust, particulates, volatile organic compounds (VOCs), mold spores, bacteria, and viruses, as well as lower humidity levels by removing moisture. Unfortunately, dust, particulates, VOCs, mold spores, bacteria, and viruses—including SARS-CoV-2—can accumulate on the interior surfaces of HVAC systems and ductwork. Without proper system maintenance, this accumulated mass of debris can then become aerosolized and transmitted through air currents, worsening IAQ.

SARS-CoV-2 and airflow research

Regarding the SARS-CoV-2 virus, a study has shown that a human sneeze or cough can disperse smaller droplet nuclei into air currents up to 12 feet away and linger in the air for more than one minute.1 Another study confirmed that a burst from a person’s mouth at nearly a hundred miles an hour can travel as far as 27 feet.2 The airborne virus droplets can then make their way into a building’s HVAC system, where they will continue to circulate.

A ducted HVAC system creates air currents, which can likely carry smaller viral particles even farther. According to Chinese health officials, when the COVID-19 pandemic first started, 10 people from three families eating in a Guangzhou, China, restaurant became infected. Aerosolized droplet transmission was prompted by air-conditioned ventilation. Researchers reviewed a video from the restaurant and saw many of these patrons were more than six feet apart from one another, suggesting that the virus followed the airflow, traveling through the air.3

An ongoing study of environmental contamination obtained surface and air samples in two Nebraska Biocontainment Units (NBUs) and nine residential isolation rooms housing individuals who tested positive for COVID-19. The room surfaces that were tested included ventilation grates, tabletops, and window ledges. Virus samples with the highest concentration were recovered from an air handling grate in the NBU, suggesting that airborne droplets were drawn into the HVAC system.

A recent study of SARS-CoV-2 stability indicates that infectious aerosol may persist for several hours and on surfaces for as long as two days. The most prolonged viability of viruses was on stainless steel and plastic. The estimated median half-life of SARS-CoV-2 was approximately 5.6 hours on stainless steel and 6.8 hours on plastic.5 In conjunction, influenza viruses can spread through the air on dust, fibers, and other microscopic particles, according to new research from the University of California, Davis, and the Icahn School of Medicine at Mt. Sinai.6

Contaminant buildup

Although ductwork interiors can be made of smooth metal, fine dust can collect on air duct surfaces, vents, motors, and coils. Flakes of dead skin, hair, and pet dander catch onto the dust, and before long, this process creates a dense, mat-like environment where viruses, bacteria, mold, dust mites, and allergens can flourish.

HVAC filter with particulate. Image courtesy of Jon A. Barrett.

Dust adheres to surfaces and attracts other contaminants due to the force generated by static electricity, which is known as “Coulomb force.”7 For instance, when dust is carried on air currents created by air conditioning and similar devices, the dust takes on a positive or negative static electric charge due to contact with various objects. Additionally, when sources of dust (mainly people and clothing) are electrically charged, the dust that is generated from these sources is electrically charged as well.

Dust with a positive electric charge will be attracted to objects with a negative electric charge and vice versa. The more dust is in the air, the more considerable the amount of dust that clings to objects within the room, including air vents. Also, ductwork return airstreams contain levels of humidity and moisture that adhere to the ductwork interior and capture dust particulate.

HVAC air filters might help in capturing some viral particles and dust particulates. A high-efficiency particulate air (HEPA) filter effectively removes small particles—99.7 percent of particles as small as 0.3 microns. A minimum efficiency reporting value (MERV) filter removes larger particles, 0.3 microns to 10 microns. A MERV filter rated 17 or higher is considered HEPA-like in efficiency; however, most commercial buildings have MERV filters rated 12 or lower. Unfortunately, a coronavirus particle is about 0.1 microns and cannot be viewed with human eyesight, so there’s no guarantee that a HEPA filter would stop viral particles and dust particulates from traveling through the HVAC system.

Current standard air handling units in HVAC systems circulate up to 80-90% of the air in regular systems during peak-load conditions, such as winter and summer, when outdoor ventilation airflow is set at the minimum percentage to save energy. Standard filtration units in HVAC systems cannot remove the virus within an airstream effectively. Thus, the HVAC system has become a central point of contact to spread the virus by recirculating contaminated air into indoor spaces.

Based on the studies and information, proper HVAC system maintenance, including inspection; testing; surface and air sampling; cleaning; and disinfecting air conveyance systems and ductwork, can help prevent the transmission of COVID-19.

Course of action

The following is a list of HVAC system maintenance and disinfecting best practices that are especially important during the current pandemic:

1. Review HVAC air conveyance systems and associated ductwork drawings and diagrams.
2. While donning proper PPE, perform a visual inspection of the exterior and interior of the HVAC air conveyance systems and associated ductwork, registers/vents, motors, coils, and filters. Use a video borescope camera if necessary and take digital pictures. Document and log any observations, even if the ductwork “looks clean.”
3. Test and inspect for any air leakage, VOCs, particulates, and duct metal seam issues.
4. Perform pre- and post-surface swab sampling of the HVAC air conveyance systems and associated ductwork, registers/vents, motors, coils, and filters. The pre-surface swab sampling may identify any hazardous substances and hazardous particulates.
5. Perform pre- and post-air sampling of the project area. Performing these samplings will help identify and isolate specific systems and affected areas, along with identifying any hazardous substances and/or particulates.
6. Use environmental controls and infection control risk assessment protocols to contain and isolate the cleaning and disinfecting project. This includes setting up HEPA air scrubbers, negative air machines, and containment barriers while using a particulate counter and air pressure monitor.
7. Ultra-low volume fogging using a non-acidic, non-chlorine-based Environmental Protection Agency (EPA)-registered virucide, biocide, and fungicide disinfectant can be implemented outside and inside ductwork, on registers/vents, motors, coils, and the entire project area to inactivate any viral aerosols. For efficacy, allow a minimum of a 10-minute dwell time or the dwell time per the virucide label.
8. Clean the interior ductwork surfaces from larger dust and particulates using HEPA vacuuming, rotobrushing, air whipping, and mechanical cleaning. Interior fiberglass-lined ductwork requires specialized attention and cleaning to prevent fiber damage and release. Visually inspect to prevent recontamination.
9. On metal interior ductwork, registers/vents, motors, and coils, clean and disinfect using a non-acidic, non-chlorine-based, EPA-registered virucide, biocide, and fungicide disinfectant. For efficacy, allow a minimum of a 10-minute dwell time or the dwell time per the virucide label.
10. Replace and install new HEPA filters. Ductless mini-split systems may have a washable filter. It is best to HEPA vacuum the air conveyance unit and disinfect the washable filter often with an EPA registered virucide, biocide, and fungicide disinfectant. For efficacy, allow a minimum of a 10-minute dwell time or the dwell time per the virucide label.

As mentioned, it’s important for an HVAC system to be inspected, maintained, and cleaned on a routine schedule. If thorough HVAC system maintenance is performed, an air conveyance system will operate more efficiently, provide a healthier indoor air environment, and save costs over time.

Resources:

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Jon A. Barrett is the marketing manager of SERVPRO of Blackwood and Gloucester Township, NJ. He has more than 30 years of remediation and restoration cleaning experience across multiple sectors. Barrett has certifications from OSHA, EPA, IICRC, and ABRA, among others.

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