List of Objectives - Day One

ORIENTATION OBJECTIVES:

At the End of This Session Participants will be Able to:

Operations:

1. Explain the Professional Carpet Systems Vision & Philosophy.
2. List Expectations for the Professional Carpet Systems Franchise.
3. Describe the Professional Carpet Systems Code of Conduct.
4. Define Current Perceptions of the Carpet Cleaning Industry.
5. List Their Expectations for the Training Program..

Equipment Overview Objectives:

1. Identify Professional Carpet Systems Equipment and Their Basic Applications.
1. Assess Major Differences Between PCS & Competition's Equipment.
2. Explain Rationale for Equipment Choices.

Carpet Cleaning:

1. List the Three Requirements to Achieve the Total Carpet Care.
1. Effectively Identify Types of Fibers and Describe the Basics of Carpet Composition.
2. Explain Proper and Improper Carpet Installations.

1. ORIENTATION
   1. Vision
   2. Philosophy
   3. Code of Conduct
   4. Setting Expectations for Learning Experience
   5. Review Agenda
   6. Student Expectations?
      1. Current Perception of the Carpet Cleaning Business
      2. Carpet Cleaning Paradigm
2. EQUIPMENT OVERVIEW (break up in small groups)
   1. Familiarize
   2. Differentiate from Competition
   3. Explain Rationale for Equipment Choices
      1. List of Equipment to be Covered in Overview
         1. Van
            1. Exterior
               1. Color
               2. Decal
               3. Access Port
            2. Interior
               1. Organizational Systems
               2. Built in Equipment
      2. PowerMaster™
         1. Van Power Source
         2. Portable Power Source
         3. Speed Dryers
         4. Tools & Accessories
      3. Safety Items
      1. Cleaning Solutions
      2. Water Restoration Equipment
         1. Speed Dryers
         2. Dehumidifier
         3. Wall Drying Accessories
         4. Tools & Accessories
      3. Miscellaneous Equipment
3. CARPET CLEANING
   1. The Three Basic Requirements of Total Carpet Care
   2. Carpet Fiber and Construction
   3. Understanding Impact of Proper/Improper Installation
4. PRACTICAL APPLICATION OF POWERMASTER(©) SYSTEM

List of Objectives - Day Two

Carpet Cleaning Objectives

At the End of This Session Participants will be Able to:

1. Demonstrate and Apply the Fundamentals of Carpet Cleaning.
1. Describe the Various Methods of Carpet Cleaning & Their Associated Advantages & Disadvantages.
2. Identify Methods of Spot Removal.
3. Define their Limitations.
4. Differentiate Between Spots and Stains.
5. Properly Set Customer Expectation Levels.
6. List Principles of Spot & Stain Removal.
7. Explain Use of Spot Removal Tools.

1. CARPET CLEANING
   1. Fundamentals of Cleaning
   2. Requirements of a Total Care Program
   3. Spot Removal
2. REVIEW OF CARPET CLEANING
3. IICRC ASSESSMENT (Successful completion of the IICRC assessment will enable each participant to be certified as an IICRC Carpet Cleaner.)

List of Objectives - Day Three

Carpet Dyeing Objectives:

When the students finish this portion of the class they should be able to explain the relationship of colors and how they react to each other. How to apply this information to dyeing carpet. They should thoroughly understand how to use the different dyeing tools that are available, what carpets can and cannot be dyed and the processes to use to successfully dye carpet.

I. DYEING CARPETS

1. Origin and History of Dyes
2. Types of Dyes, Pigments and Finishes and their properties
3. Review of Fiber Identification and Importance
4. Types of Carpet Construction as they relate to Carpet Dyeing
5. Light and Color Theory
6. Reasons for Color Change and Color Loss and How to Identify Them
7. Color Repair Procedures for Fading, Bleach Spots, Pet Stains, Kool-Aid, Side-match Problems and General Color Loss Over Large Areas
8. Special Problems Related to Color Repair Services
9. Special Dyes, Chemicals, and Tools
10. Safety Precautions Required

II. PRACTICAL APPLICATION (HANDS ON)

List of Objectives - Day Four

Hands on Carpet Cleaning & Dyeing Objectives

After this day the individuals should have a better understanding of how to apply the techniques learned during the previous three days.

I. ON THE TRUCK ALL DAY

List of Objectives - Day Five

Upholstery Cleaning Objectives

At the end of this session participants will be able to:

1. List the specific soils related to upholstery.
1. Know the upholstery cleaning principles and solutions.
2. Understand inspection and testing processes.
3. Know cleaning methods and procedures.

1. UPHOLSTERY CLEANING
   1. Soils Specific to Upholstery
   2. Fabric Review
   3. Upholstery Cleaning Principles
   4. Upholstery Cleaning Solutions
   5. Understanding Inspection & Testing Process
   6. Cleaning Methods & Procedures
   7. Post Cleaning Applications
   8. Review & Evaluation
2. PRACTICAL APPLICATION (HANDS ON)

List of Objectives - Day Five (continued)

Carpet Repair and Reinstallation Objectives

Following this session the students will have a working understanding of how carpet is laid, the problems that are common to carpet installations and how to correct them. Along with this the participants will learn how to accomplish simple repairs and the reinstallation of removed carpet.

1. CARPET REPAIR AND REINSTALLATION
   1. Types of Installation
      1. Tackless
      2. Direct Glue
      3. Tiles
   2. Tools and Materials
   3. Seam Making
   4. Installation of Carpet
   5. How to Cut Seam for Reinstallation
   6. Repair Procedures
   7. When to Say NO!
2. HANDS ON PRACTICE

List of Objectives - Day Six

Computer System Objectives

At the End of This Session Participants will be Able to:

1. Install Hardware & Software.
1. Setup Files.
2. Enter Customer Information.
3. Create Work Orders.
4. Schedule Appointments.
5. Bill and Accept Payments.
6. Customer Follow-up Memorandum.
7. Perform a Sales Analysis.
8. Track Prospective Leads.
9. Backup Data Files.

1. COMPUTER TRAINING
   1. CBOSS Operations
      1. Software Set-Up
      2. System Defaults Set-Up
      3. Service File/Technician File/Source File/Terms File
      4. Customer Information Entry
      5. Creating Work Orders
      6. Scheduling Appointments
      7. Billing & Customer Payment Entry
      8. Service Reminder Postcards
      9. Customer Letters
      10. Sales Analysis
      11. Tracking Prospective Leads
      12. Data File Backups
   2. CBOSS Telephony
      1. Getting set up
         1. Checking legalities
         2. Phone line preparation
         3. Setting up list
         4. Recording messages
      2. Running the programs
      3. How to maximize results

List of Objectives - Day Eight

Water Damage Restoration Objectives

At the End of This Session Participants will be Able to:

1. List Major Causes of Water Damage Restoration.
1. Explain Primary Responsibilities of Technician.
2. Analyze Remedial Steps.
3. Know Equipment Requirements.
4. Differentiate Different Chemicals Used for Water Damage Restoration.
5. Assess the Effects of Water Damage.

1. INTRODUCTION TO WATER DAMAGE RESTORATION
   1. Major Causes of Water Damage Restoration
   2. Primary Responsibilities of Water Damage Restoration Technician
   3. Remedial Steps Summary
   4. Purpose of Water Damage Restoration
   5. Preparations
2. THE EQUIPMENT OF WATER DAMAGE RESTORATION
   1. General Equipment Requirements
   2. Carpet Repair and Reinstallation Equipment
   3. Drying Equipment
   4. Deodorizing Equipment
   5. Inspection/Detection Equipment
   6. Supplies
3. THE CHEMICALS OF WATER DAMAGE RESTORATION
   1. Disinfectants
   2. Classes of Disinfectants
   3. Disinfectant Options in a Water Damage Situation
   4. Other Chemicals
4. THE POTENTIAL EFFECTS OF WATER DAMAGE
   1. Biopollutants and Their Potential Health Effects
   2. Odor and Mildew
   3. Effect of Sanitary Water on Flooring Materials
5. AN INTRODUCTION TO "PSYCHROMETRY"
   1. Definitions
   2. Psychrometric Principles for Balanced Drying

List of Objectives - Day Nine

Miscellaneous Topic Objectives

At the End of This Session Participants will be Able to:

1. Define and Demonstrate Components of Structural Drying.
1. Understand the Importance of Working With Agents and Adjusters.
2. Identify and Solve Potential Organization, Paperwork and Management Problems.
3. List Marketing Sources for Water Damage Restoration.
4. Know All Applicable Forms Used on the Job.
5. Effectively Identify Water Damage Restoration Load Lists.
6. Define Psychrometry.
7. Demonstrate Procedures of Water Damage Restoration.
8. Effectively Identify And Handle Sewage Backflows.

1. SCOPING THE JOB - THE COMPLETE ASSESSMENT AND INSPECTION
   1. Phone Procedures
   2. Inspection Procedures
2. HOW TO DRY CARPETS AND FLOORS
   1. Standard Procedures for all Water Damage Claims
   2. Specific Procedures for Specific Installations
3. ASSESSMENT AND TREATMENT OF SEWAGE BACKFLOWS
   1. Types of Water Damage
   2. Classifications of Situation
   3. Questions to be Answered
   4. Specific Procedures
4. STRUCTURAL DRYING
   1. Equilibrium Moisture Content
   2. Effect of water on Wood
   3. "Dot" Drying System
   4. Drying Ceiling Cavities and Components
   5. Drywall, Interior Wall Structure and Insulation Drying Procedures
   6. Drying Hardwood Floors
   7. Drying Basements and Crawl Spaces
   8. Structural Drying
5. WORKING WITH AGENTS AND ADJUSTERS
   1. Understanding the Concept of Insurance
   2. Understanding the Role of the Insurance Company
   3. Understanding the Role of the Adjuster and the Agent
   4. Your Role as a Professional Restorer
6. ORGANIZATION, PAPERWORK, MANAGEMENT - AVOIDING PROBLEMS
   1. Overview of Your Organization
   2. Paperwork
   3. Management
   4. Practical Suggestions for Managing and Processing Large Jobs
7. MARKETING WATER DAMAGE RESTORATION
   1. Sources of Business
   2. Marketing Concepts
   3. Understanding Your Customer
8. FORMS
   1. Insurance Bill of Rights
   2. Worksheet/Work Order/Process Form
   3. Responsibility and Authorization Agreement
   4. Water Damage Restoration Scope Sheet
   5. Certificate of Completion
   6. Warning Poster
9. WATER DAMAGE RESTORATION LOAD LISTS
   1. Drying Equipment
   2. Water Removal and Extraction Tools
   3. Inspection, Assessment and Measuring Equipment
   4. Carpet Repair and Reinstallation Equipment
   5. Chemical Treatment Equipment
   6. Miscellaneous Equipment
   7. Chemical Solutions
10. SUMMARY CHARTS
    1. Chart 1 - Table 1: Disease Causing Organisms in Sewage
    2. Chart 2 - Table 2: Diseases Related to Bioaerosols
    3. Chart 3 - Table 3: Properties of Classes of Disinfectants
    4. Chart 4 - References for IICRC Article
    5. Chart 5 - Psychrometric Chart
    6. Chart 6 - Basic Cleaning Solutions Procedures
    7. Chart 7 - Basic Cleaning Solutions Requirements
    8. Chart 8 - Spotting Solutions Summary
    9. Chart 9 - Deodorization and Restoration Solution Summary
    10. Chart 10 - Pricing Considerations
11. IICRC ASSESSMENT (Successful completion of the IICRC assessment will enable each participant to be certified as an IICRC Water Damage Technician.)

List of Objectives - Day Ten

Operations Objectives

At the End of This Session Participants will be Able to:

1. Establish Employee & Hiring Guidelines and Systems to Insure Positive Employee Development and Selection.
1. Implement a Fair and Equitable Financial Reward System Contributing to Employee Longevity.
2. Insure a Legal Operation.
3. Create Environment with Minimum Risk.
4. Understand and Adhere to Training Programs.
5. Provide a Professional-Appearing Work Force.
6. Understand and Locate All System Forms.
7. Site Specific.
8. Track, Evaluate and Correct Unacceptable Behavior in This Area.
9. Apply This Evaluation to the PCS New Hire.
10. Administer Constructive Corrective Actions to Improve Employee Value.
11. Monitor all Accidents and/or Trends to Insure Safer OPS.
12. Control Cost and Administer Remedial Training to Reduce Damages.
13. Train and Analyze Cleaning Specialist Sales Results To Recognize or Adjust Performance.
14. Understand Responsibilities and Expectations of all Positions.
15. Determine the Desirability of Employee Applicant.
16. Evaluate Performance of all Employees Objectively.

1. OPERATIONS
   1. Staffing
      1. Rules of Conduct
      2. Conditions of Employment
      3. Conflict of Interest
      4. Side Work
      5. Theft
      6. Employee Recognition Programs
      7. Casual and Temporary Labor
      8. Hours of Operation
      9. Licenses
      10. Training
      11. Bonding
      12. Attendance Policy
      13. Probationary Period
      14. Disciplinary Policies
      15. Background Checks
      16. Dress Code
   2. Compensation Programs
      1. Overtime
      2. Commission
      3. Employee Benefits
   3. Government Regulations
      1. MSDS
   4. Safety & Health
      1. Drug Policy
   5. Uniform Maintenance
   6. Forms
      1. Control
      2. Maintenance
   7. Employee Manuals
   8. Accident Reporting
   9. Damage Reporting
   10. Add-on Sales
   11. Job Descriptions
   12. Review Procedures
   13. Hiring Procedures
   14. Hiring Procedures
   15. Employee Meetings
   16. Financial Control & Accountability
   17. Accounting Procedures
       1. Handling Cash
       2. Credit Cards
       3. Checks
       4. Charges
       5. Payment of Bills
       6. Receipts
       7. Discounts
       8. Coupons
       9. Credits
       10. Collection Activity

List of Objectives - Day Eleven

Operations and Service Objectives

At the End of This Session Participants will be Able to:

1. Contribute to PCS Professional Image and Work Environment.
1. Insure that Communication of Pertinent Information is Formally Distributed.
2. Insure that Receipt Handling is Understood by All.
3. Initiate a Step by Step Basic Understanding and Chain of Custody for Receipts and Procedural Guidelines.
4. Schedule Fairly and Effectively to Cover Customer Needs.
5. Understand and Implement a Procedure that Will Protect Personnel and Company Assets.
6. Understand, Train and Explain the Measuring System.
7. Apply Residential and Commercial and water Damage Estimating in a Profitable and Confident Manner.

1. OPERATIONS
   1. On-Call Procedures
      1. Customer Complaint Policy/Procedure
      2. Daily Work Schedule
      3. Office Procedures
      4. Telephone Procedures
      5. Effective Dispatching
   2. Cleaning Products Control and Inventory
   3. Inventory Procedure
   4. Product Distribution
   5. Security
   6. Storage of Cleaning Product
      1. Van
      2. In the Building
   7. Product Contamination
   8. Unauthorized Cleaning Products
   9. Cleaning Product Preparation
   10. Hazardous Chemicals
       1. Spillage
       2. Clean-Up
   11. Measuring
   12. Pricing
2. DELIVERING PCS SERVICES
   1. MANAGING THE MOMENTS OF TRUTH
      1. Greeting the Customer
      2. Introduction
      3. Being Friendly
      4. Respectful of Customer's Property (interior and exterior)
      5. Listen to Customer
      6. Calling When Late
      7. Smile
      8. In-home Respect
      9. Show Appreciation for Business
      10. Suggestive Services
      11. Recognizing (managing moments of truth)
      12. Attention to Detail
      13. Above and Beyond
      14. Communicating Value to the Customer
      15. Controlling Customers Expectation
      16. Saying Thank You
      17. Driving Friendly (courteous)
      18. Prompt Arrivals
      19. Respectful of Customers' Time
      20. Answering Customers' Questions
      21. Cleaning Up After the Job

Carpet Sales

Following this session the participants should be able to see the value of selling carpet, learn the basics of estimating and procedures for ordering and installing carpet and other flooring.

I. CARPET SALES

1. Why and the profit potential
2. How carpet is sold today
3. Our system and why it is superior

II. TOUR OF PROSOURCE

1. How to measure for carpet and other flooring
2. How to sell residential carpet
3. Financing your carpet sales
4. Ordering and Scheduling
5. How you get paid
6. ProSource ProKey

List of Objectives - Day Thirteen

Marketing and Sales Objectives

At the End of This Session Participants will be Able to:

1. Identify Three Areas of Marketing and Sales.
1. Understand How PCS Markets to Existing Customers.
2. Effectively Identify Methods of Marketing to Customers.
3. List Promotional Tactics Used by PCS.
4. Assess Effective Ways to Market to Insurance Agents and Adjusters.
5. Demonstrate Handling Inbound Sales.
6. Explain Outbound Sales Analysis.
7. Establish Environmental Cleaning Standards.
8. Describe the Process of Generating Commercial Sales.

1. MARKETING
   1. Residential
   2. Commercial
   3. Insurance
2. RESIDENTIAL MARKETING
   1. New Customers
      1. Direct Mail
         1. Marriage Mail
         2. Targeted Direct Mail
      2. Yellow Pages
      1. Referrals
         1. Discount Certificates
      2. Newspaper
      1. Inserts
      2. Miscellaneous Print
      3. Radio
      4. TV
      5. National Print
      6. Van Decaling
      7. Yard Signage
      8. Personal Contact
      9. Door Hangers
      10. Brochures
      11. Public Relations
   2. Professional Carpet Systems Customers
      1. Newsletter
      2. Reminder Cards
      3. Offers
      4. Phone Solicitation
3. COMMERCIAL TYPES OF CUSTOMERS MARKETING
   1. Target Groups
      1. Restaurants
      2. Property Managers
      3. Professional Office Buildings
      4. Real Estate Brokers
      5. Industrial/Corporate Offices
      6. Public Facilities
      7. Hotel/Industry
   2. Methods
      1. Direct Mail
      2. Telemarketing
         1. Cold Calls
         2. Ex-networking
         3. Routing Associations
         3. Personal Contact
         4. Referral/Piggy-back
         5. Random Publications
   3. Tools
      1. Brochures
      2. Letter of Recommendation
      3. Promotional Gifts
      4. Direct Mail Letters
      5. Van Decaling
      6. Business Cards
      7. Thank you/Follow-up Cards
      8. Estimates/Proposals
      9. CAM Plans
4. INSURANCE MARKETING
   1. Agents
      1. Direct Mail
      2. Yellow Pages
      3. Agent Directory Ads
      4. Agent Newsletters
      5. Association
         1. Meeting
         2. Membership
         3. Publications
         4. Presentations
      6. Educational Seminars
      1. Personal Contact
      2. Routing
   2. Tools
      1. Brochures
      2. Emergency Tips
      3. Newsletters
      4. Promotional Items
      5. Extra Curricular Activities
      6. Events (Company Sponsored)
   3. Adjusters
      1. Direct Mail
      2. Yellow Pages
      3. Agent Directory Ads
      4. Agent Newsletters
      5. Association
         1. Meeting
         2. Membership
         3. Publications
         4. Presentations
      6. Educational Seminars
      1. Personal Contact
      2. Routing
5. SALES
   1. Residential
   2. Commercial
   3. Insurance
6. RESIDENTIAL SALES
   1. Inbound
      1. Initial
         1. Greeting
         2. Script
      2. Secondary
         1. Sales Recovery (salvage)
         2. Reschedules
         3. Complaints
   2. Outbound
      1. Turnover Estimates (t/o)
      2. Follow-up on Reminder & Warranty Mailers
      3. Follow-up on Customer Inquiries
      4. Cold Call Telemarketing
      5. Telemarketing Machine
   3. Environmental Cleaning Consultant
      1. Call to Confirm - First Sales Opportunity
      2. Initial Impression and Procedures
      3. Walk-through and need observations - Second Sales Opportunity
      4. Review "Needs Analysis" (estimate) - Third Sales Opportunity
      5. Presentation of "Cleaning Options"
         1. Anticipation of Objections
         2. Overcoming Objects
         3. Close
      6. Reinforcement (of decision) Departure
   4. Cleaning Specialists
      1. Call to Confirm
      2. Initial Impression & Procedures
      3. Walk-through and Needs Observations - Additional Cleaning!!
      4. Review "Needs Analysis" (estimate)
      5. Partial Clean Sales Opportunity
      6. Five Around
      7. Yard Signs
      8. Anticipate Objections
      9. Overcome Objections
      10. Closing
7. COMMERCIAL SALES
   1. Who to See
   2. Generating Stops (routing)
   3. What to Say (script)
   4. Closing Techniques
   5. Pricing Strategies
   6. Know Cleaning Basics
   7. Know Building Logistics
   8. CAM Presentation Knowledge
   9. Follow-up Call
8. INSURANCE (covered in marketing)

Reporting to the Franchisor

Minimum Operating Requirements

What to do when things go wrong

Times and Days of particular topics may change from class to class. We reserve the right to add and or delete any subjects on this syllabus.