Transcript No Slide Title

Conventional
Floor Care
Floor Care Objectives

Participants will be able to implement a conventional floor care program based on
customer equipment, maintenance cycles and customer expectations
Key Market Focus

Education

Healthcare

Government
Segment Specific Value

90% of cost is Labor

10% (or less) is Supply
 7% Chemicals
 3% Ancillary Items
Key Decision Makers
Key Customer
Requirements
Decision Makers
and Influencers
Ecolab
Customer Levels
What are the key customer requirements?
Level 1
Level 2
CORPORATE
MANAGERIAL
Director of
Environmental
Services
Engineer
Dir of Housekeeping
(EVS Mgr)
Operational Eff. / Cost
Mgmt
Brand Image / Litigation
ROI
Operational Efficiency
Level 3
OPERATIONAL
Housekeepers
BSC (Healthcare
Services)
Product Performance &
Usability
(LTC Example)
Level 4
CONSUMER
Residents
Visitors / Families
Resident Care & Health
Odor & Visual Appearance
Maintenance Cycles





Clean matting
Dust mopping
Wet cleaning
Interim Maintenance



Labor: Time in Minutes/1000 Square Feet
Daily Maintenance
Burnishing
Scrub & recoat
Restorative Maintenance
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Strip & refinish
300
240
180
120
60
0
Dust
Mop
Daily
Damp
Mop
Wet
Mop
Scrub
Strip
High
and
and
Speed
Burnish Recoat Refinish
Interim
Restorative
Spray
Buff
Floor Maintenance Cycles
Sell the overall program
Multi-cycle program.
You are selling to meet the
customer’s needs for
all the cycles, not just
pieces and parts!
Daily
Interim
Restorative
Daily Maintenance

Dust Mop
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
Huntolene® Dust Mop Treatment
Wet Mop/Autoscrub
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
Red Pad
Alkaline cleaner or Neutral cleaner
Interim Maintenance

Burnishing

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Champagne pad
Scrub & Recoat
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

Alkaline cleaner
Blue pad
Floor finish
How To Identify A Burnisher
Low Speed Machine
High Speed Machine
Electric or Battery
Restorative Maintenance

Strip & Recoat
 Floor stripper
 Baseboard stripper
 Black pad
 Neutralizer
 Floor sealer, if needed
 Floor finish
Daily Maintenance
FaciliPro™ Neutral Floor Cleaner

Specially formulated to protect your floors, remove
soap film, grease, oil and other common soils

Ideal for cleaning finished and unfinished floors

1-4 oz/Gallon
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Same formula as Oasis™ 110G
Daily Maintenance
Oasis Pro™ 32 Neutral Floor Cleaner
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Neutral cleaner for all floor types
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Controlled dispensing, no overuse
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Reduced packaging waste

Daily – auto-scrub with red pad or wet mop

Scrub & recoat – auto-scrub with blue pad
and Bright SpeedTM Alkaline Floor Cleaner
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1-6 oz/gallon
Daily & Interim Maintenance
FaciliPro™ Alkaline Floor Cleaner

Dual-purpose alkaline floor cleaner


Daily cleaning – ¼ oz per gal
Scrub & Recoat – 1 oz per gal
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Superior cleaning ability for use on finished floors
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Clean, fresh scent
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Ultra low foaming technology
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Same formula as Bright Speed™
Interim Maintenance
FaciliPro™ Floor Cleaner & Restorer

Dual purpose, mild alkaline cleaning & refurbishing formulation
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Provides superb cleaning performance
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Restores shine with burnishing procedures
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3-8 oz/gallon
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Same formulas as Oasis™ 130 and Quik Fill™ 330
Interim Maintenance
FaciliPro™ Ultra High Solids Floor Finish
30% Ultra High Solids
 Excellent gloss and durability with fewer coats
 3-4 coats of Ultra High Solids =
6 coats of competitive 20% finishes
 Superior leveling with Phazer® system and string mop
 Greatest labor savings and easy to use

Recommended:
 Burnish with battery or electric burnisher and
champagne pad
 Same formula as MonoStar® and Phazer® MonoStar®
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Phazer® Mobile Floor Care System

Unused finish stays in bag, minimizing
chemicals put into the waste stream
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Flexible bag reduces packaging waste
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Completely contained system minimizes
operator contact with chemicals
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Ergonomic design reduces risk of injury from
lifting heavy mops
Interim Maintenance
FaciliPro™ High-Frequency High Solids Floor Finish

High-gloss and exceptionally durable floor finish

Designed for high intensity traffic

Engineered for higher maintenance routines –
burnish 4-7 times per week
Recommended:
 Burnish with battery or electric burnisher and
champagne pad
 Same formula as GemStar® Stratus and Phazer®
Stratus

Interim Maintenance
FaciliPro™ High Speed Medium Frequency Floor Finish

Versatile high gloss 20% finish with excellent
durability
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Designed for medium-to-low burnishing frequency
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Easiest mop-on floor finish in the market
Recommended:
 Burnish with battery or electric burnisher and
champagne pad
OR
 Spray buff with low speed machine and red pad
 Same formula as GemStar® Laser and Phazer®
Medium Frequency
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Interim Maintenance
FaciliPro™ Premium Floor Sealer Finish
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Promotes adhesion on porous floor substrates
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Maintains durability and gloss
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Ideal for terrazzo flooring
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Same formula as Taj Mahal and Phazer®
Sealer Finish
Restorative Maintenance
FaciliPro™ Premium Low Odor Floor Finish Stripper
Best option for greatest time and labor savings
 Fewer strip-out passes (1 vs. 2-3 conventional stripper)
means less mess/downtime
 Low odor-less disruption to staff and customers
 Broad dilution range to meet all customers’ needs
 Stripping machine with black pad
 6-16 oz/gallon
 Same formula as Bright Power™
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Restorative Maintenance
FaciliPro™ Classic Low Odor Floor Finish Stripper
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Effective stripper for all applications
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Low odor – less disruption to staff and customers
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Stripping machine with black pad
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8-16 oz/gallon
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Same formula as Care Strip L.O.® Floor Finish Stripper
Restorative Maintenance
Prep Pak™ Neutralizer/Conditioner
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Neutralizes the floor after stripping to ensure proper finish adhesion and performance
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Removes any alkaline residue left from stripper
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Dissolves ice-melt compound
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Easy to use portion controlled dissolvable packets
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Very cost effective
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1 packet / 3-5 gallons
Green Floor Care Program
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Zinc Free Floor Finish


Zinc Free Floor Finish Remover
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

Green Seal™ certified pH neutral finish remover with low VOC’s and non-corrosive in
concentrated form
11 – 22 oz/gallon
Quik Fill® 310 Neutral Cleaner
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

20% Green Seal™ certified floor finish with excellent detergent resistance
Green Seal™ certified neutral cleaner that removes grease, oil, and other common soils
½ - 2 oz/gallon
Oasis Pro™ 34G/Oasis 110G Neutral Floor Cleaner
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
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Specially formulated to protect floors
Removes soap film, grease, oil, and other common soils
Ideal for cleaning finished and unfinished marble, vinyl, tile and wood floors
1 – 4 oz/gallon
Floor Pads
Floor Care Market Share

Conventional Floor Care – 0.9%
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Floor Cleaners – 34.5%
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Carpet Care – 1.6%
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Stone Care – 0%
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Concrete – 0%
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Laundry – 53.9%
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Ware Washing Detergent – 61.6%
What’s A Floor Care Account Worth?
Examples by market segments:
Product Category
Hotel
Hospital
LTC
School
Commercial
Health Club
Laundry
$5950
$16,600
$6650
$550
0
$11463
Hard Floor Care
$1080
$40,592
$4500
$5000
$5240
$1980
Carpet Care
$5688
$2695
$1961
$2058
$12,134
$2954
Housekeeping
$2400
$7500
$3000
$1350
$2900
$1550
$566
0
$4000
$1050
$1475
$3400
Skin Care
Total
$15,684
$67,387
$20,111
$10,008
$21,749
$21,347
H.E.L.P. Worksheet

Pick a prospect in your territory, using the
H.E.L.P. worksheet as a guide you will
build a presentation for that prospect for a
conventional floor care program

Write down your “Hello” step on the
H.E.L.P. worksheet exactly like you will say
it with this prospect
“H” Is For Hello
Greet the customer and ask if you can H.E.L.P.
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3 objectives
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I need to introduce Who I am
I need to identify Why I am there
 To gain permission to do a survey
I need to advise the prospect that I am there to see if and how I can H.E.L.P.
Most critical part of the call
“H” Is For Hello
Example:
Observe And Assess
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Transition statement to get from Hello to
Educate:
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
“Do you mind if I ask you a few questions
about your operation?”
Qualify and Establish needs.
Survey the customer or prospect’s
operation to figure out how you and Ecolab
can help.
 Ask questions and uncover needs
 Listen actively


Help the prospect realize the need
Educate

The reason you ask questions and survey the prospect’s operations is to:
 Establish Ecolab’s and your expertise and differentiation
 Uncover needs by observation
 Understand prospect’s operation
 Create dialogue between you and the prospect about their facility

The more (facts) you know the easier it is to see your program
“E” Is For Educate
Additional questions:
•
•
•
•
Do you outsource? If so, who do you use?
What Distributor do you use? How do they assist with your training?
Are you willing to share any information about your monthly budget for floor care?
Write down 3 qualifying questions to ask your prospect
Agreement On Need Statement
“If I understand you correctly you would like a program that will...(list 3 areas of need), is that
correct?”

You must obtain the agreement on need before preceding to the next step of the sales
process

If the answer is “no”... go back and ask more questions to uncover the customer’s true
areas of need
Survey
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Floor Care Survey Form
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
Turn to the page in your binder
How to use the survey tool – step by step
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Ask permission to obtain a survey
Walk through facility with Director of
Housekeeping, floor care technician
Ask questions from survey form
Write down answers on survey form
Find out what they are currently doing
Uncover needs/challenges
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Look in the chemical and equipment closets to
determine existing program details
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Use competitive cross reference charts when
determining product recommendations
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Competitive charts are in your Ultimate Impact
Launch Kit
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Finish selection -two basic questions:
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
How often do you burnish?
What kind of equipment (high or low speed)?
Leverage

4 Objectives
 Establish yourself and Ecolab’s expertise
 Review glaring issues
 Propose solutions that will benefit the prospect
 Close (ask when you can begin to H.E.L.P.)
“L” Is For Leverage
FaciliPro™
FaciliPro™
Features And Benefits

Feature
 A Physical characteristic of the product
 “FaciliPro™ Ultra High Solids Floor Finish is a 30% solids floor finish…

Benefit
 How the feature will help the customer
 …which means it will improve productivity, reduce labor, and lower overall cost”

Most effective to explain features and benefits during product demonstration, because
you are identifying why the product is so effective

Explain best practices for procedures to use
What are your customer’s metrics?
 Cost comparisons (labor, time, waste, other)
 Visual (before and after pictures)
 Soil buildup
 Gloss level expected
Competition – Charts In Your Binder
Competitors – Strengths & Weaknesses
Group Discussion:

Who are the main competitors?
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
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JD
Butchers
Betco
Hillyard
Others
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Who are their distributors?
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What are their points of differentiation?
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What are their weakest points?

What information is available today?

What is a good process to gather this?
FTMs, DSDMs?

Please send information to Marketing so
we can start building reference library.
Ask For The Business
“If I can provide you with a program that will improve guest satisfaction, reduce overall
costs and improve labor productivity, do you see any reason why we shouldn’t get
started as soon as possible?”

A “No” is really a “Yes”

Leaves the conversation open for more discussion

Write out your closing statement on your H.E.L.P. worksheet
Asking For The Business…

The shine factor – Dealing with the question “How will it hold up?”
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Set a firm deadline on the trial completion date
Write that deadline into the service report
Add a reminder to your schedule to follow up
ASK FOR THE ORDER!
Sell the complete package of all the products (Daily, Interim and Restorative) – not just
one specific product
“If I can provide you with a program that will improve guest satisfaction, reduce overall costs and
improve labor productivity, do you see any reason why we shouldn’t get started as soon as
possible?”

A “No” is really a “Yes”

Leaves the conversation open for more discussion

Write out your closing statement on your H.E.L.P. worksheet
“P” Is For Prove
Conventional Floor Care Demo
Do’s and Don’ts
Demo Area Selection

Avoid problem areas such as hallways off of loading docks or entranceways to the outside. If the
customer insists on that area, then be persistent in requesting a second area off the beaten path.
Demo Duration


Determine ahead of time the frequency of their scrub and recoats as well as strip and refinish. If a
hot button objective for the customer is to lengthen the time in between these operations, then set
this time with the customer for evaluation of product performance and ask for the order.
Check back frequently to determine that daily maintenance is being performed on the test patch with
the recommendations that you made.
Phazer® Mobile Floor Care System




The key to the sale – make sure that you are able to demo the unit with fluidity and speed.
Be proficient with this unit and be sure that you do the first one or two coats to get the point across.
If you’re not proficient with the unit during the demo, then it may be difficult to convince a customer
that they can be proficient with it.
Be sure to stick with the method we were all trained with to apply the finish (see Phazer® Application
Video for reference).
Conventional Floor Demo

Take before and after photos

Pull demo sheets from binder

When checking back on the results, ask people in the facility for
their input.

Document all the positive comments for merchandising back to
the decision-maker.
When The Customer Says “Yes!”
Next steps…

Set-up an install date

Set-up a training date on new product and system

Confirm method of delivery

Determine par level

Determine re-order frequency

Repeat orders are incredibly important to receive
return on investment of your time