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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
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
Huntolene® Dust Mop Treatment
Wet Mop/Autoscrub
Red Pad
Alkaline cleaner or Neutral cleaner
Interim Maintenance
Burnishing
Champagne pad
Scrub & Recoat
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
Same formula as Oasis™ 110G
Daily Maintenance
Oasis Pro™ 32 Neutral Floor Cleaner
Neutral cleaner for all floor types
Controlled dispensing, no overuse
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
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
Superior cleaning ability for use on finished floors
Clean, fresh scent
Ultra low foaming technology
Same formula as Bright Speed™
Interim Maintenance
FaciliPro™ Floor Cleaner & Restorer
Dual purpose, mild alkaline cleaning & refurbishing formulation
Provides superb cleaning performance
Restores shine with burnishing procedures
3-8 oz/gallon
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®
Phazer® Mobile Floor Care System
Unused finish stays in bag, minimizing
chemicals put into the waste stream
Flexible bag reduces packaging waste
Completely contained system minimizes
operator contact with chemicals
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
Designed for medium-to-low burnishing frequency
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
Interim Maintenance
FaciliPro™ Premium Floor Sealer Finish
Promotes adhesion on porous floor substrates
Maintains durability and gloss
Ideal for terrazzo flooring
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™
Restorative Maintenance
FaciliPro™ Classic Low Odor Floor Finish Stripper
Effective stripper for all applications
Low odor – less disruption to staff and customers
Stripping machine with black pad
8-16 oz/gallon
Same formula as Care Strip L.O.® Floor Finish Stripper
Restorative Maintenance
Prep Pak™ Neutralizer/Conditioner
Neutralizes the floor after stripping to ensure proper finish adhesion and performance
Removes any alkaline residue left from stripper
Dissolves ice-melt compound
Easy to use portion controlled dissolvable packets
Very cost effective
1 packet / 3-5 gallons
Green Floor Care Program
Zinc Free Floor Finish
Zinc Free Floor Finish Remover
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
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
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%
Floor Cleaners – 34.5%
Carpet Care – 1.6%
Stone Care – 0%
Concrete – 0%
Laundry – 53.9%
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.
3 objectives
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
Transition statement to get from Hello to
Educate:
“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
Floor Care Survey Form
Turn to the page in your binder
How to use the survey tool – step by step
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
Look in the chemical and equipment closets to
determine existing program details
Use competitive cross reference charts when
determining product recommendations
Competitive charts are in your Ultimate Impact
Launch Kit
Finish selection -two basic questions:
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?
JD
Butchers
Betco
Hillyard
Others
Who are their distributors?
What are their points of differentiation?
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?”
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