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

Director of Environmental

Services

EngineerDir of Housekeeping

(EVS Mgr)

HousekeepersBSC (Healthcare

Services)

ResidentsVisitors / Families

Operational Eff. / Cost Mgmt

Brand Image / LitigationROI

Operational Efficiency Product Performance & Usability

Resident Care & HealthOdor & Visual Appearance

Ecol

ab

Cust

omer

Lev

els

Decis

ion

Mak

ers

and

Influ

ence

rsKe

y Cu

stom

er

Requ

irem

ents

Level 1

CORPORATE

Level 2

MANAGERIAL

Level 3

OPERATIONAL

Level 4

CONSUMER

Key Decision MakersWhat are the key customer requirements? (LTC Example)

Maintenance Cycles

Daily Maintenance Clean matting Dust mopping Wet cleaning

Interim Maintenance Burnishing Scrub & recoat

Restorative Maintenance Strip & refinish

Labor: Time in Minutes/1000 Square Feet

DustMop

DampMop

WetMop

SprayBuff

HighSpeedBurnish

Scruband

Recoat

Stripand

Refinish

0

60

120

180

240

300

Interim RestorativeDaily

Floor Maintenance CyclesSell the overall program

Daily Interim Restorative

Multi-cycle program.You are selling to meet the

customer’s needs for all the cycles, not just

pieces and parts!

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 MachineElectric or Battery

Restorative Maintenance Strip & Recoat

Floor stripper Baseboard stripper Black pad Neutralizer Floor sealer, if needed Floor finish

Greatest time

and

labor

savings!

This is new and simplified!!

This is new and simplified!!

More traditio

nal

product

offerin

g

Daily MaintenanceFaciliPro™ 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

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

Oasis Pro™ 32 Neutral Floor Cleaner

Daily & Interim MaintenanceFaciliPro™ 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 MaintenanceFaciliPro™ 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 MaintenanceFaciliPro™ 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

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 MaintenanceFaciliPro™ High Speed Medium Frequency Floor Finish

Interim MaintenanceFaciliPro™ 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

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™

FaciliPro™ Premium Low Odor Floor Finish Stripper

Restorative Maintenance

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

FaciliPro™ Classic Low Odor Floor Finish Stripper

Restorative MaintenancePrep 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

20% Green Seal™ certified floor finish with excellent detergent resistance

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 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

Skin Care $566 0 $4000 $1050 $1475 $3400

$15,684Total $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 HelloGreet 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 HelloExample:

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 & WeaknessesGroup 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

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

“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?”

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 DemoDo’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.

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

When The Customer Says “Yes!”Next steps…