HOME | WORKING THE NET | SEPTEMBER / OCTOBER 2010
A window cleaner for over 30 years, Gary Mauer is an industry giant. He is one of the founding fathers of the IWCA, founder and operator of the very popular Window Cleaning Network, relentless champion of the fabricating debris/scratched glass issue, and consultant / contributor to the American Window Cleaner Magazine. In every issue of AWC, Gary’s Safety Check column has proved invaluable to readers, and excerpts from his Window Cleaning Network give a glimpse into what everyone is talking about. Visit http://www.window-cleaning.net/ to get involved!
Question: We now wear helmets when working at height. In July my lead tech took a horrible fall and was fortunate to survive with a serious skull fracture, broken wrist and shoulder blade. He is now out of the hospital, and seems to be doing well. We're hoping that he'll be back in form by next spring. He is now insisting something that I suggested a couple of years ago - that we all wear helmets when working at height.
What type of helmets may be best for our type of work? We are presently using hard shell multi-sport helmets until we come up with something better.
Paul LeGrand Blue Sky Window Cleaning - Stowe, VT
We purchased helmets this spring. Seems to be a good thing. The heat and humidity has been really bad here the past few weeks. When it is really hot like today I let them go without if it is not windy out. Sweating and it dripping into your eyes can also be a concern.
We too are using a sports type helmet. I have seen many that are over $100, some less. We went in the middle� Think we paid like $65.00 ea.
Mark Reinhart
Award Window Cleaning Services, Inc - Grand Rapids, MI
Petzl and PMI both make great rope access helmets. Ours go on the same time our harnesses do. No exceptions.
Jeff Scott
Green Window Cleaning, LLC - Sun Prairie, WI
Question: Is that a legitimate promise to the customer or just blowing smoke and setting customer expectations too high? Not sure if we are going to use that phrase with our customers.
As we talked about this in our office there are so many stories of customers and their outlandish demands. It is hard to reason with the unreasonable.
Chris Pitkin
Karin's Services, LLC - Minneapolis, MN
I don't think it is blowing smoke. If you get a complaint, don't you fix it if you can? Isn't that satisfaction guaranteed? It is in my book. In our industry repeat business is everything. If they are not satisfied they won't call back. But go out of your way to fix a complaint or satisfy your customer you will be the only call they make.
Mark Reinhart
Award Window Cleaning Services, Inc - Grand Rapids, MI
I have always had a problem with the words "satisfaction guaranteed." Some people will never be satisfied. What I say that works for me is "All work guaranteed, as promised." I use it in all my bids. I am careful to explain in those bids what I am promising, so what I am saying is that I will fix anything that is not done the way I said it would be done.
Teresa Emerson
Clearview Window - Springfield, MO
People are not so demanding if they already believe you care, so a guarantee ought to help with that. I don't know what the law requires of anyone who guarantees satisfaction, but I wouldn't think there would be a problem with explaining that "satisfaction guaranteed" means you'll do anything reasonable.
Gary Mauer
Window Cleaning Network - Oconomowoc, WI
We believe in the "Satisfaction Guaranteed" mantra and prominently display it on our web site. I can think of only three clients who have taken advantage of our commitment to total excellence. We "fired" all three after making two very happy. The third was a "horror" story. Would we consider changing our marketing philosophy? Absolutely not. We would prefer to lose money on a job than to have an upset client who tells 17 of her closest friends that she had a less than perfect experience using our business. Some of our some of our demanding clients have developed into our most prolific sources of referrals.
Doug Miller
ClearPro Window Cleaning - Scottsdale, AZ
Question: I am not crazy about using pesticides, however I have a client in a commercial building requiring 3 story ladder work who need spider control on a steel building (they have masses of webs). I will also be later power washing and window cleaning a couple of weeks after pest control. Someone is going to do the work so it might as well be my company. From research it seems a lot of spiders are quite resilient to pesticides so what works well?
Stuart Sugden
A-1 Window Cleaning - Berkeley CA
In most, if not all, states you need to be certified and licensed to apply pesticides. Perhaps a spider "repellent" would keep you out of the pesticide category.
Ed Samson Ameri-Clean Commercial Inc.
If you apply pesticides to a customer's property you will need to licensed and/or certified by your state. There is notification paperwork involved with each spray. If pesticide application is not going to be something you do frequently then you can always subcontract that work to an exterminator. Then you know its done right. The pesticides used by exterminators in this situation would be Suspend SC, Tempo SC Ultra, or Demand CS. All will work. Suspend is probably the best bang for your buck.
Geof White Valley Window Cleaning, Inc. - Kaukauna, WI
Believe it or not the product we use can be picked up at any hardware store and works very well. If you read the warnings you will see that this is not a product to be used for commercially/ retail use without the proper licensing. The fines are very steep.
If you apply and someone gets sick you will have some pretty big problems with your state and who ever got sick. This could come back up years later after you preformed the service.
You don't want any exterminator to see you applying insecticide without a license, or a family member of a exterminator service to see you. They will most certainly call you in. I have been working with Rose Pest Solutions for over 10 years now. We do high-rise buildings and have to be approved by the Ag Department & DEQ just to subcontract for Rose Pest Solutions. I have a letter from both agencies approving us to work under their supervision only, and it lists the buildings we are approved for only.
One other thing; you may want to cover your butt and talk to your insurance company to cover you if this happens.
Mark Reinhart
Award Window Cleaning Services, Inc - Grand Rapids, MI
Question: A customer wants mineral deposits removed from their shower glass. There is marble flooring in and outside of the shower. Does the marble need to be protected?
Cory Bedell
Sunrise Window Cleaning - Reno, NV
It is my understanding that any acid that can cut a calcium carbonate hardwater stain can also harm marble, which itself is primarily calcium carbonate. In that case you would need to protect the marble.
Gary Mauer
Window Cleaning Network - Oconomowoc, WI
We do an enormous amount of restoration from hard water removal to polishing etc. We normally go with a polisher right off the bat. You may want to consider going at it with white pads and steel wool if you do not have a polisher/grinder type machine.
In some cases will we use an acid either a hydrochloric or hydrofluoric if we determine the "air side" is inside. Otherwise you have to resort to less aggressive measures.
When using an acid (any acid) you should either use drop cloths, towels or...thoroughly wet down the area below in this case the marble and re-wet it throughout the restoration process.
Craig Aldrich
Sparkle Window Cleaning - Canyon Lake, CA
Question: We need to remove sun baked duct tape residue from 200+anodized aluminum frames.
Have you had much success with Oil Flow, Duck brand Adhesive Remover, Heat Gun or other products? Any precautions? Other chemicals/methods?
Brian Mick
A Plus Window Cleaning, Inc. - Reno, NV
I would use Oil Flow since you don't have to worry about the finish coming off like you would if it were painted. If it's an old frame that needs to be restored, use ART (Anodized Restoration Treatment), which is a great product.
Dan Fields
Fields Construction Services Inc. - Livermore, CA
Question: I've been cleaning windows for 5 years now. For the last 3 years I've been cleaning a few high rise buildings using boatswain chair. We only clean five or so buildings each year. The highest is 15 stories.
Today I watched a competitor use a roof rig. To my amazement he was more than twice as fast that I would have done it.
Can anyone tell me their experience and what are pluses and minuses? Also where could I possibly get a good deal on a used rig?
Richard M. Caylor
All Decked Out Services, Inc - Harrisburg, PA
Sounds like you saw one guy on the roof and the other suspended, the guy on the roof pushing the suspended guy right? That means the safety line is probably not tied back and the same for the roller. Both are required to be tied back. I own many rolling rigs and used them much in the same way for a few years. Not anymore.
The roof roller helps in multiple drops applications to keep you from lugging/moving the counterweights and beam over and over by rolling from drop to drop, then tying each back independently. Not to suspend a man and be pushed.
Create an inspection sheet for each rig. If you're an IWCA member you can see my inspection sheet and others in the members only section.
Mark Reinhart
Award Window Cleaning Services, Inc - Grand Rapids, MI
I doubt you'll find a used roof rig for sale, and if you did I'd be leery of buying it. I recommend buying new.
Evan B. Pyle
Expert Window Cleaning - Baton Rouge, LA
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