It is so important for our companies to be as diverse as possible. If you put too much of your business focused on one customer or one big job, when that relationship falls, it can take you down, too. I make the effort to avoid taking on any job that could take me out if it went bad. The risk just isn't worth it. This has probably cost a few big checks, but I've never regretted that.

Paul Gaston
Leo's Window Cleaning - Stephenville, TX

Years ago, my best customer grew to become well over half of my work. They hit a rough patch, had to cut costs, and I was out. It's not that I should have walked away - my family was growing and that account was feeding us. My mistake was coasting - not working on the business when business was good.

Gary Mauer
Window Cleaning Network - Oconomowoc, WI

There is a school of thought that recommends doing a profile of your 5 best customers to see their similarities. You could think of it as your 5 biggest checks. The idea is to figure out what other prospects fit into that profile and develop a marketing plan to convert them into a customer. The benefit is not only adding profitable business that fits into your company plan, but also insulates you from a big hit if one leaves. Takes some work and thought, but I believe it is very effective.

Teresa Emerson
Clearview Window Cleaning - Springfield, MO

I'm sorry I don't know where to send you for anything written specifically for Australia, but there is a lot of good English language information on fabricating debris defects. They've published some of my work on tempered glass quality/scraper awareness in the USA, UK and Finland (Glass Performance Days).

The first website you should visit belongs to window cleaner Dan Fields www.thefieldsco.com. My resources site is www.scratched-glass.net.

The International Window Cleaning Association (IWCA) has an area called the Builder Education Packet. The packet consists of PDF files you can present to a builder, explaining the tempered glass quality crisis and the tempered glass scratch liability waiver you should ask them to sign. It refers builders to the IWCA site for information on tempered glass quality issues. (Not the glass industry.)

A sample cover letter that says, in part, “Because I value your business, I have assembled this packet of information for you....which will clearly explain the source of the scratched tempered glass problem, and suggest ways to protect us both from liability.”

There are links to the IWCA Tempered Glass Informational Bulletin - which is the IWCA position paper, as well two well written, easy to understand articles: "Stop Scratched Glass" - An excellent overview article written by Dan Fields, and "Invisible Intruder Steals Millions" - an eye opening article written by the IWCA for builders and builder’s magazines.

Gary Mauer
Window Cleaning Network - Oconomowoc, WI

With any pyrolytic coating like that you're very limited to what you can use. I've had many Window Cleaners call me about issues with cooked hard coatings.

Turns out you cannot use a HF hydrofluoric acid at all. The manufacturer may tell you something is safe, but I have had several window cleaners call me about issues with acids; who started with a weaker dilution and gradually built up to causing irreversible damage to the coating.

If uncoated glass has been smoked with acid it can be polished out. Unfortunately that's not the case with hard coatings like this.

It's been suggested for years here to use no more than vinegar on a reflective coating - and nothing abrasive, because that can leave minute scratches.

Craig Aldrich
Sparkle Window Cleaning - Canyon Lake, CA

If in fact, the mineral staining damaged the coating before you started, I think you can show that by studying the damage with a loupe or pocket microscope.

It stands to reason that if minerals in a water spot are eating through the coating, the damaged area will be the same size and shape as the spot.

Water spots grow thicker at the edges because of the way they dry, and if you look closely at a water spot you see a thicker ring of minerals around the perimeter. (If you can't picture that, do a web search for images of water spots.)

So examine a few spots in the middle, where obviously most of the coating is OK. (Not the bottom where everything is gone.)

If you see rings of damaged coating - the same shape as water spots you removed - I think you’ll have proof the minerals caused the problem.

Gary Mauer
Window Cleaning Network - Oconomowoc, WI

Obviously you want to conserve antifreeze and assure that it's used safely. I suggest you obtain the MSDS for that product, highlight major safety concerns and make that the topic of a safety meeting.
You should tell everyone that windshield washer fluid is poison - which it is - and emphasize that it needs to be used differently than your regular solution. Then institute different methods for when antifreeze is used.

One of my tips for using antifreeze is to use a long bucket, because you can dip your scrubber in as little as a half inch of solution, and instead of stripping excess water with your hands, you simply tap your scrubber on the side of the bucket.

So on a cold morning, if the water is freezing, everyone starts out with the long bucket and new scrubber wetting strategy. When things warm up later in the day, they can put a lid on the long buckets and start using the old round bucket method they're used to.

You could make this a rule; it would be safer, AND help you conserve. FYI - here is an anti-freeze safety article I wrote for AWC magazine last winter.

Gary Mauer
Window Cleaning Network - Oconomowoc, WI

There was a glass company in my area that attempted to 'remanufacture' insulated glazing panels. Their market was to be larger more expensive pieces. This was to simply remove the moisture and reseal the glass, and not to clear extensive staining as you describe. They found it cheaper to replace the glass. If a shop with equipment and skilled technicians couldn't make money doing that, I think the chances for a window cleaner are pretty slim.

Neill Peterson
ACE Window Cleaning - Bangor, ME

I know of a few window cleaners who dabble in replacement; they order IG units from a shop. Don't know of any window cleaners who actually rebuild IG units. We built new IG units at the glass factory where I worked years ago; and there are many different sealant systems. I think it would be difficult to master rebuilding them all. There is an alternative method of drilling holes in the glass and rinsing the inside of an IG unit, but I don't know of any window cleaners who've been successful at that either.

To answer the question about white-etched surfaces inside the units; that is what’s called stage 2 corrosion. It’s not a film, it’s surface damage, and it’s not something you can simply wash off. Those units should be considered beyond repair; they need to be replaced.

Gary Mauer
Window Cleaning Network - Oconomowoc, WI