A reader comments: “The very best advice you gave us was to partner with a knowledgeable vendor. They have fixed the floor care problems we encountered as best the floor can be fixed. As you may remember, we inherited a damaged anti-microbial floor and have struggled with how to deal with it, stay within budget and satisfy the customer. Any other points?”

I remember the floor quite well and am glad that you were able to partner with a knowledgeable vendor who had access to a testing lab, quality equipment and skill sets that are invaluable in this type situation. Upon a follow up review there are a few points that you should seriously consider:

1. Remember that the reason you got into this situation was not having competent onsite management that was monitoring your floor techs.

2. The most upsetting comment was when the quality control inspector stated: “But we haven’t gotten any complaints lately.” You cannot successfully manage by complaint.

3. The floor techs were supposedly going from their last instructions but could not relate who told them to put a little stripper in their scrub solution and apply seven coats of the wrong finish on the anti-microbial floors.

4. When I asked if they were using a “neutralizer” (mild acid usually in powder form) they said “Yes, we are using a neutral cleaner.” (a 7.5 pH floor detergent). It took a class in pH to get them to understand the difference between the two products and their uses.

5. Another sticking point was not only applying the seven coats of the wrong finish in small offices that could be buffed/burnished, they were also applying it wall to wall, heavy in corners and along the baseboards.

6. So long as they continue with these practices you are going to continue to have issues with the floors.

If you cannot retrain both the quality control manager and the floor techs they need to be reassigned to other tasks and trainable staff brought in immediately. Good luck with this floor and continue to listen to this great vendor.

Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net