November 30, 2015

By Albert Bernal, Millennium Building Services, Inc.

“I Just had my windows cleaned and they are still dirty… I saw your crew washing windows but I think they missed mine… I don’t understand why those spots didn’t come off… Can’t you just scrub a little harder to remove the stains?”  These are typical calls that we receive about stained windows. In most cases the windows were cleaned and to fully understand why this occurs, some background information on glass composition and stain removal techniques is in order.

Glass is a hard, brittle and porous substance that appears flat, but in fact, consists of microscopic crests and crevices where mineral deposits and contaminants can imbed themselves and react with the silicates, lime and soda components of the glass. The most common of these is hard water that is transported from the water system on to the glass through the means of sprinkler systems or water-fed pole system (typically used to clean three story buildings). Other types of stains known as run down stains or back splash stains are caused by efflorescence (mineral deposits that have leached to the surface of the building). Rainwater washes these minerals down the building onto the windows, which are baked into the windows by the sun to produce the unsightly stains and scale that resist removal through conventional window cleaning methods.

The most common and inexpensive stain removing method used by window restoration companies is known as acid washing. Various acids (hydrofluoric, muriatic, hydrochloric, sulfuric and/or phosphoric) are applied to the surface of the glass with the express aim of having them combine with the contaminants for easy removal. The risk, and in many cases danger, lies in fact that the acids also combine with the materials that comprise the glass itself and thus can damage it through a process commonly known as etching. Peripheral materials are also in danger. Acids can kill plant life, damage caulking and sills, corrode aluminum window frames, stain building surfaces and can cause serious injury to the person applying them.

For all the above reasons, MBS does not offer acid washing as an option to our customers. Instead, we have developed a stain removal program that has been highly successful for the past 30 years.  Environmentally safe products are used in combination with specialized buffers, leather pads and 3M white pads to produce the desired results. Time and again, we are called upon when other methods fail. We are proud of our reputation we have developed and would be pleased to furnish references of satisfied clients.

Preventive measures to consider include properly sealing building surfaces, redirecting sprinkler systems, hand squeegeeing all windows by boatswains chair or by using lift equipment and, if a water-fed pole system is used, make sure that the water has been d-ionized.  MBS offers the state of the art d-ionizing system as an option to its customers.

November 30, 2015

By Tanya Weger, Madison Window Cleaning

Q. Which do you feel is more important?

#1 Training technicians on the proper technique to wash a window

#2 Training delivered by a competent person on how to do so safely.

Depending on who you ask and what their past experiences have been you’ll get varied answers.  If you’ve been in business long enough there will have come a time where someone, perhaps even yourself, experienced some sort of work related accident or injury.  If that happens I’m sure your focus will quickly turn to #2. You’ll also agree after going through that process that accidents are preventable.  Proper training by the proper people is key along with routine monitoring and evaluation of the staff for compliance and corrective measures being taken when there is noncompliance.

Many of you embrace the importance of proper training utilizing the competent person standard as defined by OSHA.  IWCA offers several methods of accomplishing this task. The IWCA Window Cleaner Safety Training Program is not just about one method of window cleaning or one piece of access equipment, it’s about giving you the knowledge and expertise to learn how to think safely and plan ahead for any type of window cleaning you may perform and it covers the most popular types of access equipment being used today. Your staff could attend a face to face seminar lead by our Safety Director and then continue their education to become a Certified Window Cleaner through the IWCA Certification program.  Those options still remain and we are exploring additional options for assisting you to achieve training for your staff. Furthermore we will continue to work toward expanding our coverage of face to face training sessions as well as the frequency of training through developing a network of Certified Instructors.

As an employer you want to be operating in full compliance not only to ensure worker safety but to avoid all of the ramifications that accompany noncompliance.

These links may be helpful to you to further understand the duties of the employer.

https://www.osha.gov/dte/index.html

https://www.osha.gov/Publications/osha2254.pdf

https://www.osha.gov/SLTC/competentperson/index.html

The term “Competent Person” is used in many OSHA standards and documents. An OSHA “competent person” is defined as “one who is capable of identifying existing and predictable hazards in the surroundings or working conditions which are unsanitary, hazardous, or dangerous to employees, and who has authorization to take prompt corrective measures to eliminate them” [29 CFR 1926.32(f)]. By way of training and/or experience, a competent person is knowledgeable of applicable standards, is capable of identifying workplace hazards relating to the specific operation, and has the authority to correct them. Some standards add additional specific requirements which must be met by the competent person.

The training requirements as defined by 29 CFR 1926 can be very specific and some are broad.  The following is an example of what is required under 1926.503 Fall Protection and a link to that section is below: https://www.osha.gov/pls/oshaweb/owadisp.show_document?p_table=standards&p_id=10759

1926.503 Training requirements

(a) Training Program.

(1) The employer shall provide a training program for each employee who might be exposed to fall hazards. The program shall enable each employee to recognize the hazards of falling and shall train each employee in the procedures to be followed in order to minimize these hazards.

(2) The employer shall assure that each employee has been trained, as necessary, by a competent person qualified in the following areas….

(b) Certification of training.

(1) The employer shall verify compliance with paragraph (a) of this section by preparing a written certification record. The written certification record shall contain the name or other identity of the employee trained, the date(s) of the training, and the signature of the person who conducted the training or the signature of the employer.

(c) Retraining. When the employer has reason to believe that any affected employee who has already been trained does not have the understanding and skill required by paragraph (a) of this section, the employer shall retrain each such employee.

Compliance and training go hand in hand when lives are at risk. Visit the IWCA Education page at https://www.iwca.org/?page=Education frequently to stay current on the various educational opportunities offered.

November 30, 2015

By Jason York, E-Z Window Cleaning

Does your company have a formal safety program?

Creating a safety program is one of the most important parts of running and safe and successful window cleaning company. Whether new to the industry or a company that has been around for generations, we all want our employees to go home safe at the end of the day. The small investment in time, will pay you back 10x over time. Keeping that program fresh and updated only strengthens its effectiveness.

….where do you start? There are many resources to utilize. Most are inexpensive and take more time than money. For the technical components, the IWCA has a wealth of resources to help. The basic safety training program has many of the basics. The certification program expounds on many of the things that window cleaners encounter daily. And, one of our biggest assets is Stefan Bright, our Safety Director. He has a wealth of knowledge on subjects beyond the basics. This spring(fingers crossed), we should have a new ANSI I-14 Standard. That should be the foundation for every window cleaners safety program.

Remember, working at heights is not the only area of concern. Contact your insurance company. They are your partner in safety. Many companies have driving & general industry safety videos and handouts they will provide at no charge. Of course, we can’t forget about OSHA.  OSHA is the largest safety resource available in the world. Their rules are what we all go by in the U.S.

Remember in all of life, especially the safety, it’s better to be proactive, not reactive. This winter, when its slower in your business, and you find “extra time”, look at what your company has in place, and update it.  It could be a matter of life and death!

October 19, 2015

Lynne Fiscelli
Owner/CEO
Pane View Window Cleaning LLC

How much time do you spend working on your business verses in your business?
As a small business owner we wear many hats. Owner, CEO, book keeper, operations manager, office manager, sales rep, marketing expert, technician…and the list goes on. Those things are all necessary, but they are not really working on your business they are working in your business.

Working in your business will not grow your business. You have to make a conscious effort to spend time working on your business.

One thing I learned years ago in another career is that a good way to work on your business was to attend industry conventions. You get 2 to 3 solid days to learn from those that are where you want to be, think, network, and get new ideas on how to make your business better. Attending conventions is an “investment” in your business that will pay a high ROI.

This has been a personal experience of mine Every. Single. Time. Not to mention how inspired and recharged you are when you leave. Now is the time to starting planning to attend the 2016 Premier Window Cleaning Convention: The IWCA’s Annual Convention and Trade Show on February 10-13, 2016 in sunny, warm, and beautiful Miramar Beach, Florida.

Teachers will be experts in their industry, along with successful business owner sharing proven methods to grow a successful business.

Stay connected to see the classes that will be taught.
I look forward to seeing you there!

October 19, 2015

Our business started like many others…one man, a dream, and lots of hard work. Over the years as the company grew, more people have been added to the mix. As more people were added, the need to continuity became more of a challenge. Most days, it seemed easier to do everything, than to teach it…there is the trap that most business owners (and parents for that matter) fall into.

The secret to growing and having a business flourish is to share knowledge. All people crave it, whether they admit it or not. Every year we come up with new ways to teach the basics in our business. At the same time, we are attempting to challenge those individuals that mastered the basics. Through their development, I also grow my knowledge as a leader, teacher, and mentor.

Just when our employees tire of our voices, we find new ones to teach them. That is what we count on the IWCA to help with. Many of our people have gone through the safety training course. To become a “Level II” window cleaner in our company an employee has to complete that course as well as be certified by the IWCA in either highrise or route/residential. This year we are bringing 5-6 employees to Florida for those trainings & certifications. As a result we have safer, smarter, and more professional cleaners on our staff. Doesn’t everyone want that in their operation? Buy a new truck, or educate a loyal workforce…to us the employees are a better long term investment.

October 19, 2015

IWCA Glass Committee
Paul West

The Glass Committee is pleased to announce a milestone in the IWCA/GANA relationship. After almost two year of waiting, the revised Glass Informational Bulletin 01-300 “Proper Procedures for Cleaning Architectural Glass Products” will go before the Tempering Division for vote of approval.

The updated Bulletin contains many beneficial updates which will be of use to professional window cleaning contractors. Please enjoy reading some of the new content which is included in this new joint IWCA/GANA cleaning document. Below in bold and quotations will highlight some of the specific wording changes included in the new document.

1) The use of pure water and water fed poles will be officially recognized.

“The International Window Cleaning Association (IWCA) recognizes an additional glass cleaning technique being utilized by some professional window cleaning contractors. This technique employs the use of pure water delivered to the glass surface using a specialized extension pole. Gentle agitation with a non-scratching (non-abrasive) brush is followed by the final pure water rinse. Rinse water is generally allowed to evaporate from freshly cleaned surfaces. Therefore, the pure water used in both the wash and rinse must have a total dissolved solids content (TDS) of 20 parts per million (PPM) or less to prevent spotting and streaking of cleansed surfaces. The use of tap water is not acceptable. Effective water treatment, via ion exchange and/or reverse osmosis equipment, should be used in conjunction with delivery & rinse methods at all times.”

2) Glass being properly protected is emphasized to general contractors and builders.

“During all stages of construction the glass must be properlyprotected from construction debris such as cement, paint, varnish, adhesives and other construction material commonly found on job sites.”

3) Multiple cleanings are suggested on certain construction sites.

“Extended construction schedules may create the need for multiple cleanings to avoid the accumulation of significant amounts of soil and debris, and to avoid potential damage.”

4) The use of cleaning methods to clean/restore glass left unprotected is discussed including the use of razor blades.

“Glass that is improperly stored or left unprotected during construction may result in glass that cannot be successfully cleaned using routine cleaning procedures. In such situations, more aggressive cleaning and restoration techniques may become necessary, such as the use of razor blades, chemical cleaning and/or mechanical polishing. Glass surface conditions that may require more aggressive cleaning techniques would include, but not be limited to, the accumulation of paint, stain or varnish overspray; mortar, concrete or cement splashing on glass; silicone sealants and/or lubricants being smeared or sprayed onto glass and frames; and sealer overspray or run-off from adjacent masonry or stone waterproofing operations.”

5) A regular schedule of maintenance is discussed, and twice per year or more cleanings are suggested.

“It is important to be aware of conditions that can lead to glass damage, to follow the handling and cleaning guidelines provided by GANA/IWCA and the glass fabricator, and to adhere to a regular schedule of maintenance cleaning. Generally, twice per year cleaning is sufficient; however, specific regions may require more frequent cleaning due to environmental factors and atmospheric pollutants. Contact a professional window cleaner, such as members of the IWCA, to discuss recommended frequencies for your particular building.”

6) The use of IWCA members as professional  window cleaners is mentioned.

“Contact a professional window cleaner proficient in construction window cleaning, such as a member of the IWCA for the most appropriate solution.”

7) Our website www.iwca.org will assist readers in additional technical resources and help locate window cleaners in their region.

“Consult either the GANA website (www.glasswebsite.com) or the IWCA website (www.iwca.org) for additional information and links providing additional technical resources.”

As always, it is our goal to continue building bridges between our two industries – the glass manufacturing industry and the window cleaning industry. Real world cleaning guidelines have now been developed and will very soon become a reality. This is a huge step forward for window cleaners!

Any additional questions or comments can be directed to IWCA Glass Committee Chair, Paul West at 808.885.7600 or KohalaPaul@gmail.com.

October 19, 2015

We’ve made serving others a top priority. Safety 1st, service 2nd, results 3rd and profit 4th. Not sure if your business priorities are the same but after all these years we have found that with these priorities in this order we never seem to be out of balance. Our profits are always where we need them to be when we think and act safely, provide our customers with an excellent customer service experience and deliver results that meet customer expectations. Yes, everyone would like more profits but if that is all your thinking about you’ve got it backward. Think of profit as a reward. If you do all the other stuff right you’ll get your reward in the end. Talking about the end, customers remember the last thing you do for them. What if the last interaction they had with you was them bringing to you a concern they have and they don’t feel so great about the result? Do you think they’ll want to do business with you in the future? Do you think they’ll tell others? We think of a call back or complaint as an opportunity to make it right. Really how else could you view it and have a positive win/win in the end? We do strive for perfection but are smart enough to realize we aren’t perfect and yes, we do make mistakes. What we do have control over is how we deal with those “opportunities” when they present themselves. Here are 5 simple steps to service recovery.

1. Thank the customer for alerting you to the issue. Remember without them calling you would have lost your opportunity to make it right.
2. Apologize sincerely for the inconvenience. After all they had to take time to alert you to the issue.
3. Fix the problem. Act quickly as it demonstrates sincerity and credibility. Quickly means today or tomorrow.
4. Thank them again for the opportunity to make it right. After all you value their business and want them to be happy with the outcome right? The worse thing they could do is never tell you but complain about their less than satisfactory experience to others.
5. Follow up. Always follow up with a phone call, email or note after the corrective action has taken place. Often times you’ll find they will this time offer up praise and it will reaffirm their decision to stick with you as their service provider.

It’s proven that customers will be more loyal to you in the future if you resolve issues that arise quickly and diligently. It’s estimated that unsatisfied customers will tell between eight to twelve people about their negative service experience. So the choice is up to you. We are in the repeat business kind of business so we choose to go the extra mile to make things right in their eyes – that is what we want them to remember. When we have loyal, repeat, satisfied customers we increase our “reward” as well. It’s an all-around win/win situation.

May 19, 2014

IWCA’s Safety Director Stefan Bright receives the 2014 ASSE Triangle Award.

Click the following to read Stefan’s acceptance speech.

November 18, 2013

The IWCA Safety Certification Program educates window cleaners on safety standards related to ANSI’s I-14 Safety Standards. Window cleaners who are certified in safety help prevent accidents and make their companies more attractive to potential clients.

The certification program consists of three online exams to help prepare your employees for the final proctored exam. After successfully passing all three online exams with a score of 90 percent or higher, candidates will be qualified to take the final exam.

IWCA recommends candidates attend a classroom review session in conjunction with regional safety training sessions followed by the proctored exam. Once the candidate passes the final proctored exam, he or she will be recognized as being IWCA Safety Certified for five years. The enrollment form is available under the Education tab.  Choose “Certification” to access the form.

Certifications are for individuals and may transfer with the employee.

November 18, 2013

The IWCA Building Access Safety Professional (BASP) program is a lifetime designation given to window cleaners committed to the industry through years of leadership, commitment to education and safety and involvement in IWCA and other professional organizations related industries. The program was designed for building access executives and/or safety professionals dedicated to providing safety training and education to their staff. Candidates do not have to participate in the day-to-day field work to be eligible. For more information on the program, click on the Education tab and choose Certification for the enrollment form.