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| - We have an all wool 12 x 15 area rug that was custom cut and custom dyed black, purchased twenty years ago; it had never been professionally cleaned; after the cleaning it not only appeared clean, it felt brand new! The carpet pile was perceptibly softer and this was not a .00001 difference. We feel that the clock has been rolled back and the carpet just arrived; so great is the tranformation. Special praise to Mr. Kranz and his assistant! We live on the third floor, accessible via elevator, (which I disclosed upon our original contact telephone call) and the area rug/carpet is in the loft of our apartment via a staircase consisting of 15 steps. When Mr. Kranz came to our apartment to assess the situation, he determined that the staircase was too narrow to bring the carpet cleaning piece of equipment that he originally intended to use. He problem solved by bringing three hoses, instead of four to increase the suction force, from outside of the building, over the top of our terrace, through the living room and up the stairs. Without asking he put corner protection everywhere including our recently refinished coffee table. It was clear to us from the outset that he is conscientious and seeing this inspired confidence. It was also evident too that he cared about the work he did not just to satisfy us but for his own sense of a job well done. You cannot buy this kind of work ethic; you can train people to do a job but I believe that the qualities of conscientiousness and caring are either innate or they are not. This reminds me of the question of whether teachers are born or made. I am a retired school teacher. After 20 years I can tell you that you can train prospective school teachers, provide strategies and tools, but the qualities that make for great teachers are innate; you either possess them or you do not. As far as suggestions, I suggest that you make Mr. Kranz a partner in your business; seriously. When people are part of the business, part owner, they are invested in it. Mr. Kranz is already invested in his work; Tim Kranz deserves to be more than an employee receiving a pay check; he represented your company by his actions and will be the best investment if you take him on as a partner. This is not hyperbole; I do not believe in "hype." Sincerely, Christopher Frank and Jamie Dorfman
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