Featured Business

Extract Away Carpet Service, Inc.
by Virginia Bruce 

Some say that for every job that needs doing, there’s someone who is perfectly suited to it and loves it. While many of us would not find satisfaction in cleaning other people’s carpets, it’s the perfect profession for Tim Willis of Extract Away Carpet Services.

Tim doesn’t let a little bad weather keep him from meeting the needs of his customers.

Before he began his independent, sole-proprietor business, he worked as a respiratory therapist in a hospital. But he wanted work that would let him be independent and mobile. In 1988 he bought his first machine, a large RX20 model. It’s such a well-built product that he still uses it for commercial work, but he says it was awkward for smaller rooms and stairs, so he also has a Rotovac, which does a comparable job but is more maneuverable.

Most carpet cleaning companies, and almost all of the chain operators, use a wand that squirts hot water and cleaning agents onto the carpet and then vacuums it up. The equipment that Tim uses—the Rotovac or the RX 20—work with rotary action to inject steam and cleaning agents more thoroughly into carpet fibers and then “extract away” the resulting dirty water. Tim says, “it’s as close as you can get to a washing machine for your carpet.”

Tim uses this more-expensive equipment because he is committed to doing the best possible job for his customers. “It’s extremely thorough. People are very impressed with it. I appreciate having the best and providing the best. It is the work ethic that is built into me. Not to mention simply good business practice!” he says.

He enjoys helping people get the most from their homes, whether they live in apartments or large houses. A clean carpet and an odor-free home help to create the feeling of harmony that contributes to our general well-being. “It’s a personal connection for me. I used to resuscitate people—now I resuscitate carpet, bringing life back into it so all can continue to enjoy it and live a healthier life.”

After working for several years cleaning carpets, he says, “There was a demand for carpet installation, so I became certified, bonded, and insured as a carpet installer, and later started installing vinyl also. Some property owners needed installs done when tenants did too much damage. It fell into place with the cleaning. Both businesses build each other. Later I started doing repairs and stretching, and re-laying carpets due to water damage.”

He works with a flooring supplier that has five showrooms in the region. “We take our customers there to shop. They usually save enough money on carpet that they get the same savings as with a “big box” company, but they get very personalized service, with a wider selection to choose from. They get a better product plus they get a great power-stretched install job—without worrying about who is going to be in their home.”

His wife Kelly is the Office Manager, fielding customer calls, setting up appointments, and also keeping their website up-to-date with helpful information and customer testimonials. Tim mentions that, “She also helps most of the clients when they need to purchase flooring, as she knows products, colors, and styles much better than I do!” She even occasionally delivers carpet from the warehouse to the customer site.

She also creates floral arrangements for special occasions. She enjoyed working with flowers for many years for friends. Then people kept asking her to help with weddings, funerals and other needs, so in 2004 she turned her hobby into a business—Floral Creations by Kelly. The slogan on her website is “Always Art, Never Just a Bunch of Flowers!”

Tim mainly works alone, but Tim and Kelly’s son Justin helps out, “on his down time from his full time job as a chef. He does all my carpet pull-outs, and helps with installs and cleaning, as he learned the trade many years ago.”

If you’re planning to have your carpets cleaned for the holidays, Tim recommends that you schedule the work early before the stress of the season, and before the decorations get put up. “But ultimately, if your carpet is not too bad, wait until post-holidays when the entire hustle and bustle is over. Also if someone spills something during a party, blot it only and call me. Winter is a slower season, so it’s a great time to get this work done. But I have actually installed carpet for people on Thanksgiving and Christmas Eve and day.”

He continues, “Many give gift certificates or do this as a surprise for a loved one. One lady went to the kids’ place for a holiday, and afterwards they all came to her home and put all the furniture back in place after surprising her with the work!”

A client took this before-and-after photo and sent it to them on their website.

As with most other trades, there are technical advances. Tim keeps up by attending trade seminars, specialty presentations, and sales meetings. The Construction Contractors Board (CCB) requires Continuing Education courses. He also subscribes to several publications and keeps in good contact with his suppliers.

Tim says he gets the most calls these days from Google searches (Kelly works hard to make sure their site stays on top) and from Entertainment Book coupons. He notes that, “Word of mouth was huge in the past, but nowadays people aren’t so friendly with their neighbors. We are members in the Hillsboro Chamber of Commerce and the Cedar Mill Business Association. Fliers, and even door-to-door presentations bring in some new customers. I LOVE getting testimonials from my clients to use on my website! They get a discount for every referral.”

Tim says the cleaning products that he uses are completely safe for people and pets. “Some people are sensitive to smells in general so they just leave the area while I am working. The pre-spray makes me sneeze. I am sensitive to it so I wear a mask. For bad urine damage we use a very strong odorcide that is pungent, but when I leave the job, all is safe. Sometimes people will request that I use just hot water or an organic-type product only. This works great if there is no soil impaction. Because of the strength of my equipment, there is never any kind of residue left behind.”

He’s very proud of the relationship that he builds with his customers. “I usually spend time in general conversation before and after the job. This puts the customer at ease, and I develop a friendship that builds a trust that is so important. Most of the time the homeowner doesn’t hang around while I am working. They go run errands or go back to work. Often, because of the trust and personal relationship we have built, they leave a key and I let myself in and get the work done, I collect the check they have left and I lock up and leave. You can’t do that with most companies because you don’t know who in that office is coming to your home. You get me every time!”

Find Extract Away on the web at extractaway.com —be sure to check out the special offers—or call them at 503-640-6311.

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