Chem-Dry, the world’s largest floor and carpet cleaning company, has 3,500 franchises in more than 35 countries, and one of the first franchises in Massachusetts was Colonial Chem-Dry, started in 1983 by Glen and Debbie Purcell of Uxbridge.
The husband-and-wife team now own 12 franchises in six different territories. These include the Marlborough/Concord, Worcester, Sturbridge, Norwood/Canton and West Surburban areas. The latter includes Framingham, Waltham, Newton, Wellesley and surrounding suburbs. That first franchise is now at 153 Milford St. in Upton. To say the Purcells are sold on Chem-Dry’s green-certified cleaning products would qualify as an understatement. Debbie Purcell recently discussed the 30-year-old company with Daily News staff writer Bob Tremblay.
QUESTION: Why was the business started?
ANSWER: We were looking for a business opportunity. Family friends had discovered the Chem-Dry franchise opportunity and shared the information with us so we made the decision to buy.
The local chamber of commerce sponsored home shows in Milford and Franklin and they provided the jump-start that our business needed. Customers were amazed by the cleaning results shown during the live demonstrations.
Q: Why did you choose your current locale?
A: We were living in Milford at the time so our first franchise purchase was for the Greater Milford area, including Mendon, Upton, Hopedale, Franklin, Norfolk, Wrentham, Medfield, Millis, Medway, Walpole and Foxboro.
Q: Has your business moved?
A: When we started in 1983, we were renting a one-bedroom apartment in Milford and operating the business from our home. The following year, we purchased a house in Uxbridge and operated from that location for another four or five years. When the business outgrew our house, we rented in the Hopedale Industrial park for a few years. In 1995, we purchased the building at our current location in Upton.
When we first started out, Glen and I were out in the field cleaning carpets together. It wasn’t long before we couldn’t keep up with the demand and had to hire service help and an office staff. We rapidly expanded our service territory.
We’ve also expanded our service offerings, which now include upholstery cleaning, tile and grout cleaning, marble polishing, water damage restoration, in-plant cleaning of Oriental and area rugs, and on-site drapery cleaning.
Q: What did you do before you started this business?
A: I was a dental assistant working for a dentist in Acton and Glen was installing sprinkler systems for a fire protection company.
Q: Is this your first business?
A: Yes.
Q: Do you have other businesses?
A: At one time we owned a fire and water damage restoration franchise called Restorx, but having to deal with clients who were going through a traumatic experience was very stressful and after a few years we turned our focus to our Chem-Dry business.
Q: What does your company do?
A: Using green-certified, people- and pet-friendly cleaning products, we help our clients provide a cleaner, healthier environment for their families or employees. We clean carpets and hard-surface floors, upholstered and leather furniture, draperies and rugs.
Q: What makes you different from the competition?
A: Our goal is to provide our customers with the most outstanding service experience possible. We invest heavily in training and supporting our people. Our 30 years of experience have been invaluable in identifying and responding to the needs of our clients. We offer an unconditional satisfaction guarantee, but we feel that “satisfied” is the lowest acceptable level of service. What we really want to do is exceed our customer’s expectations. The unique Chem-Dry process allows us to do that with safer, more effective, faster drying, longer-lasting cleaning results.
Q: What is the price of your service?
A: A lot depends on what services our clients select and the quantity. Some clients have only one room to clean and others have an entire house or they might need multiple services performed. We have a minimum charge of $139. Our average job is about $300.
Q: Any news to report?
A: The theme for 2013 in honor of our 30th anniversary is 30 Acts of Kindness. We are looking for nominations/candidates in need of free services. We also sponsored the Nipmuc High School Fundraising Car Wash on our property on May 11. Due to our very visible location on Rte. 140 in Upton, it was a great success. Student volunteers washed cars and we provided free car mat cleanings to all car wash purchasers along with free cans of Chem-Dry World Famous Spot Remover and free car litter bags.
We were the recipients of the 2010 and 2011 Angie’s List Super Service Award, the 2005 Chem-Dry Corporate Services Award, the 2010 Chem-Dry Perpetual Excellence Award, the Chem-Dry President’s Club Award from 2004 to 2013 and the 2013 Chem-Dry Marketer of the Year Award.
Q: How many employees do you have?
A: We have six service technicians, two office staff and a full-time commercial account representative, not including Glen and myself. All our service technicians have been certified by the Institute of Inspection, Cleaning and Restoration Certification.
Q: Do you have any other MetroWest connections?
A: Glen and I graduated from Acton-Boxborough High School. My maiden is name is Cary.
The company’s website is www.carpetcleaningcd.com.