Mikey,
I was fortunate enough to have worked for Stanley Steemer, Coit and Sears. For the two latter companies, I got to see things from the inside.
I learned from SS on how to train a tech. Again, everything was systematized. Even the water hose and solution lines had to be wrapped a certain way. If I couldn't figure out how to wrap the water hose the way they were trying to train me, I never would have made it to the next stage.
Now, the SS I worked for was a Corporate Office. I'm sure some franchises were not run that way. Other policies interested me as well. There cleaning method is nothing I care to remember. But the way they had a system of carrying the same 3 spotters in a "chip bucket" was great. All the bottles were labeled according to OSHA regulations as well. Very professional. (By the way gmaupin, the alkaline spotter was called "Pro-gest", not what you wrote).
Even the wand stroke was different. Every tech did it. Systems! Very McDonalds-like.
I was also fortunate to work for the oldest Coit franchise in the country. It was also a very sharp company at the time. I got to see this from the managerial aspect. My bosses were very savvy business folk.
I got to see Sears from an ownership position. So there are things I can take from that as well.
Jose Smith