Before we can talk about procedures, let’s look at your image. Do you realize that before you even open your mouth, the customer has already determined if she likes you?
In his book Blink, Malcom Gladwell refers to this first impression moment as our “adaptive unconscious.” This part of our brain is similar to a giant computer that quickly and quietly processes a lot of data. Your customer quickly and quietly assesses you—the condition of your van, your uniform, and body language—and then decides if she will let you in.
This is “thin slicing,” which refers to the ability of our unconscious to find patterns in situations and behavior based on very narrow slices of experience. You are being compared to every other service person she has dealt with. If you look shabby, unkempt, and sloppy, your customer will already have an opinion of the type of service you provide.
The Do’s of Working with Residential Carpet Cleaning Customers:
While having the technical expertise is critical, even more important is how the technician relates and communicates to the customer. The choice of one or two technicians is up to the company. The consumer, who is most likely female, would prefer two technicians for a couple of reasons:
Two technicians will not complete the job in half the time of one technician, but they will be much faster and more efficient. Two technicians usually are more cost effective. The second technician can be cleaning upholstery or other material in the home while the first technician is cleaning the carpet. This setup also allows for proper training of a second technician.
How to Greet the Customer:
Basic Carpet Cleaning Principles:
When the job is done…
Leaving the job…
Post Job Cleanup
Carpet Cleaning Technician (CCT) is a hands-on training course that covers the basics of carpet cleaning from proper chemistry to solutions to the ten most common and most difficult carpet cleaning challenges, making it ideal for those new to the industry or old pros looking to brush up on the latest carpet cleaning techniques. This course qualifies for IICRC certification and Continuing Education Credits.
Strategies for Success (SFS) is an intensive, five day seminar that will give you the concepts and tools you need to take your business to your desired level of success.
Easily remove 98% of the spots typically encountered by professional cleaners or in-house cleaning staffs with no prior training required! This kit includes all the professional spotters you need plus a spotting brush, eye droppers, pH paper, and a handy color-coded chart in both English and Spanish!
Matrix Grand Slam TLC is an incredible pre-spray that will help you get a better clean in less time. Plus, due to its unique chemistry, it won't clog up your jets, and it even improves dry times all for less than a penny per square foot! One concentrated gallon makes 33 RTU!
Choose Finish First to attack the biggest challenges customers throw your way. Special additives allow this formula to penetrate and flush away grease, oil, or water-based grime even on tough, stain-resistant carpeting.
A special blend of professional-strength ingredients gives Confidence the maximum cleaning power available in a liquid detergent. Even grungy, greasy commercial or restaurant carpet will be left clean and feeling incredibly soft.
Just as the name implies, Matrix Complete Rinse is a product you can use with complete confidence on ALL carpets and wet-cleanable upholstery, including commercial, residential, and yes, even wool! It eliminates dirt and cleaning solution residues, leaving carpet and upholstery looking its best.
Protect carpet and upholstery from spots and spills with America's most well-known brand: 3M Scotchgard! Each bottle offers classic 1:4 dilution strength and hooks right into a PowerForce, Hydro-Force, or other sprayer. Each RTU gallon covers 200 sq ft.
The Prospector PE500 is designed to handle more aggressive cleaning tasks, such as heavily soiled carpet and minor hard surface cleaning. With an adjustable 0–500 PSI pump and 1,750 watt inline heater, you get plenty of power and heat for blasting away tough dirt and grime.