Pre-Qualifying is probably the single most important step in successfully completing a carpet cleaning job. Many common problems, complaints and re-services can be eliminated if both sales people and carpet cleaning technicians take the time to properly prequalify the job with the customer. This is an opportunity to set the customer at ease, answer any questions and give the customer a proper understanding of your capabilities as well as your limitations too.
Don’t try to be a hero.
When a customer has a stain or problem situations, it is their problem, until the sales person or cleaning technician promises to correct the problem, and is unsuccessful or makes the problem worse. The problem then becomes yours and the customer may have lost confidence in your abilities. Once this confidence is lost. It is very difficult and sometimes impossible to restore the level of customer confidence necessary to satisfy them and earn their repeat and referral business. Repeat and referral business is the life blood of any service company.
Pre-qualification is also an excellent sales opportunity to offer additional services. Repairs, deodorisation, antistatic treatment, carpet protector and spotting kits are natural sales at this time. At this point the customer is involved in the job and sometimes it only takes a simple suggestion of a remedy to a problem at the proper moment to result in an additional sale.
The following are some items that should be checked during pre-qualification.
DEFECTS AND HIDDEN SOILS:
High intensity inspection lights can be very useful for identifying defects and hidden soil that may not show up in normal light.
Always test carpet with the strongest solution that you will be using for colourfastness or colour loss. If you encounter a carpet that bleeds on the wet side and is not stabilised in a slightly acidic solution, such as Textile Rinse, dry cleaning procedures may be considered.
Wear refers specifically to the abrasive wearing away, or the reduction in fibre content in traffic areas when compared to unused areas. This does not include changes in appearances, ie: soiling, texture, matting, crushing, discolouration etc.