Customer ignorance = technician troubles

By Jim Pemberton

October 13, 2010

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Most complaints and claims directed toward cleaning companies are not from damage caused by cleaning technicians.

Conscientious, trained techs and owner/operators seldom “ruin” furniture.

The most common cause of re-services, refunds, and expensive replacements occur when cleaning customers either are not aware of pre-existing damage, or have an expectation of cleaning higher than can be reasonably delivered.

These unfortunate and expensive problems arise because the average consumer has little idea of how to care for their furnishings.

These individuals have rarely been given any useful advice by the designer or salesperson who sold them their upholstery.

Therefore, potential cleaning clients often have very high expectations for fabrics that have often been abused and neglected.

Three keys to preventing trouble
To keep pre-existing problems of abuse and heavy soiling your customer’s problem, and not your own, be sure to remember:

Pre-inspection +
Pre-qualification +
Pre-understanding =
Pre-vented problems!

Why pre-inspection?
Pre-inspection is the act of “looking for trouble”.

Carefully inspect furniture for:

Structural damage
Rips, tears and holes in fabric may seem very obvious to you, but are often overlooked by the customer. Common examples include cat scratches, split seams, missing buttons, and worn welt cord.

Color damage
Inspect carefully for areas of color loss or pre-existing color bleeding (see picture 1). Look at areas that are not exposed to light and airborne gases, and compare these areas with exposed areas. Good places to check are between cushions, under buttons, and within folds of skirts.

Color contrasts between these areas will be far more pronounced after cleaning, and you could very well be blamed for this color loss if it isn’t pointed out ahead of time.

Also, be suspicious of dark areas or “water marks” on multi-colored fabrics, especially Jacquards. These discolorations may actually be bleeding caused by improper spotting or previous “professional care”.

It is very unlikely you will be able to correct such a problem, and this is also a clear indication that color bleeding may occur throughout the fabric if special measures are not taken.

Stains and soiling
Furniture is not made to take the abuse that carpet can tolerate. Upholstery fabrics, especially those made from natural fibers or blends of natural and synthetic fibers may be permanently damaged by excessive soils and stains.

Be especially careful with your promises when you encounter pet stains, ink, water stains (see picture 2), and yellowing. These stains are difficult to remove completely.

Other areas
Also be sure to look inside of cushions for ink marks on the cushion foam or underneath the fabric, check cushions and skirts for signs of pre-existing shrinkage, and note that velvet fabrics may have permanent texture damage in heavily used areas.

Pre-qualification sets the expectations
Discuss these conditions with your customer and, in the case of pre-existing damage (including color damage), make a note of the damage on your work order, and have your customer acknowledge in writing that the problem existed before your arrival.

Also, make certain to discuss how heavy soiling often covers up color problems, staining, and texture damage.

Pre-understanding is important
Arrive at an understanding with your customer.

Not only do you need their acknowledgement of pre-existing damage, but also their understanding that certain stains may not be removable from delicate natural fiber fabric without causing color or texture damage.

Discuss these problems in clear, but tactful language (see “Watch your language” on right). Avoid jargon and never talk down to your customer.

Remind your client you will gladly guarantee your workmanship, and that the limitations you are discussing are limitations of the fabric’s type or condition, not limitations of your skill.

When your customer has enough information to understand the condition of their furniture, and what results you can deliver, they can now decide if they would like you to proceed.

Most importantly, these simple inspection and communication skill will “pre-vent” needless claims, problems, stress, and expense to you and your business.

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An industry trainer and consultant, Jim Pemberton is president of Pemberton’s Cleaning & Restoration Supplies and West Penn Cleaning Company. He has more than 30 years of experience in the cleaning and restoration industry. You are invited to visit the Pemberton website at www.ecleanadvisor.com, or e-mail him at jimpem2@comcast.net.