1 IICRC CEC - Don’t let a customer’s accusatory comments like this deflate your self-confidence, heaven forbid your profits. Learn how to respond to your customer’s questions with assurance and be able to speak with authority.

What do you say when your customer asks or says . . . ?

• How often should I have my carpet cleaned?
• What is the best vacuum to use?
• All the stains came back!
• What are these lines in my carpet?
• You ruined my carpet?
• The last cleaner was able to remove it.

How you react and answer these questions will do one of two things: establish your customer’s undeniable confidence in you and they become a lifelong customer or . . . they turn against you. I understand that finding the exact words to say while on the spot may be challenging, even for people like myself that have spent four plus decades in the industry.

What every professional should always be doing is educating themselves and staying abreast as much as one can when it comes to things happening in their industry. Take classes if needed, but most importantly read your own industry trade journals like Cleanfax, Restoration & Remediation, and others like them, and take advantage of mini seminars like this. What a great membership benefit.

This presentation will help you troubleshoot some of the most common carpet issues that frustrate consumers who often end up blaming professional cleaners. I will give you the words and technical bulletins to use so you will be able to answer your customer’s questions with confidence and speak with authority as a true industry expert.

80% passing score is required to complete this course.

"When you know better you do better."  ~Maya Anelou