- Sep 29, 2011
- 587
- 194
- 43
- Real Name
- Brandon B
- Business Location
- United States
After all the hustle and bustle to get in front of customers, it's hard to believe so many carpet cleaners aren't letting their customers know whether they have stapled or continues filament carpet fibers. It's as simple as bending down and rubbing the carpet for a few seconds to show your customer why you're not going to take the blame for cleaning stapled polyester carpet. Sure, stapled polyester carpet can clean up nice, but it has a high rate of complaint and knowing how to educate your customer on fiber make is a win-win for you.
You've heard it before, "can you make the carpet fibers stand up?" The reason the customer's carpet is laying flat is most likely because it is 1) stapled carpet and 2) polyester, but stapled nylon can mat early also. Like wool, stapled fibers are small shards of fibers wound into a yarn, which becomes the cut pile carpet. Stapled carpet slowly but surely loses those tiny shards over time as it wears. This gradual loss of fiber creates matted traffic lanes that cannot be cleaned back to new.
Deciphering whether or not your customer has stapled or continues filament fibers greatly reduces customer complaints while actually increases word-of-mouth advertising because you're now the expert in their eyes - even if they have stapled carpet! At EverClean, we call it "taking the knee," where our tech's bend down, rub the carpet with their thumb for about 10 seconds, then pinch the area to see if any carpet shards come up. If so, they explain to the customer why the carpet is matting or may mat in the future. They then proceed to educate the customer on the differences between stapled and continues filament fibers, which the customer appreciates because now they know what to look for.
When you get a five star review you can likely thank continues filament fibers for contributing to your success. Ok, maybe that's a stretch, but the fiber type truly does influence the customer's overall satisfaction, so much so that we wouldn't dare clean a carpet without letting the customer know what to expect first. Continues filament fibers are like each hair on our head, they're continues. Each carpet yarn is composed of hundreds of continues tiny strands wound together making premature wear obsolete. Continues filament fibers clean much better, wear much longer and win you much more praise through referrals and word-of-mouth. But if it's not continues, you and your techs should find a way to disclaim the all too common symptoms of stapled fibers, which includes matting and fiber loss.
You've heard it before, "can you make the carpet fibers stand up?" The reason the customer's carpet is laying flat is most likely because it is 1) stapled carpet and 2) polyester, but stapled nylon can mat early also. Like wool, stapled fibers are small shards of fibers wound into a yarn, which becomes the cut pile carpet. Stapled carpet slowly but surely loses those tiny shards over time as it wears. This gradual loss of fiber creates matted traffic lanes that cannot be cleaned back to new.
Deciphering whether or not your customer has stapled or continues filament fibers greatly reduces customer complaints while actually increases word-of-mouth advertising because you're now the expert in their eyes - even if they have stapled carpet! At EverClean, we call it "taking the knee," where our tech's bend down, rub the carpet with their thumb for about 10 seconds, then pinch the area to see if any carpet shards come up. If so, they explain to the customer why the carpet is matting or may mat in the future. They then proceed to educate the customer on the differences between stapled and continues filament fibers, which the customer appreciates because now they know what to look for.
When you get a five star review you can likely thank continues filament fibers for contributing to your success. Ok, maybe that's a stretch, but the fiber type truly does influence the customer's overall satisfaction, so much so that we wouldn't dare clean a carpet without letting the customer know what to expect first. Continues filament fibers are like each hair on our head, they're continues. Each carpet yarn is composed of hundreds of continues tiny strands wound together making premature wear obsolete. Continues filament fibers clean much better, wear much longer and win you much more praise through referrals and word-of-mouth. But if it's not continues, you and your techs should find a way to disclaim the all too common symptoms of stapled fibers, which includes matting and fiber loss.
