I oftentimes encounter customers who complain that their carpet is not being cleaned to the standards outlined in the specification and I usually agree with them. First of all, the specifications are not always realistic with the desired outcomes.

For instance, I recently reviewed a contract that requires HWE (Hot Water Extraction) once per year but does not budget in any time/funding for Interim Carpet Cleaning (Bonnet or Encapsulation) but does stress that spill removal and carpet spotting should be performed “As Needed.” In addition, they do not allow backpack vacuums since “everyone knows” that the only way to vacuum is to have a beater bar regardless of its lack of suction. It should be noted that the customer means well since they do not understand the process of cleaning carpet effectively.

First of all, unless the carpet is plush or the old-fashioned shag type carpet, an upright with a beater bar seldom performs as well as a quality backpack primarily due to the differences in suction and lift. Another point to consider is that HWE in all areas is not only a waste of resources but also possibly causing damage to the carpet (if excess moisture is left in the fibers).

Failing to fund Interim Carpet Cleaning in the high-traffic areas dooms the building service contractor to either providing free services or cheating on the specs by bonnet or encapsulation cleaning key high-traffic areas on the sly. I do not know of any other way of fulfilling the expectations of the customer who thinks they can keep the carpet clean looking by requiring spill and spot removal. After a period of time, the spots that have been cleaned make the surrounding areas look dirty which of course, generates complaints.

Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net


posted on 6/3/2016