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Wednesday, April 10, 2013

Meet Our Rug Expert

I’ve known Greg, the managing partner of A Cleaner World Carpet Cleaning, for over 15 years. Whenever I think of Greg, I think of the guy I know personally – a fun guy with non-stop witty one-liners. But he has a serious side – he is truly committed to taking good care of his customers, whether it’s returning a rug to them in showroom shape or helping them make an educated and wise rug purchase.

Here’s a great example of what I’m talking about. Recently, a customer dropped off a rug for cleaning explaining that the rug was putting off a powdery, dusty substance. The first step in the process is a thorough inspection; Greg inspects the entire rug including the fringe, body, edges, and back before beginning the cleaning process. So while inspecting this particular rug, Greg noticed that the underside of the rug had begun to separate from the top.

Backing separation is a common occurrence -- the secondary backing is glued together by a thin layer of latex. Latex deteriorates over time and simply loses the ability to hold the rug layers together. And while there might be instances where the old latex can be removed and the layers be re-glued, it is a process that is both time consuming and expensive.

Greg contacted the customer and shared what he found. He also stated that cleaning the rug would not solve the problem. The customer came by to pick up the rug and explained that he was just going to apply the money he would have spent on cleaning the old rug toward the purchase of a new rug. Greg asked the customer if he had a few minutes, and he took the customer to our processing room and showed him a number of rugs – pointing out the differences in construction and explaining what to look for as he started shopping for a new rug.

That’s the way he approaches running his business – looking for the best way to take care of his customers even if it means simply taking time to educate – and hopefully throwing in a few good one-liners along the way so that they too can see his fun side.

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