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I was just in a very expensive B&B. I went through the regular routine then asked if the lady would like protectant applied after cleaning. Her reply was, “oh it has a lifetime protectant applied to it so I don’t need it.” “however, you can do just the area rugs” I was kind of stumped. I hate it when I don’t know what to say. Can any of you help me out as to what I could have done?
My first question is what was the carpet made out of?I have never heard of a “lifetime protectant”. My guess is either she doesn’t understand her warranty, or she has olefin and some salesperson told her that it won’t stain so it has a lifetime protectant. If it was nylon, tell her to read her warranty again as it more than likely doesn’t have a lifetime warranty like she thinks it does. If it is olefin/polypropelene, educate her that it does resist staining in regards to dye spills, but it does attract oils by nature and a protectant would help repel the oils (teflon protectant supposedly works better against oils than silicone protectants). I always equate protectant to car wax as it’s easy for people to relate. Car wax needs to be reapplied periodically, as does protectant.
The last time I remember someone talking about a “life time warranty” Is a gal that had a Kirby vacuum. When something went wrong she took it in and the rep said that the life of it was gone therefore so was the “life time warranty.”
When you read the fine print on the carpet warranty you see right away, there is no warranty. “Not covered in traffic areas, places where there has been spills,” etc. I came to the conclusion that the only part of the carpet that was covered was under the couch, and thats only if they never move it.
It seems the only warranty coverage is when a local distributor wants to give a discount towards a new one.
I don’t have much faith in manufacture that tries every way possible to get out of their obligation, and covering themselves and instead of the warranty.
Thanks for all of the input so far guys, I am wondering though if she just needs to be explained the difference between staining and wearing. By the way, she called today and wants me to go back. There was a coffee spill that came back, also red wine. It is on cream colored berber, very very stif loops also. I don’t know whether to lightly hit it or what. It is probably one of the toughest stains that I have had to deal with. Any help? I hope that this time around I will be able to sell the protectant.
If it reappeared, I’m guessing it is olefin as olefin is known for wicking issues as it repels water by nature. If it is olefin, you should be able to get the spots out no problem, just make sure to really get it dry.
Listen to Dave
He knows of what he speaks.
Over the years I have known some carpet salesman/installers. One guy said that there is a carpet out there that has a 10 year stain PROOF warranty. This guy was also a carpet inspector for 20 years. They say you can pour 100% bleach on is and it won’t bleach it out. Dave is right I do believe. If she had this it would eliminate the protectant.
They say you can pour 100% bleach on is and it won’t bleach it out.
maybe just burn a hole through it. that’s all.
I am a firm believer in our stain protector. Think beyond the stain. Our protector is also a soil repelant, an anti-static product and a UV protectant. I always tell a customer in question that no protector last forever, so why take the risk? Let them know of all the things that will break down all protectors – Foot traffic, vacuuming, sun light, professional cleaning. Put the fear in them and they will buy your product. Keep in mind that it is always easiest to sell it when you include it in the price. I just did a bid for an empty college house for the tenants moving out. $180 to clean and protect a small 2-BR house. I got the job and I don’t think they realized they were buying protector. I did a $2000 bid for the commons areas for an apt. association (group ownership). I was the highest bid by $300. The next bid lower also included protector but I got the job. I’ve applied stain protector to carpet that had holes chewed in it by dogs, carpet that was saturated in dog urine that I pretended wasn’t there. I’m charging apartment owners $135 to clean and protect a 3-BR unit when their previous cleaner charged $65 to clean only. We are the professional carpet cleaners. We need to be the educators, not our customers.
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