Carpet Cleaning Survey Looks into Trust Issues with Customers
Mukilteo, WA - A survey conducted the first two weeks of July 2011 asked carpet cleaning technicians how they build trust with customers, especifically new customers; the types of issues that arise when first meeting a new customer; and how to build customer loyalty.
Approximately 350 registered owners of HydraMaster and U.S. Products carpet extractors were invited to take the four-question, multiple choice survey, with seventy-four completing it as of July 25, 2011.
According to the findings, when meeting with a female customer for the first time, carpet cleaning professionals believe her key concerns are:
• Personal safety, 63 percent
• The cost of the service, 13 percent*
Other concerns involved possible breakage or damage to property as well as carpet drying time after cleaning.
When meeting a male customer for the first time, the overwhelming concern, according to the technicians surveyed, was the cost of service.
Personal safety was not noted as a concern; however, the technicians reported some male customers did enquire about carpet drying times.
Asked the most common questions carpet cleaning technicians get from a customer, new, old, male, or female, these were the results:
• How much will it cost?: 75 percent
• When can you be here?: 13 percent
• How long have you been in business?: 13 percent
As to building trust with a new customer, virtually all the technicians answered this is best accomplished by "acting professionally." However, as to how they get repeat customers, these were their responses:
• Exceptionally good service, 63 percent
• Customer trust, 37 percent
"Being in the carpet cleaning business is really being in the people business," says Mickey McKee, vice president of sales and marketing for both U.S. Products and HydraMaster. "Carpet cleaning skills are essential but some of the most successful carpet cleaners are often those with the best people skills."
*All percentages are rounded up to the next highest number; may not equal 100 percent. This is not a scientific survey.
About U.S. Products
U.S. Products has been manufacturing cleaning equipment for carpeting, floors, draperies, upholstery, and restoration for more than 25 years. The company is well known for its innovative internal heating systems, which deliver 212°F at the wand tip; its top-quality components; and its solid-state circuitry, which allow for precise operation and equipment control.
HydraMaster is a multimillion-dollar corporation with 150 employees and 90 representatives worldwide. The company manufactures several truckmount systems, a wide variety of accessories for high-performance truckmounts, and specialized cleaning wands.