Cleaning & Maintenance Management Online

Survey looks at trust issues with carpet cleaners

August 1, 2011

MUKILTEO, WA — A survey conducted in July 2011 asked carpet cleaning technicians how they build trust with customers, especially new customers; the types of issues that arise when first meeting a new customer; and how to build customer loyalty, according to a press release.

Approximately 350 registered owners of HydraMaster and U.S. Products carpet extractors were invited to take the four-question, multiple choice survey, with 74 completing it as of July 25, 2011, the release stated.

According to the release, when meeting with a female customer for the first time, carpet cleaning professionals believe her key concerns are personal safety (63 percent) and the cost of the service (13 percent).

When meeting a male customer for the first time, the overwhelming concern, according to the technicians surveyed, was the cost of service, the release noted.

"Being in the carpet cleaning business is really being in the people business," said 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," McKee added.

To view the rest of the survey results, click here.

Click here to read the complete release.