Article Number : 4546 |
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| Date | 6/8/2009 7:17:06 AM |
| Written By | LGM & Associates Technical Flooring Services |
| View this article at: | //floorbiz.com/BizResources/NPViewArticle.asp?ArticleID=4546 |
| Abstract | DALTON—To encourage carpet-cleaning companies to provide a higher level of customer service and satisfaction the Carpet & Rug Institute (CRI) has added a code of conduct clause to... |
| Article | DALTON—To encourage carpet-cleaning companies to provide a higher level of customer service and satisfaction the Carpet & Rug Institute (CRI) has added a code of conduct clause to its Seal of Approval (SOA) program. The code of conduct requires certified providers to uphold a high standard of accountability, responsibility and customer-oriented service, noted Werner Braun, CRI’s president. It also has provisions for carpet, equipment and sundries manufacturers, including honoring warranties and providing product usage and cleaning and maintenance information for consumers. “The Seal of Approval is designed to make carpet cleaning and maintenance easy by helping identify companies who use only superior performing products and equipment and are responsible for the workmanship of the services provided,” he explained. SOA’s code requires all participants to “operate in compliance with federal, state and local regulations and ordinances,” as well as to “fulfill the responsibilities as defined in the [program’s] Basic Principles of Consumer Satisfaction.” In addition, the individual provisions in the code require such things as carpet manufacturers to “be accountable for providing first quality merchandise,” “provide essential cleaning and/or maintenance information as applicable” and “provide and honor warranties that do not create unrealistic consumer expectations.” Cleaning and maintenance contractors are asked to not only “be responsible for the workmanship of the services provided” but to “utilize exclusively SOA products and equipment.” And, equipment and sundries manufacturers are required to not just be accountable for their merchandise but making sure they are certified under the SOA program and to make sure all the applicable instructions are provided. CRI said current SOA companies are grandfathered in for the remainder of the year, but starting next year everyone must sign the new Service Provider Plus agreement. Choosing the wrong service provider can be a disaster, Werner explained, since a bad choice may result in poor carpet cleaning or even damage to carpet fibers. As a result of adding the code, “customers can feel confident about doing business with companies who have earned the Seal of Approval.” While CRI is not in a position to police the code, Pat Jennings, SOA manager, said, “If we find someone is not abiding by this code, we will address the issue with our Cleaning and Maintenance Issues Management Team for their decision. Most likely, if they were found to be out of compliance, they would be removed from the program, and consequently our Web site.” Now in its fifth year, SOA includes 186 participating manufacturers with 471 products certified and nearly 700 service providers. The program tests and certifies superior performing carpet cleaning solutions, vacuums, deep cleaning extractors and professional carpet cleaners. SOA also aims to match the right cleaning methods with the right products and strongly recommends participants are also certified by the Institute of Inspection, Cleaning and Restorative Certification (IICRC). For more about the code of conduct and the SOA program, call 706.278.3176. |