Article Number : 4957 |
|
Article Detail |
|
 | |
| Date | 10/12/2009 8:26:52 AM |
| Written By | LGM & Associates Technical Flooring Services |
| View this article at: | //floorbiz.com/BizResources/NPViewArticle.asp?ArticleID=4957 |
| Abstract | By Matthew Spieler When it comes to keeping carpet clean, mills have some clause in their warranties tying it to proper maintenance. But, as industry standards on maintenance become more accepted by leading private and public organizations around the country, manufacturers are either... |
| Article | By Matthew Spieler When it comes to keeping carpet clean, mills have some clause in their warranties tying it to proper maintenance. But, as industry standards on maintenance become more accepted by leading private and public organizations around the country, manufacturers are either rewriting their warranties—if they have not done so already—or stressing how theirs are already in line or surpass what is out there. The rewriting of warranties actually began nearly three years ago by companies such as Shaw, Mohawk and Beaulieu. While each has its own wording, the new language deals with the use of cleaning supplies and equipment certified under the Carpet & Rug Institute’s (CRI) Seal of Approval and Green Seal programs. In addition, if a professional cleaning service is used, the business needs to be certified by the Institute of Inspection, Cleaning and Restoration Certification (IICRC). Chris Drummond, vice president customer quality assurance for Bentley Prince Street, noted “[other mills] may have been the first to include specific language about CRI’s maintenance program, but warranties have always been linked to maintenance in some fashion.” While proper maintenance has always been a condition to maintain residential warranties, Carey Mitchell, Shaw’s director of the technical services, said the new definition “helps consumers better understand what is necessary for proper maintenance of their products, and is ultimately intended to promote better consumer satisfaction.” Mills that base their warranties on their own recommendations are quick to note these systems are based on or exceed current and developing standards and are designed to offer more benefits to enhance business. Milliken is one such company. Bob Baird, business manager for the mill’s Contract Global unit, said all products in its MilliCare program “are Green Seal certified and the process achieves CRI Approval for Deep Cleaning. In addition, all technicians at MilliCare franchises are certified by IICRC.” No matter how a mill is wording its warranties, executives struck upon a common theme: enhancing customer satisfaction. “We want to satisfy our customers and proper maintenance is critical to achieving that goal,” Baird noted. “Bentley works hard to have partner relationships with customers and customer service is all about resolving problems in a way that works for everyone,” explained Drummond. One of the keys to achieve this is making sure the end user is aware of the maintenance criteria at the time of sale. “Our sense,” said Steve Gray, Mohawk’s director of after sales service, “is the owner/manager knows warranties are kept in tact if the carpet is cleaned with Seal of Approval products and by trained technicians. However, it doesn’t seem it’s something retail sales associates either know about, or feel comfortable discussing.” Mike Zoellner, Mohawk’s vice president of marketing services, added the mill’s Mohawk University “includes these topics in its retailer and Mohawk territory manager training programs.” With CRI programs being widely accepted the next step is an actual standard that is recognized by third party constituents, including government and non- government entities. Shaw’s Mitchell noted while IICRC’s Standard…for Professional Carpet Cleaning has been in existence for 18 years, the organization is “nearly through the process of getting it accredited by the American National Standards Institute (ANSI) [which will make it a] national standard.” To that end, Drummond said Bentley, like others, is reworking warranties and guidelines for its Web site to more specifically cite CRI and “clearly reflect this important shift to establish minimum standards.” |