Exceptional Client Experience - VIP Maintenance Program

The Diamond Carpet Cleaning Team understand how busy you get and how calling your favourite carpet cleaner is just one of many things on your ‘To Do’ list.  Often it gets pushed to the bottom of the list or you simply forget to call.   Sometimes you just can’t seem to find the money to pay for the clean and so it gets pushed back for yet another month.  Time passes by and your carpets and lounge suites become dirty, often causing irreparable damage to the fibres.   If only there was a way to schedule your cleaning so you didn’t have to remember to call...  If only there was a way for the clean to already be paid for… for the payment to be more manageable.  
 
Well look no further.  Diamond Carpet Cleaning have a unique program call the VIP PROGRAM.  Our VIP Program preschedules your clean for 6, 12 or 18 months depending on your family’s needs.  The payments for your clean are broken into small, manageable payments and paid as a scheduled direct deposit from your bank account each month or fortnight. A few weeks before your clean is due, our office staff give you a call to confirm the booking.  If the time is not suitable, we simply reschedule to a time that suits you.  And the best part is… the clean is already paid for in full.  There is no need to dip into your savings account or cut back on your budget. 
 
BONUS!! As a member of our VIP Program you will get huge discounts (up to 50%) off your scheduled cleaning and any extra cleaning you’d like us to do while were are in your home. 

Debunking the Myths (Part 6)

Craig and I have been in the carpet cleaning industry for over 10 years and during that time, we have heard a lot of myths about the carpet cleaning industry.  We thought we would take this opportunity to do debunk some of the most common myths that we hear.  Each month we will debunk another myth.  This month we will be looking at

MISCONCEPTION #6:  Any honest carpet cleaning company should be able to give you an exact price quote over the telephone.

I wish this were true, but it isn’t.

Asking for a price for carpet cleaning over the phone is a bit like ringing up a mechanic and saying your car is making  a funny noise... How much will it cost to fix it?  Without hearing the noise and inspecting the car thoroughly, a mechanic does not know where the noise is coming from, what is causing it and what steps he needs to take to fix it.  Each car situation is unique.  

It is the same with cleaning carpets.  Each property is unique and factors such as the size of the room, the level of soiling, the type of fibre the carpet is made of and whether we move furniture, you move furniture or we go around the furniture and if there are any stubborn stains that will require additional treatment can influence the price of the clean. 

Giving a price over the phone can lead to unexpected changes in a price leaving unhappy clients.  I one gave an estimate for a clean over the phone for 4 bedrooms to be cleaned.  The client said they were average size rooms.  I estimated it to be 40 sq m but when our technician got there the total room size was nearly 80 sq m.  This doubled the price of the clean.  The client was shocked but had no choice to go ahead with the clean as they needed to be cleaned that day.  The client felt tricked by us and needless to say we have not heard from her again.  

That's why at Diamond Carpet Cleaning, we offer a free Healthy Home Audit. We measure the rooms to be cleaned, go through any concerns you have, let you know what kind of results you can expect and of course give you a written price that will not change on the day of the clean (unless you decide to get more done ☺).

Debunking the Myths (Part 5)

Craig and I have been in the carpet cleaning industry for over 10 years and during that time, we have heard a lot of myths about the carpet cleaning industry.  We thought we would take this opportunity to do debunk some of the most common myths that we hear.  Each month we will debunk another myth.  This month we will be looking a

MISCONCEPTION #5:  

The company that offers the lowest price is the company you should hire.

This myth could not be further from the truth. I’ve seen so many problems arise from lowest bid companies that I suggest you NEVER hire the company that quotes the cheapest price.  The three most common problems are:

(1)       The price may not be for the services you want performed. The company may be equipped to remove only the dirt off the surface of your carpet. But you want a deep down thorough clean and you may want removal of bacteria, fungus, pollens, dust mites, and tobacco residues.

(2)       The price you see advertised may not be the price you pay. Many homeowners have learned that the low price they saw advertised only lasted until the carpet cleaner got into their home. Then they were pressured into paying a lot more for a variety of add-ons. (Some carpet cleaners even break the law by using illegal bait-and-switch tactics.)

(3)       Often, (but definitely not always) the cheapest company will rush through the job giving you a less than thorough cleaning. They may leave the carpet wet for days (which can damage it) or they may use cheap cleaning agents or equipment which will not clean as thoroughly and possibly even damage your carpet.

That's why at Diamond Carpet Cleaning, we offer a free Healthy Home Audit to discuss

your cleaning needs.  We let you know what we will do, how much it will cost and of

course, should you choose to use our company, we give you the Most Detailed Cleanig

Ever... Or it's Free!.  

On Location

This heavily soiled carpet was restored to it's original colour.  Our technicians were also able to remove the oil stains.  Great job guys.  

Debunking the Myths of Carpet Cleaning - Part 4

MISCONCEPTION # 4:  Having the right equipment is all a company needs to clean your carpets properly.

Not True.  Many companies own hot-water cleaners but few companies teach their employees how to use them properly.  This is why it’s important that you choose your carpet cleaner carefully.  The best cleaning companies are those that have been certified by the Institute of Inspection, Cleaning and Restoration Certification, known as the IICRC.  Before you choose a carpet cleaner, ask to see written proof of the company’s IICRC certification and also the certification of the technician who is going to do the job!  If they don’t have them, don’t use them!

All Diamond Carpet Cleaning Techncians regularly attend training sessions to update their knowledge & skill so that we can deliver the Most Detailed Clean Ever…

  

Debunking the Myths Part 3.

Craig and I have been in the carpet cleaning industry for over 10 years and during that time, we have heard a lot of myths about the carpet cleaning industry.  We thought we would take this opportunity to do debunk some of the most common myths that we hear.  Each month we will debunk another myth.  This month we will be looking at:

Myth #3:  One method of carpet cleaning is as good as another. 

NO.  The dry cleaning methods – which are dry foam, dry chemicals and dry compounds – do not rinse your carpet in any way.  Instead, they leave a dirty residue.  You might say they clean your carpets only halfway.  The most effective cleaning method is hot water extraction.

Hot water extraction means a hot water cleaning solution, under high pressure, is forced into your carpet and then sucked out of your carpet.  Shaw Industries, the world’s largest carpet manufacturer, recommends hot water extraction as the primary method for cleaning carpets, along with an IICRC approved firm (More about that next month). 

Carpet cleaners use one of two types of hot water extraction.  If they use a large unit that operates from a van or truck outside your home, it’s called truck mounted extraction.  If they use a small unit that can be brought inside, it’s called portable extractions.  Shaw’s first choice it he truck-mounted unit.  And it recommends the small portable unit only in areas where the tuck-mounted unit won’t reach.

The truck-mounted extraction cleans much better because it heats the water to a higher temperature, which breaks up the dirt, bacteria, chemicals and colleens in the carpet.  Then the machine uses high suction to draw the dirt and chemical out of your carpet.  This is the method our company uses. 

So please don’t be fooled by lower prices from companies who offer dry carpet cleaning.  The price might be lower but even the experts in carpet agree that it is not the best for your carpets.  

Latest things happening at Diamond Carpet Cleaning

The view from a home we cleaned near Emu Park last week.

Adam's Train wheels are off and he is out and about cleaning carpet, tiles and upholstery on his own. Adam did 6 weeks of cleaning with myself (Craig) and also completed a week long course in Brisbane so you can be confident in his abilities when he comes to your home.

And Finally a video for you.

Thanks
Craig Holland

Debunking the myths (Part 2)

Craig and I have been in the carpet cleaning industry for over 10 years and during that time, we have heard a lot of myths about the carpet cleaning industry.  We thought we would take this opportunity to do debunk some of the most common myths that we hear.  Each month we will debunk another myth.  This month we will be looking at:

Myth #2:  The only reason to clean carpets is to remove the dirt.

As you probably know, outdoor air contains pollens, fungus, bacteria, air pollution, cigarette smoke, care exhaust and hundreds of other chemicals. When you come into your home, you carry those pollens, bacteria and chemicals in your hair and on your skin, clothing and shoes.  Not surprisingly, all those chemicals and toxins wind up in your carpet.

We read last month that carpets act like a filter, trapping all of the dirt and debris.  When your carpet ‘filter’ is full the dirt and debris have nowhere else to go… and neither do the chemicals and toxins.  If the chemicals and toxins are not removed, the quality of your indoor air is reduced.  Smells and odours linger.  We start to breathe the chemicals and toxins in and our health can be effected.     

If you have allergies, asthma, emphysema, or other breathing problems, one major source of your problem could be the pollens, fungus, smoke and chemicals in the carpet.  Getting you carpets cleaned regularly will clear your carpet ‘filter’ allowing it to trap the chemicals and toxins and improve the quality of your indoor home. 

To keep your carpet ‘filter’ clean and to improve the quality of your indoor air we recommend the following:

• Put a door mat at each entrance of your home to reduce the amount of dirt you bring onto your carpet
• Take off your shoes and leave them at the door. If you like to wear shoes inside, have a pair just for inside use.
• Vacuum at least once per week. Up to 3 times per week if you have pets.
• Get a deep down clean from your friendly local carpet cleaner to clean out the ‘filter’ every 6-12 months

Exceptional Client Experience - Trained & Certified Technicians

In Australia, the carpet cleaning industry is not regulated.  This means every Tom, Dick and Harry can start a carpet cleaning business without any knowledge or experience on how to clean carpets properly.  Many carpet cleaners have little to no training on how to clean carpets and often do more harm to than good. Carpets are left too wet.  They start to smell.  Spots return and carpets can even turn brown.  This leaves one question in a buyers mind… Who can I trust to clean my carpets properly? Our answer is to trust a carpet cleaner who has received training and certification. 

At Diamond Carpet Cleaning, all of our new team members receive informal training through our in house training system.  They work alongside technicians who have received formal training and certification, learning how to best care for your carpets. Once the technician has gained experience, he attends formal training through the IICRC and Interactive Training International and sits exams to gain his certification. 

The formal training gives both knowledge and practical experience on how to identify fibres, characteristics of fibres , cleaning methods, stain removal, problems associated with carpet cleaning and how to prevent these problems and much more.   As a result, our technicians are better equipped to not only clean your carpets but look after them as well.  

Debunking the Myths of Carpet Cleaning (Part 1)

Craig and I have been in the carpet cleaning industry for over 10 years and during that time, we have heard a lot of myths about the carpet cleaning industry.  We thought we would take this opportunity to do debunk some of the most common myths that we hear.  Each month we will debunk another myth.  This month we will be looking at:

Myth #1.   You should wait until your carpets look dirty before cleaning your carpet

Carpet works like a filter.  It traps dirt and debris that would otherwise be floating around the air.  Carpet is also designed to hide the dirt and debris.  It is only once the ‘filter’ gets full that your carpet shows signs of being dirty.  But once your carpet begins to look dirty it is too late.

To the naked eye, dirt has a smooth look to it.  But under a microscope, soil is shown to have sharp jagged edges and is very abrasive.  As we step on our carpet, we grind the soil into the fibres and it acts like tiny saws, cutting into your carpet’s delicate fibres and causes permanent damage.  Soon, permanent traffic ways appear and no amount of cleaning can restore the carpet fibres. 

The longer you wait to have your carpets cleaned, the more damage you do to your carpets and the faster it wears out! Carpets should be cleaned to remove the dirt before it can do permanent damage to your carpet fibres.

Here is a prescription to keep the soil out of your carpets and prevent premature wear and tear on your carpets.

1. Put a door mat at each entrance of your home to reduce the amount of dirt you bring onto your carpet.
2. Take off your shoes and leave them at the door.  If you like to wear shoes inside, have a pair just for inside use.
3. Vacuum at least once per week.  Up to 3 times per week if you have pets.
4. Get a deep down clean from your friendly local carpet cleaner to clean out he 'filter' every 6-12 months.
5. Re-apply your carpet protection at every carpet clean to protect your carpet fibres from abrasive dirt.  

Exceptional Client Experience - Quality Assurance Call

Have you ever had a service performed by a company only to have the experience or service provided not quite meet your standards.  You could probably ring up and ask them to come back and do it again… but you just can’t be bothered…  Well at Diamond Carpet Cleaning, we want to make sure that your experience with us has been exceptional, so within 5 days after the clean we call you to check how we went.  If for any reason you weren’t happy with the clean, of course we will come back and fix it for you for free.  If the experience was not exceptional, we’d love to hear how we can improve,  so we can deliver an Exception Client Experience the next time you or any of our clients use our service.