- THE MAGAZINE
Attendees included approximately 50 representatives from mills and related organizations including the Carpet and Rug Institute (CRI), Beaulieu USA, Dixie Home Customer Support, Invista, J and J/Invision, Kane Carpets, LGM, Millicare, Mohawk, Racine Industries, Rug Doctor, Shaw Industries, Spectra Commercial Flooring and Tandus.
The meeting was coordinated by Honorary Board Member Cy Gantt and conducted by IICRC-Approved Instructors Jeff Bishop, Bob Merkt and Ruth Travis. Bishop and Merkt each led segments of the meeting providing carpet cleaning and hard surface overviews of cleaning methods, including definitions, principles of cleaning, procedural components and proper steps, respectively. Live demonstrations of several IICRC recognized methods for cleaning carpet were also provided. Travis discussed the importance of both the CRI Seal of Approval Program as well as the benefits of using IICRC Certified Firms for cleanings, restorations and inspections.
Educating claims representatives and trainers on a regular basis allows them to better work with customers on perceived warranty issues by understanding the challenges flooring and carpet maintenance professionals routinely face. When a customer contacts the manufacturer to make a claim on a warranty, there are several options that claims representatives should consider prior to replacing the product. The issue may often be maintenance rather than product performance. Armed with understanding and insight, representatives will be able to walk the customer through the basic floor cleaning recommendations and advise them on appropriate maintenance techniques and resources.
“We think it’s important for everyone in the flooring industry to know the right way to properly clean both carpet and hard surfaces – this not only goes for those performing the cleaning, but for individuals who are often the first point of contact for a customer with issues,” said Travis, IICRC president. “As a leader in the cleaning and restoration industry, particularly in education, the IICRC is pleased to offer this annual opportunity to manufacturers, other industry partners and their employees.”
Attendees were also provided with a copy of the 2008 IICRC International Registry of Flooring Inspectors for future reference as well as an overview of the Carpet and Rug Institute’s (CRI) Seal of Approval program and what it means to the professional cleaner and carpet industry.