- THE MAGAZINE
Certified Firms who are properly qualified can benefit from offering multiple types of cleaning and restoration services to customers who may not know that they are trained to perform these additional services. These "add-ons" include fabric protection, upholstery and drapery cleaning, urine decontamination, carpet repair, etc. The IICRC survey indicates that additional services are offered to consumers less than half the time, if they're even mentioned by the technician.
In addition, the survey shows that while 71 percent of consumers who were questioned purchased hot water extraction or steam carpet cleaning, only 25-30 percent purchased stain/soil resistant treatment. Yet many firms performing the cleaning were qualified to offer this additional service to their interested customers.
These statistics reveal that the opportunity for increased business and income lies predominantly in "asking for the sale" by offering additional cleaning services, such as leather upholstery cleaning (LCT), area rug cleaning (RCT), and stone, marble and tile cleaning (SMT). These are also the newest certification categories offered by the IICRC. By offering these services that are related to the initial service requested, a firm can add greater value to each consumer while generating more business for itself.
"Certified Firms are losing out on potential business that they are trained and qualified to provide," said Ruth Travis, vice-chair and marketing director for the IICRC. "By making consumers aware that several of their cleaning and restoration needs can be met in one visit by one company, firms can save their customers valuable time and demonstrate to those customers the value of the variety of services the firm provides."