There are few subjects that cause more confusion and misunderstanding than the use of cleaning code tags on upholstery!

As of this date, upholstery fabrics are not covered under the Federal Trade Commission's Care Labeling Rule. Furniture manufacturer's have voluntarily developed code tags for furniture cleaning in an attempt to assist the consumer in the care of their furniture, as well as help to reduce cleaning related complaints. As this level of care labeling is voluntary, you will not see these tags on all furniture you clean. 

The Code Tags That You Will See Are:

"W":  This code tag suggests that the consumer vacuum their furniture on a regular basis, and clean with water based detergents when necessary. 

"S": The "S" code also suggests vacuuming, and directs that the consumer use dry cleaning solvents to clean the fabric. The code may also state that the use of water based products may cause shrinking, staining or distortion of the surface pile.

"W-S": The "W-S" code gives the consumer the choice of cleaning with water based detergents or solvents.

"X": The "X" code rating states that the only cleaning that may be attempted on this fabric is vacuuming.  The "X" code warns the  consumer that using of either water or solvent based products may cause excessive shrinkage, staining, or distortion of the surface pile.

*NOTE: According to representatives of the furniture manufacturing industry, these codes are dye codes.  This means that these code tags state whether or not the dyes used in the fabric are stable in water or solvent based cleaning materials. 

At this point, the confusion, misunderstanding, and anger begin to occur! Trained, experienced cleaners have found that most fabrics with an "S" code may be cleaned with water based solutions. If you  avoid harsh cleaning agents and dry fabrics quickly, it is extremely unlikely that you, the professional, will find truly "dry clean only" fabrics. Neither can you assume that a "W" code means that a fabric can be cleaned with any water based material! You must test all fabrics with the cleaning materials that you intend to use, regardless of what the cleaning tag states! 

The most difficult situations occur when the consumer insists that the fabric be cleaned with the method recommended on the tag. If this occurs, you must clearly explain what your customers' choices are, and let them make the decision, and take the responsibility! 

Here is an example of how to handle this situation:

CONSUMER: "I want to have this sofa dry cleaned. The tag on the deck says that is the only safe way to have it cleaned."

CLEANER: "I'm glad to see that you are concerned about the care of your furniture. Our company is trained in the use of all cleaning methods, including dry cleaning. It's been our experience, however, that when a fabric reaches the soil level that this has, cleaning with water based solutions is preferable. 

We use special dye setting agents and procedures which help to avoid the problems that might otherwise occur if the fabric is cleaned with water. I'll test your fabric with these materials before I begin, and show you the results of the test. You can decide which method that you would prefer me to use at that time."

In most cases, your customer will be satisfied with your explanation, especially if you let them know that dry cleaning does not clean as well, and that you have other safe ways to clean the fabric.  However, you might have a customer that is still uncomfortable with having the fabric cleaned contrary to the recommended cleaning tag. If your customer insists that the fabric be dry cleaned when you know that this isn't necessary, you have the following options:

#1. Agree to dry clean the fabric.  If you choose to dry clean, you still have to test! You should also demonstrate the low level of soil removal by applying some solvent to a heavily soiled area and blotting it with a clean white towel, or, if convenient, actually dry clean a specific area.  The lack of results may change your customers mind. You must also inform your customer of all of the safety aspects involved with on location dry cleaning, and ask them to leave the room while you put on your safety gear.

If the fabric is heavily soiled, make sure that your customer knows that the cleaning results may be poor and you will only dry clean at the customers risk of poor results.

Do not dry clean (even at the customer's insistence), then re-clean with water when the customer complains. Make a point to clearly explain these limitations ahead of time, as well as the fact there will be a service charge for any recalls, and you won't be taken advantage of in this way. 

#2. Refuse to clean the fabric.  If you do not have the ability or inclination to dry clean, don't argue with a customer who has a "dry cleaning mind set". If you use a method that makes your customer uncomfortable, they might "look for trouble" when you've completed the job. Your customer will scrutinize every color difference, texture change, etc. because they expect there to be a problem. These situations rarely occur when you have long term customers who have a great deal of trust in you. You run the greatest risk of unjustified claims when you clean for customers for the first time, or in warranty referral service situations.

Since you cannot rely on cleaning code tags to tell you the best possible method of cleaning, and your customer may expect you to follow them regardless of your recommendations, your company will need to have clear policies on how you will handle these concerns.   

Efforts have been made by both the IICRC and ASCR to improve the labeling of furniture. If these groups have success, our job will be easier in the future. Until then, the best method of handling these conflicts is communication. Let your customer know what can be done, and leave the choices up to them. You have an obligation to deliver the best possible service to your customer, with honesty and integrity. Just as importantly, you also have an obligation to yourself and your family to operate your business profitably.