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Warning: 4 Steps to Avoid Problems With Upholstery Care Labels!
During routine inspection of furniture, you might find a “cleaning care label” that frightens, annoys, or confuses you.
If you haven't yet seen one of these, upholstery may have a label that says one of the four things listed here:
"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.
These codes have been used for decades. While they are primarily there for the instruction of the owner of the furniture to guide them in cleaning care, those individuals often believe a cleaner must go by those tags. Some cleaners even believe this.
I recently heard from a cleaner who found a piece that had a label with far more detailed cleaning instructions:
This tag advises the customer about spot removal, including the use of water based spotters, but then advises against hot water extraction for cleaning.
However, as a result of the customer having followed the spotting advice closely, a spill of chocolate milk looked like this after the customer's spotting efforts:
If you were this cleaner, and were asked to correct this problem, what would you do?
Here are four things you should do to help your customer understand what you intend to do:
1. Acknowledge the Tag:
Never disregard it, or tell the customer not to worry about it. If your customer is aware of its warnings, such behavior will only increase their anxiety and perhaps also make them "look for trouble" after the cleaning job is done. Instead acknowledge that the manufacturer has some concerns, then reassure your customer that you will then follow steps to make sure that they are happy with the results.
2. Test and Inspect:
Always test upholstery fabrics for colorfastness and the fiber family content. These tests will help you choose the best possible cleaning products and procedures. Also inspect for preexisting conditions that you might be blamed for, which is especially common when consumers develop "cleaning code tag anxiety".
3. Pre-qualification and Pre-understanding:
Make sure that your customer understands what the results of your tests really mean. Talk to them about how delicate natural fibers (if your tests detect them) require special care.
4. Clean Carefully:
Use the systems of cleaning that your tests direct you to use, and also show considerable care in all you do to reassure your customer every step of the way.
The above steps are exactly what the cleaner faced with this cleaning challenge used, and this picture reveals the satisfactory result:
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Never forget that you, as the cleaner, are responsible for the outcome of the job!
If you follow the directions on the tag, and anything goes wrong, the furniture manufacturer will not take responsibility and pay for damage. If the customer is unhappy with your work, the same manufacturer will not say or do anything to make your customer change their mind.
However, once your customer is helped to understand why you as the professional will be choosing to clean it in the way your tests, inspection, and experience dictates, you have a far better chance of a successful result, and that your customer will be happy.
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Coming Soon . . .
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Jim Pemberton's
Fabric Pro Upholstery Specialist Workshop
"Specialist" Course With Extensive "Hands On" Training
Class size is very limited for personal attention purposes, so register today.
Please Join Us Here - July 18 - 19 in Rochester, NY
How Can You Benefit From This?
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