Client Communication and Job Planning
Client Communication and Job Planning
Client Communication and Job Planning tests how you set expectations, obtain authorization, and schedule work so that cleaning is technically and commercially sound.
Core rules and concepts
- Explain the process, realistic limits, and risks: some stains are permanent; dyes may bleed; texture, fringe, and dimensions can change; odor may persist.
- Obtain written authorization for specialty, antique, or high-risk rugs, and document pre-existing damage with photos and a signed condition report.
- Quote clearly: by piece or square foot, with minimums, pickup/delivery, turnaround, and drying space requirements.
- Plan the job sequence: pre-inspection, dry-soil removal, testing, cleaning, drying, finishing, final inspection.
- Discuss aftercare: keep the rug flat and dry, avoid plastic, and report anything unusual.
- Handle complaints with the signed record, photos, and a remedy plan.
Worked example
A client wants a 90-year-old silk rug cleaned for a wedding. You explain that silk is fragile, dyes may bleed, and full immersion is risky. You offer surface cleaning or referral to a specialty plant, and ask the client to sign a waiver acknowledging the limits. No removal guarantee is given.
Traps
Relying on verbal agreements; promising complete stain removal; failing to note pre-existing damage; and not confirming who will move and dry the rug.