Question 1

Are you an insured business and do you guarantee your work?

Accepted Answer

Insurance  Chem-Dry Metro is fully insured, up to $20 million in public liability cover.  Quality Assurance  Chem-Dry Metro routinely conducts its own in-house training sessions with hands-on demonstrations and practical tests.  We also participate in and undertake ongoing training with Jena-Dyco International at the Academy of Fabric & Floor Care, in the areas of carpet cleaning, upholstery cleaning, rug cleaning, leather cleaning and water damage restoration.  We can boast of a 75-80% repeat customer rate.  Guarantee Chem-Dry technicians will work to clean your carpets and upholstery, meeting the highest standards in the industry. If we can’t clean it, no one can. If you are not satisfied with our service, based on realistic expectations, we will gladly come back and re-clean your carpets. If you are still not satisfied, we will happily refund your money.

Question 2

How did you decide to get into your line of work?

Accepted Answer

There was a shortfall of good quality service providers that are concerned about the health of the environment and their customers. Chem-Dry's safe and environmentally friendly products really inspired us to establish our own franchise.  To be able to delight customers time and time again, some of which we now consider to be friends is truly amazing. We truly love this business and our aim at being the best in Melbourne is slowly coming to fruition.

Question 3

Do you have a favourite customer story you would like to share?

Accepted Answer

We have quite a few celebrity and local AFL stars amongst our client list.   The most genuine and unassuming would be the legendary Barry Hall (Sydney Swans Premiership Captain). He is so softly spoken and gentle natured for such a large, menacing outward appearance.   Barry greeted us at the door with a little "pocket pooch" in tow. It was just a very funny sight. He quite quickly explained that it was his wife's beloved pet before he beckoned us inside. Sure Barry, that's what they all say !!

Question 4

What do you like most about your job?

Accepted Answer

As your local cleaning professionals, our goal is to meet and exceed your expectations. As experts in cleaning all types of carpeting, oriental rugs and soft furnishings, we strive to provide a fast, friendly and efficient service, and treat your property and belongings with the utmost care.   We get the most enjoyment in delighting each and every customer. We love a challenge and love to see the customers excitement when we are able to remove stains the others just simply cannot.

Question 5

What questions should a customer ask to hire the right service professional?

Accepted Answer

7 Questions You Should Ask a Carpet Cleaner  1.  What method of carpet cleaning do you recommend for my carpet?  2   What type of equipment do you use to clean carpet?  3. What does your equipment remove from my carpet?  4. How often should I get my carpets cleaned?  5. What training have you had in cleaning carpets?  6. Are you a member of any trade associations and if so,which?  7. Are you certified by the IICRC and will you show me your certificate?

Question 6

What questions do customers commonly ask and how would you answer them?

Accepted Answer

The question we most commonly are asked is pertaining to price.  Chem-Dry Metro is known for providing quality work at a fair price, and we are not finished until you are completely satisfied. We are not the cheapest in the industry, nor are we the most expensive. We provide a value-for-money carpet and upholstery cleaning service. In fact, with our patented Hot Carbonating Extraction method and environmentally safe solutions, we leave behind no dirt-attracting residue, which in turn saves you money.

Question 7

What makes you the most reliable and trustworthy person for the job?

Accepted Answer

All Chem-Dry Metro Carpet Technicians are carefully screened, with clearances and background checks. You can feel safe knowing that you are dealing with a national company, and take comfort in the knowledge that we have a vested interest in the business and its reputation. Confidentiality between us and our clients is vital, so our policy is to discuss personal or business related matters only with the person in charge and/or their appointed delegates. You can invite us into your home or workplace with confidence.

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

Chem-Dry strives to maintain being number 1 in the carpet cleaning industry. We have been in Australia over 25 years and have become the largest and most successful carpet cleaning organization in the nation. Others have tried to copy our system and products but none have gotten close to Chem-Dry in terms of results and satisfaction.

Question 9

What are the typical things that you need to know before you can provide a quote to a customer?

Accepted Answer

In an ideal world it would be great if the customer could provide the following information to allow us to provide a much more accurate quote:  1. Room types & Approximate Sizes 2. When the last clean was performed 3. If there are any stains and what they are 4. If there are any pet urine issues 5. If there are any odour issues 6. If anyone in the property suffers with allergies 7. Anything else the customer feels relevant

Question 10

How can a customer save money before you start the work? Please give 3 tips

Accepted Answer

Here are some suggestions to help you prepare for your Carpet and/or upholstery cleaning: •	Please remove any small items such as dining room chairs, magazine racks, floor plants, etc. from any areas that are going to be cleaned.  •	Please remove all breakable items from furniture which will have to be temporarily moved, cleaned under, and placed back.  •	Please pin up or tie back any full-length draperies so that they will be at least 6 inches off the floor.  •	Computer equipment, china cabinets, entertainment centers, antique and fragile furniture cannot be moved. However, we can safely clean right around the base.  •	During the pre-inspection walk-through with your technician, please advise him/her of any special requirements to follow when moving your furniture such as weak legs, loose tops or previous repairs.  •	Please call attention to any spots or stains which may require special techniques.  •	For safety sake, be sure to keep an extra close eye on your children whilst we are carrying out the clean.  •	Please put your pets in a safe, quiet place where our cleaning won't disturb them. We are pet lovers but sometimes even the friendliest of pets can get startled by unfamiliar noises and strangers in their environment.

Question 11

Are there any special offers you would like to offer to Oneflare customers?

Accepted Answer

Oneflare customers are offered the two following special offers: 1. Free carpet deodorizing on every carpet cleaning job 2. Free Black Light test/assessment on every pet urine affected carpet (Valued at $45)

Question 12

What makes your pricing competitive?

Accepted Answer

All of our products are environmentally friendly which as a general rule of thumb are more expensive than mass produced toxic chemicals.  We have managed to be highly competitive by comparing our services with other high quality businesses that produce a good end result, however use inferior quality cleaning products. Therefore with our state of the art equipment, our 100% safe and non toxic solutions we have managed to say extremely competitive and stand tall as an industry leader.

Question 13

How do you normally charge for your service?

Accepted Answer

Our pricing is extremely competitive amongst other industry leaders. In Domestic situations our prices are usually calculated per room, whereas in a Commercial environment our pricing is per meter.  We do try to quote as accurately over the phone with the limited details we are provided, however a thorough walk through and a fixed price is provided before the commencement of any job.

Question 14

Is there a particular aspect of your trade or industry that you specialise in?

Accepted Answer

Chem-Dry offers a complete menu of services designed to provide households, businesses and facility managers with the highest quality of service in the industry. With our patented process and environmentally safe solutions, Chem-Dry delivers: * Superior Cleaning Technology utilizing 100% safe and non-toxic cleaning methods. * Low moisture process that dries in 1-2 hours which is cleaner, and is drier and healthier. * Quick dry times and low moisture cleaning means less chance of slips and accidents occurring, and for businesses servicing the public, this can be vital. No chance of potential law suits. * We use no chemicals or shampoos, so therefore leave behind no sticky or dirt attracting residue.  Chem-Dry Metro Services * Carpet Dry Cleaning & Protection * Specialised Stain Removal Treatments * Rug Drop Off (to our premises) or Door to Door Pickup and Delivery Service * In factory specialized rug submersion bath (mineral spa bath for the dirtiest of rugs) * Upholstery Cleaning & Protection * Leather Cleaning & Protection * Mattress Cleaning & Sanitising * Dust Mite / Anti Allergen Treatments * Anti-static Treatments * Anti- Microbial Sanitising (Bacteria Removal Treatments) * Specialised Odour Removal Treatments (ie: Spicy Food, Cigarette Smells, etc) * Pet Urine and Odour Removal Treatments * Carpet Repairs & Re-Stretching * Carpet Spot Dying (Carpet Stains & Bleach Marks) * Tile & Grout Cleaning & Sealing * Fire Damage Restoration * 24 Hour Emergency Flood Damage Service (Water Damage Restoration)

Question 15

What experience, skills, qualifications or training do you have to make you the right person for the job?

Accepted Answer

Training is an integral part of the Chem-Dry culture, and all Chem-Dry Carpet Cleaning Technicians undertake a rigorous 5-Star Training and Development program. This ensures that they are fully trained in all aspects of the unique Chem-Dry cleaning process, differing types of fabric/fibers and Chem-Dry service delivery standards. Our 5-star technician training program has been designed to promote industry best practice, and utilizing these practices while undertaking the cleaning of your home or business, our technicians earn the reputation of being the world's greatest carpet and upholstery care professionals.  Our intense program ensures that all our Chem-Dry carpet cleaning technicians are delivering on the Chem-Dry Brand Promise.  Furthermore our Technicians participate in and undertake ongoing training with Jena-Dyco International at the Academy of Fabric & Floor Care, in the areas of carpet cleaning, upholstery cleaning, rug cleaning, leather cleaning and water damage restoration. We are also registered and certified by the Clean Trust (IICRC), the worlds certification body for our industry.

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