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Original Post
Subject: Facing the bleeder
Posted By Jeff Cross on 7/27/2010 at 3:28:01 PM
We talk about and post information on what to do if you encounter a rug that is a “bleeder”. But what do you do when the absolute worst happens right in front of a customer, perhaps colors running into the fringe? It seems that catastrophes like these always occur when the customer - a picky one at that - is watching...

Responses:

RE: Facing the bleeder: mike gragg: 7/27/2010 3:40:06 PM: I talk to the client about bleeding with every rug I pick up. I guest this is the type of rug you are talking about. This way for me they are not surprised if it happens in front of them. I clean them in my building most of the time.

RE: Facing the bleeder: Terry Brevik: 7/28/2010 2:31:23 AM: no problem i have Lisa's secret cell phone number

RE: Facing the bleeder: Bob Foster: 7/28/2010 2:33:50 AM: No problem just blame it on the Pottery Barn like everyone else.

RE: Facing the bleeder: Rob Allen: 7/28/2010 9:36:20 AM: We make sure the customer signs off on every rug we clean that explains procedures and possible complications that may arise. Then we have them write in their own words to that effect.

Rob Allen
Truckmountforums

RE: Facing the bleeder: Richard Chavez: 7/28/2010 10:04:32 AM: The best way to avoid those incidents is to do a good pre-inspection.

Don't rush it and assume all is good because that last one you cleaned like it came out fine.

Test the colors with your cleaning solutions, heated is best.

Inform the customer of any potential problems prior to cleaning.

Control your moisture, use only what is necessary to do the job. Rushing through it causes reckless cleaning which can come back to bite you.

Don't over sell what the piece will allow you to do.

Some rugs clean with minimal effort, others take much more effort and yet the results may not show it in the end.

Don't be a hero, trying too hard to impress, trying too hard can cause you more headaches than praises.

As Rob mentioned paperwork is good to have, however paperwork doesn't keep you from having a disappointed customer if you ruin their rug.

You're better off avoiding problem rugs that are above your skill level.

It is better to walk away from a problem rug than to try and cowboy your way through it and end up having to buy it.

RE: Facing the bleeder: Scott Warrington: 7/28/2010 11:39:59 AM: Rob and Richard had good points about how to prevent the situation that Jeff decribed. But no real answers to the original question - "How do you (would you) react if it happened?"

I did have this happen once, many years ago. I saw it before the customer did even though she was watching. (This was upholstery however, not a rug.)

I used a hair dryer to direct heated air across the fabric and speed drying. So the damage was minimal.

I explained that this can happen sometimes and that I would correct it. Took the chair back to my garage.

Used hydrogen peroxide on a Q-tip. (This was before any of the great oxidizer / reducer / color removers we have today.) A slow process that required several attempts and a lot of patience. I also did a lot of sweating. I don't know if this helped, but it seemed to be an integral part of the process.

Maybe one or two small fibers were removed with my napping shears.

Scott Warrington

Technical SUpport

Interlink Supply / Bridgepoint Systems

RE: Facing the bleeder: Jeff Cross: 7/28/2010 11:51:52 AM: "Maybe one or two small fibers were removed with my napping shears"...

That's good, Scott. Real world.

RE: Facing the bleeder: Richard Chavez: 7/28/2010 1:07:14 PM: Scott
I would do as you mentioned, take it back to my shop where I have better lighting, the ability to rapidly dry an item and most importantly the time to correct it, without someone (a possible emotional someone) breathing down my neck.

I also could call an expert like Lisa, Tony or yourself.

I could even come to the boards and ask for help, if it were something I was not able to handle on my own.

P.S. Ummm those "Two fibers" are the ones that held the rug together!

;)

RE: Facing the bleeder: bryan ohaleck: 7/28/2010 2:02:34 PM: This never happens, because I don't clean oriental rugs on the floor in customer's homes. Do it and you deserve whatever kick in the pants you have coming.

Given that you're asking the question to help those that do take chances with people's furnishings without bothering to learn anything first, I'm afraid it would be wrong of me to give advice.

(Add nose in the air emoticon here.)

RE: Facing the bleeder: Richard Chavez: 7/28/2010 2:09:39 PM: WELL.......I have never been treated so rudely!
:)

I agree with the Great Oz, we do not do them in the home. Too risky for the rug, there is even a potential risk in damaging the floors finish.

Lots of customers ask, but usually when we explain why we do not they understand.

Masking tape..: Lisa Wagner: 7/28/2010 3:49:51 PM: Just tape the fringe under the rug - whallah! :)

I'm with O'Haleck - rugs should not be cleaned in the home. And they would not bleed into the fringe unless the rug got pretty wet, which I'd assume most would not do in the home if they did not want to pay for a floor along with the rug.

I had a cleaner who cleaned a sofa over a rug, over-sprayed to clean the sofa and discolored the rug in the process.

Had to buy a 10x12 handmade oriental because he was too lazy to use a tarp to protect the rug.

I don't know if there is any protection from not THINKING before you clean.

Test the dyes - if it's a bleeder - take it in the shop. Cleaning on-site not only has more risks, it also does not clean anywhere near as well as in-plant.

Lisa

Masking tape..: Lisa Wagner: 7/28/2010 3:49:52 PM: Seriously though, if you are worried about the fringe, you can hide it underneath to be safe if you are surface cleaning.

And masking tape leaves less adhesive behind.

Lisa

RE: Facing the bleeder: Wayne Champion: 8/5/2010 10:59:48 PM: No problem. Farm it out to Bryan O or is brother Matt.

w