OPINION PAGE
by Greg Tsao

IICRC

The Institute of Inspection, Cleaning, and Restoration Certification (IICRC) used to be a very reputable and trustworthy organization dedicated to improving the quality of service offered by carpet cleaning companies to their customers.

However, in the last five years it seems they are more concerned about certifying as many carpet cleaners as possible in as many categories as possible without regard to quality. It looks like they got money hungry to me.

I have been an IICRC Certified Cleaner since 1994, and a Certified Master Cleaner and Certified Master Restoration Technician since 1997. I am IICRC certified in the following categories: Carpet Cleaning, Upholstery Cleaning, Water Damage Restoration, Odor Control, Carpet Repair and Reinstallation, Fire and Smoke Damage Restoration.

I have not only completed each of these courses with test scores of 92-100%, I have voluntarily, and at my own expense, repeated each of these courses at least four times in order to keep up with new techniques and chemistry.

During the past 13 years I've seen several changes to the certification programs and most were not positive, and I believe they were designed for the sole purpose of increasing revenues to the IICRC. Now, I'm not opposed to a company increasing its revenues. However, some benefit to the consumers should be realized with any price increase. This has not been the case.

1) a new class on Commercial Carpet Cleaning was initiated. This class was a waste of time and money because the existing Carpet Cleaning Technician class already covered the entire content.

2) IICRC classes became infomercials for the companies hosting the classes. Promoting specific product brands has always been against the IICRC rules but has apparently not been enforced in recent years as classes tend to have infomercials before class, at lunchtime, and after class.

3) Certification exams became admittedly easier. This dilutes the efforts of Certified Technicians who took the "hard" exams in earlier years.

4) IICRC more than doubled its annual fees allegedly to keep out the riff-raff. The argument being that riff-raff won't pay higher dues. However, the truth is that any fly-by-night carpet cleaning company will pay dues of any amount if it means adding the appearance of legitimacy to its underhanded ways. The IICRC should have focused on eliminating the dishonest or shoddy cleaners by simply shopping them by phone and hiring local consumers to report on their quality of work and salesmanship practices.

The net result of the higher fees is more money for the IICRC.

The net benefit to legit carpet cleaners and the consuming public is nil.

5) Loose management within IICRC has been a problem for at least 10 years. My first indication of this was a $200 "application fee" I paid IICRC when I was applying to become an IICRC instructor back in 1997 I think. The application was never reviewed as far as I know, because I could never get them to reply to my letters and phone messages. They did cash the check though.

My second issue with their sloppy management was about 2003 when IICRC took my annual dues yet took my off their referral list (the one major benefit of being an IICRC Certified Firm is being on the referral list). I discovered this fact when a potential customer called the IICRC to verify my Credentials. I had even provided this prospective customer with their phone number. He called me back and said that my company was NOT certified.

My question is, how many people had called to check my credentials and been told the same lie? How badly did that hurt my company's reputation? How much business did this drive to my competitors? We could be talking $10,000 or more in the short term, and hundreds of thousands or millions in the long term. Especially when you consider that 99.9% of my new business is received by personal referral (a fact almost unheard of in the carpet cleaning industry).

6) "Hire anyone who can fog a mirror" policy. OK, that's an exaggeration, but the flurry of new instructors over the years is frightening. I guess the number of instructors, but the quality bothers me. I've heard instructors say things that simply were untrue, inaccurate, incorrect and even dangerous. IICRC used to have a limited supply of very good instructors. Now, they have some instructors who are no better than the average Joe Carpet Cleaner. Sad indeed.

In summary, I believe that professional training is important, and IICRC training and certification is certainly better than nothing. But it's not the high standard it used to be, and the IICRC does not seem to be interested in regaining that standard, much to the detriment of the consuming public.

So once again, the term of the day is caveat emptor, buyer beware.

If you are looking for a carpet cleaning company, be sure to do your homework before hiring someone. Call and ask a thousand questions. A reputable company should be able (and patiently willing) to answer all your questions. You can call us, too, then compare us to everyone else. Your heart and mind will tell you which is the right decision for you.

Watch our website for more information on "How to find an excellent carpet cleaner in spite of what everyone tells you."

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Note: This page contains the personal opinions of Greg Tsao, and his opinions are formed based on his own experiences and knowledge. These are honest opinions and observations and not condemnations because people are free to run their businesses however they please. Likewise, Mr. Tsao is free to disagree with their practices.

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