Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for carpet and upholstery cleaning companies that have earned the prestigious Diamond Certified award. For Expert Clean & Green, the keys to keeping clients happy are simple: provide them with high-quality service and make sure they’re completely satisfied with the results of its work. “My goal has always been to provide people with Green, nontoxic cleaning that they can trust,” says owner Ofer Kolton. “It’s very satisfying to see how much of a difference I can make in their homes.”

Expert Clean & Green has been cleaning carpet, upholstery, area rugs, tile and grout, and other surfaces for residential and commercial clients in San Mateo County and San Francisco since 2010. The company offers fragrance-free cleaning and uses environmentally-friendly products made by industry leaders like One Earth and Procyon, and its state-of-the-art equipment allows it to complete jobs as quickly and efficiently as possible.

Unlike carpet and upholstery cleaning companies that take a “one size fits all” approach to each job in an effort to maximize their workload volume, Expert Clean & Green provides personalized service that address every customer’s specific needs. “I don’t schedule myself so tightly that I have to rush from job to job, which means I can take the time to do everything correctly, explain my process and make sure the customer is happy,” explains Mr. Kolton. “Every job is personal to me and I want my clients to trust me, so I do everything I can to make them feel comfortable.”

Ultimately, Mr. Kolton sees his technical expertise and decades of experience as Expert Clean & Green’s most important attributes. “I’ve been cleaning for more than 30 years and I’ve invested hundreds of hours into advanced training, so I know what it takes to ensure great results,” he says. “My customers can expect me to promptly return their calls and emails, show up on time, and do a great job.”

When it comes to caring for your carpet, don’t underestimate the importance of vacuuming.

Regular vacuuming is crucial for maintaining any type of carpet, especially in high-traffic areas that attract a lot of soil. When dry soil particles are driven down into the carpet pile, they can scratch the fibers and lead to premature wear. To avoid this, you should vacuum high-traffic areas of your house every day and other areas once a week. Here are some general vacuuming tips you can follow to ensure your carpet lasts as long as possible:

Consider investing in a high-quality vacuum cleaner. Inexpensive vacuums will remove surface dirt, but they won’t get rid of hidden dirt particles that embed themselves in the carpet pile. Look for a vacuum that has a rotation brush or combination beater/brush bar—it’ll agitate the carpet pile and loosen soil so it can be easily vacuumed. If you have a thick loop pile carpet (Berber), use caution when brushing or rubbing the surface, as it’s more sensitive than regular carpet and might become fuzzy. Instead, try using a vacuum with an adjustable brush that’s lifted away from the carpet to prevent agitation.

Don’t forget about the vacuum bag. A recyclable paper vacuum bag is fine for trapping small dirt particles, but you can also use a high-efficiency vacuum bag (also known as a microfiltration bag) to go one step further and trap microscopic particles like mold/mildew spores and dust mites, which are common sources of allergies. Regardless of the type of vacuum bag you choose, remember to check yours often and replace it when it’s about two-thirds full.

Keep track of working parts. Make sure your vacuum’s belt is in good condition before each use, and confirm that the brush or beater bar rotates when it comes in contact with your carpet. If you need to adjust your vacuum to the right height setting for your particular carpet, raise the brush or beater bar to its highest setting and then lower it until it touches the pile enough to slightly vibrate the carpet underneath. If the vacuum gets close enough to significantly slow the motor, raise it back up.

Q: How long will it take for my carpet or upholstery to dry after the cleaning?

A: Dry time varies depending on a variety of factors, including the thickness of the carpet/fabric and the weather. It usually takes between three and 24 hours for most surfaces to dry.

Q: Will my carpet smell like perfume after you clean it?

A: No. I use products that don’t leave scented residue, and I also offer fragrance-free cleaning at no extra charge.

Q: Do you use Green cleaning products?

A: Yes. All of my products carry either the Green Seal certificate or the Safe Choice certificate. Green Seal has very strict guidelines of what products can be used and how safe they are for people. Safe Choice is through the EPA, and they check the ingredients in cleaning products and only allow the safest in their class.

Q: Do your cleaning products contribute to resoiling?

A: Residue attracts resoiling, and I only use products that leave miniscule to nonexistent residue. If you take care of your carpet and vacuum it, it’ll stay clean for a long time.

Q: Can my pets stay in the house while you’re cleaning?

A: Yes, my cleaning products are safe for animals and people. However, for their peace of mind and comfort, please arrange for your pets to be in a quiet space away from the place where I’m working.

Q: Will there be any additional or hidden charges?

A: If it’s a normal cleaning, I’ll discuss everything with you in advance so there won’t be any surprises, but there are certain circumstances where I charge extra. For example, if there are pet or dye stains, I’ll need to provide dyeing services. That said, I’m always honest with my clients about what services they need, what’s included in their jobs and what extra fees will apply based on additional services.

Q: Can you guarantee the removal of all stains?

A: I wish I could, but unfortunately, some stains are permanent. Bleach and acne medication will strip carpet dye, and some cough medicines, markers, and inks will leave permanent color. I have the experience to know which stains will leave permanent marks or irreversible damage. Knowing when it’s safe to remove a stain can mean the difference between beautiful-looking carpet and permanently damaged carpet.