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 JC Carpet & Upholstery Cleaning, the key to achieving and maintaining high levels of customer satisfaction is simple: emphasize quality over quantity on every job. “We’ve intentionally kept our operation small so we can focus on quality, and we only schedule three to four jobs per truck, which allows us to spend more than enough time at each job and make sure the work is done correctly the first time,” says owner Jorge Clara. “Also, since I’m closely involved with every job, I’m able to address small details and provide our customers with the best possible service.”

JC Carpet & Upholstery Cleaning has been providing carpet, upholstery, and tile and grout cleaning services for residential and commercial clients in Solano, Contra Costa, San Francisco, and Alameda Counties since 1999. The family-owned and operated company is also qualified to restore heavily soiled carpets and remove stains caused by pets. Its technicians are available 24/7 to handle emergencies.

Unlike less experienced carpet cleaning companies that try to up-sell their customers on unnecessary services, JC Carpet & Upholstery Cleaning makes honesty a top priority on every job. “Fairly often, we’ll come across a carpet that’s in such bad shape that a regular cleaning won’t make much of a difference,” explains Mr. Clara. “Some companies might go ahead with the cleaning anyway, but we always let our customers know what to expect if they decide to continue with regular cleaning as opposed to our restoration service. Or there are some occasions where we’ll tell them upfront that they should use that money to replace the carpet instead of investing it on a carpet that’s beyond cleaning, which they really appreciate.”

Another distinguishing attribute of JC Carpet & Upholstery Cleaning is its commitment to using quality products. “Many cleaning companies use the cheapest chemicals they can find, but it’s important to remember that when it comes to carpet and upholstery cleaning, you get what you pay for,” says Mr. Clara. “By using the highest quality products in the industry, we’re able to achieve great results every time.”

If your carpet is in poor condition, be aware that a regular cleaning may not suffice. There are numerous methods for cleaning carpets, but the most common is hot water extraction, which is often referred to as steam cleaning. “Hot water extraction is performed with a ‘push wand,’ which is the primary tool that sprays 200-degree water as it’s pushed back and forth over the carpet,” explains Jorge Clara, owner of JC Carpet & Upholstery Cleaning in Vacaville. “At the same time, it sucks the water back up and removes all the chemicals that have been sprayed, along with the grime and dirt that was in the carpet. This ensures the carpet is thoroughly rinsed and all the chemicals do not remain in the carpet after it’s cleaned.”

While hot water extraction is an effective cleaning method, there are situations where more extreme measures are needed. When a carpet isn’t regularly maintained, the fibers and padding can become so inundated with dirt and grime that regular cleaning isn’t able to remove it. At this point, Mr. Clara says a carpet restoration may be needed. “Carpet restoration (RX20) is a tool that has five suction cups and three jets that spray water at the speed of 650 passes per minute. Between the heat it creates and the sheer weight of the equipment (98 pounds), it’s able to get dirt, grease and body oil out of the carpet and bring it back to life.”

When a spill occurs, think twice about treating it yourself. If you spill something on your carpet, your first instinct may be to treat it with a chemical solution. However, if you plan on having a professional carpet cleaner remove it, your best course of action is to simply leave it alone. “When you start applying chemicals to carpet, more often than not, it makes it more difficult for your carpet cleaner to remove it later,” says Mr. Clara. “By using the wrong solution, you can cause the stain to set instead of loosening it up.”

Often, people feel the need to tackle stains themselves because they think time is of the essence. In some cases, Mr. Clara says it is. “There’s at least one occasion where immediate attention is needed, and that’s if you spill paint or nail polish on your carpet. Once it dries, there’s nothing you can do to break it down, and even if you get somebody there within the hour, chances are they won’t be able to get it out.” Other than paint or nail polish, however, Mr. Clara says you shouldn’t worry about treating a stain immediately. “Even if you spill a bottle of red wine and let it sit for two months, a reputable carpet cleaning company can get the stain out, provided you haven’t tried to treat it yourself.”

Q: Can you give me an accurate estimate over the phone?

A: Yes, as long as you give us an accurate description of square footage and the condition of the work that needs to be done. Our estimates are usually right on the money.

Q: What information do you need when I call to schedule a service?

A: First, we need to know the square footage of your house. If you don’t know the square footage, you can take a few quick measurements of the main rooms to be cleaned. We also need to know the condition of the carpet, including when it was last cleaned, what method of cleaning was used and if there are any animals living in the house.

Q: How long until I can walk on the carpet?

A: You can actually walk on the carpet right away—it’ll be a little damp, but not soaking wet. Keep in mind that damp carpet could pose a slipping hazard.

Q: How long will it take for my carpet to dry?

A: Drying times vary from as little as six hours to as long as a full day. To speed up the drying process, you can request that we leave blowers to expedite the drying time. You can also increase air circulation throughout your home by opening windows and using oscillating fans. However, if it’s cold outside, a better strategy is to turn on the heater and crack a couple of windows (about an inch)—it’ll help the moisture evaporate faster.

Q: Do you use Green cleaning methods?

A: We don’t consider ourselves a Green cleaner for the simple reason that a lot of stains can only be successfully removed by using mild solvents. However, nothing we do is harmful to our clients, their children or their pets. All cleaning agents we use are biodegradable, so you shouldn’t worry about health risks or harming the environment.