A Foundation for Repair

A Foundation for Repairs: The Sales Representatives Guide

A guide designed to help Commercial Sales Representatives develop a solid foundation of repair knowledge and a means to pass that knowledge through to commercial carpet dealers and commercial consumers.
    By Michael M. Currin & Thomas D. Currin

Changing Perspectives

Carpet manufacturing will occasionally create issues in the product that do not meet the expectations of the consumer, dealer, or manufacturer. The leading misconception about color issues in carpeting is when a color difference does not meet expectations it is perceived as deficient or second rate. In actuality, there are a number of visual problems that can occur in carpet that are no more than skin deep.

It is our belief that Sales Representatives, who are properly educated on the types of issues that can be repaired, will be capable of smoothing the road to repair. Informing consumers of what to expect in a repair situation as a customer service advocate will help the customer see that despite the visual problem, your company is handling the matter professionally and reasonably.

When it comes to carpet you are working with an important, expensive, time consuming product. Even a meager 2% that might have a color difference should be valued, and repaired whenever possible. Correcting issues “on-site” spares everyone the trouble and expense generated by ripping up and replacing countless yards of product each year. It is also environmentally responsible.

Color Side-Match

Side-match problems are characterized by a visible color variation at the seams. The problem can involve every seam in the building or just one. The level of color difference will range from slight (barely noticeable) to severe (extremely noticeable). If the color does not match and all the carpet is of the same dye lot the carpet is aesthetically problematic; meaning that the change is visual problem only and does not affect the actual structure of the product. Continuous dyed carpets are more vulnerable to color variations than beck dyed carpets and yes, beck dyed carpet can have color side-match problems. Solution dyed products may have the appearance of color side-match, generally from texture differences. Side match issues occur in several different ways:

Shading

Side-To-Side

Side to side shading will show at most if not all seams. It is most common in continuous dye carpeting. Simply put, the carpet is a different color on either side widthwise. This problem is very hard to detect until the carpet is seamed, but will be very apparent after seam completion. In most cases the color is actually very close and just needs a minor adjustment on one side.

End-To-End

End to end differences will usually show at one or more seams. This condition is especially common if the installer takes his fills from the end of a roll.

This is why in commercial carpet installation, cutting the carpet in roll sequence is very important. Larger quantities of carpet have a larger potential for variations within a dye lot. This type of shading is difficult to detect until installation, unless the level of change is very dramatic.

Random Color Change

Random changes to the color can result in seams that match well at one end but are off in color further down the seam. This can occur in one or more seams throughout an installation.

Types of Color Change

There are three types of change that might take place. These conditions can occur individually or in any combination. The following is a brief explanation the types of change to help you determine which changes have occurred.

Hue

Hue is defined as the property of light by which the color of an object is classified as RED, BLUE, or YELLOW in reference to the spectrum. An increase or decrease in the rate at which one of these colors is applied will result in a hue change. A change in hue will typically move the color into a neighboring color family. Using a color wheel can aid you in determining the direction of color change for a hue related color problem.

Chroma

Chroma, also referred to as Saturation, determines the perceived purity of color or brightness in the fiber color. A color change with either a muted/faded appearance or in contrast a fuller more vibrant look would be considered a change in the Chroma. Color side-match issues can occur exclusively for Chroma but are not very common. A change in chroma will usually be in conjunction with another more obvious change such as hue or value.

Value

Value is the relative darkness or lightness of a color. This is shown most plainly on a gray scale. When there is a change in value the carpet will be in the same color family, but on one side it is a darker or lighter color. To give an example dark red has more color value than red, and red has more color value than pink.

How Can The Color Be Repaired?

There are several on-site dye methods that have shown success in adjusting color. Skilled technicians develop, know, use, and these permanent dying methods which can match the color correctly and permanently with high rates of success. As with all services the quality of these repairs can generally be determined by the technician’s skill, training, and ingenuity. Color repairs are intended for nylon fibers only. The success or failure of a repair varies. No two claims or consumers are the same, and each job presents its own set of variables, obstacles, and objections that must be overcome.

On-Site Dyeing is Different

What repair technicians do to correct color issues is essentially the same as what a manufacturer does but with two distinct differences: the volume, and the location. The difference in volume should be plain to anyone. After all, color problems as a whole account for between 1% and 2% of all carpet produced. Location is the real key difference. The controlled conditions of production allow for very precise measurements and reduced variables.

These are luxuries a color repair technician will not be able to replicate in the field. Each job site has its own specific road blocks. A new construction project might have a number of trades, and/ or large amounts of debris hampering repair. Not to mention finding a working outlet or running water. A large business or airport might require work after hours, security checks, and Insurance documentation just to get in the building with equipment. Even unoccupied offices have challenges of their own. This has led me back to one specific trait inherently possessed by the repair technician: INGENUITY.

The Standard Procedure

Before the equipment is brought in a color technician will inspect the problem to confirm that there is a repairable color issue. During the inspection the color tech will determine the proper Hue, Value, and/or Chroma needed to correct the problem. After the proper mixture is determined and prepared the technician applies the mixture to the light side of a seam, band, or streak. In feather blending the dye is then gradually ‘feathered’ to remove the abrupt and noticeable change in color. After achieving the best possible match the technician will explain post repair changes, which can cause the repaired portion to appear slightly darker for a couple of days. Typically the consumer will determine if the repair is acceptable or not which the technician will include in the report.

Not Too Close for Comfort

The science behind color repairs can go a little too in depth for some, and not many people like getting a chemistry lecture. As a result this information is left out of explanations all together a lot of the time. While many people are truly not curious, this information can help inform consumers of just how color repair provides a permanent repair. Explanations should be short and clear, because it’s easy to get mixed up and provide inaccurate information.

It is best described as the carpet and dyes having different ion charges. The dye wants to be in the yarn, and the yarn wants the dye. Opposites attract. We then use chemical (very mild chemicals) to temporarily defeat the soil and stain resistance. This does not damage the soil and stain resistance. This does not affect any warranties on the product.

Pigmented Yarns

Solution dyed nylons are manufactured in a way that prevents the usual dye-related problems. Solution-dyed yarns are pigmented at the point of extrusion and are not dyed in the traditional sense. They can have similar types of complaints, but they are not genuinely dye-related. Solution dyed nylon can be feather blended to help minor texture or other visual light/dark effects. The fiber still has dye sites available to which dye can adhere.

Be Reasonable

There are certain scenarios that call for us to take our own advice and just be reasonable about the repair. Sometimes a problem can be fixed, but depending on the approximate cost and time required, repair might just not be a reasonable solution. That’s not to say you shouldn’t ask even when you personally think a color issue can’t be repaired reasonably. It just means that a technician knows his limits and you might find yourself hearing “Technically I can fix it, but it wouldn’t be reasonable or cost effective.”

Look-Alike Problems

Lighting

Light plays an important role in the color of carpet. Shadows and light reflecting off beveled glass from chandeliers, brass fixtures mirrors or other reflective surfaces can generate claims. Even the changing seasons will play a big part in lighting complaints, like in this example:

“It seems that every year I have an inspection that involves carpet turning green. I did one in particular where the carpet was fine when it was installed in the winter but as spring progressed a band of bright green appeared under a window. The homeowner tried to clean the green spot and had two professional cleaners try to clean it without success. The window was covered by a chrome mini blind and light reflected off a large tree was entering the home. It was then reflected downward onto the carpet turning the carpet green. When the mini-blind was adjusted to reflect the light up instead of down, the green band was on the ceiling not the floor. Since the problem was coming from a light source I laid a white towel in such a way as to be partially in the affected area.”

In the case described above, the towel turned green at the same location the carpet turned green. In the case of shadows, a towel will darken in a manner consistent with the darkening of the carpet. Another way to determine if light is the problem is to get a small scrap of the carpet and lay it in an unaffected area to confirm that the carpet is the same color; then set the scrap in the darker area. If it takes on the darker color; then it is obvious to everyone that the problem is with the lighting, not the carpet.

Seam Peaking

Peaking is a common issue that is reported a lot as color differences at the seam. In the case of peaking a small ridge is formed at the seam due to the tape trying to align with the backings. This is usually found in residential application but can be found in commercial tackless installations.

Pile Reversal

Pile reversal can cause the appearance of a side-match. In this case however, the carpet is most likely not off in color. Looking from opposite ends and several angles will show changes in the color. Specifically the dark and light sides will be opposite from the other direction.

Texture Variations

Slight variations in texture can appear at first as a color difference. These differences will often be in small bands, and have changes in loop height or size. This change causes light to reflect off the surface differently giving it the appearance of a shading issue. Unlike to other look-a-like conditions, this problem can often be repaired with color.

Roll Crush

Roll crush generates a large number of complaints. Most dealers and installers are well versed in the proper response to this complaint. Roll crush occurs when the weight of the carpet compresses a portion of the nap on the bottom of the roll. This appears usually as one or more widthwise bands repeating at increasing intervals.

As an example, you may see a small narrow band (approximately four to six inches), the next line may be two feet away and be eight to ten inches wide, the next line three to four feet away, and be twelve to sixteen inches wide, and so on. This progression can involve major portions of an installation, but usually only affects the last several feet of a roll.

Remember that carpet is a textile product and normal shipping and handling will create temporary changes to the nap. A good analogy of this is the purchase of a new dress shirt. If the shirt is sold folded in a package, it will not look its best right out of the package. To look its best, it must be laundered, or ironed to remove the wrinkles. Does this mean the shirt is defective? Of course not, the folds and wrinkles are the normal result of the shipping and handling. The same is true of carpeting.

With vacuuming, the roll crush will usually disappear in a short amount of time. In some extreme cases, steaming to reorient the yarn may be necessary to correct the problem. The consumer should be made to understand that this simple procedure will not damage the carpet. The steam does not even get as hot as the iron you need for the shirt. Returning a wrinkled shirt would be unreasonable, so should replacing good carpeting over a simple roll crush issue.

How Is Roll Crush Repaired?

There are several methods for removing roll crush. The best method for repair can be determined by the conditions surrounding the complaint.

• Time and vacuuming will remove most roll crush issues.
• Steaming and grooming will pull out roll crush efficiently and effectively.
• Clear hot water extraction*

*This is not a cleaning. No detergent or chemicals are introduced into the carpet.

Shearing Problems

Micro Shearing

Tip sheared products can have problems that need to be corrected on the job site. These include chatter marks, height change in shearing or shearing stop marks (usually show as a small widthwise line that did not get sheared). These can effectively be repaired by a skilled technician with a micro-shear. This repair is very effective and succeeds at nearly 100% of repairs.

Fraying Tile Edges

Carpet tiles sometimes have some fraying issues where the tiles join together. This to some degree is normal, but can become objectionable. The problem occurs as a result of loops being cut during production. Sometimes this becomes apparent at installation but it can also develop over time.

Tile Shearing

Fraying tiles are repairable by shearing off the fraying fibers. These repairs are not complicated but can be very time consuming. Electric shears equipped with a very non-aggressive cutting head have been very effective. This type of trimmer prevents damage to the carpet, making it almost impossible, but can still efficiently repair the carpet. This can also have the effect of temporarily adding to the normal tiling effect most carpet tiles exhibit. This repair successfully corrects nearly 100% of fraying issues in tile.

The Consumer

Each consumer has his or her own expectations for the product and their own comprehension of the repair. These factors can often determine success or failure before the repair has even begun. A consumers concerns, disposition, and objections can be difficult to overcome. But, a proper knowledge of the repair to be performed and a sincere customer service approach will put most consumers at ease. A once unsatisfied customer can quickly become highly motivated to accept repair as an option.

Objections

A number of objections arise when it is suggested that the product be repaired. These common objections will come up often. Each objection should be properly prepared for with a clear knowledge of the objection and several ways in which it can be overcome.

Seconds

Objection: A difference in color can make the consumer feel as though they have received second quality goods when they purchased first quality. A visual problem may cause them to feel as though the carpet will wear out more quickly, fall apart in these areas, or continue to change color.
Response: This consumer needs to know that there is nothing physically wrong with the carpet. They should be informed that the repair is permanent, they are the final judge on acceptability, and all warranties still apply.

Moving Furniture

Objection: Often the consumer isn’t truly against the option of repair but instead is worried about moving all the furniture and computers etc. They have already gone through a lot of displacement and aren’t looking forward to it again.
Response: Let the customer know that the repair usually requires very little space. They will not need to move out and very little furniture if any will be moved.

Noise

Objection: Consumers who have moved in will probably be working and can’t do so effectively with a lot of noise. They might be worried about the noise level that will be involved.
Response: The equipment used for these repairs is about as loud as a vacuum cleaner. If necessary a we are usually flexible, working nights or weekends to fit the customer’s needs.

Odors

Objection: Especially in glue down products the consumer will be worried that a repair will cause the office to smell. Some people are very sensitive to odors. Reactions to certain odor might include light-headedness, nausea, allergies, or even asthma attacks.
Response: The chemicals the repair technician uses are safe, and have little to no odor most of the time. Even soap, and commonly used cleaning chemicals are more noticeable.

Warranties

Objection: A common belief is that the repair will void warranties on the product. This will also cause some consumers to hesitate at accepting a repair.
Response: The repair does not affect the warranties in place. The repair is permanent and repaired areas should behave just as the surrounding carpet.

These objections can be overcome most of the time simply by understanding the repair and how it is performed. Overcoming an objection is a process; if done right the consumer will feel more comfortable with the possibility of repair and be more likely to accept the repair after completion.

The first step to be taken in overcoming an objection is to qualify the complaint. By qualify, I mean determine what the objection is and what direction you should steer them. This can best be accomplished by listening. When you listen, listen actively so that you fully understand what the objection is. Ask questions about their concern so you can explain repair in the best possible manner.

While doing this, sympathize with the consumer, and assure them that you are there to help them. Just say something like “I understand your concern, and I’m going to find a way to resolve this the best way possible.” Statements like this go a long way to setting the consumer at ease.

Next, address their objection with the appropriate response. While qualifying you may have found that there are several things the consumer is concerned about or you may find that what you think is the problem, is not what they are concerned about.

Finally, explain the procedure. This last portion is often overlooked. However, by not explaining the procedure you leave the consumer un-prepared for what is going to happen. The consumer may not know what to expect, which can lead to confusion at the time of repair.

If after all of this the consumer still is objecting to a repair, it is crucial to remind them that the worst that could happen is that it would still need to be replaced. They will determine if it is acceptable and the repair could save them a lot of time, headache and hassle. You must be confident in the repair in order to instill confidence in the consumer.

In Conclusion

We endeavored to be as informative as possible in this course work, but we chose to spare you from the overly detailed and extremely boring sections. So at some point a customer or retailer is going to ask you a question that you’re not sure about. No big deal, because the extent of your knowledge is not restricted. So there’s nothing wrong with saying “I don’t know,” so long as you can end it with “but I can find out.”

Your tech will be able to provide you with the most complete support for your specific product. However, we’d like to extend that support to you. If you for any reason have any questions related to repairing carpet we would be glad to be your personal repair reference guide. In addition, we’re creating a discussion board through which we will provide you with a COMPANY SPECIFIC, SECURE WEB LOGIN where you can come for additional support or just shoot the breeze. After all, the more you know about your product and the areas of the industry that affect it. The more valuable you will be to your company, and your customers.