In the fall season of 1986, the professional carpet cleaning industry was challenged with a new stain resistant carpet product introduced to the public. This product was unlike anything else we had ever worked on. StainMaster nylon was produced and delivered to carpet manufacturers and advertised to the public...and consumers could not buy it fast enough!!
DuPont had made arrangements with Stanley Steemer to be their warranty claim partner to service StainMaster carpets that were spotted by customers spilling things on them. The deal from DuPont was, if the professionals could not remove the spot, DuPont would replace the carpet. Other carpet cleaning professionals that were not affiliated with Stanley Steemer were not too happy.
Our hero, Bill Doan swooped in, with a lot of help from IICUC, and launched programs where other Certified carpet cleaning professionals could participate in the StainMaster cleaning claims. Industry education took off from that point and we now enjoy the benefits of 35+ years of quality education and increased revenue because of the ladies and gentlemen that spent the time and energy to engage in difficult conversations. Bill Doan is one of the catalysts of those conversations.
He liked working with carpet cleaners so much, he actually became one! Bill spent time working for SteamWay International and Spectra, Shaw Industries carpet cleaning division. Give a listen and hear his side of the story.