This class will cover all of the important steps that can make or break your customer experience:
Learn about your company and what you offer
Common Pre-Inspection Conditions
Terminology: How to Convey Technical Explanations in Layman’s Terms
Help new customers navigate the rug cleaning process
How to Make Repeat Customers Continue to Feel Valued
THE IMPORTANCE OF DOCUMENTATION
Managing Customer Expectations
Dealing with Complaints
Proper Phone Etiquette
Proper In-Person Etiquette
Jennifer Colaco: joined Oriental Rug Cleaning in Dallas, Texas as office manager in 2010, becoming the fourth generation of her family to be involved in the flooring business. Prior to this, she worked in textile project management. Jennifer is Vice-President on the Association of Rug Care Specialist Board (ARCS), a Certified Rug Specialist, and Master Rug Cleaner.
A graduate of Texas A&M University, Jennifer and has spent the majority of her professional career interfacing with customers. Her focus on delivering excellent customer practices for her team led her to create and teach “Effective Communications for Rug Cleaners”, currently offered through ARCS.
None for this course.
None for this course.
None for this course.
2019/09 - Introduction to Rug Care, Fall (Online) Non-Member
Date: September 17th, 19th, 24h, 26th 2019 Time: 3 p.m. to 4:20 p.m. EST Location:Online IICRC Continuing Education: 6 credit hours
ARCS's Introduction to Rug Care course is designed to increase student’s knowledge at a fraction of the cost of other formal education programs. Geared towards employees and those new to the industry, the Introduction to Rug Care course gives students the information they need to make informed cleaning decisions and speak confidently with customers about the cleaning process.
Not simply an online textbook, this is a virtual class in every sense of the word. A live teacher guides a small group of students through the curriculum, answering student’s questions as they arise. Divided into four sessions lasting 80 minutes each, the cleaning process, rug fibers, basic cleaning chemistry and basic rug ID are all presented in ways that everyone can understand. A review test is sent following each session which students may use to evaluate their understanding of the material presented.
Reviews the basic steps in a “best practice” rug cleaning, why we do them and some of the most common prevailing methods in application today. While pros and cons of each method are discussed, editorial content is kept out.
Pre-cleaning Inspection – Why some consider it the most important step in rug cleaning and some of the most common conditions encountered in area rugs.
Dry soil removal – Why it’s important and ways to do it.
Washing – From dry cleaning methods to full saturation washing. Each method is discussed covering the why and how as well as the pros and cons.
Drying – Surveying the most common methods in use today
Finishing processes – Grooming, browning correction, color correction, etc.
Session Two – Fibers and Chemistry
Covers the basics of the most common fibers and chemicals encountered in area rug care. Topics are discussed generically, avoiding favoritism and bias.
Wool – Why it is the most common rug fiber. How we go from sheep to rug yarn.
Cotton – Production and application
Silk – It’s advantages, disadvantages and production
Bast Fibers – production and uses
Plastics – Nylon, Olefin, etc.
Rayon – production and it’s many other names
Soil – most common types, how they accumulate and implications for cleaning
Solvents – Polar and Non-polar, volatile and nonvolatile and applications for cleaning
Detergents – what they are and how they work
The PH scale – What it is, why it’s important and the general PH of specific substances
Session Three – Rug ID – Tufted & Specialty Rugs
A general discussion of tufted rugs and their specific cleaning needs and concerns is followed by a survey of the most common types of tufted rugs encountered, how to identify them and their specific cleaning needs and concerns. We finish covering the most common specialty rugs a cleaner will encounter.
Tufted rugs – What they are and how they differ from other area rugs
Tufted rugs made in China
Tufted rugs made in India
Specialty rugs – Skins, Shags, craft rugs, etc.
Session Four – Rug ID – Non-tufted rugs
Picks up where we left off. We start with Machine-made rugs and cover how to tell them from handmade rugs. While handmade rug ID is not discussed, students are introduced to the basics of where they are made, different construction techniques and the terminology used, building a foundation for future classes.
Wilton construction – both traditional and face-to-face variants
Axminster – both tradition and the Karastan® variants
Handmade – piled and non-piled construction, terminology and how to tell them from machine-made rugs
About the instructor- Armen Dohanian: is a fourth generation rug cleaner. His family owns a 100 + year old rug cleaning and restoration business in Boston, Massachusetts. Involved in rug cleaning from an early age, Armen is currently vice-president of operations at the Oriental Rug Cleaning Company in Dallas, TX, a 103 year old, “full-service” rug cleaning and restoration company. Mr. Dohanian is an ARCS Certified Rug Specialist (CRS), a certified Master Rug Cleaner and a Woolsafe North America "Fiber Care Specialist" as well as a member of the International Society of Appraisers.
None for this event.
None for this event.
Feedback to come following event
Galleries to come following event
2019/09 - The Experience Convention (Las Vegas, NV)
Date: September 18, 19 and 20, 2019 Location: Las Vegas, NV Price: $229-$329 IICRC Continuing Education: N/A
Name: Rug TechEd brought to you by WoolSafe and The Association of Rug Care Specialists
Price: Early Bird Registration: Members: $149; Non-Members: $199 After August 31: Members: $179; Non-Members: $229
Brief Description: WoolSafe and ARCS are partnering to bring rug washers from around the world the best educational and technical learning opportunities at The 2019 Fall Experience Event in Las Vegas! From rug cleaning to repairs, we will cover it all. Earn IICRC Credits. Enter to Win some amazing prizes!
Why would someone want to come to this class, what will they learn? Learn a variety of rug related skills from the industry experts, Robert Mann, Randy Hyde, Ruth Travis, and many more. We will cover everything from how to build a rug plant, Rug ID and Intake, Marketing a rug business, How to Clean Viscose, How to work on Color Run, Basic Rug Repairs, shearing, sides and ends, etc. and Rugs and Moths and Mold.
Scott Gwilliam; is the Owner, Operator, inspiration and heartbeat of. He has been cleaning carpet for 20+ years and re-sparked his passion for textiles and fibers with professional rug cleaning. He loves to educate other cleaners and Designers and is an IDCEC approved Instructor. He holds a wide array of certifications including Textile Pro and WoolSafe Certified Rug Care Specialist. He spends a lot of time with his wife and their two boys. He LOVES to snow ski, play poker, billiards and golf. He is very passionate, loves what he does and loves all of his clients
Miranda Gwilliam; eased into working for Scott when their boys are little and now works full- time at the Rug Worx facility. She does EVERYTHING from scheduling, billing, customer service, management, networking, marketing to rug deliveries with Scott! She is the Mama Bear at work and at home to their 2 boys: Byron (8) & Brandt (5). She loves running their family biz, connecting with clients and taking her boys to the Zoo.
Jarrod Horton; Owner of Porter’s Carpet Cleaners in Shreveport, Louisiana.
He became a certified Master Rug Cleaner in 2014, he is also an associate certified entomologists. Although he is relatively new to the rug cleaning industry, he has been battling fabric moths for almost 30 years as the owner of a professional pest control company, Anti-Pest. He will explain some of the biological aspects of the moths we encounter and some of the techniques his company employs to detect, eradicate and repel them from their customer’s fine rugs.
Randy Hyde; Owner of Renaissance Rug Cleaning, Inc. established 1999 in Portland, Oregon. He started in the rug business with Atiyeh Brothers in the late 1980’s. In 1996 Randy accepted a job with rug dealer, author and tribal rug expert James Opie in part to manage the wash plant but also to sell rugs. Randy purchased the cleaning end of the business in 1999 and changed the name to “Renaissance Rug Cleaning”. Today Renaissance provides cleaning and service to most of Portland’s dealers and collectors. From 2015-16 Randy served on the ARCS board of directors and as ARCS President from 2016- to April 2018.
Jordan King; “Jordan is the operations manager at Oriental Rug Cleaning of Indianapolis and Sani-Bright Carpet Cleaning. Since joining the business in 2009, Jordan’s passion for service has helped fuel their rapid growth. He is a certified Master Rug Cleaner and holds the CRS designation. Jordan has always had an entrepreneurial spirit; through high school and college, he owned & operated a successful recording studio as well as a lawn care business. He has found the networking, education, and friendships formed through ARCS events & classes to be highly valuable. It continues to give him and his team the edge they need to bring a 5-Star experience to their clients.”
Robert Mann; In February of 1978, I began a career in the rug business as an apprentice restorer working for an Iranian man named Hamid Sharifzadeh. I had traveled extensively in rug producing countries and somehow it all made sense. Working mostly for rug stores and dealers we did basic repairs. When rugs were too dirty to repair as is, we would clean them in the bath tub or out in the driveway. It was an exciting time.
Based in Boulder, the business grew slowly. In January 1982 I opened a wash plant and restoration studio in a shop front at 32nd Avenue and Lowell in North Denver. I hired two employees.
In 1984 we moved to a large warehouse on Walnut Street, and moved again in 2009 to a bigger space on Race Ct. just north of the Denver Stockyards complex. With a staff of twenty, we had become a small business.
A Denver County plan to redevelop the Stock Yards has caused us to prepare for yet another move. In mid-2018 we will move into a new Denver facility near 56th and Pecos. Our new home will be a 24,000 square foot state-of-the-art facility for rug cleaning and restoration.
Scott Ring; Scott started in the cleaning and restoration business in the late 1980s with Woodard Cleaning & Restoration. After working production in the rug plant for approximately 7 years learning the business, he went on to pursue a career in hand-knotted rug sales. He worked in retail sales and importing for 13 years before returning to Woodard to now run then rug operations. Working with a 73-year-old business, he has been able to serve all three generations of ownership. Scott spent the next few years growing the rug business and adding additional decontamination, rug padding and hand-repair services.
In 2017 he became Director of Cleaning Services at Woodard, overseeing rug, residential & commercial location cleaning. With over 25 years of textile cleaning & retail sales experience, he says he has been blessed to have several mentors to help him figure things out along the way. Working at Woodard, their core purpose is to help people get back to their lives. The challenge and the privilege to serve others, both team members and customers is what motivates him daily. Scott is on his second term on the board of directors with the Association of Rug Care Specialist and has completed the Master Rug Cleaner certification.
Kash Sobhe; is a 3rd generation rug expert. His late grandfather started their family business in Iran in 1953, over 66 years ago. His father, Dr. Kay, is a second-generation rug expert with over 50 years of dedication to the industry. Kash and his family moved to the U.S. about 16 years ago where they decided to continue their passion for rugs in Los Angeles. As the first and only Certified Master Rug Cleaner in the entire greater Los Angeles area, Kash is also a WoolSafe Certified Fiber Care Specialist and a Certified Color Restoration Specialist. He has grown up caring for rugs and will continue the family business. He graduated in Business Marketing from California State University Northridge.
Ruth Travis; Ruth Travis holds a BS degree in Textiles and has over 30 years of experience in maintenance, restoration and inspection of carpet, rugs and upholstery.
In 1988, Ruth and her partner, Ginger started their fiber care service in Chattanooga, Tennessee where she performed fabric cleaning, protection, and inspection and color correction services for her clients, interior designers and carpet mills.
In 1995 she opened a retail rug store, The Rug Exchange. After selling her share of the business to her partner in 2001, Ruth shifted her focus to training and instructing others in the fiber care industry through the IICRC. She was the IICRC President from 2006 to 2008.
In 2008 Ruth became the Director of the WoolSafe Program in North America. In that capacity, she offers the on-line Fiber Care Specialist course and maintains the WoolSafe North America Directory of Service Providers.
Ruth is an IICRC-Approved Instructor for Rug Cleaning and Color Repair, Master Rug Cleaner and ARCS Certified Rug Specialist. She is also a Carpet Inspector specializing in cleaning related issues and color correction. Most recently she worked as a consultant for Chase Carpet and Rug Care in Denver where she oversaw their rug cleaning operation.
Meg Walker; is Vice President of Aladdin Cleaning & Restoration in San Antonio, Texas. Upon graduation from Texas Christian University in 2004, Meg began her career at Aladdin in accounting, marketing and HR. In 2016 she graduated from the Master Rug Cleaner Program. Meg is the current President of the Board for the Association of Rug Care Specialists.
Dr. Agness Zsednai MD; is a research chemist; she was educated in Hungary, and got her degree in Chemistry at the University of Szeged. She started work at the Department of Colloid and Surface Chemistry at the same University, teaching undergraduates and doing research work. She obtained her doctoral degree in colloid chemistry.
She joined The WoolSafe Organisation in 2002 and has been responsible for the testing of carpet cleaning and maintenance chemicals under the WoolSafe certification programme. She has also conducted research into the soiling and cleaning of wool carpets and the effect of the various maintenance chemicals on wool and synthetic carpets.
She has been the Managing Director of The WoolSafe Organisation since August 2010.
Join ARCS for rugs, art, great food, history and culture.
Early Bird Registration thru July 1, 2019
ARCS Member: $2,950.00 Non-member: $3,400.00 Single Occupancy Accommodation: $400
General Registration - July 2, 2019 - September 31, 2019
ARCS member $3,150.00 Non-member $3,600.00 Single Occupancy Accommodation: $400 *** $350 Non refundable deposit included.
We will visit a number of different cities and villages, meeting people all along the way, including:
Istanbul - Carpet museums, Aya Sophia, Mosques, wholesale carpet dealers, covered bazaar, markets
Izmir - private tour of ATC - a premier carpet restoration facility. Ancient ruins of Ephesus, small village carpet production in Seljuk, visit a small neighborhood wash plant.
Central Anatolia - Aksaray, Guzelyurt, Ilhara Valley with its ancient Christian Churches
Hot Air Balloon Excursion- additional cost of $150-$200/person, contact Ann Marie for advance registration
Kayseri - Visit handmade carpet industry facilities scattered around the area.
Istanbul - back again for more sights, shopping, and great food.
None for this event.
None for this event.
Registration includes lodging, meals (no alcohol), site admission(s) and travel within Turkey. Registration is double occupancy, single occupancy is an additional fee. Roundtrip airfare to Turkey is not included with registration fee, however group travel will be arranged from Chicago to Istanbul for those interested.
Feedback to come following event
Galleries to come following event
Please call Ann Marie Thompson at 503-949-9700 to arrange payment after filling out this form
To be a member of ARCS, companies and individuals must be dedicated to the association's highest standards. Our members are experienced professionals committed to the highest levels of customer service, technical knowledge and business management in the rug cleaning industry.
Please browse our member directory to find the rug care specialist located closest to you.