You’ve found a few local carpet cleaners online, and now it’s time to make those phone calls. But here’s the problem: smooth-talking salespeople can make any company sound amazing over the phone. After 17 years in the carpet cleaning industry, we’ve heard every sales pitch, empty promise, and outright lie that unscrupulous cleaners use to win business.
The difference between a $200 professional cleaning and a $400 disaster often comes down to the questions you ask during that initial phone call. Ask the wrong questions (or none at all), and you’ll end up with damaged carpets and a massive bill. Ask the right ones, and you’ll find professionals who genuinely care about your family’s health and your home’s value.
Here are the 15 questions that separate real professionals from pretenders, plus the answers you should hear from honest carpet cleaners.
The Opening Questions: Establishing Credibility
1. “Are you licensed and insured? Can you provide proof?”
Red Flag Answer: “Yes, of course” (without offering specifics) Professional Answer: “Absolutely. I can email you our insurance certificate and license information right now, or bring copies when we arrive for the quote.”
Why This Matters: Legitimate companies provide proof immediately. Scammers hope you won’t follow up. Always verify insurance covers damage to your home and belongings.
The Squeaky Clean Team Response: We’re fully licensed and insured, and we’re happy to provide documentation before we even step foot in your home. Your peace of mind starts with proper credentials.
2. “How long have you been in business, and how many homes have you cleaned?”
Red Flag Answer: Vague responses like “several years” or “lots of experience” Professional Answer: Specific numbers and years, often with local references or community involvement
Why This Matters: Experience matters with carpet cleaning. Companies that have survived 10+ years have satisfied thousands of customers and refined their processes.
The Squeaky Clean Team Response: Since 2007, we’ve cleaned carpets in over 50,000 Australian homes. Our longevity speaks to our reliability and the quality of our work.
3. “What certifications do your technicians have?”
Red Flag Answer: “Our guys are trained” or “We know what we’re doing” Professional Answer: Specific certifications like IICRC, Woolsafe, or industry training programs
Why This Matters: Carpet cleaning involves chemistry, equipment operation, and proper techniques. Certified technicians understand fiber types, cleaning solutions, and safety protocols.
The Squeaky Clean Team Response: Our technicians are IICRC-certified and hold certifications from the Jena Dyco Institute. We invest in ongoing education to stay current with industry best practices.
The Technical Questions: Understanding Their Process
4. “What cleaning method do you use, and why?”
Red Flag Answer: Unclear explanations or outdated methods like shampooing Professional Answer: Hot water extraction (steam cleaning) with explanation of why it’s recommended by carpet manufacturers
Why This Matters: The cleaning method affects results and carpet longevity. Hot water extraction is the gold standard recommended by major carpet manufacturers and the Woolsafe Organisation.
The Squeaky Clean Team Response: We use hot water extraction (steam cleaning) because it’s the method recommended by carpet manufacturers and the Woolsafe Organisation. It provides the deepest clean and fastest drying times.
5. “What type of equipment do you use?”
Red Flag Answer: Vague descriptions or portable-only equipment for large jobs Professional Answer: Specific equipment details, often truck-mounted systems for superior power
Why This Matters: Professional equipment costs tens of thousands of dollars and delivers superior results. Companies using rental or consumer-grade equipment cut corners.
The Squeaky Clean Team Response: We use state-of-the-art professional equipment, including truck-mounted systems that provide superior cleaning power and faster drying times than portable units.
6. “What cleaning products do you use? Are they safe for children and pets?”
Red Flag Answer: Generic responses about “professional products” Professional Answer: Specific product information, safety certifications, and environmental considerations
Why This Matters: Your family’s health depends on product safety. Many cleaners use harsh chemicals that leave dangerous residues.
The Squeaky Clean Team Response: We use only Australian-made, non-toxic, pH-neutral cleaning products that are completely safe around children and pets. We can provide safety data sheets if you’d like to review the ingredients.
The Pricing Questions: Avoiding Hidden Costs
7. “Can you give me a detailed quote over the phone, or do you need to see the carpets first?”
Red Flag Answer: Insisting on in-home quotes for basic cleaning or giving unrealistically low phone quotes Professional Answer: Honest assessment of what can be quoted over phone vs. what needs to be seen in person
Why This Matters: While complex situations require in-person assessment, basic carpet cleaning can often be quoted accurately over the phone by experienced companies.
The Squeaky Clean Team Response: For standard carpet cleaning, we can provide accurate phone quotes based on room sizes and carpet type. For stain treatment or water damage, we prefer to assess in person to give you the most accurate pricing.
8. “Are there any additional charges I should know about?”
Red Flag Answer: “We’ll discuss that when we get there” or “It depends on what we find” Professional Answer: Complete disclosure of all potential charges upfront
Why This Matters: Hidden fees turn “$99 specials” into $400+ bills. Honest companies disclose everything upfront.
The Squeaky Clean Team Response: Our quotes include everything – pre-treatment, cleaning, and basic stain removal. The only additional charges would be for specialty stain treatments or protection applications, which we discuss and get approval for before proceeding.
9. “What’s included in your standard cleaning service?”
Red Flag Answer: Bare-minimum service descriptions Professional Answer: Comprehensive service breakdown including pre-treatment, cleaning, and basic stain removal
Why This Matters: “Cleaning” can mean anything from a quick spray-and-suck to comprehensive treatment. Know exactly what you’re paying for.
The Squeaky Clean Team Response: Our standard service includes thorough vacuuming, pre-treatment of stains and high-traffic areas, hot water extraction cleaning, and post-cleaning inspection. We also move light furniture at no extra charge.
The Service Questions: Understanding Their Commitment
10. “Do you offer a satisfaction guarantee? What does it cover?”
Red Flag Answer: Vague promises or no guarantee at all Professional Answer: Written guarantee with specific terms about return visits or refunds
Why This Matters: Companies confident in their work offer guarantees. Those who don’t are telling you something about their service quality.
The Squeaky Clean Team Response: We offer a written satisfaction guarantee. If you’re not completely happy with any area we’ve cleaned, we’ll return within 48 hours to re-clean it at no charge.
11. “How long will my carpets take to dry?”
Red Flag Answer: “A few hours” or unrealistic timeframes Professional Answer: 6-12 hours depending on carpet type, humidity, and airflow
Why This Matters: Proper cleaning with adequate water extraction should result in reasonable drying times. Over-wetting indicates poor technique.
The Squeaky Clean Team Response: With our professional equipment and proper technique, most carpets dry within 6-8 hours. We can also provide tips to speed up the drying process if needed.
12. “Can you handle pet stains and odors?”
Red Flag Answer: “Sure, no problem” without explaining the process Professional Answer: Detailed explanation of odor elimination process and realistic expectations
Why This Matters: Pet odor elimination requires specialized knowledge, equipment, and products. Many cleaners claim they can handle it but lack the expertise.
The Squeaky Clean Team Response: Pet stain and odor removal is one of our specialties. We use enzyme-based treatments that break down odor-causing bacteria and can assess whether padding replacement is needed for severe cases. Not all stains and odors can be completely eliminated, and we’ll be honest about what’s achievable.
The Trust Questions: Evaluating Their Character
13. “Can you provide references from recent customers?”
Red Flag Answer: Reluctance to provide references or only offering old testimonials Professional Answer: Recent references from customers willing to speak about their experience
Why This Matters: Legitimate companies have satisfied customers happy to share their experiences. References should be recent and verifiable.
The Squeaky Clean Team Response: We’re happy to provide recent customer references, and you can also check our online reviews across multiple platforms. Our customers consistently praise our communication, reliability, and results.
14. “What happens if something goes wrong or gets damaged?”
Red Flag Answer: Defensive responses or attempts to minimize responsibility Professional Answer: Clear explanation of their insurance coverage and problem resolution process
Why This Matters: Accidents happen even with careful professionals. How they handle problems reveals their character and commitment to customer service.
The Squeaky Clean Team Response: If any accident occurs, our insurance covers repairs or replacement. We also have a clear process for addressing any concerns, and our 110% Care Factor means we’ll work with you to resolve any issues quickly and fairly.
15. “When can you schedule the work, and will you call before arriving?”
Red Flag Answer: Vague scheduling or showing up unannounced Professional Answer: Specific scheduling with confirmation calls
Why This Matters: Professional companies respect your time and communicate clearly about appointments.
The Squeaky Clean Team Response: We schedule specific appointment times and always call before arriving. We understand you have a busy life, and we respect your schedule. If we’re running late, we’ll call to let you know.
Red Flags That Should End the Conversation
Hang up immediately if they:
- Refuse to provide insurance information
- Can’t give specific company addresses or contact information
- Pressure you to book immediately with “today only” pricing
- Can’t explain their cleaning process clearly
- Avoid answering direct questions about experience or certifications
- Offer prices significantly below market rates without explanation
What Professional Responses Sound Like
When you call The Squeaky Clean Team, here’s what you’ll experience:
Immediate Credibility: We provide our license and insurance information without being asked, explain our 17 years of experience, and detail our IICRC certifications.
Technical Expertise: We explain why we use hot water extraction, describe our professional equipment, and discuss our Australian-made, family-safe cleaning products.
Transparent Pricing: We provide detailed quotes with no hidden fees, explain exactly what’s included, and discuss any potential additional services upfront.
Service Commitment: We offer written satisfaction guarantees, provide realistic timeframes, and explain our specialty expertise in pet stain and odor removal.
Professional Character: We provide recent references, explain our insurance coverage and problem resolution process, and demonstrate our 110% Care Factor through respectful communication and scheduling.
Making the Right Choice
After calling several carpet cleaners, you should feel confident about your choice. The right company will:
- Answer all questions honestly and thoroughly
- Provide verifiable credentials without hesitation
- Explain their process in terms you understand
- Give transparent pricing with no hidden surprises
- Demonstrate genuine care for your family’s health and home
- Stand behind their work with written guarantees
Don’t Settle for Less Than Professional
Your phone calls to local carpet cleaners will quickly reveal who’s genuinely professional and who’s just trying to make a quick buck. The right questions protect you from scams, ensure quality results, and help you find cleaners who truly care about your family’s health and your home’s value.
Ready to experience what genuine professionals sound like? Call The Squeaky Clean Team at 1300 682 563 and ask us any of these questions. We welcome the opportunity to demonstrate our expertise, transparency, and 110% Care Factor.
Remember: Professional carpet cleaners welcome tough questions – it’s the pretenders who get defensive or evasive.
The Squeaky Clean Team has been Australia’s trusted carpet cleaning experts since 2007. Our family-owned business serves Melbourne and the Mornington Peninsula with transparent communication, Australian-made cleaning products, and unconditional satisfaction guarantee.
