Most technicians focus on doing the job right. The best ones focus on what’s going to happen before they even start.
That’s the mindset Ann Bedwell brings to every class she teaches as an IICRC-approved instructor for IICRC carpet cleaning certification courses—helping technicians think ahead, anticipate outcomes, and avoid costly mistakes.
In this interview, she shares the lessons and perspective that separate average work from truly professional results.
Q: How did you first get started in the carpet cleaning industry and what led you to teaching others?
I started in 1999 with a company called Intex Services. At that time, I had carpet sales experience but no background in cleaning. I learned quickly, training in the office during the day and working alongside technicians at night. That early exposure gave me a clear view of both the technical side of the work and the mistakes that can hold people back.
Q: What’s a common mistake you see technicians make early in their careers, and why does it happen?
One of the biggest mistakes technicians make is believing they don’t need training.
Just because you don’t get a bad review doesn’t mean the job turned out well. There’s a difference between “good enough” and truly professional results.
Whether it’s a carpet cleaning class or other IICRC certification course, formal training helps technicians avoid costly mistakes and build confidence much faster than trial-and-error alone.
Learning should be a lifelong pursuit. The best technicians understand that they can learn from others every day. I still learn from my students in every class I teach.
"Just because you don’t get a bad review doesn’t mean the job turned out well."
Q: What separates a great technician from an average one?
It comes back to investment—both in yourself and in your tools.
Great technicians invest in training, in personal growth, and in understanding not just how to do the job, but what can go wrong. They don’t just move from one job to the next. They think critically about outcomes and what’s likely to happen before they even begin.
They also recognize that they’re caring for something valuable. Whether it’s carpet, upholstery, or flooring, they’re responsible for protecting a customer’s investment.
That level of awareness changes how you approach the work.
Q: What services or skills do you think technicians and businesses often overlook but shouldn’t?
There are a lot of missed opportunities where technicians are leaving revenue—and value—on the table.
If you’re cleaning carpet, why not offer upholstery cleaning as well? Customers aren’t replacing furniture anytime soon, and it’s a natural extension of the service.
As more homes shift toward hard surfaces, technicians should also consider expanding into stone, tile, wood, and laminate care. These are all logical add-ons that increase value for both the customer and the business.
Odor control is another big one. Too many jobs focus only on cleaning the surface, while odors from pets or smoke remain. That’s a missed opportunity to fully solve the customer’s problem.
Q: How has the carpet cleaning industry changed over the last few years?
There’s definitely been a shift in how much carpet is being installed in residential homes.
At the same time, the materials themselves have improved. Polyester fibers, for example, have come a long way since the early 1990s. What used to be seen as a lower-quality option is now much more durable and visually appealing.
The industry continues to evolve, both in materials and in how services are delivered.
Q: Where do you think the industry is headed in the next 3–5 years?
I would like to see carpet continue to return in residential spaces, and in some areas, it already is.
There’s a misconception that carpet isn’t cleanable, which simply isn’t true. Carpet is a long-term investment that provides comfort and warmth, and when properly maintained, it performs well over time.
Whether that perception shifts more broadly remains to be seen, but the value of proper carpet cleaning isn’t going away.
Q: What skills or knowledge will matter most for technicians going forward?
The technicians who stand out over the next few years will be the ones who invest in core skills like:
These are all areas where skilled technicians can stand out and provide real value— especially when they can anticipate issues before they become problems.
As materials and expectations evolve, technicians who can think ahead, identify potential challenges early, and invest in these skills will continue to be in demand.
Q: What do you hope students walk away with after taking your class—beyond the certification?
I want students to learn how to see through the job to the result during the pre-inspection phase. It’s not just about knowing how to do the work—it’s about knowing what’s coming next.
If a technician can visualize the outcome before they start, they can make better decisions, set proper expectations, and avoid surprises. That level of foresight is what separates average work from truly professional results.
Q: When you’re not working or teaching, how do you like to spend your time?
I’m a proud consensus body member for the IICRC, and I’m honored to help develop standards that improve the industry, both for what’s happening today and what’s coming next.
It’s something I take seriously, because those standards shape how technicians approach their work in the field. It’s another way for me to give back and help move the profession forward.
Ready to Level Up?
Train with Ann Bedwell
Ann Bedwell’s training focuses on building strong fundamentals, expanding service capabilities, and helping technicians think more critically about the work they do.
Her approach goes beyond technique, teaching students how to anticipate outcomes, solve problems, and continuously improve their skills in the field.
If you’re looking to grow your capabilities in carpet cleaning, upholstery, odor control, or repair, explore upcoming classes with Ann Bedwell on AG Pro Training.
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