Class Overview

Transformational concepts such as the “80% rule, moments of truth, the value line and exceeding expectations”, turn the technician into a customer relationship expert.

Supercharge your technicians with confidence which will also improve employee retention. 

The customer’s perception of your company is heavily weighted by the interaction with the technician in her home. Make sure it is a good one.

techician knocks on customer door

What you'll learn…

  • The ‘Emotional Dynamics‘ of working in a customer’s home. 
  • What your techs REAL job is. (Hint: It’s NOT cleaning carpets or restoring homes!) 
  • The difference between buying goods and services. 
  • How customers decide if your employees have done a ‘good job or a ‘bad job. 
  • Why (and how) to build a life-long relationship and create a Cheerleader customer. 
  • How techs can deliver positive ‘Moments of Truth‘ with their actions, appearance and attitude. 
  • How to give your customer the ‘Illusion of Control. 
  • Where your technicians (and everyone else too) fits in to your company’s Service Circle. 
  • Simple scripts that makes VAS easy to implement. 
  • Hands-on training and role playing that shows techs how to make the VAST concepts work. 
  • Step-by-step training on how techs can gently offer their clients ‘Additional Service Options‘. (This will pay for their seminar!) 
  • How your techs can sky-rocket the ecstatic 5 star online reviews your delighted customers will post on Google!

This course has been approved for (7) IICRC CECs. No exam.

Class Schedule - All Times Central (Chicago)


8:00 am - Check-In

8:30am - Class begins

5:00pm - Class Ends

IICRC continuing education provider logo

Meet Your Instructor

Jeff Cutshall

Jeff Cutshall is a Master Textile Cleaner and Approved IICRC Instructor. He started his carpet and upholstery cleaning journey over 40 years ago and has enjoyed working as an employee, a manager, and a successful business owner. Jeff has been teaching, consulting, and traveling internationally for over 20 years. In addition, Jeff has been operating his commercial carpet cleaning business in Kansas City for 21 years. Because of his passion for teaching, Jeff has made sure that his students receive the most rewarding educational experience.

Jeff Cutshall IICRC Instructor

What students say...

Kevin Kluth

"I highly recommend Jeff Cutshall with

by Kevin Kluth, Pinnacle Eco Clean

For over 40 years I’ve owned a carpet and rug cleaning business in the Rochester, NY area. I highly recommend Jeff Cutshall with Jon Don. We’ve had Jeff train several of our technicians, including our receptionist. He has a nice relaxed, informal style of teaching that I’m sure your technicians will appreciate just as mine have. We’ve been very happy with his instruction. Jeff has taught both the IICRC carpet certification class as well as the IICRC upholstery certification class. I’m sure you will be just as happy attending one of Jeff’s classes as I have.

Mike Lamunyon

"I highly recommend Jeff for his excellent teaching ability!"

by Mike Lamunon, Lamunyon Dry Out &
Foundation Repair

Our company, Lamunyon Dry Out & Foundation Repair, specializes in water mitigation and foundation repair.  We have engaged Jeff several times over the last 20 years or so to teach several classes for us and help us to create cheerleaders and obtain positive google reviews. I highly recommend Jeff for his excellent teaching ability!

Marleen Geyen

"The perfect certified instructor for us"

by Marleen Geyen, Geyen Group South

Through research and referral I found the perfect certified instructor for us and it has made all the difference. Annually Jeff comes to introduce and refresh information truly necessary for technicians to be experts in their field of commercial carpet cleaning. Speaking in both Spanish and English Jeff is able to communicate detailed information that applies to the work we do in our accounts every night.

Deshaun Neita

"One of my best decisions"

by Deshaun Neita

Taking the CCT class with Jeff Cutshall was one of my best decisions made. At first I was a little nervous about learning so much information in such a short time, but Mr. Cutshall made the process smooth and understandable. Now because of the class I took, and the encouragement of a brillant and resourceful teacher, I now own my own carpet cleaning business. Thank you for being a great mentor Jeff Cutshall.


If at all possible, please read over the manual before the class starts. There is a lot of information packed into a 1-day class. If possible, it’s better if you please print off your manual. This makes it easier to take notes. Please have pen and highlighter handy during the class to be able to take notes.

Absolutely! Please have your questions ready. If you have any photos from previous jobs that you have questions about please send them to me before the class, and if possible, we will discuss them during the class.

Zoom is the videoconferencing program that we'll be using and therefore it is required to have Zoom installed ahead of the class along with a solid internet connection. Here are the Zoom requirements. And the Zoom FAQ page.

Click the link below to access the Class Resources. You will be prompted to enter the password that was created at the time of registration. If you do not know your password, use the "Forgot Password" link to reset it.

If you continue to have trouble, email