Hey Steve, I usually do a quick intro when I arrive to the customers house, and ask them to show me the areas that need to be cleaned and "any problem areas they may have." It has worked well to make sure the customer has reasonable expectations of the cleaning, I also then know what they consider important with their carpet cleaning, once I ask that and they show me which areas or spots they consider "problem areas" I will tell them before hand if it will come up, or lighten up, and why it will not if so. This small change in the way I start the appointment has helped the cleanings go smooth and makes sure the customer is educated on why certain spots come out and certain spots do not. Vacaway has a variety of spotters, and you can pretty much bet that if they don't have something to get a spot out, then it's not coming out.