How should I trim loose fibers or yarn on a rug without damaging it?

Client contacts us "I just received my beautiful rug, and it is falling apart" - This may happen because they see a string, or a loose piece of yarn on the rug. This is inherent to the piece and can be easily fixed with a pair of scissors. 

What do we do? We ask for photos so we can see what it looks like. 99.9% can be fixed with a quick clip of the 'string'. A repair person can come up, but they are going to do the same thing at a higher cost. 

1. Can the client cut too deep and damage the rug? Yes.

2. Tell them to pull it tight and cut it even with the rug. You will only harm it if you go to the back of the rug and dig into the rug. DO NOT DIG into the rug to cut it. Take the loose yarns, pull it tight and then clip it even with the rug surface. 

3. What happens if you have client that does not want to do it themselves, and they do not feel they should have to pay for a repair, what do we do. We would offer a discount to keep using the matrix table listed below. 

4. Manage the client's expectations and advise on the inherent characteristics of the rug and the loose fiber is a natural occurrence.