What Good Customer Service Looks Like in the Laundry Business
December 16, 2019
In our years of commitment to being the most convenient and reliable laundry service in the communities we serve, we've learned a lot about making our customers happy. The laundry industry offers so much interaction between customers and the business end that it makes customer service central to success.
The lessons we've learned through the years are such beautiful nuggets, we'd like to share them with you.
Here are the 6 Cs to remember in delivering topnotch customer service.
It all begins here. Developing a positive culture within the workforce first, resonates to the people you serve. Like with any other business, a well-trained, well-equipped, and happy staff will care about their work and will always do their best.
This sounds obvious but there's more to being customer-centered than delivering their laundry on time. In order to better serve your clients, you have to understand every part of the customer experience and every point of interaction they have with you.
This means you have to make sure your machines and facilities are not only functional, but also clean and presentable. Your turnaround time has to be reasonable and your laundry pickup and delivery system, convenient. Your policies have to make sense for your customers, like in cases of loss or damage.
As mentioned above, your staff has to be well-trained and knowledgeable enough that when questions, suggestions and conflicts arise, they will know what to do. Dealing with complaints is a difficult part of any customer-facing job, but a competent workforce will be able to resolve issues and even turn the situation around.
Empowered employees are one of the best assets for any business.
Of course, competence also shows itself in the quality of work. All the kindness and understanding in the world hardly means anything if the clothes you wash are not clean. You're in the business of professional laundry services after all.
Being able to openly communicate with your business is another way to keep customers happy. The feeling that they are being listened to alone will encourage them to engage with you more. Try opening various channels of communication both on and offline.
You can also use these channels to reach out to your clients. We send out text alerts to our customers when their laundry is ready for pick up.
Everybody needs clean clothes regularly. That means, if you're doing well with your laundry business, your clients will always come back. Use this to your advantage. Build a community with your client base and encourage them to connect with each other, too.
You can start social media groups and ask your customers to join. There are different kinds of easy contests your can start as well. Give out coupons or discounts to everyone who joins. You can even open a snack bar. You'll be surprised by how much a vending machine and a couple of tables and chairs can do to connect people.
Finally, commitment ties everything together. Being in the laundry business since 1992 has taught us that excellent customer service is an ongoing commitment. Making customers happy is not a one-time achievement that will stay with you once you get it. You'll have to keep working on and improving the other 5 Cs on this list.
If you want to experience these 6 Cs first-hand, connect with us here, or visit any of our locations. Now in the Indianapolis suburbs of Zionsville and Fishers, Indiana.