The National : THE NATIONAL Issue 2 2008
THE AUSTRALIAN NATIONAL DRYCLEANER & LAUNDERER, MARCH/APRIL 2008 65 important they get the required mats ASAP: every day without the mats is a day's lost rental. Shirley: Can the increase in business be attributed to any specific product? Rob: We have increased our sales across the range but without a doubt the biggest growth has come from our inkjet printed logo mats. We are extremely price competitive, but more importantly we guarantee a 3 week delivery. Shirley: The business has grown at an extraordinary rate in a relatively short time, is there one particular reason? Rob: One word, "SERVICE." In today's world with the technology we have available the quality of the product should be a given. Yes, you have to have a good product, and you need to be price competitive, but what makes you successful is everything else you do: • How you answer the 'phone (and we have Stephanie!) • Speed of delivery • Invoices and statements that people understand • Resolving problems when things go wrong ... because they do! • Dealing with customers as people ... because they are! • Providing information, samples, brochures etc. that enable our customers to be more successful • Doing what you say you will, and if you can't, getting back to the customer to let them know why you can't. These are the things that people remember and as a result stay with you long term. Shirley: And the future? Rob: As our business grows, it is imperative that we continue to evaluate our performance to ensure that we have the infrastructure to service the needs of our customers now and in the future. By relocating to our new premises we have the stock levels on hand.. Our systems ensure that we can provide a level of service that exceeds our customers expectations. "We will continue to be a service-led, customer oriented business, and we will never forget that business is about people and that if our customers are successful -- so are we. Steve is kept busy and really appreciates the spacious new warehouse and racking facilities, which makes his job so much quicker and easier. One of many styles, and very popular with pizza parlours.
THE NATIONAL Issue 3 2008