The National : JUNE-SEPT 2017
KERRYN WOLLINGTON As Principal Trainer at Laundry Dry Cleaning Training school, located in Cardiff but available all over Australia, Kerryn Wollington knows a thing or two about drycleaning and laundry practice, but as a visitor to hundreds of drycleaning plants, she has experienced front counter service which varies from the sub- lime to the ridiculous. And she had plenty of experience to share with the assembled multitudes. “We offer service to our clients, sowecanhaveabitofashortfuse if we don’t get service. These days I do a lot of my shopping overseas because like many Australians, I vote with my feet. If I don’t get good service, I don’t go back. “As dry cleaners, you need to realise that this is a prevailing trend in retail and Service industries. People have short attention spans, little sympathy for your problems, and no tolerance for rudeness or staff that treat them in an offhand manner. “And how much of that shabby treatment is YOUR fault, for not training your staff? For not having clear expectations of what you expect at the front counter, and on the telephone? I would suggest, most of it. “How many customers have you lost due to their treatment by your staff? They don’t get trained, but they can make or break you. “The person at your front counter is the most important person in your business You might not agree with that. What about the spotter, the clearer, the presser? “If your Customer Service Representative offends your customer so much that they leave and never come back ... those valuable team members don’t get a look in. Kerryn asked the group whether they believe Customer Service starts with Team Work, or Training? Jennie Lyons, here today with her son Daniel, has a close knit group at her business that works very well together. They have worked there literally years, second generation in some cases ... and she still sends them to be trained professionally. Jennie values her customers, and her business. “It is essential that the Front Counter doesn’t over promise what the drycleaner and presser can’t deliver. How do they know They need to understand what goes on “back there”. And how many of you plonk your service person at the counter and never teach them what it is each member of your staff does for the business? THE AUSTRALIAN NATIONAL DRYCLEANER & LAUNDERER JUNE JULY AUGUST SEPTEMBER 2017 35 Kerryn Wollington, LDCT Training School, shared one of her passions – Customer Service A strong Membership is important. Here Abi Hamid from Macarthur Dry Cleaners, Campbelltown, trains with DIA CEO, Brian Tonkin.
DRY CLEANER MAY 2017