The National : JUNE-SEPT 2017
Kerryn said the sad truth is, as your Customer, I don’t care! We all have bad days. That doesn’t give you the excuse to speak to me like that.“Service with a smile. It’s not new, it’s just a fact of life.” 5. PROMPT Never keep your customer waiting. you might be three deep at the counter when another walks in, but don’t ignore them. Smile directly at them, acknowledge them. Perhaps you have Minties on your counter, or a coffee bar that you can offer to make the wait more pleasant. They will wait patiently if you are talking to another customer about their drycleaning, but don’t go on for ages about kids, school, dogs. Some cleaners have all international students at their driveway. That is not Customer Service. They can’t answer questions from your customer, and they often can not make themselves understood. Your staff must SMILE. Kerryn has a pet hate, and it is one that POS systems have unwittingly encouraged us to do. That is to sug- gest to the customer, unasked, that they can have their garments back pronto. Much of the time the Customer is fine with a couple of days, and when there is staining, you are wiser to give yourself time. So instead of saying “Your garment will be ready Tuesday at 1pm.” try saying “Your garment will be ready from 1pm Wednesday, and we will sms you when it is ready to collect.” This gives you extra time to treat a stain properly, and reassures the customer that it is only a couple of days. If they actually do want it the next day, I am sure you can work out a way to prioritise it, and still do your job on working the stain. It takes the pressure off. Now if the garment is ready on Tuesday, and you sms, that looks like “super service”, another bonus of this method. Kerryn said her company runs a speciality wedding gown cleaning and preservation service, and they are part of the Association of Wedding Gown Providers, US, and have attended US conferences. They have a carpeted room where they sit down with the bride to discuss her needs. Kerryn said at her plant staff are forbidden to wear false fingernails, or jewellery. Staff have been sent home to have such nails removed before being allowed to handle garments. Always an education, Kerryn. THE AUSTRALIAN NATIONAL DRYCLEANER & LAUNDERER JUNE JULY AUGUST SEPTEMBER 2017 39 Our complete range of machinery is available as part of our RJ Capital Plus offering, which brings together machine supply plus breakdown service for one regular monthly payment. Call us today for the best deal in machinery and service... RJ Capital Plus makes perfect business sense... Benefit from new machinery and no breakdown repair bills to worry about... ever 1300 Richard (742 427) www.richardjay.com.au Upgrade for No Capital Outlay... *Conditions Apply ... and while we are on the subject ... take your TIME.
DRY CLEANER MAY 2017