Welcome back to our continuing series on drop off laundry services. In our previous post, we detailed the importance of tracking a customer's order through the wash, dry, fold process. While mix-ups and lost articles do happen, keeping these incidents to a minimum is important. For every mix-up or lost item that occurs, your customers trust in your service and your business suffers.
Excellent customer service is what keeps your wash, dry, fold customers coming back for this convenient premium service. Here are the other common issues that can hurt this valuable part of your business and how to avoid them. If you're ready to buy coin laundry equipment in Raleigh, NC, then call T & L for big-time savings.
- Failing to Complete Orders on Time - When your customer drops off their laundry with you there is the understanding that their items will be ready on a certain day, by a particular time. Most customers will come back on their designated day to pick up long after their promised pickup time. However, for customers who need their items at that specific time, ensuring that the items are ready at or before that time is key. Customers who have to wait for their items are less likely to use your service again or to trust your employees. This can lead to problems between your customers and your staff.
- Hidden Fees and Surcharges - Nothing is more frustrating to a customer than to go pick up an order only to find out that there were additional charges. Ensure that your policies for pricing are clearly posted and explained to your drop off service customers.
- Poor Service After the Sale - Every business makes mistakes. Whether your employee is having a bad day, there are equipment problems, or situations beyond your control, you are bound to disappoint a customer or have a mix up at some point. When this happens, go out of your way to make it right. Did your customer go home with someone else's laundry? Send an employee to pick up the wrong items and deliver the customer's items. Was your customer overcharged? Correct the issue right away and send a handwritten note of apology with a coupon for a future visit. Personal touches mean more than ever in a world where customer service has taken a backseat to profits.
- Under Promise and Over Deliver - This age old business practice still stands as the best way to ensure that your customers return time after time. People are delighted when orders are ready early, if they receive a promotional discount despite having forgotten their coupon, or if you give them an unexpected perk with their order. What may add just a minutes to your employees' to-do list can win your business a customer for life. Empower your employees to find ways to go above and beyond to deliver an exceptional experience.
- Reward Their Loyalty - Since wash, dry, fold service is a premium service, reward these customers with extra perks. Whether you institute a punch card system, offer periodic discounts, or upgrade their service from time to time these customers help drive your business forward. Take the time to send these customers special mailings or recognize them in some way.
Buy Coin Laundry Equipment in Raleigh, NC Today
Need more equipment to make your drop off service successful? Call the commercial laundry experts at T & L Laundry Equipment. With over 40 years experience in the commercial and vended laundry industry, our staff has the product and market knowledge you need to be successful. Schedule your appointment with our professional staff today and see why T & L customers are the happiest commercial laundry owners in the area. So if you're ready to buy coin laundry equipment in Raleigh, NC, make the call to T & L for big savings on time and money!
