BASIC CUSTOMER SERVICE TIPS
FOR REPEAT BUSINESS
When two or more laundries are in the same market
area, what makes a customer decide to use one over another? We believe that se one over another? We believe that the
quality of customer service is most consistently the deciding factor in
Customer service is nothing more than appreciating
your customers enough to treat them well. Repeat business is the
lifeblood of any coin laundry, and excellent customer service is the
best way to ensure that your customers remain loyal to your laundry over the
Dependable hours are a must. Your coin-op should be open
seven days a week and should maintain the same predictable hours, so your
customers know what to expect from week to week. Don’t let your customers
gather their dirty clothes, soap, quarters and kids, only to discover that your
laundry closed up early that evening, or that you are closed on Wednesdays!
The condition of your store, and your machines,
tells your customers loud and clear how well you value their patronage. Arrange
for someone to clean the laundry several times a day, and keep extra
supplies and fluorescent lights on hand. Develop a relationship with a reliable
repairman who responds quickly to service calls.
Some advance planning combined with common sense
will make your store run smoothly. Your customers will appreciate the
professional image that shining floors, brightly lit work areas, clean and
working equipment, an organized counter area and spotless restrooms convey, and
will reward you with their repeat business and referrals.
In your absence, your attendants represent you and your business in the
customer’s eye. Understanding the elements of excellent customer service is crucial –
but be sure to follow through by insuring that every employee knows how
important these high standards are to you. This should begin as early as their
job interview. Be very clear with your examples during training, and
afterwards. If you are unsure of the particulars of excellent customer service,
check out the business section of any library for how-to books on that subject.
Let your attendants know how they are
expected to dress for their shift.
expected to dress for their shift. Explain that cheerfulness and courtesy to your
customers is part of their job description. Instead of “coin laundry
attendants” as their job title, how about referring to your employees as
“customer service specialists”? This is a small change that can’t help but give
their self-image a jolt for the better.
Lastly, when refunds are necessary, make sure
they are handled promptly and courteously. A single customer can easily
spend several hundred dollars or more in your laundry over a years’ time. How
you or your attendant responds to a valid refund request or a complaint will
determine whether that customer continues to use your laundry in the future.
Apologize for the customer’s inconvenience, then refund their money with a
smile, and thank them for their business.
Employees will learn best by your example
that in your coin-op, the customer is still the king!
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