LONG BEACH, Calif. — Providing good customer service was a common theme among the dry cleaning professionals presenting educational sessions during the recent Fabricare convention in Southern California. And Cleaner’s Supply’s Trudy Adams, the New York-based dry cleaning supplier’s director of customer service and sales, believes nothing is more integral to the health of a service-oriented business.
MAKE A CONNECTION
Adams recently visited a dry cleaner to provide customer service training at his request. As she sat in the lobby that day, this is what she heard from the CSR working the counter: “Phone number. … When do you want it? … OK, you’re all set.”
The CSR was missing prime opportunities to connect with customers and continue to build on their relationship. “I hear this excuse all the time: ‘They’re in a hurry. They don’t want to talk to me.’ OK, maybe 95% of customers really want to stand there and talk, 5% are in a hurry. You can monitor your conversation with the pace of the customer. We train that with our reps.”