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Content about customer service representative

April 18, 2013
Deliver What Your Customers Want

APPLETON, Wis. — Customers are willing to (and do) pay more for fantastic service, nearly perfect cleaning, and fair problem resolution

APPLETON, Wis. — When I was a new salesperson, one of my first bosses had a saying about the service we were selling: “You can have it on time, cheap, or right. Pick two.”

Consider having your top customer service representative (CSR) inform Mr. or Mrs. Cheapskate, “Well, certainly we will be happy to let you pay $X for dry-cleaning that designer wool blazer. It will be ready for pick up in July.” Or, “Of course we will be happy to charge you $Z and ruin the lining in the pressing process.” I’ll let you have some fun generating additional permutations.

The reason I’m bringing up the issue of cost is that my firm has complied the data from 2012 mystery shopping results from around the country. The cost of providing service is something we are hearing about from owners. For example, we have been told it’s too costly to:

January 29, 2013
Perception is Reality

APPLETON, Wis. — It’s how the customer interprets someone’s actions or words

APPLETON, WIS. — Lately, I’ve heard the phrase “perception is reality” used in several different, unrelated conversations. Since she was the first person who I heard mention it, I called Diana Van Brunt of Westbank Cleaners, Austin, Texas, to ask her what she meant.

In essence, it’s how the customer interprets someone’s actions or words, she says. “If you ask someone to wash the dishes, they may choose to run the dishwasher, or wash them in the sink, or use disposable plates. It’s the perception of washing dishes.”

I’ve reviewed tens of thousands of mystery shop reports and have seen how a single experience can alter a customer’s perception.

EXPERIENCE 1A

Reality: The computers at the front counter aren’t working.

June 19, 2012
Treating Acetate and Metallics

CONCORD, N.C. — Consider twists, turns and weaves when attempting stain removal

CONCORD, N.C. — Not all garments are created equal, just as not all stains can be removed on the dry side by a simple application of POG and dry cleaning. How a garment is constructed, the way its individual fibers are twisted, turned and woven is an important consideration when attempting localized stain removal. This month, I will address various fabrics and the characteristics that may impact the stain-removal process.

ACETATE

At one time, acetate was a commonly used fabric in garments. With the growth of polyester, acetate has been relegated, for the most part, to the role of a lining material. Unfortunately, this secondary use brings to mind an old cliché: out of sight, out of mind. The acetate and its sensitivities are still there, beneath the surface fabric.

When spotting acetate, be aware that it is highly susceptible to yarn slippage. Hold the steam gun a greater distance from the fabric to further reduce the pressure of the steam and air striking the surface of the fabric. Reduce the intensity of mechanical action used on acetate, and always apply this action over the solid portion of the spotting board.

March 20, 2012
Not All Yellow Stains Are Created Equal

CONCORD, N.C. — There are times when all stains begin to look alike

CONCORD, N.C. — There are times when all stains begin to look alike; they seem to be a shade of tan or yellow. The problem is, not all yellow stains are the same.

They do not have the same origin; they do not have the same composition. This yellow/tan can range from caramelized sugar, to a beverage stain, to a stubborn oxidized oil stain.

The earlier the stain is identified, the easier it will be to remove the stain. This points to the need for your customer service representative to form the habit of asking each customer, “Are you aware of any spots or stains on any of your garments?” Information gathered should be passed on to the spotter to assist in establishing the proper course of action to effectively remove the stain.

Stain content will determine the chemical tools necessary and the protocol to follow in stain removal. Fiber content and garment construction, as well as the age of the stain, can adversely affect the stain-removal process. Any attempt by the customer to remove the stain will make professional stain removal more difficult or even impossible.

July 16, 2010
When Cost Cuts Go Too Deep

CHICAGO — When times are tough, we cut back. We cut everywhere we can. We cut where we should have cut before. We cut in places we shouldn’t cut for long-term viability, but the need for short-term cashflow forces us to do so.

When other businesses do the same thing, it’s easy to justify. Many large companies are cutting costs in customer service, and whether or not they could achieve better results for less money, we’ve been lulled into accepting poorer customer service.