In two previous posts (Your drycleaning bill of
rights and Your shirt laundry bill
of rights), I listed the critical elements of true quality
cleaning.
If you were to go back to those lists, you'll notice that those
lists focus solely on the quality of the product.
It's about process and craftsmanship. It's about the many details
that, combined, constitute true quality cleaning.
You'll also notice that all elements related to service
and convenience -- elements that are typically cited by
ordinary cleaners as their "quality standards" -- are specifically
excluded from those lists ...
- An inviting customer service environment
- A friendly, enthusiastic and courteous service representative
to greet and serve you
- A commitment to customer service
- Service that exceeds your expectations
- A positive experience on every service
- Caring about your concerns
- Speedy handling of customer issues and problems
- Value for the money you spend
- Clothes ready on time
- A computer record of all your transactions
- Barcodes glued onto your garments to track your garments
through the system
- Satellite GPS system to track your delivery orders
- Reusable garment bags
- Hanger recycling program
- Community involvement
- Business owner involvement
Notice that all these service and convenience issues have
nothing to do with the inherent quality of the product.
Which is precisely why ordinary cleaners emphasize service and
conveniences and hardly ever mention quality of product.
This begs the question: what's the value of all the service and
conveniences in the world if the quality of product is poor?
How can I help you?