Top 10 things that dry cleaners must do to improve customer satisfaction

One of the top priorities of any business is to maximize the customer satisfaction. Cost of acquiring a new customer is much more as compared to the cost of retaining the existing ones. Success of every business depends on how satisfied its existing customers feel with the level of service and attention being offered to them. Modern businesses do whatever it takes to please customers, meet their expectations and also going beyond that. Here are few tips that can be used in dry cleaning and Laundry industry to improve the customer satisfaction.

  1. Do not promise when you cannot deliver – make commitments only when you are sure that you can do the job within time and deliver the required quality. Make the delivery dates clear and also whether or not a stain could be removed from the cloth.
  2. Give importance to Customer’s Time- Do not delay the delivery of the cloths and if delay happens then make sure that you inform them about the delays – Do not make them come again and again to pick up cloths, instead keep them updated through SMS notifications
  3. Do not make wrong deliveries- one of the most common mistakes that happen in the dry cleaning industry and which irritates any customer the most is wrong deliveries or missing of cloth. Use some kind of tracking mechanism at every check points to ensure that you are delivering the right piece of cloth to the right customer. Learn the garment tracking mechanism to track your individual garment.
  4. Go green-Do not give printed invoices to all your customers instead use SMS and email facilities to send invoice to your customers. Save paper and trees, show your customers that you care about the environment and make them a part of this good deed.
  5. Birthday and anniversary wishes – Customers are human, and they like when they are made to feel important. Take every opportunity to remind them that you care. Send them birthday and anniversary mailers, SMSs and Emails and build relationships.
  6. Remember their likes and dislikes- Sometimes customers themselves come to drop cloths and they tell you about their likes and dislikes, some customer may prefer hard starch as against others who prefer light starch or no starch at all, or someone may desire flat pressing on pleat less trousers. But, many times, when some family member or domestic help come to drop cloths they will not tell you these minute preferences on someone else’s behalf. Take initiative, and note down all such things on the first instance when customer shares with you. This will help you build personal rapport with your clients and they will prefer you against your competitors as you remember their minutest detail. To achieve this, you can use a laundry software for billing that can remind you whenever you are booking an order for this customer.
  7. Make things easy when they do not bring their receipts – Some customers might genuinely miss out the booking slip when they come for the pickup of cloths. Yes, it is a good habit to promote that customers always bring along the booking slip for acknowledging the delivery but ultimately in any service industry customer is the king so there has to be some mechanism to ease out this process. Learn how to manage your without ticket delivery problems.
  8. Offer them deliveries as they want it to be – Give personalize service to each client. Remember their preferences and deliver as they want, like suits on hangers etc.
  9. Discount Offers: Let them know that they are important by pampering them with some seasonal discounts or added benefits. Keep a track on which offer is moving fast and plan your next scheme based on the behavior patterns of the customers. Customers will think about you as an innovative business and will feel excited to connect with you.
  10. Professional Conduct: Show them that you are professional by using computer generated receipts, replace manual tags with bar coded tags, use proper packaging, ensure that there are no wrong deliveries by using bar code scanners, send them Emails of their invoice ticket instead of paper tickets showing them your concern for the environment, send them SMS when cloths are ready or in case there is some delay in the delivery of cloths, send a follow up sms/email asking for feedback.