Dry Clean Super Center on Boat Club Road

*** *** *** *** ** *** *** ** *** *** *** * *** *** * *** *** *** *** *** dropped off a jacket and a pullover for dry cleaning; this was her first visit to our Dry Cleaner When *** *** arrived to pick up her garments the next day, they were
not ready as they should have been An employee inadvertently placed them with garments staged for alterations, so they hadn't been cleaned and racked like they should have been Our customer service staff frantically searched the rack where our garments are scanned by bar code, and staged for pick up *** *** informed our customer service staff that she was leaving to go out of town that same afternoon, and that she must have her clothes for this trip At this point and understanding the urgency for our customer with her travel plans, our customer service staff telephoned my wife so *** *** could speak directly to the owners *** *** shared her frustration and *** listened *** and I were sitting together when she received the call *** apologized for the inconvenience and assured *** *** that we would absolutely do what ever it took to locate her clothes that day, and offered to ship them FEXEX overnight with a.mdelivery to where ever *** *** was staying, at our expense We also assured *** *** that in the event her garments could not be located, we would completely reimburse her for the price she paid for the two lost garments, plus the dry cleaning charges (roughly $10) We pulled several members of our staff together and explained the urgency of the situation for this customer We found the items in the office within the hour; they found where clothing staged for alterations are kept We dry cleaned and pressed them and had them ready by noon, the same day of *** ***'s visit *** *** had mentioned earlier that morning that she needed to leave for the airport by 1:00pm, so I offered to personally deliver them to her so she didn't need to make an extra trip I was in communication with *** *** with both phone voice mails and texts, keeping her informed of our progress She responded to my text later that afternoon saying that I didn't need to deliver them, and that her husband would pick them up the next morning The following morning, *** *** (***) dropped by the store and picked up the completed order Because of the inconvenience, we added a $credit to the *** Family account *** *** gave our company a pretty tough review on Google and with the Revdex.com I completely understand her frustration As a customer of a Dry Cleaner for many years before owning one, I simply wanted to drop off and pick up my clothes with no issues Is that too much to ask? I totally get where she is coming from Now, after owning this business for nearly years, I've been humbled by what I've learned I realize that, while perfection is and will always be our goal, we are not going to be perfect So, we tell our employees and customers that we want to differentiate ourselves from other cleaners by how we handle an issue when one occurs We have a star rating on Yelp/Google because we deeply care about delighting our customers A couple of days later, and after *** ***'s clothing had been picked up by *** ***, I sent *** *** a text and asked that she consider how we handled the mistake that occurred, and consider removing the negative review on Google; or provide a follcomment that would describe how we handled the problem *** ***, very graciously, removed the negative review altogetherThe Problem: The Root Cause, and The Corrective Action taken to prevent future failures, like what occurred with *** ***Problem: *** ***'s Pants were not ready by the time promised and had been temporarily misplaced, causing the customer a severe inconvenienceRoot Cause: Employee used a Purple Bag, instead of the Navy Blue Bag to label and separate her clothing We had a busier morning than usual, and had temporarily run out of the navy bags, which are designated for Dry Cleaning Since a purple bag was used, her pants were placed in the office, staged for alterationsCorrective Action: We ordered more of the Navy Blue bags, to prevent running low again We shared this occurrence with all of the employees and the service failure to the customer and reiterated / retrained everyone that it is imperative that Purple Bags are only used for AlterationsShould you have any additional questions, or have any recommendations on what we might need to do differently, I welcome your comments and suggestions It is our goal to be the very best dry cleaner and earn a second chance with *** *** Criticism is a bitter pill to swallow, especially when you care so deeply about delighting your customers However, an event like this, makes *** *** *** *** a better companyRespectfully, *** ***