I feel like just a number with my linen company. I’m constantly chasing down the driver and not getting my products. Are all linen companies like this?
Just a Number
Dear Just a Number,
Sadly, you are not alone. Many linen & uniform customers tell me that they feel this way. The challenge is that excellent customer service is not valued the by some companies. But that doesn’t mean ALL linen companies are like this.
Think about your own company, for example. Do you have clear customer service metrics? Is improving the customer experience a top priority? Do you invest in ongoing customer service training for your employees? The answer for most companies is “No.”
The good news is that many companies DO understand that caring for our employees and customers is a great strategy that is good for business. This is the model of Nordstrom, Ritz Carlton, Southwest Airlines and Costco.
This is because customers, like you, eventually figure out that it costs less and is easier for your business to partner with vendors who care about the success of your company.
The next time you see your linen & uniform driver, ask them to explain their company’s mission, vision, or values to you. If you ask your Balfurd route representative, for example, they should tell you that our mission is Improving Lives through Laundry. (If they don’t, please write me another letter). If he/she cannot or doesn’t understand your question, you have your answer.
I tell all my sales prospects that when you have had enough pain and suffering from your linen & uniform provider, and are ready for joy and happiness, give me a call.
Until you switch to a company that cares about your success, you ARE just a number (mic drop).
I’m Jay Rasmussen, and this is My Dirty Laundry.
*Jay is the Vice President of Sales for Balfurd Linen and Uniform Service, and is a “Dirty Laundry” Expert.