Recently, I attended an NCA Seminar which focused on the topic of Customer Service. The NCA Spokesperson Nora spoke about the new Tide franchises that are popping up through-out the Country. Nora also showed slides from their website (www.tidedrycleaners.com) and highlighted some key points.
- Trust – Quality – Service: Marketing tag lines that help strengthen the Tide brand.
- Excitement Statements: Some examples that they use are:
Fresh Scent: Dry cleaning with a crisp and clean scent.
Spotlift: Stain removal technology for deep down fiber clean.
Colorguard: Helps keep colors where they belong – in your clothes.
These are just a few examples they used, but essentially aren’t you providing the same services but the wording is slightly different:
- Trust Us!
- Quality – We will do our best.
- Service – We provide.
- Fresh Scent – We’ll clean and press it.
- Spotlift- We’ll try to get the spot out!
- Colorguard – Some items do bleed.
Tide along with you and me are basically saying the same thing, make honest statements but add a lot of glitz to the wording.
Nora also feels we can all improve on the following:
- Customer Service: Smile! Don’t let a customers problem go on and on. Settle the problem quickly and let the customer vent as much as they need to. Then quite simply, fix the problem!
- Empower Your CSR: Give your CSR’s a little leeway when problems arise at the counter. The Customer vents to your CSR and then the CSR has to get the Manager which then leads to the customer having to re-vent again! Again, settle the problem quickly!
- Office Calls: Make sure they are presenting your business in a bright and clean manner (Tide stresses this issue)
- OPTION Drive Thru’s: Tide has a drive thru option so if a customer has a larger order they will offer to carry the order to their car. The Tide staff is at the car before the customer puts it in park! Service, service, service!!! It helps make your Customers life easier and convenient.
The above are just a few points to consider when improving Customer Service. Tide has a ton of research and marketing money invested in this industry, so take some time to check out their website (www.tidedrycleaners.com) and see if there are even more ideas you can implement at your business to improve Customer Service.