To provide the best possible customer support availability and responsiveness in the type of business that does not at our current stage of growth and development have the profit margins to support a full-time, in-house customer support representative, we established from the start and still maintain a customer support partnership. Some of the FAQs on our website address this in more detail.
Our Customer Satisfaction Team Members are available 12 hours per day (6:00 a.m. – 6:00 p.m.) weekdays and four hours per day on each of Saturday and Sunday. Importantly, they are based in the United States, their team members only work with and serve laundry services businesses like us, they know and are trained in the software we use, and their team members are given guidance on the specifics of how we want to treat and respond to our customers.
Whether they answer the phone when you call, chat with you through our website, or receive either your voicemail or email, they are empowered on the front line to resolve issues. Very importantly, they are the fastest way to get a message to multiple people on our team without delay. Upon receiving a communication from a customer that requires a response from us, they enter information where multiple people on our team can see it. The person who needs to respond can then see it on the next shift when they are working.
We believe this is a far better system for long-term care of our customers than relying on one person.
However, there is room for improvement. Our General Manager and Operations Manager are focused (as they should be) on delivering quality and training more team members to be able to deliver quality.
We are therefore training and adding to our team a new member of our Customer Satisfaction Team. She will be responsible for monitoring all special requests and any issues that arise and coordinating members of our team to get questions answered and issues resolved faster, so we can respond to you faster.
This will not be perfect. There will still be times when she needs to follow up with either you as the customer or with a member of our team who might not be immediately available before we can resolve something to the best of our ability to your hopefully complete satisfaction.
Yet, it will improve our response time and our ability to serve you better.
As a final note, we have one small request to help us serve you better. Unless a member of our team (including our new internal Customer Satisfaction Team member) asks you to respond to the phone from which they dialed you to get a question answered from you, or unless you are responding to a member of our driving team who just tried to reach you at your location, we ask that you please continue to use our main number (415) 858-9274 extension two or main email [email protected] to reach us with new matters or other follow-ups. Calling or emailing the members of our team whose role is to be there and respond is the most reliable way to help us collectively respond to you as a team faster.
Thank you for being a customer, and thank you for your referrals.
Sincerely,
The Marin Wash and Fold Team