As we help more people transform time doing laundry to quality free time, we naturally have to hire and train more people.
Even with the most detailed and best possible internal quality control procedures, training processes, supervision, and training methods, there is one inescapable reality. That is, the more a team grows, the more variability emerges in the mindset and actions of the team. The core management and people who have been with us the longest embody attention to detail and care for the customer. The newer people we hire must learn and demonstrate that they can also develop and embody the service we have been committed to providing our customers from the start.
We encourage our customers to help us develop a team that will serve you and others well by providing us feedback. Here is how.
Both in paper records and in our software, we have records of which team member handled each customer’s clothing at each step in the process, on specific dates and at specific times. When a customer takes that extra few minutes to tell us their experience was unsatisfactory, deviated from the quality they have previously experienced with us, or was better than they previously experienced with us, we can react faster to both address challenges with people who need support or further develop our stronger new talent.
Any communication from a customer who is less than perfectly satisfied (so long as by any of phone, email, or even detailed voicemail with our customer satisfaction team through our main phone number (415) 858-9274 or main email address [email protected]) leads to the creation of an internal message seen by all leaders (including managers and owners) in the business. This way, we can respond to the customer and adjust anything we can reasonably adjust that may have either gone wrong or not led to their complete satisfaction (and thereby also improve for future customers). Naturally, the first thing we look at when we see one of these messages is who on the team was involved.
Additionally, at the bottom of every emailed invoice, for all customers whose preferences are set to receive invoices by email, is a button to click if a customer is less than happy. That sends their name, phone number, and the comments they provide directly to our emails as the business owners (and also automatically places the comments they wrote where all other managers and leaders in the business look daily, with a subject that says the customer is unhappy). Once again, the first thing we look at when we see one of these messages is who on the team was involved.
Training and developing our team is our responsibility, and we have laid a strong foundation of detailed procedures for training new people. That said, your feedback helps us react faster and develop a better team as we grow.
We therefore encourage all our customers to feel free to give us feedback on their experience with our team members right away. This will help us serve you better in the future.
Very sincerely yours,
Marin Wash and Fold