Currently, I am working with my parents in the service industry and providing dry cleaning for others. I strive to deliver the best customer service I can, but in this industry, it always feels somewhat limited. Dry cleaning is not the prettiest of industries and often when others hear that I’m working at a dry cleaner, I receive that look. It’s not always intentional and many probably do it on a subconscious level; however, it’s that you are beneath me type of reaction/look.
But I digress. I have always been a people-pleaser. I enjoy making sure with whomever I speak with or help, receives the best possible customer experience and service that I can. I hope it doesn’t brush off as arrogance, but I believe it is one of my best qualities. It’s in my nature and invariably in my blood to ensure a good experience. I want to mollify those with issues. But it’s not always easy and not always possible.
There are still limitations to the industry; whether they come from the lack of development in the tools that we currently are armed with or with the lack of skill that we have, even after years of experience, we are not able to remove every blemish or stain that we come across. Some customers will soil their clothes by wearing it numerous times, allowing soils, foods, greases, etc. aggregate and set into the clothes. And they do this knowingly, most likely as an effort to save money or even out of sheer laziness. But when they come in, they expect brand new clothes. Sorry. We can’t deliver you brand new clothes.
So how is it possible to service these customers and deliver a genuinely good experience for them when they have impossible expectations? We offer to re-do and re-clean clothes. Sure, we are human so we do make mistakes. But when something doesn’t come out because you, the customer, did not properly handle your clothes and treat them with respect, we should not be to blame.
This reflection came out a bit more rant-like than I had hoped for. My intention was to write and verbalize it so I could brainstorm methods to handle these types of customers and situations better. In any case, I can see why this industry gets a bad wrap. And I want to be able to revolutionize it. I want to make everyone happy.