Taken To The Cleaners …
Have you ever taken your clothes to the dry cleaners …
Only to find that and they come back in worse condition than when you dropped them off?
I started taking my dry cleaning to Delia’s Cleaners here in Phoenix, as the one I was using was getting pretty pricey.
The article in question was (yes, wuzzzzzz) one of my favorite Tommy Bahama shirts.
Since it was a short sleeve shirt, it had been sitting in my closet for awhile. I wanted to wear it the other day but when I was removing the plastic and paper from the dry cleaner I found a number of giant white marks where the heat had damaged the silk.
I brought it back to the store and explained that this is the second time I’ve had to return shirts. 2 months ago they shrunk 2 long sleeve Tommy Bahama shirts.
A few days later I received a letter explaining that my shirt had been “restored to it’s original condition” along with with a $5 dollar gift card… very nice!
I go to pick up my shirt and find that it still has melt marks. I explained that it was unacceptable and they needed to replace it or make it right.
A few days later I get a phone call from Anthony, “Sir I apologize and I think your going to like what we did,” “Really, are the marks gone?” “No, but there hard to see!”
“If it’s not right, why don’t you replace the shirt?” “Well you brought it in last October.” “Oh, so that means you can burn it?” (I didn’t know their was a statute of limitations on bad service) “Well sir, we’re not sure what you may have done with it in the meantime.”
He goes onto explain that they never get complaints from “other” customers who bring in their Tommy Bahama shirts.” “That’s interesting, you had to restore 2 others that you recently shrunk!”
I went to pick up my “restored to its original condition” shirt… the burn marks are still there.
3 Lessons if You’re a Service Provider:
- If you provide a service to your customers stand behind your product…not behind a policy that causes you to lose a customer.
- Customers who are having a problem with your service don’t want to hear about your other customers who aren’t…they simply want their issue resolved.
- Make sure you understand the math of the issue: Don’t try to resolve a $128.00 problem with a $5.00 solution.
- You always get what you pay for!
- Stick with what works…I tried saving a few bucks by switching dry cleaners and it ended up costing me a lot more money than I saved.
- When you get great service…tell everyone…when you get lousy service…do the same thing!
By the way…if anyone is interested in purchasing a men’s, slightly used, partially melted, black, silk Tommy Bahama shirt…I know a guy!