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Small Business ? Commercial Laundry
It was 10.30 on the Tuesday morning, after a Bank Holiday
when the phone rang in the office. It was the general manager from one of the
largest hotels in York, the biggest client of this commercial laundry.
It could only be bad news so soon after a bank holiday, her insistence that she talked to one of the owners, only seemed to confirm this view. You see six and four weeks previously she?d had the owners visit her, at her hotel, so that she could share her disappointment in their levels of service. That?s why they?d turned to us.
With only 8 people in the operation could we help them
improve their service levels and reduce their operating costs?
That was the
simple question!
They?d won some major contracts but now were struggling to keep them on board and she wasn?t the only one complaining.
We introduced a few, simple, key changes in processing and one simple but highly effective change to the distribution system. A change based on what the customers valued ? enough clean laundry on hand to keep the restaurant supplied, the bed sheets and towels clean whatever time of day or week.
The reason for her call? To pass on her thanks to the team, in
the last two weeks and particularly over the bank holiday the service was the
best she had ever had from any business and she would be recommending
them to others.
The irony of this call? the laundry staff had finished early the previous Friday and worked the fewest hours over this weekend than any other despite it being a three day Bank Holiday weekend.
We?d improved processing volumes by 60% and customer service
issues disappeared by the introduction of one single change to the distribution
of laundry, all within 2 weeks and the results were seen and VALUED by customers and the
bottom line of the business!
?2009 ResQ Management Resources Ltd. Reg No. 558 1973 Reg Office: 25 East Parade, York, YO31 7YB.