The Importance of Speed in Business

Customers that use uniform rental services can face many different obstacles: clothes can show up torn, ripped, or even not show up at all. The absolute worst part of facing these issues is trying to get them fixed. It seems impossible to get ahold of anyone. They try calling their Route Representative. They then try calling General Managers, District Managers, and everyone in between. After that, they have finally reached their last resort: calling corporate.

The process of calling corporate can be long and exhausting. You may never get the answers you need, let alone a response! I’ve heard so many concerns from potential clients about their current providers.  The stories I hear make me proud to work at CITYbecause CITYis different. I love showing clients how easy it is to talk to whomever they need. There have been multiple times in meeting that I’ve demonstrated to prospects our responsiveness. My favorite trick is to call our 1-800 number and introduced them to Brandie McCracken, CITY’s office assistant, over the phone.

Whenever I show prospects how easy it is to get a real person on the phone, they are always amazed. When I say we are responsive, I mean it. Our clients talk to an actual person who is problem-solving in real time to provide solutions. Also, if a customer ever calls outside business hours, then we follow up within 24 hours no matter what. This is a policy that our President, Colin Wetlaufer, implemented and still passionately stands behind today.

The customer service our people provide is what sets CITY apart. We want to be the most responsive. By being responsive, we set ourselves apart from everyone else. I KNOW that we can get back to someone in 24 hours. Not many people in our industry can say that.

The reason I think we provide this level of customer service at CITY is because we believe in making every person feel valued. It doesn’t matter if a client has 200 employees or 10. I never want any of my clients ever to feel like they are lost in the shuffle. It’s not all about the big guy. At the end of the day, we are here to help every client with laundering services because that’s our job, not theirs.

I want every single one of my customers to feel valued because my main goal is not just to get a sale or boost my averages. I genuinely enjoy meeting people and building a relationship. I want every one of my clients to feel valued by CITY because I value them. My clients aren’t just another budget number they are actual people. I think people can forget that.

There is a fantastic thing that happens when you focus on building relationships instead of signing a deal. You get to know people. You get to see a glimpse of the struggles and the successes their company has gone through or currently is going through. This information allows me to really know a potential client’s needs and provide them with better service by actually listening and recognizing their pain and struggle.

Our responsiveness and our willingness to help our clients is what makes different. We will never be perfect. We know we will make mistakes, but we will always strive to be the most responsive. When a concern arises, we don’t hope it will solve itself. We respond as fast as we can and have a solution within 24 hours. We are genuine people who are here to help.