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Sudsies Goes The Extra Mile and Extends Employee Training(August 31, 2011)
Miami Beach, Fl (PRWEB) August 31, 2011
Its a tough consumer crowd out there. A recent report by Harris Interactive found that 86% of consumers quit doing business with a company because of a bad experience, up from 59% just four years ago. And in todays society, word travels fast. A unhappy consumer will tell between 9 and 15 people about their experience, with 13% of these dissatisfied parties telling more than 20 people, according to the White House Office of Consumer Affairs.
The key word in these two telling statistics is experience. Many businesses are finding that its no longer enough to provide a good product, or even good service. Jason Loeb, Founder and President of Sudsies Dry Cleaners & Laundry and Rugsies Carpet and Drapery, is among the local examples of the success attributed to complete customer focus.
There are a ton of factors to consider when creating the customer experience, says Loeb. Customers arent going to want to do business with us if were jerks, nor are they going to choose us if were nice, but cant deliver a clean product. Furthermore, our customers are time-sensitive, so we need to make our services convenient.
Taking on the client mindset, Loeb inserts an array of nuances and refinements to his businesses. He first established Sudsies as a quality dry cleaner in 1996 with several retail locations across the Miami area; however, really began to see growth five years later when he added complimentary pick-up and delivery service. He found an overwhelming positive customer response and a 30% immediate increase in retention and usage. The dry cleaner picks up and delivers from any home, office, even yacht within Miami-Dade and Broward counties and recently expanded into select cities in Palm Beach county. Adding further convenience is web-based service, whereby customers can schedule individual or reoccurring pickup/deliver times and the dry cleaner is currently working on an iPhone app as an additional service option.
Sister company Rugsies provide home cleaning services. Still honing in on the convenience factor, Rugsies services require no furniture rearrangements, take-down of window treatments, and instant drying times for all newly cleaned carpets and fabrics.
To Loeb, the experience depends upon the small details as well. Both companies have gone green, not only appealing to his eco-conscious clientele, but simultaneously providing them peace-of-mind with products and processes that are kid- and pet-friendly.
Loeb stresses that employee engagement is the main driver to customer engagement and relies on them to deliver the quality product and service associated with the two brands.
You cant just hand out an employee handbook and expect to have a strong company culture, Loeb says. Its about being a team and looking out for their best interests, so that they are equipped, empowered and motivated to best serve our clients.
This includes in-depth training, up to 90 days before hitting the floor, as well as ongoing continued education and designations covering everything from specialty care of Hunter Douglas window treatments to developing management skills. At the core of this culture is a S.M.I.L.E. philosophy promoting openness and positivity.
However, above all, Loeb stresses consistency with all parties within the company network.
You have to have a solid relationship with your employees, suppliers and community, he elaborates. Exceeding their expectations enables you to exceed your customers expectations.
Read the full story at http://www.prweb.com/releases/2011/8/prweb8759674.htm.
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