Now that’s great customer service

The clothes we wear may not always be perfect.

David brought in a pair of pants for dry cleaning and pressing. After he picked his garments up he saw little white lycra pieces of fuzz on the inner thighs of his pants. He brought them back to Parkers Cleaners to see if we could fix the problem. The problem was not fixable as it was a manufacturer defect caused in part by the material and the wear and tear. David didn’t believe it as we had dry cleaned these same pants many times. While we explained the problem he was not convinced.

We sent David’s pants to the Drycleaning & Laundry Institute (Formerly IFI), so they could analyze the pants and provide a computerized report of their analysis of the damage and who was responsible, the cleaners (us) or the pant manufacturer.

The results came back – it was a manufacturer’s defect.

I called up David to advise him. Our call started out with him rather upset, and irate. He would now have to make a trip to our store @291 York Mills Road
(York Mills Shopping Center west side behind Metro) to pickup his pants and the report, and make another trip to the store where he bought his pants. He was “too busy” to do all of this. And it was still “our fault”. He was not using Parkers again.

As we offer free pickup and delivery in the Toronto area, I had his pants and the analysis report delivered to his house and emailed a copy of the report to the store where David had purchased the pants. (They had his measurements on hand, so it was easy for them to get him a new pair).

By the end of the conversation David thanked me for my efforts, switched to our free pickup and delivery service and asked for my number and a date!

Did you know that if you Sign up online for Parkers Cleaners free pickup and delivery service, you will receive an instant $20 free cleaning coupon to be redeemed on your first pickup order.

http://live-parkersmktg.pantheonsite.io/services/pickup-delivery.html