Customer Accomodations

[Drew]

As this section is intended for advice and helpful hints, I have one of my own. It should be remembered that just because coin laundry is a self-serve business, there is still a certain degree of customer service that is expected. As a consumer, I recently made a trip to Beach Laundry in Osage Beach, MO. This is the same laundromat I have always used until now. Unfortunately, several of my items were ruined by a machine that had some sort of bleach residue left in it. Upon exiting, I made this fact known to the owner who essentially called me a liar. Keep in mind that I wasn't asking for any kind of restitution. I was simply informing him for future reference to avoid this situation in the future. I would have been satisfied with a simple apology or even a "we'll look into that matter, thank you." It's a shame because I had actually done positive word of mouth for this business in the past, but now I feel compelled to do just the opposite on a grander scale. Luckily, I saw their CLA window stickers on my way out, so I could at least do something productive with my disappointment. If you own a coin laundry service, please focus on SERVICE. Your customers will show their appreciation. /ubbthreads/images/graemlins/wink.gif

[SecretarytoBraveDave]

Drew,

Unfortunatley this issue has a place in most businesses today. Many companies lack in the service department. The old saying is true, that when a business fails in this department an angry customer will tell many. Its unfortunate the owner did not satisfy your complaint according to your take on the issue (there is always two sides to the story) if this is the issue, he could have handled it better with better customer service skills. Unfortunatlely the problem you suffered is fairly common and one that is difficult to resolve. It is neither your fault nor the owners. More than likely a customer added bleach, after the drain time, thus leaving some bleach in the compartment, or possibly the previous customer of that washer added bleach to the fabric softner? It is rarely the owners fault with an issue like this, but he should have been more helpful and sympathitic to your problem.

[Drew]

Secretary,

I greatly appreciate your response to my original post. Believe me, as a retailer, I fully understand the "two sides to every issue" aspect of customer relations. However, you hit the proverbial nail right on the head. It is my belief that the prior users of the machine used bleach in an improper manner, most likely after the rinse cycle. I feel that this issue would be resolved, or may possibly have been avoided, if the owner would stay on the premises or at least have an attendant on duty during operational hours. Logic alone leads me to believe that leaving any business unnattended is a bad idea, but to simply walk in the door, address a customer complaint rashly, and close up shop assuming that there are no possible ramifications is beyond belief. Again, I thank you for your response and interest in my post, and I wish you all the best. You seem to have a good head on your shoulders and I hope that anyone who has read this post will benefit from it.

[petefritz]

I have had that happen once before, it seemed a lady put the bleach in the washer next to the one she was really using. I sympathized with the customer, and even offered to pay a portion of thier loss, it was not my fault, and, even as you may think, it would not have been avoided with an attendent, unless you have a smart, hawkeye attendent. It is unfortunate he could not be more understanding, he probably has never had it happen and thought it impossible. I have reacted that way to before, but realize the impossible does happen!
Not every mat can afford an attendent. I have one that would cost me over $16,000 a year to OWN and OPERATE if I put a live body in there for even 1/2 of the time it is open.

POSTED:
>I feel that this issue would be resolved, or may possibly have been avoided, if the owner would stay on the premises or at least have an attendant on duty during operational hours. Logic alone leads me to believe that leaving any business unnattended is a bad idea