Customer with damaged laundry

[brucehwalker]

How does everyone handle customers who dry their clothes with a crayon in the dryer and then expect you to compensate them for an entire load of ruined laundry?

Are we responsbile for checking each piece of equipment after each use? I can't. Chances are the crayon/ball point pen,marker, came from the customer whose clothes it ruined.

I have been giving in store credits for damaged laundry. What does everyone else do? I hate putting up signs saying "I'm not responsible, No running, spitting, yelling, fighting, sitting on washers etc" Customers don't read the signs and will ask to be compensated anyway.

Sorry for the rant. On the bright side of things we had our best month ever. /ubbthreads/images/graemlins/laugh.gif

[Duane]

Bruce,

You need those signs to protect you. Even though customers don't read them, it helps eliminate, or at least reduce, your liability.

Is it a good customer that you would like to keep? Or a problem customer that you wouldn't miss?

I would probably give a store credit for future visits, never cash.

[RWSmith]

I always offer to try and clean the clothes for the customer.
Have the attendent use 'Tar Go' on the crayon spots. If they are good clothes and the tar go does not work we will send it to the dry cleaner.
I tell the customers it is physically impossible to check every machine after each use. I also tell them that if the equipment malfunctions I would be glad to pay for the clothes. But, the problem was caused by the previous customer.
This approach has worked for me 90% of the time.
Good-Luck

[Danlaundry]

Never heard of tar go. Where do you get this?

[brucehwalker]

Good news. I planned on having to pay $48 for all the damaged clothes. I called the customer and told him that the entire load was ruined beyond repair. I asked him what he wanted to do and he said he'd come by and pick up the load later today. I told him I'd dry all his clothes next time he was in and I wouldn't even use crayons. /ubbthreads/images/graemlins/smile.gif He seemed happy with that.

I was shocked he didn't get the least bit huffy. I guess the next one will make up for it.

[millenniumplus]

No doubt about it this is a tough issue. We used to have signs posted throughout our stores but we still
ran into problems with stuff getting on customers stuff. We'd point out the posted signs but with the other
posted signs, I could relate somewhat why they didn't see let alone read the warning signs. Anyhow, one day
after a customer's white business shirts were tarred pretty darn good, asked him what could I do to "reduce"
this problem from occuring again and he said ," a sign on each dryer saying look inside before you use it
would be helpful!!!". That night went home and couldn't sleep very much. The following morning I came up with
a short version of his request and created using simple pc fonts a small colorful yet standout sign
(in spanish too) that was taped to every dryer window that reads, "INSPECT BEFORE USE".
Since then the complaints are down tremendously. Customers end up coming to us proudly to let
us know there is something yucky in the dryer(s). Now keep in mind as part of our
checklist we do clean/inspect our dryers every morning before we open up (customers are aware of this).
We also inspect our machines when it's slow (which customers also see). Customers respect that you are
at least "trying". What we do offer if all else fails is to try to get the tar or gum out of whatever gets on
their stuff. We find that Goo-gone is good for getting gook out of the dryers as well as the customers clothes.
We rarely give a store credit. For our stores this used to be a major problem now it is a very minor issue.
Good luck!

[RWSmith]

TarGo is manufactured by A.L. Wilson Chemical Co. 800.526.1188. They should be able recommend a distributor in your area.
We use Phenix Supply they are located in the southeastern part of the country. Their phone number is 800.282.2924

Good-luck

[SecretarytoBraveDave]

Motesenbach was also a good product when Targo won't work. Ask your dry cleaner for products they may have on hand, to assist you as well. Greased lightning would take out some tpes of crayon and lipstick, but you have to watch the fabric.