You’ve just received a new client notification from Home Office…NOW WHAT? Once you’ve "accepted" the client and reviewed their account details, it’s time to contact them via phone. This call to schedule a new client is a perfect opportunity to make a great first impression—both of yourself and Laundry Care. Make sure you cover the following 4 key points. Setting up expectations now can help avoid problems later!
Clients select a preferred date on the sign-up form. When you call to schedule, see how flexible that day/time is and try to fit them into your existing route as close to the schedule they desire. It's up to you to work with them to determine what day/time will be good for BOTH your schedules.
Review with clients how their laundry should be prepared for pick up. Since new clients do not have a Laundry Care bag to use, instruct them to place their items in 13-gallon kitchen trash bags. Next, you will want to discuss how the laundry will be given to you and where you should place their clean laundry on delivery. Some clients will ask you to pick up/deliver to their porch while others want to be present to hand you/receive their laundry. Ask each client what their preference is to avoid confusion later.
The Standard Process
It's most helpful to be specific and detailed about your process. Consider talking them through EXACTLY how their clothes will be handled from start to finish. For example:
Lights/Darks are separated
Lights washed on NORMAL setting in HOT water/ darks in COLD water
Items will be dried IN A DRYER on the medium setting
This is a good time to ask if they'd like ANY items handled differently from the standard process you've just described to them. Which gets into the next item on the list to discuss, Preferences.
How do they prefer their clothes to be laundered, folded and hung? Do they have a skin sensitivity that requires hypoallergenic products to be used? Do they want their jeans on hangers? Should their socks be balled or folded? It's a good idea to roll out the red carpet and make them feel special by asking how they want their clothes processed!
It's also a good idea to keep a record of your clients preferences for future reference. Let them know they need to separate specific items that require any sort of special processing or dry cleaning.