Scheduling Conflicts: Accommodate Clients WITHOUT Going Insane
January 20, 2015
This Laundry Care ProTip comes from Columbus, OH Provider, Amy Rehs-Dupin
Amy, with so many different types of clients- college students, businesses, crazy cat ladies...How do you get everyone on the same pickup and drop off schedule?
AMY: When I get a new client, the FIRST thing I do is call them. I introduce myself, go thru the follow the “Scheduling 1-2-3” guide. I’m always sure to tell them what day or days I’m already in their area based on my established route. Nine times out of 10, that time works for them as well.
What if that doesn't work?
AMY: If that doesn't work, I’ll ask them what the best time of day they are usually available. If it's a time I can work into my schedule, I'll do what I can to make it happen. I try my best to give them the scheduling option based on my availability. Most of the time they are ok with leaving items out or giving a garage code, etc.
So, you try to fit client’s into your current route if possible?
AMY: Exactly, I tell them when I plan to be in their area or part of town...if that doesn't work with their schedule, I’ll ask if there is an alternate location that might work and go from there. Perhaps there is even another day of the week that could work just as well for them as the original "preferred" day. I look at it like a puzzle. The goal is to make it as convenient as possible for the client WHILE keeping my daily routes efficient as possible.
What happens when you can't find a time that works for both of you?
AMY: Although rare, it does happen. I try to set up an alternative pickup/ drop off location such as their work or school. Usually that solves it.
But what if that STILL doesn't resolve it?
AMY: If we still can't find a place, day and time that works for both of us, I’ll make an exception for a new client and offer to pickup on a day...or at a time that’s less ideal for me but works for them.
So this is something you’re more willing to offer to new clients?
AMY: I do try to be as flexible as my schedule and existing route allow with all of my clients. At the same time, I know new clients are trying my service out and are still deciding if Laundry Care is the BEST option for them. I want to make it obvious that I am the right choice by going above what is expected so I offer some extra flexibility especially for the first pickup.
Has offering the added flexibility been worthwhile?
AMY: Definitely! Once new clients experience the service, they, in turn often become more flexible with their scheduling. They also are more comfortable just leaving their laundry bag out on the porch or with the front desk or whatever after they've met me and know I'm trustworthy and legit. So, I'm willing to go out of my way to introduce a new client to all that Laundry Care has to offer and to show them how great my service is! It's worth it to secure a new, regular client.