Roscoe celebrates a significant milestone in 2016 that very few companies have accomplished: our 95th year in business, and we do so while continually improving the value our customers receive with courteous customer service and innovative products and programs. Below are four examples of our continuous improvement initiatives for this year.
A Measure of Continuous Improvement
Family owned and operated for three generations, the Chicago uniform company uses customer feedback gathered by Market Measurement, an independent customer satisfaction research firm, to initiate our annual strategic planning process. A randomly selected sample of respondents provides feedback on everything from the cleanliness and condition of our products, to the quality of the finish, and the problem solving skills of our team members.
While our satisfaction levels continue to increase year after year, our customers see the value in providing feedback that guides our team in developing detailed action plans that drive continuous improvement.
Personal Service & Your District Service Manager
Understanding our customer's needs is paramount to delivering world class customer service and forging business relationships with our customer's decision makers, influencers and users has served Roscoe well. By launching a concerted effort to increase peer relationships between customers and Roscoe team members, while at the same time increasing our communication with users, we feel our customer's needs will be seamlessly addressed.
Whether it's a formal account review, an informal check-in while auditing a route or providing donuts or burgers at a Customer Appreciation visit – you will see an increase in face-to-face interaction from Wesley Rowe, Service Team Leader and his dedicated team of District Service Managers.
New Heights of Quality
Each year, Miriam Avila and Samantha Lesniak, Production and Stockroom Team Leaders respectively, endeavor to raise the bar a little higher with the completeness and timeliness of orders filled or the quality of uniforms, floor mats, towels, mops, and wipers.
This year is no exception with action plans focused of filling new orders within a week and delivering 100% of orders to the exacting standards of our customers. Advanced garment finishing capabilities were added in 2015, along with a new line of image enhancing corporate apparel that is applicable to the showroom floor or the boardroom. Addressing our customer's corporate apparel needs through rental or direct sale avenues simplifies our customer's sourcing challenges and provides ongoing service through repairs and replacements as needed. Providing the most comprehensive and comfortable line of safety apparel in visibility and flame resistant products evolves as well.
Simple Invoicing & Unit Rate Billing
Finally, offering invoicing that does not require a PhD to understand has been a hallmark of Roscoe and additional enhancements will be introduced in 2016 through "Unit Rate Billing." On behalf of the Buik family and our dedicated team, we appreciate the trust you place in us with every delivery and service interaction.
We take pride in our history and those who paved the way before us to make Roscoe the premiere choice for Chicago uniform rental and mat services. Please free to email me directly or call me at (773) 354-2450 with any questions, comments or concerns. Thanks for choosing Roscoe…with pride, Jim Buik.