Roscoe Blog

Roscoe Communication "Top 10" List

Mark Stedman - Monday, February 29, 2016

Guest Blog by Jeff DeLazzer


Roscoe Work Uniform Rental Communication

If you were to look up the word communication in the Webster dictionary this is what you would find:


1. The imparting or exchanging of information or news. "Direct communication between the two individuals will produce greater understanding." Synonyms: transmission, disclosure, broadcasting

2. Means of connection between people or places, in particular.

These two definitions are interesting and true: "communicating to produce greater understanding." The main goal is to convey and educate to achieve understanding and produce greater results. More than anything though, communication is about establishing a connection. Connections with our families, friends and co-workers. Sometimes these connections are simple while others... not so much. Actually most are complicated but "achieving better understanding" is a complicated task when dealing with life's adventures.

Our Customer Communication "Top 10"

Last but certainly not least is communication with customers. Roscoe takes PRIDE in our communication process in serving and satisfying the needs of our customers, from our one-hour response time when a call comes in to every single delivery being made by our route service representatives.

Some of the key components in our success in achieving greater communication include the following "top 10":

  1. Yellow Bag Program: when a garment needs to be repaired or replaced, this program allows the wearer to communicate directly to Roscoe utilizing a yellow bag that is stationed on the soil locker – it's a great system especially if the wearer cannot catch the route rep on the day of delivery
  2. Customer Appreciation Days: what better way to communicate with wearers than to bring some pizza and soda and to review any issues and concerns directly with the wearer – wearers will also fill out a short survey that lets Roscoe know how we're doing
  3. Quick Start Guide: all new wearers receive a Quick Start Guide that explains how our service works and reviews several of our programs – also included is a statement from our president regarding our PRIDE mission statement
  4. Account Audits: district service managers conduct an audit with work uniform rental accounts that cover all of Roscoe's procedures and policies to include inventory usage, invoicing, product line, and communications
  5. Report Cards: yes, we have report cards at Roscoe (just like back in the school days) that we review with customers that cover activity at the account to include cancelled and new wearers, repairs made and replacements among other things
  6. Goldmine & Closing the Loop: all customer calls get documented in our Goldmine communications system, which allows Roscoe to keep track of a customer issue from inception until it gets closed – we respond back to the customer to ensure their needs have been met and they are satisfied with the end result
  7. Pocket Stuffers: a quarterly brochure that we send to each wearer covering topics that include our yellow repair bag program, completeness, cleanliness, and "Hey, Jim Buik" cards (a survey that can be mailed directly to our president)
  8. Owner Access: not only do we have the aforementioned cards but our president, Jim Buik,  also accompanies service and sales personnel in trouble shooting customer issues and contacting prospects interested in utilizing Roscoe services – Jim is also readily available via phone and e-mail
  9. Customer Friendly Website: a great tool where our customers can get product information, look up Roscoe services, review resources (invoicing for instance), read about industry news, and of course contact information

A Dedicated Team

Every one of our accounts has a dedicated team that includes a route service representative, customer service representative and a district service manager. This ensures that our customers are dealing with the same individuals and not getting "transferred" back and forth between people.

Roscoe takes PRIDE in our efforts to communicate and connect with our customers to achieve greater understanding and produce superior satisfaction and results.

Contact us to learn about our work uniform rentals, custom mat service and facilities management service

Recent Posts


continuous improvement chicago tribune flame resistant family picnic restroom cleaning supplies ISO 9001:2015 food safety modernization act (FSMA) microfiber FreshSeat A21 WalkForFreedom Independent Textile Rental Association (ITRA) sludge filter national fire protection association (NFPA) barcode anti-fatigue mats coat angels Angel Tree garden city business center floor mat rental blackhawks toilet seat cleaners restroom mats wet mops logo mats illinois patriot education fund (IPEF) executive management institute (EMI) laundry services automatic foam soap toilet seat sanitizer super bristle mats microbial contamination leasing keynelink image apparel shortages corporate apparel Earth Day restroom hygiene products invoicing work uniforms fleece clean green certified automatic paper towel dispensers scraper mats cleaning process community service flu prevention image mats SHARP certification facility tour arrow uniform laundryESP Innovation award wipers food processing OSHA restroom supplies teamwork testimonials g&k cintas soil scanning work uniform rental wastewater treatment executive uniform garments textile rental services association (TRSA) branded merchandise hand sanitizer soaker mats ISO 9001:2008 net promoter score case study customer communication activewear clean show Sustainability custom floor mats sorting system history succession planning RFID UHF chips shop towels pathogen elimination roll towels 20-year-club shop towel rule kannegiesser governor's sustainability award blood drive success story dust mops automatic hand sanitizers local and independent manufacturing unifirst linen laundry bags lawndale business renaissance association (LBRA) ANSI high visibility facilities management services nonylphenol ethoxylate (NPE) customer satisfaction survey feeding america hygienically clean logo apparel hazard analysis and critical control points (HACCP) outerwear air sanitizer family business National Safety Month anti-static uniforms 95th anniversary midwest textile services association (MTSA)