Roscoe Blog

Roscoe is Committed to Customer Satisfaction through Responsiveness

Jim Buik - Thursday, March 13, 2014

As a uniform rental company that is dedicated to customer satisfaction, we are excited to introduce the next topic in our series discussing common industry issues: responsiveness. Responsiveness is part of Roscoe’s PRIDE mission statement:

  • Proactive Account Management
  • Responsiveness to Customer Needs
  • Impeccable Cleanliness & Condition
  • Deliveries in Total & On Time
  • Efficient & Accurate Billing

How do we ensure that your program needs are consistently met? First, the uniform company assigns a team of 3 individuals to each customer. A Route Service Representative, a Customer Service Representative and a District Service Manager. This dedicated team not only has experience in the rental textile industry but also longevity at Roscoe. Our management team averages 20+ years while our Route Service Representatives average 10+ years.

As a customer of the Chicago uniform company you will be provided with their direct numbers and instead of a national call center you will be connected to them or prompted to leave a voicemail – either way you will receive a call back from an informed team member. Our one-hour service response policy guarantees someone from your assigned team will call you back to let you know how we are addressing the purpose of your call. The benefits of being local: personalized service.

Roscoe has a cascading phone system in place to guarantee prompt response. If a voicemail is left for a Route Rep or District Service Manager, who are usually in the field, a copy of the message is forwarded to your inside Customer Service Rep who will take action immediately. Furthermore, if a message remains unanswered for more than a half hour, it will cascade upward to service leadership. The takeaway is that someone from your assigned team will respond to your call as swiftly as possible as these individuals are always in contact.

You will also have a chance to meet your team through our Customer Appreciation Days and the District Service Manager Visitation Program where they come on site and discuss your wearer’s needs and any other feedback you may have for the uniform rental company.

Some other great processes Roscoe has in place for great service include:

  • Yellow-bag program – wearer identifies garment in need of attention, places it in the bag, our team repairs it and returns it the following week. Read more about our repair process here.
  • Deliveries are consistent and on time, which means same day every week with an email or letter notification if there is a change in scheduling ahead of time.
  • One-week turnaround for new hires/orders, size changes, repairs and garment replacements for garments in standard sizes.
  • Pocket stuffers sent out quarterly for educational purposes on how the program works. This includes a pre-paid postage “Hey Jim Buik!” card mailed directly to the President of the Chicago uniform company allowing the wearer to give additional feedback. We are family-owned after all.
  • Our Production Team even gets involved when an account is placed on a four week inspection program or for any production related issue. Roscoe’s Production Team Leader will give you a call at the beginning of the inspection period and check back periodically to report on any changes.

If you have any questions or feedback you can even get on our website and send us a comment using our “Comment Form” or fill out a “Contact Form.” Also, leave a review on Yelp or give us a shout-out on Facebook. The uniform rental company wants to hear from you!

Contact us to learn more about Roscoe: The Chicago Work Uniform Company


Recent Posts


Tags

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

Archive