Friday, October 27, 2017
At Roscoe, we know who we have to thank for 96 years of success in the work uniform rental business. But sometimes just saying "thank you" isn't enough.
That's why, for more than 15 years, we've been setting aside a day every month or so to show our customer appreciation with more than just words. We find that it means more when you can deliver a thank you with four giant Damenzo's pizzas.
That was the feeling we got recently at a Customer Appreciation Day and pizza party we hosted for one of our clients whose employees have been wearing our uniforms ever since firing their national supplier about six years ago. The client, which manufacturers gears for many different industries, has a voluntary uniform policy, so we knew we were doing something right when the number of employees choosing to rent our uniforms doubled – and then tripled.text
Wednesday, August 23, 2017
As part of our multi-year modernization plan that started in 2009, we are replacing the RFID chips in all customer work uniforms and floor mats with ultra-high frequency (UHF) 900 MHz chips. These flexible and water-resistant chips will allow us to scan garments and mats more quickly allowing us to provide counts of merchandise picked up for cleaning on the same day it was picked up from customers.
With the new UHF chips, we will be able to scan a complete soiled garment sling—up to 1,000 garments—in less then 10 seconds at an accuracy of 99.9%. This process will replace scanning each item individually, by hand.text
Tuesday, August 15, 2017
"Nobody's perfect" is a phrase we like to say to defend ourselves when we make a mistake. Someone once noted that everyone likes to say "Nobody's perfect," yet no one seems to be bothered much by their imperfections.
At Roscoe, our imperfections bother us. We want to be the best we can be for our customers, and the best industrial laundry and work uniform rental service available to our customers. But this isn't just talk or wishful thinking; we turn that aspiration into action.
Our strategic planning process is extensive and detailed. We are now well underway in the Second Half Initiatives for 2017. Those initiatives were identified through the following:text
Friday, June 16, 2017
Since 1992, we've conducted an annual customer satisfaction survey to measure the overall satisfaction of our rental service for work uniforms, floor mats, mops, shop towels, linens, and more, and to understand where we stand on our critical success factors:
The results of our survey are incorporated directly into our strategic planning process. Goals are identified to resolve the most important gaps and to ensure continuous improvements across our business. Below are some highlights of our latest customer satisfaction survey.text
Friday, March 24, 2017
For Roscoe, it stands for a "Wildly Important Goal" – otherwise known as a significant change that we seek to implement in order to increase customer satisfaction and retention.text
Friday, December 23, 2016
Although independent surveys find us to be among the highest in customer satisfaction in the industry, we have breakdowns in communication or processes that result in an un-satisfactory result. So we have systems in place to review areas of dissatisfaction and modify procedures or conduct training to resolve issues and improve service.
Just what are those systems? We're glad you asked!text
Monday, October 10, 2016
Created by the Institute of Industrial Launderers (IIL), renamed the Uniform Textile Services Association (UTSA) and then ultimately merged with Textile Rental Services Association (TRSA), the Executive Management Institute (EMI) has become the most heralded professional management development program in the industry's history for managers in all areas of textile care operations. EMI develops the management and leadership skills of students by providing them with a comprehensive understanding of successful management principles and practices relevant to textile care operations. This understanding improves both individual and business management performance.
Since its inception 51 years ago, The Roscoe Company has sent over 30 team members and emerging leaders to EMI as an investment in their future, and the company overall. This year, we sent two employees. We asked them to describe their experience in their own words.text
Thursday, September 15, 2016
Continuous improvement is also critical to our success. One of the ways that help us improve our service year after year is to survey our customers and to incorporate their feedback into our business plan for the upcoming year and beyond.text
Tuesday, February 09, 2016
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.
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.text