Over the years, the work uniform rental has seen national suppliers buy many of the independent suppliers. Recently there have been acquisitions of a larger scale to include G&K Services, a large national supplier, and Arrow Uniform, a former regional supplier. As a result of these acquisitions, many customers affected are unhappy with their new level of communication and quality of service.
Fortunately, there are still family-owned, independent suppliers out there like Roscoe. The only way we can compete with the nationals is to provide a higher level of customer service vs. a cookie cutter approach, and a big part of how we do that is by applying the following best practices for communication and quality.
Communication Best Practices
Service is our product and our high levels of customer satisfaction is largely the result of the following communication best practices:
- Customization: starting with our first conversation with you, we conduct a thorough needs assessment to understand your goals for building brand awareness, increasing overall professionalism, improving team spirit, protecting employees in high risk areas, resolving problems from past providers, budgeting, etc.
- No Invoice Surprises & Hidden Costs: emblem, preparation, washing, repairs, and replacements can be included in one flat, per employee fee so you’ll always know what to expect on your invoice.
- Fixing Problems: because we’re human, mistakes will happen and problems will occur with any work uniform rental provider; due to our ISO certified processes, we have systems in place to reduce the occurrence of mistakes, but when a customer does need to call us, we’re committed to either resolve or let them know what we’re doing to resolve a problem within one hour.
- Recurring Problem Prevention: we are also committed to preventing problems from happening again – we have an accountability and continuous improvement process that includes root cause analysis and implementation of action plans to identify what happened, why it happened, how we respond to the customer, and corrective actions to reduce the likelihood of it happening again.
- Adding Value: our customers can count on us to proactively come up with ideas on how to save money, increase employee and customer satisfaction and be environmentally conscious relating to microfiber dust and wet mops, optimal floor mat placement, restroom supplies that never run out, re-usable shop towels, and a wide variety of uniforms and executive garments
- Continuity of Service: the average tenure of our route service reps (driver) is 16 years whereas our national counterparts is only 18 months.
Quality Best Practices
In addition to being certified for ISO 9001, HACCP and TRSA Clean Green, as well as having won numerous awards, we ensure that you always get back clean uniforms. When washing laundry at home, most people separate garments by color and some garments require a delicate wash. We also separate all garments by type and color. Additionally, we use optimal wash chemistry, technology and processes to clean them and assure the best finish.
We also have a single plant to process all garments – all washing, repairs, replacements and deliveries come from the one location. We never send garments out of state and we have tight quality controls over everything we do.
Are You Having Problems?
Have you ever been shorted or gotten the wrong garments back? If so, how does your work uniform provider fix the problem or do they keep happening? Many work uniform providers do not have the processes and technology in place to ensure problems don’t happen again – their customers often only receive empty promises that thing will get better… is that good enough?
Do you have the same route service rep (driver), or do they change on a frequent basis, causing service issues and requiring you to retrain them each time?
If you’re having some of these problems, how much of your time is wasted? If you want something better, talk to us.