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We're a new customer, about 6 weeks. Today, I was ""confronted"" at my door by Bob Austin, the co-owner with his wife Janet. Apparently, we don't put the dry cleaning out often enough to suit Bob.\r
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Now, it just so happens that today, I had been off / worked from home for a week, and then I was traveling and hadn't yet unpacked. so I only had a couple of items ready when he stopped. I didn't realize I had to run my life around Bob's pickup schedule!\r
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And, let's see....if you come by three times and pick up 5 shirts each time, or come by three times and get zero shirts twice and 15 shirts the third time, I THINK the revenue to your business is the same!!!\r
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Hey, Bob, we didn't ask you to come every week. You said you would, that you have other customers in the area. And, we didn't tell you how much to charge. If you need to charge more to justify pick up and delivery, then raise your prices and we will choose whether to continue your service or not.\r
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But, don't come to the front door of my home and tell me that I need to change my behavior. I'm the customer, Bob.\r
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Then, to make matters even worse, when I called his son and cancelled our service, this charm school dropout has the nerve to call my wife and demand his pick up bag back within 30 minutes!\r
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Bob, here's a suggestion: either let your wife and son handle the customers, or rehearse this script:\r
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""Hi, I'm Bob Austin [extend right hand]. I'm your new dry cleaner, and I really appreciate your business. How has everything been so far?""\r
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""I noticed that you don't tend to put clothes out every week. Is there a different delivery schedule that would work better for you? Would it be more convenient for you to call or e-mail me the day before you need a pickup?""
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