The word “quality” is overused, by most measures. Almost every business employs it in marketing material, claiming they alone provide the highest-quality products and customer service to match. For a select few companies, this is more than a promise or a goal. These firms use their long experience to deliver outstanding service to every valued client, and refuse to compromise on quality. For these industry leaders, it’s essential to provide each client with an unequalled experience.
Doing so means their clients can, in turn, provide a similar experience to each customer. As you can well imagine, the level of service does not vary from start to finish. Naturally, it’s not an easy way to conduct business, but it is the only method that ensures success over a long period of time. In fact, it’s the preferred mode of operation when a company wants to remain in business by relying on repeat customers and referrals.
Essential in This Industry
Suppose, for the moment, you are in the hospitality industry. You might focus on food and beverage service in a restaurant or café. You may be the owner or manager of a hotel company which concentrates on serving discerning clientele. In the catering area, it’s essential to have a consistent supply of spotless table linens, cloth napkins, waiter’s jackets, and chef’s attire.
Hoteliers rely on a source of soft bed linens, towels, and robes, all of which must be equally spotless and soft to the touch. In addition, each operation within this broad category must deliver outstanding customer service or risk losing clients to another operation that won’t fall short in the service area. To provide the linens and service that customers expect, business owners must be able to rely on the experience and dedication of their laundry company.
You read a bit earlier about the need for the customer experience to remain at the same, uncompromising level from the source of linens and other items, to the restaurant, hotel, or caterer who uses them. If this occurs on a consistent basis, the end user, the guest, has the best experience possible, which of course, entices them to return at the next opportunity. This is enough to convince the owner or manager of the hospitality business to continue using the laundry provider. Success is assured from start to finish, as stated earlier.
Reputation
On such consistency and level of quality reputation is built. There’s a common thread for each individual and each business involved in the chain of events, one that everyone can expect, with no risk of being disappointed. It stands to reason then, that successful businesses will make their arrangements with a linen company bringing decades of experience to the task.
Yet, with all of this focus on consistency, which approaches the level of tradition in the hospitality field, the leaders in the industry don’t hesitate to make necessary changes that allow them to maintain the level of service clients have become accustomed to. For example, top suppliers have moved away from requiring long-term agreements of their clients, introducing flexibility into service arrangements.
