January 25, 2010 // Franchising.com // Shannon Toler-New, president 1-800-DryClean franchise, recently announced positive results from the leading dry-clean delivery service franchise's "We Miss You Call Program."
"In November we introduced this program where home-office support staffers call franchisee customers who for whatever reason have dropped our free pick up and delivery dry-clean service," said Toler-New. "We found that 85% of the people we talked to still considered themselves satisfied customers they just became less frequent users over the casual-dress summer months. By calling, 12% immediately put our signature bags on their front doors."
The purpose of the "We Miss You Call Program" is fourfold: 1) to maintain the dry-clean delivery franchise's relationships with its customers, 2) to provide a platform for customers to voice possible complaints, 3) to support busy owners with another level of customer service, and 4) to encourage customers to use the company's high quality dry-clean service.
"We are working with our 1-800-DryClean franchise owners to ensure that all our customers are satisfied and they regularly use our service," added Toler-New. "It wasn't that customers were unhappy with us. It was a matter of reconnecting and reinforcing our quality of service."
Cathy Diallo, 1-800-DryClean franchise owner in Richmond, Virginia, participated in the program and reported that of the 34 customers who were contacted, 12 immediately scheduled pick ups. "This program is a great example of corporate working with franchisees to increase sales and to build the system," said Diallo. "Katie (Haverty from the 1-800-DryClean home office) was awesome. We've been in contact throughout, e-mailing and calling, and it's made a big difference in my business."
"We were named an AllBusiness AllStar franchise for 2009," said Toler-New. "Helping franchise owners realize their dreams of financial security and lifestyle rewards are reasons we're thriving even in a down economy."
1-800-DryClean is the world's largest dry-cleaning delivery service franchise. The 1-800-DryClean franchise is a quality dry-cleaning and laundry pick-up and delivery service, serving both the residential and office markets. Entrepreneur magazine has ranked the business opportunity number one in its category and a Top Home-Based Business. The company has franchised since 2000, and currently has more than 130 franchise units across the United States. 1-800-DryClean is a member of the Service Brands International family of brands that includes Molly Maid, Mr. Handyman and Protect