Can I give your cell number to a customer?
No. Don't give them my email for customer service issues either. Only give out the cleaners@hsa.net email.
What do I do if somebody's clothes aren't here after they are supposed to be?
Double and triple check the racks. Often times drycleaning items will get stuck to the back of one another and will end up in the wrong place. Check both the normal racks and the Securitas racks. If you can't find it, check again. Most orders that can't be found are somewhere on the racks. If they still cant be found, give the customer $5 dry cleaning credit for the inconvenience and submit a Freshdesk ticket. If they are particularly mad or need it immediately, call Boston Laundry with the main ticket number, name, and all the green tags associated with the ticket and let them know it needs to come in with the end of the day's orders.
An angry customer wants to talk to a manager immediately
Never give out my cell number or call me from your phone for the customer to talk to me. Assure them that the best way to get in contact with me is through the Freshdesk ticket.
A customer doesn't want to pay for an order because a stain didn't come out
Let the customer know that we never guarantee that we can get any stains out. Politely let them know that we can send it back for free for the stain to receive additional attention. However, they must pay in order to receive their clothes back. If they are extra adamant about not paying, re-rack the clothes and submit a Fresdesk ticket. They are not under any circumstances allowed to leave with the clothes without paying, however. If the situation escalates, call Will.