Please ensure your business has implemented this best practice guide and trained your staff to use it.
Prevention is better than cure.
- Check every item at the counter in front of the customer where practical. Find the care label, read it and understand it. If there is no care label, then explain what steps you will take to clean it.
- Get the customer to sign a waiver. Explain that this is because there is no care label and you cannot be held responsible if something happens to it. This gives the customer the option of not having it cleaned if they feel uncertain. (Note: This does not absolve you from negligence!)
- If you think the care label is wrong or providing false information, contact the customer and explain this and advise how you will proceed. Again, you are involving the customer and giving the option of not having the item cleaned.
If something goes wrong.
- If an item is damaged while in your care and you were negligent, own up and pay out. It is that simple. We all make mistakes and it is the putting right that counts.
- If an item is damaged while in your care and you have taken all reasonable and practical steps to ensure it wasn’t, then explain this to the customer. It will be up to you whether you provide any sort of recompense to the customer as a gesture of good will.
- Communicate clearly with your customer.
- Explain any potential issues before you clean.
- If you are unsure, stop and seek advice from DLANZ.
- Involve the customer throughout the process.
- Always act professionally and take care of your customer first.
- Use downloadable Customer Services Disclaimer Form to Proceed.