IQ Points by Matt Kool, CEO

January 1, 2008 – January 1, 2009

IQ Points are pearls of wisdom from the life experience of Matt Kool and others in the industry. Most relate to running your drycleaning business; some relate to running your life.

1. Unique is not just about being different. It is about being memorable!
2. Customer service starts new each day.
3. Have business cards printed, and pass them out everywhere you go.
4. Have an employee of the month program.
5. Buy lunch for your staff. You will be amazed at their reaction!
6. Invest in training your people. They are your greatest asset.
7. You get the best results by rewarding success, not by punishing failure.
8. Don’t like a customer? Get to know them better.
9. Having a really bad day? Maybe you should go home.
10. Proper tire pressure increases gas mileage. Check your tires.
11. Cleaning the windows at your shop will give a great first impression.
12. It’s time to run inventory on your racks. Great opportunity to call customers with old orders!
13. Send a hand-written thank you card to the top 20% of your customers.
14. Networking pays you back ten fold.
15. Know your customers by name. They really dig that!
16. “Sorry Tags” …There has got to be a better way to explain to your customers that something has gone wrong with their order.
17. “We are not responsible for garments left over 90 days” …there has to be a better sign…click here to get some of our ideas!
18. Suede and leather cleaning is a simple business you should be in. What could be easier? Get to know your local wholesaler.
19. You need three bankers. Yesterdays, today’s, and one for tomorrow.
20. Update your insurance policy. Get a free audit from a competing insurance company.
21. Credit card fees are less expensive than bounced checks. Accept credit cards. This is the 21st century.
22. It’s time to change your furnace filters (at least mine need changing).
23. Fresh flowers in your call office make for great conversations.
24. Who in your company has a birthday this month?
25. Change your oil every 3,000 miles.  Change your life everyday.
26. Outdated voicemails really suck!
27. Collar Cones should always be heated. Cuffs have double layers, but collars are tripled layered and need extra heat to properly cure.
28. Shirts come cleaner in hot water. Get an unlimited supply of hot/steamy water with the Dynafluid Valve.
29. Always install your after hour Drop Box in a well lit area. Who would want to use an ATM in a dark, scary alley?
30. 3 ways to increase business: add products, add services, add customers.
31. Adding services = adding customers.
32. Adding customers = increasing business.
33. Don’t like folding shirts? Obviously you are not charging enough for folded shirts.
34. When taking in wedding gowns always get the mother of the brides name and phone number. She probably paid for the dress and will want it back.
35. Smile when you answer the phone, the person on the other end just might be your new best customer.
36. Install a mirror in your call office. Customers will look at themselves and not at their order.
37. Doing Routes? Is your van clean? Yearly memberships to car washes are cheap.
38. When was the last time you changed the locks of your store? How many keys are out there?
39. Do you have a drop safe at every location? Small investment usually pays for itself by thwarting one robbery.
40. Do you have a featured service for each season? Do customers know about it?
41. When was the last time you raised your prices?
42. Is your plant clean?
43. Listen to how people answer your phone. What do they say, and how do they say it.
44. Does the person who answers your phone know how to give directions to your store and your store hours?
45. Hard water equals more soap in your laundry department.
46. When was the last time you had your water tested for hardness? Any water that is above 4 grains is considered hard water. Anything above 8 grains is very hard.
47. Your banker and your attorney should be your customers?
48. Light bulbs are inexpensive, how many do you need right now?
49. Saying thank you is easy. We all should try it more often.
50. Use all your fingers when waving, especially when driving a company van.
51. Get the right tool for the right job.
52. The person answering your phone is the voice of your company. Make sure they are engaging.
53. Unless your store is called the Cleaners, the person who answers the phone should not spout out, “Cleaners”.