IT is NOT That COMPLICATED!!
The sign at my dry cleaner:
“Items left over 60 days are subject to storage fees.
Not responsible for items left over 90 days.
Thank you,
The Management.”
It’s blunt and defensive. And it’s a perfect example “we really don’t give a hoot about our customers.”
No money in that strategy… and it boggles my mind:
The dry cleaner has my mobile number and email address. I’m sure they use a CRM because every time I give my number, they know exactly who I am and what I dropped off.
So why not make MONEY off of it?
Instead of threatening storage fees or disposal, send a friendly text at 60 days: “Hi Craig, we noticed you left a few items here which you forgot about. Want us to drop them off at your office for $20?”
Or better yet, “you spend $1,000 with us each year. How about you pay $1,500 in January and we’ll give you up to 500 items and free pick-up and delivery? You’ll never wake up on Sunday realizing your Monday suit is locked in our shop, if you go over the allotment we’ll just charge your card.”
That’s how you turn a negative policy into R-E-V-E-N-U-E!
It’s just an example that business really isn’t that complicated.
Quit complaining about your lemons.
Lemonade was invented for a reason.
About Craig Picken
Craig Picken is the Managing Partner of Craig Picken Executive Search, a retained search firm focused on elevating leadership in aviation and aerospace. Since 2008, he has completed more than 400 senior-level searches across MRO, manufacturing, and services, partnering with premier OEMs, operators, financial organizations, and private equity sponsors.
A former Naval Flight Officer with over 100 combat missions and 325 carrier landings, Craig brings a unique perspective as the only executive recruiter in the industry who has flown, sold, and led P&L in aviation. Beyond recruiting, he is a speaker, executive coach, and host of The Aerospace Executive Podcast, where he highlights leadership insights from across the industry.
