To our customers, the face of Plymate is our service representatives. Their customer service skills, training, efficiency and safety are key to the success of Plymate. Due to the nature of the job, these coworkers are largely unsupervised for the bulk of the day, so in addition to extensive and on-going training, Plymate has implemented a new tool to help monitor driving habits and improve the safety and efficiency of our route service personnel. Inthinc driver safety technology monitors driving performance in order to improve driver safety habits and awareness.
The Inthinc program monitors speed, braking and other key indicators of safe driving, and provides verbal cues to the driver. These verbal cues act as a virtual coach alerting drivers in real time, helping them to adopt safer driving habits. According to Inthinc, a typical company will see an 86% reduction in speeding, 89% reduction is aggressive driving, 90% reduction in accidents and 88% reduction in seat belt violations.
With 18 delivery trucks driving 8,000 miles per week, these types of improvements in safety, efficiency and compliance can have a significant impact on our company and protect our most valuable assets – the people in the trucks.
Usually the discussion about large vs. small business revolves around the “personal touch” or the value of relationships. At Plymate we talk about it too. A lot. And we believe it. But let’s face it, if you can’t measure it, it’s pretty hard to convince someone of the validity.
So let’s look at the numbers and see if we can make a case that Smaller is Better.
These numbers show that smaller, independent textile rental companies perform measurably (and significantly) better than national companies in three key areas of concern for uniform customers. So score a win for Smaller is Better.
So where might being small be a disadvantage? Most people would say “cost of goods” or “buying power.” Good point, but Plymate is a member of the CSC Network, an association of independent laundries, which negotiates pricing for the group. Independents, as it turns out, collectively account for the largest single share of market, 42%. When the Cintas/G&K acquisition is complete, the company will have 31% market share. (Report by North American Equity Research for J.P. Morgan.) So while the big guys are a monster standing alone, the independents combined — not so small after all.
Personal attention, superior service, and competitive pricing – maybe you need to look at the little guy.
We made many equipment upgrades during our recent 7,200 sq. ft. expansion, but our customers will probably notice the greatest impact from our RFID garment tracking process, which allows us to follow a garment from the moment it arrives until it is loaded back on our truck for delivery.
One of the most frequent complaints we hear when talking to prospects is incomplete uniform deliveries, wrong uniforms, and “lost” garments. With our system, those problems are solved before they can even happen.
Here is a virtual tour of how RFID tracking works to help us achieve superior accuracy and efficiency:
Plymate once again is a technology leader in bringing innovation and efficiency to our customers. Let us know how we can help you.
As an organization we have always been committed to ongoing training and employee development. In an effort towards maintaining this focus we have introduced High Performance Training, which is a comprehensive service training initiative written by Performance Matters with the help of industry experts across the country, including our seasoned Service Director Tim Uhlmansiek.
Through a combination of on-route application activities, managerial coaching and ongoing education, a Plymate Service Representative will be empowered to provide an unparalleled level of service to his or her customers. Armed with extensive product knowledge and best-practice service standards, our team will create and harbor a trusting, autonomous relationship with each and every customer. Unique to independent laundries such as Plymate, HPT is one of many tools and processes we utilize to ensure our customers receive the expertise and attention they deserve.
“Do it Better” has always been one of Plymate’s Core Values, and we believe the implementation of this training platform encompasses that very commitment to our valued customers.
Like most other companies, we say we are the best and we even have customers who provide rave reviews to back up our claim. But admit it, you still have doubts. We can cherry-pick our very best customers and only provide their opinions. What if we asked a large cross-section of our customer base? What if we had a third-party ask the questions just so people are comfortable being honest? Well, we did. And the results surprised even us.
Market Measurement conducted a customer satisfaction study for us. They compared our results to averages established for more than 450 clients, over the past 40 years to see how we stacked up against other business-to-business companies and other businesses in our industry.
• Plymate achieved 87% “very favorable.” It is the among the highest ever recorded by Market Measurement. The average for our industry is 69%.
Comparison: 55%-75% of companies in business-to-business achieve “very favorable” rankings
• Plymate ranked 66% “above expectations” for responsiveness to a problem or concern.
Comparison: a typical range for this category is 20%-30%.
It is always our goal to improve our results, against both our past rankings and other companies. If you are a current customer, how can we serve you better? Just let us know! If you are a potential customer, we hope to earn the opportunity to demonstrate a higher level of service than you have ever experienced. Call us.