Wash Rinse Wash

This particular experience pertains to the laundry service that is available within the campus. It's been almost a year since I have been availing of this service but it is really the first time that I have actually spent time appraising it. The service the laundry-man (as I like to call him) provides is simple. He charges Rs. 50 for one washing machine load. Typically, one washing machine load is the equivalent of a full laundry basket. So he basically charges you Rs. 50 irrespective of whether the laundry basket is full or half empty. Besides washing the clothes, he charges an additional Rs. 3 for every clothing item that he irons. Normally, he makes it a point to return the clothes on the same day itself. Customers are expected to deliver and collect the laundry baskets from the laundry room themselves.

Today's experience was rather unique for me for two reasons. The first one, as I mentioned earlier, was that it was the first time I was consciously appraising the laundry service. And secondly, today's experience was distinctly different. I went to the laundry room around 10-30 to deliver my laundry basket. In this laundry basket, with my usual pile of clothes was a new red shirt which was going for its first wash. I knew there was a chance that it would give off colour and thereby ruin the "whites" I had along with it. So the first thing I did was to tell the laundry man that the T-shirt had to be washed separately. I assumed that he would charge me for the T-shirt separately as he probably had to wash it either by hand or use a separate washing machine. But when I told him about the T-shirt, he simply said "Kya bhaiya? Aap ke liye itna toh kar he sakte hain." (What are you saying? This is the least I can do for you.) That was really a nice thing to hear. I felt flattered and for that one moment, I felt that I was indeed a special customer. But that was not the end of it. The laundry man told me to collect the basket from him around 4. When I went there around that time, I was told that the laundry wasn't done yet. I had some work to do so I told him that I would be back in half an hour. It longer for me than expected so I could only get back by 5. But even then the laundry cycle wasn't over. Although I was not particularly annoyed, one could say that I was visibly unimpressed. The laundry man could probably make that out from my disposition and he immediately chose to respond. Before I could even say anything, he said "Bhaiya, aap tension mat lijiye! Mujhe apna room no. bata deejiye. Main aapke room me basket pahucha doonga." (Don't get tense about it! Tell me your room number. I will deliver the basket to your room once its done.) Whatever dissatisfaction or feelings of resentment that were slowly festering inside me dissolved in an instant. I walked back to my room feeling happy and satisfied at being treated as a special customer.

SERVICE RATING

a) Reliable: Although today was an exception, I regard the service as very reliable

b) Assurance: I am assured of the quality of the wash and promptness of delivery

c) Tangibles: The laundry room is organised. All washing machines seem to be in working order

d) Empathy: The laundry man was quick to gauge how I was feeling and quickly altered his offering to satisfy my needs

e) Responsiveness: The laundry man was quick in his response.