Thursday, June 30, 2005

A Lesson in Customer Service: Men's Wearhouse

In contrast to suck-bag Fleet Air Conditioning, there is a company that deserves HUGE kudos: Men's Wearhouse (

Talk about knowing your customer, Men's Wearhouse certainly does. Men generally hate to clothes shop (and if they like it and you're married maybe you should be concerned), they shop at the last minute, they are price conscious and when they finally get around to doing it, they don't want to mess around.

Oh, and they like being treated like a king, thank you very much.

Enter Men's Wearhouse. You can be an allergy-plagued, concave chested, engineer or an athletic, retentive accoutant and you'll walk out of the store feeling like a million bucks and looking like a dandy.

They have added a new service. We had just moved to our new house, when a college-age kid came to the door and offered to deliver dry-cleaning and shirts on Tuesdays and Fridays every week. They pick it up in a cool bag they give you and they deliver it within two or three days. And they mail you a bill at the end of the month. What could be easier? Oh, and it's the same price as if you dropped it off.

And here's the best part: Your delivery person is called a PERSONAL VALET. The minute I heard it I recognized pure marketing genius. That George Zimmer knows what the heck he's doing.

A Personal Valet? My husband was positively eccstatic when he heard that he had a personal valet named Greg.

For years now, our trash has been picked up on Thursdays. But my husband can't remember that. Oh no. But it only took looking at the schedule once to remember that "Looky, it's Tuesday! Our personal valet is coming!"

We have Greg's cell phone number, too. If we need a shirt done RIGHT NOW! he'll come and get it. If something is wrong, Greg comes and fixes it.

And our Personal Valet is cute as a button. I don't know how much they pay him, but he could just as easily fit in at an executive meeting with the board as be a dude driving a van and delivering shirts to harried customers. He's also a very nice person.

Bend-over-backwards service, a solid product and a tie in with their main business--men's clothing. MW Cleaners rocks and provides service in a humble industry.

Congrats to Zimmer and his whole crew, for taking the mundane into the magnificent.
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