Four Principles to a Customer Focused Business

Hangers Cleaners in Kansas City was featured on Cool Runnings for taking a different approach to a pretty boring business segment – dry cleaners.

Joe Runyon, the owner of Hangers Cleaners shares his thoughts on making a business successful. And in his case – being successful in an industry that is declining.  Watch the video, but here are the four main ideas:

  1. Define a powerful competitive advantage. In Joe’s case it was using an ecologically friendly solution to cleaning clothes.
  2. Be convenient for your customer. Again, Joe determined that pick up and delivery service, as a complement to his brick and mortar, was a convenient and welcome solution.
  3. Save customers time. He also developed a computer tag for clothes of regular customers which includes their cleaning preferences so that the customer doesn’t have to continually repeat their starching requests. This leads to better quality and higher satisfaction.
  4. Let your brand reflect your personality. He is a little quirky and that shows – in a good way. Employees wear shirts that say “sniff me” and the hangers have a message that inform customers that hangers can also be a spare car key.  Let your personality shine in your business and customers will gravate to you.
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One thought on “Four Principles to a Customer Focused Business

  1. Joe has captured the essence of customer service. Make it convenient for customers and help them save time. The reason why we go in business is because we offer something that will be beneficial for our customers and that what Joe is doing.

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