A Case Study on the Importance of Good Customer Service: Sig Samuels Dry Cleaning Co.

Photo credit: A Year of Yesterdays on Tumblr.

Many people will agree that having a dry cleaner that you can trust is a fairly important thing (it really only takes the loss of one of your favorite shirts to learn that lesson.)

So, when I moved to Midtown Atlanta in the summer of 2010, one of the first things that I did was jump on Google and search for local dry cleaners.

Among the top search results at that time was a listing for Sig Samuels Dry Cleaning Co. on Yelp. (I just did the same search today, and Sig Samuels Dry Cleaning Co. is listed on the landing page that is linked to the top four search results when I searched for “Dry Cleaners Midtown Atlanta,” with three of those links coming from the Yelp website. Note: I am not counting the results coming from Google Places, but they are listed there, too.)

As it turns out, Sig Samuels Dry Cleaning Co. has a very loyal customer base. And, they are also very vocal on the Internet.

As of today, there are 28 reviews for Sig Samuels Dry Cleaning Co. on the Yelp website. In comparison, Midtown Wash has only 9 reviews. Furthermore, all of the other dry cleaners in Midtown Atlanta listed on the Yelp website have fewer than four reviews.

What’s more impressive is the fact that most of the reviews for Sig Samuels Dry Cleaning Co. talk about their great customer service.

And, they don’t only get great reviews on Yelp. Look them up on atlanta.citysearch.com and insiderpages.com and you get similar results.

The point that I am trying to make is that customer service has a huge impact on the way that your customers see your business.

However, it goes further than that.

When you add in all the ways that your customers communicate with each other these days, the word-of-mouth marketing generated online can have a huge impact on your bottom line. This is something to remember the next time your company interacts with your customers.

Oh, and by the way, I chose to give Sig Samuels Dry Cleaning Co. a try. And, I’m pleased to say that I have no regrets.

In the future, I plan to write about other businesses that are known for their exceptional customer service. If you know of any businesses that you think I should focus on, please feel free to comment below.

Chad Thiele

Chad Thiele

Marketing analyst and strategist, content curator, applied sociologist, proud UW-Madison alumnus, and an Auburn-trained mobile marketer. My goal is to help businesses identify trends that will help them achieve their marketing objectives and business goals. I'm currently looking for my next career challenge. Please feel free to contact me anytime at: chadjthiele@gmail.com.