United Linen Blog

A conversation with Adam Gilbert, owner of Frank & Lola's

More than several months ago I had the honor of interviewing local restuarateur, Adam Gilbert, owner of Bartlesville's Frank & Lola's Restaurant (he runs the restaurant along with his wife, Katy).  Adam was kind enough to let us come in and visit with him about how he got started, why he does what he does and how he goes about creating the right experience for his customers. 

 

I try to keep the videos we post here short and sweet, under a minute or two, but this time, we just let it roll and when it was over, it was over.  Kind of a more laid back approach in keeping with the whole Frank & Lola's theme. 

So here it is.  Let us know your feedback, ideas, likes, dislikes down below in the comments.  Have a great day.  Scott

 

p.s. Did you see the United Linen truck? I swear that was not planned. ST

"...golden moments drenched in a muddy mess" - Dealing With Customer Complaints

       How cool is Feedback?  How cool is it when a customer takes the time to let you know what’s going on with your business?

 It’s very cool.  After all, it’s only after receiving feedback that a business can seize the opportunity to improve.

 Some Feedback falls in the Atta-boy category, some fall in the “oops we have a problem” category, and others fall in the “flaming” category.

 I‘m not talking about the “flaming” comments.  That’s a blog post in itself.

 And I’m not talking about the comments that tell you how great you are…although those are nice.

 What I am referring to is the second category, the “Oops we have a problem” category.

When customers take the time to tell you their problem with your product or service, it’s like a golden moment veiled in a muddy mess. 

So few customers tell their service providers they have a problem.  I’ve had lunch with people who complained about the meal, but when the owner of the restaurant came over to ask how everything was, no one complained…they all said “Fine.”  I felt sorry for the guy.  If we noticed a problem with the food, probably several other patrons have or will as well.  Wouldn’t you want to know?

And when customers do tell a business about a problem, few believe there will be anything done.

So when you have a complaint come your way, rejoice.  It’s an opportunity to make your business better and delight more customers and generate awesome word of mouth. Here are our steps at United Linen for dealing with complaints.

1. respond quickly
2. apologize
3. don’t offer some lame excuse of try to justify (the customer doesn’t care)
4. fix the problem
5. follow-up with the customer and let them know it’s handled.

 

What about you?  Do you have a step we didn’t list?  When do you complain?

 

 

 

 

 

 

How to Keep Your SuperStars

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How do you keep your SuperStars?  The comments are all yours.

 

ULTV: Time Thief

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A Breath of Fresh Air

 
I just had to share this nice note one of our customers sent us today. 

Here is the note from Mindi Dryer of Riordan Hall in Bella Vista, AR:

I want United Linens to know how much I appreciate our driver John and manager Tom Stookey. John has been very friendly, prompt and very willing to help us. I'm really writing this message to express my gratitude towards Tom Stookey. He has gone above and beyond to help me numerous times and has always done it with a smile on his face. He has exceeded my expectations as a district manager. I will be leaving the company on Aug 1st to pursue a job in Beijing, China. However, I want this message to reach the appropriate people before I leave and acknowledge the great work that Tom has done for Riordan Hall. United is lucky to have him.

Thank You!

I called Mindi to thank her for the note and to wish her all the best in her adventures in Beijing.

What an awesome acknowledgment of the hard work and dedication of our crew. 

During these dog days of summer, it's easy to lose sight of the value we provide our customers as we forge through the heat, in and out of trucks, lift heavy loads and lose pounds of water weight through sweat equity.

But then we get a message like this, it's like someone handing you a cup of cold water, a blast of arctic air and the spring comes quickly back in our step.

We appreciate the kind words.  Thanks Tom and John for representing the entire United Linen team with hard work and class.

Which brings me to my last point.  There are many good people/companies doing good work.  I encourage you to take a minute or two and share some kind words for a job well done.  It's very refreshing.

As always, your comments are welcome.

You can also call us at 800-259-6808

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Check out our webpage

 

United Linen TV: Introducing Robin Black (Part 2)

In Part 2 of our interview with Robin Black, Robin talks about fighting cancer, living life and the importance of helping others.  Robin works in the Sales/Customer Service dept here at United Linen & Uniform Services. 

For more information on American Cancer Society volunteer opportunities, donations, cancer facts and figures, etc, go to www.cancer.org

 

United Linen TV: Introducing Robin Black

In this video series, we help you meet the people who make up United Linen & Uniform Services. Introducing Robin Black, changing the world one napkin at a time for 25 years.



 

"...just walk beside me and be my friend." A Graduate's thoughts

The other weekend my family and I had the pleasure of attending a gradation party for a colleague's son who graduated from college.  Heath is going on to get his Masters in Chicago and ultimately wants to be a writer.  So while at the party, knowing Heath likes to write, I casually mentioned that it might be fun to have him write a guest post on The United Linen Blog about his thoughts on this pivotal point in his life.  Allow me to introduce, Heath Black. 



(Robin Black-United Linen Sales Rep and son Heath, wife Rhonda and daughter Courtney)


Albert Camus wrote, "Don't walk in front of me; I may not follow; Don't walk behind me; I may not lead.  Just walk beside me and be my friend."
 
Although different from the Machiavellian definition of leadership, I find this philosophy to be a much more attractive alternative of business leadership; One that I have experienced personally for the past twenty-two years.
 
Since before I was born (and even planned), my dad, Robin Black, has been an employee at Bartlesville, Oklahoma's local linen company, United Linen.  As long as I can remember, the company has seemed much more than a company to me.  It has been a group of friends, mentors, and moral supporters.  I awaited the company's annual Christmas party, as it was more a family reunion than a business luncheon.
 
On my 10th birthday, my sister was in a life-threatening car wreck.  During this tumultuous time for my family, United Linen showed care, gratitude and support for my family.  Whether through heart-felt prayers, flowers or trips to the hospital, United Linen was there in support of my family.
 
Their compassion did not end there.  In early January 2009, my dad was diagnosed with cancer.  On top of the disease, there were many different worries going through our heads.  How can he get time off for his treatments?  What if he gets too sick to work?  How can we pay for this!?
 
But my United Linen family brought peace to my family's hearts.  Mat continually prayed for and encouraged my family.  Scott asked how my dad was doing all the time. Nancy and Joyce stopped by the house and hospital.  Every time we needed love, a United Linen employee was around the corner prepared. 
 
It is this leadership that impresses me so much- leading by recognizing that PEOPLE make up a company, not machines.
 
It does not take a catastrophe, however, to see this kind of leadership.  Last week I graduated from college at Oklahoma Wesleyan University.  After the ceremony, my family held a party at my house.  Friends from school attended; grandparents, cousins, etc.  But, included in this motley crew were Mat Saddoris, Scott Townsend (and Family) and Nancy Cranor- all members of my United Linen Family.
 
I think there is something to say about a company that truly loves its employees.  A company that shows respect and care to the human beings that carry out daily operations.  A company that sacrifices for those who sacrifice for it.  A company that helps cure cancer, car wrecks and coronary surgeries.
 
This is the kind of company that is doing things correctly.  A company that walks beside their employees, leading them through friendship.
 
I'm proud to be a part of the United Linen Family.

--
Heath W. Black

Retweet This on Twitter   To make this easier for you, just cut and paste the following:

RT @unitedlinen  "...just walk beside me and be my friend."  http://tiny.cc/ei7SF

Get Motivated!!

I know at first this may seem like it doesn't have anything to do with linen and uniforms, but really it does...

Yesterday I saw and heard something I had not seen or heard in a long time.  A motivational speech.  And not just one, but 12 speeches.  More than several of us at United Linen attended the Get Motivated seminar in Tulsa, OK at the new BOK Center.

This does not mean that I have not heard an encouraging word.  I've heard many and tried to utter my share.  What I'm talking about is a flat out "YOU CAN DO IT!" speech.    And  it worked.  At least for me.  I walked away thinking about the motivating words of people like Gen. Colin Powell, Zig Ziglar, Rudy Giuliani, and Dr. Robert Schuller; people who have been through many tests and trials and who had come out on the other side a bit dinged and dented, but made it through stronger and better none the less.

Zig Ziglar told the story of a boss of his who told him he was not amounting to much (after 2 years), but saw something in Zig that made the boss think Zig had something to offer...and told him so.  Zig mentioned this moment was the first time he could remember anyone ever telling him he had what it takes to be successful.  I thought that was incredible.  You mean after 20 some-odd years as a young man this was the first time someone had ever set Zig down and told him he could make it and had the stuff, even when his results were saying otherwise?  Where would Zig be if this person had not taken the time to inspire him to achieve something greater than he had accomplished up to that point.

Does Zig's story tell us to take opportunities to help people see their potential?  I think so.  Does this mean the job of getting motivated is up to someone else?  No.  The job of pumping you up is up to you.   Weekly, daily, or several times a day...whatever it takes. 

But taking the time to help a friend, employee, or family member see in themsleves something they do not see has got to be benefitial and sometimes life changing.