Some problems can be solved right at the counter by counter personnel, and may never require the involvement of a manager or owner. Informing customers using documentation from an outside, independent source helps to give the cleaner and counter person credibility. Brochures such as IFI's Consumer Information Brochures explain common problems in language that is easy for the customer to understand. These bulletins often feature pictures of common problems and are invaluable tools in explaining potential or present garment failures. Many cleaners use IFI's Fair Claims Guide to assist in adjusting the value of consumer garments.
Good customers are worth almost anything to preserve.
Re-cleaning is done without question. Managers and counter personnel can make reparations at their discretion up to a specified dollar amount. Sometimes it is more cost-effective in the long run, to keep a steady customer, to pay claims without question. It's a judgement call. Consumer Consent Form Use a Customer Release Form when cleaning delicate or antique items.