Industry Event Sharing — Regulate Operations, Handle Fraudulent Claims Calmly
Release Time:
2015-06-09 19:19
Source:
On the morning of June 2nd, Quan Limin, Secretary-General of the Qingdao Laundry and Dyeing Industry Association, researcher at the Industry Development Research Office of the Laundry and Dyeing Committee, and member of the Quality Appraisal Committee, after receiving firsthand experiences from laundry workers, shared the following information with peers in various WeChat groups of the Laundry and Dyeing Committee. He hopes to use his own efforts to eliminate hidden dangers in the industry. The Laundry and Dyeing Committee's WeChat platform is promoting this to notify colleagues to strengthen production supervision, raise awareness of prevention, standardize accident handling procedures, enhance communication with customers, and prevent such losses from occurring.
Incident 1: Recently, several scammers have been extorting hotels by claiming they were scratched by linens while staying at star-rated hotels. The hotels then pushed the accident responsibility to the laundry manufacturers for compensation. To avoid losing major clients, the laundry factories silently bore the loss and paid 6,000 yuan in compensation. This incident has occurred repeatedly in two locations in Shandong over the past few days.
Incident 2: One day, a manager of a budget chain hotel called to report that a guest in a room complained that the bath towel used was contaminated, blaming the laundry factory for not cleaning it properly, which affected their use. The hotel requested the laundry factory to bear the loss. The laundry factory manager asked to keep the evidence and quickly rushed to the hotel. Upon seeing the towel, it was determined that the contaminant was fresh feces with a strong odor, which could be easily rinsed off with water in front of the manager. It was clear that the contamination was caused by the guest, not the laundry factory. The manager explained this to the guest, offered a fruit plate, and gave a discount on the room fee. Seeing that the scheme failed, the guest also gave up and checked out. The matter was satisfactorily resolved.
Incident 3: A guest staying at a chain hotel claimed that after sleeping one night, their skin was itchy all over and demanded a free stay. After the hotel notified us, the factory quickly tested the pH value of the hotel's laundered linens, which was between 6.8 and 7.0, confirming that the washing procedures and dosing were normal. The hotel was then informed that the guest could have the linens appraised; if the results were normal, the guest would pay the appraisal fee and room charge in full; if abnormal, the laundry company would pay. Seeing this, the guest did not insist further and checked out.
The scammers mentioned in Incident 1 targeted four-star hotels, knowing that "linen laundry providers" serve them and demanding compensation from the hotel. The hotel would also require compensation from the laundry provider and would gentlemanly sympathize with the laundry provider, saying "the profit is only a few cents, it's not easy." The scammers only sought to claim six to seven thousand yuan after the situation was exposed. Their ultimate target is us laundry workers, exploiting our common mindset that if we make a mistake and accidentally harm the hotel's "god," we should quickly compensate and settle privately, as the hotel is the laundry worker's "god" and must not be offended!
The scammers in Incidents 2 and 3 chose to target chain hotels, understanding that "the customer is always king" is the standard motto of the hotel industry. They took advantage of chain hotels' emphasis on good online customer reviews and their preference to handle issues quietly to avoid escalation. Meanwhile, some hotel managers lack industry experience, while professional hotel staff can correctly judge the situation. Furthermore, such scams occasionally succeed because some insiders do not follow washing standards, cutting corners. "Flies do not bite seamless eggs," so we laundry workers must do our work flawlessly, leaving no chance for "flies" to survive!
Because they understand our industry term "linen laundry provider" and know our profit margins are just a few cents, when encountering such matters, we should first calmly think it over, analyze with peers, and then find ways to resolve it without haste.
From this, it is clear that the platform built by the Laundry and Dyeing Association is very important. We hope industry insiders use this platform to communicate more, learn from each other, and improve the overall service level of our industry. Without this platform, who knows who the next victim might be!
Here, we hope to see more laundry workers unite, forward this information, warn more peers, learn from the experience, be strict with themselves, and improve the overall environment of the laundry and dyeing industry, creating a healthy and honest working atmosphere for practitioners.
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