One-ply Customer Service

I am the most important person in the world!

At least I should be to any business where I spend a buck. I am a customer and I should be treated as if their business depends upon my satisfaction because ultimately, it does!

So here I am in a particular <coffee franchise> today and nature calls. Actually nature yells and I answer her with a quick trot to the mens room. (Note, this is probably too much information, but I’m painting a vivid picture, I hope.)

This particular establishment perhaps encourage dalliance with advertising and marketing posters in the little boys room (great brand association??), and after skimming over their messages I reach out and gingerly feel the bathroom tissue. With my eyes closed, it could be mistaken for medium sandpaper and, after a quick shudder, it got me thinking about what this roll of one-ply brand messaging says about customer appreciation and service.

I won’t bore you with the details of what happened next but afterwards, at home, I looked up the relative cost of one-ply vs two-ply bulk purchase;

one-ply = 0.114c per sheet

two-ply = 0.144c per sheet


Doing the math… net 0.03c per sheet savings by using the one-ply variety.

Let’s say this equates to an approximate net savings of 2-3 cents per customer per “visit”

Net pain in the butt (figuratively) experience for customer, a helluva lot more.

I’m certain an accountant somewhere is adding up these pennies and rubbing their hands gleefully, but at what price?

When I spend a penny at a place when I spend my bucks, I’d like to be treated like royalty from top to bottom (pun intended) and at every customer touch point (still going with the puns).

Before you attempt to save pennies with one-ply customer service, think of the net effect and spend the extra time, energy and possibly money to deliver a two-ply experience.

Customers appreciate the little ‘extras’, and that’s sure to help your bottom line! (Sorry, I couldn’t resist it!)

1 reply
  1. Mona
    Mona says:

    Oy Oy Oy! Could not agree more… This goes beyond customer service. It starts I want to say within your own kitchen (or ahem! bathroom), if you please. Companies tend to penny and dime every move from staffing to servicing.

    The last two companies I worked at were very much like that. At the first one we were made to be jacks-of-all trades, work an insane amount of hours with no respect for family or personal time; and here everything is done so on the cheap that the end result is sort of embarassing…

    And while sometimes it may help the bottom line; in the end you may land on it – your butt! No pun intended – as a business.


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