Objective

The purpose of this guide is to equip RSRs and Service Managers with clear, consistent responses to common customer questions regarding the recent 2% adjustment to the Loss Damage Protection (LDP) charge. This resource is intended to help our teams confidently explain the purpose of LDP, reinforce the value it provides to customers, and ensure messaging remains transparent, professional, and aligned across all customer interactions.

Customer Q&A

Customer: “Why did the LDP charge increase on my invoice?”

RSR / Service Manager Response:
That’s a great question. We recently adjusted the LDP rate by 2% to help keep pace with the rising costs of replacing garments and linens that become lost or damaged throughout the service cycle. This small adjustment helps us maintain your inventory levels and avoid larger or unexpected replacement charges down the road.

Customer: “Is this increase temporary or permanent?”

RSR / Service Manager Response:
This adjustment is part of our regular pricing review to make sure garments and linens can continue to be replaced when needed. Our goal is to keep the replacement program sustainable and predictable so you don’t experience larger or unexpected charges. This is a charge you’ll see on your weekly invoice moving forward.

Customer: “I didn’t lose anything. Why am I paying this fee?”

RSR / Service Manager Response:
That’s a fair question. Let’s take a look at your replacement history. Over the last 12 months, your replenishments totaled ($X.XX). The LDP program protects your entire garment and linen program over time. It spreads the cost of replacements across the service cycle so that when items are lost, damaged, or worn out, they can be replaced without large individual charges appearing on your invoice.

 

Customer: “Can I opt out of the LDP program?”

RSR / Service Manager Response:
The LDP program is designed to simplify and protect your garment program. Without it, customers are typically responsible for the full replacement cost of any lost or damaged garments, which can lead to significant charges. The LDP program provides a predictable and cost-effective way to manage that risk, so it isn’t something customers can opt out of.

Customer: “How is the LDP charge calculated?”

RSR / Service Manager Response:
The LDP charge is based on your replenishment history. It’s calculated as a small percentage of your weekly invoice to help cover the ongoing cost of replacing garments and linens over time. This approach keeps the program balanced and helps us maintain your inventory without unexpected replacement costs.

Customer: “Does this mean my garments are going to be replaced more often?”

RSR / Service Manager Response:
Not necessarily. The purpose of the program is simply to make sure that when garments do need to be replaced—whether due to normal wear, loss, or damage—we can replace them quickly without additional charges beyond the LDP fee.

Customer: “How does this benefit me as a customer?”

RSR / Service Manager Response:
The LDP program helps keep your billing predictable from week to week and protects you from larger, unexpected replacement costs. Instead of being billed individually for lost or damaged garments, the program spreads those costs out over time so your service remains consistent and worry-free.

 

 

Customer: “Will this increase affect my service in any way?”

RSR / Service Manager Response:
No, your service will stay the same. This adjustment simply helps us continue maintaining your garment and linen inventory, replacing items when needed, and keeping your program running smoothly.

Customer: “Is everyone seeing this increase?”

RSR / Service Manager Response:
Yes, the adjustment is being applied consistently across customers to help ensure the program continues supporting garment replacement and inventory maintenance.

Customer: “Who should I talk to if I have more questions about this charge?”

RSR / Service Manager Response:
You can always talk with me or your Service Manager if you have questions. We’re happy to review your account and make sure everything about your service and billing is clear.

Customer: “Where can I see my garment replenishment history?”

RSR / Service Manager Response:
I can review your prior 12-month replacement totals using our Monthly LDP Report, which our service team receives each month. That report helps us track replenishment activity and show how the LDP program supports maintaining your garment and linen inventory.