National Clothesline
National Clothesline
March 2015
National Clothesline
Troubleshooting advice. Before trying to
troubleshoot any equipment, Bruce
Grossman advises: Never rush in with
assumptions of what’s wrong; take a
moment to think about how the machine
would behave when operating properly and
compare that with what is happening.
The next generation. James Peuster asks:
Are you prepared to survive changing
times? An influx of millennials is entering
the workforce and we need to find a way to
service them in the drycleaning industry.
Evaluate your evaluating. Employee
evaluations are an effective human
resources tool but if done improperly, they
allow former employees and their lawyers to
bring lawsuits they might win, or they
alienate employees, causing hostility or
indifference. Frank Kollman tells how to do
then properly.
Shirt fixes. Don Desrosiers covers three top
shirt issues and how to fix them.
Better stain removal. New spotting and pre-
spotting formulations allow drycleaners to
remove stains safely than ever before. Dan
Eisen explains.
Staff communications. How do your
employees communicate with each other?
And, no, Harvey Gershenson does not mean
“They speak Spanish.”
Total satisfaction. Customers want and are
used to receiving price, quality and speed
and successful businesses must deliver on
all three to win and keep customers. Neil
Schroeder has some ideas to help achieve
those same results.
The complete table of contents
of this issue is available
The current issue in its printed format,
including all advertisements, is
available as a pdf download (32MB)
Champions of customer service
Questions? Clean ’15 will have answers
The customer service staff at Champion Cleaners in Birmingham, AL, made good on the
company name by proving to be champions of customer service for 2014. The crew earned the
“Best Overall Service” award in the Drycleaning and Laundry Institute’s mystery shopper
program and made owner David Whitehurst proud. Participating cleaners in the nationwide
program that is administered by DLI partner MarketWise Consulting of Appleton, WI, are judged
in three areas: an evaluation of the counter person at drop off and pick up, and an overall
evaluation of the quality of the cleaning and customer service experience.        
If you can’t find the answer at Clean ’15, you may not be asking the right question. The trade
associations that sponsor the biennial industry trade show will bring in an army of experts for in-
depth discussions of topics of importance to the drycleaning and laundry industry during the
show’s four-day run in Atlanta beginning April 16. Most of the 30 programs will take place during
the morning hours, leaving the afternoons open to explore the Georgia World Congress Center
exhibit hall where 400 companies will have their own teams of experts, along with the latest in
equipment, supplies and technology, ready to answer questions and demonstrate how things
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