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 here.
The current issue in its printed format, including all advertisements, is available as a pdf download (32MB) here.
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. More…
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 work. More…