Attendees came from all points of the
U.S. and Canada to Las Vegas last month for the National
Cleaners Association’s Brainstorming
with the Best conference.
The conference included a presentation by
John DiJulius of Minding Your Business who emphasized the
importance of offering a superior product and delivering
customer service that differentiates you from competitors. He
told attendees to think about identifying new customers in the
store and make sure they feel welcome, identifying VIP
customers and how to treat them, and how to motivate employees
to give “above and beyond” service.
Joyce Chupka, who made workers in the New
York State Motor Vehicle Division customer-responsive,
discussed generational, cultural and religious differences
among employees that impact how they work. A common theme of
the two speakers was the need to involve employees and gain
their commitment to the service promise.
Nora Nealis, NCA’s executive
director, announced the association’s Cleaners’
Choice Award, which NCA is presenting this year to Liz
Claiborne for responsibility in garment manufacturing, care
labeling and customer service. She also provided an update on
the Federal EPA’s proposed changes to the perc NESHAP and
its possible ramifications at the state level.
The wrap-up speaker, Everett Childers,
reviewed the previous talks, then brainstormed with
participants about how to implement what they had
learned. He also explained how to deliver a virtually
perfectly finished garment practically and
profitably.
This was the NCA’s third
Brainstorming with the Best session and the first in Las Vegas.
Previous conferences were at the Atlantis Resort the Bahamas
where next year’s session will take place.
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