National Clothesline

One of the industry’s foremost delivery route experts, Rex Carrigan, 58, passed away on July 31 after a bout with cancer.

Most of his friends and colleagues recognized his charming, down-home personality, but behind his friendly smile was a keen mind that helped nudge numerous cleaners into more profitable directions.

Carrigan, a bona fide master salesman, began honing his people skills when he was 12 years old in his hometown of Nashville, TN. After his father passed away, the family needed another income earner, so he obliged by working Saturday nights at the Grand Ole Opry.

“They hired vendors to go out into the crowd selling,” he explained in a National Clothesline profile interview in 2003. “I started out selling peanuts, popcorn, Coca-Cola and all that, and they paid me ten cents for every dollar’s worth I sold.”

Needless to say, he sold a lot. It wasn’t long until he moved up to selling programs and souvenirs. He stayed at the Opry for eight years altogether.

“The last night I worked there I made $137 on commission,” Carrigan added.

In 1965, that was an impressive figure, though not quite enough for him. He also worked five days a week for Nashville Surgical Supply, earning about a dollar an hour.

After starting in the warehouse, he worked his way up to a sales position. He stayed with the company until 1979, when he launched his own company, Shiloh Medical Supply.

Unfortunately, it proved to be a bad time to be in the medical supply business, so he sold the company a few years later.

“For the next couple of years, I didn’t do a whole lot,” he noted in his profile interview. “I dabbled in direct sales with water conditioning equipment. Then, I met Wade Elam of White Way Cleaners in 1989.”

That meeting set Carrigan on a whole new path. In fact, he helped the company by adding several income avenues, a.k.a. delivery routes.

White Way had only one when he was hired. Carrigan set out to change that and he did it the old-fashioned way, knocking on one door at a time.

“After about a month of me going out and selling — and being on straight commission — he [Elam] told me I was affecting his cash flow, that I was selling more customers than he could afford,” he recalled.

Overall, he worked for White Way for 11 years before the business was sold in 1999. In that time, the company had expanded to include eight delivery routes.

One reason why Carrigan was so successful with face-to-face sales was his sincere demeanor.

“On average, only one-half of one percent of people slam the door in my face,” he said. “Always knock on the door. Don’t ring the bell. Strangers ring bells. Friends knock. When a door opens, I’m smiling and they smile back. It’s a mirror.”

Of course, it didn’t hurt to be persistent and enthusiastic, either.

“It hard for them to say ‘no’ when my foot’s stuck in the door,” he laughed. “I just warm up to people. I talk kind of slow. I use pictures to help explain what I’m talking about and I believe enthusiasm sells more than anything else.

“What are the last four letters of enthusiasm? I-A-S-M. What does that stand for? I Am Sold Myself. I just know that if I can get the person to agree to try it that I can make their life easier.”

After White Way, he began a new venture as an independent consultant on route services.

“Opportunity knocked and I just so happened to be the old fat man that was standing there,” he laughed. “I tell people I’m no smarter than anybody else. I’ve just heard more no’s and I’ve seen more than most of the people in the route business.”

By the end of his first year, he had already been hired by 40 cleaners. In 2000, he officially formed Carrigan Consulting and helped another 44 . Then, without warning, he had a heart attack during a leisurely lunch at Murray’s Barbecue in Raleigh, NC. It was a life-altering experience.

“I had a heart attack and actually died,” he recalled in his 2003 interview. “It was just age and time that got me. It was really scary when I woke up and there were 17 doctors standing over me and calling me ‘John Doe.’ They did heart surgery on me that day. I got a second chance and made good of it.”

Following a four-week recovery, he was back on his feet with more energy and verve than ever.

“I cherish yesterday. I love today and I dream for the ‘morrow,” he explained. “I just enjoy life. I have a good time.”

“Everybody’s had bad times,” he added. “Everybody has peaks and valleys. You’ve just got to have a smile on your face, a song in your heart and a pep in your step.”

Always carrying a hopeful attidee, Carrigan believed cleaners could build a better public image if they focussed more on the positive than the negative.

“When are the only two times people talk about drycleaners?” he asked. “When cleaners have failed them or when cleaners have exceeded their expectations. When you start putting your customers’ needs in front of your wants, then you start to exceed their expectations. Satisfied customers are worthless. If you’re just satisfied, you’re movable. But, if you’re loyal, you’re priceless.”

Carrigan is survived by his wife of 35 years, Yvonne Carrigan; daughter, Jennifer Carrigan; brothers, Billy Roy (Ida), Tommy (Mary Jane) Carrigan; and sister, Ann (Paul) Woodroof.

Donations in his honor can be made to: American Cancer Society, 2008 Charlotte Ave., Nashville, TN 37203, or Alive Hospice, 718 Patterson Nashville, TN 27203.

Roger L. Schilling, a long-time industry association executive, died July 12 at Merrimack Valley Hospital in Haverhill, MA.

Born in Poughkeepsie, NY, March 2, 1936, he earned his Bachelor of Science degree in public relations and communications at Boston University in 1958.

He started out with the Poughkeepsie (NY) area Chamber of Commerce as head of the retail trade division, then became director of public relations for the Greater Portland (Maine) Chamber of Commerce. In 1965, he was appointed executive secretary of the Wakefield (MA) area Chamber of Commerce.

In 1970 he entered the drycleaning industry when he was named executive secretary of the Cleaning Plant Owners of Massachusetts. In this position he held a regional field representative post for National Institute of Drycleaning.

When the multi-state North East Fabricare Association was created in 1975, Schilling was appointed its first executive vice president. Eighteen months later he left NEFA to establish the Work Bench in Wakefield, a do-it-yourself woodworking shop. This business evolved into the Frame Shack, a family-owned and operated picture framing studio. He came back to the drycleaning industry in 1982 when he was invited to return to NEFA, first as a consultant and then as its fourth executive vice president.

He continued in that capacity until 1996 when he joined the International Fabricare Institute as a vice president. At IFI he assisted in the development and management of programs with a special emphasis on membership support services.

He left IFI at the end of 1997 to form his own company, Au Fait Associates Inc., a company focusing on small business marketing and public relations. He also wrote articles for American Drycleaner on that topic.

Mr. Schilling was an active member of the Hartshorne House, the Little Red School and the North Suburban Art Exhibit. He was also a frequent supporter of local events and organizations, including the Wakefield school system, the Hartshorne House and the North Suburban Art Exhibit.

He is survived by his wife of 47 years, Harriet N. (Squires) Schilling; his children, Jeffrey S. Schilling and his wife, Joy, of Wakefield; Cmdrs. Kirk N. Schilling and his wife, Sharon, USCG of Gambrills, MD; and Dawn N. Schilling and her companion, Will Misek, of Nashua, NH; and four grandchildren, Kevin, Andrew, Eric and Nate Schilling.

Memorial contributions may be made to the Roger L. Schilling Scholarship Fund, c/o Wakefield C.S.F., P.O. Box 321, Wakefield, MA 01880.

Karen Leyh, who worked in the parts department at Vic Manufacturing from 1981 to 1998 and later for PROS until her retirement in 2003, died July 10 in Ramsey, MN, after a long battle with lung cancer.

During her time at Vic, Karen assisted Bob Engstrom and Duane McKelvey in the parts department. She also worked with Wilbert Leyh, who later became her husband, in the Vic service department. She was well liked by customers, co-workers, and anyone who came in contact with her. She worked diligently to provide Vic customers with information, parts and troubleshooting advice to help them keep their Vic machines in working order.

During her time at PROS, she continued her efforts helping the customers of Vic and other branded drycleaning machinery with their parts needs. At PROS she was the go-to person when a customer would call with questions about Vic machinery. She could pull part numbers from among thousands that she stored in her head. Her broad knowledge of drycleaning machinery earned her respect inside and outside the company.

An avid gardener, she shared her garden vegetable recipes with many friends. She also enjoyed knitting and created several unique stitch patterns.

She will be remembered by friends in the industry as a caring, thoughtful and warm person who could brighten anyone’s day with her quick wit and sense of humor.

A memorial service was held Saturday, August 5, at Cross of Hope Lutheran Church, Ramsey, MN. Memorial contributions may be sent to Garden of Hope Cemetery Fund, c/o Cross of Hope Lutheran Church, 5730 179th Lane NW, Ramsey, MN 55303.