American Drycleaner - September 2014

© Copyright 2014 American Trade Magazines All rights reserved.

® September 2014

Marketing

Get back to basics and fashion a committed action plan

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drycleaner drycleaner A M E R I C A N

September 2014

Vol. 81, No. 6

FE A T U R E S

D EP A R TMENTS

14

(Cover Photo: ©iStockphoto/dem10)

14

Marketing: Back to Basics Procrastination is no match for an action plan built on tried-and-true promotional methods.

Diana Vollmer

30

Passing On Your Drycleaning Plant A business transfer within the family deserves an objective, unbiased look before committing.

Lloyd R. Manning

36

Dad & Son Cleaners All About Family Three generations of Halsells have built Cleveland business since opening in late ’50s.

Charles Thompson II

40

Cyber Security Risk Management 101 Understand your responsibilities, take steps to thwart hackers Mark E. Battersby

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American Drycleaner, September 2014

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Pre-Inspection Talk of The Trade The Numbers Events Calendar Education & Training Calendar Spotting Tips Working with Wools and Silks Martin Young Other Side of the Counter Do They Clean UGG Boots in Australia?

Carolyn Nankervis Industry Observations Work on Staffer Shortcomings Howard Scott Energy Report Low-E Glass and Lower Utility Bills Tom Herron Your Money Protecting Against Disability Bill Lynott Around the Industry Classified Advertising Advertiser Index Wrinkle in Time

4 6 10 12 12 22

26

46

50

52

54 58 62 64

N E ED H ELP FI ND I NG T HE H ID D EN H A NG ER ?

Scan this QR Code for help in finding the hidden hanger on this month’s cover.

Good luck!

www.americandrycleaner.com

8/22/14 10:27 AM

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Page 1

“Business has never been better.”

“I don’t have to rely on anybody for information.

I can see immediately what I have for inventory, orders and accounts receivable.”

Becky Afendoulis, Owner of Afendoulis Cleaners

We Speak Cleaner 800.406.9649

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www.cleanerbusiness.com 8/2/13 11:39 AM

PR E-I N S P EC T I O N

When Things Go Bad

P

ardon me for deviating from commenting on this month’s topics but I have to share a quick tale and issue some heartfelt thank-yous.

The calendar on my desk read “Final Deadline,” and I was working on this very issue of American Drycleaner when my Mac laptop—the piece of equipment that I rely on most heavily in producing this magazine—suddenly Bruce Beggs stopped working. No matter what I tried, I couldn’t access the software I needed ... and the clock was ticking.

Publisher Charles Thompson

National Sales Director Donald Feinstein

cthompson@american trademagazines.com

dfeinstein@american trademagazines.com

Editorial Director Bruce Beggs

Digital Media Director Nathan Frerichs

bbeggs@american trademagazines.com

nfrerichs@american trademagazines.com

Production Manager Roger Napiwocki

Main: 312-361-1700 Fax: 312-361-1685

312-361-1680

312-361-1683

312-361-1682

312-361-1681

Nathan, our digital media director, also took a crack at resurrecting my Mac but had no luck. So what do you do when your star quarterback gets knocked out of the game? You bring in his backup.

Nathan quickly supplied another Mac, Roger provided the production tools I needed, and Carlo pitched in to take last-minute editorial tasks off my plate.

The fact you’re reading my column is proof we successfully overcame this obstacle and met our deadline, and I have our talented team to thank for that.

My question to you: How do you prepare for the unexpected, and who do you turn to when things go bad? O Contributing Editors Howard Kaschyk Carolyn Nankervis Howard Scott John Spomar Jr. Jean Teller Diana Vollmer Martin Young

Editorial Interns Lauren Dixon Charles Thompson II

SUBSCRIPTIONS 630-739-0900 x100 www.american drycleaner.com

Editorial Assistant Carlo Calma

American Drycleaner (ISSN 0002-8258) is published monthly except Nov/Dec combined. Subscription prices, payment in advance: U.S., 1 year $39.00; 2 years $73.00. Foreign, 1 year $89.00; 2 years $166.00. Single copies $7.00 for U.S., $14.00 for all other countries. Published by American Trade Magazines LLC, 566 West Lake Street, Suite 420, Chicago, IL 60661. Periodicals postage paid at Chicago, IL and at additional mailing offices.

POSTMASTER, Send changes of address and form 3579 to American Drycleaner, Subscription Dept., 440 Quadrangle Drive, Suite E, Bolingbrook, IL 60440. Volume 81, number 6. Editorial, executive and advertising offices are at 566 West Lake Street, Suite 420, Chicago, IL 60661. Charles Thompson, President and Publisher. American Drycleaner is distributed selectively to: qualified dry cleaning plants and distributors in the United States. No material appearing in American Drycleaner may be reprinted without written permission. The publisher reserves the right to reject any advertising for any reason. © Copyright AMERICAN TRADE MAGAZINES LLC, 2014. Printed in U.S.A.

4

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8/22/14 10:47 AM

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3/27/13 2/27/14 1:59 9:24 PM AM

TALK OF THE TRADE

Survey: Unreliability is most undesirable employee trait, majority of dry cleaners say

▲

CHICAGO — Dry cleaners deal with a number of challenges any given day, so the last thing they want is for their own employees to be part of the problem.

The majority of cleaners polled (43.1%) say being “unreliable” is the most “undesirable trait” for an employee to have, according to results from August’s American Drycleaner Your Views survey.

Dry cleaners also found these traits to be a “[sure] way for an employee to tick [them] off”: “Doesn’t follow rules” (13.9%), “Doesn’t work well with others” (12.5%), “Unmotivated” (9.7%), “Disloyal” (6.9%), “Lacks initiative” (5.6%), and “Fails to meet goals/deadlines” (1.4%).

The average number of full-timeequivalent (FTE) employees a dry cleaner oversees day to day is 18.8, according to survey results; the largest total reported was 155.

When asked if they’ve received any “formal training in personnel management,” 52.7% of dry cleaners say they have, and 47.3% report they have not.

“Finding good, reliable employees, whether experienced or inexperienced,” has become a personnel challenge for one dry cleaner.

“In our area, it is difficult to find workers,” says another. “At $10 per hour for non-skilled entry-level job, 6

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it is hard to draw applicants, so we let a little more go in terms of what the workers can get away with. Can’t afford to lose anyone.”

Regarding how personnel management plays into the success of a drycleaning business, one respondent says, “It affects every aspect of your operation.” Others say it is a “priority,” and that “it is critical” and “vital.”

American Drycleaner’s Your Views survey presents an unscientific snapshot of the audience’s viewpoint; due to rounding, percentages may not add up to 100%.

AATCC seeking to revise drycleaning test methods RESEARCH TRIANGLE PARK, N.C. — The Association of Textile, Apparel & Materials Professionals (AATCC) is seeking the participation of dry cleaners to help in the revision of its test methods.

Perc solvent used in several AATCC test methods has been identified as “potentially dangerous,” the Association says, and it is being phased out in some regions.

AATCC research committee RA43 is planning to update its test methods to include more “environmentally friendly” solvents.

These tests include: • Test Method 86-2011 Drycleaning: Durability of Applied Designs and Finishes • Test Method 132-2013 Colorfastness to Drycleaning • Test Method 158-2011 Dimensional Changes on Drycleaning in Perchloroethylene For participation in these tests, call Committee Chair Joseph J. Nilsen at 215737-2405 by Oct. 1. O 8

American Drycleaner, September 2014

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Top stories @ www.AmericanDrycleaner.com for the 30 days ending August 15

TOP NEWS STORIES 1. DLI Names 2014-15 Board of Directors 2. Tide Dry Cleaners Opens Doors to Several New Locations 3. Martinizing Dry Cleaning Names McGee Director of Franchise Development

TOP COLUMNS & FEATURES 1. Automation: Will It Make Your Drycleaning Plant More Profitable?

2. Human Resources Flash Points 3. Breaking Down Brokers 4. How the Right Image Boosts Drycleaning Profits 5. StatShot: Midwest, West Vie for Top Sales Boost in June WEB EXCLUSIVE!

TOP STORIES @ OUR SISTER SITES www.AmericanCoinOp.com: 1. Making the Most of Your Marketing Buck 2. FTC Halts Alleged Telemarketing Scammers, Issues ‘Cold Call’ Warning WEB EXC.!

3. In Memoriam: Mary Peet, SUDSY Vending Supplies 4. Mission Group Spreads ‘Laundry Love’...

www.AmericanLaundryNews.com: 1. AmeriPride Suits CSRs with ‘New Look’ 2. Report: Linen Efficiency Campaign Reduces Use by 12% 3. Measuring Operations for OPL Success 4. Why Do Laundry/Linen Managers Tolerate Difficult Employees?

www.americandrycleaner.com

8/22/14 9:56 AM

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THE NUMBERS

UNEMPLOYMENT figures

remained relatively unchanged in July, according to the Bureau of Labor Statistics. The unemployment rate stands at 6.2%, a mere 0.1% increase from the June figure, and 209,000 jobs were added to non-farm payrolls, bringing the total number of new jobs added to 9.9 million since February 2010.

“We have now seen six consecutive months with job growth topping 200,000, and 53 consecutive months of privatesector job growth – the longest streak on record,” says U.S. Secretary of Labor Thomas E. Perez. “The unemployment rate was down significantly, from 7.3% in July 2013.”

IN THE BEIGE BOOK issued July 16, the 12 Federal Reserve Districts, of the Board of Governors of the Federal Reserve System, reported expanding economies since the last report on June 4. New York, Chicago, Minneapolis, Dallas and San Francisco all reported moderate growth, 10

while the other districts (Boston, Richmond, Philadelphia, Cleveland, Atlanta, St. Louis and Kansas City) reported modest growth.

Most of the Districts indicated optimism for future growth.

THERE WAS ECONOMIC GROWTH in June, ac-

cording to the latest NonManufacturing Institute for Supply Management Report on Business. According to Anthony Nieves,

July marked 53rd consecutive month of private-sector job growth

chair of the ISM’s NonManufacturing Business Survey Committee, “The NMI® registered 56% in June, 0.3 percentage point lower than the May reading of 56.3%. This represents continued growth at a slightly slower rate in the non-manufacturing sector.”

THE NATIONAL ASSOCIATION OF REALTORS reports

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a decline in pending home sales of 1.1% in June compared to the May figures.

The decline came after three straight months of increases.

“Activity is notably higher than earlier this year,” says Lawrence Yun, the NAR’s chief economist, “as prices have moderated and inventory levels have improved. However, supply shortages still exist in parts of the country, wages are flat, and tight credit conditions are deterring a higher number of potential buyers from fully taking advantage of lower interest rates.”

Despite this, Yun expects an increase for the year’s second half. “The good news is that price appreciation has decreased to its slowest pace since March 2012 behind much-needed increases in inventory. With rents rising 4% annually, potential buyers are less likely to experience sticker shock and can make smart decisions on whether or not it makes sense to buy or continue renting.” O —Jean Teller www.americandrycleaner.com

8/22/14 9:32 AM

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E V E N T S C A L E N DA R

E DU C A TIO N & TR A INING

Sept. 20-22 China International Laundry & Dyeing Industry Exhibition (Laundry Expo).

To be held in Shangai, China. E-mail laundry@unifair.com.

Wetcleaning. DLI course, to be held Sept. 11-12 in Laurel, Md. Call 800-6382627 or visit www.dlionline.org.

Sept. 21-23 Independent Textile Rental Association Annual Conference. To be held in St. Pete Beach, Fla. Call 706-637-6552.

Sept. 25-28 Methods for Management Success 2014 Conference. To be held in Hilton Head, S.C. Call 253-851-6327.

Sept. 29-Oct. 1 Textile Rental Services Association Annual Conference. To be held in Las Vegas. Call 877-770-9274.

Oct. 3-6 EXPOdetergo Intl. To be held in Milan, Italy. Visit www.expodetergo.com.

Oct. 18-19 Pennsylvania and Delaware Cleaners Association Drycleaning & Laundry EXPO. To be held in Atlantic City, N.J. Call 215-830-8495.

Nov. 16-17 North East Fabricare Association Fall Fest Educational Conference. To be held in Portsmouth, N.H. Call 603-6350322.

Jan. 15-18, 2015 Brainstorming & the Five Stars Conference. To be held in Cancun, Mexico. Call NCA, 212-967-3002, or DLI, 800-638-2627.

April 16-19, 2015 Clean Show. To be held in Atlanta. Visit www.cleanshow.com.

Sept. 14-15, 2015 International Drycleaners Congress Convention. To be held in Osaka, Japan. Visit www.idcgroup.org.

Nov. 24-26, 2015 Texcare Asia. To be held in Shanghai, China. Visit www.texcareasia.com. O Post notices of your organization’s events on www.AmericanDrycleaner.com 12

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Avoiding Claims: What You Need to Know About Fabrics & Stain Removal. NCA course, to be held Sept.

14 in Cleveland. Call 212-967-3002 or e-mail ncaiclean@aol.com.

DLI Certification exam period is Oct. 4-12; registration closes Sept. 26. Call 800-638-2627 or visit www.dlionline.org.

Introduction to Drycleaning. DLI course, to be held Oct. 13-17 in Laurel, Md. Call 800-638-2627 or visit www. dlionline.org.

Advanced Drycleaning. DLI course, to be held Oct. 20-31 in Laurel, Md. Call 800-638-2627 or visit www.dlionline.org.

Wet Cleaning. NCA course, to be held Oct. 26 in New York City. Call 212-9673002 or e-mail ncaiclean@aol.com.

Basic Pressing & Finishing. NCA course, to be held Nov. 8-9 in Bronx, N.Y. Call 212-967-3002 or e-mail ncaiclean@aol.com.

NY State DEC Certification. Twoday NCA course, to be held Nov. 9 and Nov. 16 in Nanuet, N.Y. Call 212-9673002 or e-mail ncaiclean@aol.com.

Avoiding Claims: What You Need to Know About Fabrics & Stain Removal. NCA course, to be held Nov. 23 in New York City. Call 212-967-3002 or e-mail ncaiclean@aol.com.

Basic Spotting 101. NCA course, to be held Dec. 7 in Bronx, N.Y. Call 212-967-3002 or e-mail ncaiclean@ aol.com. O

www.americandrycleaner.com

8/22/14 9:29 AM

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Marketing:

Getting Back to Basics Procrastination is no match for an action plan built on tried-and-true promotional methods

(Photo: © iStockphoto/dem10)

By Diana Vollmer

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American Drycleaner, September 2014

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▲

W

hile every dry cleaner has good intentions of effectively marketing to their clients and prospects, marketing is too often pushed down the priority list.

This is often due to daily demands of running a business, or tight cash flow that can be loosened by cutting an easy-to-lose expense item. However, just as often, it is due to procrastination caused by the lack of a creative plan.

www.americandrycleaner.com

8/22/14 9:26 AM

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See us at Cleaners Showcase Booth 500

When suggestions are presented, common responses are: • • • -

the program is much easier to manage and

NO. 1: KNOW YOUR CUSTOMERS.

-

One way to overcome inertia and procrastination is to get back to marketing basics, and do it with a committed vengeance. Once the framework is in place, the program is much easier to manage and maintain.

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▲

(Photo: © iStockphoto/cmcderm1)

NO. 2: COMMUNICATE REGULARLY WITH CLIENTS. www.americandrycleaner.com

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(Image licensed by Ingram Publishing)

If CSR Jane knows Mrs. Jones has a dog she adores, it is natural for Jane to suggest that the dog’s bed needs bimonthly cleaning and its winter sweater should be cleaned for storage at the end of the season.

communicate regularly with them.

This communication must focus on them, and what you can do for them. A quick test for customer focus is to count all of the “you” and “your” words in the message. That number should be at least three times the number of “we,” “our,” “I” and “me” words in the message.

Some of the most successful ways to communicate with your customer base and prospects include assigning segments of your clientele to each customer sales representative.

For example, customers with names ending in A through D are assigned to CSR Sally, E through L to CSR Thomas, etc. This gives the sales reps an opportunity to get to know specific clients so they feel comfortable talking to those clients 18

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and cross-selling appropriate services.

If CSR Jane knows Mrs. Jones has a dog she adores, it is natural for Jane to suggest that the dog’s bed needs bimonthly cleaning and its winter sweater should be cleaned for storage at the end of the season. Through conversation, Jane will also discover that Mrs. Jones’ favorite charity is holding a fundraiser soon and she will need to look her best, so she will want her dress ready in a timely basis. In such a case, Mrs. Jones will undoubtedly feel Jane really cares and will be even more loyal to the company because she and her lifestyle are understood.

Each CSR should contact the clients in his or her assigned group periodically on a specified schedule to convey information important to the customer.

Divide the total customer base using a rating system based on current expenditures. The relationship development effort will vary by the designation, i.e. your business will give more personal attention to “A” clients than to “B” and “C” customers. The “A” clients may get a phone call (depending on their favored way to communicate). The “B” group may receive a newsletter or e-mail instead. The goal is to increase the share-of-wallet of each client.

NO. 3: TAILOR PROMOTIONAL CONTENT. The profiling discussed previously will help guide appropriate ways to reach your target audience.

Print Media Print media may have lost favor in recent years but the publications that still exist are highly targeted. Weigh the potential against the cost. Now that fewer people read newspapers, print publications may be www.americandrycleaner.com

8/22/14 9:26 AM

affordable for you to reach the traditional customer still reading their news. Business executives may be reached through the local version of a “Business Times.”

Remember: It is not the quantity of people you reach but rather the quality as compared to your target match.

If select print media is indicated, negotiate for the best possible positioning in the publication. For example, the top righthand corner on Page 3 has been historically the most productive spot.

Television Most dry cleaners believe TV advertising is too expensive. With the capabilities and targeted reach of cable TV, this is no longer the case.

If you have not checked TV rates for your market lately, you should do so. Like radio, the psychographics of viewership by time of day and by specific program are available to you. Matching your best customer profile with targeted TV shows is both affordable and effective. Don’t assume you know what your client base watches, and don’t assume that www.americandrycleaner.com

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Electronic Media So much has been said and written about electronic media that it won’t be repeated here.

• Follow the rules of SEO (search engine optimization).

• Add interesting content that will make your audience want to continue receiving your messages.

• Send to a targeted list.

• Provide for an “opt out.”

Signage Signs are an investment. With all investments, the cost-benefit analysis is critical. Don’t be short-sighted by undercutting the initial cost and thus short-change the future benefit of impactful signage.

The appropriate branding and

▲

Radio Several dry cleaners have reported successful marketing via radio despite the prevalence of ad-free radio. Each station can provide detailed psychographics of their listeners by time of day and by specific program. If they don’t offer this in the sales presentation, push until you receive it. Do not just trust your instincts or those of the sales rep. The process of matching customers and listenership profiles has become more scientific, so take advantage of the expertise.

they all record their favorites for later viewing.

(Image licensed by Ingram Publishing)

Matching your best customer profile with targeted TV shows is both affordable and effective.

American Drycleaner, September 2014

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visibility are critical to a successful marketing campaign through signage. Budget accordingly, and amortize it over the life of the sign.

Review the visibility both day and night and from all possible angles. One way to do this is to string red plastic tape in the exact location of the proposed sign and determine if you can “see” it from all angles. Another is to temporarily mount lettering that is in the size proposed and test the farthest distance away that it can be read.

Vans Vans have at least as much marketing significance as utilitarian inventory transport value. Remember this when choosing the style and design of your vans. This obviously applies to new vans but also to old ones as well, which need to be upgraded periodically to match your image.

Don’t forget to print your logo and contact information on the roof! To prove the value of this signage, go to a second-story window to see the most visible part of the van.

Displays In-store displays are one of the most overlooked marketing tools available to dry cleaners. The captive audience of customers can easily be reminded of things that they need done for them that you can do. This can be accomplished by using flat-screen TVs displaying a consistent professional message, or physical displays of specialty services, i.e. UGGs, bridal gowns, household textiles, handbags and hats.

Ensure the displays look professional.

One note: Most CSRs (and other people) 20

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Vans have at least as much marketing significance as utilitarian inventory transport value.

(Image licensed by Ingram Publishing)

do not have this skill. A professional look can be achieved by hiring the designer who does the displays for your favorite store. You might be able to barter cleaning for this surprisingly affordable service.

Contests All of the efforts that I’ve discussed can be enhanced when supplemented by contests. They are usually contests for members of your team, but they can involve customers as well, i.e. best Halloween costume or the cutest pet.

NO. 4: MAKE A PLAN. Whatever resonates with you can be planned in a dedicated afternoon. Then implementation becomes a matter of managing the action plan, the assignments, the timelines and the accountabilities. O Diana Vollmer is managing director at Methods for Management (MfM) Inc., which has served the drycleaning and laundry industry with affordable management expertise for improved profitability since 1953. For assistance with marketing planning and implementation, contact Vollmer at dvollmer@ mfmi.com or 415-577-6544. www.americandrycleaner.com

8/22/14 9:26 AM

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SP O T T IN G T IP S

Working with Wools and Silks

T

he summer of 2014 is in the rearview mirror, and the fall season is rapidly approaching. With the seasonal change, we will see a reduction in the number of lightweight cellulose fiber garments in whites and pastels, replaced by heavier materials of protein fibers and protein fiber blends.

These garments containing protein fiber offer a unique set of characteristics that must be taken into consideration when cleaning and in supplemental stain removal.

As you know, protein Martin Young fibers come from an animal.

Even if the garment is a blend of protein and other fibers, the protein fiber content cannot be ignored. The most common protein fibers are silk, wool, angora, cashmere and camel hair. I still have a tan camel hair overcoat that my parents gave me in 1970 when I was in college. It is still warm and weatherproof, but now my granddaughter wears it in the snow.

WOOL FIBERS. Two types of construction categorize wool garments.

Woolens are garments that have a soft surface, the result of a low twist on the yarn and a loosely woven fabric. These characteristics mean the 22

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garment is easily pilled by anything other than light mechanical action. In addition, the counter staff should pay close attention to “wear areas” such as the underarms and elbows.

Worsted wools are characterized by a smooth, flat surface that is the result of high-twist yarns.

One characteristic of wool works against the cleaner and spotter. Wool can absorb almost one-third of its weight in moisture and still feel dry to the touch. This means, unfortunately, beverages will penetrate deeper and more quickly than they do in most other fibers. Therefore, coffee and wine are more difficult and more time-consuming to remove from a wool garment.

It is fortunate that wool tolerates neutral synthetic detergent (NSD) and most tannin stain-removal formulas quite well. With a little patience, most tannin stains can be removed from wool garments with no more than standard tannin protocols.

Most white and light-colored wool garments have been treated with an optical brightener to enhance their appearance. This brightener is a surface finish that is sensitive to alkali and mechanical action. Once this finish has been disturbed, the area will take on a flat or sometimes gray appearance, and the damage is usually irreversible. www.americandrycleaner.com

8/22/14 9:22 AM

SILK GARMENTS. Another protein fabric that requires careful handling is silk. Silk fiber is the result of unraveling the cocoon of a worm, and the fabric is fragile due to the finer denier of the strands the worm spins to form the cocoon. Silk loses much of its tensile strength when exposed to moisture and/or alkali. Perspiration is a combination of water and salt, a strong alkali.

The dark circles in the underarm areas of a silk garment are caused by perspiration, and the darker the fabric the older the stain. Expect the area of fabric to be weak. If you chose to use bleach on silk, or any protein fabric, limit the application to 3% hydrogen peroxide. Most silk fabric is sized to give it the desired level of feel and drape, and the sizing is easily shifted by spotting.

Pay close attention to any ringing while spotting silk fabric. At the first sign of a www.americandrycleaner.com

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(Photo: © iStockphoto/Romanchuck)

Go lightly when using mechanical action on white wool; use a lighter touch for a longer period. Always flush a protein stain remover immediately when it is used on a protein fabric.

A word of caution: Wet cleaning is gaining broad acceptance in the cleaning industry, but there is a vast difference in true wet cleaning and what some operators consider wet cleaning. Wool can be permanently and irrevocably damaged if not protected when exposed to water. The damage is a type of shrinkage referred to as felting, and it is characterized by a drastic reduction in garment size combined with a noticeable hardening. Any combination of water, heat, mechanical action and (especially) alkaline detergent will likely ruin a wool garment, if accepted wetcleaning methods are not followed.

problem, stop and cover the area with a leveling agent. When spotting silk on the wet side, always dry the area completely, as wet silk is subject to chafing as well as redeposition. As is the case with wool and other protein fabrics, assume that white and pastel garments contain an optical brightener that can easily be damaged by alkali and mechanical action.

Garments constructed of protein fabric are desirable and durable for consumers.

Most protein garments are perceived to require dry cleaning. In fact, dry cleaning gives a superior finished product and is safer, in most cases, when cleaning garments constructed of protein fabric.

The additional garment volume generated by outerwear constructed of protein fabric is a welcome increase in business during the cold weather months. Do a good job on wool and its “cousins” and set yourself apart from the competition. O Martin L. Young Jr. has been an industry consultant and trainer for almost 20 years, and a member of various stakeholder groups on environmental issues. He grew up in his parents’ plant in Concord, N.C., Young Cleaners, which he operates to this day. Contact him by phone at 704-786-3011, e-mail mayoung@vnet.net.

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UP C O M I N G E V E N T S

Clean Show Opens Housing Bureau for 2015 Event

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ttendees to next year’s Clean Show in Atlanta can now make lodging reservations via the trade show’s Housing Bureau, reports show manager Riddle & Associates.

Clean Show organizers have published a list of 12 downtown Atlanta hotels that are offering “special discounted rates;” a check shows they range from $149 to $199 nightly during the April 16-19 event.

“Show management has contracted with all of the official hotels so we may offer Clean 2015 exhibitors and attendees quality hotel-room options at a great price,” says Riddle & Associates.

The show’s five sponsoring trade associations have selected “headquarter” hotels that will be primarily occupied by attendees and exhibitors from their specific segment of the industry. They are: • Drycleaning and Laundry Institute — Hilton Atlanta • Coin Laundry Association — Hyatt Regency Atlanta • Textile Care Allied Trades Association and Textile Rental Services www.americandrycleaner.com

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Association — Omni Hotel at CNN Center • Association for Linen Management — Sheraton Atlanta Other official Clean Show hotels include Courtyard Atlanta Downtown, Doubletree

by Hilton Downtown, Embassy Suites, Hilton Garden Inn, Holiday Inn Centennial Park, Marriott Marquis, Ritz-Carlton and the Westin Peachtree.

Complimentary shuttle buses to and from the Georgia World Congress Center will be provided at all headquarter hotels and within two blocks of all other official Clean 2015 hotels, according to Riddle & Associates.

The housing form, as well as a complete list of all official Clean 2015 hotels and rates, is available on the Clean Show Housing Bureau web page: www. cleanshow.com; click on “Attending Information,” then “Hotels.”

The deadline to make lodging reservations via the Housing Bureau is March 13.

To learn more about Clean 2015, contact Riddle & Associates at 404-876-1988. O American Drycleaner, September 2014

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OT H ER S I D E OF T HE C O U N T E R

Do They Clean UGG Boots in Australia?

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elevation is about 7,300 feet—and that it is the driest outside of Antarctica.

I’m not certain what these bits of information are going to do to help me, other than I won’t have to worry about a lot of humidity and frizzy hair.

(However, after carefully re-reading my traveler’s guide, I see now that it’s not humid in the interior of the country but Sydney has a Mediterranean climate.)

There are a few things I’m certain about as I prepare for my Australian audience. Customers still need and want service. It can make or break a business. It has nothing to do with where you are in the world. Everyone wants to know why a customer continues to use a dry cleaner or why they quit. It’s customer acquisition and retention.

Customers still need and want service. It can make or break a business. It has nothing to do with where you are in the world.

It’s the basics. And sometimes basics are hard to focus on or to get right. I recently cut out a cartoon from the New Yorker magazine. It shows a caterpillar on a couch in a counselor’s office. Perched on a chair is the

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s I am writing this column, I am preparing to speak at the DIA Twin Clean Showcase in Sydney, Australia. This is my first trip and, like a lot of Americans, I don’t know as much as I should about the world’s largest island.

Simple things are puzzling me right now. If I say, “Don’t take that ratty shirt from a customer because it will end up being your problem.” How does “ratty” translate? Does it mean something different to the Aussies? Will they think I am talking about small animals that have eaten a shirt?

What about Staples’ “Easy” button? Does a picture of the button that I use in one Carolyn Nankervis of my workshops here in the United States translate into something altogether different? Does “easy” mean something that has nothing to do with providing customer service? I’m talking about providing customer service one time—a oneand-done manner. I might stick to “one and done” when I talk.

For that matter, do Australians like to be called “Aussies,” or is this something I read somewhere that isn’t especially flattering? I’m overwhelmed with questions!

I have read that Australia is the flattest continent on earth—its highest

www.americandrycleaner.com

8/22/14 9:16 AM

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8/4/14 4:02 PM

OT H ER S I D E OF T HE C O U N T E R counselor, a beautiful monarch butterfly.

The caption reads, “The thing is, you really have to want to change.”

As service providers, dry cleaners in Australia have a workforce that differs from the U.S. workforce. Nationwide, nearly one-third of all employees are parttime; in the States, part-timers comprise about 19% of our workers. From a customer service training perspective in Australia, it means that there are fewer full-time employees, and there is much more job changing going on.

In any country, it can be challenging to hire (and keep) customer service representatives who are motivated and ready to

(Image licensed by Ingram Publishing)

From a customer service training perspective in Australia ... there are fewer full-time employees, and there is much more job changing going on.

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learn and work. A lack of prestige, and not being valued for the hard work it takes to provide good service, are certainly obstacles. These, too, are basics.

The best dry cleaners in the business realize training a CSR requires more than the processes for taking in and returning items to customers. The best CSRs in the business know about fabrics; fashion; drycleaning services; stains and removal; and daily/weekly/monthly specials. Plus, they communicate well with customers, the plant, the delivery person, and oh, yes, the owner.

As I’m working on my speech, here’s what I’m talking about: Great CSRs are like a golf tee and an airport runway. They serve two important roles: • Setting customer expectations for what can (and can’t) be cleaned. It’s not possible to make a hole-in-one without a tee.

• Providing service to the customer —no matter how bumpy. You can’t have a smooth takeoff without a runway.

As I have mentioned in this magazine previously, great customer service at the counter saves money and retains customers. Just the basics.

(I’ll find out about the UGG boots when I get to Australia.) O Carolyn B. Nankervis is president of MarketWise Consulting Group, Appleton, Wis. A former director of marketing, sports writer, radio announcer and TV producer, she is a frequent speaker on customer service and marketing topics. She can be reached at carolyn.nankervis@marketwi.com, 920-735-4970. www.americandrycleaner.com

8/22/14 9:16 AM

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6/9/14 10:16 AM

Passing On Your

By Lloyd R. Manning (Photo: © iStockphoto/Dean Mitchell)

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www.americandrycleaner.com

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r Drycleaning Plant Intergenerational business transfer deserves objective, unbiased look before committing

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everal months ago, the Wall Street Journal reported that the next several years will bring about the largest intergenerational transfer of goingconcern businesses in history. The entrepreneurial baby boomers wish to phase out, with more than two-thirds wanting their business to remain within the family.

However, some express legitimate concerns. Many business owners, including those who own and operate drycleaning plants, have developed a profitable enterprise only to see it frittered away.

Not all children share their parents’ commitment and expertise. Many lack experience and day-to-day management skills. Some may not want to be in the drycleaning business. Others may have the desire but lack management ability. Is the Boy Wonder really the Boy Blunder?

The problem becomes how to find the best way to pass the drycleaning plant to one’s progeny with the minimum of sibling rivalry. How does one properly structure an interfamily company transfer that satisfies everybody? Can one pass the business to one family member yet bypass the others?

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The problem becomes how to find the best way to pass the drycleaning plant to one’s progeny with the minimum of sibling rivalry.

There are some advantages for the offspring to acquire their parents’ business: • commence well ahead of the takeover date.

• • ers, key staff and customer loyalty is easier for an insider.

•

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WHAT DO YOU WANT? Before contemplating the mechanics of an interfamily business transfer, parents should give serious

consideration to what is most important to them. Is it a large lump sum in cash, an annuity-type retirement income, seeing the kids set up, or keeping Dad’s name over the door?

What’s in it for you? What’s in it for them? Hard though it may be, perhaps impossible, before doing anything, an objective and totally unbiased inward look is a prerequisite. The basis for all business decisions should be as if you were selling to a stranger. Otherwise, what you want may not be what you get.

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•

EQUITABLE DOES NOT MEAN EQUAL.

THERE ARE SOME DISADVANTAGES, TOO.

If several children are involved, who manages the business and who presses pants?

FAMILY SQUABBLES.

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www.americandrycleaner.com

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It’s great to be hopeful and a bit hard workers, thrifty ship. They have all blind when dealing with one’s own, or as good at manthe same rights and but realism and practicality are agement. They fight, privileges accorded often more crucial. lose interest, have an outsider. Thus, the marital problems, buy-sell, and any subdivorce, and somesequent shareholder times die prematurely. Accordingly, the agreement, must clearly spell out who can watch words are Caveat venditor—Let the or cannot do what, when, and how. Beseller beware. cause of diminished negotiating strength and sentimental attachment, it is easier to be placed into an unfavorable legal and tax PERSONAL AND LEGAL PROBLEMS. The greatposition with an interfamily transfer than est problems in interfamily transfers are an arm’s-length sale. With sufficient prenot legal in nature but personal. The first planning, most of these problems can be step is to ensure that the parents’ wishes substantially reduced. are made known to the family, and can be met with the constraints either overcome or reduced.

SETTING THE VALUE. To determine a credible It’s great to be hopeful and a bit blind market value estimate, it is wise to obtain when dealing with one’s own, but realism a professional business appraisal. This and practicality are often more crucial. It will establish the foundation for equitable is important to bear in mind that the faminterfamily negotiation and ensure that the ily or a family member must want to be in transfer from parents to the family will the drycleaning business, can comply with be fair to all. And, it will be far easier to convince the Internal Revenue Service that parental objectives and, once in ownership, be able to operate and maintain it. Often your value is fair and not just guesswork. it is the non-financial considerations that The most difficult area is the valuation prescribe the criteria. of goodwill. Few buyers recognize its exFinally, plan well ahead. Ensure that all istence, or if they do, assign little monetary agreements are legal in nature, drawn by value. However, it is easier for a parent to the best of lawyers, aided by the best of tax convince the family that there is substanaccountants. Do not let yourself become tial goodwill and that it should be paid involved in a drawn-out family fight befor. Who tells a feisty parent that the only cause someone feels short-changed, or be value is the real estate (if owned) and the clobbered by the IRS because the transiequipment, that the years of building the tion was not handled properly. O business are for naught?

Except where there is the untimely Lloyd R. Manning is a semi-retired commercial death of a parent, interfamily transfers are real estate and business appraiser who resides structured at a time when everybody loves in Lloydminster, Alberta, Canada. He has written six business books; his latest, Winning With everybody else. (For that matter, so are Commercial Real Estate — the Ins and Outs of partnership agreements.) Unfortunately, Making Money in Investment Properties, is availchildren do not always honor their parents’ able online from Booklocker Inc., Barnes & Nobles wishes, are not always sensible, concerned, and Amazon.

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Dad & Son Cleaners All About Family

By Charles Thompson II Three generations of Halsells have built Cleveland business James Earl Halsell (left) and son Jeffrey Halsell pose outside their Cleveland dry cleaner. (Photo: Dad & Son Cleaners)

since opening in late ’50s

W

hen asked about his drycleaning business that’s been serving Cleveland customers for 56 years, owner James Earl Halsell, 76, says that the “future looks bright.”

James Earl owns and operates Dad & Son Cleaners with his son, Jeffrey. Before James Earl was the “Dad” of the family business, he was the “Son.”

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LOOKING BACK. James Earl Halsell was still in high school when he started in the drycleaning industry in the ’50s, sweeping and doing odd jobs around his uncle’s dry cleaner.

The part-time job introduced him to the industry in which he would work the rest of his life.

After James Earl graduated from local East Tech High School in 1958, his father, James Clyde Halsell Sr., asked him if he would like to open up a dry cleaner with him.

The elder Halsell was working at 36

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www.americandrycleaner.com

8/22/14 8:42 AM

Have you invested in renovations, equipment upgrades, or a whole new drycleaning plant? Enter your plant in the 54th Annual American Drycleaner Plant Design Awards!

Every year, the magaCelebrating zine honors the best new plants and renovation projects, recognizing Years! them for appearance, efficiency, convenience and comfort.

Your plant could be next!

You can find our online entry form at: https://americandrycleaner.com/54thannual-plant-design-awards-entry-form

54

Fill out the form completely and upload a layout (blueprint or sketch) and several photos (300 dpi digital files are preferred, but color photos will also suffice) that show off the features that make your drycleaning plant an excellent place to do business.

And include any information you feel is relevant to the way your plant’s design attracts customers and fulfills your production needs. The more detailed the entry, the better!

Perhaps you’ll join the likes of previous grand prize-winners Corona Del Mar (CDM) Cleaners, Newport Beach, Calif.; Rainbow Cleaners, Oxford, Miss.; and Margaret’s Cleaners, San Diego, Calif., at the pinnacle of the drycleaning industry.

But you can’t win if you don’t enter!

Entries are subject to verification. Contact Editorial Director Bruce Beggs, 312-361-1683, bbeggs@ americantrademagazines.com, with any questions.

American Drycleaner is accepting entries until Friday, Oct. 3.

Good luck!

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6/23/14 10:53 AM

bag with no tag and simRepublic Steel at the time ply tell him that they will and knew of a woman who For 15 years, until be back to pick them up. was interested in selling James Clyde Halsell Sr. When the customer returns her drycleaning business. died in 2000, the three two or three days later, they Thanks in part to James generations of Halsells will find all of their clothes Earl’s background in dry worked together at done the way they needed cleaning, the two Halsells the dry cleaner. them, he says. If a loyal made a good team when customer asks, they will purchasing the business even deliver the patron’s and named it Dad & Son garments to their home.

Cleaners. That same year, With customers from all in July, James Earl became generations of families in a father himself, naming the area, over the many years, Dad & Sons his firstborn son after his father.

Cleaners was able to beat out the competition, Halsell says, and “now is the only dry HANDLING THE COMPETITION. “In 1958, cleaner in the area.” there was approximately 16 cleaners in the area,” James Earl Halsell recalls. With their work cut out for them, the Halsells CHANGES OVER THE YEARS. Their success can labored hard, leaning on quality service and be partially credited to a 1970s change of hospitality to make a name for themselves location to a different store not far from the with customers. original on Wade Park Avenue. The HalOver the years, Dad & Son Cleaners sells decided to move roughly a mile east made plenty of loyal customers whom the to 9301 Wade Park Ave., across the street Halsells say spread the word of their busifrom the site of a new shopping center ness to friends and family. being built.

“We have had customers that have The company took advantage of the trafpassed on, and their sons and kids have fic generated by the shopping mall, yet was come in to continue to support us. Even still able to keep all of its loyal customers. their grandkids support us,” James Earl says.

A few years later, James Earl’s son, Dad & Son Cleaners covers 1,800 James Clyde Halsell, decided to join the square feet and is equipped with a Firbifamily business. For 15 years, until James matic drycleaning machine, two Hoffman/ Clyde Halsell Sr. died in 2000, the three New Yorker presses consisting of a legger generations of Halsells worked together at and a utility press, and a Cissell form the dry cleaner. finisher and puff iron.

Today, James Earl says that he still talks Of the approximately 2,000 pounds of to his father in spirit and receives guidance garments processed each week, about 75% to get the job done around the business. are dry cleaned.

“Whenever there was something to be Many customers place so much trust repaired or installed, we did it together, and in their service, Halsell says, that they will I learned from him,” James Earl says. “And sometimes come in with their clothes in a now when I run into a problem, I say, ‘OK, 38

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www.americandrycleaner.com

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Pops, what would we do to get this done?’ and he would tell me to check this out, and do this, make sure that this is correct, and it works.”

Most recently, James Earl suffered another loss when son James Clyde died in August 2013 at the age of 55.

Son Jeffery, 54, returned home to Cleveland from Los Angeles to cover his older brother’s position in the company, and has become the “Son” in Dad & Son Cleaners.

Jeffery hasn’t been in the business long, but he’s hit the ground running, learning from his father just as his father learned from his. He’s working hard to fill the shoes of his grandfather and brother.

STILL GOING STRONG. James Earl reflected on

his years so far in the industry, and passes on to others that, “Today, people are busy; husbands and wives are both working, and there is little time for them to do their laundry and dry cleaning. And if there is a plant that is available at a reasonable price that has dependability, they will bring their garments to you, so they can have their own leisure time.”

James Earl and Jeffery Halsell, with the help of a “repair lady,” work with no end to the company in sight.

As the Halsells continue to run the cleaners born some 56 years ago, the more things seem to change for them, the more they seem to stay the same. O Charles Thompson II is an intern for American Drycleaner.

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Risk Management 101 (Photo: ©iStockphoto/leszekglasner)

Understand your responsibilities, take steps to thwart hackers

By Mark E. Battersby

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PROTECTION BASICS. More and more responsibility for the protection of this personal data continues to fall on businesses. Any drycleaning business that takes names, Social Security numbers, and other sensitive customer information is required by law to take all the necessary steps to protect this data from loss and theft. In fact, it is the drycleaning operation’s obligation to protect the data and the financial

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lthough October has been recognized as National Cyber Security Awareness Month, every drycleaning or laundry owner or manager should be able to recognize the security threats and risks inherent in living in today’s digital world.

The use of credit and debit cards is at an alltime high, but the risk of fraud and financial loss doesn’t end there, making it extremely important to protect your drycleaning business’ data and information.

The most valuable assets of every business now involve some form of Internet connections and data storage of

customer lists, books, records, receipts, tax documents, intellectual property and trade secrets. We correspond through e-mail, transfer information through the Internet, and hold webinars and training and business meetings online. Many businesses are even completely paperless.

www.americandrycleaner.com

8/21/14 4:50 PM

Download Magazine Central and read American Drycleaner on your iPad or Android Tablet Step 1: Go to your App Store and type Magazine Central into search bar

Step 2: Click the

box to install the app (you won’t have to do this again)

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12/9/13 10:57 AM

information of its customers, suppliers and employees.

To the uninitiated, the greatest risk might seem to lie with high-profile and high-risk businesses. But it is small- to medium-sized businesses that are increasingly finding themselves at risk. According to a recent study by the U.S. Secret Service and Verizon Communications, more than 72% of all data breaches occurred in smallor medium-sized businesses.

CREDIT CARDS. When a brick-and-mortar merchant physically accepts a credit card for an authorized charge, they will get paid so long as the business has conformed to Although liability may or may not be limited, there are severe penalties for losing credit card data.

the regulations—even if a stolen credit card is used. In general, when it comes to who is liable to pay for credit card fraud, the card association typically picks up the costs.

Naturally, any business accepting the card will still have some associated costs, such as the cost of processing the order, expended supplies or services, handling the charge-back, etc. It is a similar story in the card-not-presented world, only the merchant is typically the one paying for the fraud. It has also lost the services performed, all of the overhead costs spent on the order and, in many cases, a chargeback fee will have to be paid.

Although liability may or may not be limited, there are severe penalties for losing credit card data. Many merchant service agreements make the drycleaning 42

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business responsible for the expenses of forensic investigations, credit card reissuance costs and the fraud conducted on the stolen cards.

THE PROBLEM TIMES TEN. So-called “cyber hacking” is big business, and no one—not individuals, not small businesses, not large corporations—is safe. All of a drycleaning operation’s data, including the names of customers, their contact information and the Social Security numbers of employees, are valuable information to a cyber-hacker.

In the United States, most states have breach notification laws, and other countries are following suit. Written notification must be sent to those individuals who have been affected. Even where such laws are not in place, a reputable drycleaning business should provide breach notification.

Social media sites expose information at light speed with little control. A business site as well as an employee’s activity on social media sites can trigger liability, especially if the business is responsible for the sites. Defamatory statements, leaked information and copyright infringement are all growing concerns.

It is becoming more and more likely that a drycleaning business’ reputation will suffer from a cyber security breach. Losing the trust of customers can be much more damaging than the financial loss of repairing the effects of any breach.

Making matters worse, a drycleaning business may be held liable for the loss of third-party data. If there is a data breach, the operation could find itself facing expensive damage claims.

DO-IT-YOURSELF RISK MANAGEMENT. The increasing threat of data security breaches www.americandrycleaner.com

8/21/14 4:50 PM

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ing operation’s data, reduce its potential liability and, in many cases, reduce the cost of insurance, include: • Controlling access to data.

• Limiting delivery and exchange of customer-related documents and information to secure channels.

• Leveraging firewalls, virtual private networks, and anti-virus/anti-spam software as well as securing access to networks and mobile devices.

• Conducting regular assessments of possible risks to reveal hardware, software and individual site vulnerabilities.

• Creating and implementing a data security plan that includes immediate notification of all affected parties.

• Sharing the liability by demanding similar protocols with vendors,

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makes it important for every dry cleaner to reinforce their security practices. But how can any dry cleaner or laundry business manage this risk?

Security experts agree that the easiest place to start is strong password protection. Yes, password protection, something a surprising number of IT-sophisticated businesses often fail to master. Many recently exposed “hacking” cases have been traced back to weak passwords that were either (1) not encrypted or “salted,” or (2) not changed regularly.

If managing passwords for all of the operation’s servers, apps, cloud services, databases, tablets and laptops seems daunting, there are affordable password management professionals and software that will do it for you—usually with a big price tag.

Other tips to help secure the dryclean-

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and checking for compliance.

A drycleaning business purchasing cyber liability insurance will have special protection against digital issues.

INSURANCE TO THE RESCUE. The data in your drycleaning business is probably not protected, since liability for loss of customer or employee data is not typically covered under many of today’s insurance policies.

Some existing business insurance policies do offer general liability while directors and officers (D&O) liability may provide a measure of coverage for these areas. However, as the risk escalates, many dry cleaners are discovering significant gaps in what is and what isn’t covered after a hack attack. Unfortunately, by then it’s too late.

A business interruption insurance policy will rarely come to the rescue in the event of a system failure caused by a malicious employee, computer virus or a hack attack on the drycleaning business. Identity theft, telephone hacking and phishing scams are other very real possibilities rarely covered by traditional business interruption policies.

While few “umbrella” policies or blanket liability insurance policies cover these types of losses, a new form of insurance, cyber liability insurance, has been available for almost 10 years. Unfortunately, it is rarely purchased.

Cyber liability insurance can cover hacker attacks, viruses, and worms that steal or destroy a drycleaning business’ data. Even e-mail or social networking harassment and discrimination claims can be covered along with trademark and copyright infringement.

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Cyber liability insurance will often cover the loss of profits because of a system outage caused by a nonphysical peril, such as a virus or attack.

A drycleaning business purchasing cyber liability insurance will have special protection against digital issues. The new cyber insurance products available today can help protect the business from cyber problems that could cause tremendous hardships.

When looking into cyber insurance, common sense dictates that all potential risks should be covered, including laptops and mobile phones. Portable devices make it much easier to both store and to lose information. For example, a missing USB stick, a stolen iPad or a laptop left in a taxi are all real possibilities and, for a hacker, a gold mine. There are viruses being built just to attack mobile devices.

A good insurance company will make sure the drycleaning business has all possible protection in place. It can make sure a firewall is in place to protect the network and help create social media policies that reduce risk. Even if data is stored in the cloud, the business may still be liable for a breach. Although controlling how a cloud provider handles the operation’s data is almost impossible, cyber insurance can protect the drycleaning operation from their mistakes.

Large corporations may have risk management budgets, while small businesses usually don’t. Unfortunately, most hack attacks target businesses with less than 250 employees, a group where few have www.americandrycleaner.com

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the financial means to pay the fees and lawsuits that come with privacy breach or data loss, but also to stay afloat throughout the process.

HACKING THREATS. A few stats to keep in mind about cyber risk: • The cost of a data breach per record, according to the Ponemon Institute, is $204; • The average total per-incident cost of a data breach, also according to Ponemon, was $6.75 million; • Identity theft is the second most common concern among Americans today, according to Travelers’ Consumer Risk Index; • A recent Pew Research survey showed 21% of Internet users have had an e-mail or social networking

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account compromised or taken over by someone else without permission.

The bottom line for many drycleaning businesses is this: Hackers are getting more sophisticated every day, sometimes forming syndicates of like-minded criminals to share information and new techniques. Businesses, even small businesses, are increasingly in their crosshairs and need to use every protection available to fight back against the growing cyber threat. O Information in this article is provided for educational and reference purposes only. It is not intended to provide specific advice or individual recommendations. Consult an attorney or insurance agent for advice regarding your particular situation.

Mark E. Battersby is a freelance writer specializing in finance and tax topics. He is based in Ardmore, Pa.

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IN D U S T R Y O BS E RV A T ION S

Work on Staffer Shortcomings

A

s dry cleaners, we hire lots of people. Some are fantastic employees, some are average, and some leave much to be desired. It’s my hope that we don’t allow the poor performers to remain long, and we try again with new blood. But, maybe, just maybe, part of the problem is that you owners are unwilling to work with a staffer and to put forth extra effort to see that the individual improves.

One dry cleaner told me, “I hire the best candidate, put him through a one-week training, and see how he works out. If he works out, I have a new employee. If he doesn’t Howard Scott work out, I get rid of him.

I’m just too old to spend all my time trying to get employees to do what they should be doing.”

Perhaps spending some time and doing it in such a way as to impart real knowledge would result in less staff turnover.

Employee rehabilitation has two parts. First, convincing the employee that she’s doing something incorrectly, and second, giving her the tools to improve. One prong is just as important To find past columns from Howard Scott or share this month’s with your colleagues, visit www.americandrycleaner.com.

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as the other. In my business career, I can’t count the times I have heard an employee say to another staffer, “Ten minutes late, and the boss is incensed.

Ten little minutes. What a neurotic he is!” This attitude needs to be adjusted.

SPECIFIC ISSUES. Let’s take a few specific problems, and suggest how they might be handled.

A staffer comes in 10 to 15 minutes late once or twice a week. The first thing is to emphasize the importance of being on time, whether the person was opening up, relieving another staffer, taking over a new shift, or pushing out the work in a timely fashion. All depend on the staffer being there on time.

Nothing works like a visual explanation, so act as a customer coming to the store at exactly 7 a.m. and finding the shop closed. Pitch a fit in front of the store. Stomp around.

Swear. Show the anger and frustration.

Then have the staffer open the front door. Walk in, sour-faced, as if one false word from the staffer will make you explode.

Point out that this is a normal reaction from half the paying customers, and rightfully so, because they get up early and they expect the shop to come through with its part of the bargain. www.americandrycleaner.com

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What about the counter staffer who, despite a computerized cash register, makes a lot of mistakes when it comes to making change? Maybe she’s dyslexic, but is loathe to admit it. For starters, talk with the staffer about the complaints. Point out that such errors are symptomatic of a loose, It’s my hope that we don’t allow the poor performers to remain long, and we try again with new blood.

inefficient company, which sends a bad message to customers. State that customers will take advantage when they can, and the company will lose money. Establish that you insist on running a tight operation, and she will have to improve to continue employment.

▲

Alternately, be a worker who had to stay late because the next staffer walked in 10 minutes late. Role play. Yell at the tardy staffer, don’t accept excuses, kick cans around. Indicate that you had somewhere to go tonight and will now be a halfhour late. In these dramatic examples, the staffer will get the idea that she can’t be late.

Next, provide aids. Offer to phone the employee for the first two months of her trial period, acting as an alarm clock.

Or offer to buy the staffer a good alarm clock. Or give the worker preferential shift treatment, and see how she does. Or suggest she advance all her clocks by half an hour. One of these devices will cure the problem, if the individual wants to solve it. Point out that being late is a curable bad habit, and with some effort and focus, lateness can become a thing of the past.

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IN D U S T R Y O BS E RV A T I O N S Then give her the tools to improve.

First, help her become more comfortable on the computerized cash register.

Frequently, this is the problem. Offer her some after-work sessions during which she can play with the machine. Give her drills to improve her comfort level. Even pay for a course.

Point out that the difference between a slow worker and a fast worker can be the difference between profit and loss.

Then improve her counting skills.

Teach her to count money like bank clerks do. Add two or three piles, then compute the sum of the piles, then double-check by adding each bill. If she is dyslexic, provide clues as to how to distinguish a $1 bill from a $5 bill from a $10 bill from a $20 bill. For instance, look for the curling bottom of the $5 bill. Recognize the picture of Andrew Jackson on the $20. Role play until both of you are confident that she is improving her skills. It’s a matter of determination and practice.

What if the production staffer is slow?

First, emphasize why speed is important.

Point out that the difference between a slow worker and a fast worker can be the difference between profit and loss. A staffer who presses 30 garments vs. a standard 60 garments per hour results in twice the press cost and, if followed through in all stations, will turn a profitable situation into a loss catastrophe.

A brisk, energetic presser infuses the 48

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entire plant with energy. This helps everyone else in the production process speed up, if for no other reason than to keep up.

Finally, the last thing the production process needs is a bottleneck, and one staffer being slow can create that breakdown.

Show the presser how to do tasks more speedily. Man the press. Move with alacrity. Create a pile of work ready to be processed. Demonstrate creating a crease by holding up the garment and letting it fall naturally. Show how to flatten out a garment on the pressing board with a movement of the hand. Make your movements sure and swift, from button to press bar.

Demonstrate how to remove a garment from a machine in one motion. Suggest that the staffer develop a rolling motion so that the work can be done without thinking. Perhaps counting—1 … 2 … 3 … 4 … 5—is appropriate. Sometimes a flowing motion is what is needed. Then have the staffer press outfits while you watch and critique. Over the next several days, go back and make sure the work is being done correctly.

Of course, no staffer likes to be constantly criticized. Follow up each critique with a compliment. Make sure the staffer understands that you are trying to help him become an exemplary worker. In that way, you will eventually have an excellent workforce. O Howard Scott is a longtime industry writer and drycleaning consultant, and an H&R Block tax preparer specializing in small businesses. He welcomes questions and comments, and can be reached by writing Howard Scott, Dancing Hill, Pembroke, MA 02359, by calling 781-293-9027 or via e-mail at dancinghill@gmail.com. www.americandrycleaner.com

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HANG AROUND WITH THE ENTIRE INDUSTRY With over 10,000 people and 400+ exhibitors, the Clean Show is the most important event in the textile care industry.

This is your chance to explore all the latest technologies, products and concepts, presented through live demonstrations and classroom based seminars.

For more information visit cleanshow.com.

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EN E R G Y R EP OR T

Low-E Glass and Lower Utility Bills

By Tom Herron

W

hen the summer sun penetrates your store’s windows, temperatures rise and so do utility bills. Choosing windows with low-E glass, however, reduces the cost of staying cool.

In hot, sunny climates, building occupants need to know all their options for keeping cool air inside and hot air outside.

One option is installing windows with low-emissivity, or low-E, glass.

Emissivity describes how a window radiates the heat it absorbs.

Low-E glass can filter 40-70% of the heat that is normally transmitted through standard window glass. It works by reflecting heat back to its source.

Glazed with an ultra-thin metallic coating, low-E glass filters out the infrared (heat) portion of the light spectrum while allowing the full amount of visible light to pass through. This reduces solar heat gain, decreasing the need for air conditioning. It also reduces dependence on artificial lighting. Low-E glass also filters out harmful ultraviolet rays, preventing fading to carpet, furniture and other valuables.

Heat transfer in multi-layer glazing occurs through thermal radiation from a warm pane of glass to a cooler pane.

When low-E glass faces the gap between the glass layers, it blocks a large portion

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of this radiant heat transfer, lowering total heat flow through the window.

In southern Nevada’s hot, dry climate, for example, summer heat reduction is a priority, so the low-E coating should be on the inside-facing surface of the outside pane.

While windows with low-E glass generally cost 10-15% more than windows with standard glass, they can increase energy efficiency by 30-50%.

Low-E coatings are usually applied during manufacturing, but there are also low-E window films available for doit-yourselfers. These films are a more economical alternative than replacing windows and will last for 10 to 15 years.

The U.S. Department of Energy estimates that 30% of the energy wasted in commercial buildings and 40% of the energy required for cooling homes can be attributed to inefficient windows.

Although opting for windows with low-E glass represents a greater initial investment, its many benefits pay you back over time. What’s more, improving energy efficiency in homes and buildings helps boost the economy, improves health, and protects the environment. O Tom Herron is senior manager, Communications and Marketing, for the National Fenestration Rating Council (NFRC), which develops and administers comparative energy and related ratings for fenestration products, e.g., doors and windows. You can reach him at therron@nfrc.org. www.americandrycleaner.com

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YO U R M O N E Y

Protecting Against Disability

A

few years ago, the owner of a small landscaping business asked me to help him with some business problems.

He took care of our yard work, but had plenty of time to spend with me since he had just broken his ankle playing a little one-on-one with his teen-aged son (something I learned not to do many years ago).

Like other business owners I’ve known over the years, Tom (not his real name) had life insurance but no disability insurance. Since Tom’s personal labor comprised the nucleus of his business, the period of six weeks or so during which he wasn’t able to work turned out to be a serious financial setback for him.

Bill Lynott However, if he followed my recommendation, he won’t be caught in this fix again. No self-employed person should ever risk the dangers of uninsured disability.

DISABILITY INSURANCE. Unlike life insurance, disability insurance is designed to protect you (and your family) from financial hardship while you are still alive. In my view, disability insurance is at least as important as life insurance for self-employed breadwinners. According to some reports, as many as one-third of all workers will eventually suffer a disability that keeps them out of work for at 52

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least 90 days.

Remember: It doesn’t take an apocalyptic tragedy to put you out of work for a while. A broken ankle or a minor auto accident can do the trick just fine.

If you are an employee, depending on your employer and your state, you probably have some protection against disability, and perhaps it will be all you need. Whether you are an employee or an owner of the business, familiarize yourself with how much protection you have; it may be far less comprehensive than you think. Yes, Social Security offers some disability coverage, but qualifying for the government’s definition of “disabled” has turned out to be a lot tougher than many people expected.

When you go out to purchase a disability policy, don’t hesitate to shop around. Insurance contracts are full of the most arcane language you can imagine, written deliberately, I believe, to make it difficult to understand. Legislation in recent years has improved this situation somewhat, but reading an insurance policy is still a linguistic adventure.

If you are lucky enough to have an insurance agent whom you trust, you’ll need his help. Searching for a disability policy provides an excellent illustration of why it is better to work with a trustworthy independent agent who is not tied to a single insurer. www.americandrycleaner.com

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Even with a good agent and a batch of price quotes, you need to be informed enough to understand your basic needs. As with life insurance, you want to be sure your policy is guaranteed to be both renewable and non-cancellable as long as you pay your premiums on time. Your policy should also allow the purchase of additional coverage as your income grows and your needs change.

Most importantly, it must contain coverage for a long-term disability, guaranteeing your payments at least until the normal retirement age of 65. At this point, an inflation provision is essential. If you suffer a long-term disability, your payments will erode over time unless the policy contains a provision to adjust payments for inflation.

AMOUNT OF DISABILITY INSURANCE? How much disability should you buy? As with life insurance, it depends on your needs. As a rule of thumb, some insurance advisers suggest coverage amounting to 75% of your current income. Disability insurance payments are non-taxable, so you probably won’t need 100% of your normal income to maintain your standard of living.

Can you learn more about insurance on the Internet? Of course you can. Not only can you find helpful general information on insurance, shopping the Internet is also becoming a smart way to purchase insurance.

Many sites are available, and some enable you to receive immediate quotes.

To find an appropriate insurance website, log on to one of the major search engines.

My favorite is Google. Just type in what you are looking for, e.g., “disability insurance,” and you’ll wind up knowing more than you ever wanted to know about the subject.

Some sites, as you might imagine, belong to the insurance companies themselves. www.americandrycleaner.com

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(Photo: © iStockphoto/Gunnar Pippel )

While this is not improper, it may not allow for objective counsel in all cases; it’s kind of like asking your plumber to come over and check out your house to see if anything needs attention.

Many websites provide dependable information on disability insurance. One of the most informative and easy to navigate sites is for MassMutual Financial Group, www. massmutual.com/sem/disability-insurance.

Whether you look to the Internet or to conventional sources to help make insurance decisions, remember that insurance company representatives are, by every definition, salesmen. While there is nothing wrong in consulting with a knowledgeable salesman in any field, it’s up to you to maintain your perspective. Even the kindest, most sincere and most knowledgeable salesperson doesn’t make any money unless she sells you something.

Human nature being what it is, you would be wise to never lose sight of that fact. O Information in this article is provided for educational and reference purposes only. It is not intended to provide specific advice or individual recommendations. Consult an accountant or tax adviser for advice regarding your particular situation.

Bill Lynott is a freelance writer whose work appears in leading trade publications and newspapers, as well as consumer magazines including Reader’s Digest and Family Circle. Visit his website at www. blynott.com or e-mail blynott@comcast.net.

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AR O U N D T H E I N D U S T RY

Drycleaning veterans Slatten, Easley announce retirement Drycleaning industry veterans Kenny Slatten and Doris Easley recently announced their retirement from the industry, the Textile Care Allied Trades Association (TCATA) reports.

Slatten was introduced to the industry through his grandfather, who owned a drycleaning business in Louisiana.

He later became the chief trainer for two drycleaning franchises, and an independent consultant and certiKenny Slatten fied instructor for the Drycleaning and Laundry Institute (DLI).

He was a DLI board member for four years and the executive director of Western States Drycleaning and Laundry Association for seven years, according to TCATA. He frequently wrote for industry publications, including American Drycleaner.

Easley, who turned 92 on May 21, started her drycleaning career in 1943. She owned a dry cleaner for 35 years, and was the first woman president of Doris Easley the International Dry Cleaners Congress. In 1983, she was 54

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named the International Dry Cleaner of the Year. She once served on the California Department of Consumer Affairs State Licensing Board of Fabric Care.

A specialist in heirloom restoration, and a consultant to museums, she has presented in seminars on fabricare around the world.

FRSTeam opens doors to third Ohio franchise location FRSTeam (Fabric Restoration Service Team Inc.) has opened the doors to its newest franchise, FRSTeam by Sun Cleaners, in Carroll, Ohio, the company reports.

The franchise’s owners, Nick and Ashley Babamov, have been in the textile restoration business for 15 years, FRSTeam says.

“It will be nice to be part of a larger team and have the support of an entire organization,” says Nick Babamov. “We are looking forward to fine-tuning our processes and doing business under a nationally recognized and respected name.”

It is FRSTeam’s third Ohio location and its 55th licensee location, according to the company, and will serve Southeast Ohio, West Virginia and Eastern Kentucky.

FRSTeam services 48 states across the United States plus parts of Canada, www.americandrycleaner.com

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where it provides fabric restoration services for clothing and textiles damaged by smoke, fire, water and mold.

“Our organization knows that the best way to expand nationally is to team up with experienced and like-minded professionals,” says FRSTeam President Jim Nicholas. “We are thrilled to have a new team on board that shares in our vision and dedication to quality service.”

Maineline Computer Systems welcomes back Rowell Kevin Rowell, who worked many years as a Compassmax software developer for Maineline Computer Systems, Falmouth, Maine, recently rejoined its software development team, the company reports.

During his time away, Rowell remained in the drycleaning industry.

He led Service and Development activities for HMC Solutions, a company that develops and manufactures automated systems for storage and retrieval, orKevin Rowell der assembly, sorting and other applications. Rowell holds a patent, as a co-inventor, for an automated, self-service drycleaning delivery system that accepts and records items dropped off through a kiosk for cleaning, and returns cleaned items to the same kiosk for customer pick-up, Maineline says.

Rowell has 32 years of experience in software design and business management, with 15 years specifically working in the garment care industry.

“We believe Kevin’s knowledge and www.americandrycleaner.com

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insight will help us in developing the Compassmax software to better fit our customers’ needs,” says the company’s president, Paul Goldstein. “We know Kevin will be a great asset to the Maineline team.”

Colmac Industries hires new coordinators, R&D engineers The staff at Colmac Industries has grown with the additions of David Glanville, manufacturing coordinator; Scott Voldbaek, marketing coordinator; and Kenny Rea and Ben Upper, R&D (research and development) engineers, the company reports.

Glanville brings five years of experience in technical drafting to Colmac.

In addition to assisting customers Scott w i t h d e - David Glanville Voldbaek veloping conceptual layouts, he will also be responsible for developing and improving Kenny Rea Ben Upper processes to increase manufacturing efficiency and quality, the company says. He is a graduate of Grand Canyon University.

In his new position as marketing coordinator, Voldbaek will be managing American Drycleaner, September 2014

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Colmac’s marketing materials and working to further promote the company’s brand.

He has 25 years of laundry industry experience, says Colmac.

As the company’s new research and development engineers, Rea and Upper will be responsible for designing new products, improving current designs and assisting with testing and quality control, according to Colmac.

A graduate of Washington State University, Rea has a bachelor of science degree in mechanical engineering. Upper also has a degree in mechanical engineering, having earned his bachelor of science from the University of Idaho.

Fairfax, Va., chosen as next site for Martinizing Dry Cleaning Franchisees John and Mary Gray have chosen a site in Fairfax, Va., for their future Martinizing Dry Cleaning® store, reports Kevin Kaeding, president of Martin Franchises Inc., corporate headquarters for Martinizing Dry Cleaning.

When discussing why he chose Martinizing, John Gray says, “It had always been a goal of mine to own a business, but it took some inspiration to act upon making a dream reality.”

He found that inspiration in wife Mary, who has been a business owner for more than eight years. Researching several businesses and franchises over several months, John discovered Martinizing.

“Not only was the franchise opportunity very attractive, but I had been a happy and loyal customer ... before I ever considered ownership.”

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The Fairfax store featuring GreenEarth® environmentally friendly cleaning is expected to open this fall.

Laundrylux promotes Milch to company VP of OPL Sales, PLUS Cody Milch, who joined Laundrylux last year as its PLUS product manager, has been promoted to vice president of OPL sales for Electrolux and Wascomat, and PLUS, Laundrylux reports.

PLUS is a “pay-as-you-use” system for dry cleaners and on-premises laundry operations to receive high-quality laundry processing with Electrolux Professional washers and dryers without making a capital investCody Milch ment.

In his new position, Milch will work with the OPL/PLUS sales team as well as the company’s distributors.

“Only Electrolux + Laundrylux have the capacity to provide a full suite of commercial and professional laundry and kitchen equipment to OPL customers in hospitality and healthcare,” says Milch. “I look forward to growing and developing this process and creating opportunities and sales resulting for our distributors.”

Houston area dry cleaner helps fathers look good on ‘their’ day MW Cleaners, which describes itself as the “largest dry cleaner in the country,” partwww.americandrycleaner.com

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nered with The Salvation Army of Greater Houston for an early June Father’s Day tie drive benefitting the Harbor Light Center; the Center provides assistance to the increasing needs of Houston’s homeless and drug-dependent men.

“During the two-week span, we were able to collect approximately 13,000 ties to donate,” says Mike Nesbit, president of MW Cleaners. “The support we received from the community is just incredible.”

Each of the 37 Houstonarea MW Cleaners served as a drop-off location for donations of new or gently used men’s ties. Additionally, customers interested Mike Nesbit in giving ties could also make donations through their regularly scheduled MW Cleaners pickup service at home or office.

In July, the business partnered with another non-profit organization, Undies for Everyone, which helps collect new underwear for disadvantaged students in Houston.

Lapels Dry Cleaning coming to Boston’s Seaport District Lapels Dry Cleaning has entered into a seven-store development agreement with the father-son team of Steve and Scott Goddess to bring the franchise to Boston’s Seaport District, the company reports.

The initial store will be located at 415 D St. in South Boston, and its opening is anticipated for early fall.

The Goddess duo has extensive expewww.americandrycleaner.com

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rience with franchise development and operations from their success at expanding the Dunkin Donuts brand presence within metro Boston, Lapels says.

“When considering our next business venture, we were looking for a forwardthinking franchise that had the potential for being the next Dunkin Donuts in their industry,” says Scott Goddess. “With their commitment to greener, more environmentally friendly ways of dry cleaning and their involvement in the community, Lapels has that potential.” O

CORRECTIONS Due to an editor’s error, the location of DLI Vice-President Greg Myers’ business was listed incorrectly in August’s Around the Industry section (Drycleaning & Laundry Institute names Board of Directors for 2014-15). Southside Cleaners is located in Lakeland, Fla. American Drycleaner regrets the error and apologizes for any inconvenience it may have caused.

••••• Due to an editor’s error, the Distributors Directory listing for New York state’s Bohunk Enterprises was listed incorrectly in the August issue of American DryBohunk Enterprises cleaner. Here is the 10171 South Street Rd. Le Roy, NY 14482 corrected listing.

Contact: Jim Griep American DryPhone: 585-820-7474 cleaner regrets the Fax: 585-768-6177 error and apologiz- ✉ bohunken@aol.com es for any inconve- Dry cleaning, laundry, wet cleaning and finishing equipnience it may have ment; parts and service caused.

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REWEAVING SERVICES

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WITHOUT-A-TRACE WEAVERS—More than 50 years’ experience. We are the experts in silks, knits, French weaving and piece weaving.

Reasonable prices. Send garments for estimate to: 3344 W. Bryn Mawr, Chicago, IL 60659; 800-475-4922; www.withoutatrace.com.

Boiler Feed Pumps Ship Same Day!

Exact AERO Replacement for 7CT7M 160 EASA service stations around the country.

SERVICES & SUPPLIES Who’s minding Your Boiler Water?

Performance Labs offers the best value in boiler treatment!

Save money now!! Call 708-721-8228.

815-666-4655 • Fax: 630-552-9014 sales@dltelectric.com • www.dltelectric.com

PLANTS FOR SALE DRY CLEAN PLANT FOR SALE. ESTABLISHED 1916, SAME LOCATION, SAME FAMILY. SMALL HISTORICAL TOWN. CONVENIENT COVERED DRIVE THRU. CALL 405-274-8695.

NO REALTORS PLEASE.

www.americandrycleaner.com

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SUEDE & LEATHER SERVICE

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www.ArrowLeatherCare.com American Drycleaner, September 2014

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American Drycleaner and AmericanDrycleaner.com

A WINNING TEAM

Print

Web

E-News

American Drycleaner

AmericanDrycleaner.com

is the industry’s premier publication for news relating to drycleaning plants. In it, you’ll find profiles of successful businesses and their owners, tips for running your operation more successfully, expert advice, and much more.

is your one-click site for all of the most up-to-date information on the industry today. Stories are updated daily to ensure you’re always informed.

Plus, online tools such as the Distributors Directory and Buyer’s Guide will fulfill all of your plant’s needs.

www.americandrycleaner.com

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Advertiser

Page No.

Advertiser

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A.L. Wilson Chemical Co. . . . . . . . . . . . . . . . 1

Iowa Techniques . . . . . . . . . . . . . . . . . . . . . . . 5

Ally Equipment Co. . . . . . . . . . . . . . . . . . . . 47

In The Bag Cleaners. . . . . . . . . . . . . . . . . . . . 29

American Chillers . . . . . . . . . . . . . . . . . . . . . 39

Irving Weber Associates . . . . . . . . . . . . . . . . 13

Arrow Leathercare Services . . . . . . . . . . . . . 60

Laundrylux. . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Cleaner Business Systems . . . . . . . . . . . . . . . . 3

Luetzow Industries. . . . . . . . . . . . . . . . . . . . . 60

Cleaner’s Supply . . . . . . . . . . . . . . . . . . . . . . 60

MTH Pumps. . . . . . . . . . . . . . . . . . . . . . . . . . 59

Clean Show 2015 . . . . . . . . . . . . . . . . . . . . . . 49

Maineline Computer Systems . . . . . . . . . . .IFC

Computer Connections. . . . . . . . . . . . . . . . . . 24

Mustang Enterprises. . . . . . . . . . . . . . . . . . . . 35

Columbia/ILSA . . . . . . . . . . . . . . . . . . . . . . BC

Parker Boiler Co. . . . . . . . . . . . . . . . . . . . . IBC

Commercial Coils . . . . . . . . . . . . . . . . . . . . . 60

Personal Touch Systems . . . . . . . . . . . . . . . . 58

Dajisoft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

QuickSort . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Fabricare Management Systems . . . . . . . . . . . 9

Royal Basket Trucks . . . . . . . . . . . . . . . . . . . 45

Firbimatic. . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Scan Q . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Global Business Systems . . . . . . . . . . . . . . . . 43

SPOT Business Systems . . . . . . . . . . . . . . . . . 7

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Orchid...

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of the 77 hazardous waste handling facilities in Louisiana. Safety-Kleen-Pineville was able to recycle or reclaim more than 92% of the 1,500 tons of waste it recovered last year. … Miraclean Equipment and Mfg. Co. hosted a three-day conference, “Miraclean ‘89.” More than 100 representatives of Miraclean’s 41 distributors traveled to Trevose, Pa., for the conference, which covered a range of topics. The conference concluded with a VIP bus trip to Atlantic City’s Trump Castle for dinner and a show.

50 YEARS AGO. The sixth annual International Drycleaners Convention was held in July with 132 registrants in attendance.

Mexico City hosted and saw representatives of the drycleaning industry from Japan, the United States and Mexico attend.

The next convention is planned for Japan next October, and is “expected to be the largest gathering of [its] kind ever held,” according to the organization. … Joseph Caruso, “Advertising Clinic” columnist for American Drycleaner, has found the prime time to attract customers via radio advertising. Caruso advises dry cleaners to buy radio air time in the 6-9 a.m. period on either Monday, Tuesday or Wednesday, as it seems to be the best time to find an adult audience, particularly as commuters are going to work. “It used to be enough to talk loud and fast in order to be noticed on the radio,” says Caruso, advising advertisers to now use tactics like unusual sounds and humor, adding that radio “has the capability of creating pictures in the listeners’ mind that are much more vivid www.americandrycleaner.com

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and memorable than anything seen on television.” … Wascator & Wascomat has reached new depths as its WascoNautic washer-extractor is being used on the U.S. Navy nuclear submarine fleet. Navy inspector A.K. MacKinnon, of the U.S. Navy purchasing office in London, England, recently inspected one in the company’s plant in Sweden.

75 YEARS AGO. One method to let housewives realize just how dirty their rugs can become is to “shock” them with the amount of dirt that has accumulated. Home manager Phyllis Ackerly suggests displaying the following on the customer’s billing statement: Wt. of rug before cleaning ___ lbs.; Wt. of rug after cleaning ___ lbs.; Amount of dirt removed ___ lbs. Ackerly acknowledges that the weight of the rugs can vary due to moisture in the air, adding up to one-third of the weight to the rug.

She suggests pre-drying the rug before each weigh-in. The average 9x12 living room rug can collect over three pounds of dirt, according to Ackerly. … Charles M. Ball, owner-manager of Crothers Cleaning Co., Kansas City, Kan., has been hosting a 15-minute radio program every Thursday evening called “An Orchid To You.” On the program, orchids are presented to different people in the city. The audience is encouraged to call in to nominate “people who have some particular achievement to their credit or who have brought happiness to others.” During the program, Ball promotes his drycleaning business to listeners.

He believes the advertising campaign, which can cost him up to $200 a month, has proven successful for his business. O — Compiled by Lauren Dixon and Charles Thompson II American Drycleaner, September 2014

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W R I N K LE I N T I M E

An Orchid to You

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home houses 600 abused, neglected or orphaned children. Through the Global Volunteers organization, Smith helped with teaching and construction projects. “It’s amazing how happy people can be with so little,” he says. “From now on, I’ll think twice before purchasing unnecessary items for personal gratification.”

25 YEARS AGO. Stan and Judy Folk struck a deal with their landlord. In order to expand and renovate Bryan’s Cleaners & Laundry Formal Wear in Irmo, S.C., the couple agreed to pay their share and have the option to eventually purchase the whole shopping center. When obtaining a building permit proved difficult, the Folks stuck it out. In the end, they went through with a successful renovation, adding 3,000 square feet, a five-computer network, an express drive-up window and new equipment. … The Environmental Protection Agency recently awarded the Pineville, La., branch of Safety-Kleen Corp. with the Regional Administrator’s 1989 Environmental Excellence Award. The honor was given to recognize the company’s outstanding management of hazardous waste and efforts to recycle or reclaim the waste fluids collected through the Pineville service center. EPA officials declared the business as the best 63 ▲

10 YEARS AGO. Zengeler Cleaners, operating since 1857, started as a dye house in Chicago. It later moved to Northbrook, Ill., and expanded to include a central plant, two package plants, five dry stores and seven routes. Employee Maurice Felgar was recently honored as “Someone You Should Know,” on WLS-TV, ABC’s Chicago affiliate. He has worked with Zengeler Cleaners since 1942. Tom Zengeler, the son of fourth-generation owner Bob Zengeler, and now head of the firm, has been on many deliveries with Felgar.

“Maurice was a master,” Tom says.

“He knew September 2004 exactly how each customer liked things done, and took great pleasure in keeping them satisfied. I realize now that he was teaching me about the importance of building longterm customer relationship.” … Pete Smith, operator of Napa, Calif.-based Greene’s Cleaners, recently spent two weeks in Peru. He spent his time volunteering at Puericultorio Perez Aranibar in the capital, Lima. The children’s

www.americandrycleaner.com

8/21/14 4:46 PM

PARKER BOILER CO. YOUR ONE STOP SHOP FOR ALL YOUR LAUNDRY, DRY CLEANING OR TEXTILE NEEDS Steam Boilers

• Parker Industrial Steam Boilers 1-1/2 to 150 HP 15 to 250 PSI • Atmospheric Gas or Propane, Power Gas, Straight Oil or Combination Fired with Natural, Propane or Oil. Also Bio Gas or Digester Gas or Combination with Gas, Propane, Oil or Low NOx. Also on Gas or Propane.

• Indoor and outdoor models

Feed Systems

• Boiler Water – Carbon Steel Lined or Stainless Steel Feed and Condensate Return Systems 1-1/2 to 450 HP • 15-250 PSI • SS Condensate Transfer System • Listed Control Panels

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3,500 to 90,000 lbs/hr Oxygen Removal to .005 cc/l (7ppb) CO2 Removal to virtually 0 SS Internals DP Level Control, Modulating Water & Steam control

Stack Economizers

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Blowoff Tanks

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Thermal Fluid Heaters

• Parker High Temperature Thermal Fluid Heaters 126M to 6250M BTU, for operating temperatures to 650° F and pressures to 300 PSI • Atmospheric Gas, Power Gas, Oil, Low NOx or Combination Fired • Indoor and outdoor models

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Automatic Water Softeners

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ASME Hot Water Storage Tanks and Heat Exchangers • • • • •

Tanks from 4.6 to 2950 gallons Glass Lined Storage Tanks 119-5,695 Gallons Stainless Steel Tanks 91-12,818 Gallons ASME Heat Exchangers from 100 GPH to 2500 GPH at 120° F rise Tank heater bundle or shell and tube type heat exchangers

5930 Bandini Boulevard ● Los Angeles CA 90040 Phone (323) 727-9800 ● Fax (323) 722-2848

www.parkerboiler.com

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See us at Fabricare 2014 in Long Beach, Ca.

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• Booth # 300

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and

K4 approved

• Vapor control system • Any configuration in any capacity from compact to tandem

FM Approved

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231 Edison Ave • West Babylon, NY 11704

(800)446-5634 • In NY (631)293-7571 www.columbiailsa.com

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