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American Laundry News - May 2015

Page 1

MAY 2015

Late News Meese Orbitron Dunne Co. changes name to MODRoto ASHTABULA, Ohio — Meese Orbitron Dunne Co. (MOD), a longtime manufacturer of laundry carts, has changed its name to MODRoto, the company announced just prior to the Clean Show. The MODRoto name stays true to MOD heritage companies Meese Inc., Orbitron Industries and Dunne Plastics while bringing its experience in plastics rotational molding of carts to the forefront, the company says. “Most laundry professionals know the Meese name and that it stands for quality and innovation,” says Bob Dunne, president of MODRoto. “But not everyone knows our ability to keep coming up with new linen carts and containers comes from our decades of experience in product design as a custom plastics rotomolder.” MODRoto has four plants that operate a total of 25 rotational molding machines. Plastics News ranked the company as the 16th largest rotational molder in North America. The company spent 80 years under the Meese name and nearly 40 with the MOD moniker. It is widely known in the industry as a pioneer with its 72P bulk cart, the 101P non-removable shelf cart, and the 39 Series plastic ALN utility trucks. Volume 41, Number 5

First from the Floor:

Clean enjoys popular return to Atlanta By Matt Poe, Editor ATLANTA — After a 28-year absence, the Clean Show came back here April 16-19, and the city rolled out the red carpet in greeting professionals from all segments of the laundry and drycleaning industry. Signs on street posts welcomed Clean 2015, hotels and restaurants catered to attendees, and venues across the city played host to rousing after-hours parties. Throughout most of the fourday exhibition, rain put a damper on outdoor activities. Inside the exhibition hall, however, Clean 2015 wrapped on a Sunday with participants declaring it a rousing success. “I have to be honest. I wasn’t sure how the show would turn out when it came back to Atlanta, but it’s been outstanding,” says Bill Brooks, national sales manager for UniMac. “This was a spectacular show.” Clean 2015 provided attendees with many networking and educa-

Brian Wallace, president and CEO of the Coin Laundry Association, and chair of Clean 2015, cuts the ceremonial ribbon officially opening the Clean Show in Atlanta while representatives of the other sponsoring associations watch. (American Laundry News photo by Nathan Frerichs)

tion opportunities. They also got a look at the newest equipment and products for the industry. The show, hosted by the Georgia

the number of first-day attendees exceeded the entire three-day total See CLEAN on Page 6

Embracing the essence of customer service By Matt Poe, Editor ALEXANDRIA, Va. — Apple. Southwest Airlines. Disney. It may seem like they’re not connected, but there is one core business value that links them: excellent customer service. Each is known for going above and beyond to provide the best service to each and every one of its customers. Above and beyond, that’s a key phrase. These companies not only meet expectations of their customers, they exceed them. During a recent Textile Rental Services Association (TRSA) webinar, three members of the

textile services industry—Eli Cryderman of Gurtler Industries, Tyler Fowler from Mountville Mills, and Zach Sonnenklar of Iron City Workplace Services— discussed the customer service values of these companies and others and how the laundry and linen industry can emulate them to improve customer service. WHAT IS EXCELLENT CUSTOMER SERVICE?

Before a company can strive to improve its customer service, it has to define what customer service is. According to Valerie Maltoni, founder and CEO of Conversation Agent, the essence

of customer service starts at the top and works down to the employees. The company has to invest in serving customers, and it has to work to keep its employees happy. Jeff Bezos, CEO of Amazon, once said, “If you’re truly obsessed about your customers, it will cover a lot of your other mistakes.” Excellent customer service puts the focus on the customer, keeping the customer happy, actually caring about them and their needs. As Dick Anderson, president of Land’s End, has put it: “A marketer deals with many; a mer-

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Inside Columnist at Large

Eric Frederick examines benefits of monitoring your utility expenses.

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World Congress Center, attracted more than 11,000 attendees. John Riddle, president of show manager Riddle & Associates, says that

chant deals with one. A marketer moves from the mind; a merchant moves from the heart. A marketer is logical; a merchant is perceptive. A marketer does business across the world; a merchant does business across the counter. A marketer bets his all on a system; a merchant bets his all on his store.” Excellent customer service provides a personal experience. So, how can big companies like Disney and UPS provide a personal experience? How can a textile services company provide a personal, perceptive experience? See SERVICE on Page 4

The Newspaper of Record for Laundry & Linen Management

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Product/Service Directory

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Company Directory

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