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July 19, 2012
White Wine and Word of Mouth

CONCORD, N.C. — Swearing about cleaning results instead of swearing at cleaner

CONCORD, N.C. — This is the story of a dress, but not your normal dress. Cleaning this dress is the way to get your customers talking and to set yourself apart from the “me too” operators.

This dress will get the customer talking to her friends and neighbors and make her your customer for life. This dress is also a wonderful way to review the stain-removal process. Here is the story of what it takes to get a customer swearing about the results instead of swearing at the cleaner.

The floor-length maroon silk dress featured a mixture of clear and silver sequins on its bodice. The care label read simply Dry Clean Only. The mother of the groom had worn it for the first time to the wedding ceremony and the reception that followed. There, someone had bumped her elbow, causing her to spill a full glass of white wine down the front of her new dress.

April 17, 2012
Stain-Removal Problems in Common

CONCORD, N.C. — POGs, tannin, light-colored clothing and silk

CONCORD, N.C. — A reader recently sent me an e-mail that contained several questions. I’ve decided that I’m going to use it as the basis of this month’s column, because the problems cited are common to many operations and my comments should provide guidance and options in your stain-removal efforts.

Q: I use _____ as my POG and lately it’s been leaving a chemical stain (ring) on the clothing that I dry clean…

A: Most paint, oil and grease removers (POG) should easily flush in the drycleaning system. The vast majority of POG can be divided into those that are based in alcohol and others that have an “oily” base (OTPR). It is important to know the contents of any chemical stain-removal agent, as some combinations of fiber, fabric and dye are extremely sensitive to the alcohol (pH).

When used on the dry side, POG is effective on chemically soluble stains such as cosmetics, paint and grease as well as aiding in the removal of difficult solvent-soluble stains. POG is generally ineffective on water-soluble stains.

September 27, 2011
Spotting Tips: Soy Sauce and Balsamic Vinaigrette

CONCORD, N.C. —  I was interviewed recently for one of those all-too-common consumer reports on drycleaning. The reporter recounted horror stories at the cleaners. Soon, she hit a nerve: “My mom said that cleaners used to get out stains, but today they just make excuses.”

I sincerely hope that she is not referring to your operations. The technical side of garment cleaning carries as much importance to your success as do your promotional efforts. A reputation for poor quality and indifferent service will render each dollar you spend on advertising worthless.

I often hear that two stains—soy sauce and balsamic vinaigrette—are “impossible” to remove. Not true. Armed with knowledge and by giving a little effort, you can remove them and enhance your professional reputation.

August 1, 2011
Spotting Tips: Fix The Fixer-Uppers’ Clothing

CONCORD, N.C. — The stain-removal seminar was arranged for operators with less than 18 months experience. Just back from a break, I had started my discussion of tannin stain removal. After going through the protocol for the first time, a lady raised her hand and stood. With the conviction of a Baptist minister, she said, “You can’t do that.”

I asked her to explain. “They told me that the stains all come out in the cleaning machine,” she said. “You are wasting time and money. You can’t stay in business spending that much time on a garment.”

I wish that what she said was true. If it were that easy, a lot more people would succeed in the industry. But there will always be garments that demand more time and attention to clean.

May 17, 2011
Treating Springtime Stains

CHICAGO — Every season brings a unique set of stains to the garment-care professional. Spring typically finds customers venturing outside again to do yardwork, household repairs, and shop for summer wardrobes. When customers try to make themselves, their yards and their homes look better, stains often result.

December 24, 2010
Get Ahead in The New Year

CHICAGO — The New Year is a perfect time to modify practices that no longer contribute to the bottom line. And today, getting stains out is no longer something you can leave to the “old pro” up the street. You can’t afford to return or turn away a single garment due to a lack of knowledge or a lack of the proper chemical tools.

Once the holidays are over, there will be plenty of chances to set yourself apart from the competition through quality stain removal. And common holiday stains will help you exceed customer expectations.

April 2, 2010
Achieving Excellence in Stain Removal

I just finished the last stain-removal test necessary to requalify for the Award of Excellence (AOE), a voluntary certification that helps cleaners distinguish themselves while demonstrating a commitment to the industry, the community and continuing education.

This year, the swatches — on white silk with a plain weave — were stained with nail polish, coffee with cream, ink, egg, spaghetti sauce, and red wine. These are stains every cleaner should be able to remove.

January 13, 2010
Is There an Easy Way to Handle a ‘Lipstick Load?’

Q: I recently had a “lipstick load.” Since I had to work on each piece, it took me hours to restore the entire load. Is there an easier way to handle the mess that results when accidentally running a load with ink or lipstick?

September 30, 2009
Out for Blood, with a Digester Bath

The white-linen designer dress was a gift from her grandfather after she became junior-class president. It has great sentimental value. It’s the dress she’s wearing when she’s in a car accident and breaks her nose. She’s fine, but she lost a lot of blood — onto the dress. The family wants you to restore it. Can you meet or exceed their expectations?

August 26, 2009
Stains Are More Than Skin-Deep

I’m sure she was once a beauty queen, and she’s still stunning in her designer blouse and pants. It just takes her a little more time to maintain the image she saw in the mirror back in 1989.

Thanks to the miracle of cosmetic chemistry, she has resources — foundation, blush, eye shadow, mascara, lipstick, nail polish and more. They’re part of many women’s daily routines, and they’re found on the garments we clean.

November 14, 2008
Give Thanks for Holiday Stains

I’ve always said that if people could hit their mouths, I would go broke. And as we approach the season of family gatherings around the table, I’d like to address the stains we see year after year during the holidays.

These stains can (and should) be removed in the normal course of caring for a garment. Most are “combination” stains. Approached with the proper sequences and spotting protocols, these stains can be removed quickly and with a minimum of risk to the garment’s integrity.

January 2, 2008
Never Let Them See Their Sweat

Ever hear this comment from a customer? "That underarm stain wasn't there when I dropped it off — you must have put that stain on my clothes." Lots of people don't think they perspire and are reluctant to admit that they're the source of their own underarm stain.