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April 18, 2013
Deliver What Your Customers Want

APPLETON, Wis. — Customers are willing to (and do) pay more for fantastic service, nearly perfect cleaning, and fair problem resolution

APPLETON, Wis. — When I was a new salesperson, one of my first bosses had a saying about the service we were selling: “You can have it on time, cheap, or right. Pick two.”

Consider having your top customer service representative (CSR) inform Mr. or Mrs. Cheapskate, “Well, certainly we will be happy to let you pay $X for dry-cleaning that designer wool blazer. It will be ready for pick up in July.” Or, “Of course we will be happy to charge you $Z and ruin the lining in the pressing process.” I’ll let you have some fun generating additional permutations.

The reason I’m bringing up the issue of cost is that my firm has complied the data from 2012 mystery shopping results from around the country. The cost of providing service is something we are hearing about from owners. For example, we have been told it’s too costly to:

March 6, 2013
In Memoriam: James H. ‘Jim’ Fitzgerald Sr., Herb Fitzgerald Co.

MILWAUKEE — He was inductee of Wisconsin Fabricare Hall of Fame, among other industry honors received over the years

MILWAUKEE — American Drycleaner has learned of the recent death of James H. “Jim” Fitzgerald Sr., president of Herb Fitzgerald Co., a laundry and dry cleaning equipment distributor headquartered in Butler, Wis. He died Jan. 3 at the age of 85.

james fitzgeraldFitzgerald is an inductee of the Wisconsin Fabricare Hall of Fame, among other industry honors he received over the years.

Surviving him are his children, Jim, Jeff, Dann and Janell; eight grandchildren; and two great-grandchildren. He was preceded in death by his wife of 53 years, Dolores.

Memorial contributions may be made to Lumen Christi Catholic Church, 138 W. Buntrock Ave., Thiensville, WI 53092.

January 29, 2013
Perception is Reality

APPLETON, Wis. — It’s how the customer interprets someone’s actions or words

APPLETON, WIS. — Lately, I’ve heard the phrase “perception is reality” used in several different, unrelated conversations. Since she was the first person who I heard mention it, I called Diana Van Brunt of Westbank Cleaners, Austin, Texas, to ask her what she meant.

In essence, it’s how the customer interprets someone’s actions or words, she says. “If you ask someone to wash the dishes, they may choose to run the dishwasher, or wash them in the sink, or use disposable plates. It’s the perception of washing dishes.”

I’ve reviewed tens of thousands of mystery shop reports and have seen how a single experience can alter a customer’s perception.

EXPERIENCE 1A

Reality: The computers at the front counter aren’t working.

October 18, 2012
What’s the View from the Other Side of the Counter?

APPLETON, Wis. — Dry cleaners can use mystery shopping to evaluate, identify and change CSR behaviors at the counter

APPLETON, Wis. — When my husband and I bought our house, the kitchen had the ugliest overhead light I have ever seen. I vowed, “This is the first thing that we are going to throw away.” Fast-forward four years. We are selling the house. Guess what? The ugly overhead light is still in the kitchen.

Owners are great at ignoring the obvious. Mystery shopping—the practice of secretly evaluating a business through personal experience and reporting to its ownership—exposes what customers can clearly see. Here’s what mystery shopping consists of:

April 18, 2011
Maytag Salutes Distributors

ST. JOSEPH, Mich. — Maytag Commercial Laundry recently honored exceptional distributors at its 53rd annual meeting, held in Palm Springs, Calif. The Fred Maytag Award went to Pierce Commercial Laundry Distributors, Mandeville, La.,

ST. JOSEPH, Mich. — Maytag Commercial Laundry recently honored exceptional distributors at its 53rd annual meeting, held in Palm Springs, Calif.

The Fred Maytag Award went to Pierce Commercial Laundry Distributors, Mandeville, La., for outstanding achievements and remarkable performance. The Maytag Red Carpet Service Excellence Award went to John Morris Equipment & Supply Co., Springfield, Mo., for exemplifying the excellent service and dependability for which Maytag is known.

February 7, 2011
Alliance Announces Executive Promotions

RIPON, Wis. — Alliance Laundry Systems announced that effective Feb. 1, Thomas F. L’Esperance will become vice chairman of the Board of Directors of parent company ALH Holding Inc., and Michael D. Schoeb will be promoted to chief executive officer of Alliance. The company’s executive staff will now report to Schoeb in his combined role as president and CEO.

November 15, 2010
IPSO Honors Two Leading Distributors

RIPON, Wis. — IPSO recently honored two of its leading distributors, D&M Equipment and Laundry Equipment Services (LES), with its Award of Excellence. The awards were presented based on sales growth, commitment to the IPSO brand, customer service and after-sale support, the equipment manufacturer says.

July 14, 2010
Super Laundry Equipment Expands UniMac Territory

RIPON, Wis. — With the acquisition of the commercial-laundry distributor, Laundry Tek Services, Super Laundry Equipment expanded its multi-state UniMac territory to include the entire state of Pennsylvania.

“UniMac is proud to continue its growing partnership with Super Laundry,” says Kim Shady, UniMac national sales manager. “Super Laundry is a well-respected laundry equipment distributor, and its extension covering all of Pennsylvania will provide UniMac customers with service and support from Pittsburgh to Birdsboro.”

June 15, 2010
UniMac Distributor Statewide Machinery Enters Hudson River Valley

RIPON, Wis. — Statewide Machinery has expanded its upstate New York UniMac territory to include the Hudson River Valley area.

“The expansion into the Hudson River Valley region strengthens UniMac’s successful relationship with Statewide Machinery,” says Kim Shady, UniMac national sales manager. “Statewide Machinery is a leading laundry equipment distributor and an outstanding industry partner.”

November 18, 2009
Alliance Laundry Holdings’ 3rd Quarter 2009 Meets Expectations

RIPON, Wis. —  Alliance Laundry Holdings LLC has announced results for the three and nine months ended Sept. 30, 2009.

Net revenues for the third quarter of 2009 decreased $24.8 million to $92.8 million from $117.6 million in the same period last year. The company’s net income for the third quarter of 2009 was $9.2 million compared to $4.2 million for the same quarter in 2008. Adjusted EBITDA for the third quarter of 2009 increased $0.5 million to $19.6 million from $19.1 million in the same period last year.

August 28, 2009
WFI Convention Slated for Wisconsin Dells

GREENFIELD, Wis. — The Wisconsin Fabricare Institute (WFI) is holding its annual fall convention and trade show at the Chula Vista Resort in Wisconsin Dells, Wis., Sept. 11-13, 2009.

A board meeting and dinner will kick off the weekend on Friday, Sept. 11. Business sessions and an allied-trades showcase are slated for Saturday and Sunday mornings, with speakers and topics yet to be finalized, WFI says. Saturday will also feature a golf outing at the Cold Water Canyon Golf Course, followed by a dinner with door prizes.

April 6, 2009
WFI Recognizes Members for Environmental Stewardship

GREENFIELD, Wis. — The Wisconsin Fabricare Institute (WFI) recognized several of its members for their work toward professional and environmentally friendly drycleaning in Wisconsin’s Five Star Recognition Program during the association’s annual convention and tabletop trade show.

March 16, 2009
Alliance Laundry Holdings Sales, Earnings Increase in 2008

RIPON, Wis. — Alliance Laundry Holdings LLC is reporting increased revenue and income for the year ended Dec. 31, 2008.

Net revenues for full-year 2008 increased $17 million, or 3.8%, to $460.3 million from $443.3 million for 2007. Net income for 2008 was $15.5 million compared to $9.9 million for 2007. Adjusted EBITDA for 2008 increased $3.5 million to $72 million from $68.5 million for 2007.

November 11, 2008
Alliance Laundry Holdings Reports 3rd Quarter Increase in Revenues

RIPON, Wis. — Alliance Laundry Holdings LLC reported an increase in revenues for the third quarter of 2008, which ended Sept. 30.

July 7, 2008
Shanti Hanger Plant Ramps Up Production

MONTICELLO, Wis. — Aided by the Department of Commerce’s antidumping order against Chinese producers and related tariffs, Shanti Industries reopened its Wisconsin plant last month to produce hangers for distribution partner Laidlaw.

Local residents are happy that jobs are returning to the area. “This community really needs jobs like this, so the more we get in here, the better,” returning staffer Amy Loeffel told Madison’s CBS affiliate, WISC-TV. “It’s just good to be back.”