pressing news - drycleanersweb.com.au · drycleaners are doing well, others are not doing so well...
TRANSCRIPT
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QLDKC Dry Cleaning and Laundry Installations
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DIA Corporate Partners
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3
EditorialThe carbon tax is now less than a month away. It will no doubt create some real problems for many businesses, but there is also a fear, sometimes unwarranted, of the unknown. The latter effect will probably take some months to dissipate, as the real-life effects of the carbon tax are quantifi ed and fi lter through the economy.
Then of course there is the general feeling of instability with the current
parliament, with continued suggestions of a change in leader and the likelihood of an early election increasing.
The coming months look set to be very interesting, both economically and politically. We can only manage the economic until given the opportunity to vote. The drycleaning industry is probably at its most unsettled I have seen in my time. Some drycleaners are doing well, others are not doing so well and both camps may well be just not giving me the whole truth.
I have my little indulgence with picking a quote for each magazine editorial and the above from Einstein should be applied to today’s economy. Further in the magazine is a review of NLP and its philosophy about change. What this is leading to is that change is required to survive in a tough world.
Back to the carbon tax and there is little we can do about it. The only joy maybe is that it will apply to everyone, that is, your competitors as well. So if energy costs are going up by 25% in the next 6 months it will apply to all. This will obviously put pressure on businesses to raise prices and you should not be afraid to raise prices. Whereas there may be concern that corners are being cut about other business expenses by some of your competitors, we all use energy and there is no getting away from paying this cost.
However, one word of warning. If your general production costs have risen, ie wage increase on July 1, energy increase each quarter, solvent and chemicals, packing materials, this is the reason for putting up prices. A blanket statement, “that it is due to the carbon tax” will bring unwarranted attention on you and the industry. Anyone remember GST and the attention the drycleaning industry received when prices were put up based on gst estimates?
Superannuation contributions are also going up, not immediately, but it will need to be factored into your cost structure.
I was talking to a company recently about what they need to do to improve their operation. They stated they do not have enough time to get policies and procedures in place and systemize their operation. They also mentioned their concern of having to put people off due to a downturn in business but they do not want to lose such good workers. It was suggested that rather than putting people off, how about doing the things you know that really need to done, like the afore mentioned systems, or major maintenance, or reconfi gure the production line for better materials handling.
This would bring effi ciency to the operation, build value into the business and strengthen their position when the economy improves. Whilst other businesses are doing nothing to change or improve their operation you should be looking at ways you can bring about suitable changes so you are in a strong position when the economy improves. While others will be looking for those hard to fi nd drycleaners and pressers, you will have kept your staff who will now be great advocates of the business as you have stood by them.
We are pleased to bring this edition of the Pressing News to all drycleaners across the country. We recognize the diffi culties that drycleaners are facing and recent strategic planning sessions by the Board has identifi ed various programs that will raise the profi le of the drycleaning industry and the DIA members. It is not the time to reveal some of these programs now, but keep an eye
out in the next couple of months for some exciting promotions.
The one event I will highlight is the fi rst DIA national conference and trade show for all drycleaners since 2005 when held on the Gold Coast, will be in Melbourne on Feb 23/24 2013. There will be a number of launches of new products and programs for the benefi t of drycleaners at this event and I look forward to seeing many of you there.
Philip JohnsCEO
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New Members
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Rockdale Dry Cleaners, NSW: Vourch You Long
Hello Hello Dry Cleaners, NSW: Karim Yousufzai
Red Dry Cleaners, NSW: Ramy Farmy
Mountain Top Dry Cleaners, Vic: Laurence D’Alessandro
Brown Gouge Dry Cleaners, Chelsea: Yinji Song
Prestige Laundry & Dry Cleaners, Fiji: Donelle Wylie-Williams
Insanity is doing the same thing, over and over again, but expecting different results - Albert Einstein
4
Contents
Pressing News
Key Contacts
Editor: Philip Johns
Events & Marketing: Ruth Speedy
Accounts: Lynn Potesil
Administration: Brit Bedrich
Advertising and editorial enquiries: 02 4993 3377
Drycleaning Institute of Australia Ltd
184A Vincent Street
Cessnock NSW 2325
Phone: 02 4993 3377
Email: [email protected]
Web: www.drycleanersweb.com.au
3 Editorial
4 Contents / Coming Events
5 Chairman’s Report
6 Asian Languages Welcome Message
7 Carbon Tax
8 About the DIA
10/11 Tasmanian Seminar Report
12/13 Frankfurt Texcare Report
16 Small Business Series - Writing a Business Plan – � nal
18/19 People in Drycleaning - Peter Corones – Envirostill Services
20 Book Club - NLP – Neuro Linguistic Programming
21 Press Release – Firbimatic
22/23 Associates Forum - Super update, Greenearth update
24 Associates Forum - Quality of perc
25 DIA conference
26 Complaints desk
27 Greenearth conference
Talk to Dave Stott about any of your Insurance policies; for expert advice and a free no obligation health check of all your policies on 1800 225 908.
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ComingEvents2012
August 31/Sep 2 Greenclean 2012 – Port Douglas, QLD
October 7 ‘Quality Finishing Techniques’ Workshop – Sydney, NSW
November 11 NSW Branch Xmas drinks – Sydney, NSW
November 14 DIA AGM – Melbourne, VIC
November 14 DIA/RMIT Awards Dinner – Melbourne, VIC
November 17 ‘What is my business worth?’ Workshop & Xmas Dinner – Launceston, TAS
2013Feb 23/24 DIA Conference, Awards Dinner & Trade Show – Melbourne, VIC
May 25/26 DIA Seminar – Hobart, TAS
June 20/22 Cleanshow 2013 – New Orleans USA
5
Chairman’s Report
Welcome to the June edition of “Pressing News”, an initiative of DIA National that continues to go from strength to strength, not only in its content but in the support it is receiving from advertisers. To them we say thankyou and look forward to a long and rewarding association with the drycleaning industry.
The May Board meeting was held in Melbourne and was the fi rst meeting conducted in accordance with our recently developed Strategic plan. This plan formed the basis of the day’s agenda, and allowed the Board to set a number of priorities over the next twelve months.
A high priority was given to the redevelopment of DIA’s website and the introduction of a structured electronic management system, allowing for on-line fee payment, event bookings and management, and improved communication.
Planning is also well advanced for the National Conference in Melbourne on Feb 23 and 24, so make
sure you lock those dates into your diary now. It will be an event not to be missed.
The adoption of the 2012/13 Budget also occurred at the May meeting. The end of year projection for 2011/12 sees the Association on a strong fi nancial footing, albeit that some expenditure did not occur as planned. The major new expense to DIA’s Budget during the year was the cost of providing free membership of DLI to all members, a cost we believe is of real benefi t to members. We welcome your feedback in this regard.
Just on feedback, over the next twelve months, DIA will be conducting a number of surveys of its members and we encourage and look forward to your input .
As Winter is now upon us, I hope all members are going “full steam ahead” and are prepared for the imposition of the Carbon Tax. As information comes to hand on the implications of the Tax, we will let you know.
Cheers for now,
Dan SmithDIA Chairman
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6
乾洗產業的主要團體 “澳大利亞乾洗業協會” 對您致上誠摯的歡迎。這封新聞信向您介紹本協會及其對澳洲國內各乾洗業者所提供的服務。
全澳洲僅約1,200家乾洗業者，所以我們必須合作以達成對產業整體和個別業者都更好的狀況結果。
“澳大利亞乾洗業協會” 深切體認現今少數民族在乾洗產業中所扮演的重要角色，特別是那些來自華裔和越南裔背景者。我們相信現在在新南威爾斯州和維多利亞州有將近50% 的乾洗業者具有亞裔背景，而在其他州其數目還在增加中。
近兩年我們很高興能和“新州少數民族社區委員會”合作一些計畫，特別是針對亞裔背景乾洗業者的項目。你們中的多數曾經參與2007/08年的亞裔乾洗業省電計畫，或者是最近2009/10年普及所有業者的省電計畫。我們感謝“新州少數民族社區委員會”對這些項目的協助，同時也感謝他們所提供的翻譯服務，包括此封信。
“澳大利亞乾洗業協會”主要的目的是幫助會員；假如您新加入此產業，或者是您使用英文有困難，都是我們的重點協助對象。我們的訓練計畫能增加您對包括汙點清理技術、燙熨、機器維修和顧客服務等方面的知識。我們也提供工業關係諮詢熱線，協助處理員工事務和顧客抱怨服務，例如我們能協助您處理顧客關於禮服問題的抱怨。
我們和銀行及保險公司也有商業夥伴關係，所以能為我們的會員節省費用。這些商業夥伴關係包含 陽光州立保險仲介 (Sunshine State Insurance Brokers) 和Suncorp 銀行的eftpos 費率。
我們希望您可以和我們連絡，了解我們能如何協助您的生意，我們也希望您可以考慮加入協會。一個強大的產業需要一個強而有力的協會，而您的加入將促進協會的壯大發展。
執行長
飛利浦 強茲 (Philip Johns) 敬上
Chúng tôi thuộc Hiệp Hội Giặt Ủi Úc Châu, một tổ chức của ngành giặt ủi, nồng nhiệt chào đón quý vị đến với chúng tôi. Lá thư này được gởi đến quý vị để giới thiệu về hiệp hội và các dịch vụ mà chúng tôi cung cấp cho các chủ nhân giặt ủi khắp nước Úc.
Chỉ có khoảng 1200 tiệm giặt ủi ở nước Úc và chúng ta cần phải hợp tác với nhau để tạo ra những kết quả tốt đẹp hơn cho ngành giặt ủi và cho mỗi bổn tiệm của quý vị.
Hiệp Hội Giặt Ủi Úc Châu hiện nhận thức vai trò quan trọng của các cộng đồng sắc tộc trong ngành giặt ủi, nhất là sắc tộc người Việt và người Hoa. Chúng tôi biết rằng có khoảng 50% các chủ nhân tiệm giặt ủi tại NSW và Victoria có nguồn gốc Á Châu, và con số chủ nhân tiệm giặt ủi gốc Á Châu ngày càng gia tăng ở các tiểu bang khác.
Chúng tôi thật sự hài lòng khi đã hợp tác với Hội Đồng Các Cộng Đồng Sắc Tộc NSW trong những năm gần đây để giới thiệu nhiều đề án cho chủ nhân tiệm giặt ủi gốc Á châu. Một số quý vị có lẽ đã tham gia vào Đề Án Tiết Kiệm Điện dành cho Chủ Nhân Giặt Ủi gốc Á Châu vào năm 2007/2008 và nhiều quý vị khác gần đây đã tham gia vào Đề Án Tiết Kiệm Điện Toàn Diện vào năm 2009/2010. Chúng tôi thành thật cám ơn Hội Đồng các Cộng Đồng Sắc Tộc đã hỗ trợ chúng tôi trong những đề án này cũng như giúp chúng tôi trong việc dịch ra ngôn ngữ của quý vị, trong đó có lá thư này.
Hiệp Hội Giặt Ủi Úc Châu luôn có mặt để giúp đỡ tất cả thành viên và đây là điều quan trọng đối với những chủ nhân nào mới bước vào ngành giặt ủi hoặc gặp trở ngại với Tiếng Anh. Các chương trình huấn nghệ của chúng tôi có thể giúp quý vị cập nhật kiến thức về Kỹ Thuật Tìm Vết Dơ trên quần áo, ủi ép, bảo trì máy móc và tiếp đãi khách hàng. Chúng tôi cũng cung cấp đường dây hỗ trợ về quan hệ chủ nhân và nhân công để giúp quý vị xử lý những vấn đề xẩy ra giữa nhân công và chủ nhân, và dịch vụ giúp chủ nhân giải quyết những khiếu nại của khách hàng khi giặt ủi quần áo của họ.
Chúng tôi cũng hợp tác với ngân hàng và các công ty bảo hiểm, vì thế chúng tôi có thể cung cấp thêm các đề án tiết kiệm cho thành viên của hiệp hội. Hiện nay chúng tôi đang hợp tác với các Môi Giới của Bảo Hiểm Sunshine State và Ngân Hàng Suncorp về tỷ giá eftpos.
Hãy gọi cho chúng tôi để tìm hiểu thêm về các dịch vụ mà chúng tôi có thể trợ giúp quý vị và chúng tôi hy vọng quý vị nghĩ đến việc gia nhập vào hiệp hội giặt ủi. Ngành giặt ủi phát triển mạnh là nhờ có một hiệp hội vững mạnh và việc gia nhập hiệp hội giặt ủi của quý vị càng làm cho hiệp hội của chúng tôi phát triển lớn hơn nữa.
Chân Thành Cám Ơn
Philip Johns
Viên Chức Quản Trị
針對華裔和越南裔背景乾洗業者的歡迎辭
Lá Thư Chào Mừng Gởi Đến Các Chủ Nhân Tiệm Giặt Ủi
gốc người Việt và gốc người Hoa.
DRY CLEANERS AND THE CARBON TAX BY TONY ABBOTT MHR, FEDERAL LEADER OF THE OPPOSITION
Almost every suburban and regional shopping centre in Australia has a dry cleaner. Along with the local newsagent, hairdresser and cafe, dry cleaners are bastions of small business entrepreneurship across Australia.
Local dry cleaners will be on the front line of Labor’s carbon tax assault on small business.
Though many dry cleaners have become more energy effi cient in recent years, energy costs are still a big part of their costs.
According to the Energy Users Association of Australia, Australian businesses and households already pay some of the highest electricity costs in the world with electricity prices increasing by 40 per cent in real terms since 2007. The Government’s own estimates project that the carbon tax will drive up electricity prices by a further 10 per cent and gas prices by 9 per cent – and that’s just in the fi rst year. Many other organisations have argued that electricity and gas price increases will be far higher than the government’s estimates.
No matter what the fi nal outcome, we know the carbon tax will increase prices, cost jobs and make our exports more expensive. The longer the carbon tax is in place, the worse it will be for business with the carbon tax projected to go up and up.
These price increases will have a signifi cant impact on
dry cleaning businesses across Australia. Not only will they increase costs, they will also impact the purchasing decisions of households as prices increase.
Greg Combet has already brushed off the concerns of dry cleaners by saying “A dry cleaner is not competing against dry cleaners in China”. Greg Combet does not realise that dry cleaners compete every day for customers. While a local dry cleaner might not compete against a similar business in China, it does in fact compete with every other demand on a household budget.
Having visited and talked with dry cleaners in many towns and suburbs across Australia, it is clear to me that the carbon tax is as toxic for local dry cleaning businesses as it is for major Australian exporters.
The Government has no mandate for this tax which is based on a lie. Julia Gillard promised six days before the last election “there will be no carbon tax under the government I lead”.
This broken promise will do great damage to businesses across Australia. Treasury estimates the carbon tax will reduce Australia’s cumulative output by a total of one trillion dollars by 2050. The carbon tax is a reverse tariff that will act like a wrecking ball across the economy.
At the next election, I will seek a mandate from the Australian people to repeal this tax. Repealing the carbon tax will be the fi rst order of business for a Coalition Government.
Carbon Tax
8
About the DIA
1. Investigations being under taken by the EPA in each state in regards to drycleaning waste handling.
2. The Workcover/Worksafe investigations of drycleaning premises for the correct procedures on worker safety.
3. The implementation of a national Work Health & Safety program
As the readers of this magazine are all drycleaners, you understand how diffi cult the past number of years has been for the industry. A number of businesses have closed their doors and many others are on the brink of following. Now is not the time for a divided industry and bitter personal squabbles and petty jealousies to get in the way of a truly strong and united industry association representing the whole industry.
Free lunches for members are a nice idea but they do not get more customers through the door or inform government agencies of the diffi cult issues facing the industry. The breakaway associations are doing little to represent their members where it counts. The DIA has maintained that a strong local state body is required in each state but it does need to be coordinated through a single national body with the resources to achieve results.
If you do not belong to any association, ask yourself where will you go when there is a contaminated site problem, an inspection by Workcover or an irate customer does not believe you when their garment is ruined?
If you are a member of another association, ask yourself if you are receiving real benefi t from your association and do you feel confi dent that your association can provide the support you need when a major problem occurs?
The DIA has the resources and connections to ensure that the drycleaning industry is here for a long time by battling those forces wanting to change the rules on care labeling, environmental issues and employee management.
Give us a call on 1300 134 511 to register your interest in receiving further information about membership and what the DIA can do for you.
We welcome this opportunity to provide for your reading pleasure this special edition of the Pressing News and look forward to talking to you about any issue of concern. .
Philip Johns
CEO
The Drycleaning Institute of Australia (DIA) is the only national representative body for the drycleaning industry. It maintains a presence in each state through local committees and conducts training workshops, seminars and trade shows as well as provide various member services including the following;
1. Industrial relations hotline
2. Human resources assistance
3. Customer complaints handling service
4. Quarterly magazine
5. E bulletins every two weeks
6. First Alert program which advises members of problem garments
7. IR Fact sheets
8. Third party agreements
a. Very competitive eftpos rates
b. Special premiums on drycleaning specifi c insurance
c. Telephone reduced call charges
9. Accreditation programs
10. Legislation updates on OHS, EPA and Workcover
The DIA was the only drycleaning association that tendered submissions to the ACCC when the care labeling standard was under review. The push from retailers was for the care labeling standard to be made optional. Imagine the industry if there were no care labels to advise the professional cleaner and the customer how to best clean an item.
The DIA was the only drycleaning association that presented a submission when Fair Work Australia was introducing the new modern awards. There were extensive changes proposed by the unions for the new drycleaning and laundry award but the DIA represented the industry at its own cost.
The DIA is also the only drycleaning association to have made a submission to the Fair Work Australia review of the modern award system which is currently underway. This submission has addressed a number of issues that drycleaners are facing in managing their employees and their entitlements and identifi es the problems of the modern award for the industry.
The DIA will continue to represent the industry on all matters that are currently facing the industry. These include;
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DOWPER® dry-cleaning solvent is tested and passed ASTM D4081 and is recognized as an approved dry-cleaning solvent by the Inter-national Fabricare Institute (IFI).
80% of the Perc production in the world is used as chemical feed stocks for refrigerants. Only 20% of Perc is specially manufactured for dry cleaning purpose and therefore it costs more.
Most Perc is designed as chemical feed stock for refrigerants which contains little or no stabilizer.
There have been claims made that a stabilizer is added to the inferi-or grade of Perc after it arrives in Australia. The problem with the delayed addition of stabilizer is the possibility of forming hydrochlo-ric acid in the Perc when it is exposed to air/oxygen during storage and transport. The Perc could be acidic and remain acidic even after the addition of stabilizer.
The acidity of industrial grade Perc could cause the corrosion of the dry-cleaning machine, reducing the machine life-span and the re-covery capability of the solvent. It may also cause problems to the garments in the wash cycle.
What type of damage can this cause? Obtain the fact sheet from your local PERCLEAN® distributor or contact us.
10
As to be expected Tasmania’s seminar held on the weekend of May 26/27, was a great success. There were 9 visitors from Victoria and another nine from NSW. Such are the benefi ts of a national organisation that it affords the opportunity for interstate members to hear some important information about the industry and then take an extended break to see another part of the country.
There were at least two interstate couples who headed off on Sunday afternoon to act as tourists around this pretty island.
The program was a little different this year with three workshops conducted on the premises of Daisy Fresh Dry Cleaners kicking off proceedings. This is one impressive plant and remarked upon by everyone in attendance. As I know there is a report to come out in the National Drycleaner very soon, I won’t say too much except that the plant was polished up and glistening when nearly 40 drycleaners descended upon it on Saturday afternoon.
Following a brief welcome from CEO, Philip Johns, the delegates were divided into three groups by taking a lucky dip from the chocolate bag. The Freddo Frogs headed off to the cleaning section for the presentation on Secrets of Hydrocarbon Cleaning. The Caramello Bears made their way to the front counter for the customer Service session, and the Whitakers Peanut Bars moved upstairs to the fi nishing section for the Silk Finishing Techniques.
Greg Husband, formerly of Daisy Fresh and now of Status Sandy Bay, presented his take on what customer service is all about. The overview of this talk is that Greg believes that it does not matter what happens out the back, it is at the front counter where the action is. This is the face of your business and the counter staff need to be well trained and competent in what they are doing. More importantly they need to enjoy good customer service to be able to give good customer service.
One point that I really related to was that of the staff tending to look at the computer screen and not the customer’s face when they work into the shop. They are looking at the screen because they are either logging on or just getting ready to take a phone number. It is much better customer service if you engage the customer fi rst and then ask for their phone number. It would take just 5 seconds to do this but the impression is one of care and attention. The same goes for the handling of the garment. Rather than rolling it into a ball and throwing into a bag or bin, it would take only another 5 seconds to just carefully pick it up and then lay down on the counter in a gentle manner. This simple act shows the customer that you really care about their clothes.
There are many types of customers and many behaviours that go with the customers. You all know them now, so it is important to be able to empathise with them and treat each one with suitable actions. Greg impressed upon everyone the importance of that extra 5 secs at each stage of dealings with a customer.
Philip Johns gave a quick snapshot about customer complaints handling, which boiled down to just 5 points. Get a system in place, say your sorry, get all the facts, decide on the course of action and followup.
Plenty of other common sense things such as ring the customer if you say you are going to ring the customer. Handle the complaint now, not next week. Be decisive.
Mathew Bowen and Brett Phillips from Stev –Tex had a captivated audience with their discussion on hydrocarbon cleaning. The use of detergents was widely debated and it is important for handling certain items especially silks and acetates. It improves the clean on blankets and doonas but you do not have to use detergents for every load.
The two machines at Daisy Fresh are 25kg Unions which are still-less, therefore they use tonsil powder. There are some handling procedures required when using a still-less machine but these are not onerous and once adopted, should give you trouble free clean solvent.
Rosemary Wright of Culla Change and Gregg Taylor from Torquay Dry Cleaners had the task of silk fi nishing techniques. Rosemary had a number of samples of silk fabrics that had been treated and fi nished in different ways. This highlighted the handling required for the different types of silk fabrics found in the industry. Gregg had his chart of the ten commandments of silk fi nishing as well as 40 years of
experience to explain the process of achieving the best outcome.
These workshops were repeated three times so each group had the workshop in small workable numbers. It also meant that the presenters were excellent by the last workshop!!
After so much talking and discussion, what better thing to do than a beer tasting. With Boags brewery only 300 metres down the road and their Beer Lovers Centre waiting for us, we made a brisk pace to saviour the delights of 6 different Boags beers. As a committed beer lover, I can report that the beer tasting was very worthwhile and enjoyed by all including the ladies.
Dinner was held at the Mekong Vietnamese Restaurant and a banquet provided. As expected with thirsty drycleaners, many a beer and wine was taken in what was a very relaxed and informal social evening and great networking on the night.
The keynote address on Sunday was from Deborah Rechnitz entitled ‘The Sustainability of Drycleaning’. Deborah is a consultant to the drycleaning industry and is well known to many through her work with Methods for Management and more recently with Greenearth.
The industry is fortunate to have someone like Deborah who brings a unique perspective to the many areas within drycleaning. Deborah challenges the delegates but also offers direction on how to achieve a better business. This presentation looked at the customer’s perspective and this list should not surprise anyone – What don’t many customers like about drycleaners
• High price• Untrained staff• Inconvenient• Neglected store• attitude
All of these points can be addressed but are you willing to try.
The advent of drop boxes, 24 hour wardrobes and in car service are all being used to some extent in the industry now. This provides the convenience.
Untrained staff and attitude are part of a management problem. Train your staff, they are the face of your business and attitude normally comes from the owner/manager and transposes to the staff. The neglected store is also up to the owner.
I really enjoyed Deborah’s take on pricing. A little resistance from your customers to your pricing is a good thing. Too much resistance would indicate the price is too high for the perceived value. Don’t be afraid to put your prices up if you are offering the appropriate value. You can change your packaging to not only project a better image but the customer will perceive more value of the service. Pass these costs on and add a bit extra.
There is always plenty in a Deborah Rechnitz presentation and this one concluded with a list of 10 ways to prosper:-
• Master the basics• Under promise and over deliver• Accept change and change with it• Sell more to existing customers• Reach where they spend time• Make it easy to do business with you• Sell sell sell• Multiply your sales force for free• Branding• Innovate
Hendric is a local from Launceston and really had the room looking at their mobile phones and tablet computers in a much more constructive way. No phones are not just for making calls apparently, they do so much more and it does not matter if you use its potential, remember it is your customers that are doing this. There is so much marketing and promotion that can occur through clever use of websites, social media sites and it can all be accessed through mobile services.
The QR code fascinated everyone and I am sure you will see these popping up on drycleaners sites everywhere in the very near future.
Heartfelt Images is a volunteer group of photographers that provide their services to families of sick and dying children. Vikashni Moyle’s
Tasmanian Seminar
11
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husband is the photographer but she showed us a heart rending montage of terminally ill and dying children and their last moments photographed with their families. Exceptionally moving and surprising how beautiful the images where of the grieving families. Daisy Fresh Drycleaners donated $100 to the cause and the DIA matched that offer.
Lunch at the Gorge Restaurant rounded out another great Tasmanian event. I can only recommend that everyone give consideration to be in Hobart next year.
12
Texcare International is held every 4 years at Frankfurt, Germany and is the third largest exhibition centre in the world. This year Texcare had over 15,000 visitors.
Texcare is one of a few major textile shows in the world. The others are:
• The Clean Show – USA – June 2013
• Texcare Asia – China – November 2013
• Expo Detergo – Italy – 2014
There were no revolutionary developments in dry cleaning at Texcare this year. However, there was some interesting information.
Wet Cleaning
The world of textiles is changing all the time. New fabrics, trims, and dyes all represent new challenges. Wet cleaning is becoming increasingly more popular as it helps deal with the new challenges we face.
Modern day wet cleaning was presented to the market in 1991. It was a combined project between two German companies: machinery manufacturer, Miele, and chemical manufacturer, Kreussler. Since then wet cleaning has come a long way and now most modern suspended washing machines can be used as wet cleaning machines. Wet cleaning uses a combination of special programs and advanced chemicals to process dry clean only garments and hand washables in a commercial washing machine.
Perfect for water based stains and giving garments a fresh feel and scent.
Some manufacturers advertise it as a replacement to traditional dry cleaning. This is not wise as you cannot replace dry cleaning 100% with wet cleaning – there will always be garments that are more suitable to dry cleaning. Yet wet cleaning is an excellent complimentary product to dry cleaning.
Shirt Units
It is obvious that shirts have become a big part of the average dry cleaning business. There were shirt units everywhere at the show.
Barbanti released their new rotary double buck tensioning shirt machine. This is based on the award winning (best at show – 2011) M483 tensioning shirt machine. It can successfully complete 80 – 100 shirts per hour. They also showcased their new energy saving devices that recover up to 25% of the heat out of the machine.
Most European manufacturers released a press-body/blow-sleeves shirt machine. There were some interesting designs and some were even Tefl on coated. They were only available in single buck versions, and have smaller bucks than their American and Japanese counterparts. They were generally quite expensive and still lag behind industry leaders such as Unipress and Itsumi. On the positive side, with this many manufacturers in the game
Texcare – Frankfurt - May 2012
13
we should expect to see faster advancements in new features and the extra competition should ensure prices remain competitive.
One thing that became apparent is that the shirt machine is only one part of the equation to a successful shirt business. Proper programing of your laundry equipment, quality chemicals, and using a quality fi nishing agent (NOT starch) are also very important.
Dry Cleaning Machines
The most notable new machine at the Texcare show was the Hydrofl ex machine from Firbimatic. This is a combination 12.5kg dry cleaning machine, 25kg laundry machine, 12.5kg laundry dryer and wet cleaning machine. It can be used with water and either hydrocarbon or GreenEarth. This machine is aimed at small operations or as a secondary machine.
Most manufacturers now offer a full range of machines for Perc, Hydrocarbon, GreenEarth, and SystemK4.
It was evident that whilst Germany manufactures some machines, such as Bowe and Easyclean, their prices are still very high (especially considering some of the machines are partly made in China). In the main western markets (Europe, America, Canada, Australia, etc) the Italian manufacturers still have over 80% market share. The 4 largest of these manufacturers are:
• Realstar
• Firbimatic
• Ilsa
• Union
GreenEarth
Because of the aggressiveness of perc, solvent chilling has been a standard feature on most dry cleaning machines. But now it seems that solvent heating could be the future for solvents like GreenEarth. Recent developments by soap and machinery manufacturers have shown increased cleaning capabilities of GreenEarth. Tests show that by running the solvent between 40°C - 45°C the cleaning was better and the cycle times were shorter. Keep an eye out as this technology develops further.
What’s Next?
The next big show that is more applicable to the Australian market is the Clean Show in New Orleans, USA. This will be held 20-22 June, 2013. It is a great show, a good opportunity for a change from the day to day work, and a chance for some inspiration. Go to www.cleanshow.com for more information.
Roving Reporter
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Finishing Equipment
* Presses* Formers * Steam tunnels* Pants toppers* Vacuums* Puff irons* Bagging machines* Bagging machines* Spotting tables* Hand irons* Ironing tables* Boilers
For over thirty years Union has been the leader in dry cleaning technology and with after sales service from Spencer Systems and our network of distributors, there is no other choice for dry cleaning machines.
Our range includes Perc, SystemK4, Hydrocarbon and GreenEarth. Sizes are avaliable from 10kg to 105kg.
* Washers 10kg - 215kg* Dryers 15kg - 210kg* Wet cleaning machines* Roller ironers* Fireman drying cabinets* Boilers
* Double buck* Single buck* Tensioning machines* Plate machines* Collar and cuff presses* Australia’s biggest range* Boilers* Boilers
Laundry Equipment
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Spencer Systems - 17 Shoplands Rd - Annangrove NSW 2156Ph (02) 9679 1244 - Fax (02) 9679 1992 - Email [email protected]
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Australia’s Most PopularDry Cleaning
Machine
Finishing Equipment
* Presses* Formers * Steam tunnels* Pants toppers* Vacuums* Puff irons* Bagging machines* Bagging machines* Spotting tables* Hand irons* Ironing tables* Boilers
For over thirty years Union has been the leader in dry cleaning technology and with after sales service from Spencer Systems and our network of distributors, there is no other choice for dry cleaning machines.
Our range includes Perc, SystemK4, Hydrocarbon and GreenEarth. Sizes are avaliable from 10kg to 105kg.
* Washers 10kg - 215kg* Dryers 15kg - 210kg* Wet cleaning machines* Roller ironers* Fireman drying cabinets* Boilers
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16
Small Business Series
Business PlanningThis is the fi nal installment of the 8 steps in the preparing of a business plan. Oddly enough, we are now at steps 6, 7 and 8 of the planning process.
Step 6 – Write the PlanWhen writing a Business Plan you should be listing the means by which you can capitalize on your strengths and minimizing your weaknesses. It will state how you intend to take advantage of opportunities and avoid potential threats to the business. The document should include a marketing plan, a fi nance plan, a human resource/training plan, and plans covering any other major areas of you business.
Each section of the plan should obtain objectives and strategies. Objectives state where you are going and should be measurable and quantifi able. Strategies on the other hand state how you will achieve your objectives. All these plans should be supported by budgets and cash fl ow forecasts where applicable. A starting point is in the next table.
Step 7 – Implementing the PlanThis section breaks the plan into a number of tasks, timings and responsibilities. It should state who is responsible for “getting the task done” and specify a date for this action to occur. Simple forms would look like the following for each month and also a compilation form for the year.
Step 8 – Monitoring the PlanOn a regular basis, all activities should be monitored to make sure the business is achieving what was planned. All business managers no doubt are aware of falling into the trap of constantly “fi refi ghting”. Always keep the big picture in your mind and stay focused on the job of achieving your goals. If any objective is not met, ask the question, “why not?’
If objectives are not being met then you may have to reconsider your initial plan. Often events occur throughout the planning period that will affect your initial assumptions. A good evaluation of all your objectives and the level achieved will lead to better future planning.
So then, just to recap on the planning process
Step 1. Analyse your BusinessStep 2. Analyse your SalesStep 3. Analyse your marketStep 4. Analyse your competitionStep 5. SWOT AnalysisStep 6. Write the planStep 7. Implement the planStep 8. Monitoring the plan
Good Luck and better planning
January
Tasks to complete
1
2
3
4
5
Objectives Key Measurable Variable Strategy
Financial - Sales inc Next Year- Gross profi t inc Year 2- Nett profi t inc Year 3
Year 4Year 5
Marketing General objectives- Existing products - Existing markets- Existing products - New markets- New products - Existing markets- New products - New markets- Price -- Promotion -- Sales -People & TrainingSystems & Processes
Objectives Tasks Jan Feb Mar Apr Jun Jul Aug etc
1
2
3
4
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18
Peter CoronesThe drycleaning industry is privileged to have many operators that are doing great things within the industry and thus promoting a positive image of drycleaning. One such operator is Peter Corones of Envirostill Services based in Adelaide.
Peter and I came to the national board at the same time in October 2005 and as Peter is now stepping down from the board at the next AGM, it is time to hear his drycleaning story.
Peter worked for Alsco for 17 years and was branch manager at both the Melbourne and Adelaide plants. However a burning desire to own his own business led Peter to taking up a partnership in 1984 with Quality Drycleaners which was a major industrial drycleaning operation. Peter and business partners Fred Meyer and Paul Battistella sold the Quality Drycleaning operation to Alsco in 2008.
The Quality Drycleaning business was a massive user of perc with a consumption averaging 2,000 litres per month. It was also a massive producer of waste due to the degree of soiling of the gloves and aprons cleaned through the two huge Donini 70kg machines and two 75kg Firbimatic machines. This also led to a problem in the early 2000s when there was no processor of perc waste in the country. Peter and Fred decided they needed to fi nd a solution to their problem of waste.
Solvent RecyclingThey designed and constructed a Solvent Distillation Unit in 2003 primarily for their own waste. As it became apparent that the drycleaning industry was stockpiling dangerous levels of waste, Quality started to take in and process waste from other states. It would be fair to say that if not for this processing unit, the various state EPAs would have been looking very closely at the drycleaning industry and closing down drycleaning machines because the waste could not be treated adequately.
Having sold the drycleaning business to Alsco and then changed its name to Envirostill Services, the company could now concentrate on the waste service. Due to the advent of alternate solvents and changing legislation that requires all distillation waste from a drycleaning shop must be taken away by a licensed waste collector, Envirostill Services have ensured they can handle all drycleaning wastes, including Greenearth, hydrocarbon and K4.
The zero waste solution employed by Envirostill means that the waste produced following this recycling process is used as a fuel to fi re cement kilns and thereby classifi ed as energy recovery. A most remarkable and responsible outcome for the industry and a great tribute to Peter and Fred for developing and then driving this process.
Peter’s AchievementsBut enough about how Peter came into drycleaning and what he did in drycleaning, who is Peter Corones the man. As stated above, I came to the national board at the same time as Peter and from my experience, Peter is one of the hardest working and most productive board members to serve the DIA. He currently presides as Vice President and has held this post for 5 years. He was instrumental in establishing the new constitution for the national body and I am sure that Peter is disappointed that his home state of SA did not agree with him and support the move to a single national body of drycleaners. He also developed the employment contracts used now for the staff of the DIA. His research and input on matters involving the new consumer law and other matters of legal consequence is outstanding.
DIA Board Achievements Peter is a great team player and has listed the achievements of the board during his time as the move to a single entity, better management and governance, effective fi nancial controls and budget planning, a strategic plan and policies to match, a substantial public profi le through the website and magazine Pressing News. Peter had a hand in most of these. He also lists the background work of the DIA’s input into the new modern industry award and the ACCC enquiry into care labelling as signifi cant contributions of the DIA for
the industry.
Q&AHaving been both a drycleaner and now a supplier, Peter has a unique view of the industry and his thoughts on where the industry may be heading are worth taking note. I asked him a couple of questions: -
What problems is the industry facing? – “there is a general decline in drycleaning services and this could be linked to the decline in professionalism of the industry. The industry must be unifi ed but this may be diffi cult due to a diversity of cultures, waning interest from drycleaners and the pull of special interest groups. With stricter regulations more drycleaners are likely to not meet their compliance responsibilities and this could affect the whole industry.”
And what will the industry look like in ten years time? –“Dry cleaning stores will have to diversify to survive and offer complementary products and services. There will be fewer wet plants in shopping centres and residential areas and there will be an increase in the incidence of dry cleaning contaminated sites. Waste disposal will be more strictly policed either by the industry itself or by government inspectors and the cultural diversity will continue to increase in the ownership of dry cleaning businesses.”
People in Drycleaning
19
What should the DIA do to assist the industry in the next ten years? –“The DA will be working more closely with garment manufacturers, retail stores and fashion houses as well as with government authorities on matters such as industrial relations, occupational health & safety, consumer law, environmental issues, workcover, etc. The biggest issue facing the industry is waste management and contaminated sites and the DIA will be providing the support mechanisms for these issues. For the DIA to be truly representative of the industry it must engage with plant owners from different cultural backgrounds. “
Now that you are stepping down from the DIA board, what will you do with all that free time –“I will continue to be involved with recycling dry cleaning waste for as long as this remains viable but this only provides me with part-time employment. I am actively seeking a new challenge and have a couple of irons in the fi re and I need time to develop these. However, most importantly, I intend to spend more time with my wife and working on our property in the Adelaide Hills. This will include renovating the house, new fencing for all paddocks, planting more trees and maybe increasing the livestock. Oh, and of course, playing more golf and going on golfi ng trips.”
Prepared in February 2012 by AustralianSuper Pty Ltd ABN 94 006 457 987 AFSL 233788 the Trustee of AustralianSuper ABN 65 714 394 898. Consider whether AustralianSuper is appropriate for you. Read our Product Disclosure Statement, available at www.australiansuper.com/FormsPublications or by calling 1300 300 273, before making a decision about AustralianSuper. Statements made by AustralianSuper members in this advertisement have been reproduced with the members’ consent, which has not been withdrawn at the date of this publication. Investment returns are not guaranteed as all investments carry some risk. Past performance gives no indication of future returns.
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19
Penguin Dry CleanersDrops and Swaps
Solvents
Robert Stevens & John Murphy during the drop & swap from hydrocarbon to GreenEarth
John Murphy of Penguin Dry
Cleaners talks about his drop and
swap from hydrocarbon to GreenEarth
Recleans “The returns out of
hydrocarbon were probably about
15-20%; with GreenEarth we
were always having around 10%.”
Cycles times are “pretty much the
same.”
Hydrocarbon “wasn’t giving me
the results we wanted. . . It still
has a smell. . . It is not a better
option.”
Types of garments in
GreenEarth? “Everything”
To hear more of what John has to say
visit www.gecleaning.com
Questions: Ph: 02 8003 6727
Email: [email protected]
Penguin Dry Cleaner’s
Drive Thru
20
Book Club
NLPNeuro-Linguistic- Programming (NLP) is one of the latest and hottest concepts to hit the business and personal development scene in recent times. As we have reviewed in past magazines the tried and true management books of Dale Carnegie and Spencer Johnson, it was time to review if the new concepts are any different to the aforementioned benchmarks.
In a strictly literal sense, NLP means
Neuro – which covers what goes on in the brain and in the nervous system
Linguistic – referring to the way that we use words, and how this affects our perceptions of, and relationship with, the external world
Programming – an interactive process which allows us to make very precise choices about the way we think, speak and feel.
NLP is the study of excellence. It is an attitude of learning, curiosity and respect for unique ways of being in the world. Over the years NLP has uncovered an increasing number of tools and techniques for discovering what constitutes excellence. In particular, it is a means of fi nding essence of that excellence – the difference that makes the difference – and doing so in such a way that it can be coded and reproduced. We can have excellence at our fi ngertips, available whenever we choose. As a result, we can coach ourselves and others to consistently achieve the results we want for ourselves, our business and our life.
NLP is a process of modelling the conscious and unconscious patterns that are unique to each of us in such a way that we are continuously moving toward a higher potential. NLP is a study of what works, especially of what works well.
NLP will continue to increase in relevance as we embrace new cultures, break new ground, challenge traditional ways of doing things and embrace those traditions too where appropriate. We need to learn how to use new technology in ways that are creative and different. If you do what you always did, you get what you always got.
Many of us are aware of the saying “Insanity is doing what you always did but expecting a different result”, but how often do we continue to do the same thing but want a different result? NLP helps us to achieve hat different result.
The overriding view in NLP is that whenever we interact with other people and/or with the environment we do so on the basis of a whole multitude of presuppositions or assumptions about what is or is not true in any given situation.
In most cases these assumptions are based on prior experience of some kind. For example, when you get out of bed in the morning do you check that there is fl oor for you to stand on? Or do you simply take it for granted that the fl oor will be exactly where you left it the night before? A simple enough assumption but observations of persons with alzheimers disease can show how crippling this approach would be.
NLP draws its own assumptions and these can be best described in the following;
Context makes meaning – when someone comes towards with a knife, it makes big difference if you are in kitchen and the person approaching is a chef preparing food or you are in a dark alley and the person approaching is demanding money.
Every behaviour has a positive intention – whilst a controversial assumption, it must be remembered that it applies as far as the person exhibiting the behaviour is concerned. It does not suggest that all behaviour will have positive benefi ts for everyone involved.
People will make the best choice available to them – similar to the above, people will make the best choice available to them. The key issue is that very few people will deliberately make a bad choice.
The person with the greatest number of choices is most likely to achieve their outcome – if there is only one option on a decision, that is really no choice at all, two options is more of a dilemma, real choice only starts with three or more options.
Change makes change – the NLP approach to “the only person you can really change is yourself” is that if you change you will affect other people around you. Cybernetics suggests that if one element in a system changes, then the whole system must change to adapt to the changed element. That system could be your business, family or friends and by you changing your behaviour or whatever, the system will adapt to your change. (a powerful but interesting concept)
You cannot not communicate – this is more to do with what you say and what you don’t say and what we do and what we don’t do. This is part body language meets orator. Just think of teenagers and their sullen, non verbal communication. It is in our best interests to understand what it is that we are communicating consciously and subconsciously.
If you want something different you must do something different –already mentioned above about wanting a different result when doing the same thing. You must be prepared to change your behaviour until you can achieve the outcome you desire.
There is no such thing as failure only feedback – when something does not go according to plan it is often seen as a failure, NLP teaches that it is not failure but feedback. What the process of action did, was show that the action was a demonstration of what not to do and so analysing the results should arm you with a better course action for the future.
To attempt to wrap this review up of a system rather than a book (which would be much easier), NLP is about increasing people’s effectiveness and maximising their potential. It achieves these results by fostering individuality in a constructive manner.
There are many books on this subject and a couple you should look for are –
21
The year 2012 will represent a new beginning for Firbimatic in Australia. Firbimatic is part of the world’s largest manufacturer of dry cleaning machines.
It was clear that in order to support existing customers with quality service and spare parts and to ensure that machines are delivered on time that major changes had to be made.
Firbimatic has considered carefully who should represent their product throughout Australia and decided on the following organisations:
NSW - Shawt Circuit Electrical 0407 773 979 [email protected]
QLD - KC Dry Cleaning & Laundry Installations0405 032 918
VIC - Stev-Tex Laboratories03 9555 [email protected]
WA - WA Dry Cleaning Solutions08 9248 1960
A few facts about Firbimatic
• World’s largest manufacture of dry cleaning machines with an experience of over 40 years in the industry and exporting in over 102 countries.
• Ultra modern factory of over 20,000sqm with ultimate manufacturing equipment allowing to achieve increased productivity and ongoing improvements on quality and design.
• Most fi nancially stable dry cleaning machine manufacturer in the world.
• Largest range of spare parts and service technicians in Australia
Press Release – Firbimatic
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22
Our 2012 Federal Budget super Q&ABack to the black was the theme for this year’s Budget. In the superannuation space, the Government continues its path of reform to deliver better retirement savings for most Australians.
However, people currently over 50 taking advantage of the $50,000 before-tax contribution cap, as well as those on incomes of more than $300,000, did not fare as well.
Our Budget Q&A summarises the key superannuation changes.
What are the Federal Budget’s proposed changes to super?
There are just two proposed changes to super:
• $50,000 before-tax contribution cap for those over 50 to be reduced to $25,000.
• Reduction of the tax concession on before-tax super contributions for those earning above $300,000.
When will the changes come in?
The planned implementation date for these changes is 1 July 2012. But the changes are only proposed and they must be debated and approved in Parliament before they become law.
How is the limit to before-tax contributions to super changing?
From 1 July this year, the $25,000 before-tax contribution cap will apply to everyone – regardless of age.
AustralianSuper will contact those members who are impacted by this change as soon as it becomes law. AustralianSuper
members can call us on 1300 300 273 and get fi nancial advice on contributions at no extra cost.
It’s important to note that this change applies to before-tax contributions only: there are no changes to after-tax contributions limits.
What happens if I put too much money into super?
If you contribute more than the before-tax contribution limit you can apply to have excess contributions of up to $10,000 refunded. These will then be taxed at your marginal tax rate.
But you can only apply for a refund once and only in the fi rst year excess contributions are made. After that, you can’t have excess contributions refunded and you will have to pay additional tax.
Where can I get more information?
A news item and fact sheet summarising the Federal Budget is available on our website at www.australiansuper.com/FederalBudget
Full information is also available on the Government’s budget website at www.budget.gov.au
AustralianSuper prepared this document in May 2012. This document is of a general nature and does not take into account your personal objectives, situation or needs. Before making a decision about AustralianSuper, consider your fi nancial requirements and read our Product Disclosure Statement, available at www.australiansuper.com/pds or by calling 1300 300 273. AustralianSuper Pty Ltd ABN 94 006 457 987 AFSL 233788, Trustee of AustralianSuper ABN 65 714 394 898.
Associates Forum
⇒ ⇒ ⇒ ⇒ ⇒
23
Green light to D5 SiliconeCanada Reverses PositionThe Government of Canada has formally announced that siloxane D5 is not harmful to the environment. Environment Canada has reversed the draft screening assessment fi rst issued in 2008 stating that D5 is entering the environment under conditions that "may" have effects on the environment.
The Minister of Environment appointed a scientifi c expert Board of Review to study whether D5 silicone does in fact pose a danger to the environment or its biological diversity. Its conclusion? Not only is siloxane D5 not harmful to the environment, projected future uses of siloxane D5 “will not pose a danger to the environment or its biological diversity”.
From GreenEarth's perspective, the whole bioaccumulation issue was something of an imaginary "boogeyman". Drycleaning Affi liates use D5 silicone in a closed loop system; bioaccumulation concerns are a non-starter. The focus of Canada's review were personal care products that go down the drain because so many rely on D5 as a base ingredient.
Nonetheless, we welcome the opportunity for independent, scientifi c analysis on the safety of D5 silicone, ongoing regulatory reviews around the world and the $30+ million dollars worth of testing on the health and environmental safety of D5 silicone. No other solvent can claim such investment and success.
We wouldn't be honest if we didn't admit that this news
represents a gratifying book end to Canada's offi cial conclusion back in 2008; that the D5 silicone used in the GreenEarth Cleaning process does not constitute a danger to human life or health. It's not just marketing talk – GreenEarth really is safe for people and safe for the planet.
The press release posted on the Environment Canada site can be accessed at http://www.ec.gc.ca/default.asp?lang=En&n=714D9AAE-1&news=97F8EE9B-003B-4B70-8F40-DE3432B3A995.
If we can answer any questions, don't hesitate to give us a call at 02 8003 6727.
Associates Forum
OTHIS FINISHING PRESS
FOR SALEVertical Watertube Steam BoilerEast Coast Steam75 HP with blow down tankand all extrasIn very good conditionjust decommissioned
Ph: Barry Watts 0408 071 631
24
Associates Forum
25
SAVE THE DATE23 – 24 FEBRUARY 2013
DIA NATIONAL CONFERENCEFebruary 23 and 24 2013 are the dates for the first DIA National Conference which will be held in Melbourne at the Novotel Glen Waverley. This centrally located venue also offers two hotels for accommodation, The Novotel and Ibis Hotels, with special rates being available to DIA delegates.
“We are very excited to be hosting the first National DIA conference which will start the 2013 year off in a positive and proactive way. This conference has been planned to offer the very best industry information coupled with a full Trade Show and all the opportunities this offers.” said the National President, Dan Smith.
The Challenge of Change conference will showcase an interesting range of initiatives for both operators and suppliers including a Trade Show which will feature the best of the industry’s equipment, solvents, processes and other associated items and new ideas.
At the dinner on Saturday 23rd, the Excellence and Achievement Awards will be presented, followed by a key note speaker.
The workshops on Sunday 24th have been designed to give delegates a range of fresh and new ideas for the future including International trends and the changing environment in which to operate. The Trade Show will be open on Sunday to all drycleaners and interested businesses.
Mark this date on the calendar now and keep watching for ongoing information. If you would like to receive further information and are not on the DIA data base please contact the Drycleaning Institute Ph 02 4993 3377 or email [email protected] or go to www.drycleanersweb.com.au
The full program brochure with all prices will be available at the end of July.
22336.DIA_Confrence_DL.indd 4 17/05/12 10:48 AM
26
Here comes the Bride ..………best hide!A large majority of complaints in the last three months have concerned the most expensive item a drycleaner is likely to clean ……………….. the wedding dress.
According to many of the b..b..b…oh yeh. brides who contacted us, said drycleaners out there are ripping, staining, melting, altering, burning and even wearing the wedding dresses that have been entrusted to them.
We are beginning to realize that the higher price charged to clean a wedding dress will never be enough to cover the time, effort and utter frustration associated with some of the owners of these dresses.
A recent tribunal arbitration, witnessed a sad scenario of an expectant mum
(the bride) soooo traumatized (by the alleged ruining of her wedding dress) that she claimed she would never, ever be able to look at the dress again – it made her sooo sick. Her mother interjected her concerns for her daughter’s health, pleading, for the matter to be duly sorted. Duly sorted being, wait for it…. that the Monster (drycleaner) deliver the princess (her daughter) a pot of gold (cheque for $6000) to the end of the rainbow (to her PO Box by end of week).
Particularly unreasonable, not to mention insulting to the drycleaner who had cleaned the wedding dress (no care instructions) with great caution, removed the putrid soiling and presented it beautifully in near original condition. He thought.
But that was not it, there was a problem - the bride screams “you have ruined my dress”. Investigation revealed the lace used in a section of the bodice has changed from ivory to off white in colour. It would not be obvious to most, but it is confi rmed - the colour (of the lace only) has changed.
This was the only problem with the dress.
In acknowledging the problem the drycleaner in the fi rst instance offered a discount on the cleaning fee (as he had to concede, no, he did not specifi cally advise that the lace component of the dress may change from cream to off white in the cleaning process). This offer was not accepted.
The drycleaner next offered to cover the costs involved with replacing the discoloured lace - which would have completely restored the dress to near original condition. Offer not accepted.
Wedding over, baby on the way – let’s see uhm! wedding dress or $6000?
Who’d ever think a Princess could be so practical!
At the TribunalA long running saga in WA had the drycleaner and customer at the tribunal three times before a result was determined. Was the drycleaner in the right or the customer, you be the judge!
The matter started in 2009 when a wedding dress was cleaned by the drycleaner and it is alleged by the customer that shrinkage, colour change to the silk and permanent creasing of the fabric occurred due to the cleaning. As the matter was not satisfactorily resolved by the drycleaner, the customer took the case to the Magistrates Court.
The Court required evidence from the complainant that the damage was due to the cleaning. An independent report was written by one of the few garment analysts in Australia and this report was presented but was inconclusive. A second report was therefore required by the Court and this was duly presented. Unfortunately, this report was disputed by the drycleaner.
The Court getting fed up with both parties by this time dismissed the colour change claim but found for the customer in regards to the shrinkage and change in texture of the fabric and a cash settlement determined.
The concern of the DIA in this matter is that if drycleaners are going to dispute the fi ndings of independent testing laboratories, the industry will be facing a tough time in protecting itself against claims whether the drycleaner is at fault or not.
On The RackGeorge
This photo of a care label and the dress it was attached to, are examples of how vigilant a drycleaner must be with all garments. The manufacturers are tending to have incomplete and confusing labels in an attempt to push more of the responsibility onto the drycleaner. This care label is similar of many that now carry the professional drycleaner only and not much else, although this one does have a prohibited process.
The DIA is seeking some answers from George but nothing to date.
Thumbs Up for CueA regional NSW drycleaner had a problem with a Cue dress where the blue dye bled profusely each time it was drycleaned. The cleaner contacted Cue and Ruth Eton who provided information about the course of action to take. This was to return the garment to the place of purchase for a full refund if the care label stated “dryclean only”. If the label stated it was washable, then a quick wash at 40C would remove the bleed.
Here is the unusual bit of the story – Cue said they would cover the cost of the extra drycleaning or washing.
And the fi nal word from Cue – “Many thanks for your enquiry you are a rare dry cleaner to make the effort and ask! Great work!”
Complaints Desk
27
Rxxxxxxxx
FAX REGISTRATION TO (02) 9979 5674 or EMAIL [email protected]
GreenClean 2012 Registration
Join us in Pt Douglas QLD 31 Aug - 2 Sep
GreenClean 2012 will be held on the edge of the Great Barrier Reef with a full day available to snorkel, dive or just view one of the seven wonders of the natural world.
This peak professional conference, hosted by GreenEarth Cleaning, for the
benefit of all dry cleaners, brings technical and business education to assist in
your growth and profitability. We have a remarkable brain trust in the extended
GreenEarth family, the broader industry and outside of the industry for fresh
views. Whether it's your first Conference or your 4th, youʼll return home
energised and motivated.
The Sea Temple Resort
Touching Every Aspect of Your Business With a
View Towards the Future
Drive Your Business Faster We'll take a look at
operations, marketing, leadership, customer service and time management in an interactive
and engaging session directed by Dale Coutts, independent consultant with FKM Global.
An Environmental History - and Future: A USAPerspective Bill Fisher, recently retired Chief
Executive Officer of the International Fabricare Institute USA (DLI) will discuss the history, status
and future of perc in America, what it might mean
for Australia and what you'll need to know going forward.
Solving Customers' Problems Rosemary Wright of Cullachange will explain how dyeing
customer garments can be a win-win-win
scheme. Can she fix an employee's spotting error? Can she hide a customer's bleaching
mistake? Can she return a happy and loyal customer back to you? Learn how.
DELEGATE REGISTRATION FORM
Conference Schedule 2012
30th Aug Welcome Cocktails
31st Aug Great Barrier Reef (optional)
snorkel or dive
BBQ for all delegates
1st Sep All day sessions 2nd Sep 1/2 day sessions
The Latest in Cleaning Technology Jim Douglas, GreenEarth International Technical
Director, looks at where we're going with equipment design, utilisation of
Tonsil, the how and why it works, and new and improved processes.
and more interactive sessions . . .
Building the Business Online A hands on
session working on cost effective marketing
opportunities.
Supplier Updates on point of sale systems, cleaning equipment, and detergents Energy Saving Ideas with discussions on the Carbon Tax and its impact on your business
For programme details, accommodation forms, visit www.gecleaning.com/DryCleaners/DiscoveryNights.html
COMPANY NAME ________________________________________________
ADDRESS ________________________________________________
PHONE NUMBER ______________________ EMAIL _______________________________________ ATTENDEE NAMES: _________________________________ _______________________________ Qty All Sat & Sun sessions, incl. Sat lunch, Thurs. Welcome Party, Fri. Dinner
____ x Dry Cleaners @ $350.00 ____ x Industry Suppliers @ $700.00
____ x Friday Dinner only @ $75.00 ____ x Great Barrier Reef @ $178.50 full day snorkel, lunch, transport
TOTAL COST = ___________ (inclusive of gst) PAYMENT DETAILS - Three easy methods to pay:
1. Direct debit BSB 063-151 Account # 1027 3399 (Use your company name as the reference)2. By cheque to GreenEarth PO Box 149 Manly 1655 3. By credit card Please circle Visa MasterCard
CARD NUMBER _________________________ NAME ON CARD __________________________________
EXPIRY DATE __________ CVV ________ SIGNATURE _______________________________________ authorise the above payment
This document will act as your TAX INVOICE ABN 98 828 090 465
184A Vincent Street Phone: 02 4993 3377 [email protected]
Cessnock NSW 2325 Fax: 02 4990 9695 www.drycleanersweb.com
Kreussler is a medium-sized German traditional company of the chemical industry that has been family-owned since its foundation in 1912.
The fi eld of interest of Kreussler is the commercial textile cleaning in its entirety:
dry cleaning, wet cleaning, and laundry.The global operation of Kreussler is geared to the making of highly effective products
in combination with competent application technology.
Chemische Fabrik Kreussler & Co. GmbHPostfach 12 04 54 · D-65082 Wiesbaden
Spencer Systems · 17 Shoplands Rd · Annangrove NSW 2156Ph (02) 9679 1244 · Fax (02) 9679 1992 · Email [email protected]
Anzeige Australien.indd 1 28.05.12 14:19
The Drycleaning Institute of Australia Ltd.
Board Members for 2012President: Dan Smith (Vic)Directors: George Masselos (NSW), Gavin Evans (WA), Kurt Goss (Qld), Howard Duffy (ACT), Bruce Wallace (SA), Roger Smith (Tas), Seconded – Philip Littlejohn, Tim MottinCEO: Philip Johns