This time, Kevin has a few questions for the operators. 

By Kevin Marois

Last week I answered 11 questions you ask me all the time. Now it’s my turn. Here are seven questions I want you to think about and answer for me.

Why do you make me guess what is wrong with your machine? 

Just take a photo of the display showing the error code before you clear it, and I can probably help you. It is not helpful when you say, “I pressed clear. I don’t know what the error code was.” If you don’t give us good information, it is difficult for us to give you good results. We’re trying to get you going as quickly and as cheaply as possible, but you need to give us good information.

Why are you operating a $100,000 machine without even reading the instruction book? Are you stupid? (Sorry, that was two questions). 

About 5% of our customers spend the time to read the instruction manual. They think they can just press buttons and fumble along until the machine does what they want. Yes, we provide some training, but this is your machine and you’ve invested a lot of money. You also need to invest an hour or two to understand how to operate it properly. Almost every week we have a customer who says, “Oh, I didn’t know I could do that,” and their machine is ten years old. 

Why do you open so late and close so early?  And why don’t you answer the phone when I call?  

We have customers who open at 8:00, 9:00 and even one at 10:00 a.m. (or more like 10:30).   You close at 5:00 or 6:00 p.m. One plant closes at 2:00 p.m. on Fridays. I call and the phone rings seven or eight times before someone answers. Lots of times no one answers at all. I have to talk to you because I don’t have a choice, if I want to get your equipment serviced. 

Customers, on the other hand, don’t have to talk or deal with you. If they don’t like something, they will go somewhere else. If business seems slow, check to see that you are providing the service that your customers want.  

Why is the boiler inspector so fussy? 

Boiler inspectors are becoming more difficult. They require additional safety controls, and they fail boilers that in previous years might have been passed. The upside is that we have never had a boiler explosion in one of the plants we service. Boiler explosions are extremely dangerous and cause a lot of damage. The boiler inspector is ensuring your safety and the safety of the kids in the daycare next to your plant. They are not concerned about whether your production is done or whether you have steam. They are only concerned with safety.

Why can’t you sell your business? 

The problem with selling your business is that you are the only one there who knows anything. You do all the spotting and cleaning. You deal with the customers at the counter. If you step away from the business and everything stops, there isn’t much business left to sell. If you are hoping to sell the business one day, it needs to be able to operate on its own without you. If you do everything, you didn’t buy a business. You bought yourself a job.

Why don’t drycleaners want to be businesspeople? 

You bought a business. You need to operate it as a business. You need to think like a businessperson. You’re not a drycleaner running a business. You’re a businessperson operating a drycleaning plant. There is a big difference. Do you want to succeed, or is this just a job you’re going to work at 12 hours a day?

Why do they hang clothes right where I have to work? 

Often when we are working in a plant, we struggle trying to keep your clothes clean. I know you normally hang them on that rail, but that’s where I’m working, so if you hang them there, they’re going to get dirty. Help me help you.

Please keep asking questions. There is always something more to learn in this business. From my point of view, if you are asking questions, you are serious about your business. You are going to grow, and you are going to succeed. It’s the people who already know everything that I worry about. 

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