SERIES: Your Allied Trades Team

It used to be that Mom would do the pressing and Pop would do the cleaning and deliveries. Maybe there would be a counter person on the weekends. In the evenings, Pop would fix the machines and Mom would do some sewing. Between the two of them, they could handle everything.

Not any more. Equipment is much more complicated. Garments are not always serviceable. Landlords are not reasonable. Customers are demanding and ignorant of what is involved in caring for their favourite garment. Then there are the Health and Safety regulations, Environment Department forms, GST returns, Human Resources, banks and insurance companies to deal with.

Dry cleaning is no longer a one-person show. The only way to survive is to have a team of experts who will jump in and work alongside you. Experts who know the intricacies of their trade far better than you ever will. The Mom and Pop store has become a Corporation with multiple employees and major management challenges.

Your Team of Techs

Years ago, anyone could follow the air lines on an Ajax press and figure out which valve was acting up. A few screws and a new diaphragm and you were back in business. Technology has advanced. There’s single phase/three phase, 208 volts, 24 volts, 12 volts, AC and DC. Computers and sensors provide much better process control, but are also more complicated to diagnose. Parts are expensive – you can’t just guess and try a part repeatedly until you get it right. You may also need specialty diagnostic equipment to figure out where the problem is.

Your team should include a controls electrician, a welder, a plumber, a drain cleaning service, a refrigeration technician, boilers/steam specialists, a laundry technician, a detergent technician and, of course, someone to look at your dry cleaning and pressing equipment. You need to find those people now because it will be too late once you are shut down. You need them in your phone and ready to go.

Care and Feeding of a Team

Technicians are not like fire extinguishers. You can’t hang them on the wall and just pull them out when there is an emergency. There’s a good chance you will dial that number and nothing will happen.

If you want milk, you have to feed the cow once in a while. Who gets the best service in your plant? The customer who comes in every week or at least every month. You know them and you want to take care of them.

Most technicians have too many customers. Their first choice will always be the customer who calls them regularly. If they visit your plant often, they are familiar with your equipment and they may even be able to make a suggestion over the phone.

You need to manage these relationships well. They are critical to the success of your business. One other suggestion: pay them quickly. You are going to pay them regardless. If your technician has to decide whether to go to a customer who whines and is slow to pay, or one who is pleasant and pays immediately, you know where he is going.

So let’s say you asked a technician for some advice. He explained about the machines and told you what your best option was. For whatever reason you didn’t follow his advice. You need to have a discussion with him about your choice. You need to respect him enough and appreciate his advice enough that you give him an explanation for what you are doing.

These technical people need to feel they are a valued part of your team. Establish long-term relationships with them. As long as you have machinery, you will need them.

Your In-House Team

If you don’t have your own tool box, you shouldn’t open a dry cleaning plant. Outside technicians can keep things running for you, but you also need someone in-house to do some work/repairs for you.

You don’t want to call in expensive outside help for things that your team can do. Things like move boxes and supplies around, shovel the snow, change a press pad, unplug the toilet or clean the still. General in-house help is essential to keep you up and running, and keep your costs down.

Your Other Teams

There are some other team members that you may only use once a year – someone to service your base building, like electricians, carpenters, sprinkler technicians, painters. Beyond the mechanical, your team should also include a lawyer, accountant, computer technician, marketing consultant, web page and social media expert and so on.

Who’s in your contact file? Do they know that you appreciate them even if you don’t call very often?

Relief Team

Some things happen that are not mechanical breakdowns or require professional services. For instance, your plant is down due to a power failure or flood. Do you have another dry cleaner who will help you out and process your work in an emergency? And are you the backup for someone else? Do you have a backup supplier for critical things if your regular supplier should not be able to fill your order? Do you have retired or former pressers who will help out during holidays, or if someone is off sick? What if you are off sick? Do you have a plan for that?

Team Captain

You are the team captain – act like it. Have a plan. Care for your team members. Your employees, suppliers and technicians are not the enemy. Yes, things are expensive but not as expensive as being shut down. This is your team! It’s up to you to put it to work effectively.

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