Thought for the Day!

Oregon Dry Cleaners Assoication

February 2008

ODCA logo
Oregon Dry Cleaners Association )
The Voice of Oregon's Dry Cleaners June 2008
In This Issue
  • A Message from President Scott McClure
  • Brainstorming Put Into Action by Kathey Butters
  • Business Energy Solutions by Tiffany Haley
  • PRINCESS FOR A DAY! by Claire Anchick, District 5 Director
  • "Perfect Shirt" Seminar Coming July 12th
  • From the Editor's Laptop...

    The Primaries are over and I can't say I'm pleased with the results. I'm fine with the national outcomes and I don't have a problem with the state results either. I'm bummed by the local results.

    With a dozen candidates running for the position of Portland City Mayor I had hoped the margins between them would be closer. If there is a close enough margin between the top candidates, a runoff election would be held in November. City Council Member, and career politician, Sam Adams won the mayoral race by a hefty margin against business owner Sho Dozono. Even with the endorsement of current Mayor Tom Potter, Mr. Dozono couldn't get the exposure he needed and his message went unheard. A message that better reflects the needs of the business community.

    It was reported in this newsletter earlier this year about the Transportation Fee Mr. Adams created to fund road maintenance in the city. This fee would have added additional costs to businesses to pay for repairs the city has neglected for years. It also had provisions for adding additional bike and pedestrian access. This fee had a cap on it so large businesses such as grocery and big box stores would pay disproportionately less than you and I. With pressure from small business groups, ODCA included, Mr. Adams saw the negative publicity he was going to get and decided to table the issue "until after the election".

    You can be certain, with six months left on the City Council and the title of Mayor Elect, Mr. Adams' transportation fee will be back in one form or another.

    This month, President Scott McClure asks the question, "Are we in a recession or just a downturn?" Personally, I think the economy has gone bi-polar, (one of my favorite words). Kathey Butters shares tips she learned at Brainstorming this year. Pay Attention! This article really got me excited about how I use my Point of Sale System.

    I would also like to welcome Allied Trade member Energy Trust of Oregon. Tiffany Haley of ETO provides us with some excellent information on energy savings. Savings we all need right now. Claire Anchick writes about member Jodi Bitticks prom gown service, Jodi's Closet. What an incredible way to support your community while getting positive publicity for your business and the industry!

    Lastly, get ready because it's coming. The Perfect Shirt is almost at your fingertips. Don't miss out on this opportunity to really wow your customer and make decent profit doing so. With that, I'm done for this month and off to tend to other things. Take care and be well.

    Contact Brian Olson at bolson@oregondrycleaners.org.


    Brian Olson CED, OCD, Director, District 1 - Newsletter Editor

    A Message from President Scott McClure

    It has been one year since I talked about the media attacks against our industry by KATU News in Portland. At the same time we dealt with the "fact" sheet the City of Portland had on its web-site. We became visible as an organization and were able to stop most of the misinformation from hurting our businesses. In the year since, things have been pretty quiet here in Oregon but parts of the rest of the country have had to deal with an ever increasing amount of regulations and license fees associated with being a PERC cleaner. I recently read a comment from an Illinois dry cleaner who stated they had lost more than 1000 cleaners in the state due to increased fees and permits in the past few years. Are we, as an industry in this state, to be targeted for higher fees and permits? I don't think so. Oregon has a good program in place and it gives cleaners the protection from the past practices of former owners. One of the reasons our program works is that we have a good working relationship and dialogue with the DEQ. This is the most important function this Association's Board performs for the membership; to protect your rights and keep you informed of the issues that affect your business.

    So, do you think we are in a recession or just a slowdown? I think the answer to that question depends on where you are located and what the makeup of your customer base is. As for my business, I haven't seen a drop in business; they still seem to be spending to have their clothes cleaned. But I have talked to other cleaners who say volume is down and their costs just keep rising.

    Portland has not been hurt as much as the rest of the state; HP in Corvallis, Lumber Mills in several small towns, travel trailer manufacturer layoffs, real estate collapse in Bend and many others that affect our cleaners in those towns where there might only be a couple of major sized employers. I believe that what we are experiencing is short term as I still see new restaurants, shops and other new businesses opening everyday here in the Portland area. I also see Help Wanted signs in business windows which mean we still have an economy that is chugging along. If people cut back on clothing purchases then they have to maintain the wardrobe they have and that means taking a trip to the dry cleaner. Makes sense to me that for some this will have the effect of increasing your business.

    I hope you all had a good Memorial Day Holiday and did some relaxing after first giving thanks to the men and women who have given their lives, and the ones that protect us now, so we can enjoy ours.

    Contact Scott McClure at smcclure@oregondrycleaners.org.

    Brainstorming Put Into Action by Kathey Butters

    After the wonderful welcome I told you about last month, catching up with old friends and meeting new ones at the poolside welcome reception hosted by the National Cleaners Association (NCA), it was time to learn from the line-up of top notch speakers. Friday morning I woke up with great anticipation. Jeff Hargett from the Ritz Carlton Leadership Center spoke last year at brainstorming and he was returning as the first speaker this year. The title of the session was "Radar On-Antenna Up. . . Fulfilling Customers' Unexpressed Wishes".

    There was so much great information Jeff shared about customer service, but the theme that ran throughout the presentation was consistency. After returning from Brainstorming and wanting to put in place what I learned from Jeff, I studied the information we got to take home and the notes I had made and decided that the first step was to utilize the tools that we already have at our disposal. That was our point of sale system. Our system allowed us to put to use what we learned utilizing the note section. With our POS you can place a note about the item you just entered, the individual invoice, a note to be placed on all the invoices you create for that customer, or a note that only can be seen by your customer service representatives (CSR).

    So how does this play into what we learned from Jeff? Eye contact and really listening to what the customer is saying, our POS allows us, with the stroke of a key, to type a note following each item. So if a customer has a particular concern about a spot or special pressing instructions on that item, it is typed in right after that item is listed. Maybe the customer wants the whole order "soft pressed", with our POS you can place that note after you have created the ticket and it will show up in the body of the invoice. Then again maybe the customer uses one of our environmentally friendly garment bags and you need this to show up on all of their orders, you can do this. Last but not least, maybe your customer mentions that they are going to the theatre and needs their order in time to do that. You can make notes that only the CSR's see, so that customer is asked on their next drop-off how the theatre performance was, did they enjoy it? Would they recommend it to others? Our customers feel like they are getting personal attention whether they are waited on by the same CSR or not.

    Just the other day I had a customer come in with sweaters that she wanted to clean and then was going to put away for the season. As she was telling me this I asked her if she would prefer that we fold and bag them rather than on a hanger, she was thrilled that this was possible. There again we are able to better accommodate our customers unexpressed wishes by listening to them and utilizing a wonderful point of sale system.

    One of the points Jeff made was "Going into businesses, you expect mediocre service or worse. How do we change it for our customers?" With what I mentioned above our customers are experiencing outstanding personal service. Our customers know they are being heard because when they are giving the CSR's their special request, whether they leave with a quick ticket or an itemized invoice, their requests are printed on it. Our customers can leave with confidence that when they return their order will be just the way they requested. And just as a side note (THIS IS BIG), I have noticed that my CSR's are taking ownership of customer's special requests. Now this is a win win!

    This was a power-packed morning and I have just touched the surface of what I came away with.

    One of my favorite things about these Brainstorming events is the chance to absorb what you learn from a speaker before you move on to the next one. Jeff spoke until noon and then we were free to do whatever we wanted as the next speaker is not until the next morning. This allowed us time to brainstorm with other attendees on what was shared that morning and also what is going on in the industry in general. Some of us did this poolside, some over lunch or dinner. NCA knows how to maximize an experience!

    Stayed tuned for next months wrap up on "Brainstorming 2008"

    Contact Kathey Butters at kbutters@oregondrycleaners.org.

    Business Energy Solutions by Tiffany Haley

    Dry cleaners, like most small business operators, are feeling the squeeze as rising energy costs put a damper on profitability. Reducing your energy consumption is smart business - it brightens up your bottom line and helps Oregon's environment, too. Energy Trust makes it even easier to save to help offset some of the upfront costs of energy upgrades.

    For dry cleaners, lighting is a large part of your energy costs and it's a great place to start saving. Here are some no-cost ideas to save energy on lighting:

    • Establish a shutdown schedule. Turn off unnecessary lights. Post a list of lights to be shut off every night after hours.
    • Enlist employees. Make sure your team understands how wasted energy hurts the bottom line. Ask them to follow the shutdown schedule and turn off lights in back offices, supply rooms and other areas when not needed.
    • Turn off excess lighting and remove extra lights in over-lit areas.
    • Take advantage of natural day-lighting. On bright days, turn off lights near windows.

    There's a good reason why nearly 75 percent of small business energy improvements are related to lighting. Lighting upgrades generate big energy savings and you can recoup the improvement cost with those savings in as little as a few months. Better lighting can also result in greater employee productivity, improved customer comfort and lower maintenance costs.

    Energy Trust incentives shorten the payback period even more. Consider these low-cost upgrades:

    • Install high performance T-8 fluorescent lighting with electronic ballasts - These one-inch diameter tubes can cut lighting energy use by 50 percent or more compared to the old 1.5-inch diameter T-12 fluorescent tubes. Incentives $15 and up for each High-performanceT-8 fluorescent fixture.
    • Switch to ENERGY STARŪ compact fluorescent lights - Switch out standard incandescent bulbs for compact fluorescent light bulbs (CFLs). They use up to 75 percent less energy and last up to 10 times longer. Incentives $2 and up for each upgrade to CFL's.
    • Use occupancy sensors - Sensors automatically turn off the lights. They are great for storage areas, restrooms, and other areas where you don't need lights on all the time. Incentives $25 and up for each sensor.
    • Install LED exit signs - Retrofit your exit signs with energy-efficient, ENERGY STAR qualified exit signs which use three to eight times less energy than incandescent and fluorescent illuminated exit signs. Incentives $20 per sign.

    Why wait when you can start saving today? It's easy to do.

    Call Lyn Schmidt at 503-224-4751 or email Lyn.k.schmidt@lmco.com and she can help you get started. You can also call Energy Trust of Oregon at 1- 866-368-7878, or visit www.energytrust.org/buildingefficiency.

    PRINCESS FOR A DAY! by Claire Anchick, District 5 Director

    From Jodi's Closet came hundreds of prom gowns ready for distribution to high school girls wanting to go to their prom. Jodi has been collecting them for years. Some are gently worn others are brand new.

    For only one can of non-perishable food (donated to the local food bank) girls from around the valley have the opportunity to "rent" a dress for their big evening.

    This year Tayler Harrington, a senior at South Medford high school undertook chairing the event as her senior project with the help of Jodi Bittick, Martinizing Cleaners of Medford. Jodie sizes them, stores them and makes them ready for the big day. Tayler took care of all the publicity, and gathering all the donations. She even sent out thank you cards to all the merchants and volunteers.

    This year, on Sunday April 13, the gowns were ready for the girls to choose. Towne & Country Cleaners transported the gowns to the Rogue Regency Inn, who donated their meeting rooms for the display, and a suite for the girls to be able to try them on before making their final choice. Weldon's' Cleaners donated racks to display them.

    On hand were hair and makeup people, food, drink etc. Macy's donated sample bags for the first 50 girls and there were drawings throughout the day for many different things. There was a grand prize drawing (which my employee's daughter won) it included, a dress she could keep, shoes, purse, nails, hair and make-up done that night, dinner, a limo for the evening and her dates tuxedo.

    Over 100 girls came to the event and 83 dresses were "rented" out. Two barrels of food, 1,500 pounds, was donated to Access, the local food bank.

    So as prom season comes to a close, ask your customers to donate their gently worn dresses and start you own Princes for a Day program! Help your local high school girls who perhaps could not afford to attend their prom and take away the cost of the dress at least.

    For more information on how to open you own "Jodi's Closet" contact Jodi or Dan Bittick at Martinizing in Medford at 541-734-9247

    Contact Claire Anchick at canchick@oregondrycleaners.org.

    "Perfect Shirt" Seminar Coming July 12th

    With rising costs of everything from hangers, gas, and the food you feed your family, what can you do to feel confident in raising the prices you are charging at your cleaners?

    Cleaners have historically used shirts as a "loss leader" with the assumption that it will create more dry cleaned items which they have a better profit margin on. Well, with the creation of the "smart care" khakis etc, cleaners are seeing more "just shirt" customers. If your shirts are still priced as a "loss leader" you should ask yourself; how much are you paying your customer to do his shirts!

    It is time to make a profit on this labor intensive part of your business and the Oregon Dry Cleaners Association wants to help you put out a better shirt so you have the confidence to raise your shirt prices and make a profit on them.

    ODCA, Seitz, and Unipress are working to put a "Perfect Shirt" seminar together for you. The date is Saturday July 12th in Portland. Mark your calendars now and watch your email and the ODCA website for more details.

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