The National : NOV DEC 2016
JON MEIJER DRYCLEANING LAUNDRY INSTITUTE (DLI USA) Jon Meijer, Membership and Marketing Manager for DLI, Maryland USA, was stoked to be back in Australia after so many years. Jon brought the apologies of CEO Mary Scalco, who had intended to speak to delegates until DLI matters overtook the organisa- tion just three days ago. Jon paid tribute to the long and friendly association between the two bodies and said Australia is part of the international family of Members and similar in size to Canada. “It is phenomenal that you have this event, so packed with relevant speakers. We have had conversations here with Tara, Peter, and James, and so many others. “I am a strong supporter of James and I have seen what has happened in the States with contraction of the industry. It gets harder every year. He is right. If you don’t start a route today, someone else will. “Our customers are changing in that their expectations are different, but so is just about every aspect of their lives. “I used to holler to my Mom “What’s for dinner?” Today my daughter will text me from her room. “Let’s consider the new ways of doing things. Taxis were ubiquitous. Now, there is Uber and it is gaining in strength the world over (True. George, Cameron and I caught one to visit the National Art Gallery Victoria to see “Degas”) “DIA and DLI have been partners for 60 years, each do things differently. Today we are technology based. Customer Service be defined by speed. We need to respond to Australia from the USA very quickly. We are ramping up our technology and it is pretty exciting. “Have you noticed, people don’t have house phones? A definite attitude of “I won’t speak to you if you call me. Send me an sms and I’ll call you back when it is convenient. Don’t leave a message because I don’t check messages.” Communication, Negotiation, all the things WE know are going to hell in a hand basket. “I want you to really look at the customers who come into your plant. Consumers dictate what they want cleaned, and we are getting less pieces. But what are they wearing that we are not getting? Can we offer wash and fold to these time -poor people, these double income, get home late people? “The customer we used to have is not the one who is coming. So much has changed. We don’t wear suits and ties so much anymore, life is more casual. Fashion is cheap and changes quickly, clothing is disposable. People still dress up, but it is not the same level of investment. With world wide anti-smoking trends there is not that need to get rid of second hand smoke from your clothes if you have been out. People are telecommuting and working from home. “When polyester came in and life became wash and wear in the 70s, our industry halved. Almost overnight. “Consumers dictate what they want cleaned, and we are getting less pieces. But what are they wearing that we are not getting? Can we offer wash and fold to these time -poor people, these double income, get home late people?” Jon was really excited to discuss the Stain Removal App which launched last year at CleanShow15 in Atlanta. You simply download it to your phone. If you need to print, email it to yourself. Your Manager or other employee can also have it on their phone but you should control the password so you can change it if they leave. “You have an angry customer, do you think a three week wait will help? No! With the App you can get a report from DLI without sending the garment. No boxes, waiting, posting, insurance. Photograph the problem, send it to DLI with a description: 90% of the time they have seen it before. An official garment analysis report, right on your phone. Signed by Jim Kirby, 48 hour turn around. More on this next issue. THE AUSTRALIAN NATIONAL DRYCLEANER & LAUNDERER NOVEMBER DECEMBER 2016 41 Good to see Jon Meijer (DLI) back in Australia! EMPLOYSURE Tom Rose The address from Employsure on the current industrial rela- tions minefield was so lengthy, complicated and valuable that we have decided to feature it in its entirety in the February issue. Worth waiting for.
SEPT OCT 2016