May 1998

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Having a Ball with Spots

Spot Collector

Patti Shultz of Prestige Cleaners in Knoxville, Tennessee, started saving spotting tags after she came home from a class at Blue Ribbon Fabricare Center in Alabama. "It started right after we got back form Alabama, about three months ago. I didn't have a trash can near me and I didn't like throwing it to the side, so I started making a ball." As the ball grew, she told people, "This is how many spots I've taken out since I took the course in January. It's an awful lot of clothes."

Profile

  • Nate Shuster is still calling on customers as he nears his 83rd birthday. "I was going to retire, and I did for three weeks. I'm active, God gave me pretty good health. What am I gonna do with myself?"

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Many questions some answers for cleaners at EPA conference

EPA titled its three-day conference on garment and textile care as "An Eye to the Future" and while the future figured in the discussion there was also an eye focused keenly on the present.

EPA began working with the drycleaning industry in its Design for the Environment program in 1992 with the goal of helping cleaners reduce perc use and examine alternative cleaning methods through a partnership of public and private interests. Several studies of wetcleaning have resulted and the industry, taking advantage of improved machinery and chemistry designed specifically for wetcleaning, has seen a revival and expansion of the use of water for cleaning clothes.

A reduction in perc use also has been ongoing as cleaners upgrade to the newer generations of drycleaning equipment and in some cases began processing more of their cleaning in water of hydrocarbon (petroleum) solvent. Perc usage has declined steadily in the United States since 1985 when cleaners consumed 260 million pounds of the solvent. Consumption was 83 million pounds in 1997, less than a third of the amount used 12 years ago.

Those figures were provided at the conference by Manfred Wentz of R. R. Street & Co. Inc. and also representing the American Association of Textile Colorists and Chemists at the conference.

Perc usage is declining in other nations, too. Josef Kurz of the Germany's Hohenstein Institute reported a shift in that country to both wetcleaning and hydrocarbon solvent. Kurz said German cleaners initially started substituting wetcleaning for perc cleaning but found it impossible to avoid shrinkage problems on some textiles, particularly woolens. Interest has shifted to new higher flash-point hydrocarbon solvents and hydrocarbon cleaning machines with additional fire prevention methods.

Canadian cleaners are embarking on a program of perc usage reduction based on equipment and training. The program, outlined in a separate story, would reduce perc consumption in Canadian drycleaning from the 4.9 kilotons level (about 10.8 million pounds) of 1996 to 1.6 kilotons (about 3.5 million pounds) by the end of the year 2000. In terms of percentage, that would create as steep a reduction in Canadian perc usage in five years as U.S. drycleaners experienced in the 1985-1997 period.

Looked at another way, U.S. cleaners would need to more than halve their current perc usage over the next two-plus years to be comparable with the goals envisioned by the Environment Canada program.

No specific goals for U.S. perc use were discussed at the EPA conference. There was, however, considerable discussion of alternatives to perc. These included wetcleaning, hydrocarbon solvent, liquid carbon dioxide (CO2) and Rynex. Wetcleaning and hydrocarbon are currently available in wide use throughout the industry; CO2 and Rynex are still at the research and testing stages.

Presentations on wetcleaning at the conference indicated a variety of implementations. Ken Adamson of Langley Parisian Cleaners in Toronto explained how he converted one of the plants in his multi-plant operation to wetcleaning in a test to determine how much of the workload can be processed in water and how costs compare between the dry and wet processes.

At first, Adamson said, about 61 percent of the garments coming into the plant were successfully wetcleaned but as skills improved the percentage rose to about 75 percent. The cost effectiveness of wetcleaning begins to lose out beyond that point, he said, mainly due to the cost of finishing on tailored garments.

"Wetcleaning is an answer, but not the answer," Adamson said.

But for Debra Davis, owner of Cleaner by Nature in Santa Monica, CA, wetcleaning is the only answer in her plant. After operating a 100-percent wetcleaning facility for two years, she reported to the conference that her profit margins are comparable to regular drycleaning and she is opening a second store in Los Angeles. She called for cooperation with the textile industry to ensure that garments are "friendly" to wetcleaning processes.

Ed Boorstein, owner of Prestige Cleaners in Silver Spring, MD, uses no perc in his plant, but neither is he a 100-percent wetcleaner. Boorstein told the conference that after operating with perc for many years, he recently converted to a combination of hyrdocarbon solvent and wetcleaning. He attributed the success of his wetcleaning operations to a highly skilled operator, Elaine Harvey, who is a former technical instructor and textile analyst at the International Fabricare Institute.

Boorstein warned that there is a public perception that if something can be wetcleaned then it can also simply be washed at home. Introducing wetcleaning to consumers is not something that drycleaners, trade associations or the government can effectively accomplish, he said. What is needed is a "fashion and celebrity" approach that would create in the minds of consumers a desirability for garments that are best processed with professional wetcleaning.

Education developed as the theme of the conference -- education for cleaners and consumers. Buster Bell of Bell Laundry and Cleaners in South Carolina called for an extensive program of education and certification of cleaners. He suggested that cleaners be required to receive formal certification to be able to purchase solvent.

"Certification is the only way to bring education to many drycleaners," he said.

Education will be crucial, too, if any of the so-called emerging technologies make it to the market. Cleaners would need to adapt their existing processes or learn entire new ones,, too, if the such solvents as Rynex or liquid carbon dioxide become available as alternatives. Representatives of Rynex, and two CO2 developers, MiCELL and Global Technologies, told the conference that their companies are still working on their respective cleaning systems.

Education and information on new clothes cleaning processes will also be needed by other links on the apparel chain -- the fiber, fabric and garment makers and retailers.

Recognizing this, EPA expanded the Drycleaning for the Environment program last year to bring these groups into the process. Kay Villa of the American Textile Manufacturers Institute, Carl Priestland of the American Apparel Manufacturers Association and Margit Machacek of JC Penney Co., represented those industry segments on one of the conference panels.

Villa said that textile makers need "qualitative and quantitative data on how textiles perform in new cleaning processes.

"It's not enough to say 'It shrunk'. We need to now how much and how the shrinkage was measured," Villa said.

Priestland said that apparel makers are engaged in a creative process while facing enormous competitive pressures. He expressed concern for the impact of new cleaning processes both on the creative process of apparel design and on production costs. Machacek noted that retailers are in the middle of the chain with textile and apparel makers on one side and consumers and cleaners on the other. JC Penney, she said, supports changing to environmentally safe cleaning methods, but she added that she is not convinced that the wetcleaning process can fully replace solvent cleaning.

Alternative cleaning methods need "deep testing" before they can be endorsed, she said.

Bringing the consumer's point of view to the conference table was Nancy Cassill of the University of North Carolina.

She said many consumers do not know about or understand clothes care methods.

"It's a challenge for new cleaning methods since consumers don't know about current ones," she said.

She urged cleaners to "get to know your customer." Ask them what they want, what they know, and what they need.

The next step for the Design for the Environment program on garment and textile care is not clear. At the end of the conference, participants broke into six groups for further discussion and reported back to the full conference on their talks. A common theme running through all the reports was a need to establish better channels of communication throughout all the industry segments. However, no specific programs were outlined, nor were any specific plans set for further meetings.

In concluding remarks, Mary Ellen Weber, director of the economics, exposure and technology division of EPA's office of Pollution Prevention and Toxics, said that if another conference is to be held it would not be for two or three years. She also said that EPA will need to decide if it should continue spending money on the program.

Cindy Stroup, director of the Garment and Textile Program, expressed disappointment that few drycleaners participated in the conference. Of a registration list of 180, barely more than a dozen were drycleaners.

We'd like the stakeholders to take ownership of the process and coordinate meetings," she said.

"It's the drycleaners who are on the front lines, " she said. "If they don't want to participate and work constructively, I don't know why we are here."

EPA's program, she said, "is at a point where we've done everything we can do. We need to get more drycleaners engaged."

The Canadian solution: Less perc, more training

A working relationship among drycleaners, regulators and the environmentalist community in Canada has brought about a specific set of goals and regulations concerning perc usage with an overall goal of bringing perc consumption down to one-third its 1996 level by the end of the year 2000.

Canadian Fabricare Association executive director Vic Vandermolen explained the rules and how they were developed during a presentation at the US EPA's Design for the Environment conference on garment and textile care last month. The regulations, he said, will help the industry "survive as a viable business undertaking in the coming years."

The Canadian initiate began in 1992 after the Canadian federal government declared perc a "Track II" chemical, meaning that its use required a strict "cradle to grave" management policy. (Chemicals in the Track I category were slated for total elimination.)

The government established Issue Tables, or discussion groups, to deal with each Track II chemical and work towards establishing rules and regulations regarding the management of perc. Industry representatives were asked to join the roundtable, which included 27 members -- 16 directly related to the fabric care industry as cleaners or allied trades, two from the environmental community, with the rest from various government agencies.

A series of six meetings culminated in a final report published by Environment Canada in February 1996. The report had six key recommendations:

Vandermolen said the report and its recommendations received the support of industry leadership and government. The environmental community did not accept the recommendations, favoring instead restriction on the quantity of perc being used with a goal of elimination of perc as a cleaning solvent.

The environmentalists' approach was rejected by government, Vandermolen said, because it was inconsistent with international agreements, including NAFTA, and also because "there is a confidence that there is technology in existence that is able to reduce perc consumption in the cleaning industry."

In the past year the government has modified some parts of the plan to conform to various government jurisdictions and federal and provincial mandates. The industry, he said, supports those modifications.

"The essence of the report will probably be in place by September 1 of this year, with full implementation by the spring of 1999," Vandermolen said.

Because of provincial and federal jurisdictional guidelines, the new regulation will deal with only those areas that do not impinge on the province.

As Vandermolen sees it, the regulations will require:

A level playing field
Vandermolen said the requirements will "create the level playing field that industry believes is so absolutely necessary if there is to be good order in the cleaning industry, equality of regulation, and implementation of a minimum standard of knowledge and competence."

In 1996, Canadian cleaners used 4.5 kilotons of perc; the goal is to reduce that to 1.6 kilotons by the end of 2000. Half of this reduction will be the direct result of technology standards, and the other half the result of education and training, he said.

Vandermolen sees the coming regulations as good news for some, bad for others.

"For those who have remained current with new technologies and developments, the idea of change is looked on as a grand opportunity to restructure their business, to implement new processes and marketing strategies, and to improve the impact their business has on the community in which they operate," he said.

"For those who take the attitude that 'I've done it this way for 30 years, and it has always worked, so why should I change now?', I believe the future of the industry will be bleak indeed. They will be unable to deal with the new developments, new directions and new regulations that will impact the industry in the coming years. In the final analysis, their unwillingness to accept change will be the cause of their business downfall."

Education requirements

Recommendations of the original report concerning education and training and compliance monitoring will be covered under provincial jurisdiction, Vandermolen said.

The Canadian Fabricare Association is encouraging each provincial association to work with its own government and implement a provincial program.

A set of similar recommendations has been submitted to the governments of the provinces of British Columbia, Alberta, Quebec and Ontario, which represent the bulk of the Canadian population, the major part of Canada's economic base, and the bulk of the cleaning industry.

The province of Ontario has agreed to consider favorably the recommendations of the Ontario Fabricare Association, Vandermolen said.

Ontario's Minister of Environment and his parliamentary assistant have indicated their support in principle for the recommendations made by the Ontario association, he said.

Vandermolen outlined the concept as follows:

The creation of a Dry Cleaners Council, which will include all drycleaners in Ontario and be governed by a nine-member board of directors, seven of whom will be drycleaners. The council will set competence and knowledge standards for Ontario cleaners.

The Council Board will represent the constituencies that make up the Ontario industry (both association affiliated cleaners, and non-affiliated cleaners) with the authority of the board coming from regulations passed by government.

The Council will work with government in the monitoring of industry members to determine compliance with applicable regulations.

"All of this obviously means a considerable change for the fabric care industry in Ontario, and the implementation of the recommendations of the federal report on perc will have a major impact on the cleaning industry across the country," Vandermolen said.

He added: "I believe it is fair to say that the cleaners in Canada, as a whole, are looking forward to the implementation of the goals that have been set, and the direction that is outlined."

"This is so because there is in fact a specific goal, and a path to achieve that goal. It is a fact that unless you know where you are going you'll never know when you have arrived."

Three more join Barton bill sponsors; fundraising grows

Support for the Barton bill, both in Congress and from within the industry continued to grow in April.

Three more representatives joined the list of cosponsors before Congress took its spring recess and more were expected to sign on after the break.

Bringing the total to 76 sponsors for H.R. 1711 with their early April sign-ons were Representatives David Minge of Minnesota, Charles Taylor of North Carolina and Joseph Knollenberg of Michigan. Minge is a Democrat, the 18th members of his party to cosponsor the legislation. Taylor and Knollenberg are both Republicans and join 56 other GOP cosponsors, including the bill's author, Rep. Joe Barton of Texas. The April tally includes representatives from 28 of the 50 states.

Barton bill efforts advanced on the fund-raising front, too, during April. By the third week of April, donations to the Dry Cleaners Action Fund of America (DCAFA) topped $111,000, an increase of better than $20,000 in a month. Those costs are running between $10,000 and $20,000 a month.

The fund was started last fall specifically to cover the costs of lobbying for the bill in Washington, DC. The Michigan Institute of Laundering and Drycleaning and its executive director, Merry Bering, have volunteered to administer the fund at no charge so that all the money raised can go directly toward the Barton bill campaign.

Bering said donors include individual cleaners, allied trades firms and trade associations. She emphasized that donors' checks should be made payable to the Dry Cleaners Action Fund of America, not to her, MILD or "The Barton Bill" as some have been, Checks can be sent to DCAFA, c/o MILD, PO Box 14044, Lansing, MI 48901.

Bering expects more representatives to sign on as cosponsors as Congress returns from its break. At least one additional Michigan representative has assured her of his support. Three Michigan representatives are already signed on.

At last June's Clean Show, Congressman Joe Barton challenged the industry to bring him 100 cosponsors for the bill. That would help him convince congressional leadership that there is sufficient support to hold committee hearings and move forward with the legislation.

Barton said at the Southwest Drycleaners Association convention this spring that he believes the goal of 100 will be reached. The number of sponsors already signed on shows that the bill is "serious" legislation, he said.

With elections looming this fall, little time remains for action on Barton's legislation during this 105th Congress. In that case, the bill would need to be reintroduced in the next Congress. Barton said he intends to do just that -- if he is re-elected. He seemed confident that he will be a member of the 106th Congress.

He would also need to round up cosponsors for his re-introduced bill, so the re-election of representatives who have signed on in the past year will become important to help bring the legislation back next year.

The Barton bill would set federal cleanup standards for drycleaning solvent in the soil or groundwater at one-tenth the level OSHA allows for exposure of people who work with those solvents in drycleaning plants.

The OSHA tie-in
Currently the OSHA limit for perc is 100 parts per million averaged over an eight-hour period. Under the Barton bill, that would translate to a cleanup standard of 10 parts per million of perc in soil and groundwater.

OSHA is starting the process of reviewing the workplace exposure limits for perc with some people speculating that a new level as low as 15 parts per million may be set.

Even if it were lowered to 5 parts per million (or 5,000 parts per billion) the resulting soil and groundwater cleanup standard for perc of 500 parts per billion would still be less difficult to attain than the current 5 parts per billion called for in federal drinking water standards.

New OSHA standards for perc are not imminent, however. An OSHA official speaking at EPA's Design for the Environment conference last month said that the review process for perc is just beginning.

Report cites misconceptions of cancer risk; expensive regulation of synthetic chemicals

Poor diet and lack of exercise, rather than exposures to synthetic chemicals, are among the major causes of cancer, according to an April 6 research report by the National Center for Policy Analysis.

The report, "Misconceptions About Environmental Pollution, Pesticides, and the Causes of Cancer," called for a re-examination of priorities in cancer prevention. The report cited other major causes of cancer are smoking -- the cause of "about a third of U.S. cancer" -- and chronic infections.

"There is no convincing evidence that synthetic chemical pollutants are important for human cancer. Regulations that try to eliminate minuscule levels of synthetic chemicals are enormously expensive," the report said.

"Prevention of cancer will come from knowledge obtained from biomedical research, education of the public, and life-style changes by individuals," the group said in its report.

Unbalanced diets, such as those low in fruits and vegetables, account for an estimated one-third of cancer risk, the report said.

"If reducing synthetic pesticides makes fruits and vegetables more expensive, thereby decreasing consumption, then cancer will be increased, particularly for the poor.''

NCPA is a nonprofit group that receives funding from individuals and foundations, and from corporations in a broad spectrum of industries, including the real estate and petroleum industries.

The report was authored by Bruce N. Ames, director of the National Institute of Environmental Health Sciences Center at the University of California at Berkeley and Lois Swirsky Gold, director of the center's Carcinogenic Potency Project.

Expensive regulations
"The focus of regulatory policy is on synthetic chemicals, although 99.9 percent of the chemicals humans ingest are natural," the report said.

"More than 1,000 chemicals have been described in coffee: 28 have been tested and 19 are rodent carcinogens.

Plants in the human diet contain thousands of natural pesticides that protect them from insects and other predators: 63 have been tested and 35 are rodent carcinogens."

In addition, there are high-dose effects in rodent cancer tests that are irrelevant to low-dose human exposures of the same substances, the report said.

Exposures to synthetic pollutants, according to the report, are "tiny and rarely seem toxicologically plausible as a causal factor, particularly when compared to the background of natural chemicals that are rodent carcinogens."

Misconceptions
The report listed 10 "misconceptions'' about cancer and toxicology, including the concept that reducing pesticide residues on food is effective against diet-related cancer.

A common misconception about cancer risks is that synthetic chemicals pose greater risks than natural chemicals, the report said.

Pesticides and other synthetic chemicals also are wrongly blamed for disrupting hormones, the report said.

The normal diet of humans "contains natural chemicals that have estrogenic activity millions of times higher than that due to traces of synthetic estrogenic chemicals."

The report also said, "Many life-style factors such as reproductive history, lack of exercise, obesity and alcohol intake influence hormone levels and therefore increase'' cancer risks.

Copies of the report are available for a charge from NCPA, 12655 N. Central Expressway, Suite 720, Dallas, Texas 75243; (800) 859-1154. For more information, call Katy Menges; (972) 386-6272.

Pilgrim suit postponed until May

HOUSTON, TX -- The court case initiated by Pilgrim Enterprises Incorporated of Houston, Texas, against a group of chemical companies, perc suppliers and others will now have its hearing May 11. The court set the postponement.

An update to the suit was filed April 10 in the District Court of Harris County, Texas (215th Judicial District). In the fourth revision, the plaintiffs split the "open sites" and "closed sites" into separate complaints.

Damages sought are in the millions of dollars. According to the filing, the plaintiffs are asking that "Plaintiffs seek actual damages in this case in an amount not to exceed $20 million dollars as well as any additional amounts awarded to intervenors by the court or jury, if any. Additionally, plaintiffs seek the recovery of prejudgment and post judgment interest as allowed by law, reasonable and necessary attorneys' fees and costs of court, exemplary and multiple damages as allowed by lawŠ and as found by the trier of fact, and a declaratory judgment in their favor, jointly and severally from each of the defendantsŠ and they be entitled to a judgment in their favor against these Defendants for all such damages, and for any and all other relief to which they may be entitled at law or equity."

The suit alleges that equipment and services were contributing factors in site contamination at Pilgrim facilities in the Houston and San Antonio, TX, areas. It further alleges negligence, malice, strict product liability, breach of warranty, Texas Deceptive Trade Practices Act violations, negligent misrepresentation, fraud and breach of contract against the defendants.

The defendants in the suit are listed as "Vulcan Materials Company, RR Street & Company, Inc.. Hoyt Manufacturing Company a/k/a and d/b/a Westport Environmental, Vic Manufacturing Company, and Harkrider Distributing Company were manufacturers and/or suppliers of equipment, chemicals and services at Plaintiffs' dry cleaning facilities and have answered and appeared for all purposes in this lawsuit by and through their respective counsel of record." Pilgrim is represented by Waite and Michael A. Pohl of Michael A. Pohl and Jean Frizzell of Gibbs & Bruns, Houston, TX. Pohl is the lead attorney.

Two sections of the court petition provide what the plaintiffs call "background facts." Section 10 identifies the companies which "designed, manufactured and/or supplied dry cleaning equipment, replacement parts and/or consulting services to one or more of plaintiffs' facilities." Section 11 claims that "each defendant named herein may be jointly and severally liable for the damages and potential damages for which plaintiffs may be liable.

Plaintiffs seek a declaration of defendants' joint and several liability for any future remediation costs that may arise, prejudgment and postjudgment interest as allowed by law, reasonable and necessary attorneys' fees, costs of court, punitive damages and/or multiple damages as allowed by law." The plaintiffs claim negligence, gross negligence/malice and product liability in pressing their claim.

The petition is on the internet at, http://users.aol.com/nadagroup/sets.html

Plant fire blamed on lighter

BOISE, ID -- A fire in a petroleum-using transfer type drycleaning machine destroyed a Comet Cleaners franchise on March 31.

The fire was in a machine that used DF-2000, manager Don Carter of the afflicted Comet Cleaners on West Boise Avenue reported.

"No one was hurt," Carter said. "It was a tumbler fire that caught the shirt in front of it. We assembled shirts in front of the machine. Then it caught the poly on the conveyer. One of my girls tried to use a fire extinguisher, but couldn't get it to work (she was so nervous). A butane lighter was their best guess" as the cause of the fire.

"It was too quick," an employee who was in the store and witnessed the event said. "The door blew open. Flames shot out like a dragon. We are only a minute and a half from the fire department, but it went so quickly." The company has shifted its operations to another store.

"It is not true that we had an unconverted machine," Carter stated. "You had to go to a closed-loop system and we did. We had thermostat controls and we had the machine grounded. I wouldn't stick DF-2000 without doing the right things. It had controls." "It wasn't a big explosion, but it knocked the door loose and fire came out the door. Now I wouldn't assemble shirts in front of it." Carter is waiting on city permits to let the company work on the building.

"They say they will give me a temp permit so I can get in and start cleaning. Comet can get me a new store in three days -- racks, presses, boiler, drycleaning equipment, everything. I called Jack Godfrey again. They always take care of us. They're good people." But it won't be petroleum because the "local fire department is not going to let us use DF-2000, even if we get new machine unless we build two-hour fire wall and sprinkler the entire facility's strip center," Carter said. "We'll be back to perc because of it."

Medical savings accounts: A new option of small businesses

BY G. STEPHEN THOMA

If you're self-employed or own a small business, there's a good chance that getting or paying for health insurance for you and your employees has been a major headache.

If you're in one of these two groups, you may be able to take advantage of an alternative to traditional health insurance that is now available as a result of laws passed by Congress in 1996.

Medical Savings Accounts (MSAs), which are linked to high deductible insurance plans, were created to allow the self-employed and employees of businesses with 50 or fewer workers to pay for unreimbursed health care expenses with pre-tax dollars set aside in tax-favored accounts.

They are attractive accounts because contributions grow tax-deferred and distributions are generally tax exempt if used to pay for qualifying medical expenses.

Amounts in an MSA that are not used in any year can be carried over to be used in subsequent years and may even be used to supplement retirement income.

To qualify as an MSA provider, a company must employ 50 or fewer workers. Individual MSAs are available to people who are self-employed.

Who is eligible?
To participate, an individual must not be covered by any other health insurance, such as a group policy or a spouse's plan.

There are two steps to participation in an MSA. First, the contributor must be covered by a health insurance policy with a high deductible.

For individual policies, a high deductible considered in the $1,500-$2,250 range and for families, $3,000-$4,500. A high-deductible policy generally lowers the cost of the premiums.

Secondly, an MSA must be established at a financial institution that offers these accounts. Into this account, contributions of up to 65 percent of the annual health care deductible (75 percent for families) can be made, provided the account holder is covered by the policy for the entire year.

If, for example, a policy with the highest deductible of $4,500 for family coverage is purchased and it covers the account holder for a whole year, he or she would be able to contribute up to 75 percent of that deductible, or $3,375.

Either a small employer or its employees can make the annual MSA contributions, but not both. If an employer contributes on behalf of its employees, the contributions are excludable from income and wages for payroll tax purposes.

If employees make the contributions, they are deductible from their federal income taxes.

In an MSA, contributions generally are applied at the account holder's direction to the investments offered within the account. These investments may include stocks, bonds, mutual funds, or money market mutual funds, for example.

Any earnings in the account can grow tax deferred, just as they do in an Individual Retirement Account. Tax deferral can make a big difference in the compounded growth of an MSA. Interest and dividends on contributions and on any earnings in the account -- including money that would otherwise have gone to paying taxes that accumulates tax deferred.

The primary tax benefit of an MSA, however, is that withdrawals for any qualifying medical expense are taken free of federal income tax.

Only to the extent that amounts in excess of such expenses are withdrawn is the distribution taxed. Before age 65, there is also a 15 percent penalty tax on taxable withdrawals in the tax year the withdrawal is taken. After age 65, only regular income taxes must be paid on such a withdrawal.

Using your MSA
To pay a medical bill, the account holder would use an access method offered with the account, often checks or a credit or debit card, and then submit the claim to the insurance company. Once the deductible is met, the policy would cover most medical expenses, depending on the terms of the policy.

During the year, the account can be used to cover qualifying medical costs not reimbursed by the health care policy.

The account holder also has the option of using funds other than those in the MSA to cover medical costs and allow the MSA assets to accumulate tax-deferred.

Unlike flexible spending accounts, assets in an MSA at the end of a year remain in the account for use the following year.

Each year, provided that eligibility requirements continue to be met, additional contributions can be made, regardless of how much money remains in the account.

Upon retirement, if there are any assets remaining in the account, they can be withdrawn in a taxable distribution and used for any purpose.

If withdrawals are used for qualifying medical expenses, however, they continue to be free of federal income taxes. Used in this way, the account can work in conjunction with a company's 401(k) plan or other retirement plan to provide supplemental income in retirement.

Shopping for an MSA
If you or your company are currently uninsured, you should consider purchasing a high deductible health insurance plan and opening an MSA if you qualify.

If you already have an insurance plan and this option is available to you, you will want to look at the benefits of a combination high-deductible plan and MSA with an eye toward whether you can reduce your health care costs.

Because MSAs are available from insurers, banks and financial institutions, you'll want to compare accounts.

Look for an account that makes withdrawals easy, perhaps with checks or a debit card. In addition, look for a wide array of investment choices, so you can make investments that match your anticipated medical expenses.

Also ask about your choice of insurance carriers. You may want an MSA that permits you to choose your insurer, rather than an MSA linked to a certain insurance provider.

This is particularly important, since you may want the insurer you choose to provide benefits for the health care coverage that is most important to you.

An employee benefit
Offering an MSA can be a great way to attract and retain key employees. These accounts offer not only coverage for short-term health care needs, but may offer a retirement saving opportunity as well.

Talk with your financial consultant about how you would like to provide health care coverage for you, your family and your employees. A high deductible health care plan and an MSA might just be the answer.

G. Stephen Thoma is Senior Vice President and Director, Group Employee Services, for Merrill Lynch.

More work at home, less work for cleaners?

KING GEORGE, VA -- The number of wage and salary workers doing paid work at home nearly doubled from 1991 to 1997 while 6.1 million households -- 6 percent of the U.S. total -- had home-based businesses last year.

Those statistics from the U.S. Department of Labor were cited by the Mid-Atlantic Cleaners and Launderers Association, which noted that the wardrobes of people who work at home are not "likely candidates for professional cleaning care."

The growth of home-based business can be attributed to a trend toward more flexible work arrangements and schedules through telecommuting, and a desire to remain closer to families, avoid traffic headaches and be one's own boss, MACLA noted in an article in its April newsletter.

"As some industry members are strongly advocating, an investment in new processing technology could make a big difference in how and with whom we do business in the not too distant future," MACLA said. "Futurists have long been predicting dramatic changes in the traditional workplace. Clearly the future is new and shifts in marketing strategy are going to play an increasingly important role in how our industry operates and survives."

Petroleum cleaners coalition annual meeting on May 15

The National Coalition of Petroleum Dry Cleaners will hold their annual meeting Friday, May 15 at the Renaissance Waverly Hotel in Atlanta, GA.

President Michael Jones will open the meeting at 3 p.m.. Jones and NCPDC treasurer Larry Adler will give a presentation on the NCPDC mission and organization structure. A legislative update and issues planning session will follow.

Russell K. Snyder, NCPDC executive director will conduct a strategic planning process and introduce services, including the coalition's insurance program, in a session following the election of the steering committee and officers. The meeting is scheduled to adjourn by 6 p.m.

NCPDC was founded in 1997 to represent the interests of drycleaners who use petroleum solvent. Initially envisioned as an industry vehicle to respond to drycleaning environmental concerns and related issues, NCPDC has expanded its mission to serve as an educational and professional association in the field of petroleum drycleaning.

NCPDC has office at 4041 Powder Mill Rd. Suite, 404 Calverton, MD 20705; phone (301) 348-2004.

The annual meting is concurrent with the Southern Drycleaners Show sponsored by the Southeastern Fabricare Association that same weekend. Both events will use the Renaissance Waverly Hotel as their headquarters. Call the hotel, (770) 956-5919, for room reservations.

Annual CLA convention in Chicago

DOWNERS GROVE, IL -- Seminars, service schools and coin laundry tours are planned for the Coin Laundry Association 1998 convention and annual meting in Chicago, July 9-12.

The Hotel Inter-Continental on Michigan Avenue will be the convention headquarters.

Seminars are planned on selling a coin laundry, advertising, debit cards, management and record-keeping. Statistical information on the coin laundry industry will be presented in a "State of the Industry" talk by CLA's director of communications, John Wallace.

Also planned is an idea-exchange roundtable where attendees can share ideas and problem-solving with other coin laundry owners.

Factory technicians and service experts from major coin laundry equipment manufacturers will be on hand for the service schools to give advice on troubleshooting, repairs and maintenance.

The all-day coin laundry tour is included in the registration price. Visits to the Chicago area's most creative, profitable and well-managed coin stores will afford an opportunity for a close-up behind the scenes looks at successful operations.

Registrations received before June 1 are $249 per person for CLA members and $299 per person for non-members. After that date, the cost will be $50 more. Convention rates at the hotel are $135 per night for single or double occupancy.

For more information, call CLA, (630) 963-5547.

NCAI slates one-day spotting courses

NEW YORK, NY -- The Neighborhood Cleaners Association-International has announced a series of one-day spotting courses to be held on Sundays in May, June and July.

The cost is $125 for NCAI members and $175 for non-members. For non-members who join the association at the time of the class, the extra $50 will be applied toward 1998 NCAI membership dues.

The courses will be offered in Korean on June 7 and July 12.

Dates, locations, contact information and instructors for the sessions are as follows:

May 3: May 17: May 31: June 7: June 14: June 28: July 12: July 19: July 26: Contact Peter Atha at NCAI, (212) 967-3002, ext. 310, for more information on any of the sessions.

IFI/MACLA plan short courses in Virginia

KING GEORGE, VA -- A one-day stain removal class and a half-day customer service training class will be sponsored in Virginia by the International Fabricare Institute and the Mid-Atlantic Cleaners and Launderers Association May 30-31.

The May 30 stain removal class will be held in Richmond from 9 a.m. to 5 p.m. The course will cover stain removal steps and techniques, including removal of water marks and sizing rings, and provide a review of spotting agents and bleaches. The cost is $99 for MACLA/IFI members and $129 for non-members. Discounts are available for multiple enrollments from the same plant.

The customer service session will be in Hampton, VA, May 31 from 9 a.m. to 1 p.m. Attendees will learn what it means to be a customer service representative, how to anticipate and know what customers expect, talking with customers and identifying and dealing with potential problems. The cost is $59 for MACLA members and $79 for non-members with discounts available for multiple enrollments from the same plant.

To enroll, call IFI, (800) 638-2627, ext. 144.

Stain Removal, management courses at IFI

SILVER SPRING, MD -- The International Fabricare Institute will offer an advanced stain removal course scheduled in May and a Total Quality Management seminar is planned for June as part of its resident course schedule at the Silver Spring headquarters.

The advanced stain removal course will be held May 14-16 with sessions covering stain removal techniques and procedures, including special stain removal agents, the removal of difficult stains from delicate fabrics, hand cleaning, the use of bleaches, and the handling of antique and specialty items.

The cost is $210 for IFI members and $300 for non-members.

IFI also plans a two-day Total Quality Management seminar June 26 and 27. The session will cover quality service and managing, including customer expectations, mission statements, job analysis and employee relations. The course is $195 for IFI members and $295 for non-members.

The 1998 series of introductory and advanced drycleaning courses is continuing at IFI, also. The next one-week Introduction to Drycleaning course will begin June 1 and the next two-week Advanced Drycleaning course will start June 8.

Starting dates for other introductory drycleaning courses this year are July 13, August 10, Sept. 14 and Oct. 26. The advanced course will also be offered this year starting July 20, Aug. 17, Sept. 21 and Nov 2.

Registration for the introductory course is $350 for IFI members and $455 for non-members. Classes meet from 9 a.m. to 4 p.m. Monday through Friday.

The two-week advanced course costs $700 for IFI members and $910 for non-members. Classes meet Monday through Friday during two consecutive weeks.

For more information or to register, contact Susan Bale at IFI, (800) 638-2627 ext. 144.

Editorial: Does Anybody here have a road map?

"Change within our industry is inevitable, and managing that change should be the goal of our industry leadership and associations and members. Determinedly fighting it will only result in frustration and chaos."

Those words were spoken by Canadian Fabricare Association executive director Vic Vandermolen at last month's EPA conference on the future of drycleaning. Vandermolen was describing the process and the steps that industry leaders in Canada, in consultation with their government, have agreed to take to reduce perc consumption in drycleaning.

But those two words, frustration and chaos, are two words that come to mind when looking at the state of the U.S. drycleaning industry in light of the "Eye to the Future" conference that EPA sponsored. Confusion and disorder are two others that would apply. Perhaps those are normal conditions in a time of rapid change. Various technologies, both emerging and emerged, compete for drycleaners' attention. Arguments that perc should be replaced are countered by arguments that it is safe to use and growing safer. Arguments that more regulations are needed are countered by arguments that sufficient regulation already exists. When the shouting is over, when all the claims and counter claims are sorted out, we are left withŠ confusion, frustration, disorder, chaos.

We spend three days at an EPA conference and leave still wondering, what does EPA want? Eliminate perc? If so, when? Reduce perc consumption? If so, how much and by when? Switch over to wetcleaning or hydrocarbon cleaning? Or maybe someday, Rynex or liquid carbon dioxide? If so, what type of regulatory field might cleaners then find themselves playing on?

The fact that we have no answers to these questions is not entirely EPA's fault. Six years ago the agency invited the industry to join a process intended to find answers. The Design for the Environment program struggled from the outset due to dissension and disagreement within the industry ranks and among the various project "stakeholders" on how to proceed. EPA has no more clear reading from the industry than the industry has from EPA.

Now it may be that the program is nearing its end. Some may cheer that news. Some may wonder what will take its place. Frustration. Chaos. Confusion. Disorganization.

As Vandermolen said in his remarks at the conference: "If you don't know where you are going, how will you know when you arrive?"

Editorial: Many ways to answer the question

Wetcleaning appears to be a growth industry within the professional textile care community. In the past few years the question about it has evolved from "Can wetcleaning work?" to "How do you do it?" The marketplace has decided that water will be a part of the textile care future -- not associations, not government, not private consultants. Today's cleaner knows it's not "if" wetclean, but "how much." Cleaners are asking about the chemicals involved. Salespeople are being trained to talk intelligently about wetcleaning chemicals. People who never "washed" before are wetcleaning. It's a marketplace event, not a government thing. Wetcleaning is now a major part of the mix. Another part of the solvent mix is petroleum solvents. Its use in the United States appears to be increasing as a greater number of new as well as established cleaners turn to petroleum as the solvent of choice. Solvents with higher flash points and greater ease of use (not to mention a less-threatening hazardous waste posture) have positioned petroleum as a growth market as the decade ends. Of course, there are still those who tremble at the potential of fire, something that does occur in rare instances. But reality is that the new machines make petroleum just another solvent in the mix.

Perc still maintains its position as the dominant player in the solvent mix. It maintains its status as having superior cleaning capabilities. It's use by most cleaners will probably continue, barring any government move to restrict it.

In today's garment care world, we find diversification of cleaning processes a common sense business decision. Giving back a well-cleaned garment to the customer is what the job is all about. The solvent chosen to do that will be the ones that work. Today these are water, petroleum and perc. New solvent technologies will increase the options. As a professional cleaner, that means keeping one's eyes open to all possibilities. After all, an owner's objective should be to run a business, not buy a day laborer job.

Letters: Barton bill needs strong advocacy

TO THE EDITOR:

With regard to the Letters to the Editor remarks of Steve Clifford, he can call us crude, self-serving, egocentric, or nearly anything else when it comes to our near daily advocacy on behalf of IFI/Mid-Atlantic members in support of H. R. 1711.

We don't necessarily take offense. In fact, we will try almost any method to keep pushing our requests for H. R. 1711 support back up to the top of each congressional legislative assistant's pile until we hear something from each Representative.

During the most recent two weeks we re-reminded those Members of Congress from whom we had not had any response whatsoever, that we are still soliciting their support. For their convenience, we even provide a simple checkoff response form.

We know that in the scheme of things, H. R. 1711 is a very little bill without much glamour attached to it. However, it does offer Congress an opportunity to fix an expensive national failure that makes criminals and victims out of innocent people who have broken no law. And we are going to keep on seeking their help and support.

We make no apologies for trying any hot button we can legitimately push that will make a Member of Congress act and react positively to our entreaties and the reasons for them. We could not, however, disagree more strongly with Mr. Clifford when he suggests that "we need to stop fighting against remediation standards."

Mid-Atlantic, and I think most of our industry, is not fighting against remediation standards. Rather we are being pro-active in our advocacy, and will absolutely continue to seek reasonable, and attainable clean-up standards because what we have now is neither reasonable nor, in most cases, attainable.

There is nothing so good that it can't be done better or differently. So, whether you agree or disagree with our choice of words and/or methods, we encourage everyone, go ahead and re-write, re-phrase, and adjust the language as you will.

Telephone, visit, fax, speak from your heart, mind, and soul. Just do something to encourage support and passage of this all-important industry-specific legislation. Time is short and the need is great.

David Norford
Executive Vice President
Mid-Atlantic Cleaners and Launderers Association

Views: Need more business/ Just ask!

BY BILL BOGUS

What two chores are the most hated by working women? If your guess is "washing dishes and ironing," your guess is right.

The reason for both is that they are time consuming. Women need preparatory time when dressing for work. They check and double check, making sure that their appearance is perfectly right.

Knowing this, the drycleaner should forget the dishes and focus on ironing. He should think of himself as a helper by doing the ironing, allowing the working woman more time for other things.

Dressing up for the work place, the blouse is worn in many combinations. The blouse, for the working woman, means more to her than a shirt means to a man. A spot on a woman's blouse will drive her into hiding. But a spot on a man's shirt will cause him to wet his finger then try to rub the spot off. If it doesn't, he'll merely think, "What the heck."

When a woman picks up her drycleaning, she will lift up the plastic bag and zero in on the blouse. She's fussier than a jeweler appraising an expensive diamond. Nothing will be missed while the woman is scrutinizing her garments.

The drycleaner stands still, like a cactus in the desert, until the woman speaks first. "Sir, I don't like the way the collar sticks out. And why did you crease the sleeves? I don't like creased sleeves. Look at the cuffs. What a mess. Would you mind doing this blouse over again?"

He did it over again -- twice.

Why are we doing less when the potential for more business is evident? The answer is simple. We are not asking for more business. Is it possible we don't know how to ask for more?

This is not begging. There are more ways to ask for more business without begging. The '"ways" are called promotion and advertising. People must be persuaded to buy your services. Advertising provides the stimulant that energizes.

However, advertising by using meaningless cliches has as much clout as a needle dropped on a rug. Phrases like "tender loving care," "your clothes best friend," and "we care what you wear," are nothing but abstract cliches.

Customers want concrete information. They want to know "why" drycleaning is best for their clothing. They want to know the benefits of your service. Keep in mind, Mr. Goodwrench doesn't sell service -- good mechanics do.

In the Song of Norway, a character says, "Some people like music -- but everybody eats fish." The same can be said for drycleaning. "Some people like chicken soup, but everybody wears clothes, and everybody wants clean clothes." With the ever-growing population, the need for cleaning will be greater.

It is true that many of our drycleaning plants are small in size compared to giant retail stores, but they are bigger in numbers. There are more than 35,000 cleaning plants in the United States. The industry employs over 200,000 workers. No mass lay-offs, and the wages have always been higher than minimum wage required by law.

The revenue generated by gross sales is more than $6 billion. This is not counting sales attributed to manufacturers, distributors, suppliers and venders that directly service the industry.

Drycleaning has a higher frequency use than the hard goods industry. It provides strength to the national economy.

To regress the industry by unjust regulations is a serious mistake. The recycling process in drycleaning is such that waste the produced is minuscule, causing waste transporters to raise prices in order to make a profit. Without profit, there is no purpose for business. Regulators should be aware that drycleaners are not subsidized by the government.

It was good to read the profile of Jon Meijer in a the March issue of National Clothesline. Jon is an active staff member of the International Fabricare Institute. He is the vice president of membership and marketing. These are two subjects of vital importance that need to be addressed.

Our drycleaning institutions must constantly be alert in getting new members for the same reason businesses need new customers. There are drycleaners who are not aware of such institutions. Too many drycleaners don't belong to any of our drycleaning institutions and there are those who want to travel the hard road on their own inexperience.

To gain customer trust, and respect, we must belong to, and learn, drycleaning from our institutions. Only then can we earn the right to be called professional drycleaners. Being professional is better than being referred to as an inept drycleaner.

Drycleaners have been and still are apathetic towards marketing. Perhaps it is the lack of understanding of marketing. Marketing identifies who best needs our services. At what age do the young people recognize the need for dry cleaning? We can help them decide by persuasion. We do this by advertising.

Jon Meijer provides the link between the status quo and the young generation. He understands both. He also understands marketing.

Bill Bogus is president of Textile Restoration Services Inc. in Laurel, MD. He can be reached at (301) 776-4961.

Three steps to keep happy customers.

BY LISA DUSAK

How many times have you heard this complaint? "You broke my button and didn't replace it!"

Something so simple to keep the customer happy, right?

How easy is it?

There are three main things to correct the problem of broken buttons:

Let's start with maintenance of your pads and covers on the equipment.

Pad maintenance
When the head of a machine comes in or down on the shirt, the pads and covers need to absorb and cushion all the buttons. It does not matter which brand of pads and covers you use; they need to be maintained properly. When the pads and covers start to wear, you will start to break buttons and lose quality on your shirts.

Don't try to over-extend the life of your pads and covers. What you spend in covers is going to be less than what you spend in labor to touch up, not to mention the cost of replacing the buttons themselves.

Let's not forget regular maintenance on your machine, either. Just like a car, your equipment, if well maintained, will give you longer life and a quality product. It does not matter what equipment you use, either, as it needs to have proper air pressure, greasing, and head alignment.

Check your manual for the proper settings.

If this information is not in it, call the manufacturer. They know -- they made the equipment. It is their expertise.

Proper pressing
The next thing we need to discuss is proper pressing.

Your pressers need to be properly trained on how to dress the equipment.

If the presser is not dressing the machine properly, you will have unnecessary broken buttons and poor quality of the finished shirts.

The pressers are the key; train them properly. Every day they should check the equipment before they start pressing. They should inspect the pads and covers.

When pressing, they should not bring the T-clamp down on top of the button on the sleever.

When dressing the body press, try to cover the button with the button hole side of the collar if possible.

The presser should be able to tell whoever takes care of the equipment that there is a problem. The presser should also be able to ask another presser for help when they have a problem dressing the equipment.

Remember, your pressers are very important. Talk to them and listen. They can help keep the quality strong in your plant.

Final inspection
The third and final step is inspection.

Your inspector is the last line of quality control before the customer receives his shirts.

The inspector needs to look at all buttons to make sure they are all there and that none are cracked or broken. If the buttons are not there, they need to be replaced.

The inspector needs to look for consistency. If the buttons are missing from the same place on too many shirts, the inspector should tell the presser that too many buttons are being broken and that the problem may be in improper dressing or worn pads and covers.

Tell your pressers and inspectors that they are a team in solving problems such as broken buttons and poor quality of shirts.

Remember, there are three things to do to stop customer complaints on broken and missing buttons: maintenance of pads and covers; proper pressing; and inspection.

If these three things are accomplished and everyone works as a team, everyone will benefit, especially the customer. When the customer is happy with no broken buttons and better quality shirts, he will be a repeat customer.

We all profit when we make the customer happy. So let's keep an eye on those buttons.

Lisa Dusak is a consultant and trainer in laundry and drycleaning in the United States and Canada and demonstrates laundry equipment at local and national trade shows for Hoffman/New Yorker. A resident of Pittsburgh, PA, and an active member of the Western Pennsylvania Drycleaners and Launderers Association, she has been in the industry since 1983 and was instrumental in founding a commercial laundry and drycleaning operation in Pittsburgh.

MidAtlantic

Max Oh describes Coach program for Korean cleaners

Drycleaner Max Oh presented an assistance plan for Korean-American cleaners at the U. S. Environmental Protection Agency's Design for the Environment (DfE) meeting March 31-April 2. Oh, a consultant and educator within the Korean-American cleaning community, explained that a "coaching program" is an effective way to help non-English speaking Korean cleaners meet the demands of federal law.

"As an activity under the EPA's Mentor Program, the objective of the Coach Program is to educate the Korean businessmen about the EPA rules and regulations so that they voluntarily observe and implement the drycleaning practices that are environment friendly," Oh said. "The emphasis is on education, rather than administration of government rules, and as such, the Coach Program is geared to the cooperation between our Association members mutual support and self-help."

The Korean Drycleaners Association of the Greater Washington discovered the need for a program at an October 1996, meeting it held on environmental issues. Close to 800 business owners attended the seminar where federal EPA staffers explained programs. This turnout convinced KDADC of " the importance and high interest our members have on the environmental issues." The association followed up on the meeting with the EPA by developing a plan to train the directors of the association as coaches. James Kenney of EPA Region III served as an instructor to 35 directors. Certificates were awarded to those cleaners who completed training.

The Coach Program starts with a certified coach who makes a visit to a drycleaning store, sometimes with and sometimes without notice.

"The coach inspects the store, using the check list of about 87 items, such as store air quality, chemical list, preventive instructions and measures in place, and records in the file," Oh said. "To increase its effectiveness, the coach sometimes invites area businessmen to a mini-seminar in the selected store and have them observe the inspection. When any deficiency or discrepancy is found, the coach discusses it with the store owner, suggests ways to make improvements, and gives two weeks time to correct them.

After two weeks, the coach conducts a follow-up inspection, and EPA issues a certificate when the store passes the inspection." The plan has two benefits. Not only does it educate coaches on the importance of EPA regulations and helped them adopt environmentally friendly practices, it also provides a way to pass on what coaches learned to their fellow businessmen in an informal and open forum.

Oh explained that punishment for infractions is not the rule. Rather, the idea is to help cleaners correct problems. It also increases Korean business participation in the discussion of environmental issues.

"As you may know, many Koreans, including myself, are not fluent in English and it makes them shy from asking questions or present their concerns forcefully," Oh explained. "But with a coach who speaks Korean, they can be as loud as they wish." A random survey of stores that underwent the Coach Program was conducted by Kenney. Oh said that 100 percent of the stores were in compliance.

Based on its track record, the Coach Program expanded with a training program for 12 Baltimore Drycleaning Association directors who are now certified as coaches. Oh had two recommendations for the EPA -- allocate funds to support the Coach Program nationwide and for the translation into Korean of EPA rules, regulations, best practices. Second, find a way to provide low interest loans to the drycleaners to help them buy machinery that meets new compliance standards.

Pricing bills stall in Maryland, Virginia

KING GEORGE, VA -- Legislation aimed at gender-biased pricing is on hold in both Virginia and Maryland, the Mid-Atlantic Cleaners and Launderers Association has reported.

Both measures sought to make it illegal to discriminate by pricing the cleaning of garments on a basis determined by gender.

The Maryland bill was introduced by delegate Anita Stup after she had an agent visit four drycleaning businesses in the Frederick, MD, area. Each business, she said, used gender as a frame of reference when responding to pricing questions.

Stup's bill received an unfavorable report by the committee responsible for hearing it, according to Dave Norford, MACLA executive vice president.

"Delegate Stup was very upset that her bill did not get out of committee this year. Even though she is not running for re-election, you can almost count on her requesting another Delegate to reintroduce the bill next year," Norford said.

The Virginia bill, introduced by Delegate Gladys Keating, addressed the larger issue of gender equity. That bill has been carried over until the 1999 session which, Norford said, "means it's not dead, just out there somewhere, waiting for just the right moment to reappear."

Norford expects the bill will be reviewed with an eye toward addressing objections voiced by the insurance, car wash, restaurant and entertainment industries.

Norford said the fact that it is already illegal to discriminate on the basis of gender has helped slow both bills.

"During testimony, we demonstrated that many of our members have already embraced Mid-Atlantic's suggested non-discriminatory pricing guidelines and recommendations." Norford said.

"The problem is there are a lot of industry members who ignore the illegalities and continue business as it used to be. It creates a very poor industry image and ultimately hurts everyone," he said.

Norford warned that if cleaners don't make adjustments to comply with existing anti-discrimination statutes, "it's a certainty that others are going to do so for us."

MACLA's Legislative, Environmental and Regulatory Committee was planning to review the discriminatory pricing issue during its April meeting. Tracking the gender price issue is part of MACLA's overall monitoring of legislative and regulatory affairs in Maryland, Virginia, West Virginia and Washington, DC.

The association makes available to its members Non-Discriminatory Pricing guidelines and recommendations on how to implement. For more information, call the association office, (800) 235-8360.

Midwest

Wisconsin five-star program may be modified

GREENFIELD, WI -- The Wisconsin Fabricare Institute is discussing modifications in the state's Five-Star Environmental Recognition Program with representatives of the Wisconsin Department of Natural Resources.

According to WFI, Jan Mercurio of the DNR Cooperative Environmental Assistance program surveyed Wisconsin cleaners about the five-star category. Her findings indicated that many cleaners believe "achieving the level of a five star drycleaner is for most an unreachable goal." The problems appear to be "the wetcleaning demands and the high solvent mileage standard." Mercurio is said to have studied the Indiana and California programs to compare against Wisconsin.

In a survey of Wisconsin cleaners which had a 23 percent response rate, Mercurio gained information which will form the basis of her recommendations for program changes.

WFI executive director Joe Phillips said the cooperation between the state DNR, the association and others will upgrade the quality of regulatory compliance efforts.

The five-star program was created two years ago in a cooperative venture between WFI and DNR.

WFI also noted that the next battery of certification testing for the Wisconsin program is in May. Although a cleaner may register up to the day of the test, WFI said it takes one week for Certified Environmental Drycleaner study materials and three weeks to a month for Certified Professional Drycleaner study materials to arrive by mail. "You can register but it's not advisable," they said.

Wisconsin Certified Environmental Drycleaner and Certified Professional Drycleaner examinations will be held on May 14 at extension offices of the University of Wisconsin. Because the tests are run concurrently, a cleaner can take only one of them that day. The CED exam is a part of the third star requirements of the "five-star" program sponsored by the association.

The WI-CPD test will be the first for the program. It was developed by the University's Solid and Hazardous Waste Education Center.

For information about the next battery of tests, contact WFI, (414) 529-4707. The tests are sponsored by WFI with the cooperation of the state DNR and Citizens for a Better Environment.

Convention set for Indiana cleaners

KOKOMO, IN -- The Indiana Drycleaning and Laundry Association will hold its annual convention in Nashville, IN, Sept. 25-26 at the Seasons Lodge and Convention Center.

IDLA executive director Rex Beddies said the program includes seminars and "up-to-date information on the state of the industry." Special attention will be paid to electronic technology including point of sale computers, the use of the internet for cleaners, electronic funds transfer processes and other topics. Also planned is a golf tournament on the opening day of the convention.

For details and hotel information, contact Beddies, (765) 453-3054.

JOLIET, IL -- The Chicago '98 trade show, exhibit and convention sponsored by the Illinois State Fabricare Association will be held Aug. 14-16 at the Inland Exposition Center in Westmont, IL.

Also on the ISFA agenda is a stain removal course May 31 in Springfield, IL, and the annual golf outing July 9 at St. Andrews Country Club in West Chicago.

For information on ISFA programs, call (800) 462-4732.

OCA plans summer meeting

The Ohio Cleaners Association will hold its annual summer meeting July 10-12 in Sandusky, OH. The theme is "Harbour Lights." Program plans include presentations by Bill Fisher, Tom Kimmel, Bill Seitz and Manfred Wentz in a state of the industry roundtable discussion.

For details, call OCA, (614) 221-1900.

Northeast

Fabricare museum plans advance

Plans for a museum that highlights developments in the textile care industry are moving forward, lead backer Bill Minty II said at the recent North East Fabricare Association trade show.

Promotional material for the proposed Bridgeport, CT, museum was displayed in an exhibit booth where representatives of Au Fait Associates discussed the project with attendees.

Minty and others working on the museum plans have a grand vision for the project.

"The Museum of Fashion and Fabricare formalizes the age-long marriage between the fashion and textile care industry," backers of the Connecticut-based project told potential supporters this spring.

The brochure created by the group explained the reason for a museum -- "The sole purpose of the museum is to establish and develop a modern, interactive museum, for the first time ever, bringing the fashion, apparel and fabricare trades together under one roof." The proposed site of the Museum of Fashion and Fabricare is the former Reads Building, located in the center of Bridgeport. Built in 1926, it is a five-story former department store with approximately 150,000 square feet of floor space.

The group claims a "natural affinity" of the fashion and textile care industries and explains that the purpose of the museum is for education, research, and technology. "This concept will expand creativity, knowledge and encourage and excite curiosity," they said. It "will educate by providing quality programming, entertaining interactive displays, special events and living exhibits, such as a state of the art carbon dating unit."

The board of directors is comprised of individuals affiliated with the fashion and fabricare industries and academia. They include William H. Minty, III, museum president (Operator of Pembroke Laundry and Cleaners); Peter Atha, vice president (Director of Special Projects, NCA-I) Roger L. Schilling, vice president (President, Au Fait Associates); Christopher Fountain (dean and owner of the Leon School of Hair Design); Dr. Glenn Bassett (director of the School of Business, University of Bridgeport); Thomas Juliusberger (director of the University of Bridgeport School of Fashion); and Robert Mitchell (of Ed Mitchell Retail, a Connecticut clothier).

When completed, the museum will have a retail cleaning facility with a fully operational model drycleaning plant. This will serve as a working exhibit. In addition, 20,000 square feet of retail space will house boutiques of top fashion designers.

The lower level will contain a large food pavilion.

The fifth floor will house a 23,000 square foot exhibition and function area. This hall will be dedicated to fashion and trade shows for the fashion, design and fabricare industries.

"The University of Bridgeport has already committed to relocating all its fashion shows and most of the school's fashion and design education to the museum complex," backers said.

"Charter Individual Lifetime Memberships" in the museum are available through the remainder of 1998 at $432, Minty said. In 1999, these will be $500. The package includes a museum membership card, periodic reports and updates through the Lifetime Member Newsletter and free lifetime admission to the Museum. Funds will be used to help offset start up expenses of the Museum.

The museum corporation is seeking not-for-profit status so all contributions would be tax deductible.

The museum's home of Bridgeport has rich heritage based on its former prominence as a fashion, design and apparel manufacturing center. It is envisioned that the museum will serve as one of the world's centers of fashion, design and manufacturing of this industry's products with easy access from major interstate routes and public transportation.

"We held a meeting with members of Rep. Christopher Shays (R-CT) staff and state legislators Robert T. Keeley Jr. (D-Bridgeport) and Christopher L. Caruso (D-Bridgeport) to discuss the museum and any sort of governmental help," Minty said in late April.

"I don't think it's going to be a hard sell to the fashion industry. I need to do an architectural rendering" to present to them, Minty said. "We have different people working on different things." For information, contact Roger Schilling of Au Fait Associates, (781) 245-0089.

NY cleaners awaits news on regulations

New York cleaners -- both in the city and across the state -- await decisions on old and new efforts to regulate drycleaning.

On the city level, there has been no move by members of the New York city council to reintroduce a bill restricting the use of perc in drycleaning plants.

According to Peter Atha, director of special projects for the Neighborhood Cleaners Association International, city council member McCaffrey has not submitted such a measure this session. Last year he sponsored a bill that would have severely impacted perc-using drycleaners.

Also in New York City, the results of a letter-writing campaign have begun to show up.

"We just came back from a meeting with a member of city council of the fourteenth district in the Bronx, Adolfo Carrion, Jr.," Atha said. "He received letters from cleaners in his district about the new drycleaning law and we set up a meeting. The moral of the story is, if people write letters, the politicians will listen." The NCAI representatives explained to city councilman Carrion that cleaners want the state to see how Part 232 of the state drycleaners' rules works out before any changes are made in the regulations. The Part 232 regulation was negotiated between representatives of the state, consumers, unions, cleaners and manufacturers over a period of several years.

"We also talked about the environmental bond act," Atha said "We explained how we supported that and there are monies identified in the city for cleaners." New York state cleaners also face the prospect of certification. A June 1 deadline is in place for curriculum proposals for the New York State drycleaner certification program.

According to NCAI representatives, the association is in the processing of completing the final version of its program.

The North East Fabricare Association is also working on a version for submission.

According to NEFA executive vice president Peter Blake, "We will file a submittal to the Department of Environmental Conservation on June 1. We are finishing up over the course of the next few weeks. We included in the proposal a workbook and a presentation which features slides and videos." NEFA has a proposed schedule to handle the program for members and nonmembers.

"We're working with the state to make sure the test is fair and equal, no matter from whom the cleaner takes a study course."

SouthCentral

Zellers to teach courses in Texas

The Southwest Drycleaners Association will offer four more textile care training programs this year at the Texas Research Center for Laundry & Drycleaning.

Jane Zellers is the chief instructor for the courses.

A "General Fabricare" course is planned for June 15-26. This class covers the basics of textile care, including counter operations, customer service, fibers and fabrics, basic and advanced stain removal, drycleaning technology, garment classification, regulation compliance, finishing techniques and production methods, among other topics.

The other three courses are in the development stages and will be confirmed soon. Currently, they are sticking with the following curriculum.

A "Stain Removal" class will be held Oct. 19-23. According to SDA, the "course involves intensive training on proper stain removal techniques." An "Advanced Stain Removal" class will be presented Nov. 9-11. This class provides more extensive training on stain removal techniques. It also offers advanced training in fiber content identification, weaves, garment construction, dyes, pigments, prints and finishes. It also deals with the use of bleaches.

A "Finishing" course will be held Nov. 12-14. This course is designed to complete an employee's grasp of the proper finishing techniques used in a drycleaning store. Among the class topics are training in the identification of fabrics and fibers and their differing reactions to heat and pressure, garment construction, care labeling, finishing tools and equipment (including presses, pads, face plates, iron and non-stick surface shoes) and the difference between hard and soft finishes.

SDA said courses are subject to change and people interested in a course should contact the SDA office for complete information on tuition and dates. Full refunds are given to students canceling at least 10 working days before a class. SDA also announced its new officers for the year. Bruce Baldwin is now president, Shirley Reichstadt is the first vice president, Darrell Sawyer is the second vice president and the new sergeant-at-arms is Ron Rogers of Intex Distributing Co.

To contact SDA, call (210) 826-4684.

Louisiana-Mississippi association formalizes name change

The Louisiana Mississippi Drycleaners Association held its annual meeting in Alexandria, LA, formalizing its name change. In addition, attendees heard presentations by a pair of International Fabricare Institute board of directors candidates.

Executive director Darienne Wilson said the association will be offering a pair of seminars in the fall. They will be presented by R. R. Street.

Wilson, who was recently elevated to the presidency of the Cleaning and Laundry Association Executives group, is waiting for confirmation on dates and locations for the programs. She also said association membership has remained stable "after taking a hit when dues went up." For information on LMDA programs and the convention, call (601) 352-4291.

South

Atlanta trade show to feature new technology

ATLANTA, GA -- The South Eastern Fabricare Association has put together a seminar program for its May 15-17 trade show which examines new areas of technology as they apply to the textile care industry. In addition, sessions will be held on employee relations, utilities deregulation and problems with garments.

The Southern Dry Cleaners Show at the Cobb Galleria in Atlanta opens its exhibit space Friday, May 15, at 1 p.m. The first day's program is primarily social with a "welcome" cocktail party in the evening at the Galleria Mall.

On Saturday morning, the seminar sessions begin with officers of both SEFA and the International Fabricare Institute offering introductory remarks and observations on the industry. This program starts at 9 a.m. The speakers include SEFA president Wayne Hardaway, IFI president Gary Newton and IFI chief executive officer Bill Fisher.

At 9:30 a.m. Jim Patrie starts the seminar programs with "Bring Your Faith to the Marketplace." The technologies round table take center stage at 10 a.m. with four industry members who are involved in different cleaning technologies.

These include Brad Lienhart of MiCell Technologies, a group working on carbon dioxide solvent cleaning equipment; Yoshio Atsumi of Natural Clean, a wet cleaning application; Dr. Thomas Hoffmann of Fraunhoffer USA; and Blue Ribbon Fabricare Center owner Carolyn Schwass, an educator who works with wet- and drycleaning and is a designated Rynex solvent beta site.

This session last until 11: 30 a.m. and is followed by the association's annual meeting and election of officers.

Saturday exhibit hall hours are 11 a.m. to 5 p.m. The evening program features a dinner with entertainment by the Ink Spots.

The Sunday seminars start at 9 a.m. with a welcoming speech by the newly-elected SEFA president.

The first education program is at 9:15 a.m. with Sandy Seay discussing "How to Hire and Keep Good Employees." Greg Bruch of Enron follows with a report on natural gas deregulation. The final session is Chris Allsbrooks of IFI talking on problem garments.

For information, call (770) 998-9900.

North Carolina association to meet this month

RALEIGH, NC -- North Carolina Association of Launderers and Cleaners will hold its annual meeting May 15-17, at the Hilton Hotel, Wilmington, NC.

Speakers scheduled include Jon Meijer of the International Fabricare Institute, Dr. Nancy Cassill of the University of North Carolina, and Lindley Smith.

The weekend opens with a Friday evening dinner at the Hilton. Saturday sessions begin with Dr. Cassill, Professor of Textile Products Marketing at the University of North Carolina, Greensboro. She will examine the impact on the fabricare industry of innovation in fibers and fabrics. Representatives of companies involved in CO2 technology will follow with a talk on the process.

Lindley Smith is also scheduled to present while Jon Meijer will lead a panel on the latest technology in the industry.

"Contamination and Technology for Remediation," is Meijer's keynote speech on Sunday. Call NCALC for details, (919) 850-0707.

New director for Tennessee association

Debbie Lowenthal, owner of Association Resources Inc., has been retained as executive director of the Tennessee Fabricare Association. The new TFA mailing address is PO Box 23071, Nashville, TN 37202-3071. The telephone number is (615) 269-5312.

Lowenthal mailed all TFA members a postcard card April 1 to notify them of the changes. She also completed plans for the first round of regional association meetings.

"We are having a TFA membership meeting and site visits in the Chattanooga area June 11 - 12," Lowenthal said. "In September we will have another membership meeting" in the Memphis area.

TFA also announced its new officers. The 1998-99 president is Phil Disser. The president-elect is Chris Maxwell. The secretary/treasurer is John Williams.

West

Seminar for cleaners in Las Vegas

PHOENIX, AZ -- Following on the success of the Phoenix chapter program held in February, the Las Vegas Western States Drycleaners & Launderers Association chapter has its own program May 16 at the Showboat Hotel.

The program features a variety of events including seminars, an auction and social events..

WSDLA regional vice president Eddie Los of Village East Cleaners is seeking volunteers to assist with the event.

Owners and suppliers have been asked to donate items that can help generate funding for operation of the association.

For information, call (702) 736-1366 or 888-466-9732.

The 1998 WSDLA summer convention will be held Saturday and Sunday, June 27-28. Early arrivers can register Friday evening, June 26. The Westin La Paloma, Tucson, AZ, is the host hotel.

Friday evening will feature an unhosted reception in La Paloma's Desert Garden Lounge.

On Saturday, trade displays open at 9 a.m. The general membership meeting begins at 10 a.m. and early seminars will be held from 11 a.m. to 1 p.m. Afternoon seminars are from 1:30 to 4:30 p.m.

The social hour and silent auction will be held at 6 p.m. with dinner and entertainment following.

The Sunday trade displays open at 8 a.m. with early seminars from 9 until noon. Afternoon seminars will be held from 1 until 3 p.m.

The speakers list is not final but industry experts will include Jim Kirby of the International Fabricare Institute and Kenney Slatten. General topics include financial planning, customer service and more, WSDLA said.

Contact WSDLA executive director Mike Schenck for more information, (888) 466-9732.

Montana association sets annual convention

The Montana Textile Services Association will hold its 84th annual convention Sept. 17-19 in Flathead Valley, Kalispell, MT.

The MTSA board approved the plans for the convention at its March meeting. At the same time, the group elected to send $1,000 to the Dry Cleaners Action Fund of America in support of lobbying efforts for the Barton Bill.

The convention program includes social activities, speakers, a presentation by U. S. Rep. Rick Hill and more, MTSA said.

The Friday presenters list includes David Hart of Mountville Mills, Bill Bakos of American Dawn and Dick Hughes of Colmac. Congressman Hill will address the attendees at the evening buffet.

The Saturday speakers include Steve Ritt of Leather Care of Seattle, Missoula attorney Cal Souther and Mark Bonsell of Fabritec International.

Three golf outings are planned for the weekend.

For more information, contact MTSA executive director Terry Cline at (406) 232-1148 or e-mail him at cline@mcn.com.

Northwest association wraps up show

The Northwest Drycleaners Association is tallying a follow-up survey to its spring trade show at which 443 attendees participated.

According to the association, more than half of the people at the show came from Washington with 70 Oregon cleaners and 79 British Columbia cleaners attending. There were 28 cleaners from other areas.

The survey asks what exhibitors liked most and least about the show, what month they prefer, if they would return and what they would offer if it was their show.

NWDCA executive director Deborah Rechnitz also reported that an informal survey "just before the show closed indicated it was a successful event for exhibitors." The San Diego Dry Cleaners Association has relocated its offices to 2545 Ridgeway Drive 3B, National City, CA 91950-7733.

The new telephone number is (619) 267-5390. The new fax number is (619) 267-5391.

Charles Pratt, CAE, is the executive director and Dee Pratt is the associate executive director.

Profile: Nate Shuster

During the Great Depression, a young man from Maryland went looking for a job. Given the economic conditions at the time, the teenager might have been lucky to find anything. But there must have been something about his initiative and desire that struck a chord at one business.

"I started at Fish Drycleaners in 1932, the biggest in the city," Nate Shuster recalled. "I was taught spotting." Nate must have been a quick study because when his teacher left, he became the company spotter. The man who taught him -- Mr. Denshaw -- went back to Pennsylvania. "I was lucky," Shuster observed.

Luck or skill, it would follow him along the way.

He went on to Premier Cleaners, followed by a stint at Community Cleaners and then 14 years at York Tailoring Company, a drycleaning plant.

"Then I became a partner with Robert Horn of Pike's Peak Cleaners in Pikesville," Shuster said. "He was just like I was. That was in the 1950s and the partnership lasted 10 years." His next move was to operate his own route for a couple years.

"Then I opened my own plant, Varsity Cleaners in Catonsville, in 1965. I was there for 18 years." Shuster finally ran into a situation that needed a quick change. This retirement business was not going to work.

"I was going to retire, and I did for three weeks. Then I talked to Laidlaw Corporation," Shuster said. "I spent 50 years in the drycleaning business. I'm active, God gave me pretty good health. What am I gonna do with myself?" Since then he's been an active and productive member of their sales force, still calling on customers as he nears his 83rd birthday. This August makes 15 years with Laidlaw.

What prompted Shuster to pursue a second career? That question is better answered by looking at why he entered the service business in the first place.

"Sales attracted me because it was helping people," Shuster began.

Of course, the first things he learned about the trade were spotting and boilers. These were essential skills for someone who would run his own plant for more than 30 years.

"I learned about boilers in World War II. I was shown some of the things I could do myself. This fella taught me everything and ultimately I did it all myself." It was a matter of transferring this way of doing business to the sales profession.

"In selling, you have to show people how to use chemicals," Shuster explained. "I enjoy selling, especially if I can go in there and knock somebody else out. So many people give me business because I give service. That's what people are looking for and that's what I give them." As proof of this, he related a story about his previous weekend.

"I drove 75 miles on a Saturday to Laurel (Maryland) to open a drum of soap. It took 10 seconds to open it. I kept him happy." It's something he knew he'd appreciate if he had a problem back when his plant was operating.

"If I was in the business and I had a problem and needed help, I'd appreciate it." That represents the core of Shuster's approach to sales -- keep the customer happy.

Shuster relates another story.

"I went to a new plant yesterday and got the order. The fella said 'you're the first person to come in here who got here on time.' I spent time with him" to keep him happy.

It's easy for Shuster because "I enjoy my job," he said. "I have no thoughts of retiring. I'm going to keep on going as long as God gives me the strength." Part of that success is the ability to walk into a business on a cold call. When he started out for Laidlaw 15 years ago, he was the new guy in the company.

The key to making things work is being able to "just go in," Shuster said.

But he enjoyed an advantage that other salespeople may not have when they start out.

"I knew everybody and everybody knew me. I could get in a door. People who knew who I was and what I was going to do. That gave me the advantage." That edge made for a smooth transition from his three-week attempt at retirement.

"I had no problem getting business. I've had an increase every year I've been here," Shuster said.

The job isn't full time anymore. He's slowed down the pace. But Shuster is satisfied with where he is.

"It comes to a point that you reach a plateau. If I was working full time I could pick up some business. I still work three days a week, some weeks I put in four." Keeping the customer happy still comes into play, however.

"If a man calls and says 'I have a problem', am I going to say, 'see you next week?'" Not a chance.

"Yesterday I did 150 miles and obtained three new customers. My territory is Baltimore, Hanover/Littletown (Pennsylvania), Annapolis, Aberdeen and northeast Maryland. That covers 200-225 plants." The stuck drum lid, the missing detergent, the unsolvable problem all appeal to Shuster's better nature.

"I worked with one person who had water in solvent. We spent a Sunday solving the problem. There was too much steam pressure on the still. We figured it out and got the thing fixed." When asked what the service call was going to cost, Shuster had a two-word answer -- "No charge. Just take care of yourself and take care of your plant." Shuster has story after story of his travels on the road as a salesman.

"Another little story," Shuster began in explaining another facet of his beliefs. "I was up in Pennsylvania. One fellow wanted to give me an order for 2 million hangers, but he wanted them direct from the factory." "I told him, 'We didn't work that way.'" "He said 'I want to talk to your boss.'" Shuster stood firm. "'You have to buy from your supplier.'" With that, the customer told Shuster to leave and not come back to the store again.

"Two weeks later he called me on the phone and said, 'I'm an ass. I should live with the rules. Next time you're in the area drop in.'" The fact is Shuster stuck to his principles and is happier for it.

"I don't know any other way. That was the way I was brought up: to help. That's why I joined the Jewish Big Brother's League." That story involves a boy who Shuster said needed a little guidance to keep out of trouble. Shuster invested his time and his heart in the relationship. The reward was a kid gone straight.

"I still have his letter he sent me when he went over to Germany with the Army band. I worked with him for three or four years." His concern extends into the community where he has spent his life.

"I have a plan right here in Baltimore. We take the kids who are going to graduate and teach them to tutor. They can perform community service. Kids who are graduating can go into places and work with younger kids." Shuster also came up with an idea about preventing violence in schools. It involves the students themselves.

"Suppose these schools have a suggestion box in the hallway and the kids hear about something that's going to happen? They could alert a teacher or the principal through the box. It can't hurt." Laidlaw knows it has a rare person in Shuster.

"He is 83 years young and does a fantastic job for me," Laidlaw eastern regional sales manager Michael Achin said about Shuster.

A few years ago the company newsletter said as much in a story it ran on him in 1995.

"Twelve years ago at age 68 Laidlaw thought it would benefit our Maryland business if we hired someone with experience in industry. That man was Nate Shuster." What started as a short-term plan has now blossomed into 12 years of very dedicated and loyal service." "Nate always helped anyone who wanted to learn. If you had the time, Nate would make you a better drycleaner." With devotion comes opinion and Shuster calls things as he sees them.

One of his pet peeves is personal presentation. A cleaner should dress well in public. Some of them "look like bunch of bums and I tell them so. When I work, I always wear a shirt, jacket and tie. We're here to help. We're here to service." "We should drop the word drycleaner; we are cleaners."

Shuster is still on the board of directors of the Dry Cleaning Association of Maryland.

"Mark Klitenic is still the lawyer and does all the legal work for us," Shuster said as a segue into another story. "I did all the work for Mark's father, who had a tuxedo business in Catonsville. I used to do it on Sunday." Like Shuster said, he knows everybody.

"I'm still member of the Rotary," he added. He joined the organization in 1978, is a past president and boasts of his perfect attendance over the two decades of membership.

But most of all, it is his family that is both near and dear to his heart.

Sally is his wife. They have a daughter Eileen Lipsky and son-in-law Bill Lipsky. The grandsons are Larry (married to Barbara) Lipsky and Richie (married to Brigitta) Lipsky. There are two great-grandsons, Sam and Jack -- one in each grandchild's family.

"My wife and I live Owings Mills, right outside of Baltimore, in the county." It's where they want to be.

"Sometimes I may take my wife with me. I drop her at a shopping mall, do some of my work and then pick her up. I've been married a long time, 60 years come this June 19," Shuster said. "I don't know how she puts up with me." It's probably because Shuster knows that civility goes a long way to having a happy life. And it's what he's earned.

Stan Caplan: We're still not getting the job done

Here we go again! A repeat of what happened in St. Louis in the late fall of 1996. At that time, a survey was conducted by ABC network's "PrimeTime Live" on several cleaners' inability to remove spots put on by people at my former Southwest Drycleaners Association school at Texas Woman's University in Denton, TX.

My article of March, 1997, was a complete discussion of the problems and their solutions, and since the problems persist it will be reprinted following this article.

The latest survey was conducted in the Atlanta, GA, area during February, 1998 by Fox network's Channel 5. News personnel were sent to my former school in Denton, TX, with 15 red ladies' slacks and 15 white ladies' jackets. These garments were made of linen, silk and rayon.

Dana Davies, CPD, CED, the plant manager, and Dr. Charles Riggs, professor in textiles at Texas Woman's University and research director put on the spots as follows: red slacks -- tomato-based spaghetti sauce and ballpoint ink; white jackets -- coke and ballpoint ink.

These stains were placed in the front and they were aged for two days before being taken to Atlanta by the TV channel's I-Team. Mustard was not used due to its difficulty in total removal for its requirement for bleaching.

In other words, every effort was made to keep stain removal easy for the shopped cleaner, even to the point where Dana Davies removed each stain before shipment of the test garments to satisfy everyone of their easy removal.

The I-Team took the slacks to 15 cleaners and the jackets to 15 cleaners for a total of 30 cleaners to be tested. Ten of the shoppers pointed out the spots to the counter persons, and 20 of the shoppers did not point out the spots.

Of the 10 cleaners who were told about the spots, only two cleaners removed them. Of the 20 cleaners who were not told about the spots, only five removed them.

This means that 23 out of 30 cleaners did not, or could not, remove all the spots. One cleaner was told twice (on a do-over) and still did not remove them.

Sorry excuses
Some of the comments and unsatisfactory responses given to the shoppers were:

One cleaner refunded the shopper's money because she couldn't remove the spots.

The I-Team even went back a second time to some of the cleaners for a do-over with the following results:

One discount cleaner ($1.50 per garment) and two full-price cleaners removed the spots completely and without damage to the fabric. And one cleaner ruined the slacks while attempting unsuccessfully to remove the spots.

What amazed the I-Team was the fact that the discount cleaners and the full-price cleaners gave the identical quality. To me, this is most alarming and must be addressed by training, better management, selection of quality workers through more benefits and incentives and placing more emphasis on quality rather than fast production.

In addition to the failure to remove the spots and damage to the fabric, the finishing was unprofessional on some garments, especially the rayon slacks, which were sharply creased on the sides rather than being rolled (no creases front or side).

Note: The vertical bag sleever manufacturers can provide an oversized cover for finishing "balloon" slacks. You simply slip the larger cover over the standard cover and tie the base securely. Also, suppliers and press cover manufacturers can provide these covers on special order.

When the I-Team brought the tested garments (spotted) back to the SDA school at TWU in Denton, TX, Dana Davies removed all the wetside spots that were left in the garments easily with mostly the steam or water gun. On some he used a little neutral synthetic detergent for additional lubrication and liquefying.

The use of tannin and general formulas for those tanning (spaghetti sauce) and reducing sugar (Coke) spots was only needed a few times due to heat setting and caramelization, but my protege, Dana, got the job done in the true and tried tradition of my old school at TWU. I am so proud!

As the March 1987, article recommends, the counter person should ask the customer if there are any spots on the garments, what they are composed of and about how long they have been in there.

At the same time, the spots should be indicated by tailor's chalk (square type, not pencil type) or stick on arrow (or label) and a flag tag prepared and attached to the garment by a safety pin. Also, the invoice should contain the spot information and should be circled to make it outstanding and visible to an inspector or assembly person.

Note: I recommend the "red dot system" in which a quarter-sized red dot with an adhesive backing is pasted onto the plant copy of the invoice next to the notation of the spot, repair work or alteration, etc. The person who is responsible for following up the notation must initial the red dot upon completion of the work requested.

It's the manager's job to check the completed and bagged orders for invoices containing red dots. Those must be initialed and appropriate action should be taken to find out why the work wasn't done or the initials are not written, or both.

I sincerely feel that training in counter operations and customer relation should contain spot removal, textile characteristics and basic drycleaning technology. After all, isn't that what this is all about?

Looking for signs of professionalism

March, 1997

We created a monster, and it is us. I am very disappointed with the failure rate of the St. Louis cleaners who did not remove the spots placed on various garments brought to them by the staff of ABC's PrimeTime Live."

I am equally disappointed with the lack of finesses, courtesy, and knowledge of handling people and complaints despite every facet of training available in this industry.

Who is the monster that we created? Strangely enough, it is the consumer, but another monster we created is ourselves through the lack of training.

Gone are the days when taking in garments was a total, professional operation. Customers gave us the precious five to 10 minutes (depending upon the size of the order) we needed to inspect the garments for spots and damages, discuss pertinent facts and conclusions regarding the garments, identify the location and description of spots, etc.

Most of us even listed the garments, and some of us even priced the invoice by hand and gave the customer an itemized, priced receipt. A short "bull session" was also the order of the day, and the transaction was concluded with a sincere, "Thank you very much. See you Tuesday."

Consumers took a personal interest in seeing that the counter person had all the information needed for a good quality job. Customers were very trainable.

Suddenly, the pace became very fast, mainly due to our vision that super-fast service is the demand of professionals or business people, and we'll give it to them whether they need it or not.

No thought was given to the necessity for rigid inspection resulting in do-overs, or for the contingency of the boiler breaking down, or for the absence of a few of our key employees or even for the loss of power and other utilities.

Whereas in the past we allowed for the contingencies by seeking at least 48 hours to process our "regulars," we now insist that the clothes will be ready for delivery either the same day or next day. I have heard some people say that fast turn-around results in the garments coming back for cleaning that much quicker. Well, if that is true, then you wouldn't have half the inventory that you now are stuck with.

No longer do we ask about spots or damages or the need for alterations and repairs. This is what I am leading up to regarding the incident with the representative from "PrimeTime Live."

I'm sure that the person did not point out the spots to the counter clerk, and I am doubly sure that the counter clerk failed to ask questions about spots. Like most plants I see, the counter clerk writes the customer's name and phone number and tosses the clothes and memo into a counter bag leaving the poor "marker/in-voicer/tagger/etc." to face the chore of preparing the invoice and the garments for processing.

Sometimes the customer throws down his or her clothes on the counter and runs out saying absolutely nothing. That's right. We have created a monster, and we only can second-guess what the spots or damages are. If we write them on the invoice, the customer will swear that they weren't there when the clothes were brought in. But in the old days, we noted spots and damages on the invoice, and we pointed them out to the customer, all in his or her presence and on the receipt. Of course, most times the spots and damages were pointed out to us since we were trained to ask about them.

What should we do today?
First, we should remove all negative signs about not being responsible for decoration, trim, shrinkage, loss of dye, etc. and replace them with the following signs:

We are responsible for:

Second, we must train our counter personnel in customer relations and basic spotting and drycleaning. Being courteous and humble are not enough. Customers expect advice and technical solutions about care labels, safe spot removal, safe cleaning, etc. We must motivate our counter clerks with good pay and thorough training. Just as we train spotters, cleaners and pressers with hands-on methodology, we must train counter personnel with role playing.

Third, if we use drop-off bags as a replacement for waiting on customers, we must insert a form requesting the location of spots, their description and about how old the spots are. A complete listing of garments serves as a check for the accurate amount to be delivered. Small stick-on dots can be included in a coin envelope and placed into the bag's pocket in order for the customer to pinpoint spots. These are in addition to the usual items regarding starch or fold for shirts and special attention to other details, etc.

Fourth, we must train our spotters. They must memorize the rules of spotting as follows:

1. Alkali sets tannin and some reducing sugars in Coca Cola, Pepsi, RC and similar beverages.

2. Methyl alcohol (oily-type paint remover, general formula, wet spotter) sets protein.

3. Heat of drying (140 degreesF or more) together with the application of an alkali on a beverage stain on cellulose cotton, linen, ramie, rayon or acetate will caramelize the stain. And just the heat of drying 140 degrees F or more on silk, wool or nylon or from fruit juice on the cellulose fibers will caramelize the station.

Note: The fact that some cleaners not only failed to remove the spaghetti sauce (tannin) but set it or changed color of the spot leads me to believe that they attempted removal by first using an alkaline spotting chemical. Also, working ball point ink on the wet side first can cause setting of the dye in the ink to make the spot permanent and, in some cases, changing the color of the original stain.

There is plenty of in-plant training available to those cleaners who cannot spare their spotters to attend schools. Any consultant in the industry can set up a training program if the operation is large enough.

As far as the bleeding of buttons onto the white blouse is concerned, every professional counter person, or cleaner/spotter, knows that those buttons should be removed and re-sewn after cleaning (preferred method).

At the very least, the buttons should have been tested for fugitive dye before cleaning and if the test proved negative, (dye was "fast" and not solvent-soluble) they would need to be removed or otherwise protected against loss or damage. If the test proved positive, the blouse would have to be returned as unserviceable if the buttons could not be removed without damaging them.

Counter operation is the critical subject needing continuous training. Programs of instruction for counter operations must included practical subjects in marking, dye testing, fiber characteristics, garment preparation for cleaning (including decoration, trim, fancy buttons, fabric covered buttons, etc.). and basic spotting. Role playing to reinforce the basic rules of customer relations should be ongoing.

Consider sending counter personnel the excellent spotting courses offered by IFI, the NCAI and my alma mater, the SDA school in Denton, TX.

For the experienced cleaners/spotters, short weekend courses and seminars/workshops are adequate.

Note: My new video, "The Caplan Method of Stain Removal," which includes my comprehensive text with handy spotting board reference, is now available for only $199. Please contact Dennis McCrory, (800) 646-5736, PIN #4615.
Stan Caplan has over 35 years experience in his own drycleaning/laundry business and over 20 years experience teaching and consulting. A former chief instructor at IFI and the SDA school in Denton, TX, he offers consulting services on work flow concepts, lot systems management, call office efficiency studies, production studies, plant equipment layout, engineering studies and specifications, equipment specifications, TQM, training programs, cost analysis and accounting and general plant management. He can be reached at 3601 Clarks Lane, Suite 307, Baltimore, MD, 21215; phone or fax (410) 358-0870.

Ray Colucci: Build your most valuable asset

The following are excerpts from an inspirational talk I have presented to various trade groups around the country.

"The most successful drycleaners I have had the pleasure of meeting were those who attended meetings."

When we look at success as those here, in attendance, we have to think in terms of being negative or positive -- negative if you have failed to increase your sales volume and profit in the last year; positive if you are ahead of last year, your costs are in control, and your business has experienced a noticeable growth in profit and equity.

It's indeed rare that you see increases across the board with no changes and thanks to some fortunate circumstance of being in the right location at the right time and thus with no unusual effort on your part.

Can anyone here report they made no changes and no improvements and have had an increase over last year? I didn't think so.

You see we are in a unique industry, and the road to success is paved with many pitfalls. To sit still is to invite failure when you consider the dramatic changes we face on a daily basis.

It may be any or all of the following: New fabrics, labels that lie, environmental laws that the small business can never comply with, sophisticated equipment, requiring knowledge of chemical reactions, steam, air, refrigeration, electronics, waste and water removal. (Did I leave out solar power?)

It reminds me of the patient who after completing his psychiatric examination and therapy, asked the Doctor, "Will I now be fully adjusted?"

"No," the good doctor told him. "Only when your undertaker places your arms across your chest will you be fully and finally adjusted."

The positive plant owner knows that it costs more to run the business this year over last year. (no surprise), that rent or taxes never go down, that supplies constantly increase, even for the volume-sharp buyer. Has anyone paid less for insurance this year?

We know that labor, good or bad, has made it a birthright to receive more pay and benefits each year, every year, whether the business is up or down. It's incumbent on management to constantly find ways to increase sales while maintaining efficiency, to keep reinvesting, expanding or diversifying, all with little chance of guarantees or reasonable time for pay-back.

If there was some prize that we wanted to secure in our livelihoods, and to name our greatest and most valuable ASSET, we would have to say it's our people, our personnel, our team that permits us to keep investigating before we invest to formulate our plans and our dreams, knowing we can count on them to do their best while we run our ship of state.

How can we train and hire the right people who will think as we think and treat the hours we spend working together as an extension of ourselves?

Few of us realize we spend a third of our lives pursuing our jobs and careers and an other large portion traveling to and from, or just thinking about tomorrow's duties.

That is why I say our greatest assets are our employees. It's the area where we should spend our most diligent effort and concern.

I believe there is a spark of excellence in all of us, but it takes a little insight to find that potential and bring it out. When? Before we hire!

Now I want to go into the second part of my presentation, "Do we hire and fire?"

Perfect candidates
This is of course our greatest fallacy -- to assume everyone can do the job that they applied for. My good friend. Dennis McCrory, who has done an extensive study on "How to Hire," reminds us that the closest a candidate comes to perfection is on the application form. This gives us a select bit of knowledge and an idea of whether the candidate is trainable.

Furthermore, do we have a comprehensible training period, with intermittent re-train as progress requires? Remember, we are looking for a permanent employee who will grow with value and experience.

Fortunately, there is available just such a testing procedure, a psychological profile that can determine the applicant's suitability for the position. The interview could be made quick or detailed, depending on the importance you assign to the job at hand.

The first rule is to never hire in an emergency. Have your farm team ready to move up to a steady position. It requires a well thought out plan.

First review your cost of doing business and how you stack up on a national scale as far as overhead is concern. If you aren't entirely sure of your numbers, enlist your accountant.

Now, when you are involved in the interview and know what aspirations your prospective employee are seeking, you will know what you can literally afford, plus the cost of training.

I found it amazing that money was third or fourth on the list of why people go to work, ahead were such things as "interesting, rewarding job," and "sense of appreciation with recognition." Those were the most important considerations to the long-term employee. Equal consideration was given to security, convenience, concern for long-term benefits, and family while at work, etc.

I have a done an extensive study on three areas of employment in our industry. The first was counter sales personnel for which I developed a brief 20-question personality test that insures only one thing: the person seeking the position is truly an extrovert who simply likes people.

All the training in the world will not give a counter person the required demeanor and the patience if that personality factor is not present in the party seeking this most important position. Why? You never get a second chance for a first impression.

Here are some highlights of characteristics needed for specific jobs.

Route driver. The immediate qualifications are, of course, physical capability, honesty, and industriousness with sales qualifications. A good step-by-step training program with sound record keeping is a firm requirement if progress is to be gauged and charted.

Before the decision to start a route and hire a driver is made, a plan with a mail and demographic study should be considered. Many times the choice of driver is secondary provided the correct protective paper work is done and the driver is well informed of the