Leaving with style…Leaving the door open So, you lost the account. Hey, it happens. But that loss may not be the end of the story. Despite that fact, some of us will take that loss to heart and in the spirit of a bitter ex-lover, adopt the “You’re dead to me” approach. Truth is […]
Silent Steve… Not a chatty guy Among the most famous silent types was none other than the early twentieth century President Calvin Coolage. His verbal reticence was so well known that a wife of a Senator made a bet that she could get Coolage to utter more than two words at a White House […]
Merry Christmas… The last year saw a lot of change in Old Soapy’s life. As he’d promised the wife, he had indeed – well at least partially – hung up his titration kit and had begun to enjoy the fruits of more than forty years in the business. Four decades that had seen him move […]
Two more types…One more solution Timid Tim and Careful Cathy have something in common with our last two tough customers: They too are best handled in a similar fashion. But unlike Gruff Gus and Know it all Art, we need to adapt our personalities to theirs to connect with them. With the careful customer, we […]
Two tough customers…One easy solution When it comes to the difficult types that we deal with, old Gruff Gus and his cousin Smart Sam are the pits. The good news is that if you’re willing to eat a bit of humble pie, both these ornery characters are capable of being “handled”. Best of all, the […]
Special personalities…A necessary skill In our world we meet all the personality types, from friendly, appreciative folks to those hard cases who won’t give us an inch. And in our daily grind of service and deliveries we can pretty much take all of them in stride and do our thing without thinking much about […]
Rewash rate reduction…On the cheap Moderate rewash rates are a fact of life – even in a well-run laundry operation. In fact, if they fall much below 2%, there’s reason to be concerned that there’s operational overkill – either in the excess of one, or all, of the WATCH (water, action, time chemicals, heat) principals. […]
Just three numbers… Well, kind of As we’ve explored in the last few issues, there are a lot of numbers that matter – some more than others. But there are a few that just can’t be ignored … And to not pay attention to them is, at worst, to operate at your peril and at […]