Avoiding Horror Stories:
What to Tell Customers about Problem Garments
Before They Fail—And After
Ian P. Murphy, former editor of American Drycleaner, has a great article up on Fabricare, a magazine of the Drycleaning and Laundry institute. He writes,
It’s a fact in the dry cleaning business: Garments can—and do—fail. Operators can take every precaution to head off potential problems, but once in a while, something will go wrong. In the best case, the drycleaner can fix the damage and return the garment; in the worst, the plant will have to reimburse the loss or replace the item.
This is a difficult conversation to have with customers who care about their clothing. They won’t like the fact that a favorite garment is no longer wearable—and having asked the drycleaner to return the item in clean, refreshed, like-new condition, they tend to blame their cleaner for the problem.
“All they know is that they gave the garment to you and it was fine; you gave it back, and it wasn’t fine,” said Brian Johnson, DLI’s Director of Education & Analysis. “‘It can’t be the manufacturer—this is Versace,’ they’ll say. So it has to be you—the drycleaner.”
Please hop over there to read about how to avoid turning your prized antique kimono into something like this . . .
Then come on back here, so we can help you avoid having your own dry cleaning horror stories!