Agathering of past presidents at DLI December 2018 Volume 60 Number 3 Sneak Peek Ask the question 6 30 Survivor’s story 18 How do you know how new customers find you? Ask them, says Larry Siegel, and keep track of the answers they give. Henry Greenbaum survived the Nazi death camps, became a drycleaner and was dedicated to telling the story. The Dry in Drycleaning National Clothesline Blowing down the boilers may be the most contentious boiler issue. Bruce Grossman digs into the topic. 24The boiler blowdown Eleven past president gathered at the Laurel, MD, headquarters of the Dry- cleaning and Laundry Institute last month, during the fall board meeting held in con- junction with the Pennsylvania and Delaware Cleaners Association trade show in nearby Baltimore. The past presidents toured DLI’s facil- ity and caught up with their colleagues and the DLI staff and were invited to at- tend the fall board meeting and share input and perspectives with the current board. Pictured in front from left are Lang Houston (2001-2002), Crest Cleaners, Co- coa Beach, FL; Ed Robinson (2008-2009), Ed Robinson Laundry and Drycleaning, Columbia, SC; Donald Fawcett (2005- 2006), Dependable Cleaners, Quincy, MA; Jim Nixon (1992-1993), Nu-Way Cleaners, Greely, CO; Eric Kloter (1999- 2000), Swiss Laundry, Rockville, CT. In the back row are Allan P. Johnson III (2014-2015), Peerless Cleaners, Cor- pus Christi, TX; Rick Kasperbauer (2010- 2011), Kasperbauer Cleaners, Carroll, IA; Dan Martino (2004-2005), Martino’s Master Drycleaners, Kenosha, WI; Greg Myers (2015-2016), Southside Cleaners, Lakeland, FL; David Beatty (2016-2017), Murrysville Cleaners, Murrysville, PA; and Gary Dawson (2005-2006), Belleair Bluffs Cleaners, Belleair Bluffs, FL. Trouble finding good employees? James Peuster said there are ways to do it which he outlined in his presentation during the PDCA Expo in Baltimore last month. A good crowd was on hand for the first presentation of the day. Something of everything in Baltimore Five generations of the Dry family have been dedicated to doing drycleaning right in the Albamarle, NC area. The cycle of regional trade shows ended on a high note last month in Baltimore, MD, where the Pennsylvania and Delaware Cleaners Association set up shop with ex- hibits and seminars that put most of what drycleaners need to advance their busi- nesses under one roof. That roof was the Baltimore Convention Center and it housed exhibits by about 60 companies that attracted around 700 clean- ers who kept the exhibit hall busy on both Saturday and Sunday. Drycleaning machines, finishing equip- ment, and computers systems occupied much of the floor space but smaller displays covered a variety of products useful and necessary for running a drycleaning opera- tions — chemical supplies, press pads, in- surance, hangers, conveyor systems — you name it, you could find it there. Clinics held on the exhibit hall floor dur- ing the show demonstrated how to put some of that equipment to its best use. At the Unipress booth, Liz Davies explained the finer points of shirt finishing in a Saturday afternoon session while at the Sankosha booth a presentation in Korean on pants finishing was the topic on Sunday. Jim Groshans, the FabriCoach, led two sessions in the exhibit hall on customer service excellence, one on Saturday and a second on Sunday. He explained what dif- ferentiates various levels of customer serv- ice, from meeting basic customer expecta- tions to exceeding those expectations in such a way that the customer will be con- vinced to return. Meeting and exceeding customer expec- tations requires a staff that works as a team. Continued on page 10