It was Hall of Fame Coach John Wooden who once said, “A good coach can change a game, a great coach can change a life.”
Jim Groshans, known more commonly as the FabriCoach, has spent a lifetime gathering business and drycleaning knowledge.
At the age of 26, he opted to change things up and began working in sales for R.R. Street & Co. His philosophy was simple: He didn’t’ sell products based on price. Instead, he focused on building and maintaining strong relationships with clients, so the products could sell themselves.
After 26 years with the company, he decided it was time to retire… as a player, at least. He then formed FabriCoach, LLC and has provided team-based coaching, training, consulting and Technical SOILutionsSM for the fabricare and hospitality industries ever since.
Adding to his knowledge gained through the years in the industry, Jim has obtained all the Dryleaning and Laundry Institute’s (DLI) certifications: CPD, CPW, CED, CGCP and has a full playbook of successful strategies. He is also a DLI resident instructor. If you follow his advice, he may even help coach your team to a national championship.
Health & Safety focus for chemical handling, equipment operation and maintenance, spill containment, PM (preventative maintenance) to avoid odor causing hazards.
Scheduled equipment inspection, maintenance, chemical safety and solvent conditioning. Full hospitality valet coaching/training events from chemical use, proper finishing or pressing, PPH expectations, etc.
New equipment commissioning or decommissioning.
Fabricare Process Coaching
Team-based approach coaching plant work flow, drycleaning, wetcleaning, finishing, and safe, effective stain removal procedures. Reducing communication gaps within the process and developing performance expectations (PPH, strategies, techniques, best practices). Plant assessments as well.
3 P's of Processing expectations:
Process design & management
People / operator training
Regardless of the process used, our goal is to return garments or fabrics in "like new" condition. A basic minimum threshold is to be odor-free, stain-free, repairs completed, creases in original location (or no creases), zippers zip, buttons button, etc.
Customer Service Coaching
Team-based program to achieve customer service excellence by defining and exceeding expectations and how customer service relates to the professional fabricare process.
The program will provide the skill set to describe how each step in the plant work flow impacts customer satisfaction, identify internal communication gaps and solutions. Describe why care label basics are important for quality output and customer satisfaction.
In addition discussing customer service behavior needed for a quality team, as well as, proper steps to handle service recovery.
I GREW UP IN THE DRY-CLEANING INDUSTRY. WHEN I WAS A TEENAGER, I STARTED WORKING IN MY PARENTS’ BUSINESS, AND MY FATHER GROOMED ME IN ALL ASPECTS OF THE BUSINESS. BY OBSERVING HOW MY MOTHER TREATED THE CUSTOMERS, I LEARNED A GREAT DEAL ABOUT HOW TO DELIVER EXCELLENT CUSTOMER SERVICE.
Achieving Customer Service Excellence Part 2
MAYBE YOU'VE SEEN SOME OF THE FARMERS INSURANCE TV COMMERCIALS. THEIR TAGLINE IS :"WE KNOW A THING OR TWO BECAUSE WE'VE SEEN A THING OR TWO." AFTER BEING IN THE DRY CLEANING INDUSTRY FOR OVER 30 YEARS, I'VE SEEN A THING OR TWO, SO I FEEL LIKE I KNOW A THING OR TWO. AND, THERE'S NOTHING I LIKE BETTER THAN TO SHARE THAT KNOWLEDGE WITH OTHERS.
Achieving Customer Service Excellence Part 1