LONGVIEW, Texas — Working behind a drycleaning or laundry counter can be fast-paced and challenging. Counter staff serve as the connection between customers and the plant, but training resources for this role are often limited.
Years ago, industry expert Marcia Miller Todd wrote a series of magazine columns addressing counter work, which were compiled into a training book titled “Over the Counter.” The book has now been updated and revised for current counter professionals.
It covers topics including customer greetings, name recall, service sales, complaint handling and related skills. Each chapter includes discussion questions and a quiz, with a certificate of achievement included.
“When I was first starting out, Marcia Todd’s book was my bible for training my counter personnel,” says Jan Barlow of Jan’s Professional Dry Cleaners in Clio, Michigan. “I realized it was still the only training guide out there, and with a little updating and revision, it could reach a new audience.”
Becca Anderson, an industry journalist for more than 25 years, updated the writing style and content while preserving the original approach, Barlow says. The revised edition aims to provide owners and managers with a consistent training resource for customer service staff.
“There isn’t much available specifically for training counter personnel in our industry,” Anderson said. “Good training helps with both profitability and employee retention.”
The book is available on Amazon in paperback and ebook formats, and plans call for translation into Spanish, French, German and Japanese.
Have a question or comment? E-mail our editor Dave Davis at [email protected].
