Pitfalls

Hidden danger points

Problem: A wedding dress had a high sheen viscose embroidered decoration, and during drycleaning several areas of this decoration became frayed, creating fluffy patches which totally ruined the garment's appearance.

Cause: Careful examination revealed two pins protruding from within the dress structure with the sharp ends pointing outwards and the head inside.

Responsibility: These pins had been left within the multi-layer assembly by the dress maker.

They could not have been inserted by anyone else, because the head is buried in the structure. They were used in the garment assembly when it was made up in reverse and were not removed before it was turned inside out and pressed.

During the cleaning cycle the sharp ends had poked through and torn the viscose thread in the areas affected.

There is nothing that either the cleaner or the owner could have done to have foreseen this.

Rectification: None.

Feather filling flies free

Problem: Curly black "marks" appeared on a gold coloured, down-filled jacket after it had been drycleaned.

Cause: The "marks" are, in fact, dark feathers showing through the thin outer.

The down filling has not been properly contained inside the garment structure, so the feathers have broken free.

Responsibility: The blame lies with the garment maker.

Drycleaning is quite a vigorous process and unless feathers are properly contained within a closely woven, well-stitched bag, they will break loose and show through in the way seen here.

There is nothing the owner or the cleaner could have done to have foreseen or prevented this.

This garment should be returned to the place of purchase.

Yellow trousers let suit down

Problem: When a white trouser suit was drycleaned, the trousers turned yellow while the jacket stayed white. The items matched before cleaning.

Cause: The garment fabric has a face and a reverse and the reverse side has had a fabric finish applied which yellows during drycleaning.

This does not matter as far as the jacket is concerned because it was made up with the reverse on the inside. However, the trousers were made with the fabric the wrong way round so the yellowing shows and they no longer match the jacket.

Responsibility: The blame lies with the garment maker. This is an extreme example of the difference that can arise between jacket and trousers when an error such as this is made.

Neither the cleaner or the owner could be expected to foresee this fault. It cannot be put right. The garment should be returned to the shop where it was bought.

Read the small print!

Problem: Random white marks appeared on a pinstripe trouser suit after it had been cleaned and pressed.

Cause: The suit was successfully drycleaned in perc, but during pressing, the printed pinstripe on the outer surface transferred creating the white marking seen here.

Responsibility: The care label called for normal drycleaning, but also said "Do not iron or press". Unfortunately the cleaner did not notice this and managed to transfer the surface print. In these circumstances it is difficult for the cleaner to avoid the blame.

A compelling case for customer care The value of good customer care skills at the reception counter should never be underrated and every business will meet situations when these skills count as much as those of staff in charge of cleaning or finishing operations.

With care, a professional drycleaner can produce a successful result with most garment ranges by noting fully the care label (without necessarily believing it!) and by examining the material content label and heeding the warnings hidden there.

This month we feature problems which most cleaners could not have foreseen because they stemmed from inherent faults with a particular garment or a large part of a garment range.

In cases like these, all the cleaner can do is sympathise with the customer and then explain in detail what has happened to cause the problem and where the blame should lie. This could call for customer care of the highest order and make you wish you had taken your Guild Q-Star for reception skills!