Specifically, what should the Carters cover in their new employee orientation program, and how should they convey this information? Currently, Carter Cleaning Centres have no formal orien-tation or training policies or procedures in place. Jennifer believes this is one reason why the standards to which she and her father would like employees to adhere are generally notfollowed.

The Carters would prefer that certain practices and procedures be used in dealing with the customers at the front counters. For example, all customers should be greeted with what Jack refers to as a big hello. Gar-ments they drop off should immediately be inspected for any damage or unusual stains so these can be brought to the customers attention before they leave their items to be processed. This would reduce the number of custom-ers who may then later blame Carter Cleaning Centres for those stains when they discover them upon pick up.

The garments are then supposed to be sorted into nylon sacks to separate the garments in each order and prevent any mix up of items with another customers order. The ticket also hasto be carefully written, with the customers name, telephone number, and the date clearly noted on all copies. The counter person is also supposed to take the opportunity to try to sell the customer additional services such as waterproofing, or simply notify the customer that Now that people are doing their spring cleaning, were having a special on drapery cleaning all this month.

Finally, asthe customer leaves, the counter person is sup-posed to make a courteous comment like Have a nice day. Each ofthe otherjobs in the storespressing, clean-ing and spotting, and so forthsimilarly contain certain steps, procedures, and, mostimportantly, standards the Carters would prefer to see upheld.