1. Specifically, what should the Carters cover in their new employee orientation program and how should they convey this information? The Carter Cleaning Centers currently have no formal orientation or training policies or procedures, and Jennifer believes this is one reason why the standards to which she and her father would like employees to adhere are generally not followed.

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. Garments they drop off should immediately be inspected for any damage or unusual stains so these can be brought to the customer s attention, lest the customer later return to pick up the garment and erroneously blame the store. The garments are then supposed to be immediately placed together in a nylon sack to separate them from other customers garments. The ticket also has to be carefully written up, with the customer s name and telephone number and the date precisely and 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, we re having a special on drapery cleaning all this month. Finally, as the customer leaves, the counter person is supposed to make a courteous comment like Have a nice day or Drive safely. Each of the other jobs in the stores pressing, cleaning and spotting, and so forth similarly contain certain steps, procedures, and most importantly, standards the Carters would prefer to see upheld.