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DIA Mediation In Action Saving Dollars And Building Trust

Every drycleaner will face a customer complaint. It’s just part of doing business. However, for DIA members, these challenges don’t have to mean costly payouts or damaged reputations. Why? Because they have the DIA office on their side.  

Here’s how our mediation helped a new-to-the-industry drycleaner resolve a customer complaint.  

The Challenge: A Costly Customer Complaint 

 In May of this year, a DIA member contacted us after receiving a complaint from a customer.  

The customer had taken a silk blouse out of their closet to be worn for the first time since being drycleaned. They noticed that there was an unsightly yellow streak down the front and back of the sleeve. Believing that it was caused by the drycleaning process, they wanted the problem resolved.  

 For the drycleaner involved, who was new to the industry, this was a stressful situation. Paying out would mean a significant financial hit and could undermine their confidence in dealing with future complaints.   

The DIA Solution: Expert Guidance on Hand  

Unsure how to proceed, the drycleaner contacted the DIA office for support.  

Our Technical Officer immediately stepped in, gathering essential details such as: 

  • When was the garment actually cleaned? 
  • Was it stored in its plastic wrap the whole time? 
  • Were there images of the care label and fibre content label? 

The investigation revealed that the blouse had been cleaned in November 2023 and had been stored in its plastic cover until the customer took it out in 2025.  
 
The DIA’s Technical Officer reassured the drycleaner that these situations – where garments are stored in the plastic for a long time – occur regularly. He advised that it’s easy for clients to assume it’s related to drycleaning but, the reality is, they would have collected the item in spotless condition.  
 
So why did this happen? The Technical Officer explained that plastic covers are intended only for short-term protection. Over time, they can trap humidity and prevent airflow, leading to yellowing, mildew spotting, or oxidisation – particularly on delicate or luxury fabrics, such as silk. 
 

The Result: No Payout, Stronger Trust 

Armed with this knowledge, the drycleaner was able to confidently deal with the customer by explaining the reasons why the yellowing occurred. Instead of paying out on the blouse’s replacement cost, they: 

  • Saved money by avoiding a costly claim 
  • Retained the customer’s goodwill through transparent communication 
  • Gained confidence in handling future complaints 

Additionally? The customer was informed on the short-term use of plastic covers, and the drycleaner was given insight that may apply to future customers.  

Why It Matters: The DIA Advantage  

 
This case shows the clear value of a DIA Membership: 

  • Protect your bottom line with expert technical advice 
  • Turn customer complaints into positive outcomes 
  • Get support whenever you need it most 

For this drycleaner, their DIA membership meant avoiding a financial loss and strengthening their customer relationship. For every member, it means peace of mind knowing you’re not facing these challenges alone. 

It’s all about building strong customer trust, happier outcomes, and ensuring that you have someone backing you, no matter what happens.  

Want to reap the benefits of a DIA Membership? Become a DIA Member today.