MARCH/APRIL 2018 3 CONTENTS COVER FOCUS 16 Industry Innovation Brings Change, Growth FEATURES 10 Winter Conference Attendees Share The Excitement 12 Economic Forecast 19 How to Improve Your Customer Service with DLI’s Mystery Shopper Program 21 Compressed Air Systems 23 Every Customer Is Royalty 25 Is Retail Broken? DEPARTMENTS 5 Moment With Mary 6 What’s Happening TECHNICAL BULLETINS 31 Embracing Vended Laundry Development Laundry Logic - No. 1 33 Burberry Coat Not In Vogue - No. 127 35 Damage To Cushion Covers TABS - No. 487 (English, Spanish) 37 Disturbance Of Fabric Coatings TABS - No. 488 (English, Spanish) 12 16 Vol. 50 | Issue No. 2 21 23 35