A. As many consumers are aware, service can vary greatly from one drycleaning establishment to another. Here are a few suggestions to help you find a satisfactory cleaner:

Word of mouth is still the best form of advertising. If you are new to an area, ask anyone you know--friends, family, neighbors, work colleagues--if they know of a good drycleaner. Hopefully they'll point you in the right direction, or at least let you know about establishments to avoid.

Is the counter staff attuned to you and your clothes? "How many pieces/When do you want them back?" is not top-notch customer service. Does the counter person take the time to inspect your clothes and ask you questions like are there any stains on the garment(s) you can point out, or do you have any particular concerns about this/these garment(s)?

Seek out cleaners that ascribe to a certain standard of professionalism. What does this mean? Check to see if the drycleaner you patronize is affiliated with a professional association like the Drycleaning & Laundry Institute, an association of drycleaners, wetcleaners, and launderers, and other state and regional drycleaning groups. These groups stress professionalism and continuing education for drycleaners. Consumers can look to see if there is an DLI member near them by visiting the Consumer Information section of DLI's website, www.ifi.org. Ongoing training is important. Ask the cleaner if they attend courses throughout the year to stay on top of the latest techniques and clothing care challenges.

Another sign of professionalism is certification. Ask cleaners if anyone on staff is certified either as a Certified Professional Drycleaner, a Certified Environmental Drycleaner, or a Certified Professional Wetcleaner. If someone is, most likely a framed certificate will be hanging up somewhere in the store lobby. Third, check to see if the cleaner is affiliated with groups such as the Better Business Bureau and the Chamber of Commerce.

Other tips: Is the cleaner's store clean? Is the cleaner image conscious? If they call themselves Elite Cleaners and their store looks disheveled and disorganized, what does that tell you? Is the cleaner active in the community? Cleaners that give back to the community likely are very mindful of their reputation.

Q. Does belonging to an organization like DLI carry credibility?

A. Belonging to DLI should carry credibility because smarter drycleaners join DLI?and DLI makes drycleaners smarter. DLI's bread and butter is the continuing education it offers members through its various publications, drycleaning courses, seminars, and in-plant training. Anyone can start or buy into a drycleaning business; association membership is a sign that a cleaner is committed to being a professional.

Q. Will DLI back the reputation of its cleaners in a dispute, back the consumer, or act as intermediary?

A. DLI does not get directly involved in customer-cleaner disputes, but for those times when the problem cannot be resolved at the counter, DLI does offer a garment analysis service that is available to members and consumers who go through their local Better Business Bureau. The International Textile Analysis Laboratory conducts an impartial examination of thousands of damaged garments a year. Whenever possible, the lab will assign responsibility for the problem's cause to the manufacturer, consumer, or drycleaner. The damaged garment and a report detailing the lab's findings are then sent back to whoever ordered the service. ITAL's garment analysis reports help settle disputes between cleaners and customers and when the problem is attributed to the manufacturer give the customer extra ammunition to use with the retailer or manufacturer when he or she tries to return the faulty item.

Q. Cost is an issue for many consumers. Oftentimes prices vary from one drycleaner to another. What warrants this? Is it (just like anything else) the neighborhood you may find it in or can it be attributed to quality of workmanship as well? How does one determine if the quality of workmanship is "worth it?"

A. Price is affected by a variety of factors too numerous to mention, but the biggest is the cleaner's expenses. Expenses are different from cleaner to cleaner; naturally, prices vary as well. DLI's membership is comprised of low-price (discount), traditionally priced, and high-end cleaners. Due to antitrust laws, DLI is prohibited from instructing members how to price. We do make clear to members, though, that one thing pricing should never be based on is gender.

Whether services rendered are "worth it" ultimately is a subjective evaluation, but it comes down to: Are you getting good value for the money being spent? One person's definition of what constitutes good value will be different from another's. What degree of emphasis you place on quality work, convenience, customer service, and price will help determine whether in your mind you are getting a good value from your cleaner. For example, value for one person may mean sacrificing some quality in return for a low per-piece rate. Value for another person may mean placing a premium on quality and convenience and less emphasis on the cost of the order. What's "worth it" is different for different people.

Q. Are there times when something can’t be cleaned safely or a stain can’t be removed?

A. The reality is not all stains can be removed, especially if the customer has waited a while before bringing the item in, and some clothes are damaged through no fault of the cleaner. When these problems occur a reputable cleaner should be able to walk you through the problem, explain how it may have happened, and offer solutions in the case of clothing that needs to be returned--for instance, a striped dress that says "dry clean only" on the care label which then bleeds during the drycleaning process because the dyes used could not withstand the drycleaning solvent.

Consumer brochures are available from DLI that can help members explain the nuances of drycleaning, including things that can go wrong at the cleaners and what can be done about them.

Although we hope this is not the case, feelings of disillusionment by a consumer and that he or she is being "taken" are probably the result of a breakdown in communication. If you are unsatisfied with something discuss it with the cleaner. A reputable cleaner should listen to what you have to say and offer solutions to resolve the matter.