Joining the team of expert instructors at Textile Rental Services Association of America - TRSA's Executive Management Institute (EMI) this year is Jon Coyle, director of service and business development, New System Laundry, Portland, OR. In teaching the EMI Marketing and Customer Service class, Coyle will share his philosophies on hiring, training and motivating service team members “to get high performance from the ground up.”
EMI is recognized as the leading educational program for executives and managers from all facets of the textile services industry. EMI helps these industry leaders attain personal and professional development, so they can more effectively inspire others and, thereby, boost corporate growth. Each August, participants return to take a different week-long class at the University of Maryland taught by academics and veteran textile services operators or associates. These faculty members provide insights on the latest techniques in developing effective workforces in the business world at-large. The concepts that they outline are put into perspective for the uniform and linen supply professional to apply to the industry's workplaces and markets.
Team teaching with Coyle this year is Steve Kallenbach, regional sales manager, American Dawn, Inc. (ADI), Los Angeles. Their class, developed for fifth-year students, will examine strategic and practical growth approaches. These sessions on marketing and customer services will deliver the knowledge and skills necessary to facilitate innovative thought leadership. That, in turn, can empower participants to fuel their companies' growth.
With more than 16 years in the industry, Coyle shifted from a role as an industry vendor to textile service operations. He began his career as a territory representative for international mat supplier Kleen-Tex Industries, La Grange, GA. In his 13-state territory in the West, he developed many training programs and contests to help grow his customer base.
At New System, Coyle has created multiple programs for revenue growth through routes, including targeting the re-signing of their customer base to over 90% of all accounts under agreement; nearly 97% of their total revenue. Also in his eight years with the company, he has developed promotions that have prompted additional sales of 50 mats per man over six-week promotions. For the last six years, Coyle has motivated all of his CSRs to average nearly $22 per week per man in new sales.
This class and four others at EMI take advantage of an academic setting to deploy techniques in role-playing and personal-behavior assessment to present lessons that captivate and compel, while drawing on the experience of the instructor team, which includes consultants who've worked with all kinds of industries. As a result, EMI students experience a windfall of ideas for improving their business relationships that they can't get from everyday work experiences, or other programs inthe textile services industry.
Textile Rental Services Association of America
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