BIRMINGHAM, Ala. — For the second consecutive year, Champion Cleaners has earned its owner David Whitehurst the Best Overall Service award from the Drycleaning & Laundry Institute (DLI). His three locations received the highest overall mystery-shopping scores again in 2015.
“We take this program very seriously,” says Whitehurst. “Everyone in our organization has a laser focus on service at the counter. And it shows!”
All participants in the DLI “Essential” mystery-shopping program are scored on their customer service at the counter during drop-off and pickup, plus an evaluation of the items cleaned, DLI reports.
Mary Scalco, DLI CEO, says: “Nationally, the number of ‘Essential’ mystery shops performed in 2015 increased by more than 35% from the previous year.”
“I am encouraged,” she continues, “that our members are taking advantage of this exclusive offer. The emphasis of customer service at the counter is a key ingredient in the overall success of dry cleaners everywhere.”
Besides Champion Cleaners taking home first place, Gunderson Cleaners, Menasha, Wis., placed second and Ziker Cleaners, South Bend, Ind., was third.
“The competition for this award is intense,” says Scalco. “I am very pleased to congratulate all three of this year’s winners.”
DLI partner Marketwise Consulting Group, Appleton, Wis., administers the mystery-shopping program.
The “Essential” and the “411” Telephone mystery-shopping programs have been designed and specially priced for DLI members, notes DLI.
To be eligible for the “Best of Awards” for 2016, cleaners must have each store location mystery-shopped at least six times during the year.