LAUREL, Md. — Are members of your counter staff rude to your customers when you’re not around to monitor them? How do you know for sure? Do you really know what your business looks and sounds like to your customers and potential customers?
To eliminate this uncertainty and help cleaners find and fix weaknesses in their services, the Drycleaning & Laundry Institute (DLI) has expanded its Mystery Shopper program to include in-store visits. They will be handled by MarketWise Consulting Group, a professional mystery-shopping service provider.
“We have been helping dry cleaners achieve service standards since 1997,” says Carolyn Nankervis, MarketWise Consulting Group president and an American Drycleaner columnist. “The mystery shopping program evaluates and scores front-line and cleaning services offered by member companies. I am delighted to be associated with an organization that represents dry cleaners of all sizes.”
“Customer service is the No. 1 most important aspect of your business,” says DLI CEO Mary Scalco. “By partnering with an expert firm in that field, we are able to offer services above and beyond what our original Mystery Shopper program could ever do. By offering in-store visits, we’re able to give you a better picture of your business from the perspective of the people who pay you for your services.”
MarketWise Consulting Group was established in 1993 and provides market research and competitive analysis. Industry-wide Peer Group Data Comparisons are published twice yearly and are considered the benchmark for service standards.
MarketWise is a member of the Mystery Shopping Providers Association (MSPA) and follows a code of ethics set forth by the association to ensure professionalism when gathering information about businesses.
The service is available only to DLI members, who may call 800-638-2627 for more information.