FE ATURE Balfurd Cleaners, State College, PA “Best of 2017” City Cleaners, Akron, OH YES! Award FOR THE SECOND YEAR IN A ROW, CITY CLEANERS OF AKRON, OH IS THE 2017 WINNER OF THE YES! (YEAR OF EXCEPTIONAL SERVICE) AWARD, SCORING HIGHEST NATIONALLY ON OVERALL CUSTOMER SERVICE AND CLEANING. As a fourth generation owner, Jeff Sitz is very clear about the service goals of the company and how to create great customer service. The first priority is treating their employees like gold. Jeff and Route and Retail Manager Laura Loebick say their employees will reflect the same attitude back to their customers by being positive and outgoing. Their enthusiasm shows! FIRST TIME WINNER BALFURD CLEANERS, STATE COLLEGE, PA IS PRESENTED WITH THE “BEST OF 2017” IN THE ESSENTIAL CATEGORY. The award represents overall excellence in counter and customer service. Scoring includes: use of name, asking about spots and stains, customer engagement, and suggestive selling. When asked how the relatively new staff at the Balfurd North location was part of providing and winning “The Best” customer service in 2017, Monika Manter, Vice President of Dry Cleaning and CRDN divisions answered, “We staff our satellite location with our two most senior employees. We train and staff our plant store with the newbies. That way, when a new employee has a question about cleaning or service, there is always a general manager available to coach them. Using The Essential mystery shop criteria, each new CSR knows from day one what is expected from them at the counter.” In 2017 it was a winning strategy! THIRD QUARTER 2018 9 “A Culture of Service” Pictured is the entire City Cleaners team as they celebrate their big win. BALFURD NORTH (THE NEWBIES) L to R: Anna Ruzek (Rebecca Loesch, Genevieve Logerie and Jonah Kendle. BALFURD BEAVER (THE SENIOR MEMBERS) L to R: Jessica Coleman and Julia Shive. Announces Mystery Shopping 2017 Customer Service Award Winners