DLI announced the first annual “Best Of…” Awards. They are the result of the 2013 mystery shopping program conducted by DLI partner MarketWise Consulting Group, Inc. DLIs Mary Scalco stated, “We see this new program as an important way for our members to measure their customer service against their DLI Peers across the country. Our congratulations to all of our members who are striving to achieve customer service excellence.”
Certificates were awarded to participating cleaners with the highest scores in the following categories:
• Plantenga’s Cleaners, West Michigan, Michigan – LeAnn Glasser
– Best Overall Customer Service
– Best Use of Conversation at the Counter
– Best Cross Selling
• Southside Cleaners, Lakeland, Florida – Greg Myers
– Best Use of Name at the Counter
• Champion Cleaners, Birmingham, Alabama – David Whitehurst
– Best Clothing Review
MarketWise Consulting owner and president Carolyn Nankervis explained, “Our firm has been providing mystery shopping to dry cleaners across the country for nearly 20 years. The DLI results are compiled from 540 mystery shops performed from July to December and represent weighted averages. ‘The Essential’ program has been designed specifically for DLI members and is a cost effective way to measure customer service representative’s skills at the store level and compare them on a national level. Our goal is for owners to use these evaluations to make an impact on their bottom line.”
To be eligible for the 2014 “Best of …” awards, DLI members must mystery shop each store location a minimum of six times in 2014. The mystery shopping program consists of an evaluation of the counter person at drop off, pick up, and an overall evaluation of the quality of the cleaning and customer service experience.
For more information or to begin a program visit tinyurl.com/mmkqwd5 or contact MarketWise Consulting directly at (920) 735-4970.