the second consecutive year, Champion Cleaners of Birmingham, AL, owner David
Whitehurst earned the “Best Overall Service” Award. His three locations
received the highest overall mystery shopping scores again in 2015.
said, “We take this program very seriously. 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 pick up, plus an evaluation of the items
Scalco, DLI CEO said, “Nationally, the number of ‘Essential’
mystery shops performed in 2015 increased by more than 35% from the previous
year. I am encouraged 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 drycleaners everywhere.” Scalco continues, “The
competition for this award is intense. I am very pleased to congratulate all
three of this year’s winners.”
Place Overall Scores
Cleaners, Menasha, WI - Gary Gunderson
Place Overall Scores
Cleaners, South Bend, IN – David Ziker
mystery shopping program is administered by DLI partner, MarketWise Consulting
Group of Appleton, WI. Late in 2015 MarketWise began offering recorded mystery
shopping telephone calls for DLI members. President Carolyn Nankervis said,
“The participants have told us the “411” program has been very eye-opening in
evaluating CSR knowledge. Beginning this year, we will also offer a Best
Overall Service on the Phone award to the cleaners who scores the highest
be eligible for the Best of… Awards for 2016, cleaners must have each store
location mystery shopped at least six times during the year. Dry cleaners are
encouraged to enroll now. The “Essential” program and the “411” Telephone
mystery shopping programs have been designed and specially priced for DLI
members. For more information or to begin a program visit: http://tinyurl.com/mmkqwd5
or call DLI at 800-638-2627.
Rocky Ridge Plant (l-r): Tim Sparks; Vickie Hanner; Cindy Palmer; Morgan Simpson; Ric Pevey, Plant Manager; Nadya Mohamed, Customer Service Manager.
Calera plant (l-r): Tammy Ingram; Connie Cummings Customer Service Manager; Terry Hall Plant Manager.
Greystone location (l-r): Sheila Mims, Customer Service Manager; Craig Ledwon, Plant Manager; Kyle Gainer; Caleia Hamilton.