2017 "Best of Winner"
April 3, 2018
MarketWise Consulting Group, Inc.
Announces Mystery Shopping
2017 Customer Service Award Winner
“Best of 2017” – Balfurd Cleaners, State College, PA
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!
MarketWise Consulting in Appleton, WI has been performing mystery shopping for drycleaners through US and Canada since 1997. They publish overall mystery shopping scores twice a year. For more information about how to participate in The Essential mystery shopping program, click on: