We Are Local. We Answer the Phone. We Show Up: Chriss Carsello on Building Trust Through Service

There are a lot of things CITY Laundering can control—but one thing we never leave to chance is communication.

For Chriss Carsello, CITY’s Senior Customer Care Manager, communication isn’t just part of the job—it is the job.

“We pride ourselves not only on service but on the communication,” Chriss shared. “It’s transparency. It’s understanding. It’s knowing that if there’s an issue—and there will be, because we’re human—there’s a process in place to fix it.”

Chriss has spent years helping CITY earn the trust of businesses who were let down by national providers—customers tired of being routed through corporate hotlines or treated like a number. One of those customers? The City of Walford, Iowa.

“They weren’t getting any real communication from their previous provider,” Chriss explained. “They called, got the runaround, and couldn’t talk to anyone local. That was a deal-breaker.”

That’s where CITY stepped in—not with flashy promises, but with follow-through. The team reconnected with Walford’s leadership, including Bill, who had previously used CITY at another company and never had a single complaint.

“If the service remains the same as it’s been for the last however many years I’ve worked with you—that’s why I called,” Bill said. “You’re local. You answer the phone. You show up. That’s what we need.”

And that’s what Chriss and the CITY team deliver.

“This industry isn’t rocket science,” Chriss said. “We pick up dirty, we deliver clean. What makes or breaks it is what happens in the middle, and for us, that’s communication. Clear, open, and honest.”

At CITY, trust isn’t earned through perfection—it’s earned through responsiveness. The promise is simple: Do what you say you’re going to do. And then actually do it.

“We’re not trying to be the biggest,” Chriss said. “We’re trying to be the best for the people who choose to work with us. Whether you’re a big account or a small one, the expectation should be the same: consistent, transparent, reliable service.”

Tired of waiting on hold or being passed around?

See how CITY puts communication first and service at the center.