Going the Extra Mile (When You Don’t Have To)

A regular contract in the laundry industry is 3-5 years, but according to President Roger Wetlaufer, we are looking for more. “We are not looking for a short term deal, we are more interested in creating a long term trusting partnership,” Roger Wetlaufer said.

Being the experts in this industry, Wetlaufer said it is our job to make sure our customers are getting what they need and a program that works best for them.

According to Vice President and General Manager Colin Wetlaufer, we offer the same products as our competitors, but it is the little things that separate us. “One of the great things about working at CITY from a production standpoint, is that what you do today is affecting someone the next day or at the very least, the next week,” Colin Wetlaufer said.

“What we can do can change the whole mood of someone’s day and for our Route Service Representatives, they are not just delivery people,” Colin Wetlaufer said. “They evaluate needs, they anticipate needs and that makes them become part of that business.”

Customers have acknowledge CITY’s service and the personnel as one of the reasons they think CITY is great.

“There are a lot of customer needs that we can take care of even before the customer realizes a problem,” Colin Wetlaufer said. “That is what makes us a lot more than a contracted service.”

Des Moines Regional Manager Mark Ballo said trust is something that you don’t just get, but rather something you earn.

“It is all about the little things we do. It’s like when Rick [Buhr] goes to Protivin on his time off to see his customer or attending a customer’s wedding reception,” Ballo said. “It is about going the extra mile when you don’t have to and doing the things that would be easier not to do and just do it.”