WIN OR LOSE | By Josh Pilcher

Unlike most laundering companies, there are not very many layers with CITY. Your Route Service Representative is your first line of defense to get anything corrected. We give them 99% responsibility for their accounts because they are the ones servicing you every week. Since they are the face of the company, they have the power to do what it takes to provide the best service to their clients.

Other companies are different because when you get to a specific size, it all comes down to numbers. They are just too big. There are too many layers in the operation to get approval, and it seems impossible to get anything done. Overall, they operate entirely different than us. I think those national companies are just too big and have lost that intimate, genuine connection to care about the customer.

The business I work for prides itself on making customers happy. To CITY, it all comes down to the customer service. Family owned is a big deal. We are not a publicly traded company or a national company. It’s one of those traits that have been there from the start of this company back in 1906, and we never lost it. This company was founded on family-owned values, and we care about making the customer happy.

With our family roots, we rely on and value transparency. Customers always tell me, flat out, that they love the realness of CITY and that’s why clients chose to partner with us. We leave all our dirty laundry out to dry; we don’t try to hide it. We acknowledge that we’ll make mistakes and we fix them. There are no gray areas because we don’t want to hide anything. I don’t like surprises, and I know many people out there don’t either. So we are completely transparent, set expectations, and it’s those little details that customers appreciate.

At CITY, we can’t promise you perfect service because it’s impossible to be perfect every day, every time, but our responsiveness is second to none. People don’t want to be sugar-coated or be sold; people want the truth. When I sell, I want to put it all out there and put my best foot forward. I want to leave at the end of the day saying I did everything I could, win or lose.