Inspector’s Eye for LCI
Leading Cleaners Internationale has re-certified seven of its affiliates into
its most selective designation, Five-Star Certified Couture Cleaner.
These companies are Davis Imperial Cleaners, Chicago; Hallak Cleaners, New York;
Creeds, Toronto; Oakwood Cleaners, Nashville; Meurice Garment Care, New York;
Bancrofts Fine Cleaning, Melbourne, Australia; and New City Cleaners,
Bakersfield, CA.
Two new LCI affiliates, Glyndon Lord Baltimore Cleaners, Baltimore, and Dublin
Cleaners, Columbus, OH, have earned the status of Four-Star Certified Cleaner.
All of the companies underwent a certification process with extensive criteria
and formalized procedures aimed at recognizing drycleaners who can continuously
operate at the “couture level.”
“While it would be great to have a certified affiliate in every city nationally
and internationally, just any cleaner won’t do,” said Barry Gershenson, LCI’s executive coordinator.
“We are also focusing our efforts on certification requirements that include
excellence in customer service and exclusive relationships with the finest
retailers and manufacturers. LCI is not looking to bring cleaners up to our
level of expertise, but continually seeking the finest operators, procedures,
materials, and extending the state-of-the-art in drycleaning to the couture
cleaning concept,” Gershenson added.
LCI’s criteria are designed to address shortcomings within the drycleaning industry
often noted by the consumers, including quality of product, quality of service,
quality of presentation, management and citizenship. Criteria include not only
the purity of the cleaning solutions, expertise in stain removal, and the
craftsmanship of the hand finishers but also how the final product is packaged
and the manner in which all customer issues are addressed.
The certification process includes documentation of systems and procedures; a
comprehensive quality audit; monthly secret shopper visits; quarterly cleaning
performance tests; and a thorough review of data to substantiate satisfaction
of the requirements.
During unannounced visits, secret shoppers grade affiliates on more than 50
specific tasks, from the drop-off and pick-up process to the look and feel of
the call office to the quality of the finished product.
“Our customer service staff is put under a microscope and scrutinized during
these shopper visits, so we are very proud their performance,” said John Hallak of Hallak Cleaners.
One-time passing is not enough; continual satisfaction in re-evaluations is
necessary to retain a company’s certification.
