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  • About 2 weeks ago Lapels lost the bag they supply for the customers, not a big deal, it only had a couple of stamps and a $5 coupon. I think was Jeff who was on duty as the mgr. Man He simply made it right, in fact he went above and beyond. The back story. About a year ago I decided to start using another service. Although the issue I had back then was resolved. It was simply trust, I felt that I was "seen" as a second class person, perhaps who doesn't fit the demographic profile of Gilbert, so I felt that my patronage was not treated the same as others. As frequent traveler, i.e. on average every week. I need a reliable service, who values me as a customer!!!! So I put that predisposed idea aside, and decided to tray Lapels again!!! So I dropped off my shirts an pants, politely told the attendant, I'll need same day service. Well guess what..... My paints were done, but my shirts were not .. so where are my shirts!!!!! Well, here is how Jeff solved the problem... I'm sitting with my wife at home, still thinking that I need to go and prepare shirts for Monday a.am. and the door bell rang!! Standing at the door was Jeff the owner, with my shirts in his hand !!!! Wait, I know that he does not have his crew work on Sunday's, something I respect deeply So I can only conclude it that he himself must have taken time to go to the store on a Sunday and finished my shirts !!! and then personally deliver them to my home !!! This is what we call in my industry "Best-In-Class" service. And while I don't know how the process failed me, I can say that management went above and beyond my expectations. and did what I do not believe I have seen in a majority of service oriented businesses. I will extol this action to anyone who is looking for a Dry cleaning service that cares about it's customers needs. p.s. if you read the prior post :-) you certainly would understand the significance !
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