As National Providers Expand, What Happens to the Customer Experience?
When companies in our industry get larger, customers naturally start asking tough questions.
- Will service still feel personal?
- Will communication get harder?
- Will it be tougher to understand billing, agreements, or account changes?
- Will it take longer to get answers when something needs attention?
At CLS, we believe those are fair questions.
We also believe your uniform, linen, mat, and facility services program should be easy to understand, easy to manage, and backed by people who know your account. That is why we focus on clear communication, straightforward agreements, direct access to account information, and responsive service from experienced people who stand behind their work. Our 98% customer retention rate speaks to the value we put on long-term relationships built on dependable service.
| What Matters | CLS | National Chains |
|---|---|---|
| Local, Live Customer Support | ||
| Transparent Billing | ||
| Fast, Flexible Response | ||
| Vague, Complex Contract Verbiage | ||
| UHF-RFID Garment Tracking | ||
| Independently Owned and Operated |
What matters when accountability matters
You Should Be Able to Understand Your Billing
We believe service should come with clarity, not confusion. That is why we focus on straightforward account communication, with rental items provided on a single invoice at expected intervals and account visibility through CLS Direct Access.
You Should Not Have to Fight to Get Answers
When you have a question about your account, you deserve timely, helpful communication. Our goal is to make it easier to get the information you need, the way you want it, and feel confident in the service you receive
You Should Know Who is Handling Your Account
Relationships matter. Our Route Sales Professionals average more than 11 years with CLS, and our management team stays involved and accessible.
You Should Feel Confident in Your Agreement
We believe agreements should be clear, short, and fair. That is part of how we build trust from the start.
You Should Have Visibility Into Your Program
With CLS Direct Access, customers can check on their items 24/7. That kind of visibility helps you stay informed and in control.
You Should Feel Like Your Business Matters
At CLS, we know service is not just about products picked up and delivered. It is about trust, follow-through, and having a partner who takes your business seriously.
Why businesses are taking a closer look at service
In times of change, businesses tend to look more closely at the things that affect day-to-day operations.
- They want to know their provider will communicate clearly.
- They want confidence that service will stay consistent.
- They want to understand their costs.
- And they want to know who to call when something needs attention.
Why businesses choose CLS
Businesses choose CLS because they want more than coverage. They want a service partner that is clear, dependable, and accountable. At CLS, that means:
- straightforward agreements
- transparent billing
- direct access to account information
- experienced service professionals
- a management team that stays engaged
We believe service should be easier to manage, not harder. And we work every day to deliver the kind of experience customers can count on. CLS service is built around long-term relationships, integrity, caring, and commitment, and it shows up in the ways we support our customers, the experience of our team, and the systems we use to keep you informed. Our Route Sales Professionals average 11+ years of tenure. Our customers have 24/7 visibility through CLS Direct Access. Our agreements are clear and backed by the Owner Guarantee. And our 98% customer retention rate speaks to our dependable service.
Our Roots in Michigan
We have been serving Michigan businesses for a long time, and that history still shapes how we do business today.
CLS was founded in Kalamazoo in 1899, originally known as Kalamazoo Laundry Company. Over time, we became Continental Linen Service, and we expanded our presence across Michigan, including Cadillac, Livonia, Grand Rapids, Saginaw, and Alpena.
That history matters because it speaks to the kind of company we are. We are not trying to feel local. We are local. Our roots are here, our team is here, and our service model is built around supporting businesses across Michigan with accountability, consistency, and long-term relationships.
As we have grown, we have stayed connected to the markets we serve. Our branches support local route sales and sales teams, while our Kalamazoo operation continues to play a central role in serving customers across the state.
Why Businesses Stay With Us Long Term
When businesses review their service provider, they are usually looking for the same things: clarity, consistency, and confidence that the people behind the service will follow through.
That is what we work to provide.
We believe you should be able to understand your agreement, make sense of your billing, and stay connected to what is happening with your account. That is why we focus on clear, easy-to-understand agreements backed by our Owner Guarantee, along with account transparency and 24/7 visibility through CLS Direct Access.
We also believe relationships still matter. Our Route Sales Professionals average 11+ years of tenure, and our management team stays available to answer questions and support our customers.
Over time, those things add up. CLS has a 98% customer retention rate. We give you what you want in a long-term partner: dependable service, responsive communication, and accountability you can count on.
Ready To Take a Look At Your Service Together?
If you are taking a closer look at your current provider, now is a good time to ask a few simple questions.
- Is your agreement easy to understand?
- Do you have clear visibility into your account?
- Do you feel confident in the service and support you are receiving?
At CLS, we believe those things should be easier, not harder. We would be glad to talk through your current program, your service needs, and what you want from a better long-term partner.