The idea of pursuing a mass-market chain restaurant—even a potentially large account—or a similar business that doesn’t value the attention to quality and service that Morgan Services’ Chicago plant provides, is unlikely to appeal to their management team.

Customer-Centric Culture

The reason—we learned during a recent visit to their plant on the city’s south side—is that Morgan Services operates with a philosophy that differentiates it from many linen, uniform and facility services companies in the U.S. Staff here, referred to as “members,” prefer to pursue “target customers” that have higher service expectations than mid-level quality. They understand that it ...