Strong customer service critical to Center City Print’s growth – Scranton Times-Tribune

As Center City Print continues to expand operations, co-owners Alex Molfetas and Kurt Effertz credit the community for the businesses ongoing success.

They launched the printing business on Penn Avenue in Scranton in 2012 and have since opened three additional locations throughout Lackawanna and Luzerne counties.

On the advice of a former employee – Dave Graff – they first branched out into Luzerne County, opening a location on Wyoming Avenue in Kingston in April 2018. Then, they opened a store on Susquehanna Boulevard in Hazle Twp. in Nov. 2023 before establishing a spot on South Main Street in Old Forge this June.

Increased convenience was a big reason for opening the new locations.

“Some of our Scranton customers or Kingston customers live in Old Forge and can just stop over there,” Molfetas said.

Molfetas noted it took drive and determination to move the business forward.

“I think anytime you put time and effort into something, if it’s the right idea, it will bear fruit,” he said. “None of it was easy – it’s hard work. Sometimes I’m at work at 4:30 or 5:30 a.m. and stay until 6:30 or 7:30 p.m. It’s a lot of moving parts.”

Now, Center City Print will be honored as the Emerging Business of the Year during the Greater Wyoming Valley Chamber of Commerce’s annual dinner Nov. 14.

Both Molfetas and Effertz agree their loyal customer base and dedicated employees make it all possible.

“We wouldn’t be here without our great customers and the relationships we’ve built,” Molfetas said. “When you’re good to people, people are good to you. Sometimes a free photo copy goes a long way. God is good and the community is great. I’m glad to have started our base in Scranton, and I hope we make it further into the state.”

Effertz noted it took some time to get the business off the ground.

“It wasn’t really a print shop – it was more just a place where if people had a problem, we would find solutions for them,” he said. “It became known that if you own a business and were having problems, you come to Alex. It’s almost like a business therapy session. Those partnerships grew and other people started saying you should try these guys out. … they’re a little bit different than what you’re used to. I was more about building a website and building a brand where Alex built a company. From the beginning, we were working with the city and a bunch of downtown businesses that were willing to give us a shot. It took a little while, but people noticed we weren’t giving up. We were giving it our best and we kept trying new things.”

Molfetas, 39, of Scranton, who grew up in Brooklyn, New York, the son of Greek immigrants, strives to serve the community in multiple ways.

“When we first started, we wanted to create an affordable, local alternative to online printing,” he said. “Everybody was hot on VistaPrint and all I kept hearing from people were complaints and I kept thinking we can do better. Our goal was to fill that void. I believe we made an impact in the local community in Scranton and Lackawanna County.”

Molfetas believes the personal connection formed with customers separates Center City from online retailers and big box stores.

“Our goal is convenience,” he said. “We’ve always been convenient and we want to continue to be convenient. If you go to big box, or online, they get you with shipping and hidden fees. We don’t have hidden fees and if we mess something up, we reprint it and replace it. And, sometimes, if a customer messes something up we take care of it because everybody makes mistakes.”

Expanded offerings have led to more business, both online and in the stores, Molfetas said.

“We’ve maintained the core goods (business cards, booklets, brochures) and now we have decals, boards, signage, cutout heads, standup cutouts, yard signs, reflective signs and parking signs,” he said.

But, first and foremost, providing the best experience for each client remains paramount.

“I pride myself on customer service,” Molfetas said. “We go above and beyond. There are times when I’ll get a phone call at 9 or 10 p.m. and if I have to run down and meet somebody, I will. I don’t like to say no.”

Specifically, Molfetas recalls coming to the rescue for a bride-to-be.

“(She) ordered programs from an online company and they messed them up and the wedding was that day,” he said. “I printed them early in the morning and delivered them right to the church because that’s important. I enjoy operating businesses – that’s my true passion.”

After acquiring Steamtown Blueprint, 308 Penn Ave. in Jan. 2022, Molfetas and Effertz plan to merge its operations with Center City Print at 119 Penn Ave. in the next couple weeks with expanded hours from 7 a.m. to 6 p.m.

They also eye potential new locations down the road.

“We might look at some other markets and see how far we can stretch – maybe toward Stroudsburg, Milford or Danville,” Molfetas said.

Supporting charitable organizations also remains a pillar of Center City’s beliefs as they established the Paperback Foundation to support environmental efforts in the region.

“We planted some trees and did some cleanup along the trails,” Molfetas said. “We use a lot of paper, so it’s our way of giving back.”

Molfetas and Effertz also donated funds to help eliminate food insecurity locally.

“We send some money to Child Hunger Outreach Partners (CHOP) and help with their cause because sadly there is a big food insecurity issue here,” Molfetas said.

Prior to starting Center City Print, Molfetas worked in banking, both locally and in New York City, and Effertz worked several odd jobs – including washing dishes.

A meeting between the two at Downtown Deli sparked the beginning of a strong business partnership.

“Along the way, I met Kurt and it’s been great,” Molfetas said. “He’s a brother. I don’t know if I would be this far along without him.”

Effertz, 38, of Clarks Summit, admitted things haven’t always run smoothly, but the customers kept the business going.

“We opened the doors and the copiers didn’t work,” he said. “I really feel like it was an interesting path. I don’t think anybody really thought it would ever become what it is now. It’s predominantly because the community came together and helped out us.”

While Center City Print evolved to accommodate larger projects, the core of the business was built on small orders.

“We concentrated on all the small stuff that nobody really wanted,” Effertz said. “We get large orders, but it’s mostly people who just need small items. We never turn away something and say it’s too small.”

They also aren’t afraid to provide some free services to give someone a needed boost.

“We don’t charge for resume printing,” Effertz said. “We just say, when you get a job, if you need something printed come back. And, even if they don’t come back, at least we helped somebody out. Without the community, we wouldn’t exist today. That’s why we give back.”

Lindsay Griffin-Boylan, president of the Greater Wyoming Valley Chamber of Commerce, feels Center City Print embodies the traits necessary to be named the organization’s top emerging business.

“For us, it was very cool to see them continue to expand into all parts of the Wyoming Valley,” she said. “A lot of different events you attend, they’re usually a big piece of them and they’re always helpful. Their team has always been amazing to work with and they make sure they stay connected within their community.”

Leslie Collins, executive director of Scranton Tomorrow, a nonprofit community and economic development organization, cherishes the relationship with Center City Print.

“They’re some of the most giving and creative small business owners we work with,” she said. “They’re very dedicated to not only their customer base, but they’re extremely dedicated to the entire community. They’re a business that gives back. We always have something last minute for them to do and whenever we call them, they go above and beyond to make sure they can always meet our deadline, even if it’s extremely tight. They really never say no and that’s really unique for a business.”

Collins also praised Effertz and Molfetas for their generosity to many groups in the area.

“Every time you spend money in their location, you know they’re doing something really good for the community on the flip side,” she said.

As Molfetas reflected on the decade-plus run operating Center City Print, he expressed pride in the ability to offer a helping hand.

“Through creating a job for myself, I created a job for others and I think that’s the true American dream,” he said. “My parents came from overseas and (Kurt’s) dad came from overseas. Any opportunity we can create for those around us, we love to do it. We’re here to build people up.”