The shoeshine business loses stands after 60 years at MSP

Royal Zeno Shoe Shine lost its place in Minneapolis-St. Paul International Airport after 60 years in business.

MINNEAPOLIS — A longtime shoeshine company will be cleaning its last pairs in Minneapolis-St. Paul International Airport.

In a unanimous vote Monday afternoon, the Metropolitan Airports Commission (MAC) awarded a three-year contract exclusively to DG Express Professional Shoe Shine.

As a result, Royal Zeno Shoe Shine is out after 60 years.

“Very emotional… I’m hurt. I don’t even have the words right now because it’s hurt, it’s anger, it’s frustration. There’s a lot of emotion going on right now,” said Rosemary Zeno, owner of Royal Zeno Shoe Shine and Royal Zeno’s daughter.

Royal Zeno started its business at the airport in 1962. The deal made national headlines when MAC looked for a new supplier in 1998. Royal fought back and won. After his death in 2008, Rosemary carried on her father’s legacy.

But Monday’s meeting had a different outcome.

Currently, DG Express has two stands while Royal Zeno has three.

MSP Airport will be reduced from five shoe shine stands to three.

“We had an extremely high number of shoe shines for the level of service,” said Isabella Rhawie, associate director of concessions and business development at MAC.

The Request for Proposal Process (RFP) began earlier this year with a selection committee made up of MAC staff and a MAC officer.

The group evaluated the proposals using criteria that weighed customer experience and overall management and operational experience against other factors such as rent, and made a recommendation that a concession contract be awarded to one of the three proposing vendors.

“The revenue side wasn’t that important because not many people use this particular service. So they started looking into things like customer service. How are customers feeling? Are they presenting well? Do the customers feel good about it? And then the way the business is run. When all these things were put together and voted on by the committee, they settled on the other operator,” said Commissioner Richard Ginsberg.

Both DG Express and Royal Zeno are black owned companies. During the meeting, Gloria Weinblatt asked, “Why are you pitting minority companies against minority companies?”

More data behind the decision will be released once the deal is finalized.

“Change isn’t easy and obviously a lot of people were excited about it, but I think the people did the right thing. I think they did their duty of care. I think we were trying to figure out some of the reasons why the recommendation was made the way it was,” Ginsberg said.

After the vote, Rosemary told KARE 11, “I got stabbed in my back. Yes I have. I am angry.”

The change will affect 11 Royal Zeno Shoe Shine employees.

After 24 years with the company, Sherman Gray has to find a new job.

“I’m very disappointed right now. I still have to pay my bills. I have no job. Twenty-four years…I don’t have a job. I’m sad,” Gray said.

According to Rosemary, her last day at MSP Airport will be on September 30th. They will continue to operate at Union Depot in St. Paul.

“I’m going to keep my head up and keep going,” Rosemary said. “The legacy of Royal Zeno Shoe Shine will live on. We will continue.”

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