A Laundromat that Blends In, Misses Out

I spent some time in Texas in April, and it wasn’t for the 2025 Laundry CEO Forum (by the way, have you gotten your tickets yet 😉). I was there to lead a session on “Differentiation in a Competitive Laundry Market” at a laundry business workshop hosted by Eastern Funding.

Our industry probably has more people interested now than ever before, and being “better” just isn’t enough to stand out in a crowded marketplace anymore. The important question isn’t “what services do you provide” but “how do you deliver services in a way that creates loyalty and preference?”.

As Aristotle said, “We are what we repeatedly do. Excellence, then, is not an act but a habit.” To put it in laundry business terms, your laundromat is not going to be successful based on what you do well sometimes; it’s based on what you do well all the time.

Thinking about the thinking of laundry:
When you figure out there is nothing proprietary about the self-service laundry business.
You realize your competition is your clients' behavior, not other laundromats.

Differentiating yourself in one or multiple of these five areas can set your business up for long-term success:

Client Experience

This is the most immediate opportunity for differentiation. Investing in the client experience helps build brand identity and client loyalty.

• Improve the environment with pleasant aromas, improved lighting, comfortable seating, and charging stations.
• Provide entertainment like books, Wi-Fi, arcade games, children’s play areas, snacks. TVs, music, tablets, and lounge area to enhance the wait time.
• Train staff to demonstrate knowledge and care about the client experience

Technology

As younger generations become clients, they expect convenience that can only come from technology.

• Offer multiple payment options such as mobile apps, cards, QR codes, and traditional methods. Multiple payment options remove friction from the client experience.
• Develop useful content, like a stain removal guide, how-to guides on using your products and services to share online and in-store.
• Add smart store features like automated notifications, remote machine monitoring, and smart facilities management to create a seamless experience that feels modern and efficient.

Sustainability

Sustainable practices not only attract more clients but also shows your commitment to improving the environment.

• Adopt eco-friendly practices like energy-efficient machines or biodegradable products to appeal to environmentally conscious clients.
• Use renewable energy to reduce operating costs while showing environmental commitment.
• Start a recycling program and offer collection points for detergent containers and unwanted garments, etc. Programs like this create goodwill in the community and bring in additional foot traffic.

Expanded Services

Each additional service creates a new revenue stream while making your laundromat more valuable to new and existing clients.

• Allow clients to customize their orders by offering different service tiers and modifiers.
• Offer additional services like alterations, repairs, dry cleaning, shoe shine, and specialized garment care to address the client’s full closet.
• Add convenience to the client experience with digital lockers for 24/7 or after-hours pickup, delivery options, and extended hours.

Community Building

Community initiatives turn the transactional relationship into an emotional connection that competitors can’t easily replicate.

• Host educational workshops on topics like garment care, stain removal, or clothing repair to establish your business as an authority while building connections. Partner with Laundry Cares for events and opportunities.
• Partner with local businesses for cross-promotion, which strengthens neighborhood ties and brings in new clients for everyone involved.
• Start a loyalty program that encourages repeat visits and shows clients you value them.

Ron Shaich (former CEO of Panera Bread) shared that “Our approach has always been to discover today what will matter tomorrow and then transform our company into a future that is unfolding before us.”

The laundry business is growing and evolving. If you fail to differentiate, you’ll be forced to compete solely on price in an increasingly commoditized market. The stores that achieve sustainable success will be those that anticipate client needs and do the work to differentiate themselves.

That's all I got for you today.

Waleed

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Echoing the thoughts of Ken Blanchard.

Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.