Have you ever thought about how to get good laundry services? It’s possible you have.
I remember an incident with a customer in Benin, Edo State. Days after a marketing campaign, I got a call to come and pick up some clothes from a fashion designer. The location was around my second collection centre in Uselu.
On getting there, the designer’s assistants brought a big sack of clothes. Assisted by an associate, I counted those clothes. This took about 20 minutes, which is a lot of cost in time—and gave her the estimate.
Although I dressed ostentatiously, the lady told me the estimate was outrageous. She said, “You use a tiny bar of soap to wash a ton of clothes. How can you now give me such an exorbitant bill?”
I observed that her disagreement wasn’t on the bill. Rather, it was whether she would get good laundry services.
What Customers Consider Good Laundry Services
That lady’s comments represent one of the dominant questions customers often asked me.
It has become commonplace for customers to think garment cleaners make “wealth” without creating value. And this is a major cause of resistance to buying laundry services.
The experiences of artisan and small cleaners are worse. This is because of their lack of business infrastructure, branding, and so forth.
Going by laundry transactions, what customers think they’re buying; what they consider “value” is important. And judged by customers’ satisfaction surveys, the value represents:
Responsive customer service
I establish it that cleaners perform laundry tasks for money. But customers pay for satisfaction. Because no cleaner can make or supply satisfaction; they can only sell or deliver the services for attaining it.
However, to get good laundry services, customers should ask: “How often do our garment cleaners develop innovations. Innovations within and outside their businesses that help us get stress-free grooming?”
Conversely, to describe the need isn’t to satisfy it. But describing the need gives specifications for receiving them.
Customers can then decide whether garment cleaners have cultures with capacities for delivering them.
Garment cleaners shouldn’t only solve customers’ current problems but always try to expect extra ones. This is the only way they can introduce innovations that add value to customers.
Lastly, customers should persistently ask questions that facilitate good laundry services, and more satisfaction from their cleaners.
‘Rotimi MUDE is the founder/promoter of MALaundry (a website for booking laundry home services in Lagos). Having launched the business in Lagos and Edo States respectively, he has a uniquely strategic perspective of the industry. And with nine years of experience, he shares his thoughts and insights in a collection of articles on the laundry and residential cleaning. Rotimi has a Bachelor of Science (B.Sc.) in International Relations from the Obafemi Awolowo University (OAU), Ile-Ife, Osun State. He is also an alumnus of the FATE Foundation, Lagos. His mission is to democratize domestic-support services in Nigeria.