American Coin-Op - August 2013

AS TEACHER

CLEAN SHOW REPORT PART II

The 2013 Clean Show officially drew 10,300 people from the United States and 83 foreign countries to New Orleans. The second part of our two-part Clean Show Report takes an early peek at some of the products on exhibit at the Morial Convention Center and offers a glimpse at the valuable information shared during more than 40 hours of educational sessions.

editorial

Charles Thompson, Publisher

E-mail: cthompson@ americantrademagazines.com Phone: 312-361-1680

Bruce Beggs, Editorial Director E-mail: bbeggs@ americantrademagazines.com Phone: 312-361-1683

AttendAnt, AttendAnce

basic training

If you own an attended or partially attended store, then you know the importance of employee training. It may not be your favorite thing to do, but if you want someone on hand who’ll run things the way you want them run when you’re not around, then you’ll put in the necessary time and effort.

But just how should you go about it? If you’re not entirely certain, then check out this month’s Attendant Training story. Some manufacturer and distributor reps offered their input. Coin laundry owners should seek out people who have great customer service skills, clearly communicate their expectations, provide the proper training, and encourage attendants who are doing well. Do you agree?

tonight’s attendance is...

The numbers from New Orleans are in and I’m not surprised they are down a little from the Las Vegas show of two years ago. I was pleased when exhibitors told me the crowd included many decision-makers (were you one of them?) focused on acquiring tools to bolster their business.

Attendance is the simplest indicator of a show’s “success” (from the exhibitor’s perspective, more people equals more chances to make a sale), but I believe the true value of the Clean Show may not be known for months or even years.

Clean isn’t so much about making the sale on the spot. No, it’s more about making an impression, getting a foot in the door. And there was plenty of that this year. With so many companies on site and just three days to see everything, we did our best to give you a taste of what was on exhibit. But keep watching American CoinOp and AmericanCoinOp.com for more new product and service announcements.

Bruce Beggs Editorial Director

Roger Napiwocki, Production Manager

Jean Teller, Contributing Editor

Carlo Calma, Editorial Assistant

Nathan Frerichs, Digital Media Director

E-mail: nfrerichs@ americantrademagazines.com Phone: 312-361-1681

advertising

Donald Feinstein, Natl. Sales Director

E-mail: dfeinstein@ americantrademagazines.com Phone: 312-361-1682

office information

Main: 312-361-1700 Fax: 312-361-1685

sUbscriptions 630-739-0600 www.AmericanCoinOp.com

American Coin-Op (ISSN 0092-2811) is published monthly. Subscription prices, payment in advance: U.S. and Possessions, 1 year $39.00; 2 years $73.00. Foreign, 1 year $89.00; 2 years $166.00. Single copies $7.00 for U.S. and Possessions, $14.00 for all other countries. Published by American Trade Magazines LLC, 566 West Lake Street, Suite 420, Chicago, IL 60661. Periodicals postage paid at Chicago, IL and at additional mailing offices.

POSTMASTER, Send changes of address and form 3579 to American Coin-Op, Subscription Dept., 440 Quadrangle Drive, Suite E, Bolingbrook, IL 60440. Volume 54, number 8. Editorial, executive and advertising offices are at 566 West Lake Street, Suite 420, Chicago, IL 60661. Charles Thompson, President and Publisher. American Coin-Op is distributed selectively to owners, operators and managers of chain and individually owned coin-operated laundry establishments in the United States. No material appearing in American Coin-Op may be reprinted without written permission. The publisher reserves the right to reject any advertising for any reason.

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Bruce Beggs

MAJORITY OF CLEAN ’13 ATTENDEES ‘FULLY SATISFIED’ WITH SHOW

The majority of coin laundry owners who attended Clean ’13 report having had a successful time at the event, with 63.2% of attendees feeling “fully satisfied” with their overall experience, according to results from this month’s unscientific Wire survey.

Roughly 37% felt “somewhat satisfied;” no one who took the survey reported feeling “neither satisfied nor dissatisfied,” “somewhat dissatisfied” or “fully dissatisfied.”

Approximately 49% of survey respondents attended this year’s show in New Orleans. Among the respondents who did not attend, most (60%) cited budgetary constraints as the leading factor. Other reasons included not being able to work the show into their schedule, and being satisfied with their past show experience. “[I have a] non-attended Laundromat and don’t have backup to watch [the store],” writes one respondent.

New this year was an experimental three-day schedule. The show started strong, with 94.7% of survey respondents attending June 20. Everyone who responded to the Wire survey attended on June 21. Just 57.9% attended on June 22, the last day of the show.

Some respondents welcomed the schedule, while one respondent felt that it could have been shortened a bit more. “Three days was too much, from my perspective. The show could have ended anywhere from noon to 3 p.m. It should not run until 5 p.m. on the last day.”

A little more than half of those that attended checked out at least one educational session, with 26.3% of respondents saying they attended four or more. Equal shares of 10.5% attended three sessions and one session, while 5.3% attended two. Roughly 47% of attendees surveyed did not attend an educational session.

“Some of the educational sessions did not have enough room for everyone,” writes one attendee. “The session on social media was packed. I would have thought everyone would know [it] would be really big.”

While some attendees sought to visit specific company booths, it was equipment such as top loaders, payment systems and flatwork ironers that garnered the most attention, according to the survey. Nine out of 10 respondents said they would be “more likely to do business with a certain manufacturer, distributor or supplier because of information received at Clean ’13.”

While the Wire survey presents a snapshot of the audience’s viewpoints, it should not be considered scientific. Subscribers to Wire e-mails—distributed twice weekly—are invited to participate anonymously in an industry survey each month.

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ttendant Training

Owners of attended or partially attended coin laundries understand the importance of hiring and retaining good employees. Attendants are an extension of the store’s owner and squarely on the front lines in terms of customer service.

While all coin laundries have their similarities, every store owner likes to run their operation in their own way. That’s what makes attendant training so vital in ensuring an owner’s store is run properly when they’re away.

American Coin-Op reached out to some manufacturer and distributor reps this month about attendant training. Following are their tips for molding and managing employees so they keep your customers—and you—happy.

Q: Each coin laundry is different, of course, but describe some basic characteristics that a store owner should seek when hiring attendants (attentive, on time, etc.).

Chris Brick, national sales manager, Maytag Commercial Laundry: There are a handful of characteristics a store attendant must possess—timeliness, attentiveness, a clean appearance, people skills, etc. When talking with store owners, I’ve heard several discuss how they procured their employees, including approaching employees at similar jobs (i.e. convenience stores, gas stations, etc.) where they’ve had a good experience and asking if they’d like to work at their coin store. The best indication of an employee’s work ethic is interaction in an actual work setting.

Gary Dixon, national sales manager, Huebsch: When hiring attendants in a Laundromat, an owner should look for those who possess a natural sense of customer service, a positive attitude, a willingness to help others and are invested in their job. As each employee is a reflection of the store, attendants should be friendly and welcoming to every customer who walks through the door. A good attendant is also accountable and attentive to their work in properly maintaining the store.

Ken Hebert, owner, Deep South Laundry Systems, Milnor distributor: We seek friendly, professional attendants with neat appearances who are articulate, punctual, self-sufficient and trustworthy.

Bryan Maxwell, regional sales manager, Western State Design, Dexter distributor: The best attendants have great customer service skills and pleasantly engage the customers. Attendants set the tone for the store. Many times, attendants can be too harsh and confrontational and act more like a security guard. Great attendants connect with the customers personally. Great attendants care about the appearance of the store and care about the customer’s experience in the laundry.

Q: What tasks should the average laundry attendant be expected to accomplish on a regular basis?

Dixon: Attendants are present to care for the Laundromat and enhance the customer experience by making the store

Photo: © iStockphoto/ Lise Gagne

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a clean and pleasant environment. A few tasks they should be able to accomplish include mopping floors, wiping down the inside and outside of the machines, cleaning and organizing laundry carts and, in some cases, executing special services such as ironing and folding. They should also be responsible for helping customers in any way possible.

Hebert: Daily duties include general cleaning of facility and customer service.

Maxwell: The most important task of an attendant is connecting with the customer, followed by keeping the store spotless. As an example of this philosophy, if the attendant is mopping the floor and a customer walks over the newly mopped area, how does the attendant react: are they really ticked or do they offer a smile? Attendants who react with a smile are the ones you want to keep. Attendants should be regularly cleaning machines, wiping off the soap from the top of washers, and picking up around the store.

Brick: Ongoing tasks include wiping down equipment at least once an hour, keeping the floor clean, managing the wash/ dry/fold schedule—if service is offered— and greeting and assisting customers.

Q: How may a store owner go about training an attendant? Is there a generally accepted procedure for this?

Hebert: We have the new attendant mentored through a full shift because “hands-on training” is the best.

Maxwell: Training varies by attendant responsibilities. Does the store have a wash/fold service? If so, the training will be much more extensive.

The best training is (conducted) in person, with written goals and expectations. The goals should be measurable, achievable and should be reviewed with the employee regularly. With regular follow-up, expectations can be clarified and employee concerns can be addressed.

Brick: A store owner should compile a policies and procedures handbook, which gives employees a go-to resource if they have any questions. In addition, the owner should walk the new employee through the store, explaining the equipment and highlighting the most important procedures. One-on-one store training with the owner can take up to a week’s worth of time, should cover every job requirement, and provide ample training on the machines and store’s amenities.

Dixon: Every store owner goes about training an attendant differently, but there are similarities regarding what an attendant should be trained to do. The new attendant should first understand the general workings of the Laundromat, including opening

and closing procedures, cleaning process, and how to answer commonly asked questions and handle customer concerns.

After the attendant understands the basics, the trainer can then move into more specific knowledge about the equipment, including how to increase the laundry’s efficiency and revenue by properly using the advanced control systems installed on the machines. All staff should be well-versed in what the newest control systems offer, including multi-level and time-of-day pricing options and programmable water levels.

Q: How can the documentation of a store’s standard operating procedures aid the owner in training attendants?

Maxwell: Establishing written goals and standards assist the employee in understanding your expectations but, equally important, assist the owner in defining what is really important to him. Many times, frustrations exist between employees and employers because the expectations have never been clearly expressed.

Brick: Clear policies and procedures that are easy to reference and have been spelled out during initial training aid the store owners and attendants. If an attendant finds additional ways to serve customers or goes above and beyond the standard responsibilities, owners should have an incentive or reward statement incorporated into standard operating procedures.

Dixon: Providing a training checklist to new employees is an ideal way to remind both the owner and the attendant of all tasks that are expected to be fulfilled. This also provides the attendant with a reference sheet when they begin working on their own.

Hebert: Owners are not always on site, so it is important to provide attendants with reference material to troubleshoot situations.

Q: What operational aspects should these standard operating procedures cover?

Brick: Operational tasks, such as wiping down and cleaning equipment, picking up trash, welcoming customers, keeping the bathrooms and store clean, managing wash/dry/fold services, and writing down any store issues, equipment noises or concerns in a notebook should be part of the standard operating procedures.

Hebert: How to handle customer complaints, basic troubleshooting (of) machines, contact numbers, and protocol for emergency situations.

Maxwell: The best written procedures are measurable and attainable.

Q: How should an owner share his/her expectations with a new attendant?

Dixon: Attendant expectations should be set during the first interview. The owner should walk the attendant through all aspects of his or her job so that expectations are understood upfront and ultimately met. Introducing new employees to the company mission statement gives them an understanding of the core values that they will be expected to emulate.

Hebert: A good employee handbook— including signing an acknowledgment page that they understand what is expected—is indispensable.

Brick: The policies and procedures handbook should include all employee expectations. Open dialogue with an employee, and constructive criticism, will help to establish the best working relationship.

Q: How long might an attendant’s training last before they are expected to work by themselves?

Hebert: Mentor training is (a maximum of) two shifts.

Maxwell: Attendants should be able to work independently soon after being hired. The key is regular follow-ups and reviews, with small adjustments moving forward.

Brick: Training should last approximately one week.

Dixon: On average, an attendant will require five training shifts before he or she will be able to fully execute their responsibilities within the Laundromat.

The best training (is conducted) in person, with written goals and expectations.

—Bryan Maxwell, Western State Design

Photo: © iStockphoto/Kevin Russ

Q: Should a new attendant be given a trial period during which to prove themselves? If so, how long should a store owner be expected to give them?

Maxwell: Many operators hire new employees with a 60-90 day probation period to determine if the employee is the right fit for the laundry.

Brick: An employee should be given 30 days to prove that he/she is capable of the job. If a store has a wash/dry/fold component and the new employee has been brought on to help grow the business, six months is an appropriate trial period.

Dixon: As with all jobs, learning to be an attendant takes time. It is important to inform attendants of attitude, appearance and cleanliness expectations early on, so that the employee is given every chance to be successful. If after 10-15 shifts the attendant is still not meeting the pre-set expectations, it may be time to course correct or re-evaluate their role at the store.

Hebert: Probationary periods can be set for anywhere from 48 hours to 90 days.

Q: How can store owners keep their attendants motivated to perform well while away from their stores?

Brick: Incentivizing employees who are going above and beyond the job’s require-

ments. Incentives can range from gift cards to paid time off and other options.

Dixon: While it can sometimes be difficult to keep an employee motivated, owners can ease this by having enforced standards and recognition or incentive programs. To maintain performance standards while away from the store, the owner needs to hold attendants accountable by evaluating and inspecting their work. Furthermore, an owner should recognize the dedicated and hard-working employees with rewards such as pay incentives or awards for a job well done. These incentives will boost attendant morale and motivate them to perform their tasks regardless of supervision.

Hebert: Owners need to stay accessible, do regular evaluations, and provide customers with a response box.

Maxwell: In simple terms, encouragement (verbal affirmation or financial incentives) or fear (accountability, security system surveillance). Once you have found the right people, retain them by paying them just a little more than the marketplace. It’s amazing how, by increasing your hourly costs slightly, the retention rate and satisfaction of employees increases significantly.

Q: If an attendant’s work performance isn’t meeting an owner’s expectations after

having received training, what steps should the owner take? Should the employee be dismissed or should they be given another chance to prove themselves?

Dixon: When an employee’s work performance is not meeting the owner’s expectations after training, it is important to calmly approach that attendant and explain how they are not meeting expectation or following procedures. Providing feedback after an incident or while they are performing everyday tasks is also a way to course correct. If the attendant has not improved even after the follow-up training or explanation, it may be necessary to release them.

Hebert: 1. Oral warning with counseling and signed paper acknowledgement of warning; 2. Full written warning, signed by attendant, that includes an action plan for improvement and that termination is an option if no improvement; 3. Termination.

Maxwell: Dismissing or retaining an employee is really a case by case determination. At some point, you must make a determination that an employee is redeemable or not.

Brick: If the store owner has laid out the proper policies and procedures, given the employee the 30-day trial period and is not seeing the required skills, the employee should be dismissed. n

CLEAN SHOW REPORT

PART II

The 2013 Clean Show officially drew 10,300 people from the United States and 83 foreign countries to New Orleans, reports show manager Riddle & Associates.

That’s down 8% from the 11,200 registrants who visited Clean in Las Vegas in 2011 but up 4% from the 9,902 attendance tallied in New Orleans in 2009.

New Orleans’ Morial Convention Center welcomed 422 exhibitors covering 195,140 net square feet of booth space — a 6% increase in exhibit space from the 2011 Las Vegas show.

Clean’s sponsoring associations introduced some firsts this year: they offered educational sessions each afternoon on the show floor, made available a smartphone app to help attendees navigate the event, and posted monitors depicting live Twitter feeds throughout the three-day show.

The next edition of Clean will convene in Atlanta’s Georgia World Congress Center in April 2015. The Clean Executive Committee is gathering feedback from

exhibitors and attendees regarding this year’s “experimental” three-day show before deciding if the 2015 show will remain three days in length or shift back to the traditional four days.

Many companies took advantage of Clean ’13 to introduce brand-new products, roll out newly improved products or exhibit well-established product lines. Still others exhibited at the biennial show for the first time.

American Coin-Op presents this report describing just some of the companies and the products they exhibited in New Orleans. With 422 companies having exhibited at the June show, this article isn’t intended to be all encompassing.

Readers are encouraged to follow American Coin-Op in print and online (AmericanCoinOp.com) during the coming months for product announcements from these companies and others.

SETOMATIC SYSTEMS

The company promoted its new,

mutually exclusive agreement with USA Technologies (USAT) that targets the move toward cashless payment adoption in selfservice laundries. The deal joins Setomatic’s SpyderWash® technology and USAT’s comprehensive ePort Connect® service platform to bring cashless payment value to laundry owners and operators.

Under terms of the three-year pact, USAT will act as exclusive service provider for all credit/debit card processing for Setomatic’s system. Conversely, USAT will market its ePort Connect service in the U.S. laundry market exclusively through Setomatic.

The two companies will transition several thousand of Setomatic’s existing cashless connections to USAT, then work together to increase cashless payment adoption.

“We believe the laundry market is still at the early stages of credit/debit card adoption, so this is a great time to join forces with USAT in order to bring SpyderWash customers the most value as they transition their machines to cashless payment,” says Michael Schantz, president of Setomatic

Attendees pour onto the 2013 Clean Show floor immediately after the ceremonial cutting of a ribbon to open the event. (Photo: Riddle & Associates)

Coverage by Bruce Beggs, Jean Teller and Carlo Calma

Systems. “Our historical information already shows us that cashless helps build incremental revenue for laundry operators. By aligning with USAT, we are taking this even further.”

ADC

This year’s show marked the first since ADC, which has manufactured dryers for the commercial coin-operated market and others for a half-century, officially entered the commercial washer market. Its EcoWash line includes both rigid-mount and soft-mount models, and covers a range of 25 to 60 pounds.

Also new in the ADC booth was the ES-5050, a 50-pound stacked dryer in the EcoDry line. Attendees could also learn about Clean View Media, an advertising concept design to provide extra profits for coin laundries by displaying digital ads in video displays implanted in dryer doors.

AmeriCAn ChAnger

Among the American Changer “Bill Breaker” dispensers exhibited at Clean were the single-bill AC7715 and the dualbill AC7815. The rear-load changers are designed to break larger bills into smaller bills and feature a high-security design, Pyramid validator and an “LG” bill dispenser. The machines dispense “street grade” bills and do not require ATMquality notes.

Executive Vice President and General Manager Wayne Snihur says the bill breakers can be attractive for card stores as well, so that customers have more control over the amount of cash value they place on a store’s card. Customers will be happier

when assured they’ll receive the full benefit (little or no “float”), he adds.

huebsCh

The Clean Show gave the Alliance Laundry Systems brand the opportunity to strengthen relationships with existing customers and to start building lasting relationships with new ones, says Kathryn Rowan, senior director of marketing and brands for Huebsch’s parent company.

“There was a lot of talk about how there were fewer attendees at Clean 2013 than in Las Vegas two years ago, but our booth was very busy,” she says. “We do not necessarily define our success by the number of customers we see walking the Show floor but by the quality of business that gets done in our booth.”

Huebsch introduced several new prod-

ucts for vended laundries, including:

• 50- and 75-pound tumble dryers that can stop rotating, pause, then switch direction (three-phase only). This reversing technology helps reduce balling or roping of large articles (sheets, comforters, etc.) while they are being dried. Huebsch believes Laundromat owners will be able to increase revenue by charging more for use of these specialty dryers. Stores managing commercial accounts will see increased productivity because employees will no longer need to untangle linen, the company adds.

• The Galaxy™ 600 control for vended tumble dryers, complementing the same control for Huebsch washerextractors. When used together, laundry owners have a completely programmable store. Advanced programming features include the ability to modify dry-cycle parameters such as temperature, price and time. These features allow owners to quickly and easily monitor and adjust their laundry’s energy consumption to avoid paying for unnecessary energy expenses, while helping to increase their revenue.

• The HCN100, a 100-pound frontload washer-extractor with eBoost™ technology. The large-capacity machine will allow store owners to command a higher vend price than smaller machines, Huebsch says. The machine takes up the same amount of room as an 80-pound machine, making the HCN100 an easy replacement, the company adds.

nie

NIE has been providing insurance coverage to coin laundries and dry cleaners since 1915. The company now offers coverage in 32 states.

SPORTS CAR SPEED CONTROL PERFORMANCE TECHNOLOGY

■ Social Media a Must: CLA

of its growth for which to thank the group. Yelp is another outlet with the tools to help a business grow.

NIE says it is different from other insurance programs in that it operates as a reciprocal exchange with no stockholders, focuses solely on the fabricare industry, and has a workforce with an average tenure of 12 years.

LAUNDRYPARTSMARKET.COM

The 2013 Clean Show was the first for e-commerce site LaundryPartsMarket.com. The web-based laundry parts and supply company decided to promote itself with bright white lanyards and badge holders presented to attendees at registration, along with free T-shirts, mini laundry baskets, and more.

With more than 6 million mobile subscribers worldwide, searches have quadrupled in a single year, according to CLA’s Jamie Sewell, who addressed the Clean Show audience during a standingroom-only educational session titled Social Media: Which Tools Laundries Should Embrace.

More than half of a Laundromat’s customers are using a mobile device to look for business information, according to Sewell. For the baby boomers who make up the fastest growing user group on Facebook, Twitter and Google +, that means a Laundromat needs to be on social media now. Twitter shows 79% of its users are now in the 45-65 age range, with 56% of Google’s growth attributed to that age group, and Facebook has 45%

Using research tools, any store owner can take advantage of social media, determining which outlet is right for their business and target market. While many owners say they don’t have the time, Sewell says, “You don’t have a choice,” suggesting that perhaps a family member or an employee would be the right person for the job.

Using social media is all about building relationships for you and your business as well as helping you deliver value to your customers. According to CLA data, Yelp businesses saw about $8,000 more in revenue after using the social media. The data also indicates that cross-promotions on more than one social media outlet is the way to go.

—Jean Teller

“It was the perfect place to launch our brand and make a name for ourselves,” says Sarah Moniz, operations manager. “I had the pleasure of working our booth and meeting every single prospect. We had great traffic the first two days, with people that had genuine interest in the parts we carry.”

NATCO

National Combustion Co. (NATCO), which has supplied the laundry industry with water heating solutions for more than 50 years, invited attendees to look over some of its well-known models, including the Fire Coil copper tube water heaters, the Next-Gen and Super-E high efficiency water heaters, and the flexible WallNat wall-hung water heating system.

Among its newest offerings is the FlexFlame 94, with 94% thermal efficiency and usable with or without a hot water tank. The water heater incorporates a 316L stainless steel flexible heat exchanger with a large 3/4-inch interior diameter.

Leases

Another topic addressed during the Coin Laundry Association’s slate of Clean Show educational sessions was the logistics of leases. CLA President Brian Wallace moderated the Advanced Laundry Lease Analysis panel, which featured Brian Grell, executive vice president at Eastern Funding; Van Merrill, vice president of vended laundry development and sales for CG West; and Charlie Pasquale, founder of Pasquale Properties and CEO of BCC Payments.

Though Wallace explained that hiring proper representation is key in making decisions about leasing property, the panel discussed several aspects of the

leasing process, such as lease assignment agreements, how to pitch a laundry business to a landlord, and the overall tactics and strategies to the art of negotiation.

“Try to be reasonable if you’re not using a professional and you’re doing it on your own,” advises Pasquale. “There is a calculation to what real estate is worth and what the landlord needs to make his business function.”

For Grell, the key lies in being professional by reaching out to local distributors in the lease process and utilizing their knowledge to help store owners describe their laundry business to the landlord.

—Carlo Calma

IMONEX SERVICES

Coin drop maker Imonex left the Clean Show with more than 100 customer leads, including several from parties who purchased products while at the show, an experience that company President Butch Bruner calls “phenomenal.”

“We are always adding to our lines,” Bruner says. “At this show, we were showing some new anti-theft solution sets and additional models and part numbers to the vast group of U.S. and international customers.”

He says that the availability of information via the Internet is affecting all trade show attendance, but it seems the Clean Show is more resilient than other shows at which Imonex has exhibited. He consid-

Every Laundromat needs to be using social media. That’s the message from the Coin Laundry Association (CLA).

The Coin Laundry Association’s educational sessions, such as this one featuring “Internet Marketing Success Stories,” drew some of the show’s largest crowds. (Photo: Riddle & Associates)

ers Clean to be a good investment for his company and plans to exhibit in Atlanta in 2015.

FoldiMate

The FoldiMate is a robotic folding laundry machine specifically designed for coinoperated, wash-fold and multifamily laundries. “During the show, we received a lot of positive and constructive feedback and realized FoldiMate 5000 has a lot more value than we originally imagined,” says CEO Gal Rozov.

It was the Silicon Valley startup’s first trip to Clean. “We showed our engineering alpha prototype and offered an option to be the first to benefit from FoldiMate 5000 by pre-ordering a limited amount of beta units that will be available toward the end of the year,” Rozov says.

door lock; secure highcapacity coin vault; and more. The machine integrates with most aftermarket smart card and credit card payment systems.

Also new is a Department of Energy-compliant top load washer that incorporates operational and functional modifications that reduce water usage and improve the Modified Energy Factor (MEF), ensuring that the machine meets DoE regulations that went into effect this year.

be done with the Wisconsin company’s U.S.-made containers on wheels. The company has expanded its lines for carts specific to route trucks, turnabout lines, the types of materials used, the accessory lines and more, Lapidakis says. The focus during the last year has been to promote Royal Basket’s determination to adjust and modify products to customer standards, and that items are built to order and is shipped within a week.

Maytag coMMeRcial laundRy

More than 1,500 square feet of Maytag’s booth was dedicated to its Maytag® Equipped Laundry. The turnkey concept store model encompasses more than equipment. The package includes a consistent look and feel designed with input from architects and industry experts; exterior

Speed Queen

New from the Speed Queen brand is a line of redesigned hard-mount washerextractors that offer “ultimate” efficiency to help reduce operating expenses and increase profits.

The new machines use 33% less electrical energy and 11% less water on average than previous models, enabled by proprietary advanced inverter technology and innovative cylinder and sump system design, the company says. Higher extraction speeds up to 200 G-force lead to shorter drying times and lower energy costs.

The washer-extractors come equipped with the patented Water Guardian technology, which detects drain- and fill-valve leaks; easy-to-use Quantum® controls; a four-compartment dispenser; automatic

A new mixing valve helps to regulate water flow, providing an optimal rinse pattern across a wide range of inlet pressures, the company says. Optimizing the rinse cycle allows Laundromat owners to reduce utility costs. Other features include a curved, four-vane agitator; stainless steel washtub; a six “V” mounted suspension; and a commercial-grade porcelain enamel top and lid.

Royal BaSket tRuckS

Clean 2013 was a good one for Royal Basket Trucks, says Cindy Lapidakis, vice president of sales and marketing. The company has attended three previous shows, and continuously updates and evolves products, she says.

There are no rules as to what can

and interior signage; complementary paint and flooring options; and coordinating bulkhead and folding table options. Since launching the concept last year, more than 26 stores are up and running across the

BULLDOZER STRENGTH TOuGHNESS RELIABILITY WORKHORSE

United States and Canada, Maytag says.

Its latest technology innovation— Maytag Connect 360°™—is a web-based laundry room communication and management system that offers store owners another option to help reduce downtime, increase profits and attract today’s busy, mobile-savvy customers. The system allows owners to manage multiple aspects of their business from a single portal.

On the product front, Maytag has expanded its Energy Advantage™ line and introduced a 50-pound multi-load stack dryer. These dryers are equipped with a single-payment system compatible with most card systems, a front access panel for easier self service, technology to prevent laundry overheating, extra-large door openings, a time-remaining digital display and a waterless fire suppression system.

n Internet Marketing Success Stories

How can store owners capitalize on social media sites such as Facebook and Twitter? This was the focus of a Coin Laundry Association (CLA) educational session titled Internet Marketing Success Stories of Coin Laundries.

The session hosted a panel of coin laundry owners, including Tyler Blair, owner of The Washboard in San Diego, Calif.; Deborah Dower, owner of Paradise Laundries in Northern California; and Duane King, owner of LMARIES Laundromat in Bowling Green, Ohio.

Blair treats his website as a “digital doormat,” as a way for people to access his laundry’s Facebook, Yelp and Google Places pages, he says. His business’ Yelp page has seen an average of 550 views per month, and 70% of his revenue

increase comes from Yelp and Facebook advertising, he adds.

Dower, on the other hand, explains that her entire Internet marketing focus is on her website, as she uses sites such as Google Analytics and Google Adwords Express. Seventy percent of her customers have learned of her business through her Internet marketing and advertising efforts, she says, and she’s seen an overall 66% return on investment using such sites.

King uses Twitter to send “spur of the moment tweets” to promote specials, such as offering a free wash to customers who will dance in front of a washer. Through his online efforts, and by using sites such as Google Places, he’s seeing $18,000 of new business per year, he claims.

—Carlo Calma

n Best Practices for Wash/Dry/Fold and Commercial Accounts

There are many add-on services that coin laundry store owners pursue to make extra income. With that in mind, the Coin Laundry Association (CLA) hosted Best Practices for Wash, Dry, Fold, and Commercial Accounts, a Clean Show educational session on how to master the service.

Jeff Gardner, “The Laundry Doctor” and owner of Sel-Dale Laundromat, moderated the panel that included Brian Henderson, owner of Liberty Laundry in Tulsa, Okla.; Chris Balestracci, owner of Laundry Express in New Haven, Conn.; Paul Pettefer, owner of Laundry World in Lake Charles, La.; and Robert Maes, owner of Express Laundry Centers in Houston, Texas.

Among some of the aspects the panel focused on was the overall image of not only the store but also the product provided to customers, including the presentation

of garments returned to the customer. “The image of the end product is very important,” says Balestracci.

Having an organized system in place was another topic the panelists touched on, in addition to the importance of having reliable employees who use it.

Communication is key when it comes to managing staff, says Henderson, but he’s also a believer in “attendant empowerment,” when employees are left to deal with customer concerns on their own.

In terms of marketing tactics, online referrals have become the new word-ofmouth, says Henderson, who stressed the importance of marketing and advertising.

“By putting [your] information out there…you’re eliminating the fear of the unknown,” he says. “The customer already feels like they know your business.”

—Carlo Calma

Also, the company unveiled what it’s calling its most efficient top-load washer and dryer to date. The new Energy Advantage™ washer’s high-speed spin extractor removes water, reducing dry time and utility expenses. New userfriendly controls offer customized cleaning cycle options—creating simple, one-touch options for owners to increase revenue. The extra-large capacity dryer is equipped with TurboVent® Technology, which provides faster drying and better performance for longer vent runs. And, both machines, available in coin-slide and non-coin models, are compatible with Maytag Connect 360°™.

Randy Karn, national sales manager, deemed the show a success. “It was apparent that vendors put significant time and effort into showcasing their latest and greatest products and services to the more than 10,000 show visitors.”

Although he says it appeared that enduser attendance was down slightly, there was a strong distributor presence, especially those from North America, Latin America and Asia.

ESD

Today’s laundry consumers demand convenience and value, and with ESD’s CrossLink they can use any major credit card or debit card to vend machines with secure, PCI-compliant, real-time transactions, the company says.

And now featuring MyLaundryLink.com cloud-based reporting, it’s never been easier to manage a laundry operation. Online reporting for credit cards, quarters, and custom personalized cards; remote-start and instant-refund capabilities; cycle status updates of machine availability by text and e-mail; commercial account reporting; and time-of-day special pricing on any machine at any time are just some of the features. ESD’s software engineering staff can customize MyLaundryLink.com to meet an operation’s specific needs.

DExtEr

Dexter commercial laundry equipment

[Maytag Multi-Load Stack Dryer]

is engineered for laundry owners demanding higher performance, lower utilities and improved profitability, the company says. Visitors to its booth could learn about its lines of commercial washers (20 to 80 pounds capacity), commercial express washers (20 to 90 pounds capacity) and commercial single-pocket and stack dryers. California distributor Western State Design used the Clean Show to kick off a fundraising campaign to benefit U.S. Armed Forces veterans. The company has pledged to donate $1 per pound of rated capacity for all Dexter Laundry coin-op washers and dryers purchased from the company through the end of the year to the Intrepid Fallen Heroes Fund, a non-profit that serves U.S. military personnel wounded or injured in service to our nation, and their families.

VEND-RITE

Vend-Rite has been supplying the coin

laundry industry with vending machines for more than 50 years. Eight models can operate using coins, bills or debit cards.

Its Vision line provides an opportunity for a Laundromat owner to offer customers a variety of products in a variety of sizes. All venders feature a conveyor delivery system that maximizes product capacity. It has the ability to vend items as small as a business card to those as large as a 75-oz. bottle of detergent.

CONTINENTAL GIRBAU

The equipment maker interfaced with attendees interested in its Continental Express Laundry Center™ concept and brand. The turnkey solution package teams ExpressWash™ Washers and ExpressDry™ Dryers with multiple services and local marketing and management support.

“Express Laundry Centers offer investors a highly efficient laundry that uses less natural gas, water and electricity,” says Joel Jorgensen, Continental’s vice president of sales. “They bring customers a 60-minute wash and dry and craved in-store services. This sets Express Laundry Centers apart, which gets investors excited.”

Continental’s booth offered interactive kiosks, training opportunities, and video demonstrations of the ExpressWash and ExpressDry equipment.

THE SPORTDOZER OF LAuNDRY.

Greenwald Industries promoted DigiCoin, a digital coin acceptor factory-programmed to accept preferred coins and tokens. (Photo: Nathan Frerichs)

An overview of a small section of the Clean Show floor, courtesy of show manager Riddle & Associates.More than 400 exhibitors covered 195,140 net square feet of booth space — a 6% increase in exhibit space from 2011.

an outsider’s view

Your attendant as teacher

You view your attendant as a general factotum, responsible for keeping your facility clean, maintaining machines in good running order, handling customer issues, and possibly processing the wash/ dry/fold work. But you also should add to his/her job description the role of “teacher.”

Teacher? That’s right, teacher. The staffer should be a font of wisdom to your customers. He/she should stop occasionally and ask customers if they have any questions.

Your staffer needs to point out when the customer is doing a job incorrectly. He/she can offer cleaning tips and suggest ways to remove stains. Your staffer can even provide advice about dry cleaning, whether you take in that kind of work or not.

FOUNTAIN OF KNOWLEDGE

To be a fountain of knowledge, a staffer must be educated. That’s your job. Appoint the person to be a teacher. Point out that, as the attendant of a Laundromat, he/ she is the person in the building with superior knowledge and experience. Then provide that knowledge.

Teach your attendants the right way and wrong way to wash clothes – that it’s best to wash all white clothes in hot water, that big loads require extra amounts of soap, that more soap is better but that too much can clog the works, that stain sticks do help remove stains, and that even though one stain-removal attempt hasn’t worked, one should try again.

Explain what the dry cleaning process is all about, how solvent works on garments, and how cleaners remove stains by using chemical cocktails. Talk about how and why the finishing process really makes clothes look like new. Give the attendants reading material. Show them videos. Provide demonstrations. By adding this job to your attendant’s other responsibilities, he/she will take on the role of expert with pride.

KEY TO LEARNING

Know the real key to learning: you describe the task first, have your student perform the task second, have your student describe the task third. Real learning occurs when the brain takes it all in, and this only occurs when an individual does it themselves.

How long should this training go on? It depends on your attendants and on your teaching. I suspect that devoting half a day to this training will do it.

PAYING ATTENTION

Teachers do more than answer questions. While moving around a facility, an attendant needs to be paying attention and offer assistance whenever the need arises.

A customer is holding up a sweatshirt with some kind of stain on it. The attendant walks by, stops and asks if he can have a look. After looking over the garment closely, he asks a series of questions. “Do you know what the stain is? How long has it been there? Have you ever tried stain remover? Would you want to remove the stain, or does it make any difference?”

Depending on the responses, the attendant makes a suggestion for removing the stain. Possibly he retrieves a substance (Gonzo?) that might work and applies it himself. If the process works, the customer is thrilled. Even if it doesn’t, the customer recognizes that this attendant can help with cleaning problems in the future.

Another example is the customer who overloads a washer. The attendant comes over and kindly suggests that the customer upgrade to a larger machine, explaining why overfilling a unit will not allow the garments to be fully immersed in detergent. If the customer decides to ignore the advice, the attendant can then suggest that overloading is not good for the equipment.

Still another example is instructing people how to fold clothes. A lot of people don’t know the correct way to fold shirts. So the attendant might stop and ask, “Would you like to know a better way to fold shirts?” If the customer says, “No, thanks,” the attendant smiles and goes about his work. If the customer says yes, the attendant demonstrates how to fold and then has the customer try. Your attendant might add, “You know, good folding helps preserve clothes. And you feel better about nicely folded garments. At least I do.”

By making your attendant a teacher, you’ll change the customers’ perception of them, plus boost your employee’s self-image. It’s a win-win. n

Howard Scott is a long-time business writer and small-business consultant. He has published four books.

Howard Scott

don’t miss these upComing events

august

16-17 KeeWes Equipment

Annual Coin Trade Show Branson, Mo. Info: 800-383-9274

september

7 Golden State Laundry Systems

Fall Open House/Golf Clinic Rancho Dominguez, Calif. Info: 800-465-8300

12

Coin Laundry Association

New Entrepreneur Workshop Rosemont (Chicago), Ill. Info: 800-570-5629

18 ProTech Open House Houston, Texas Info: 713-797-9000

22-25 Textile Rental Services Assn. Annual Conference Sonoma, Calif. Info: 703-519-0029 x108

october

17 Ontario Laundry Open House and Product Show

Location to be determined Info: 888-669-4837

19-20 National Cleaners Association TexCare Trade Show and Exhibit Secaucus, N.J. Info: 212-967-3002

REBUILT MACHINES

WASCO 185’s 220/1 & 220/3 $3,500

WASCO 184’s 220/1 & 220/3 $2,700

WASCO 125’s 220/1 & 220/3 $2,400

WASCO 124’s 220/1 & 220/3 $1,850

WASCO 74’s 110 v & 220/3 $ 975

WASCO 75’s 110 v & 220/3 $1,200

WASCO 620’s 110V $1,600

PARTS

Our Parts Department has thousands of products on over an acre lot.

If we don’t have what you want, ask us, and we’ll find it for you.

FACILITY DESIGN

From initial site inspections and recommendations to equipment purchase and installation, we are here to help with every aspect of your project.

We can help you with specifications, dimensions, illustrations of commercial and on-premise laundry equipment.

FINANCING

We are able to offer competitive rates and low, affordable monthly payments for financing coin laundry and laundromat facilities.

We have a coin laundry financing solution to meet the needs of new store owners, and veterans alike.

ACRES OF HARD TO FIND USED WASHER & DRYER PARTS WASHER & DRYER FRONT & SIDE PANELS ALL MAKES AND MODELS STARTING @ $50

WASHER DOOR $35 & UP COMPLETE DRYER DOOR $35 & UP COMPLETE ANY WASHER TUB 18#, 35#, 50#, WITH NEW BEARINGS $175 & UP WITH EXCHANGE ALL DRYER BASKETS $75 & UP ESD CARD READERS $150 EA

EMERALD SERIES COMPUTER BOARDS $575 EA

LET US REFURBISH YOUR PANELS ~ FRESHLY PAINTED PANELS IN EITHER ALMOND OR WHITE ... $70 EA

CALL FOR SPECIAL NEEDS

Top Five news sTories

• Clean Show Bids Farewell to New Orleans

• Numbers Are In: Clean 2013 Drew 10,300 to New Orleans

• Industry Vet Olsen Joins Laundrylux as VP for Vended Products

• Distributor Great Lakes Commercial Sales Draws 150 to Product Expos

• CLA Plans One-Day Workshop for New Entrepreneurs

ColumnisTs/FeaTures

• Effectively Managing Multiple Coin Laundries

• Staying Focused During Trying Times

• Survey: Majority of Clean ’13 Attendees ‘Fully Satisfied’ with Show

• Dry Cleaner Can Create ‘One-Stop Shop’ by Adding Coin Laundry (WE)

our sisTer websiTes

From AmericanLaundryNews.com:

• Crown Uniform & Linen Plans to Build New Facility

• Need to Lower Costs? Try Increasing Linen Life From AmericanDrycleaner.com:

• Clean Show Bids Farewell to New Orleans

• Shelve That Not-Enough-Time Attitude and Get Things Done

Setomatic

Industry vet Olsen jOIns laundrylux as vP fOr vended PrOducts Laundrylux appointed John Olsen its vice president for vended products effective June 10, the company announced. Olsen has more than 10 years experience in vended laundry equipment financing, sales, sales management and distribution.

“We are delighted to welcome John Olsen to Laundrylux to direct and accelerate the growth of our Wascomat and Electrolux vended product lines,” says John Sabino, Laundrylux’s chief operating officer. “Laundrylux has many years of experience with John as a supplier and even as a competitor. We have always respected John Olsen’s business acumen, diligence, and work ethic.”

“John is respected by the distribution community across North America and will provide outstanding leadership and support to his team of Wascomat and Electrolux distributors and Laundrylux regional business managers for vended products,” says Laundrylux President Howard Herman.

“Laundrylux continues to aggressively build our team in every aspect of our business to take advantage of market opportunities,” adds CEO Neal Milch. “John Olsen is a key addition, and we plan additional hires to support our multi-year strategic plan.”

great lakes cOmmercIal sales draws 150 tO PrOduct exPOs Great Lakes Commercial Sales celebrated “May is Maytag Month” with nearly 150 people while hosting several product expos throughout the Midwest.

The events—which took place in Lansing, Mich.; Dayton, Ohio; Peoria, Ill.; and Wauwatosa, Wis.—featured Maytag service schools, vendor displays, educational presentations, and special pricing and financing opportunities on new equipment and ancillary items.

Many representatives from Maytag, the Coin Laundry Association and Standard Change-Makers provided product and industry knowledge. Store owners and managers who were in attendance got a “sneak peek” at the new Energy Advantage Topload washer and learned about the efficiencies it offers.

metrOPOlItan laundry machInery Is huebsch dIstrIbutOr Of year Huebsch recently named Metropolitan Laundry Machinery Sales Inc. its 2012 Distributor of the Year. The honor marks the 12th time that Metropolitan has been recognized by the Wisconsinbased manufacturer.

Metropolitan earned the award based on overall increase in sales from 2011, as well as its devotion to professionalism, employee training and customer support, Huebsch says.

“Metropolitan embodies our commitment to customer success and ongoing innovation,” says Gary Dixon, Huebsch North American sales manager. “From bettering their knowledge of the

industry by taking Alliance Laundry Systems University classes, to servicing clients with only Genuine Parts, Metropolitan’s team ensures each customer is provided with the most efficient equipment, service and support.”

Howard Katzman founded Metropolitan in Queens, N.Y., in May 1968. Today, his son, Marc Katzman, a 16-year company veteran, is president and chief operating officer.

“This recognition provides our staff an immense amount of pride and also helps gain customer confidence in our ability to assist them, and deliver and service the most durable and efficient laundry equipment,” says Marc Katzman.

In addition to its Queens headquarters, Metropolitan has a branch office in Union, N.J., and boasts a large sales staff that serves Connecticut, Delaware, New Jersey, New York, Eastern Pennsylvania, and the greater Philadelphia area.

cla Plans One-day wOrkshOP fOr new entrePreneurs

The Coin Laundry Association (CLA) will host a New Entrepreneur Workshop for potential laundry owners and investors on Sept. 12 at Chicago’s Hyatt Regency O’Hare Hotel.

“The New Entrepreneur Workshop will be a one-day, nuts-andbolts workshop that will cover everything an entrepreneur should consider when entering the self-service laundry business,” explains Brian Wallace, CLA president and CEO.

To make sure entrepreneurs are positioned for success before getting started, the workshop dives into topics such as:

• Overview and Trends for Today’s Laundry Business

• Demographic Analysis and Site Selection for Laundries

• What’s a Laundry Worth and How to Prove It

• Show Me the Money: Financing Basics

• The ABCs of a Successful Laundry Lease

• A Day in the Life of a Laundry Owner

The workshop is open to CLA members and non-members. To learn more about the conference and to register, visit coinlaundry. org/investorworkshop or call 800-570-5629.

Olsen

Huebsch National Sales Manager Gary Dixon (left) and Regional Sales Manager Keith York (right) present Marc Katzman, president of Metropolitan Laundry Machinery, with the 2012 Huebsch Distributor of the Year award at the Clean Show.