American Coin-Op - April 2015

ATLAS OF ATLANTA

When you’re not meandering the sprawling exhibit floor at this year’s Clean Show, venture outside the halls of the Georgia World Congress Center to see all that Atlanta has to offer. Let this city guide be your navigator to the sights and sounds of the city.

MANAGING RISING WATER COST & WAGE INCREASES

Overhead costs have become more prevalent and even more difficult to tackle. The Illinois Coin Laundry Association (ILCLA) recently hosted a roundtable discussion analyzing ways operators can best handle these business costs.

SPRING BRINGS CALENDAR FULL OF OPEN HOUSES, SERVICE SCHOOLS

The spring season ushers in various opportunities for owners and operators to attend distributor special events, open houses and service schools.

STATE OF THE INDUSTRY

HANDLING CUSTOMER COMPLAINTS

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HOW DO YOU STACK UP?

STATE OF THE INDUSTRY

Was 2014 a good year for your coin laundry business?

Were overall sales up, or did you see a drop in customers? Did you spend a little bit more on utilities compared to previous years?

Perhaps you started a drop-off service and raised wash/dry prices to make more money. Are you wondering if your prices are on par with your competitors?

Our annual State of the Industry survey answers these questions, as well as analyzes overall 2014-2015 business conditions, equipment purchases, common problems and turns per day.

With these metrics in mind, let this feature help you analyze and compare your 2014 business performance (and 2015 outlook) with others in the industry. Do your numbers stack up with your peers? Turn to page 10 to find out!

SIGHTS AND SOUNDS

By the time this issue reaches your hands, you may already be preparing to jetset to Atlanta for this year’s Clean Show.

Once you get there, how will you find your way around the city?

Let Editorial Assistant Lauren Dixon’s feature, Atlas of Atlanta, starting on page 18, be your navigator and help you decide what sights to see once the show wraps each day.

Keep this issue of American Coin-Op on hand as you tour the city, as it contains all the information you need on local transit, popular eateries and a plethora of points of interest The ATL has to offer.

Carlo Calma Editor

EDITORIAL

Charles Thompson, Publisher

E-mail: cthompson@ATMags.com

Phone: 312-361-1680

Bruce Beggs, Editorial Director

E-mail: bbeggs@ATMags.com

Phone: 312-361-1683

Carlo Calma, Editor

E-mail: ccalma@ATMags.com

Phone: 815-768-7339

Roger Napiwocki, Production Manager

Nathan Frerichs, Digital Media Director

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

ADvISORY bOARD

Kurt Archer Ann Hawkins

Wayne Lewis Kathryn Q. Rowen ADvERTISING

Donald Feinstein, Natl. Sales Director

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

OFFIcE INFORmATION

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

SUbScRIPTIONS

630-739-0900 x100 www.AmericanCoinOp.com

American Coin-Op (ISSN 0092-2811) is published monthly. Subscription prices, payment in advance: U.S., 1 year $39.00; 2 years $73.00. Foreign, 1 year $89.00; 2 years $166.00. Single copies $7.00 for U.S., $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 56, number 4. 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. The publisher reserves the right to reject any advertising for any reason.

© Copyright AMERICAN TRADE MAGAZINES LLC, 2015. Printed in U.S.A. No part of this publication may be transmitted or reproduced in any form, electronic or mechanical, without written permission from the publisher or his representative. American Coin-Op does not endorse, recommend or guarantee any article, product, service or information found within. Opinions expressed are those of the writers and do not necessarily reflect the views of American Coin-Op or its staff. While precautions have been taken to ensure the accuracy of the magazine’s contents at time of publication, neither the editors, publishers nor its agents can accept responsibility for damages or injury which may arise therefrom.

Carlo Calma

MOST OWNERS BELIEVE THEIR STORES ARE ‘ABOVE AVERAGE’

Roughly 73% of coin laundry owners and operators believe their customers would rate the overall quality of their store and services as “above average,” according to results of the March American Coin-Op Your Views survey.

Equal shares of 13.6% believe they would get an “excellent” or “average” rating, while no respondents believe their customers would rate their store/services as “below average” or “poor.”

Respondents were asked if they would consider doing their own laundry at their store. Not surprisingly, the response from 100% of respondents was “yes.”

Close to 14% of respondents say customers first compliment them about the size of their store, while an equal share compliments them about the “number of machines.” Equal shares of 4.6% say customers compliment them about the “quality of equipment,” their store’s ancillary services or their “proximity/ location.”

But the majority of respondents (59.1%) say customers compliment them about “other” aspects of their laundry, with many saying customers enjoy the cleanliness of their store.

Roughly 45% of respondents believe their customers find their attendants “helpful,” while 13.6% believe customers would rate their attendants as “average.”

While no one believed customers would rate their attendants as “unhelpful,” a small percentage (4.6%) believe customers might find their attendants to be “extremely unhelpful.”

Close to 40% of respondents say their stores are unattended.

In terms of collecting customer feedback, many operators say they “talk to customers at the store” (95.5%), in concert with other methods, like “[posting their] phone number and [inviting] calls” (31.8%), “[checking] their store’s social media accounts” (13.6%), or “[having] a suggestion box” (9.1%). Close to 5% say they use “other” methods to collect customer feedback.

“I record every customer name/address that calls for out-ofservice condition,” says one operator on handling customer feedback. “They get a return call promptly, and a refund if the machine malfunctioned. Most are surprised to get a call back.”

American Coin-Op’s Your Views survey presents an unscientific snapshot of the trade audience’s viewpoints at a particular moment. Percentages may not add up to 100% due to rounding.

Subscribers to American Coin-Op e-mails are invited to participate anonymously in an industry survey each month. The entire American Coin-Op audience is encouraged to participate, as a greater number of responses will help to better define owner/ operator opinions and industry trends.

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By Carlo Calma, Editor

How did your self-service laundry business measure up with others in the industry last year?

Did your drop-off service thrive, or did you see profits go down the drain? Are your vend prices in line with what your peers are charging?

American Coin-Op’s annual State of the Industry survey offers store owners and operators the chance to compare their operation to others in the industry.

The survey focuses on 2014-2015 business conditions, pricing, equipment, common problems, turns per day and utilities cost.

In instances where respondents were asked about 2014 business results, they were given the opportunity to state whether their results were up, down or unchanged.

This is a departure from surveys compiled in 2011 and earlier, when respondents were asked only if their business was up or down. Keep this in mind as you’re making comparisons to previous years’ results.

This survey is an unscientific electronic poll of American Coin-Op readers who

operate stores. Some percentages may not equal 100% due to rounding.

2014 VS. 2013

An even 60% of respondents own one self-service laundry, while 40% are multistore owners (22.9% of total respondents own two or three stores, 17.1% own four or more).

For 2014, 58.8% of operators say their overall coin laundry business increased

from 2013. Specifically, these operators reported an increase in business (gross dollar volume) in 2014 compared to 2013.

In last year’s survey, 55% of respondents reported an increase, while 54% reported seeing sales growth in the survey prior.

The average 2014 business increase was 8.9%, down from 9.6% in 2013. Other past average business increases were 11.7% (2012), 11.5% (2011), 10.8% (2010), 7.9% (2009) and 14% (2008).

Below is a breakdown of 2014 business increases (the figures relate to those reporting increases, not all respondents):

• Operators with a business increase of less than 10%: 50%

• Operators with a business increase of 10-14%: 25%

• Operators with a business increase of 15% or more: 25%

Roughly 29% of operators faced a decrease in business (in gross dollar volume) in 2014, up from 25% in 2013. The percentage was 30% in 2012, 35% in 2011, 58% in 2010 and 59.8% in 2009.

The average business decrease in 2014 was 6.6%, an improvement from 2013’s 8.7%. Prior average decreases were 9.5% in 2012, 10.2% in 2011, 11.2% in

(Photo: © iStockphoto/alubalish)

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2010, 13.7% in 2009 and 14.3% in 2008.

Here’s a closer look at 2014 business decreases:

• Operators with a reduction of less than 10%: 70%

• Operators with a reduction of 10-14%: 20%

• Operators with a reduction of 15% or more: 10%

Close to 12% of respondents say 2014 business was unchanged compared to 2013 business.

Overall, these figures reflect a continued growth in business, on average. The percentage of respondents reporting an overall increase in business in 2014 jumped more than three percentage points from 2013. The average business increase has continued to dip in the past three years, however, and marks the lowest it’s been since 2009’s 7.9%.

The average business decrease (6.6%) was nearly two percentage points lower than 2013’s. This improvement is also reflected in the number of operators suffering a large business deduction (15% or more), which shrank from 11.8% in 2013 to an even 10% in 2014.

DROP-OFF DIGITS

Drop-off service—a convenient choice, particularly for customers who have little to no time to do their laundry—has taken a fall in the past year, according to the latest numbers.

Roughly 18% of operators reported that drop-off-service business (gross dollar volume) increased in 2014. This figure is roughly 6% lower than 2013’s 24%.

The average drop-off-service business increase last year was 12.3%. This figure

has declined compared to the past two years (15.8% in 2013 and 16.2% in 2012).

Approximately 27% of respondents saw a decrease in drop-off-service business, up seven percentage points from 2013’s 20%.

The average decline in drop-off-service business in 2014 was 11.3%, up from 9.0% in 2013. Previous average declines in drop-off-service business were 18.1% in 2012 and again in 2011, 18.8% in 2010, and 24.2% in 2009.

Close to 55% of respondents say their 2014 drop-off-service business was unchanged from the previous year. This figure saw only a slight dip from 56% in 2013.

DROP-OFF PRICING

Current drop-off-service pricing (in dollars per pound) ranges between 80 cents to $2.

Below is a breakdown of the most popular drop-off-service prices (per pound), followed by the percentage of operators who use them:

1. $1 or $1.25 (tie, 27.3% each)

3. 90 cents or $1.50 (tie, 9.1% each)

Overall prices for drop-off service are consistent with last year’s figures. However, it seems that operators are charging a little bit more for the service, as $1.25, a figure not reported in the most popular prices last year, has crept up to tie with $1 in the No. 1 spot.

In total, 10 different drop-offservice prices were reported in this year’s survey.

Close to 66% of operators offer drop-off service, which is on par with last year’s figure of approximately two-thirds of respondents.

IMPROVED VENDING

Vending sales business (gross dollar volume) improved for many operators compared to the prior year, with 51.9% of respondents reporting a sales increase, up from 34% in 2013. Roughly 15% reported a decline in vending sales business, while onethird of respondents say vending sales remain unchanged.

The average vending sales increase was 7.4%, down only slightly from last year’s figure (8.9%). The average vending decrease in 2014 was 6.8%, down three percentage points from 2013 (9.8%).

HOW MUCH FOR A WASH?

Respondents were also asked to provide how much they charge for a variety of washes.

Approximately 82% of operators offer top loaders at their store, and the price range for a top-load wash is $1.25 to $3.50.

Here are the most popular top-load prices, followed by the percentage of respondents using them:

1. $2 (31.0%)

2. (Tie) $1.75, $2.25 or $2.75 (13.8% each)

5. $1.50 (10.3%)

Prices for a top-load wash remain pretty similar to most popular prices last year, as the $2 price is once again the most popular price for a top-load wash.

Operators seem to be charging more, however, as $1.50, the second most popular price last year, moved down the ranks, with mid-range prices ($1.75 to $2.75) tying for second place this year.

Like last year, a small share of respondents reported charging more than $3 for a top-load wash, marking the fifth straight year that a top-load wash exceeding $3 was reported.

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The most popular prices for some of the small front loaders are:

• 18 pounds: $2

• 20 pounds: $2.25

• 25 pounds: $3.50

The lowest price reported in this group is $1.75 (18-pound washer) while the highest price is $4 (20-pound washer).

The price range for a 30-pound wash is $2 to $5.50. Following are the most popular 30-pound prices, along with the percentages of operators who use them:

1. $4 (17.4%)

2. $3 or $3.25 (tie, 13.0% each)

4. $3.75 or $4.25 (tie, 8.7% each)

The most popular price for a 35-pound wash is $4, followed by a tie between $3.50 or $4.25. The current price range for a 35-pound wash is $2 to $4.75.

Operators currently charge a variety of prices for a 40-pound wash. The most popular in this group came in at a tie, $4 and $4.25, followed by another tie for third place: $4.50 and $4.75. The price range for this grouping is $1 to $6.

The most popular price for a 60-pound wash is $6.50, followed by a tie for second place: $6.25 and $7.50. Operators currently charge as low as $5 for a 60-pound wash, to as high as $8.

Like last year’s survey, there is a threeway tie for the most popular price for an 80-pound wash. Operators charge either $8, $8.25 or $9.25 for this wash, with prices ranging from as low as $7.50 to as high as $10.

Other prices reported include $8 or $8.50 for a 75-pound wash, and $17 for a 125-pound wash.

Operators who respond to our survey vary year to year, which may be reflected in the variety of prices reported.

Respondents were asked to list prices for front-loaders of 14 different capacities. There were no prices logged for a 100pound wash or a 150-pound wash.

DRYER PRICES

Operators were asked to provide their current dryer prices in cents per minute. Like last year, a variety of responses were reported.

There was a tie for the most popular price at either 4 cents per minute or 25 cents per five minutes (or 5 cents per minute, as some respondents reported), which was the most popular price last year. Other popular prices include 3 cents or 6 cents per minute.

The 25-for-10 price, once an industry staple, was not reported, but several operators reported variations of it, including 32 cents for 10 minutes, or 25 cents for eight minutes.

The most expensive (and longest) dry cycle was $2 for 35 minutes, a figure similar to last year’s $2 for 32 minutes.

CHARGING MORE?

American Coin-Op asked respondents if they have already raised washer and/or dryer prices in 2015, or if they plan to do so before the end of the year.

er prices to keep up with his/her competitor.

“[I] generally raise [washer] prices every year on Jan. 1,” says another.

Regarding dryer prices, more than half of respondents (55.3%) say they have not raised prices this year nor do they plan to do so by the end of the year. Roughly 29% say they have such plans, while 15.8% are undecided.

Much like their decision to raise washer prices, many operators say they raised dryer prices to keep up with utilities cost.

“[I] haven’t done so in six years [and] propane is way up,” says one respondent.

Another respondent says the governor in his/her state is intending to “significantly raise taxes on natural gas,” which

When it comes to a 50-pound wash, the majority of operators currently charge $5.50, followed by a tie, $5.25 and $6.50. Prices for a 50-pound wash range between $4.59 and $6.50.

Similarly, the most popular price operators charge for a 55-pound wash is $5.50. Prices for this wash currently range from $3 to $7.

Regarding washer prices, the majority of respondents (47.4%) say they have already raised prices, or intend to do so, by the end of the year. Close to 37% say they have no such plans, while 15.8% are undecided.

Regarding their decision to raise washer prices, many operators say they implemented the increase to cope with a variety of overhead costs, including utilities, labor and rent.

One respondent says he/she raised wash-

will “ripple through both gas and electric rates.”

COIN OR CARD?

Approximately 66% of respondents operate coin-only stores, 7.9% operate card-only stores, and 26.3% offer both.

The share of card-only stores and stores that offer both payment types have increased since last year’s survey, particularly stores that offer coin and card, up from 12.7% in 2014.

PURCHASED IN 2014

An even 50% of respondents purchased at least one piece of equipment (washer, dryer, water heater, vending machine or other) in 2014, up significantly from last year’s 38%, and in line with approximately 48% of respondents in 2012.

Below is a breakdown of 2014 purchases (Editor’s note: Percentages do not total 100% because some buyers purchased equipment in multiple equipment categories):

• 47.4% of respondents purchased at least one top loader. The average purchase was five machines.

• 63.2% of respondents purchased at least one front loader. The average purchase was 9.2 machines.

• 36.8% of respondents purchased at least one dryer (regular or stacked). The average purchase was two machines.

• Equal shares of 15.8% of respondents purchased some type of water heater, vending machine or “other” types of equipment, like credit card terminals or security systems.

2015 SHOPPING LIST

Operators were asked if they purchased,

or plan to purchase, new equipment this year.

Close to 29% of respondents—down 3% from last year’s survey—plan to add some type of equipment (washer, dryer, water heater, vending machine or other) to their mix, or have already done so.

Below is a breakdown of purchases operators have already made in 2015, or plan to make by the end of the year (Editor’s note: Percentages do not total 100% because some buyers purchased/plan to purchase equipment in multiple equipment categories):

• 18.2% of respondents have purchased, or plan to purchase, a new top loader this year. The average purchase is (or will be) 5.5 machines.

• 54.6% of respondents have purchased, or plan to purchase, a new front loader this year. The average purchase is (or will be) 5.2 machines.

• 45.5% of respondents have purchased, or plan to purchase, a new dryer this year. The average purchase is (or will be) 6.4 machines.

• Equal shares of 18.2% of respondents purchased, or plan to purchase, some type of water heater, vending machine or “other” types of equipment in 2015.

ATTENDED OR UNATTENDED?

Approximately 39% of respondents say their stores are fully attended, down 5% from last year. Roughly 26% say their stores are partially attended, while 34.2% say their stores are unattended.

Overall, 65.8% of operators currently employ one or more attendants at their stores.

Unlike last year, respondents this year were asked to provide a range of how many people they employ across all of their stores.

An even 12% of respondents only have one employee, while 44% employ two to three. The remaining 44% say they have four or more employees.

BIGGEST PROBLEMS

What are some common problems plaguing laundry store owners and operators?

Here are the top industry problems, according to this year’s survey:

1. Utilities cost

2. Cost of equipment maintenance/ repairs

3. Rent, dealing with employees, and loiterers (tie)

TURNS PER DAY

Turns per day refers to the number of cycles (turns) that each of a store’s machines completes each day. You can calculate it using total top-loader cycles for a one-week period divided by the total number of top loaders, then dividing that number by seven.

Currently, the average turns per day for top loaders amongst respondents is 2.8, down from last year’s survey (3.3). For front loaders, the number is 4.3, up from last year’s survey (3.9).

UTILITIES COST

Operators were asked about their utilities cost (as a percentage of gross). The responses ranged from 10% to 42%.

At the time of our survey in February, operators were paying an average of 21.4% for utilities (as a percentage of gross), down slightly from 22.6% last year.

The most common response was 30%, up from last year’s figure (a tie between 22% and 25%).

Utilities account for the largest store expense for the majority of respondents (63.2%), while insurance is the smallest expense (47.4%).

FORECAST FOR 2015

Close to 53% of respondents are optimistic that 2015 total business will be better than 2014.

Roughly 42% expect business to be about the same, while 5.3% say it will not perform as well in 2015 as it did in 2014.

“We will be entering our third year in business [this year]; we should still be growing,” says one respondent. ACO

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YOUR TOUR GUIDE TO THE CITY DURING CLEAN 2015

By Lauren Dixon, Editorial Assistant

After 28 years, the Clean Show returns to Atlanta this month. For those of you planning to attend, when you aren’t eyeing the new products or attending educational sessions, exploring the city will keep you entertained.

Pack your walking shoes and comfortable clothing, because Atlanta has an abundance of attractions.

In downtown is the Georgia World Congress Center, the exhibit space for the Clean Show.

Adjacent to the Centennial Olympic Park and conveniently located near major shopping centers, dining and transportation hubs, this spot makes for convenient Atlanta sight-seeing.

Historically, the average high temperature in Atlanta in mid-April has been in the low 70s, with the average low in the low 50s, according to U.S. Climate Data.

That mild spring weather sounds like an ideal vacation, right? When not on the show floor, get out and about to explore the city the Clean Show is calling home April 16-19.

TAKING TRANSIT

Once you’ve landed in Atlanta, what’s

the best way to get to Clean 2015?

Getting to a hotel from HartsfieldJackson Atlanta International Airport will require hailing a taxi, renting a car or buying a bus ticket.

A taxi to downtown runs about $32 for one person, according to Checker Cab.

A ticket for the SuperShuttle, a sharedvan shuttle service, runs around $16.50. This is for a one-way ticket from the airport to Centennial Olympic Park.

Multiple car rental services are available at the airport, including Budget Rent A Car, Avis Car Rental, Hertz and more.

The Metropolitan Atlanta Rapid Transit Authority (MARTA) is the city’s public transit system. To get from the airport to downtown, the MARTA website says travel takes about 20 minutes and costs only $2.50.

Passes are available for multiple days: a one-day pass is $9, a two-day pass is $14, a three-day pass is $16 and a four-day pass is $19.

According to Frommer’s, rush-hour traffic in Atlanta can be a challenge, so it recommends MARTA. Trains run northsouth and east-west, and intersect at Five Points Station downtown.

For more information about fares, schedules and routes, visit www.itsmarta.com

The Atlanta Streetcar, which debuted in late December, has 12 stops in the downtown area.

Stops are near sites such as the Georgia Aquarium, Georgia World Congress Center and Historic Oakland Cemetery.

To ride the streetcar, passengers will need to purchase a Breeze Card, the same payment system used for MARTA. A oneway trip costs $1, a one-day pass costs $3 and a weekly pass is $11. Service times vary; a timetable and more information can be found on www.streetcar.atlantaga.gov.

If a taxi is preferred, Frommer’s says it’s often best to call for one. Downtown fares start with a flat fee of $5 for one passenger and a dollar for each additional rider. These rates apply when going multiple miles away or just a few blocks.

Ride-hailing services such as Uber and Lyft can be convenient, as well.

Simply download the app of your preferred company, enter your information, and request a ride. These services are often less expensive than taxis, but watch out for surcharges, which can occur when the company sees high volumes of ride requests.

Venture outside the halls of the Georgia World Congress Center to see all that Atlanta has to offer. Its unique neighborhoods, famed eateries and local points of interest will give Clean Show attendees plenty to see and do during the exhibition’s four-day schedule. (Photo: Gene Phillips/Atlanta Convention & Visitors Bureau)

THE

Shuttle buses arranged by Clean Show management, Riddle & Associates, will pick up and drop off attendees to and from the World Congress Center, with routes to nine of the Clean Show official hotels.

Service to the show will be every 15-20 minutes from 7:30 to 11:30 a.m., except for Thursday, April 16, when service begins at 7 a.m.

Return shuttles will run every 20-30 minutes from 3:30 to 6 p.m., except for Sunday, April 19, when return service is from 1:30 to 4 p.m.

The following hotels are within walking distance of the show, so shuttles will not be provided: Embassy Suites at Centennial Olympic Park, Hilton Garden Inn and Omni Hotel at CNN Center.

This schedule is subject to change, according to Riddle & Associates.

ABOUT ATLANTA

From being burned by Sherman’s Army in 1864, to hosting the Summer Olympics in 1996, Atlanta has come a long way.

As the last of the 13 original colonies, Georgia was named after Great Britain’s King George II.

With the Western & Atlantic Railroad’s southern end in Georgia, Atlanta became a popular hub.

Previous names for the city were Terminus, then Marthasville. It wasn’t until 1847 that “Atlanta” was adopted. This is

said to be the feminine form of “Atlantic,” and was possibly coined by a Western & Atlantic engineer, according to the Atlanta Convention & Visitors Bureau (ACVB).

When the Civil War broke out in 1861, Atlanta’s railroad and supply depot was crucial to the Southern armies. However, in 1864, Union Gen. William T. Sherman’s armies burned the railroad facilities, other businesses and residential homes in an effort to immobilize transportation.

But Atlanta bounced back. By moving the Georgia capital from Milledgeville to Atlanta, new business was attracted.

By the 1920s, a downtown business district was established, and because of the campaign of Atlanta Alderman William B.

Hartsfield, a racetrack-turned-airport was built.

Under Mayor Maynard Jackson, it was modernized in the 1970s. In 2004 the airport gained its current name, HartsfieldJackson Atlanta International Airport, celebrating the two.

Atlanta was called “home” by various historical figures, including Dr. Martin Luther King Jr., who heavily influenced the civil rights movement.

In 1963, Atlanta Mayor Ivan Allen Jr. testified in support of the Civil Rights Bill, making him the only Southern mayor to do so, according to the ACVB.

When King was assassinated in 1968, Mayor Allen pleaded for the city to

n Bacchanalia. According to Atlanta Magazine, this is the best restaurant in the area, and has been in business for more than 20 years. Prix-fixe dinners include five to seven courses and can be tailored to dietary restrictions. 1198 Howell Mill Road, 404-365-0410.

n The Varsity. “What’ll ya have?” the counter staff will noisily ask. Since 1928, this dive/drive-in has been serving up shakes, burgers, hot dogs and more to hungry customers. The Atlanta classic is the world’s largest drive-in, with space for 600 cars outside and 800 people inside. 61 North Ave. NW, 404-881-1706.

n Legal Sea Foods. Located just

by the Clean Show’s location is this seafood restaurant and oyster bar. Impress your dining companions with a menu of 28 wines by the glass. 275 Baker St. NW, 678-500-3700.

n Restaurant Eugene. Southern elements and worldly flavors combine in a kitchen that is driven by local ingredients. Sauces made from scratch make for a fresh experience in fine dining. 2277 Peachtree Road, 404-355-0321.

n Farm Burger. Voted the Reader’s Choice for Best Burger in Atlanta Magazine, Farm Burger serves grass-fed beef, which is dry-aged and ground fresh. The restaurant also boasts affordable prices, with a lunch

special of a “Build it” burger, fries and a drink for $8.75. 3365 Piedmont Road, 404-8160603.

n Piece of Cake. Gourmet cakes from scratch have satisfied the sweet tooths of Georgia natives since 1985, and the company has since added cookies, cheese straws and cupcakes to its menu. If you can’t make it there, cakes are also available to be shipped. 3215 Roswell Road, 404-351-2253 (other Atlanta locations also available).

n Der Biergarten. This authentic German cuisine destination features a beer garden and family-style seating. According to the restaurant’s website, it’s “the first and only restaurant

in Atlanta with two authentic German beers on draft.” Wine from around the world is also available. 300 Marietta St. NW, 404-521-2728.

n Krog Street Market. In the Inman Park neighborhood lies a mecca of food and shopping. With a bakeshop, dumplings, BBQ, Middle-Eastern cuisine and more, the whole family’s palate should be satisfied. 99 Krog St., 770-434-2400.

n Sun Dial Restaurant. When looking for a view to complement a meal, Sun Dial is the place to go. Atop the Westin Peachtree Plaza at Level 73, 360-degree views of Atlanta can be seen. 210 Peachtree St. NE, 404-589-7506.

Located just steps away from the Congress Center is Centennial Olympic Park, built in commemoration of the 1996 Centennial Olympic Games. Today, the site hosts various festivals and free music events. (Photo: James Duckworth/Atlanta Convention & Visitors Bureau)

remain calm. Atlanta mourned peacefully.

In 1996, Atlanta hosted the Centennial Olympic Games, the largest, according to ACVB, attracting 2 million viewers in person, and broadcasting to another 3.5 billion.

Along with the success of the Games came tragedy. On July 27, 1996, a 40-pound pipe bomb exploded in the park, killing two and injuring more than 100 others, according to CNN.

Commemorating the events is the Atlanta History Center’s Centennial Olympic Games Museum and the Centennial Olympic Park.

The ACVB says that the Olympics “served as a catalyst for a second resurgence of Atlanta,” with new attractions and developments, the expansion of the airport and an overall higher reputation.

The Georgia Aquarium opened in 2005, and the World of Coca-Cola relocated

downtown, leading to a popular attraction.

Atlanta has also played host to events such as the 1988 Democratic National Convention, Super Bowl XXXIV in 2000 and the 2008 NHL All-Star Game.

FANTASTIC FOOD

After the Clean Show wraps for the day, venture out into the city to sample great meals and big entertainment.

Get your food fix at the many classic Atlanta eateries. After indulging in rich, Southern fare, walk it off on a tour or at an outdoor space, such as Atlanta’s Botanical Gardens.

According to Urbanspoon, some of the top-rated restaurants in the downtown area include Arepa Mia, a Latin American vegetarian spot; Aviva by Kameel, a Mediterranean breakfast joint; and Reuben’s Deli, an American sandwich and soup destination.

n Attractions & Entertainment

n Atlanta Botanical Garden.

For views, fountains and flowers, the Atlanta Botanical Garden offers 30 acres of foliage. An orchid collection and rose garden will delight noses, and a variety of art enhances the sights. 1345 Piedmont Ave. NE, 404-876-5859.

n Inside CNN Studio Tour. Learn about the television network on a 50-minute tour. See the studios and hear how shows are broadcast to the world. The Morning Express Tour includes a tour of the HLN control room and experiencing the show from inside the studio. One CNN Center, 404-827-2300.

n World of Coca-Cola. For fans of the secret formula, the World of Coca-Cola displays various paraphernalia, shows a 4-D movie and offers tastings of more than 100 flavors that are sold in different regions of the world. Photo opportunities are abundant, especially with the Coca-Cola polar bear. 121 Baker St. NW, 404-676-5151.

n SkyView Atlanta. On a nearly 20-story-high Ferris wheel are 42 gondolas, which provide

For a soul food fix, Thrillist recommends Paschal’s Restaurant for fried chicken and shrimp; Sweet Georgia’s Juke Joint crafts crawfish tails; and Gladys Knight’s Chicken and Waffles carries BBQ turkey wings and fish and grits.

NEAT NIGHTLIFE

While Atlanta is a great spot for food, it also has a lively and diverse nightlife scene. According to TripAdvisor, Midtown is host to a few dance bars, such as Opera and Sutra Lounge. For a similar, trendy feel but without the dancing, Halo Lounge is a safe bet. The bar also serves s’mores, so it has to be good, right?

For those visiting Old Fourth Ward, Frommer’s recommends Joystick Gamebar, which features a Dolly Parton pinball machine, Space Invaders, Ms. Pac-Man and more. Food is served by Junk Food (which

(continued on page 26)

atre’s website. 660 Peachtree St. NE, 855-285-8499.

n Zoo Atlanta. See the furry, feathery or scaly friends at Zoo Atlanta in a day of fuzzy fun. To get a preview of the sights, watch the Panda Cam, where website visitors can view twin giant pandas, Mei Lun and Mei Huan, with their mother Lun Lun. www.zooatlanta.org, 800 Cherokee Ave., 404-624-5600.

riders with a scenic view of downtown Atlanta. Located next to Centennial Olympic Park, this is an attraction close to both World of Coca-Cola and the Clean Show. 168 Luckie St. NW, 678-949-9023.

n Civil Bikes. For a rolling tour of a variety of neighborhoods, Civil Bikes brings together civil rights, history lessons and art viewing. If a tour isn’t of interest, the company offers bike rentals as well. 151 Sampson St. NE, 404-323-8754.

n Atlanta History Center. With

exhibits on the Civil War, folk arts and the 1996 Olympic Games, this museum is full of history and artifacts. Ticket prices include admission to the Margaret Mitchell House, which is the birthplace of Gone with the Wind. 130 West Paces Ferry Road NW, 404-8144000.

n Fox Theatre. Tour the Fox Theatre in 60 minutes, during which visitors learn about the theatre’s history and the famous Mighty Mo’, “the largest working Moller theatre organ in the world,” according to the the-

n High Museum of Art. This museum preserves an art collection of more than 14,000 works and is said to be “the leading art museum in the southeastern United States,” according to its website. April’s exhibitions include photography of Gordon Parks, Helen Levitt and Leonard Freed. 1280 Peachtree St. NE, 404-733-4444.

n Turner Field Tours. Turner Field, home of the Atlanta Braves since 1997, was originally built as Olympic Stadium. Baseball fans can visit the Braves Museum & Hall of Fame, Coca-Cola Sky Field, the press box, dugout and more. 755 Hank Aaron Drive SE, 404-6142311.

Purchasing an Atlanta CityPASS will grant tourists access to various points of interests, including the Georgia Aquarium. (Photo: Kevin C. Rose/Atlanta Convention & Visitors Bureau)

is exactly how it sounds), and a variety of cocktails are available for $5 and up.

Krog Bar is cozy with its wood walls and communal tables. Reviewers love its tapas and wine, earning it an 89% rating on Urbanspoon.

The Improv in Buckhead serves food and drink along with its comedy.

TripAdvisor also says that Fado, an Irish pub, and Hole in the Wall, a dance club, are also popular Buckhead bars.

In Phipp’s Plaza is Twist, a sushi and tapas treat with “high-energy drinks,” according to TripAdvisor.

MANY MUSEUMS

With multiple universities, including Emory University, Georgia Institute of Technology and John Marshall Law School, and nearly a dozen other colleges, this town is full of intelligence and research.

Museums also contribute to this culture.

Atlanta is home to a museum of paper, design, contemporary art, the Jimmy Carter Library and more.

There are many great museums to see, and for tourists hoping to see it all, the Atlanta CityPASS can help save some money.

n Shopping

n Buckhead Altanta. In this well-known Atlanta neighborhood is a mall that shares its name. The Buckhead Atlanta mall houses dozens of high-end designer stores such as Christian Louboutin, Helmut Lang, Hermes and Theory. 3035 Peachtree Road, 678-704-0900.

n Phipps Plaza. This Simon property features both clothing shopping and family entertainment in Buckhead. An AMC theater and Build-A-Bear Workshop can excite the children, while high-end stores such as Hugo Boss, Bottega Veneta and Fendi provide luxury for adults. 3500 Peachtree Road, 404-261-7910.

n Little Five Points. About two miles from downtown is Little Five Points, a commercial neighborhood. Known as a hipster neighborhood (ranked #16 in

The CityPASS is a booklet of admission tickets to five attractions, saving tourists 43% compared to regular box office prices, according to its website.

The pass allows entry to sites like Georgia Aquarium, World of Coca-Cola, Inside CNN Tour, Zoo Atlanta (or Center for Civil and Human Rights) and the Fernbank Museum of Natural History (or the College Football Hall of Fame). For more information, visit www.citypass.com/atlanta

GUIDED TOURS

For those who love such tours, Atlanta has plenty to offer.

Atlanta Movie Tours has multiple options for guides to the city. In a Gone with the Wind tour, an actor portraying author Margaret Mitchell tells tourists of her 20th-century Atlanta while aboard a luxury coach.

Because Atlanta is the site of many horror flicks, two zombie tours are also available. Just a few of the films and TV shows mentioned are Zombieland, The Walking Dead, and The Vampire Diaries

To learn more, visit www.atlantamovie tours.com or call 855-255-FILM.

Another destination is the Atlanta BeltLine, a former railway hub transformed into a park and transit space. According to

the BeltLine website, the space connects 45 neighborhoods.

Walking, bus and bike tours are available for education about the history, projects and art involved with this space. Visit www.beltline.org for more information.

NIFTY NEIGHBORHOODS

There’s more to Atlanta than downtown. With popular shopping districts and hot spots for wining and dining, exploring outside the “main drag” can be an opportunity for unique memories.

Midtown, along Peachtree Street, is where the arts thrive. With the Fox Theatre, Woodruff Arts Center, Museum of Design Atlanta and Savannah College of Arts and Design, there’s plenty to see. Piedmont Park hosts festivals throughout the year.

Westside brings a young Georgia Tech crowd to destination dining spots. Toprated kitchens bring top-rated food to the tables of this loft community.

Buckhead, an affluent neighborhood north of downtown, is most famous for its shopping. Mansions abound here, and luxury shopping is ample. Home of the Atlanta History Center and Governor’s Mansion, this area is also full of local history.

Warehouses frame Castleberry Hill, a

Scott carries shiny pieces for a variety of style tastes. Many pieces run less than $100, making great gifts or new pieces for a jewelry collection. 3400 Around Lenox Road NE, Suite 216, 404-900-5362.

n Henry & June. This boutique allows customers to sip coffee before perusing racks of typically monochromatic clothing. Independent and local designers are featured in this store, which carries items priced $300$700. 784 North Highland Ave. NE, 470-355-9751.

Forbes as America’s Best Hipster Neighborhoods), this district has not just shopping, but entertainment and dining. Along the 1000 block of Euclid Ave. NE.

n The Mall at Peachtree Center. In this three-tiered mall is a shopping destination of more

than 60 specialty shops and six restaurants. Located in downtown Atlanta, this mall is convenient for those staying in the city. 231 Peachtree St. NE, 404-654-1296.

n Kendra Scott. For a colorful jewelry experience, Kendra

n fab’rik. For a more affordable option, this store features “high style without attitude or sticker shock,” according to its website. Most items are less than $100, and stylists are available for scheduled shopping. 3400 Around Lenox Road, 404-816-6221.

Atlanta’s Little Five Points neighborhood is east of downtown, and features a tavern, cafes and various local shops all within less than a mile. (Photo: James Duckworth/Atlanta Convention & Visitors Bureau)

An Open Letter to Store Owners

What is keeping you from significantly saving on utilities and boosting your revenue? The simple answer is that you have not upgraded to Huebsch® equipment.

As the economy rebounds, it is understandable you may be hesitant to make a replacement investment. I challenge you to look beyond this cost, as selecting durable and efficient commercial laundry equipment can actually save you money and make you more money at the same time.

OLYMPIC-SIZED UTILITY SAVINGS

If you are one of the 64 percent of owners who, according to a recent “American CoinOp Your Views” survey, worries “utility costs will continue to rise,” I want you to take a moment and imagine saving $5 each day on utilities.

extractors is eBoost™ technology. The advanced inverter drive technology and improved cylinder and sump system design uses 33 percent less water per cycle than “Competitor X” models, and reduces non-wash water below the cylinder.

Additionally, Galaxy’s patented Water Guardian leak detection and slow drain detection monitor for leaks in the drain and fill valves, eliminating wasted water and resources. The advanced control system’s 30 programmable water levels let customers experience the best wash results at the lowest expense to you.

REVENUE BOOSTERS

“ With the water saved by replacing with Huebsch, you could fill one-and-a half Olympic-sized pools and still have 93,320 gallons to spare. ”

By merely replacing 10 “Competitor X” 30-pound washer-extractors with similar Huebsch models featuring Galaxy™ 600 controls, you could experience $1,736.96 in utility savings each year.

Furthermore, during a seven-year span these Huebsch models can produce water savings of more than one million gallons. With the water saved by replacing with Huebsch, you could fill one-and-a half Olympic-sized pools and still have 93,320 gallons to spare. It is not an exaggeration to say you will be swimming in savings.

How are these savings possible? One of the most efficient features on Huebsch washer-

Sincerely,

Equipping your store with an advanced control system is one of the best ways to take charge of your revenue and provide customers with more choices for their laundry. Galaxy 600 comes standard with multi-level vend pricing, time-of-day pricing and “Extra Wash” and Extra Rinse” green cycle modifiers. The control system of “Competitor X” offers multi-level and time-of-day pricing through an upgrade package, with no option of green cycle modifiers.

One of our knowledgeable Huebsch distributors recently conducted an independent study to prove the value of these modifiers. The distributor reported the “Extra Wash” feature was used by customers more than 18 percent of the time. Additionally, he noted the higher the washer-extractor’s capacity, the more frequently the modifiers were selected. By not providing customers with additional wash options, you are missing out on sizable revenue opportunities.

CUSTOMER SATISFACTION

The benefits of upgrading equipment go beyond utility savings and increased revenue. According to a recent survey by the Coin Laundry Association, 50 percent of laundromat owners who experienced business growth attribute it to their new equipment. Outfitting your store with efficient and stateof-the-art equipment shows an investment in your business to current clientele and can also help attract new customers.

FINANCING MADE SIMPLE

If you think upgrading equipment is out of the question due to lack of capital, you may be wrong. With industry-leading, laundryfocused financing from Huebsch Financial, new Huebsch equipment could be yours for just dollars per day per machine. These payments could easily be covered by the energy savings and additional revenue that come from investing in new equipment.

Does the ability to save tens of thousands of dollars in utilities and adding revenueproducing features intrigue you? With 77 authorized Huebsch distributors in North America, it is easy to get the most efficient commercial laundry equipment and service.

LEARN MORE

Want to see how much you

Kathryn Q. Rowen Huebsch North American Sales Manager

space bustling with art galleries, wine bars and tapas lounges, according to the ACVB. This neighborhood, which is west of downtown, brings art-minded citizens to their art walks, which are on the second Friday of each month.

Little Five Points, located east of downtown, has theaters, a tavern, coffee shop, shopping and a park that are all within less than a mile. This typically hipster neighborhood is a destination for vintage finds and live music.

The Sweet Auburn District, a previous center for African-American commerce,

houses the Dr. Martin Luther King Jr. National Historic Site, where visitors can learn about this influential figure of peace. Bakeries and a curb market, which was established in 1928, bring fresh food to this district.

SURROUNDING SIGHTS

If the big city isn’t your cup of tea, or if you’re looking to explore other areas of Georgia once Clean 2015 has concluded, rent a car for these day trips around the state.

Driving an hour-and-a-half from Atlanta

n Clean Show Exhibitors Added

n ATLANTA —The following companies and organizations reserved exhibit space in the Georgia World Congress Center for Clean 2015 during the 30 days ending March 13, according to show manager Riddle & Associates.

At press time, the total number of exhibitors stands at 425 (see our March issue for our first list); it’s possible that more exhibitors will be added in the final weeks leading up to the April 16-19 event.

Where available, the descriptions of products and/or services provided here are general in nature and should not be considered all-inclusive.

Listings are subject to change without notice. Check www. cleanshow.com for any updates.

n A13 Srl 432

Pads and covers for ironing tables, presses and steam formers.

n Ace Heating 4057 Solutions LLC Boilers and commercial water-heating products.

n Ackuritlabs 554

Anti-scale system designed to protect piping systems and equipment.

n Adco Professional 3265 Products LLC Specialty cleaning chemicals, stain removal agents, detergents, filtration, boiler treatments and solvents used in drycleaning, wetcleaning, shirt laundry, commercial laundry, hospitality, janitorial and institutional cleaning

applications.

n American 3568 Associated Companies Sheets, towels, table linen, healthcare garments, laundry bags and aprons for the linen rental industry.

n American Chillers 4150 & Cooling Tower System Chillers and cooling towers for dry cleaners.

n American Express 4117 Open Small-business credit cards.

n Bowoo Co. LTD 3969 Ironer felt pads, guide tapes, and belts for feeders and folders.

n Car-Mel Products 761 Brand identification for apparel, home fashions, uniforms, institutional wear, and hospitality.

n Daimler Truck 3557 North America LLC Premium stripped-rail chassis for the medium-duty pick-up and delivery markets.

n Delivery.com 652 Online ordering system for laundry and drycleaning providers.

n Eazy Clean 4053 Technologies Hydrocarbon drycleaning machines.

n EZ Tag Inc. 4115

n Hangers Direct 4111 Div. of International Hangers

n Hydro Systems Co. 441

to Athens, Ga., is worth the trek. At the home of the University of Georgia, city tours and live music are classic go-to’s. Downtown features Victorian architecture and unique shopping experiences.

Cable cars, train rides and adventure courses, oh my! Only a 30-minute drive from Atlanta is Stone Mountain. The attraction’s many activities celebrate the wonder of this mountain and its three-acre relief sculpture. There’s even a laser show in the base’s natural amphitheater. Visitors can stay in one of multiple hotels or pitch a tent in its campgrounds. ACO

Chemical dispensing equipment designed especially for the commercial and industrial laundry market.

n IPA 4225 Automated scrub suit and linen dispensing equipment for acute care hospitals.

n Isuzu Commercial 4133 Truck of America

n Italia Service SRL 561

n Kleen-Rite Corp. 444

n Kleen-Rite Inc. 4070 Solvent filtration purification systems for dry cleaning.

n Lapauw USA 3756 Flatwork finishing equipment, washer-extractors, garment finishing tunnels, cart washers, and more.

n Liberty Computer 3956 Systems Point-of-sale systems for dry cleaners.

n My Shoe Hospital 445

n Naomoto Corp./ 4148 Apparel Machinery & Supply Co. Irons; self-contained vacuum and up-air tables; boilers; and other specialty pressing and finishing equipment.

n Oreck Commercial 4126 Sales

Commercial floor care products, including vacuums and accessories.

n Otto Trading Inc. 544

n Polartec LLC 757 Performance textiles, includ-

ing healthcare blankets.

n Port-A-Cool LLC 4159 Portable evaporative coolers.

n Roadnet 4210 Technologies Fleet management solutions.

n SEKO Dosing 4049 Systems Corp. Cleaning and hygiene dosing equipment, including OPL-based systems.

n Sintex 2970 Cut-and-sew fabrics for the hospitality market.

n Smart Step 4124 Therapeutic Flooring

n Steam King 4160 Irons, iron shoes, steamers, mini boilers and finishing boards.

n Technische 653 Textilien Lorrach GmbH & Co. KG

Ironer pads, ironer belts/ ribbons, feeder/folder bands, ironer tapes and related accessories.

n United States 4261 Capital Corp.

n Voss Laundry 4121 Solutions Flatwork feeders and folders, and washers and dryers.

n Western Textile 413 Healthcare Inc. Reusable incontinence products.

n Zerowaste 4152 Wastewater treatment systems for dry cleaners.

Large-CapaCity Dryers

AMERICAN DRYER CORP.

American Dryer Corp. (ADC) offers laundry operators three large-capacity dryers with its AD-78, AD-80i and AD-115 models.

The AD-78 75-pound dryer features radial airflow and a drum diameter of 44.5 inches. The dryer provides for “thorough drying and full-cycle pricing” and makes it easy to load and unload large, bulky items, the company says. A reversing tumbler prevents “balling” and “roping” of larger items, like sheets and towels.

The AD-80i 80-pound dryer is the latest offering from the company’s “Intelligent Dryer” series. The unit features a fully insulated cabinet; single-phase reversing; stainless

MAYTAG

The 75-pound-capacity Energy Advantage™ dryer from Maytag® Commercial Laundry is the “most energy-efficient” multi-load dryer in the company’s lineup, Maytag says, featuring 100% axial airflow for “faster dry times.”

The machine’s solid basket design, along with its tempered glass door, help keep warm air in the dryer pocket, forcing more heated air through the load to reduce energy use, the company adds.

Dry fire suppression and a reversing basket are standard features.

The reverse-tumble feature reduces dry times on large items, like sheets, blankets and comforters, Maytag says, by “constantly reopening/de-tangling the larger, bulky items.”

cabinet and basket; two-point roller support system; energyefficient trans-axial, pre-heated airflow system; and a simplified inverter drive that reduces parts and maintenance, according to the company.

The AD-115 is the largest vended dryer from the company, with a capacity of 115 pounds. Standard micro controls and reversing basket, along with a large-capacity lint drawer, complement the heavy-duty pulley drive system. www.adclaundry.com 508-678-9000

The Energy Advantage drying tumblers are ergonomically designed, featuring controls with a countdown display.

Multilingual readouts make it easy for a variety of customers to operate the machine, the company adds.

The dryers are backed by the Maytag Commercial Laundry five-year limited warranty—all parts covered.

www.maytagcommerciallaundry.com 800-662-3587

ith up to 83 pounds capacity, Wascomat commercial coin dryers—distributed by Laundrylux—have features designed to save store owners money and increase profits.

Wascomat single-pocket dryers display two languages and feature the Compass Pro controller, which allows for program selection, diagnostics and custom programming for larger items.

Wascomat has a “long heritage of reliability, value and solid performance,” according to the company, as there are 40-year-old Wascomats still working in laundries today.

Its Gen 7 line “[delivers] powerful results and tremendous savings,” the company adds. www.laundrylux.com 800-645-2205

The model M115 largecapacity dryer from Milnor provides “gas-saving, fastdrying performance” for coin laundries of any size, the company says, delivering “high performance and dependability” in a small footprint.

With a 115-pound capacity, the dryer also features high airflow and heat input levels, which Milnor says provides customers with fast dry times.

The dryer can be programmed to be either coin- or card-reader compatible, and a large door provides for easy loading/unloading of garments by customers.

Service access to the dryer is easily made through the front or the rear of the unit. www.milnorcoin.com 800-469-8780

he HT075 75-pound tumble dryer from Huesbch provides vended laundry store owners the ability to “create an appealing environment while increasing revenue,” the company says.

The HT075 features the company’s Galaxy 600™ control system, which allows operators to modify the dryer’s cycle, temperature, price and time, as well as manage peak customer usage with customizable time-of-day pricing, according to the company.

The machine’s heater box, combined with a concentrated airflow pattern, also helps to lower utility usage and to “get satisfied

customers out the door quickly,” according to Huebsch.

The company adds that the system is completely programmable from an Internetconnected computer, allowing store owners to remotely manage their business.

The HT075 is now available in three control-panel overlays (called Cityscape, Citron and Slate), and is also available in a Halo chrome door-ring option and a polished chrome door handle, allowing store owners to customize the machines to their store’s look.

www.huebsch.com 800-553-5120

SPEED QUEEN

Speed Queen’s ST075, a 75-pound tumble dryer, is equipped with the company’s Quantum® technology and various features, which the company says give store owners “complete control” of their business while “maximizing turns per day and profitability.”

The tumble dryers feature an axial airflow pattern, providing for faster dry times, allowing store owners to increase turns per day and revenue, according to the company.

Operators will not only receive more quarters per hour with an efficient, large-

DEXTER

Dexter Express T-80 dryers have a capacity of 80 pounds, helping customers process large amounts of laundry, the company says.

The dryers have undergone “rigorous testing,” and are designed to offer “maximum speed and efficiency,” according to Dexter.

The units are powered by DexterLive controls and come with free access to DexterLive.com, the company’s web application, which helps store owners customize equipment for “maximum revenue generation,” as well as track and manage business remotely.

The machine comes with lifetime technical support and a five-year limited warranty.

A 100% employeeowned company, Dexter Laundry Inc. offers a lineup of frontloading washers and dryers made in America. The company is headquartered in Fairfield, Iowa.

www.dexter.com 800-524-2954

capacity dryer, they will also see more profit through lower energy bills, Speed Queen adds.

The Quantum technology provides store owners with customizable cycle modifiers, with the added benefit of tailored vend prices, which the company says ultimately helps operators reduce utility costs while increasing revenue.

The Quantum controls can also be wirelessly networked to monitor and program machines remotely.

www.speedqueen.com 800-590-8872

ELECTROLUX

Electrolux Professional’s line of large-capacity dryers—distributed by Laundrylux—come in capacities of 75 pounds and up, and feature “‘green’ engineering, cost savings, easy operation and years of low maintenance.”

Pairing with the company’s high-G-force washers allows for increased load capacities, faster drying, less wear and tear on garments, lower energy consumption, and time savings, the company adds.

Electrolux dryers come standard with the company’s exclusive Compass Pro feature, which allows operators to customize and diagnose programs, while a real-time clock allows for time-of-day pricing and promotions.

Also standard is the company’s “Eco Power” technology that automatically lowers the dryer’s temperature upon determining when garments are dry.

A reversing drum “minimizes tangling and wrinkling,” while a “best-in-class” lint screen allows for easy lint clean-up, Laundrylux says.

www.laundrylux.com 800-381-7222

CONTINENTAL GIRBAU

ontinental Girbau’s 75-poundcapacity ExpressDry® tumblers dry garments using fewer Btu per load, the company says, and are able to dry large loads and bulky items, like comforters, sleeping bags and rugs.

The unit is engineered for “simple installation, efficiency and unrivaled reliability” and complements Continental’s selection of large-capacity washerextractors, the company says.

ExpressDry tumblers feature cylinders with oblong perforations, rather than round perforations, which the company says prevents rounded items (like screws and nails) from catching in the holes and causing dryer damage.

The company adds that the machines are simple to install and operate using a 120V/15amp breaker.

The tumblers feature a programmable control, allowing laundry owners to manage cycle time, temperature, cooldown, time-of-day pricing, customer bonus cycles, and more, while a reversing option can reduce wrinkles, according to the company.

ExpressDry features dual motors; durable kick plates, cart bumpers and door bars; as well as oversized doors constructed of “premium steel and secured with heavy-duty hinges.”

Cylinders feature stainless steel, mirror-polished back plates to reduce linen wear and support durability, the company adds.

ExpressDry tumblers are backed by a three-year ContinentalCare™ factory warranty. www.continentalgirbau.com 800-256-1073

RISING Managing

Water Cost & Wage Increases

Illinois Coin Laundry Association tackles issues during recent group meeting

By Carlo Calma, Editor

Overhead costs are among the many aspects of running a business that many vended laundry owners and operators grapple with on a regular basis.

This challenge has become even more difficult to manage in recent times, as the cost of minimum wage and utilities, specifically water/sewer, has increased for many vended laundry operators.

To help tackle these obstacles, Brian Wallace, CEO and president of the Coin Laundry Association (CLA), facilitated a lunchtime roundtable discussion titled Managing Rising Water Cost & Wage Increase during the Illinois Coin Laundry Association’s (ILCLA) recent membership meeting at The Remedy Pub in Oak Brook Terrace, Ill.

Though the meeting focused on wage and water increases specific to operators in the Chicagoland area, Wallace and several members of the ILCLA discussed best practices that store owners across the nation can employ in their own businesses.

RISING MINIMUM WAGE

The discussion of rising minimum wage

has become a hot-button topic, as more and more states and local municipalities have raised wages above the federal level of $7.25.

As of the start of the year, 20 states have raised their minimum wages above the federal level, according to the National Employment Law Project.

Several cities have also implemented their own raises, as well, including Chicago, whose minimum wage will increase to $10 per hour in July, and then eventually to $13 per hour by 2019, under an ordinance approved by Chicago’s city council and Mayor Rahm Emanuel in December.

At the national level, states like Connecticut, Oregon, Vermont and Washington will have minimum wages well above $9 per hour in 2015.

MORE TRAINING, MORE VALUE

With these implementations, operators may have already begun to consider ways they can offset these rising wages.

“Some of that focus ought to be how do you get more value out of these employees that you’re now spending more money on,” says Wallace. “I think it’s a reality of how are you going to maximize that investment,

which is now a larger investment?”

Reaping greater value out of investing in employees, according to Wallace, goes back to an operator’s training and hiring processes.

“It really becomes incumbent upon the typical operator’s training, especially with ongoing development,” he says.

While some operators will work a couple of shifts training their attendant, Wallace urges them to do more.

“I think most would probably admit that there’s more that could be done from a training and development standpoint, even with, generally speaking, low-wage, lowskill workers,” he says.

“A lot of it comes back to … better training, better screening on the front end and more of an engagement with the employee beyond that typical ‘work a shift or two, shoulder-to-shoulder’ then [turning] them loose.”

In addition to refining training processes, Wallace proposes leveraging current technology available as training tools, such as remote management devices.

“Those are some things that may or may not be at your fingertips, but I’m seeing some people do some creative things

Coin Laundry Association CEO and President Brian Wallace (standing) recently led a discussion during an Illinois Coin Laundry Association membership meeting on what store owners and operators can do to cope with rising water costs and the rising minimum wage. (Photo: Carlo Calma)

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with smartphone technology [to] make sure that we’re asking [employees] to do the things that we need for them to do.”

VALUE IN THE EYES OF CUSTOMERS

With rising employee wages, among other overhead costs, operators may soon have to re-evaluate their vend pricing strategies, according to Wallace.

“Certainly, many may reach the conclusion that they need to change their vend price to cope with [rising wages and utilities],” he says. “The value proposition with the customer … is how do you justify that increase?”

This challenge runs rampant with many operators across the country, according to Wallace, who cited a CLA survey that asked laundry consumers to rank nine characteristics of a laundry, in terms of importance.

“‘Having an attendant’ ranked toward the very bottom of that list, which kind of struck me as counterintuitive,” says Wallace. “If you’re attended, you can take better care of customers.”

Several members agreed that having a well-trained, helpful attendant can help customers understand an operator’s decision to raise vend prices to be able to afford having the attendant on staff.

“I know when I’m traveling, when I pop into a store, [I wonder] is the attendant hiding? Are they on the phone? … Or, are they coming to the door to greet you? … You could tell right away the level of training, typically, when you walk into any laundry. That’s just an example of trying to have that value translate to the customer,” Wallace says.

‘PERPETUAL HIRING’

Though some states and municipalities have yet to explore/implement minimumwage increases, Wallace explains that, according to CLA studies, the association’s “most successful operators” are already paying the highest wages.

“Does this mean that the person you’re already stretching to pay $11 or $12 mean that you’re going to need to pay them $15? Because all of a sudden now, they’ve become a little bit more marketable,” says Wallace.

He also acknowledges that employee turnover is common in the industry. To combat this, he urges operators to practice “perpetual hiring.”

“With the wages set to go up, that might

be just a good a time as any to be taking applications,” says Wallace. “You may have somebody that you’re more than happy with at $8.25 but you’re not going to be happy with that same person at $10, and so, maybe it’s time to turn over.”

RISING WATER, SEWER RATES

Vended laundry operators are continually plagued with rising water and sewer costs.

For example, the City of Chicago raised rates in 2012 by 25% to $2.51 per 1,000 gallons, and by 15% each year after, to its current rate at $3.81 per 1,000 gallons. Store owners are “better off planning for persistent increases” larger than expected, Wallace explains, particularly as sewer and freshwater infrastructure projects are continually explored by organizations like the Environmental Protection Agency and the American Water Works Association.

“Us retail commercial rate payers tend to pay the gist of it, so it becomes a simple, not-easy-to-execute, but simple formula of using the least amount of water you can and still deliver a quality wash, and making sure that you’ve got vend price strategy in place that can accommodate those increases over a period of time,” says Wallace.

OVERCOMING THE TIDE

So what can operators do to cope with these rising water and sewer costs? He suggests operators look to technology.

“I happen to think that … alternative payment system options is one of the things you ought to consider in that calculus, of being able to move up on price on a more regular basis,” says Wallace.

“We’ve got to do better than raise our prices every four, six, eight, 10 years,” he adds. “[Alternative payment systems] have the potential to play a big role in your ability to execute on that strategy. You’re moving up [prices] as you need to move up, and not be, necessarily, tied in with the quarter increments.”

Wallace also advises operators to consider energy-efficient equipment, particularly for those looking to re-equip their stores.

“Most people who call me to talk about solar, recycling, geothermal, all kinds of alternative energy … almost always that’s an operator who simply needs new washers, new dryers and a new water heater,” he says. “They’re trying to find a shortcut, whereas the re-equipping of that store

is going to give the 30-40% gain in efficiency.”

“What some folks are understanding is that, if they don’t think they’re in it for the long haul, they don’t think they’re going to be able to swing the inevitable capital investment of that store,” adds Wallace.

“[Bring] that question [of re-equipping] to a head sooner than later … be deliberate, and [making] that decision one way or the other is going to be the best thing for your financial future.”

CONSIDER COMPETITION

One other factor to consider, as it relates to rising utilities cost, is what competition is charging, particularly for store owners who operate near multi-housing units that provide washers and dryers for its residents, according to Wally Makowsky, industry veteran and ILCLA member.

“I think the [operators] that have to worry about raising prices are the ones that are around apartment buildings that have route operators,” he says.

Wallace added to the topic, saying, “I think the biggest issue there [is it] gets back to differentiation and the fact that the route operators each have different pricing strategies.”

He also alerts operators to be mindful of the “widespread remodeling and upgrading” of apartment laundry rooms with larger equipment.

“What it’s doing is giving that renter less reason to leave and go use your retail facility. I think that’s the part to be concerned about,” says Wallace.

“Increasingly, our most significant competitor is getting better,” he adds. “Your retail competitors are generally getting better, but more importantly, your route operator competitor is getting much more sophisticated.”

‘CORE BUSINESS’

Despite the hurdles operators face in running their business, Wallace advises them to sell the service that’s at the heart of a coin laundry business.

“We’re in an industry that doesn’t do a lot of marketing and advertising, anyway, but we’re certainly the only industry that, in the course of the marketing, doesn’t promote our core service,” he says. “We never talk about cleaner clothes, and getting people’s clothes clean, and I think that’s a real miss.”

“That’s what we should be good at, that’s what we should be promoting to the customer,” he adds.

“We almost never talk about it. We talk about price, we talk about capacity, time savings and convenience, but we should also be talking about clean clothes.” ACO

“With wages set to go up, that might be just a good a time as any to be taking applications.”

— Brian Wallace, CEO, president, CLA

ProPerLY HandLinG Customer ComPLaints

You have a partially unattended store that has a box for complaints.

One night, a customer scribbles down that she lost a dollar in a machine. Your attendant comes in the next morning. Around noon, he looks in the complaint box and sees the complaint form. He scoffs and returns to his usual work.

At the end of his shift, he retrieves the complaint again, but reasons that the sum is such a small amount of money that the customer won’t remember it.

On his way out, he tosses the form in the wastebasket.

In another attended store, a customer complains to the attendant that her child cut herself playing in the backyard.

The attendant looks at the child’s wound, retrieves a bandage and hands it to the mother.

With an air of grievance, he says to the mother, “You should always supervise your child. It isn’t our responsibility,” and he walks away.

These two incidents reveal weakness in responding to complaints. In the first incident, the customer wasn’t taken care of and might decide never to return.

The customer might say to herself, “They didn’t even get back to me. They surely do not value their customer, so I guess I’ll go to the Laundromat on Stuart Avenue.”

In the second incident, the mother might be offended by being criticized. Secondly, no effort was made to find out how the child injured herself. There could be something dangerous lying in the backyard.

Every operator should have a complaint procedure. It is not sufficient to expect all attendants and staffers to handle complaints.

As these examples show, such situations aren’t always handled in the correct manner.

COMPLAINT FORMS

Nobody likes paperwork, but there should be a mandatory complaint form, which goes to you. That way, you have control over all complaints, and you can follow up to see that the customer is satisfied.

It is also a way for you to keep your finger on the pulse of your business.

One “Laundromateur” says: “Complaint forms are my eyes and ears of the company. I learn what’s happening at each store. I get a sense of staff commitment. I find out what customers think of our operation.”

The complaint form should be as simple as possible. A 5-by-8-inch scratch-pad size will do. Include date, name of customer, situation, resolution (what is done to resolve the problem), and customer’s phone number.

Five or six lines are all that’s necessary. The customer might be encouraged to fill out the form, but if he/she doesn’t want to, the attendant fills it out. The form should be placed in a box, where you can find it.

Your hands-on staffers will probably not be enthusiastic, so you will have to come up with a rationale about its importance.

The answer is this procedure prevents complaints from slipping away. That’s because you receive the complaint, examine the contents and, often, follow up with a phone call.

“Hello, Mrs. Manfriedi. I see you lost $1.50 in the dryer. My attendant, Carlos, said he reimbursed you, and then fixed the machine so that it won’t happen again. I just want to apologize for the aggravation.”

If Mrs. Manfriedi is not in and you reach the answering machine, leave the same message.

Mrs. Manfriedi will receive the message, and if the report isn’t accurate, she will surely get back to you. If it is accurate and the complaint was resolved, she will be pleased that you cared enough to follow up.

COMMITTED TO SERVICE

One purpose of having the procedure is to ensure that attendants are doing their job. Another purpose is to demonstrate follow-through.

Customers don’t like to be bothered, but if they had a problem, they are pleased that it was noticed by management.

A final purpose is to show your staff that you are committed to providing excellent service.

You want zero dissatisfied customers. But what if a staffer doesn’t write a complaint report? Doesn’t that defeat the procedure?

Yes, unless you become aware of a problem that was not reported, and then you can lean into the staffer

Howard Scott

who should have known better.

Furthermore, you can periodically spot-check this employee by dropping in on his shifts and listening to what’s going on.

Maybe the staffer is not right for your operation, and needs to be replaced. Or maybe with some re-education, he can be rehabilitated.

‘MAKE THE CUSTOMER HAPPY’

If you operate an unattended store, then you must have a complaint box.

Make it visible and accessible. Perhaps paint the box a bright color, labeling it “Complaint Box.”

Above-the-box signage is most important. Something like this will do: “If we displeased you in any way, please fill out a complaint form. We definitely will respond and see that the issue is resolved. This is our way to keep a satisfied clientele.”

Your job, then, is to regularly check the complaint box and respond to all the complaints.

Basically, you want to make the customer happy.

For instance, a customer complains that they lost $2.25 in one of the washers. You check the money slot and find that it is working.

You have a predicament. You can say, “I checked the machine, and it is working fine and I can find no unaccounted coin problems.”

Or, you can say, “I checked that machine and it worked fine, but to keep you happy, I have enclosed the money in this envelope.”

As a goodwill gesture, I would reimburse the customer the first time it happens, but be stricter on successive complaints. Either way, you are responding to complaints, and that is a good thing.

KEEPING TRACK

Keep track of your complaints and their resolutions in a complaint notebook.

Such recordkeeping will aid in maintenance planning and in handling future complaints.

Over time, you develop a better understanding of customer mentality, and it will enable you to better satisfy the customer.

One can’t be too organized. Getting organized with complaints is part of the larger picture that says “success.” ACO

Howard Scott is a long-time business writer, small-business consultant, and author of four books.

Spring brings calendar full of open houses, service schools

The arrival of spring can only mean one thing for self-service laundry operators—a calendar full of opportunities to attend distributor special events, open houses and service schools.

Here is a brief rundown of events from the American Coin-Op calendar through May 14. Call, or visit the website listed for registration information. In many cases, space is limited.

APRIL

April 1 — Statewide Laundry Equipment Open House, Hialeah, Fla.; 800-432-1014, www.statewideusa.com

April 2 — KeeWes Equipment Company Open House, Kansas City, Mo.; 800-3839274, www.keewes.com.

April 2 — Sav-A-Day Laundry Machinery New Investor Seminar, Maryland Heights, Mo.; 800-489-WASH, www.sav-a-day.com.

April 2 — Uniwasher Inc. Open House & Coin Show, Hialeah, Fla.; 305-883-2305, www.uniwasher.com.

April 8 — Star Distributing Open House/ Service School, Nashville, Tenn.; 800-8977570, www.stardistributing.com

April 9 — Star Laundry Equipment LLC

Open House & Service School, Atlanta; 404550-8055.

April 11 — CESCO Equipment Open House & Sales Event, SeaTac, Wash.; 206824-9055, www.cescoequipment.com

April 11 — Coin-O-Matic Service School, Alsip, Ill.; 708-371-9595, www.coinomatic. com.

April 15 — Connecticut Laundry Equipment Open House & Sales Event, Norwalk, Ct.; 866-971-1010.

April 21 — AC Power Service School & Open House, Trevose, Pa.; 800-362-1900, www.acpowerco.com.

April 23 — Coin-O-Matic Open House, Joliet, Ill.; 708-371-9595, www.coinomatic .com

April 28 — Laundrylux Level II Service Seminar, Inwood, N.Y.; 800-645-2205, www.laundrylux.com MAY

May 4 — Alco Washer Center 13th Annual Equipment Show & Service School, Mars, Pa.; 724-658-8808, www.alcowasher. com

May 5 — Nelson & Small Coin Laundry Trade Show, Westford, Mass.; 800-2583570, www.danielsequipment.com.

May 6 — Star Distributing Spring Show, Knoxville, Tenn.; 800-897-7570, www.star distributing.com

May 7 — Equipment Marketers Trade Show & Service Seminar, Cherry Hill, N.J.; 800-223-1376, www.equipmentmarketers. net/register

May 7 — Star Distributing Spring Show, Chattanooga, Tenn.; 800-897-7570, www. stardistributing.com.

May 9 — Coin-O-Matic Service School, Alsip, Ill.; 708-371-9595, www.coinomatic. com.

May 13-14 — Continental Girbau West Conference of Champions Profit Symposium, Santa Fe Springs, Calif.; 866-950-2449, www.cg-west.com/symposium

May 13 — Statewide Laundry Equipment Investment Seminar, Hialeah, Fla.; 800-4321014, www.statewideusa.com

May 13 — Statewide Laundry Equipment Investment Seminar, Orlando, Fla.; 407-4259274, www.statewideusa.com

May 14 — Hermes Equipment Open House, Bloomington, Ill.; 800-851-9939, www.hermescommerciallaundry.com. Check the AmericanCoinOp.com calendar periodically for updates/additions. ACO

newsmakers

ContInentAL GIRbAu West nAmes soRensen VICe PResIdent Continental Girbau West (CG West) has named industry veteran Tod Sorensen its new vice president.

Sorensen has more than 20 years of experience related to distribution, management, and on-premise, industrial, route and vended laundry development.

For the past five years, he served as regional sales manager for Continental in the Western United States and Canada, and will continue serving in this role, in addition to his new position, according to Joel Jorgensen, Continental vice president of sales and customer services.

“Tod has done an excellent job supporting our distribution network and customers,” says Jorgensen. “He knows a good deal about the Southern California market and brings applicable management experience to his new position.”

“Together with the CG West team, I hope to work more closely with our customers and the local Coin Laundry Association,” says Sorensen.

In his new role, Sorensen will work to broaden the presence of CG West within Southern California laundry markets, as well as strengthen its vended and on-premise laundry service schools, and grow the company’s annual vended laundry Profit Symposium events, according to CG West.

During his career, Sorensen served seven years as a sales representative/district trainer for Schering-Plough Corp., a pharmaceutical company headquartered in Kenilworth, N.J. He also has 16 years of experience with a variety of laundry industry companies.

HuebsCH nAmes tennessee’s PAteL stoRe oWneR of QuARteR Huebsch has named Raj Patel, owner of Speed Coin Laundry, Murfreesboro, Tenn., its latest Store Owner of the Quarter.

In 1995, when he was 14 years old, Patel emigrated from India with his family to California, with just $500 to their name. The family soon moved to Chattanooga, Tenn., investing their savings in a convenience store and gas station.

After seven years of owning the establishment, the family then moved northwest to Murfreesboro, where they purchased Marathon Discount Tobacco, an eight-pump gas station and convenience store. The family made the adjoining storefront into a liquor store.

But when that store wasn’t bringing in the revenue Patel had hoped for, he sought out “a more sustainable and profitable, yet somewhat hands-off, investment,” Huebsch says.

His search led him to the vended laundry industry and his region’s authorized Huebsch distributor, Nashville-based National Laundry Equipment.

Patel was able to receive a business loan from Huebsch Financial, also relying on his distributor’s support and expertise

throughout the renovations and the installation of 36 machines.

Among store updates was the addition of a doorway that connects the convenience store to the Laundromat.

Patel opened Speed Coin Laundry in July 2014, and the addition of the doorway has proven to be beneficial, according to Huebsch. Convenience store customers learn about the Laundromat for future use, while Laundromat customers patronize his convenience store for snacks while they wait on their laundry.

“Mr. Patel’s success over the past 20 years is inspiring,” says Kathryn Rowen, North American sales manager, Huebsch. “From having essentially nothing when his family immigrated to the United States, to now owning multiple successful businesses, he emulates the American dream.”

Patel already has his sights set on owning multiple Laundromats: “I already have the ideas and the support system—it’s only a matter of time.”

usAt ImPLements suPPoRt foR APPLe PAy mobILe PAyments USA Technologies (USAT) has implemented a nationwide rollout of new acceptance points for Apple Inc.’s Apple Pay mobile payment system, USAT reports.

The move adds approximately 200,000 acceptance points to the “growing list” of locations supporting Apple Pay, bringing the mobile payment service to operators of vended laundry equipment, among other self-serve appliances.

“Our customers are excited to accept Apple Pay at the self-serve locations they operate,” says Stephen P. Herbert, chairman and CEO of USAT. “We anticipate that the millions of consumers who frequent these locations will appreciate the convenience and security of using Apple Pay for their everyday purchases.”

Apple Pay users add a credit/debit card on the app. Actual card numbers are not stored on the device, nor on Apple’s

Instead, a unique “Device Account Number” is “assigned, encrypted and securely stored” in the “Secure Element” on the user’s device, according to USAT. Transactions are authorized with a one-time “unique dynamic security code,” instead of using the security code on the back of the original debit/credit card. aCO

servers.

(From left) J.D. Dixon and Jon Pell of National Laundry Equipment, a Nashville-based Huebsch distributor, helped Speed Coin Laundry owner, and the newest Huebsch Store Owner of the Quarter, Raj Patel in converting the storefront adjacent to his gas station into a vended laundry. (Photo: Alliance Laundry Systems)

Sorensen