American Coin-Op -December 2019

“Tap and Go” (Contactless) payment has become the preferred way to pay in Europe, Canada, South Korea and Australia, and the US is finally catching up.

Visa expects more than 100 million contactless cards will be in the hands of American consumers by the end of 2019 and they are currently accepted at 78 of Visa’s top 100 merchants. With SpyderWash, customers simply hold/tap their credit card a few inches from the card reader, and the vend is satisfied.

SPOTLIGHTS ON SUCCESS

A number of vended laundry projects are completed around the country each year, resulting in brand-new or rejuvenated stores primed and ready to serve customers. As a way to celebrate the hard work that goes into designing, building and equipping a modern self-service laundry, equipment manufacturers were invited to tout their brand’s latest and greatest vended laundry projects. Here are the stories they shared.

DOORS AND MORE: HOW TO MANAGE YOUR LAUNDRY’S KEYS

“If you happen to like keys, then the laundry business is the business for you!” jokes Paul Russo, author of Pointers from Paulie B. If you are a store owner, you know that you have a lot of keys to safeguard and manage. If you have a large store or multiple locations, then that number can get out of hand. Drawing from his 40-plus years of experience, Russo answers some common questions about keys in a laundry setting and the locks they open.

DID YOU KNOW...

American Coin-Op releases a new podcast on a different topic of interest the last Wednesday of every month? Give it a listen at AmericanCoinOp.com.

Reimagine

Beggs

A TIME TO REFLECT, ACT

This issue marks my 20th anniversary serving as editor of a textile care industry trade publication. And you can bet that when this time rolls around each year, I assess where things stand and identify opportunities for improvement, both personally and within the publication.

My cover story, Improving the Industry Roundtable, affords some manufacturer and distributor representatives, plus some veteran store owners, a forum to offer up ways that a laundry could work to improve key areas of its self-service operation, such as equipment, store condition, marketing/promotions and customer relations.

Things get started on page 6 but don’t end in this issue: the experts offered much more information than I could squeeze in this month, so look for additional Roundtable content appearing throughout December at AmericanCoinOp.com

While I’m contemplating changes I could make to elevate things, I also look back and celebrate my/our successes. Our other main feature, titled Spotlights on Success, was an opportunity for laundry equipment manufacturers to tout their brand’s latest and greatest vended laundry projects. The first of four stories appears on page 18.

And in the nuts-and-bolts department, columnist Paul Russo looks at Doors and More: How to Manage Your Laundry’s Keys. His page 26 column will help you unlock your key-organizing skills.

(Self-assessment note: work on your wordplay and know when to quit when you’re ahead.)

Lastly, I’d like to wish you and your family a happy, healthy holiday season. I’ll see you in the New Year!

Bruce Beggs Editorial Director

Charles Thompson, Publisher

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

Donald Feinstein, Associate Publisher/ National Sales Director

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

Bruce Beggs, Editorial Director

E-mail: bbeggs@ATMags.com Phone: 312-361-1683

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

OFFICE INFORMATION

Main: 312-361-1700

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American Coin-Op (ISSN 0092-2811) is published monthly. Subscription prices, payment in advance: U.S., 1 year $46.00; 2 years $92.00. Foreign, 1 year $109.00; 2 years $218.00. Single copies $9.00 for U.S., $18.00 for all other countries. Published by American Trade Magazines LLC, 650 West Lake Street, Suite 320, 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 60, number 12. Editorial, executive and advertising offices are at 650 West Lake Street, Suite 320, 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, 2019. 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.

Bruce

ROUNDTABLE Improving the Industry

Experts share views on ways to keep winning over customers

by Bruce Beggs, Editorial Director

With the final calendar page flipping to reveal another year has passed, how would you rate your selfservice laundry operation? Do you think it has improved, has gotten worse, or is about the same?

The self-service laundry industry, while well-established, is still subject to internal and external influences. The basics of your laundry operations are largely unchanged but there are factors at play when it comes to building your business.

American Coin-Op invited representatives from several manufacturers and distributors, along with some store owners, to identify opportunities for improvement and to weigh the various stakeholder roles in moving this industry forward.

Q: I’ve identified some key aspects of a self-service laundry operation. For each one, name at least one way that any store owner can seek improvement, and suggest a general plan or course of action to achieve it.

EQUIPMENT

John Antene, Coin-O-Matic: With today’s more advanced laundry equipment and control systems, the owners are gaining a better grasp of all aspects of their operation: costs, revenue and customer following.

Kurt Archer, Western State Design: All brands will wash clothes if maintained well. The amount, type and frequency of repairs is what separates reliable from problematic equipment. ... In addition to keeping all equipment in working order, the best way to keep and/or gain market share and profitability is (having) plenty of large washers.

Brian Brunckhorst, multi-store owner: It used to be that running equipment for 15 to 20 years between retooling was the norm. My recommendation would be to consider upgrading if your equipment is over 8 to 10 years old. The increase in revenue and reduction in utilities will almost always far exceed the cost of the payments for the retool.

Michael Finkelstein, multi-store owner: Look at improving the product mix offered in the store to reflect what your customers

want. Have enough machines for single folks or bigger machines for families.

Connor Frankian, D&M Equipment: You have to think of every machine in your store as a tenant paying you rent based on its footprint. The larger-capacity machines will generate far more “rent” for the footprint than smaller washers.

Gary Gauthier, Pellerin Milnor Corp.: Ensure that all machinery is operational. If everything is running, make sure it can stay that way by performing preventative maintenance on a regular schedule.

Kevin Hietpas, Dexter Laundry: Owners should plan to upgrade equipment where needed and also be looking to add capacity as time goes by. New equipment is not only more efficient than older equipment, but by updating with newer and larger-capacity models, owners can improve the revenue generation potential.

Chad Lange, Maytag® Commercial Laundry: The condition of equipment, a store’s most critical asset, can potentially make or break an operation. ... Deciding to update equipment is not always easy due to the upfront expense, but using the latest machines can have a lasting impact and potentially drive profits in the long term.

Cathy Neilley, store owner: Conduct a survey of manufacturers’ models and impact on water and utility costs, then consider upgrading over several years, if possible.

(Photo: © depositphotos/AptTone)

Antene

n John Antene, president of coin laundry sales and marketing for distributor Coin-O-Matic

n VIRTUAL ROUNDTABLE ATTENDEES

Archer

Brunckhorst

n Brian Brunckhorst, president of Advantage Laundry Inc., owner of six selfservice laundries in California

n Kurt Archer, sales representative for distributor Western State Design

GO WITH THE NAME YOU KNOW

For generations, Maytag has stood for something in the minds of your customers. Toughness. A powerful clean. A machine that can endure the daily grind. With Maytag® Commercial Laundry in your store, you carry the brand that helps lead customers through your door. Visit us at MaytagCommercial.com

Improving the Industry

Kathryn Rowen, Huebsch: Equipment must always be operating, clean and energy-efficient. These are non-negotiable. The “lost opportunity” cost of having an out-oforder sign is far higher than the repair cost.

Tod Sorensen, Continental Girbau: When it’s time to replace washers, choose highspeed soft-mount washers over lower-speed hard-mount washers. Soft-mount washers generate extract speeds up to 400-plus G-force compared with hard-mounts that generate 75-200 G-force. Because of the higher extract speeds, soft-mount washers remove considerably more moisture/water from a load.

Brad Steinberg, PWS - The Laundry Company: Customers like new equipment. This allows store owners to get a higher vend price, as well as save on utilities and repairs with more efficient equipment.

Andy Wray, ACE Commercial Laundry Equipment: Given water-bill-sensitive locations, older equipment is now the equivalent of a “gas guzzler” vehicle. We need to be using “hybrids” all over the coin laundry industry to make money by reducing costs. Remember, we are often just a utility broker selling water, gas and electricity to our customers.

STORE CONDITION

Gauthier: Evaluate your store with three important considerations — find a way to make your store cleaner, better-lit and more attractive to customers.

Neilley: Keep it clean: Ask other local businesses if they can recommend someone and get estimates on a (cleaning) schedule that fits your budget.

Sorensen: (It should be) light, clean, safe and operational. Ensure your store is brightly lit, fully attended and secure. When machines are failing, fix or replace them immediately. Use expanded security systems to monitor both the inside and outside of the laundry.

Hietpas: At least every few months, store owners should look at their operation with a very critical eye from top to bottom (ceiling to floor), and think about which areas need attention: lighting, walls (colors or condition), bulkheads, equipment, floors, etc. Reinvestment, refurbishment and updating are a part of the lifecycle of any business.

ROUNDTABLE

Steinberg: Customers expect more amenities than in years past. Follow the trend of chain fast food restaurants. There is a reason they are always spending money on store enhancements. Customer tastes are always changing and retailers need to stay on top of this.

Archer: Store condition includes maintenance but goes further. Cleanliness, lighting, and cameras for customer safety all play a large role. ... Owners should walk into their business and imagine it is their first time entering: Would I recommend this store to someone I care about? If the answer is no, develop a plan to cure the issues.

Lange: Judicious use of lighting — both natural and artificial — can go a long way to making customers feel safe. A good distributor partner can also offer advice about best practices related to installation, spacing and maintenance to aid in the improved condition of a store.

Rowen: Owners must focus on the goals of clean, inviting, well-lit, safe, and wellkept restrooms. To ensure these goals are achieved, they must have attendants as committed to this experience as they are.

Wray: Beautifying a coin laundry can be the most overlooked aspect when “all of the equipment is running right.” From polished concrete floors to LED light fixtures, there is always something that can be done in a coin laundry to keep it looking fresh and modern. New owners are adding large-panel TV screens, more seating, tablet kiosks, as well as “raising the roof” for a large warehouse look.

Antene: As we all know, the standards are clean, well-lit, equipment is in working order, etc. The layout and ease of the store’s features are factors. How well does your laundry work with the demographics? How comfortable are your customers in your laundry? Are the amenities inviting? What makes your laundry unique and keeps customers coming back?

Brunckhorst: LED lighting makes your store pop. Clothes and everything else look cleaner under bright light, and the savings in utilities will pay for LED lighting within a couple of years.

Finkelstein: By making sure the store is well-lit and clean. Painting the store will

also make a difference.

Frankian: Not everyone is in a position to have a fully modernized, styled store, but whether your store has outdated styling or state-of-art styling, if your store does not give your customers a clean and sterile perception, they will feel more comfortable doing their laundry somewhere that is. ... Cleanliness is key for any self-service laundry experience.

MARKETING/PROMOTIONS

Rowen: Laundries that leverage technology and CRM systems to build rewards programs are better positioned for success in marketing. The CRM also enables them to tailor promotions to specific individuals. When we feel valued as consumers and rewarded for our loyalty, it only builds a stronger bond.

n Connor Frankian, vice president of sales for distributor D&M Equipment

n Michael Finkelstein, president/owner of Associated Services Corp., operating large chain of laundries in Va. and N.C.

n Gary Gauthier, national sales manager, vended laundries, for manufacturer Pellerin Milnor Corp.

WHY I PARTNER WITH HUEBSCH

“ ”

With Huebsch®, you’re not just getting the best equipment. You’re getting forward-thinking technology, worldclass support and the best partners in the business. There’s no support like it anywhere, from technical support, parts, marketing, whatever you need. They are there.

Marc Katzman

Metropolitan Laundry Machinery

Huebsch partners with you to help you run your business smoothly. By choosing Huebsch, you get:

Fast, simple and personalized financing

Easy business reporting and machine monitoring with Huebsch Command™

Cost savings with Galaxy™ 600 intuitive controls that feature cycle modifiers and multilevel pricing

ROUNDTABLE Improving the Industry

Hietpas: From equipment with new revenue-generating capabilities to an increasing selection of advertising and social media options, store owners have more promotional possibilities available to them than ever before. Whether owners want to engage in a new social media campaign, offer new mid-week pricing specials, or offer customers a new and easier way to pay for their cycle ... the key is for owners to understand the options that are available to them and to never take their customers for granted.

Archer: Current technologies in modern equipment and systems allow owners minute-to-minute knowledge of customer usage. Available now are simple methods to do time-of-day or day-of-week promotions to drive business to underutilized times.

Brunckhorst: Having a social media pres-

ence these days is a must and the biggest platform is Facebook. Consider targeting your customers through online ads, and if the store is attended, reward them for their feedback.

Lange: One priority might be establishing a website presence that can be easily found by search engines. This can be important, as the internet is often the first place a customer turns when looking for services.

Understanding who your typical customer is, or could be, can help determine appropriate marketing tactics like digital advertising, outdoor advertising, and instore promotions.

Frankian: Using social media platforms, it’s simple, easy to operate and, most importantly, it costs you nothing. Make sure to have your business on Facebook as a first priority, and the other platforms as added bonuses.

Gauthier: Develop or enhance your online profile and reward your customers for reviewing your store on Yelp or other sites.

Neilley: Consider social media, or if you already have a site, consider a blog or adding pictures weekly. Schedule time that will force you to do it, or put out an ad for a high school or college-age individual to manage it for you.

Wray: Growing your coin laundry business other than through traditional “word of mouth” can be difficult, but in today’s age, Yelp, Yahoo/Google Business, and other digital marketing can be useful ways to grab a customer’s eye when they are searching for a Laundromat location. A high number of customers are using their smartphone to locate and quite possibly order laundry service to them.

Sorensen: Some of the best marketing ties in with a laundry’s alternative payment system. Use that system to your advantage to get customers into your laundry during slow times. Help offset busy weekend hours by providing wash and dry discounts mid-week.

Steinberg: There has been a large move to digital marketing. This type of marketing can be more cost-effective than tradition print/mailer advertising. A website, Facebook (page) and ownership of Yelp page are what need to be done at a minimum.

CUSTOMER RELATIONS

Lange: Ensuring that customers feel valued is critical to customer retention and growth. Industry research shows that customers are increasingly looking for amenities like free Wi-Fi, vending, and wash/dry/fold services. Consider looking at these services as an investment in customer satisfaction.

Providing customers with things like flexible payment options, such as card readers, can help increase customer satisfaction by helping to provide a more convenient laundry experience, but also can provide data on how an operation is performing.

Brunckhorst: Giving back to the community is one of the best ways to garner positive customer relations. The LaundryCares Foundation has partnered with Too Small to Fail and Libraries Without Borders to help increase childhood literacy in the neighborhoods that our laundries serve. Consider dedicating some floor space in your laundry for a “Read, Play, Learn Center.”

Wray: Over the last 60 years, the old adage has always been the same: Keep your coin laundry bright, airy, friendly, cheerful, updated and working, and you can’t lose. Same thing with attended stores, especially if it is not you working. They should have a pleasant air; remember, customers in their car have a choice where to do their laundry. Killing them with kindness is a great way to start.

Antene: This is key, in that any laundry’s physical appearance, attendant demeanor, how the operations are run, etc., reflect personally on the store’s owner. All efforts should be made to make your customer feel welcome.

Neilley: Set clear policies for refunds, credits, use of bathroom and equipment use so there is no need to negotiate or argue with a customer. Write an employee pamphlet/ handbook, and post signs for customers on key safety and usage points.

Archer: It seems all well-run laundries are relying on technologies. In business, customers were OK with a return phone call within 24 hours. Today, immediately answering a phone call or text is expected. Laundry customers are the same. Signage with contact numbers or well-trained attendants on-site are mandatory. This avoids several bigger problems. Bad social-media reviews

Hietpas

Lange

ROUNDTABLE Improving the Industry

cripple business growth. Angry customers have been known to damage equipment. Even something as simple as water or soap spills can turn into big problems if an owner is unavailable or unresponsive to customer communication.

Sorensen: Invest in a Read, Play & Learn kit for your laundry, even if it means sacrificing a machine or two. … These are uniquely designed to create safe, fun, and engaging places for children and families in Laundromats. Family Read, Play & Learn spaces are equipped with literacyrich materials to support children’s early brain and language development, and are a meaningful way to serve your community and customers. Plus, customers will want to choose your laundry over the competition.

Finkelstein: As part of the LaundryCares Foundation, we’re offering reading centers for kids to help literacy. And there are Free Laundry Days, or disaster relief in areas that are hit by flooding or a hurricane. But also

do things local with a charity to help those that are in need. Those are some ways you can connect with your customers.

Frankian: Generally, when someone is going to research your business the first thing, they are going to find it on Google. That is why managing your Google reviews is a must for modern customer relations. Take the time to respond to your reviews. If you have negative reviews, those are the most important ones to address. If you take the time to respond to someone’s negative experience, it shows responsibility, and is the best way to prevent potential new customers from being deterred from doing business with you. These reviews also might make you aware of internal problems you did not even know you had.

Rowen: Again, staff is hugely important to delivering a higher-level customer experience. They are as much a part of the laundry’s brand as the signage and services they sell. Educate staff to always deliver

a friendly, fair and hassle-free experience. Customers must be treated with respect.

Gauthier: Give your customers another way to reach out to you — either posting contact details for you and your staff or building relationships with them via Facebook or other online sources.

Hietpas: Customers are the lifeblood of any business. Vended laundry customers want to do their laundry in a clean, safe environment that good store owners deliver. The most successful laundries keep their equipment clean and in good working order. The location tends to be well-lit, with an owner or employees who are visible on a regular basis. That helps build trust and respect amongst the customers.

Q: In what ways can manufacturers and distributors best help vended laundry owners succeed?

Rowen: It’s all about full service. That starts with equipment that is efficient and leverages technology to simplify manage-

ment for owners, while giving customers the experience they want. Equipment, alone, however, isn’t enough. Owners should work with full-service companies that give them access to value-added services, such as financing, design, technology and support. Laundry owners are choosing partners who are completely invested in their success before, during and, most importantly, after the sale.

Brunckhorst: It’s important for manufacturers to continue to innovate, while maintaining high standards of quality control. We are approaching some of the limitations of utility improvements, so focusing more on remote management and customer experience in the future will help keep manufacturers’ new equipment relevant. Distributors need to focus on full-service solutions for their customers, not just sales of equipment and fixing broken machines. Being there to help store owners with all stages of the lifecycle of a laundry is a must.

Lange: A vended owner’s distributor/ manufacturer choice is extremely important to their long-term success. Distributors can provide critical support to owners when they are considering important deci-

sions like building a store, retooling a store, or expanding into multiple locations. Counseling store owners through location selection, aspects of store construction, choosing the right mix of equipment for their neighborhood demographic, financing and education are significant ways distributors can provide expertise to help a store be successful.

Archer: Manufacturers and distributors spend their full time learning both equipment and local markets. A good partner provides solutions. In order to provide solutions, store owners must give good information to their distributor, and this is impossible without trust. Trust is a two-way street. It appears that the line between enduser and manufacturer is becoming blurred in our industry. Owners will hesitate to reach out to manufacturers and distributors whom they deem to be in competition with them for locations. Owners should look to find organizations they trust and work to develop a strong working relationship. An honest, knowledgeable salesperson is worth their weight in gold.

Antene: This can easily be accomplished by realizing the store owner’s unique needs.

Rowen

n Kathryn Rowen, North American sales manager for manufacturer Alliance Laundry Systems brand

Huebsch

Sorensen

n Tod Sorensen, regional sales manager for manufacturer Continental Girbau and vice president for distributor CG West

And keeping them aware of marketing trends and equipment technology advances to better their revenue potential.

Hietpas: We are always happy to deal

Improving the Industry

with store owners who have taken time to do their homework. There continues to be lots of opportunity in our industry, but there are times when we see individuals jump in too quickly on committing to a location, or an equipment purchase, without doing much research.

Neilley: Be consultative and a “connector” as it regards local opportunities and competition; a subject matter expert on new technologies, systems, and processes that can support the smooth operation of your business.

Steinberg: Distributors can come up with a game plan to help investors be successful. Not all investors are made the same, so the distributor can help create and then execute on a road map that makes sense for a specific investor.

Finkelstein: I think both need to make customers aware of the equipment that they offer, educate them on it. One of the things they can do is continue to make it so it is not too difficult to repair. … You want to make sure the equipment you’re buying lasts, and that it is different from residential equipment that a customer could buy. … From the distributor side, you need to continue to look for locations that might be available that might make sense for someone to go into.

ROUNDTABLE

Gauthier: Manufacturers and dealers can help owners recognize efficiencies through the machinery we provide. Our equipment can’t lower building rent costs but we can help vended laundries be successful and profitable through more efficient machinery. Distributors can be great partners for success in the field as they are closely in tune with local trends.

Frankian: I believe the best way … is a strong network of communication from the store owner all the way up to the top management level of our manufacturers. As a distributor, I believe it is our responsibility to listen to our vended laundry owners’ feedback from the day-to-day operations of having our equipment, and then take that information and communicate it to our manufacturer.

Wray: Manufacturers are looking to assist customers by rolling out more sophisticated washers and dryers that are really ramping up the technology side. As a distributor, it has always been our commitment to help our customers succeed any way possible with their store ... Being there when customers need help is just as important, if not more important than receiving an equipment order from them.

Sorensen: They both help in so many ways. Together, the distributor, manufacturer and laundry owner form a partnership that lasts for years to come. The distributor and manufacturer help with laundry design and development, financing and business planning, as well as marketing and technical service. The goal is always a successful laundry owner and business.

Q: What responsibility does an individual store owner have to our industry as a whole? Or are they responsible only to themselves and their business?

Brunckhorst: Each Laundromat is a neighborhood business servicing the community in which it reaches. As store owners, each of us can help change the public perception, within those communities, of how our industry is perceived simply by implementing industry-leading best practices and giving back to the customers who support us.

Neilley: If you mean in terms of industry advocacy; business tax policies, via participation in associations, then my answer

is “some,” because those activities help all of us prosper.

Hietpas: Owners who might be shortterm thinkers or just internally focused might be able to have some success in the short term, but the market always seems to have a way of correcting such situations. If any business isn’t taking care of customers the way it should, there are other businesses that will recognize this, and they move in to take advantage. We think that being responsible to the industry and one’s community is not just being a good citizen, it’s also smart business.

Finkelstein: I believe you have to serve your community and you have a responsibility to give back to both the industry and the community. … If the better operators are involved with the community and in the (Coin Laundry) Association and the industry, then maybe there’s something to be said for that.

Gauthier: Any business owner’s primary responsibility is to the health of their business. I will suggest that a properly managed vended laundry should be able to positively benefit the owner, its customers and the industry as a whole.

Lange: Operating a vended laundry in an efficient and friendly manner is one of the most important things an owner can do to create a positive perception of the industry as a whole. Owners are the lifeblood of the industry — their work with customers has a huge impact on shaping its reputation.

Beyond ensuring that their operations are optimal, getting involved in local and national laundry associations can help owners network, share successes, and find ways to provide a great experience for customers.

Rowen: Each of us carries a responsibility to create the best image possible for our industry. With the activities through the LaundryCares Foundation and those of progressive-thinking owners, we are changing perceptions of what a vended laundry can be. It is possible to be profitable and also make a positive impact in the communities we serve.

ACO

Watch for muchmore Improving the Industry Roundtable content during the month of December online at AmericanCoinOp.com!

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S POTLIGHTS ON SUCCESS

Anumber of vended laundry projects are completed around the country each year, resulting in brandnew or rejuvenated stores primed and ready to serve customers.

As a way to celebrate the hard work that goes into designing, building and equipping a modern self-service

laundry, American Coin-Op created this Spotlights on Success feature to recognize memorable projects of recent vintage.

And so equipment manufacturers were invited to tout their brand’s latest and greatest vended laundry projects. Here are the stories they shared.

BigWash! Spreads Out to Make Big Splash

Shahid & Partners are the proud owners of BigWash!

Super Laundry Center, which opened in summer 2019 in southwest Houston, Texas. The 4,500-square-foot full-service laundry center is equipped to accept coins as well as mobile payment through Huebsch Command™ The business is working on adding Huebsch Pay as well as Huebsch POS.

Besides self-service, the laundry offers wash-dry-fold, pickup and drop-off services, as well as drycleaning pickup.

The Wi-Fi-equipped store offers a full lounge, perfect for watching the week’s biggest games, and a secure children’s play area.

The site previously housed a rundown 1,400-square-foot laundry that had a reputation in the local community as one to avoid, say the BigWash! owners, who purchased the shopping center where the store is located.

There was a vision to develop an expanded store that would make a huge impact in the community by offering a safe, clean and friendly place to do

laundry. Large washers and dryers are a part of the store’s business model in a highly competitive marketplace.

1

Distributor Gulf States Laundry Machinery Co. worked on the planning for and design of the store while still maintaining the existing utility connections. The company developed the store layout and equipment mix and placement, handled the equipment installation and setup, and assisted with marketing as well as planning a grand opening. The project took four to five months to complete and cost an estimated $750,000, according to the store’s owners.

Distributor along with a

The revamped store was fully equipped, including new Huebsch Galaxy 600 and networked commercial washers and dryers, Caco bulkheads, Triad bill exchangers, Rheem water heaters and Caco furniture.

New flooring, ceiling tiles and sheetrock were installed,

BigWash! has gen-

from tenants. Plans adding a brand-new spaces to be filled by 2

along with a computer and camera system and a brandnew ATM. The owners invested a significant amount of money in redoing the shopping center and the development of BigWash! has generated more traffic for the center and increased interest from tenants. Plans are under way for adding a brand-new convenience store with four leased spaces to be filled by national tenants. ACO

[1] Offering large equipment is a part of the store’s business model in a highly competitive marketplace. (Photos: Huebsch) [2] New flooring, ceiling tiles and sheetrock were installed, along with a computer and camera system.

S POTLIGHTS ON SUCCESS

Apartment Developer Turns ‘Laundry Guy’ in SoCal

I’m in the business of making people’s lives easier and more convenient,” says Bill Mylonas, an investor/developer of large, multi-family apartment complexes in Southern California.

Recently, he opened his first vended laundry, Laundry Guys, in Signal Hill, Calif. Equipped with high-speed Continental laundry equipment and offering free Wi-Fi, big-screen TVs, ample parking, an automatic sliding door, snack machines and a comfortable lounge area, Laundry Guys is committed to a superior customer experience.

“We have white quartz countertops, USB charging stations, unbelievable bathrooms with full tile wainscoting, and leather modern sofas with acacia wood tables and benches around the store,” says Mylonas. Outfitted for efficiency and a comfortable environment, Laundry Guys touts four rooftop coolers, two 7-foot-diameter Haiku fans, LED lighting and on-demand, tankless water heaters.

“Laundry Guys was thoughtfully created by a person who learned first-hand how to ‘do laundry better’ while working within the multi-housing sector,” says Tod Sorensen, vice president of Continental Girbau West, in Santa Fe Springs, Calif.

“I wanted to offer apartment residents a more convenient laundry experience,” says Mylonas, who upgraded several apartment laundries with high-speed Continental washers and dryers. “My hope — to better serve and retain tenants — resulted in sixfold increase in laundry revenue.”

That’s when Mylonas pledged

to “do laundry better” within the public sector, as well. He hunted locations; purchased an old, run-down building with a non-salvageable, dilapidated laundry; orchestrated a major renovation; and two years later, Laundry Guys was born.

With help from Detlef Steinke & Associates, Kevin Friedman of Engineering Design Analysis, and Sorensen, Mylonas purpose-built the building to create the best possible laundry experience and functionality.

Since its soft opening in May, Laundry Guys’ revenue has jumped 15-20% month-overmonth with little advertising, the owner says.

Ultimately, following a phased business plan, Laundry Guys will offer multiple services, including wash/dry/fold, commercial laundry services, and pickup and delivery. For now, the focus is on building a quality customer service team.

“We look for employees who come from a customer service background, not a laundry attendant background,” says Mylonas. “This requires an investment in tools of the trade, uniforms, training and positive reinforcement to help our team hit their goals and make the laundry the best it can be.”

The 4,000-square-foot store showcases a mix of 20-, 40-, 60- and 80-pound ExpressWash® Washers and 30-, 45- and 75-pound ExpressDry® Dryers. The high-speed washers offer a soft-mount design for simple installation and deliver extract speeds up to 400 G-force for maximum moisture removal.

Adding to customer convenience is the Continental ProfitPlus® Control—standard on all Continental vended washers—which brings more washing options and cycle features to the customer.

Moreover, the Card Concepts Inc. (CCI) LaundryCard system brings customers simple equipment operation and payment, while providing Mylonas with multiple store management capabilities.

“Our community wants and deserves the type of experience we are providing,” he says. “If we take care of the fundamentals first, the money will come and we’ll enjoy a solid following of loyal customers.” ACO

[1] Apartment developer Bill Mylonas learned how to “do laundry better” while working within multi-housing and used that experience to fuel his first vended laundry, Laundry Guys. (Photos: Continental Girbau)

[2] Pleased with the Continental equipment selected for his apartment laundries — which he says complete 6-12 cycles per day — Mylonas outfitted Laundry Guys similarly.

[3] Laundry Guys offers free Wi-Fi, big-screen TVs, snack machines and a comfortable lounge area for customers waiting for their cycles to end.

S POTLIGHTS ON SUCCESS

The Neighborhood Laundry in Santa Maria, California, offers a unique spin on your typical Laundromat. With a friendly community atmosphere, a variety of laundry services and a 400-square-foot play area, the laundry checks all the boxes.

The store is owned by members of the Stewart family: Dave Sr., Dave Jr. and Donna. But this trio isn’t new to the industry—they started their foray into laundry a few years ago by opening Main Street Laundry in Santa Paula. With backgrounds in construction and engineering, respectively, Dave Sr. and Dave Jr. make a formidable father-son building and operating team.

The building that houses Neighborhood Laundry was originally built as a commercial laundry processing plant but had sat vacant for 25 years. Where others failed to see the potential, the Stewarts had a vision to bring it back to life.

They knew their project had to be well-thought-out so the store would stand out as unique in the competitive Santa Maria area. The Stewarts took their time planning the project and enlisted the advice of Western State Design salesman Michael Ambrose. He, in turn, called on colleague Bryan Maxwell and the senior management team at Dexter Laundry as the project took shape. Together, after a year and a half of planning and construction, the

$2.1 million Neighborhood Laundry opened for business in fall 2018.

Today, the 3,600-square-foot store serves the local community with some special touches. In addition to self-service laundry, Neighborhood Laundry also offers wash-dry-fold and a fold-only service where attendants finish up laundry for self-service customers.

The store offers a large selection of Dexter Express washers and dryers, including 10 T-350 20-pound washers, 15 T-450 30-pound washers, six T-650 40-pound washers, six T-950 60-pound washers, six T-1450 90-pound washers, 14 T-50x2 stack 50-pound dryers, 13 T-30x2 stack 30-pound dryers and three T-80 Express 80-pound dryers. All are supported by the DexterLive network.

The real excitement can be found in the children’s play area. Located in a separate room behind glass, the area gives kids a place to climb, slide and have fun while parents can keep an eye on them.

The time and attention that the Stewarts put into building and operating Neighborhood Laundry has paid off. The store has been so successful that the Stewarts say they’re now in the planning stages for an expansion.

Instead of leasing the other half of their building, they will be expanding to fill the entire 7,200 square feet. Their new expansion is estimated to be a $750,000 project and will be opening in 2020.

[2] The store offers a large selection of Dexter Express washers (ranging in capacities from 20 to 90 pounds) and dryers (including 27 stack units and three extralarge single pockets).

[3] Instead of leasing the other half of the building, the Stewarts have decided to expand their laundry to fill the entire 7,500 square feet. The $750,000 project should be completed in 2020.

[4] Children can climb, slide and have fun in the store’s 400-square-foot play area while parents can easily keep an eye on them in the separate windowed room.

ACO

Laundry, occupying a formerly vacant commercial laundry site. (Photos: Dexter Laundry)

Members of the Stewart family

S POTLIGHTS ON SUCCESS

O-Town Laundry Hut: Growing to Meet Market Needs

Joe Jepsen of Salt Lake City wasn’t planning to enter the vended laundry industry. He started his career in mortgage banking, where he learned the importance of managing capital and banking relationships. By age 22, he had saved enough money to buy his first apartment building, which he managed and maintained himself rather than contracting an apartment management company.

Jepsen quickly built his business, Diamond J Management, through multiple acquisitions. At the height of these acquisitions, his company was known as one of the largest landlords in Utah with more than 45 apartment buildings, each with a large range of unit counts and revenue base.

In 2016, he made a bold decision to liquidate and diversify his business. He wanted to consider what other types of investments he could add to his portfolio, and that decision led Jepsen to his first vended store within an 800-squarefoot retail space he renovated to serve the neighborhood and one of his existing apartment buildings.

The result was O-Town Coin Laundry, and it was the starting point for what has turned into a solid business model.

“Everything we did was aimed at the ultimate customer experience,” Jepsen says. “We wanted to focus on aesthetics, to make it feel like a fresh, modern laundry, and go far beyond the look of a traditional, ‘vanilla’ vended store.”

The result? A vended laundry facility that is, in fact, anything but traditional. Black, gray and red interiors, with exposed floor joists, beams, and high-end equipment that made the space look welcoming and sophisticated — a place where someone could comfortably hang out for a while.

Since the first O-Town Coin Laundry opened, Jepsen has applied his model and key learnings to other laundry sites. Earlier this year, he completed a retool on store number three. Numbers four, five, six and seven are in the works, and there are three more sitting in his land bank, ready to move forward.

“Each store benefits from the one before it,” he says. “We take what we learn and apply it elsewhere. For example, knowing that equipment mix is important to the customers, we insisted that store number three, O-Town Laundry Hut, feature not only the single-load washers customers know, but we added the new Maytag® Multi-Load machines for greater capacity as well.”

Jepsen believes the O-Town Laundry Hut is unique and admits that the retool ended up being more extensive than planned. Keeping customer convenience and comfort in mind, the O-Town Laundry Hut in Layton, Utah, offers new Maytag Multi-Load Washers, in addition to Maytag Multi-Load Dryers and Single-

[2]

Load Washers and Dryers.

Other store features include granite countertops; commercial-grade furniture; LED lighting to give a softer, more residential feel; stainless steel crown molding to match the dryer curtains; paint in a red, black and silver theme; shiplap wainscoting on the walls; modern artwork; large ceiling fans; a 15-camera surveillance system; and programmable locks on all doors.

Jepsen and his team recently celebrated the completion of

the O-Town Laundry Hut, and he believes the store will prove not only to be profitable but beneficial to the community as well. He plans to stick with the existing model of placing vended stores within his own properties and says he won’t buy an existing Laundromat or build one without owning the property it’s on.

“This was a way for me to support the community in a positive way, and I hope others can learn from this idea,” says Jepsen.

[1] Joe Jepsen of Diamond J Management completed a retool on his third store in 2019. The O-Town Laundry Hut in Layton, Utah, boasts many new features and is aimed at providing customers with a clean and comfortable environment. (Photos: Maytag ® Commercial Laundry)

New equipment, including the Maytag® Multi-Load Washers, has been brought into the mix.

If you happen to like keys, then the laundry business is the business for you!

All kidding aside, if you own a Laundromat, you will have lots of keys to safeguard and manage. And if you have a big mat, or more than one location, keeping track of your keys can get out of hand.

WHAT MACHINES IN MY STORE COULD REQUIRE KEYS?

You’ll need keys for all kinds of things, not just the machines. Here’s a small list: every exterior door, security gates, public bathrooms, public thermostats, washer/dryer service doors, safes, storage area, ATMs, change machines and Value Transfer Machines (VTMs). Your keys, and their copies, can

easily add up to well over 100, depending on the size and nature of your store.

WHICH KEYS SHOULD I CARRY?

Try to limit your “carry keys” to those that are most important, most highly valued, and most used. All other keys can be sequestered somewhere else.

I always carried my changer keys, ATM keys, one or two service door keys, car keys, and a couple of drop safe keys. The originals for those keys, along with all other keys, were safely stored.

For instance, the coin box keys were stored inside my highly protected change machines, and most of my service keys were stored in my drop safe. If these two

Paul Russo

(Photo: © phanasitti/Istockphoto)

high-security areas were ever broken into (criminals tried but never succeeded), I figured I would simply change those keys and locks. Expensive, yes, but not very likely to happen if you have the right protections in place overall for your mat.

ON A KEY RING OR IN MY POCKET?

Like many mat owners, I carried those important keys on a key ring, attached to my belt. Pockets were too inconvenient for me, but keeping your keys out of sight can be a good thing.

The disadvantage of carrying on a belt is that the public will know you are the owner. The advantage is the convenience of quick access.

If you choose to carry on your belt, I recommend a belt clip key ring holder that slips right around your belt itself as opposed to attaching to cloth belt loops that could rip open.

I found such holders to be extremely reliable. I had mine for 30 years before I finally had to replace it.

Never put your keys down for any reason while you are in your store. They should be locked away, on your key ring or in your pocket, or in use.

SHOULD I BUY KEYS AND LOCKS LOCALLY?

I don’t recommend buying keys and locks from your local distributor. He/she may be honest, but you never know if one of your distributor’s employees, or anyone else nearby for that matter, has gotten hold of some of the keys.

There was more than one time that I bought new equipment from a local distributor with new coin boxes and matching keys,

only to find that a couple of washers were missing a key or two. Buy them online from someone in another state.

Oftentimes, distributors or parts sources will carry many coin boxes and locks that are keyed alike. They do this so that they have enough in stock to satisfy some mat owners who prefer to have the convenience of keeping only one or two keys for all their machines. However, this opens the door to the possibility that the guy right behind you at the parts counter may order the same locks and keys, or he may see you ordering, say, 20 new coin boxes and overhear your mat’s name or address, which leads me to the next topic.

WHAT ABOUT HAVING ONE KEY FOR ALL WASHERS?

Pros for this are it’s easy and convenient. Cons are if you lose that key, or if someone manages to duplicate it without you knowing, you have to change all your locks.

Try keying according to washer groups as a compromise.

WHAT CAN YOU TELL ME ABOUT HIGH-SECURITY KEYS?

I think the best are pick-resistant keys that can only be duplicated by the lock manufacturer with a key code.

The coin box manufacturers and other high-security lock system suppliers offer coded keys that only they can duplicate. This is a good protection for you. If you need another copy, you contact them directly rather than using a middleman.

However, some old key codes may no longer be available, which is one reason why you should keep an extra set of original keys and an extra matching lock off premises.

With standard keyed locks, you can have the locksmith stamp ▲

them with “Do Not Duplicate,” but this is not reliable at all. Still, it doesn’t hurt to stamp them. You can buy your own stamper online. You simply put your key on a hard, flat surface, place the embossed end on the key, and strike the stamp with a hammer.

HOW ABOUT COMBINATION TOUCHPAD DOOR LOCKS?

They’re great for interior doors or general low-value storage spots. Most have a master code, but individual combinations can be input for select employees. Many have a master key override, which can be convenient for you.

One disadvantage to such locks is that combinations can be shared. In my opinion, a keyless entry is only for the owner, or a highly trusted employee.

Be sure to change the combinations from time to time. Always change all combos when someone leaves your employment.

WHAT’S YOUR POSITION ON COIN BOXES?

I’m a believer in choosing a coin box that has an “Anti-Drill” front plate, and a key that can only be duplicated by the factory. The disk in the front plate will spin with a drill bit, making it harder to get inside to drill out the lock.

Choose a lock with a key that has a unique shape and raceways that are hard to duplicate outside the factory.

To duplicate, you’ll need to supply the factory with the key number code, so always write the code numbers down and keep somewhere secure.

HOW CAN I IDENTIFY WHAT EACH KEY IS USED FOR?

For the keys you don’t normally use that are safely stored off premises, you can use an electric engraving pen (or masking tape) to identify what each key is used for. Believe me, this comes in very handy when you need to go to your supply of keys, because you will forget which key goes with which lock.

If you feel uncomfortable using direct labels, you can engrave your own number codes on the keys. Make a chart listing what code number each key is used for.

Engravers come as electric or battery-operated models and are inexpensive to purchase from any hardware or tool source. I had both versions and found that the plug-in version engraved more deeply than the battery-powered tool.

Engravers are also good for marking other property, such as laundry carts.

WHAT ABOUT OPTIONS FOR SECURING RESTROOMS?

For those who have problems with your public restrooms, if you have a card store, consider having a lock that only opens with a customer’s card.

For coin stores, you can either just keep a key attached by rope to a stick kept behind the counter, or you install a buzzer system for attendants to screen patrons before buzzing them in. Lastly, you can use a code lock, but you will have to change the code periodically to prevent overuse and abuse.

WHAT OTHER TIPS CAN YOU SHARE?

Best Locks — I think the best locks are those identified as being pick-resistant and bump-key-resistant. They have complicated shapes and raceways, plus a key code system that can only be duplicated by the manufacturer.

I’m not a fan of circular or tubular locks. They can be easily picked using a pen, as illustrated by videos you can find online.

There are all sorts of keys in between with various security levels that may be acceptable, depending on your needs/cost ratio.

Coin Box Security — When buying a Laundromat, always order new coin boxes! The seller, or anyone else from his/her camp, may still have a set of keys. No need to take the chance. Also, put drops of nail polish on both sides of some coins and drop one in each coin box. If someone has access to your coin boxes, you will soon be missing the colored coin.

Releasing a Stuck Lock — If you can’t remove a key, and it’s not turning in the lock, spray the lock with a “dry lube” containing teflon (not an oil spray, because oils will eventually dry up and

become sticky), or use graphite powder. Then, using a small hammer, gently tap on the back of the key as you turn it.

Sometimes, there is a lint and gunk buildup inside the keyhole that is pushed toward the back every time a key is inserted. Eventually, there is enough gunk to prevent the key from lining up with the tumblers.

Tapping while turning usually gets your key past that, and will also help to jump the tumblers into place. After you successfully remove the key, use a small wire pick to reach into the back of the keyhole to pull the gunk out. If one lock does this, the others surely will soon, so use your pick to clear them all

If the reason you’re having problems is that a coin box is too full, jamming up the locking plates, the tapping can loosen them up just enough to free up the lock.

Freeing a Broken Key — Try pulling the key out using picks and tweezers first. Otherwise, the lock will have to be drilled out.

You might be able to reconnect the two pieces using epoxy but both key halves must be completely clean of dirt and free of oil for the epoxy to stick. Don’t use too much glue or it could ooze into the lock itself.

Keys wear down with repeated use. Check your keys for wear and metal fatigue so you can change them before they break. ACO

Paul Russo owned and operated multiple Laundromats in New York City for more than 40 years before retiring in 2018. He’s a regular on the Coin Laundry Association’s online forum, posting under the pseudonym “Paulie B.” You may direct any questions or comments for Russo to Editor Bruce Beggs at bbeggs@atmags.com.

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GOLD COIN MAKES PERSONNEL CHANGES, CREATES NEW DEPARTMENT

Distributor Gold Coin Laundry Equipment says it has expanded again, with the rehiring of a familiar face, a new Sales Department hire, and the creation of a new department.

Ken Mackay has returned in a new role as Parts Department manager. Mackay worked in that department off and on as a teenager, then came aboard full-time as a technician in 2007. In 2010, he moved into the Parts Department, eventually taking on the role of parts buyer.

Mackay left for another opportunity as 2018 ended but Gold Coin rehired him over the summer and brought him back as Parts Department manager. He’ll oversee a staff of four with a goal of streamlining operations and improving sales and profits.

Ed Gonzalez, who previously headed the Parts Department for more than nine years, is now heading up Gold Coin’s new Field Support Department. Gonzalez started with Gold Coin as a part-time warehouse assistant in 1995, eventually ascending to department manager by 2010.

Gonzalez will manage a staff of three who will support the Sales and Service departments in a variety of ways, including DexterLive and card system installations, equipment startups, and service call follow-ups.

New to Gold Coin is Steve Weaver, brought on board to handle equipment sales in the northern part of Gold Coin’s territory.

Weaver has been active in the industry for roughly 20 years, the last 13 as owner of SW Moving, a company that warehoused, delivered and installed equipment for many upstate New York and New England laundry distributors.

He will cover 21 upstate New York counties as well as eight counties in western Connecticut and Massachusetts.

SPEED QUEEN COMMERCIAL, UNIMAC NOW FACTORY DIRECT IN TEXAS

Alliance Laundry Systems reports that it will serve customers for its Speed Queen Commercial and UniMac brands direct in the state of Texas.

The announcement comes as Alliance marks its second acquisition in Texas, following the recent purchase of Commercial Equipment Company’s (CEC) distribution business from the Smith family in Dallas.

Alliance says Texas customers will benefit from the factorydirect linkage, which will translate into improved access to a wide variety of resources, greater on-hand equipment and parts inventory, and highly professional sales, service and installation staff.

TCATA PRESSES ON IN PREPARATION FOR CENTENNIAL

The Board of Directors for the Textile Care Allied Trades Association (TCATA) in November voted to take further action in support of maintaining association operations following the death of longtime CEO David Cotter, 64, who had served in that role since 1993.

Since Cotter’s death in early August, TCATA President Leslie Schaeffer has continued to maintain association operations and services to its members. The international association represents manufacturers and distributors of drycleaning and laundry equipment and supplies.

The board voted that—effective January 1, 2020—Schaeffer will become the association’s CEO and President-elect Fred Schwarzmann, chairman and CEO of the A.L. Wilson Chemical Co., will become president.

Schaeffer owns BPS Communications and manages three regional drycleaning and laundry association trade shows. She will continue those duties.

The board also promoted Office Manager Luci Ward to business manager. Her duties will include helping create a more member-driven culture as well as supporting the goals and objectives of TCATA’s strategic plan, the association says.

TCATA will celebrate its centennial April 29 through May 2, 2020, at its Annual Conference in Hilton Head Island, South Carolina.

PELLERIN MILNOR WELCOMES LIMA, PROMOTES OTHERS

Pellerin Milnor Corp. has hired Mauricio Lima as its newest regional sales manager, the laundry equipment manufacturer reports. Lima joins the Milnor team with over 17 years of laundry industry experience, bringing a “widespread knowledge of international sales and global markets.”

Prior to joining Milnor, Lima spent three years as American Dryer Corp.’s international sales manager and 10 years as its director of international sales. He also previously served as Whirlpool Corp.’s sales manager for Asia/Oceania and Latin America.

Lima’s responsibilities with Milnor including overseeing all sales aspects in Latin America, as well as small machinery and vended machinery in Asia. He’ll seek to expand and strengthen the brand while bringing growth and market-share expansion.

In other personnel news, earlier this year, Milnor promoted long-term employees Ken Gaulter and Gary Lazarre to vice presidents. Gaulter is now vice president, Product Development, and Lazarre is vice president, Product Support. Both men began their careers with Milnor as electrical engineers in 1982.

Additionally, Russ Poy, former vice president for Product Development, assumed the position of senior vice president, Product Development and Support.

Ken Mackay

Steve Weaver

Ed Gonzalez

Mauricio Lima

• Designed to deliver more strength, storeowner control & servicing ease.

• Advanced programmability of water temperatures, fill levels, cycle times, spin speed & vend prices.

• Individual sensors are removable & replaceable.

• New twin spray water-delivery system ensures a quality wash.

• Inverter Direct Drive provides superior durability & reliability.

• Optimized Washing System automatically detects over-sudsing & counteracts with a suds-reduction process.

• Quiet, energy-efficient & 400 Gs!

• Compact footprint & stackable configurations for more capacity &

per square foot.