RIPON, Wis. — Whether a consumer is deciding between which grocery store or Laundromat to frequent, they want to get the most out of their money while receiving quality service and products.
Keep this key thought in mind when considering how to nurture and strengthen loyalty among both new and existing Laundromat customers.
From the moment a customer walks in the door to when they remove their last load from the dryer, every aspect of his or her experience must be on point.
Here are some ways to leave a lasting positive impression and help customers see your store as the best choice for their laundry needs:
INVEST IN THE BASICS
Customers invest time and money to do laundry at your store, and deserve to feel safe and comfortable while completing the task.
Before even stepping foot inside, a prominent, professional-looking sign shows customers that you are proud of your store and are committed to making their experience a positive one.
Once inside, the store must be aesthetically pleasing. Keeping floors and machines clean, and free of loose articles and debris, goes a long way to creating a favorable environment.
A thorough survey and sweep of the Laundromat should occur frequently throughout the day. Beyond routine cleaning, be sure to repair any damaged ceiling tiles, wax floors, paint your store frequently, and replace dim lights as needed. Additionally, providing a clean, well-kept restroom is essential to the customer experience.
If customers perceive your store as a dark and dingy place, they will take their business elsewhere.
Once these basics are common practice, store owners can further enhance their space by providing ample comfortable seating, plenty of easy-rolling laundry carts and sufficient folding space.
One might also consider installing TVs and automatic doors, and providing other amenities such as Wi-Fi or vending machines.
Any upgraded amenities will make your customers feel more welcome and comfortable—increasing their loyalty.
CREATE A TAILORED EXPERIENCE
Defining and educating yourself about your store’s target market, and then catering your marketing to that specific audience, is an essential step to building and growing a loyal customer base.
A demographic report can help define this audience by providing information on the surrounding population, including age, gender, average household income, etc.
Additionally, it is important to learn about your customers’ lifestyles, attitudes and values.
Consider chatting with residents or visiting nearby businesses to gain perspective. This valuable insight will help you to cater your store’s amenities and offerings to your specific neighborhood, providing a tailored experience to your customers.
Inside the store, get to know customers on a personal level and learn what store features they value most. Use this information as guidance to demonstrate areas of improvement and success.
Meanwhile, train employees continuously to increase customer service skills. Provide uniforms so customers can easily identify employees.
Additionally, offer perks that competitors do not, which might include offering to carry bags to customers’ cars, a children’s play area, or complimentary coffee.
Taking the time to truly understand your customers will help increase your bottom line. By targeting the audience that is most likely to visit your Laundromat, you’ll be better able to maximize marketing dollars and programs.
Also, spending time with current and potential customers and asking for input gives you instant credibility. You will be viewed as someone who genuinely wants to provide top-notch service, and your customers will be comfortable referring their friends and family to your store.
Check back Tuesday for the conclusion!
Have a question or comment? E-mail our editor Bruce Beggs at [email protected].