CHICAGO — For the investor first entering the vended laundry business, or a store owner looking into improving or expanding their operations, they often call on a distributor serving their area.
Supplying vended laundry equipment and parts is perhaps what these distribution businesses are best known for but their menu of services stretches beyond the physical products they sell.
This month, American Coin-Op polled a variety of distributors throughout the country about their approach to service and support. Part 1 of this article included introductions and how distributors may inform current/potential customers about the products they sell and the services they offer. Let’s conclude:
IN THE FACE OF ‘JUST TRYING TO SELL SOMETHING’
There are times, justified or not, that a prospective customer may feel like a distributor is coming on strong “just because you’re trying to sell me something.”
Hearing negative stories of what Andy Wray, ACE Commercial Laundry Equipment sales manager, calls “‘trunk-slammer’ distributors without brick-and-mortar or history” motivates his company to work harder to disprove that connotation.
“Many new people getting into the industry for the first time say they are thankful to hear about all of the pros/cons before entering (the) laundromat business through preliminary chats with us,” he says. “Hearing the good, the bad, and the ugly before they take on loans or sign leases is where you have to help—in addition to a sale. Being part of a long-term laundry family business, a reputation for integrity is one of the things you can’t negotiate on and always comes first over a sale in our book.”
“We are never just selling a product, we are committed to exploring all product options to ensure we maximize our clients’ success in the laundry industry,” says Marc Katzman, president of Metropolitan Laundry Machinery Sales.
“To be straightforward, I can’t remember a time someone accused us of trying to only sell them something,” says Michael “Stucky” Szczotka, president of Eagle Star Equipment. “Our model is to service and sales will follow. Throughout my career, I have advised more people not to enter our industry for numerous reasons than I have advised into our industry, as well as assisting established operators that now may not be the right time for a particular purchase. I enjoy helping people build their businesses, not move iron.”
“I respect the opinion, however it couldn’t be further from the truth,” Tod Sorensen, vice president of Continental Girbau West, says. “We take a ‘community we live in’ approach, offer in-depth expertise that’s backed by a gamut of services designed to enhance how laundries are designed and operated. We work in good faith to help make our customers more successful than they’d ever be alone. Our success is driven by our customers’ success, both now and into the future.”
“My initial reaction is the confidence of knowing that our distribution model is essentially about the complete opposite approach to that statement,” says Jason Downey, vice president of sales for Southeastern Laundry Equipment Sales.
“Being in the sales and service industry, our goal is ‘to sell something,’” says Superior Laundry Equipment Director of Operations Rita Troyanovsky. “As long as we are selling products we can stand behind, we are OK with it.”
President Douglas Pratt’s response to the notion that his Gold Coin Laundry Equipment is “just trying to sell something”: “That we are more interested in building their second store (after building their first). We want them to succeed. We have a long list of happy customers who will gladly speak for us.”
THE DEPTH OF SUPPORT
Is there anything else you’d like to add about the depth of distributor support in the vended laundry industry?
“My personal take on commercial laundry is three simple concepts, and that is 1) how efficient is your equipment, 2) how well was that machine built, and 3) who is taking care of you?” Downey says. “And in my book, the ‘who is taking care of you’ is No. 1 in this industry.”
“Support for our customers is vital to the success of our business,” says Katzman.
“Our small industry is made up of years of relationships, helping people, follow-up, seeing owners grow and succeed, not just sign the dotted line and see you later,” Wray comments.
“We truly feel like we are partners in their business, and we tell them that,” President Jeff Seele says of his Sav-A-Day Laundry Machinery customers. “Our slogan has always been ‘Exceeding Your Expectations,’ and I believe we do.”
“Just that we usually have every answer to every question a potential investor or customer could ask,” says Pratt.
“As I have said hundreds if not thousands of times over the years, I make this promise: If you have a question, give me a call and if I don’t have the answer, I guarantee someone in my phone does,” Szczotka pledges.
“Be sure the distributor you select isn’t based on equipment price alone,” advises Sorensen. “Look for one that adds value to your business, one that will help take you to the next level of success in all segments of commercial and industrial laundry, and one that will support you now and into the future.”
Have a question or comment? E-mail our editor Bruce Beggs at [email protected].
