Speed vs. Quality

I was looking at an episode of 60 Minutes where Pierre-Alexis Dumas, Hermès artistic director, was being interviewed.

Pierre-Alexis made a statement that’s stuck with me ever since:

“You cannot compress time at one point without compromising on quality.”

I immediately thought about a couple of laundry owners/operators who removed the 24-hour service option from their PUD service. Their “whys” varied, but common ones were:

• Strain on production to turn around
• Lack of space and equipment
• Demand didn’t meet expectations

The most interesting part was that even though they ended the service, business didn’t drop.

Sure, a few clients complained, but removing the 24-hour option proved to be the right decision. The operators shared that they have more time to invest in the quality of the orders, and that’s what keeps clients coming back.

Pierre-Alexis said that compressing time often means compromising quality. These operators did the opposite by expanding time to increase quality.

Thinking about the thinking of laundry:
Are you building a business based on industry statements or factual information from your market and business

Hearing these stories led me down a rabbit hole to answer the question: Is 24-hour service more hype than substance?

Let’s take a trip back to 2013. FlyCleaners launched in New York with a focus on on-demand pick-up and next-day delivery. It took off like a rocket. In fact, during their first year, they grew their client base by 20% weekly.

You read that right. 

20% each week….wow.

But as their client base grew, so did their operational challenges. Their ratings started to drop due to inconsistent service, lost or damaged laundry, and delayed deliveries. Some clients stated that their clothes were being “held hostage” and reported losing thousands of dollars’ worth of laundry.  People called, emailed, and even took to social media to get in contact with the company about their problems, but FlyCleaners was unresponsive.

In late 2019, FlyCleaners laid off 116 staff members and faced a mountain of unresolved client complaints. In 2021, they were acquired by Rinse. 

Make no mistake, I believe there should be an option for an express 24-hour service or even same-day at a premium based on current capacity—but not an entire business model around it. I’m willing to bet $1.00 (Trading Places 😉) that if we compile the data from the industry, the number of clients that actually need 24-hour turnaround is lower than most operators think.

We’re living in a time where speed is prioritized over everything else. But as more people entrust us with their garments, should speed trump quality? 

Should we prioritize “done fast” over “done right”? 

Or should we build a reputation based on quality, even if it takes longer than 24 hours?

That's all I got for you today.

Waleed

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production

Echoing the thoughts of Benjamin Franklin.

The bitterness of poor quality remains long after the sweetness of low price is forgotten