Millennials and most of Gen Z are well into adulthood. While these generations don’t make up the majority of the market now, their buying power in the near future shouldn’t be underestimated.
Based on conversations I had at the Coin Laundry Association’s Excellence in Laundry Conference, many laundry business owners still design their stores, services, and processes to attract Gen X (35-54) and Boomer (55+) customers.
It’s understandable considering those generations have more disposable income, but what about 5-7 years from now?
If you aren’t designing your laundry business with future generations in mind, you risk falling behind.
Here’s what to focus on if you want to start attracting future generations:
Client Experience
Younger generations don’t just want clean clothes. They want an experience worth talking about (and sharing about on social media).
Start with the basics by making your space welcoming, offering convenient services like pick-up and delivery, and making store information easily accessible online.
Then look at the process your clients go through to use your services. Is it easy to find parking? Can they order online? What payment methods can they use? What will clients do while waiting for their laundry?
Every step of the client experience should be memorable for the right reasons.
Connection
Younger generations want to feel connected to and valued by the businesses they support. Since laundry businesses serve clients in person, it’s easy to build these connections without much extra effort.
You can:
- Send a birthday card or discount code to use during their birthday month.
- Participate in local community events so potential clients can get to know you and the team.
- Offer tailored recommendations based on their preferences.
- Or keep it simple and put stuff in your store they like.
The key to connection is making sure every client is treated like an individual.
Thinking about, the thinking of laundry:
When you look beyond your client base of today, and look 5 years into the future, who do you see?
Social Issues
Millennials and Gen Z want to support businesses that care about more than profits. They’ve been knowledgeable about social issues their whole lives, thanks to the internet, and tend to be more passionate about them than other generations.
Appeal to Millennials and Gen Z by aligning with a cause that’s important to your local community.
This could look like:
- Donating a percentage of profits to support a local cause
- Allowing local organizations to sell fundraising goods in your store
- Encouraging employees to volunteer with local organizations
- Participating in local events like 5Ks and coat drives
Convenience
Convenience is a non-negotiable for younger generations. Look at the client experience for places where there’s friction and make changes to remove it.
For example:
- Do your machines still rely on coins, or can clients use mobile pay?
- Do clients have to place orders in person, or can they place orders online?
- Are phone calls the only method of communication, or can clients reach you via social media and text?
Consider creating a mobile app that addresses all of these by allowing clients to order, pay, and track their laundry.
These changes will help you attract future generations without alienating your current clients.
That's all I got for you today.
Waleed
✌️🏴☠️
p.s. do me a huge favor for 45 seconds, click here.
Echoing the wisdom of Abraham Lincoln
The best way to predict your future is to create it.
Thanks for reading this editorial. I hope you enjoyed it.
