Days 0 to 100 of Your Customers’ Journey with Clean Cloud’s John & David

Jordan Berry [00:00:00]:
Hey, what’s up, guys? It’s Jordan with the Laundromat Resource Podcast. This is Show 178, and I’m pumped you are here today. We’re kicking off a brand new year, 2025, a year to remember for all of us, no doubt. I’m super excited to kick this year off with you. Thank you for sharing it with me and the folks at Clean Cloud over here who are joining us as our guest. And, here’s what I love about this episode. We are going to dig into the first 100 days of your customer’s journey with your business, what you should be doing, how to get them into that first 100 days, and what you should be doing along the way in those first 100 days. This is, like, truly an incredible episode.

Jordan Berry [00:00:44]:
You’re gonna get a lot of very tangible takeaways, and it is going to be valuable no matter where you’re at in your journey or what equipment or software or anything that you’re using. There’s stuff in there for everybody. Again, super practical stuff. Love it. And not only that, but, John has agreed to come on and do a live q and a because I think this is gonna spark some creativity, some thoughts, some questions. And, not only that, but, you know, as you know, software developers in the laundromat industry with Clean Cloud, which is a, wash and fold and pick up and delivery software, that a lot of laundromats use, They get to see a lot of what’s working in this industry and what’s not working and what the best people are doing, to be the best in the business. So super cool opportunity to kick this year off with a live q and a with these guys on January 21st, 2025 at 4 PM Pacific and 7 PM Eastern. So you can get more information on that on the show notes page, which is laundrometresource.com/show178.

Jordan Berry [00:01:55]:
And by the way, any episode that you listen to and you wanna get more information, all of them have a show notes page. It’s lawnmeretresource.com/show, and then the number of the show. K? So 178 for this one. Or on the events page, which we’re starting to build out our years, at least the first quarter’s events, different webinars, q and a’s, all kinds of good stuff going on. So check out laundrometresource.com/events. And let’s kick this year off the right way. Let’s get it started, buying your 1st Laundromat or optimizing your existing Laundromat or scaling that Laundromat, portfolio or service side of the business. That’s what we’re all about here.

Jordan Berry [00:02:35]:
Okay. That was a lot, but, you know, it’s a new year, and I just wanna make sure we’re all feeling feeling comfortable here, feeling excited, getting jazzed about this year. And, let’s kick it off this way. I can’t think of a better way to do it. So let’s jump into it with the Clean Cloud crew. John and David, welcome back onto the show. Super excited to have both of you guys and represent Clean Cloud back on the show. How are you guys doing today?

John [00:03:01]:
Good, Jordan. Thanks for having us.

David [00:03:04]:
Yeah. I’ve been good here too. It’s been quite a few years. Right? So last year, you remember what it was.

Jordan Berry [00:03:09]:
I’m gonna look it up while one of you guys is talking and I’m ignoring you. I’ll look it up and I’ll I’ll drop in a little bit. I should look that up beforehand. But no, it’s been a little while, so I’m excited to have you guys back on. And actually we did, last time, was awesome. We did the ABCs, running a successful modern laundromat there. Right. And super, well received people still go back and reference it all the time.

Jordan Berry [00:03:35]:
And like I said, I’ll go back and look at what number it was in case anybody listening wants to go back, which you should if you haven’t heard it yet. But today equally compelling topic, which we’ll get to in a second, but, what real quick. First of all, like, where are you guys tuning in from? We’re all over the place right now.

David [00:03:51]:
Yes. We’ve got a multi time zone podcast. Right? So I’m currently in Northern California. So I’m on the minus 8.

Jordan Berry [00:03:58]:
Okay.

John [00:03:58]:
Yeah. And and and and I’m, in the UK at the minute, back home for Christmas.

Jordan Berry [00:04:03]:
Alright. And I am back in Southern California, but tomorrow I’m heading to Hawaii. So Nice. Which would have made this 2 hours earlier for me. We could have been all over the globe, but we still are international today. So I’m excited. Why don’t we start here? Why don’t you catch us up on what’s been going on since you guys were last on a couple years ago?

John [00:04:24]:
Oh, we we’ve been busy, like, I guess, you know, continuing to to, improve the product. We roll out rolled out hundreds of features, expanded the business. So we now we now service customers in about a 105 countries, but we’ve we’ve also grown massively in the US. So the US is is our biggest market, makes up probably about 50% of our customer base. So so even though we’ve expanded globally, you know, we we’ve also expanded a lot, you know, across the US. And, yeah, like, servicing in all types of businesses in the laundry sector, but laundromats is definitely our the fastest growing sector. So it’s it’s good to be back and and talking about all the other stuff we’re doing.

David [00:05:14]:
Yeah. And I think it’s just like a kind of matter of scaling up. Like, we’ve scaled up. We’ve become a much more mature company. Like, on payroll, we have about kind of 50 members of staff now. So probably when we last spoke, it was probably more around the 15 mark. I imagine we probably doubled since then. We grow about 40 to 50% in terms of our customer base each year.

David [00:05:34]:
So in terms of what’s going through clean cloud, it’s very much a kind of where kinda hockey’s sticking up at the moment.

Jordan Berry [00:05:42]:
That’s exciting. Yeah.

David [00:05:44]:
Yeah. It’s going really well. Like yeah. And it’s been part of our challenge has just been, like, meeting the needs of all these different customers, whether there’s, like, the smallest of the small customer up to the biggest of the biggest. Mhmm. But also, like, handling, like, the amount of volume that we do. So we’re kind of rapidly approaching one order per second going through King Cloud, like 247365. So that’s kind of approaching the 2,500,000 orders per month mark.

David [00:06:09]:
So if you think about, like, we’ve just been speaking here on this intro, like, you know, like, there’s probably been 30 orders in the last kind of 30 seconds kind of thing. So

Jordan Berry [00:06:19]:
That’s crazy.

David [00:06:20]:
And then, yeah, if you think like every order gets touched kind of, you know, 10 times or something by members of staff detailing it, moving it through the process, like putting up updates on the order, customers checking in on the status of their order, That might be kind of like, you know, 10 to 20 interactions per order. So when you look at what’s going on in our server, it’s something like 200 interactions per second kind of thing. So plenty of stuff going on at scale, like plenty of nerdy numbers going on. Just to think about the human story, yeah, like, you know, it’s, lots of customers. The smallest of the small up to, like, all of the kind of big chains and franchises in the laundry business. So all of the kind of big guys in industry are now using us. They’re kind of understanding that they need all of the kind of stuff that we can do at scale for them, all of the advanced features, all of the multi store capabilities that you can do. So whether it’s these big emerging franchises, like Laundry Lab, Speed Queen, Tide, all of those guys kind of decided to use Clean Cloud because we have this kind of fully complete offering.

David [00:07:26]:
And, yeah, we’re very flexible to the needs of both individual businesses, so we’re not, like, telling people what to do with the software. We give them lots of optionality. They can optimize it based on their locality, what kind of service they offer, and just, yeah, like, the kind of demographics that they serve. And so, yeah, we cater for all of that flexibility and optimization is kind of where we are at the moment.

Jordan Berry [00:07:53]:
It’s a lot that’s happened since episode 75 in October of

John [00:07:57]:
2021. Wow.

David [00:08:00]:
Wow. Yeah.

Jordan Berry [00:08:00]:
It’s over over a 100 episodes ago, man. That’s a long time.

John [00:08:03]:
I I hear it’s the most viewed episode on on Launch Brand.

Jordan Berry [00:08:08]:
I I will say I don’t know about that, but it is definitely the best looking episode of all of them for sure. No. It like I said, I mean, that’s a very popular episode, and, it it’s easy on the on the top five. I don’t know if it’s number 1 or not, but it’s easy on the top 5 there.

John [00:08:26]:
If it needs to be number 1, then it’s fine. Yeah.

Jordan Berry [00:08:28]:
This this one will this one will probably be number 1. Let’s just face it. This will be A few a

David [00:08:32]:
few wrinkles since then as well. Like

Jordan Berry [00:08:34]:
That’s right. That’s right. Some gray hairs and the and the beard over here. Hiding those. Yeah. I can’t hide those. That’s right. Yeah.

Jordan Berry [00:08:40]:
Yeah. The hairline’s gone back a little. Not John’s, but mine at least. Well, hey, I I’m excited. I mean, today, we’re we’re gonna be talking about day 0 to 100. I mean, you guys have had a ton going on, over there, a lot of development, a lot of learning, you know, and you were kinda joking about, you know, the nerdy numbers and stuff over there and that, you know, that comes along with the software side of things. You geeks over there, dig into your numbers and stuff. But, You know, one of the things I’ve been saying a lot is, like, we need to pay attention to our numbers over here.

Jordan Berry [00:09:15]:
And I know that’s one of the things we’re gonna talk about today, but day 0 to a 100

David [00:09:19]:
Yeah. Your customers, like, what happens on day 0 for them all the way through, like, finding your store.

Jordan Berry [00:09:24]:
Killer.

David [00:09:25]:
How they find your store, like, what their first experience is like, what you can do to improve that, how you can kind of make them a sticky customer, how you can make them evangelical about their business, how you can kind of make roads into, like, the community. So it’s more about that. So it’s just a slight change in perspective. Right? Like, imagine what it’s like for your customers, and then from that, build the business and the experience and the logistics, like, based on that customer experience.

Jordan Berry [00:09:54]:
I love that. You know,

David [00:09:55]:
it’s like an out of body experience this episode. Like, we’re going into the minds of your customers.

Jordan Berry [00:10:01]:
We exercise our empathy muscles today. Exactly. Yeah. I love it.

David [00:10:05]:
So it’s kind of like you wanna think about like the customers are out there. They’re kind of like the flighty, exotic bird kind of thing, and then, like, what we’re looking to do is convert those exotic birds into golden geese kind of thing. And, like, the golden goose and geese are playing golden eggs for you. And it’s like partly like a marketing challenge, partly logistics, it’s part of your processes. It’s improving your customer experience. It’s, yeah, it’s kinda gonna be all of that kind of stuff. So and we’re gonna do it probably mainly from a pickup and delivery perspective, but we’ll cover some kind of in store lessons as well. So some some of these lessons are gonna apply to both kind of models of stores.

David [00:10:52]:
Some’s gonna be a bit more p and d focused because a lot of that kind of advertising spend is gonna be aimed at attracting pickup delivery customers. And then, yeah, I think, like, we’ll layer in some ways that, like, clean cloud, which can help with this stuff, automate it, but you don’t need to be a Clean Cloud customer to benefit from this. But maybe after kind of, like, watching this or listening to this, wherever you’re coming from, like, maybe you’ll think about being a Clean Cloud customer. But, yeah, you know, like, plenty to learn from, and you don’t have to be one of our customers. But, yeah, I

Jordan Berry [00:11:24]:
think that’s a fair I think that’s a fair bargain of you’re gonna come talking day 0 to a 100 with your customers, and all all you’re asking to return is to think about maybe becoming a clean that’s that sounds like a fair trade to me. Exactly. I like it.

David [00:11:39]:
Like it’s, it’s a bit meta. It’s like you gotta think about being a customer, but at the same time, you can think about being a customer of clean cloud.

Jordan Berry [00:11:45]:
That’s right.

David [00:11:46]:
I need day 0 for Clean Cloud.

Jordan Berry [00:11:48]:
Day 0 and your journey for Clean Cloud. I love it.

David [00:11:53]:
But yeah. So I don’t know. Like, we can kick it off with day 0. So, like, premise for day 0 is, like, your customers are out there. Like, they know they wanna get their laundry done. They’re looking to solve their problem. Right? So, like, first, it’s like, okay. Let’s think about what is their problem.

David [00:12:12]:
And then, like, base you know, so it could either be, like, okay, they just wanna find a local laundromat to do their laundry. They wanna do, like, pickup and delivery. Maybe they’re, like, a kind of young mom or young dad, and, like, they need help with laundry, so they need, like, some sort of automated service. Or, like, they’re looking for, like, okay, the next 9 months of their life. They want, like, a good value laundry subscription so they can take care like, laundry can be done for them for, like, the next 9 months kind of thing. And then yeah. So so, you know, what is the problem? What are they searching for, and where are they searching for? Right? So we’ve got, like, quite a kind of exhaustive list, of things to go through. I don’t know.

David [00:12:52]:
Like, John, do you wanna chime in on some of them? And we

John [00:12:55]:
can Yeah. I I think, obviously, you know, depending depending on the type of customer, I think this the the important point is to under firstly, try and understand, the types of customers that you’re looking to service because based on that will determine, you know, how you actually want to attract them to your store or service. So, for example, you know, if if, you know, as Dave mentioned, if you’re a stay at home mom or dad, you know, more than likely, you know, you’re gonna be searching online. You’re gonna be going on your phone. You’re gonna be going on your computer, your iPad. You know, searching for your local laundromat. And then we know when once you once you search, you know, you’ll you’ll no doubt be presented with a long list of, you know, potential laundromats that you could use. So then you need to think about, you know, what are the other things that you need to be good at.

John [00:13:50]:
So not just Google rankings to be in at least in the top 3 or 4, but you also need to think about having good reviews as well because, you know, yes, you’re in the top 3 or 4, which is great, but then you need to differentiate, okay, what’s gonna make them click, you know, one of those four links. And it does tend to be Google reviews. That’s what we tend to see. And, obviously, you know, having lots of Google reviews and having a high, you know, Google rating, is is very important. And just by getting, you know, that step correct, you then get you then get taken through to really strong, nice looking website. You know, people can then see nice pictures of the store, nice pictures of the vans that you know, with nice branding, nicely wrapped, and they they get a good sense of the type of quality, and service that you’re offering. And, also, you know, you know, again, they might see some more reviews from some of your customers who not just stars, but actual reviews where someone’s written stuff. And then no doubt they’ll then probably go on to the pricing page.

John [00:15:06]:
And if all of those things, you know, like, sort of work for them, and appeal to them, you know, the chances are you’re gonna get someone book an appointment or at least call and ask some questions. So it’s important to get those sort of initial steps, you know, as best as possible for your for your business. You know, we see a lot of customers that come to us, and they have they have terrible websites. They don’t have a website. They have bad reviews, and then they’re wondering why, you know, they’re struggling to get orders or get customers. And so, you know, these are the what I call the basic things that you need to be thinking about. And you don’t you know, this doesn’t mean you don’t need to spend a lot of money. You don’t need to spend £1,000 on a website.

John [00:15:54]:
No. You know, you can get a nice website for hardly anything. Getting good Google reviews is, you know, is not difficult. Provide a good service. Get your employees to ask your customers reviews. You know, once they get into the habit of that, you know, you’ll you’ll slowly slowly start to add more and more. So so they’re they’re that’s, like, the basic things.

David [00:16:19]:
David, do you wanna add anything? So in what yeah.

Jordan Berry [00:16:22]:
Real quick. I I I wanted to just jump in real quick. I mean, because you say that those are the basic things, but I and they are, but I will say that still the majority of laundromats are not doing those basic things. So, you know, all of those things are critical. And I know a lot of you guys listening are doing those things. But there’s so many laundromats that aren’t doing I just got off a consulting call on a guy who’s trying to buy a laundromat. It doesn’t have it’s in San Jose, California, Silicon Valley. Right? Does not have a website.

Jordan Berry [00:16:52]:
Does not have a Google profile. No Google review. Nothing. Right? And it it’s so common still, that even though that’s the basics, it’s low hanging fruit. Like I said, it doesn’t have to cost you a ton of money. It doesn’t have to be a lot of time, you know, but if you just take care of these basics, you’re gonna already be in the top 25% of laundromats just by doing that.

John [00:17:17]:
And and then just just to go, Matt, to my point about, you know, knowing your customer, you know, you might have a laundromat, but you don’t rely on someone searching online. You, you know, you might you might have been a really good location where hundreds of people drive past you every day. And so you might think, you know, I don’t need to bother. But, you know, as you said, Jordan, it’s low hanging fruit. Like, you know, you should be doing these things regardless of of whether you think you actually need them or not. I guarantee you definitely need them.

David [00:17:47]:
Yeah. It’s basically you have many different types of customers. You need to be where they are. There’s many different ways of searching for, like, a laundry business nowadays. Just to talk a bit more about the website stuff, you know, you need to cover all of the basics, whether it’s, like, it needs to be mobile friendly. It needs to be fast. Like, that kind of time to first, like, page load is important for, like, boosting your Google ranking. It needs to be always up.

David [00:18:11]:
You get punished, obviously, if customer visits your website and your website’s down or, like, Google visits your website and it’s down, you’ll get punished. And then, yeah, like John said, like, good photos. If it’s an in store kind of operation, just like a local laundromat, you need those, like, really nice, like, photos inside the store showcasing your, like, nice clean machines, your modern machinery, nice clean floors, all of that stuff. It needs to look safe because, you know, like, people will be thinking about coming to a local laundromat laundromat maybe at 10 PM at night. If it’s late, then, you know, it needs to look safe for them. And then, yeah, you can always kind of advertise all of the various features you have. Again, if you’re a pickup and delivery business, it needs to be, like, a very p and d focused website. You need to get to the point quickly whilst providing, like, a very strong brand, like, presentation, quickly explain the process, but also, like, very quickly get the customer to the ordering, like, cart process and, like, reduce all of the friction towards placing that order.

David [00:19:12]:
The more you get in the way, the more likely they are to drop off. So be very considerate about what you are presenting to them. And then just, like, in terms of what Clean Cloud could help with this, like, we realized for us, like, this was a huge problem. Like, our customers coming to us, but then, you know, like, they they might not have been doing so well. Part of that was because their online presence wasn’t great. They were digitizing their in house operations with King Cloud, but their own online operations were a mess. And then, like, we were finding it hard to, like, encourage people to make better websites and stuff like that. So what we ended up doing is basically we built, like, our own internal website builder, So we have this, like, quite incredible and powerful fully in house website builder, which we give for free to all of our customers.

David [00:19:55]:
So as long as you’re a clean cloud user, we take care of like, you can, like, in about 5 minutes, create a very good looking website. We host that on AWS using, like, full high availability, so it’s, like, has a 100% uptime. We use very similar technologies for what we use for hosting, like, clean cloud software. So it benefits from all of the stuff that we’ve learned from, like, building a huge scalable platform. And then, yeah, right out of the gate, it’s mobile friendly. It takes kind of care of all of these lessons that we provided. We we provide some templates, so very quickly, you can just get a wizard when you go to it. Click a few buttons, enter a few bit of details, maybe upload your logo and an image.

David [00:20:36]:
And then, you know, in just, like, less than a minute, you’ve got, like, a very professional looking website that’s, like, ticks all of the boxes for Google. And then yeah. Straight out of the gate, we’ve kind of helped to improve that, like, online experience for all end customers. Like, that would then use your business kind of thing. So we’re trying to, like, raise the tide for everybody, like, using this kind of low cost solution. And you might end up actually paying less for a website, like, through just like, your Clean Cloud subscription might cost you less than what you would pay to get a website made. So but in this case, you’re getting, like, the pause, the p and d software, and the website, and all this other stuff. So is your clean cloud all for less than what it might cost you to get a website made externally.

David [00:21:19]:
So, yeah, that’s kind of how we how we kinda look at it. And then, yeah, like, some other channels we can talk about, like so some of the lesser known ones. So increasingly, people are using Google Maps as, like, a search engine. Right? So Mhmm. Either on a desktop, you just go to Google Maps, and you’re gonna search for laundromat, or you just open the Google Maps, like, app on your phone, and you search for it, or, like, Apple Maps or whatever. Right? So I think, like, increasingly, you have to think about that. Like, do you want to advertise on Google Maps? You can kind of give your my business extra priority. But also, like, on Google Maps, people are basically gonna search Laundromat.

David [00:22:00]:
You gotta think about where you’re appearing on that on that Google Maps ranking. They are, like, largely ranking by things like the customer reviews. So your Google reviews are super important. Things like having your Google My Business profile kind of properly there, having photos on your Google Maps listing that are similar to, like, your website. Because some of your customers are just gonna go to Google Maps, search for, like, laundromat. They’re gonna look at your Google Maps listing, look at your reviews, and then just place, like, an order, like, from there kind of thing. Right? So it’s gonna be, like, a very quick thing. They’re gonna largely bypass your website, like, maybe not even see your website, walk into your store, or kind of, like, from your Google Maps listing, like, be taken to, like, you know, ordering, like, your order online kind of thing.

David [00:22:48]:
So you have to think about Google Maps. It’s very important nowadays. The other thing is, like, you gotta think about, like, those lesser known places. So, like, we talked, like, with I guess, like, the obvious one is Google PPC. That’s a very expensive thing, and we can talk about that, like, in detail later, how to make that, like, expense, how to make that cost effective.

Jordan Berry [00:23:09]:
Just real quick, I just wanna make sure everybody’s on the same page. So that’s Google pay per click ad ads. So you’re paying for advertising. I just wanna make sure we’re on the same page.

David [00:23:18]:
Yeah. And so, like, obviously, like, Google, like, the pay per click is, like, a huge thing. Right? Especially for pickup and delivery. You’re going to be competing with other people probably in your area for people, like, search terms, like laundry, pickup and delivery, near me, those kind of things. So if you do that, it can be quite expensive. But then if you’re gonna do it, you have to make sure it’s cost effective. So we put in, like we started putting in, like, a lot of tracking into it to help you make sure it’s cost effective. And we do that in 2 different ways for Clean Cloud.

David [00:23:48]:
So we we can send, like, events over to your Google Analytics accounts. If someone clicks on an ad, they can land on your kind of website booking portal with a place in order or signing up to create an account. And then based on that, we say if they complete certain actions, we send that information over to your Google Analytics, and you can count those as kind of, like, event conversions. And based on that, you can look at, like, okay. I’m spending this amount in Google Ads in your Google account. This is, like, the number of kind of effective conversions I’m getting, and then you get an idea of, like, how effective your campaigns are, and you can kinda dial it in a little bit. And then the second way we do it is we also track, like, in clean cloud internally, like, has a customer come like, which source does your customer come from? So if they clicked on Google Ads, then landed on your web booking tool that we provide, we will track, okay, they came from, like, a Google Ad or they came from a Facebook ad, that kind of stuff. And then, like, internally in clean cloud, we can show you, okay, like, the all of these customers came from this advertising campaign, say, from Google or Facebook or whatever, and then we show you, like, how many orders, like, the value how many orders and the value of those orders that those customers have gone on to create.

David [00:25:01]:
So it’s like, from that, you can compare, like, say, okay. I spent, like, $1,000 on pay per click advertising in November, And then that generate that’s brought in all of these customers, we can show you, and then we can say, okay. Over the next, like, 6 months, those customers generated this value of orders kind of thing. So then what we’re trying to get at is, like, we can present you with the full, like, long term value of your customers. So, you can look at, like, okay. My customers are going on to like, this customer that I spent, like, a $100 acquiring has gone on to spend $1,000 kind of thing. And you can look at that on your advertising campaign, and based on that, you can get rid of your bad campaigns. You can, like, seek to refine, like, certain campaigns.

David [00:25:49]:
You can look at where people are getting stuck on your campaigns, and basically make sure all of that marketing money you spend is actually being well spent because people are now spending a lot of money on PPC. Making sure you convert your customers is maybe, like, one of the most important things, like, that’s been, like, taking place in 2024. It’s gonna be a big deal in 2025 and beyond because it’s very competitive out there in the kind of PPC world. And then, yeah, like, then you gotta think about the other channels because the Google game is getting quite expensive. We know it as a business ourselves just so we spend, like, you know, vast majority of our marketing budget probably goes on Google PPC. So, you know, increasingly, like, look at all of those other channels, whether it’s Instagram, Facebook, Nextdoor, Yelp, TikTok. Like, some of our customers are now having quite a good experience with Instagram. Like, if you target, like, a relatively young demographic in your area, then, like, having a decent kind of Instagram campaign is very, very important.

David [00:26:57]:
Like, some people haven’t had good returns from it, but some are increasingly doing that. Say, for example, if you serve, like, a college campus or something and you wanna, like, attract or you’re very near a college campus and you wanna kind of attract them, then, like, a geofence campaign around in your area on Instagram, like, across kinda meta stuff is, like, increasingly important. So and then also, you know, people used to write off some of these things. They used to say, okay. Instagram is not good for this vertical of, like, laundry of laundry and dry cleaning. But that is kind of increasingly changing, but also because Google’s getting expensive, you have to consider all of your different, like, potential avenues that you’re gonna spend your marketing dollars. So, yeah, I think, like, start throwing some experiments around. Like, take all of these other avenues a bit more serious than you might have before.

David [00:27:49]:
But yeah.

Jordan Berry [00:27:49]:
I I love it. I mean, you know, and this you know, I I don’t want I don’t want this to feel, overwhelming to people because you threw out a whole lot of stuff. Right. And it can easily start to feel overwhelming. But, you know, I think the point is, is like you start, like start, take care of the basics. Once you have the basics taken care of, then start, like you said, putting some money in a couple different places and experimenting with, with things and seeing what’s working, what’s not working. And, you know, having the ability to have the data available saying, it cost me this much

David [00:28:24]:
to get this customer, but the customer

Jordan Berry [00:28:24]:
spent this much much money is invaluable because I would trade $100 for $1,000 like you said, every day. I’ll as many $100 bills as I can get, I will I will invest it in making it into a 1,000. So, that and that’s what we have the ability to do here. Right? As as owners, if we’re keeping track of that stuff, we have the ability to take small amounts of money plus our services and turn it into larger amounts of money. And that’s exactly what we’re trying to do.

David [00:28:58]:
Yeah. Yeah.

John [00:28:58]:
And and and also, it’s it’s not just about getting that customer to place, you know, that one that first order. You know, it’s about that lifetime value. So, you know, with one ad, you could potentially create a 100 orders out of that, you know, and tens of 1,000 of dollars over over the lifetime. And so that that’s the way to look at it. Don’t just think about conversion. You know? It’s it’s not about that. You know, you want to find those customers that are gonna be of your long time and spending a lot, you know, regular customers. That’s how you build a very successful business.

John [00:29:37]:
And those are the customers that you should then, you know, focus on acquiring more of because, obviously, they’re they’re the sticky ones that you’re gonna build a really, you know, good long term business with.

David [00:29:48]:
Yeah. Because the danger is, say, like, you go out, you hire, like, an expensive marketing agency, and they will try and show you results. The to them, results is something like, okay. We’re getting a good conversion rate, and they find, like, a very easy way of measuring that. And it might just turn out they’re sending you a load of junk customers who would you know, they maybe don’t even create an order. Or if they do create an order, they’re not necessarily a serious customer. It’s a wrong target kind of thing. So be wary of that.

David [00:30:13]:
Like, if you can bring this stuff in house, we provide the tools for you to be able to do that cheaply and understand it, and we can provide a bit of coaching around that. But yeah. So be wary of that stuff. And like John said, like, make sure you’re getting those, like, a, like, yeah, make sure you’re attracting those customers, but, b, we’re gonna talk a bit more about that later about, like, converting those flighty customers into, like, Golden Geese kind of thing. So Mhmm. There’s a lot that you can do in, like, over the coming coming days to, like, convert them into that. And, yeah, just like, I guess, on the final bit on this day 0 stuff is don’t forget, like, the real life stuff. We talked a lot about the digital stuff.

David [00:30:54]:
Like, John, for example, like, he runs a tailoring business on the side in London. So, like, he knows the importance of having, like, a very attractive looking store as people walk past the store. The footfall that you get, like, you wanna make sure your store is obviously, like, attractive for your customers to walk into. Same with things like your vans driving around. Right? Like, having a professional wrap around your van, strong branding, advertising on your van. So, like, you know, a QR code or, like, very easy ways to, like, get your website, advertise your app service, like, you know, having, like, a really nice van driving around your city or, or, like, location is very important. That’s going to be, like, a very key advertising thing. So, like, if you haven’t already kind of professionalized how your delivery fleet looks like, that’s a very important step to take.

David [00:31:48]:
And, also, like, your drivers are kind of out there in the field. Right? So, potentially, your driver is gonna be asked by a customer, like, hey. Like, what is your service kind of thing? Your drivers need could be this kind of day 0 experience for a new customer. They’re gonna see a driver. They might ask questions. It’s good if your driver has, like, cards that they can give to customers. It’s good if they’re coached on what they can do to try and, like, bring them in. Maybe your driver can, like, add them as a customer.

David [00:32:18]:
So for example, in Clean Cloud driver app, they the driver themselves can create the customer’s account, like, there and then. Then they’ve basically got them in the system, so then you can send your kind of marketing to that customer. So, like, yeah, don’t forget all of that stuff, the real life stuff. It’s quite important. And then, like, yeah, just one last thing on day 0 actually is we didn’t talk too much about, like, SEO, but SEO, because, like, the pay per click stuff is expensive to do, run, manage, SEO is kind of increasingly like the low hanging fruit. You are like a, you know, a laundry business is like a hyper local business in most cases unless you’re kind of like a national delivery service or something. So your customers are gonna be searching for things like laundry laundromat near me, laundromat in city, laundromat in subdivision of city, laundromat in village name, like, all of that kind of stuff. Right? So, like, you need to make sure on your website, you are basically providing pages for all of that stuff that they are searching for, whether it’s the city, the subdivision, the sub subdivision, all of the different variants of that.

David [00:33:30]:
Right? So, like, we call it fat tail SEO, kind of, like, making sure you’re there for all of the kind of, like, fatter tail of the distribution searches. And that stuff can rank really, really well. Like, if your competitors aren’t, like, you know, thinking about all of these micro searches that your customers are doing, you are gonna be number 1, like, no matter what. Like, there might not be any kind of credible alternative for that. That is a very good way to have a low cost of acquisition and, yeah, get right there in front of your customers.

Jordan Berry [00:34:02]:
Yeah. And that comes getting those long tail keywords is comes from knowing your customers. Right? So you talk about don’t forget the the real kind of in in person stuff. You know, you wanna be analyzing the data that you’re getting in order to learn about your customer demographic, but it’s also just important to have conversations with your customers sometimes or with your employees who are interacting with your customers, so that you really understand, oh, man. Like, there’s, you know, there’s a whole, you know, business out there, doing laundry for, you know, schools that need PE clothes washed or, you know, or football uniforms or whatever it is. Right? Like and and things that you maybe didn’t think of, that you learned from talking with, you know, a PTA mom who was looking for that. And then now you can write a page on your website or a blog post or something like that. Like, you know, what do PTAs do when they need laundry done? Right? Or whatever.

Jordan Berry [00:35:01]:
Right? And so now you’ve got a whole new customer base where you’re gonna be the only one who thought of that because you you talked about or you talked to your customers and and we’re really listening, to them. Now, I have like a thousand questions for you about all these things that you said. And luckily for all the YouTube people out there who are always like, you talk way too much. I’m not gonna ask them today. I know we’re gonna set up a q and a and, and a a live q and a where everybody can kinda show up and and talk to you guys about this stuff and ask questions. So I’m gonna save mine for that and and keep it rolling. But,

David [00:35:40]:
I

Jordan Berry [00:35:40]:
think this already like, this is gold. This is worth every cent that I’ve paid to have you guys on here. And, so so much good stuff. So let’s go from day 0 to okay. We’ve we’ve done some work gaining these customers. Now what do we do?

David [00:35:57]:
Yeah. So, you know, day 1 is a bit like the customer is, like, has been shopping around trying to find like, solve the problem. They’ve kind of found you. Like, they found you. They’ve also, like, found maybe some of your competitors, and, like, they’re not kind of yet in the bag or in the laundry bag if you’re gonna put them in there. So, like, so it’s a little bit like, okay. They found you. They’ve evaluated some others.

David [00:36:21]:
Like, how can we make sure they fully convert. Right? And, like, somewhere in that process, like, they’ve maybe, like, handed over their phone number. Maybe they’ve created an account giving you an email, but, like, maybe or they’ve signed up to, like, a kind of marketing list pop up that you’ve got on your website, that kind of stuff. Right? So at the minimum, hopefully, you’ve captured just a little bit of information about your customer. And then based on that, like, it’s very, very important that you get very good at running like a drip marketing campaign. Drip marketing campaigns, you know, it’s just like water dripping, I suppose. Like, over time, you’re gonna slowly serve marketing to a customer, give them just a little bit a little bit of water so you can, like, you know, help them blossom into, like, a nice healthy plant for your business. But yeah.

David [00:37:13]:
So it’s gonna be like they’ve provided some information. You can evaluate their account behavior. At least through Clean Cloud, you can evaluate what their behavior looks like over the, like, kind of view, like, the first 30 days that they provide you with any information. And if you have, like, some sort of ability to market to them, you can create this kind of quite intelligent drip campaign in clean clouds. So you can do something like, okay. They’ve provided you some, like, some information. Say, for example, you’ve got their email address, you can then send them instantly like a very nice branded welcome email, which kind of answers all of the potential questions that they might have about the service. It’s also like a nice branding opportunity, like you can help explain like, you can help set expectations about the service.

David [00:37:59]:
So you can kind of provide a reminder of, like, oh, you know, place your order, then we’ll show up. We’re gonna give you this. Like, our turnaround time is gonna be like this. Your fresh clothes are gonna be ready at this, and you can kind of remind the customer of the value proposition of your of your service. Then you can do stuff like inkling cloud. You can keep an eye on, like, okay. Like, they’ve signed up. You’ve got some details about the customer, but they haven’t yet placed an order.

David [00:38:25]:
So you can set a rule up saying, okay. Like, it’s been 24 hours or 48 hours, whatever you like. They haven’t placed an order. Let’s try and incentivize them to start doing this stuff. Because, like, you’ve spent that marketing money on them. They’ve come to your website. They’ve expressed interest. You know they’re warm, but they’re not quite hot enough.

David [00:38:44]:
Right? Like, they might be considering other stuff. So then you can look at, okay. It’s been 24 hours. Let’s send them, like, a promo code kind of thing. So, like, straight away, you can have this automated. It’s gonna send them it’s been 24 hours. Here’s a nice email reassuring them about, like, I don’t know, some questions about their business, but also very strong call to action with a promo code saying, okay. Like, you can get, like, $10 off your first order with this promo code, that kind of stuff.

David [00:39:11]:
And then, like, yeah, with King Cloud, you can just very intelligently, like, keep on evaluating the customer’s behavior over, like, you know, the next 30 days, the next 60 days, that kind of stuff. Like, because, like, you’ve at that point, like, sending that marketing is mostly free or, like, the cost of doing it is so low. There’s always a risk of, like, if you over market to them that way, then that will annoy them and they could disengage, so it’s a trade off. Right? You can’t just like blitz them every hour with stuff, so you’ve got to make a taste of decision on this stuff. They are after all like kind of exotic birds that might fly away. So and then, yeah, you can just keep on, like, you can keep on hammering away at them. Like, you know, just make sure they place that order. You can send them push notifications if they’ve downloaded the app.

David [00:39:57]:
Push notifications are free to send. You can send them email notifications. Like, those are free. And then you can send SMS. Right? Like, the SMS comes with a small, like, price per message, but, you know, like, in terms of, like, the the general, like, scheme of things, like, spending, like, a cent per SMS is, like, very cheap. If you’re gonna, like, end up being the final stage, like, you spent, you know, $50 acquiring them, spend, like, maybe 20 more cents on the SMS to try and, like, get them over the over the kind of over the hill or whatever. So, yeah, I think that’s important. And then, like, it’s also very important for you to learn from other businesses.

David [00:40:36]:
Right? So you should be signing up for your competitors’ services, like and look at, like, what they are doing. What is, like, the laundromat down the street? Like, what does do they have a drip campaign? If so, what does it look like? And then at the same time, like, look at, like, some of the nationally best kind of services in either, like, the laundry space or, like, other verticals. Right? So maybe sign up for someone like Rince in the US. Look at what their kind of, like, drip campaign process looks like, and maybe draw some inspiration from them without kind of copying it too much. Right? So that kind of stuff’s very important. Then also, like, look outside the laundry space because, like, you know, there’s good ideas in the laundry space, but there’s also good ideas outside the laundry space. So look at Uber, look at DoorDash, You know, sign up for those guys. Look at Grubhub, Postmates.

David [00:41:30]:
Just sign up for the stuff. Like, I don’t know. Download the Starbucks app and, sign up for a Starbucks account and see what they do. Like, you’ll notice that they’ll kind of keep on, like, hitting you with little messages to encourage you to come back to the store. There’s, like, amazing ideas out there. Like, we don’t need to, like, invent the wheel. You just need to kind of take inspiration from lots of different wheels out there and mold that into something, like, very good for your business and, yeah, see what works.

John [00:42:02]:
Yeah. And I I I think I think the important thing we’re trying to say here is that, you know, it’s not just a case of someone goes to your website and signs up and place an order. Like, in an ideal world, that that’s what happens. But, you know, as Dave mentioned, you have to be prepared that they won’t make an order, you know, on that first visit, and you have to have the tools available to, to try and entice them in. So, you know, just because they didn’t place an order on that first visit doesn’t mean they won’t become a customer. But let let’s assume now they’ve gone through either of those steps. They signed up straightaway, placed an order, or they went for a drip campaign, and placed an order. We’re on day 2 now, and they’re actually a customer.

John [00:42:50]:
They have they have placed an order on on your website. Now now what do you need to do? And I guess now we get more into the operational side of things in terms of how you look after your customers and how you service them. As soon as a new customer comes in, it’s very, very important that you have some kind of internal process how to flag, that they are a new customer. And the reason why you do that is because, you know, you need to give them the best possible experience. You know, you you only get one chance to make a first impression as as as they say. So we we do that within Clean Cloud. We we have a little notification when someone a new customer signs up. So it’s basically flagged to the employees that it’s a new customer.

John [00:43:43]:
Make sure you look after and do a good job. So, you know, more attention to detail than than you may normally do because once you’ve got them, once you’ve given them a great experience, you know, they they’ll definitely come back. So, yeah, flag it to your employees, you know, when that order comes in. Make sure through every stage of production, everyone knows, you know, in terms of its new customer, maybe some extra quality checks. When when the order is getting delivered back from your drivers, make sure the drivers are are aware. You know, make sure you’re, providing clear messaging to the customers in terms of when their order is gonna be delivered back, potentially, you know, give them some of the tools that we have, like driver tracking, photo when the driver drops off. Basically, give give them the give the customer the best possible experience about you as a business, both in terms of your quality, but in in terms of how professional you are in terms of of, you know, as a business. And, you know, technology can definitely help you to do that.

John [00:45:02]:
You know, give technology allows you all the tools to make it seamless for for the customer, make it seamless for for for your business. And I guess once the order is being delivered back, you know, you as a business, you always need to think about what next. So, you know, you make sure it’s delivered back in a in a nice, you know, presented bundle, potentially give the customer a welcome pack, which includes a branded laundry bag, maybe some, like, leaflets, like highlighting some of your other services that they may not have been aware of. These these are the things that you you need definitely need to be think thinking about.

David [00:45:50]:
Yeah. And most importantly, like, you need to make sure that those clothes are cleaned very well. Right? So the product is the clothes. Yeah. So make sure that that looks good. Maybe, like, improve your presentation for that first order a little bit. Yeah. And think about just that whole customer experience.

David [00:46:07]:
Right? Like, so customers are now used to stuff like Uber, DoorDash, those kind of services. If you can kinda match that professional experience that they get with others, like, nationwide experiences like Uber, then those customers will feel very safe, like, in using you. Stuff like the driver tracking, like, it’s it’s about reducing customer anxiety because customers, you know, is the driver nearby? Do I need to worry about that? Or as you can see on the driver tracking, like, the driver’s, like, 15 minutes away. You don’t need to worry about it for now kind of thing. So, like, stuff like, yeah, the driver tracking, drivers can take a photo to kind of which you can see in the customer app and in the notification, like, that they’ve dropped it off, that kind of stuff. So we try to incorporate everything that, like, you know, Amazon does, Uber does, DoorDash stuff does. So, like, when your customer uses your service, they it’s in the same breath as, like, those bigger, very much very professional services. Right? And so they’ll they’ll feel safe using it, but also they’ll feel safe recommending it to their friends and family kind of thing.

David [00:47:14]:
So, yeah, I think that’s kind of like our day 2 kind of thing.

Jordan Berry [00:47:19]:
Real quick. I mean, what I what I like about it is it takes it sort of the next level. Right? I think we spend a lot of time and attention trying to get the customer. Right? Get that customer to make an order, create that conversion, you know, and maybe even, you know, creating an extra I I call it a wow experience. Right? Like, if if they get their stuff back and they’re like, wow. Like, this is awesome. You’ve won. Right? Like, that that’s the that’s the win right there.

Jordan Berry [00:47:49]:
But I like the extra step that, John, you were saying of, well, both of you really have of think through what next. Right? When you deliver those clothes, that is an opportunity to wow them. And while they’re feeling wowed, they’re most likely to, to commit either actually or mentally to the next thing. Either it’s in the next order or like if you like you said, if you have leaflets that say, hey. You know, we can also pick up your dry cleaning or, hey. You know, we also have this service or, you know, we you know, we’ve got, you know, whatever it is, whatever promotion coming up or something like that, whatever it is, that is the time that they’re most likely to, you know, convert again. Right? And the whole point of this, I mean, we talked about lifetime value a lot. And lifetime value is how much that customer is worth between when they become your customer and place that first order to the last order.

Jordan Berry [00:48:48]:
And the longer you can kinda keep them on the hook for lack of a better word, but sticking with the nature analogies between birds and plants, now we’re going to fish. You know, as long as you can keep them on the hook, that lifetime value just continues to grow. And the way you do that, right, is by providing great services, but also by staying in front of them and helping them even think of new ways to, you know, to to do business with you. Right? And I I talk I can’t remember who I talked to, but somebody going back to your text message, comment, somebody needed, you know, the business was slow and they sent out through their software. They sent out a text message to their list saying, hey. You know, it’s it’s fall and the winter, you know, winter’s coming and the temperature’s gonna start dropping. Now’s a great time to break out your comforters and get them washed. Here’s a discount code for that.

Jordan Berry [00:49:39]:
And they drummed up a ton of business from 1 text message, 1 one sent text message by just telling their customers like, hey, here’s a service we offer. You know, maybe you should get your comforters washed. And a lot of them responded to that. So that’s a great I love the thinking on the what’s next, side of it. It’s awesome.

David [00:50:00]:
That’s a very good point, isn’t it? Like, I suppose, like, the software can help with that. Right? Because you can identify which of your garments are seasonal. I guess you know that. Right? In store, you’re gonna know it, but if you’ve got a marketing person on on-site or something like that, they can look at what are your seasonal drivers, and they can prepare their campaigns around that. Right? Obviously, you’re gonna you’re gonna you might have a Black Friday kind of thing.

Jordan Berry [00:50:22]:
Mhmm.

David [00:50:22]:
But like you said, right, like, let’s look at stuff based on the season. Yeah. Like, you know, school, like sports stuff for certain seasons.

Jordan Berry [00:50:31]:
New year, spring cleaning, weddings, like Yeah.

David [00:50:36]:
Like ski gear, that kind of stuff.

Jordan Berry [00:50:39]:
Mother’s Day. Yeah. Look at this, man. This is brain session right here. It’s just making money putting money in people’s pockets right now.

David [00:50:46]:
That’s

Jordan Berry [00:50:46]:
what we’re doing. I love it.

David [00:50:49]:
Yeah. Like so, yeah, like, I don’t know. So we can move from so day 2 is you’re kinda picking up the customer’s clothes. Like, obviously, you’re then going away cleaning it. Day 5 is you’re delivering those fresh clothes back to the customer. So during days 3, 4, and 5, like, you wanna make sure the customer, like, is happy about what’s going on with their clothes. They’re notified about, like, where the clothes are in the process. You want stuff like the payment is automated.

David [00:51:15]:
All of that payment stuff needs to be super smooth, and, like, the software takes care of that kind of stuff. So then yeah. So you get back to delivering it. That’s another touch point. Right? Like, your driver might meet the customer at the door, or, like, you just demonstrates how professional your service is, which is what we’re talking about, the tracking and the photos and that kind of stuff. But yeah. So customers got their clothes, and, like, now it’s kind of time for, like, you to learn, like, learn from that and potentially get promotion from it. So it’s their first order.

David [00:51:47]:
It’s very important for you to get feedback from the customer, like, learn about what they liked, what they didn’t like, learn a bit more about them as a customer and, like, what kind of segment they might be for that. You can maybe put them into different customer groups. And then based on that, you can target your marketing, stuff like that. But, also, it helps with, like, your accountability with your employees. Right? So what we do, like, in Clean Cloud is, like, off you can set it so that after that first order, you are going to send, like, a kind it’s gonna automatically send a notification to that customer. Typically, we do that about an hour after the order, but you have control over that. So you kind of wait until the customers, like, open the bag, smell how fresh their clothes are. They’re in a good mood.

David [00:52:34]:
They’ve enjoyed that service. Maybe you can catch them in a moment of, like, pure joy, and they’re like they’re you know, maybe they at that moment, they can give you some great feedback or interesting feedback, or maybe you can convert them into giving you a public review right there and then, even though it’s only their first order. Sometimes, like, customers are like, I tried this new service. It was amazing. Blah blah blah. They’re gonna give you a public review. Right? So, yeah, we basically send them, like, a review request by either, like, push, SMS, or email. They can click on that.

David [00:53:08]:
They’re asked, like, you know, how was your experience kind of thing, like, on the 1 to 5. If they give, like, below a certain number, then we’re gonna try and capture that, like, review internally. So they will then be asked for, like, more information about how the order went. So if they didn’t like it, there’s just a text field. They can tell you what they didn’t like. If they vote, like, 4 or 5, then we’re basically gonna present them with, like, oh, hey. That’s amazing. Can you give us, like, a Google review, Yelp review, Facebook review? And there’ll be big buttons for them to click on, take it directly to your listing on those services to try and incentivize, like, getting a review kind of thing.

David [00:53:51]:
And throughout, like, all of that process, we basically capture all of that data along with, like, the order ID. And then, like, we surface all of this information, like, inside Cleancloud. So you can look at, like, okay. For the month of November, like, how many how many orders were rated? 5? How many, 4? 3, 2, 1? That kind of stuff. And then you can dig into, like, okay. Let’s look at, like, the one stars and the two stars. Who were the employees that touched those orders? Was it, like, an issue with the customer? Like, they’ve given you a comment maybe about the order? Was it an issue that, like, just you could have never met, or did you guys, as a store, like, your your group of employees kinda dropped the ball as a business kind of thing? And so, like, can you improve your processes around that? So there’s, like, a lot of opportunity to learn. There’s also like a lot of opportunity to convert your customers into, like, net promoters kind of thing.

David [00:54:47]:
And then yeah. So, like, at that point, it’s it is about being humble, like, making sure you’re getting these good numbers. If you look at, like, some of the top performers in clean cloud, their kind of review numbers are kind of insane. Like, they’re getting, like, 98% kind of 5 star reviews kind of thing. So you can really, really dial it in to deliver an excellent service kind of thing. And there’s a lot that you can do to improve. Like, some of these numbers that people are getting is, like, truly incredible. So that is a very, like, humbling process for you to go in and look at, like, okay.

David [00:55:22]:
These customers aren’t happy. Maybe I shouldn’t be serving them. Like, you’ve got to think about, like, maybe that segment of the market I shouldn’t actually be targeting because they can be difficult. The value of their orders isn’t that high. So maybe think about dropping certain segments and focusing on the on the segments that you can more easily service. At the same time, you can convert those bad reviews into good reviews. Right? And if you can convert a bad into a good, then the customer’s got, like, a nice story with you, and it’s like they might, like, end up being one of your stickiest customers. Right? So don’t write off some of those bad reviews, like, seek to convert them, and also seek to, like, improve your business as a whole based on their feedback.

David [00:56:05]:
So, you know, customer is mostly right, always right. I don’t know. Like, what the latest fashion is on that, but plenty to learn. They’ll always try and teach you something.

Jordan Berry [00:56:16]:
Yeah. Well, you know, as I’m I’m sitting here listening to you guys talk about, you know, these processes, number 1, I mean, I think this is just gold. All this all this, stuff is is awesome. So, again, thanks for coming on and sharing it. But I’m also, like, you know, knowing knowing a little bit about, you know, development, Like, what you guys have built is it’s insane. Like, what you guys can do with your software, like, it’s a lot, a lot of very powerful tools that even, I don’t know, 5 or 10 years ago I mean, big, big corporations are paying big, big bucks to be able to do some of the stuff that you can do in that software. So, I know we’re just kinda scratching the surface here, but I just want to acknowledge that I know a ton of work has been put into this and a lot of iteration and and sort of practicing what you preach. Right? You’re saying, hey.

Jordan Berry [00:57:16]:
When you get feedback from customers, learn something, you know, either put the pedal to the metal if it’s working or change something if it’s not. And then you guys have done a lot of that. So I just wanna acknowledge that, because that’s literally that’s what’s going through my head while you guys are talking about.

John [00:57:30]:
Jordan, you you made you made a very good point. Kind of what we what we’re saying these steps, they pretty much apply to most businesses. You know, these are the same sort of steps that we use in our business in terms of attracting customers, in terms of giving them a good experience. You know, that could be on the first phone call, the first demo, or the first, you know, in in person meeting in an event or something. So it’s not just relevant to pick up and delivery. You know, it’s relevant to and and I know laundromat owners generally have lots of other businesses as well. But it’s, you know, it’s about having good process, good tools to manage that process, and giving the customer good experience. I think, you know, again,

David [00:58:17]:
you know, like I said

John [00:58:17]:
at the beginning, these are some of the basics. You know? You’re not you’re not gonna be a successful laundromat owner if you don’t look after your customers. Like, it just it just won’t happen. Or if you are, you’re very lucky. But yeah.

Jordan Berry [00:58:32]:
Yeah. Right. Well but I think that’s been not not lately as much. It’s this has changed a lot. But I think that has been sort of the MO of our industry. And it’s why so our industry doesn’t have the greatest reputation by the general public. Right? That’s shifting. But but I think that has been sort of the MO of like, I don’t really have to take care of my customers.

Jordan Berry [00:58:57]:
I can just put in equipment until it deteriorates, and then I’ll sell it. Right? And but but the mindset is shifting and the people who don’t shift the mindset along with this are they’re tomorrow’s zombie match. Right? Like, those are the people who aren’t gonna they’re not gonna make it. And and as I mentioned earlier, like, all this stuff can feel super overwhelming. So it’s very cool that you’ve built a lot of this stuff into into your software. So

David [00:59:26]:
Yeah. It’s also quite like, you can kinda notice, like, quite early on with us, like, which of the business is that join Clean Cloud that are gonna do very well and thrive. You can kinda spot it early because it’s like they’re the ones who come to every webinar. They’re the ones who engage in the product. They’re the ones with the ideas. They’re thinking about stuff. It’s almost like they have the time and the space to be able to think about, like, these higher level things of the business. Like, it’s very tempting when you start, like, a small business, right, to just get in there.

David [00:59:55]:
Like, instead of instead of hiring employees. Right? Like, you’re just basically thinking, I can do to work 3 different employees. You are the most productive member of, like, staff in your organization. But the problem is if you’re just, like, you are only doing, like, the operation stuff, you’re not thinking about the bigger stuff, like, you are gonna miss all of these changing trends. You’re not thinking about marketing. You need to be patient with it. You’re gonna be spending money on it. Like, you need that headspace.

David [01:00:23]:
And so, like, with Clean Cloud, we try to make it so that we can automate as much as possible so that you can have that kind of, like, higher existence where you can sit on top of your business, you can see everything, all of these repetitive tasks as a business owner are kinda taken care of. And so, like, we free you up so much time that you can then really focus on, like, these new battlegrounds where, like, the successful businesses are fighting over. You don’t wanna be stuck on, like, yesterday’s battleground. Right? Like, you don’t want tanks when it’s guerrilla warfare out there in the PPC world kind of thing. So you need to move out of the nature, like, things. But, like yeah. So, yeah, there’s a lot going on. And also, like, yeah, we were talking about, like, how Clean Cloud as, like, a software, like, we now do a lot more than basic point of sale, and it’s stuff like marketing, it’s website builder, all of this kind of stuff.

David [01:01:19]:
We kind of like, you know, like, Bezos has this, like, phrase about, like, your margin is our opportunity kind of thing. So, like, his like, by that, he means that, you know, Amazon has looked to other services out there with big margin. In the case of, like, AWS, the server business, they were looking at, like, what was going on with server businesses like Oracle, and they realized that a huge margin, they move into that space and kind of dominate the server space. Right? So for Clean Cloud, we’ve increasingly looked to, like, okay, like, our customers are also using all of these other services, whether it’s, like, things like marketing, payroll, like websites, all of that stuff. We realized even, like, just the review request, people used to spend a fortune, like, on just, like, having, like, this kind of automated review request. And we kinda looked at all of the ones that, like, aren’t rocket science out there, and, like, we basically just decided let’s build it into clean cloud. We added we can add a lot more value into clean cloud. It’s just one software to run all of your business kind of thing.

David [01:02:22]:
We’re trying to close in on, like, just being the one stop shop for, like, laundromat business. And then, like, we can save our customers a lot of money having everything bundled together. It saves them money, but also, like, it adds value because everything is connected. Like, all of the data flows seamlessly. And so, like, as a business, that’s kind of where we’ve been focusing, like, providing everything for our customer, but also helping our customers get closer to their customer, which is more like the topic of today. And then, yeah, like, so yeah, if we move on to day, we’re gonna I don’t know where we were, day, like, 5, I think. We’re on

Jordan Berry [01:02:58]:
day 5. Yeah.

David [01:02:59]:
So we’ll look at like day we’re almost we’re getting towards the end, but like, yeah. So like, we’ll think about days like 10 to 30, and that’s all about like building a habit. So you know, you’ve spent all this marketing dollars acquiring your customer. We call it like the CAC. So like the cost of acquiring a customer is the acronym. But we wanna convert that CAC into, like, a huge long term value of the customer. Right? And so, like, the in most probability, like, you’re not gonna make the money back on that first, like, of a cuss of the advertising you spend on a customer from their first order. You’re probably gonna rely on getting at least 2, maybe 3 or 4 orders out of the customer before they’re, like, truly worth your while.

David [01:03:44]:
Right? So you gotta spread those marketing costs out over, like, 3 or 4 orders. Right? And so, yeah, it’s very important for you to focus on, like, retention, making them like, converting them into something like a repeat pickup customer or, like, looking at things like, okay. They placed an order, but then you can use your drip marketing campaign to be like, okay. It’s been a week. They haven’t placed an order since their last order. Let’s send them a promo. Like, the customer still hasn’t placed 5 orders with us as a business, so let’s look at their behavior. Like, it’s been a week since their last order, let’s send them a promo.

David [01:04:21]:
Or maybe a 14 days kind of thing depending on the cadence of your customers kind of thing. Like, let’s look at, like, building that habit. So, like, if you like, I mentioned Starbucks earlier. Like, if you look at what they do in their app, it’s all about, like, trying to convert you into a kind of repeat pick repeat, like, coffee customer. Right? So it’s stuff like earning stars, making your stars expire after a certain amount of time. Like special, like they look at like when was the last time you like came into a Starbucks, they send you a push if you haven’t made an order in a while. All of that kind of stuff. So They give

Jordan Berry [01:04:56]:
you caffeine, which is addictive. Yeah. We we need something like that too. You know? We need,

David [01:05:03]:
like, an addictive laundry set.

Jordan Berry [01:05:04]:
Yeah. That’s right.

David [01:05:07]:
Whoever invents that. Okay. So, yeah, so that is like super important, right? Like all of this stuff, this drip campaign stuff is either very cheap or it’s free, and like you need to build that habit. Because also it’s like for a lot of these customers it’s behavior change. This might be like the first time that they’ve considered doing laundry, pickup, and delivery. And it’s kind of a totally new world for people. Right? People don’t just like all of a sudden decide they want to do this and stick with it. It’s a totally new behavior.

David [01:05:40]:
It’s potentially a lot of money. You need to be there kinda holding their hand throughout the entire process, and you need to make them feel special, but also just like you can use discounts for that. Because it’s almost like they placed their order, maybe they spent like $50 on it. But like the value maybe hasn’t fully sunk in yet. It takes like a little while sometimes with these services to fully understand the value you’re getting from it, like the amount time you save, just how easy it is every time they maybe place an order with you. Like, the cognitive burden of doing that is getting easier. And because they’re not, like, kind of haven’t fully understand understood the value, you can use your promo codes to discount the service you’re providing so that you get closer to what the value prop is. And then just over time, you’re slowly building up in their mind, like, how valuable and how kind of addictively good this service is.

David [01:06:35]:
And then once you’ve got them kinda hooked as a customer, they’re happy, then it’s kind of like then you’ve got your golden goose. Right? And, ideally, you wanna be doing, like, converting them into, like, a repeat pickup customer. So, like, in clean cloud, we try to make that as easy as possible. We, like, we give you the option to incentivize repeat pickups, which is very similar to, like, Amazon subscribe and save model. Right? So you go on Amazon, you’re buying diapers. If you subscribe to it, you’re gonna save, like, x percent. Right? And then you don’t have to go back to Amazon to, like, you know, those diapers are gonna come in every week without you doing anything, right, for the next however many months you need diapers for. Same with this.

David [01:07:20]:
Like, we, like, the easiest way to place an order is if you have to do nothing at all kind of thing. So if you can get your customer onto your repeat pickup, that is the golden goose. We let you incentivize that with things like, you know, you can have a tiered discount scheme that can taper off, say, like, once a customer like, for their first initial, like, orders in a repeat pickup scheme, they can get one discount, then they can hit a threshold, and then that discount can change or disappear, that kind of stuff. And so we give you lots of tools to kind of, hook those customers on, get them addicted to repeat pickup service. Once they’ve understood it and they’re in this frictionless flow, then you’ve got your golden goose who’s just basically getting their laundry night pickup delivered every single week, and you’ve converted that $100 in marketing spend into potentially, like, a $10,000 customer. Right? Like, that’s what we’re trying to do. So, and then, yeah, I think one other thing is, like, if you can, you can also work a little bit to converting your customers into app customers. So if you can get them to download your app on iOS, Android, you have a dedicated space on their home screen.

David [01:08:31]:
You’re always there for them. It also means that you can send them push notifications. Push notifications are, like, the best form of notification because they’re interactive. They pop up just like an SMS, and they’re free. So, like, you get, like, the benefits of everything. You can also attach photos very easily to them, like, at no extra cost. So once you’ve got them there, and then, like, once they’re hooked on your service, they use your app, the service is amazing. You basically why would they ever leave your business? Like, they’ve gotten used to this incredible service, good price, good digital experience, good in real life experience.

David [01:09:09]:
Like, it would take a lot for you to mess up for them to consider leaving for a competitor. It’ll basically take them like, they would have to move away, right, from your area or, like, they would just decide they don’t need the service anymore. So as long as you basically have all of this stuff covered, you built the habit, everything is good, like, yeah, that’s one of the most important steps. Right? Like stickiness, long term value, spend a lot of time thinking about it, like, how can that customer build that habit? Maybe read a psychology book, you know, like

Jordan Berry [01:09:44]:
Yeah. No. That’s real, though. Yeah. Well, and I I liked, I I mean, I like the way you frame it. We I I I talk a lot about, not just me, but other people too, but I talk a lot about, you know, laundry is it’s sort of a habitual business. Right? Because people have to do laundry when they run out of clean clothes. Right? Like, laundry today or naked tomorrow.

Jordan Berry [01:10:07]:
But, you know, a a lot of times, I at least I talk about it in terms of self serve laundry. Because in self serve, a lot of times you see the same customers come in the same days at the same times, and a lot of times like clockwork. Right? But but I like thinking of pick up and delivery, along the same lines because, you know, you can make that a habit too. And and it’s those habits. Right? It’s those habits that are the golden goose. Right? That create the golden goose, where the eggs just laid every week or every other week or whatever the the cadence is, of it. And and thinking about it in those terms is I mean, I think that’s transformational for a lot of businesses. Right? And how do we help customers create habits that, yes, are gonna benefit your business, but also are gonna benefit them.

Jordan Berry [01:11:07]:
Right? And and like you said, sometimes you gotta help them understand early on how it’s it I think of, like, the iPhone. Right? You know, when the iPhone came out, people didn’t know they wanted, you know, something with only one button on it or touch screen, no keyboard. And some people were right on board right away, and we get those customers. And some people, it took them a while to warm up. You know, they stuck with their Blackberries. Thank you very much. And, you know, and like the

David [01:11:37]:
the Microsoft boss just didn’t think people would spend, like, 400 or $500 on a phone. Right? Yeah. Then it then seemed absolutely crazy. So It’s the same with the laundry business. Like, over time right now, like, it might seem expensive to get laundry pickup and delivery. To some, it’s like an aspirational thing, like, only once you’ve reached, like, a certain level of, like, income or something. But,

Jordan Berry [01:12:01]:
you

David [01:12:01]:
know, like, we are there to, like we have to help promote, like, how useful a service it is. We have to help customers understand that. Like, for us, like, over the next couple of years, like, our job is to help our customers, like, take this kind of behavior mainstream, I think. Like, if you think about the iPhone, the idea that you’d be spending, like, $1,000 plus on a phone potentially every 2 years would have seemed like totally insane, but that’s where we are. Right? It’s kind of like an essential service in your life.

Jordan Berry [01:12:31]:
Mhmm.

David [01:12:32]:
If we can make laundry, pick up, and delivery an essential service for people, they’ll be prepared to pay more. The more people do it, the more social proof there is. So for us, yeah, it’s all about, like, let’s take this let’s take this thing mainstream. There’s, like, there’s a lot of, like, market size out there. You might be focused on your competitors, but at the same time, let’s also focus on growing the market. Like, whether it’s you as a business, whether it’s us as a software platform, like, there’s work for all of us to be done there just to take this stuff, like, to the big leagues kind of thing.

Jordan Berry [01:13:10]:
Yeah. And I think I think too, you know, as you were kinda talking about, you know, let’s let’s take it to the big leagues. And, you know, I I think, you know, we’ve been talking about, pickup and delivery since, you know, 2021 when he episode 75. Right? And, you know, and a little bit before that and all that. So, you know, it can feel like, man, it’s late in the game, but I am 100% convinced we are very, very early in the beginning stages of this game. Like you said, I think there’s a huge market out there that doesn’t even know that this exists. And there’s a huge market that does know that exists. It doesn’t comprehend the benefits of this service and how transformational for their lives or their their businesses, that it can be.

Jordan Berry [01:14:01]:
So, you know, if you’re out there kinda on the fence on pickup and delivery because you look around and other laundromats in your area are doing it or something, I’m we’re still so early in the game that I think, it it’s worth a it’s worth a hard look. Like, kinda like you were saying, like, sitting above the business and thinking through, you know, is this a a direction I wanna go? And if it is, then, you know, you basically laid out a playbook today, you know, of how how to go about doing that and how to go about building that business there.

David [01:14:34]:
Yeah. We have, like, just one more step really. Like, it has, like, the day 30 to 99, which kind of, like, is a little bit based on what we were talking about, and that’s build a community. So it’s kind of, like, at this stage in the game, you’ve, like, invested in stuff in your marketing. You’ve been doing it a little while. You’re kind of starting to understand, like, the value of your cost of acquisition. You’re starting to understand the value of, like, what your long term value is you’re getting out of it. At that stage, obviously, you need to take a look at, like, is your cost of acquisition too high? Is the, like, the long which you know, do you need to get that down? Do you need to get long term value up? Think about all of that stuff.

David [01:15:17]:
But, yeah, think about building a community, like, say your customer might have been using you for, like, 30 days now. The most important thing is, like, you know, instead of, like, spending all of this money on marketing, can is, like, a cheaper cost of acquiring customers through them, like, reaching out to the community. Right? Can you build, like, a kind of army of evangelical customers that love your business? If you have all of these, like, happy customers, will can you have a referral scheme that is generous enough that’s going to tip them into, like, you know, really, like, going out and making sure their brother uses it? So, like, their colleagues at work, all of that kind of stuff. Right? So Clean Cloud has these referral schemes where, you know, both the refer the referrer and the person receiving the the referee, like, gets, like, some sort of, like, credit on their account. But, you know, you can think of it like, is it way cheaper to, like, acquire a customer through these social channels? They come with the added benefit that, like, like, someone has already trusted your business is going to someone else and bringing them in. They provided the social proof. They know how the business works. They can explain it to this new customer.

David [01:16:34]:
They have this kind of level of reassurance. Right? So maybe you can look at, like you know, maybe you can have a very generous referral scheme, and you can, like, you can track, like, okay. If I set my referral scheme to this amount, like, how many customers is that gonna bring in and all of this kind of stuff. So, like, it is definitely a thing. Like, you wanna be building that community. You want people talking about you on Nextdoor. Maybe they could put in their promo code on Nextdoor or their Facebook group. There’s all different kinds of ways that your customers can refer you.

David [01:17:06]:
And, yeah, you need to be there, and you need to make sure you’re advertising your referral scheme to your customers. You’re putting it front and center, whether it’s on your website, whether it’s in your drip marketing campaign, or just you could do a marketing blast around, like, your referral scheme. Have it, like, you know, on posters in your store, that kind of stuff. So really think about those social channels. And then, yeah, make sure every single touch point, you have your customers incentivized to do what you want. You have your staff incentivized to do what you want. And then, yeah, one big happy laundry family is what we’re looking for.

Jordan Berry [01:17:45]:
I love that. In in in our laundromat playbook, we we talk about it in terms of, like, building your sales force. Right? It’s the same, concept. And what’s so great about it is it integrates with everything else that we talked about, you know, leading up to this. Like, you can send out a periodic text blast that says, you know, hey. Don’t forget you have a referral code. You know, you get 20 and your $20 and your referrer gets 20 or whatever the promotion is. Right? And and you can send out part as part of your drip campaign, email campaign.

Jordan Berry [01:18:18]:
You can, you know, like you said, there’s a ton of different things. And what’s beautiful about building that community or that Salesforce to your customers is, you know, it’s cheaper than, than marketing than, you know, PPC marketing. It’s more effective. Your conversions are gonna be higher because it’s coming from, like, all the things you said come from people they trust, social proof. They know how it works, all that stuff. And they’re more likely to be sticky. Right? And, you know, where I would, even take it even a step further is, you know, a a while back, you mentioned, you know, segmenting your customer base out. And one interesting this is just something that popped in my head.

Jordan Berry [01:19:03]:
Maybe this is a bad idea. So you tell me if it’s a bad idea. I don’t wanna give that bad advice to people. But one interesting, thought is, you know, to choose some criteria on what creates a great customer, because what I’ve what I’ve realized just in life in general, I think it’s generally true is that like people tend to hang out with like people. So, if you’ve got a list of your best customers, that is who you wanna focus the majority of your attention in promoting something like a referral program to because they’re gonna bring in people just like them, that are gonna be great customers as well, both on the residential and on the commercial side of things. Yeah.

John [01:19:43]:
Yeah. Yeah.

Jordan Berry [01:19:44]:
Which is which is money.

David [01:19:46]:
I mean, the dream is if you can get them to recommend their neighbors. Right? So then you

Jordan Berry [01:19:50]:
have Yeah. So they’re all right there. Yeah. Like, boom, boom, boom. Right? Yeah.

John [01:19:54]:
Or like as as you said on the commercial side, you know, like, generally, small business owners, you know, they will, you know, they will be friendly with other business owners in the area because they’re all, you know, striving to do the same thing. And so they were, you know, evidently that they’ll say, can you know, through through their maybe their business network, you know, do you know anyone who you can do my, like, commercial laundry? Yeah. I’ve got this great guy. You know? And and it could be the driver. You know? Next time the driver’s there, he just sends them over, does their first order, gives them something. You know? It it’s it’s so easy. It doesn’t cost you anything. Mhmm.

John [01:20:35]:
Yeah. So someone someone was telling me, like, a really good tactic the other day when I was I was speaking to a customer, and what they do with their commercial customers is they they tell their drivers I think I think they said they bonus them. So we know let’s say they’re going to gym. They they will then do research on other like businesses, you know, literally within the vicinity, within a few 100 meters, and they will arm those people with either right collateral, so leaflets, etcetera. And when they when they drops off of the gym, they will then head straight over to them and say, oh, and I’ll be driving past your business every day, blah, blah, blah. You’ve got a great brand. You know, we work with these customers across the road, and they they said that’s how they pick up all their commercial customers, you know, like hyperlocal, really works.

Jordan Berry [01:21:32]:
Yeah. And, you know, I’m just thinking, like, there’s so much to do. Like, with all these steps that you guys have talked about, there’s, like so many things you can do. Right? I was just thinking, and you could make it easy on your commercial clients and, you know, put out a a a leaflet. We call them flyers here in Freedom Country, but, you know, a leaflet. You can, you can put out a flyer for them that has, you know, you know, here, here are other businesses that are great candidates for, you know, pickup and delivery and it might jog their meant like, oh yeah, like massage parlors. There’s, you know, my buddy owns a massage parlors. You know, whatever, whatever it is.

Jordan Berry [01:22:10]:
Right? And like, you know, it goes back to I think what Dave was saying, like, way back when we’re talking about websites is if you can remove any kind of friction and incentivize in action, you’re the the probability of, of people taking the action you want them to take, in this case, give a referral, goes way up if you just make it easy and and incentivize it. So, you know, again, in order to think about that stuff though, you’ve got to be out of the day to day processing laundry like you guys were talking about earlier and being able to that’s what we mean by, like, sit above your business. Right? And think work on the business, not in it and thinking about how can I, you know, drive more customers? How can I get my customers to bring me more customers? And asking questions like that and then coming up with ideas and trying them out, seeing what works.

John [01:23:05]:
And then, like like, one of the challenges we’ve we’ve always had as a business that we have all these amazing features. Obviously, you know, we mentioned some of them like today. But you now need to coach your customers in terms of how to use them and best practices. And I guess that that’s how we’re evolving now as a business. Like, we pretty much have most of the features, if not, you know, that that you need to run a successful, you know, laundromat in store, laundromat pickup and delivery. But now it now it’s like, you know, what what have we learned from from, you know, the thousands of customers that we have, and how can we then share that information, best practices with with our customer base, to make sure that everyone is utilizing all the tools that they have available. Because because, you know, as you said, Jordan, like, you know, if you’re it’s it’s quite difficult to take a step back and then implement this stuff. So we almost need to spoon feed you and say, you know, this is everything.

John [01:24:07]:
This is what you need to

David [01:24:08]:
do to be successful.

John [01:24:09]:
Obviously, you know, it will depend on the type of business you are and who you’re targeting. But in most cases, we can pretty much give you what you need, to to kind of be successful. So it’s almost like a franchise about being a franchise. That’s kind of how how we see it.

Jordan Berry [01:24:27]:
Yeah. And, I mean, I see a lot of not just laundromat business, but business owners in general who get frustrated with customers because they’re like, you know, like this they have this tool available and they’re not using it or they have this question and the answer is there. You know, whatever the thing is they’re frustrated about. You know, it made me think of when you’re saying we need to spoon feed this stuff to our customers. And I think what it’s easy to forget is that we think about laundry all day every day. Right? And our customers think about laundry as little as possible. Like, you know what I mean? And so, that’s why, like, spoon feeding them. It’s not necessarily because they’re idiots, although some of them probably are.

Jordan Berry [01:25:06]:
But it’s because this is our business, right? This is what we think about and we think about it so that they don’t have to. And so all we need to do is put it in front of them and it goes back to like that text message about comforters. Hey, it’s the fall. Great time to wash your comforters before winter comes. Right? And where they a lot of people did it. Right? They just put it in front of them. And, you know, that’s what we do. We think about this stuff so that our customers don’t have to think about it.

Jordan Berry [01:25:33]:
And I I love so I love that perspective. All I’ve said. That was great.

David [01:25:37]:
And yeah. So just the final step is day 100. So if you’ve made it this far as a listener or viewer, well done.

John [01:25:46]:
It’s 20 years old.

David [01:25:51]:
So the sun’s almost setting, you know. So, yeah, like, so, yeah, it’s a good time to, like, reflect and, like, and improve, like, like a lot can change in a 100 days or, you know, just maybe once a year really think about this stuff. Like, the market has maybe changed a little bit. Maybe where your customers are searching for you has, like, changed a little bit. Like, stuff is always moving. Right? Reevaluate all of your pay per click campaigns. Maybe what used to perform well is no longer performing well. So you need to be, like, always staying on top of this, but also, like, you know, be humble, continue to learn.

David [01:26:30]:
Like, you’ve done this 100 day you’ve gone through this process of thinking about a 100 days as a customer. You can then reflect. You can learn. And then that next kind of you think about your next 100 day experiment of, like, what it’s like as your customer and do it even better this time. Right? Like, there’s always, like, areas you can improve. The market has always changed. If you don’t move, like, with the market, then, you know, you’re gonna, like, lose you’re gonna lose orders. You’re gonna lose future customers kind of thing.

David [01:26:59]:
You know, there’s always new challenges, whether it’s stuff like Poplin in the industry. Right? Like, there’s always people like that. Like, how can you, like, do better than them? Like, what are the strengths and weaknesses? Can you work with other businesses? Can you partner with things? What can you do to scale up? Right? So and then, yeah, look at keep on looking at what your competitors are doing. Your competitors are obviously, like, always gonna be improving as well. Hopefully, they’re not improving, but, like, there’s a fairly good chance that they are also improving. And then just keep keep abreast of what’s going on there, both your local competitors. Look at what people are doing in other markets, more developed markets. Like, keep an eye on everybody.

David [01:27:40]:
Maybe it’s your your, like, competitors down the road or it’s a national thing, whatever. Like, yeah, keep an eye on everything, basically.

Jordan Berry [01:27:51]:
Yeah. And it takes you really to that that next level. Right? That as mentioned the loaner app playbook earlier. And in that, like, you get to that point where you’re the the business is is one thing. Right? But really, you know, when you step back, running a business is a lot about our our growth personally and, like, who we’re becoming. Right? And, you know, in these 100 days, you’ve sort of gone through like an evolution, right, of of me as the business owner where, you know, I’m trying different things. I’m growing things. I’m improving things.

Jordan Berry [01:28:28]:
And then I I step back and you almost take on that sort of visionary architect role in that day 100. Right? Where I’m like, okay. We’re a 100 days in with this customer. You know, where are we going from here? What’s the vision now? What’s what’s the direction now? And you gotta recast that vision. And, you know, I think it’s really easy for business owners to get really excited, create a vision, have some action steps, get into the day to day, and then stay in the day to day. Right? But part of this process of being a business owner and an entrepreneur is growing, as a as a person. We’re trying to grow our businesses, obviously, but it’s it it takes a bigger person, to grow to to run a bigger business. Right? We have to grow and mature.

Jordan Berry [01:29:19]:
And if we don’t, our businesses won’t. Right? And that day 100 to me, it speaks all about that. Right? Like, we have this, this role on day 100 of creating and setting a vision again and continually growing. So that rise, like growth always, you know, grow or keep growing or or die, you know. And I I love that sort of as we’ve gone through this, it it requires us to grow and stretch and adapt and overcome, and, you know, grow as a person and as a business owner. I love that. Reflect and improve.

David [01:30:02]:
Yeah. One little thing actually also is, like, yeah, at day 100, it’s important to look at, like, do you have all of the right data? Right? So, like, all of this stuff we’re talking about, do you have all this stuff available to you in a dashboard? Do you know your numbers? If you don’t know your numbers, then look at, like, you know, improving your kind of daily or weekly or monthly dashboard that you look at and, like, try and get on top of that stuff because all of this stuff is kind of like a data challenge. Obviously, like, your customers are humans, but, like, you know, you’re trying to, like, attract as many of them as possible, and you need to make sure that, like, you know, your numbers are in the right direction. A costly mistake for marketing is, like, an absolute disaster. Right? So you need to make sure, like, all of that stuff, you have visibility of it, is all of the numbers are going in the right direction. And that’s gonna be the stuff that, you know, you’re going you wanna expand your business. If you can if you’re looking to get financing, a loan, any of that kind of stuff, and you’re talking to investors, if you have all of this information in front of you that you can share with them very easily, they will find that very impressive. They will like, your credibility as a business owner goes through the roof.

David [01:31:16]:
You know, your pitch is, like, great. So it would make make it a lot easier to attract financing. So yeah. Yeah.

Jordan Berry [01:31:25]:
Yeah. I I love that. And I think, you know, we we talked about creating habits in our customers. And when you’re talking about, you know, knowing your numbers and looking at your dashboard, you know, I think for us as as owners here, like, we also need to hone our habits. Right. And one of those habits is, you know, paying attention to the to the data. How often do we look at the data that we’re getting and how often how much time are we allocating to, you know, digging into the data and analyzing it and trying to draw conclusions from it and trying to, you know, learn our our our customer base, more, you know, through it. We’ve gotta dedicate time to doing that stuff.

Jordan Berry [01:32:14]:
And it’s hard to do that again when you’re in the day to day. You’re processing the laundry. You’re driving around picking up orders. Now again, a lot of people start out that way and there’s nothing wrong with that at all, like, doing the stuff in the business. But I think the goal is to extricate yourself from from those roles and responsibilities over time Yeah. And and hand those off to people.

John [01:32:40]:
No. It’s always important. Like, it’s important to understand the process, you know, every step because also, you know, that’s how you that’s how you identify bottlenecks and improvements that you can make. So, like, I would you know, I I think you you get you get some owners. You know, they could they they’ll come at it as, you know, I’ve come from the corporate world. I’m gonna put in a management team, and they can run it. And that they know that’s fine, and that works for them. Like, from where I’ve come from, it’s more about understanding all the process because then then you can really train your your team to be well drilled in terms of the process that that you want.

John [01:33:24]:
You can also you know, once they’re well drilled and running it, you can then look at improvements. You can then look at the data. You can concentrate on growing the business, you know, because you know the operations, you know, are running smoothly. So so yeah.

David [01:33:43]:
Yeah. I’d say do a bit of both. Like yeah. It’s like that thing. I think it’s like the DoorDash CEO, maybe the Deliveroo CEO in the UK. Like, they both, like, once a month or something, they will actually be a driver.

John [01:33:57]:
Yeah. They go out. Yeah. Yeah. They go out and do orders, deliver orders. Yeah. So it’s

David [01:34:01]:
like be at the very highest level and be at the very lowest level. Right? Yeah. Don’t get arrogant. Be humble. Always learn. Always grow kind of stuff.

Jordan Berry [01:34:11]:
Yeah. Undercover boss.

John [01:34:14]:
Yes. Undercover boss.

Jordan Berry [01:34:15]:
Yeah. Yeah. Put on a disguise and get in the truck.

David [01:34:19]:
True. No. No. But that’s like like well, good point. Right? Like, be your customer. Right? So do yourself. Go through that process of searching for a local business, clicking on all of the websites, imagine you’re a customer, look at the order flow, like, what is wrong with your process? Maybe place like a secret order and then, like, see what that experience is. Do all of that stuff.

David [01:34:40]:
Right? Like, yeah, be the undercover boss.

Jordan Berry [01:34:46]:
I love it. Day 0 to a 100 in the customer experience got, like, literally so much good stuff, in here. I just think and as we were doing this, I’m like, I need to go back through this thing and, like, write out step by step everything you guys are saying because it’s just golden information. I mean, it’s literally put that if you follow the things that you guys outlined today, it literally will put money in your pocket. Like, it literally will put money in your pocket. So, guys, I really appreciate, you know, everything. Well, obviously I appreciate you guys coming on here and sharing all this stuff, prepping all this stuff, putting it all together. And, but I also appreciate just all the efforts that you guys have made in building the software, clean cloud that allows so many laundromat owners to be able to, run their businesses so much more effectively, communicate with customers so much more efficiently, serve our customers better, have information we need to run our businesses, market on and on and on.

Jordan Berry [01:35:52]:
Right? All the things that you guys have integrated into this. And, you know, as I was stealthily looking up the last time you guys were on episode 75, laundromatresource.com/show75, if you wanna go check it out. I you know, the the thought that was running through my head this whole time was, like, we cannot wait, like, another 3 years for you guys to come back on. So we’ll definitely have to do, another one of these a little bit sooner. But I appreciate you guys coming on. Thanks so much.

John [01:36:19]:
Thanks, Jonah. Cheers. Thank you. Alright. Thank you.

Jordan Berry [01:36:22]:
Alright. What did I tell you? Awesome. Awesome episodes. So much good stuff in there. And listen, I this is probably one you gotta listen to a couple of different times just to come and just glean all the all the good stuff in there. But remember, as always, you’ll just have wasted your time if you don’t put some of this stuff into effect. So think about your customer journey and think about how you are moving your customers through that first 100 days of being in your community, with your business there and how you can improve that. And if we continue just to improve that, improve it, improve it over time, listen, you’re gonna have the best business around.

Jordan Berry [01:37:02]:
No time flat. Alright. So put something into action this week today if possible. And also, don’t forget, join us on the live q and a, January 21st, 4 PM Pacific, 7 PM Eastern. And, listen, let’s just have a party. Come on. Laundromat party to start the year. That’s what I’m talking about.

Jordan Berry [01:37:23]:
Alright. We’ll see you next week, for a stacked line. I mean, this beginning of this year is gonna be a lot of fun. Lot of good stuff coming your way. Super excited about it. See you then. Peace.