Charlie Tuzzi is the owner of Cameo by Copeland Cleaners and Winzer Cleaners.
While we continue to trek through consistent modernization of industries, it can be difficult to stand out in the sea of competing businesses. For over a hundred years, my company, Winzer Cleaners, has been able to continually set the bar high for the dry cleaning industry and exceed the expectations of our clientele.
Securing your place in any industry is a tricky task, but embracing change and adjusting to shifting markets is a must if you want to remain on top. Here’s what I’ve learned from decades of navigating change.
Focus on quality.
In a world motivated by convenience and speed, commitment to true quality is still important. For example, our brand takes immense pride in our meticulous attention to detail and care for luxury clothing.
Pride and dedication transcend industry and can be applied to any form of entrepreneurship. These are qualities that emerging or aspiring business owners should hold dear throughout their journey. An ethos of personal and professional integrity is not optional if you’re running a business.
I’ve found winning and maintaining the confidence of your clientele is possible through dedication to quality over everything else. This is one of the most important aspects of business for an up-and-coming entrepreneur to remember.
Provide an exceptional customer experience.
A defining characteristic of successful businesses is unparalleled customer service. Offering an array of different services allows you to create a bespoke experience that fits seamlessly into the modern customer’s way of life. This is what has allowed us to continually set industry standards and hold our spot as a leader.
One of the most important aspects of elevating the customer experience is communication. Whether it’s through follow-up calls, emails with clients or voluntary surveys, it’s vital that you are receiving feedback. This is also a process that you can automate for the majority of customers. For example, when we have a garment that wasn’t a troublesome piece, we still want to hear from the customer about their experience. In this case, we have our internal system send out a 30-day follow-up notice automatically to customers.
For situations where a garment may come in with stains or tears, we want to be diligent and precise with our customer communication. It cannot be understated how important it is to talk with the client to ensure that you can create a game plan in regards to what’s best for the garment. Face-to-face communication is ideal in cases like this, which many business owners can attest to, but it’s also harder in the digital age to have these types of meetings.
My best piece of advice for business owners in this scenario is to be committed to high levels of communication. Emailing, texting, calling—find out what works best for your clientele, even if it’s on an individual basis. Also, consider using social media as a point of contact or even developing an app for your business that is another platform for staying connected with your customers.
Prioritize future-driven innovation.
Staying ahead of the curve is a focal point for modern business owners. Regardless of your industry, innovation and change are constantly happening. If you can’t keep up with the pace of your competitors and your customers, your business could be at risk.
For example, while cherishing the traditional methods of clothing care, we have also embraced modern technology and eco-friendly cleaning materials. This approach has allowed us to enhance our services and facilitated our growth as a brand throughout the decades.
It’s important to remember that progress never stops. There will always be something new. Whether it’s new technology, new products or new techniques—you have to stay driven when it comes to evolving with the times. Be flexible and open to change. Consider how you could embrace automation technology in your practices in order to remove barriers and cut down on margins of error.
It’s also critical to note that you don’t always have to be the first to implement the new gadgets on the market. Do the research, listen to the murmurs within your industry and make educated, well-informed decisions when it comes to integrating new technology and techniques into your operations. Customers today are smarter than ever, and they will let you know whether the changes you make are favorable or not.
Launch your brand to the top.
I think a symbiotic blend of traditional craftsmanship and new-world solutions has facilitated our resilience as a brand. New business owners can benefit from incorporating these techniques into their practices. Existing businesses can integrate these ideas into their operations in order to maintain their place and cement their brand as an industry leader.
My final advice for both current and future business owners is to always keep your standards high. Regardless of your business or industry, you should never let the standard for service falter or deteriorate. You have to keep your clients at the forefront of everything you do. Be on top of everything that goes on and everything attached to your brand name.
You have control when it comes to setting the benchmarks of success for your business, and the choices you make will determine how your brand is perceived. Be diligent and committed to high-quality services, and don’t let the fast-paced nature of business distract you from what is truly important: doing what is right by your clientele.
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