The Laundromat Redefines Excellence: SLIM Brand Award Winner SME Local Brand Category 2024

The Laundromat (Pvt) Ltd, established in 1994, has become Sri Lanka’s leading independent laundry provider, renowned for its commitment to excellence in professional laundry services. With over 22 retail outlets nationwide and a diverse client base spanning various industries, The Laundromat offers a comprehensive range of solutions tailored to meet the unique needs of both individuals and businesses. Partnering with Ironwood Capital Partners, and with Steven Enderby, the Investment Committee Chairman of Ironwood, The Laundromat combines the expertise of skilled professionals with cutting-edge technology sourced from globally recognized brands such as UNICA, Unimac, Girbau, Forenta, Union, and Kannegiesser. Its modern equipment and environmentally safe cleaning methods ensure the highest standards of quality and efficiency.

Its services include washing, where garments are professionally cleaned after an expert evaluation, and steam pressing, which delivers a polished finish while preserving the shape and form of clothing. The dry-cleaning service uses advanced chemistry to remove organic and inorganic stains effectively. It also offers pick-up and delivery for added convenience, one-day service for urgent needs, and a seamless drop-off option at its Reid Avenue location. Additionally, for the first time in Sri Lanka, a new model has been introduced to the industry. It provides premium linen rental services for hotels, villas, and apartments, enabling clients to enjoy cost-effective, pay-per-use solutions while focusing on guest satisfaction. Through its commitment to innovation and customer satisfaction, The Laundromat continues to redefine the laundry experience in Sri Lanka.

Thusitha Gunasena, the third CEO of The Laundromat (Pvt) Ltd, is a highly accomplished professional with over 15 years of experience, specializing in Finance and Business. Throughout his career, he has successfully managed various organizational departments, demonstrating exceptional leadership and adaptability in dynamic environments. His expertise in driving business operations and delivering sustainable results has been instrumental in his journey to the top leadership position at The Laundromat.

Under his guidance, the company continues to excel in one of Sri Lanka’s most demanding industries. Notably, his tenure coincided with a significant milestone—the prestigious SLIM Brand Excellence Award in the SME Category. In an exclusive interview with Daily News ANCL, Thusitha Gunasena humbly shared his insights into this remarkable achievement, reflecting his commitment to excellence and his gracious hospitality.

Q: How has your experience at The Laundromat been since you began your journey?

When I first joined The Laundromat, the working environment was far from ideal. There was no proper system or structure in place, and employees lacked the knowledge and exposure to operate in a professional, corporate setting with effective communication. It was evident that we needed to start from scratch—developing skills, fostering a positive culture, and building a robust organization. At the time, the company was not profitable, and as a 20-year-old entity, it required significant restructuring to ensure its viability.

To address these challenges, we partnered with Ironwood Capital Partners, a renowned investment firm and our main shareholder, which pools equity from various investors. Through this affiliation, we gained the necessary financial backing to reposition the company for long-term success. These past three years, however, have been incredibly challenging. I took over shortly after the Easter attacks, COVID-19 pandemic and a national economic crisis. These events disrupted the supply of essential materials and services, making it a monumental task to keep the business operational.

Despite these obstacles, I am proud to say that today The Laundromat is recognized as the “Largest, and most trusted Professional laundry service in Sri Lanka.” This tagline reflects our efforts to reshape public perception and instill pride in our employees, making them feel like true professionals in their field.

Q: How would you redefine Laundromat’s Significant Growth as a Business?

Last three years, our business has experienced exponential growth, marking us as a standout player in the laundry industry. We have consistently achieved impressive year-on-year growth, fueled by strategic planning, innovation, and a relentless focus on quality service delivery. This growth has not only allowed us to expand our presence but also solidified our reputation as a dependable and customer-centric brand.

Key indicators of our success include:

Increased Customer Base: We have attracted and retained a diverse clientele by offering tailored solutions that cater to the varying needs of households, small businesses, and large-scale industries.

Operational Expansion: To accommodate the growing demand, we have significantly scaled up our operations. This includes opening new outlets in high-demand locations, investing in state-of-the-art machinery, and implementing advanced technologies to optimize efficiency.

Revenue Growth: Our financial performance reflects our consistent success, with revenue seeing substantial increases annually, a direct result of our customer loyalty and operational excellence.

Market Leadership: Through consistent efforts, we’ve positioned ourselves as an industry leader, recognized for our innovative practices, customer service, and social responsibility initiatives.

This sustained growth not only underscores our business acumen but also our ability to adapt to changing market trends and customer expectations. It serves as a foundation for further expansion, ensuring we continue to set benchmarks in the laundromat industry.

Q: What measures has your organization implemented to enhance customer satisfaction and ensure a seamless, welcoming experience at your laundromats?

Customer satisfaction is not just a goal; it’s a core value that drives everything we do. To deliver an unparalleled experience, we have introduced a series of transformative upgrades across our outlets.

The ambiance of our laundromats has been thoughtfully curated to ensure a welcoming and stress-free environment. From modern interiors to comfortable waiting areas, every detail has been designed with customer convenience in mind. Our staff undergo rigorous training to master not just operational excellence but also the art of hospitality—greeting customers warmly, responding to their needs promptly, and ensuring that every interaction leaves a positive impression.

Additionally, we have leveraged technology to enhance efficiency, making order handling seamless and error-free. These innovations, combined with our team’s commitment, ensure that every customer feels valued and appreciated at every touchpoint.

Q: What are your thoughts on giving recognition to The Laundromat as an industry leader?

Our industry has long been overlooked and undervalued. For years, the laundry sector was dismissed as nothing more than the traditional “dhoby” business, with little respect from the hierarchy or acknowledgment as a vital service provider, even by star-class hotels. Unlike other services in the tourism industry, laundry has yet to receive the recognition it deserves.

We have consistently submitted proposals to various governments, advocating for laundry to be acknowledged as a key component of the tourism sector. Unfortunately, we have not been successful so far, but I remain hopeful that the current administration will recognize our contributions and include us under the umbrella of recognized tourism services.

Our work plays a crucial role in elevating societal standards. By maintaining impeccable service quality, we provide value not just to our clients but to the broader industrial sector. I firmly believe that our business is essential to the nation’s progress and deserves its rightful place among respected industries.

Q: How do you feel about winning the SLIM Brand Excellence Award in the SME Category?

Winning the SLIM Brand Excellence Award in the SME Local Brand of the year Category is an extraordinary achievement and a proud milestone for The Laundromat. This recognition underscores our commitment to excellence, innovation, and unwavering dedication. It reflects the tireless efforts of our team and the trust and loyalty of our customers and partners.

This award has added immense value to our brand, affirming the positive changes we’ve made to elevate customer perception. It also validates the culture, mechanisms, and hard work we’ve implemented to create a seamless connection between our employees and customers. This recognition inspires us to reach even greater heights, and I extend my heartfelt gratitude to everyone who contributed to this success.

Q: How does your organization integrate corporate social responsibility into its operations, and what specific initiatives do you undertake to benefit employees and the broader community?

We believe that businesses have a responsibility that goes beyond profits—to create a positive impact on society. Our robust CSR programs reflect this ethos, encompassing a variety of welfare initiatives for both our internal team and the broader community.

For our employees, we provide wellness programs, professional development opportunities, and financial literacy workshops to ensure their holistic growth and stability. For the community at large, we actively support local charities, sponsor educational programs, and organize awareness campaigns addressing pressing social issues.

These efforts are not one-off activities but an integral part of our identity. Whether it’s through contributing to disaster relief efforts, supporting underprivileged communities, or engaging in environmentally sustainable practices, our aim is clear: to be a force for good that uplifts lives and strengthens communities.

Q: How does The Laundromat contribute to the Sri Lankan economy?

The Laundromat plays a pivotal role in supporting Sri Lanka’s tourism industry. A key aspect of a tourist’s hotel experience is the quality of linen, which creates a lasting impression. We have always prioritized maintaining the highest standards for our linen, using advanced washing techniques that meet globally accepted technical standards. Currently, we cater to more than 3,000 hotel rooms, including many city hotels that lack in-house laundry facilities due to space constraints. As a result, we serve as direct suppliers to the tourism sector, helping generate foreign exchange for the country. The positive reviews earned by star-class hotels are often tied to the freshness, fragrance, and quality of the linen we provide, further enhancing Sri Lanka’s reputation as a premium tourist destination. This commitment to quality comes with significant investment, but we are proud to deliver services that uphold the country’s hospitality standards and contribute meaningfully to the economy.

Q: How does your organization demonstrate its commitment to workforce diversity and inclusion, particularly in empowering women and individuals with disabilities?

Our commitment to fostering growth extends beyond business metrics to the people who drive our success. We take immense pride in having created opportunities for over 300 individuals, enabling them to thrive in the laundromat industry. Recognizing the importance of diversity and inclusion, we have ensured that more than 30% of our workforce comprises women. This commitment empowers women to excel in roles traditionally underrepresented by them, breaking barriers and setting new benchmarks in workplace equality.

In addition, we have pioneered initiatives to provide meaningful employment to individuals with disabilities. Among our workforce are 13 talented individuals who are deaf and mute. Their invaluable contributions have enriched our organizational culture, demonstrating that talent and determination transcend physical limitations. By fostering an inclusive environment, we celebrate the unique strengths and perspectives that each team member brings to our operations, making our workplace not just diverse but truly dynamic.

Q: How does your organization promote awareness about proper linen care, and what impact do these initiatives have on industries like hospitality and tourism?

As an industry leader, we recognize our responsibility to educate and inspire others about the importance of proper linen care. Clean, well-maintained linens are more than just a matter of hygiene—they contribute to comfort, health, and overall well-being.

Through workshops, educational campaigns, and collaborations with tourism and hospitality sectors, we’ve raised awareness about best practices in linen handling. From the benefits of frequent laundering to tips on preserving fabric quality, our initiatives empower individuals and businesses to adopt higher standards of cleanliness and care.

These efforts not only enhance public awareness but also support broader industry goals, ensuring that sectors like hospitality and tourism uphold the highest standards of service. By promoting sustainable and hygienic practices, we are helping to build a future where cleanliness is prioritized at every level.

Q: What is your outlook on life and its connection to your profession?

I believe every profession should be respected and valued, as it serves as the foundation of one’s livelihood. As the CEO of The Laundromat, I am passionate about changing societal perceptions that prioritize white-collar jobs over other essential roles. I am determined to highlight the importance of the work done by those who dedicate their efforts to our company’s success. My vision extends beyond restructuring the business—I aim to reshape societal attitudes by fostering respect for all professions. I hope to attract more professionals to this field, showing them that laundry is not just a service but a cornerstone of various industries, including tourism.

Under my leadership, I am committed to ensuring The Laundromat thrives as a symbol of excellence, professionalism, and innovation. My goal is to inspire people, transform perspectives, and continue setting benchmarks for success.

Source: Daily News