Traditionally, the cleaning industry as well as the laundry industry focus on technical efficiency, cost control, and hygiene standards. However, businesses and organisations have started to refocus on economic, societal, and developmental rebuilding after the disruptive pandemic. This trend has induced service industries to be resilient to all kinds of unpredictable needs in their customer service. Businesses that have adjusted and provide hybrid working models seem to do well.
For instance, JPC by Samsic – a London-based specialist provider of premium cleaning services operating in 27 countries – started to integrate client feedback research and developed a so-called ‘concierge line’. They renewed the standard cleaning service delivery model under hospitality-integrated practice. Led by managing director John Conry Jnr, the model has been refined into a blueprint for uplifting cleaning’s purpose, enhancing team connection and reshaping market differentiation. Some highlights:
· Cleaning meets hospitality. Rather than being seen as a background function, the teams (at all levels) take a client-facing role and integrate the professionalism, attentiveness, and proactive attitude associated with high-end hospitality.
· Keeping teams connected and trained. Pride in work coincides with a stronger sense of connection with the team and the client’s mission. Regular training and development sessions ensure staff have both the technical and interpersonal skills needed to succeed.
· Elevating the sector’s profile. Cleaning – laundry cleaning included – is not just a service: it’s a professional field that demands investment, skill and expertise.
JPC’s hospitality-inspired model highlights an important lesson and vision: cleaning is more than a task and a job – it’s an opportunity to enhance environments, build client relationships, and elevate the sector. In that respect, the laundry industry too has the potential to reshape its profile, making laundry the equivalent of a new standard of excellence.
