An Interview with Floris P.M. van Eekert
The professional textile care (PTC) industry is evolving into a modern service-driven sector where technology, sustainability, and customer relationships play an increasingly central role. Companies are moving beyond traditional laundry operations toward integrated textile and hygiene service models that emphasize efficiency, transparency, and long-term partnerships with clients.
In this interview, Floris P.M. van Eekert, former co-owner and Managing Director of Wasconnect BV and currently a senior consultant for the textile and hygiene service industry, shares his perspective on the industry’s development, the growing role of innovation, and the importance of customer-focused service models.
1. Can you please share with us your current position/job and profile of the organization you work for?
I am the former co-owner and Managing Director of Wasconnect BV, a company active in the textile and hygiene service sector. Since July 2025, I have been working as a senior consultant for the textile and hygiene services industry.
My work focuses on supporting companies with strategic development, operational improvements, and innovation in service models within the professional textile care sector. Through consultancy projects I help organizations strengthen their position in a market that is becoming increasingly service-oriented and technology-driven.
2. In which countries and market sectors of Professional Textile Care did you work and did you gain experiences?
My experience lies mainly in business-to-business textile services, particularly in areas such as workwear services, floor mat services, cleanroom textiles, and hygiene services.
Geographically I have worked with companies across several European markets, including the Netherlands, Belgium, Ireland, Portugal, and the Nordic countries.
Working across these regions has provided valuable insights into different operational models and customer expectations within the textile service industry.
3. Could you please describe the most important characteristics and trends of the current PTC markets in terms of customer/market demand characteristics and trends?
One of the most important trends is the growing importance of local and regional service models, particularly in relation to sustainability.
Customers increasingly expect service providers to operate within regional networks that reduce transport distances and environmental impact.
Another key trend is the importance of customer intimacy. Companies are looking for partners who understand their operations and can provide tailored solutions rather than standardized services.
At the same time, transparency in service models is becoming more important. Customers want clear insight into service structures, pricing models, and sustainability performance.
4. What do you see as the most important success factors for todays PTC companies?
Three factors are particularly important for success in today’s textile care industry.
First, companies must maintain strong customer relationships, built on trust and long-term cooperation.
Second, businesses must deliver reliable and impeccable service, ensuring that operational processes function consistently and efficiently.
Third, companies must remain innovative, especially in areas such as operational processes, productivity improvements, and sustainability initiatives.
Organizations that combine these elements are well positioned to succeed in the evolving textile service market.
5. What are your organization objectives and when would you consider your organization to be successful?
Success in textile services can be measured through several key performance indicators.
Customer satisfaction is a central priority, and we often measure this through Net Promoter Score (NPS) with a target range between 8 and 10.
In addition, sustainable business growth is important. Targets typically include annual net profit growth of around 4% and customer growth of approximately 5% per year.
These metrics reflect a balanced approach between operational performance, financial stability, and customer satisfaction.
6. What do you consider the most important future demands of clients in PTC markets?
Clients will increasingly demand flexible and transparent service models.
Businesses want service providers that can adapt to their operational needs while offering clear pricing structures and predictable service performance.
Flexibility and transparency will therefore become key differentiators within the market.
7. What are key issues for the PTC companies to fulfill future demands of clients and PTC markets?
To meet future market demands, companies must focus on several critical areas.
One of the most important is employee development. Skilled employees remain essential for delivering reliable services and maintaining operational quality.
Companies must also invest in IT systems and artificial intelligence to improve efficiency, customer interaction, and data-driven decision-making.
Finally, organizations must maintain strong cost control while pursuing sustainability initiatives.
8. How important is sustainability / circularity for your current business performance and what do you do to improve your performance as an organization?
Sustainability has become a central element of modern textile service operations.
For example, companies are investing in sustainable logistics and transportation, including the use of electric vehicles.
In workwear services, circularity can be improved by recollecting and reusing garments that have reached the end of their initial lifecycle as part of the service model.
In hygiene services, organizations are increasingly using sustainable consumables and environmentally responsible materials.
These initiatives help reduce environmental impact while strengthening customer relationships.
9. Do you see sustainability as an important driver for (new) business or as a factor for saving costs?
Sustainability is increasingly becoming an important driver for new business opportunities.
Many organizations now consider sustainability criteria during tender and procurement processes. Companies that can demonstrate strong environmental and social performance gain a competitive advantage.
In addition, sustainability initiatives can also contribute to cost savings through improved efficiency in energy, water, and material usage.
10. Do you see technical innovation as a key factor to enhance your business performance, and what technologies are essential to provide sustainable and profitable PTC services in the future?
Technical innovation is essential for improving efficiency and maintaining competitiveness.
One important development is robotization within laundry processes, which can significantly improve productivity and consistency.
Another major technological development is the use of artificial intelligence in customer relationship management, allowing companies to better understand customer needs and improve service performance.
11. What do you see as the most important innovations of the (near) future and how do you believe these innovations will change the way the industry operates?
Two of the most important innovations are robotization and artificial intelligence.
Robotization will allow more customer-specific processes, enabling companies to tailor their services more precisely to individual client requirements.
Artificial intelligence will also play a growing role in service models, supporting data-driven decision-making and improving operational efficiency.
12. According to many publications, a transformation of the PTC industry towards more customer and IT driven processing is seen as essential to be successful in the future. What is your policy to adapt your business/service model to changing market demands?
A key strategy is to invest in employee development, ensuring that teams are prepared to work with new technologies such as AI and robotization.
Training and continuous learning are essential for organizations that want to adapt successfully to changing market demands.
13. We have seen an enormous increase in scale of operation of PTC companies. Do you see there will be attractive opportunities also for the more smaller companies and what is needed for small companies to be successful?
There will certainly continue to be opportunities for smaller companies.
Smaller businesses can often differentiate themselves through strong customer intimacy, transparent services, and sustainability-focused operations.
However, they must also invest in IT systems, artificial intelligence, and employee development to remain competitive in the long term.
14. How do you feel the PTC industry can take more market share compared to domestic washing?
The industry can increase its market share by investing in innovative service models and sustainable solutions.
Customers are increasingly interested in services that combine convenience, reliability, and environmental responsibility.
15. What do you see as major opportunities for the professional laundry and cleaning industry for the longer term future?
One major opportunity lies in expanding services around hygiene management and integrated textile services.
As hygiene standards become more important in many industries, companies will rely more on professional service providers to manage textiles and hygiene products.
Transparent and integrated service models will therefore become increasingly valuable.
16. What do you see as major threats for the PTC industry in the coming years?
One potential risk is that businesses become too focused on cost reduction and productivity alone.
While efficiency is important, companies must also invest in customer relationships, service quality, and innovation to maintain long-term success.
17. What would you say industry (inter-)national associations should do to support the PTC industry professionally, now and in the future?
Industry associations can support the sector by sharing best practices, developing training formats, and connecting companies around innovation initiatives.
By facilitating collaboration and knowledge exchange, associations help strengthen the entire industry.
18. What is your vision on the future perspective of the industry?
In the coming years the textile care industry will increasingly evolve into a true service industry.
Companies will move beyond traditional laundry operations toward integrated service solutions that combine textiles, hygiene products, logistics, and digital management systems.
19. What is your key-message to your professional PTC colleagues for now and in the future?
My key message is to focus on delivering impeccable service supported by strong IT systems and effective customer communication.
Companies that combine operational excellence with advanced digital capabilities will be best positioned for success in the future textile service industry.
