Customers in general are asking for more self-service, 24/7 options in the dry cleaning world, and we’re seeing that demand grow firsthand.
To keep up with customer desires, Oceanside Cleaners added its first self-service kiosk in 2022. The response was so favorable, we added a second self-service kiosk last year. The kiosks, at our Ponte Vedra Beach location on Solana Road, are the first of their kind in the Jacksonville area. Both kiosks have become popular and now customers want the flexibility to use self-service for larger items. So, in addition we installed a new locker system for larger items or items that are too bulky for the kiosks (such as comforters or cushions).
Almost half of Oceanside’s customers have used the kiosks at least once, according to owner Mike Harris.
Any time day or night, customers can drop off items for dry cleaning as well as wash and fold services or pick up freshly cleaned items. “Our customers love the flexibility of the kiosks for after-hour or weekend access,” says Harris. “But they use self-service during business hours, too.”
Kiosk popularity was a surprise
Harris believes customers will always value face-to-face service. That said, customers are also used to self-service. “People think nothing of scanning their own groceries, streaming their own shows or using kiosks to get airline tickets,” Harris states.
Oceanside expected that kiosk users would tend to be younger, tech-savvy customers. The actual users have surprised them. “Our older customers also love the kiosks,” Harris adds. “So many customers were using the single kiosk, they had to stand in line, which defeated the whole idea of convenience. That’s why we added a second one.”
Harris says it was only a matter of time before self-service kiosks became a routine dry-cleaning option. After all, self-service laundries have been around for years.
Personal service remains available
Not surprisingly, many Oceanside customers still value interpersonal interaction. “Personal service is our hallmark,” Harris adds. “We know our customers and offer free pick up and delivery to make their lives easier. But there will always be circumstances where self-service is preferred.”
If customers want to use the kiosks, they can get a demo any time. That said, the kiosks are easy to figure out and use.