The five must-haves to supporting rapid business growth

Are you wondering how to transform your side hustle into a scalable business? Why is the customer experience and embracing innovation so important when it comes to building loyalty and ensuring market longevity?

Laundry Lady is a game-changer in the small to mid-range laundry market. It is now the country’s fastest-growing mobile laundry service, and broke records on the latest season of Shark Tank Australia with a whopping $1m investment offer.

But its success didn’t come overnight.

CEO Susan Toft discusses the hurdles in scaling a business, and how customer needs (and adapting to those needs) are key drivers for growth.

In particular, Susan looks at what today’s consumers are looking for in a home pickup and delivery service, and how technology plays a part in that.

Business Essentials with Susan Toft, CEO of Australia’s fastest-growing laundry service and Shark Tank success story, The Laundry Lady

1. Know your ‘WHY’

Understanding your why in business is crucial as it serves as the foundational compass that guides your decisions, actions, and overall strategy. Your why encapsulates the purpose and values behind your business, clarifying not just what you do, but why it matters.

2. Focus on the customer experience and market needs

Prioritise delivering high-quality products or services to meet or exceed customer expectations. Positive customer experiences lead to repeat business and positive word-of-mouth. You’re not selling a customer a product or service; think of it as a solution. In our case – saving people time, one basket at a time!

3. Build a strong team and company culture

A strong team is essential for executing your business strategy and driving growth. Laundry Lady has a Head Office team of 10 part-time Staff and a team of 220+ independent contractors working Australia-wide. The values of time and flexibility carry through from the top.

4. Invest in marketing and branding

Identify your target audience and tailor your marketing efforts to reach them effectively. Utilise digital marketing, social media, and other channels to connect with potential customers.

When it comes to brand building, invest in building a strong and recognisable brand. Consistent branding across all channels helps create trust and loyalty. Don’t always go for the hard sell – work on your community and post authentic content.

5. Embrace technological innovation

As they say: work smarter, not harder. Explore opportunities to automate repetitive tasks and processes within your business. This can improve efficiency, reduce costs, and free up resources for more strategic initiatives.

You can hear more from Susan at Retail Fest 2024, or head to the Laundry Lady website at laundrylady.com.au. Book a service, or join the national team of Laundry Ladies and Lads. Laundry Lady is here to make waves in the mobile laundry market!

Susan Toft
Founder & CEO
www.thelaundrylady.com.au

Susan Toft is the Founder and CEO of Australia’s fastest-growing laundry service, The Laundry Lady, which started on the Gold Coast in 2012 and is now a multi-million dollar business with services across Australia and New Zealand. 

The Sunshine Coast Corporate Business Woman of the Year and Telstra Best of Business QLD finalist has an extensive career across government, not-for-profit and membership organisations. Susan has a strong background in marketing and events within roles at Austrade, Export Council, PADI Asia Pacific, and Tourism Council Australia.

Her award-winning pickup and delivery laundry service has revolutionised the way busy families, businesses and NDIS customers manage their laundry needs.