While rising operating costs, labor shortages, and supply-chain challenges continue to dominate discussions in the commercial laundry industry, I believe a less visible but equally significant challenge is the increase in customer expectations. 

Today’s customers are more informed than ever and expect their vendors to contribute to operational efficiency and strategic goals. Simply washing and delivering linen is no longer enough.

Healthcare organizations now expect exceptional customer service, reliable deliveries, infection prevention expertise and meaningful data analytics. At the same time, they often seek to reduce overall linen expenses by 10% or more. 

When contracts come up for renewal, requests for proposals are frequently issued in hopes that a competitor can offer lower pricing, sometimes without fully considering the potential impact on service levels, product quality, or inventory availability.

Here is a three-step course of action for this unique challenge.

1. Align Stakeholders Around Shared Goals

Healthcare systems are complex organizations where priorities vary by role. An environmental services (EVS) director may focus on ensuring linen arrives on time and in the right quantities, while a chief financial officer may be more concerned with reducing linen loss and controlling costs. 

Bringing all key stakeholders together creates an opportunity for shared accountability and collaborative problem-solving. It is also important to identify an on-site champion who can help drive and sustain improvement initiatives.

2. Use Data to Tell the Story

Customers often have questions about how linen loss percentages are calculated and whether charges can be capped or customized for their organization. Transparency is critical, and data must be shown in an easy-to-understand format. Demonstrating how the linen provider already shares the risk through built-in loss buffers and shares the cost of replacement inventory helps customers better understand pricing structures.

Data can also reveal opportunities for improvement. For example, tracking pounds per adjusted patient day (APD) and comparing clean pounds delivered against APD trends may show increased linen consumption without a corresponding increase in patient volume. Excessive ordering can contribute to linen loss just as much as linen discarded in trash, red bags or ambulances. Presenting this information clearly helps customers identify the root causes of rising costs.

3. Develop and Sustain an Action Plan

Many frontline caregivers have never received formal education on linen management and may not realize that improper handling or disposal can cost a facility thousands of dollars each month. Linen awareness should be incorporated into new-employee orientation and reinforced through annual training programs. Visual reminders, such as signage in key work areas, can support daily compliance.

Following an initial education campaign, organizations should continue sharing linen loss metrics and progress reports. Seeing measurable improvements over time helps sustain engagement, reinforces accountability, and encourages long-term behavior change. 

As a registered nurse working in the linen and laundry industry, I never lose sight of the fact that patients are the end users of most of our products. Providing hygienically clean linen and effective inventory management is fundamental to maintaining strong customer relationships. 

Beyond that, understanding and delivering on each customer’s distinct expectations creates better outcomes, strengthens partnerships, and transforms a vendor relationship into a true strategic collaboration.

Industrial and institutional laundries have always operated in a complex environment. 

New, challenging stains emerge as consumer products change, textiles are becoming more diverse and sophisticated, and water quality can vary significantly by location or season. These longstanding challenges require laundries to continually adapt their wash processes and chemistry to deliver clean, consistent, and long-lasting textiles. 

While I am always looking for chemistries that more effectively remove challenging stains like cosmetics, this is not the biggest issue facing laundries.

Today, I believe the most pressing issue facing the industry is the need to advance sustainability without sacrificing performance. Laundry operations are under constant pressure to control costs related to water, energy, labor, and goods, while also navigating evolving expectations for wastewater management and environmental compliance. 

Sustainability is usually viewed through an environmental lens, but for laundries it is also sound business practice. Reducing water and energy consumption can directly lower operating costs, provided those improvements don’t come at the expense of product quality or customer satisfaction.

Achieving this balance requires a thoughtful approach to the overall wash process. As facilities lower temperatures, reduce water consumption, and/or shorten cycle times, chemistry is asked to work harder under more demanding conditions. The right combination of detergents, bleaches, and specialty additives can help laundries maintain quality standards and protect textile life while also improving efficiency. 

Just as important, wash processes must be optimized so chemistry is applied appropriately and consistently.

Another important aspect is the growing use of automation, sensors and data analytics. These technologies can provide valuable insight into wash performance, chemical use, utility consumption and equipment operation. 

However, the goal shouldn’t be using technology for technology’s sake. The benefit comes when automation helps reduce labor demand, and data is translated into practical insights that help operators make better process decisions and identify issues before they become larger problems.

Successful laundries should view sustainability, chemistry and technology as interconnected rather than separate parts of the operation. The most pressing issue is how to make laundry operations more efficient and environmentally responsible while preserving quality standards and maintaining long-term operational goals. 

That will require strong chemistry, well-controlled processes, effective technology, and close collaboration between laundries and their suppliers.

Miss part 1? Click HERE to read views from commercial laundry and textiles experts.