Linen Supply: Dyan Troxel, HandCraft Linen Services, Richmond, Va.
When customers request products outside the standard linen inventory, commercial laundries can start by asking focused questions to better understand the underlying need:
- What prompted interest in this specific product?
- Are there evidence and data supporting its use? If research is referenced, how current is it, and have the findings been replicated?
- Is the product being used according to its instructions for use (IFU)?
With a true partnership, the linen company and customer should always be looking for ways to be more efficient while showing cost savings. Sometimes customers are not aware of the extra costs associated with specialty linen, which usually has an alternative with a proven track record that would accomplish the same outcome.
Linen companies can add value by hosting a linen fair, giving bedside staff the opportunity to compare products firsthand and share feedback from a point-of-use perspective. These events often reveal practical needs that may not be visible to administrators. For example, sheets in use may not fit larger ICU beds properly, creating frustration for staff and dissatisfaction for patients or families.
If the customer still prefers a specialty product, a customer-owned goods (COG) program may be an appropriate solution. Before this option is chosen, ensure the specialty item can be commercially laundered or bar-coded appropriately. For instance, certain materials that are porous or felt-like are unsuitable for adhering barcode labels effectively. This could cause both parties frustration, operational challenges and additional costs.
In certain situations, specialty linen is essential, and collaboration between the customer and the commercial laundry is critical to determine the best path forward. A contract addendum may be required to document expectations, responsibilities and any associated fees. A facility walkthrough can also be helpful, especially if logistical adjustments are needed, such as using a different-colored soil bag to ensure specialty items remain separate from standard linen inventory.
Open communication and understanding each party’s priorities are key. If a specialty product can reduce pressure injuries or shorten the length of stay, the return on investment may justify the additional cost.
Chemicals Supply: David Dotzauer, Ecolab, Eagan, Minn.
Whether you operate a linen rental plant or process customer-owned goods, the most constructive “pushback” starts with the same mindset: you’re a partner in your customer’s operation. The goal isn’t to blame the customer for poor outcomes. It’s to align expectations, share what you’re seeing, and help them get reliable performance from their textiles.
In practice, textiles sometimes get used in ways they weren’t intended, and the impact isn’t always obvious at first. I’ve seen napkins used as cleaning rags for greasy surfaces or bath towels used to handle spills in kitchens and entryways. Those uses introduce heavier soils, extra wear and tear, and sometimes harsher chemical exposure than the textile (and a standard wash formula) can consistently handle without increased staining, holes, or reduced linen life.
This is where data can turn a difficult conversation into a neutral, problem-solving discussion. Sharing trend reports (rewash, reject or replacement rates) helps you and the customer pinpoint when something changed. Often, the mismatch in use traces back to an operational shift on the customer side, such as higher occupancy, staff turnover, or new cleaning protocols. When you can show, for example, “Replacement rates increased 30% after X changed,” you’re no longer arguing, but instead diagnosing a problem.
From there, you want to bring the customer along with the solution by reconnecting the textile to the task. If an application consistently carries higher soil loads than the current item can withstand, propose alternatives. Most of the time, you can identify a more appropriate product with different construction, heavier weight, or materials engineered for demanding use. If the customer wants to continue the higher-impact use, be transparent about the tradeoffs and set expectations. Often, that means adjusting the pricing to account for higher processing costs and fewer turns per textile.
The best pushback preserves the relationship through clear expectations, shared data and practical options. Customers are far more receptive when they feel supported and when they can see you’re focused on protecting their brand, their budgets, and the consistency they depend on.
Click HERE to read part 1 with customer product guidance advice from textiles and uniforms/workwear manufacturing experts.
Have a question or comment? E-mail our editor Matt Poe at [email protected].
