As Mary sat at her kitchen table with a cup of coffee and her freshly delivered laundry, she said, “I didn’t know a service like this existed. If I had, I would have done this years ago. I’m so thankful our mutual friends connected us.”
I’m Charles, co-owner of Friendly Laundry Service. In this series, I’ll share the transformations our customers have experienced using our pickup and delivery service. I’ll also discuss my own journey, which inspired us to create Friendly Laundry Service and shapes how we care for every customer.
Mary R., a retiree from Anaheim, first heard about Friendly Laundry Service through mutual friends, Steve and Lydia, who lived in her senior living complex. Steve explained that recent changes to the in-house laundry facilities left many residents frustrated. The management company was unresponsive, and residents felt unsure of their options. Many believed their in-house facilities were their only choice.
Charles with Mary R at her residence in Anaheim , CA.
Steve asked if I could provide information about Friendly Laundry Service to share with their neighbors. Instead, I offered to visit the complex and meet some of the frustrated residents to see how we could help.
During my visit, I heard many frustrations. The machines, once operated by quarters, now required an app. Residents had to download it, create accounts, add money, and could only start the machines through the app. Many complained their phones didn’t connect properly in the laundry room, leaving them unable to start washing after hauling their laundry. Others said they couldn’t figure out how to install the app.
Steve shared a story about a woman who went to the bank to get $60 in quarters, only to find the machine’s coin slots had been removed. Many residents nodded in agreement, as this story captured their collective frustration.
A few days later, Mary called after receiving one of the fliers I had left with Steve. She echoed many of the frustrations I’d heard from the other residents. When I mentioned Steve’s $60 story, she exclaimed, “Yes, that’s me!”
She explained how disheartening the sudden changes at her complex were, especially with no guidance. As a result, her laundry piled up. “I never called my daughter,” she said, saying that was an option. “I want to enjoy my time with my children, not ask them to do my laundry.”
I smiled and said, “I think we can help.” I explained our service and arranged to meet at her home to set up her account personally.
Later that week, we added all of her information. Mary said she wasn’t picky, but I smiled and replied, “You probably are—and that’s a good thing! Please, tell me exactly how you’d like things done.” She beamed as we customized her account with specific details about her clothing.
As we added her information, Mary shared a story. “When I did my laundry here, I usually stayed with my clothes. But one time, while I was folding, I went back to my apartment for a moment. When I returned, one of my sweaters was missing. I put up a note in the laundry room, but nothing ever came of it. I never saw anyone wearing it—there would have been trouble if I had! The experience left me feeling violated. Many of my friends have had similar issues. It’s so frustrating when your trust is shaken like that.”
I assured Mary that one of our key values is that our staff is always with each order—there’s no chance of anything being stolen, lost, or misplaced. In addition, all of our staff are women with years of experience, they have the right sensibilities for handling undergarments, delicates, and other sensitive items.
We scheduled her first pickup for the following Tuesday, and I gave her a new laundry bag. When I knocked on her door that day, Mary greeted me with a smile, her bag filled to the top. “I knew you were coming because I got the message on my phone, just like you said I would,” she said.
When I returned on Wednesday with Mary’s clothes—clean, folded, and neatly packaged—she was amazed at the presentation. She had received messages the day before, updating her on the pickup, completion, and when to expect delivery. “It’s so neat to track my clothes like that,” she said.
A month later, I sat down with Mary for coffee after delivering her latest order.
Mary admitted, “I felt a bit guilty at first because I’ve always done my laundry myself. But you and your team made me so comfortable letting go. I’m so pleased because I’m treating myself. I never thought I’d do this, but after a few orders, I realized using Friendly Laundry Service is a gift to me. Sometimes, you just have to get over the hurdle of indulging in a little self-care. Once I did, it felt so good—I haven’t looked back.”
“Plus, it’s fun,” Mary said with a smile. “I enjoy a nice visit whenever you deliver my clothes, even if it’s just for a few minutes. It’s a highlight to say hello and share a story or two—it really makes a difference.”
I asked Mary if she had told her family yet. “Yes, I just did,” she replied. “My daughter said, ‘FINALLY!’ She was always happy to help when I needed it, but when I told her I’d been using Friendly Laundry Service for a month, she couldn’t believe it. I never wanted to burden her—I want us to do fun things together! Now we will.”
Mary mentioned that many of her friends didn’t have the same support. I suggested we reach out to them, and she agreed.
“With all the time and energy I’m saving now,” Mary continued, “I’ve returned to hobbies that had fallen by the wayside. I used to draw and sketch a lot, and now I’ve started bringing out my supplies and creating again. I used to walk by my art bin and feel frustrated, but not anymore.”
Mary makes great coffee, but it was time for me to say goodbye.
As I left, Mary said, “Charles, I’m so impressed with the quality, professionalism, and care—not just with my clothes, but with you as a person.”
I replied, “Thank you. I’m learning that building trust is what really makes a difference with our customers. It’s our key to success—the time and personal effort it takes are worth it.”
