May 8, 2017

Meet Ben Sawyer of Fiesta Laundry in Duluth

Local Stories

Today we’d like to introduce you to Ben Sawyer.

Ben, let’s start with your story. We’d love to hear how you got started and how the journey has been so far.
I spent 15 years in corporate America, thankful for the stability and career, but dissatisfied making what I felt was a minuscule impact on real people. I desired to put my time and my life into helping people in tangible ways and believed that I could do so through my vocation as well as avocation. Dissatisfaction evolved into dreaming, and dreaming into planning. Not one to jump on a whim, after several years of research, learning, and prayer, I took the leap, bought an existing coin laundry, and entered the world of small business ownership. The store I bought was in a good location but also dirty, with old, poorly-maintained equipment. I spent the first-year cleaning, upgrading, and serving customers. Actually, I am still in the midst of the transition, but have seen good success and feedback by focusing on the basics. I believe that a laundromat will be successful if it is clean, if people feel safe there, and if the machines work well. Good customer service will be the frosting on the cake- it will be appreciated only if the other elements are in place. Our stated mission at Fiesta Laundry is to provide every customer a clean, safe facility and positive experience at the Laundromat. We strive to ensure that every customer leaves satisfied. I believe that clean clothing brings dignity to people, and that the process of serving others in a small capacity can be encouraging and affirming.

Overall, has it been relatively smooth? If not, what were some of the struggles along the way?
It has been a lot of work to transform the business while operating a retail facility with open doors about 100 hours per week.

It has been a challenge to attract and maintain high-quality employees who share an attitude of customer service and buy in to the vision of transformation. All of my employees to date have been part-time, which means they are balancing with other jobs, school, and personal commitments in addition to the work at Fiesta.

I was not expecting to spend as much time as I have to interviewing, evaluation, selection, and training. I am thrilled to have a great crew of 4 employees presently.

I have a reasonable mechanical aptitude, but this past 18 months has been a steep learning curve to master all of the maintenance roles required. In a sense, I am glad that my first laundry had some ancient equipment; all the better that I learn what and how much is required to keep it running well.

Occasionally, there are “non-customers” that are problematic. These folks are looking for a shortcut, looking for trouble, down on their luck, bored, under the influence of some substance, or a combination. I believe these encounters go with the territory of a highly transient/ densely populated apartment community. Though we often have to draw a hard line with them to maintain a safe, clean facility for our customers and employees, I know that each of these non-customers is a son or daughter, a mother or father- an individual, and he or she needs dignity too. Finding the right approach in these situations is often not easy.

The laundry is located in a strip mall with 7-8 other businesses, and I have found that I am not only a laundry captain but also have found ways to be a good neighbor and a diplomat regarding community issues.

Fiesta Laundry – what should we know? What do you guys do best? What sets you apart from the competition?
Fiesta Laundry is a Coin Laundry in Duluth, GA. We are clean & bright, with large machines and excellent customer service.

We offer self-service coin-operated washing machines (29) and dryers (27) of varied sizes for all of your needs. We sell detergents and other laundry products, as well as cold drinks.

Fiesta also has a full-service option: customers may drop off laundry and our trained staff will wash, dry, fold, and package their articles for pick up. Same day service is available for most orders.

People often remark that our service-minded approach and friendly staff distinguish us from our competitors. We are always fully attended to help customers get in and out as quickly and efficiently as possible. We strive to ensure that when customers leave our laundromat, their clothing is clean and they have smiles on their faces.

Honesty. I will be 100% honest with every employee and customer, and expect the same of every company employee.

Integrity. My word is a commitment that I will fulfill. I also expect each employee to follow through on his or her commitments to me, to each other, to our customers.

Fairness. Everyone is treated fairly, with equal opportunity and obligation.

Service to Others. Fiesta Laundry is a service company. Our business is in serving. We serve our customers, and we serve each other as fellow team mates.

Teamwork. Fiesta Laundry depends on many individuals working together to accomplish something that none of us can do individually.

What is “success” or “successful” for you?
I started a business to do more than make money. I want to build value AND promote dignity in/ for others. It seems to me that the two are interdependent. A profitable venture, without effectively respecting customers and growing and empowering employees, is a hollow shell that won’t live past its most recent sale. Likewise, a commendable and virtuous endeavor which does not build value monetarily is ultimately not self-sustaining and will eventually dry up. I strive to have my business serve as a vehicle of healthy progress for all involved- through customer relationships; through affordable, fair pricing and practices; through employee mentoring and development, through benevolent leadership.

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