Q and A with the Laundrapp Managing Director

We sat down with the Laundrapp Managing Director, Allan to get an insight into the day-to-day running of Laundrapp and to find out more about his opinions on business and life in general.

What do you do at Laundrapp? 

As the Managing Director for Laundrapp my main responsibilities include leading Laundrapp towards growth & international expansion by making sure we’ve got the right partners and not just any partners. It takes time to look for the right partners by making sure that they work best for us and our customers.

One of my other priorities is making sure we have the best customer service possible. We’re trying to make it as quick and easy for customers to contact the customer care team if they have any concerns or problems.

What was your background before Laundrapp? 

I worked at BT, working on integration with Alexa Skills to their contract base. Basically, allowing BT and EE customers to ask Alexa personalised questions such as ‘Hey Alexa, what’s my phone bill?’ or ‘Hey Alexa, can you upgrade me?’. Before that, I had a commercial retail background in FMCG.

How do you set yourself apart from other businesses in your industry? 

In my view, Laundrapp is not just a laundry or tech company, it’s all about the customer service and this is what really sets us apart. I’m super proud of the investment we’ve put into the customer care side of the business and making them as accessible as possible. We’ve made sure of this by setting up multiple channels of contact, whether it be on the phone, on WhatsApp, live chat, or email.

Laundrapp is the only company in the industry with a fully UK based customer service team. It would be very easy to offshore the operation to a cheap call-centre however we think this would lose the quality of our customer service and it’s a worthwhile investment in my view.

What do you think gives a brand longevity? 

I think consistently delivering quality is what gives a brand longevity. Once you become known for something, continually delivering on what you’re known for is what gives you longevity. If you think about McDonald’s; if you walked into a McDonalds 10 years ago and ordered some chips, they’d taste exactly the same as they do today.

I think once you start trying to change what you do or change your branding too often then it doesn’t stay embedded in people’s minds. It’s all about matching a brand to a service or product and then making sure they both stay the same.

Another way of giving a brand longevity is if you can associate the brand with a particular feeling. With Laundrapp, it’s all about linking the brand with the feeling of giving you extra time to do the things you really want to do instead of your laundry. We allow our customers to spend time doing what they really want to do and that is the feeling that we want to associate with our brand.

What’s the biggest business lesson you’ve learnt so far? 

I’d say there’s 2 main lessons I’ve learnt in business so far. Firstly, you never want to be in a room where you always agree with someone. If you are, then you may as well just have one person in the room. If my opinion contradicts everyone else’s and I believe in it, I will stand by it. If it turns out to be wrong, then I’m happy to admit it.

Secondly, you want to be able to fail fast and learn fast. Anyone who’s ever been successful in business has a string of failures, look at anyone like Steve Jobs or Warren Buffet they all have failed at some point in their careers. So, you should never be afraid of failure, it’s about picking yourself up and moving on quickly.

Do you have a morning routine or ritual to get your day off to a good start? 

I do actually, I am up at 6 every day when I’ll shower, make my bed and have a couple of Weetabix. It sounds a bit cliché but if you have a rubbish day, you’ll always know you’ve done one thing right and that’s make your bed.

What are your favourite part/perks of your job? 

I like working in a medium-sized business which is growing fairly quickly and has a lot of expertise in it, it’s so fast-moving you have no idea what’s going to happen within the next week, which I like very much, and it keeps me going. Sometimes it does tire me out, but I like being at work and not knowing what is going to happen next. We have direction and goals we want to reach but sometimes it’s more about thinking on your feet and standing by decisions with real conviction.

Laundrapp really is fast-paced compared to anything else I’ve been used to in the past. There’s less room for error in a smaller business, if you miscalculate or forecast badly here it makes a huge difference whereas, at bigger companies like BT, Tesco or Amazon, £20,000 is like a drop in the ocean. It means that everything we do here actually makes a difference.

What plans do you have for Laundrapp over the next two years? 

We have some top-secret plans in the works that we can’t share just now. However, what I can tell you is that it will change the industry. Other than that, we are looking to expand internationally, we’ve just had our soft launch in New York and the priority is to continue to move into new territories. The priority within that is to make sure we only partner with expertise in the industry and that we avoid the mediocre.

What else do you get up to while you’re not at work?

 I’m a qualified sports therapist and have a small client base that I work with including powerlifters. Other than that, I enjoy going to the gym and when I can, travelling to hot places.

What’s your favourite TV Show? 

I’m really looking forward to series 3 of You on Netflix so I’d probably say that. I don’t watch too much TV, but I do like a good series. Friends is a good go-to and never gets old.