Haley Gould is the Director of Partner Success for HappyNest. She manages an internal team while leading more than 100 partners across the United States building a successful pickup and delivery operation in addition to running their laundromat business. A consummate professional, her communication background and organization make her a strong female leader in the laundry industry.
A graduate of Eastern Kentucky University with degrees in Communications and Public Relations, Gould spent five years post college as a Certified Paraoptometric Assistant/Optician and found herself looking for more out of her career.
She found a perfect fit when she got an opportunity with HappyNest, a start-to-finish, pickup and drop-off laundry service. In just three years, Gould has moved into a leadership role and expanded her impact.
Q: Tell us about your experience in the vended laundry industry.
A: Before HappyNest, the only time I had spent in a laundromat was in Kentucky during my college days. When I was looking at an opportunity at HappyNest, I thought ‘I hate laundry, why would I want to think about it every day for the rest of my life?!’ but I know I made the right choice.
Q: What has been key for your personal success?
I capitalized on my experience in Communication. Having several laundromat operators across the country to get to know and support everyday was a challenge, but the more I involved myself, and familiarized myself with the industry, the more passionate I became.
Q: What has been your favorite part of the industry?
From day one in this position, I have had a new love for the whole industry. Learning the ins and outs of running a laundromat and everything that goes into it has changed my perception on the idea of a business revolving around laundry. I always say at work, ‘The laundry community is a whole different breed!’ And I say that with the upmost respect, although I do think maybe we should start a reality show for the industry!
Q: What do you think is key to learning about the industry?
A: The most valuable resource for learning in the industry is the involvement with peers. There is so much to be learned from laundromat owners all around the country and it is one of my favorite aspects of my career. Traveling for events and conferences along with store visits is a must for me, and it has been my strongest resource for truly learning and respecting the industry as much as I do.
Q: What is the best thing about working in the vended laundry industry?
A: The one thing I enjoy most about working in the industry is the relationships I have built with our HappyNest community of partners and operators all over the country. I have come to think of a lot of the HappyNest partners as family and close friends. Traveling out to see different laundromats and understand how each operation is so unique, diverse and successful has been a highlight for me. Pickup and delivery can seem so cut and dry, but there really is so much that goes into it.
I also enjoy speaking with other competitors in the industry and learning as much as I can everywhere I go. I am so thankful for the time I get to spend with wonderful operators driving routes, meeting staff, training new attendants, setting goals and really helping our partners meet their full potential on our platform. There has been no better education for me compared to the time I have spent with laundromat owners all over, and I have met some of the most amazing individuals along the way.
Q: What has been most challenging for you?
A: Not owning a laundromat. As a woman coming into my role, explaining to predominantly male business owners how I believe I can help them to be successful with their operation, at first seemed to be impossible. Initially, partners would ask me about my own experiences and how I overcame obstacles or managed staff knowing that I had never had a store of my own.
With time, extreme involvement, traveling and genuine interest to learn and invest in the laundry industry, I have jumped through hoops to become a resource and advocate for our partners on the HappyNest platform. Gaining the trust and acceptance from laundromat operators all over the country was not easy, but I truly believe that it is all self-discipline, willingness to learn and motivation. I have learned everything I can and will continue to educate myself through conferences, operator experience and continued involvement in the industry.
Q: What advice can you share for other women who may be entering the industry?
A: Stay fierce and speak up. It’s okay to speak your mind, stay fierce and confident in your decisions, and don’t be afraid to learn. There is always more than one way to do something “The right way,” and so many amazing thoughts and ideas are shadowed from not speaking up!
It has not been easy to come into an industry where I have never owned a laundromat, (yet!), but if I did not speak up and stay fierce, then I would not be where I am today.
It took a lot of time and effort at the beginning to build the confidence to push back on peers or business partners, but being open minded and speaking up is a real game changer.
Q: If you could go back and do it all over, what would you do differently?
A: I would have purchased a laundromat before getting involved in the laundry industry. The first few years learning the ropes was tough and I think that it would have been much easier had I purchased a store and gained the knowledge of how operations work before jumping into the pickup and delivery side of things.
Q: What can leaders do to encourage more women to enter the industry?
A: It’s about changing a mindset. We have to encourage more women as laundry owners and not laundry folders. We can do that by promoting more involvement from women in the industry whether that’s in leadership positions at companies or presenting at events or on panels.
Q: What are you seeing as it relates to women in the industry?
A: I speak with more and more strong, female business owners every day and I see the confidence and empowerment growing each time. I see a lot of women running stores alone now, and I admire the strength and management skills that it takes to do so. I love to see female panelists and presentations at laundry events, and I even enjoyed being a part of the panel last year at the WDF conference. I think we are only just getting started, and the future for women in leadership in the laundry industry is very exciting.
