We were lucky to catch up with Ray Kroner recently and have shared our conversation below.

Ray, appreciate you joining us today. Taking care of customers isn’t just good business – it is often one of the main reasons folks went into business in the first place. So, we’d love to get a conversation going around how to best help clients feel appreciated – maybe you can share something you’ve done or seen someone do that’s been really effective at helping a customer feel valued?

Over 85 years ago, Kroner Dry Cleaners embarked on its journey steadfastly committed to
delivering top-notch professional garment care and unparalleled customer service. Dry cleaning
is a service-oriented business, and like any service-based industry, expressing gratitude to our
customers is essential for our success.
In 2008, during the recession, we decided to celebrate our 70th year in business by hosting a
customer appreciation open house.
During tough times like these, we realized the importance of
recognizing the positive things in life.
We booked the party hall at the tavern across the street
from our establishment and invited our loyal customer base. We provided drinks and appetizers,
hoping for a good turnout. The event was a hit, drawing in 275 customers and friends.
Even local officials showed up to acknowledge the occasion, and attendees expressed their
appreciation for the gesture.
The success of this event inspired us to make it a regular occurrence, hosting it every five years.
This past February, we celebrated our 85th year with another customer appreciation event,
attracting over 300 people, including the mayor of Cincinnati, local city council members, and
state representatives. Witnessing the community coming together to support small businesses
like ours is incredibly fulfilling.

Ray, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

Kroner Dry Cleaners boasts a rich history dating back to its founding by my grandfather, Lou
Kroner Sr., in 1939. Following World War II, my father, Lou Jr., joined him, and together, they
laid the foundation for a thriving neighborhood dry cleaning establishment. In 1978, I joined the
ranks of the family business.
Our reputation has been built on our unwavering attention to detail and deep understanding of
this industry’s personal nature. We recognize that clothing is more than just fabric; it’s an
expression of your identity. When customers entrust us with their garments for cleaning and
restoration, they are entrusting us with a piece of their personality for their next life
presentation.
This awareness has fueled our growth from a modest six-employee operation in 1978 to a team
of 23 dedicated individuals. We serve a diverse clientele, including major theater and arts
programs in Cincinnati and are expanding our delivery route service.
While personalized attention remains paramount, we also stay abreast of industry trends
globally, embracing the latest technology and implementing “green” initiatives to minimize our
carbon footprint.

Fueled by my unwavering commitment to our ongoing success, I have assumed a leadership role
at The Dry Cleaning and Laundry Institute (DLI), an international organization dedicated to
educating and advocating for our industry. In 2027, I will serve as President of the DLI,
representing a collective effort to elevate professionalism within our field.
For four generations, we have taken immense pride in delivering quality personal
service, and we remain focused in our determination to uphold this tradition for generations to
come.

How’d you build such a strong reputation within your market?

In the early years of our company’s establishment in 1939 and throughout the subsequent
decades of the 1940s, 50s, and 60s, there was a prevailing trend for people to engage deeply
within their immediate communities. Residents often conducted their shopping, attended
worship services, and sought entertainment within the confines of their neighborhoods and
local small business districts.
Recognizing the importance of community involvement, my grandfather and father actively
participated in various aspects of local life, including church activities, civic engagements, and
business organizations.
In 1964, my father initiated the “Outstanding Young Citizens Banquet.”
This annual event celebrates students from ten area grade schools who demonstrate
exceptional leadership and moral strength qualities. Business leaders are invited to sponsor
these students, while teachers are recognized for their invaluable contributions to the
development of the younger generation. The banquet concludes with an inspiring guest speaker
chosen to impart a positive message to the students. Over the years, I assumed the role of
emcee, a responsibility I took on three decades ago, while my daughter, Emily, now oversees the
event’s organization.
As the 1970s unfolded, the rise of large malls began to challenge the loyalty of consumers to
their local small business communities. In response, it became imperative for us to double down
on providing the personal touch that has come to define our professional identity.
My wife and I deliberately chose to remain actively engaged in our community – she as a
teacher and myself as a business owner. Over the years, I have served as the athletic director at
our daughters’ grade school, participated in numerous organizations, and held leadership
positions in entities such as The Local Kiwanis Club, The Cheviot Westwood Community
Association, and the founding of the Cheviot Business Alliance. Additionally, I am a proud board
member of the Dry Cleaning and Laundry Institute (DLI), slated to assume the role of president
in 2027.
In a landscape where consumer demands for convenience are ever-present, there exists an
equally strong desire for personal care and human interaction. Our longstanding history, deep-
rooted community awareness, and keen understanding of customer needs have consistently
communicated a message that has become synonymous with our reputation.

We’d love to hear a story of resilience from your journey.

Reflecting on 85 years in business, we’ve encountered numerous instances that have tested our
resilience, each marking the beginning of a new chapter.
My grandfather initially ran a thriving tailoring business in the 1920s and 30s. However, the
onset of the Great Depression altered his trajectory. In 1939, driven by entrepreneurial
curiosity, he pivoted to open a dry-cleaning business. His resilience in the face of adversity laid
the foundation for over eight decades of success.
The challenges of the 1970s brought about by the rise of large malls and the polyester craze
posed significant obstacles. Polyester, a low-maintenance fabric, immediately impacted the dry-
cleaning industry, with roughly 30 percent of cleaners nationwide going out of business. My
Father’s firm belief in perseverance guided us through this lean period. He advocated for
maintaining focus, doing what we do best, and trusting that the rest would fall into place. As the
polyester craze diminished, we experienced a resurgence, leading to years of steady growth.
However, nothing could have prepared us for the unprecedented challenges brought about by
the pandemic. Initially perceived as a brief pause, it evolved into a year of turmoil. Facing a
significant drop in business—over 50 percent—we were compelled to make difficult decisions,
including laying off personnel who had been loyal to us. The lack of a unified government
message, supply issues, and employee anxiety compounded the situation. Yet, amidst
uncertainty, we found an opportunity. Embracing my father’s mantra of staying focused and
delivering quality, we intensified our promotion of home delivery, highlighted bridal
preservation services and expanded into comforter and home goods cleaning and deodorizing.
Three years post-pandemic, we’ve rebounded to pre-pandemic levels. I attribute this resurgence
to our unwavering positivity and ability to convey confidence to our dedicated team and valued
customers.
Throughout these challenges, I’ve come to understand the key elements of success: awareness,
action, and commitment. While commitment may fluctuate, staying dedicated ultimately fosters resilience.

Contact Info:

• Website: https://Kronerdrycleaners.com
• Instagram: Kronerdrycleaners
• Facebook: Kroner Dry Cleaners
• Other: tik tok – Kroner Dry Cleaners