Whether you’ve been in the laundry business for years or just a few weeks, it’s important to stay on top of your customers’ wants and needs. The laundry business is extremely competitive, so ignoring even one issue can be costly. To better serve your patrons, explore our list of the top customer complaints about laundromats. If you keep these common issues in mind and work to address them, your coin laundry business should stay in good shape.
Top Customer Complaints About Laundromats
While it may be tempting to spring for a less expensive location buried in a strip mall or isolated from surrounding businesses, resist the urge. Laundromats are plentiful in most areas, so it will be worth the higher rent bill to start off in a prime location, such as a corner space with multiple, easily accessible entrances. In the same vein, it is also important to make sure your laundromat is set up in a safe, well-lit part of town. Especially if your laundromat will be open late at night or early in the morning, a reliably safe location will be worth the investment.
The days of coin-only washers and dryers is ending. So if all of your machines operate on coins, you may (unfortunately) need to invest in new equipment. Few people walk around with a boatload of quarters, so most customers appreciate the option to pay with a credit card, debit card, laundry card, or cash. Even amongst the lower-income demographic, this is one of the top customer complaints about laundromats. We encourage you to invest in flexible payment systems. If you don’t currently have the funds for this investment, at least purchase and install a change machine. Ideally, the change machine will accept credit cards and debit cards as well as cash.
No Attendant On Duty
Many laundromat owners choose to not employ on-duty attendants to cut costs. Although this isn’t unusual and it may work for some businesses, understand that most customers appreciate the ability to talk to an employee. Even if you only employ an attendant to work during peak hours, this can give you a competitive edge over other coin laundries in your area. Your staff members can improve customers’ experiences by addressing their questions and concerns, keeping the facility clean, and providing an additional layer of safety and security.
It should come as no surprise that customers are often frustrated by out-of-order washers and dryers. So if you’ve considered saving money by limiting routine equipment maintenance, we urge you to reconsider. If one or more of your machines are consistently broken, not only are you annoying your customers, but you’re also lowering your profitability. Adhere to a regular maintenance schedule to keep your equipment working properly, and promptly address any issues that arise.
Just because people go to a laundromat for one purpose (to wash and/or dry their laundry), that doesn’t mean they don’t care about other aspects of the facility. Customers feel more comfortable in a bright, clean environment as opposed to one that is dim and dingy. Other detrimental features include inadequate folding space, broken carts, limited seating, and dated decor. These seemingly minor inconveniences can add up and lead to lost business.
From time to time, walk through your laundromat and put yourself in the customers’ place (or ask a friend to do the same). If you notice anything unappealing, take note and fix it. For example, does your laundromat smell funny? Is the space so crowded that it is difficult to maneuver your laundry basket? Is the change machine often out of quarters?
To ensure the success of your laundry business, take a little time and save a little money to address the top customer complaints about laundromats. You won’t regret it!
Finally, if you’re interested in opening a laundromat, be sure to check out Laundry Solutions Company, a full-service provider of premium vended, on-premises, and multi-housing commercial laundry equipment. Since 1976, we have been providing exceptional sales support, laundry design services, commercial laundry equipment (and leasing options), and laundry equipment service and parts. To learn more about our products and services, please give us a call at 800-383-9274 or contact us online. We look forward to hearing from you!