At Queen City Laundry, we began in the industry what seems like yesterday but was back in 2009. Crazy to think that I’ve been obsessing and building our team every single day since we closed on our first nasty laundromat. In that time, the laundromat business has changed dramatically over the past few decades. No longer just a self-service operation, the modernized laundromat is a full-service, customer-focused business that offers wash-dry-fold services, pickup and delivery, and even commercial laundry solutions. But behind every successful laundromat is a strong, dedicated team that keeps the business running efficiently and profitably. Hopefully without the owner’s day-to-day involvement and that is the dream that we’ve achieved.
In this newsletter, I want to share with you some key foundations that I’ve used to accomplish the entrepreneurial dream, working ON my business, not IN it. Despite what many believe, the key to running a thriving laundromat isn’t just having top-of-the-line machines or a great location, it’s about attracting, training, compensating, and empowering the right employees. From entry-level store attendants to laundry processors, delivery drivers, and management, every team member plays a vital role in ensuring an amazing customer experience and business growth.
Attracting the Right Talent
The first step in building a great laundromat team is attracting top talent. While laundromats may not always be seen as a long-term career choice, forward-thinking operators understand that hiring the right people is crucial for creating a positive work environment and a business that runs smoothly.
1. Store Attendants
Store attendants are the face of your laundromat, never forget this. They interact with customers, maintain the cleanliness of the store, and assist with machine-related issues. The best attendants are friendly, dependable, and able to handle minor customer concerns with professionalism. They are MUCH more than just a warm heartbeat who keeps the store clean, and if you want to achieve that 5-star status, then I recommend this stays top of mind within your organization.
2. Laundry Processors
For laundromats offering wash-dry-fold services, dedicated laundry processors are essential. We created this position as we outgrew the capacity of our store attendants and quickly realized that we needed another dedicated position for ONLY processing our customer laundry and a completely different compensation model for them as well. These team members must be detail-oriented, ensuring clothes are cleaned, dried, and folded to high standards and individual customer preferences. Quality control is crucial, as customers expect their laundry to be returned in perfect condition each and every time.
3. Delivery Drivers
If your laundromat offers pickup and delivery services, hiring responsible, punctual drivers is a must. Within your delivery business, your drivers will often be the ONLY face to face interaction your customers will have with your team. They represent your brand outside of the store, so they should be professional, courteous, capable of handling laundry orders and questions with care.
4. Management Team
A strong management team ensures that daily operations run smoothly, employees stay motivated, and customers are satisfied. Managers should have excellent leadership, communication, and problem-solving skills while also being high character individuals that your team can and will look up to. They should also be able to analyze business performance and make strategic decisions to drive growth within the capacity of your leadership organization. To this day, I am a member of our leadership team which meets weekly, in person for 2 hours. While ideas and suggestions come from every corner of the company, the ultimate decisions are made by the leadership team as a whole.
How to Attract Top Talent
If you are going to build a rockstar team, it all starts with attracting the right talent. To attract the best employees, laundromat owners should:
- Offer competitive wages that reflect the value of the work they perform.
- Provide a positive work environment where employees feel respected and valued. Remember a positive company culture can make or break an organization.
- Advertise job openings through local job boards, community centers, and social media.
- Highlight growth opportunities, as employees are more likely to stay with a company that offers career advancement. I teach my management team to look for key attributes in team members and then point them out to the team members. Show THEM the potential that you see in them and then teach them the skills they are lacking.
Training for Excellence
Once you’ve hired the right team, the next step is proper training. A well-trained team ensures efficiency, consistency, and high levels of customer service. Training should cover technical skills, customer service, and business operations.
1. Training Store Attendants
Store attendants should be trained in:
- Maintaining cleanliness and hygiene standards.
- Assisting customers with machine issues.
- Handling customer complaints professionally.
- Promoting additional services, such as wash-dry-fold or loyalty programs.
- Processing Drop Off laundry orders as they enter the facility.
2. Training Laundry Processors
Laundry processors must understand proper laundry care, including:
- Sorting laundry correctly.
- Using the right detergents and stain treatments.
- Drying clothes at the proper temperature to prevent damage.
- Folding and packaging orders neatly.
3. Training Delivery Drivers
Delivery drivers should be trained in:
- Proper handling and organization of laundry orders.
- Efficient route planning to minimize delivery times.
- Professional customer interactions during pickups and drop-offs.
- Safety and defensive driving techniques.
4. Training Managers
Managers should receive training in:
- Leadership and team management according to company culture and expectations.
- Conflict resolution and problem-solving.
- Business performance analysis and reporting.
- Employee motivation and retention strategies.
Compensating Fairly to Retain Talent
One of the biggest challenges in the laundromat industry is employee retention. High turnover can lead to inconsistent service, increased training costs, and lower customer satisfaction. The best way to retain employees is by offering fair compensation and incentives. Keep this top of mind, when establishing your compensation schedule.
1. Competitive Pay
Employees should be paid a fair, competitive wage based on industry standards and local cost of living. Underpaying workers leads to high turnover and decreased job performance. If you want to compete in the market, focus on compensation for that tier 2 labor pool. This is the employees that man the front lines in retail businesses but are among the best. This often reflects a slightly higher than average compensation schedule.
2. Performance-Based Incentives
Offering bonuses or commission-based rewards for excellent performance motivates employees to work harder. Examples include:
- Bonuses for store attendants who receive positive customer reviews.
- Incentives for laundry processors who maintain high efficiency and quality control.
- Performance-based pay raises for delivery drivers with excellent service records.
3. Flexible Scheduling
Providing flexible work schedules helps attract and retain workers, especially those balancing multiple jobs or family responsibilities. Employees who feel supported in their work-life balance are more likely to stay long-term.
4. Career Growth Opportunities
Employees are more likely to stay with a company if they see a clear career path. Promoting from within—such as moving store attendants into supervisory roles or developing managers from experienced employees—boosts morale and reduces turnover. Additionally, attracting talent from outside our industry is often difficult to do, due to the negative connotation associated with a “laundromat”. For this reason, we often find that “building” talent from within is a much more effective strategy than “buying” talent from outside the industry.
Empowering for Growth and Success
A laundromat team that feels empowered will take ownership of their work and contribute to the success of the business. Empowering employees means giving them the tools, knowledge, and confidence to make decisions within their roles. Supporting their decision-making during conflicts will give them the confidence that they need from you and their management team. Of course, when a questionable decision is made, be sure to course correct in private. We refer to this action as “coaching up” a team member.
1. Trusting Employees with Responsibility
Empowered employees should be able to:
- Solve minor customer issues without requiring managerial approval.
- Suggest process improvements that increase efficiency.
- Take initiative in their daily tasks without constant supervision.
A laundromat business thrives when employees feel encouraged to contribute ideas. Employees should be invited to share feedback on:
- Improving service offerings.
- Enhancing customer experience.
- Streamlining operations for better efficiency.
- Adding new services or products to the current list.
3. Recognizing and Rewarding Success
Acknowledging top performers through bonuses, employee of the month programs, or simple public recognition boosts morale and motivation. Employees who feel appreciated are more engaged and committed to their work.
The Key to a Thriving Laundromat Business
The laundromat industry is no longer just about self-service, it’s about offering a superior customer experience through a well-trained, motivated, and dedicated team. Attracting the right talent, investing in proper training, providing fair compensation, and fostering an empowering work culture are the foundation of a successful laundromat business. If you spend the time and energy to make these things a priority, it will pay off in a big way and our team at Queen City Laundry is an example of that.
Your employees are your greatest asset. When you build a strong team and create a positive work environment, your business won’t just survive, it will thrive.
Additionally, always remember that Carla and I are rooting for your success. If we can help you, please visit our website at www.laundromatmillionaire.com for more information and resources.
You can do it. We can help. 🙏❤️
– Dave
