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Running a laundromat comes with plenty of moving parts. When something goes wrong, even a small hiccup can turn into a customer complaint that spreads fast.
The painful truth is, every complaint costs you something. That’s why it’s so important to have a proactive laundromat management strategy to prevent them before they happen.
In this blog, we’ll cover strategies to help you stop laundromat customer complaints before they start and turn your laundromat into a place customers actually look forward to visiting.
The cost of reactive management
Complaints are expensive. Not always in dollars, but definitely in reputation, retention, and time.
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Lost customers: Improving customer retention by just 5% can increase profits by 25–95%. Losing a loyal customer because of poor service or broken machines cuts into your margins.
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Online reputation damage: A single 1-star review on Google can deter potential customers and negative reviews can directly impact new foot traffic. Watch this webinar for tips and tricks on boosting your reviews and online reputation.
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Staff stress and burnout: Constantly dealing with angry customers takes a toll. Instead of focusing on efficiency, employees spend time diffusing problems.
Equipment-related prevention
Nothing generates more complaints than out-of-order machines. The surefire way to prevent these is by sticking to a rigid maintenance schedule and a commitment to customer satisfaction.
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Proactive maintenance schedules
Follow a structured maintenance calendar. For example:
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Daily: Wipe down machines, empty lint traps.
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Weekly: Inspect hoses and belts.
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Monthly: Run diagnostic cycles.
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Early warning systems
Modern payment and monitoring systems can flag irregularities, like a machine that’s underperforming or frequently stopped mid-cycle. Cents’ platform, for instance, allows operators to track machine health in real time, so issues can be fixed before customers even notice.
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Machine cleanliness protocols
A machine doesn’t have to be broken to spark a complaint. Soap scum, lint buildup, and musty odors make customers question the quality of their wash.
Facility environment controls
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The space itself matters more than most operators think. Research shows that complaints about unclean or uninviting atmospheres are among the most common in laundromats.
Cleanliness and safety standards
Floors should be swept and mopped daily. Trash bins emptied before they overflow. Restrooms stocked and sanitized.
Lighting and comfort optimization
Dim lighting and cramped seating are unpleasant. A well-lit, welcoming space encourages customers to stay longer.
Security and accessibility measures
Bright exterior lighting, high-definition security cameras, and ADA-compliant layouts can reduce incidents and boost confidence in your business.
Staff training for prevention
Laundromat customer service matters! Staff who are trained to anticipate problems, respond quickly, and keep the environment welcoming are your frontline defense against complaints.
Customer interaction protocols
Create scripts for common situations: greeting customers, explaining machine functions, or troubleshooting simple problems.
Problem identification skills
Train staff to recognize early warning signs, like a jammed coin slot, a customer looking lost, or a spill near the folding tables.
Empowerment for quick resolution
Empower attendants to offer quick fixes, like issuing a free dry cycle or refund. The Laundroworks system allows for you to give your attendants customized power to offer tracked customer service washes. LaundroBoost Marketing emphasizes this empowerment as a top way to retain customers long-term.
Communication systems
Sometimes it’s not the problem that causes complaints; it’s the lack of communication. Customers will forgive the occasional hiccup if they feel informed.
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Clear signage and instructions - Complicated machines and unclear pricing lead to unnecessary confusion. Use simple, multilingual signage with visual representation for how to use your machines where possible, especially helpful in an unattended or low staffed store.
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Customer feedback loops - Encourage feedback through QR codes, digital surveys, or a simple suggestion box. When customers see their feedback acted on, they’re more loyal.
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Emergency contact procedures - If something goes wrong after hours, customers should know how to reach you. A posted phone number, email, or chat option shows accountability. Also make sure staff knows the safety protocol for you store.
Technology solutions
Digital tools help to prevent laundromat problems before they happen.
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Monitoring systems and alerts - Payment and POS systems like Laundroworks and Cents can help you track how your store is doing at any given time with the proper use of tools. With Cents connect, you can see how your machines are running which can allow you to allocate machines for other services like Wash, Dry, Fold in your under utilized machines.
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Customer notification toolS - Both Cents and Laundroworks systems can send your customers notifications telling them when cycles are complete giving your customers a more efficient and customer focused experience rather then requiring them to sit and stare at the timer on the machines.
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Online reviews monitoring - Tools like Cents Accelerate or Google Alerts can notify you in real time when new reviews are posted so you can respond quickly and professionally. Cents Accelerate can also help you request and reply to online reviews right in your business manager!
Enabling your staff
A complaint-free laundromat doesn’t happen by chance. It happens by routine. We've creative proactive checklist to help prevention into of the daily workflow.
Daily
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Wipe down all machines, folding tables, and high-touch areas
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Sweep and mop floors
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Empty trash bins
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Check restrooms for cleanliness and supplies
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Confirm all machines are operational
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If staff is present, greet all customers and provide friendly customer service
Weekly
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Inspect hoses, belts, and lint traps
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Deep clean washers and dryers
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Verify signage is intact and visible
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Collect and review customer feedback, this may be encouraged to staff by incentivizing your staff for google reviews
Monthly
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Review utility costs and compare to benchmarks
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Conduct a facility walkthrough at night for lighting/security gaps
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Review online reviews and log common themes
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Hold a staff training refresher on laundromat customer experience best practices and problem prevention
Quarterly
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Schedule preventive maintenance with service providers
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Review technology reports for machine performance
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Evaluate staffing levels vs. customer demand
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Update your complaint log and identify recurring issues
The proactive payoff
When you shift from reactive to proactive, your whole business changes.
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Customers notice the difference. A clean, well-run, hassle-free laundromat builds loyalty.
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Staff feel empowered instead of stressed. Clear systems give them confidence.
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You save money. Preventive maintenance costs a fraction of emergency repairs.
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Your reputation grows. Fewer online complaints mean better reviews and more new customers.
With the right systems in place, and the right tools like Cents helping you monitor and manage, it’s possible to turn “complaint central” into “customer favorite.” Free up
