The importance of Employee training and Employee attitude in an absentee owner Coin Laundry/Laundromat
For those of you who own a self-service unattended Laundry/Laundromat, this discussion does not really apply. Except for the fact that whether attended or unattended someone, at a minimum, must be making periodic visits to the store to keep it in good repair, clean, trash removed, and free of loiterers.
The owner(s) of an attended store has made a conscious and costly decision to provide a level of service that is greater and more visible than the unattended store. The employees who work in these stores are much more than “warm bodies”. They are, in fact, the owner’s visible representative to all the store’s customers that they are either valued customers, or nothing more than an intrusion.
As an owner in the U.S., you are making between a $47,000 – $70,000 per year investment or maybe even more, to provide a high level of service to your customers between 16 hours per day to as many as 24 hours per day. If an average customer is going to spend approximately $8 per visit, you are looking at between 5,875 to 8,750 customer visits per year just to pay your annual payroll. In the end, those costs can and will be higher if you pay for any additional employee expenses or benefits.
After reading my First Blog, you understand the importance of marketing, you also understand the time and expense involved in marketing your store. But do you also understand that your choice of employees and time invested to train your employees result in a direct reflection of your marketing efforts and dollars spent on those efforts. All the stores owner’s best intentions to provide a clean, well equipped, multi-service, and attractive store to his customers will be wasted if there are any employees who do not provide to your customers the level of service, clean appearance, and customer friendly attitude they expect and you deserve for your investment.
At all times, you should feel that your employees have both your and your customer’s best interests as their top priority. From welcoming your customers to your store, to keeping the machines, and floors clean, keeping bathrooms clean, and properly supplied, taking in Wash-Dry-and Fold, Dry Cleaning, peacefully resolving customer issues and complaints, and having that all important “good attitude”. Rest assured that a poor employee in your store can and will destroy any attempts that you make to build your business. Monitor your employees closely and fix any employee problems immediately. It wont take too long before you financially feel the effects of a less than acceptable employee.