1. TRAINING YOUR ATTENDANTS
Most customers will judge your store on how well you keep it clean and how well the equipment works. You tell your customers how much you value their business by how you take care of your store. When you are not in your Laundromat, your attendants represent you and your business to the customers.
Make sure your attendants know how important their role is in your business. This should begin as
A single customer can spend several hundred dollars in your Laundromat each year. How your attendant responds to a valid refund request or a complaint may determine whether that customer continues to use your Laundromat in the future.
2. MOTIVATING YOUR ATTENDANTS
Provide the training that establishes the standards for your store. Effective training is a must to show new attendants their basic responsibilities, as well as the standards you expect them to maintain. It's a good idea to have a training manual that explains standards for processing drop off orders, handling customer complaints, method and frequency of cleaning various areas of the store. Train a new attendant yourself before leaving them on their own.
Provide financial incentives. Provide a bonus for any attendant that gives an idea or tip that you use to improve customer service. Your attendants probably have some good ideas and should be encouraged to share them with you. Give attendants the authority to make decisions. This will let the attendant know they are important in their dealings with customers. Take the time to evaluate and discuss each attendant's performance on a regular basis. Give compliments when they are due, pointing out both positive and negative aspects of their work. Suggest ways to improve their performance and how they can win bonuses for excellence in making your Laundromat successful.
Conduct regular meetings with your attendants where you pass on new information or policy changes. Meetings also serve as an opportunity for attendants to share their ideas. An occasional meeting on a particular topic or problem may also be needed. Periodically surprise employees with something fun. Spontaneous gestures like bringing in donuts one morning go a long way towards keeping the atmosphere light and letting attendants know their dedication is noticed and appreciated.
3. EVALUATING YOUR ATTENDANTS
Use these records to evaluate whether you should eliminate services. The demo-
A good rule of thumb is that attendant labor should be about eight (8%) percent of
ATTENDANTS IN YOUR LAUNDROMAT
Here are three suggestions to help you get the best from your attendants. First, you need to know how to train attendants. Second, you need to know how to motivate attendants. Third, you need to know how to evaluate attendants.
THREE WAYS TO HAVE BETTER ATTENDANTS
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