The Modern Laundromat Requires More Than Great Machines
Article by Ricky Salazar a laundry industry professional from Las Vegas: Customer service and the overall customer experience have never been more important in the laundromat industry.
The days when an owner could simply unlock the doors, turn on the washers and dryers, and expect the business to run itself are quickly disappearing. The absentee laundromat model may still work in certain markets, but customer expectations have changed—and competition continues to grow.
More people are buying and building laundromats than ever before. New stores are entering the market with modern equipment, attractive designs, advanced technology, larger machines, and additional services. Having reliable washers and dryers is no longer enough to stand out.
Today, laundromat operators and employees must actively perform.
That means maintaining a clean, comfortable, and safe environment. It means greeting customers, answering questions, resolving problems quickly, and making every customer feel appreciated. It also means identifying new services that make laundry more convenient.
During my first role as a laundromat store manager in Las Vegas, I approached the business differently. I understood that we were not simply selling washer and dryer cycles—we were selling time, convenience, cleanliness, and trust.
I introduced and promoted every service and feature available to us, including:
- Wash-Dry-Fold service
- Residential pickup and delivery
- Commercial laundry services
- Customer loyalty programs
- Community engagement
- Promotional events and giveaways
Sometimes, I took community engagement even further by giving away free food and creating opportunities to connect with customers beyond the transaction.
For me, this was one of the most enjoyable parts of operating a laundromat. I loved speaking with customers, learning what they needed, and finding ways to make their experience better. Those relationships helped turn first-time visitors into repeat customers and repeat customers into loyal supporters of the business.
Technology and equipment will always be important, but they cannot replace genuine human interaction. Two laundromats may have similar machines and pricing, but the business that delivers the better experience will usually earn the customer’s loyalty.
The strongest laundromats of the future will combine great equipment with great people. Employees must understand that their role is not simply to watch the store. They are responsible for protecting the customer experience, representing the brand, identifying opportunities, and helping the business grow.
Operators must also provide their teams with proper training, clear expectations, and the authority to solve customer problems. Customer service should not be treated as an additional task—it should be built into every part of the operation.
I was ahead of my time in that first laundromat management role because I recognized early that the machines were only part of the business. The real business was serving people.
As competition continues to increase, customer service and experience will become some of the most important ways for laundromats to differentiate themselves.
The washers and dryers may bring customers through the door, but the experience is what brings them back.
Ricky’s forward views are vibrant. Follow Ricky Salazar’s Instagram, @nextgenlaundrylv, to stay inspired and keep up with new ideas for the Laundry Industry.
