American Coin-Op - June 2024

Making the Leap from WDF to Commercial Laundry

Appreciating the distinctions, balancing their unique needs to serve both well INSIDE: JUNE 2024 AI: GET THE MOST FROM EVOLVING TECHNOLOGY

COMMUNICATING EXPECTATIONS VIA EMPLOYEE HANDBOOK

PLANNING FOR AND INTEGRATING LAUNDROMAT UPGRADES

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CONTENTS JUNE 2024

COVER STORY

VOLUME 65 ISSUE 6

MAKING THE LEAP FROM WASHDRYFOLD TO COMMERCIAL LAUNDRY Residential WDF has become a staple for many laundromats but there are distinctions between it and commercial laundry work. Three operators share their take on successfully processing the latter at their scale.

(Photo: Generated by AI using Adobe Firefly in response to American Coin-Op prompt)

6

INSIDE

COLUMNS

12 AI: GET THE MOST FROM

20 POINTERS FROM PAULIE B: PLANNING FOR AND INTEGRATING LAUNDROMAT UPGRADES

EVOLVING TECHNOLOGY

The use of artificial intelligence — or AI — is the latest development influencing advanced equipment controls and management systems that give laundry customers greater service flexibility and store owners enhanced abilities to program, monitor and audit their operations.

Making upgrades to your store can be simultaneously exciting and scary, writes Paul Russo. You’re simply upgrading your existing business, but there’s still an element of risk. The retired multi-store owner looks at various aspects of a laundry improvement project and suggests how you can pull off the dazzling while securing the proper approvals.

22 COMMUNICATING EXPECTATIONS

THROUGH YOUR EMPLOYEE HANDBOOK

A National Federation of Independent Business executive details the steps for making an effective employee handbook, as well as the essential policies it should contain.

DID YOU KNOW...

DEPARTMENTS 4 VIEWPOINT 26 PRODUCT NEWS 28 NEWSMAKERS

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30 CLASSIFIEDS 31 AD INDEX

American Coin-Op has released podcast episodes on a variety of industry-related topics? Give one a listen at AmericanCoinOp. com/podcasts.

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VIEWPOINT

EDITORIAL Charles Thompson, Publisher Bruce Beggs, Editorial Director E-mail: bbeggs@ATMags.com Phone: 312-361-1683

Mathew Pawlak, Production Manager Nathan Frerichs, Digital Media Director

DRAWING THE DISTINCTIONS

E-mail: nfrerichs@ATMags.com Phone: 312-361-1681

ADVISORY BOARD Douglas Pratt Tony Regan Sharon Sager

Michael Schantz Matt Simmons

ADVERTISING

Bruce Beggs

“We’re handling our residential wash-dry-fold business pretty well with only a few snags. And when it comes to laundry, I’ll bet there are plenty of smaller businesses out there that want to focus their attention elsewhere or simply don’t want to do their own laundry. That’s where we come in.”

It’s a positive outlook for a laundromat owner interested in serving commercial accounts but it’s important to remember that the laundry needs and expectations of businesses, even the small-volume ones often handled by neighborhood laundries, differ from those of the family of four trying WDF for the first time.

The process is similar but the distinctions between the two service types are noticeable and can require some special handling and attention.

For our cover story this month, “Making the Leap from Wash-DryFold to Commercial Laundry,” I spoke to self-service laundry owners in California, Kansas and Oklahoma for their take on successfully processing commercial WDF work at their scale. It starts on page 6.

And our other main feature, “AI: Get the Most from Evolving Technology,” looks at artificial intelligence in laundry services from the perspectives of a software provider, a marketer, and a multi-store laundry owner.

Maintenance, marketing, personalizing customer service, and data analysis are a handful of areas where a laundry could benefit from using AI-powered tools, the sources say in the article opening on page 12.

If you’re like me and have seen too many sci-fi movies, part of you may worry that AI will stop listening to you and try to “take over.” I had to chuckle when the laundry owner invoked “The Terminator” in describing how AI can be “scary.”

Every new technological development carries with it some uncertainty but the benefits could outweigh any fears. Sometimes, you just have to try it.

So I did. This month’s cover was created by an AI program based on the parameters I gave it. I’m satisfied with the result and will be exploring other ways a “digital assistant” could make my professional life easier.

Bruce Beggs Editorial Director

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Linda Lee, National Sales Manager E-mail: Linda@ATMags.com Phone: 218-310-6838 or 312-361-1682

OFFICE INFORMATION Main: 312-361-1700

SUBSCRIPTIONS 847-504-8175 ACO@Omeda.com www.AmericanCoinOp.com

American Coin-Op (ISSN 0092-2811) is published monthly. Subscription prices, payment in advance: U.S., 1 year $50.00; 2 years $100.00. Single copies $10.00 for U.S. Published by American Trade Magazines LLC, 650 West Lake Street, Suite 320, Chicago, IL 60661. Periodicals postage paid at Chicago, IL and at additional mailing offices.

POSTMASTER, Send changes of address and form 3579 to American Coin-Op, Subscription Dept., 125 Schelter Rd., #350, Lincolnshire, IL 60069-3666.

Volume 65, number 6. Editorial, executive and advertising offices are at 650 West Lake Street, Suite 320, Chicago, IL 60661. Charles Thompson, President and Publisher. American Coin-Op is distributed selectively to owners, operators and managers of chain and individually owned coin-operated laundry establishments in the United States. The publisher reserves the right to reject any advertising for any reason. © Copyright AMERICAN TRADE MAGAZINES LLC, 2024. Printed in U.S.A. No part of this publication may be transmitted or reproduced in any form, electronic or mechanical, without written permission from the publisher or his representative. American Coin-Op does not endorse, recommend or guarantee any article, product, service or information found within. Opinions expressed are those of the writers and do not necessarily reflect the views of American Coin-Op or its staff. While precautions have been taken to ensure the accuracy of the magazine’s contents at time of publication, neither the editors, publishers nor its agents can accept responsibility for damages or injury which may arise therefrom.

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Making the Leap from

Wash-Dry-Fold to Commercial Laundry

RESIDENTIAL WDF

Appreciating the distinctions and balancing their unique needs to serve both well

SMALL BUSINESS ACCOUNTS

by Bruce Beggs, Editorial Director

(Photo: © iStock.com/sompong_tom) 6 AMERICAN COINOP JUNE 2024

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ncreased volume and more specialized cleaning needs and demands are just a couple differences linked to taking on business-focused commercial laundry service. Residential wash-dry-fold service has become a staple for many laundromats and broadening a service menu to also include commercial accounts can generate greater revenue.

But it’s important to recognize the distinctions between the two customer types. What a commercial customer wants or needs can be quite different from a family of four bringing in their everyday garments, potentially placing new stresses on a laundry provider.

American Coin-Op spoke to a trio of laundry operators with varied longevity and experience about their take on commercial laundering at their scale and what it takes for them to do it successfully.

BRIAN HENDERSON, LIBERTY LAUNDRY Henderson co-owns Liberty Laundry, a chain of three identically branded laundromats in Tulsa, Oklahoma. The stores offer wash-dry-fold drop-off laundry services in addition to robust self-service operations.

The company employs a team of 29 individuals, including three store managers, an operations manager, a facilities manager, and co-owners Henderson and Ian Gollahon.

Liberty Laundry has been open to commercial laundry service since it first opened its doors in 2005.

“Commercial accounts, as we call them, are by far the lowest-hanging fruit in wash-dry-fold,” Henderson says. “They issue the least number of complaints per pound and they often write large checks or leave credit card information on file.”

Corporate housing, small medical clinics, multiple departments of a local school system (janitorial, child nutrition, blankets for Pre-K nap time, etc.), dentist offices, janitorial services, massage therapists, Airbnb rentals, and event services make up Liberty’s commercial customers list.

“Not only do they have the biggest orders, but they are often the easiest orders to handle,” he continues in speaking about commercial work in general. “Commercial accounts typically involve bed linens, towels, or uniforms. We’ve yet to have a commercial account drop off 100 pounds of baby clothes!”

Liberty had to change its billing practices so they were in tune with commercial customers, because many of them — especially those reimbursed with tax dollars — can only pay on Henderson a monthly basis.

“This requires us to keep track of each time they drop off laundry and then send a monthly invoice or statement,” Henderson says. “Some organizations require (purchase order) numbers on their invoices or they will not pay it.

“Another peculiar requirement from government-funded organizations is that each bag must be labeled. It might seem like ‘red tape’ at first, but these requirements come from their lived experience. For instance, if they have 10 bags of white twin-sized bed linens and these get mixed up with the five bags of white queen-sized bed linens, everyone is unhappy.”

As far as staffing goes, the business does a “sizable amount” of commercial wash-dry-fold across its three Tulsa locations but the service doesn’t require the hiring of additional employees or adding of shifts beyond what’s needed for its residential wash-dry-fold customers.

Some laundry businesses choose to separate their residential wash-dryfold work from their commercial orders, sometimes designating certain laundry equipment and storage space for the latter, either inside the store or somewhere off-site.

Customers at Liberty Laundry locations will see no such separation, Henderson says. www.americancoinop.com

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“The only separation between residential and commercial operations is digital. Our software keeps track of where all the orders are, who they belong to, and how we’re getting paid for each one. Our commercial accounts walk in to our counter just like residential accounts do.”

While caring for commercial accounts is important, Liberty recognizes that its business comes largely from residential customers.

“Our revenue is primarily self-serve, so they always take priority,” says Henderson. “If there are plenty of machines open, we expect our employees to be processing wash-dry-fold orders. While we sometimes designate a few machines for horse blankets, we don’t specifically allocate machines for commercial vs. residential—it just doesn’t work for our layout.”

One of the hardest parts about B2B laundering, he says, was training the team how to handle things that only come up every now and then.

“For example, attendants would ask commercial account employees for payment just like residential accounts, which was awkward for everyone.

Not only should they not have been asking ‘On Account’ customers for payment each time, they actually should have been collecting a signature for each drop-off.

“Eventually we updated the software so that the only payment option for these accounts is ‘On Account’ and then the software automatically prompts for a signature or (purchase order) number. This way, the attendant automatically understands they shouldn’t ask for payment, but they do need to collect something else. It’s a smoother process for everyone.”

Liberty’s 4,400-square-foot Delaware Avenue store on a busy night. Commercial work is handled across its three locations and doesn’t require adding workers. (Photo: Ian Gollahon) Do you think you were adequately prepared to serve commercial accounts? “‘Adequately prepared’ is a great way to put it!” exclaims Henderson.

“While we weren’t completely prepared, we quickly put processes in place as the volume grew. Invoicing and bag labeling were the two critical areas to get under control. You also need good training for the team.”

If given the chance to do things differently, he says Liberty would have added bag labeling sooner.

“Sticky notes tend to come off bags when you have 20 of them bunched up in one area,” Henderson explains. “Multiple customers with similar-looking bags will also get mixed up because the pen on a sticky note and the text on a receipt is too small. When bags get misplaced, customers get angry. Make-good and loss of business is far more expensive than thermal bag labels.

“We also wish we had made the leap to cloud-based software sooner.

Invoicing multiple accounts from multiple stores with the click of a button from a main office is much simpler than visiting each store to hunt down all the individual tickets that need to be combined into billable invoices, typing up the invoices manually, then printing and mailing them!”

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KELLY CASTILLO, BUBBLES LAUNDRY SERVICE Castillo, who is chief financial officer for Bubbles Laundry Service, and her partner acquired an inactive unattended laundromat in an Anaheim, California, shopping center in April 2022. “And when we did that, we always had the mindset that we would be revamping it, and in order to support that, we would have to offer wash-dry-fold to residential and commercial customers. It was part of our business plan from day one.”

The City of Anaheim has a law stating that all laundromats must be attended while open, she says. “We thought, ‘How can we run this and cover the payroll?’ We realized pretty quickly that we would need to offer services in order to be solvent.”

To run Bubbles Laundry Service, a manager with direct experience was hired. “She’s been in the laundry business for two decades. She helped us tremendously. We have three drivers and, I want to say, seven attendants right now.”

Several months had passed after the purchase before owners felt comfortable offering pickup and delivery. “As soon as we had enough reliable machines that we felt we could be processing orders.

We only had so many working machines at the time, because they were in such bad shape.”

After having renovated and reequipped the 1,500-square-foot laundromat bit by bit, everything there now from the 44 washers and 36 dryers to coin changers to the point-of-sale system is “brand-new,” Castillo says.

Looking back, while offering to serve commercial customers through Bubbles, the owners didn’t actively pursue that business in the beginning.

Castillo “When we built the website, we did add a commercial component to it — there is a section about commercial service — but we weren’t pushing it at that time. We didn’t know what we were doing. I understand residential laundry … but commercial laundry, I wasn’t sure how that worked.”

Much time and effort was put into training staff how to properly process and fold laundry. Everyone on staff, even the drivers, are trained in doing the work.

“Commercial clients, especially, expect consistency, even maybe more so than residential clients,” Castillo says.

Today, Bubbles actively seeks to fulfill the laundry chores of gyms and spas; restaurants and caterers; hotels; medical clients; long-term care facilities; and more. Its commercial poundage outpaces residential roughly 60 to 40, according to Castillo. “(Commercial work is) actually easier (to process) than residential because everything is the same. You’re not folding four different family members’ sizes of clothing, some towels, some sheets, the tiny little toddler underwear. It’s harder to fold a residential order than a spa’s order of plain white towels.”

Plus there’s the consistency factor: “When you have a commercial client, you can rely on every week that they’re going to process this much laundry. … We send those invoices out on the first of the month and they pay them quickly. They complain much less than residential customers.”

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Taking on commercial work meant more space was needed to accept and store the goods.

“I realized this was something in our wheelhouse that we could do, we just needed a little bit more space for storage,” she says. “A lot of our commercial clients are once-a-week pickups, so we would be storing these items between services.”

Bubbles contacted its landlord and requested they alert them if the neighbor next door, a nail salon of about 700 square feet, asked out of its lease. Within a month or so, the call came, Castillo says.

“We took over the space next door. It’s connected in the back of our laundromat by our break room. We don’t have it open to the public.

There’s a few machines in there (four washers and a large commercial dryer) but otherwise it’s just storage for all of our commercial and government contracts.”

From the outset, what was your biggest challenge in taking on the commercial laundry focus?

“I think everyone’s biggest challenge is finding customers in the beginning,” Castillo says. “When you’re just starting out, most

At top, one of Bubbles Laundry Service’s colorfully wrapped vans awaits its next excursion. And a branded laundry bag is filled with another order. (Photos: Bubbles Laundry Service) (commercial) customers want references, they want to know you’ve done this kind of work before. So that can be difficult to overcome.”

Another big challenge has been collecting from business clients whose operations may be struggling financially.

“We try to be as understanding as we possibly can. We give a lot of leeway,” she says. “I’m paying my employees on time for the order that they processed. I’m paying commissions to my employees, which was another challenge. But that all comes out of pocket and when it takes a customer sometimes months to pay us, it’s not a great feeling.”

If given the chance to start the commercial wash-dry-fold effort anew, Castillo says she would design the company website to more evenly promote Bubbles’ residential and commercial laundry capabilities.

Plus, she warns anyone pursuing a similar path to be prepared as far as cash flow is concerned.

“Most commercial clients expect to be billed monthly on a net 30, so if you cannot carry the cost of that laundry for as much as 60 days or more … it could put you in a really bad position.” www.americancoinop.com

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SHARON BRINKS, LAUNDRY STATION/LAUNDRY EXPRESS Brinks purchased her first laundromat in January 2014, then she and husband Steve built their flagship store, The Laundry Station, from the ground up in Wichita, Kansas. It opened in 2018, and two years later, they started a wash-dry-fold pickup and delivery service called Laundry Express that served residential and commercial customers.

“It looked like it was a response to the pandemic but we’d actually started planning it in 2019, we decided to offer pickup and delivery as well,” Brinks says. “As opposed to having a dedicated (commercial) processing area, at the moment we’re using laundromat facilities just during the daytime.”

Total staffing sits at six but Brinks expects to add four more soon.

The couple is building a second Laundry Station about five miles away in south Wichita that should be open this summer. It’ll utilize the same types of equipment, payment system, etc. to capitalize on the “synergy,” according to Brinks.

But there will be a physical separation between business segments there.

“The second store then, the front part will be laundromat, the back part will be the pickup and delivery processing or staging area,” she says. “We may be having to shift our hours to more of an evening or nighttime production schedule. We did go ahead and plumb and set up all the infrastructure in the back for dedicated OPL [on-premise laundry] washers and dryers. … We are out of room where we’re at right now.”

She estimates the current customer mix to be two-thirds residential and one-third commercial, “but it’s probably flipped when you go to the Brinks revenue piece of that.”

A massage therapist, short-term vacation rentals, dental office, entertainment center, barber shop and a restaurant are just some of the commercial clients that Laundry Express serves.

There aren’t a lot of restrictions on the commercial work that Laundry Express will accept, with the exception of rags heavily soiled with oils and grease. Brinks dismisses the notion of any controversy in the wash-dryfold world about what’s sanitary and what’s not.

“I raised two boys. If I can wash and not gag at it, you can do it,” she quips. “We’ve got the best equipment. Trust the equipment, trust the chemicals, trust our process, the detergents and everything.”

It’s policy that self-service customers always get first crack at using the 30 Laundry Station front loaders, Brinks says. “Most of our (commercial) stuff is getting processed early enough in the morning that we’re not in people’s way. And we only operate Monday through Friday at the moment for pickup and delivery.”

The Laundry Station and Laundry Express are treated as separate business entities with their own LLC designations for accounting and legal purposes, according to Brinks.

“If a van hits somebody, it’s not ‘The Laundry Station,” it’s ‘Laundry Express,’” she says. “That’s why we did it. On the other hand, it’s frustrating to me because I have all these extra bank accounts, extra insurance, I have extra LLCs, I have so much extra to keep track of. … It would be 10 AMERICAN COINOP JUNE 2024

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nice if it were just one business some days.”

Knowing what she knows now, Brinks admits she would have chosen a different name for one of them.

“Our pickup and delivery business is branded separately as Laundry Express. When I named it, I didn’t realize that about every other pickup and delivery business in the United States is either Laundry Express, Express Laundry, some sort of variation. I would do something different if I had it to do over again, but at the moment, it is what it is.”

Eventually, Brinks wants to adopt a production model similar to dry cleaning’s “hub and spoke” approach. She envisions all wash-dry-fold goods being cleaned at the south Wichita facility preparing to open, then delivered to Laundry Stations elsewhere in Wichita.

Labor quality and a desire to get back to focusing on assisting selfservice customers have influenced that vision, she says.

“Right now, I’ve got my one set of people trained in how I want wash-dry-fold to be done at the store, and the pickup and delivery; it’s basically the same group of people,” she says. “So then we open the second store. If I let it go the same way, then I’ve … got store No. 1 doing wash-dry-fold,

(From top) A wide view of the original Laundry Station, including the Customer Care counter where wash-dry-fold orders are accepted, tagged and routed. The second photo shows space under construction in the south Wichita, Kansas, store due to open this summer that will be dedicated to Laundry Express. (Photos: The Laundry Station/Laundry Express) I’ve got store No. 2 doing wash-dry-fold, and then I’ve got people in the back with Express pickup and delivery doing wash-dry-fold.

“I’ve got three sets of people to train, and you know the turnover. It’s hard to get good help. … I’d like to be able to shuttle it all down to the one store and process it in one area. That will get my attendants back to … the attendant is there to take care of the customers, the self-service customers. I want to get back to that.”

Brinks believes the operation was prepared to take on commercial work from day one.

“I really like the commercial stuff because there’s no matching baby socks, no trying to get spit-up out of a onesie. It’s rags, it’s sheets, it’s dentist smocks.”

What has been your biggest challenge in taking on the commercial laundry focus?

“Trying to get the word out that we exist,” she says. “Once we get customers, we really don’t have any problem retaining them. The quality and the reputation is there. We’re not growing as fast as I would like but that’s OK. It’s slow and steady.” www.americancoinop.com

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AI: Get the Most from Evolving Technology Laundry maintenance, marketing, customer personalization among possible uses (Combined image: © agsandrew/Depositphotos; © innakreativ/Depositphotos)

by Bruce Beggs, Editorial Director

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n the ever-evolving landscape of business automation, artificial intelligence — or AI — is making waves in unexpected places. From self-driving cars and personalized shopping experiences, AI’s potential seems boundless. But what about AI and laundromats?

Envision a store where machines predict load sizes, adjust detergent levels, and even offer tailored washing programs based on fabric types.

This technology isn’t just about convenience; it’s about efficiency, cost savings, and better customer experiences.

In a recent Coin Laundry Association webinar, a trio of panelists with experience in software development, digital marketing and laundromat management discussed AI’s potential role in operating more efficient and customer-focused laundries.

Trey Bowden, project manager with digital marketing agency Spynr, says he uses AI in his work every day and calls it “a game changer for all of us as it relates to really improving your operations.”

“Whether it’s tied to the back of the house, to the front of the house, and laundromats and laundry services, it can allow you to really scale,” he says. “There’s a ton of (customer and production) data that you’ll always 12 AMERICAN COINOP JUNE 2024

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have access to if you’re an owner, a service provider, what have you. It can allow you to speed up that process of that analysis and ultimately work on ways to better engage with your customer base and deliver better experiences.”

Despite its spike in popularity these past few years, artificial intelligence has been around since the 1950s, says Cleantie’s Al Anjavi.

“I remember when I was getting my computer science degree in college, taking a course in AI was mandatory,” says Anjavi, whose company produces cloud-based point-of-sale systems for laundries and dry cleaners.

“We use (AI) in our everyday lives. We use it in virtual assistants like Siri and Alexa. We use it with our navigation systems and so forth.”

Anjavi sees opportunities for AI use in laundries in the areas of equipment maintenance, inventory control and personalizing the customer experience.

Paul Hansen of Laundry Growth Partners, and a multi-store laundromat owner himself, acknowledges that AI can elicit feelings of trepidation, thanks to a popular 1984 movie called “The Terminator.” AI nearly wipes out humanity in the future by causing a nuclear holocaust. An www.americancoinop.com

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unrelenting cybernetic assassin is sent back in time to kill the woman whose unborn son will ultimately save the world.

“AI is obviously very scary,” he quips. “Obviously, everyone thinks that Arnold Schwarzenegger is going to break down your door and, you know, kill us all.”

There are no androids folding clothes at Hansen’s Chicago stores — “My employees are great. They’re not robots just yet.” — but he is using AI to help train his staff.

“We’re in the process of setting up a comprehensive training package for all of our employees,” he says. “Most of our employees are Spanish speakers as their primary language, so having a couple AIs that can translate automatically and seamlessly for you is great. Even for videos, creating videos with avatars. Helping me write the script. I’m not a wordsmith, so I can plug that in there and it makes me sound like I’m very eloquent.”

WORKING WITHIN THE EBB AND FLOW What are some other potential uses of AI to benefit owners and customers?

“To the laundry owner, I think the cost savings is a big benefit to them,

because they can reduce maintenance costs, improve customer retention, and also in terms of improving productivity and efficiency,” Anjavi says.

Contactless payment, remote security monitoring, and service customization are other areas that are evolving with the help of AI, he adds.

“Now you’re capturing a lot of data on the customers so you can give them better-quality service. You know what things they like, what they don’t like. Maybe give them a warning when a machine becomes available or a new service is being offered.”

What’s more, when able to track multiple sources of data, AI can identify a laundry’s ebb and flow.

“The AI algorithm can detect the time there is certain customer demand, and the seasonal trends and other factors to predict future demand for the laundry service,” Anjavi says. “Then it could forecast demand in terms of staffing level, machine utilization and inventory control.”

“When you really think about the enhanced interaction, there’s opportunities there as you start to AI-augment the (online) chat functionality,” Bowden says. “You’re providing faster response time to your customer base, and more importantly, you can get it trained on

for yourself. You don’t want Tips and Tools experience to have to be putting out fires every day, it’s to fix something or a payment for Evaluating whether didn’t go through correctly on a wash-dryfold order. You want to be able to do all of New Tech this easy with a system you can depend on.

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hoosing the right system for a laundry business can be daunting, especially with systems available for laundromat management, payment acceptance, pointof-sale for wash-dry-fold and pickup and delivery, accounting, and more.

So what features should you study when evaluating these systems? During the last Clean Show, multi-store owners Brian Henderson and Paul Hansen presented some tips and tools for evaluating new laundromat technology.

Aside from laundry management, Henderson also runs a company that sells laundromat point-of-sale systems. “Washers and dryers, they’re mostly computers now with some water tossed in,” he says, thus leading to increased interest in making the best use of evolving technology.

“So what are some of the goals when it comes to technology?” Hansen queries.

“We don’t want to be there (in our stores) as much. We want systems running the place, especially if it’s a self-service laundry that kind of takes care of itself. You want a better 14 AMERICAN COINOP JUNE 2024

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And you want something simple for your team members.”

In any basic evaluation of a tool you’re considering, it’s wise to eye: • The level of vendor support you can expect, • Technical knowledge needed to use it, • The control you’ll have as its user, • Flexibility of contract, • Total cost, • Integrations and how the system may be able to communicate with systems that provide other capabilities, • Remote access and backups, and • Vendor references.

“There are free tools out there that a lot of us have used,” says Hansen. “Google Drive is a great resource. I’m sure many of you have used that for carrying spreadsheets, Word documents. It’s good for tracking things with your staff, putting out memos to your staff. That’s a real basic, free way to do it. Better when you’re smaller. As you get bigger, you might want to get more sophisticated.”

When looking into a product or system for

(continued on page 18)

your laundry that you’re considering paying for, the most important factor could be the support and training supplied by the vendor, Henderson says. You want to assess things like the hours that support is available, whether it’s live or automated, the cost of support, the vendor’s ability to access your system remotely for troubleshooting, the availability of training, whether it’s done live or through recordings, and whether language support is available for non-English speakers.

The system you have in mind may require a certain level of technical knowledge. Is it user-friendly for your staff and customers? It’s important to consider that not everyone has a high computer aptitude.

“It’s a new skill to require of your team,” Henderson says. “A lot of us employ a lot of entry-level positions for laundry attendants and some of them don’t have a computer at home and may never have used a desktop computer.”

You’re adding technology to manage your laundromat and maximize your gains but maybe you’re asking more of your team than they can deliver, he adds. “Whichever system you’re adding, what hoops are you expecting or asking your customers or employees to jump through?”

About user control, look into the product’s (continued on page 18) www.americancoinop.com

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(continued from page 14) your operating procedures.”

“We use (AI) … with our software provider for routing, route optimization,” says Hansen, who has a sizable wash-dry-fold operation. “We use it for a lot of marketing automations based on customer activity.”

Speedier data analysis can surely benefit today’s busy laundry owners, Bowden adds.

“Business owners wear many hats. There are only 24 hours in a day.

When you think about going deeper on accounting data, machine data, all the things that will help optimize your business and/or optimize new lead (generation), how can you utilize these to fast-track that analysis and

(Photo: © SergeiNivens/Depositphotos)

(continued from page 14)

ability to customize processes and reports, along with remote access capabilities.

“You want a system that you can, within reason, make it work with what you’re doing,” Hansen says.

Where contracts are concerned, you’ll want to know if the tool you’re looking into is subscription-based or a one-time purchase.

Review the terms, and be especially mindful of clauses regarding cancellation and renewal.

“I’ve been burned a few times because I missed the renewal period,” says Hansen.

“I try now to say I will have no perpetual renewal. It has to be renewed (by me) every year, not just (set it and) forget about it. I need the flexibility.”

Sometimes things don’t work out and you won’t want to keep your purchase, 18 AMERICAN COINOP JUNE 2024

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perhaps bring something to light that you might not have discovered without it.”

“It’s kind of the brass ring to be able to market to people who you know are going to use your product later on,” Hansen says. “If you can drill down with that and use lookalike audiences to find people you’re most likely to service, it’s more cost-efficient, obviously.”

Bowden sees a day when a laundry’s value add center will feature a multilingual virtual avatar preloaded with business FAQs to assist customers in how best to use the facility and equipment.

Laundry owners trying to integrate products that use AI may encounter some pushback from staff members adverse to change, Anjavi says.

“It’s gotten a little bit easier now that just about everybody has got a smartphone. I think the barrier isn’t as high as it once was,” Hansen says of acclimating his staff to AI-powered tools. “Most of my employees are not the most highly educated people. They’re intelligent but they’ve just not experienced this. It’s just working with them, being patient, and showing them in simplified ways. Don’t make it too difficult.”

“Keep that conversation going with the team,” Bowden says. “We’re still dealing with that just like anyone else. We’re a tech company but I’m constantly promoting to the team to self-educate and point out new developments in the tech space.”

When a new technology like AI comes into play at your laundry, get your team involved, he suggests.

“Promoting people to be curious and go out there and learn more, I think, will go a long way, but keep the channels open about how you expect … to implement an AI function into your process. Get involved with the team to get their insight and that usually (results) in a better outcome.”

The Coin Laundry Association frequently offers webinars that cover topics such as marketing, store operations and management, and new investor education. Visit www.coinlaundry.org/events/webinars to learn more.

Henderson says. Clarify that there is a return policy and what’s involved before you buy.

Hansen says he’s a big fan of products that offer free trials or demos: “If they give a free demo, that’s ideal because you can play with it. A week long, two weeks, you just run it through every possible scenario. Then you know it’s going to actually do what you want it to do.”

You’d think that system cost would be straightforward but there are actually three separate areas at play there, Henderson says. They are subscriptions or pricing plans, credit card fees (for payment processing), and system hardware.

And a software’s ability to integrate, wherein the product you’re considering has the ability to communicate with other systems via internet connection, can be vitally important.

“Are you able to streamline things by

making your stuff talk to each other? It’s easier to do that now than it ever has been before,” Henderson adds.

When judging remote access ability and maintaining data backups, there’s strength in automation and the ability to store and protect proprietary information through cloud-based storage.

“The shift to subscription-based everything is here to stay when it comes to technology but the advantage to that is a lot of things are hosted in the cloud, meaning your data is not stored locally on your computer but is more internet-based. If anything happens to your hardware … it’s good to know you haven’t lost all that data you collected.”

And finally, is the vendor willing to share references and to introduce you to other customers? If a vendor isn’t as forthcoming there as you’d like, it may be time to consider a different solution. www.americancoinop.com

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POINTERS FROM PAULIE B

PLANNING FOR AND INTEGRATING LAUNDROMAT UPGRADES M

Paul Russo

aking upgrades to your laundromat can be simultaneously exciting and scary.

Not as scary as buying or building a new mat, mind you, because you’re simply upgrading your existing business, but there’s still an element of risk. Naturally, you want everything to go smoothly from start to finish.

Some of my mat friends are extremely skilled. They know how to do upgrades themselves very well, and often have their own construction crews. This column is for mat owners who are semi-handy but may lack the special tools, manpower, experience and expertise to do the job right.

You must upgrade your store from time to time or it will eventually go downhill and you’ll lose it. It’s that simple.

So, resign yourself to the fact that you must reinvest money and labor to keep your mat at or near the top of your market. How much money? That’s up to you, but it should be enough to make a difference!

Small improvements are always good but if you can dazzle, your business is sure to grow. It’s true that in most cases, you’ll get your money back and then some. Plus, you’ll make your mat more attractive to buyers when it comes time to sell.

WITH VALUE IN MIND Maybe your equipment is getting old, or your utility costs are getting higher.

Installing a new sign with backlighting at one of the author’s former stores. This required filing for a New York City sign permit. What was nice about the signs, Russo says, was that they covered up the roll-down gate boxes. (Archival photos courtesy Paul Russo) 20 AMERICAN COINOP JUNE 2024

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Maybe your customers are complaining more about your equipment or the appearance of your store.

Or maybe you just want to impress your customers and attract more.

Whatever the reasons, after an upgrade, people just start coming out of the woodwork to try your mat.

If you program your new equipment to give them a great experience, they’ll be back … unless you go too cheap with water levels, water temperatures, or dryer temperatures.

Give them a good value and charge for it in your vend prices. Immediately after upgrading is the best time to raise your prices, but don’t gouge. People will be expecting to pay a little more, but they can only afford so much, even if they love your store!

Remember, you want them to love everything that you’ve done. You can always make more increases if your traffic starts getting out of control, and that, my friend, is a wonderful feeling!

PLAN CAREFULLY Now that you want to implement your dream, good planning and due diligence are in order.

Educate yourself on what’s out there that you can do. This means visiting as many mats as you can to determine what works and what doesn’t.

Visit your local distributors as well, to get pricing, availability, choices, and help with installations. Most distributors I know have experienced construction crews on tap.

And I recommend joining the Laundromat Professionals Network on Facebook. There, you’ll find a lot of industry veterans with a lot of beautiful mats that might present you ideas. Many will gladly answer your questions and offer advice.

Are you planning just a few machines, or something bigger?

Small upgrades, such as simply installing a group of washers with only non-structural changes, are the easiest.

Many times, a good distributor will swap out your old equipment for new in just one day. Even just a partial upgrade can boost your numbers.

When planning an upgrade, this is the time to think about any other changes. Look at all the weak points of your mat.

You may already know most of them but consider surveying customers (written, online or even face-to-face) to ask what changes they would like to see.

In a way, you are brainstorming with them to make “their” laundromat as nice as it can be. You can bet that as soon as they get home, they’ll be saying, “Guess what? Our laundromat is going to make some improvements and they asked me my opinion!” The news will spread like wildfire. That’s a winner for you. www.americancoinop.com

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:5 AM

There is nothing quite like doing a nice, wellthought-out upgrade. It’s such a great feeling when customers shower you with accolades and start packing your mat.

What’s more, your numbers start to rise. This double whammy feels so good, you’ll want to do it again.

COMPARE AND CONTRAST If you’re looking to acquire equipment, it’s natural for sales reps to play up their brand’s “good” features while playing down or not mentioning “bad” features. After all, they don’t want to lose a potential sale.

Nearly all sales reps will be happy to point out another brand’s weak points and how their brand is better. So, visit a couple of distributors if you can, and ask lots of questions about how their brand is better than their competitor’s brand. Then, visit the other brands and see what they have to say.

Where will you get the money for your project?

You certainly don’t want to go cheap if you’re not well-financed. Cutting corners on upgrades will diminish your chances of success. You want to invest enough to make a difference in your customer’s eyes. One of the most common causes of business failure is not enough capital,

Placing a wash aisle foundation including plumbing, electric, drainage, rebar, and overflow drain before the wheelbarrows of concrete were wheeled in. Pouring the concrete platforms properly with the right depth and pitch, and placing the washer’s J-bolts in precisely the right spots and before the concrete would set, was truly a work of art, Russo says. and mats are very capital-intensive!

You can use your own money, if you have enough. You can borrow against your house, and you may get the best rates, but do you really want to risk that? You can borrow from a lender who specializes in financing laundromats.

A creative choice may be to have a private investor. To protect both parties, a contract should be drawn up by an attorney spelling out

the parameters, such as loan amount; the amount and number of promissory notes; when the notes are due; and what happens if you miss a payment.

If you’ll be hiring a general contractor, make sure they are licensed, bonded and, more importantly, understand the laundromat business. And this also goes for anyone your contractor subcontracts out to, especially if dealing with HVAC, electrical and plumbing work. (I once had a brand-new boiler piped backward.)

Ask your distributor who they recommend.

Find out how many stores the contractor has built and see if you can speak to one or two of their owners. You are spending a lot of money, so you want somebody who has a great reputation.

If your contractor is indeed great, his services will be in high demand. He’ll be juggling jobs that could cause delays for you, and holdups can be quite costly. So see that he puts a finish date in the contract that you are comfortable with.

PROJECT APPROVAL AND COMPLIANCE Make sure you get project approval from your local building department, and permits if required.

Zoning rules and laws can vary depending on where your mat is located. A project that is (continued on page 25)

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JUNE 2024 AMERICAN COINOP 21

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G N I T A NS C I N TIO UR U A M O T Y M C H O E C XP UG E RO TH What policies should self-service laundry owners be sure to document?

(Photo: © designer491/Depositphotos)

by Dave Davis

O

ne of the best tools self-service laundry owners have to communicate what they expect from their staff — and what their workers should expect from them — is an employee handbook.

During a recent webinar conducted by Beth Milito, executive director of the National Federation of Independent Business (NFIB), she detailed steps to making an effective employee handbook, as well as the essential policies it should contain.

GETTING STARTED “Take a look at your existing handbook, and look at some sample handbooks, as well,” Milito suggests. “There are a lot of sample handbooks that you can find on the web. The big warning, however, is that you should never just download a handbook, put your business (name) on the cover page and distribute that. The whole intent of the HR employee handbook is to make sure that it is customized to your business.”

Milito notes that the Society for Human Resource Management (SHRM) has many model handbooks on its website, and some larger corporations have their handbooks online that can provide a template.

“Make an outline of policies you’d like to include,” she says, “and then draft the text for each policy. Read and proof it, and ideally have at least one other set of eyes take a look at the handbook. You may want to consider having an attorney or an outside HR expert review the handbook and bless it.”

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POLICIES TO CONSIDER So, what should go into a self-service laundry’s employee handbook?

Milito proposes looking at four broad topics when first outlining such a document: Welcome Message and Introduction to the Company — This can include the company’s mission statement; an equal opportunity statement; contractual disclaimer and at-will statement; the purpose of the handbook; and background information about the company.

Policies and Procedures — These include statements about the Americans with Disabilities Act, personal safety, sexual harassment, drug/ alcohol policies, violence and weapons policies, attendance, hours of work, meal/rest periods, overtime, timekeeping, personnel records, paydays, discipline, performance reviews, termination procedures and more.

Benefits — These include holidays, vacation, sick leave, disability leave, personal leave, bereavement leave, family and medical leave, jury duty, paid time off, health/life insurance, retirement and pension plans, training, educational assistance programs, workers’ compensation and unemployment insurance.

Employee and Employer Responsibility for Safety — Items in this list include emergency procedures, medical services, personal protective equipment, OSHA requirements, safety rules and reporting accidents.

A lot of these are things you may not need in your particular business, Milito points out.

“For example, years ago, a member called me and said, ‘We put together an employee handbook, but unfortunately, we just cut and pasted one. www.americancoinop.com

5/11/24

:01 AM

An employee just came to me and asked about our family and medical leave policy, and I have no idea what that is.’

“This was a company that had only about 10 employees, so they were not subject to being covered by the federal Family and Medical Leave Act. So, be careful about what you’re putting in there, because you want to make sure what you put in is something that your business is going to be able to follow and implement.”

ESSENTIAL POLICIES So, what should go into a laundry’s employee handbook? Milito suggests looking at 10 topics when first creating such a document to set expectations of what’s required of both the staff and the company.

1. Introduction — “The introduction is a welcome statement to new and existing employees,” she says. “It’s telling employees why it is you are issuing this handbook and offers some general information about the business.”

• Company History — How the company got started and how it has grown. The company’s founder(s) and current leadership can be introduced.

• Values — Provide the company’s core values, and explain what each means to the company and why it has been chosen as a core value.

• Mission Statement — Help employees understand the company’s purpose by providing and explaining its mission.

www.americancoinop.com

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2. At Will Statement — “You want to follow the introduction with the employment at will statement,” Milito says. “In all states except Montana, employment is ‘at will.’ That means that in the absence of a written employment contract or a collective bargaining agreement — in other words, union business — either the employer or the employee may terminate employment for any reason that is not contrary to law.”

Cases where it would not be legal, Milito says, are terminating someone because they are over 50, pregnant, or in some other protected category. Montana’s “good cause” standard means that the employer must demonstrate a good cause for firing the employee.

“The other category that you may want to define at the start of the handbook in the introduction section, or under the wage and hour section, is a discussion or description of whether or not employees are exempt or non-exempt,” Milito says.

Exempt employees are not entitled to overtime pay and typically hold executive, administrative or professional positions. Non-exempt employees typically hold non-supervisory positions and are entitled to overtime pay for hours worked over 40 hours a week, or as specified by state law.

3. Equal Employment Opportunity Policy — The Equal Employment Opportunity Commission (EEOC) is the federal agency that oversees and enforces federal laws that make it illegal to discriminate against a job applicant or employee because of their protected status. Protected categories include race, color, religion, sex, age, disability, national origin, veteran status, citizenship, pregnancy, genetic information, and all other

JUNE 2024 AMERICAN COINOP 23

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categories protected by federal, state and local anti-discrimination laws.

“It’s a reminder that employees in your business are protected from discrimination under all applicable federal, state and local anti-discrimination laws,” Milito says.

4. Policy Against Unlawful Harassment — “This, along with the at will policy and the EEO policy, are the three must-have policies in every employee handbook,” Milito says. This section establishes the company’s policy against all forms of unlawful harassment, including sexual harassment.

This section should also outline the reporting procedure and list the contact information for the individual who will be receiving the complaints.

She says having such a procedure or policy in place for reporting unlawful harassment will go a long way toward protecting the company from liability if a claim is made, and if the company addresses the harassment promptly.

5. Wage and Hour Policy — “Some states have laws that differ from the Fair Labor Standards Act (FLSA), which is the federal law that governs overtime and minimum wage and deciphers between the exempt and non-exempt employees,” Milito says. “It’s important to remember that employers must follow both state and federal law. And if the laws conflict, the employer must follow the higher standard. In other words, the law that gives the greatest benefit to the employees. For example, if a state has a minimum wage higher than the federal wage of $7.25 an hour — and many states do — the employer must comply with the state minimum wage.”

The U.S. Department of Labor (dol.gov) has a good wage and hour website and a map to find out what the minimum wage is in your state, Milito says.

6. Attendance — “This is a documented set of rules that puts forth clear and consistent expectations for employees,” Milito says. “This can be difficult in businesses of all sizes, not just small businesses, to consistently enforce these policies.

“Make sure you are putting in place a realistic policy and one that you yourself will be able to follow. If any of your employees have families or young children, for example, they’re likely going to be juggling emergencies. If they are caregivers and you institute a zero-tolerance attendance policy, which was big 15 or 20 years ago, that’s just not realistic.”

When it comes to attendance and punctuality policies, Milito says, “sometimes it’s good to explain why you’re requiring employees to do this.” A sample in a handbook could read, “Absenteeism and tardiness put

a burden on your co-workers. In rare instances where you cannot avoid being late to work, or if you are unable to work as scheduled, you must notify your supervisor as soon as possible.”

“This gives some flexibility because again, life happens,” she says, “and I think a policy that gives employers a bit of wiggle room and takes account of the fact that employees have lives outside of the business is reasonable.”

7. Leave and Time-Off Policy — This section, Milito says, should cover rules and procedures regarding time-off benefits, including vacation, holidays, sick leave, leaves of absence or medical leaves, and leave required by law (such as voting leave, family leave, and domestic violence leave).

“This has gotten so much trickier over the last 10 years or so because of the increasing number of state paid-sick-leave laws,” Milito says.

“Check your local and state laws, because you can really be tripped up here. Generally, states do not require any sort of vacation benefits for employees, but most employers do offer this benefit. And more and more employers are moving from vacation and sick leave policies to one comprehensive paid-time-off bucket.”

8. Discipline Policy — “This is an area where I say vaguer is better,” Milito says. “Less is more.”

When it comes to defining the policy in the employee handbook, she believes that it should contain three core elements: definitions of the types of behaviors that are unacceptable, along with examples; an explanation of the consequences of those behaviors, and the process by which the consequences will escalate to termination; and contact information for questions, issues or concerns.

9. Health and Safety Policy — “Many companies and businesses actually have separate health and safety handbooks or policies,” Milito says, “and depending on your industry, it might be required. But in the employee handbook, it’s good to have a section that, at a very high level, describes safety and emergency procedures, and most importantly requires employees to report work-related injuries immediately.”

10. Privacy — “This is a very big deal in the age of cellphone and computer usage at the workplace,” Milito says. “If you plan to enforce a privacy policy — and many businesses do — ensure that you’re very explicit about the company’s expectations.”

Details may include the employee’s right to inspect/copy their employee records, drug/alcohol testing policies, the company’s rights to search company property, cellphone use expectations/limits, and policies about the use of computers and electronic equipment while at work.

“Also, be aware that privacy laws vary from state to state,” she says. “There are more states enacting privacy laws that give employees some rights. This is an area that you do want to make sure you’re not stepping afoul of.”

FINAL ACKNOWLEDGMENT “You want to make sure that employees acknowledge receipt of the handbook,” Milito says, by agreeing they have received it, and stating they understand they are employed at will and that the employer may revise the document at any time.

“It’s very easy nowadays to make employee handbooks accessible online and via mobile devices,” she adds. “So, if you have a new employee starting, you can print out a copy and give it to them on their first day. For existing employees, you can just put it online and then have everybody sign an acknowledgment, which can also be done electronically. Just make sure you keep the acknowledgment forms.”

(Image licensed by Ingram Image) 24 AMERICAN COINOP JUNE 2024

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Dave Davis is the editor of sister publication American Drycleaner. www.americancoinop.com

5/11/24

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POINTERS FROM PAULIE B (continued from page 21) no big deal in one locale may require a building permit and even an architect in another.

Nowadays, there are environmental impacts to be considered as well.

So, always check with the building department first. If you have a good distributor, they can help guide you.

As a rule of thumb, replacing equipment as an even swap from old machines to new shouldn’t be an issue in most locales as long as there aren’t changes to plumbing, electric service, or the floor plan. So if you’re just swapping out some old machines for new and not much else, your distributor should be able to handle that for you.

Simple remodels such as new flooring, new folding tables, painting, paneling, and light carpentry are usually OK in most locales. Even so, it doesn’t hurt to check before you begin.

But if you will be doing things like changing plumbing (especially gas lines), electrical service or the floor plan, you’ll almost surely need new plans drawn up by an architect in order to be approved for a new permit.

If you choose to make those changes on the sly, your decision could come back to bite you.

Local building officials can halt your project, fine you, and even shut you down completely in some cases. And don’t think the regulators won’t find out — your competitors will be happy to rat you out.

Local zoning laws are there to ensure that everything is built safely and according to the approved plans. Remember, your mat will be used by the general public.

The Americans with Disabilities Act requires that people who are disabled can access your facility. This means that even if your non-compliant restroom has been grandfathered in, you may be required in some locales to upgrade it if/when you apply for a permit for something else.

CLASS UP YOUR PLACE

bigger mat in the same shopping strip. In both cases, I was able to operate pretty much as usual until a day or two before.

At a third mat, I added a second storefront in the back from the parking lot. It made the back and front look nearly identical, and I ended up having 90% of my customers entering from the back after the upgrade.

Whatever your project, after the work is done, test all the equipment with sample loads.

Today’s laundry equipment is quite complex, so you want to verify everything works properly before you open your doors.

When upgrading, you have an opportunity to give your customers new and unique things in your mat that maybe they can’t afford in their own homes. Coming to your mat could give them a little boost in their lives, so whatever you choose to do, make it a little classy.

Advertise before you start to create some excitement and to prepare your customers for any inconvenience.

I expanded one mat when the store next to mine became vacant. This was the easiest way to expand. I expanded another by building a new,

Paul Russo owned and operated multiple laundromats in New York City for more than 40 years before retiring in 2018. You’re welcome to direct any questions or comments for Russo to Editor Bruce Beggs at bbeggs@atmags.com.

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PRODUCT NEWS «

CURBSIDE LAUNDRIES LAUNCHES TEXT MESSAGE MARKETING MODULE

Curbside Laundries has released its Text Message Marketing module, now available to all clients using its wash and fold POS and pickup and delivery software.

The module helps attract new clients, reengage inactive clients, and turn utilizing full-service laundry service into a habit, the company says.

“The most valuable assets laundry owners have is their customer Rolodex,” says Matt Simmons, who co-founded Curbside Laundries. “The Text Message Marketing module allows laundry owners to use their Rolodex to generate business at a fraction of the cost of traditional advertising.”

The Text Message Module is simple to use and comes with pre-made and

customizable marketing campaigns, Curbside says.

Jeff Posner of customer Crown Laundry states that the marketing module “adds tons of value, because it keeps everything in the same ecosystem.

It’s easy to use and I didn’t have to learn how to set up a texting service.”

Curbside Laundries is providing its clients with webinars and workshops on how to grow their wash and fold business using the Text Message Marketing Module.

“My favorite part of this suite of new features,” says co-founder Aaron Simmons, “is that it helps our clients make even more money on their in-store drop-off and their laundry pickup and delivery business.”

www.curbsidelaundries.com

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PRODUCT NEWS «

CARD CONCEPTS UNVEILS NEW CONTACTLESS PAYMENT SYSTEM

Laundromat technology provider Card Concepts Inc. (CCI) has unveiled its new FlexRF Contactless Payment System, which the company says expands on existing industry standards to set a new benchmark for excellence. It’s affordable yet doesn’t compromise on functionality or quality, CCI adds.

The FlexRF distinguishes itself among contactless payment options with a range of features designed to enhance efficiency and customer satisfaction.

Key features include: Simple Contactless Payment — Simple, fast, single tap to pay provides convenience for customers, with no special positioning or multiple taps required.

Enhanced Loyalty Programs —

FlexRF boasts extensive loyalty programs, allowing laundromat owners to offer more enticing rewards and incentives to their loyal customers.

Superior User Experience — With a streamlined setup process and intuitive user interface, the FlexRF system offers laundromat owners and customers a hassle-free experience.

Chargeback Protection — The FlexRF system offers exclusive access to LaundryGuard to protect against unauthorized transactions and mitigate the risk of chargebacks.

“FlexRF represents the natural evolution of our company’s commitment to providing the best technological solutions

to laundromat owners,” says CCI President Steve Marcionetti. “We are proud to offer a product that not only maximizes profits but also minimizes the time and effort required to manage laundry operations.”

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NEWSMAKERS CLEANCLOUD ACHIEVES MILESTONES AS IT ENTERS 10TH YEAR CleanCloud, a software provider for laundromats and dry cleaners, says it has reached a series of “remarkable milestones that highlight its continued growth” as it enters its 10th year.

The company founded in 2014 has reached more than 10 million customers through its innovative software and processed over $1 billion in transactions.

Customers worldwide have benefited from the convenience and efficiency of CleanCloud-powered services in-store and online through pickup and delivery service and customer apps, the company says.

Surpassing $1 billion in transactions represents the opportunity that exists in the industry, as online orders and digital payments continue to grow in popularity, CleanCloud adds.

Its mission from the start has been to empower laundry businesses with the tools they need to succeed in a digital-first world, says co-founder and CEO John Buni.

“For us, these important milestones are not just numbers; they represent the trust, hard work, and entrepreneurial spirit of our customers,” Buni says. “We’re proud to be part of their journey and are excited about the future as we continue to support their growth and success.”

LAUNDRY BIZ CEO PART OF NMSDC ENTREPRENEUR PROGRAM The National Minority Supplier Development Council (NMSDC) recently recognized the ninth cohort of its Emerging Young Entrepreneurs (EYE)

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program, and one of the participants is a laundry services business CEO. Daniel Ellis of Aloha Laundry Life is in a group of 50 people taking part in a nine-month experience uniquely designed to provide the next generation of minority entrepreneurs (ages 19-35) with skills, tools and strategies to start or grow their innovative businesses.

Aloha Laundry Life is a wash-and-fold pickup/delivery laundry service in which all transactions and customer interactions are conducted through an app, utilizing local operators working at local laundromats.

The business has service areas around the country, including Austin and Dallas/Fort Worth, Texas; Bellingham, Washington; Chicago; Las Vegas; Salt Lake City; San Diego; and Phoenix.

“As NMSDC continues its march to $1 trillion in annual revenue for NMSDC-certified MBEs, we know how essential it is that we cultivate the minority business leaders of the future,” says NMSDC Senior Director of MBE Services and Strategic Partnerships Jetheda Hernandez.

“To accelerate the growth of the next generation of certified businesses, we have expanded the EYE program to include the largest number of participants in its history.”

EYE programming examines proven best practices to address common issues Gen Z and millennial entrepreneurs face in the context of today’s business environment.

Participants must obtain NMSDC MBE certification (if not already certified), and will have the opportunity to compete in a pitch competition at the 2024 Annual Conference in October.

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NEWSMAKERS PAYRANGE AGREES TO LICENSE MOBILE PAYMENT TECH PATENTS TO WASH

ONDEMAND LAUNDRY SERVICE HAMPERAPP BROADENS REACH

PayRange Inc., which provides mobile payment solutions for unattended retail that includes laundromats, reports it has entered into a non-exclusive licensing arrangement with WASH Multifamily Laundry Systems LLC. WASH is one of the country’s largest providers of laundry facilities management services, PayRange says, serving apartment properties, condos, college/university residence halls, military bases and other multihousing sectors.

The agreement licenses PayRange’s patents for use with the WASHConnect Mobile Payment App and will continue for the term of PayRange’s patents.

“WASH has been a long-time customer of PayRange, and we’re pleased to be extending our partnership with this licensing agreement,” says Paresh Patel, founder and CEO of PayRange. “We are really impressed with the long-term vision WASH has for providing innovative technology and services to its customers and we look forward to playing a part in bringing those visions to reality.”

“We’re a privately held company founded in 1947 and we hold dear our reputation for integrity and ethical practices,” says WASH CEO Jim Gimeson. “As operators, we hold a deep respect for the innovations PayRange has brought to elevate the laundry industry.”

Under the terms of the agreement, a licensing fee per mobile transaction will be assessed.

On-demand laundry service Hamperapp reports it has expanded to offer its service nationwide.

“We saw a gap in the market for a convenient and efficient laundry service, and we knew we had to fill it,” says CEO and co-founder Jorge Rodriguez. “Our goal is to make laundry day a thing of the past for our customers.”

Hamperapp says it offers a simple, user-friendly platform for customers to schedule their laundry pickups and deliveries.

With operations in major markets across the United States, including New York, Los Angeles, Washington, Orlando, Tampa, Austin, Dallas and Miami, Hamperapp says it is able to cater to a wide range of customers.

“We are excited to bring our services to more people across the country,” says Rodriguez. “Our goal is to make laundry day stress-free for everyone, no matter where they are located.”

Hamperapp prides itself on its commitment to sustainability and says it uses eco-friendly products and methods in its laundry process, reducing its carbon footprint and promoting a greener future.

LAUNDRYLUX DISTRIBUTION OPENS NEW FULFILLMENT CENTER Laundrylux Distribution reports it has opened a new, state-of-the-art distribution center in Commerce, California, southeast of Los Angeles. (continued on page 32)

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NEWSMAKERS (continued from page 29) The facility, strategically located at 5635 E. Washington Blvd.

(90040), will allow the company to “significantly enhance our operations, product offerings, and overall customer experience for laundromat owners and commercial laundry businesses throughout California,” Laundrylux Distribution says.

“This new distribution center is a testament to our dedication to serving you better and enhancing the quality of service you deserve,” says Blayne Marks, sales director at Laundrylux Distribution California.

“We are proud to be part of Laundrylux, the exclusive North American supplier of Electrolux Professional and Wascomat brands. This partnership empowers us to continuously raise the bar and set new standards in the industry, all for the benefit of our valued customers.”

The distribution center features a spacious showroom showcasing equipment lines and a dedicated on-site department stocked with a comprehensive inventory of parts. A team of factory-trained technicians is ready to serve and keep a laundry operation running smoothly, whether it be a coin-operated facility, a route operation, or an on-premise laundry.

(Photo: Royal Basket Trucks)

ROYAL BASKET TRUCKS EARNS NATIONAL WORKPLACE HONOR Royal Basket Trucks, a manufacturer of material-handling carts used in laundromats and other applications, has been named a 2024 National Top Workplace by Energage, in partnership with USA Today.

The honor recognizes organizations that prioritize people-first cultures and create exceptional workplace experiences. According to USA Today, it offers “recognition to midsize and large organizations, including those with operations in multiple markets. Employers with at least 150 employees are eligible.”

Privately owned Royal Basket Trucks has been manufacturing carts since 1982 and has become a recognized brand within many industries, including laundry. It employs 170.

The Top Workplaces USA award is based on Energage’s confidential, research-backed employee engagement survey. Participating companies are evaluated against the industry’s most robust benchmarks based on more than 17 years of culture research. This year, more than 1,500 employers received recognition.

Energage empowers organizations “to exceed the competition, evaluate their stand in the market, and engage with employees.”

“This award showcases the nation’s outstanding organizations and underscores the importance of prioritizing the employee experience in today’s workplace landscape,” says Eric Rubino, Energage CEO. “We congratulate all the winners on this remarkable achievement.”

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P&G RECALLS 8.2 MILLION BAGS OF LAUNDRY DETERGENT PACKETS Procter & Gamble (P&G) has voluntarily recalled about 8.2 million bags of liquid laundry detergent packets distributed in the United States, according to P&G and the U.S. Consumer Products Safety Commission.

The recall applies to certain lot codes of Tide Pods, Gain Flings, Ace Pods and Ariel Pods packaged in flexible film bags that were manufactured between September 2023 and February 2024.

The outer packaging meant to prevent access to contents can split open near the zipper track, posing a risk of serious injury to children and other vulnerable populations if the contents of the laundry detergent packets are ingested, as well as posing a risk of skin or eye injuries.

Recalled products range from bags with 12 to 39 laundry detergent packets and include the following: • Ace: Ace Pods Clean Breeze, Ace Pods Spring Meadow • Ariel: Ariel Pods Alpine Breeze • Gain: Gain Flings Original, Gain Flings Moonlight Breeze Scent, Gain Flings Blissful Breeze Scent, Gain Flings Spring Daydream Scent, Gain Flings Plus Ultra Oxi, Gain Flings Plus Odor Defense • Tide: Tide Pods Original, Tide Pods Spring Meadow Scent, Tide Pods Light, Tide Simply Pods Plus Oxi Boost, Tide Pods Clean Breeze Scent, Tide Pods Free & Gentle, Tide Pods Oxi, Tide Pods Ultra Oxi Consumers can see if their bag is part of the recall by checking the lot code. These codes are found on the bottom of the package, and recalled lot codes are listed at pg.com/bags. Consumers with recalled bags can submit a photo of the recalled product, showing the lot code to participate in the recall (identified as “24-189”).

Consumers are instructed to immediately secure the recalled bags out of sight and reach of children and contact P&G for a full refund and a free replacement child-resistant bag to store the product. Consumers can also receive a cabinet lock for securing laundry materials.

The products were sold at Big Lots, CVS, Family Dollar, Home Depot, Sam’s Club, Target, Walmart, and other major stores nationwide and online at Amazon.com and other websites from September 2023 through present for between $5 (one 12-ct. bag) and $30 (four 39-ct. bags in a box).

Besides the dedicated webpage, consumers can contact Procter & Gamble toll-free at 833-347-5764 Monday through Friday, 9 a.m. to 6 p.m. Eastern, and Saturday, 9 a.m. to 5:30 p.m. Eastern.

BETSON NAMED AAMA DISTRIBUTOR OF YEAR FOR EIGHTH TIME Betson Enterprises, which distributes coin-operated arcade and amusement equipment that can be found in laundromats and other businesses, recently earned a key distributor honor for an eighth time.

In a vote, the American Amusement Machine Association supplier membership named Betson the AAMA’s 2024 Distributor of the Year.

Accepting the award during the Amusement Expo trade show in Las Vegas were President Bob Geschine and other Betson representatives.

“This recognition is a testament to the collaborative efforts of our partner suppliers, loyal customers, and the dedicated team at Betson,” Geschine says. “We extend our sincere gratitude for their invaluable contributions, which have made 2023 a remarkable year for us.”

The company maintains sales offices and multiple distribution centers throughout the United States.

In other news, AAMA inducted 14 new members into the Amusement Industry Hall of Fame, including Betson’s own Rick Kirby, executive vice president. www.americancoinop.com

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