Why Many Dry Cleaning and Laundry Teams Struggle, and How to Fix It

Ever walked into a dry cleaner and had to wait while an employee fumbled with the computer, struggled to find your order, or barely looked up to greet you? It’s frustrating, right?

Now, flip the perspective: most employees – especially those working their first job behind the counter – have never been trained to think like customers. They don’t understand the small moments that turn a transaction into a great experience.

Outstanding dry cleaning and laundry businesses recognize this and invest in training to equip their teams with the right skills. But if we all know that great customer service leads to business success, why do so many dry cleaners still struggle with it?

Here are three key reasons – and what you can do about them.

1. Employees Lack Training

Imagine dropping off a suit for dry cleaning and asking the employee if the stain on your jacket will come out. They shrug and say, “I don’t know; we’ll see when it’s ready.” Not confidence inspiring, right?

Many counter staff are young employees working their first jobs. They might not understand the importance of knowing the basics – handling customer questions, explaining turnaround times, or offering solutions when something goes wrong.

World-class service businesses solve this by training their employees to think like customers. Instead of saying, “I don’t know,” train them to respond with something like, “Let me check with our cleaning specialist so we can take care of that stain for you.”

To elevate your team’s customer service skills, teach them how to handle these common customer concerns. It will make them feel confident, and customers feel valued.

2. Employees Don’t Know What ‘World-Class’ Looks Like

Dry cleaning owners expect their team to deliver great service – but most of their employees have never experienced five-star service themselves.

For example, a laundromat employee who has only ever done self-service laundry is now expected to deliver top-tier service to customers who want a wash-and-fold pickup, special garment care, or rush services. How can they provide great service when they don’t even know what that looks like?

Bridging this gap starts with exposure and clear expectations. Consider role-playing customer interactions, showing employees how to greet customers warmly, explain pricing, or handle complaints professionally. Even small things – like offering a friendly ‘Good morning!’ instead of a robotic ‘Phone number?’ – can make a difference in customer interactions.

They say experience is the best teacher for a reason. Show your employees what great service looks like, and they’ll be more likely to deliver it.

3. Employees and Customers Live in Different Worlds

Your employees might not relate to the customers they serve. A teenager working the counter might not understand why customers are frustrated when their work shirts aren’t ready. A part-time employee may not see why a missing sock in a wash-and-fold order is a big deal.

But to customers, these small details matter. Their clothes are personal. Their time is valuable.

Great dry cleaning and laundry businesses don’t ignore this gap – they train employees to bridge it. Teach staff that customers rely on their service to look their best for job interviews, important events, or everyday life. Encourage them to take pride in their role, even if it’s just ensuring customers get their clothes back neatly folded and on time.

Who are your employees serving daily? Do they understand what matters most to those customers? If not, it’s time to close that gap with purposeful training.

Looking Ahead

Today, customer experience is the ultimate differentiator; dry cleaning and laundry businesses can’t afford to leave it to chance. Training employees to think like customers, understand service excellence, and bridge the experience gap will set your business apart.

World-class customer experience doesn’t happen by accident – it’s by design. Start training your team today, and watch your business transform. And always remember: You transform your service, you transform your business.

---

Francis Flair is the President and CEO of Flair Consulting Group, a firm that helps visionary leaders and their teams avoid workplace drama and elevate customer satisfaction. You can contact him at francis@flairconsultinggroup.com.