A well-organized operations manual is essential for running a successful laundry business. It provides clear procedures, responsibilities, and expectations for your team, ensuring consistency and efficiency across daily tasks. Whether you’re running a self-service laundromat, a wash-and-fold service, or a commercial laundry facility, a detailed manual keeps staff aligned and helps streamline onboarding, training, and compliance. It also acts as a reference tool to minimize confusion, reduce errors, and improve customer service. A strong manual forms the backbone of scalable, repeatable business success.
Daily Opening and Closing Procedures
Clearly outlining what staff should do at the beginning and end of each day creates a predictable routine. Your opening checklist might include inspecting machines, cleaning surfaces, turning on lights and displays, and verifying inventory. Closing tasks often involve securing cash, cleaning lint traps, checking for lost items, and locking the facility. These routines prevent service delays, reduce liability, and ensure a clean customer experience. Automating some of these tasks with software makes them easier to track and enforce.
- Unlock doors, lights, and signage
- Inspect machines for errors or out-of-order issues
- Restock soap, bags, and vending items
- Empty trash and wipe down folding tables and carts
- Secure cash, power down displays, and verify final machine status
Employee Roles and Responsibilities
Assigning clear roles for attendants, shift leads, and managers helps prevent confusion and duplication of effort. Your operations manual should outline who handles customer questions, who monitors machine status, and who restocks supplies or addresses complaints. For wash-and-fold businesses, detail who checks orders, tracks weight, and performs quality control. Cross-training staff to handle multiple tasks adds flexibility during peak times. Role clarity ensures accountability and better teamwork.
- Customer assistance and troubleshooting
- Machine cleaning and maintenance checks
- Order intake, tagging, and processing for wash-and-fold
- Register or POS handling and payment resolution
- Facility cleanliness and supply management
Machine Operation and Maintenance Protocols
Machine downtime is costly, so it’s critical that your manual includes regular maintenance schedules and proper machine use guidelines. Staff should be trained to identify early signs of mechanical issues and know how to escalate or log repair requests. Include manufacturer-recommended cleaning procedures and what to do in case of a leak or error code. Preventative maintenance reduces costly repairs and improves machine lifespan. Cloud-based systems can automate service alerts and performance tracking.
- Daily lint trap cleaning and visual inspections
- Weekly drum, soap tray, and exterior cleaning
- Monthly utility checks (hoses, exhausts, water lines)
- Instructions for safe machine loading and detergent use
- Error reporting system and service contact protocols
Customer Service Standards
Your manual should set clear expectations for how staff interact with customers, resolve complaints, and provide service. Include scripts or guidelines for handling common issues such as machine jams, lost items, or refund requests. A professional, helpful tone should be standard, even during stressful situations. Positive customer interactions drive loyalty and online reviews. Make sure attendants understand the business’s values and brand voice.
- Greet every customer upon entry if staffed
- Handle refund requests quickly and respectfully
- Offer assistance with loading or operating machines
- Address complaints calmly and escalate when needed
- Document customer feedback for service improvements
Safety, Security, and Compliance
Include procedures to ensure the physical safety of staff and customers, as well as compliance with health, fire, and ADA regulations. Your manual should also cover secure cash handling, surveillance checks, and what to do in case of theft or emergency. Make clear how to handle hazardous materials or chemical spills. Keeping a safe, compliant store protects your reputation and limits liability. Post visual signage to reinforce key rules and protocols.
- Cash handling and safe deposit procedures
- Emergency exits and fire extinguisher location
- Slip prevention and spill cleanup guidelines
- Surveillance camera checks and incident reporting
- ADA-compliant access, signs, and restroom policies
Technology and POS System Use
If your laundry business uses POS systems, mobile payments, or laundry management software like The Laundry Boss, your manual should include step-by-step usage instructions. Staff should know how to log into systems, process payments, adjust pricing, and issue digital refunds or loyalty points. Include screenshots, links to tutorials, and support contact info. Digital tools improve speed and tracking but only work when used correctly. Training should be documented and regularly updated as software evolves.
- Logging into The Laundry Boss or other POS software
- Adjusting prices or promotions in the dashboard
- Viewing machine usage reports and payment logs
- Issuing app-based refunds or loyalty rewards
- Submitting technical support tickets
Inventory and Supply Management
Keeping laundry detergent, dryer sheets, bags, change, and other essentials in stock is part of maintaining a high-quality experience. Include instructions on how to reorder inventory, track usage, and store supplies safely. Some software tools allow you to automate supply alerts or integrate with vendors. Even small shortages can lead to customer complaints or service delays. Clear inventory protocols help ensure smooth operations.
- Track and reorder detergent, soap, change, and vending items
- Secure and label all cleaning chemicals
- Use log sheets or digital tracking for weekly inventory
- Assign supply restocking to specific shifts
- Store supplies off the floor and away from machines
Conclusion
A detailed operations manual is one of the most valuable tools a laundry business owner can have. It ensures consistency, reduces training time, and helps staff deliver high-quality service with confidence. Whether managing a self-service laundromat or a high-volume wash-and-fold facility, a written guide promotes accountability, safety, and performance. Regularly updating the manual as your business evolves ensures it stays relevant and useful. With clear systems in place, your business is better prepared to grow, scale, and serve.
- Reduces errors and improves staff efficiency
- Supports consistent service and quality control
- Provides a foundation for scaling and franchising
- Helps new hires get up to speed faster
- Improves compliance, safety, and customer satisfaction
