Quarters, Cards, or Seashells

Another day, another Facebook group post with the classic debate, coins versus cards.

By lunch, there are tons of comments. Owners/operators defending their payment choice like it's their first born child. The passion is real and understandable. The arguments are detailed. Processing fees calculated down to the cent. Demographic points. Security concerns debated. Someone's written a three paragraph thesis on why quarters are superior. Another owner counters with mobile payment adoption stats.

The thread will hit a crazy amount of comments by the time I leave the office.

Meanwhile, somewhere in the US, a client walked into a laundromat and walked right back out.

Not because they couldn't pay. But because the attendant didn't look up from their phone. Because four machines had "Out of Order" signs that looked like they'd been there since last month. Because the floor was dirty and the lighting was dim. Because there was that smell, you know the one, somewhere between sour clothes and a drain trough that hadn't been clean in a year.

The Reality We Ignore

The attendant who treats every question like someone is pulling their finger nails out with needle nose pliers. A bathroom that hasn't been properly cleaned in days. The carts with wheels that won't roll straight. The folding tables that wobble. The vending machine that's been empty for weeks. People loitering who clearly aren't doing laundry. That one dryer that everyone knows doesn't actually dry.

But sure, let's spend another thousand comments debating payment systems.

The Hard Truth

You could accept Bitcoin, ApplePay, quarters, or seashells. If your fundamentals suck, you're just making it easier for clients to pay for a bad experience.

I watched a laundromat near us spend half a million or more on new machines. They still have terrible service. They still have a dingy atmosphere. Their client count is still low. But hey, those new machines accept cards now.

Why We Do This

Adding payment technology feels like progress. It's tangible. You can point to it and say "Look, we're modernizing!" It's the same reason we obsess over new equipment. It's something we can buy, install, and check off our list.

It's sexier to debate payment tech than to discuss the boring fundamentals. Nobody's getting 300 comments on a post about cleaning protocols or staff training. There's no conference booth selling "better attitudes" or "consistent cleanliness."

Payment systems are something we can purchase. Culture is something we have to build. One requires a credit card. The other requires patience, consistency, and leadership.

We can measure payment processing fees down to the penny. But measuring whether our staff makes clients feel welcome? That's harder. So we focus on what's easy to measure rather than what actually matters.

What Actually Drives Success

Last week, I heard a story of a client drive past two laundromats with card readers to use the coin-only place. Why?

"They know my name there," she said.

Think about what clients actually want, what you want when you go somewhere.

Hospitality: Staff who genuinely acknowledge people. Who help without being asked. Who make the space feel safe and welcoming.

Environment: Clean, bright spaces. Music that sets a mood. Maybe some plants. Adequate seating that doesn't look like it came from a prison yard sale.

Reliability: Machines works. Every cart rolls. Every table stands steady. When something breaks, it's fixed within days, not months.

Comfort: Entertainment options while waiting. A kids' area that's actually kid friendly. Vending machines that work and are stocked. Free WiFi that doesn't require a PhD to connect to.

The Basics: Clean bathrooms. Good lighting. Safe parking. Clear pricing. No weird smells.

Notice something? Payment method didn't make the list.

The Path Forward

This week, instead of researching payment systems or joining another coins vs. cards debate, try this.

Spend an hour in your laundromat just watching. Count how many times your attendant acknowledges clients. Note every broken thing clients have to work around. Listen to what they complain about. I guarantee it won't be about payment methods.

Fix three things that have nothing to do with payments. Train your staff to greet every person who walks in. Finally fix that wobbly folding table. Replace those burnt out lights. Clean that bathroom like your mother-in-law is visiting.

Thinking about the thinking of laundry:
When you realize you've spent more time thinking about payment systems than designing client experiences

The laundromats winning in your market aren't winning because of their payment systems. They're winning because they understand that clients don't want an easier way to pay for frustration.

They want a place worth paying for.

That's all I got for you today.

Waleed

PS: Join me for higher-level laundry conversations at the Laundry CEO Forum

Echoing the thoughts of Steve Jobs.

You've got to start with the customer experience and work back toward the technology, not the other way around