Unattended Stores. Excellent service.

How Jono Santamaria provides excellent customer service in an unattended laundromat.
Unattended Stores. Excellent service.
photo by Jayden Yoon ZK
Table of Contents

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Today’s editorial is a bit different.

I’m taking a backseat and allowing Jono Santamaria to share his expertise with you.

Jono is the owner of Nina’s Laundrette, a laundry business that consists of a laundromat in Northcote, Australia as well as a laundry equipment leasing company that provides laundry equipment for shared laundries. He’s been running unattended laundromat for the past 2 years.

So let’s sit back and learn together:

Moving a fully unattended laundromat is possible. I should know: I’ve been running an unattended business successfully for the past 2 years.

The secret to our success: top-notch customer service, even without in-person customer support.

That’s what I’m going to share with you today.

Customer Service Basics

At a minimum, an unattended laundromat (or any unattended business) should have the following:

  1. Accurate signage
  2. An up-to-date website

Accurate Signage

Accurate signage doesn’t just refer to having your store name and a ‘Free WiFi’ poster up on the wall. 

Accurate signage refers to having any and all information a customer might need displayed clearly and in the appropriate place in your store.

Laundromat owners tend to see our stores as idiot-proof, and we assume that new customers will figure out how to use washers and dryers on their own. This is far from the truth.

Most customers won’t know where to start, and some might have never used a washing machine before. So let’s make it easy for them by providing signage to help your customers navigate the store.

Here are some common signs you should have displayed at your laundromat:

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