Originally posted – Feb 03, 2014
Washers and dryers are the heart and soul of any self-service laundry business. They are your bread and butter. They are what drive paying customers through your doors.
So, why are so many laundromats still inundated with out-of-order signs? What can laundry owners do to assure that their equipment is up and running at all times? Can someone actually be successful in this business without being mechanically gifted? And, are there any tricks of the trade to make equipment maintenance easier?
We posed just those questions to the people whose job it is to know the answers. Our expert panel includes:
Gary Brown, Chief Engineer, Laundrylux
Russ Cooper, Manager of Technical Service, Dexter Laundry
Charles Hawkins, Supervisor of Technical Support, Milnor Laundry Systems
Robert Small, Senior Manager – Global Commercial Laundry Service, Maytag Commercial Laundry
John Smith, Regional Sales Manager, Speed Queen
Dave Xavier, Senior Service/Product Quality Manager, ADC
Keith York, Regional Sales Manager, Huebsch
In your opinion, do most laundry owners put enough time and effort into the equipment maintenance segment of their business?
Robert Small: Although some store owners certainly do put in the time and effort, the majority does not – and there are several potential reasons why this may be the case. For some owners, their store is a secondary or side business, which sometimes means it receives less attention. Others don’t understand the important role maintenance plays in a store’s return on investment and the longevity of the product.
Keith York: I think the majority of owners believe they put enough time and effort toward equipment maintenance, but in reality, they could do a lot more. While owners understand maintenance is an important aspect of the business, they often get too busy and forget it should be completed on a regular basis and in a timely manner.
Gary Brown: My experience has been that successful operators invest in equipment maintenance, either by leveraging services offered by their distributor or by following the guidelines provided in our owner manuals. It’s no different than owning an automobile; if you change the fluids, belts and hoses on a schedule, you greatly reduce the likelihood of a breakdown.
Russ Cooper: From the stores I’ve visited over the years and phone calls I field each day, it is apparent that many owners in our industry don’t pay particular attention to the preventative maintenance of their equipment. The more successful owners will tend to have structured preventative maintenance plans as part of their business model. Many of these involve scheduled cleaning of the machines, drain valves, water valves and dryer ductwork.
John Smith: Most of the time it’s the owners of larger or multiple stores that will have a structured equipment maintenance program. The majority of smaller and unattended store owners seem to wait until machines break down to pay any attention to it. A lot of absentee owners are not very proactive when it comes to maintaining their equipment.
Unfortunately, it has a mushrooming effect, and it gives the industry a bad name.
Dave Xavier: In many cases, I would say no – especially for first-time owners who don’t realize the abuse the general public can place on the equipment.
What’s the best way for owners to manage this crucial segment of the business?
Keith York: Technology has had a significant impact on how owners can manage their stores. While many manufacturers provide manuals with daily and annual maintenance plans, owners also can easily create their own schedules with mobile phone apps, spreadsheets and digital calendars.
Russ Cooper: Schedule these maintenance items. Don’t try to tackle your entire store over one week each year. Schedule smaller maintenance tasks for a few machines throughout each month so that, by the end of the year, you have properly maintained all of your equipment. Be sure to document which machines were touched and what procedures were done.
John Smith: Owners should develop a fund to pay for repairs. It can be as little as $50 or $100 a week, depending on how much the store can afford. I think some owners will have a machine break down, find out the part costs $150, and the machine will remain out of order.
Certainly, some repairs are more expensive than others, but I’d say the average repair cost on most items is probably in the $100 to $300 range.
Dave Xavier: This needs to be considered at the time of installation.
At some point, you will need access to the back side of your machines, even if it’s just to change a belt or to perform preventative maintenance. And, if you have to move a machine every time you need to get behind it or it’s a miserable experience to get at the working side of the machine, it will either be insufficiently maintained or you’ll be paying a premium for maintenance.
If the equipment is not installed properly, you can be stuck in a no-win situation. If the troughs are too small, the exhaust ducting inadequate, the gas pressure insufficient or makeup air inadequate, it can result in constant problems that no amount of components can correct.
Robert Small: Ideally, store owners are working closely with their distributors to learn the most they can about how to maintain the store’s equipment. Also, it is important to read the literature provided with the product and fully understand how performing general product maintenance and regular cleaning can help an owner receive the largest return on investment. Above all, a store owner needs to ask questions of the distributor and its service staff.
What common mistakes do most owners make with regard to maintaining and troubleshooting their washers and dryers?
Dave Xavier: They often rely on so-called “technicians,” which turn out being glorified parts-changers. This can cost more in return trips, unnecessary parts and lengthy downtime. It’s essential that you have the proper tools and know how to use them, if you plan to maintain your own equipment.
Russ Cooper: The most common mistake is assuming that the issue or irregularity they are experiencing must be due to a component failure, rather than simple cleaning or proper adjustment that isn’t being done. Many issues stem from a lack of maintenance or a simple adjustment. Examples of this would be a dryer not heating up because of blocked dryer ductwork, or water level issues due to clogged drain valves or pressure switch tubes.
Gary Brown: Some common mistakes include:
• Failing to maintain an ongoing relationship with their distributor, who can provide expert service and support.
• Thinking they can service the products themselves, with little or no basic technical training.
• Failing to take the time to routinely inspect and clean their equipment according to the recommendations in the product manuals.
Robert Small: Sometimes owners neglect regular cleaning and evaluation of the machines… and the store itself. Maintaining a clean store environment will help with a myriad of avoidable instances that can happen from time to time, such as “stuck coins” – a result of the coin drop/slide not being cleaned on a regular basis. Owners should consult with their distributor to learn the intricacies associated with their equipment.
John Smith: Unfamiliarity with service procedures leads some owners to swap out parts before really knowing what the problem is and what’s causing it. They start swapping computers or drain valves, and it may not be any of those items.
Years ago, with mechanical timer machines, whenever a machine wouldn’t advance everyone immediately thought it was the timer. Owners were replacing $400 timers, and often it was a blocked drain valve.
What are the most common equipment maintenance problems that laundry owners will typically run across?
Robert Small: Stuck coins, oversudsing, buildup around the detergent dispenser, clogged/plugged drain pumps, and buildup around the bottom of the door glass.
The solutions to these common occurrences include: cleaning the coin drop/slide frequently; incorporating signage to remind users of appropriate detergent amounts; wiping down the dispenser and door glass often; and cleaning out the pump on a regular basis.
Keith York: The most common issues are clogged lint screens. The only way to prevent such clogs is to clean the lint screens on a daily basis. Also, it may be time to replace the lint screen when splotching or uneven coverage of lint occurs; this is caused when the screen pores get clogged with softener, which restricts airflow.
Drainage is another common maintenance problem, specifically on many older mechanical timer washer-extractors. For example, if the valve was open during the fill process, the machines would continuously fill, potentially wasting thousands of gallons of water annually. Additionally, if the drain valve clogs, the machine cycles would be extended indefinitely, leading to decreased throughput and a potential revenue loss.
Another common issue involves screws in the perforations of dryer cylinders. Owners can detect this issue by listening for a scraping sound while the dryer is operating. To minimize damage, the screws should be removed immediately. If this issue isn’t caught, damage to the dryer cabinet will occur, which allows for atmospheric air to enter the cylinder and mix with the treated air.
Charles Hawkins: Regarding general safety-related maintenance, laundry owners should regularly check door interlocks on their washer-extractors and keep their dryer lint screens clean. Also, within the laundry area, it’s important to avoid lint buildup and to mop up any water. After all, a clean and safe laundry sets the proper image for both your customers and employees.
Gary Brown: Clogged drain lines are common. Other than to ensure that drains are properly installed, which includes sizing, pitch and venting, there’s little an owner can do to avoid the inevitable clogs that sometimes occur.
Leaking gaskets can lead to more serious failures over the long term. Periodic inspection and cleaning or replacement of dirty and damaged gaskets on both washers and dryers is a simple and sure-fire antidote.
Of course, corrosion or staining of exterior painted or stainless surfaces also is common. However, with just a small daily investment of time to clean up spills and to clean the exterior surfaces of new equipment, finished panels can look like new for years.
Dave Xavier: The number-issue issue, by far, is lint clogging up everything – followed by broken or worn belts, ignition issues, clogged inlet water screens and items stuck in the drain valve.
Nothing is worse than going into a busy weekend with machines down that – with a little foresight – could have been running.
John Smith: To me, the most common problems are leaking or clogged drain valves. These are followed by leaking hoses, defective door locks, jammed coin drops and torn lint screens.
Drain valves are susceptible to small items customers leave in their pockets. Signage can help by reminding people to empty their pockets.
Of course, some stores are susceptible to abuse by their customers, based on where they are located – and the maintenance on those stores could be more intense.
Russ Cooper: For all equipment, I highly recommend the installation of surge suppression, transient suppressors, as well as setting the transformer voltage at the machine properly. Failure to do so can result in damage to electronics in the equipment. This includes your coin changers and card systems.
You will always have some type of maintenance to be done on anything mechanical, but proper installation can ensure that the equipment will function as it was designed. Don’t shortcut the manufacturers’ specifications for installation. Failing to follow these guidelines can result in poor operation and long-term damage to your equipment.
On average, how much time should be spent on a store’s equipment maintenance program?
Gary Brown: On average, machine inspections take less than one minute daily per machine, and 10 minutes per machine every three months.
The best way for owners to maintain their equipment is to train qualified maintenance employees to do it, or to contract with their distributors to do it under a service contract.
Robert Small: Depending on a store’s location, size and type of equipment, the answer varies. For a large store – more than 3,500 square feet – I would say 10 to 15 hours per week. Since the equipment is directly responsible for making the store profitable, owners should spend about 20 percent to 30 percent of their time on the maintenance of both the equipment and the location. Of course, this is reduced if the store is smaller.
Dave Xavier: If you keep up with your preventive maintenance schedule and maintain the equipment properly, I suspect it’s less than 5 percent of the total time devoted to your laundry business.
Keith York: While each store is unique, in general, owners should take into account store size, the equipment mix and amount of store activity. For example, if a store generates no activity on a Wednesday, then the need to clean lint screens is minimized. Alternately, if the store was packed all day Saturday, store attendants may need to clean lint screens twice that day.
John Smith: Once owners get to three or four stores, they usually contract a service professional to maintain their equipment.
What essential parts and supplies should all laundry owners have in their inventories?
Russ Cooper: For your washers, you should have a drain valve, a water valve and replacement diaphragms, a door lock assembly, and replacement door handles. For the dryers, have on hand an ignition probe, a flame sensor, a door switch, an ignition module and replacement lint screens
Gary Brown: My list would include:
• One of each inlet valve and drain valve – or valve-diaphragm service kits.
• Water inlet screens.
• One of each gasket.
• One of each hose.
• One of each drive belt.
• Replacement for fabric lint screens for larger dryers.
• A replacement coin acceptor that fits washers and, if different, dryers.
Dave Xavier: I would have fuses, inlet water valves, a drain valve, an igniter probe, ignition modules and temperature sensors – along with door and lint drawer switches. Unless you have a large store, you should confirm the availability of computer boards with your local distributor.
John Smith: I would have common wear items on hand, such as belts, hoses, a dryer thermistor, dryer rollers for the dryer baskets, lint screens, and a door switch or two. You want to keep parts on hand that are easy to replace. If you need a belt on Saturday morning and you don’t have it, that machine is down for the weekend.
Keith York: When it comes to replacement parts, I urge all owners to go through their manufacturer to receive parts identical to those used on the assembly line. I’ve seen too many times to count that an owner decides to order parts through a third-party, only to end up replacing them multiple times.
What types of equipment maintenance and troubleshooting resources are available to today’s laundry owners?
John Smith: There are a lot of tools out there. Of course, you can go to a distributor or factory service school. It can sound a little intimidating to those new to the industry and who may not be mechanically inclined, but the machines have gotten fairly simple and they’re going to teach you the basics – you’re not going to come out of there a licensed electrician.
Also, networking with other store owners is extremely helpful in developing maintenance procedures.
Robert Small: The best resource is always an owner’s distributor and subsequent service department. Information is also available in a machine’s installation instructions or use and care guide.
Dave Xavier: Much of today’s equipment has detailed internal diagnostics, which give laundry owners a great opportunity to possibly repair their equipment. Also, if you are serious about fixing your own equipment, I recommend taking a basic electrical troubleshooting course at a local vocational school or community college.
Keith York: I would recommend owners look to their equipment manufacturer’s maintenance manuals, as well as their local distributor. Most distributors offer service schools throughout the year. These events are excellent opportunities for owners to learn basic troubleshooting for many common issues. Owners may also turn to the internet to find a particular service video or join an online forum to learn tips and tricks from peers.
Can one be successful in the self-service laundry business without being handy?
Russ Cooper: Most preventative maintenance procedures require very little mechanical skill. If these preventative procedures are followed, severe issues are few and far between. As with every business, you learn more about it the longer you are exposed to it.
Gary Brown: Yes. Many of our most successful customers are business professionals, not mechanics. They leave service and maintenance to the experts and take the cost as a business expense, while focusing their expertise on attracting customers, and growing their market share and business.
Keith York: While it may be a bit more difficult for an owner who isn’t “handy,” he or she can certainly be successful in the laundry business. Stores are operated every day by individuals who are less mechanically inclined than others, so this shouldn’t deter anyone from entering the business. My advice is that owners do only what they feel comfortable with, and recognize when it’s time to turn to an outside resource.
Dave Xavier: You can – but it offers its own set of challenges that you should consider. You need to find a service company you trust with availability to the OEM components you may require.
John Smith: The equipment has become a lot simpler mechanically than it was 20 years ago. There are a lot less parts. Electronics play a big part in the controlling of the equipment and the operations.
Having to pay a third party to repair your equipment can eat into your bottom line, especially if they’re going to charge you $80 to replace a belt that takes five minutes. Once you see that happen, you’re going to learn to put on a belt pretty quickly.
In what main ways is laundry equipment different from when you first got into this business?
Robert Small: Equipment today is leaning more toward energy efficiency. As a result, machines use less water and require less detergent and additives to perform as designed; however, this is not the perception among store patrons, who frequently add too much detergent to the dispenser. Overuse of detergent is probably the biggest problem today for machines that require less water. It also is the largest cause of buildup in the washers. If oversudsing occurs, the washer doesn’t remove enough of the lint from the load during the wash cycle, which can lead to extended dry times and a loss of turns.
Keith York: When I started in the industry, the primary washer-extractor offered was an 80 G-Force, two-speed mechanical timer with four cycles. Today’s equipment takes less electrical energy to run and consumes less water than those two-speed models.
As for dryers, the only option was a rotary drop, single-pocket tumbler with a radial heating system. This progressed to double-pocket stacks with axial airflow, and now there are stack dryers with multiple vending and control options. In the past decade alone, the equipment has changed drastically and continues to evolve each day.
Russ Cooper: Mechanical timers and relays have given way to electronic controls and variable frequency drives. Equipment has become much more efficient through the years. Water usage has dropped, electrical usage has dropped, and today’s equipment provides owners more options to offer their customers. This also means the computers that run the new machines require the same protections from surges, grounding issues and voltage noise as your desktop computer.
Gary Brown: Versatility and flexibility both have increased dramatically, making the equipment more attractive to users.
Dave Xavier: The complexity of the controls has increased – the micro-controllers monitor the individual safety devices, the motors and the water levels. In this way, the diagnostics are more precise, often identifying specific components that have failed.
Also, more laundries are getting away from coins and getting into credit cards and laundry card systems to help them manage their businesses. However, this does add another level of complexity to the store.
John Smith: The equipment today is much more serviceable. Electronics have taken over the controls of the machines – and most of those electronics have diagnostic capabilities.
They are much more efficient from a utility usage perspective. And they also enable store owners to market their stores more effectively.
What changes in equipment can laundry owners expect in the coming years?
Gary Brown: Without revealing any “engineering secrets,” I’d say that consumers should expect to see equipment that is even easier to use and more efficient, following the trend that has been taking place for the past 10 to 15 years. Owners should expect equipment that is even easier to customize and audit, to help them tailor to their local market and accurately measure their financial returns.
Keith York: Unfortunately, I don’t have a crystal ball, but if I was to take a guess I would say technology will be the lead driver of any changes that occur. It’s likely that smartphone apps will provide customers with more vending choices and more auditing information will be delivered by advanced control systems.
Russ Cooper: More pricing options will be available, along with improved management functions. You will see more ways to accept payment from customers as well. Efficiencies will continue to be enhanced.
Robert Small: Equipment will continue to become more and more energy-efficient, based on government regulations. This will require customer behavioral changes and improved usage instructions from store owners and manufacturers. As far as overall product design, I don’t see much changing in the coming years.
Dave Xavier: I foresee stricter enforcement of environmental issues, resulting in higher standards for the discharge gases and wastewater. I expect increased focus on safety, causing owners to acknowledge and clear faults such as no ignition or temperature high limits tripping. I also predict more emphasis on energy efficiency and water usage.
With safety being a high concern, I foresee safety devices being more critical. I also expect, in the near future, for it to be cost-effective for a factory representative to be able to log into your machines and diagnose problems from 1,000 miles away.
Are there any tips or “trade secrets” you can share with laundry owners to help them with the equipment maintenance aspect of their businesses?
Dave Xavier: Never oil your coin mechanisms – and use those cans of compressed air and tweezers for cleaning them.
If you hear a scraping noise, before you rip your machine apart, listen closely to where the sound is coming from and visually inspect it – often it’s just a screw or bra wire.
Use your attendants to their full extent, and hold them accountable for vacuuming out the lint compartments and cleaning out the soap buildup in the soap trays.
Look for damaged seals or gaskets, as they will reduce performance and cost you money.
Keep an eye on you washer hoses; don’t wait for them to burst before replacing them.
Robert Small: The main “trade secrets” are to rely on your distributor as a trusted resource, create a regular maintenance program based on store size and machine usage – and stick to that program – and provide the cleanest and most inviting environment for your customers. For a store to thrive, the owner must be involved with the customers and behind the scenes.
Gary Brown: If you aren’t qualified, have your service performed by someone who is, and focus on growing your business. However, if you are qualified, take full advantage of the advanced diagnostic tools that are available on equipment today, as well as the support and diagnostic resources offered by the manufacturer.
Keith York: There really aren’t any secrets. From manuals, log sheets, videos, service schools and advanced controls, owners are provided with so many resources to help maintain their equipment. It comes down to carving out time to do the work. Remember, a well-maintained piece of equipment will generate years of revenue, whereas a neglected machine will be less productive or, worse yet, “out-of-order.”
John Smith: Maintain a log book with each machine listed – model, serial number, date the problem happened, what the problem was, what you did to fix it.
Having a written history of your store is tremendous when it comes to maintaining it. It’s a great way to identify frequent repairs on the equipment.
Russ Cooper: Doing routine maintenance on your equipment certainly is not fun, but neither is having a machine down when you need to have it making money.
The secret is that there is no secret – just schedule your maintenance and do it regularly.
