Building a Positive Workplace Culture in Your Laundromat
Since I started consulting in 2005, I’ve heard a common sentiment among business owners and executives:
“I just want people who work.”
And why wouldn’t a business owner want this? After all, human capital theory states that the value of organization stems from the economic value of workers’ skills and experience. Organizations do not own this value; they borrow it. As long as the worker no longer works within the organization, that organization does not benefit from the knowledge, skills, and abilities of the absent worker. In short, companies seek to gain and retain talent that helps increase value and grow profits.
According to Gallup, only 33 percent of employees in the U.S. actively engage in their work, with 51 percent not engaged and 16 percent actively disengaged. Furthermore, 49 percent actively seek new jobs as they work.
Employees report that they feel unsupported. Conversely, ManpowerGroup reports that 75 percent of employers feel they support Gen Z employees and 73 percent feel their employees have the skills and experience needed for their jobs. The disparity between employee sentiment and employer perception illustrates the need for employers to feel they have the support of their workplace or they will not perform due to a lack of engagement.
In the highly service-driven world of laundromats, corporate culture often becomes a secondary concern compared to equipment maintenance or customer satisfaction. However, creating a positive work culture can lead to better employee retention, enhanced customer service, and improved profitability. Laundromat owners and managers who understand and foster a healthy organizational culture can position their enterprise for growth through a competitive advantage. This article explores the key components of a positive work culture and provides actionable steps for laundromat owners to build a thriving workplace.
Psychological Safety: The Foundation of Positive Workplaces
Psychological safety, as defined by Amy Edmondson, is the shared belief that a workplace is safe for interpersonal risk-taking. Employees who feel psychologically safe will likely voice concerns, suggest improvements, and collaborate effectively providing much-needed feedback. In a laundromat setting, this could mean a team member feels comfortable pointing out a malfunctioning dryer or proposing a new way to streamline operations without fear of ridicule or reprimand.
Building psychological safety starts with managers and owners modeling open communication. Through active listening, validating concerns, and avoiding punitive reactions to mistakes, leaders can nurture organizational citizenship behaviors, which can establish healthy and psychologically safe cultures. For laundromat owners, ensuring employees know their voices matter fosters trust and collaboration.
Schein’s Model of Culture: Digging Beneath the Surface
Edgar Schein’s cultural iceberg model provides a valuable framework for understanding and shaping workplace culture. According to Schein, culture has three levels:
- Assumptions: The deeply held beliefs that underpin the organization’s culture. For example, in a laundromat, there might be an assumption that “employees are here to support customers” or “cleanliness is paramount.”
- Espoused Values: The declared values that derive from the assumptions. For instance, valuing cleanliness could translate to espoused values like punctuality in cleaning routines or a commitment to quality service.
- Artifacts: The visible and tangible elements of culture, such as signage about employee policies, uniforms, or the way staff interact with customers.
Owners and managers can use this model to evaluate their current culture. Are the artifacts (visible behaviors) aligned with espoused values and assumptions? If not, laundry owners may wish to reassess and realign these layers.
Create a Vision for a Positive Work Culture
Every successful cultural transformation begins with a clear vision. From John Kotter’s “Leading Change” to Jim Collins’ “Good to Great” to Simon Sinek’s “Start With Why,” a vision statement readies the workplace to align to the desired functioning and healthy culture. A laundromat owner might envision a workplace where employees feel valued, customers receive outstanding service, and operations run smoothly because of high morale and strong teamwork. WRITE THIS DOWN AND SHARE IT! Communicate the vision through team meetings, signage, and one-on-one discussions. A positive culture does not just affect the bottom line – it creates an environment where employees feel their contributions matter.
Set SMART Goals: Challenging and Motivating
To drive meaningful cultural change, laundromat owners should set SMART goals:
- Specific: Define clear objectives (e.g., “Increase team collaboration by hosting monthly team meetings.”)
- Measurable: Use metrics to track progress (e.g., “Measure employee satisfaction through quarterly surveys.”)
- Achievable: Ensure goals are realistic but not overly simple.
- Relevant: Align goals with the vision of a positive culture.
- Time-bound: Set deadlines (e.g., “Implement new onboarding practices by the end of Q2.”)
Drawing from Angela Duckworth’s research on “Grit,” these goals should not consist merely of easy-to-achieve “gimme” tasks. Instead, they should challenge and push employees to grow. Challenging goals foster resilience, a hallmark of grit, as employees learn to succeed through adversity. Overcoming obstacles toward these goals builds their confidence to tackle even more ambitious objectives.
This concept aligns with Stoic virtues discussed by Ryan Holiday, particularly courage and discipline. Challenging goals require courage to face potential failure and discipline to persevere. These virtues, when embedded into the culture, encourage employees to approach difficulties with determination, seeing them as opportunities to grow rather than obstacles to avoid.
The Benefits of a Positive Work Culture
A positive work culture in laundromats yields numerous benefits, including:
- Improved Employee Retention: Happy employees are less likely to seek other opportunities.
- Enhanced Customer Satisfaction: Employees who feel valued are more likely to provide excellent service.
- Operational Efficiency: A harmonious workplace minimizes conflicts and maximizes productivity.
- Brand Reputation: A laundromat known for treating employees well attracts both customers and top talent.
Fostering a Learning Culture
A learning culture emphasizes growth, encouraging employees to develop leadership skills and pursue career goals; it improves and increases human capital. Providing training opportunities – even in an industry as specialized as laundromats – can lead to a more engaged and skilled workforce. For example, teaching employees to troubleshoot basic machine issues or handle customer complaints more effectively empowers them while reducing management burden.
The Role of Perceived Organizational Support
POS doesn’t just refer to “point of sale,” or how I referred to my “beater” car in 1990s. Perceived Organizational Support, or POS, can create and maintain a loyal workforce. Employees thrive when they believe their employer genuinely cares about their well-being. Employers can demonstrate support through small acts of appreciation, such as recognizing employees’ hard work or providing flexibility when needed.
For laundromat managers, ongoing training on leadership and employee support can significantly enhance POS. Managers should learn how to:
- Provide constructive feedback.
- Show empathy during challenges.
- Recognize and reward achievement.
Employees who feel treated justly are more likely to contribute positively to the workplace culture.
Creating a positive work culture in laundromats is more than altruism. It benefits employees, customers, and the business as a whole, providing immense returns on a small investment into the people who work in the laundry industry. By fostering psychological safety, aligning culture through Schein’s model, starting with assumptions and values shared in a vision statement, setting SMART and challenging goals, and building a learning culture, laundromat owners can create a thriving environment that drives success. A focus on perceived organizational support ensures employees feel valued, leading to better retention and higher morale.
Start small, be consistent, and watch as your positive work culture transforms your laundromat into a standout workplace and community hub.
