On the Front Lines with Some of the Laundry Industry’s Leading Store Managers
In an industry once dominated by unattended, self-service operations, the role of store managers in laundromats has never been more critical. As laundries evolve into full-service businesses offering wash-dry-fold, pickup-and-delivery, and other customer-focused amenities, skilled managers are essential to ensuring smooth operations. From maintaining equipment and managing staff to enhancing the customer experience and optimizing profitability, today’s laundromat managers play a pivotal role in a store’s success.
This shift is driven by increasing competition and changing consumer expectations. Customers now seek convenience, quality service, and a welcoming environment – factors that require hands-on leadership. A strong manager can turn a laundromat from a simple utility into a thriving community hub, fostering customer loyalty and maximizing efficiency. As the industry continues to grow, investing in skilled store managers is no longer optional – it’s a necessity.
This month, a number of the top laundromat managers in the U.S. share their day-to-day challenges, what they enjoy most about their jobs, what it takes to be successful in today’s laundry industry, and more:
Eric Acheampong
Laundry House – Brooklyn, N.Y.
Years as a Laundromat Manager: I’ve been managing Laundry House for two years. Before that, I worked here when it was Oceanview Laundromat for 15 years.
What led you to eventually becoming a store manager?
Nearly 20 years ago, after completing my education, I moved from Ghana to the United States with almost nothing. At first, I worked in retail. Then, I landed a job at Oceanview Laundromat and remained there for 15 years. When Laundry House bought and renovated the location, they kept me on and promoted me to manager after reopening.
What are your main responsibilities in a typical day at the laundromat?
My job is to make sure everything at Laundry House runs smoothly and effectively. I handle employee schedules, check that all equipment is working, and organize repairs, if needed. Every day, I make sure the laundromat is extremely clean, the supplies are well-stocked, and our prices remain competitive. I also build strong relationships with suppliers and local groups within our community.
What’s your favorite part of the job?
I enjoy the connections I’ve built with our customers. Many know me by name and even call my personal phone if they need anything. It feels great knowing I’ve made Laundry House a comfortable and friendly place for them.
What’s something people would be surprised to learn about your job?
People might be surprised by how much work happens behind the scenes to keep everything running smoothly. Managing schedules, pricing, inventory, and dealing with daily issues require a lot of effort. More importantly, solving customer issues. There’s more to running a laundromat than many people realize.
Describe the craziest day you’ve had while working at the laundromat.
A sudden plumbing issue threatened to shut down the laundromat, creating a stressful situation. Fortunately, my connections with reliable local plumbers allowed us to resolve the problem quickly. Our customers took notice, praising us for handling it calmly and efficiently.
If you could change one thing about the store you manage, what would that be?
I wish we had more washers and dryers. Laundry House has become so popular that, at times during peak hours, some customers have to wait. Adding more equipment would help alleviate that issue.
What does it take to be successful laundry manager?
Personally, being part of this community for nearly two decades helps me genuinely connect with customers. I understand their needs, expectations, and how to resolve customer service issues effectively. Also, my commitment to cleanliness, honesty, and hard work helps me give our customers a great experience.
Gina Daniels
Wash & Spin Coin Laundry – Atlanta
Years as a Laundromat Manager: Seven years
What led you to eventually becoming a store manager?
After working as an attendant at the laundromat for a year, I was offered the manager position. I currently manage three Wash & Spin locations – in Stonecrest, Conyers, and Covington.
What are your main responsibilities in a typical day at the laundromat?
On a typical day, my main responsibility is to support our attendants at the laundromat. I ensure they have the necessary supplies, assist with customer service issues, and make sure everything runs smoothly and efficiently.
Personally, what do you consider to be your most important job within the company?
My goal is for every customer visiting one of my locations to have a great experience. Currently, we’re maintaining about a 95 percent customer satisfaction rate, which is great – but I want to help us reach 100 percent.
What do you consider to be the toughest part of your job?
The toughest part of the job is hiring attendants. I remember a young woman walking into the laundromat, looking around, and saying, “This job looks easy. It seems like all you do is sweep.”
But there’s so much more behind the scenes. Our attendants do an excellent job with customer service and maintaining the cleanliness of the laundromat. When new employees are trained, they’re often surprised by how much work is actually involved.
What’s your favorite part of the job?
My favorite part is interacting with customers. I enjoy walking into the laundromat and seeing our attendants engaging in conversations with our customers. The smiles and good energy is what I enjoy most.
What’s something people would be surprised to learn about your job?
They might be surprised that we have a retirement plan.
Describe the craziest day you’ve had while working at the laundromat.
Every year, around Thanksgiving, we host a turkey giveaway and a Free Laundry Day on the same day. The turkeys go quickly, but Free Laundry Day is a whirlwind. We get swamped with people bringing in bags and bags of laundry. It’s like condensing an entire eight-hour shift into just two hours. While it’s hectic, it feels great to give back to the community each year.
What does it take to be successful laundry manager?
It requires patience, being a good listener, being supportive, having respect for others, and being encouraging.
Nancy Duff
Mattapoisett Laundromat – Mattapoisett, Mass.
Years as a Laundromat Manager: 13 years
What led you to eventually becoming a store manager?
I started my career as a part-time attendant, moved on to working 40-hour day shifts, and then was asked to take over as a manager. I’ve actually been working at Mattapoisett Laundromat for a total of 20 years.
What are your main responsibilities in a typical day at the laundromat?
My main responsibilities include scheduling, ordering supplies, customer service, answering staff questions, reporting any issues that need to be addressed with the owner, and just maintaining the overall health of the store.
Personally, what do you consider to be your most important job within the company?
My most important jobs are hiring the best employees, training, and scheduling. It sounds simple, but it’s so important to be surrounded by a great staff.
What do you consider to be the toughest part of your job?
The toughest part of my job can be finding the best co-workers and, at times, having to let go of someone who is not the best fit for this business.
What’s your favorite part of the job?
No two days are ever the same. My favorite parts of the job include checking off tasks from my daily to-do list and teaching someone something new – then seeing the moment it truly clicks for them.
As an attendant, I also love the satisfaction of taking a tangled mess of wash-dry-fold laundry and transforming it into a clean, perfectly folded masterpiece. But the absolute best part? Hearing customers rave about how spotless our laundromat is and how helpful and kind our employees are.
What’s something people would be surprised to learn about your job?
It’s perhaps surprising how much time and energy goes into making sure attendants are being efficient with which machines they select and that there are actual formulas to guide those decisions. People also might be surprised by the amount of information gathered from weekly reports to help run our store.
Describe the craziest day you’ve had while working at the laundromat.
Just last week, someone nearly drove their car through our storefront. Another incident that stands out is when a frustrated customer, unhappy with her life, decided to pour an entire jug of liquid detergent all over the floor, covering the entire store.
What does it take to be successful laundry manager?
You need to surround yourself with the best teammates. A patient yet firm hand and the ability to make decisions on the fly also are important traits. Strong communication, good listening, and the ability to cheer on your teammates are what makes for a great work environment for all involved. I’m grateful to be entrusted with this fun, ever-changing position.
Sarah Esparza
Laundry Luv –Abilene. Texas
Years as a Laundromat Manager: Three years
What led you to eventually becoming a store manager?
I began my career in child care. At Cisco College, I pursued an associate’s degree in child development while gaining experience at various childcare centers for nearly 13 years. Additionally, I spent two years working for the Abilene Independent School District.
Seeking a change, I transitioned out of the childcare field and joined Laundry Luv in January 2020. I started as an attendant, then advanced to assistant manager, and eventually became manager when the store’s previous manager moved to oversee our San Angelo location. I’m grateful to Laundry Luv for believing in me and giving me the opportunity to lead the store.
What are your main responsibilities in a typical day at the laundromat?
On a typical day, my main responsibilities include ensuring that both our customers and the facility are cared for in a timely manner. I make sure all machines are running smoothly and strive to provide an excellent experience for every customer who visits our facility.
Personally, what do you consider to be your most important job within the company?
I believe the most important job within the company is making sure our customers leave feeling satisfied and safe – and knowing that when they return they will have the same experience every time.
What are the most common, day-to-day challenges you face at the laundromat?
The most common challenges are when equipment goes down. We can fix some of the machines on the spot, but then we get the situations where we have to wait for parts to arrive or someone more experienced to fix the problem.
What’s your favorite part of the job?
My favorite part of the job is meeting new people. We get some really interesting visitors – once, a group of Australian storm chasers stopped by to do laundry, and we’ve also hosted two busloads of band students on two separate occasions, which was an amazing experience. Then there are the regulars, who become more than just customers – they turn into friends, and sometimes even feel like family. I love seeing them chat with one another as if they’ve known each other forever.
Describe the craziest day you’ve had while working at the laundromat.
The craziest day I can remember was when a coworker called to tell me our pipes had burst behind the large washers, sending water spraying everywhere. I had just taken over the laundromat and had no idea where to shut off the water. In a panic, I called for help.
After some scrambling, we finally got the water turned off, but we lost two rows of washers until the plumbers could come in and replace the pipes. Looking back, it was almost comical – there we were, running around trying to shut off the water, keeping customers from slipping or getting soaked, and making sure we didn’t have any electrical issues – all at the same time.
If you could change one thing about the store you manage, what would that be?
If I could change one thing about our store, it would be preventing people from removing others’ laundry from the washers and dryers. I’ve had several customers complain about their clothes being taken, and unfortunately, there’s often little I can do. I always advise them not to leave their laundry unattended, but even then, theft still happens – sometimes while the owner is sitting right in the building.
What does it take to be successful laundry manager?
Having a strong team is essential. I was fortunate to learn from two of the best managers, Clay Williamson and Alexandra Esparza, who set me up for success. They provided a solid foundation for me to build on, and it’s incredibly reassuring to know that whenever I need advice or help with a situation, they’re just a phone call away. I don’t know where I’d be without them.
Beyond them, I also have others I may not see often, but I know I can count on for support whenever I need it. And, of course, there’s my team – the backbone of daily operations. To succeed, you need people who step up, ensure everything runs smoothly, and provide excellent customer service. Without that, success isn’t possible.
I’m also grateful for my incredibly supportive family. They understand that working late is part of the job, and their patience and encouragement mean the world to me. My husband and children are a big part of my success, always there to lift me up and keep me grounded when work becomes overwhelming.
Craig Holloway
Tampa Laundry Company – Tampa, Fla.
Years as a Laundromat Manager: Five years
What led you to eventually becoming a store manager?
My professional and educational background includes seminary training, which led to serving as a church leader for several decades. Realizing that this role would eventually run its course, I began looking for a new way to invest my time, my talents, and energy in the service of others.
What are your main responsibilities in a typical day at the laundromat?
I oversee the operations of the laundromat, along with the supervision of personnel, and the scheduling of work to ensure efficiency and quality.
Personally, what do you consider to be your most important job within the company?
My most important job is working alongside our owner to bring the company’s vision, goals, dreams, aspirations, and potential to fruition. It’s problematic for any company to have a goal for success, but no action plan to achieve that goal.
What do you consider to be the toughest part of your job?
The toughest part of being a laundry manager is conflict resolution – finding a solution that satisfies a dissatisfied customer. Some unhappy customers will leave you with an unwelcome but sometimes necessary gift: a negative review.
Much of the daily work becomes routine, and it’s easy for a team to fall into a comfort zone, losing focus on the details. A bad review, while unpleasant, serves as a valuable reminder that there’s always room for improvement. It pushes us to refocus and grow. That’s why I see it as a gift.
Handling upset customers can be challenging, but it’s in these moments that a manager must think critically and find a win-win solution. At the end of the day, a dissatisfied customer is our competitor’s best prospect, so it’s our job to turn the situation around.
What’s your favorite part of the job?
I love being part of an industry that provides an essential service. No matter what’s happening in the world, people will always need clean laundry.
We put a tremendous amount of time, effort, and energy into customer service, and there’s nothing more satisfying than hitting our target. But we don’t just aim to please – we strive to amaze. The best part is when our relationships with customers go beyond transactions, evolving into friendships or even feeling like family.
Describe the craziest day you’ve had while working at the laundromat.
Recently, our area was hit by back-to-back hurricanes – an unprecedented event that left countless people with nothing. While many laundromats in the surrounding areas were forced to shut down for weeks, our location remained unaffected.
As a result, we were overwhelmed with an unprecedented influx of laundry. Our regular customers arrived with contractor-sized trash bags full of wet clothes, and many others from nearby laundromats, now out of service, did the same. It was a volume of laundry unlike anything our company had ever experienced.
What does it take to be successful laundry manager?
First and foremost, you must have a passion for what you do and be fully committed to your role as a manager. If you’re only going through the motions or simply working for a paycheck, it won’t take long for others to notice. Without true dedication, you’ll be tempted to take the easy way out when challenges arise.
Successful managers don’t settle for mediocrity – they strive for excellence in every aspect of their responsibilities. They are detail-oriented and make a habit of continuously educating themselves about the laundry industry. This must be intentional. Staying relevant means keeping up with the latest trends, innovations, and technology. If you don’t adapt to changing times, you’ll quickly fall behind. Instead of making headlines for success, your laundromat will become yesterday’s news – or, in more fitting terms, a complete “washout.”
Crystal Jimenez
Sunshine Laundry Express – Vero Beach, Fla.
Years as a Laundromat Manager: Four years
What led you to eventually becoming a store manager?
I’ve worked for Sunshine Laundries for 11 years. I’m also currently enrolled in business school – so, when the opportunity presented itself to take on more responsibility, I was eager to do so.
What are your main responsibilities in a typical day at the laundromat?
My responsibilities include managing day-to-day operations at all eight locations, communicating with customers and vendors daily, diagnosing and reprogramming machines, and scheduling staff.
What’s your favorite part of the job?
I love assisting others and ensuring their satisfaction. I enjoy collaborating with the attendants and observing as they prosper. I like providing our customers with a pristine environment and a premier laundry experience.
What’s something people would be surprised to learn about your job?
There are several behind-the-scenes aspects beyond what customers see. As a manager, my responsibilities expanded from customer communications to areas like responding to emails, addressing IT issues, and interacting with contractors. Overall, I’ve gained valuable insight into the inner workings of operating a laundry service business.
Describe the craziest day you’ve had while working at the laundromat.
I’ve had some pretty unusual days working here. One that stands out happened a few years ago. I arrived at our 24-hour location at 7:00 a.m. to find a woman locked in the restroom, refusing to leave. I had to call the police, who ended up forcing her out. Once they got her out, we discovered drugs scattered all over the floor, with some even hidden behind the washers. I had to close the store for about two hours that day while we cleaned up. It was definitely an experience I’ll never forget.
If you could change one thing about the stores you manage, what would that be?
I’d build a Starbucks next to each one. Seriously, I wouldn’t change a thing.
What does it take to be successful laundry manager?
A successful laundry manager should be a strong communicator, have empathy, and the ability to delegate tasks. They should have a clear vision and want what’s best for the business. Lastly, they should ensure their team feels supported and motivated to achieve goals.
Ann Marie Pastro
BlueWater Wash Laundromat – Wilmington, Del.
Years as a Laundromat Manager: Two years
What led you to eventually becoming a store manager?
I worked as a registered nurse for 32 years. Then, my husband was ready to do what he’d been talking about for years – open a laundromat. And I said, “Count me in!”
What are your main responsibilities in a typical day at the laundromat?
My main responsibilities are to have my finger on the pulse of what’s happening that day and week. Our WDF business has become quite busy – I oversee these orders to ensure there are no mistakes and that our process is being followed properly. I’m known to be quick to coach as needed, and to compliment and reward when deserved. I find myself out on the floor quite a bit – helping new customers, sweeping up, and wiping down machines. I also manage inventory, including our vending machines. I resolve daily issues, including staff conflicts and customer concerns. And, lastly, I interview and train new staff, alongside the other two owners.
Personally, what do you consider to be your most important job within the company?
My main contribution to BWW is maintaining and improving our processes, while leveraging my organizational skills from my nursing career. Secondly, I emphasize the value of teamwork by working alongside the staff and performing the same tasks they do.
What are the most common, day-to-day challenges you face at the laundromat?
The daily challenges vary. It could involve managing an upset customer, addressing vehicles parked in the fire lane outside our door, or requesting a loitering individual to leave. Many times, it’s customers leaving and not returning when their machines are finished, causing a backup. The specifics depend on the day.
What do you consider to be the toughest part of your job?
The hardest part is finding and hiring the right people. We’ve had candidates go through our two-hour training, only to not show up on the first day. Call-outs and covering last-minute vacancies also are challenging.
What’s your favorite part of the job?
My favorite part of managing the laundromat are the customers. I know many of them by name and love talking to them. I also enjoy helping and teaching new customers. The positive feedback I receive from them about our facility and our staff is priceless.
Describe the craziest day you’ve had while working at the laundromat.
The craziest day I’ve ever had here is, honestly, any given Sunday. With 60 washers and 52 dryers, customers still end up waiting for machines to free up. On Sundays, we’re juggling whose machine is finished, who is waiting, and helping customers find empty machines. We feel like air traffic controllers on those days.
If you could change one thing about the store you manage, what would that be?
I’d increase the number of 80-pound washers and add an additional six to 10 75-pound dryers to help meet the demand.
What does it take to be successful laundry manager?
It requires being present and observing on-site. Roll up your sleeves and get your hands dirty. Show the staff you care, and they will reciprocate. Recognize and reward employees for their performance. Effective communication between management and staff, as well as among staff members, is essential.
Carol Vadnais
Vallejo Wash N Dry – Vallejo, Calif.
Years as a Laundromat Manager: 21 years
What led you to eventually becoming a store manager?
I held a CNA nursing license for 20 years and was a licensed tax preparer for three years when I fell into this job. I’d been a customer for some time, and the manager at the time saw me picking up and cleaning all the time as I waited for my clothes. They approached me with a job offer, and the rest is history.
What are your main responsibilities in a typical day at the laundromat?
My day starts with checking on the laundry early in the morning to make sure everything is in order. I complete a regular inventory of our janitorial supplies and vending supplies. We have a full-time staff, and I manage the schedules to make sure all our hours are covered. Also, I take any calls and help customers with any issues that may arise. After that, I work the floor to keep the store clean, and make sure the machines are operating properly and our customers are happy.
Personally, what do you consider to be your most important job within the company?
The most important job for a laundry manager is customer relations and making sure customers feel welcome. Anyone can keep a laundry clean, but I try to make sure our customers have a good experience while doing their washing. We have a diverse group of customers, and we’re proud that our staff makes everyone feel at home.
What do you consider to be the toughest part of your job?
The toughest part of my job is dealing with the homeless and those with substance-abuse issues coming into the store. Also, there’s a language barrier with some customers, since we have at least three different languages spoken in our market. We use our phones to help translate simple problems, but sometimes it can be difficult to resolve larger issues.
What’s your favorite part of the job?
My favorite part of the job is meeting new people and building lasting relationships. I’ve literally watched people grow up and create their own new families through the years. We’ve shared life stories together.
What’s something people would be surprised to learn about your job?
Two things about me that surprise our customers is the length of time I’ve worked at the laundry and the fact that I repair the machines. I work on the equipment and typically can fix most problems in less than an hour.
Describe the craziest day you’ve had while working at the laundromat.
Working in a laundromat in an urban area means you see some wild things. A few years ago, an illegal gambling operation moved into a nearby space in our shopping center, turning our parking lot into a hotspot for drugs, prostitution, and even a shootout.
Thankfully, we worked with the police and state gaming officials to shut it down and restore safety to our parking lot. The whole ordeal ended with SWAT teams raiding the gambling operation—and I had a front-row seat, watching it all unfold from the front of our laundromat.
If you could change one thing about the store you manage, what would that be?
If I could change one thing about our laundry, it would be to increase the size. Sometimes, when it gets busy, it can be hectic for the customers.
What does it take to be successful laundry manager?
You must make customer service a priority, be willing to do the same work as your staff, and have your employees’ backs when difficulties arise with customers.
Vanessa Vargas
Laundry Genius – Everett, Wash.
Years as a Laundromat Manager: Two years
What led you to eventually becoming a store manager?
I studied psychology at Washington State University and then later at UW-Bothell. However, during the pandemic and subsequent lockdown, I decided to put my degree on hold. That decision ultimately led me to a job at Laundry Genius as an attendant.
Not long after, I started taking on more responsibilities at the store, which eventually led to me to be promoted to store manager.
What are your main responsibilities in a typical day at the laundromat?
On a typical day, my main responsibilities include maintaining the washers and dryers – everything from cleaning the water troughs to ensuring the dryer wheels are in top condition. Machine upkeep and cleanliness are crucial daily tasks.
I also make sure we have a full staff on shift to ensure smooth openings and closings. We take great pride in always having an attendant on duty to assist customers whenever needed.
Customer service is another key part of my role. I strive to create a welcoming and safe environment for everyone who walks through our doors. I’m honored to work with a team that upholds this standard and makes our laundromat a friendly, comfortable space for all.
Personally, what do you consider to be your most important job within the company?
I believe communication is the most important part of my role. Through conversations with customers, I’ve gained valuable insights about laundry and have been able to relay that information. Strong communication within our staff keeps us operating smoothly every day, while open discussions with my boss and the owner have helped us expand on ideas and build an exceptional laundromat.
What are the most common, day-to-day challenges you face at the laundromat?
One that comes to mind is customer service, particularly when it comes to handling personal laundry. Everybody has their own way of doing laundry – the soaps they prefer, how they separate their clothes, or how full they like the washers to be. I don’t always have the perfect answer, but it’s a continuous learning process.
What do you consider to be the toughest part of your job?
The toughest part of my job is setting personal boundaries. I meet and interact with so many people, and I naturally build connections and friendships with customers. While this isn’t a bad thing, as the store manager, it can sometimes be challenging when people take my kindness for granted. The environment here is so comfortable that it’s easy to forget I’m at work.
What’s your favorite part of the job?
What I enjoy most is the environment I’m part of. Not only am I managing a laundromat, but I’m also constantly learning – socially, personally, and educationally. I genuinely look forward to coming to Laundry Genius every day.
What does it take to be successful laundry manager?
I believe self-discipline and a good personality are essential. As a manager, you are the face of the store, and whether things are going well or not, customers want to see the manager. Having a positive attitude and the ability to not take things personally have been some of the most important strengths I’ve developed. When you carry these traits, the job becomes both easier and more enjoyable.
