Technology, Design, and a Strong Focus on the Customer Have Set a New Standard for Store Amenities
It’s no secret that today’s successful laundromats are embracing customer-centric amenities that transform what was once a mundane chore into a convenient, even enjoyable experience. From free Wi-Fi and comfortable seating areas to coffee bars and children’s play zones, these spaces are being reimagined as community hubs where customers can multi-task, relax, or socialize while waiting for their laundry to finish. This shift reflects broader trends in customer experience, where businesses aim to add value and differentiate themselves in competitive markets.
The focus on creating a better laundromat experience goes beyond amenities; it includes adopting user-friendly technology and thoughtful design. Mobile apps now let customers reserve machines or track their laundry’s progress, while energy-efficient equipment ensures a faster, greener wash. Clean, well-lit facilities with modern aesthetics are becoming the norm, offering a welcoming atmosphere that appeals to a diverse clientele. By prioritizing comfort, convenience, and innovation, laundromat owners are not only enhancing customer satisfaction but also redefining the role of the laundromat in the community.
Here’s a look at how some leading store owners are changing the game in their markets:
Bruce Westfall
Big Kahuna Ozone Laundry
Newark, Ohio
Customers today are looking for more than functionality in their laundry experiences – they want modern facilities that align with the level of service and atmosphere they encounter in other parts of their lives. Traditional perceptions of laundromats as dreary and outdated no longer resonate. Instead, our vision for Big Kahuna Laundry centers on creating vibrant, inviting spaces where people feel welcomed and valued.
This focus on modernization has influenced everything we do. From strategically selecting locations near major shopping hubs like Kroger and Walmart to designing facilities with features like double-wide automatic doors, we’ve built an experience that customers can’t help but rave about.
At Big Kahuna Laundry, we go beyond washers and dryers to deliver a standout customer experience. Our facilities are packed with thoughtful amenities and features:
• Branded Mobile App: Our custom-branded app provides full account control, machine availability tracking, and seamless payment options, all under the Big Kahuna brand.
• Bright and Inviting Spaces: Large windows and bright lighting create a welcoming atmosphere, complemented by cheerful music playing through a commercial-grade sound system.
• Free Wi-Fi and Charging Stations: With bars, tables, and charging ports, customers can stay connected and productive while they wait.
• Entertainment for All Ages: Arcade games that are regularly updated add an element of fun, while state lottery machines and Keno monitors provide entertainment for adults.
• Specialized Equipment Settings: Custom settings for comforters, shoes, and more cater to unique laundry needs.
• Attention to Detail: Anti-fatigue mats at folding tables, spotless cleanliness, and fully operational machines within 12 hours of an issue exemplify our commitment to customer comfort and efficiency.
• Ozone Technology: A game-changer in laundry, ozone systems provide superior cleaning and odor removal. This innovation is central to our brand message, setting us apart in the market.
Our full-service offerings, including wash-dry-fold and free delivery, cater to customers seeking convenience. While Big Kahuna is still establishing its walk-up full-service kiosks, our partnership with HappyNest at another location has already proven the potential for route-based services.
As we expand these services, our focus remains on friendly, uniformed employees and an experience that feels personalized and easy to use.
The laundry industry has come a long way since I entered it 22 years ago. Over the past decade, advancements in payment options, app integrations, and modern machine designs have changed the game. Bright LED lighting and thoughtfully designed vending areas are now standard in successful stores. These changes align with our mission at Big Kahuna: to create a fresh, modern, and refined laundry experience.
Convenience and choice are the future of laundry. At Big Kahuna Laundry, we’ve made it our mission to change the way people perceive and experience laundry. From the moment customers step through our automatic doors into a bright, cheerful, and spotless space, they know they’re in for something different.
Joe Dan Reed
Splash ’Em Out Laundromats
Lexington, Ky.
In today’s market, customers expect a seamless, efficient, and technologically advanced experience. Gone are the days of coin-operated machines in dingy, poorly maintained spaces. Instead, people seek professional, refined facilities that keep pace with advancements in other industries.
This shift has influenced every aspect of our business. From implementing cutting-edge technology to streamlining operations, we focus on delivering a superior experience that matches the expectations of our increasingly tech-savvy customers.
We’ve introduced several state-of-the-art features to address customer needs, improve efficiency, and create a memorable experience:
• AI Phone System: Our AI-powered phone system is a game-changer. Answering within two rings, it provides accurate, professional responses to customer inquiries, ensuring consistency and freeing our staff to focus on essential tasks like cleaning and processing wash-dry-fold orders. This system eliminates missed calls and maintains the level of professionalism we strive for as a business.
• Smart Laundry Lockers: Customers love the convenience of our smart laundry lockers. By scanning a QR code, they can drop off their items without needing to interact with staff. Notifications keep them informed when their laundry is ready for pickup, simplifying the process and allowing us to streamline operations with fewer shifts.
• Automatic Door Locks: Our automatic door locks ensure the store opens and closes on schedule without relying on an attendant. Customers appreciate the reliability, and we benefit from enhanced security and peace of mind. No more lost keys or delayed openings.
• All-Card Payment System: The move to an all-card payment system has been a hit with our customers. Without the hassle of lugging around quarters, they enjoy the convenience of managing balances online and checking machine availability remotely. Registered cardholders benefit from random credits and instant refunds in case of machine issues, further enhancing their experience.
Since entering the laundry industry, our focus has shifted from basic functionality to customer-driven enhancements. Adding card systems, smart lockers, and PUD services has positioned us as a tech-forward and professional operation. Customers want businesses to evolve alongside them, and the old-school laundromat is quickly becoming a relic of the past.
The future of the laundry industry lies in artificial intelligence. We’ve already integrated AI into our phone system, setting a new standard for professionalism and efficiency. As more businesses adopt AI, customers will come to expect these advancements as part of their laundry experience.
Additionally, AI has paved the way for greater operational efficiency, enabling features like dynamic pricing, predictive maintenance for machines, and personalized customer interactions.
By embracing technology, focusing on customer needs, and fostering a professional environment, we’re reshaping how people view and experience laundry. From our innovative amenities to our seamless processes, we’ve created a modern, customer-centric space that turns a routine task into a refined experience.
Sarah Macken
Southern Suds Laundromat
Newberry, S.C.
As one of the first laundries in the area to offer mobile payment options, we recognized early on the transformative power of technology. Our customers quickly embraced the ease of payment, notifications for completed cycles, and the convenience of cashless transactions. This successful adoption solidified our commitment to integrating modern solutions into our business model, shaping every decision as we continue to grow.
Shifting to a customer-centric, tech-forward approach has been key for us. By prioritizing innovation, we’ve demonstrated that even in rural communities, people are eager to embrace new technologies when they enhance convenience and efficiency.
We’ve also made significant investments in creating a comfortable, enjoyable space for our customers. Beyond reliable washers and dryers, we’ve introduced several standout amenities that resonate with our community:
• Modern Payment Systems: We accept cash, debit and credit cards, and even EBT payments. Our customers appreciate the flexibility and seamless user experience.
• Kid-Friendly Zone: Parents rave about the dedicated Kids Corner we’ve created, complete with toys, books, and a TV playing children’s programming. It provides much-needed entertainment for kids and a rare moment of respite for busy parents.
• Customer Promotions: After a retool, we launched a “Double Your Money” promotion, delighting customers with loyalty card bonuses. Promotions like these encourage repeat business and foster goodwill and excitement within the community.
• Community Engagement: We’ve hosted food trucks during warmer months and raffled off gift cards during the holidays, creating a sense of connection with our customers. These events help foster a welcoming, social atmosphere that sets us apart.
Since opening, we’ve continuously refined our space to better serve our customers. We’ve added extra seating, more folding areas, live plants, improved traffic flow, and better parking lot lighting, all to prioritize their comfort and safety. Arcade machines and vending options provide entertainment and refreshments, ensuring our customers have everything they need during their visits.
We believe the future of laundry lies in smart technology and a personalized customer experience. That’s why we’re preparing to meet these expectations with machine customization and remote assistance capabilities, ensuring our customers enjoy a seamless experience even when staff members aren’t on-site.
Beyond technology, our hospitality-driven approach is what truly sets us apart. By building relationships with our customers, learning their names, and engaging in their lives, we’ve fostered loyalty and strengthened our bond with the community.
We’re proud that our laundromat is proof that even in rural areas, businesses can thrive by adopting modern amenities and focusing on customer relationships. By combining cutting-edge technology with thoughtful, community-driven initiatives, we’ve redefined the laundry experience, creating a space that is as welcoming as it is efficient.
Tony Kahan
Tide Laundromat
Chicago
My brother, Richard, and I launched Friendly Wash in 2006, determined to create a welcoming, high-quality laundromat. Over the next 13 years, we opened three more stores and became fascinated with finding ways to enhance our services and develop a vertically integrated laundry business.
In partnership with Tim Daugherty, our director of operations, we took a bold step into the digital era by launching Chicago’s first independent on-demand laundry service with Starchup. This leap not only modernized our business but introduced us to commercial laundry opportunities that expanded our vision.
Key partnerships followed, including becoming a vendor for Press Box and Tide Spin, and eventually collaborating with Procter & Gamble’s innovation team to launch Tide Laundromat.
In December 2020, amidst global challenges, we opened our first Tide Laundromat, followed by additional stores in 2022 and 2023.
Over the years, customer amenities have evolved from basic offerings to high-tech solutions designed for efficiency, convenience, and comfort. Technology is the cornerstone of this transformation.
The shift from coin-operated systems to card-based payment methods was a game-changer in the early 2000s, simplifying transactions for customers and reducing operational challenges for owners. Today, the integration of credit card payments directly on machines has further streamlined the process. These advancements eliminated the need to carry quarters and enabled operators to focus on enhancing other aspects of the customer experience.
The latest wave of innovation combines smartphone apps with auto-dosing washing machines. This synergy has revolutionized the laundromat experience. Customers can now:
• Skip Detergent Guesswork: Auto-dosing machines dispense the perfect amount of detergent, softener, and bleach for every load, ensuring consistent, high-quality results.
• Save Time: With app-enabled payments, there’s no need to fumble with coins or cards. Customers can start their machines with a few taps on their phones.
• Maximize Rewards: Loyalty programs integrated with apps offer points redeemable for perks like free dry time, helping customers save money while enjoying premium services.
These features not only enhance convenience but also improve turnover during peak hours, benefiting both customers and operators.
Modern laundromats are no longer just places to wash clothes – they are community hubs offering comfort and convenience. Thoughtful amenities such as free Wi-Fi, comfortable seating, charging stations, and curated music or entertainment create a space where customers can relax while waiting for their laundry. Some locations even feature kid-friendly play areas and vending machines stocked with snacks and drinks, catering to the needs of families.
As we plan to expand into new markets, we remain committed to blending cutting-edge technology with exceptional customer service. By continuously refining the laundromat experience, we aim to set a new standard for the industry, making laundry day quicker, easier, and more enjoyable for everyone.
From our humble beginnings in Chicago’s Portage Park neighborhood to a national vision, we’re embracing innovation and prioritizing customer needs, turning laundromats into more than just a chore, but also a destination.
Jake Barone
Laundry House
New York City
Laundry House isn’t just another laundromat – it’s a place where a dreaded chore transforms into an elevated experience. From the very beginning, we’ve committed ourselves to disrupting the laundromat industry with three core promises: impeccable cleanliness, incredible customer service, and accessible pricing.
Of course, we know that transforming the laundromat experience requires more than promises, so we’ve invested in state-of-the-art amenities:
• Cutting-Edge Equipment: Our high-spin washers and reverse-spin dryers ensure faster, more effective cleaning and drying. Every wash includes medical-grade ozone sanitization – free of charge – guaranteeing clothes are not only clean but disinfected.
• Convenience First: Customers can forget the hassle of quarters thanks to our card and app-based payment system. Plus, text alerts notify them when their laundry is ready, letting them reclaim valuable time.
• Modern Atmosphere: Our laundromat’s design draws inspiration from high-end retail and spa environments, featuring a live moss wall, high-end finishes, and temperature-controlled comfort. With a thoughtfully curated music playlist, Laundry House feels more like a sanctuary than a utility.
At Laundry House, it’s not about one standout feature but the collective experience. From start to finish, every aspect of our laundromat – from the cutting-edge machines to the welcoming atmosphere – works together to leave customers feeling better than when they arrived.
As customer preferences evolve, so do we. For example, we’ve noticed a growing trend toward eco-consciousness and personalization, which is why we’re exploring new technologies and sustainable practices to stay ahead of the curve. Whether it’s enhancing our app’s capabilities or integrating even more environmentally friendly solutions, Laundry House is committed to exceeding customer expectations now and in the future.
KaTesha Anderson
Cozy Clean Laundry
Decatur, Ga.
One of the most transformative changes in the industry has been the move toward upgraded payment options. Initially, coin-only machines were the standard, but as customer preferences shifted, so did our offerings. The introduction of state-of-the-art washers and dryers equipped with credit and debit card payment options has been a game-changer.
Of course, efficiency is a cornerstone of any successful laundromat experience, and upgrading equipment has played a key role in meeting this demand. The addition of larger-capacity washers and dryers has been particularly impactful. These machines are designed to handle bulky items like comforters, bedding, and high-volume loads, allowing customers to complete their laundry more quickly and effectively. Families and customers with significant laundry needs have especially appreciated this improvement, as it saves both time and effort.
Also, in response to customer feedback, we revamped our soap vending machines to offer a wider range of products, including larger-sized detergent containers. This upgrade complements our existing multi-column vending machine, ensuring customers have access to the products they need, whether it’s a single-use packet or a family-sized option. By catering to diverse preferences, we’ve made the laundry process more convenient and accommodating for everyone.
Whether through upgraded payment systems, efficient equipment, or expanded amenities, we are dedicated to exceeding customer expectations and making their lives a little easier, one load at a time.
Josh Chapman
Wash Bar
Ardmore, Okla.
Customer preferences are constantly evolving. Operators who pay close attention to these trends and adapt their offerings accordingly will stand out. At Wash Bar, with locations across three distinct markets, I’ve observed commonalities in customer preferences that have shaped the amenities and initiatives we’ve implemented. The feedback we’ve received has been overwhelmingly positive, underscoring the value of staying customer-focused.
Great lighting is a cornerstone of Wash Bar’s customer experience. Across all four of my buildings, we’ve upgraded to 100 percent LED lighting, with no fixtures under 100 watts. This eliminates shadows and creates a welcoming, friendly, and safe environment.
While some laundromats are transitioning to card-only systems, my experience shows the importance of maintaining flexibility. Across my markets, coins remain a preferred payment method for a significant portion of customers. For instance, in my high-population area, 59 percent of transactions are coin-based, while in lower-income areas, this rises to 67 percent. By accommodating both coins and cards/apps, we cater to diverse customer preferences, leading to higher spending and customer satisfaction.
Our free pickup and delivery for WDF orders have transformed the business. Over four years, we’ve completed more than 46,000 orders, with delivery customers averaging 68.5 pounds per ticket compared to 21.7 pounds for drop-off orders. Customers value the convenience, and this service has significantly boosted revenue and loyalty.
Understanding customer habits and managing peak times is crucial. By analyzing trends using our card system, I’ve successfully shifted weekend traffic to less busy times. For example, a Thursday morning half-price washer promotion turned our slowest day into one of the busiest weekdays within months. This strategic approach not only balances machine availability but also maximizes revenue across the week.
At Wash Bar, we’re continually improving the customer experience with unique amenities:
• Digital Signage: Instead of traditional TV programming, we use 85-inch 4K screens to display a curated 10-minute loop featuring store rules, how-to guides, local weather, specials, and ads for local businesses. This approach keeps customers informed and engaged without encouraging them to linger unnecessarily.
• Curated Music: Positive, uplifting playlists create a welcoming atmosphere. In one location, switching to soft rock and encouraging music reduced police calls and disruptive behavior to nearly zero.
• Special Events: We host themed promotions such as Free Donuts on National Donut Day, free washes on Valentine’s “Lonely Hearts Night,” and “Letters to Santa” events during December. These initiatives build community engagement and leave lasting impressions on customers.
For our full-service and commercial clients, we’ve added tailored amenities:
• Free Digital Advertising: Weekly commercial clients receive free ad space on our digital signage, adding value beyond laundry services.
• Exclusive Logo Bags: These signal priority to staff, reinforcing a VIP experience. Customers and communities recognize the exclusivity, enhancing loyalty.
• Holiday Gift Cards: Offering businesses $50 gift cards for employee or customer gifts has been a win-win, increasing brand exposure and customer acquisition.
Our amenities have evolved significantly since Wash Bar’s inception, driven by data and customer feedback. For example, we’ve shifted from smaller washers to larger ones, meeting demand for high-capacity machines. Custom bulk soaps with a signature scent also have been a hit, with customers requesting more frequent service due to their love of the fragrance.
Looking ahead, shorter turnaround times for WDF services and premium amenities will likely shape customer expectations going forward.
Andy Gibson
President and CEO
Tide Laundromats Franchise
At Tide Laundromats, we are redefining the customer experience by understanding evolving preferences and introducing amenities that cater to the demands of today’s busy lifestyles:
Growing Demand for Full-Service Wash & Fold: Time is a precious commodity, and customers are increasingly outsourcing tasks to free up their schedules. The desire for wash-dry-fold services has surged in recent years, with both walk-in guests and commercial accounts seeking streamlined solutions. At Tide Laundromats, we’ve embraced this trend, making full-service laundry a cornerstone of our offerings. Whether it’s a family managing a hectic household or a small business with recurring laundry needs, our professional WDF service simplifies life for our customers.
Speed and Availability: A Top Priority: Data highlights that efficiency is a key factor for laundromat users. Guests want to spend as little time as possible on-site while still achieving excellent laundry results. At Tide Laundromats, we’ve invested in state-of-the-art equipment capable of washing and drying a full load in just 35 minutes. Additionally, real-time visibility into machine availability and cycle progress ensures that customers can plan their visits effectively. This commitment to speed and reliability keeps our locations at the forefront of the industry.
Fully Staffed Locations: The Human Touch Matters: Tide Laundromats are fully staffed with friendly, professionally trained team members. Our guests appreciate having someone on hand to answer questions, assist with machines, or provide additional services. This consistent human presence elevates the overall experience, turning what could be a routine chore into a seamless, enjoyable interaction.
Inclusive Amenities: Laundry Simplified: Tide Laundromats offer an all-inclusive experience, where detergent, fabric softener, and dryer sheets are included with every load. By utilizing auto-dosing machines and Tide’s laundry products, we ensure optimal care for every garment. Guests no longer need to bring their own supplies, removing an extra step and delivering consistently outstanding results.
Community Engagement: Building Trust from Day One: At the grand opening of our Dallas location, we prioritized connecting with the community. Partnering with local high schools, we created a vibrant event featuring raffles, games, and a live drumline performance. These efforts not only showcased local talent but also established Tide Laundromats as a trusted neighborhood hub. This commitment to community continues to be a guiding principle as we expand.
The future of laundry services lies in personalization and responsiveness. At Tide Laundromats, we are constantly listening to our guests – whether through direct feedback, grand opening events, or daily interactions. This approach allows us to refine our offerings and anticipate emerging trends.
Carlie Canfield
LaundroLab
St. Petersburg, Fla.
Laundromat customers, like all consumers, value options. Whether it’s the size of machines, types of wash programs, or payment methods, flexibility is key. One notable trend is the growing preference for versatile payment systems. At our fully attended laundromat, we’ve embraced this demand by equipping our machines to accept both coins and app-based payments, including credit cards.
To stand out, laundromats must offer more than just washers and dryers. Creating a welcoming atmosphere can turn a chore into an enjoyable outing. For instance, we’ve hosted themed events like Halloween celebrations, complete with treats, goodie bags for kids, and costumes. These events have been met with enthusiasm, transforming our laundromat into a space where customers look forward to spending time.
Customers have even contributed to this vibrant atmosphere by bringing board games, card games, and even a charcuterie board to share with friends. Such moments highlight the importance of creating a space where people feel comfortable and connected. Beyond events, our amenities include comfortable seating, free Wi-Fi, and music to make the laundry experience more enjoyable.
For our wash-dry-fold customers, we’ve developed a convenient “menu” system that allows them to select their soap, temperature, and other preferences easily. This visual clipboard not only streamlines the process but also demonstrates our commitment to delivering a personalized experience. By offering add-on items for further customization, we’ve made it clear that we prioritize their satisfaction from start to finish.
When I first entered the laundry industry, my initial store was an unattended rural laundromat. Over time, I opened a fully attended store in a larger city, which allowed me to explore customer-focused amenities on a deeper level. Managing both locations has been a valuable learning experience, and I’m now planning to enhance my rural store with key features like an ADA handicap press-button entrance and an on-site ATM. These additions will not only improve accessibility but also create a smoother experience for all customers.
Looking ahead, the next big trends in laundromat amenities will revolve around convenience, design, and creating a welcoming environment. Customers increasingly expect clean, safe spaces that go beyond functionality. Features such as kids’ areas, bilingual signage, coffee bars, lounge spaces, and great music can make a significant difference.
One exciting development is the rise of aesthetically pleasing laundromats. Thoughtful design not only elevates the atmosphere but also enhances customer satisfaction. For inspiration, we’ve looked to standout examples like The Wash Laundromat in Owosso, Mich., where an older facility was transformed into a modern, inviting space.
To remain competitive, laundromats must continually adapt to customer needs. Whether it’s offering flexible payment options, hosting community events, or integrating practical features like automatic doors and Wi-Fi, the goal is to make every customer’s visit enjoyable and hassle-free. By staying ahead of these trends, laundromats can position themselves as essential, community-driven businesses that customers trust and appreciate.
The laundromat of the future isn’t just about laundry; it’s about creating a space where customers feel valued, connected, and satisfied. Through thoughtful amenities and a commitment to innovation, laundromats can elevate their role in the community and provide an exceptional customer experience.
