Tuesday, June 3, 2025
In the laundry business, it's easy to focus on machines, processes, and turnaround times—but what about your customers' voices?
Whether it’s a review, a comment on social media, or a quick remark in-store, your customers are constantly sharing feedback. The question is: are you paying attention?
Customer feedback isn’t just a box to check. It’s a roadmap to improvement. When someone says, “My clothes smelled amazing,” that’s a win you should double down on. But when another says, “They forgot a sock,” that’s a flag to improve operations.
Every piece of feedback is an opportunity. It helps you identify what you’re doing right and what might be pushing customers away.
Studies show that over 80% of people trust online reviews as much as personal recommendations. A single five-star review can bring in dozens of new customers—while negative ones can cost you more than just your reputation.
Responding to reviews (both good and bad) shows that you care. Even a simple “Thanks for your feedback!” makes a difference.
Don’t just read reviews—analyze them. Look for patterns in the complaints. Are people unhappy with turnaround time? Pricing? Communication? Use that insight to adjust policies, retrain staff, or refine marketing messages.
Also, reward customers who give great feedback. A quick thank-you note, a $5 credit, or even a shoutout on social media can turn a one-time user into a loyal fan.
Set Google Alerts for your business name. Monitor reviews on Google, Yelp, and Facebook. Even better—ask for feedback proactively with short surveys or post-service texts. It shows customers you’re invested in their experience.
Your customers are talking every day. Make listening a habit, not a reaction. When you treat feedback as gold, it builds loyalty, drives improvements, and strengthens your brand.