There is a Basic Value to Making Timely Refunds

Over the years most of the laundry operators that have discussed this topic with the News seem to really hate sending out refunds. And it isn’t so much that they are unwilling to send back the money customers claim to have lost. Their doing it is just very time -consuming. Postage goes up all the time and they know that some customers can, and possibly do fabricate problems to get money they don’t deserve.

 

Too many laundry operators look at doing refunds as a lose-lose situation. Many of them feel that if there’s a problem, it was because the customer did something wrong. Some laundry owners have the feeling that the customer who asks for a refund may be so unhappy that they will take the refunded cash to another laundry.

Laundromat owners whose businesses run using some form of card operation have it easier as they can refund customers with cards that can only be used in their laundry. One real worry laundromat owners have is that the refunded person will get the funds and go elsewhere to do their washing. They feel that they’re giving money to their competitors.

It may be a natural feeling to have, but it’s the wrong attitude if you want your laundry business to be as successful as possible. Look at doing refunds as an opportunity to build customer loyalty and confidence, because that’s exactly what it is. Sometimes the only chance you ever have to find out about your laundry users is when they complain. Make it easy for them to complain by offering them a simple system to do it.

Buy and use the kinds of inexpensive refund cards that are available from local vend supply distributors. These preprinted cards are designed for that specific purpose and are quite professional looking. On the card are places for customers with problems to let the owner know their name and address for where to send the money. These cards give the operator some idea of what to look for when they check the machine out to make those repairs. If not satisfied with someone else’s cards, create your own, such as the example on the next page.

Operators who keep records of this will soon have an excellent mailing list to use for the purposes of promoting and expanding their laundry business. That list can serve a double purpose too, because it gives the owner a memory of who is asking for a refund, and how often they are doing it. Thus they now have an idea of who might be making a fraudulent claim, and who is not.

There are a number of real benefits to offering cheerful and prompt refunds when a customer claims there has been a machine malfunction. Not the least benefit is those customers now see the laundry owner as being interested in holding their business.

Any time there has been a machine breakdown, it did not take place in a vacuum. Not only will the customer using the machine be affected, but the other customers in the laundry at the time it happens may lose confidence too. They will wonder what if the washer I use breaks down too? Will my money be returned?

In coin laundries with no employees on duty, there is an implied contract between the owner and the customer. The machines will work, and if they don’t work as they should, you will get your money back. It is the belief and trust that this will be true that keeps customers using the non attended laundry. Without that trust, there will certainly be far less business.

The last thing laundry customers need is to hear someone say they had a problem the last time they came in and have not gotten their money back. Even those who have been trouble free in the past begin to worry whether or not that could also happen to them if the machines fail to function correctly.

When a Laundromat’s clientele begin to feel uncomfortable about machine reliability, don’t expect that business to grow. Refunds that are cheerfully done and quickly made will keep a laundry’s business going and growing. No refunds, no trust. No refunds, no growth.

A few laundry operators don’t ever send out refunds at all. They have signs announcing the days and times they will be available in the laundry to make refunds. The idea is to see those making claims face to face so they can judge the validity of the claim and educate those customers on the proper ways to run the machines. So far we’ve seen no real examples of success doing things that way. Few folks will schedule a special time just to come and pick up a few quarters. Most people resent facing interrogation about machine failures.

 

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