PICKUP
- Arrive on time. Uniform on.
- Greet customer. Count items together if possible.
- Log: name, item count, notes, time.
- Seal in clear Laundin I bag. Apply sticker label.
- Delicates go in separate inner bag.
SORTING
- Whites — always separate
- Colors — darks together, lights together
- Delicates — silk, lace, wool, lingerie → cold gentle only
- Heavy — towels, jeans, blankets → own load
- Pet items — always separate
- Stained — pre-treat before washing
WASHING
| Temp | Use for |
|---|---|
| Hot 60°C | Whites, towels, heavily soiled cotton |
| Warm 40°C | Everyday clothes, colors, synthetics |
| Cold 30°C | Darks, delicates, anything uncertain |
Detergent: 1 cap standard. 1.5 cap heavy soil + 15 min soak. Fragrance-free for sensitive orders.
Bleach: Whites and cotton only. ½ cup max, diluted. Never on colors, synthetics, delicates. Never if customer says no.
If unsure — cold, gentle. Do not bleach.
DRYING
| Heat | Use for |
|---|---|
| High | Towels, jeans, heavy cotton |
| Low | T-shirts, blends, everyday |
| Air dry | Delicates, wool, “lay flat” tag |
Check at 30 min. Remove immediately. Tag overrides everything.
FOLDING
- Fold in half lengthwise, then thirds
- Match socks in pairs
- Underwear folded, never on top
- Sheets folded flat, bottom of bag
- One customer = one bag. Never mix.
PACKAGING
- Clear Laundin bag
- Sticker: name · date · order number
- Handwritten note inside every bag
- Tie securely. Delicates in inner paper bag.
DELIVERY
- Deliver within promised window
- Text customer if 15+ min late
- Photo of bag if no one answers door
- Send receipt on delivery
WHEN THINGS GO WRONG
| Problem | Action |
|---|---|
| Damaged / shrunk | Call customer immediately. Offer refund or credit. Log it. |
| Missing item | Check all bags. Contact customer same day. |
| Wrong bag delivered | Retrieve and redeliver immediately. |
| Stain not removed | Tell customer. Offer free re-wash. |
| Color bleed | Tell customer same day. Offer refund. |
| Late | Text customer the moment you know. |
| Complaint | Listen first. Fix first. Explain second. |
DELICATES — STOP AND CHECK
- “Hand wash only” tag → hand wash only
- Silk / wool / cashmere → cold gentle or hand wash
- Spandex / lycra → cold, low-heat dry
- Beads / sequins → inside-out, mesh bag, cold
- Vintage or irreplaceable → text customer before washing
NON-NEGOTIABLES
- Never mix customers’ clothes
- Never use bleach without checking preferences
- Never leave wet clothes sitting more than 30 minutes
- Never ignore a complaint — same-day response always
- Every bag gets a handwritten note