Standard Operating Procedure
Offline End-to-End Customer Experience
Part One
Shipping
Before Pick Up
- Does the van have enough fuel to complete the full trip without stopping for gas? If not, fill up first.
- Check the decals on the van — is anything peeling off?
- Route from nearest to furthest so you can make it back to the store efficiently.
- Check the customer name and preferences. Are there any special instructions? If no preferences are on file, ask the customer.
- Be on time and in uniform for pick up.
- Ask the customer if they have any questions — and make sure you know the answers. If you promise to follow up, do it.
- Pick up what they have, weigh it in the van, and update the system.
Before Delivery
- Bag is sealed with our branded sticker on it. Handwritten note secured inside.
- Check for any odd smells or anything in the bag that looks messy.
- Delivered on time — or as early as possible. Text the customer if you’re 15+ minutes late. If no one answers the door, leave a photo of the bag.
- Tell the customer “have a good/blessed day” and ask them to leave a review if they liked the service. If they didn’t, you are the first line of defense — be here to fix it.
- Give the customer the card: $5 off their next order, $10 for a friend they refer.
Always remember their name.
Remember their preferences without asking twice.
Text proactively the moment you know anything will be delayed — earlier is always better.
Part Two
Handling
Based on priority — the earliest delivery gets precedence. Receive the bag from the driver; the weight should already be written on the customer’s sticker. If not, weigh it.
Important Step
Find the customer’s name and look up their preferences and special instructions in the app before doing anything else.
Sorting
- Whites and colors — always separate.
- Delicates separate.
- Heavy items, bedding, and towels separate.
Pre-Wash Handling
- Detergent: 1 cap standard per bag (a bag is considered max 25 lbs). 1.5 caps for heavy soil.
- Every piece of clothing needs a 15-minute soak.
- Use fragrance-free detergent for sensitive orders.
- Bleach: whites only, 1 cup max, diluted. Never on colors.
- Washer and dryer temperature settings — use your best judgment.
Drying
Use max heat. Take delicates out first. Gym clothes and thin materials out first. Heavy items need more time. Only take items out once completely dry.
Check at 30 minutes and start folding immediately — clothes will wrinkle if left sitting. This is the last step and the most important one.
Folding
- Fold into half, then thirds.
- Match socks in pairs. We have our own branded socks — if one sock is missing, use one of ours and tie them together.
- Underwear folded, never on top.
- Sheets folded flat, placed at the bottom of the bag.
- One customer = one bag. Never mix.
Packaging
Clear Laundini bag with a sticker showing: name · date · order number · lbs per bag. Handwritten note inside every bag. Tie securely. Delicates go in an inner paper bag.
Part Three
Non-Negotiables
Never mix customers’ clothes.
Bleach on whites only.
Never leave wet clothes sitting more than 30 minutes.
Never leave dry clothes sitting more than 30 minutes.
Never ignore a complaint — same-day response, always.
Every bag gets a handwritten note.
Seasonal touches: holiday note, summer scent option.
Part Four
Problems Happen
Damaged
Call the customer immediately. Offer credit. Only the owner will provide a refund — let them know.
Wrong Bag Delivered
Retrieve and redeliver immediately. Overcommunication is good here.
Stain Not Removed
Fix it.
Color Bleed
It happens — take a photo and let the owner know.
Late
Text the customer the moment you know it will take longer than expected. Earlier is always better.
Complaint
Listen. Listen. Offer a credit — your limit is $5. If the problem isn’t resolved, let the owner know.