CHICAGO — Like many small-business owners, coin laundry operators must ensure that the needs of their customers are met, and that they are satisfied with their overall experience.
Several hindrances can get in the way of this, however, particularly when a customer’s safety and security is involved.
Wet floors, an uneven walkway, and equipment that is improperly taken care of can not only lead to an unsatisfactory customer experience, but can also present safety risks and hazards that can possibly hurt and negatively impact a customer’s well-being.
American Coin-Op sat down with three experts from the fabricare and small-business insurance industry to discuss the risks and liabilities that are common to many coin laundry stores, and the best practices store owners can follow to ensure the safety and security of their Laundromat.
MAINTENANCE IS MANDATORY
No matter how sophisticated the security system is, the experts agreed that constant store maintenance and upkeep is key, and that store owners should communicate proper protocol to staff.
“Attendants should understand that the safety of the customers is [important],” says Larry Trapani, president of Westbury, N.Y.-based Brooks-Waterburn Corp. “Therefore, training on handling emergencies such as fire, customer injury, etc., should be paramount.”
How often should operators audit their store for safety risks and liabilities?
“They definitely should be doing daily maintenance, as far as lint removal and checking the machines,” says Christine Brazier, new business coordinator for Ronkonkoma, N.Y.-based Irving Weber Associates. “It would really depend on their volume of work, but definitely no less than quarterly.”
“I recommend auditing your store’s safety and liability risks quarterly,” says Trapani. “Do this with changes in the season. Obviously, different seasons, like winter, will bring different liability hazards.”
Trapani advises store owners to consider the following when auditing their store:
- Are there cracks in the sidewalk?
- Are your aisles clear and floors cleaned?
- Is the store well lit?
- How often is maintenance on your machines done?
As far as daily tasks, Ann Hawkins, insurance underwriter and vice president of St. Louis-based NIE Insurance, also stresses the importance of cleaning out dryer vents and checking for any water leaks.
“[Attendants] should definitely make a walk-around every so often to make sure there’s no water leaking from any of the machines,” she says. “If it’s a rainy day, they should make sure there’s a mat in front of the door as [customers] walk in, where [they] can get the excess water off of [their] feet. They should [also] make sure they have ‘Wet Floor’ signs available.”
In addition to these precautions, Hawkins also highlighted the importance of having basic items, like a fire extinguisher and first-aid kit, to ensure safety.
“They should have a first-aid kit for just minor cuts,” she says. “I wouldn’t say they should be giving first aid to everyone, but in minor incidents, where they could put a Band-Aid on something, that’s great.”
Regarding fire extinguishers, Hawkins advises store owners to keep them charged and available.
“Sometimes people say, ‘Well, if I hang up a fire extinguisher, it could get stolen.’ If somebody is doing their laundry and they have a dryer fire, it could be a lot worse without the fire extinguisher.”
SAFETY ASSURED
“While there are no guarantees, there are many things an owner/operator can do to protect both customers and employees,” says Trapani.
These measures include establishing a maintenance checklist; properly training staff on what to do in case of an emergency; and the installation of various security systems, he advises.
Though an “expensive option,” a sprinkler system can also provide many benefits, according to Trapani.
“A sprinkler system will not only protect your store, but will generate a substantial discount on your insurance. In some towns, a sprinkler system over the dryers is mandatory,” he says.
To provide further assurance, Hawkins also advises store owners to not only post telephone numbers for the local police and fire departments, but their personal contact information, as well, in case of an emergency.
“The owner’s telephone number being posted is an important feature, because that way, anybody who comes in to use the store would know that if they have a complaint, they can lodge it directly with the owner,” she says.
A ‘NEVER-ENDING PROCESS’
“The security and safety of a coin laundry or any business is an ongoing and never-ending process,” says Trapani. “Just because you have done your due diligence, such as [installing] alarms, cameras, checklists, training, etc., does not mean you are done.”
He advises store owners to keep abreast of the latest technology, as store owners “may be able to afford better technology than only a few years ago.”
In addition, he urges store owners to update staff training.
“Just because you showed them once, doesn’t mean it will stick. A refresher course reinforces what you want your staff to know.”
Hawkins stresses the importance of staying “diligent” in looking for potential safety risks, while Brazier favors the idea that maintaining a clean, well-lit store can instill a sense of safety for customers.
“Any place that looks on the shoddy side, is not well-kept, has puddles, has no mats, is dark … Not only does it set you up for a liability risk, but it also makes your business look like it is not being taken care of,” says Brazier.
“Bottom line, don’t get complacent,” says Trapani. “Always strive to improve.”
Missed Part 1 of this story? You can read it now HERE.
Have a question or comment? E-mail our editor Bruce Beggs at [email protected].