How It Works - Tips for your first service

Have you got your first Laundry Lady booking? That’s exciting! Below you will find a step-by-step guide to help you, from contacting the customer to the laundry delivery. 

Got a question? Support tickets can be submitted via the Contractor Support Form.

https://support.teamlaundrylady.co/support/tickets/new

1- Contacting your customer

Everytime that you get a new booking, especially if it’s been requested by a new customer, it’s important to message them in order to present yourself and confirm their laundry needs.

For example, if you’ve just received a “Washing & Ironing” booking, confirm if they want all items to be ironed or only a few of them. It ensures that you’ll do the service accordingly, saving your time, and it also avoids problems with their invoicing/payment in the future.

Finally, communication is key to avoid no shows. It's a good reminder for customers and a way to clarify all of the details of your service.

Need help to write your SMS? You can use our template below (just copy and paste it to your phone, customising the details depending on the situation):

Hi, I’m [Your Name], and I’ll be taking care of your Laundry Lady service. Could you please let me know if you have any special instructions or preferences for your booking? I want to ensure everything meets your expectations. Thank you!

Remember: Communication with customers is essential to grow the business and get more recurring bookings. If something’s not clear for you, don’t be afraid to ask. Be transparent, friendly and polite. It means a lot for current and new customers.

2- Preparing for pickup

When you are ready to leave for your pickups, navigate to your Bookings cards on the home page, click the down arrow so you can start a booking. After this, the pop up will now have an option to send an on the way SMS notification.

You will drive to the customer's house / place of business and pick up their laundry.

If the customer is not home when you pick up, be sure to send them a text to confirm you have picked up if it is their first time using the service.

Tips for a successful pickup

1. Announce Yourself:

• Always introduce yourself when you arrive for a pickup or delivery. A friendly greeting like, "Hi, I'm [Your Name] from Laundry Lady!" sets a positive tone and reassures the customer.

2. Check for Pets:

• Before entering a customer's property, ask if there are any pets, especially dogs. This helps ensure your safety and the pet's comfort. A simple question like, "Are there any pets I should be aware of?" can prevent any surprises.

3. Communicate Clearly:

• Keep an open line of communication with your customers. Confirm pickup and delivery times in advance, and notify them if you’re running early or late. Clear communication builds trust and reliability.

4. Wear Your Name Badge:

• Your name badge is mandatory. It helps customers identify you and adds a layer of professionalism. Ensure it is visible at all times during pickups and deliveries.

5. Use Uniforms and Branded Items:

• While uniforms and other branded items are optional, they are strongly recommended. Wearing branded clothing helps promote the Laundry Lady brand and presents a more professional image. It also makes it easier for customers to recognise you.

By following these tips, you can ensure smooth and professional interactions with customers, enhancing their experience and promoting the Laundry Lady brand.

3- Weighing and invoicing

Once you get home with the customer's laundry, you should immediately count/weigh it and send the invoice to the customer. If it is their first pickup, also send them a text to let them know the invoice has been sent in case of any issues with their email address.

Check our Conducting Services page every time that you’re not sure about how to proceed. 

If you need help to create your first invoice, read our Guide to Invoicing and Payment terms here.

Reminder: you always have to use Laundry Lady liquids. This product will be used as the default standard for all clothes, linen, fabrics, and other washing needs when a customer books through Laundry Lady. It delivers a high-quality, unscented wash.

If the customer has a preferred product or sensitive skin product she/he would like us to use, they can supply it to you at time of pickup.

4- Laundry bags

Customers SHOULD receive the following bag/s free of charge on their first service:

• Washing service
• 2 lightweight bags OR
• 1 lightweight bag and 1 heavy duty bag
  ​
  ​Washing & Ironing
• 1 lightweight and 1 garment bag 
  ​
• ​Ironing only
• 2 garment bags 

If the customer is spending over $100, it is a good idea to include extra bags as needed complimentary on the first service.

Additional Bags:

If you need to replace a customer bag because they have lost or damaged it, or they have a large service order, you can charge the customer for additional bags by adding these to the invoice in the Booking App. These prices are set up in the Booking App.

5- Preparing for delivery

Pickup and delivery time must be what is in the booking confirmation, or you must contact the customer if you need to organise a different time. Customers get upset if their laundry is not picked up and returned when they expect it to be. It is essential to communicate with the customer to ensure good customer service.

If delivery is left unattended, please contact the customer to confirm that this is suitable and to determine the best location to leave the laundry.