Pro Tips! Following Customer Preferences

The tips below come from experienced Laundry Pros who rarely receive “following instructions” complaints. Their approach is straightforward: check for preferences early, and when in doubt, ask.

Customers sometimes include specific instructions for their orders — things like detergent preferences, water temperature requests, air-dry items, or how they want things folded. When these instructions are missed, it’s one of the most frustrating complaint types because the customer feels like they weren’t listened to.

Check for Instructions Before Starting

The single most common cause of “following instructions” complaints is that the LP didn’t see the instructions before starting the load. Experienced Laundry Pros make it a habit to check for customer notes and messages before doing anything else with the order.

• Checking the order details and customer messages at pickup — before getting home and starting the first load — catches most special requests.
• Some Laundry Pros take a screenshot or write a quick note of the customer’s preferences and keep it visible at their laundry station while they work.
• For returning customers, many experienced Laundry Pros keep a mental (or physical) note of repeat preferences so they don’t have to be reminded each time.

When Instructions Are Unclear

Sometimes a customer’s instructions are vague or seem to conflict with what’s in the bag. Experienced Laundry Pros say the best move is a quick message. Example: 

“Hi [name] — I saw your note about air-drying. Just wanted to confirm: does that apply to all items, or just the delicates? Want to make sure I get it right.”

A 30-second message prevents a complaint that takes much longer to resolve. Customers consistently appreciate the follow-up — it shows care.

When a Customer Provides Supplies

Some customers provide their own detergent, scent boosters, or dryer sheets. Missing or ignoring these is a common source of “following instructions” complaints.

• Labeling customer-provided supplies at pickup and keeping them separate from your own prevents mix-ups.
• If a customer’s preferred product seems wrong for their fabric (too harsh, wrong type), a quick message asking for confirmation is better than making the call on your own.