Pro Tips! Communication and Professionalism

Every Laundry Pro has their own style. The tips below come from Laundry Pros who consistently earn professionalism and communication compliments and rarely receive complaints in these areas. Their advice is surprisingly simple.

Friendliness, professionalism, and communication complaints are all about how the customer felt during the interaction. They’re among the most controllable parts of the experience, and small habits make a big difference.

What Customers Usually Mean

When customers flag these concerns, it tends to fall into a few familiar patterns:

• Messages that were very brief, slow, or felt dismissive, even when that wasn’t the intent. A quick “k” or a long silence reads very differently to a customer than it does to a busy Laundry Pro.
• No proactive communication — the customer had to reach out for updates rather than being kept in the loop.
• Interactions that felt cold or transactional. Customers want to feel like their order is in good hands, not just being processed.
• Showing up at unexpected times without a heads-up.

In nearly every case, it’s about the customer feeling like their order (and by extension, them) wasn’t being taken seriously.

Which Tone Tends to Work Best

Experienced Laundry Pros describe the sweet spot as friendly but clear. Not overly formal (“Dear customer, I have received your garments”), and not too casual (“k got it”). Just normal, warm, and professional.

A good test many Laundry Pros use: read the message out loud. If it sounds friendly and clear, it probably is!

Proactive Messaging

The Laundry Pros with the fewest communication complaints don’t necessarily message more. They message at the right moments:

• Before pickup — confirming you are coming to get the order.
• If there’s a delay or an issue — proactively, before the customer has to wonder.
• Before delivery — confirming you're on your way. 

Laundry Pros who make a habit of messaging at these moments consistently see better ratings, fewer complaints, and more generous tips.

On Friendliness

Friendliness complaints are less about words and more about warmth. Customers who feel like their Laundry Pro is a real person —  not a vending machine — almost never file friendliness complaints.

Using the customer’s name, acknowledging returning customers, and closing with something warm (“Hope everything looks great!”) are small signals that add up.