1. Embracing AI as a Game-Changer: The Future is Now
The Lesson
Rick Rome is emphatic: AI isn’t just coming—it’s here, revolutionizing customer service and operational efficiency in an industry that’s historically been slow to adopt technology. As Rick put it, “We’re not going to be non-tech savvy for long … AI is revolutionizing things for our non-traditionally non-tech savvy industry.” Rome’s own company implemented AI-driven phone and text assistants (dubbed “Bella” and “Jack”), which resolve 92% of callers’ issues without any human intervention. These AI bots speak multiple languages, work for pennies an hour, and never need a break.
Why It Matters
Laundry operations tend to struggle with high staff turnover and limited ability to train employees in great customer service. AI solves both, ensuring 24/7 coverage and standardized, friendly, error-free customer interaction. It also improves the employee experience: with routine questions and complaints handled by bots, staff can focus on keeping the store clean and customers happy.
Action Steps
Get Educated: Start learning about the specific AI tools available for laundromats. Attend industry webinars (like the episode’s highlighted June 12 Q&A).
Request a Demo: Test AI bots (such as the one Rick described) to hear, see, and understand what they can do.
Pilot a Program: Implement AI at a single location or on a subset of business lines (i.e. pickup/delivery calls only) to measure improvement in call resolution, staff satisfaction, and customer reviews.
Calculate the ROI: Compare AI costs to your current customer service spend; factor in missed call losses and turnover costs.
Solicit Feedback: Ask existing staff and customers about their experiences; use their input to optimize the bot’s responses and your deployment strategy.
2. Speed and Service are Now Your Competitive Moat
The Lesson
Rick emphasized, “What customers care the most about are speed … speed, convenience, service.” In an industry where 72% of missed calls result in lost customers forever, responsiveness is business-critical. AI enables instant answers, even after hours, which can convert one-time calls into thousands of dollars in revenue—as Rick proved in a real-world emergency during a storm, where the bot set up $2,500 worth of after-hours business.
Why It Matters
Laundry professionals are competing not just on price, but on quick, hassle-free, around-the-clock service. Staff often cannot provide both great in-store help and rapid response to every call. AI bridges that gap—resolving questions, resetting cards, sending directions, and confirming appointments instantly.
Action Steps
Audit Your Customer Service: How fast are calls and inquiries handled? How often do you miss business because no one answered the phone?
Automate Key Processes: Use AI to:
Handle order taking for pickup/delivery.
Troubleshoot remote issues (e.g., stuck coins or card errors).
Instantly send follow-up texts, maps, or receipts after every call.
Market your “Always On” Service: Let customers know (in-store signage, website, Google profile) that real help is available, day or night.
Track New Business: Monitor increases in resolved calls, Google reviews, and revenue after AI implementation.
3. Proactive Investment: Don’t Become Tomorrow’s ‘Zombie Mat’
The Lesson
Jordan and Rick warned that the laundromats failing to reinvest and innovate risk becoming tomorrow’s “zombie mats.” Historically, operators got away with deferring equipment upgrades and ignoring customer experience. But in today’s rapidly evolving landscape—especially with tools like AI—this attitude is a recipe for decline.
Why It Matters
Rick tells a powerful story about the difference in trajectory between owners who reinvest and those who rest on their laurels: “The people who are tomorrow’s zombie mats are the ones who are not keeping up with the times … it’s bare minimum now—you gotta keep your store clean and safe and keep your pricing good. That’s not enough anymore.” Industry leaders are continually refreshing equipment, adding service lines, optimizing with data, and delighting customers at every touchpoint.
Action Steps
Assess Your Investment Mindset: Are you proactively evaluating and adopting new tech, or just “making do” with what you have?
Start with Small Wins: If full AI feels like a leap, consider integrations like automated review requests, bots for simple FAQs, or dynamic pricing/text promotions based on real-time machine usage.
Benchmark SMART Operators: Follow the lead of operators replacing equipment every 8 years or those reporting 19%+ sales increases after introducing AI support.
Set a Technology Roadmap: Schedule regular evaluations (every 6-12 months) to assess and trial new tools—don’t wait for urgent problems to force your hand.
Join Industry Events: Network with early adopters at shows like The Clean Show, and stay ahead of the curve.
4. AI as Staff Ally: Improve Retention, Satisfaction, and Output
The Lesson
Integrating AI not only enhances customer service but also dramatically improves the staff experience. By automating repetitive, stressful customer interactions, employees can focus on higher-value work, leading to increased job satisfaction and longer retention.
Why It Matters
High employee turnover is a chronic issue in laundromats. Frequent retraining drains resources, and unhappy employees often lead to subpar customer experiences and lost revenue. Rick’s data shows that staff freed from frustrating phone work are more present on the floor, contributing to a “stickier” environment where customers linger and spend more.
Action Steps
Identify Stress Points: Ask staff which aspects of their job cause the most stress or distract them from delivering quality in-person service.
Deploy AI for Pain Relievers: Start with the most common and annoying customer calls (resetting cards, machine troubleshooting, order confirmation).
Recognize and Reward Staff: Celebrate improvements in efficiency and customer reviews, and communicate how tech investments support—not replace—your team.
Solicit Employee Input: Use their feedback to further refine AI scripts and workflows, making them allies in digital transformation.
5. The Power of Being on the Cutting Edge: Collaboration and Sharing
The Lesson
Beyond personal payoffs, there’s a spirit of “high tide raises all boats” in Rick’s approach. Whether it’s sharing business, as he’s done with a Florida laundromat (sending millions in new revenue), or building networks for mutual growth, leading operators collaborate and give back. Openly discussing failures and successes with innovations like AI accelerates learning for the entire industry.
Why It Matters
Insular, secretive operators stagnate. Those who share insight, test ideas, and collaborate become nodes in a network of learning and growth.
Action Steps
Engage in Community Discussions: Join or host Q&As, webinars, and podcast feedback sessions. Glean lessons from failures as well as successes.
Share What Works: Pay it forward: refer business, share tools, offer feedback, and help troubleshoot for others.
Network Actively: Know the “Ricks” in your market; partnerships and peer learning matter more than ever.
In Conclusion
The future of laundromats is unfolding fast. By embracing AI, focusing on speed and service, investing in their operations, supporting staff with technology, and leaning into industry collaboration, laundry professionals can future-proof their businesses and delight customers like never before. Start today—test a tool, join a discussion, or simply audit your customer experience—to ensure you’re leading, not following, as the industry transforms.
