Cash Collection
Veteran coin store owners know that there is an art involved to the cash collection process.  There are a few generally considered “Unwritten Rules” to follow in order to prevent theft and vandalism to coin changers and coin vaults.

1. Take precautions when collecting cash or coin
2. Take precautions to keep keys and locks safely away from criminals
3. Take precautions preventing “Silent Partners” which can be detrimental to the bottom line if undetected

Collection times
The main precaution to take when collecting money from the bill changers or coin vaults is a very simple one, Vary the collection times. Do not be predictable. Many storeowners can be found in their stores at the same time, day after day, after day, week after week collecting money from their equipment. Thieves are clever. They will watch and observe a store for a while before deciding whether or not to rob it. If you are predictable, and they know that they can expect you to be collecting at a certain time, on a certain day, it makes it much easier for them should they decide to rob you.
Vary your collection times. Do not set any pattern for collection times. Some owners like to collect when the store is busy, feeling that there is safety in numbers. Some prefer to collect when the store is empty. Either way works, but no matter what, you should always use care, and remain aware of your surroundings at all times. No not dawdle while collecting.
When collecting from the bill changer do so quickly and as inconspicuously as possible, especially if your bill changer loads from the front. If possible, have a rear load changer installed.
Always count the money behind closed doors. Never count it where you are visible. Many stores have a secure room built in where the counting may be done in private in a secure area.

Key Control
The importance of proper “Key Control” is very often overlooked even though countless coin stores are currently losing money at the hands of “silent partners” who have keys due to lack of proper security on the part of the owner. Professional thieves, and yes, they are professionals, can very easily duplicate most keys. If one key opens all coin vaults within your store, then if a thief were able to duplicate that one key, they would have access to all of the money within your store. Sadly, this happens more often then we care to think about. While not practical, in the best of worlds, you would have a different key for each lock within your store. Another way to minimize the exposure is to have a different key for each different model machine, or for each different bank or bulkhead of machines. If you have multiple bill changers, always make sure that they are keyed differently.
Be careful of labeling your keys as well. Consider an easy for you to remember color-coding system instead.

If you purchase an existing store, one of the very first things you should do upon taking possession, is to either re key, or replace all of the locks. Not only the doors to the business, but all of the coin vaults and bill changers as well.

When you replace your locks, consider investing in high security locks for the coin vaults and bill changers. While it may cost a bit more up front, the additional security provided is well worth the money.

Effective key control is probably one of the most important aspects of a sound internal security policy.
Know where your keys are at all times. Keep in mind, that if you entrust an employee with the keys, you may need to replace the locks in the event that the employee ceases to work for you.

Human Resources
Today’s Coin Laundry Owner needs to develop and implement the appropriate skills with regards to hiring, firing, properly training and motivating employees as well as problem solving. You will also need to become proficient in scheduling, organization, and financial analysis.

In the customer’s eyes, your employees are an extension of yourself. The attendant performs daily functions vital to the success of your business. However, you as the owner must provide proper direction and guidance.

As the Owner, an important step in setting up your business to run smoothly and profitably is to find and hire capable and personable employees. You will then need to train these employees. You cannot assume that they will know what you expect of them.

Organization helps to create more profits for you. It is essential to become organized, because you will find that you cannot do everything yourself, and will therefore need to delegate some tasks and responsibilities to others.

Because a Coin Laundry is basically a “self service” operation, fewer employees are required in order to efficiently operate your store. A good attendant will promote better customer relations with your customers and also promotes respect for your washers and dryers. In many instances, you may wish to develop a “drop off” laundry service for your attendants to operate.

An attendant needs to be a productive employee, and not someone who simply looks after the store. Use the attendants as sales persons, and increase your business.

Responsibilities

1. To properly train and supervise your attendants, as they are your direct representatives to fulfill all pertinent responsibilities of your business to your customers
2. Provide a safe and pleasant working environment
3. Be honest with your employees
4. Provide growth opportunities
5. Motivate your employees
6. To provide an environment that is as clean possible, both for the customers and the employees
7. Reward excellence
8. Treat your employees as you would wish to be treated
9. Treat your employees with respect
10. Be fair and impartial when dealing with employees
11. Use proper management skills in dealing with each employee
12. Fully explain to each employee company policies and procedures
13. Ensure that a proper and businesslike atmosphere exists, and that employees are dressed in attire appropriate for the job
14. Listen to your employees and customers, and request honest feedback
15. Make sure that each employee knows exactly what to do in the case of an emergency situation.
16. Scheduling of employees work hours and days.

Important telephone numbers
Make sure to post all important telephone numbers such as hospital, fire, police, landlord, etcetera in an easily accessed area.
Keep all employee telephone numbers on file.
Keep a file on hand of all suppliers.

Scheduling
Remember when creating or changing a work schedule, that your employees have lives other than at their place of employment. Make sure that you make and post changes to work schedules in plenty of time for your employees to arrange their lives.
By allowing them plenty of notice you will create less hard feelings, and can also be expected to provide you in turn with plenty of advance notice in the event that they may need time off unexpectedly for one reason or another.

Make sure that you have, and your employees understand, a policy with regards to time off.

Hiring of employees
The hiring of employees is a task that should never be taken lightly, and there are many State, Federal, and Local laws and statutes to protect the rights of employees. You should make yourself familiar with them.

Avoid Discrimination when hiring. Be sure to make yourself familiar with laws and regulations regarding discrimination.

The proper candidate may be of either gender, and providing that the applicant is of legal age to work at the tasks assigned, age should not be a major factor. They should be neat in appearance, personable and outgoing, as well as intelligent. Remember, the attendant needs to be a people person, as they will work very closely with your customers.

Before actively searching for an attendant for your store, be sure to determine your needs in an attendant. Would it be beneficial to have them live in the proximity of the store? Would multiple language skills be beneficial to you?

Advertising for an attendant may be done in many ways, such as an ad in a local newspaper, word of mouth, bulletin board posting, etcetera. When advertising for the position, be sure to list the type of job, as well as the job description and responsibilities. Note whether the position will be full time, or part time, and any other information that you feel would be pertinent.

Employee Handbook
An Employee Handbook is a basic necessity when overseeing staff. A handbook improves employee management and communication by eliminating any “gray areas” that may otherwise exist. It also ensures that everyone is treated fairly, which is especially important when there are more than one managers or locations.

These are some specific sections that you may wish to include in an Employee Handbook;

1. Introduction and welcome to the company
2. The mission statement of the company
3. The business history
4. Organizational chart for the business
5. Equal opportunity employer statement
6. Employment at will statement
7. Harassment policy

Other topics may include;

1. Benefits
2. Discipline, conflict resolution, and dismissal procedures
3. Training and orientation
4. Job performance
5. Pay information including pay scales, overtime, time recording, bonus or incentives if applicable, etcetera
6. Policies regarding smoking, dress codes, conduct, customer interaction, etcetera
7. Time off
8. Work policies, such as meetings, job descriptions, and hours of work

This handbook should also include a disclaimer stating that it is not, and does not constitute a contract of employment. Any reference to permanent, or continued employment should be eliminated.

Be sure to have the document checked by an attorney or legal advisor to ensure accuracy, and eliminate any potential problems or pitfalls.

Review and update the manual periodically.

Once the document is written, reviewed, and distributed to the employees, be sure to have each employee sign a statement that says that he or she has read, and understands all of the policies written in the handbook. Be sure to keep a copy of these signed statements, in the event that they are needed in the future.

The Attendant and Customer Relations
As your direct representative, the attendant is a very important person within your business. How your customers view your coin laundry is more often than not the direct result of the attendants efforts, and appearance.

 Your coin laundry needs to remain as clean and bright as possible at all times. A recent survey indicated that a well-lit laundry is one of the single most important factors when a potential customer considers using any coin laundry. The same survey also placed the importance of cleanliness well above pricing when choosing where to do their laundry. Keeping your laundry clean is one of the very important functions that your attendant will perform.

Your attendant, as well as yourself, should take care to be friendly and courteous to your customers. Each customer should be greeted with a friendly smile as they come in the store, and ask if they would require or appreciate any assistance. They should also be thanked for coming in, by name if possible, and made to feel important to you.

Attendants should also remain attuned to the surroundings. They should keep their eyes and ears open for any sign of trouble or unrest. They should also remain on the lookout for other problems, such as spills, trashcans requiring emptying, trash on the floor or a customer in need of assistance. This may mean something as simple as a customer attempting to enter the store with their arms full, and the attendant opening the door for them.

The attendants should also keep the store organized. Keep empty carts arranged in their assigned area, rather than scattered all over the store.

While remaining friendly with your clients is a must, discourage lengthy discussions and conversations during working hours. Keeping the store clean and tidy as well as the other responsibilities are more than enough to keep your attendants busy.

Do not offer unsolicited advice to customers as it may offend them.

Make sure to assist, and thank the customers as they are leaving the store, and invite them to return.

Discourage friends from “dropping by” to visit with the attendants.

Ensure that the attendants place equipment with a problem, “out of service”.

Refunds, and Miscellaneous expense summary
Whenever refunds are given to customers, or whenever petty cash money is used to purchase miscellaneous items such as cleaning supplies, etcetera, a “Refund and Miscellaneous Expense” form should be used. A sample form is shown on the following page. The attendant must fill out the date, time, customer name, machine number, and amount of the refund.

Refund and Miscellaneous Expense Form (PDF, 11KB)

** Information includes materials obtained from the Coin Laundry Association and other sources.