Let’s face it: you can’t do it all.

Even superheroes need a sidekick. Batman had Robin. Iron Man had Jarvis. And you, laundromat owner, need a “Key Person.”

This week’s deep-dive is all about attracting, hiring, and developing that rock-solid team member who becomes your eyes, your ears, and sometimes, your sanity. This person doesn’t just clock in and fold towels… they lead, they solve problems, and they care for your business when you’re not there. They’re the difference between owning a job and owning a business.

Let’s talk about when it’s time to hire one, what to look for, and how to make them love working with you.

When Is It Time to Hire a Key Person?

There are two big signals:

1. You’re Maxed Out

If you find yourself constantly answering phone calls, running back and forth between stores, fixing machines at 9pm, or handling every customer complaint - it’s time. Your time is your most valuable asset, and burning out isn’t a growth strategy.

2. Your Revenue Can Support It

If your store is generating enough to pay someone $15-$25/hour (depending on market) to manage operations, you’re buying back your freedom and sanity. Even part-time to start is better than nothing. Eventually, a great Key Person helps your business grow enough to easily cover their cost and then some.

What Makes a Great Key Person?

Not all employees are built for this role. A Key Person is part manager, part technician, part therapist, and part Jedi.

Here’s what to look for:

1. Leadership without Ego

They don’t need a title to lead. They naturally take initiative, step in when things get hectic, and are respected by the team. They don’t gossip; they guide.

2. Calm Under Pressure

Whether a machine floods or a customer threatens to leave a nasty review, they stay cool and collected. You want someone who can keep their head when the dryers are down and a customer is shouting.

3. Accountability First

No finger-pointing. No excuses. Your Key Person should own their wins and their mistakes. If a shift went sideways, they’re the first to tell you what happened and how they’ll fix it.

4. Tech-Curious

No, they don’t need to be a certified repair tech, but your Key Person should know how to reset a stuck washer, troubleshoot a coin jam, or at least be able to talk through issues with a repair pro. Bonus points if they can change out a water valve or replace a belt.

5. People Whisperer

They’ve got to be able to deal with angry customers, late employees, and first-time wash-and-fold clients with the same level of grace and professionalism. They understand people and solve problems before you even hear about them.

How to Attract the Right Person

Let’s be real. You’re not going to find this person from a lazy one-sentence Craigslist ad.

You need to market the opportunity, not just the job. Use language that sells the mission and the future.

Example:

“Looking for a leadership role that makes a real difference? We’re hiring a Store Manager who can help run and grow one of the best laundromats in town. You’ll lead a small team, help customers, learn to troubleshoot basic equipment, and work directly with ownership. This isn’t just a job, it’s a path to grow into a higher-paying leadership role with a company that cares.”

Make sure you:

• Post in local FB groups and community boards
• Offer a signing bonus or paid trial week
• Ask your best current employees who they know—referrals are gold

How to Train Them to Win

Once you’ve found your potential Key Person, don’t just toss them the keys and wish them luck. Invest in their growth:

1. Train in Layers

• Week 1–2: Have them shadow you or your best team lead. Show them daily routines, customer service standards, and how to clean and close down properly.
• Week 3–4: Teach them how to run wash and fold, manage inventory, use your POS system, and understand your delivery app (CleanCloud, for example).
• Week 5–6: Start training on basic equipment troubleshooting, what to do in emergencies, and how to fill out simple maintenance reports.

2. Role Play Scenarios

Customer won’t stop yelling? Dryer won’t stop spinning? Run through mock situations. Help them build confidence in the chaos.

3. Give Them Authority

Don’t micromanage. Let them make decisions. You can’t ask them to take ownership if you never hand them the reins.

Show Them You Appreciate Them

You want to retain this person for the long haul? Here’s how:

• Give praise often (especially in front of others)
• Pay them well and review raises quarterly
• Buy them lunch once a month or write them a thank you card
• Let them take a real vacation—and cover their shift for them
• Make them feel part of the mission, not just another staff member

The right Key Person is worth more than you’ll ever be able to pay them in dollars. But if they feel seen, valued, and respected, they’ll be loyal for life—and your business will never be the same.

Final Thought

Hiring a Key Person doesn’t mean stepping back from your business, it means stepping into your real role as the owner, not the operator.

You didn’t build your laundromat just to be chained to it. A Key Person unlocks freedom, growth, and a better life for you and them.

So ask yourself:

Is it time?

If the answer is yes, go find your Robin.

And treat them like a HERO!

Need help writing the job post or training your Key Person? Laundry Advisors subscribers get full access to templates, video walkthroughs, and coaching. Let’s build your dream team - one key hire at a time.