How to Reduce Detergent Complaints in Your Laundromat

Detergent complaints are one of the most common issues laundromat operators face. Customers put bleach where softener goes, overfill detergent compartments, or just dump everything into one slot (our soap dispenser guide by brand shows which compartment is which on Speed Queen, Huebsch, Dexter and Wascomat machines). The result: stained clothes, soap residue, and angry customers who blame you.

The good news is that most detergent complaints come down to one root cause — unclear soap trays. Here's how to fix it.

1. Color-Code Your Soap Trays

The single most effective change you can make is installing color-coded soap tray liners. When each compartment has a distinct color that matches a corresponding label, customers intuitively know where to put each product. No reading required — just match the color.

This works especially well in multilingual locations where text-only labels fall short.

2. Add Bilingual Labels

If your customer base speaks multiple languages, English-only labels are leaving half your customers guessing. Bilingual labels (English/Spanish, English/French) eliminate confusion for a wider audience, and the business case for bilingual labels goes beyond fewer complaints. The investment is minimal — a few dollars per machine — but the reduction in complaints is immediate.

3. Clean Soap Trays Regularly

Soap residue builds up inside trays over time, especially in high-volume machines. A weekly cleaning with warm water and a brush prevents buildup that can cause drainage issues, mold, and odors.

4. Post Clear Instructions Near Machines

A simple laminated sign explaining where each product goes can prevent dozens of complaints per week. Keep it visual — use arrows, colors, and minimal text.

5. Use the Right Detergent for Your Machines

Most commercial front-load washers are designed around HE (high-efficiency) detergent. Using a full dose of standard detergent in them creates excess suds, residue, and drainage problems; Alliance's own guidance is to halve the dose if you use non-HE detergent. How to choose the right detergent for your commercial washers covers the options.

The Bottom Line

Most detergent complaints aren't customer errors — they're design failures. When you make it obvious where each product goes, complaints drop. Color-coded liners and bilingual labels are the fastest, lowest-cost fix available.