20  FABRICARE
COVER STORY
Understand the logistics of implementing a kiosk. 
Implementing a kiosk can be a complicated process, so it’s 
important to go in with a realistic view. 
“Adding a kiosk isn’t simple,” said Waterstraat. “Most 
drycleaners are going to have to retrofit their counter, which 
is going to take a contractor. This means if you’re going to 
actually be unattended at any point, you have to close in that 
area. Depending on your city’s rules, you may have to get 
electrical permits, put in a wall, and deal with fire concerns. 
Those things aren’t necessarily anticipated when you get ex­
cited about the idea.”
Think about the kiosk layout. Once you have an idea 
about the realities of building a kiosk, think about the best 
layout and make a plan. Where is the best location for the 
kiosk in your store? Do you want your business to become 
fully or partially automated? What kind of functionality do 
you want in a kiosk?
Loeb’s three kiosks are in the lobby of each location and 
they all look identical. The machines are reminiscent of the 
experience you’d have going to an ATM at your bank. Like 
their bank, customers have the option to use the automated 
system, get service from an em­
ployee, or choose a combination 
of both.  
Loeb describes the customer 
experience this way: “You scan 
the door with your code and the 
doors unlock. If you’re not a regis­
tered customer, you can’t access the 
premises. When you do access the 
premises, the kiosk welcomes you 
and lets you know you’re under video 
surveillance with a live guard.”
Get help from colleagues. 
Business owners may get in­
formation 
about 
kiosks 
from 
manufacturers, but there’s no sub­
stitute for seeing them in action 
and receiving input from colleagues 
who have successfully automated 
their own businesses. The good 
news is, there are plenty of people with kiosks more than 
willing to help.
“If you’re thinking of installing a kiosk, find another 
cleaner in your area who has one, and take some of your 
core staff to see it,” said Machesney, who was one of the first 
in New England to incorporate a kiosk into her cleaners. “A 
cleaner down in Boston has several kiosks now, but ahead 
of their first one, we had their store manager come up for a 
day and work with us. That way, they could find out how to 
handle certain situations and what the common frustration 
points are.”
Expect some pain. You’ve chosen the type of kiosk 
you want. You’ve decided where the machine should be 
located in your business. You’ve gone through the hurdles 
of permitting and working with contractors. You’ve finally 
gotten the kiosk installed. Now that you have this shiny, 
new technology in your business, it should be smooth 
sailing, right?
Wrong.
It’s true that cleaners can experience a great deal of 
rewards from automating with kiosks. However, before 
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Self-service kiosks and lockers offer customers convenience at Helena’s Cleaners in 
Seattle, Washington.

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