ATTENDANTS STEALING THE LOOT!

[LEEHUSTON]

I have another attendant, I am sad to say, helping me keep the profits down. This person is one of the best I have ever seen at customer service and does a hell of a job on wash and fold orders, but she has been destroying tickets and putting the money in her pocket. Of course, I have not been looking at the ticket numbers as often as I should have or I would have caught her earlier. If you have numbered tickets keep an eye on them. Unfortunately, you may learn that you have another silent partner. Very hard to trust employees when this happens!

[Howard]

First, if you don't keep an eye on things it motivates many to take advantage of you. That said, put up a sign that to the customers that if they don't get a ticket the wash is free. Explain to your employees that they must give a ticket, and they will pay for the wash out of their wages if the customer gets it free because they did not give a ticket. Next, let them know you keep track of the tickets by number. If they have to void one, write void on it and keep it, don't destory it. Next, make spot checks on them. Hope this helps some. You could always put a camera system in and catch them in the act.

All that said, if they are really that good at everything else, maybe you over look the small shrinkage and consider it compensation to keep an otherwise valuable employee. The choice is yours.

[BKROSS]

Hey Howard---

All of your suggestions were great except for
your last paragraph! Since when should a "silent partner" be rewarded for stealing??
NO ONE, in my opinion, is THAT valuable. Today he/she's stealing quarters, tomorrow who knows what will be missing?????

[Howard]

Well, that last part is a judgement call. You have to weigh the cost vs benefit. You are correct that it could be a risk, and the take could increase. But, what would it cost you to replace and train someone else and have them come up to speed. How many hours would you have to put in yourself from the time you fire them till you get someone else. How much will it cost you for legal help when they sue you in this day and age for wrongful termination, even though you were not wrong? What will it do to you unemployment rates? Add all these costs together and then make up you mind. In a perfect world you are 100% correct, like it or not, in this world what I said may unfortunately be the way too go.

[petefritz]

Once a thief, always a thief. Just how it goes. I have been thru this, and have done what Howard mentioned. Not worth it. I would take a look at the w/d/f level of business. If you are not making much more than revenue than you are paying in wages, give the whole thing to her in exchange for free rent, made up by her labor cleaning. That way, she puts quarters in your machines, you got the key.

[Trab]

On keeping track of tickets:
I too have had silent partners. I have developed a low cost tracking sheet that not only helps to keep the attendants from destroying the tickets and pocketing the money, but keeps me on task of keeping track of them.

I have ticket books that have a total of 50 tickets. Using spreadsheet software, I listed in two columns the numbers of each ticket and the date they were written. The attendants have been instructed to write down the tickets as they use them. I am the only one who can cross them out. I cross them out and put my initials next to the ticket number only after I account for the ticket and the funds that go with it. If you would like a copy of the sheet e-mail me at trab200@aol.com. The software I used was MS Excel.

Problems: This still does not stop an attendant from voiding tickets. All tickets should be accounted for. Any voided ticket should send up a red flag and be followed up on. I make all my attendants get a phone number from my drop-off customers. The last attendant I fired voided a ticket. I called the customer who stated he was very happy with the service he received from his 30 pound drop. I didn't see a dime. She didn't receive her last paycheck either.

[Doretha]

Please e-mail me a copy of your work sheet.
worthy@greater.net

[SecretarytoBraveDave]

Last year we lost two key employees who had done wash,dry and fold for the business for 20+ years. They were irreplaceable. Unfortunately business fell off some, maybe due to the economy, maybe not. But I keep tight tabs on the wash, dry and fold tickets. The attendant writes in sequential order each ticket number with the name, date and phone number for each customer on a yellow legal pad. The tally is from Monday through Friday. I tally the weeks total, making sure each ticket is accounted for. I may have a voided ticket, but I make them keep the ticket and turn that in too. Fridays, I take the prior weeks laundry ticket numbers that have not picked up, and put that on a yellow legal, and then add the current weeeks laundry ticket numbers to that. I then physically verify each ticket number and laundry is also accounted for. It is a pain in the ... that I must do this. But the attendant can't seem to comprehend accounting. But I am sure that all the laundry IS accounted for. Stealing can happen, if no ticket is given................

[Beth_Hoffmann]

With fairly good success, I've used a system of 3-part invoices: #1 to me with paperwork on the shift the order is taken, #2 is attached to the order, #3 is in the "open" box until order is picked up and then it is date-stamped PAID and initialed by the attendant and goes in with that shift's paperwork.

I have the attendants write down the starting and ending ticket number on their paperwork so there's no missing ticket between shifts. Also, all VOIDs must be submitted with paperwork.

I then track the ticket numbers on an Excel spreadsheet and quickly follow up on any missing tickets or missing payments. (I track ticket number, amount, and paid amount).

I also have a "pick-up log" and have the customers sign, date, and time when they pick up an order. The attendant has to sign also. This has helped reduce the orders that disappear without money. MOst customers are good about signing.

I follow up on missing tickets or money promptly with the attendant on duty or with the customer. The attendants know I watch like a hawk and after a couple of "mysteries" they are gone. Vigilance in the key, I guess. Good luck.

[ekenma]

New to the business and I wanted to see if people have more new ideas on this very topic of silent partners as this is an old post.
Look forward to hearing from the current posters.