Run a gemba walk that separates observed facts from assumptions about customer behavior.
The move: go see before you spend. Gemba is the actual place where the work happens. For laundromats, it includes customer movement, staff movement, machine use, carts, folding space, supplies, signage, payment, and pickup. Reports tell you what happened. The gemba shows how it happened. Start with a question A useful gemba walk is focused. Ask where Saturday flow stalls, why drop-off orders age, when carts disappear, or where payment confusion begins. Without a question, you will see everything and learn little. Separate facts from explanations Fact: four customers tried the same card reader twice. Explanation: the reader is confusing,…
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