The single most critical moment in any shoe cleaning transaction happens before a single drop of cleaner touches the shoe. The intake process is not just a formality; it is your primary defense against disputes, a tool for setting clear customer expectations, and the foundation of a standardized, professional service. A haphazard intake—or worse, none at all—exposes your business to claims of damage, erodes customer trust, and creates inconsistent results.

A disciplined intake process, guided by a comprehensive checklist, transforms your front counter into a quality control checkpoint. It ensures every customer interaction is thorough, every shoe's condition is documented, and every service request is clearly understood. This isn't just about paperwork; it's about building a systematic operation that protects your reputation and your bottom line.

The High Cost of Undocumented Intake

When a customer brings in a pair of shoes, you are taking temporary ownership of their property. Without a formal intake process, you are accepting all the risk. A customer might forget about existing scuffs, stains, or weakened glue. If they see those same issues after your service, they will naturally assume you caused them. This leads to time-consuming disputes, costly refunds or replacements, and damaging online reviews. As detailed in our guide to commonshoe laundry business mistakes, skipping this step is a frequent and expensive error. A structured checklist mitigates this risk by creating an agreed-upon record of the shoe's condition from the start.

What to Capture on Your Intake Checklist

A robust intake checklist is more than just a customer's name and number. It's a diagnostic tool that captures everything needed to perform the job correctly and protect your business.

• Photo Documentation: Non-negotiable. Take clear, well-lit photos of the shoes from multiple angles (top, sides, soles) to document their pre-service condition.

• Condition Notes & Stain Map: Go beyond photos. Make written notes of specific issues like deep scuffs, frayed stitching, or weakened adhesives. Use a simple shoe diagram (a "stain map") to pinpoint the location of significant stains.

• Material ID & Colorfastness Risk: Identify the primary materials (e.g., suede, leather, canvas). Note any potential risks, such as vibrant colors that may bleed, which helps in managing customer expectations.

• Customer Expectations & Disclaimers: Ask the customer what result they are hoping for. Use this opportunity to provide a realistic outcome, especially for tough stains or existing wear. This is also when you secure a signature on a waiver acknowledging cleaning risks.

• Requested Services & Upsells: Document the core service requested (e.g., "Standard Clean") and any approved add-ons like midsole de-yellowing or water-repellent treatment.

• Turnaround Tier & Pricing Confirmation: Clearly state the selected service speed (e.g., Standard 3-Day, Rush 24-Hour) and confirm the total price with the customer before beginning work.

• CRM & Contact Consent: Get explicit permission to contact the customer with updates and for future marketing, a key element of customer retention strategies.

A 7-Step Intake Workflow

Integrating a checklist into your daily operations should be seamless. Here is a simple workflow:

1. Greet & Inspect: Greet the customer and perform an initial inspection of the shoes with them.

2. Photograph: Place the shoes in a designated, well-lit area and take your standard set of intake photos.

3. Document: Fill out the checklist, noting materials, conditions, and stains.

4. Discuss & Set Expectations: Review the condition with the customer, point out risks, and confirm the services and pricing.

5. Secure Signature: Obtain the customer's signature on the checklist or an associated digital waiver.

6. Tag & Store: Securely tag the shoes with a unique order number that matches the intake form and move them to the "queued for service" area.

7. Enter Data: Input the key information into your POS or CRM system.

Using the Checklist for Training, Storage, and Improvement

Your intake checklist is more than a customer-facing document; it's a powerful internal tool.

• Storing Evidence: Store digital photos and signed waivers in a structured way (e.g., in a cloud folder labeled with the order number). This provides instant access to evidence if a dispute arises.

• Training Staff: The checklist is a perfect training guide. It forces new employees to follow a consistent, thorough process, ensuring that your standards are met regardless of who is at the counter. It turns your operational logic into a repeatable action, reinforcing your Standard Operating Procedures (SOPs).

• Integrating with Pickup & Delivery: For remote orders, the checklist can be adapted into a digital form that customers fill out online. They can even upload their own photos, making them a partner in the documentation process.

• Measuring What Matters: Track how many disputes or rework requests you get. A declining rate of both is a clear indicator that your intake process is working effectively. This data is vital for a successful shoe washing business.

A consistent intake process is a hallmark of a professional operation. It builds trust, reduces errors, and provides the documentation needed to run a scalable and defensible business. To help you implement this immediately, we've created a comprehensive, print-ready checklist. Download the template and add it to your SOP binder to ensure your team never misses a step.