A 5 Point Checkup for Your Car Wash Team’s Customer Service

When visitors stop by your car wash, are they receiving good service? Are they making a connection with your facility? Do they leave with a smile and a positive impression?  Ensuring that each customer’s experience is as memorable as possible can be a challenge, and one that ultimately comes down to a single factor:

 

Your employees.

 

Whether you call them employees, staff, or team members, the men and women on-deck at your car wash are the ones who are providing instructions, maintaining the facility, addressing problems, and building that crucial inter-personal connection with your customers. Remember that they are as much a part of your wash as the walls or equipment and their behavior can be decisive in determining long-term success or failure.

 

This is why it is so vital that you train your employees to act and perform in such a way as to maximize customer experience and so that you can be sure your wash is operating at peak efficiency even when owners, operators, or general managers aren’t present.

 

1. Cell Phone Use

Do your employees use cellphones on the job, in areas where they can be spotted by customers? Using a mobile device or headphones on the job creates a dangerous distraction and signals that a staff member is not approachable, which can steer customers away when they have a question. Whether the team member is spraying down the bay, picking up the vacuum area, or working the pay window their ears and attention should be open.

 

2. Acknowledgement Radii

A good team member is engaged enough to notice when a customer is asking them a question. A great team member goes out of their way to acknowledge all customers in their personal space with eye contact, a smile, or a quick “Hello! How are you?” Actively interacting with customers who enter your employee’s line of sight can encourage interpersonal contact, build a sense of connectedness, and make customers feel seen, respected, and appreciated.

 

3. Upselling

Membership programs and extra services do provide better value for the customer, and therefore positive interactions and information sharing between customers and staff should naturally lead to upselling at the pay window or elsewhere around the wash. Train your employees to explain the benefits of different services or membership programs in a friendly and relaxed way without coming off as pushy or aggressive.

 

4. Regulars

Car washes thrive on repeat customers and repeat customers frequently begin to recognize and relate to the different team members they encounter. Encourage your staff to learn the names of these frequent visitors and greet them when they return, ensuring that they have a reason to keep coming back for years to come.

 

5. Smiles

A simple smile makes a big difference and can change an area’s entire atmosphere, associating your wash with a relaxed and positive experience and increasing the customer’s satisfaction on an unconscious level. Smiling (even on the phone!) shows that your employees are happy, friendly, approachable, and willing to go the extra mile. Reward employees who have a positive attitude and set the trend yourself by smiling and interacting positively with your employees during work hours.

 

Check back for more articles on modern car wash operations and training, or visit our Homepage and Webstore today for high-quality car wash equipment, site designs, detergents, parts, and more.

 

Tommy Car Wash Systems

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5 thoughts on “A 5 Point Checkup for Your Car Wash Team’s Customer Service

  • December 8, 2016 at 3:42 pm
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    I like Num. 2 where you talk about acknowledge that a customer is in your presence. So, even when my employees have head phones on, they will be respectful and talk to the customers.
    I also like Num. 4 of how the employees should build a relation ship with the customers. These are great points! Not just for car wash but for any business. Awesome, love it!

    Reply
  • October 25, 2016 at 7:37 pm
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    Seems like these days, cell phones are the biggest problem in the customer service industries. Every kid has one, and every kid is glued to it.

    My advice, get some lockers and have them put personal belongings in there while they are on the clock.

    Reply
  • October 18, 2016 at 9:41 pm
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    The cell phone thing is definitely true, I took my car recently to a car wash close by and several employees were in the bay talking on their cell phones. It just gives a bad impression of the work they do.

    Reply
  • October 5, 2016 at 12:50 pm
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    Hm. Smiling is a good one to forget. It plays a vital role when it comes to customer service.

    Customers love to come back to good customer service providers.

    Reply
  • April 20, 2016 at 12:03 am
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    Getting the customers to leave with a smile can be challenging in the instant gratification world that we live in. Yet it is what we all strive for. Thanks for the tips!

    Reply

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