Cultivating a faithful customer base is no easy task and must be considered one of the most important objectives of any new car wash. But once a critical mass of happy local customers are familiar with the brand and wash process, a wash’s work is still far from over. Maintaining these customer relationships and encouraging both increased loyalty and frequency among return customers is an ongoing objective crucial for meeting a facility’s maximum potential.
Any length of car wash downtime is costly, and managers and operators should work diligently to prevent and minimize such occasions. Fortunately, with a thorough preventive maintenance schedule, robust backup systems, an up-to-date inventory of detergents, and a good stock of spare parts, the problems that cause downtime can be largely eliminated or minimized.
Car wash owners, operators, and staff all have an obligation and a mission to offer the best possible service and accommodation to all customers, regardless of their age, gender, or attitude. But taking care of people and delivering that outstanding customer service can sometimes be a challenge, especially when customers are difficult, irritable, or even abusive.
But what about those customers who don’t mean to be problematic but who genuinely have struggles that may require special care and assistance? What about those who struggle with the very experience of the car wash itself?