Me vs. The Customer

[Red Baron]

Sometimes I feel like it's me against them when I get one of those goobers at the car wash who is just there taking up the bay on a very busy day (yesterday), spending a whole lotta time and very few quarters.

The guy yesterday was cleaning a half dozen aluminum racks from a restuarant. Number one, our signs say no grease and no restaurant equipment. I watched him on the video for quite awhile, soaking the racks down with his can of degreaser, letting it set, then rinse and repeat. The final straw was when I noticed that he'd discovered that my Weep Mizer was set wrong and a pee stream was coming out constantly, allowing him to do the whole job for no money. So, I turn the monitor so I could watch him, then turn off the ball valve supplying weep water. He looks at the wand wondering why the water stopped, shook it around as though that might help, then headed to put the wand back in the holder. I turn the weep water back on just as he gets to the holder, so he heads back to his racks with it, back off, repeat, repeat. lol I frustrated the goober enough that he finally put some quarterrs in. I shoulda just ran him off but I was having too much fun.

 

[MEP001]

I did something similar to someone at work once - he was using an air sander, and I was kneeling behind a cabinet pinching off the air hose whenever he'd bring the sander in contact with his work. He'd lift it off and I'd unpinch it so it would work again, and he was cussing up a storm. Three other guys were watching him and snickering while this went on for a good ten minutes. He finally looked at it, touched the tip of his finger to the sander and I pinched it off again, at which point the others started laughing. He finally looked up at them, saw them looking at me and turned around to see what I had been doing.

As far as not letting them wash stuff like restaurant equipment, I agree with you completely. I kept finding food and grease in a various bay every few days and finally caught two guys from a Papa John's washing the oven conveyors. I'll just say no to any of 'em now, mainly because it wouldn't be right or easy to try to pick and choose which ones to allow. Also for the $5 they spend each time, it's not worth the risk of losing even one regular customer who gets something gross on their clothes or upholstery.

 

[Eric H]

shook it around as though that might help

The hose shake is my favorite

 

[Red Baron]

One of my favorite annoying things to do is to say one thing that absolutely contradicts what follows. I once caught a guy scraping mud off in my bay when we were obviously closed. After he flunked the attitude test, I told him: "No offense man, but you're obviously not smart enough to use a car wash..."

The ability to offend greatly and with an economy of words, I count as one of my skills.

 

[Bubbles Galore]

Hahahahahahahahaha!!!!

Not smart enough to use a car wash. I am definitely going to have to use that one.

 

[jloebker]

Sorry boys I just can't help myself. Yes lets frustrate, humiliate, and pi$$ off as many customers as we can. Then we can all wonder why business is down for the year. I have found if I approch the "mudders" "greasers" and the general "a-holes" with a professional attitued and politely ask them to "please tiddy up the bay" when finished, most do. I'm sure most of these people have another vehicle, plus wife plus teenagers cars. I can't afford to loose that business.

 

[Red Baron]

Sorry boys I just can't help myself. Yes lets frustrate, humiliate, and pi$$ off as many customers as we can.

Sorry, I disagree. I get my feelings hurt if a couple of people per week don't tell me what a nice car wash I have. I'll gladly run off 2 hillbilly ingrates who are masters at making the maximum mess for the minimum quarters, if it means 98 others are glad I did so they don't get grease on their hands and clothes when they pick up the wand.

Then we can all wonder why business is down for the year.

Well I'm probably a fool for admitting this, but I've been up every quarter since I opened this wash in 2005, except for an extremely wet first quarter last year. Maybe you're missing something - maybe one secret to doing well in a cruddy economy is catering to people who appreciate a nice wash and who're willing to spend a little more there. Some sell the "Start For 25 cents" angle, and that's fine, but that's not for me. I'm going the other way; I'll soon be the first car wash in the area that takes $2 to start. You wanna sneak in and clean a lawnmower, it will cost you $2!!! I was the first in this area to go to $8 on my top IBA wash and my customers never batted an eye. The guys with the trailer full of trannys and lawnmowers, or the guy with the greasy restaurant racks can go to elsewhere - and if that means I don't get to wash his wife's Corvette...oh well.

I have found if I approch the "mudders" "greasers" and the general "a-holes" with a professional attitued and politely ask them to "please tiddy up the bay" when finished, most do.

cont...

 

[Red Baron]

...That hasn't been my experience. My experience has been that 9 times out of 10 they either take offense, because after all this is a car wash, or they say they'll "tidy up" but drive off as soon as I turn my back. If a greaser comes I tell him the truth: "Look, you may well be one of the few who cleans up his greasy mess, but the problem is that other people see you here cleaning your backhoe and think 'Hey, it must be ok to bring my tractor down here too,' and next thing you know I get greasy mess-makers in here who don't clean up after themselves."

I used to think I was by myself on an island with this thought, but just in the last couple of years I see signage at nearby Lubbock car washes that threaten up to $10,000 fine for excessive mud or grease. I really, really, really think the car wash industry has an image problem in this area. For too long they/we have allowed the consumer to think that they can do/leave whatever they want at the car wash in exchange for also leaving a few quarters. I'll get out of this business before I'll run mine that way - life is too short and the money not that great.

 

[Red Baron]

I should clarify that I'm not a meanie to the mudders, greasers and bed washout guys. My policy is very simple: they have to do 2 things wrong to hear a harsh word from me.
1. They have to ignore very clear signage that says they can't wash deer corn, etc. from their truck bed into the bay. and;
2. When I calmly point out the sign in case they didn't see it, if they cop an attitude with me and start mouthing off about this being a car wash and that's what car washes are for, I don't want his business. Period.

 

[Red Baron]

OK, let me clarify some more. Doug Arrant from Jim Coleman called me last week. As we talked he mentioned "Oh, yeah, I know your area, I'm from Ralls 14 miles away. I tell car wash owners all the time "He don't complain, at least you're not in West Texas, which is the absolute worst place in the country to be in the car wash business because of the mud, etc."

Last year I filled up empty 48" diameter x 7' deep pits with mud in just 2 weeks. Add to that the farm vehicles (grease tractors, plows, 4-wheelers) and the deer hunters who blast deer blood and guts, deer corn and mud everywhere, and you begin to see why we have to be more strict or the place will be trashed all the time.

 

[Waxman]

Here's this new guy's carwash philosophy:

" Muddy, dirty bays are well-used bays".

Sweeping is great exercise! Try pulling the broom towards you for a super abdominal workout!


Period. End of Story.

 

[MEP001]

I can't afford to loose that business.

If you can't afford to lose those undesirable customers, maybe there's something else wrong. I, like Red Baron, won't allow customers to leave an excessive mess behind, and I get regular compliments on the wash. Income is also still climbing since we opened, and I find fewer and fewer severe messes. I can't imagine any better way to run it.

 

[MEP001]

" Muddy, dirty bays are well-used bays".

Mud is fine by me, as long as it's washed off a car or light truck. The last guy who pulled a tractor into a bay (Owned by a fencing company, had an auger attachment on the back) immediately started cussing me when I told him we didn't allow commercial equipment. Even though he told me he was just going to wash the front, I'd seen him there before on video washing a bunch of mud and grease off the auger and drive.

 

[Red Baron]

If you can't afford to lose those undesirable customers, maybe there's something else wrong. I, like Red Baron, won't allow customers to leave an excessive mess behind, and I get regular compliments on the wash. Income is also still climbing since we opened, and I find fewer and fewer severe messes. I can't imagine any better way to run it.

I think that, depending on the demographic you serve, lowering your price and accepting whatever Mr. Messmaker wants to do, has the opposite effect as intended. Thinking back to before I owned a car wash, I never gave 2 seconds thought to whether the SS bay cost me $4 or $6. Not only was I willing to spend $6 for a nice clean, modern place, but I didn't mind driving past 3 dumpy ones to get there.

I'm glad some wash owners are willing to let these guys make a big mess - it gives me some place to send those customers.

Side Point - When I went to work selling roofs for my dad 28 years ago, one of the very first lessons he taught me was: There will always be the customer for who price is the absolute most important factor. And there will always be the cost-cutter roofer who is willing to low ball everyone else. The sooner you can get those two guys together and out of your hair, the better off the company will be.

 

[jloebker]

Well Boys, I guess the $hit don't smell till you stir it. I've been $2.00 for 4min. since I bought my wash in 2003, built in 1985. 2004 up 16.2% 2005 up 10.1% 2006 up8% 2007 up 9.3% and yes 2008 was only up 3%. Yes i'm also concerned when I don't get customer congrats at least 1 or 2 times a week, but I can't take congrats to the bank. I can only take money. I want everyones money, yes even the "Hillbilly Ingrates". With over 40yrs. in retail I can say it is much easier to keep a customer than to find a new one. That $10,000 fine for trashing a bay sounds great, try and collect. Grab the shovel push the broom, "TAKE THE MANS MONEY"

 

[Whale of a Wash]

I live in probably one of the colder spots in the lower 48, and when its well below zero,, we have a 10% chance the person , came in to change lightbulbs, fix a tire etc, the same guy you guys are dealing with. Mr I want something for nothing. I want you to try this, bargain with them. I tell them they have to throw me a bone first. I say buy some vending, buy a wash cycle, help me out and i'll help you out. I usually only ask they they wash, and tell them what a bargain it is. I am not too proud to say-I need every customer i can get.
I have had people throw me a $10 bill to change a tire in a nice warm bay, when only asking for $1.75-(3min) . You need to negotiate, and everything in life is negotiable!! Try it just once, on the next one you want to throw out, tell the guy the kids are just getting used to 2 good meals a day, ya gotta help me out, just a little!!! Please post your results!!! Just once try it- you have nothing to lose from that kind - only to gain.

 

[Red Baron]

Maybe I'm getting old and senile, but I just don't want some customers. My most-used refrain has become: This is a car wash, not a maid service - you need to leave the bay in the same condition in which you found it.

 

[MEP001]

I live in probably one of the colder spots in the lower 48, and when its well below zero,, we have a 10% chance the person , came in to change lightbulbs, fix a tire etc, the same guy you guys are dealing with.

I'd say this is a totally different situation. Those of us discussing certain customers as undesirables don't have heated bays or have to worry that someone occupying a heated bay will cost us money. I would probably handle things the same way in your position, but as it stands if someone pulls into a bay at night to change a bulb, it doesn't bother me because the lights are on either way.

Our concerns are the guys who pull in and knock mud out of their fenders with the wand, wash greasy equipment, wash nails or other debris out of their beds that leave the bay unusable until it gets cleaned up. I don't want the problems it causes, I don't want to have to clean it up, and we're not hiring another attendant if I can help it (The last four were almost worse than having no one there at all).

 

[PaulLovesJamie]

" Muddy, dirty bays are well-used bays"

My customers will not pull in to a muddy dirty bay, so in my case muddy dirty bays are un-used bays.

There's an important factor nobody is talking about here - whether or not you have an attendant. I do not - therefore I am not willing to take a customers $3 in exchange for a wheelbarrow of mud and a bay that nobody else will use until I can get there to clean it up. I dont expect my customers to leave the bay "as clean as it was," but I also do not allow them to render my business un-usable. IMO, that is across the line.

 

[Red Baron]

My customers will not pull in to a muddy dirty bay, so in my case muddy dirty bays are un-used bays.

There's an important factor nobody is talking about here - whether or not you have an attendant. I do not - therefore I am not willing to take a customers $3 in exchange for a wheelbarrow of mud and a bay that nobody else will use until I can get there to clean it up. I dont expect my customers to leave the bay "as clean as it was," but I also do not allow them to render my business un-usable. IMO, that is across the line.

Yep. My situation too.

It's simple math to me. If I can eliminate 50% of the mess and stress by running off 5% of the "customers," it makes sense. And around here, typically, the guy who wants to exchange 6 quarters for leaving a mess that takes 30 minutes to clean up, never comes to wash his pickup anyway - he couldn't care less if it's clean and never uses anything but the "Rinse" function...he merely wants to leave me the mud his wife doesn't want falling off in his driveway after he's been out fiddling with his center pivots. If I gotta lose his wife's business to lose his, so be it, but I doubt that happens very often.