One of My Worst Days In The Car Wash Business

[Red Baron]

I had a confrontation at the car wash today. Last week at about 10:30pm I'd just finished cleaning the entire car wash, mud, trash, and mud, etc. It had been a 14-hour day, my prosthetic leg was killing me with every step, but I was ready to lock up and go home. Just as I walked out the front door 2 ladies at the ACW threw some trash out the window and door (2' from a trashcan). I found out who they were and left a voicemail that if they don't have any more respect for my property than that, they need to wash elsewhere. I then sent a letter with a mild apology and an explanation of our policies, and a $9 wash coupon.

A few days later when I got up there were 2 very nasty voicemails telling me:
1. I violated their privacy rights and the law by running their tag number (I didn't, I got their info from someone who know them, then simply got their address from the phone book).
2. It's my job to pick up the damn trash myself.

The next day I called the lady and apologized and smoothed everything over...I thought.

Then her dad comes storming up to me at the wash today while I was talking with 2 other guys. After some heated discussion about what had happened, he called me a liar. That lit my fire a little bit for a guy to come onto my property and call me a liar in front of other people. Things got a little heated and I told him to leave and not come back. He told me he knows a lot of my customers and he'd see to it I lost their business.

It's days like this one - though few and far between - that make me want to do something else.

 

[under pressure]

To me it sound like you were too nice, they throw trash on the ground and you send them a wash card.

 

[AutoWasher]

I'm Not much of a poster, but after picking up trash in my wash today I think you were spot on and they did not deserve any apology.
Shame on the father for backing a kid who throws trash out her window.
This dad probably yells at teachers for giving his kid a bad grade.
(I have 4 kids)

D

 

[MEP001]

I wouldn't feel bad for these people or what they claim they can do to your business. I've had the same issue with "customers" before, like when I've just spent two hours pressure-washing the lot and someone pulls in to wash out their bed. They think they have the right to do what they want by spending the minimum amount, and you just know these are the same type that think they have the right to anonymity and are immune to responsibility because of it. Chalk them up to the small percentage of people that make the largest percentage of problems for you and forget about them - you'll be happier. I certainly don't lose any sleep over the few for whom I've had criminal tresspass warrants issued to keep them off the property for good.

 

[Red Baron]

Ya know, sometimes I just want to tell those idiots: "Look across the street at the Dairy Queen, they won't let you on without a shirt and shoes. The gym next door won't let you in with a 6-pack or smoking a cigarette. The bank over there won't let you in with a gun even if you have a concealed permit. Every business has policies, and every business owner has the right to implement those policies. So why in the world do you think a car wash cannot have any policies???"

And the frustrating thing is the goober I had the problem with today, told me twice that I run a nice car wash. Can't people like that connect the dots and realize that it's nice because of our efforts and our policies...otherwise he'd need to trek thru 6" of mud to wash his car and get grease on his hands and clothes.

 

[madscientist]

Everybody that guy knows ignores what he says. He won't cost you a single customer. The people who get stuck listening to him talk about you (if he does it at all) will probably understand your side.

 

[Red Baron]

Thanks for checking my six, guys.

It's no fun getting beaten up for trying to do the best job you know how and trying to offer your customers a great car wash.

I wonder how many of those dopes pull in to Sonic and demand they put frito pies back on the menu - afterall, the owner isn't entitled to make decisions for his business.

 

[Faceonglass]

I would have just picked the trash up, but with each passing month I am getting less tolerant.

In the end though, this lady will not be tossing trash on the ground in the near future and you have undoubtedly saved someone else a bit of trouble.

 

[soapy]

I always remeber years ago when my father, a self employed businessman, heard a similar complaint. WHen they said they would tell all their friends not to use his business he said "thanks, if they are anything like you I don't want their business." For me it was words to live by.

 

[Carl]

You Won't Lose One Quarter From Those "Bad Mouthers"!

Red Baron - I'm glad the posters here helped you get to feeling better after all that you described that had happened. Take it from me! The day after Thanksgiving '09, I had to deal w/ this hysterical customer who blamed ME for paint coming off her car because "my pressure is too high or something". Her car was old and I got into at first a very civil, but getting more and more "heated" debate w/ her as to "WHY WOULD THIS BE MY FAULT?" I held my ground for a while almost as if I were a good lawyer. I told her, "Ma'am, if I am truly at fault here and should indeed pay for what I believe was your mistake, then THERE MUST BE SOMETHING I SHOULD CHANGE ABOUT MY SELF-SERVICE BAY BUT THERE IS NOT ANYTHING I SHOULD OR WILL CHANGE!" To make a long story short, she used those "magic words" which you guys seem "unphased" by and trust me, I'VE LEARNED FROM THIS THREAD TONIGHT AND YOUR EXAMPLES but she said, "I have many friends around here and I will tell each and everyone of them that you don't want to take care of your customers and it will ruin your business!" I fell for that darned trap. Paid around $275.00 to a body shop to get her car repainted in that area in which my high pressure self-service bay gun (only 1,080 psi) "took off paint from her car". TICKS ME OFF TO THIS DAY THAT I CAVED IN and so yeah, I love the post where the poster said to the rude customer in response to the threat that he/she would tell everyone about this, "Thanks! If they are anything like you, I don't want their business!" I so wanted to tell that bee-autch that I'm sorry but my carwash's pressure is going to everytime peel her crappy old car's paint even more so stay away, please! But I didn't say it...

Keep on doin' what you're doing taking care of your nice wash, Red Baron, and best wishes to all here for a better year than the rough one we all probably had in '09! - Carl

 

[Reds]

What goes around comes around - if someone is rude and ignorant enought to trash my property I respond in an appropriate way. I don't mince my words because I don't want them to come back and I tell them just that. I have had my fill of a$$h..... and I don't have any tolerance for them. The customer is not always right.

 

[Waxman]

Hey Red;

The support you've gotten is indicative of folks w/decency and common sense.

Your customers here lacked these things, so there's no reason for you to feel badly.

Quality and service at a high standard is what your carwash provides. Your actions are consistent with your standards.

Case Closed/Judge Waxman

 

[rph9168]

My grandfather always owned his own business and I remember when I was a kid that he used to say that one of the benefits was that he could chose who he did business with. He did well, enjoyed what he did and his customers loved him. Red, I am sure that your customers appreciate your efforts to provide them a nice, clean facility and probably would applaud your efforts to keep it that way.

 

[jloebker]

It's only a car wash for Gods sake

Once again I just don't get it. All of this time wasted, and increase in blood pressure over a little trash.

 

[Whale of a Wash]

I don't know if i have the energy to find out who would have dumped the trash, but try this next time, don't let them know where your from. You can throw in some more words about them(*&^%) , without retribution. You can't change people, , but you would feel better , they wouldn't blame the wash, and come back and fight with you. Unsigned letters are like a hit and run, you feel more violated. Also wait a few days to mail it, You might change your mind.

 

[Waxman]

I do get it: littering is illegal, disrespectful to the property owner and the land itself ( and really to yourself too if you wanna get all new agey about it).

Is should not be tolerated. Whether or not a person's b.p. spkies is a matter for their own mindfulness/health/sanity.

This forum is good because instead of doing something we'd regret, we gripe about it to others who can empathize. Maybe it actually lowered (gasp!) his b.p.!

 

[Greg Pack]

Well, I don't like inconsiderate people either, but let's face it the well-groomed go to the full serves

I'm down to one wash and have been cleaning it for a few years. It's been more nerve racking than owning multiple locations ( I had eight at one time) and having clean up help. Many customers do not appreciate the effort it takes to keep a carwash really clean. As a result they tend to underestimate the time it takes to clean up what they leave behind. I had a guy come in two days ago. he spent 12.00 blowing mud out from his undercarriage. Out of curiosity I timed the cleanup effort. it took me twenty-eight minutes. One could argue I still made a profit, but it would have been a lot easier on me if someone else cleaned it up.

If you think about it, the owners who are militant about messes at the wash (me included) usually have to clean it up themselves. Most owners that let it roll off their back have someone that cleans it up for them.

Anyway, I have always recommended to friends that they pay cleanup help if there is any way they can afford it. It really changes your attitude about the SS business. I'm going to take my own advice and hire help soon. I think you should consider hiring cleanup help. The wash may not be quite as clean as when you did it but your attitude in general about the business will improve and you'll be happier. Let your employee get ****ed off. Then you can play the role of the good guy/peacemaker for a while.

 

[Red Baron]

Once again I just don't get it. All of this time wasted, and increase in blood pressure over a little trash.

1. It's the principle of the thing. It's disrespectful to throw trash onto another guy's property, especially when you're 2' from a trashcan.

2. It's a practicality issue. If you allowed that, a lot more people would do it and your place would be trashy all the time.

But, the "increased blood pressure" only resulted from the trash-thowing indirectly. It was the customers' lousy reaction to a relatively minor situation that escalated it to a stressful situation.

The customer's reaction was out of proportion to what I said. I'm not going to walk around on eggshells all the time for fear that the least little thing I say to a customer might cause him to overreact.

 

[mjc3333]

Red Baron, Don't be surprised if you end up seeing them at the wash in the near future. Customers are creatures of habit. They soon forget what or even why they did what they did. If everybody listened to all the bad press about everything in the world, ALL businesses would close. Obviously NOT going to happen. You have every right to tell and treat your property and business any way you want.

 

[Red Baron]

Anyway, I have always recommended to friends that they pay cleanup help if there is any way they can afford it. It really changes your attitude about the SS business. I'm going to take my own advice and hire help soon. I think you should consider hiring cleanup help. The wash may not be quite as clean as when you did it but your attitude in general about the business will improve and you'll be happier. Let your employee get ****ed off. Then you can play the role of the good guy/peacemaker for a while.

That's probably really good advice. I've been thinking about replacing the lazy guy who is supposed to be cleaning up with a more semi-fulltime guy.