I have been count down for many years. I want to try count up but scared it's going to be a very big learning curve for my customers. I've noticed customers don't like change and are so set in their ways. Has anyone went from count down to count up? How hard was it to re-train your customers?
Changing from count down to count up
- Thread starter RAAOO7
- Start date
OurTown
Well-known member
We did that and it was a big learning curve for customers. Right away we noticed two issues. One was that they leave the bay running by not pushing the button when finished washing. The second one is they thought after successful swiping they should wait until the time got up to the minimum before washing. That was a real head scratcher for us. Do you have Cryptopay? If so, I recommended making it look different than before to alert to customers that it works different. Probably the best way is to delete the swiper button and wire in a remote stop button. That's what we did during our remodel and in two months I only noticed one time the bay was left running. We did it the difficult way but from what I understand you can now pair a Cryptotap Plus unit to a swiper and use the remote button. You could just delete the swiper and use the Plus units but we wanted to keep swipe around for a bit longer. If you don't want to add the Plus units then at least you should consider swapping the green swiper buttons to red ones so they look different. To me the color makes more sense for a stop button anyway. I can get you the part number for those if you want. They are tedious to change out and there's soldering involved. A big new flashy (but simple) sign near the meter box would help. Don't be scared. Count up is the way to go.
We have always had count up - Washgear - and we LOVE it. The customer slides their card once and washes as long as they like. They spend more money if they aren’t having to go back and pull their card out and slide it again. Plus we pay less fees. Every time a card is slid you pay a fee - we only pay once. You don’t want your customer to be thinking about how much they are spending and if they reeeally want to start the bat up again - or is the wash job they’ve done “good enough”.
