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Demanding recessionary customers!
- Thread starter Waxman
- Start date
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robert roman
Bob Roman
My take on all of this is that simply being the cheapest place around is no longer a guarantee of success. People want a good customer service experience in addition to a good price and a quality product.
Even fast food is not immune. Common experience has shown that the recession has caused fast food customers to pullback in meaningful ways; downgrading from premium to value-priced meals; bring their own bottle of water instead of buying a fountain drink; buying ingredients at the grocery and cooking at home; and switching from meat to eating more pasta and salads.
Moreover, consumers are increasingly suffering from the “martini” effect; demanding products and services any time, any place and at their convenience.
Quite frankly, with today’s motorists, it is all about convenience (e.g. location, process speed, waiting lines), image and value.
If a carwash owner is capable and willing to provide more convenience, better image and better value, the effort will resonate with consumers, causing them to become customers.
Even fast food is not immune. Common experience has shown that the recession has caused fast food customers to pullback in meaningful ways; downgrading from premium to value-priced meals; bring their own bottle of water instead of buying a fountain drink; buying ingredients at the grocery and cooking at home; and switching from meat to eating more pasta and salads.
Moreover, consumers are increasingly suffering from the “martini” effect; demanding products and services any time, any place and at their convenience.
Quite frankly, with today’s motorists, it is all about convenience (e.g. location, process speed, waiting lines), image and value.
If a carwash owner is capable and willing to provide more convenience, better image and better value, the effort will resonate with consumers, causing them to become customers.
The folks that I sold my Burger King restaurants to told me recently that they had stores where 80% of their sales came from the value menu (dollar menu). Plus people want tap water for free instead of buying bottled water. And it's killing their margins. Regarding today's motorists and convenience - I watch people drive around to the entry side of my wash and if both IBA's have a line they drive away. I also see some switch from IBA line to SS if the line is shorter or their is no SS line. I think convenience is a big factor in the decision to wash your car.
Waxman
Super Moderator
My friend who runs the hardware store was all flustered this morning. A customer complaied about him to corporate and corporate is pi$$ed now.
This gentleman gives top-notch service, cares about the customer, extends himself, puts his heart into his work and keeps a tidy store.
Some people live to gripe, groan and make others as miserable as themselves. What a crummy existence that must be for them.
This gentleman gives top-notch service, cares about the customer, extends himself, puts his heart into his work and keeps a tidy store.
Some people live to gripe, groan and make others as miserable as themselves. What a crummy existence that must be for them.
soapy
Senior Member
A small newspaper I advertise with made up a ad stating I would give away free carwashes for the month of March. I was never contacted about the ad and never gave any approval for the ad. You can only imagine the problems this caused. The newspaper printed a retraction the following week stating their error and canceling all coupons as of 3/11/2010. One guy came in a week later 3/17 demanding his free wash. We explained that we did not place or approve the ad and that he should take it up with the newspaper. He contacted the BBB and filed a complaint. We have responded to the BBB several times explaing the situation. All the BBB has done is continue to push us to give out free carwashes. They take the customers side in almost all complaints and really never listen to reason by the business owner. The guy complaining has not lost 1 penny yet he continues to gripe.
I have never gone to the BBB website for information on a business I might do business with. I am beginning to think that I would not want any customers who do look up stuff on the BBB website.
I have never gone to the BBB website for information on a business I might do business with. I am beginning to think that I would not want any customers who do look up stuff on the BBB website.
Red Baron
Active member
I know how delicate things can be in a small town, but I might consider explaining to the newspaper that they have caused you a lot of problems and you think some free ads would be nice.
MEP001
Well-known member
That seems to be the biggest part of the problem, people expecting what they think they deserve no matter how ridiculous it is. A friend of mine thinks that if Kleen-Rite posts a price of $0.00 on a piece of equipment on their website that they have to give it to him for free.
pitzerwm
Active member
I'd tell the BBB to screw themselves, and I'd tell the newspaper that you want compensation for "brand damage". I once had a BBB salesman tell me that if I didn't join that they would give people a negative recommendation. Needless to say when it was over, the salesman was looking for another job. The BBB was only too happy to give me a positive recommendation.
