We all know there is no 100% touchless wash consistency. That being said as long as your wash is working consistency and correctly and someone gives you a poor review how would you respond? We all know that MAY be the car from hell that hasn't been washed in 6 months but how do you respond not knowing all the details? You can't get into long drawn out discussions responding to reviews.
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How would you reply?
- Thread starter Timmb
- Start date
washnshine
Well-known member
You could offer for them to come back so you can make it right. The only issue is that if you give a rewash and it still does not clean you have not gained anything. If you have self serves, you could offer a brush wash. I wouldn’t offer much online other than to come back and make it right. If they take you up on the offer, have a plan that can resolve the problem.
It gets challenging on a very busy day the customer has already left and you're not there. Also replying publicly versus privately. Replying publicly depending on what you're doing to satisfy the customer you leave the door open for all the people looking for a freebie for nothing.
Walter White
New member
After a poor review on Google I always respond positively...come back, refund. rewash..I would say only 5% respond, makes me curious if it just bot slamming by others
I tell customers that's if it's been more than two weeks or two rains on the car since the last wash that a touch free wash may not meet their expectations. One advantage of having a soft cloth wash on site. I always offer a rewash in the cloth wash or refund.
As far as Google reviews, I pretty much don't bother responding unless it's ridiculous. There's enough natural good reviews that most people can see that the wash is worth a shot. One guy gave me one star last week because he said I was rude Customers were stacked and he was wiping down his car in the bay while a customer was waiting to get in. I asked him to move out so the other guy waiting could wash. I want to give a smartass reply but have so far have restrained myself.
As far as Google reviews, I pretty much don't bother responding unless it's ridiculous. There's enough natural good reviews that most people can see that the wash is worth a shot. One guy gave me one star last week because he said I was rude Customers were stacked and he was wiping down his car in the bay while a customer was waiting to get in. I asked him to move out so the other guy waiting could wash. I want to give a smartass reply but have so far have restrained myself.
Lots of good comments/advice above
“I always want to see the car”
i meet them at the wash to see their car.
I ve done this several occasions in my time.
Once I see the car and ask some questions I usually find a reason.
1) they worked at burger king and parked at back of building under the hood where the hamburger grease comes out and it had been several months since they washed.
2) Apartment building fire and car had sun baked in smoke on it.
This had happened more than once!
A little investigation usually results in info you can put in your memory bank
“I always want to see the car”
i meet them at the wash to see their car.
I ve done this several occasions in my time.
Once I see the car and ask some questions I usually find a reason.
1) they worked at burger king and parked at back of building under the hood where the hamburger grease comes out and it had been several months since they washed.
2) Apartment building fire and car had sun baked in smoke on it.
This had happened more than once!
A little investigation usually results in info you can put in your memory bank
