One Challenge of a busy wash

[Waxman]

Our carwash and detail has been fortunate enough to be experiencing a nice busy washing season. The addition of used car sales has made the lot even busier, which we all are thankful for. While it is nice to be busy, there is another angle; customer complaints.

Recently we experienced a spotting problem in the carwash. Customers acted as though I should be strung up! Even after 8 years of high quality washing, customers actually said they were thinking about no longer using our wash!

In detailing, we had a complaint because we performed the wrong job (deleted a wax and washed it instead). The customer told me the story twice of how he just assumed we had 'gone down hill'.

It's an interesting point of how little leeway we are given in this business and how customers will walk away for good (their own words) after one problem out of hundreds (yes it is true) of positive experiences.

This has opened my eyes and made me re-think my pricing strategy as well as our willingness to offer ever-more to the customer.

What are your thoughts?

 

[chadrpalmer]

80% of them will be back next week,. 10 % will try out the competitor, and realize how good a businessman you are, and come back. 10% will go somewhere else and stick with them. But you are also receiving a steady new stream from the people that get unsatisfactory service at other car washes and try you. I have been reading what you write for years now, and I can tell you are an amazing business man, and win way more than you lose. Keep doing what you're doing, and I think you will be just fine.

 

[mmurra]

Waxman - welcome to the world of "customer service"; keep up the good work! Mark

 

[JMMUSTANG]

Waxman I have learned a long time ago that when I put to many fingers into to many pies the quality of work went down.
Overall my managers/employess slacked off.
Like the other poster I've read almost all your posts over the years and it seems to me that your concern for customer approval is top notch.
The other thing I notice is not only myself but other business owners that begin to become successful and start expanding into other ventures have a tendancy to not keep an eye on their main business as thoroughly as when they first opened up.
Good luck

 

[robert roman]

Human nature can be a tough thing to deal with. Unfortunately, you can’t tell people how good they have it.

For example, the wash closest to my home is owned by someone who absolutely refuses to speak to customers. If you don’t like something, go somewhere else.

Can you imagine being this obtuse in such an economy and yet this wash does enough business to stay open.

Why, because the nearest alternatives aren’t any better.

Would you be able to get away with this at your wash?

Of course not because your customers are probably more image conscious and concerned about maintaining their investment and come to you for car washing and assisted-services.

You provide high quality and customer-centric operation and probably enjoy above average sales ticket.

Now, customers trust you.

Trust is a hard thing to come by today because consumers are so often disappointed with crap service and products.

For example, one Saturday I went to a local self-serve and it was out of soap at 1:00 pm.

How can someone allow a wash to run out of soap on the busiest day of the week?

Mind blowing!

 

[Whale of a Wash]

How could someone allow a wash to run out of soap at 1 pm
The plastic check valve stuck in the pick-up hose
The soap had debris in it that plugged hydro- minder
The soap was no good---I just had 9 Bubble gum brush soaps from KleenRite that were defective -soap was like jelly
How could Kleen Rite do that to me.
The soap solenoid lost power
#100. No soap in bucket


It is a sad that these people are so mean and petty. People today are so impatient and rude- probably because they are smart when they text, and speak their mind. I say do your best to fix it, and if that isn't good enough(some just want it free). Let them go to the competitor, then you won't have to deal with them. Maybe the guy who yells at the bad customers to go away is right in today's world. Nothing wrong with no complainers at your place- he did say he was busy! Some people like to control and humiliate people also, I know a lady that ever time she goes out to eat she sends the food back----Emeril and Wolfgang puck could make her lunch and she would send it back. In her own life it is complete crazyness and pills. I asked her - how much spit and boogers she had eaten in her life by sending food back . For some reason she didn't send that meal back and was rather quiet from then on. A big power trip for her.
Civility has been lost to some extent in today's society.

 

[Earl Weiss]

Tye seem to be mostly gone now but over the years aI have had a couple of customers wo seemed to complain every time they came in. This went on month after month after month. At first I could not help but wonder why they kept coming back. Then I realized complaining made them happy. Then of course there were some who said (After I listend carefully to te complaint and apologized) "Every time I complain so and so gave me a free wash."

 

[Waxman]

I appreciate all the input here. Yes, I have expanded into used car sales and so do less detailing my own self.

However, I am here 7 days/week like alot of you guys are too. We have great employees but human nature rules and we get lazy, miss things, need reminding and training (goes on daily).

The complaints and lack of loyalty will make me an even better businessman because it shines a spotlight on reality; I am here to make money. Yes, I will provide the best service and wash and detail and used Volvo I possibly can. However, the dollar rules and all interactions with customers regarding pricing, quality, and service will reflect a business perspective of profitability goals and not befriending customers.

I can see my friends after work (whenever that is...).

Wax

 

[JustClean]

.....will reflect a business perspective of profitability goals and not befriending customers.

I can see my friends after work (whenever that is...).

Wax

Hmm...maybe that is what it is. When we get complaints it usually goes the same way as you described. However, if you can turn the conversation around into a more private way the customer is almost ALWAYS understandable. First you are the "car wash robot" - just some machine that is there to serve him. If you can't do it right he gets angry. However, if are able to get that conversation into a more human direction suddenly you are being seen as another person - not a robot. I usually do this by joking to break the ice. For example, customer comes in and complains angrily that the machine has eaten his money. I reply either: "What a nasty machine that is!" or "Well, that is for my early retirement fund." Usually that breaks the ice. This is something they won't get with the big companies like McDonald, etc. but this puts a mirror in front of their face showing that they are grumpy when there is no reason and all can most of the time be fixed. I usually give my customer more than what they expect. This is again something unexpected and makes it more human.
But, worst case scenario, if nothing works I have the power to say that they can look for another car wash...and that actually sometimes makes my day.

So - why not befriending customers? The way I run my business it is not all about money. Something that the big companies have lost...and I refuse to give up.

 

[Waxman]

my point was that i DO befriend customers and believe I do it to a fault.

my other point is that in befriending to a fault it is easier to overlook the motivation of profit, which is something every business needs for long term survival and prosperity.

there is nothing wrong with ensuring every deal is profitable for the company.

the big companies you seem to scorn have longevity and success. that is something to emulate (at least somewhat)., imo.