Refund issues.

[pitzerwm]

Keeping a list/info on refunds keeps everyone honest. You also put the scammer on notice that it isn't going to work nest time. If you give away tokens, it really doesn't cost you anything. I use to send double the lose in tokens and a towel. It built good will for the good customer and got rid of the scammers. If I was there, I just redid whatever was wrong.

 

[washnvac]

I disagree with just giving refunds/tokens. I review everything on video. Even if someone lost a buck in a vacumm or changer, I check it. It only takes a minute or two to verify. Once you say "video" ,a scammer will say "nevermind". Video solves a whole lot of issues.

 

[MEP001]

If you check on an honest customer, you might offend them. Is it worth a buck to lose a good customer when you basically say "You might be lying, let me check"?

 

[pitzerwm]

I agree with MEP, if the customer is right there, just give them a freebie, if you have time to look at the video (I didn't have that back in the day) then I would agree. I had a direct dial phone on my door and the ability to start the automatic via my phone, so no matter how little someone lost, I gave them the top wash. I could tell by their tone of voice if they were lying, also, if the changer jammed, it called me so I knew that they got ripped off. I think that it saved a lot of lost customers and vandalism. The only problem is that the next time they lost a buck, they wouldn't call because they figured that they were well ahead, which I would have rather they call me.

 

[washnvac]

I was not necessarily trying to be a hard a$$. Even if customer is there, you can quickly verify by video. I would normally say, "let me go check". Most incidents are call ins to my pager, anyhow. This affords me the time to check. As well, it gives me piece of mind that I am not getting ripped off. Not everyone is a liar, but there is a few. Most of my regulars know I have video, and the occassional times they have issues, they will say" you can check the video". The previous owner of a wash I bought a few years back always gave a refund--no questions asked. Needless to say, he gave a lot of refunds. That is a good way to go broke.

 

[lgriffin]

pitzerwm i have never heard that if the changer jams up it will call you.. Would you mind to tell me more about this because i seem to have that problem often and i never know about it unless i go by and see the out of order light and it would be really convenient to have that option installed. I have two changers at my wash. If you wouldnt mind also i would like to know more about being able to start an automatic wash via phone because i am out of the area most of the time. Thank you in advance for your help!!!!!

 

[Jeff_L]

Scam me once, shame on the scammer. Scam me twice, shame on me. The scammer will have to answer to the guy at the pearly gates.

IMO, I would rather give a refund to a dishonest person than to question the integrity of an honest customer. The risk of losing the honest customer is much greater than the amount of money you give a scammer. That scammer may only ask you once for a refund, so you're out a few bucks. Give a refund to an honest customer, how many more times over the years will they be back? You'll get your money back out of them eventually.

More often than not, when I give a refund the customer sticks it right back into the wash immediately, so what am I out? A few gallons of water and some soap? Big deal, so I don't give my in-laws a free wash this week.

Of course this is all my opinion and should not be taken as directive for anyone else to run their business.

"I approve this message." lol

 

[Waxman]

Being a new operator, I'm liberal w/rewashes, refunds, etc. To me, it creates a feeling of customer satisfaction. Nobody likes to get less than they paid for. I would rather operate under the assumption that folks are honest. May seem naive, but that's my perrogative. A person's own individual mindset goes a long way towards creating the type of success they desire, so I keep my own mind on the positive stuff. Plus, I can tell when someone's scamming.

I can also spot a vehicle that needs tar/pitch removal and scrubbing and not just a $7 wash. Got one yesterday; white olds, covered in tree dirt, sap and tar! I used a nice, strong chem., scrubbed by hand in my ss bay, recommended a paste wax (they said 'no thanks') and sent them on their way. My job is to create clean cars. The profits and benefits from offering top level service take care of themselves from there.

 

[pitzerwm]

LGriffin, I had an Apex alarm system that I could program to call me and it would talk to me, I wired a relay to the out of order light and if jammed it would trigger the alarm which would call and tell me. I had it connected to high low water levels, and a number of stuff.

 

[lgriffin]

Jeff L. I agree with you on the refunds.. I def dont want to insult a honest customer because we have some loyal customers that come in and get the top wash 3 or more times a week and if they lose 9 bucks i would take there word for it. We dont have enough refunds that i really need to worry about or work out a different system for.

 

[lgriffin]

Thank you pitzerwm!! I will look into it.. This would be really helpful at my car wash!

 

[Patrick H. Crowe]

MEP100:

I agree that the loss of an honest customer by questioning him or her is bad business.

At any hint of a complaint I always asked: "Would you prefer a full refund or to wash again at my expense.

To my fellow owners who warned me I'd soon be swamped with refund requests I'd reply: That has not happeded yet but then I've only been in this business 35 years.

Callers to our answering service got a signed letter of apology, a cash refund of whatever amount they said they lost, an invitation to give us another try. At first we gave cash for the "try us agaon" once we statrted using tokens then the free invitational wash was in tokens.

I find it difficult to imagine an owner who could possibly be seriously concerned about refunds of a few dollars. Get looking for more locations or OPRAH-like promotions.

Patrick H. Crowe

 

[Patrick H. Crowe]

My apologies. The posting should have been addressed to MEP001.

Patrick H. Crowe