Some Car Wash & Detailing business owners tell me their job is to service the car. Others tell me they are more concerned with the customer, not the vehicle. In other words ?Fix the customer, not the car ?
Think about it: How often have you been disappointed with the service received at a business? Good businesses, I have found, work very hard to establish a warm relationship with the customer. As one business owner told me I have to see the customer before I see the car?
Outclass the competition
The death kill for any car wash business is poor customer service. If you expect to outdo your competition, you better plan on outclassing them with top service.
How do you know if you are connecting with your customers? Well, several key determining factors of great customer service include:
Knowing details about your customers and what their specific needs are today;
The ability to get the car wash work done when you say it will be done, thus becoming a more convenient option; and
Knowing when the customer should come in again.
Having all of these issues under control provides your customers with a compelling reason to return on a regular basis and not look elsewhere for detail services.
A common complaint
Customers fundamentally have several problems with Hand Car Wash service.
First, the owner often speaks in technical terms that are a foreign language to the average person. Car Detailing service in general has always been a puzzle for most customers; this has grown worse in the 21st century.
As you describe the complexity of what will have to be done to the vehicle the customer's mind begins to drift back to their old VCR perpetually flashing 12:00.
The best way to talk to the customer is in a manner that they can understand and appreciate. If they don't get that feeling from you, they will keep shopping until they find a car wash manager that provides this comfort level.
Ultimately, a customer must take your word for what should be done to
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Automotive Panels, 118 Murphy St, Richmond, VIC, 3121
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