a customer of intentionally making a false claim. The manager can further help a customer by using carwash-approved repair shops to have the damage fixed at the customer’s expense at the lowest cost possible. If the customer is not satisfied with the outcome of the damage claim, they can report to their insurance, and we will lose the customer. If the manager cannot satisfy a customer claim, the customer can be referred to the carwash website and write an email to the owner. If the customer is satisfied with the carwash’s response to the damage claim, they will trust the carwash and potentially become a lifelong customer.
Online reviews
A positive online reputation can attract new customers searching for carwash services. However, a negative online reputation can cause potential customers to choose another carwash. If a customer has a negative experience, they should be directed to the website to write an email to the owner, so that the owner can attempt to satisfy the customer. It is better to deal with a customer through email than publicly online, and extra effort should be made to satisfy those who email. All reviews should be responded to, so the customer and online reputation are retained. Not all customers will be satisfied, but it is imperative that potential customers see positive responses to negative reviews to assure them that the carwash cares about the customer’s experiences.
Bad customers
All customers are valuable, but some customers can be bad. Bad customers don’t pay for their services, treat employees and managers with disrespect, yell and curse, and/or make negative experiences for other customers. Bad customers must be treated with respect while quickly and quietly encouraged to exit the carwash. A bad customer will write a negative review, which gives the carwash a chance to respond appropriately and obtain closure. Sometimes, a good customer will not be satisfied and criticize the carwash and be vocal to the manager about their negative experience, but as long as they are respectful, every effort should be made to satisfy their criticism and retain them. Customer retention is a team effort. The vacuum attendant, detailer, service advisor, cashier, manager and owner must all take great care with customers. One bad experience can cost a lifelong customer and the revenue they generate. A bad experience turned positive can strengthen the bond between customer and carwash and generate years of revenue and growth. - Greg Paul, Professional Carwashing & Detailing
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