Tommy’s 10 commandments
At Tommy Car Wash Systems they understand employees have a big impact on how customers experience the car wash and whether they decide to come back. That’s why the American car wash company shares a few tips on how a wash team can be successful. After all: “the employees are the face and voice of a company.”
“Regardless of team size, the importance of the human factor and personal service in the car wash cannot be overstated,” Tommy says in a blog. “Employees are the face and voice of the company, and their behavior will have a huge impact on how customers view the car wash and whether they decide to come back.”
According to Tommy, it is essential that managers and team leaders give their employees the training and motivation needed to reach their full potential for sales and customer service. “The ten commandments below are a good way to start with that,” Tommy says.
Be personal
It’s not enough to treat every customer as a customer. Instead, it is good if employees are willing to treat customers as unique individuals and are open to engaging with them personally.
Smile
We all know the magnetic appeal of a person who is cheerful and smiling. It can help customers relax and convey a positive impression of the wash.
Make eye contact
Customers feel more connected and engaged when eye contact is made. Train employees to look visitors in the eye when they are speaking and combine the habit with a smile.
Be friendly
A warm, friendly greeting with every visit can help tremendously with building customer trust and loyalty. Ask employees to practice having casual, cheerful conversations with each other, and also, as a manager or owner, do your best to help them maintain this attitude at work.
Neat and presentable
It is important that all employees – like the car wash – are presentable, clean and professional. The appearance of employees reflects the car wash business in general. So encourage the team to look clean and neat and possibly wear a company shirt or outfit.
Be enthusiastic
If you want customers to be enthusiastic about the car wash, employees must be enthusiastic about it, too. The manager or owner can help employees show enthusiasm by providing a fun, upbeat work environment.
Be polite and tactful
While it is rare for an employee to be downright rude, a subtle lack of politeness can be just as damaging to a carwash’s image (and profits). Being courteous and respectful may seem like common sense, but stressful situations can be quite counterproductive. Provide a supportive environment and make it clear that disrespect from employees will not be tolerated.
Be attentive
When a customer needs help, they don’t have to go looking for it and get irritated in the process. Train employees to notice situations when a customer may need help and be proactive in approaching and initiating contact.
Show gratitude
Customers and their satisfaction are the lifeblood of a car wash, so it’s important to make sure customers know their visit is appreciated. A simple “thank you for stopping by” when customers drive in or drive out of the car wash can go a long way toward ensuring a repeat visit.
Confidence in the product
Train employees to work on up-selling, such as a wash pass, access to an app or a more expensive wash program. To effectively sell additional services, it is important that employees know the services well and believe in their quality. Being confident in their product knowledge will help employees make customers more confident in their purchases and the value they receive.
(Source: Tommy Car Wash Systems)
During Car Wash Show Europe, there will be an extra focus on the importance of having a good team in the car wash. An important question here is: where and how do you find good employees, in a time when staff shortages in the labor market play a major role? In the session “Finding great talent in a challenging workforce,” Christian Walzel of the German chain Mr. Wash shares his insight. Register for free here.
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