Clear and respectful communication with customers is key to understanding customer needs.
A good customer experience at the car wash can contribute to customer loyalty. During the Car Wash Show Europe, there will be an extra focus on this important subject. What works and what doesn’t? Let us give you some proven strategies that can help increase a positive customer experience.

Use that smile

Clear and respectful communication with customers is the key to understanding customer needs. Even when the car wash is busy and there is a long line, customer friendliness and a smile should be top of mind.

Keep it simple

With a good offer, you can respond to individual customer preferences and requirements and thus increase satisfaction. However, the car wash deal should be easy to understand. Few customers have a deeper background knowledge about car cleaning. So the clearer the offer is, the more the customer will feel comfortable choosing the right wash program.

Direct customer contact

Smooth navigation between different customer contacts, both online and in person, is essential for a cohesive customer experience. This is where a company must speak with one voice. It’s therefore important to train employees on customer communications. Consistency of brand messages across all channels helps build trust and recognition.

Quick and effective resolution of customer problems minimizes inconvenience and increases trust. When customers come forward with problems or complaints, active listening is a useful tool.
Taking customer feedback seriously shows appreciation and promotes understanding of their concerns. Using customer feedback allows for continuous improvement of products and services.

Social media

Having a presence on social media encourages dialogue and allows direct interaction with customers. Through questions in a post, customers can be activated to respond: ‘What do you like about the washing program? Share your response’. Responses can be answered by employees in a qualified manner. This interaction increases the value of a customer’s opinion. Not every comment is equally important, but the customer’s dedication to posting a comment should be honored by a response.

Valuing loyalty

Recognizing returning customers through special offers, loyalty programs or exclusive benefits can strengthen customer loyalty. Such carwash promotions are an integral part of doing business in the carwash industry. At the same time, direct customer contact at the carwash also plays a major role in customer loyalty. At self-carwashes and portal carwashes, customers are often used to cleaning their vehicles themselves without contact with staff. Especially then, appreciative customer attention is and added value.

Want to know more?

Customer retention, loyalty and personnel management are topics that will be covered during the Car Wash Show Europe, on September 21 and 22 at EXPO Greater Amsterdam. For example, Anne Mauler, VP of marketing for Soapy Joe’s Car Wash, will talk you through customer loyalty on Friday afternoon, September 22. How do you ensure that sporadic visitors become regulars? And in what ways can you attract and retain new customers?

Register here for Car Wash Show Europe and attend this session for free.