Your greeters or service writers make the first impression on customers at your wash. The success of this initial interaction is crucial to making their visit as a positive one. Have your greeters practice and implement these tips:

1. Smile every time you greet customers.

2. Tell customers your name. Starting with, "Welcome to XYZ Carwash. I'm Chris. How can we help you?" makes the interaction more friendly and personal. The customer can connect with you as a person rather than a "server."

3. Don't be a robot. If you have a script you follow, personalize the delivery - put a little of yourself in it. Just reciting scripted lines makes you sound like a recording.

4. Set a personal goal to become an expert on the services you offer. Read manuals and marketing brochures; talk with distributors and vendors; use the services yourself. The more you know, the better your service will be.

5. Reinforce the customer's decision to come to your wash. Saying things like, "You've come to the right place!" "Good choice!" "That's one of our most popular packages!" and "I think you'll really be happy with that!" will increase customer comfort.

The cashier is often overlooked in discussing customer service. However, this position has the most direct customer interaction at your wash and your cashiers should be skilled in providing excellent service. These tips will help them get there:

1. When customers are lined up waiting to be served, avoid the cold and impersonal "Next!" Instead, make eye contact with the next person in line, smile, and nod your head. Most people will understand that as an invitation to come forward. If you can't make eye contact, try saying, "May I help the next person?"

2. Develop the habit of looking each customer in the eye during face-to-face service situations. Maintaining eye contact helps you focus on what the customer is saying, and it shows them you're interested in helping them.

3. Use their name. Get the customer's name early by asking, or by looking at their check or credit card. Then use the name throughout the transaction. Use "Mr." or "Ms." unless you sense the more personal first name is appropriate.

4. Give every customer your very best service. Remember, you never know who you might be dealing with. Your next customer could be someone sent in to test the service, a reporter doing an undercover story about your carwash or your boss' spouse, who will definitely comment on the experience at home. Or maybe they're a competitor looking for an excellent customer service person to steal away at three times your wage.

5. Always invite them back. Close your interaction with something like: "Please come again. We'd appreciate another opportunity to serve you," or a simple "Please come back and see us again." You'll be amazed at the number of customers who say, "I will" - and really will.

As the operator of your own carwash, you know what it takes to provide exemplary service, right? But everyone can use a refresher course, especially in dealing with customer complaints - where tempers can sometimes override rational thought. Passing these same tips along to your managers will help them represent your business in the best possible light:

1. As long as they're not abusive, let customers with problems vent. Don't interrupt. Telling you their complete story and describing how upset they are lets customers release pent-up negative energy. The sooner they let it out, the sooner they'll calm down and participate more productively in the discussion.

2. Ask the customer to identify the solution they would like. Just be careful you don't say things like, "So, what do you want me to do about it?" Use a more tactful approach, like: "We want you to be completely satisfied. What would you consider to be a fair solution?" If you can meet their request, do it. If you can't, at least make sure to tell them what it is you can do.

3. Consider providing a service guarantee. If your customers aren't really satisfied with the service they receive, perhaps they should be eligible for a discount or some other consideration.

4. The first step in providing good customer service is hiring the right people. Make the selection process part of your customer service strategy. During interviews, ask questions like: "If you get this job, describe the kinds of things you will do to provide superior customer service." Also, pose hypothetical customer service situations and ask candidates to describe how they would handle them.

5. Make "customer service" a part of all written job descriptions - no matter the function or level. In hiring interviews and training, emphasize that everyone is in the customer service business. And make sure each employee understands how they directly or indirectly "touch" the customer.

For more information, please go to www.carwash.com, click on the "archives" icon and use the following keyword in an article search: customer service.