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A change in title
One of the changes at the Wild Blue Car Wash chain was to change the job description of the customer service attendant so that it focuses more on the customer. The title selected to do that was: Guest Enjoyment Coordinator.
The GECO’s, as they are referred to, come up with many ways to increase the enjoyment of the guests (customers) and enhance their time spent at the carwash.
For example, taking a page out of Disney World’s playbook, hats, costumes, and even props are changed out regularly. As a result, the feedback from the guests has been overwhelmingly positive.
More importantly, hiring people who really enjoy making the customer smile has decreased turnover and improved performance because employees are enjoying their job a whole lot more. It is fun to have fun with the guests!