How to Start a Carwash: Six ways to sell customer experience

How to Start a Carwash: Six ways to sell customer experience

When it comes to customer satisfaction, new and veteran carwash owners must learn to refocus their approach.

Featured on Forbes’ website, the article “6 Steps To Refocus Your Business On Customer Delight” written by contributor Martin Zwilling discusses why businesses should sell experiences over products/services.

“Having the best solution is a good start these days, but a solution alone is no longer enough to keep customer attention and loyalty,” writes Zwilling in the article. “They expect to be surprised and delighted as well by their pre-purchase experience and post-purchase interactions. The most memorable businesses, like Starbucks and Apple, no longer sell products; they sell ‘experiences’ with a product at the center.”

In the article, Zwilling discusses six steps to refocus customer satisfaction efforts:

  • Start with a top-down focus on customer experience. Your words and actions must deliver the right message. “Start with feedback from real customers, set measurable objectives and make sure rewards and incentives are tempered by customer experiences, rather than only internal thresholds,” advises Zwilling in the article.
  • Find the best models and aim to be better. Look within and outside of the car care industry to find the best role models; then, start thinking innovatively to “get ahead of the game tomorrow, rather than yesterday,” explains Zwilling in the article. Customers today want world-class service so always keep improving.
  • Make sure the team understands why customer satisfaction matters. Once the team understands the “why,” the “how” will follow as each member defines how his or her processes interconnect with others. “Your objective should be for everyone to look for opportunities to say yes rather than no,” says Zwilling in the article.
  • Fasten customer experience to compensation and recognition. Many businesses are now implementing compensation driven by customer satisfaction.
  • Allow employees to practice their people skills. Rather than simply providing guidelines and/or manuals, allow your front-line staff to practice their customer satisfaction skills. “Ask key team members to step outside the company and record their experience as a customer looking in. Then, let them apply their own input,” suggests Zwilling in the article.
  • Share customer reviews. Sharing stories can be inspire a business’ team as well as its customers; and, real reviews can be more powerful for reaching new customers than marketing/advertising promotions. “Stories illustrate concepts and evoke emotions in a way that even the best facts and figures can’t,” asserts Zwilling in the article. “They highlight the impact of ‘yes’ to all.”

Read the entire article on refocusing customer experience efforts here.

You May Also Like

Turbo Tint opens second location in Oklahoma City

ORLAND PARK, Ill. — The newest store in Oklahoma City is the seventh Turbo Tint location in the country.

Turbo Tint in OK City

Greg Goodman and his son, Chandler, are owners of the Turbo Tint store Oklahoma City.

ORLAND PARK, Ill. — Moran Family of Brands announced in a press release its newest franchise location with the addition of the second Turbo Tint store in Oklahoma City.

The new Turbo Tint Oklahoma City North store officially opened on Sept. 5 and is located at 2816 NW 164th St.

Clean Express honored with 2023 People Helping People award

PITTSBURGH — Through various fundraising initiatives under the Clean Cares banner, Clean Express has contributed over $6,000 to North Hills Community Outreach.

Global Car Wash and Detailing Market Report 2023 released

DUBLIN — Pandemic-driven hygiene awareness to boost market to $54.98 billion by 2029.

ZIPS’s NIL program now includes the Memphis Tigers

MEMPHIS, Tenn. — ZIPS’s Car Wash Convos Season 2 will feature four student-athletes from the University of Memphis in upcoming episodes.

NRCC early bird registration ends soon!

ATLANTIC CITY, N.J. — Early bird pricing for the 2023 NRCC is available until Sept. 15, 2023.

Other Posts

Moo Moo Express Car Wash donates over $14,000 to Healthy New Albany Food Pantry

COLUMBUS, Ohio — Offers included $50 gift cards, for only $25, with the full purchase price donated back to the organization.

ZIPS Car Wash is a Proud Sponsor of Texas Athletics

AUSTIN, Texas — ZIPS, along with LEARFIELD Studios, will kick off Season 2 of its “Car Wash Convos” by featuring four Longhorns student-athletes.

CYBER Express Wash closes on new supercenter in Alaska

ANCHORAGE, Alaska — Customers can vacuum their vehicles, wash their mats and more from the comfort of the fully indoor heated facilities.

Benny’s joins forces with LSU Athletics as proud partner

BATON ROUGE, La. — The company recently expanded its location near the LSU campus, and it will soon feature a B-Quik convenience store alongside its current carwash services.