Now operating 10 locations in Ohio, Moo Moo Express Car Wash harvests its business through responsible operations, constant customer feedback and providing a fun experience for all. In fact, these attributes are ingrained as part of this wash’s mission: provide a fast, high quality, fun and green carwash experience at a great value.
Moo-ving on to carwash success
The idea of opening the first Moo Moo Express Car Wash began out of personal necessity. “The wash I was using shut down and I couldn’t find a good [replacement] so I started looking into the business,” recalls Founder and Managing Partner John Roush.
Roush took a year to research the industry and visit competing washes in the area. During this prep work, a carwash theme started to sprout. “I knew I wanted barns for our washes and like a ton of bricks the name hit me one day — Moo Moo,” says Roush.
Aiming to provide a family-friendly and fun atmosphere, Roush credits the washes’ successes to his team’s attention to the details and continually delivering a positive customer experience.
“We want to touch on all of our customers’ senses,” asserts Roush. “Creating a great experience is a close second to [providing] a great product. Our brand is fun and colorful so all ages enjoy a trip to the Moo.”
So how does the wash ensure customers continue to mosey on back to Moo Moo? According to Roush, there are three effective ways: great wash; great experience; and great customer service. “It’s really that simple,” he says.
Planting seeds and cultivating repeat business
The success of any carwash can be found in its customer base. While one-off business is good to complement the loyal base, carwashes should strive to be the talk of town and the place for a carwash. Infusing technologies and quality customer service are a recipe for success and it’s realized at Moo Moo Express Car Wash.
“We incorporate new technologies pretty much everywhere, including the tunnel equipment/backroom and customer touch points. We invest in what we feel is the best in the industry; we also invest in efficiency,” explains Roush, adding another example of how technology is helping to retain the customer base.
“We also have loyalty programs and we are switching over to an RFID based system,” Roush continues. “It will work just like grocery stores — buy our better wash, get more points, redeem anytime — and, most important, it is very easy for the customer.”
And, the company’s online capabilities are keeping pace as well. Moomoocarwash.com offers a wide range of features, facts and information. In addition to alerting customers on iffy days whether or not the locations will be open and providing menu options, the website highlights the wash’s various green attributes and its inspiration — the Hunters Run Barn.
However, a key component of the site is where the customers get a chance to provide feedback. Under the Survey tab, customers let Moo Moo Express Car Wash know about their level of service and the quality of their site.
Delivering on its mission statement also requires effective and efficient operations and management. How does Moo Moo Express Car Wash use the internet to enhance operations?
“It’s huge,” proclaims Roush. “We have a complete custom system we wrote that handles service and parts, ordering and policy, procedure, training, chemical tracking and op surveys. Keeping track of 10 locations is a major task and our system could not be any more important.”
As touted on the company’s website, Moo Moo Express Car Wash believes in green and sustainability. Involved with the International Carwash Association’s WaterSavers® program and participating in Grace For Vets are just two examples of how this carwash is both environmentally and socially responsible.
“We have complete reclaim systems at all of our sites. We are using on average 15 gallons per car in our process,” notes Roush. “We also are all electric so we consume less electricity than a typical hydraulic tunnel. Customers love the green aspect and they really love the great prices we can offer.”
According to Roush, being green is just smart business sense. For every penny the wash can save on utilities, the more savings and consistency in pricing it can offer to customers.
Rise, and shine Moo Moo Express Car Wash
Admittedly, Roush adds that the express carwash business is “darn tough.” He contributes challenges to the number of barriers to entry, unscrupulous competition, complex mechanical issues and sometimes tricky customers; but, he adds, “and we love it.”
“We stick to a very simple plan: wash a great car and create a great experience. Jumping out of bed in the morning to run this company is the easiest part of the day when you love what you do and who you do it with,” says Roush.
Moo Moo Express Car Wash also gives back, donating tens of thousands of washes for various causes like Grace For Vets.
Developing plans for future success, this barn-themed wash is making hay and customers are noticing. What started out as not finding an adequate carwash replacement in the area to now operating 10 locations, Roush hardly has time to count his eggs while they’re hatching.