To car wash owners, the answer to the question “what do my customers want from me?” would seem simple.
Car wash customers want their vehicles to be clean after using your products and services.
However, the response is a little more complex. In addition to top-of-the-line car wash equipment, your clientele want excellent customer service. Read on to learn how you can meet their needs.
The Cornerstones of Excellent Customer Service
There are four cornerstones of excellent customer service. The first is to treat the customer with respect. People can tell this almost instantly. When an employee speaks to them, respect is evident in his or her voice. It’s also evident when the employee doesn’t speak, because he or she is focused on listening to the customer.
Secondly, show your customers that you genuinely care about them. Again, the tone of voice and the way that the employee listens to the customer shows caring. Furthermore, when an employee asks relevant questions, it shows he or she was paying attention. Other signs of caring are eye contact and caring gestures and phrases.
Thirdly, customers want to know that they can trust your car wash. How can you and your employees demonstrate trustworthiness? You and your staff have to show that you’re reliable. If you do what you say you’re going to do in the amount of time you say you’ll do it in (or earlier), then customers will trust you and recommend you to their friends, families and coworkers.
The final cornerstone of excellent customer service is being knowledgeable. Knowledgeable employees know what they’re talking about. For example, if a customer asks a question about car wash equipment, the employee can answer it with confidence and accuracy.
How to Ensure Excellent Customer Service
How can car wash owners ensure that their employees deliver excellent customer service to everyone who comes to their business? There are two steps.
The first step is to hire carefully. You want to choose employees who have an innate understanding of how important customer service is. When you hire someone who is apathetic, he or she will alienate customers and lose business.
Secondly, you have to provide employees with the education and training they need to do their jobs properly. When a customer asks one of your workers about a particular piece of car wash equipment, he or she can’t give the right answer if he or she has never been taught.
MacNeil: Your Trusted Source for High Quality, Affordable Car Wash Equipment
Are you a car wash owner who wants to offer your customers the very best? Contact MacNeil today at 1-800-361-7797. For over 30 years, we’ve provided car washes with our top-of-the-line and affordable products.
MacNeil sells express wash tunnels, in-bay express wash conversion and ExpressLane Drive Through Systems (with or without dryers). With MacNeil products, you will be able to boost your car wash’s efficiency without sacrificing a great clean. Find out why our clients are satisfied and successful by calling MacNeil today.