Building customer loyalty at your car wash facility

starting a car wash business

starting a car wash business


Creating a great experience for your car wash customers and building loyalty.

Welcome to tip #1 in our series “Running a successful car wash business” where we aim to provide helpful advice to new and existing car wash owners in a bid to assist them in increasing customer patronage, revenue stream and profit margins. Whether you’re starting a car wash business or wanting to expand or upgrade your upgrade your car wash business equipment, we’re here to help. 

Following the route, or ‘user journey’, of your customers is critical in detecting what you can do as a car wash business owner to improve their experience when using your facility. The includes three basic elements in time:

  1. Before
  2. During
  3. After
Stage 1 : Before their car is washed

Studies conducted by the car wash manufacturer, Istobal, detected that a lack of information about the car wash process can cause user dissatisfaction.  It is therefore essential to advise your customers of all processes including helping them know how to position the vehicle properly, explain the wash programs available and offer different payment options, etc.

Not knowing what the waiting time constitutes as another critical point.  Managing queues correctly, having an inviting waiting area, and turning that time into cross-selling or up-selling opportunities can make a difference to your customer’s experience at your car wash facility.

Stage 2 : During the car wash

Studies have shown that not knowing the waiting time worries customers who may be in a hurry.  Some car wash machines incorporate an LED display that informs customers of the wash phases.  They also confirm to customers that all steps have been taken and all cleaning products selected have been applied.

At self service car wash facilities, it’s critical your customers are familiar with the process. Help your customers plan the process and related costs with clear signs and instructions.

Do you offer interior cleaning solutions such as vacuum cleaners, tyre air compressors, etc?  If so, explain how these should be used.  Provide adequate garbage bins and places to sit and rest.

A range of affiliate cleaning products such as dashboard polishers, air fresheners, upholstery cleaners, etc, help increase revenue and assist customers who haven’t thought to purchase them elsewhere.

Readily available technical and staff assistance was another complaint of customers surveyed.

Step 3 – After the car wash

The most important thing you can do after the car wash is encourage loyal customers.  Loyalty promotions, cross-selling offers, or added-value services such as a full interior cleaning or a manual finish will improve your clients’ experience and contribute to building customer loyalty and service quality.

Other articles about starting a car wash business and running a successful vehicle wash facility

Are you starting a car wash business or want advice on how to improve your current facility?

If you would like advice and assistance about starting a car wash business, contact the helpful, experienced team at Good Sight. We are Australia’s leading supplier of car wash machines and vehicle wash equipment. We are Australia’s leading car wash suppliers for car wash businesses, fleet owners, automotive dealerships and rental companies.  We supply and service all Australian States and Territories.

Call 02 9757 4700  Send an Email  Online Enquiries »

Article source: Istobal Car Wash Equipment