Summer19_SSCWN

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Q&AFROM THE CROWD Reinvigorate your employees You need to reinvigorate your employees. They are representing you and your business. We want employees to feel as if they are part of our family. If you’re not excited will your employees be excited? You have to get them excited about what they’re doing -- about the changes you want to make. Turn to your customers. Ask them for suggestions. Are there any customer complaints? Do you look at them? See what people are saying about your business. When they tell you things, don’t criticize them. Do your customers think you care? If they have an issue do you try and take ownership when there is a mistake.? Sometimes, we do make a mistake, but taking care of the customer is so important today. A quote from a good friend, who passed away was, “Make every bay work in every way, every day.” Every day we test every single cycle in every bay to make sure everything is working properly. If there is a problem, we want to fix it then before a customer gets there. Have a checklist. Do have a procedure for testing your services? We have daily, weekly, monthly, and quarterly checklists. Use your own self serve car wash. I have to remind myself to go to mine and check and make sure I can actually clean my car. Can you clean your car without using the foam brush? Check and test your solutions to make sure you can clean your car without one. Train the customers Most people do not know how to use a self serve: Most people have never been trained-- if an employee is onsite, they should be trained to use every single service so that if they are asked, they can give a customer the right answer. Everyone who pulls into our wash and has [brought their] brand new car, they get a free car wash. I then show them how to take care of that brand new car. The best investment you can make is your time: Give customers your personally attention and time. Make them feel special and make their day. Look at your Services How many of you track the services by the amount of time you sell or percentage of revenue that comes in? If you don’t check on these services, how do you know what people are buying and what is selling? If a service is lasting a long time, then no one is buying it. In summertime, your offerings might be changed from what is offered in the winter. Change up the menu signs: we promote difference services during different times of the year. For instance, in the summer, we offer bug remover. And in the winter, we offer wheel and tire cleaner. Change it up. Change the times. Look at when people are doing business with you. Most of the business is done during the day. If from 7 p.m. to 8 a.m., only 14% of your business is coming in, I would see how you can change that. The most expensive time of operation is nighttime, you have your lights on, you might be running the floor heat, so it is costing you more to operate. So, let’s get more customers to come in during that time also. WHAT’S NEXT? As for the 2021 Show, it will be back in Nashville and held from March 24-26. The Car Wash Show 2020 will take place April 6-8, 2020, in San Antonio, Texas, at the Henry B. GONZALES CONVENTION CENTER. Offer Convenience Give your customers an option that’s already in their wallet Call today and provide your customers with more payment options. CryptoPay is a Cost Effective, Secure, and Simple Solution. www.GetCryptopay.com 719-277-7400 72 • SUMMER 2019 CryptoPayLaundromatAd_InPocket_<strong>SSCWN</strong>_FINAL.indd 1 1/9/18 6:02 PM
Auto Sentry ® CPT Differentiate your self-serve site. Upgrade to an EMV-ready central payment terminal solution. ·,:rn:1 :::1 Auto Sentry ® Central Payment Terminal (CPT) ■ The Auto Sentry CPT provides convenient EMV credit card transactions at your self-service wash location. Customers pay at the CPT with EMV and tap credit cards, Apple Pay and other mobile wallets as well as bills and coin. Customers will receive a 5 digit code on their receipt that can be used in any bay or vacuum using our keypad and bar-code scanner. The CPT offers your customers a secure payment solution. Innovative Control Systems ® Defining the World of Car Wash Technology icscarwashsystems.com I 800.642.9396 SUMMER 2019 • 73
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