Carwash owners can take a lot of measures to improve customer satisfaction. So says customer expert Michel Stevens of the company goCX. The company specializes in optimizing customer relations. 

Michel Stevens believes it is important that the first impression you give a customer is a positive one. “Make sure the first impression is positive,” Stevens says. “Do a friendly greeting. Who are your customers and what do they care about?”

Stressful

For customers, a visit to a carwash is often stressful. Carwash owners do best to take that into account. “Put them at ease, for example with a hand gesture or wink. Tell them they can be quiet and have all the time in the world. Then the customer is at ease. Then, should the customer encounter anything in the carwash, they know they will be helped.”

Cleanliness

Cleanliness – especially in carwashes – is an important issue. After all, during the wash, the customer has all the time in the world to look around. “First and foremost, carwash owners had best make sure their business looks clean,” says Stevens. “The longer the customer waits, the more time they have to look around.”

Accessibility

With unmanned carwashes, operators best make sure they can always be reached via cell phone or Whats app.  “In many foreign countries everything is via whats app,” says Stevens. “I had a problem with the bill changer. Then it’s nice if I can be answered quickly.”

Gas stations

Finally, Michel Stevens of goCX has some tips for gas station shops. “This is also important in the customer experience,” Stevens says. “I was in a gas station the other day. I had to wave at the guy behind the cash register to get his attention. A good customer experience is worth money. People are willing to pay extra for that. Any percent you can win is won.”