Every carwash owner will sooner or later have to deal with a dissatisfied customer. What is the best way to mediate? Anouk Moors of mediation agency MEDIV has tips. “Keep listening.”

Anouk Moors has been in the mediation business for almost 20 years. According to Anouk, it is important to listen carefully to complaints at all times. “If people have a complaint, try to listen carefully to hear well what someone has as a complaint. It’s harder when people are angry to keep listening well. Listen through the accusations and try to understand what the problem is. Ask the question: what do you expect from me? When you respond, make sure you are calm yourself. Negative emotions stimulate negative emotions.”

No false promises

According to Anouk, it is also important not to make false promises. “If at a moment it is clear that you can’t do anything, say so. Be clear yourself about what you can and cannot do. Explain what they are insured for and what they are not. I once lost a mirror in the carwash. The carwash owner immediately said he couldn’t intervene because it wasn’t his responsibility. That was immediately clear. Don’t send people away with false hopes. Don’t say : I’m going to find out if you already know you can’t do anything. That’s not conflict enhancing.”

 Negative reviews

Some customers dare to threaten a negative review. “If a customer threatens a negative review, tell him: how is that going to solve your problem? That doesn’t solve the problem. Perhaps suggest an out-of-court settlement. Putting time into a dissatisfied customer also takes time.”

Stressful situation

First and foremost, Anouk of Mediv asks that carwash owners remain ever mindful of the often stressful situations customers find themselves in. “I always start my carwash visit with increased stress.  When I go to a carwash, it remains a stressful situation for me. Be aware that for a lot of customers, that’s not an obvious situation to drive into a carwash.” Anouk asks carwash owners to invest in clear communication. “Clearly describe at the front of the carwash what is expected of people. I don’t see that written equally well at every location.”