How to Improve Your Car Wash Business: Provide These Things Customers Look For

Car wash customers have several different options they can choose from, including self-service car washes, express car washes, full-service car washes, mobile car washes, and DIY car washing at home. You need to understand what people want in order to attract them to your car wash business.

What exactly do customers want? When you can find out and provide them with what they want, not only will you notice your existing customers are happier, but you will also notice an increase in new customers.

#1: Good quality car washes at a great price.

It is all about value and quality. Customers don’t want to pay a fortune for a clean car. Conversely, they equally do not want to pay a cheap price and get a poor wash quality. You need to strike a balance between price and quality to ensure your customers are satisfied.

#2: Friendly service with exceptional customer service experiences.

In markets where customers have a range of car wash operations to choose from that all offer the same thing—car washes—you need to set yourself apart from the competition. One of the easiest ways to do this is to provide excellent customer service experiences. Ensuring the needs of every customer are met and they leave happy will mean repeat business and word-of-mouth referrals.

Additionally, providing service with a smile and cheerful disposition is another way to enhance customer service experiences. Every customer should be treated with respect and greeted in a friendly manner.

#3: A location that is easily accessible.

Car wash customers want easy access to a car wash business. They do not want to have to drive out of their way just to wash their car. Your car wash should be located on a corner or in a shopping center with easy access into and out of the car wash.

If easy access is an issue, consider adding a new entrance/exit to the car wash that could make it more convenient for your customers. If you are getting ready to start your car wash business, find a location near retail stores, grocery stores, restaurants, or other high-traffic areas.

#4: The amount of time it takes to wash the car.

Time is another thing customers look for when choosing a car wash. Time will mean different things based on the type of car wash you own and operate. With a full-service or express wash, time translates to how long it takes to move the car through the wash and leave with a clean and dry vehicle.

For self-service car washes, time is how long you have set the timer for the wash cycle. Customers will not be happy if they have to stop washing every few minutes to deposit more money. You need to make sure wash cycle times are set appropriately to allow sufficient time to wash, rinse, and apply hot wax to the vehicle.

For mobile car wash operations, time is not as much an issue. You just need to make sure to book car washes at times that are convenient for your customers.

#5: The appearance of the car wash – a.k.a. curb appeal.

You only get one opportunity to make a good impression on your customers. For businesses with a physical location, what is the first thing potential customers see? Your signage, landscaping, and car wash building.

Ensuring these are appealing and well-maintained will make a great first impression on customers. From their perspective, keeping your property looking great means you care about your business. As such, it can give the first impression that you also care about your customers.

If your car wash is looking a little run-down, dated, or in need of some maintenance, take the time to fix it. You might just be surprised by the results when you notice more customers showing up to get their cars washed.

#6: The ability to contact you easily.

While the vast majority of your customers will never have a need to contact you, there will be others who will want to reach out from time to time. They might want to provide feedback about their car wash experience. They could have a compliment or complaint about your business or employees.

You need to provide an easy means for customers to contact you. This could be through instant messaging on a social media site, email, or a phone number. Making yourself available shows your customers you are interested in what they have to say.

#7: Convenient operating hours.

Another thing customers want is to have operating hours that work with their schedules, not yours. This might require you to alter what days and hours you are open. For example, if you want to target seniors, you could have dedicated hours just for them. This will make your senior customers feel valued and appreciated. You could also offer special hours for frontline workers like doctors, nurses, EMTs, and so on.

You also need to remember, not everyone will be able to wash their car during the day. You need to have select days when your car wash stays open later at night. For instance, you could designate certain nights where you stay open until 9 p.m. or 10 p.m.

#8: The appearance of your employees.

Your employees equally contribute to making an impression on your customers. You will want to make sure your employees have access to quality uniforms and name badges, and that they follow a workplace dress code to look professional. Customers will appreciate your attention to detail and being able to easily identify your employees.

#9: Access to the best car wash supplies and equipment.

You need to make sure you provide your customers with the best car wash supplies and wash equipment. The last thing you want is to have customers complaining that your car wash soap stripped paint off their car or the wash brushes left scratches on it.

Having car wash supplies also includes providing access to other essential items your customers want like air fresheners, microfiber towels, Armor All products, soft drinks, snacks, floor mats, and so on. The best way to sell these items is in vending machines at self-service and express car washes. You could also set up displays if you have space and are always onsite, as with full-service car washes.

#10: Access to technology.

Your technology-inclined customers will want access to a mobile app or other technology options at your car wash, such as free Wi-Fi. For example, your mobile app could provide a contactless payment option, the ability to prepay for a set number of washes, and even a car wash game they can play while sitting and waiting for their car to get washed.

Other features you could include in a mobile car wash app would be keeping track of their previous car washes and purchases, their customer loyalty program card, digital coupons, and an easy referral program. If you have a self-service car wash, your app could include “How To” videos that show how to wash a car, detail it,  etc.

#11: A customer loyalty program.

Customers want to be rewarded for supporting your car wash business. The easiest way to this is by starting a customer loyalty program. Your program could include different perks like earning points for each wash and being able to redeem points for discounts, free washes, etc.

You could also offer special discounts on car wash supplies and accessories you sell at your car wash for your loyal customers. For instance, you could offer different monthly specials, such as 15% off all microfiber towel purchases of $10 or more, or buy-one-get-one-free deals on select items.

You might even want to offer deals on various wash packages that change regularly. For example, one month you could offer premium washes for the price of a deluxe wash package. Once your customers get accustomed to the premium wash, some of them will continue to buy premium washes even after the promotion is over.

#12: The ability to leave reviews.

Reviews are an essential part of doing business these days. You will want to encourage customers to leave reviews of your car wash business. Doing so will let others know how your business ranks. If you get a negative review, look at it as an opportunity to address the customer’s concerns. Make sure to share updates to the initial review so others will see how you resolved it.

There is a wide array of things car wash customers look for when deciding where to get their cars washed. By incorporating these things into your best practices car wash business plan, you are sure to strengthen your brand, develop loyal customers, and grow your car wash business.

To find the best car wash supplies, car interior accessories, vending machine supplies, and vending products for your car wash at wholesale prices, please feel free to browse online at Superior Car Wash Supply, or contact us directly at 800-554-9274 today!