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How to Maintain Customer Loyalty

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How to Maintain Customer Loyalty

Car Wash Superstore

Thursday, June 21, 2018

Conventional wisdom says that acquiring new business is more expensive than retaining existing customers, and this absolutely holds true in the car wash business. If you’re expecting big profits without a significant investment in customer loyalty programs, then you are likely headed for a big disappointment. Fortunately, we have all the information you need to keep customers coming back time and time again.

Program Types

Consumers are increasingly comfortable with subscription models. Razors, meals, music and movie tickets can all be purchased through subscription services. A subscription-based model can be an incredibly effective tool for building customer loyalty at a car wash. Many operators have found positive results with an unlimited wash program priced around three times the cost of a typical service. Subscribers are frequently found to overuse these systems in the first month or two, before leveling out and becoming more profitable. It takes a little patience but can prove to be a worthwhile investment.

RFID technology has made unlimited wash programs easier than ever to operate, though more traditional delivery methods like punch-cards, stamps, discounts, and point accrual systems (like an airline’s frequent-flyer program) still provide value to both customers and operators.

No matter what method you use, any loyalty program has to provide the customer with benefits.

Service Industry

The best way to inspire customer loyalty might seem radical: provide them with excellent service! This isn’t restricted to expert cleaning and detailing. Great service means creating personal relationships with your customers. Many car wash patrons leave feeling like they were just an anonymous cog in a churning wheel. Are your employees asking customers if their experience was satisfactory? Are they responding to that feedback?

Your employees bear the greatest amount of responsibility in differentiating your car wash from a competitor's. They are also your greatest tool in enrolling participants in a loyalty program. From the cleaning professionals on the front line to your cashiers, every member of your team should be educated on the benefits of your customer loyalty program, and actively encouraging customers to join. 

Car Wash Superstore equips operators with the highest quality supplies in the business, but it takes focused attention on your local customers’ every day needs to build a loyal fan base. Make it easy, offer value, and make your loyalty program part of an overall strategy of meaningful customer engagement. You’ll see the fruits of your labor in no time! 

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