3 min read
Recent changes in consumer behavior are forcing car wash operators to rethink their approach to customer service and technology integration, according to industry experts featured on the latest episode of the Better Car Washing Everywhere podcast.
The discussion between host Matt DeWolf and guest Tara Baugher of TB Consulting highlighted how modern consumers have less patience and tighter budgets, creating new challenges for operators.
"Attention spans are shorter and patience is running thin," Baugher said, comparing it to how people's expectations have evolved. "Remember dial-up Internet? We used to be patient waiting for pages to load...now we get super annoyed if something delays for two or three seconds."
The duo emphasized that while clean cars remain important, it's no longer enough to differentiate in today's market.
"Everybody puts out a clean car...there's a very small set who care very, very much about the quality of the wash, but for the most part, as a general whole, not so much," Baugher said. "Where do the opportunities then lie if it's not in a clean car?"
DeWolf suggests the answer lies in human connection, noting that people want to feel connected to people. “That doesn’t mean they want to come and have a 15 minute conversation with you,” he said. “But they want to see humans who look nice, who smile at them, who wave and acknowledge their presence so that they feel seen."
The discussion also touched on payment technology evolution, with Baugher highlighting how consumers increasingly expect flexible payment options: "Being able to accept any form of payment that the customer has is important,” she said.
For operators looking to adapt, focusing on staff training and customer experience are great starting points. "Your people are your greatest asset, period,” Baugher said. “You could be putting out a terrible car, and if your people are great and warm and welcoming, you can bet that people are more likely to come to you just because they enjoy the environment."
This shift in focus from pure service delivery to experience creation marks a significant evolution in how car wash operators need to approach their business in today's market.
Tune in as we unpack these crucial questions, helping you make informed decisions that enhance your car wash operations, improve customer satisfaction, and boost your bottom line.
Don't forget to subscribe, rate, and share this podcast with your colleagues and friends. Let's get started!
Subscribe in your podcast platform:
SPOTIFY | APPLE PODCASTS | POCKET CAST | YOUTUBE