For many sports teams this year, pre-season training has been complicated by the COVID-19 pandemic. Yet no player or team — from junior leagues to the pros — improves without continual training. The same goes for your car wash team.
Just as athletes repeat the same drills, over and over, so your team players need to be reminded, and sometimes retrained, on essential processes. As the manager, YOU are the coach!
People need continual feedback to stay sharp. And in the car wash industry, constant change in car wash equipment means there is always more to learn. Successful organizations know they must create a culture of continuous improvement.
Staying ahead of customer expectations
While we often focus on staying ahead of the competition, we also need to stay on top of rising customer expectations. In our sports analogy, the competition is the opposing team, but the fans are the ones the team is really playing for!
Fans come expecting a win. Your customers come with expectations of quality, value, and speed of service. Let’s take a closer look at this last item: speed. A “win” means exceeding the customer’s expectations — and data show those expectations are rising.
Ten years ago, it was common for retail transactions to take an average of 30 seconds to process. Today, it’s three seconds. If you had to wait 30 seconds for your credit card to clear, you would be highly disgruntled.
Many car wash businesses have successfully improved speed of transactions by implementing automatic pay terminals. But they also need to address total speed of service. Getting a full-service wash done in 10 minutes rather than 20 minutes would not only increase volume today but also would impact long-term survival.
One way to continually improve the car wash process is to invest in better equipment. But, there is another way to speed things up without any capital expenditures whatsoever: continuous coaching of your team.