How to get customers back.

[Ryan L.]

So my "business" has really taken a hit now that Costco has opened a drive through car wash. For $7.99 they do the outside, under carriage, wheel wells, dress the tires. I must say they do a good job for $7.99 and the everyday person doesn't care about the damage they are causing. Some of my more high end customers obviously know not to go through there but a lot of the everyday people aren't coming any more. I've talked to a couple of them and they've said that they switched to Costco just because of the convince. Get your grocery's, get your car washed, fill up on gas and your set for the week. Some say that its just because cost wise they rarely even get it washed any more at all.

What do you think I should do? I can't bring my prices down to $7.99 or I wont make any money at all.

Ryan

[Nappers]

Re: How to get customers back.

When I first stumbled on this site and read what people paid/charged for a full detail and paint correction (heck didn't know what swirls were, just knew I had them) I would have thought you were ALL crazy and should have not come back.

Show the customers that is using this new car wash the damage is doing to their paint and that it would save them in the long run just to have you do it correctly.

We also took our car to a 6 buck car wash, they did a good job, had a dry off area with a "rip you off" vacuum cleaner (get one seating area done per $.50 cents, like going to Reno) and some terry cloths and window cleaner. We were instilling swirls so bad in our cars that it made the paint job dull. Now that I have been educated on proper paint care, we don't do that anymore (although the wifey sneaks through once in a while, okay...I do too).

Take a xenon light with you and show them what they are doing and how it damages their paint. Also, most car washes uses such harsh soaps that it removes wax, thus protection, thus premature failure of paint which could cost them thousands of dollars and they are saving what?.....

Maybe do a 10th wash free (you know like coffee joints) or something. The car wash I went to in the past did that but I haven't been back and tossed the card.

Hopefully others chime in.

Good luck.

Gas prices is sure hitting everyone these days.

Aaron

[Evan.J]

Re: How to get customers back.

well my friend this is sad news to hear. I guess what you need to do is explain why what your doing is better than what costco does. Tell your customers what sets you above costco explain your self and your process and your products. You have to be able to sell yourself and gain the respect of the people. I would show some before and after pics to them as well. Get them excited about your work and not the cheap stuff. costco is going to go for the quick make it look nice but you are going for the removal of swirls scratchs oxidation and what ever else you may face. Its all in selling your self and make your customers feel that they are truly getting their moneys worth in which most cases I feel they are. I hope this sorta helps you out and I do wish the very best for you

[Mort Corey]

Re: How to get customers back.

Some say that its just because cost wise they rarely even get it washed any more at all.

That's going to be a problem for a while. You're providing a non-essential luxury type service and those goods or services are the easiest (and first) things people will do without if they are feeling squeezed financially. You're the steak....Costco is the hamburger. I think the best you can do is remind them that it will benefit them in the long run to maintain their vehicle from a value standpoint. Then again....someone with a new Escalade has probably already lost a small fortune. Sure wish I had a better answer.

Mort

[BlueZero]

Re: How to get customers back.

Sort of a funny story and might help you...

Last week when I got my bottle of M105 I was so excited how great it worked by hand I was telling my coworkers. Both of them take care of their cars by going through the car wash once a week. I asked them if I could do a 3"x3" area on their hood. I went out and wiped the area off with some Last Touch, taped a square and worked the M105 by hand. They where both amazed how much better my spot looked than the rest of the hood. That was with no glaze, no wax just a clean swirl free area. Now they both want me to do the rest of their cars.

Maybe ask them if you can do a small 'test spot' for them to show the possible improvement.

[ZoranC]

Re: How to get customers back.

What do you think I should do? I can't bring my prices down to $7.99 or I wont make any money at all.

There is your answer. Denny's doesn't chase customers that are looking for Taco Bell price, and upscale steak place doesn't chase customers that are looking for Denny's price. One of lessons from real life and Advanced Class: "Evaluate your customer" Not everybody has to be your customer.

[Hemin8r]

Re: How to get customers back.

Wow what doesn't Costco have. Not only does your work show quality but what you are also selling is your customer service. I'm sure Costco is not going to educate their customers on how to maintain their vehicles or remove any paint defects the way you would.

[Mike Phillips]

Re: How to get customers back.

Maybe ask them if you can do a small 'test spot' for them to show the possible improvement.

This is usually a great idea if you can get them to let you do the test spot and you don't run into any problem paint...

Since Costco is doing the outside, maybe you can switch to doing interior details? No extraction work just keep it simple, vacuum, windows, dress vinyl and leather seats, air freshener.

[J. A. Michaels]

Re: How to get customers back.

Maybe you could throw in a special. Complete wash and do the interior like Mike mentioned for say $19.99. Then you have your customer and carefully explain to them the harm these car washes do to the paint. Good luck Ryan.

[VoicesInMyHead]

Re: How to get customers back.

Well, I'm just an enthusiast for my own vehicles, family & maybe friends... but maybe add a few complimentary perks...
- Check/report windshield wiper blade condition
- Check/fill wiper fluid
- Check/report engine oil/fluids
- Check/report the creation date of their tires = Story Here (This is a big issue for me as I had some tires separating at only 2500 miles on a new vehicle.)
- Check/inflate tire pressures with small compressor (include Spare Tire)
- Anything else you may consider that would raise the desirability of you & your service... It could be the little things that give you a great advantage.

Those are some of the results of the conversations I've had amongst myself. I'll let ya know if another one of me speaks up.

[3Fitty]

Re: How to get customers back.

There is your answer. Denny's doesn't chase customers that are looking for Taco Bell price, and upscale steak place doesn't chase customers that are looking for Denny's price. One of lessons from real life and Advanced Class: "Evaluate your customer" Not everybody has to be your customer.

I tend to agree with Zoran [in part] and Scott [in part]. There is a certain segment of the world that just see $7.99 vs. whatever you charge and only looks at the bottom line, so you're probably better off with letting them go.

On the other hand, even the "thrifty" type should understand value for you dollar, so if you can show that the $7.99 price = damage to the paint and your price = top quality job + long term paint protection, you might be able to get some of them back. Some will remain blissfully ignorant of the service you are providing and I wouldn't bend over backwards to try and get that type of person back.

[VoicesInMyHead]

Re: How to get customers back.

Some will remain blissfully ignorant of the service you are providing and I wouldn't bend over backwards to try and get that type of person back.

Well Put!

[Ivan Rajic]

Re: How to get customers back.

I skimmed the thread so sorry if this was mentioned... what worked for me on two people (not the same situation, just showing them what the difference between 30-40 wash and $5-15 was is...)

The following goes for both cars, a 2005 Black A4 and 1998 328... I told the owner to clearly instruct the car wash people not to touch the hood AT ALL... basically I went with him 2-3 times within about 4 weeks, and made sure they only spray down the hood as they were spraying other panels, but not touch the hood... then I told him to tell them not to even dry it, NOTHING... after their wash, I would wash the hood and take care of any light water marks with a QD after... so no polishing was done, just wash and QD...

The swirls they put in the paint were pretty light, but they were all over and both owners were outraged and never even thought of going again...

[Holden_Caulfield04]

Re: How to get customers back.

I skimmed the thread so sorry if this was mentioned... what worked for me on two people (not the same situation, just showing them what the difference between 30-40 wash and $5-15 was is...)

The following goes for both cars, a 2005 Black A4 and 1998 328... I told the owner to clearly instruct the car wash people not to touch the hood AT ALL... basically I went with him 2-3 times within about 4 weeks, and made sure they only spray down the hood as they were spraying other panels, but not touch the hood... then I told him to tell them not to even dry it, NOTHING... after their wash, I would wash the hood and take care of any light water marks with a QD after... so no polishing was done, just wash and QD...

The swirls they put in the paint were pretty light, but they were all over and both owners were outraged and never even thought of going again...

Well played!

[Mr Mustang]

Re: How to get customers back.

Well, I'm just an enthusiast for my own vehicles, family & maybe friends... but maybe add a few complimentary perks...
- Check/report windshield wiper blade condition
- Check/fill wiper fluid
- Check/report engine oil/fluids
- Check/report the creation date of their tires = Story Here (This is a big issue for me as I had some tires separating at only 2500 miles on a new vehicle.)
- Check/inflate tire pressures with small compressor (include Spare Tire)
- Anything else you may consider that would raise the desirability of you & your service... It could be the little things that give you a great advantage.

Those are some of the results of the conversations I've had amongst myself. I'll let ya know if another one of me speaks up.

That is an absolutely incredible idea. So many people dont know how, dont want to check the little things, which could make the most difference in the long run. Bring back the full to full service