Car Wash - Spring 2018 - 130

you to get washed. Afterwards he yells, "You
didn't get all the bugs off! There are still
bugs on the fenders!" The customer is challenging, as you could barely see any bugs
left on his car, but you remind yourself that
"cool, calm and collected" is the name of
the game.
Simply state. "I'm sorry. I don't blame you
for being unhappy. I'll have them remove
them by hand, and wipe it down with clean
solution, and I'll check it myself."

ADMIT IT IF YOU OR ONE OF
YOUR EMPLOYEES IS WRONG.

2

If you, or someone on your team made
a mistake, take responsibility immediately.
Even if there is some doubt, take the blame
anyway. "I'm sorry, this should not have
happened. I'll take care of this immediately." This diffuses the situation very
quickly and will help put your customer
at ease. "I'll be sure to talk to the workers
about this." Then, you might consider giving the customers a ticket for a free wash
or money off on detailing.
There is a financial responsibility in it
if you do - especially if you have a fullservice business. You also have to consider
your P & L statement. Nevertheless, it's
smart to own up to the situation. At the
very least, you will have saved a customer
and that will mean they will come back to
you and not to your competitors. Everyone
can make a mistake-don't make another
one by turning off your customer. Turn
them on with a free car wash. It may be
helpful to remember the rule that many
business owners and managers live by when
they consider whether a customer is right
or wrong"

REMEMBER WHAT
UNHAPPY OR ANGRY
CUSTOMERS WANT.

Generally, an angry person just wants to
vent his or her anger. Usually that means
taking the anger out on someone else -
in this case, you. You will get the brunt of
it - even if you are not to blame.
It is always best to let them have
their say before you respond. Let them
blow off steam. They can vent and
calm down. Once that happens, they
usually just want reassurance that:
*
You are concerned with their problem.
*
They will be taken seriously.
*
You will handle the situation.

130

3

CAR WASH MAGAZINE | WWW.CARWASH.ORG |

SPRING 2018

*
*
*

They will be treated with respect.
They can expect a fast response.
They will know you are on their side.

REMEMBER TO
NEVER JUDGE OR CORRECT.

Never judge or correct a customer. If
they are angry with you, refrain from making any statements that are judgmental or
will make the customer defensive. Now is
not the time to say "Why didn't you close
the window! You can't expect us to dry
out your upholstery!" Now is the time to
simply go above and beyond and solve the
problem. "Oh, that happens to many customers. I'll get some rags and soak up as
much as I can."
If you can solve the problem - even if
it's not your fault and send them home as
a happy customer, then you have handled
the situation well. In fact, studies show that
deftly handling tough situations and solving problems with professionalism actually
yields the opportunity to build customer
loyalty!

4

5

APPLY VERBAL CUSHIONS.

When a customer is angry, you can help
diffuse the situation by applying "verbal
cushions," a communication technique
taught by customer service trainers. These
words and phrases "cushion" a customer's
complaint and will help you to service
them more effectively. The verbal cushions
below communicate a sense of concern,
promote cooperation, and display empathy.
Memorize them so that you can apply them
in challenging situations.
* "I apologize this occurred."
* "I can understand why you are upset."
* "I'm very sorry this has happened."
* "I apologize if there's
been a misunderstanding."
* "I can understand why you
would be unhappy."
* "I understand your position."
* "Thank you for bringing
this to my attention."
* "I agree with you completely."
* "I'll take care of this immediately."
Imagine this scenario: An irate customer
states, "Your people did a terrible job cleaning the wheels and worst of all after they
dried the door jamb, they used the same
rag to dry the rest of the car with the salt
and dirt from the door jamb. This is going
to ruin the paint!"


http://www.carwash.org/

Table of Contents for the Digital Edition of Car Wash - Spring 2018

Letter from the ICA
Meet the Board
By the Numbers
Overheard Online
ICA’s 2017 Annual Report
ICA Partnership Update
Join the Club
Creating a destination
Feeling Fine
Marketing goes mobile
Where the rubber meets the road
Online outreach
Click here: Facebook 101
Anti-social media
Regional Update
Big brand, small budget
Why now is the best time to plan to attend your industry trade show
Five reasons to offer unlimited washes
Listen, learn & earn
Recruiting top talent
An economic outlook for the car wash industry
The right way to deal with difficult customers and situations
Four tips for leading in uncertain times
Test your emerging technology I.Q.
Communicating trust in the digital age
Jimmy Starnes, Wash Me Now
Ben Melendez, Vintage Car Wash
Marla Mayer, Weiss Guys’ Car Wash
Take a Tour: WOW Car Wash
Automotive technology
The “How” of Carwashing
Blast from the Past
Download It!
Marketing Minute
Top Tweets
Ask Champ
Advertiser Index
5 Things
Car Wash - Spring 2018 - intro
Car Wash - Spring 2018 - bellyband1
Car Wash - Spring 2018 - bellyband2
Car Wash - Spring 2018 - cover1
Car Wash - Spring 2018 - cover2
Car Wash - Spring 2018 - 3
Car Wash - Spring 2018 - 4
Car Wash - Spring 2018 - 5
Car Wash - Spring 2018 - 6
Car Wash - Spring 2018 - 7
Car Wash - Spring 2018 - 8
Car Wash - Spring 2018 - 9
Car Wash - Spring 2018 - 10
Car Wash - Spring 2018 - 11
Car Wash - Spring 2018 - 12
Car Wash - Spring 2018 - 13
Car Wash - Spring 2018 - 14
Car Wash - Spring 2018 - Letter from the ICA
Car Wash - Spring 2018 - 16
Car Wash - Spring 2018 - Meet the Board
Car Wash - Spring 2018 - By the Numbers
Car Wash - Spring 2018 - 19
Car Wash - Spring 2018 - 20
Car Wash - Spring 2018 - Overheard Online
Car Wash - Spring 2018 - 22
Car Wash - Spring 2018 - 23
Car Wash - Spring 2018 - 24
Car Wash - Spring 2018 - ICA’s 2017 Annual Report
Car Wash - Spring 2018 - 26
Car Wash - Spring 2018 - 27
Car Wash - Spring 2018 - 28
Car Wash - Spring 2018 - 29
Car Wash - Spring 2018 - 30
Car Wash - Spring 2018 - ICA Partnership Update
Car Wash - Spring 2018 - 32
Car Wash - Spring 2018 - 33
Car Wash - Spring 2018 - 34
Car Wash - Spring 2018 - 35
Car Wash - Spring 2018 - Join the Club
Car Wash - Spring 2018 - 37
Car Wash - Spring 2018 - 38
Car Wash - Spring 2018 - 39
Car Wash - Spring 2018 - 40
Car Wash - Spring 2018 - 41
Car Wash - Spring 2018 - 42
Car Wash - Spring 2018 - 43
Car Wash - Spring 2018 - Creating a destination
Car Wash - Spring 2018 - 45
Car Wash - Spring 2018 - 46
Car Wash - Spring 2018 - 47
Car Wash - Spring 2018 - 48
Car Wash - Spring 2018 - 49
Car Wash - Spring 2018 - 50
Car Wash - Spring 2018 - 51
Car Wash - Spring 2018 - Feeling Fine
Car Wash - Spring 2018 - 53
Car Wash - Spring 2018 - 54
Car Wash - Spring 2018 - 55
Car Wash - Spring 2018 - 56
Car Wash - Spring 2018 - 57
Car Wash - Spring 2018 - 58
Car Wash - Spring 2018 - 59
Car Wash - Spring 2018 - Marketing goes mobile
Car Wash - Spring 2018 - 61
Car Wash - Spring 2018 - 62
Car Wash - Spring 2018 - 63
Car Wash - Spring 2018 - 64
Car Wash - Spring 2018 - 65
Car Wash - Spring 2018 - Where the rubber meets the road
Car Wash - Spring 2018 - 67
Car Wash - Spring 2018 - 68
Car Wash - Spring 2018 - 69
Car Wash - Spring 2018 - 70
Car Wash - Spring 2018 - 71
Car Wash - Spring 2018 - 72
Car Wash - Spring 2018 - 73
Car Wash - Spring 2018 - 74
Car Wash - Spring 2018 - 75
Car Wash - Spring 2018 - Online outreach
Car Wash - Spring 2018 - 77
Car Wash - Spring 2018 - 78
Car Wash - Spring 2018 - 79
Car Wash - Spring 2018 - 80
Car Wash - Spring 2018 - 81
Car Wash - Spring 2018 - 82
Car Wash - Spring 2018 - 83
Car Wash - Spring 2018 - 84
Car Wash - Spring 2018 - 85
Car Wash - Spring 2018 - Click here: Facebook 101
Car Wash - Spring 2018 - 87
Car Wash - Spring 2018 - 88
Car Wash - Spring 2018 - 89
Car Wash - Spring 2018 - 90
Car Wash - Spring 2018 - 91
Car Wash - Spring 2018 - Anti-social media
Car Wash - Spring 2018 - 93
Car Wash - Spring 2018 - 94
Car Wash - Spring 2018 - 95
Car Wash - Spring 2018 - 96
Car Wash - Spring 2018 - 97
Car Wash - Spring 2018 - 98
Car Wash - Spring 2018 - 99
Car Wash - Spring 2018 - 100
Car Wash - Spring 2018 - Regional Update
Car Wash - Spring 2018 - 102
Car Wash - Spring 2018 - Big brand, small budget
Car Wash - Spring 2018 - 104
Car Wash - Spring 2018 - 105
Car Wash - Spring 2018 - Why now is the best time to plan to attend your industry trade show
Car Wash - Spring 2018 - 107
Car Wash - Spring 2018 - 108
Car Wash - Spring 2018 - 109
Car Wash - Spring 2018 - 110
Car Wash - Spring 2018 - Five reasons to offer unlimited washes
Car Wash - Spring 2018 - 112
Car Wash - Spring 2018 - 113
Car Wash - Spring 2018 - 114
Car Wash - Spring 2018 - Listen, learn & earn
Car Wash - Spring 2018 - 116
Car Wash - Spring 2018 - 117
Car Wash - Spring 2018 - 118
Car Wash - Spring 2018 - 119
Car Wash - Spring 2018 - 120
Car Wash - Spring 2018 - Recruiting top talent
Car Wash - Spring 2018 - 122
Car Wash - Spring 2018 - 123
Car Wash - Spring 2018 - 124
Car Wash - Spring 2018 - An economic outlook for the car wash industry
Car Wash - Spring 2018 - 126
Car Wash - Spring 2018 - 127
Car Wash - Spring 2018 - The right way to deal with difficult customers and situations
Car Wash - Spring 2018 - 129
Car Wash - Spring 2018 - 130
Car Wash - Spring 2018 - 131
Car Wash - Spring 2018 - Four tips for leading in uncertain times
Car Wash - Spring 2018 - 133
Car Wash - Spring 2018 - 134
Car Wash - Spring 2018 - 135
Car Wash - Spring 2018 - 136
Car Wash - Spring 2018 - Test your emerging technology I.Q.
Car Wash - Spring 2018 - 138
Car Wash - Spring 2018 - 139
Car Wash - Spring 2018 - 140
Car Wash - Spring 2018 - Communicating trust in the digital age
Car Wash - Spring 2018 - 142
Car Wash - Spring 2018 - 143
Car Wash - Spring 2018 - 144
Car Wash - Spring 2018 - Jimmy Starnes, Wash Me Now
Car Wash - Spring 2018 - 146
Car Wash - Spring 2018 - 147
Car Wash - Spring 2018 - 148
Car Wash - Spring 2018 - Ben Melendez, Vintage Car Wash
Car Wash - Spring 2018 - 150
Car Wash - Spring 2018 - Marla Mayer, Weiss Guys’ Car Wash
Car Wash - Spring 2018 - 152
Car Wash - Spring 2018 - 153
Car Wash - Spring 2018 - Take a Tour: WOW Car Wash
Car Wash - Spring 2018 - 155
Car Wash - Spring 2018 - 156
Car Wash - Spring 2018 - 157
Car Wash - Spring 2018 - Automotive technology
Car Wash - Spring 2018 - 159
Car Wash - Spring 2018 - 160
Car Wash - Spring 2018 - 161
Car Wash - Spring 2018 - The “How” of Carwashing
Car Wash - Spring 2018 - 163
Car Wash - Spring 2018 - Blast from the Past
Car Wash - Spring 2018 - 165
Car Wash - Spring 2018 - Download It!
Car Wash - Spring 2018 - Marketing Minute
Car Wash - Spring 2018 - 168
Car Wash - Spring 2018 - Top Tweets
Car Wash - Spring 2018 - Ask Champ
Car Wash - Spring 2018 - 171
Car Wash - Spring 2018 - Advertiser Index
Car Wash - Spring 2018 - 173
Car Wash - Spring 2018 - 174
Car Wash - Spring 2018 - 175
Car Wash - Spring 2018 - 176
Car Wash - Spring 2018 - 177
Car Wash - Spring 2018 - 5 Things
Car Wash - Spring 2018 - cover3
Car Wash - Spring 2018 - cover4
Car Wash - Spring 2018 - outsert1
Car Wash - Spring 2018 - outsert2
Car Wash - Spring 2018 - outsert3
Car Wash - Spring 2018 - outsert4
Car Wash - Spring 2018 - outsert5
Car Wash - Spring 2018 - outsert6
Car Wash - Spring 2018 - outsert7
Car Wash - Spring 2018 - outsert8
Car Wash - Spring 2018 - outsert9
Car Wash - Spring 2018 - outsert10
Car Wash - Spring 2018 - outsert11
Car Wash - Spring 2018 - outsert12
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