Car Wash - Winter 2015 - (Page 37)

CAR WASHES IN THE FAST LANE MEETING THE CUSTOMER NEED FOR SERVICE ON-DEMAND BY K AT HLEEN SA F I WE LIVE IN an on-demand world. More and more, customers expect immediate service and support, especially from the companies they are most loyal to. Businesses from coffee shops to hotels are responding in kind, and the trend toward providing an exclusive "fast-lane" for customers is inescapable in the modern business landscape. Savy businesses realize that consumers are now demanding immediate and personalized service, and the push to respond to this need is driven by smartphone technology. Starbucks debuted its order-ahead app, allowing customers to skip long coffee lines to pick up a specialty drink on their own schedule. Want to be in and out of the ever-crowded Mexican establishment Chipotle in time to still run errands during lunch? There's an app for that. You can now even skip check in at Starwood hotels and with a few button clicks find your room and use your smartphone as a door key. Time or money: this is the dilemma modern consumers face repeatedly. Often, they turn to to the businesses and services they utilize to solve this dilemma. Solutions powered by smartphone technology will provide customers with high-end services they are willing to pay a premium for. The traditional car wash model can utilize these concepts to provide fast-lane service to specific customers, even if that means simply moving slower customers over to a different line. Acknowledgement of the value of consumer time and seeking ways to provide customers with on-demand services will set some in the car wash industry apart. GOT SMARTPHONES? According to the Pew Research Center, 64 percent of American adults own a smartphone. It's no wonder that the American auto industry has followed suit by enabling automobiles with their own WiFi hotspots featuring 4G connectivity. Manufactures from General Motors to Tesla feature dashboards that allow passengers to access their favorite apps just as they would from their smartphone. Apps directly geared toward drivers on the road are gaining WINTER 2015 | CAR WASH MAGAZINE | WWW.CARWASH.ORG 37 http://WWW.CARWASH.ORG

Table of Contents for the Digital Edition of Car Wash - Winter 2015

Letter from the ICA
Meet the Board
By the Numbers
Overheard Online
Seven trends affecting the future workforce
Talent development and company culture
The Affordable Care Act in action: Preparing for reporting in 2016
Still stuck in traffic
Car washes in the fast lane
Car Wash Show Europe launch a huge success
Enning, Loogman inducted to Car Wash Hall of Fame
Take a Tour
If it walks like a duck and quacks like a duckā€¦
A gentler approach to damage claims
Wash Ideas
Women in Car Wash: Linda Parker
Blast from the Past
Marketing Minute
Women in Car Wash: Mandi Brower
Ask Champ
Download It!
5 ways to build trust in a business
Top Tweets
Safety Tip
Problem Solved
Index of Advertisers
5 Things

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