Are you in the mobile car wash business? If not, you should be. A mobile car wash can help your current business immensely, as it caters to all types of customers and potential clientele. If you are wise, chances are either you or someone in your family is in the mobile car wash business. But are you getting out as much as you should from the business? You will need a customer relations manual to insure you are indeed, covering all your basis. Customer relations in the mobile car wash business and auto detailing industry is a key to strong referrals and increased business per stop. I have written a customer relations manual for a mobile car wash and auto detailing. Of course our business will be run some what different than your business model so you will need to write your own. Below is an outline for our customer relation operation manual; I suggest you take this outline and slightly modify it to fit your small business and then write two-three paragraphs for each item. You will be glad you did and it will assist you in making more money, cleaning more cars and SUVs per stop and make your business the "Talk of the Town." CUSTOMER RELATIONS I. SATISFACTION GUARANTEE A. Free Wash B. Money Back C. Rain Checks D. Rain Insurance Fee E. You Are A Business Expense II. TELL A FRIEND A. Referral Bonuses 1. Discounts 2. Free Wash 3. Customer Award B. Ask For Referrals C. Thank Customers III. WE LOVE OUR CUSTOMERS A. Advertise It B. Live It C. Say It D. Start A Program IV. TESTIMONIALS A. Offer Free Detail For Best Testimonial B. Print It On Flyer C. In Newspaper D. Radio Show E. Etc. V. SECRETARIES/MOTHERS/VALENTINES DAY A. Free Washes B. Roses C. Discounts D. Etc. VI. CUSTOMER REALLY IS RIGHT A. Handling Complaints B. Fix It C. Removing Customer D. Bad Checks VII. NO MONEY A. Write Check B. Credit Card C. Pay Next Week D. Free-Bee's VIII. DAMAGE CLAIMS A. Pay Promptly B. Admit Guilt C. Deny And Pay Anyway D. Apologize E. Irate Customers F. Franchisor's Help G. Slip And Fall Professionals IX. PROPERTY OWNERS/MANAGERS A. Free Car Washes B. Fax Insurance C. Politeness D. Customers, Tenants, Help E. Refer New Tenants F. Hard Nose Managers F. Polite Threats H. Recommendations From Chamber I. Self Contained Water - Water Theft J. Condominiums K. Apartments L. Complexes M. Large Corporations X. OVERSPRAY, NOISE, BLOCKING A. Free Wash B. Apologize XI. EXTRA MILE A. Tires B. Free Services C. Squeezing Them In D. Removing Scratches XII. NETWORKING A. Refer Customers To Each Other B. Ask What They Need XIII. CUSTOMER OF THE WEEK A. Program B. Certificates C. Free Washes XIV. RESPECT FOR NON-CUSTOMERS A. Parking Lot Solicitations B. Office Visits (Excuses) C. Regulars (Time) D. Future Customers XV. FRIENDLINESS A. Waving B. Honking C. Thumbs Up D. Grocery Stores XVI. TYPES OF CUSTOMERS A. Aviation B. Marine C. Fleet D. Corporations E. Mom's F. Hobbyists G. Working People H. Property Managers I. Heavy Equipment J. Etc. |
