Remember the human touch?

The other day I had an odd experience that I would like to share. For the past month or so I have been frequenting the same Chick-fil-A four days a week at the same time each day. A little before noon or just there after. It's become my favorite. I always go through the drive thru. Well I noticed that they had began a new procedure of taking your order before you arrived at the intercom. One person scribbled your order on a note pad then handed it to you then approximately 15ft away you handed this scratch paper to someone with a head set who repeated your order to you and the staff inside, and then you moved to the window and paid and picked up your order. Hey after 3 days of this I finally figured out their intercom was not broken, they were trying to increase through-put. Odd in this day in age of automation these folks were going back to scribbling things down on a piece of paper and using at least 4 to 5 more employees outside the resturant to achieve this goal. (This resturant was built for high volume they have 2 complete drive thru lanes). Each day I would go through there I was wondering if this method was working ( all cost considered). I've always felt the service was superior for any fast food resturant. Meal always hot,order always right. No mistakes ever. I just wanted to know was this working for them. More $$$$ More $$$. Then something odd happened. In their pursuit of speed, which they did achieve by the way, You hardly had time to breath before you needed to move your car again. I felt weird, unloved.It was just to methodical. I felt that if I asked a question, especially the one about how's the new system working for you, I would be interferring with business. Crazy I really felt insignificant, just a number, just let me take your money,get your stuff and get out of our way. We have more people to see.
This really hit home because I think this maybe the same way we are treating our customers. Trust me folks RJP (that's me) is very aggresive in the pursuit of more volume. Let's go faster, let's do more, what record can we break this Saturday. We run an express carwash and we try to push them through here as fast as we can, but at what expense or we alienating ourselves from the customer at the pursuit of more,better,faster. I think the problem ( which may only be in MY head) can be solved with a thank you or please come back and see us. Something that does not cost much. A kind heart felt word. Because there was nothing wrong with the product(sandwhich,fruit,or drink) that my
Chick-fil-A delivered.It was always perfect and even after the change has remained flawless, the only thing that has changed (in my mind) was the delivery system. Not as personable as before. Odd isn't it. What is really crazy is that I have often in training express wash theory,to new hires.Used the fast food scenario of a perfect resturant as being one that takes your order as soon as you drive up, have your order perfectly made, food piping hot, hand it to you as soon as you hand them the money and finally let you go about your busy day. Wow was I wrong, I forgot the most important detail, The human touch. I would love to hear your comments. Thanks for letting me take up so much of your time.

I would agree with you on the subject, when we bought our wash nearly a year ago... we went through many times and noticed that the attendants were not friendly, never smiled, never said have a good day, NOTHING but "WHAT DO YOU WANT" and if you had change they just came back to the window and handed you the change!

Well like I said its been a year now and our volume has nearly doubled from the previous owner, I require all attendants to be very personable, its a requirement when I hire. I even try to remember what the customer gets and know ahead what they want, especially what kind of fragrance they want! I know that isn't always possible because we have so many customers, but we try.

I too am all for washing high volume - but not at the risk of losing that personal touch or failing to deliver the quality car wash experience that I believe all customers desire regardless of the price they are paying for the wash.

This is why we take the time to address problems like heavy mud, bird droppings, tree sap, unusually heavy brake dust, and ice and snow in the winter.

It's also the reason why we have three ways for customers to save, Frequent Washer Card ( buy 10 get 11th free); 5 wash book for $35; Or, our monthly Club Card for $40.

Finally, its also the reason why we hand out a bi-annual newsletter, custom printed litter bag, and disposable moist towel for customers to wipe off their door and dash.

Washing volume is important, but so too is maintaining a friendly, helpful and attentive staff. I believe this is essential in establishing in the customer's mind what a unique experience it is when they come to our car wash. Sure it takes time, discipline and costs money that other washes are not willing undertake or incur. But it also makes you the only orange stand in an area full of apple stands.

Someone once told me something that has stuck with me through the years. "The bitterness of poor quality or service remains long after the sweetness of low price is forgotten."

We receive compliments from our customers all the time for the little things we do that add up to a great wash experience. They are vindication that reinforces the importance of the "human touch" and helps us to maintain the commitment to it.

The human touch is what separates the good from the great.

But it like many things in the car wash business, it is “deceptably” simple – it is so easy most don’t think about it, don’t plan it, and don’t do it.

It is a about being visible and approachable, ie can people who need assistance find some to help and does that person look like they want to help.

It is about a attendant that walks quickly to a customer who needs help and treats all problems as being important.

It is about smiling and making contact with all those who are in our path, it is easy to look busy and just walk on by.

It is about rewarding our associates with smiles and our respect.

These things don’t happen unless they are thought about, planned, and executed.

Wow, thanks to all of you for the kind words and like sentiment. I have had great training at our location to focus on these details. I have one of the few owners who puts the action behind the talk, when it comes to taking care of the customers and putting them first before any detail. At this time I have to let the cat out of the bag,rip23 is my boss, and mentor. Many of you know he is quite a guy.
Another great thing happened the other day, because of this post I may have a book "Deal". LOL! No more washing cars for me I'm going to be the next Mark Twain or better yet that Lady who is making bookoo money writing Harry Potter. Ya'll have a great day, we are, the sun is out in Houston Hooray!