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Creating and Maintaining a Customer-Focused Culture

Industry News Latest News | November 18, 2021
Commercial Plus Industry News - Car Wash

In a time of shifting protocols — mask mandates, social distancing, the push for contact-free options — how does a service-oriented business maintain a high level of customer focus?

By Lanese Barnett

In a time of shifting protocols — mask mandates, social distancing, the push for contact-free options — how does a service-oriented business maintain a high level of customer focus? Sometimes without the most universal human connection tool, our smile. Learn practical tips for connecting with customers and building lasting relation-ships in an ever-changing social landscape.

We have all endured the forced exercise of living with a global pandemic. First experiencing extreme isolation, mass business closures, and record unemployment to social distancing, face masks, labor shortages, and learning to live in a “new normal.” Though things may look a little different, as human beings we still have a fundamental desire to connect with others. In customer service, COVID-19 has encouraged us to adopt some new long-term staples in the way we approach customers, as well as remind us to get back to basics and prioritize relationship building — both with customers and with employees — to grow and enhance our business.

Overall, the car wash industry has emerged as a relatively pandemic-proof business. During the last 10 years car washes have shifted to the express exterior model which helped mitigate initial customer apprehension about visiting a car wash by naturally limiting staff interaction and providing contactless transactions through…

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