SERIES 1
The Questions Everyone Hates and the Answers Everyone Needs!
We know that customers at your car wash can ask tough questions, and how you respond makes all the difference. Here’s a guide to help you handle those tricky situations with honesty, confidence, and a customer-first mindset.
What is the Best Car Wash Package to Offer?
Don’t just push your most expensive wash package! It’s about giving your customers the wash that best suits their needs.
Engage with them—if they have a brand-new car or it’s particularly dirty, they might benefit from your top wash. But if it’s just a little dusty or they’re not looking for a deep clean, offer a simpler option.
It’s about giving the customer the best value for their situation, and they’ll appreciate your honesty.
When you take the time to understand their needs, they’ll appreciate your honesty and will be more likely to come back!
Why is Someone Washing the Car Before it Goes into the Machine?
Explain to your customers that even though your equipment is high-quality, some areas are hard for machines to reach or may be heavily soiled. A quick pre-wash by the team helps ensure their car comes out as clean as possible.
Let them know that the extra attention to detail is part of your commitment to providing the best possible service.
Will the Car Wash Damage Their Vehicle?
Let them know that car wash equipment has been refined over decades. They have been engineered and tested to ensure there is no damage to cars and car washes use high-quality products.
Some of the leading luxury brands use automatic car washes on their new cars.
However, if the car has loose parts, peeling paint, or cracked plastic, those areas could be at risk.
Make it clear that your equipment is designed to avoid damage, but also mention that existing issues may worsen. By being upfront, you build trust with your customers.
Can They Use Their Own Cleaning Products?
It’s important to explain why outside cleaning products aren’t allowed.
For environmental and operational reasons, you need to control the products used at your site.
Let them know you’ve chosen high-quality, safe products for the best cleaning experience, and that these products are also eco-friendly.
Customers will appreciate your concern for both their car and the environment.
Why do You Charge a Credit Card Surcharge When You Don’t Accept Cash?
Customers may not understand why there’s a surcharge if you don’t take cash.
Let them know that cashless payments improve efficiency and security, and that the surcharge covers the processing fees charged by banks.
Emphasise that you do everything you can to keep this charge as low as possible.
What Should They do if the Car Wash Stops While They’re Inside?
Always make it clear that the safest thing to do is to stay in their vehicle. Explain that the system may restart on its own, or your staff will come to assist them.
More importantly, to protect you and the customer ensure you have highly visible signage eg:
“STAY INSIDE YOUR VEHICLE AT ALL TIMES WHILE IN THE WASH.
Exiting your vehicle can result in serious injury or death due to moving machinery.
In the rare event of a malfunction or emergency, immediately call our Emergency Line XXX
Your safety is our priority. Please follow all instructions..”
Are the Chemicals You Use Bad for the Environment?
Reassure customers that the chemicals you use meet strict environmental guidelines and are safe for both their car and the environment. Explain that your site treats all contaminated water before it enters local water systems, ensuring that nothing harmful escapes into nature.
The Queue Looks Long—How Long Will it Take?
Let customers know that while the line might seem long, your system is efficient, with each wash taking around 5–7 minutes. Suggest visiting during quieter times, such as weekdays between 10 a.m. and 3 p.m., to avoid the rush. Customers will appreciate the time-saving tips!
What if They’re Not Satisfied With the Wash?
Reassure them that their satisfaction is your priority. If something isn’t right, invite them to let you know so your team can fix it, whether that’s another wash or a touch up to a spot.
This shows you’re committed to providing top-notch service and this extra effort will leave them feeling valued.
How Often Should They Wash Their Car?
Give customers some general guidelines: if they live in coastal or high-pollution areas, a wash every one to two weeks is ideal. Otherwise, washing every two to four weeks will help protect their car’s paint and keep it looking great.
