The Unlimited Auto Wash Podcast

Suds and Success: Building a Car Wash Empire One Comment at a Time

• Kevin Dalton • Episode 13

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What Lessons Have Been Learned From Customer Feedback That Have Influenced Major Business Decisions? 

Kevin Dalton doesn't just run a car wash—he builds a business that truly listens. In this revealing conversation, the owner of Unlimited Auto Wash shares how customer feedback has become the cornerstone of his company's growth strategy across Palm Beach County.

When customers mentioned driving 20 miles each way just to visit his locations, Kevin didn't just say "thanks for the compliment"—he started planning new locations. The Wellington facility, opened after repeated customer requests, stands as testament to this approach. While expansion takes time—sometimes up to 2.5 years when building from scratch—the customer-driven growth model has proven remarkably successful.

What truly sets Unlimited Auto Wash apart is their commitment to responsive service. Kevin reveals they respond to every single review, often within minutes of receiving notification. This level of attentiveness has shocked customers who don't expect a car wash business to be so engaged. Their dedication extends to technology as well, with a new customer app on the horizon that addresses specific user feedback. The upcoming release will feature instant membership sign-ups, encrypted payment processing, and improved security—all direct responses to customer suggestions.

The conversation offers fascinating insights into how businesses can grow by genuinely listening rather than simply collecting data. Whether you're a business owner looking for growth strategies or simply someone who appreciates exceptional customer service, this episode demonstrates how paying attention to what people actually want can transform an ordinary service into something customers will drive miles to experience. Visit Unlimitedautowashclub.com to experience their service firsthand or to learn more about their six Palm Beach County locations.

To learn more about Unlimited Auto Wash visit:
https://www.UnlimitedAutoWashClub.com
Unlimited Auto Wash
561-WASH-ME-2

Speaker 1:

Welcome to the Unlimited Auto Wash podcast. Get ready to discover the secrets to keeping your car looking spotless and new. Here's your host, Kevin Dalton, owner of the Unlimited Auto Wash, ready to make your ride shine like never before.

Speaker 2:

From a single comment to a company-wide change. Kevin Dalton explains how listening to customers has helped shape everything from staffing to service at Unlimited Auto Wash. Welcome back everyone. I'm Sofia Yvette, co-host, slash producer, back in the studio with Unlimited Auto Wash owner, kevin Dalton. Kevin, how's it going today?

Speaker 3:

Very good. Thank you very much for asking, Sofia.

Speaker 2:

That's great to hear, kevin, so let our listeners know what lessons have been learned from feedback that has influenced major business decisions.

Speaker 3:

Well, certainly when a customer lets us know that they live 20 miles north of us and that they're dying to have us open up a location there, or 20 miles south, because they drive into our area but that's not quite good enough for them to be able to join our club because on weekends they wouldn't be able to use it. So, you know, I think that one of the biggest things is that kind of makes us want to move into those areas, not so rural, but with plenty of great customers that are willing to join our club and have heard about us, and so we'll take that chance and we'll open up a new location. We did that with our Wellington location a few years back and that's been a great success. And I think that's the biggest one is the feedback on hey, you know I live down there but I come into work into West Palm Beach every day and you know, is there any way you can think about opening one?

Speaker 3:

Now, yeah, it will take us a year or two to really distinguish what location we may want to do. Where are we going to go, pick out the perfect location? Is the rent fine? Are we going to purchase the property and those things? If we purchase a property and build. You know, now we're talking two and a half years before we'll be able to open, but that's just the strict regulations here in South Florida, of course. But I think that's been the biggest influence of you know customers saying, hey, you know how about opening up in our neighborhood?

Speaker 2:

So, kevin, on that note, how do you gather and track customer feedback overall?

Speaker 3:

Well, we have a program that we use that allows us to view all of our, for example, reviews in one list and it mixes.

Speaker 3:

It doesn't it's not necessarily for one location, but we can see all the ones that have come in in order, and it allows us to go ahead and respond to those reviews immediately. Plus, of course, we're updated and notified that these reviews have come in via our Gmail account. So the moment it's entered by the customer, it blings on my phone and we're already working on contacting the customer and letting them know. Thank you for the great review, or we'll certainly look for your volleyball that is not in your car. That you noticed isn't in your car from a week ago, and we'll do everything we are asked by the customer and send them a response back with all the information that we gathered from their review. And I think it makes everyone happy and surprised that a company actually responds to every review and so quickly. Plus, we give our phone number out and for them to call us, and so I think people are rather surprised about that, especially for a car wash.

Speaker 2:

Most definitely so, Kevin. What you're telling me is you respond to every single review.

Speaker 3:

Every single review.

Speaker 2:

Wow. So, kevin, can you share an example of technology added due to customer demand?

Speaker 3:

Sure. So five years ago we added an app and it was at the time. It was a great app, did everything we asked or needed for our customers. But, of course, with technology, everything's evolving. Over the last five years, on app, what they can do, the company that we were with couldn't provide us quickly enough what we needed. Couldn't provide us quickly enough what we needed. So we took the best parts of our app and went to another two companies that were local to our area and we asked them hey, how can you improve this? And, of course, here's some things that we would like to see on our new app for our customers and based on customers' feedback, and we picked one particular company. They have been working diligently. They actually have an app ready for us to review. However, it's going to be another month or two months because we need to work their kinks out, plus go over and finalize everything they've got and add or delete a few things based on what our true needs are today.

Speaker 2:

So, kevin, on that note, can you give our listeners here a little sneak peek into what all that app will cover?

Speaker 3:

Well, certainly you'll be able to join live into our membership.

Speaker 3:

Before it sent us an email with all the information. It was an encrypted email to a specific address because it did handle some sensitive information and so we had to enter ourselves manually. And, of course, if nobody's there on the weekend, it wouldn't get done until Monday. So this will encrypt everything right there, throw it into our membership platform and allow them to join almost immediately within two hours. We've got now designated employees on weekends that can quickly review, push a button and it syncs into our membership platform. And but oh and gosh, because it now syncs up to our membership platform, it's we're able to now look towards the future and maybe even have customers well, allowing them to change their credit card online again through an encryption, encrypted website, right through the app. They don't have to call a number and give their number over the phone, and so we're just trying to provide more security for our customers, and I think that's the biggest thing that we're now able to use a new app that will sync to our membership platform directly.

Speaker 2:

Wow, love it. Kevin, we will catch you on the next episode. Have a fantastic rest of your day.

Speaker 3:

Well, thank you very much, I appreciate it.

Speaker 1:

Thanks for listening to the Unlimited Auto Wash Podcast. Keep your car looking its absolute best by visiting one of our six convenient Palm Beach County locations or by heading to unlimitedautowashclubcom. Remember, at the Unlimited Auto Wash we make you look good. See you next time.