The Unlimited Auto Wash Podcast

Your Voice Matters: The Power of Customer Feedback in Car Wash Innovation

• Kevin Dalton • Episode 15

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How Does Unlimited Auto Wash Use Customer Feedback To Refine And Improve Its Offerings?

What happens when businesses truly listen to their customers? In this revealing conversation, Kevin Dalton shares the transformative power of customer feedback at Unlimited Auto Wash. We explore how a simple customer suggestion sparked a company-wide pricing revolution, creating their popular multi-car discount program that saves families money while building deeper loyalty.

Kevin takes us behind the scenes of their systematic approach to gathering and implementing customer insights. From daily website inquiries to app communications, every piece of feedback becomes fuel for improvement at their Monday morning manager meetings. This dedication to listening extends to all 175 team members across six Palm Beach County locations, ensuring consistent service excellence throughout the organization.

Most fascinating is how Unlimited Auto Wash has turned customer feedback into community partnerships. By creating reciprocal discount programs with local businesses, they've built an ecosystem where customers can offset their monthly subscription costs through partner savings. Their upcoming app enhancement will feature an innovative perks program connecting subscribers with neighborhood establishments—a digital extension of their commitment to community. Kevin also addresses technical questions about specialized vehicles, explaining how their neutral pH soap formulations safely clean even wrapped cars. This episode reveals the remarkable business transformation possible when customer voices truly matter.

Ready to experience a car wash that actively listens to its customers? Visit unlimitedautowashclub.com today or stop by one of our six convenient locations throughout Palm Beach County. Let us show you how we make you—and your vehicle—look good!

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:

Your customers' voices shape your business. Let's explore how Unlimited Auto Wash uses feedback to create a better experience. Welcome back everyone. I'm Sofia Yvette, co-host, slash producer, back in the studio with owner of Unlimited Auto Wash, kevin Dalton. Kevin, how's it going today? Kevin?

Speaker 3:

Dalton Fine Sophia, Thank you very much for asking.

Speaker 2:

Sophia Pagano. Now, Kevin, great customer service starts with listening. So how does Unlimited Auto Wash use customer feedback to refine and improve its offerings?

Speaker 3:

Kevin Dalton. Oh, good question. So we receive feedback almost daily from our customers and it's discussed, as I've mentioned several times in the past, at our Monday morning managers meeting. But to give you an example of some of those feedback questions we have, I remember many years ago, after we had started our unlimited wash plans, a customer said you know, kevin, I've got three cars in the plan and you know, I pay, actually at the time, $39.95 a month. And you know, would you consider doing a discount for the second or third car?

Speaker 3:

And we looked at a number of our customers that had second, third and some even fourth cars and realized that some of the additional cars did not come as often and wouldn't take advantage of the unlimited side of it. So we looked and we said you know, let's do a $5 discount for every second, third, fourth, fifth car. So instead of him paying $39.95 three times, he's paying $39.95, $34.95, $34.95. And I think it's value added for our customers. So that was great feedback, that from our customer that we really ran with. And so we do take feedback to heart and you know I, you know we, we love the feedback, especially when they tell us we're doing a great job and and, and we let our employees know that as well.

Speaker 2:

Now, what methods do you use to gather customer feedback across all locations?

Speaker 3:

Okay.

Speaker 3:

So we have our app, the Unlimited Auto Wash app. We have our website, which actually is used very, very frequently by our customers. For example, right now we just finished the end of season and people will send us messages, well, messages. Well, right now the number one would be hey, can you put my uh membership on pause? I'm going back up to the summer, I'm going back up to the northeast for the summer and, uh, turn me back on for october 1st and I'll be back right about then.

Speaker 3:

So, but as for actual customer feedback, it's it's uh. We get two or three emails a day through our website that uh ask different questions. You know, what kind of soap do you use? I've, I just recently had my car wrapped. I, the gentleman told me I can't drive it through a car wash, but people tell me you're safe to come to. Is that true? And well, of course, absolutely we are, because we hand wash and we use a neutral soap. It's not acidic or high in pH, so we can't damage the paint on your vehicle. So we are always taking feedback and questions from our customers and really running with it, and again we focus it back down in our Monday morning managers meeting and it goes right back to our employees and so if there's any issues, everybody knows about it within a week, and I'm talking about all 175 employees.

Speaker 2:

Wow. So, kevin, what role does customer feedback play in introducing new wash packages or promotions? Kevin.

Speaker 3:

So we live. Some of our locations are near more upscale areas and others are not, and so we try to adjust our promotions based on the clientele in that area. And we also we are seeked out. Plus, we seek out local businesses in our community that might want to share discounts, for example, for their customers to our customers, rather as they check in for our process, and they'll do the same for us introducing our car wash to their clientele. And so we do strategize with local merchants in our area to try to offer unique things that are designed just for them, tailored just for those communities.

Speaker 2:

Yeah, it's working for us, amazing, amazing. Now, what are some of?

Speaker 3:

the most impactful improvements made based on the feedback On our new app. It's still being created. We wanted something with better technology and we hired a company and it's nearing its completion. But we decided to add in a perks program for our customers where, when they're on our app, they can see or be told about some local businesses in the area that would like to introduce themselves to them the same way we do at the locations, but now they can do it from the comfort of their own home and learn about those new businesses. And hopefully their customers at those other local merchants are learning about us as well, and I think it's just a great fit based on the clientele we have.

Speaker 3:

And I know it sounds redundant or repetitive compared to what I just said, but we'd like to be able to offer discounts to our customers. Look, you pay me $50 a month for your vehicle and if I can get our customer something to offset that $50 a month, you pay well then that's a no brainer. Our customers love it. It's discounts they're not expecting and they can end up getting their cars washed for free if they go out to dinner two or three times at one of those locations if it's a restaurant. So it's a win-win for all of us.

Speaker 2:

Listening to customers is key to business success, and your approach ensures they are heard. Thanks again, and we'll catch you in your next episode.

Speaker 3:

Thank you, sophia, have a great day.

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.