I’ve gone to the same car wash for years. On first glance, it looks exactly the same. However, as soon as I interacted with their employees, I knew something was VERY different.
There was a new system to quickly find my frequent customer information.Employees connected me with the car and called me by name. They each took time to chat with me and thank me for my business. When my car was ready, an employee found me and escorted me to the vehicle, checking to make sure everything was done correctly.
Now any of these changes might have been mere chance, but all of them happening at once said to me there was a new approach to customer service and experience happening.
Something was definitely different. And when that happens, for better or worse, customers notice.
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