Club Membership and Retention are the KEY Ingredients to Success!

Express Wash Concepts January 24, 2024

Club Membership and Retention are the KEY Ingredients to Success!

Just as Club Membership is the backbone to our company’s success, the other key ingredient is Retention – providing our customers with the best possible experience so they remain Club Members. Retention literally results from every detail we sweat at the washes. The efforts toward Retention are an ongoing, day to day effort year-round. Especially now, having come off a very successful Holiday campaign, we want to do everything we can to retain our new Club Members. And not to mention, we are in our busy season now, so we want to put our best foot forward not only for our newest Club Members, but potential new members.

What does Retention look like and where does it happen? It happens with every point of customer interaction – from our kiosks, to our tunnels, on the phone, in our lobbies, and perhaps most importantly in our vacuum lots. We greet and thank customers at all these points of interaction and listen for feedback. The indirect Retention occurs with sweating the details. Leaving these washes better than we found them, Disney Perfect, Curb To Curb. PM’s play a critical role in Retention, ensuring that all of our equipment is not only clean, but functioning perfectly in order to provide the best possible customer wash experience.

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