Wash On Wheels has a lot of truck wash clients – large, medium and small fleets.
Our crews wash well over 10,000 fleet units each year. Every unit we clean, we clean the best we can. Some truck wash clients want more – including interior cleaning – but nobody gets less than our standard. And if by chance a crew does a less than acceptable job, we redo it or don’t charge for it.
However, at one large truck wash account of ours, the trailers are parked very close to each other. Because each one has different logos, they reflect off each other and make it difficult to see any spots we missed.
This is true for our truck wash crews as well as the managers checking their work. We washed these same units when they belonged to another company and we had them stagger the trailers so they weren’t reflecting on each other. At this location, there isn’t enough room to do this.
We’ve washed these units for some time on an as-needed basis and we occasionally had issues. Because they weren’t on a set schedule, they didn’t get our guarantee. We can’t wash trucks once every two months for the same price as when we wash every two weeks and still guarantee our quality. So this customer decided to get on a set schedule and have their truck wash done every other week.
By getting on this schedule, they get our guarantee – and we’ve spent some extra truck wash time getting them up to par.
However, we discovered that checking our work in the morning showed different spots than checking in the afternoon. This was due to the sun reflecting between the trailers. We haven’t had any complaints since they went on a regular schedule. But since we couldn’t be 100% sure of the our quality, we needed to let them know why.
We let them know that although we hadn’t had any complaints, we wanted to make sure they understood our limitation if something came up in the future. We told them when these units were owned by the previous truck wash client, the trailers were staggered to give us room to work. That helped us see any spots we missed and maintain consistent quality.
Our truck wash client understood the situation, and said they had no problems with our quality. They’re getting what they’re paying for and are very happy with it.
But we’re not giving ourselves an excuse for a poor quality truck wash.
We’re taking our customer service to the next level and preventing future problems if a few of his units have spots we couldn’t see.
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