2 Good Operators are Good at Customer Satisfaction Clean facilitiesTurn out clean carsGood equipmentFriendly staffEasy accessSimple to useGood valueNeeded servicesWell litConvenient hoursNo surprisesShort linesSafe and secureTreated well
3 Common View of Customer Loyalty SatisfiedCustomerLoyal Behavior
4 Benefit of Loyalty Programs Loyalty members average 2.6 washes per month versus 0.5 washes per month for average customerBased on WashAccess loyalty member data
5 Benefit of Loyalty Programs Over 64% of U.S. households said that loyalty programs were important in the shopping decisionsBased on AC Nielson Survey
6 Keeping CustomersMerchants can increase revenue by nearly 50% from retaining only 5% more of their customersBased on Fredrick Retchheld, the Author of “The Loyalty Effect”
7 Wash Access Loyalty System How do we build loyalty?WALSWash Access Loyalty SystemIf you do not have the basics in place you will never be able to build a loyal customer base.
8 WALS… What is it?Web-based, Secure Loyalty System – located atExclusively designed and developed for PDQ ACCESS™ UnitsWALS allows carwash operators to maintain their loyalty and gift accounts.Each carwash operator is provided a loyalty club under WALSLoyalty car wash transactions are sent by PDQ’s ACCESS™ Units to WALS for processingWALS is like a credit card processing center for loyalty car wash transactions
9 WALS… What is it? (Cont.)WALS is an ideal loyalty club management system for both single-location operators and multiple-location operatorsWALS has a centralized database – one account can be used at multiple locationsCar wash transactions are processed in real-time by WALS
10 WALS… What can it do? Key features in WALS: Unlimited number of accountsUnlimited number of locations/ACCESS unitsSupports both debit (prepaid) and credit (post-pay) accountsSupports both package-based and funds-based accountsSupports loyalty cards (cards with a magnetic strip)Supports card-less accounts (6-digit member numbers)Automatically sends customized “thank you” to a member after each carwash
11 WALS… What can it do? Key features in WALS (continued): Carwash owner can schedule s to all members – to announce promotions and as reminders of the carwash owner’s gifting program. For example – car wash packages are a great gift idea for Father’s Day – call to order gifts or refer them to a the carwash owner’s Web SiteCarwash owner can schedule s to members that have not used their membership in a certain number of weeks – reminding them that they have a balance of $xx.00After adding a new account, the carwash owner can a Wallet Card to the new member instead of mailing a loyalty card
16 WALS – Wallet CardProvide a wallet card instead of providing a loyalty cardWallet cards can be printed and/or ed to the member
17 WALS – Wash Codes - Mail Merge Mail merge a list of wash codes with a label template in Microsoft WORD
18 WALS – Wash Codes - Promotions Mail merge a list of wash codes with a promotional letter created in Microsoft WORD
19 What… a Sales Rep working 24 hours a day 7 days a week 365 days a year?
20 Going Beyond WALS with a Club Interface WALS allows the carwash owner to maintain the accounts under their loyalty clubA Club Interface allows loyalty members to maintain their own accounts online over the Internet
21 Club Interface With a club interface : Loyalty club members can maintain their own accountsInternet users can join the loyalty club using their credit cardsInternet users and members can purchase gifts for friends and family using a credit cardLoyalty club members can replenish their accounts using their credit cardThe club interface provides a 6-digit wash code number (member number) which will allow the member to use their membership immediately
22 Club Interface (cont.)Custom Web Site with a Club Interface back to WALS
23 On-Line Demonstration Customer can select a number of packagesCustomer can select a prepaid accountWashClub Purchase Step 1
24 On-Line Demonstration Customer chooses own user name and passwordCustomer info for future communicationfor easy correspondenceWashClub Purchase Step 2
25 On-Line Demonstration Show instructions on how to useIdentifies multiple locationsProvides customer with an immediate wallet card that they can useWashClub Purchase Step 3
26 Getting Customers to the Web Site Printed receipt paper with web site nameCross-advertising with similar businesses- gas station, oil change, etc.Direct advertisingRadioBillboardsMailers
27 WALS and a Club Interface are the perfect combination for the owner that wants to build strong customer loyalty!