Author Archive

The Customer Experience – exists even at your local carwash

March 8, 2007

Maybe my eyes are too wide open.  Maybe I’m seeking out instances where companies over-promise and under-deliver. 

Am I?  You tell me. 

With all the snow that we have had recently in the Northeast,  I had washed my car several times within a short period of time…and it would inevitably snow the very next day after each wash.  So when I pulled up on day 10 for wash #3, everything looked pretty familiar, especially as I had become a regular at this particular car wash over a number of years.  With my coupon for an “external wash only” in hand, I was informed by the greeter that there was new sheriff (oops, owner) in town and that he was no longer accepting this type of coupon. 

I looked down at the coupon.  It hadn’t expired. The name of the carwash was still the same.  I was at the right carwash, on the right day.  So what gives, I asked.  (more…)