A couple of years back I looked at this industry and saw what was going on and was duly "impressed". Almost nobody knows what the workers do to your car, no explanation of process, terminology, defects etc.
All that you understand is you pay a flat fee, you get something unquantifiable like shine, ok I admit at least you do get your car washed and clean but that's the bare minimum standard. My point is, 99% of customers do NOT know what's going behind the scenes and they do not know how to maintain their cars. Grooming centres then charge a premium to provide this maintenance service.
Somehow it reminds me of a conversation that JK and I had with a prison warden before. If you do a great job, the convicts go through prison time and rehabilitate successfully, you break your own rice bowl. Kind of an irony.
I aim to adopt a biz model where the customer knows what's going on, understands what he's gonna get and tells me his expectations. So far, I have underpromised and overdelivered every time so its a good start for me and I hope this trend continues. I dread the day that I will make a mistake, really hope it will not happen on my customers' cars. It will be a very difficult situation but I guess only time will tell.
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