We received an interesting email from a customer the other day. We say interesting because we are used to getting emails from happy customers with glowing reviews of how amazing their car looks. This one was actually sort of similar as it was still a happy customer but he was unsure if he still felt the same way about the waterless car wash as he used to. It was unlike any other email that we had ever received in the past so we had to do a bit of back and forth to get to the bottom of it. To protect the customer’s privacy, we will explain the string of emails instead of posting them here.
It started with the customer telling us that he had been a fan and customer of ours for several years now. He loved how much his car shined after washing waterlessly and he washed religiously. He had two cars, an old one and a brand new one that he washed together. Then one day for him, something changed. He started feeling like thew waterless car wash had stopped getting his car so shiny as he was underwhelmed by the results.
Having never heard a response like this from a customer before, we were eager to get to the bottom of it. We asked him about all of the simple mistakes that new waterless car wash users make but being a waterless veteran of course he was making none of them. We thought it could be his car but since he said it was happening on both his old and brand new car we knew it could’t be that.
After being stumped on the whole issue, we asked him what he would like to do about it. We offered a refund or a discount on future products but he declined. He said that our products had been killer for him for years and that we deserved every penny he ever gave us. He even ordered another bottle just to have on hand if he decided to come back to the waterless car wash again.
A couple of months later we got another email from him. It started off not so bright as he explained that he tried washing his car waterlessly again but was still not impressed. Then he went out to meet his friend who had just finished getting his car detailed at a traditional car wash. When he parked next to his friend it all became clear to him.
The waterless car wash was working just as good if not better, than ever. The only difference is that he was so used to having an awesome shine all the time, he was no longer impressed at how awesome his own car looked. It wasn’t until he parked it next to a freshly washed car and saw how much better his looked that he was able to see it all more clearly than ever. It all goes to show you, the waterless car wash stays amazing, you just have to adjust yourself to a similar level of amazing.