What is a Positive Feedback Cycle?
A Positive Feedback Cycle (PFC) describes what happens when an advantage builds on itself to create an even greater advantage. It’s when a good thing becomes better and better as it goes on. You can compare it to interest in a bank account. As interest in reinvested in an account, the principal grows, which generates more interest, which when reinvested makes the principal grow further so it can generate an even greater amount of interest, and so on. . .Interesting, but how does it apply to my carwash?
SiteWatch FastPass® and the Automatic Recharge Module (ARM) from DRB Systems, can create a Positive Feedback Cycle at your site that will allow you to wash more and more cars in less and less time, while making your business more attractive to customers.
How can FastPass and ARM help me do that?
FastPass and ARM save time by allowing your customers to drive up to the XPT® Self-Pay station and have their transactions completed without even coming to a complete stop. When customers approach the XPT, their monthly pass stickers are read wirelessly by FastPass and off they go – the whole process takes about 3 seconds. That’s a lot faster than the time it takes customers to use a self-pay station.
Ok, so my customer saves time, but where does the positive cycle come in?
When one or two customer uses FastPass and ARM, it saves time for them, but it really doesn’t have an impact on other visitors to your carwash. However, as more of your customers use FastPass and ARM, your entire line moves faster. This saves time for all of your customers, even those that don’t use FastPass and ARM.
So, if 2 out of 5 of my customers use FastPass and ARM, the other 3 “regular paying” customers will spend less time waiting in line?
That’s right! And the amount of time that all customers save keeps increasing as more and more customers use FastPass and ARM.
Can you expand?
Sure -- let’s suppose that the average customer spends 54 seconds at the self-pay terminal, but FastPass customers spend 3 seconds. If you’re a customer on line behind five regular paying customers, you will wait 4.5 minutes for them to complete their transactions. However, if two of those customers ahead of you were using FastPass and ARM, your waiting time would be cut by 38%. If three of the customers in line were FastPass and ARM users, your wait would be reduced by 57% to under 2.6 minutes.
What’s the advantage of faster moving lines for my carwash?
In today’s time-pressured society, no one likes to wait in line. Consumers routinely rank long lines as one their biggest complaints when shopping. By saving customers time, FastPass and ARM will make your wash more attractive to all customers, not just FastPass and ARM users. Also, since your lines will move faster, they’ll be shorter, even when you’re busy. This will reduce the risk of a customer pulling up to your carwash and driving away because the lines look too long.
As more more customers use FastPass and ARM at your XPT self-pay station, your lines will move faster for every customer, even those who are not FastPass and ARM users. View a video showing how FastPass and ARM work.Wow, that is impressive! Is there anything else I should know about the FastPass and ARM positive feedback cycle?
Yes. As your lines move faster with FastPass and ARM, your customers will be happier with your carwash. Since happier customers are more pleasant to interact with, the work environment will improve for your employees. This will boost employee morale, which will improve service, which in turn will enhance the customer’s experience even further – in other words another positive feedback cycle has been created at your carwash!
Learn more about how FastPass and ARM can create a positive feedback cycle at your wash by contacting DRB Systems, Inc., info@drbsystems.com or 1-800-336-6338
DRB Systems, Using Technology To Enhance Your Customer's Experience.
