Access & WALS Building Customer Loyalty

Access & WALS Building Customer Loyalty

Good Operators are Good at Customer Satisfaction Clean facilities Turn out clean cars Good equipment Friendly staff Easy access Simple to use Good value Needed services Well lit Convenient hours No surprises Short lines Safe and secure Treated well

Common View of Customer Loyalty Common View of Customer Loyalty Satisfied Customer Loyal Behavior

Benefit of Loyalty Programs Benefit of Loyalty Programs Loyalty members average 2.6 washes per month versus 0.5 washes per month for average customer Based on WashAccess loyalty member data

Benefit of Loyalty Programs Benefit of Loyalty Programs Over 64% of U.S. households said that loyalty programs were important in the shopping decisions Based on AC Nielson Survey

Keeping Customers Keeping Customers Merchants can increase revenue by nearly 50% from retaining only 5% more of their customers Based on Fredrick Retchheld, the Author of The Loyalty Effect

How do we build loyalty? How do we build loyalty? WALS Wash Access Loyalty System Wash Access Loyalty System

WALS What is it? Web-based, Secure Loyalty System located at www.washaccess.com Exclusively designed and developed for PDQ ACCESS Units WALS allows carwash operators to maintain their loyalty and gift accounts. Each carwash operator is provided a loyalty club under WALS Loyalty car wash transactions are sent by PDQ s ACCESS Units to WALS for processing WALS is like a credit card processing center for loyalty car wash transactions

WALS What is it? (Cont.) WALS is an ideal loyalty club management system for both single-location operators and multiple-location operators WALS has a centralized database one account can be used at multiple locations Car wash transactions are processed in real-time by WALS

WALS What can it do? Key features in WALS: Unlimited number of accounts Unlimited number of locations/access units Supports both debit (prepaid) and credit (post-pay) accounts Supports both package-based and funds-based accounts Supports loyalty cards (cards with a magnetic strip) Supports card-less accounts (6-digit member numbers) Automatically sends customized thank you email to a member after each carwash

WALS What can it do? Key features in WALS (continued): Carwash owner can schedule emails 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 920-555-1212 to order gifts or refer them to a the carwash owner s Web Site Carwash owner can schedule emails to members that have not used their membership in a certain number of weeks reminding them that they have a balance of $xx.00 After adding a new account, the carwash owner can email a Wallet Card to the new member instead of mailing a loyalty card

Wash Access Loyalty System (WALS) Loyalty Club Adm inistrator The Club Adm inistrator m aintains their loyalty accounts over the Internet u sin g W A LS Club Adm inistrators can view and print all transactions processed for their m e m b ers a nd A CC E S S un its. C arw ash - S ite 1 W h en a cu sto m e r uses their loyalty card or loyalty nu m b er, the inquiry and the transaction are sen t to W A LS - for authorization and processing C arw ash - S ite 2 W W W - T h e In tern et W A LS W A L S will p ro ce ss all in qu ire s a nd transactions for ALL ACCESS Units. W A LS ha s a ce ntra lized d a ta ba se to track every processed transaction C arw ash - S ite 3 W AL S w ill u pd ate its d ata ba se in rea l-tim e - a s so o n as th e tra nsa ctio n is p rocessed, W A LS w ill u p da te m em be r b ala n ce s Carwash - Site 4 Carwash - Site 5

WALS www.washaccess.com

WALS Sales Tools

WALS Thank you email

WALS Wallet Card Provide a wallet card instead of providing a loyalty card Wallet cards can be printed and/or emailed to the member

WALS Wash Codes - Mail Merge Mail merge a list of wash codes with a label template in Microsoft WORD

WALS Wash Codes - Promotions Mail merge a list of wash codes with a promotional letter created in Microsoft WORD

What a Sales Rep working 24 hours a day 7 days a week 365 days a year?

Going Beyond WALS Going Beyond WALS with a Club Interface WALS allows the carwash owner to maintain the accounts under their loyalty club A Club Interface allows loyalty members to maintain their own accounts online over the Internet

Club Interface Club Interface With a club interface : Loyalty club members can maintain their own accounts Internet users can join the loyalty club using their credit cards Internet users and members can purchase gifts for friends and family using a credit card Loyalty club members can replenish their accounts using their credit card The club interface provides a 6-digit wash code number (member number) which will allow the member to use their membership immediately

Club Interface (cont.) Club Interface (cont.) WWW- The Internet Custom Web Site with a Club Interface back to WALS WALS

On-Line Demonstration Customer can select a number of packages Customer can select a prepaid account WashClub Purchase Step 1

Customer chooses own user name and password On-Line Demonstration Customer info for future communication Email for easy correspondence WashClub Purchase Step 2

On-Line Demonstration Show instructions on how to use Identifies multiple locations Provides customer with an immediate wallet card that they can use WashClub Purchase Step 3

Getting Customers to the Web Site Printed receipt paper with web site name Cross-advertising with similar businesses- gas station, oil change, etc. Direct advertising Radio Billboards Mailers

WALS and a Club Interface are the WALS and a Club Interface are the perfect combination for the owner that wants to build strong customer loyalty!