Regardless of the business you’re in — insurance, transportation, construction, hospitality, carwashes, municipal government, or any other — the last thing you want and the thing you can least afford is an unhappy customer. And if you’ve been in any kind of business for a while, you likely know it costs significantly more to acquire new customers than it does to retain existing ones.

To our way to thinking, that means keeping your customers happy will keep them coming back. In fact, research by Bain & Co., Invesp, and others has determined that increasing customer retention by just 5 percent can yield profit increases of 25 to 95 percent, since the probability of selling to an existing customer is 60 to 70 percent, while the probability of selling to a new customer is between five and 20 percent. Those are pretty good reasons to keep your customers happy.

Plan A

Since we do what we do, we have to point out that one of the ways in which you can keep customers happy is to resolve their challenges — especially the challenges that result from insurance claims — as smoothly and quickly as possible. Whether your organization is fully insured (in which case, we can help your insurer), self-insured, or works with a TPA, Cloud Claims can help.

By improving everything from tracking to reporting, from workflow to reminders, from trend analysis and auditability, Cloud Claims helps manage claims more efficiently and adjudicate them more quickly.

The last thing you want is a customer steaming like the guy at the top of this post.

As much as anything else, the car care business is a customer-satisfaction business. No satisfaction, no customers.

As a result, car care business owners can incur liability claims for any number of reasons (premises liability, property damage, personal injury, the conduct of others acting on your behalf, and more) from any number of incidents. That’s why God invented insurance, of course. And insurance claims have to be managed.

Service With a Smile

The best thing you can do for your business and your customers is keep the lines moving and provide an exceptional customer experience. The last thing you need is a lengthy holdup if customers cite damage to their cars after going through the carwash — or if there’s an accident in the tunnel caused by the customer or your equipment. The fact of the matter is, given enough time, anything and everything that can go wrong likely will. That’s where we come in.

Whether your parent company is fully insured, self-insured, part of a self-insured group, or works with a TPA, if whomever is responsible for managing your claims is using Cloud Claims, your job gets easier. All you have to do is smile, tell the affected customers their claims will be handled promptly, minimize the interruptions of your traffic flow, and make the experience as positive as possible for your customer.

You Can’t Manage What You Don’t Measure

And there’s another point to be made: Using a system that tracks your incidents and claims — and allows you and your parent company to analyze incidents, injuries, and claims to identify trends — will allow overall risk management to be dramatically improved.

We apologize for the bad pun. But if you don’t measure and manage your claims, you’re likely to get hosed.