In this episode of Professional Carwashing & Detailing’s Executive Spotlight, host Brian Ankney speaks with Bobby Thomson of Retention Express about carwash phone call management, membership retention and the growing role of AI in customer service. Retention Express handles over a million carwash calls annually — from billing disputes and cancellations to compliments and damage claims. Thomson explains how operators can:
• Reduce membership churn
• Capture missed revenue from unanswered calls
• Use AI to support (not replace) live agents
• Run win-back campaigns
• Track 28 different cancellation reasons
• Improve chargeback defense with recorded documentation
With up to 80% of carwash calls going unanswered, Thomson says every missed call represents lost revenue. Learn how blending AI automation with high-touch human support can increase retention and strengthen brand loyalty.