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Don Hinshaw, owner of the Car Spa located at the corner of Bird Avenue and San Carlos Street, doesn't offer personalized customer service solely to increase his bottom line; he does it because he genuinely believes he is in business to serve his neighbors and community.
"I see people are busier than ever," Hinshaw said, "working longer hours, perhaps covering for staff reductions at their company, so they have less time to take care of the things that need to be done."
Hinshaw wants to make their lives more convenient.
"Let's say a working mom has kids and groceries in the car, and one of the kids [gets sick] on the back seat. She doesn't want to have to clean this mess herself, and she doesn't want to have to drive all the way back home, unload the groceries, then go back out to have the problem taken care of," he said. "At the Car Spa, she can pull in, get the mess taken care of and be back on her way before the frozen food in the trunk starts to melt. To me, that's not just good customer service, it's helping a neighbor."
Hinshaw knows many customers by name and is at the carwash five days a week to listen to suggestions and resolve any problems.
"Recently I had a customer pull onto the site," Hinshaw said. "Someone had placed a sticker on his window and he had no idea how to remove it. We had it off within minutes and sent him on his way. He was surprised when I did not charge him for the service, but I recognized him as a regular customer, so I knew he'd be back."
Willow Glen residents appreciate his personalized service and actively support his business.
"The Car Spa is successful because of the loyalty of Willow Glen and Rose Garden residents," Hinshaw said, "and we repay that loyalty with great customer service and outstanding products at a very reasonable prices."
Willow Glen resident Stephanie Williams agrees. "In this age of franchises and corporate-owned businesses, it's really great to patronize a locally owned business where the owner is on the premises. I don't feel like a number here. They really take their time with my car, and I am always pleased with the end result."
Hinshaw's commitment to the business was solidified for him when he purchased the property 3 1/2 years ago.
"There has been a carwash on this site for roughly 20 years," Hinshaw said. "When I bought it, the property was in a seriously distressed condition."
Hinshaw immediately remodeled the site, installed state-of-the-art equipment and added an aesthetically pleasing sitting area out front, with benches and a fountain, to allow people to relax while they waited for their cars.
Hinshaw said the business runs an average of 180 cars a day during the week and 250 cars per day on weekends.
Unlike high-volume carwashes, the Car Spa offers custom packages designed to suit the needs and priorities of each customer, he said. Services range from a $5 automatic wash and air dry to $300 for a full detail job.
"Having your car washed is a very personal thing," Hinshaw said. "Everyone has different priorities; for some, it's a shiny exterior, others want a clean interior. I encourage customers to come in and talk to me about what's important to them."
The $5 car wash is a great option for people who are in a hurry or just need the outside of their car cleaned, he notes, and it is much better than what a customer gets at a drive-through carwash service station.
Hinshaw plans to expand the services available at the Car Spa and is currently working on a partnership with a Willow Glenbased dry cleaner. Soon, customers using the Car Spa will be able to drop off their dry cleaning when they bring their cars in for cleaning, letting them take care of two errands in one trip.
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Photograph by Erin Day