Adding Value to Your Top Package

By: Anthony Analetto
Originally Published in AutoLaundry Magazine

After all the years of being so focused on eliminating manual prep labor from the car wash, I’m struggling to embrace the latest trend. Not because it doesn’t work, but because, well, I’ve spent decades of my life trying to educate against what’s fast growing in popularity, albeit in a different way than ever before.  I suppose it had to happen. Express-exterior operators, already approaching $20 top packages based solely on premium online pay wax services, are hungry for the next growth opportunity. Not willing to invest in the labor and complexity of a flex-serve, but eager to increase their average ticket, they’re beginning to offer hand-prepping as a paid a-la-carte extra service.  The numbers are impressive. Without doubt, customers perceive greater value when a human being interacts with their vehicle. Before you run out and start prepping cars, however, there are some subtle aspects to understand and some not so obvious pitfalls to avoid – let’s take a look.

Pitfall: Beware of Bugs

More often than not I’m seeing the extra hand-prep service being offered as a “bug-prep” for $3 to $4 a-la-carte and included in the top packages. Keep in mind that the goal here isn’t to get bug remover applied to the front of the car. Plenty of online activated equipment exists to do exactly that. Equally, the goal isn’t to hit the front of the car with high-pressure blasters – again equipment is readily available to perform the task more effectively and consistently. The objective is to provide a value-added service and personal attention to customers willing to pay for the experience. It’s powerful. Seeing attendants scrubbing the front of their car with a hogs-hair brush dipped in foamy bug remover makes a strong statement. Associating it with bugs, however, presents a potential pitfall. Few customers appreciate that as an insect decomposes it produces enzymes that can etch the paint. Fewer still understand that removing bugs will often require clay, polish, or other professional detailing procedures that will then require wax or paint sealant. Those customers with severe bug problems, unless educated, will be absolutely dissatisfied with the result of a “bug-prep” service. So what’s the solution? I don’t have an answer. Personally, I’m still a fan of offering self-prep areas with bug remover and brushes where customers can treat their own car before entering the tunnel. While considering offering the service at one of my washes I played with some alternate names. Unfortunately, “hand-prep” doesn’t carry nearly the same impact as “bug-prep,” especially when accompanied by a little icon of a bug with a red line through it on the menu. If you have any ideas please send me an email or grab me at the next tradeshow.

Pitfall: Signage

It’s human nature. Nobody likes to think somebody else got something they think they should have gotten. The first rule of offering a paid hand-prep service is to make it crystal clear that it’s a special service that has been paid for. Most locations are using a confirmation sign that lights up to tell a customer that they paid for the extra service. When lit, this sign also alerts attendants to prep the front of the car. Provided your menu board is very clear, this should be sufficient. Problems arise in some markets, however, where customers are accustomed to full-serve washes that prepped all cars as needed. That customer, if they don’t notice the signage, will assume they should have received hand-prep as well and feel cheated. You can turn this to your advantage. Simply add a second, brightly lit confirmation sign positioned in front of the next car entering the tunnel. Change the wording to indicate that “The Car in Front of You Purchased” and list all extra services purchased. Any confusion will be eliminated and that next customer in line will be more likely to buy your premium services on their next visit.

Pitfall: Labor

Don’t fool yourself. No matter how you look at it, offering a paid hand-prep service will add labor and management complexity. The hallmark of the express-exterior model always has, and always will be, about delivering an absolutely consistent service in a consistent amount of time. Operators offering a paid hand-prep service report that there is a relatively small increase in labor. On slower days, the existing guide-on attendant is performing the hand-prep service. On busier days, they’re adding additional attendants at the front of the tunnel to perform the application from both sides of the vehicle.  Although easily justified by the increased revenue, it’s a dramatically different level of responsibility for an attendant to safely guide customers onto a conveyor versus being responsible for the quality of the wash. Plan to train staff extensively. Don’t assume common sense. Attendants must understand and practice how to process each car consistently without slowing production. Equally, they must be trained to never, under any circumstance, perform the service on a car that has not been paid for. You’d be amazed at how easy it is for attendants to get into a rhythm where they start looking for bugs and prepping everything they see. At a traditional full-service wash this is a good thing. Here, however, it will undermine the value of your hand-prep offering. On a side note, if your climate experiences seasonal bugs, it is still a good idea to include an automatic bug removal applicator to ensure consistency.

Pitfall: Safety

Without careful training and management, adding manual labor to the wash process is a potential recipe for disaster. Customers, in their car, have just been instructed to take their foot off the brake and put the car in neutral. Attendants, racing to speed through those safety instructions in order to begin prepping the front of the car, are less likely to notice a customer’s confusion. Although outfitted with long handled brushes, the temptation for attendants to step in front of the car to work faster will be strong. You must ensure that the attendant you put in this role is physically capable of prepping the car, and if single staffed, from one side. Whatever you do, do not allow attendants to cross the front of the vehicle with a customer behind the wheel. Traditionally manual prep work was done with foaming applicator guns sometimes followed by a high pressure gun. This approach, although allowing attendants to remain away from the vehicle, lacks the perceived value of a foamed brush gently scrubbing. There’s a lot of evidence coming in that offering a paid hand-prep service with a foamed brush covering the front of the vehicle and even the windshield is a powerful way to increase your average ticket. If you’re not prepared, however, to make the necessary investment in labor, management, and training, to do it safely – it is money that’s best left on the table.

Safety First Developing a Risk Prevention and Counter Measure Plan

By: Anthony Analetto
Originally Published in AutoLaundry Magazine

Last month I talked about avoiding physical accidents at your wash. This month, I’m going to step up to the pulpit and preach about material and equipment handling procedures. Most operators I know fall into one of three categories. The smallest group implements clear procedures and documentation for every person on their site. Then you have the largest group, those that are forever planning to create the procedures, training, and documentation, though few seem to get it done. The third group consists of operators who develop excellent programs for their staff but seem to feel that they and their trusted managers are exempt from such time consuming inconveniences. Sadly, I have the destroyed eyeglasses, clothing, and numerous stories of nearly tragic accidents that force me to admit being a member of that third group for most of my career. The fact is that most of us have an opportunity to improve upon our commitment to safety for our staff, customers, the environment, and ourselves. With that said, let’s move on to the basics of developing a risk prevention and counter measure plan.

Material Safety Data Sheets (MSDS)

Even with the best of intentions, mistakes happen. In a world where it’s possible for a doctor to accidentally leave a watch inside a patient – it’s hard to argue against the possibility that a detailer can leave a bottle of some cleaner, with a sweet fruity scent, in the back seat of a car within reach of a child. This scenario is only one of a thousand possibilities that demand instant knowledge of the danger, handling, and treatment for every chemical at a car wash. Quickly knowing what to do in an emergency is the purpose of Material Safety Data Sheets (MSDS). Whether it’s your customer, your son, daughter, or customer who walks by a hose that bursts, you can’t afford to ask the question – what should we do – without knowing where to find an answer in a matter of seconds.

It all starts with having the MSDS for every chemical on your property. According to federal law, manufacturers and importers of chemical products must produce an MSDS for each hazardous chemical they produce or import. This law also requires U.S. employers to have a MSDS in the workplace for each chemical that they use. An MSDS explains the hazards associated with the product, as well as what precautions to take to avoid those hazards. It also includes first aid and emergency contact information in the event of an accident.

Getting the MSDS for each chemical and putting it in a binder isn’t enough. Each employee must know what it is, where to find it, and how to read it. MSDS training should be part of your new hire procedure as well as an ongoing program to reinforce its importance. If you don’t already have an MSDS center hanging on your wall, turn to page 2748 in the new Grainger catalog, number 397. There you will find wall mounted kits, training booklets, and everything else you will need to comply with OSHA requirements.

Don’t overlook secondary containers. Having perfect MSDS documentation at your site would be useless for the parent of the child in the back seat of the car I mentioned above. What could they tell paramedics or a doctor if the bottle had no label? Often, chemical suppliers can provide you with labels to apply on secondary containers that include all emergency information. Some actually sell pre-labeled bottles for supplies commonly transferred. However you go about doing it, don’t take the risk of not maintaining strict labeling procedures for all secondary containers.

Personal Protection Equipment (PPE)

It’s not only common sense to use proper PPE, OSHA standards require that all “affected” employees and contractors utilize proper PPE. What specific devices you need varies depending on the chemicals and services offered. The first step is always to do an assessment of the entire workplace. There is a lot of literature available to assist you in performing your workplace assessment, but a good place to start is at www.osha.gov. The workplace assessment should be updated annually. This complete walk through of your operation will identify every occurrence where an employee can come in contact with a hazardous condition. Things that you should look for are low clearances, location of flammable substances, hazardous chemicals, excessive noise, and moving machinery. Once each hazard is identified, you must document it along with a specific PPE that must be used to eliminate the hazard. The most common PPEs found at a car wash include eye goggles, drum dollys, back braces, face shields, nitrile gloves, ear plugs, rubber soled shoes, warning signs, burn sleeves, barrier cream, and aprons. It is critical to be very specific in your documentation. Never indicate something generic such as facial protection, be very specific with the actual PPE that must be used.

Documenting all hazards is relatively easy. Providing an effective PPE for each situation is usually affordable. The real battle is making sure PPE is properly used and maintained. Often it will require extensive training and retraining. You will need to hold safety meetings. Posters, handouts, and signage should be incorporated to constantly remind all affected employees of company procedures. Implementing an effective program involves more effort than bolting a first aid kit to the wall, but is vital to providing a safe environment for your employees to work in.

Emergency Response Plan

OSHA guidelines also direct employers to implement an emergency action plan. The importance of doing this cannot be over emphasized. Benefits include reduced workman’s comp rates, improved employee moral, and decreased employee down time from injury. Creating your plan will take some time and consideration. It will include emergency contact lists and procedures, as well as plans for evacuation, fire prevention, readiness and focus, hazardous material release response, medical emergency, and overall site organization. Each car wash represents different considerations, but an excellent place to get started is with the free resources found on the OSHA website.

Lock Out / Tag Out

If you don’t already have a lock out / tag out kit at your wash, buy one, it will be the best hundred dollars you can spend. If you’re not sure what one looks like, I’ll again use Grainger as a non-industry specific supplier. Turn to page 2720 in their new catalog, number 397. You will find numerous options and most kits include a training guide. Select a kit with the proper quantity and type of locks and tags for the equipment at your wash. In addition to all wash components, you will also want to make sure you have supplies for air compressors, conveyors, pumps, air lines, and hydraulic lines. Make sure you communicate a policy for immediate replacement of any item in the kit that becomes unusable.

Basically lock out / tag out dictates that any person servicing machinery or equipment must physically disable the item before working on it. Whenever possible a lock must be used to keep the item from being re energized. If it is not possible to lock out an item, then it must be tagged out. Only the person who has locked or tagged out the item is permitted to re energize it, unless that person has left the property and passed authority to another according to the plan you have put in place. Under no circumstance can an item ever be re energized before the lock out / tag out is removed.

The concept is simple, and the required supplies affordable. Like PPE, the difficulty lies in ensuring that procedures are adhered to always, without exception. It demands a formal, well documented training policy. Affected employees must understand both the use of locks and tags, and the need to use them no matter how quick they think the service will be. Training is not a one shot deal. At minimum all affected employees should be re-trained on an annual basis. In addition, training must be administered whenever an employee is reclassified or placed into a position requiring the use of electrically energized machinery or equipment.

Summary

An ounce of prevention saves a pound of pain. It’s a lot of work to write manuals, create forms, and deliver training programs. Don’t lose site of the fact that the rewards for implementing a thorough risk prevention and counter measure plan go beyond reducing financial liabilities to your business. It’s the right thing to do for your customers, employees, the environment, and you. I hope everyone joins me this year in not only requiring our staff to follow procedures, but to take the few extra seconds ourselves to put on gloves, aprons, and face shields, even when no one is looking. I’m sure I’m not the only one who has probably pushed luck farther than it should be and decided that a few extra seconds has got to be less painful than an injury.

A Smile and a Hug

By:Anthony Analetto
Originally Published in AutoLaundry Magazine

Last month, my daughter, a junior in college majoring in child education, volunteered to spend five weeks in rural South Africa. She lived with a host family and worked at an elementary school. While showing us over 1,500 pictures of her adventure, she repeatedly expressed regret that she couldn’t pick up much of the local language. When I asked her how she managed to communicate with the children, I was surprised when she answered “Dad, a smile and a hug mean the same thing in any language.” It’s amazing how such a simple expression can be so powerful – which of course got me thinking about how it applies to car washing. I started jotting down ideas. What things do successful car washes do that’s the equivalent of giving a smile and a hug to their customers? What visual cues let customers know that you care about them, and the appearance and safety of their vehicle? So often these activities are framed in terms of marketing, branding, preventive maintenance, customer service, employee management, and property maintenance. And too often, when business is slow, we postpone these expenses or change our service level in an attempt to lower costs. Maybe I’m just inspired by my daughter’s recent excursion. But maybe, there’s something more to this idea. Maybe in order to maintain customer loyalty and engagement, it’s better to think in terms of what we’re doing to give them a smile and a hug. Let’s take a look.

Self-Evaluation
I’ll start this section with the statement that not all customers are created equal. It’s easy to smile and give a mental hug to the 20% of your customers that are contributing to 80% of your revenue. Unfortunately, for many service businesses, we exhaust ourselves by catering to the 80%, and after time, no longer even see the top 20%. Step back for a second. Look at your customers. Do you feel like you want to give them all a smile and a hug while thanking them for their business? If not, pretend you can look out at your customers and see the top 20% in bright color and the other 80% in black and white. Can you at least smile at the top 20%? If not, you’re perfectly positioned to make poor decisions that can negatively impact your business; to haphazardly cut the very things that keep customers loyal; to make decisions that undercut the value of your service and pushes your best customers to your competition. I’m not saying you need to look at your customers and start humming a verse of Kumbayah – but if you’re not prepared to smile and give even your best customers a hug; it will corrupt your staff, disrupt the quality of your service, and slowly eat away at your bottom line.

Staff Management
The fact is that car washing is a cyclical business that changes with every weather forecast. Your job is to ensure that not only you, but your staff engage with your customers in a positive and consistent manner. That’s the root problem that must be solved. Car washing is an inconsistent and unpredictable business. As operators, we have to deliver a consistent and predictable customer experience in order for our business to grow, with a smile and a hug. I recently read an article discussing Starbucks multi-million dollar training initiative to instill reliable and successful customer service habits in employees. I laughed a little when I imagined if they had to deal with a prolonged rainy period that forced them to lay off most of their staff. Or if every customer came in with a different sized mug and the barista had to make sure the precise concentration of ingredients was automatically and proportionately changed for that particular cup. I’m the first to recognize that car washing presents challenges that a coffee shop couldn’t even imagine. But there’s a lot to be learned from initiatives such as Starbuck’s. The objective of training employees to give each customer the equivalent of a smile and a hug as an instinctual habit makes a lot of business sense. So how do you do that in the unpredictable world of a car wash? Simple – focus on your core staff. Develop incentive and training programs that provide a stable environment for this group that insulate them from the ups and downs of unpredictable cash flow while sharing in the overall success of the wash. That, however, demands meticulous planning. Too often I see operators design a compensation program that lets this core group share a little when the business is strong, and feel the pain when things are slow. Seems fair – right? Wrong. Face it,  employees will never appreciate your pain during a slow month. Don’t be so critical; neither will they reap the rewards of a record month. The pitfall is that you need this core staff to greet every customer with an involuntary smile and a hug. You need them to infect all other staff around them with their enthusiasm. Those two actions will improve the customer’s experience at your wash and contribute real revenue from more loyal customers to your bottom line. Both, however, are difficult tasks for the average employee when faced with perceived instability in their work environment. In a nutshell, creating an environment that makes customers feel welcome requires not only giving them a smile and a hug, but doing the same to your staff. Who would have thought this happy smile and hug stuff could become so complicated?

Property Management
Now that we’re extending a smile and a hug to our customers through our staff, what about the property and wash process itself? Before I talk about car washes, I’d like to talk about cars. Have you ever noticed when you buy a new car or truck, there’s plenty of money and time to buy accessories? To detail it obsessively? To perform all preventive maintenance on schedule?  Time passes and it loses its luster. You need new tires. You have unexpected repairs. You justify delaying preventive maintenance and detailing because there’s no time or money. With a car, it’s no big deal. Just trade it in. If you allow this to happen to your wash however, you’re potentially going to kill your business, or at least stunt its growth. This isn’t an article on facility maintenance. But ask yourself; are your nozzles in perfect working order? Do you recall the last time you pumped your reclaim tanks? Have you tested your water quality within the last month? Has all preventive maintenance been performed on schedule? Is your property clean and inviting? Is any equipment tied back, waiting for repair? Have you cut back on detergents, rinse, or drying? Is your landscaping and signage bright and cheerful? Basically, are you extending a smile and a hug to your customers through the careful attention to detail in their experience of getting a clean, dry, shiny car? Master that and you’ll be humming a verse of Kumbayah on your next trip to the bank.

Building Long-Term Success - Grass-Roots Marketing Delivers $10 Average Exterior Ticket

By: Anthony Analetto
Originally Published in AutoLaundry Magazine

Everyone loves a dramatic success story. An entrepreneur invents a new product, or way of doing something, and the dollars flood in. Although inspiring, true success occurs more often as the result of persistent trial and error, hard work, and attention to detail. Several weeks ago, while talking with a friend and colleague about his latest experimentation with a new automated cloth drying system, and looking at a picture of one of his 5 express-exterior car washes, I asked “Kelly, how old is that site?” Now anyone who knows Kelly Reilly, owner of Kelly’s Express Car Wash in central California, knows that he is a fanatic for maintaining his properties, but this picture showed something truly remarkable – it looked like a newly built location just about to open. When Kelly replied “I think we built that one in 1994, so it’s about 18 years old,” I realized I had a true success story that anyone in the business of washing cars could benefit from.

Kelly has always done things differently. One of the first pioneers of the express-exterior wash format, Kelly’s early struggles to remain one step ahead of bankruptcy helped shape the definition of what express really was, and is. Long shot gambles he took decades ago are now standard practice for most new express operators. Having recently broken ground on one of three new locations he has planned to build over the next 18 months, Kelly is at it again. Looking to leverage the latest innovations to deliver a unique customer experience, he agreed to share some of his plans for this latest expansion. Below are some excerpts from our conversation.

Analetto: “When did you first decide to enter the car wash industry?”

Reilly: “Decide? I don’t think my entry into the car wash industry was actually a decision. I was about 11 years old when my dad bought a full-serve wash. I was the window man – jumping over the tire-brush into cars rolling down the conveyor. I suspect OSHA must have been a bit more lenient back then. My time was split between working at the wash and at our shop where we also made self-serve equipment. I really enjoyed working in the shop and am, to this day, passionate about the nuts and bolts of getting a clean car. But, I suppose my first decision to enter the industry was in 1987 when I bought a coin-op.  After doubling the business in a year I was able to buy a 3-bay self-serve with a 60-foot conveyor. That, too, went well until I decided to replace the tunnel with the latest novelty, a touch-less in-bay automatic. It was a disaster. Volume dropped 75% and after 8-years it went to nothing. Fortunately, in 1992 I was able to buy another 60-foot conveyor. I got that running pretty well and was able to sell it a couple of years later to buy some land to build our first express-exterior wash with a 110-foot conveyor and 12 self-serve free vacuums.”

Analetto: “Even today, exterior washing hasn’t caught on in much of California. What inspired you to build an express-exterior in that market nearly two decades ago?”

Reilly: “During those first couple of years, pretty sure I was going to go broke, I asked myself that same question. But having started in full-serve, I knew I didn’t want to manage that type of business. I couldn’t reach the kind of numbers I wanted with the coin-ops, and the in-bay automatic I tried was a fiasco. Exterior intrigued me. Back then I was able to build the place for 1.4 million including land. That seems small compared to today’s costs, but it was a huge back then and I had everything on the line. I opened at $3.99 and in the first year only washed 49,000 cars. It was pretty clear the formula wasn’t working. People weren’t sure what I was. All I could do was search for something that worked. I decided to raise the price to $5 and started to towel dry. The wash is in a dry climate and I have lots of horsepower on my blowers. Towel drying required very little labor. What it really did was make the customer see more value in our service. Volume started to build by 3,000 to 10,000 cars per year and at $5, the numbers started to work.

Analetto: “Would you say that raising your base price to $5 and towel drying was the turning point for that first location?”

Reilly: “Not entirely. It was really a combination of factors. At the time, I was still using self-serve vacuums, and giving a free token to wash customers. In the beginning, that was lifesaver, bringing in $2,000 per month.  But once I was washing more cars, customers started to get ticked having to wait for a vacuum. At this point, the vacuums were only pulling $400 per month and I switched to a central vacuum to process cars faster.  Volume continued to grow and I changed very little until 2002 when I went to a $7 base wash.  I remember thinking we’d have a drop in volume, but it didn’t happen. Instead, both volume and our average ticket grew, and that year we built two more washes. There’s really no single event that I can say was a turning point. I remember, for example, when I installed the gated entry system there was a 20 cent jump in our dollar-per-car average. Again, incremental growth, but not a real turning point. Our growth has come from trial and error and constant improvement.”

Analetto: “I know you’re currently building another wash and have two more in the works. Have you considered any of the flex-serve models offering interior or express detailing services?”

Reilly: “Absolutely not. I got out of the full-serve business back in the late eighties and have no interest in going back. I like the express-exterior model. Like I said before, I really enjoy the equipment side of things. Right now we’re experimenting with some of the new application systems and cloth dryers that are coming out. I feel there’s still room to improve the value we deliver online. I know there’s money to be made with the flex-serve model, it’s just not for me.”

Analetto: “You have locations that are nearly 20 years old, how do you keep on top of maintenance?”

Reilly: “I believe in the McDonald’s theory of creating processes and procedures to deliver a consistent customer experience. All preventive maintenance is scheduled. Three times per year new flowers are planted. I paint every fourth year. Once a year I take an inventory of everything that needs to be done at each wash. During the rainy season I’ll order everything I need and store it at our warehouse. I then wait for a rainy stretch and pull all my managers to one location that we’ll attack for 1 to 2 days.

Everything starts with how you treat your employees. I treat my managers how I want them to treat their staff, and if you met one, you’d think they owned their wash. We have good pay, health insurance and profit sharing. In all the years I’ve been doing this, I’ve only had to fire one manager, and nobody has ever left.”

Analetto: “It’s amazing how fast the years seem to evaporate. If you could give a recommendation to a new operator of one thing you’ve done that has had a long-term payoff, what would it be?”

Reilly: “Actually, I have two. First is to never underestimate the customer. All I sell is a car wash. I have to constantly invest both time and money to make sure everything works properly every time. I’m always amazed at how quickly people recognize if even a single foamer isn’t working. What I’ve learned is that as long as I can keep things working and keep things consistent – the customer will keep coming back.

The second is to never underestimate your staff. One of my managers once came up with an idea to get a small counter display filled with cards that include our logo and a code to try our top $14 wash for $10. We worked out deals to put the displays at local restaurants, gyms, and other businesses. It’s really simple grass roots marketing, but the result has been phenomenal. We print an expiration date on all the cards but we let them run longer. Customers share the codes, email them to one another, and post on Facebook. Once I saw a kid enter a code that was expired. He immediately pulled out his phone, emailed a friend, and had a new code within seconds. I now have thousands of customers talking about my wash on a monthly basis, and I’m getting $10 per car! To take it a step further, when they buy the top wash, we print a coupon on the receipt that lets them get their next top wash for half price, only $7. What’s amazing is that I’ll see months where 40% or more of our customers are buying the top wash. Of those top wash customers, 50% are using one of the $4 coupon codes, and 10% are using the half-off receipt coupon.

My goal is to enter into a partnership with my customers. When I went to the $14 top package, I felt that I was moving above what a customer in my market could afford to spend on a car wash and still feel good about it. That worried me. But by giving that $14 customer a coupon entitling them to their next wash for half price, I’m providing a value they can’t match anywhere else with no strings attached. I believe that as long as I can do that, customers are going to enjoy the experience at my wash and keep coming back – a formula that, so far, has worked pretty well for the last 20 years.

Innovate or Die

 By: Anthony Analetto
Originally Published in AutoLaundry Magazine

Interview with Terrance Elder of Triple Play Car Wash in Attleboro, Massachusetts.

“Innovation distinguishes between a leader and a follower” Steve Jobs, CEO Apple, Inc.

Triple Play Car Wash in Attleboro, MA is one of the most impressive car wash facilities I’ve ever seen. Opened nearly three years ago by Terrance Elder, this 3.2 acre property is home to a 157-foot express-exterior tunnel, touch-less in-bay automatic, 7-MPD Exxon-Mobil gas station, 6-Bay Detailing Center, 3-Bay Valvoline Instant Oil-Change, and a 4,500 Sq. Ft. On-The-Run C-Store with a drive-thru Dunkin Donuts and Jay’s Deli. Under Terrance’s vision, leadership, and hard work, his overall business has experienced year-to-year growth of 20% with the oil-change business alone posting a 58% gain. And just as he’s positioned to relax and reap the rewards of his efforts, Terrance is doing the opposite. Over the coming weeks, Triple Play is applying everything it has learned so far to create an innovative new cross marketing system that leverages technology to build loyalty and drive revenue. Having already done the heavy lifting, Terrance agreed to share some of his insights to bring an already successful car wash to the next level. Below are some excerpts from our conversation.

Analetto: Your sales across every profit center have steadily grown – what are you planning to change and why?

Elder: Why - because there’s an opportunity to get more revenue from this property without increasing labor. I can only speak for my market, but in the Boston area land is expensive and construction is expensive. When I first looked to get into the car wash business, I heard all of the horror stories and felt nervous that I had to rely on the weather to make it work. So, to me, the obvious choice was to build a business that would feed the car wash, and I use gas discounts to make it happen. I opened with a soft 10 cent per gallon gas discount with a car wash. Now it’s 20 cents off Monday through Thursday and 15 cents on the weekend. I did that because I knew I wanted to be at 135,000 washes per year with an average ticket above $10, and that I needed the weekday volume to get there. The extra 5 cent discount during the week had an immediate impact. Volume moved from 250 cars per day to 350, and what’s more, the weekend business wasn’t affected. There’s a lot of emotion with gas prices and when a customer hits “yes” to a car wash, and the pump rolls back 20 cents, they absolutely love it. What’s amazing is that after so many years of conditioning customers to make a minimum gas purchase to get a discount on the car wash, when we first started doing it, I actually had people ask me if there was a minimum gas purchase. I would say no and watch as they pumped one gallon of gas for a ten cent discount on a $12 car wash.

My goal now is that instead of getting an extra $10 dollars from my gas customer for a car wash, I want to get $40. That’s why I’m re-inventing everything to teach my customers to buy in bulk and save. Our average fill-up is only ten gallons. So, in reality, we’re giving a $1.50 to $2.00 discount on the car wash. I could run coupons for $5.00 off a car wash all day long without the impact of the gas discount. The gas discount costs me a fraction of what a coupon on the car wash would, has a greater perceived value for the customer, and I don’t have to pay as much to promote it with direct mail or other advertising.

Analetto: How are you planning to move your customers to such a high purchase?

Elder: I look at it this way – if you’re going to invest thousands of dollars to advertise something, you have to make the offer strong. If you do that, and deliver a real value, you’re going to get new customers, increase sales, and build loyalty. My original goal at the quick-lube was to get to 1,500 cars per month. So we ran online coupons with my local cable company and supermarket register tapes for $12 off a lube and included a free $8 exterior car wash. Giving $20 dollars in value for a $39 oil-change is huge. But in one month we did 1,470 oil-changes with 550 new customers. I spent a lot of time training my workers to get customers into premium oils and other upsells like wiper blades and have been able to hold a $60 ticket. And once you’re averaging over 40 oil-changes per day, it starts to get fun and make some steam. We’re still averaging 400 new customers per month. My new goal is to average 1,800 monthly lubes in the next two years with gross sales the same as my car wash. It’s not as profitable, but it’s a big amount. What we’re working on now is to drive pre-paid car wash sales and express detailing business by reinventing how washes are sold both at the auto attendant and at the pump.

Analetto: By giving away a wash with the lube are you hurting your wash business?

Elder: There’s always a risk that the customer only gets a wash with the lube, but that’s not what we’re seeing.  An oil-change lasts three to four months and customers are often upgrading the free wash and visiting in-between to wash their car. Don’t get me wrong, I also have customers who go into the c-store with the ticket for the free wash trying to get a discount on gas, but that’s the exception. Basically, my competition can’t offer a free car wash so it’s my competitive advantage in this market. It makes the customer feel good and that will always work in your favor.

Analetto: Increasing pre-paid wash and express detailing sales normally means training human greeters. How do you plan on accomplishing this from your auto attendants?

Elder: The technology is there, but you have to make it work for you. Measure what’s working and find creative ways to push it harder. I’ve put service advisors at my gates and instantly lifted detailing services dramatically. But I can’t afford to pay a service advisor to do an inconsistent job of up-selling my customer. I already have effective signs that promote oil-change to detailing customers, car washes to C-store customers, and detailing services to car wash customers – but a sign isn’t the same as telling the person the value of buying more while they’re in the middle of making a purchase, and then asking them to buy it. Even the best trained person can’t match the consistency of an automated attendant. The problem is that my auto attendants aren’t currently programmed to push the up-sell products and services how I’d like, but it’s not because they can’t. My software provider, DRB Systems, has been working with me closely to really maximize the potential of my payment systems, integrated across my whole property. That is what I’m working on right now. By having the multiple name brands on the same property, I have a lot of equity I can leverage.

Analetto: Can you share exactly what changes you’re making?

Elder: Big changes.  It’s almost like re-opening. Last year we sold 65,000 washes from the pump and when customers entered the code at the wash, the machine asked them if they would like to add a $2 tire shine or $3 body protectant. I offered the same thing to customers that bought a wash directly at the auto attendant. It didn’t work. Add-on sales were disappointing. Going forward, depending on the wash they bought at the pump, they’ll be presented with an offer to buy additional washes at a huge discount simply by clicking the “yes” button or decline by selecting “no thanks”. So if they buy our $21 full-serve at the pump, when they enter the code at the auto-attendant, the machine will ask if they’d like to save $8 and buy the next wash for only $13 – a 40% discount. The offer changes depending on what they bought and the graphics are real creative – it’s a lot different than anything I’ve ever seen. The promotions change for someone buying a wash at the auto-attendant to push express detailing and additional washes depending on what they bought. For example if they buy an exterior wash, the next screen asks if they’d like today’s wash for free if they buy three more. And when a customer enters the free wash code from an oil-change, it offers a huge discount if they add an express detail service. I’m excited. The offers are consistent and always appropriate based on what the customer bought, or where they entered my property. A human just can’t do that. I know some operators are doing well selling pre-paid unlimited wash programs. I tried, but it seemed every month I would sign up 40 members and lose 30. For me, discounted gas is my loyalty program. By changing how my auto-attendants work, I’ll reduce the time and labor I was spending on managing the pre-paid membership program and generate more dollars doing it.

Analetto: You partnered with a lot of recognized brands at your site – has the investment paid off?

Elder: Absolutely. It’s not only about appealing to customers, it also helps keep competition from coming in. We can have 1,400 cars going through on a Saturday. That draws the attention of investors looking for a proven market. Recently someone was going to build near us and decided to pull away. I think we have a strong location and solid business model, but the brands make a real difference. I’m not just discounting gas - I’m discounting Exxon-Mobil gas. I don’t just sell coffee, it’s Dunkin Donuts coffee with a drive-thru open 24-hours. My oil-change is branded Valvoline and includes a free car wash. And in our market, Jay’s Deli is a strong regional brand. Someone could build the same business in my market, but they couldn’t easily compete with the brands I’ve partnered with.

Analetto: Having been open nearly three years now, what have you learned that you would you recommend to other operators?

Elder: I believe you have to keep searching for ways to deliver more value to customers. More reasons to visit your property. Measure what works and be willing to stop what doesn’t to try something new. I finally got tired of asking people to buy $2 or $3 extra-services without any results, so I am shifting to stock-up and save discounts. This holiday season when someone buys a car wash, the auto attendant will ask them if they’d like today’s wash free with the purchase of a gift card – yes or no – and I’m investing in the technology to print the gift card for them then and there. I’m changing the whole experience for my customers. I know I have my work cut-out for me to educate them that if they buy in bulk they’ll save, but I never came into this business thinking it would be easy. It can be a grind to build your car wash volume, but it pays off if you keep working it. Take care of the customer and it all comes in time.

Back To School Basics - The Last One to Get to the School is a Rotten Egg

 By: Anthony Analetto
Originally Published in AutoLaundry Magazine

It’s the most wonderful time of the year”. I doubt I’m the only one who recalls the Staples office-supply store TV commercial a few years back depicting a smiling father plunking pencils and notebooks in a shopping cart, as he merrily anticipates sending his kids back to school, while dancing through the aisles to this classic holiday song. Recognized as a crucial period for most retailers, it often seems that few car wash operators specifically target their marketing to take advantage of the season. No, parents and students won’t be stocking up on car washes, but there will be a huge shift in their daily activities and priorities. With a little planning and legwork, there are a lot of opportunities that can help build your car counts during the coming months.

Fundraising

I expect a growing sense of urgency from schools and organizations looking to raise money this school year. Many areas will see decreased property tax revenue related to the housing slump. Fuel prices have spiked so dramatically that more than a few districts will be scrambling just to meet increased operating expenses. Budgets for sports and extra-circular groups will likely be scaled back; sending out veritable armies of students to raise money to sustain their activities with greater need than usual. The community car wash with strong fundraising programs, proactively marketed, stands to become their best friend. Do you have a brochure detailing the various fundraising opportunities you offer? When the band teacher types the word fundraising into a search engine, will they get an advertisement linking them to that page on your website? Have you scheduled appointments with the head of every organization in your community that could benefit from fundraising partnerships with your wash? Albert Einstein once said that “in the middle of difficulty lies opportunity”. Let’s look at some of the opportunities.

First, consider the old standbys. Hosting charity wash days with a percent of the profits going to the organization can both increase traffic and present a great opportunity for media coverage. Another favorite is for kids to sell wash books and keep a part of the profit. More recent fundraising programs leverage technology to improve performance. For washes with newer gated kiosks, it will be increasingly common for these units to have the ability for a customer to enter a code to donate a portion of their payment to a favorite charity. For example, you may negotiate with the local band that every time a customer buys the top package and enters the assigned code, you’ll give the band two dollars. If you don’t have one of these hi-tech kiosks and can stomach a chaotic lack of control, this can also be accomplished with printed and even electronically distributed coupons that you allow to be duplicated. Imagine all the students and parents sending out electronic coupons to friends and relatives across the social networking sites to buy your top package. Picture thousands of potential customers planning a trip to your wash to help the people they love. Grass roots marketing can deliver exciting results, but normally, only the first business in a community to do something new will reap the reward.

Get In Synch with Your Customer

Back to School means your customers drive and behavior patterns are changing. Parents are leaving for work earlier to drop off kids. College students are commuting to or arriving on campus. Summer vacation season has ended with many family vehicles in serious need of interior detailing. Look for small operational changes you can make to better align your wash with these new patterns. Evaluate your hours of operation. Maybe promote an early bird special on a sign promising a discounted wash. Try offering a free cup of coffee to go with an exterior wash where the customer drives through. Distribute free washes to new students at your local university. Promote interior detailing specials. Whatever you do, realize that your customer’s routines are in a state of flux. Failure to give them an incentive to make getting a wash convenient with their new schedule can lead to a slow couple of weeks. Your job is to show them how fast and easy it is to incorporate a car wash into their new schedule.

Have The Rules Changed?

I’ve run washes that every year experienced a drop in volume starting two weeks prior to the start of the school year that could last for several weeks. Student discounts were offered with flyers posted all over campus. Detailing specials were promoted on coupons for customers looking to get there car really cleaned after vacation travel. Despite tremendous effort, these and other promotional efforts seemed to have little impact. Maybe it was that customer’s routines were disrupted and it took a couple of weeks to return to the wash. Maybe budgets were simply too strapped from buying clothes and pencils. I know some operators that have written off this season and use the time to perform site maintenance and renovation to get ready for the winter. So why am I writing about building traffic during back to school? Am I off my rocker? Maybe. But maybe the rules have changed.

There are a lot of things going on in the economy right now with unknown and unpredictable results. No doubt there will be difficult times ahead for some. But I keep coming back to Mr. Einstein’s quote that “in the middle of difficulty lies opportunity”. Maintaining the status quo may not be enough. Businesses that can identify and implement new ideas first are likely to find more success in these uncertain times. I have not yet tried the computer code fundraising program I outlined above, and welcome letters from anyone who has. Will it work? I can’t answer for certain. But I remember when I was in school we had a saying “the last one in is a rotten egg”.

Not Valid With Any Other Offer - Revisiting Your Marketing Plan in a Changing Economy

By: Anthony Analetto
Originally Published in AutoLaundry Magazine

Like most businesses scrambling to keep ahead of our current economy, the only rule that seems consistently true is that everything is changing. Your customers’ needs and the criteria for their choices are changing. Media companies are innovating new ways to reach customers, and in some markets, the cost of traditional advertising is plummeting. When taken together, a savvy car wash operator is presented with an opportunity to increase their market share.

In the words of Winston Churchill, “If you're going through hell, keep going.” Assuming you’re already delivering a clean, dry, shiny car with a reasonable amount of labor, “keep going” means dust off your marketing plan. It means aligning your competitive advantages with what your market desires, and advertising it to them. Here are a couple of ideas to get you started.

Get In Your Customers’ Shoes

Imagine picking up a telephone, randomly dialing a number in your community, and offering some quick reasons to the person whom answered why they should get their car washed at your business today. What would you say? If you were on the other end of the phone listening to your call, would you stop in for a car wash? Some customers may have recently lost their jobs. Others previously secure in their jobs, bonuses, or housing, may now be less certain. It’s unlikely that they are the same consumers they were when you first opened. When analyzing why a customer would choose your business, get in their shoes and evaluate the value proposition you deliver. Your entrepreneurial ability to match the quality and consistency of service, customer experience, and price with what your market desires is the foundation of any business. Dig deep and don’t start with price.  In fact, lately, more operators I know are adjusting their prices up slightly and changing their marketing and service offerings.

Standardize Your Message

Having established the quick reasons why customers in your community would feel compelled to stop at your wash, it’s time to create your tagline. These are those simple messages that you’ll see and think “why didn’t I think of that”? In the car wash industry, I’ve seen some clever examples that shape how a customer will feel, that promise fast service, that guarantee quality, and combinations of all the above. Most importantly, you must consistently and prominently place the tagline on everything you have that the customer will see. Even if you simply list some of your features such as “Clean, Dry, Shiny, Fast - Every Time” on every sign, advertisement, coupon, menu, and business card, you’ll put yourself ahead of an equal competitor who doesn’t.

Incentives and Coupons Work

In the business section of this morning’s newspaper there was an article titled ‘Use of coupons increases sharply this year’. On my desk, a magazine greeted me with the headline ‘Why Coupons Work’. And each day the popularity of coupon promotions is shown by the flood of offers filling my mailbox. It’s not surprising that during an economic downturn consumers are rediscovering the value of shopping with coupons. What does surprise me is when I talk to a car wash operator who hasn’t at least looked into giving consumers a reason to try, and buy, their services with coupons. You might be familiar with using local coupon packs and newspapers, but there are other options for distributing your coupons. Type “postcard marketing service” into any internet search engine and you’ll have offers from hundreds of firms that make sending your promotion as easy as clicking a button. Next, try searching for “e-mail marketing service” and you’ll find so many choices that they seem to be tripping over each other to offer you more features for a lower price.  If you do nothing else, you must do a search for “Google Local Business Center”. This absolutely free service takes only minutes to setup and does not even require that you have a website. What’s more, it has a feature where you can post online coupons for your business that customers can print and redeem at your wash. Imagine placing a coupon for your ongoing Wacky Wednesday right at the top of the page anytime someone in your community searches for a car wash. Even if you don’t use the internet to find local businesses, many of your customers do, and it’s free, so just do it! The other search engines offer similar services and you owe it to yourself to take advantage of them. Need help on creating coupon offers? Visit the International Car Wash Association at www.carwash.org and search couponing. You’ll find information on creating coupons, and while you’re there you can register online to attend the 2010 Car Care World Expo in Las Vegas.

Don’t forget Billboards

Some operators live by billboards. Others have deemed them too expensive for the amount of traffic that they produce. Regardless, you may find that circumstances have changed and their usefulness to you has improved. Contact your billboard sales representative for an updated quote. Some areas are reporting savings of up to 60% compared to a year ago without an extended contract. Savings are of course based on market conditions, but when the price makes sense, a well designed, correctly positioned billboard can really drive traffic to your car wash.

Street Signs

I would rank having a bright, inviting, clean location with a highly visible street sign higher than most other marketing activities at a car wash. Recently I stumbled across the neatest thing. Ask your sign company about updating your lighted wall, monument, or pole sign graphics with new 4-color print vinyl flex face. At a fraction of the cost of traditional plastic faces, it lets you update your sign more frequently so your message doesn’t get lost in the noise. I’m not sure how well they hold up over time but I encourage anyone with a long history of using vinyl sign graphics to please shoot me an e-mail with their experience.

Broadcast Media

Radio and cable television can be highly effective, but are often costly and hard to track. Most success stories I have heard come from operators with multiple locations and a recognized brand in a specific market. Regardless, while preparing your marketing plan you definitely want to evaluate these media. Like billboards, in some markets prices have dropped recently, making broadcast media more accessible than ever before.

Get Creative

Whether it be holiday decorations, a person waving a sign out front, or agreements with other local businesses to promote each others’ services, effective marketing is about getting the right message in front of the right customer at the right time. It’s not about spending large amounts of money. One car wash owner I know increased his car count 55% in one year with a lavish budget that included cable television, coupon mailers, and more. All of his advertising contributed to his success, but the one thing he felt was most successful was printing 30,000 post it notes with a clever promotion that he adhered to cars in parking lots near his wash. If you’re willing to get creative, you’ll discover effective marketing doesn’t have to break the bank.

Summary
With all the hard work it takes to deliver a perfectly clean car and manage your staff, it’s sometimes hard to accept that it’s only one small part of the job. People in the industry have been talking for years that the days of “build it and they will come” were dying, and the current recession has made it official. Navigating this difficult economy demands creating a unique customer experience, communicating it effectively, and cultivating loyal customers based upon it. When the sun shines, there are cars to be washed. The reality however is that your Marketing Plan will be as important as your service offering, if the customer is to choose your business on that first sunny day.

Put People First - Success Will Follow

By: Anthony Analetto
Originally Published in AutoLaundry Magazine

 Talk to Scott Blackstock, owner of Tidal Wave Car Washes, for just a few minutes and you’ll leave the conversation with a feeling that having a crew of enthusiastic and skilled employees is an easy to achieve, every day occurrence at a car wash. Having built his first 4 plus 2 in 2000 and first express exterior tunnel in November 2004, Tidal Wave currently operates 10 washes in 3 states with 2 more under construction, and 2 more properties under contract.  Scott employs approximately 70 people in the car wash side of his business but also has investments in quick lube, and self-storage locations that have influenced his approach to training employees for success.

Last month, Scott was kind enough to share some of his insights on maximizing the performance of his team. I’ve included a few excerpts from the conversation below.

ANALETTO: You’ve opened 6 washes in the last 12 months alone. With all that growth, how have you stayed on top of training your employees?

BLACKSTOCK, OWNER – TIDAL WAVE CAR WASHES: Staff training is one of our highest priorities, but I’ll be the first to admit that I’m not in the training business. While I focus on producing the best wash I can and on bringing in new customers; I recognize that training my employees to be competent, courteous, and enthusiastic is equally important. In my opinion, every company must have a separate training department. Tidal Wave isn’t big enough to justify that kind of investment right now so I outsource this function to a professional training company.

I was in the quick-lube business many years before building my first car wash. In that industry there are several sources that offer excellent programs to train your staff. The employees and my business always got an awful lot out of it – way more than what I spent. Being able to take a week to focus on training, away from daily distractions, is about more than just learning how to do a job. It’s truly wonderful for morale. Many of the people I hire have never been at a company that has invested in their knowledge and training. You read all these studies on how dramatic the return on training dollars is, and it’s scary how bad corporate America sometimes seems to be at taking advantage of it. There are a lot of employees who want to do a good job but don’t get the tools. When I put a new hire on a plane to spend a week at a training center, I’m telling that person how important they are to me. They come back with key ideas and know they are empowered to implement change to grow the business. They take it more seriously.

ANALETTO: Do you believe that it is cost effective to outsource your training?

BLACKSTOCK: Absolutely. Like I said, you have to have a training department, either your own or someone else’s. I used to be very involved in the tire change industry and owned several locations. Similar to how car washing used to be, there were really no outsourced training companies serving the industry like you find in quick-lube or automotive service. I had to invest a lot of time and money to create my own department. I remember presenting at an event where another tire change owner asked me “Doesn’t it make you furious to spend a lot of time and money training people and they leave?” to which I answered “Not nearly as mad as the only other alternative, which is where I don’t train them and they don’t leave.”

If you’re a single location or a growing chain like us, you’re so busy keeping open and working to get customers – if you don’t outsource training it won’t get done. Training is a line item on my P&L statement. If that ever goes to zero I know I have a problem.

The more I invest in training, the more my costs and turnover go down. High turnover forces me to pay overtime and increase head count to cover daily tasks while new hires learn what to do. Training also helps me reduce maintenance, downtime, service claims, and positively impacts customer retention. When you look at that training line item expense, realize you’ll get it back several times over. It plays a role in reducing other expenses and potentially raises revenue - you’ve got to factor that into your P&L.

ANALETTO: Do you send every employee out for training?

BLACKSTOCK: No. We have strong internal training procedures and manuals that address nearly every “what if” scenario that can happen at a car wash. This covers everything from customer role play and interaction, to how to reset wraps and take a car out of the stack. This training is usually sufficient for attendants and even assistant managers. Location managers on the other hand, are required to spend 1 week studying operational management and possibly another 2 weeks for equipment maintenance and repair training depending on their experience level. We’ll often send other key staff members for training that have demonstrated an ability to move up in our company.

ANALETTO: You mentioned equipment maintenance and repair training. Are these activities your managers focus on?

BLACKSTOCK: Not really. I want my managers to focus on running the business and improving customer service. At the same time, when a manager returns after a week of studying how to maintain equipment and develop a comprehensive preventive maintenance (PM) program, they have an understanding of the importance of these tasks being completed. Although our equipment supplier performs PM, this training helps our manager alert them to potential problems and make sure daily tasks are completed with a sense of urgency. Having basic repair skills, they have a much better chance of fixing problems quickly during an emergency.  In several cases I’ve been able to continue washing cars instead of shutting down for the three hours while we sometimes have to wait for a service tech to arrive. 

ANALETTO: Do you look for employees that have previous car wash experience?

BLACKSTOCK: Absolutely not. I look for attitude. I have hired people with car wash experience that have worked out. I’ve also hired some where it was too hard to un-train habits that didn’t fit our culture. I try to find people with a record of integrity that includes a history of staying with a job, a record of success, and I check references to make sure they would hire the person back. Most important are character traits that demonstrate a good work ethic. If they have the right attitude I can get them the skill set.

ANALETTO: Where do you find your best candidates to hire?

BLACKSTOCK: There’s not really a single source, it’s more of a non stop talent search. Our entire management team is constantly looking for sharp individuals. We then make a pitch to get them on our team. Most candidates come from personal interaction. It may be a really helpful person at a home improvement store or a sharp individual at a fast food restaurant. More recently, most of our new hires come from internal referrals. Our existing employees are happy with what they’re getting and have a friend, brother, cousin, etc, who would like to get into this business. To me, this is a sign we have a good team.

ANALETTO: Once your managers return from training, what do you do to maintain the enthusiasm and skills they have learned?

BLACKSTOCK: I mentioned before the manuals and internal procedures we’ve assembled, but they don’t do much to maintain enthusiasm once the training buzz wears off. The one thing that I would recommend is that whenever you can do it, send multiple employees together.  It’s a good team building and bonding experience and I’ll normally send 2 to 3 employees at a time. When they get back, they’ll call each other with problems or to share things that have worked. If you’re debating and can do it, send 2 or 3 to the same class, sit back and be amazed at what comes out of it.

Get In Control - Balancing Production and Conveyor Speed

By: Anthony Analetto
Originally Published in AutoLaundry Magazine

There is wisdom in admitting we don’t always know what we don’t know. Visiting three completely different car washes last weekend, one of which I partially own, really highlighted this for me. The problem is that not knowing what you don’t know can wreak havoc on your operation’s profitability. Forget about the implications related to marketing and customer service; I’m talking about something more fundamental, setting your conveyor speed.

Do you know the optimal conveyor speed for your wash? Are you certain your conveyor is operating at that precise speed? Read on, you’ll be amazed at how much of what you don’t know could be costing you.

Stop 1: 135-foot Express Exterior

At the grand opening of this newly constructed wash, cars were perfect. Two months later there were spots. Designed with a state-of-the art equipment package, this tunnel was rated for a peak conveyor speed in excess of 150 cars per hour (CPH) to accommodate an anticipated peak hourly volume calculated 5 years into the future. Having just opened, volume was significantly less and the conveyor speed was set at 125 CPH. The conveyor speed setting was based on the readout from a remote pulse switch. 

The operator had spent days analyzing water quality, reclaim filtration, detergent dilutions, high pressure placement, and more. Unfortunately, he was working from a flawed base. Nobody, myself included, thought about the sensitivity of electronic components. Having gone through a particularly unlucky bout of severe weather that included lightning strikes, blown transformers, and more, the wash seemed fine. It turned out that the remote pulse switch was actually damaged. On a hunch a car was timed going through the tunnel. In 15 seconds it traveled 13 feet 8 inches, indicating an actual speed of 164 CPH, 39 more than the pulse unit showed. Even worse, the conveyor was slowed to 125 from 140 the previous day in an attempt to address the spotting issue. Following the math, when the pulse switch indicated 140, the conveyor was really traveling at 184 CPH.

What a difference. With the conveyor speed set correctly, application and brush speeds recalibrated, the spotting stopped. The operator was able to reduce the amount of detergent being applied with no decrease in wash quality. Best of all, at the correct chain speed he turned off some high pressure components on the base exterior package and still delivered an amazing wash while reducing his costs.

Stop 2: 60-foot In-Bay Automatic Exterior Tunnel Conversion

On the way to my final stop I was in the neighborhood of a former In-Bay Automatic location that recently converted to a 60-foot express tunnel. It was a neat project in a southern climate where the owner was able to start the conveyor 10 feet before and extend 5 feet past the exit of the existing building to reduce construction costs. Running at a 50 car per hour chain speed, cars were immaculate. Customers were happy and volume was building, but there was one opportunity for improvement. At the slow chain speed there was a delay at the end of the tunnel, causing customers to sit motionless waiting for the safety roller to push the car off the conveyor. Some customers drove away too early, others looked around nervously wondering what to do. Neither situation promotes a safe environment. The conveyor was then set at 75 CPH. Instantly, traffic flow became more fluid and wash quality did not deteriorate. Although the operator may need to slow conveyor speed during seasonal conditions demanding more detergent dwell time and brush contact, his optimal conveyor speed is 75 CPH.

Stop 3: 120-foot Full Serve Tunnel

My final destination was a 120-foot full-serve wash. I was here to evaluate the equipment package at the request of a colleague interested in purchasing the location. Chain speed was at 125 CPH but there was an insufficient amount and type of equipment to wash a car at that speed. To compensate for the problem, attendants pre-washed the car prior to it entering the conveyor. This bottleneck wasn’t only expensive, it disrupted production. Although the conveyor shot cars through at 120 CPH, they didn’t enter at that speed, making it counterproductive to run that quickly.  The owner was not available to test changes, but I estimated for my colleague that at an 80 CPH chain speed with proper detergent application, the equipment in place could produce a clean, dry, shiny car. Slowing conveyor speed and adjusting equipment is almost always preferable to adding labor to solve wash problems. There is little sense in running cars through a tunnel faster than a team of pre-wash attendants can process the car in the first place.

Summary

There really is no perfect rule-of-thumb for how fast to run cars through your tunnel. Using the 1 car per hour per foot of conveyor length is a useful tool for planning. It does not account for the type, condition, and quantity of the equipment in you tunnel. It does not account for different climates and road grime variables. It ignores detergent type and amount, as well as operator skill, in tuning equipment performance. Conveyor speed sets the tempo of a car wash. Controlling it in relation to your wash format and environmental conditions will positively impact your bottom line. Balancing what you have and finding your optimal settings sets a rhythm that will improve the efficiency of your operation. Don’t forget that things have a tendency to change over time, creating those unknown unknowns. Daily changes in staff, training, equipment conditions, and water quality all contribute to a gradual mismatch of optimal conveyor speed to what you are running. Some operators change conveyor speed daily. For those with a “set it and leave it” approach, schedule a periodic review of your optimal conveyor speed. The success of your wash may depend on it.

The Spin on Cleaning Side Vehicle Surfaces

 By: Anthony Analetto
Originally Published in AutoLaundry Magazine

Like most things in life there’s more to it than meets the eye – cleaning the side of a vehicle is certainly no exception. Different brushes rotate in different directions at different speeds at different angles, for different reasons. Some are obvious, such as the fact that tire brushes rotate toward the ground to prevent throwing debris onto painted surfaces. The problem is that I’ve seen botched equipment installations where brushes have rotated in the wrong direction undetected. It reminds me of a grade school teacher I had who once asked the class “what color is the chair you’re sitting on”. Very few could answer with confidence. Unfortunately, in a car wash, the first assumption will often be that the equipment is inadequate for the chain speed or road grime conditions. Many operators will then resort to costly manual labor to prep vehicles. Before you run out to check the rotation of all the brushes in your wash, take a minute to read through to the end of this article. Side surfaces don’t get nearly the amount of attention we give to getting wheels and front grills clean, but present many challenges that I’ll review below.

Wrap-Around Washers Are Not Enough

It is nearly impossible to clean a car in a tunnel wash without at least one set of wrap-around washers. Every wash should have at least one set installed. At the same time, they inherently can not deliver enough cleaning performance to be the only wash action to clean side surfaces. Unlike side washers, wraps rotate with the vehicle, allowing them to “walk” smoothly off the front of the car and down the sides before crossing back to clean the back. While they do clean side surfaces, their true claim to fame is an unparalleled ability to wash the front and back of a car or truck. By “walking” down the side, wraps are very safe, but much of the cleaning energy is lost by the simple fact that the vehicle is moving in the same direction as the wash material. This effect is greatly exaggerated as conveyor speed increases making it difficult for any wrap to consistently clean all side surfaces – especially lower rocker panels. There are thousands of different vehicle profiles. Even if your wraps by themselves appear to be cleaning all side surfaces, it is inevitable that a drastically angled rocker panel will be missed. As important as they are, wrap-around washers absolutely can not clean the rear wheel well of every car that will enter your wash.

Anatomy of a side washer

Unlike wraps, side washers rotate against the direction vehicle travel. Contact time will still be reduced as conveyor speed increases, but not as dramatically as a wrap around. For this reason every wash should have at least one set of side washers for consistent results.

Side washers are available with either electric or hydraulic motors mounted on the top or bottom of the hub. Some operators prefer the motor mounted at the top for ease of maintenance. Bottom mounted motors offer greater installation flexibility and shorter brushes can often be mounted underneath a mitter curtain, an important consideration for operators looking to increase wash performance without major construction. Another advantage of this design is that the motor is hidden so that customers only see soft materials near their car, not the mechanics of what’s powering it.

How Many – How High – What Angle

In the face of changing weather and new vehicle designs, there is one thing a car wash operator can safely predict – the bottom of the car is consistently dirty. Yes, there are still differences caused by tire tread designs and splash guards, but in our business, this is about as close as we get to a sure thing. With that said, when addressing side cleaning it’s best to work from the bottom up.

If you only have room for one side washer, use it to concentrate cleaning on the lower rocker panel with a short brush – normally 18 to 28 inches. This brush will often be slightly angled to accommodate a wider range of lower body types and feature a tapered wash material for maximum penetration. Ideally this short brush will be placed early in the wash process immediately following detergent and CTA applications. When properly lubricated with foamed detergent, more and more operators are having success with crushed feather tip bristle brushes spun at a higher RPM on lower rocker panels. Yes, bristle, the material practically banned from car washing for decades. No one ever questioned its ability to clean and when used with a proper lubricating detergent it delivers spectacular results – fast and safe. Flat soft cloth materials also work excellent on lower surfaces with a proven track record of reliable performance.

A single set of wrap-around washers and a single set of rocker panel washers will meet side surface cleaning needs for most car washes running a chain speed less than 80 cars per hour. Additional performance can be found by introducing different wash media such as closed cell foam or high loft tufted wash material on the wraps. Except during extreme weather conditions involving snow, ice, or mud, it is unnecessary and costly to pre-wash vehicles with high-pressure before entering the first friction wash cycle. Regions with these characteristics will want to examine a supplemental application and pre-cleaning process. Prior to entering the foaming pre-soak applicator arch or system, vehicles should be cleaned with a high-pressure wash system emphasizing wheel wells and lower surfaces. It is imperative that the water is infused with an alkaline detergent that matches the PH of the first detergent application. This will prevent excessive dilution of the first pre-soak application which otherwise could disrupt the wash quality.

High Volume Locations

In my opinion, all hybrid washes need at least one set of wrap-arounds and a short rocker panel brush concentrating on low vehicle surfaces. The question is where you go from there once chain speed increases above 80 cars per hour. The answer is – it depends. Once you move above the bottom 10 inches where cars are consistently dirty, you introduce numerous variables that influence equipment selection. Understand, that as you increase the speed that a vehicle travels through the tunnel, you must add additional wash components since each one will have less contact time with the vehicles surface.

Difficult Conditions

Locations with heavy mud, snow, or other road grime usually related to periods of high precipitation will want to add an additional tall side washer. Different wash materials and detergents work better in certain situations, but all demand more equipment to clean the side of the vehicle. How tall the brush needs to be is related to the average vehicle height in your market and other equipment in the wash that may overlap to clean top side surfaces. Typically, a brush of approximately 50 inches will accommodate the widest range of vehicles and standard SUVs. Markets with a significant number of vans and large SUVs will want to consider a taller hub of 60 or more inches, and some urban markets can get away with a shorter brush, commonly 35 inches. Avoid automatically adding the largest side washer you can find. It is not only more expensive up-front, but increases the cost of your replacement cloth and the heavier hub can put some additional strain on replaceable bearings and other components. 

Good Conditions

Some operators are fortunate enough to be located in geographic regions without any of the difficult conditions that warrant a high side washer rotating at the vehicle for maximum cleaning. Still in need of supplemental side cleaning as chain speed increases, these tunnels can consider adding a second set of wrap-arounds in-lieu of a tall brush. Although not as effective on top side surfaces, if conditions dictate that they are sufficient, you’ll get the added benefit of a second pass at cleaning front and rear surfaces.

High Pressure

Sides are no different than any vehicle surface. Whenever possible, you want to incorporate a hybrid wash process that uses a combination of chemistry, friction wash, and touch-free high pressure for optimal results.

A good high pressure wheel cleaning system will provide some cleaning to side surfaces but this is often not enough. Many pivot or track the wheel for increased contact time. Although great for getting a clean wheel, they become ineffective for side cleaning. Washes with faster chain speeds or difficult road grime behind the wheel wells will want to consider adding a dedicated high pressure blaster that oscillates, sized for the conveyor speed, after the first friction wash for supplemental cleaning.

Mirrors

A dirty mirror will stick out like a sore thumb and destroy a customer’s satisfaction with an otherwise great wash. Wrap-arounds work well for cleaning mirror glass, especially when outfitted with foam or tufted wash materials. The opposite rotation of a tall side washer works well to clean the outside of the mirror, making them a must for nearly any wash in an area with a heavy bug season. Adding a supplemental high-pressure blaster focused directly at mirrors is becoming increasingly popular. These blasters not only clean, but do an excellent job flushing any residual foam from behind the mirror – a great benefit for any wash offering triple foam conditioner.

Summary

There’s a lot involved with getting the side of the vehicle clean. Resorting to manual labor even during the worst weather conditions should be avoided at all costs. If you’re struggling to get the sides clean, evaluate the correct performance, type, and placement of your equipment. Consider using different wash media. Have your detergent supplier recommend different products better suited to loosen the road grime you’re trying to remove. Whenever possible invite others to help identify solutions. As operators, too often, we’re so close to our wash that we assume we know everything about it. I can illustrate this from personal experience. I recently installed a beautiful flashing sign next to my triple foam applicators to promote the service. I positioned it just right. I installed the bulbs myself. It wasn’t until the spouse of a friend going through the wash asked me “what’s Polshing” that I realized it’s always good to get a second opinion.

Front Wheel Pull Where It Fits In

By: Anthony Analetto
Originally Published in AutoLaundry Magazine

Is it better for the conveyor to pull the front wheel of the car through the conveyor, or load it first and push from the back wheel? There are strong advocates for both approaches and I don’t want to start trouble by saying one is better than the other. Rather, several factors have changed in car washing that warrant an open mind to select either option under the right set of conditions. In today’s real estate market, many operators are trying to get more cleaning on a smaller property. In other areas, operators are trying to fit more equipment into shorter tunnels to eliminate prepping and labor expense. Most discussions often center upon application technologies, chemistry, wash materials, and hybrid combinations of friction and high pressure cleaning. Today, I want to talk about something even more fundamental, the conveyor itself.

The History

I’m not a car wash historian, but I can still recall some of the first conveyors used in the car wash industry. They’re easy to recall because only last year I was involved in a remodel that replaced an old hook and chain model still in use. For anyone not familiar with the technology, it’s exactly how it sounds; a hook was placed on the front bumper and connected to a moving chain that dragged the car through the wash. The next models I can remember were the all roller up double chain conveyors that caught the front wheel and pulled the car through the wash. These were particularly dangerous in that it was not uncommon for cars to jump the conveyor. Often, the electric drive would allow the conveyor to continue for several feet after the stop button was pushed making the problem even worse. Fortunately, these technologies are a distant memory for most of us. The advents of the over/under, roller-on-demand conveyor and computer controlled automatic roller up systems available have changed everything. Today, it’s expected that a conveyor will bring a car safely through the wash. Most considerations when evaluating different brands relate to durability, lifespan, reliability, and ease of maintenance. The one choice that remains is not actually about the conveyor itself, but rather how it is configured. Do you want it to push the rear wheel or pull the front? This is a debate that I anticipate will become more heated in the next couple of years.

Conveyor Technology 101

Some of you may have chuckled while remembering the old hook and chain conveyors, but there was valid logic to them. By pulling the front of the bumper the car went straight through the tunnel no matter what. As soon as you push or pull the wheel on one side of the vehicle, you now have to deal with differing tire width, alignment, and concrete pitting issues that try to pull wheels out of the conveyor. Even in the last few years, conveyor widths have increased several inches to accommodate wider tires. Now, the 12 inch wide conveyors that will fit the P265 tires on a Chevy Silverado Truck unavoidably leave the P195 tires on a new Chevy Cobalt with more space than desired. The last reality is that the chain pulls the center of the roller down the conveyor leaving the potential for it to angle slightly with smaller tire sizes that can track the car to the outside rail, increasing the potential to jump. Unfortunately there is no such thing as a free lunch. Using two chains to pull both sides of the roller introduces the fact that metal stretches unevenly and more often than not, without constant maintenance, the roller will only find itself on a permanent angle disrupting every vehicles track. Wide conveyor belts that move the entire vehicle in a parked state through the tunnel solve the problem, but unfortunately create several new ones. With the wheel no longer rolling, you loose the ability to bring all parts of the wheel and tire outside the fender and past CTAs, brushes, and dressing applicators. It’s difficult enough to clean wheels online when you can roll them by low profile cleaning actions. Getting automated equipment under the fender to clean is impossible. That leaves us with the over/under roller-on-demand single chain conveyor as the leading contender for car washing – at least for now! Now back to the question at hand; is it better to pull the front wheel or push the back.

Rear Wheel Push

Pushing a car from the back wheel didn’t exist before the introduction of roller-on-demand conveyors. Before it, attendants drove on between rollers and jumped out before it grabbed the front wheel. The ability to fire a roller on demand allowed an operator to drive the car completely onto the conveyor and fire a roller to push it through. This was not a trivial change. Completely loading the car improved safety at the wash. Operators no longer needed attendants skilled enough to time loading between rollers. Employees at a full serve are forced to carefully and accurately load the vehicles completely before getting out.

To understand the last advantage of pushing the rear wheel, I’ve included several diagrams. Ideally, the tire will ride against the inside rail of the conveyor, with an outside rail, usually covered in plastic, in place as a precaution to keep a wandering car on track. Pushing the rear driver’s side wheel naturally guides the car towards the outside rail which is easier to control. Elevating the conveyor by 1 1/2in at a very slight incline towards the exit keeps the car rolling smoothly with slight pressure against the inside rail, securely against the roller.

The cost for the increased safety of the rear wheel push configuration is the 18 feet of additional conveyor length it requires. For years, many full serve washes manually prepped or vacuumed cars in the first 18 feet anyway. The additional expense for a longer conveyor was easily offset by the increased safety. That has changed. Most express-exterior and flex-serve locations have eliminated prep labor and are eager to get back those 18 feet, more often because of high land and building cost than the additional conveyor expense. Simultaneously, many full-serve locations are hungry to switch to automated equipment to replace manual prep. Changing to front wheel pull would give back 18 feet of conveyor for wash equipment to substitute labor without any major construction. Although I’m still a strong proponent for pushing the rear wheel, I have to admit, the value of those 18 feet warrant some serious consideration.

Front Wheel Pull

Pulling the front wheel does give you back 18 feet on your tunnel, but it’s not without drawbacks. First, the car pulls toward the inside rail. Although this is where you want it to be, inconsistencies in vehicle alignment and floor abnormalities on the passenger side wheel can exaggerate the track to the point a car may climb out of the conveyor. To counteract this, the conveyor is installed approximately 1 inch below the floor surface to lessen the pull towards the inside rail. Inherently, issues happen when controlling the track across varying tire sizes and wheel alignment conditions. Installing either smooth stainless steel slip plates down the passenger side of the conveyor, or ridged steel rails, help eliminate the problem of the floor or poor alignment destroying a straight track. One of those methods should be incorporated with any front-wheel pull installation as a precaution to avoid costly mishaps.

Summary

When space permits, I personally believe rear wheel push delivers straighter tracking. With that said, the number one priority of a car wash is to deliver a clean, dry, shiny car. If push comes to shove, front-wheel pull can be done safely with careful installation and supplemental aids to track the passenger wheel straight through the tunnel. If unanticipated zoning changes on a new site reduce the available land to build a conveyor long enough to process the projected car count, front wheel pull is a viable option. For existing locations looking to add equipment to either eliminate prep labor or increase throughput, converting to front wheel pull can be like adding an 18 foot tunnel extension. Needless to say, I expect changes in technology, land prices, and the desire to put conveyorized washes on smaller footprints, to bring this debate to the forefront of industry discussions.