Southwest Car Wash Association -Advantage- 3rd Quarter 2016 by Southwest Car Wash Association ADVANTAGE

ADVANTAGE 2016 Convention & Car Wash EXPO February 28 - March 1 Arlington Convention Center

Publication of the Southwest Car Wash Association

Third Quarter 2016

SCWA Car Wash Tour Next Stop | Austin, Texas Marriott North | October 20, 2016 Register at www.swcarwash.org

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PRESIDENT’S MESSAGE SCWA has been – “On the Road Again” in Kansas City. More than 100 car wash owners and suppliers came together for the most recent edition of the SCWA Car Wash Tour and round table discussions. The Kansas tour was a great opportunity to meet new members of the car wash community and visit outstanding Dave Swenson car wash locations. Thanks to SCWA President everyone who attended and who shared their car wash locations. Plus a big thanks to our sponsors! You may want to check out the pictures from the event on pages 26 and 27. As I enjoyed the tour – I was reminded how important “community” is in our car wash industry. We all have a basic need to connect and build networks of friends with similar interests and goals. Associations like SCWA are the perfect avenue to help us build these networks and relationships. As the business landscape and the car wash dynamics continue to change it is critical we do not fall into a rut but instead work to expand our community. In fact we should never stop expanding our network. Many people have had a lifetime to develop a community, but can sometimes become set in their ways, retaining a small group of friends. There is a mindset of contentment in people’s current social situation that makes accepting new members seem unnecessary. This makes joining and developing professional connections through associations even more essential. Associations, like SCWA, make you go outside your comfort zone and seek new relationships. Community is a valuable tool for all of us in the car wash industry as we seek to grow and be more successful in our businesses. No one regrets meeting like-minded professionals that will help speed up your business path. Even if you have been in the industry for years (like me), an association can be a way to get inspired again and see what creative ideas others have to share. Associations, like SCWA, are also the center for our continued learning. Education is a shared experience that bonds people. As we saw in our Kansas round tables and tour – our association network provides the learning opportunity and aids in the creation of opportunities for all of us who wish to grow personally and professionally. Learning through an association is not a series of tasks and assignments but rather an experience available at members’ convenience to be shared with colleagues. Creating a communal learning experience full of peer dialogue is one of the ways an association can help bind its members together into a community. They can also

take their experience onto the Internet and give busy professionals access to a great e-learning experience. The SCWA network brings many resources to our members including one of the most popular – the SCWA Mentors Council. This is a group of “seasoned” car wash owners who voluntary their time to provide a one – on – one connection with ideas, help, counsel or just a personal sounding board for our members. Maybe the best part about associations is that you decide what you want to get out of them. What you do; how wide you build your community and how active you are in SCWA is up to you. But just know the opportunities are here for you. Mark Your Calendars Now:

AUSTIN CAR WASH TOUR OCTOBER 20, 2016

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INDUSTRY BRIEFS Tucson, Arizona - Mister Car Wash has entered the state of Mississippi with its acquisition of seven Venture Car Wash locations on April 13, according to a press release. Venture opened its first carwash in Ridgeland in 2003, stated the release, later adding two locations in Jackson as well as stores in Brandon, Clinton, Flowood and Meridian by 2013. This acquisition represents Mister Car Wash’s 20th state and 29th market. “From day one of working with the Venture team, it was clear we share a similar vision to offer the best customer experience and career opportunities,” said Casey Lindsay, director of acquisitions for Mister Car Wash, in the release. “We are proud to bring the Mister Car Wash experience to central Mississippi, marking another key milestone as we continue to expand our operations across the United States.” With this new seven-site acquisition, Mister Car Wash now operates 172 carwashes and 32 express lubes in 20 states. Mister Car Wash has completed the acquisition of a Sweetwater Carwash located near the intersection of Florida’s Turnpike and 429 West of Orlando, according to a press release. Mister Car Wash plans to operate its newest addition as a flex-serve location. 3

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ADVANTAGE The new site will offer express wash packages with free vacuums, continued the release, in addition to full-serve packages and Unlimited Wash Club plans. “The Florida market has embraced Mister Car Wash, and we’re excited to add our 15th location as we continue to build-out our brand in the Tampa-Orlando corridor,” said Casey Lindsay. The carwash chain provides training, benefits and career opportunities to more than 7,000 employees. Fayetteville, Arkansas - In Northwest Arkansas, any water entering into a storm drain inlet goes directly to a stream or a creek without treatment, according to a press release. Home/outdoor carwashing could result in large amounts of hydrocarbons, dirt, metals and nutrients entering waterways, reported the release, whereas water used at commercial carwashes is sent to treatment plants which keeps these pollutants out of the waterways. To raise awareness on the importance of water quality, informed the release, Jane Maginot, extension urban stormwater educator for the University of Arkansas System Division of Agriculture, created the #GoGreenDriveClean campaign starting with a sweepstakes to win free carwashes. To be entered in the sweepstakes and to help raise awareness of the importance of protecting waterways, stated the release, people can take selfies while washing their cars at a commercial carwash, and then post the pictures on Twitter, Instagram or Facebook @NWAUpstreamArt. They then can tag the picture using #GoGreenDriveClean for a chance to win before May 31. For those car owners who are not into selfies, added the release, they can answer the Facebook poll on clean water at the NWAUpstreamArt page for a chance to win.

“Water volumes used during an average home wash can easily exceed 100 gallons,” -Ed Colvard Boomerang Carwash has made investing in water quality and quantity a priority for its company, continued the release, and the carwash was “a natural sponsor for the sweepstakes.” The carwash chain will donate one grand prize of free carwashes for a year, informed the release, and 15 additional winners will each receive a $100 gift card to Boomerang Carwash facilities. “Boomerang invests in three key water treatment processes to use less than 30 gallons of freshwater per car.”

Grimes, Iowa - Ryko Solutions Inc. announced it has changed its name to National Carwash Solutions, or NCS, which first debuted at the recently held The Car Wash Show™ 2016 in Nashville, according to a press release. The Ryko, MacNeil and CleanTouch brands will now begin to operate under the NCS brand, stated the release, providing a clear delineation between the brands and the parent company. Rebranding as NCS allows the company to “seamlessly expand its brand portfolio through organic growth and future acquisitions.” The NCS family is now better positioned to serve multiple customer segments under one parent brand, continued the release, which “leaves little room for interpretation or confusion.” “Since 1973, Ryko Solutions has provided industryleading carwash equipment and chemicals paired with unparalleled customer service,” said Mike Gillen, CEO of NCS, in the release.

“We are still committed to those same principles, but operating under the National Carwash Solutions brand, we are able to control our messaging and outputs in a more linear manner and erase any brand confusion within the marketplace.” Current customers of Ryko, MacNeil and CleanTouch will continue to work with the individual brands like always, stated the release, with the only difference being that the three brands now fall under the umbrella of NCS. NCS launched a new website which incorporates all brands, however each individual brand will continue to operate their existing websites. Greeley, Colorado - Greg Bomgaars, who owns a carwash in Denver, discovered a great opportunity to launch a carwash in Greeley when visiting a friend in the area to watch a football game, according to the Greeley Tribune. He decided a carwash was a smart investment for the city when he stopped at King Soopers for a quick bite and wanted to wash his car but King Soopers was too busy, and Bomgaars couldn’t find a carwash close by. Bomgaars then discussed the carwash idea with his friend, and resident of Greeley, Eric Stoffel. Earlier this Spring, Wash N Gloss opened on 10th Street. Bomgaars launched the carwash with the help of his friends and business partners. Jen Trimble, another Greeley native, worked with Bomgaars, Rexanne Kohler and Rick Masterson, and the four investors brought in their friend Stoffel to manage the carwash. Wash N Gloss features a 160-foot tunnel, which the carwash’s founders/operators believe is the longest tunnel in Greeley. 5

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SCWA CAR WASH TOUR & ROUND TABLE Austin, Texas • October 20, 2016

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SCWA Car Wash Tour & Regional Round Table

ADVANTAGE “Generally what that means is: The longer the tunnel, the more you can do to the car as far as cleaning and drying it,” stated Stoffel. The business also features an automated polish tunnel, which is the first of its kind in the area. “The polish tunnel was actually designed and developed in Europe.” said Bomgaars. “They’ve brought that technology to the United States. There’s another polish tunnel in Knoxville, Tennessee, and little Greeley, Colorado, has number two, which is unique.” Stoffel explained that Wash N Gloss can wash, polish or detail a vast range of vehicles, which as motorcycles, trailers, RVs and boats; and prices range from $6 for an express carwash to $20 for he Platinum Polish package. With the carwash’s unique services and ideal location, Stoffel is looking forward to seeing what’s in store for the business. “We’re just a little ma-and-pa carwash,” he asserted. “We’re just trying to keep Greeley clean.” Wichita Falls, Texas - All American Car Wash and Car Care Center, based in Wichita Falls, has expanded into Oklahoma with it’s recent purchase of a local carwash in Lawton, according to KSWO. Larry Ayres, President of All American, recently announced the purchase of Luis Car Wash, which will operate under the name All American Super Car Wash. “We are pleased to provide our experience and service to the Lawton area, and we look forward to serving the residents of the Lawton community,” said Ayres. “This carwash met our strict requirements and offers us the opportunity to expand our services to the residents of his area.” The family-owned car care business has two locations in Wichita Falls with plans to open a third location later this year. After 18 years in operation, the carwash company is now expanding into Oklahoma. The Lawton location will be open Monday through Saturday from 8 a.m. to 8 p.m. and form noon to 6 p.m. on Sunday. Jonesboro, Arkansas - Zips Car Wash announced it has acquired seven express, exterior carwash locations, according to a press release. The acquired Arland Car Wash sites are located in the Knoxville, Tennessee, market. “We are extremely excited to strengthen our brand in the Knoxville, Tennessee, market,” said Brett Overman, chairman of Zips Car Wash. “We are acquiring excellent carwash operations, and we look forward to serving the Knoxville area the Zips way.”

Following this recent acquisition, reported the release, Zips Car Wash will now operate 23 locations in seven states. The carwash chain offers the Unlimited Membership Program to its customers so they can “experience the benefits of frequent carwashing for one low monthly fee,” and the program will also be offered at the new Knoxville locations. Zips Car Wash also offers four levels of three-minute wash packages, informed the release, and free selfserve vacuums at all of its locations. 5 Ways To Motivate Millennials - Featured in a Denver Business Journal article titled , ”5 ways managers can keep millennials happy and Working hard.” contributor Caitlin Hendee discuss how businesses can successfully manage this generation of workers. Nigel Dessau, chief marketing officer of Stratus Technologies, explains in the article that millennials are different than previous generations. Here are five ways businesses can keep millennials on task and happy, according to Hendee’s article. 1. Don’t confuse your motivations with theirs. Dessau states in the article that you must be willing to learn the values of millennials if you want to hire and retain them. Millennials are often

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more interested in things such as corporate responsibility than salary. Don’t assume they aren’t working if you can’t see them. Be flexible Dessau notes in the article that this generation often doesn’t work a typical 9 a.m. to 5 p.m. workday. Allow some ”me time.” Dessau reports that seven out of 10 millennials expect some “me time” at work. “That means if they’re using Facebook at work, that’s not a problem,” he says in the article. Part of the attraction to millennials is how connected they are and how good they are with social media. Immerse them in your world. You can’t get away with the common saying of “I told you so,” shares Dessau in the article. “That won’t mean anything to them. That’s not what they accept. You have to explain it to them in terms of context and strategy,” he adds. Give feedback when they need it. Do not just give feedback when you need it. Oftentimes, millennials will want constant feedback on how they are doing.

SAFETY Seven Ways To Increase Safety At Your New Carwash

The professional carwashing business can be fun, profitable and rewarding in so many different ways for new owners. After all, your business is providing a service that makes most customers feel good about taking care of and protecting their family’s second most expensive investment. However, carwashing does not come without risk and safety concerns. A carwash has a lot of moving — and slick and wet — parts, and one accident can turn those good vibes sour.

SITE LAYOUT

During the site design phase of starting your carwash, did you take safety into consideration? Chances are, it will only take a few months before you realize if you and your developers did or did not effectively consider safety during site selection and planning. In addition to adequate ingress and egress points, incorporating wide lanes, especially in turning areas, is crucial to promote traffic flow and prevent accidents. This

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ADVANTAGE is especially important at professional carwashes in smaller areas, such as in-bay automatics (IBAs) and self-serves. In addition to wider, more visible areas, it is considered best practice to incorporate pavement markings and mirrors around blind turns so drivers and staff can see incoming traffic or people crossing.

Also, be sure to include eye and chemical wash stations, as well as first aid kits, in case of an emergency and for routine washing after handling potentially dangerous chemicals and materials at your wash. Furthermore, since carwashing produces a wet, fast environment, encourage workers to wear slip-resistant footwear while working at your carwash.

SIGNAGE

MATTING

Related to site design is proper signage. Informative signage letting customers and staff know the traffic patterns and entrance/exit points will also limit your exposure to injury and risk. In addition to traditional, changeable letter signs, new LED signage, which offers the most versatility, can feature dynamic transition effects and video. Make sure all signage is clearly visible, purposeful and communicates your intended message. Also, along with using signage to promote proper traffic flow, be sure to include personal safety signage in storage and chemical handling areas. Keeping employees safe when handling resource fulfilment duties is equally important at any carwash.

Slips, trips and falls are some of the leading causes for worker’s compensation claims in most states. Limit foot traffic where protruding surfaces or cables and objects on the floor are present. As a baseline, leading into lobby areas of your carwash, you should have 15 feet of matting to provide adequate scraping and drying of dirt and moisture. In addition to entrance matting, new carwash owners should consider many other types of matting for the rest of the business, including grit “catchers,” electric conductive deck plate mats, anti-fatigue mats and oil/ water absorbent mats.

LIGHTING

Limiting and preventing slips, falls and other common accidents that could occur at a carwash are also effectively accomplished with modern lighting. Obviously, if customers and employees can clearly see where they are going as well as any hazardous obstructions that might be present, reducing risk will come naturally. Especially important for self-serves and IBAs open throughout the night, bright bays and well-lit indoor and

PERSONAL PROTECTION EQUIPMENT

Personal protection equipment (PPE) should be offered to all employees as needed. Working with some chemicals and heavy equipment exposes workers to injuries. When needed, safety gloves, back, knee, wrist and hand braces, goggles, masks and even protective suits can help your business put safety first and risk last.

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ADVANTAGE outdoor areas of the wash make customers feel welcomed and secure at any hour. Proper lighting can also help your staff spot potential issues, such as slick surfaces, before they become costly problems.

LANDSCAPING Related to this last point in lighting is improving lines of sight at your carwash. While landscaping at your site can offer an attractive upscale image to customers, it can also create a safety issue at your carwash if bushes, trees, shrubs, etc., are carefully trimmed backed and groomed.

COMMUNICATION Of course, talking with customers and employees is the most effective way to promote and improve safety at your site. New owners should not only make customers and staff aware of potential risks around the wash, but they should also clearly listen to the feedback they receive from these individuals. These are just seven ways to improve safety and limit risk at your new carwash. We encourage you each day to augment your complete safety plan as you continue to build a strong foundation for carwash success into the future. Rich DiPaolo is the Group Editorial Director/Editor in Chief of Professional Carwashing & Detailing.

OPERATIONS Add-On Services - A Guide to Finding Them for Your Market

When I sat down to write an article about add-on services for a car wash, I did so knowing that desirable add-on services in my car wash market may be completely different than desirable add-on services in Bucharest. (Yes, there are several car washes in Bucharest. Google it.) Thanks to the World Wide Web, I receive questions about my articles from readers around the world. Therefore, I will mention several desirable add-on services as examples, but go more into depth about how to find those services for your trade area. As owners, operators, and marketers of our businesses we are always searching for new ways and ideas to keep our businesses fresh and profitable. The suppliers to our industry try to create new products to help us achieve this and to also help them stand out amongst their competitors. What I found through the years is all of those shiny bells and whistles look fancy on the show floor, but they donâ&#x20AC;&#x2122;t always work the way they are supposed to. Itâ&#x20AC;&#x2122;s going to take modification on your part to make it work best for you and your customers. Think of it as if you were buying shoes. If you wear a size 12 and the shoe salesman

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ADVANTAGE convinces you that you need a size 10, the shoes aren’t going to fit, no matter what he says.

THE PROCESS 1. Investigate Carry out a systematic or formal inquiry to discover the facts so as to establish the truth. • Ask your customers if there are any services they would like to see you offer. If 20 customers ask for the same thing, it is worth investigating. • Take a look at your customers’ vehicles. Are there any particular areas in which you see opportunity? • Drive around your trade area and look at all different types of vehicles that do, or may use your wash. Are there any particular problems that stand out that you can resolve for them? 2. Research This is the systematic investigation and study of materials and sources in order to establish facts and reach new conclusions. • Once you have identified an opportunity you have to figure out how to make the most of it. • Talk with your suppliers to see if they have a solution. • Take a road trip and visit other operators to see how they may have solved the problem. Make a

list of items that you were most impressed with, least impressed with, etc. • Attend an association meeting or tradeshow. Network with other operators and see what solutions they may have. • Visit online forums or chat rooms concerning your new opportunity. • Once you find a solution, make sure it is economically feasible. Can you charge enough for the service to make it worth doing? 3. Execute Take the necessary steps to carry out the plan. • Put your game plan in action. • Verify that everything is running according to your plan. Make necessary adjustments, if any, for efficiency. • Enjoy the fruits of your labor

THE RESULTS

Example 1 I was visiting with a car wash owner in Colorado looking for new ways to increase his revenue. I noticed that almost 20 percent of the customers washing their vehicles had cracks in their windshields. After a little research, I found that many of the side roads in the town were gravel. I convinced the wash owner to investigate possible

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ADVANTAGE solutions. He spent time researching solutions and found one that would fit in well with his operation. We created a plan and implemented it. The investment paid for itself within the first year and now is a steady stream of new revenue for his location. Example 2 Several years ago, I purchased a twin-bay automatic car wash from a bank that had foreclosed on the location. After cleaning up the location and getting the equipment in proper working order, I was looking for ways to increase the location’s revenue. Through research, I found that no one in the immediate area had decent vacuums. I completed the analysis and found that a free centralized vacuum system would drive new customers to the site. I put together a plan and installed eight free vacuum arches. After the first year, the location had increased its revenue 10-fold. Example 3 When the on-line application of surface sealant and premium waxes became the new, hot thing, I decided to further explore the process. I worked with my chemical supplier and developed products specific for my locations. I researched new application processes and

found all the necessary equipment needed to add the services. I crafted a new pricing structure, marketing materials, installation plan, employee training program, and roll-out schedule. My team put the new program in place, installed all the necessary equipment and we were up and running. Due to proper planning and marketing, the new program immediately increased my average revenue per vehicle over $2.

A LA CARTE MENU

Another area for consideration is adding an a la carte menu to your existing services. If you do not have an a la carte menu, it is simply additional services that can be added to any existing wash package. This, in essence, allows the customer to build the wash package to their liking. Statistics show if customers have the ability to build their own wash package, they will spend more money. Here are a few examples of a la carte items: • Bug Remover • Foaming Soap or Foaming Wax Flood Arch • Premium Wax • Surface Sealant • Tar and Tree Sap Removal

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UNIQUE MARKETS

By now, if you are still reading this article, you will have probably Googled “car washes in Bucharest” and will have seen that, yes, there are in fact car washes there. And they do have add-on services, but unless you are fluent in Romanian, you probably won’t get much from their menus. All joking aside, each car wash market is a little different. This is why there isn’t a McDonald’s of the car wash industry. What works in Bucharest will not necessarily work in Boca Raton. The services customers purchase in Boca Raton may not be the best product offering for customers in Oxnard. Each car wash market has it’s own set of customers with unique cleaning opportunities. In order to offer the best possible options for your customers in your market, you need to do research and craft a car wash menu that works best for you. Remember, if you wear a size 12 shoe, a size 10 shoe isn’t going to work out too well for you. Wash On! Bobby Willis has been in the car wash business for over 20 years. He owns and operates Cool Wave Car Washes in Virginia.

FINANCIAL

don’t increase the withdrawal amount if the portfolio has lost money in the previous year. This may require that you cut back on your discretionary spending after any losing years. Or, instead, to determine how much to withdraw from all your assets every year in retirement, use the same formula that the IRS uses to determine the required minimum distributions (RMDs) that you must make from your IRAs starting at age 70½. Each year, you calculate the maximum amount you can withdraw to make your money last the rest of your life based on your current life expectancy at that age and your portfolio’s current value. You can find the formula, including life-expectancy tables, at IRS.gov/publications/p590b. Michael Finke, PhD, CFP, Professor and Director of Retirement Planning and Living at Texas Tech University, Lubbock, Texas.

SELF SERVE CORNER Stay on Top of the Details

Okay, so you own a car wash; it’s a busy Saturday afternoon and you have customers lined up at every bay when suddenly a pump fails, a belt breaks, or even something as simple as a nozzle is clogged. You have no replacement parts on your site and your number one bay is down. Now you’re bleeding money. All the customers

The Classic 4% Rule Can Ruin Your Retirement

There’s a simple old rule to help make sure you don’t run out of money in your retirement years—withdraw 4% of your investment portfolio in the first year of retirement, then increase the dollar amount each year by the previous year’s rate of inflation. Based on market history, that gives you a 96% likelihood that the money will last 30 years. The problem is that the 4% rule is no longer dependable. That’s because, after having experienced long bull markets, bond and stock returns are likely to be lower than historical averages over the next several years. In late 1994, when the 4% rule was popularized, the yield on a 10-year Treasury bill—a key benchmark for interest rates—was nearly 8%, compared with less than 2% recently. If yields remain near their current low levels for the next 30 years, the likely failure rate of a portfolio following the 4% rule would be 57%, not 4%. And even if five years from now yields are back up to historical averages, the likely failure rate still would be a worrisome 18%. A relatively weak stock market also will hurt returns. Two alternative strategies… Based on a 50% stocks/50% bonds portfolio, you withdraw 4% the first year, but in subsequent years, 19

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ADVANTAGE who would have gone through that bay had it been working are getting frustrated at having to wait in line for the other bays that are already busy. So they simply drive off down the road to your competitor. Sound familiar? Well it shouldn’t. A smart operator is a prepared operator. Your own experience should prove to you the truth of the old adage: if something can go wrong, it will. Having the most common repair and replacement parts on your shelf is crucial to today’s self-serve car wash operator. Having what you need at the time you need it turns a potential catastrophe into a simple bump in the road. Your car wash is like your car. If you don’t maintain your car, you will be sitting on the side of the road with an inoperable vehicle. A neglected wash will let you down in like fashion — and an inoperable wash means you aren’t making any money. You’ll be left in your competitor’s dust. Not only do you need to maintain the wash when nobody is using it on a rainy day, you must also be prepared to maintain it on the busiest day, so you capture the most volume and revenue you can while the business is there to be had. If you don’t get it, someone else will. When you operate a professional car wash business, you have to expect the unexpected. Nozzles clog, hoses break, and pumps fail. The operator should know how to fix all of these problems in a timely fashion. Preventative maintenance is a fundamental requirement in the operation of a car wash and it would be unwise to not have the proper replacement products on your shelves at all times. A major

selling point of any car wash is equipment that is in proper working order — and the smartest way of making sure that it is, is to simply check the operation while washing your own personal vehicle.

OWNER AS CUSTOMER

It is critical, when using the different bays and various vacuums, that you gain first-hand knowledge of how every function is — or is not — working. As an owner, you never want to wait for someone to call you and complain that a certain piece of equipment doesn’t work. That is potentially a customer lost. The self-serve and/or automatics may be okay but, if you don’t regularly use your wash, how will you ever know if everything is functioning well? It is about operators being critical customers themselves and making sure their car wash is as good as they want it to be. The little things matter, which means the best operators will stay on top of the details. Making those timely changes on hoses, guns, wands, and nozzles ensure a quick recovery as does having pump kits readily available in case a pump rebuild is necessary. The customers’ impression of a car wash is informed by what they perceive visually. If the spray guns appear to look wornout, more than likely they will rethink their next visit. Nozzles will look old before they actually become ineffective. This is a very inexpensive item to replace, but keeping items such as these updated makes your wash look fresh and gets you in front of a problem. You can look at it as an

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ADVANTAGE extra investment or an ongoing expense to keep your car wash performing at the best level. Maintaining everyday regular items will help keep your business where it needs to be to make a profit.

STOCK UP ON PARTS

Changing out hoses, wands, and nozzles regularly will even lessen water consumption, and should be an integral part of a leak-prevention program. Suggested replacement products that should be on on-site shelves include vacuum motors, hoses, brushes, and swivels, enough that you could re-equip all of the bays if needed. You never know when something unexpected might happen like vandalism or severe weather. Make sure you have extra timers, coin acceptors, and credit card readers on hand just in case one of these essential items goes dowm. Operators cannot afford not to be in service. Keep parts on hand regardless of how close you are to a supplier. Breakdowns can occur at the most inconvenient times like on the busiest day on a weekend. Besides, operators should not have to rely on next-day air shipping. Ordering regular, everyday-use item next-day air just adds unnecessary expense. For example, order additional nozzles well in advance of installing the last one on your shelf. Normal use items should be on hand

at all times, meaning you should be restocking your own supply when minimal levels are reached. Other crucial items that keep a car wash afloat include brass and poly-tube fittings. When products that consist of these fixtures leak, you want to make sure you can repair them in an instant and move right on.

CONSTANT MONITORING Services like the foamy brushes need constant attention. It is important to make sure that the soap mixture is topnotch and that you have your regulators adjusted so the foam isnâ&#x20AC;&#x2122;t too runny or too dry. Compressors, for example must be drained regularly to prevent the buildup of too much moisture, which could end up in the air pumps. Consistently inspecting the wash bays every day will make those monthly and yearly checkups a breeze. Setting high maintenance standards is essential to your car wash success. Most customers come back to your business because they had a satisfactory experience the last time. If you constantly have maintenance issues, the end result will be a failing establishment. It is important for operators to check in daily at their washes and keep a large supply of parts and service items on the shelves. Car wash businesses thrive on good customer relations. So,

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ADVANTAGE if you do your part and ensure a reliable operation, your customers will do theirs. Chelsea Dimmig is a staff writer with Columbus, PA-based Kleen-Rite Corporation.

SOCIAL MEDIA Ten Steps for Repairing and Protecting Your Online Reputation

“The worst customer service experience ever! The lobby was dirty, and the bathroom had hair on the toilet seat. My car reeked of BO when I picked it up. The side mirrors were covered in mineral spots. I paid for but did not get tire shine. Do not EVER wash here!!!!!!!” “If you are offered a job at this place, run! Do not walk to the nearest exit. This business is an asylum. I have never worked with a more dysfunctional group of people in my life.” “There are a lot of fake reviews on this site. Anyone who has ever been here knows there is no possible way on earth a real customer would say this place was anything but a pit. Enter at your own risk. You have been warned.” Ouch! Those hurt.

And there it is, right there in black and white for anyone and everyone to see — the naked truth: what someone thinks of your product, your service, and your wash. Bad reviews can bite, wound, and sting. Worst of all, a mountain of them can appear in a matter of seconds. Social media: it’s a wonderful thing, until it turns against you. So, what’s an operator to do when his reputation — and that of his car wash — is suffering at the hands of others? Plenty..

A STEP BEYOND

Step One Take a deep breath. You can fix it. Not overnight, but you can fix it. Step Two Get over any hurt feelings or embarrassment, and do it quickly. The people who complain have done you a great favor. It’s now up to you to decide if negative reviews are going to be the kiss of death or a wakeup call. Step Three Uncover everything that is being said about you. If you found a bad review in one place, there are probably others. You will need to spend a few hours researching yourself online. Start Googling, and take a notes of what you find Continued on pg. 29

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and where. A word of caution: resist the urge to respond to anything. Be strategic, not impulsive. You will need a game plan before typing a word. Step Four Automate. Sign yourself up for Google Alerts at www. google.com/alerts. If new content mentioning your company shows up online and Google sees it, the search engine will send out an automatic alert letting you know. There are also a variety of free and paid services that will monitor online search terms and any major review sites for mentions, and will quickly notify you if new information about you is posted. If you are serious about managing your online reputation, these services are extremely valuable. Step Five Once you have a good picture of your online grade, get ready to roll up your sleeves and start problem solving. If your employees are rude, train them. If your establishment is dirty, clean it. If people hate working for you, investigate. Unless you are the victim of competitor sabotage, what you are reading is probably based in truth. If needed, revisit step two. Step Six Involve your team and communicate your improvement plan. You will reach your goal faster if everyone in your

organization understands what it is, and is working toward it. Step Seven When you are interacting with people, ask them what they think. You already know some of them have no problem sharing their opinions with the world, so they will probably be willing to candidly tell you the good, bad, and ugly. Asking your customers or clients for help can prove extremely beneficial. Here’s an example: “We are working hard to improve. Would you be willing to talk to me for a few minutes? Thank you. What two or three things could we have done differently in order to make your experience with us better?” If at all possible, have these conversations verbally. You may be surprised by the quantity and quality of information you are able to quickly gather. Step Eight Once you have a clear sense of what is going on with your business and are on the road to smoothing out the rough spots, get back to the reviews. It’s time to answer them. First, thank the reviewer for letting you know about a problem and include something good about yourself, too: “Thank you for your feedback. I’m sorry your wash experience with us wasn’t what you expected. We wash

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ADVANTAGE over 10,000 cars a month, and we strive to delight each of our guests.” Second, describe what you have done to prevent the issues from occurring again: “We’ve taken a few steps to prevent what happened to you from happening to another customer. Since your visit, we’ve introduced a tighter monitoring schedule for all public-access areas. Our employees have been given additional training to improve their quality-control skills.” Third, ask the person to give you a second chance: “Please wash with us again. I believe you will be pleasantly surprised. My name is Joe. Ask for our location manager, Mike, or me when you visit us again. We will take care of you personally.” Resist the urge to be snarky, judgmental, or to correct your customers. Yes, some customers are wrong — however, pointing that out will not help. Lots of people are going to be watching how you respond to others. Take advantage of the opportunity to be polite, helpful, and solutionfocused. People who rely on the reviews can often tell when other customers are being difficult. If you are gracious in your dealings with them, you will win in the long run. Step Nine Ask your happy customers to post reviews. Over time, your average will improve. Obviously this approach only works if you are indeed making changes and removing the causes of bad evaluations. If you are not, prepare for more

of the same reviews you’ve gotten in the past because they’re coming. You simply cannot turn off the social media tap. Step Ten As tempting as it may be, do not post fake reviews or go to a service to get others to do the same. Apart from the fact that it’s dishonest, it’s also dangerous. If you get caught, you will look even worse than you did before. Instead, get busy writing more content to post on your site, pressrelease sites, and other appropriate places. The more that’s out there, the less visible a bad comment will be. Followed closely, this ten-step plan for a reputation overhaul could earn you five stars. Kate Zabriskie is the President of Business Training Works Inc., a Maryland-based talent development firm. She and her team help businesses establish customer service strategies and train their people to live up to what’s promised.

MARKETING Millennial Marketing Strategies

When it comes to trendsetters, millennials lead the way in more ways than one, and businesses should start taking notice to ensure they stay competitive. Born between 1982 and 2000, according to the U.S. Census, millennials represent more than one quarter of the nation’s population, numbering approximately 83.1 million.

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ADVANTAGE “It’s critical for carwashes to market to millennials, and it all boils down to numbers,” asserts Katie Harris, founding partner of Spot On Solutions. “We are talking about 25 percent of the population with $200 billion in annual buying power.” J.R. Atkins, MBA, owner of Something Different Companies (www.SomethingDifferentCompanies.com), recalls when another dominant generation, dubbed the baby boomers, shifted buying habits. And, although baby boomers were often labeled as the most influential, millennials are letting their presence be known, exceeding even the baby boomers, which the U.S. Census estimates are around 75.4 million in size. “Millennials buying habits and communication methods are affecting all of us,” says Atkins. “Their spending dollars are increasing, not decreasing, which is the amount of money they have as disposable income.” With extensive numbers fueled by billions in annual purchasing power, millennials are taking the wheel and steering the way for today’s buying trends. “Millennials and past generations differ in many ways, but one of the big [differences] is millennials are drawn to civic responsibilities,” states Harris. “They have a strong desire to make a difference in the world around them and be a part of big things.”

This desire to make a difference impacts millennials in everything they do, including how they spend their money and, in general, they care more about a business’ values compared to previous generations. Whether it is environmental issues, community outreach and charity, good employee relations, etc., millennials will take notice of the businesses that stand out from the rest and push toward making a difference.

This desire to make a difference impacts millennials in everything they do, including how they spend their money Additionally, notes Atkins, millennials value the overall design or layout of a product/service. “So when considering two items — two purchasing selections with the same matter of functionality — millennials will typically buy the one with a better design. This could be from color, packaging and/or the way the product/service is communicated,” says Atkins. Although the products/services offered and the overall values of a business are important, how these items are “communicated” to millennials is possibility more imperative. For instance, continues Atkins, a carwash owner and operator may think a five-dollar quick wash is self-explanatory, so what else is there to communicate?

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ADVANTAGE However, a potential millennial customer may ask, “Does this business get me, and does it appreciate who I am?” To better adhere to the values of millennials, he adds, carwashes should implement the perception of time and an instilled level of trust within its messaging. “So noting ‘a good price from someone you can trust’ would be the kind of information millennials are looking for,” explains Atkins.

OUT WITH OLD ADVERTISING APPROACHES

As mentioned, how a business communicates is a crucial factor in millennials’ decisions to purchase new services/ products or take their money elsewhere. And, this generation’s need to feel understood is influencing how businesses market their services. “Millennials do not like advertising. They actually hate to feel marketed to,” asserts Harris. “They grew up being inundated with ads and have learned how to tune them out.” To successfully target this generation, explains Harris, carwashes should avoid traditional advertising. “Look for ways to engage with them in a more natural way. It will resonate with them, and they will reward you with their business,” she adds.

“Millennials do not like advertising. They actually hate to feel marketed to” In addition to turning to their peers for feedback, millennials flock to online review sites, social media and search engines to find more information on the latest products and services. “It is easier to assume millennials are always online,” says Atkins, adding that businesses should consider regularly posting across social media platforms. “You need to find out where your potential millennial customers ‘hang out’ online; for example, in your area are they on Facebook, Twitter, Instagram, etc.? Then you need to be there too,” states Harris. “Do not interrupt the conversation on social media with pushy sales tactics, rather join their conversations and be social.” Having a strong social media presence helps businesses appear more relatable to social-minded consumers, like millennials. However, even more important is a business’ actual Web presence. Millennials expect to see a clean, user-friendly website optimized to be mobile-friendly. “How we as marketers or businesses sell to millennials or communicate to them definitely has to be mobile, any time, all the time,” asserts Atkins. “It has to be available for all devices, whether a smartphone, desktop, laptop or tablet.” However, above all, websites must adhere to mobile users, stresses Atkins. “If your website isn’t mobile-friendly that is a deal killer; if your website is mobile-friendly but it doesn’t have much content on it then that becomes a deal killer; and if your website is mobile with lots of content but it is too hard to digest that is a deal killer. So you need a website that is formatted for online, is crisp from a design 34

element and has brief pieces of information with the ability to drill down and get into details,” he continues.

Above all, websites must adhere to mobile users, “If your website isn’t mobile-friendly that is a deal killer” In the future, Atkins sees this rise in mobile usage to change the way many businesses like carwashes target customers. “In an optimal world, and we are not there in a broad offering yet, we will be able to deliver messaging to the mobile device within a proximity of a carwash,” projects Atkins. “Right now, the technology is still cumbersome and costly, but this is where we are headed.” Carwashes should start to keep this type of mobile messaging in mind, continues Atkins, adding that an example would be more promotions of VIP-type lanes for unlimited monthly customers. This type of marketing will appeal to millennials as well, who tend to prefer quick and convenient services. VIP-type offerings provide customers with the ability to easily wash their cars on the way to or from work and avoid the potential for long wait times. “The advertising that communicates these services has to reflect the benefits both in an online offering and physical signage as well as any kind of verbal interaction the staff has with customers,” notes Atkins.

SELLING TO MILLENNIALS AT THE WASH

In addition to employing smart marketing strategies, promoting core business values and featuring innovative technology, carwashes can also target more millennials by maintaining a high level of cleanliness, bright lights and a lot of visibility within the carwash, such as large windows and glass, reports Atkins.

Carwashes can also target more millennials by maintaining a high level of cleanliness, bright lights and a lot of visibility within the carwash, such as large windows and glass Moreover, since millennials tend to want swift services, these customers may be turned off by all hands-on wash packages. In fact, quick service is one contributor in the rise in popularly for certain wash types, such as flex-serves. To hone in on the need for speed, Atkins recommends carwashes incorporate the amount of time within their product descriptions online. If a carwash offers three wash packages, for example, it could advertise how the second package features everything in package one, plus an extra service and is only seven more minutes, explains Atkins. Although rapid service is a crucial selling factor for millennials, this alone won’t effectively entice this generation to frequent a carwash, says Harris. “Millennials

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ADVANTAGE are all about the experience. They would rather spend money on an experience than a product or service. You want to look for ways that your carwash can be about more than just getting [a] car washed,” concludes Harris. “Millennials love to feel like they are part of a cause and that by doing their part they can make a difference. You want to look for ways to appeal to this trait.”. Maria Woodie is the Group Assistant Editor of Professional Carwashing & Detailing.

TECHNOLOGY Technology Is More Reliable Today, and More Customers are Interested In Using It

Technology is now interwoven in most people’s daily personal and professional lives. According to surveys conducted by the Pew Research Center from 2000-15, only about 15 percent of U.S. adults do not use the Internet. And, using previous data to forecast future trends, this group will slowly diminish moving forward. In 2000, the organization noted that almost half (48 percent) of U.S. adults did not use the Internet at that time.

In addition to researching local businesses, such as carwashes, and partaking in general Web reading and searches, we are now dependent on technology to stay in touch In 2015, the Radicati Group estimated that about 2.5 billion email users are sending 205 billion emails per day. At this point you have either embraced communications and operational technologies for your business, or you are scrambling to catch up. If you are not taking advantage of mobile marketing, carwash specific innovations, such as RFID, and other operational desktop/online programs, you might not be fully unlocking your staff’s and wash’s full potential for delivering results and a high level of customer satisfaction. We recently reached out to some carwash professionals to discuss today’s technological innovations, customers’ reliance on technology and site optimization.

MAPS AND LOCAL SEARCH The space for map listings and local search is limited and at a premium right now. Google is showing fewer map listings in the top spot than ever before. Currently, you will find three listings displayed on page one; you can access other maps by clicking on “More Places,” but the top slots are reserved for just three businesses.

To help you secure one of those spaces, you must first claim and verify your listing (more information can be found at (www.google.com/business). You also need to understand that a business with an actual, physical location will be given preference. This is a challenge for many service-based businesses covering a geographical area beyond their physical locations. But, this is a benefit to businesses with brick and mortar locations. To give yourself an edge, focus some time and effort on getting positive Google reviews.

A DIGITAL REVOLUTION

Carwash owners and operators embrace the trend toward digital and implement technology into the wash for many reasons. “Smart operators have taken advantage of digital and mobile technologies,” asserts Walter Sanders, brand manager for Innovative Control Systems (ICS). “Customers use Web-enabled tools to locate carwashes, compare pricing and specials, purchase carwash services at the payment kiosk or online and share their experiences via social media.”

Sanders advises slow-adapting operators to embrace the “digital and mobile revolution” in order to also maximize their customers’ on-site experiences and maintain effective carwash operations. “For example,” he continues, “Web-based tunnel controllers help deliver an exceptional customer experience. Multisite operators should also consider Web-based management systems that provide full network visibility.” These systems can help multisite operators in many ways, such as alerting them when equipment issues arise, helping with inventory management, staff allocation and delivering task-centric reporting for controller, human resources, operational and maintenance staff. “Operators can view, monitor and analyze [this] data via Web-enabled devices from anywhere,” adds Sanders. Staff management tools are also available to carwash owners and operators. One program helps assign projects, create teams, schedule meetings and run reports, as well as offers messaging capabilities. “It helps promote communication among the team, rather than just emailing all the time. You can push everything out to your team from one platform. It is good for managing projects and groups in general,” explains Robert Andre, vice president of training and education for SONNY’S The CarWash Factory.

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ADVANTAGE 2014, and they were multiplying at a rate that was five times faster than humans. In the carwash market, these devices are being widely integrated. “With smartphones and tablets, carwash owners are starting to adjust and create maintenance schedules, view chemical reporting and, with some systems, change the settings of the carwash. A lot of organizations are also using smartphones and tablets for troubleshooting, such as accessing FaceTime [for off-site technicians],” says Andre.

“Using technology to effectively manage [operations] and take advantage of those types of benefits is being embraced by forwardthinking operators today.” Even technologies on the market for several decades have been improved and are still widely used today. A few examples are provided by Derek Martin, division manager for Mister Car Wash. “Walkie-talkies with ear pieces seem to be the most effective and professional tool available [for on-site staff communication],” says Martin. “They allow managers to have a constant, effortless open line of communication with their support team. [Streaming] real-time closed circuit television video remotely is also a huge benefit.”

KEEP TRAFFIC FLOWING

Express carwashing is growing in popularity, and its customers are most interested in receiving a quality wash in a timely fashion. Loyalty programs and technologically advanced point-of-sale (POS) and radio frequency identification (RFID) systems are effectively serving this target audience. “RFID technology can cut transaction times down to just one to two seconds,” notes Jeff Hoppe, division manager for Mister Car Wash. “‘Automated’ lanes provide value to loyalty customers, while allowing operators to spend more time with ‘retail’ customers. It is a win for the loyal customers; it is a win for the new retail customers; and it is a win for the operators.” Successful carwashes offer numerous packages and services to customers. While this diversification is ultimately good for the business and its loyal customer base, new patrons might be confused when visiting the wash. George Pawlik, national sales for XpresSystems Inc., adds that RFID and loyalty programs support the keep it simple stupid, or KISS, sales approach. “Most customers are immediately confused when entering a carwash because there are so many options,” says Pawlik. “All they really want is their cars washed. With the RFID tag in the window, people have already made their selection and they don’t have to worry about making another.” According to Pawlik, RFID systems are available today that can operate through Wi-Fi and also integrate with the

wash’s POS system. In terms of the expected return on investment, Pawlik offers the following scenario. “If an operator can sign up 30 people with a $30 package and the initial cost of the RFID system is $10,000, it pays for itself in one year,” he says, adding that staff also saves time having to sell customers on future purchases and can instead focus on other important areas of the carwash. “RFID also allows for quicker payment processing,” adds Martin. “Additionally it has helped change customer wash frequency habits. Unlike a prepaid card or even a mobile phone NFC system, RFID creates a more manageable way to ensure that each RFID is specific to each customer and vehicle.”

Promoting wash clubs and loyalty programs is an important part of owning a carwash. These programs can help businesses maintain a solid base and also help to weather any rough or slow days “Clubs help you offset weather-related downtimes by creating a predictable flow of income with automatic recurring billing. They inspire customer loyalty and awareness of your brand. RFID enables you to pursue and land corporate, municipal and high-volume fleet business. Customers love the ease of use, appreciate the value proposition that clubs deliver and always keep you top of mind when they think about a carwash,” asserts Sanders. Too many innovations have hit the market to mention in this article. In addition to RFID, Andre has noticed another carwash-specific advancement that incorporates sonar technology to provide a customized wash.

“Sonar technologies used in carwashing today can profile an incoming vehicle and pick up such things as a pickup truck bed or a trailer hitch, and then adjust the equipment to avoid damage and increase the wash’s effectiveness.” When these profiling technologies sense a pickup truck, for instance, they can also shut off some of your chemicals [and water] so they don’t fill the pickup bed with waste,” notes Andre. “These sonar technologies not only allow you to save costs, but you can also turn out a better quality wash when employing them.” While technology can help move your business forward in many ways, tried-and-true strategies still prevail in many cases at a carwash. Site design still heavily impacts traffic flow. However, even in these areas, technology is starting to influence productivity. According to Hoppe, the industry is using technologies to help control queuing at locations interfaced between the POS and tunnel controller. “Automated queuing, dynamic queuing and video queuing can all eliminate the bottleneck often caused by keeping the stack in order,” he adds. 39

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ADVANTAGE Technology is more reliable today, and more customers are interested in using it in their personal lives. Get to know your customers and their use of technology. Also, analyze your current operations and marketing strategies; and if you haven’t done so already, join the digital revolution today. Rich DiPaolo is the Group Editorial Director/Editor in Chief of Professional Carwashing & Detailing

CHEMICALS Compatibility - Do Your Chemicals Get Along

In today’s highly competitive car wash market one of the more difficult decisions operators need to make is selecting the best chemicals for their wash. Since that decision requires the working together of many factors along with the chemicals, it is not an easy decision and one that must be made with great care. It seems like the chemical market lately has seen several shifts in ownership of name brands, the addition of several new players, the growth of private labeling, and even local blending done by distributors. All this adds up to complicating the decision operators have to make in their choice of chemicals. The bottom line is operators need to make their choice as empirical as possible — use what works best for them at a cost they are willing to pay. Those operators that are able to put together accurate usage along with achieving optimum results will fare the best in selecting their chemicals.

EQUIPMENT

In a car wash, cleaning and drying are codependent. If a car is not clean, it is impossible to achieve optimal drying. In the eyes of the customer a clean car must also be a dry car. So, in effect, the drying process begins with the cleaning process, and the perception of a clean car starts with a dry car. They are inexorably linked. Whether your wash uses friction or is touch free, the first step you must take is to work on cleaning the car to make sure your equipment is functioning as it was designed to operate. Make sure the nozzles are not clogged or have lost their pressure or cleaning angle due to age. Make sure your friction media is clean and in good operating condition. Check your pumps, injectors, and mixing devices to ensure proper application of your chemicals. Remember, this is not a one-time activity but must be done on a regular basis. The last thing you want to do is find out your wash is not performing properly by being informed by unhappy customers.

CHEMICALS

If your equipment is in good working order the next critical step is the selection of your chemicals. Perhaps the

easiest way to ensure that your chemicals work together is to buy all your chemicals from one source. If you are buying from a local distributor they should be able to ensure product compatibility.

If you are buying from warehouse distributors that carry many brands and buy all the same brand you should also be reasonably safe that your chemicals are compatible. If you have any question about possible problems, you can always contact the manufacturer for guidance. Caution must be taken if you are mixing brands. A quick word about using low-pH products: Most operators are aware of the dangers of using products containing the Fluoride ion. The most common names of product with the Fluoride ion are Hydrofluoric Acid (HF) or Ammonium Bifluoride (ABF). Today the Fluoride ion may be present in some wheel cleaners, presoaks, and wall/equipment cleaners. The potential dangers to employees and equipment are listed in many places so I won’t go into any great detail other than to advise that if any products you are using contain either of these ingredients, make sure you are taking the proper precautions to prevent any problems they might cause.

COMPATIBILITY

When considering compatibility you must ultimately look at the entire process, but first you should check on the three basic areas of your wash process: cleaning, extra service products, and drying. If you are a hands-on guy that does it all by yourself make sure you are doing what is right to enhance the cleaning/drying ability of your wash. Most equipment is designed to do a good job and in general most good chemical products available will clean and dry cars, but unless they are set up and applied properly you will not get the best possible results.

CLEANING

The first place to check for cleaning compatibility is in the back room. Telltale signs include chalking of the products on the side of tanks or clogging of lines, injectors, or nozzles in the wash. Just because you are not using a powder blend does not mean you are protected from this problem. Incompatible products can cause the chemicals to “fall out” in solution. Another issue can arise if you are heating your chemicals. Overheating the chemicals can cause the solution to separate, diminishing or eliminating product performance. If you are heating your chemicals over 125 degrees you may be diminishing their ability to clean or perform as they were designed. After ensuring things are all right in the back room, it is time to look at the wash in action. Incompatibility can show up in several ways. The first is foaming or non-foaming. If you notice a drop in foaming when changing products or even dilution ratios, you may very 41

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ADVANTAGE pH is either neutral or acidic. Ideally, if you are using both an acid and alkaline presoak the resulting surface pH should be close to neutral or slightly acidic. If you are using two applications of an alkaline pre-soak, it is essential that the vehicle be thoroughly rinsed before the protectant/sealant is applied to reduce the concentration of your surface alkalinity or, in the case of a friction wash, the use of a low pH or neutral shampoo is important.

well have a compatibility issue. The other area of concern would be how clean the vehicles are getting. Not all alkaline (high pH) products like each other as well as do all acidic (low pH) products. In addition, if there is a compatibility issue your alkaline and acidic products may not work well together either. Here is where your ability to manage your own chemicals is put to the test.

EXTRA SERVICES PRODUCTS

One of the more difficult tasks in maintaining compatibility is with your extra services products. The two most commonly used products for triple foams are foaming detergents/conditioners or foaming polishes. You should make sure you know which you are using. A word of caution here: Conditioners and true polishes do not play well together. If you decide to switch from one to another make sure you thoroughly clear the chemical lines and mixing devices to avoid what is commonly called chemical “snot.” Some manufacturers may call a detergent/conditioner a polish while most distinguish between the two. If you are unsure, one way to tell is that there is usually a significant price difference between the two. A foaming detergent/ conditioner is basically a colored soap with a fragrance. While they may provide a good show and be cheaper than a polish, it may not rinse well, will not add any protection or shine to the vehicle, and may inhibit drying.

QUICK TIPS

Here are some quick tips to making sure your chemicals are compatible and are producing the best results possible at an acceptable cost. • Reducing the temperature of your pre-soaks/cleaners may require additional chemical or dwell time to maintain cleaning. • In a touch-free wash, reducing your dwell time to increase throughput will mean you will have to increase the strength of your cleaning solutions. • Maintaining your water softener properly can save you chemical costs, while failure to do so will not only increase costs but also have a negative effect on cleaning ability. • While changing nozzle sizes or reducing pressure may save water you may also need to adjust your chemicals to maintain wash performance. • Balancing the chemicals used in the cleaning process is important not only for better cleaning but also Continued on pg. 47 improved drying ability.

A true polish will have a good show with a fragrance, add to the protection and shine, rinse well, and enhance drying ability. A true polish usually costs as much as 20 percent to 25 percent more than a foaming detergent/conditioner. A good alternative is a low-pH conditioner, which costs less than a polish and will enhance drying but not significantly add to the shine or protection of a vehicle. In addition to the traditional sealants/clear-coat protectants, most chemical companies offer a super sealant. The new super sealants offer better shine and protection as well as improved drying because they contain watersoluble polymers that work in a similar fashion (to a lesser degree) as a paint-sealant application. Since the polymers contained in these types of products are water soluble, they all tend to be compatible with almost any wash setup.

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DRYING

As I previously stated, how well you are able to dry a vehicle depends a great deal on how clean it is. With most traditional drying agents there should be no real compatibility issue. However, keep in mind two important factors. Unlike most other products you use in your wash, traditional drying agents have a “window.” Using too much or too little can both cause poor results. Secondly, drying ability is greatly improved if the surface

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• Selecting the right type of tri-foams and sealants may keep performance and costs in line without sacrificing quality. • Changing the speed of the wash process either by increasing conveyor speed or the speed or amount of passes in an automatic without adjusting chemicals may not only affect the performance of the process but also increase the cost.

RECLAIM

A final compatibility issue may occur if you are using reclaim water in your wash. While some chemicals may be compatible in the wash process they may not mix well together in your reclaim process. The most common problem revolves around the chemicals coagulating and clogging up the system. If you are using reclaim water, make sure you check with your reclaim equipment manufacturer on possible issues regarding the chemicals you are using. Improving the quality of your wash by making sure your chemicals are working together while controlling chemical costs is an absolute necessity in today’s competitive car wash market. Knowing the chemical basics, how chemicals interact, and the importance of balancing your chemicals will help you make better decisions when choosing wash chemicals.

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muscles than can lead to heart attack or other cardiovascular event. But the condition, called takotsubo syndrome or broken-heart syndrome, typically is triggered by grief, anger and fear. Cracker Jack will no longer have a toy prize Pepsico’s Frito Lay division, which owns Cracker Jack, is replacing the prize with a code that will let people interact with baseball content on mobile devices. Coffee cuts colorectal cancer risk by more than 50% Says Stephen Gruber, MD, PhD, MPH. Recent finding: The more coffee you drink, the more you cut your risk – from a 22% decrease for drinking between one and less than two servings a day to at least a 41% decrease for between two and two-and-a-half servings and 54% for more than two-and-a-half servings daily. Both caffeinated and decaffeinated coffee have the protective effect. Credit cards offering 0% introductory rates on balance transfers no longer require excellent credit scores we hear from credit card expert Curtis Arnold. Some attractive offers are available to applicants with scores as low as the high 600s. These inlcude Chase Slate, which charges no interest for 15 months and no balance-transfer fee… and Discover it, which charges no interest for 12 months with a standard 3% transfer fee. Applicants with scores in the mid-600s might qualify for the Capital One Quicksilver One card, interest-free until February 2017 with a $39 annual fee and 3% transfer fee. Many doctors are not aware that this common drug combination can be deadly, reports Lewis S. Nelson, MD. Opioids, such as Percocet and OxyContin, and benzodiazepines, such as Valium and Xanax, often are prescribed together for pain and spasms. But combining the two medicines can cause slow, shallow breathing, which can lead to oxygen deprivation, causing organ failure, brain injury and death. Nearly 8 million American don’t know they have Diabetes Three in 10 people wiht diabetes aren’t diagnosed, even though they may have seen a doctor during the year. Beware: Symptoms–fatigue, blurred vision, slow-healing cuts and scrapes, and more frequent urination–may be sibtle and come on slowly. About half of Americans are not investing in stocks Main reasons: 53% say they don’t have the money, 21% say they don’t know enough about stocks, 9% say they don’t trust stockbrokers or advisers, and 7% say the market is too risky. One-tenth of US beaches fail bacteria tests Water samples from beaches surrounding the Great Lakes have the highest bacteria counts – 13% fail to meet the Enviromental Protection Agency’s standards. States with high failure rates: Ohio, 35%… Alaska, 24%… and Mississippi, 21%. 50

WELCOME NEW MEMBERS The SCWA members listed below have joined SCWA since our last issue. We Appreciate your Support! Mohamed Alwefati Alwefati Wash Austin TX

Marshall Hill Total Auto Solutions Tulsa OK

Veronica Attlee Attlee Realty, LLC McKinney TX

Peter Kim Parkway Carwash Grand Prairie TX

Troy Black REV Car Wash Dallas TX

Rick Long RDM Industrial Electronics Nebo NC

Laura Evashenko Waterway Gas & Wash Kansas City MO

Alma Medina Simoniz Bolton CT

Dave Haub Simoniz Ofallon MN

J.J. Stanford JJW, LLC Friendswood TX

Scott Watson Franchise Assoc. Mgmt. Exec. Irving TX

BOARD OF DIRECTORS President: Dave Swenson Austin, TX (512) 346-8050

President-Elect: DeWayne Hall Oklahoma City (405) 414-1489

Vice President: Tyler Furney Harker Heights, TX (254) 245-8657

Treasurer: Don Witt Dallas, TX (214) 358-2575

Past President: Eric Warden Southlake, TX (817) 329-8777

Vendor Vice President: Tyler Greffin Burnsville, MN (952) 808-3640

DIRECTORS Jeff Blansit Dallas, TX (214) 912-1729

Robert Duncan Artesia, NM (575) 308-9248

Brett Meinberg Centennial, CO (720) 934-7289

Ryan Darby Lubbock, TX (806) 535-7275

Ian Heritch San Antonio, TX (210) 421-1295

Clay Wilson Lubbock, TX (806) 687-2024

Wes Dawson Dallas, TX (972) 986-7239

Evan Lorentzatos Houston, TX (281) 561-0469

Andrew Zamora Lubbock, TX (806) 792-9285

Executive Director: Chuck Space

4600 Spicewood Springs Rd., Ste. 103 Austin, Texas, 78759 (800) 440-0644

www.swcarwash.org THE ADVANTAGE is the official publication of the Southwest Car Wash Association. It is published four times each calendar year by SCWA, 4600 Spicewood Springs Rd., #103, Austin, Texas 78759. The officers, directors and members of the Southwest Car Wash Association, as well as THE ADVANTAGE editors, in accepting advertising for this publication, make no independent investigation concerningthe services or products advertised and neither endorse nor recommend or make any claims as to the accuracy and therefore assume no liability thereof. The opinions expressed in the articles are not necessarily the opinions of SCWA and its publisher and therefore makes no warranties and assumes no responsibility for accuracy or completeness of the information herein. (512) 343-9023.

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