I was asked the other day, ‘which is better, fewer cars but more profit on those cars, or more cars but less profit per car?’ Really what this person was asking is-should I be Wal-Mart or Gucci? Try as we may to prove that there is a third model in the universe, if you stand…
Read MoreOur five senses (Sight, Sound, Smell, Taste & Touch) can evoke emotions that can set the mood long before we get the chance to even interact with the customer. In parts 2 & 3 of this series we will talk about emotions & senses and their connection to customer service and marketing, but for now…
Read MoreRegardless of what kind of winter we have coming, your customers will wait in longer lines than at almost any point throughout the summer. We know it’s coming so our answer, for the most part, has been to process faster and wash cars faster to reduce (not eliminate) the wait time. But regardless of what…
Read MoreI have met hundreds of people over the years that have wanted to go into business for themselves and almost every one of them is plagued by the ‘yeah but’ syndrome. Not sure what that is? I’ll say to them something like the traffic count is not good and I get back “’yeah but’ we…
Read MoreI read an article the other day on foxnews.com about 15 things our kids will never know. Some of the things on the list really caught me off-guard; things that have been so revolutionary in my life I just couldn’t imagine kids today not knowing what they are. Things like CD’s- remember your first CD…
Read MoreAs I think back to when we entered the car wash business and our first wash was failing, I remember a conversation I had with a financial partner. “Did we get bad advice?” My answer today would be that we got the right answers to the questions we asked, however, we asked the wrong questions.…
Read MoreThe other day I attended Disney on Ice with my 8 year old daughter and I really didn’t pay attention to the songs or characters. What I was paying attention to was the ‘show.’ I began to study everything that was going on in all corners of the floor; it’s amazing what you miss if…
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