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Posted on: April 12th, 2013

We Are All Getting Older and Damage Comes Easier!

Time marches on…nothing could be truer.  Despite all the breakthroughs in medical technology and age defying creams, we all get older.  That goes for the cars we drive also.  Cars today look better, have more features, get better gas mileage and, overall, are built better. That means they are on the road longer and are…

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Posted on: January 30th, 2013

There are Only 2 Business Models (Part 2 of 2)

In part one of this series, we looked at the pros and cons of the “High-Volume, Low-Margin” business model. I also made the statement that there are only two models and that standing in the middle of the road long enough will get you run over.  That would be a third model and we will…

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Posted on: January 30th, 2013

Managing Emotions (Part 2 of 3): Customer Service

Customer Service: Eliminating the Negative Emotions & Evoking the Positive It has been widely assumed that the service provider is solely responsible for managing emotions in an exchange.  For instance, a flight attendant should smile, a bill collector should sound intimidating, and a massage therapist should talk in a soft, relaxing tone. All of these…

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Posted on: November 26th, 2012

There are Only 2 Business Models (Part 1 of 2)

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…

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Posted on: November 7th, 2012

Managing Emotions (Part 1 of 3)- Senses & the Service Industry

Our 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…

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Posted on: August 24th, 2012

While You Wait

Regardless 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…

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Posted on: June 14th, 2012

Unlimited Wash Clubs

Having recently attended the Car Care World Expo in Las Vegas, I couldn’t help but notice all the buzz around Unlimited Wash Clubs- What are the pros and cons? How do you price it?  Is it profitable? Some of the best features of an unlimited wash club include: Guaranteed monthly income Increase in loyalty &…

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Posted on: June 4th, 2012

Branding

What are you looking for? Equally important, what are your customers looking for? What separates you from your competition? What makes you unique, different, and innovative? It’s you! It’s your identity! It’s your “brand”! Watching the University of Oregon play the University of California in football, the announcer stated that Oregon’s “brand” had been developed…

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Posted on: May 3rd, 2012

Common Mistakes- ‘Yeah But’ Syndrome

I 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…

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Posted on: May 3rd, 2012

Technology

I 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…

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