Southwest Car Wash Association

Dick Vitale Convention Keynote

Jose Costa CEO Forum

MESSAGE

As this issue of ADVANTAGE comes to your mail box, we are putting the finishing details on the 2023 SCWA Convention & EXPO. As you will see in the following pages of this edition the 2023 SCWA event promises to be the best yet.

Connected cameras track a vehicle from the pay station to the tunnel, ensuring that the equipment will provide the purchased services to the correct vehicle, Davy explains. Controllers also provide safety for the consumer by controlling the conveyor and other equipment, automatically pausing the tunnel when there is a problem.

In writing this message I realize I do not need to look too far to see what this past year has delivered to our industry and we have ingrained so much of this dynamic into EXPERIENCE SCWA 2023. One of the most satisfying aspects of this year has been watching the car wash industry continue to grow and evolve. Along with the growth of the industry, I have witnessed SCWA efforts to present relevant programs and events for our members.

MONITORING SYSTEMS

With the ramped-up speeds and maximum loading efficiency needed, it is easy to see the importance of proper control in the world of express tunnel washing. Integrated and cooperative monitoring systems have proven to be a profit protector for many bustling car care operations. How do modern controllers enable these monitoring systems to prevent both loading issues and damage complaints in carwash tunnels?

RYAN DARBY, SCWA PRESIDE NT

This tight control can allow for customers to receive a custom “light show” in the tunnel as well, Davy states. This feature can create a unique experience for each customer based on what was selected and purchased. Modern controllers can even activate unique signage or special lighting for any visiting unlimited wash club members.

The 2023 SCWA Convention & EXPO will include an expanded EXPO Floor featuring over 370 exhibit booths in almost 100,000 square feet highlighting the very latest in car wash, lube and detail equipment, supplies and services. The very popular Quick Talks will again be a part of the EXPO Hall including a full schedule of sessions such as –Employee Best Practices; 5 Secrets of a Successful Car Wash Manager and Make Your Self Serve More Competitive – to name just a few of the topics.

EFFICIENT PROFITABILITY

Another advantage controllers enable is to-the-inch application of chemicals. This precise application means operators can effectively control their washes’ chemical costs. When set up correctly, equipment only sprays the vehicle, not the gap between vehicles, Davy notes. This to-the-inch application continues through the entire tunnel and applies to such services as ceramic coatings, wax applications and other necessary chemistry. This universal control not only saves on chemistry costs, but it also provides customers a better wash experience.

The highlight of the Convention will be Dick Vitale our keynote speaker. Vitale’s enthusiastic style will offer a message on how we can bring passion & excellence to our business; our customers and our family every day!

As small business owners we are all busy and have much going on in our lives – so taking a couple of days away from our business can seem like a stretch. However ROI is the key and if you come away with just a couple of good ideas to make your business more profitable and successful – then it is certainly worth the time. Every good CEO will tell you time away from the everyday grind of your business is an important exercise.

I want to give you five solid reasons to EXPERIENCE SCWA 2023 – the first BIG Car Wash EXPO of the Year.

Energy efficiency can be another advantage. “Your tunnel controller also helps you save electricity by driving each piece of machinery in the tunnel, activating your vehicle frequency-driven devices and controlling signage and lighting around your facility,” Davy continues. “Additionally, your tunnel controller can help conserve energy by leaving your dryers on when multiple cars are in the tunnel, avoiding costly start-ups of the dryer system. Without wasting chemical or electricity, you are better able to control your per-car costs and make each service more profitable.”

1. Be up to date on the latest in equipment, products and services. Visit all the top car wash companies –both large and small – under one roof, at one time in a relaxed atmosphere.

2. Premier Education – learn new ideas; industry trends; business insights; new car wash innovations to impact your business immediately.

Bath points to efficient look-ahead features in a carwash tunnel that can include the controller keeping the blowers running for the following vehicle. Again, this step saves energy and creates cost savings. “There are many features that can help operators save power, water, etc. When you understand all these modern-day features, your process will benefit as well as your cost savings,” Bath says.

3. Connect with other successful car wash operators. Meet friends and attendees from across the U.S. Networking together uncovers fresh ideas and inspiration.

4. Share with others – each of us has ideas and experiences that can be valuable to others. This gives us the opportunity to make the car wash industry a better place for all.

5. Relax – Have fun. EXPERIENCE SCWA 2023 will give you a chance to mix a little business and pleasure. Start the new year on a positive note.

Here, camera systems can provide on-site tracking and help avoid delays caused by a loader, which prevents slowed productivity and missed rollers. Inside the tunnel, cameras can even stop the conveyor when the vehicle is not where it is supposed to be, Davy states. Stopping the tunnel can prevent costly accidents and the downtime they create. These anti-collision systems allow a carwash to run vehicles closer together, further increasing valuable throughput and revenue on busy days.

EXPERIENCE SCWA 2023 is February 22-24, 2023 at the Fort Worth Convention Center and offers something for everyone at any stage of your business. The full program and registration information is included in this edition or you can visit our website: www.swcarwash.org to register online.

I encourage you to come experience the power of the car wash community as only you can find at SCWA 2023.

On behalf of SCWA I wish everyone Happy Holidays and a successful 2023. See you in Fort Worth.

Vehicle proximity devices, such as sonar, help identify features on vehicles so a wash can provide a better clean, Davy notes. For example, these devices can detect the windshield location, allowing for special windshield wash services or side mirror rinses. It is also possible to identify truck beds, allowing a wash to automatically turn off devices. This can prevent too much soap from being dumped into the truck bed or turn off blowers so they will not blow debris out of the bed onto other vehicles.

FOSTER CUSTOMER LOYALTY – THROUGH ACTIVE COMMUNITY ENGAGEMENT

t just feels good to drive a clean car. What if you could give deeper meaning to that feel-good sentiment? As a business in your community, whether you’re a single-site operator or part of a larger platform, we’ll discuss how you can engage with your local community through fundraisers and other relationship-building initiatives to foster greater customer loyalty.

The car wash business is based on some of the same tenets as the hospitality industry, and the intangibles — how it feels to go there — often mean just as much as the quality of product delivered. No matter how unique owners may strive to be or think they are, most customers still view a car wash as a commodity that is largely interchangeable amongst brands. So how can you set your business apart and keep customers coming back? How do you differentiate as many markets are experiencing a period of intense growth in car washes, no doubt in part from the interest the industry has attracted from institutional investors?

Hyper-Local Initiatives

Start with your customers, you may already know them. Pay attention to what matters to them. It’s a good guess you are both members of the same community since most customers prefer a wash that is convenient and close to home.

Consider getting involved with local schools, libraries, food banks, churches, and other organizations. Sometimes, this begins organically when an owner has kids in local schools. But it can also grow by intentionally engaging with staff to see what organizations they belong to and care about. Opening this dialogue on whom to select for local sponsorships and fundraisers can be very empowering to your staff, and, as a bonus, make them feel more connected to your company culture.

If you choose to sponsor a print ad in a school sports team program, ask your staff member(s) who are on the team to be included in a photo for the ad and take it at the car wash. Highlight that you are proud to support the organization,

but more specifically you are proud to support your staff. Showing you care about your community and your staff is a two-for-one win.

Timely holiday-giving campaigns benefiting local nonprofits are another great option to connect with the community. With some planning and a few marketing materials, these can be easy to implement and highly effective. For example, Driven Car Wash®, located in the Chicagoland market, partners with a local food bank to help create sustainable short-term food sourcing for families fighting hunger. They offer a free top-tier wash for customers who donate to the food drive every Tuesday for a month leading up to Thanksgiving.

A quick reminder that your chamber of commerce members, mayor, city officials, along with local media organizations like your city newspaper or neighborhood lifestyle magazine are part of your community. Invite them to your events and let them know about your upcoming fundraisers. After the event, send a follow-up with photos and a short recap; having all the information they need in one place with visuals increases your chance of being included in a local news brief or write-up.

Partnering With A National Charity

Another way to connect with your community is through involvement with a larger charitable organization. According to the 2018 Cone Communications Purpose Study, 78 percent of Americans believe companies should positively impact society. Showcasing your support of an organization with national brand recognition can resonate with a wide audience. As an added benefit, often larger organizations will offer fundraising marketing support and additional resources available for you to use so you and your team aren’t trying to create a program from the ground up.

An example of a great national organization to consider is St. Jude Children’s Research Hospital® (“St. Jude”), which is leading the way the world understands, treats, and defeats childhood cancer and other life-threatening diseases. While St. Jude is based in Memphis, TN, the organization treats children from across the United States and works towards the goal of ending childhood cancer for all kids everywhere and has been named the “No.1 Most Trusted Nonprofit” in the Most Trusted Brands of 2022 report by decision intelligence company Morning Consult. Uniquely, St. Jude is also engaged with leaders in the car wash industry to continue creating more plug-and-play fundraising options for car wash owners, including activations that tie into car wash point-of-sale systems and other car-wash-specific initiatives. For more information about supporting St. Jude visit stjude.org/inspire.

Creating A Positive Customer Experience

No matter what fundraising or community involvement efforts you engage in, remember those are only a supplement to the customer service you provide day in and day out onsite at your car wash. Hiring friendly, serviceminded staff who love to smile goes a long way! Creating a positive customer experience at your wash opens the door for continued engagement with your customers. But to communicate with them beyond your physical property, you must capture their contact information. Prioritize customer data capture as part of your larger marketing and customer engagement strategy. Even if you don’t have an e-mail or text campaign ready to deploy today, start getting your customer’s information now so you will have it when you need it.

Customers also want to be able to easily communicate with you, especially if they have a concern or issue. This often involves the management of monthly plan memberships. As the car wash industry continues to evolve and embrace new technology services, companies focused on CX (customer experience) solutions are also emerging. For example, Retention Express offers car wash owners a dedicated, white-labeled, customer contact support solution combining human interaction with appropriate automation across all customer communication touchpoints. With so many ways your customer may want to communicate with you (phone, e-mail, website submissions, social media), having trained customer support agents represent your brand to help process monthly plans and collection of data for valuable insights across all channels can be a huge benefit in improving your overall customer experience and generating support ROI.

Conclusion

Consumers today are savvy when it comes to traditional advertising and self-promotion. They want to feel good about the businesses they support with their hard-earned dollars. Consistent involvement with local or national nonprofit organizations is a great way to show you care about giving back and being part of your community, not just about the bottom line.

While demonstrating public-spiritedness is a beneficial part of the mix, successful community engagement starts with the individual customer. Building a relationship with your customer through active communication, both on the giving and receiving end, along with excellent service, fosters a greater sense of connection and brand loyalty that keeps customers coming back time and time again.

- Lanese Barnett, Amplify Car Wash Advisors

SCWA REMEMBERS RALPH NASCA

Long time SCWA member Ralph Nasca passed October 12 at his home in Lewisville, Texas. Ralph was born on November 10, 1956, the son of the late Leonard V. and Anna (Dolce) Nasca. He is survived by his loving wife, Patti of 46 years, daughters Marcey (Jason) Rowland of Flower Mound and Nicole (Ken) Calvert of Justin. Grandchildren Tessa Welch, Bailee Calvert, Sophia Rowland and Brock Calvert. Brothers Rick and Scott. Sisters in law Maryanne Rautenstrauch, Barbara Harrison, and Margaret Koonsman. Pre-deceased by sister-in-law Diane Richards.

Ralph and his business partner, Mike Melton co-owned and ran their business, Pro-Tech Service Company for 38 years together, always considering their teammates at work family. He served on the board of the International Carwash Association and was a past member of the Southwest Car Wash Association board of directors. He authored numerous articles in industry publications. He received multiple industry

awards both locally and nationally for sales and service. Ralph was a strong supporter and friend of the SCWA Convention & EXPO through his longtime sponsorship of the convention keynote speaker.

Ralph enjoyed traveling with his family, visiting new restaurants, movie dates with his wife, and spending time with his grandchildren. He was a true boy scout, always prepared for any situation.

Ralph was known for his charismatic and jovial personality. He always had a twinkle in his eyes and a million-dollar smile. He was generous beyond comprehension, fair, honest, loyal, dependable, smart, and treated everyone with respect. He was a role model to many in both his personal and professional lives.

In his short time here, Ralph impacted many lives in a positive way and he will be missed immensely.

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SCWA is continuing to identify resources that will help members and the greater car wash community rebound stronger than ever. We believe there are opportunities to be found even in times like now. This effort will lead into the 2021 Convention & EXPO and beyond. SCWA is developing plans to expand many of these efforts in a broader and expanded role over the next several years.

The SCWA website provides resources and links as we all continue to navigate this unprecedented time –www.swcarwash.org

Here are just a few of the actions SCWA undertook:

SCWA MEMBERS IN THE NEWS

Periodically SCWA members are featured in national publications. Recently SCWA member The Wash Tub’s employee was highlighted in Professional Carwashing & Detailing.

further proceedings regarding the new DACA regulation published August 2022 and in effect October 31, 2022.

30 and Under Rising Stars: Austin Mitchan

What does this mean for those who have already been granted DACA?

• Worked with Texas Governor Abbott to have car washing confirmed as “essential businesses” in Texas.

Here are some briefs that you should know when hiring. Automatic Extension of TPS for El Salvador, Haiti, Nicaragua, Sudan, Honduras, and Nepal U.S. Citizenship & Immigration Services (USCIS) announced the automatic extension of the validity of TPSrelated Employment Authorization Documents (EADs); Notices of Action (Forms I-797); and Arrival/Departure Records (Forms I-94), for those beneficiaries under the TPS designations. This includes beneficiaries with TPS designations for: El Salvador, Nicaragua, Honduras, Nepal, Haiti, and Sudan.

• Worked with SCWA members in many other states, such as: Colorado, New Mexico, Hawaii, Kansas, Maryland and Ohio; by providing information as to the essential business nature of car washing.

While the current expiration date set for December 31, 2022, validity will be extended through June 30, 2024, provided that TPS designation is not withdrawn for individual ineligibility.

We are proud to recognize today's rising young star player, Austin Mitchan. Austin Mitchan works as a manager for The Wash Tub in San Antonio. According to his nominator, Area Director Mike Mireles, Mitchan is making an impact at a young age. Thank you, Austin, for making our industry better.

Currently, the Fifth Circuit’s decision does not affect those who currently have DACA. The decision also does not affect DACA-related Employment Authorization Documents. USCIS is still accepting and processing renewal DACA requests, accompanying requests for employment authorization, and applications for advance parole for current DACA recipients.

DACA Update

On October 5, 2022, the U.S. Court of Appeals for the Fifth Circuit issued a decision on the 2012 Deferred Action for Child Arrivals (DACA) policy. The Fifth Circuit partially agreed with the district court’s July 2021 decision declaring the 2012 DACA policy unlawful. However, the Fifth Circuit preserved the partial stay issued by the district court in July 2021 and sent the case back to the district court for

• Worked with many city and county officials to give car washes the option to open as essential businesses in local communities such as Dallas; Fort Worth; Greenville; Houston; Albuquerque. According to President Jeff Blansit, “I have been very proud of the role SCWA has played in trying to keep the car wash community working as an “essential business”. We stand ready to continue our efforts on behalf of our members and the car wash community”.

What does this mean for those who want to request DACA for the first time?

Name: Austin Mitchan Age: 24 Title: Manager

USCIS will continue accepting but not processing first-time DACA requests.

New USCIS Public Charge Inadmissibility Rule: Effective December 23, 2022

USCIS announced a final rule on the public charge ground of inadmissibility. When individuals apply to be admitted into the U.S. or become a lawful permanent resident, USCIS can deny the application if it determines that the individual is “likely to become a public charge.” The new rule effective

Workplace: The Wash Tub, S.E. Military location, San Antonio Impact: Austin Mitchan has been with The Wash Tub for almost two years and has greatly impacted the business in that short amount of time. Mitchan is from the San Antonio community and graduated from Highlands High School. Following high school, he was accepted to the Mays School of Business at Texas A&M University, where he graduated with his bachelor’s degree in business.

Kirikian Industries is in the forefront of foam washing material technology. With first hand knowledge and expertise as car wash operators, we have developed the Neoglide Technology specifically for the needs and demands of the industry. We are committed to customer service because we know and understand that customer service is the most important aspect for a car wash operator.

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December 23, 2022 will apply to applications postmarked on or after that date.

What does “likely to become a public charge” mean?

It means an individual who would primarily depend on the government for support.

Under the final rule, USCIS will determine if individuals are likely to become a public charge based on the following:

• Your age, health, family status, financial status, education, and skills;

• Whether a sponsor has submitted Form I-864, Affidavit of Support Under Section 213A of the INA, for you (when required); and

• Whether you have received or are receiving:

» Supplemental Security Income (SSI);

» Cash assistance for income maintenance under Temporary Assistance for Needy Families (TANF);

» State, tribal, territorial, or local cash benefit programs for income maintenance (often called “General Assistance”); or

» Long-term institutionalization at government expense.

Under U.S. immigration law, public charge inadmissibility does not affect or apply to some applicants. The new rule will not affect you if you are:

• Already a lawful permanent resident (in most cases);

• A refugee;

• An asylee;

• Applying for or re-registering for Temporary Protected Status;

• A special immigration juvenile; or

• Applying for or have T, U, or Violence Against Women Act (VAWA) status.

National Visa Center (NVC) Immigrant Visa Backlog Report: November 2022

Since March 2020, the COVID-19 pandemic has dramatically affected the Department of State’s visa processing times. The pandemic continues to severely impact the number of visas U.S. embassies and consulates abroad can process.

• Immigrant visa applicants whose cases are documentarily complete at NVC and ready for interview as of October 31

» 423,367

• Documentarily complete immigrant visa applicants scheduled for November 2022 interview appointments

» 38,607

• Eligible immigrant visa applicants pending the scheduling of an interview after November 2022 appointment scheduling was completed

» 384,760

For more information, please contact the experienced immigration attorneys at Monty & Ramirez LLP at 713-2894546 or via email at info@montyramirezlaw.com

- Jacob Ramirez, Monty & Ramirez LLP

Helpful: Man

Helpful: Man insurers allow you to name a third party,

insurers

from, when it should

arrive

you

rental

or property management company might send

paper checks each month. Recurring payments— including mortgage/rent, utilities, taxes (estimated income taxes and property taxes), insurance premiums… payments made to personal

GLEAM CAR WASH: A SHINING EXAMPLE OF INVESTING IN THE COMMUNITY

such as a friend or family member, to be notified if the policy is behind in payments. Bank, investment and credit card accounts. Include each institutions's name and contact phone number, account number and passwords/PINs.

household assistance providers…

other bills that

eriodically SCWA members are featured in national publications. Recently SCWA member Gleam Car Wash was highlighted in Professional Carwashing & Detailing magazine. We wanted to share this great article with our members. In a market where industry insiders are becoming accustomed to watching small operations be swallowed up by large, male dominated and capital backed mega chains, it offers a fresh perspective to see the opening of a small (but mighty), female owned and operated carwash.

This is exactly what happened in 2016, when seasoned real estate developer, Emilie Baratta, saw an opportunity to make a change in her community. The community in question, a Northwest Denver, Colorado, neighborhood, lacked a sophisticated carwash operation, and Baratta swooped in to provide this service, while also helping the greater good through inclusivity and care for the planet. So begins the story of Gleam Car Wash.

‘Green car wash’

Gleam Car Wash is a flex-serve operation that offers

Financial professionals you work with. This could include a tax preparer, estate attorney, financial planner, investment adviser and/or trust officer. Provide phone numbers and e-mail addresses. These pros might be able to help the agent answer questions about your finances— though likely only questions related to their specialties. In addition to keeping this list with your plan, give it to loves ones so if all else fails, these people can piece together

Provide your full name, mailing address, email address and phone number(s), date of birth, Social Security number and mother's maiden name. If you were widowed within the past five years, clude your late spouse's personal info, too. Photocopy your driver's license and health insurance/Medicare card

Provide your full name, mailing address, email address and phone number(s), date of birth, Social Security number and mother's maiden name. If you were widowed within the past five years, clude your late spouse's personal info, too. Photocopy your driver's license and health insurance/Medicare card

Confirm that your financial guide is understood and properly stored. When you hand your guide to your financial agent, ask him to read it in your presence so

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that stands out the most on GleamCarWash.com is the brand’s commitment to sustainability. In fact, after entering “Gleam Car Wash” into the Google search bar, the first link that pops up reads, “Gleam Car Wash: Denver Full Service Green Car Wash.” And the Gleam team isn’t just using green as a marketing strategy — it has truly revolutionized what an environmentally friendly carwash can achieve.

According to Baratta, “[Our] motors have [variable frequency drives] VFDs, LED lighting dominates and waste streams are seriously monitored — the carwash recycles and composts.” Notably, Gleam is also home to 41 kilowatts of solar paneling on the roof of the carwash tunnel. A quick calculation shows that Gleam’s solar power will produce 160 kilowatt hours (kWh) per day, factoring in an average of four hours of sun a day. For context, according to How Stuff Works, a central air conditioning (A/C) system in the average U.S. home uses 10-30 kWh a day — meaning Gleam’s solar energy could provide A/C to roughly five homes every day. Obviously a carwash uses more energy than the average residential property, but the numbers are still hard to ignore.

Gleam also is home to an electric vehicle (EV) charging station, a trend seen more often at modern carwash sites. In the spirit of this business’ mission of helping the greater good, Gleam offers its Level 2 EV charger at no additional cost to customers.

In addition to the energy efforts put in by Gleam Car Wash, the team also strives to save as much water as possible.

Baratta reports that the carwash captures up to 90% of the water used in the carwash tunnel. She also states that each wash uses roughly 10 gallons of potable (drinkable) water, and the additional gallons used comes from the non-potable or reclaimed water that is collected and treated on-site.

Diversity and Inclusion

During the early days of Gleam Car Wash’s inception, the leadership team knew it wanted to implement unique and inclusive hiring practices. “Gleam believes in doing the right thing,” shares Baratta. “Not only does the business take environmental stewardship very seriously, but 20% of Gleam’s staff is comprised of individuals with intellectual and/or [developmental] disabilities (IDD).”

She also adds that this unique aspect of the business was not prompted by any governmental regulation or subsidized grant — it was just a cause the leadership team felt was important to support. Baratta now believes this has helped create stellar employee morale and even boosted the business’ bottom line.

The team also shared the feat of providing monetary support for individuals with autism and other developmental disorders. Gleam raised $15,000 during the summer of 2021 for Project Search, a school-to-work program run by Children’s Hospital Colorado, which supports “high school students with significant disabilities … to learn workplace skills and emerge from the program ready for employment.”

Gleam matched all Project Search donations from customers in July 2021. Once the 2021 Project Search program ended, five graduates were actually hired at

and above par for wash results to reach maximum efficiency. Monitoring the equipment with daily and weekly checks are a must to prevent potential mishaps or

“Speaking from the standpoint of our systems only, if completely biodegradable chemicals are always used and routine maintenance followed, quarterly nutrients need to be added to the system, and an annual filter change is

If maintained correctly, the final results provided by closed-loop carwashing should rival conventional wash quality, the NWI team states. The path to achieve this quality is not without some increased maintenance requirements and equipment costs. But, these factors should be weighed against the savings of reduced water and sewer costs to determine the feasibility and

Ideally, a closed-loop wash is using completely biodegradable chemicals, operating a true restoration system that removes chemicals from the water and following the manufacturer’s required maintenance, Gibney concludes. If so, customers will not be able to tell any difference in wash quality compared to the use of fresh water.

By freelance contributor, Jonathan Abrams, Professional Carwashing & Detailing

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FINANCIAL

Gleam, and three remain employed at the wash a year later. Gleam also offers a fundraising program, similar to events seen at large chains, such as Chipotle, where non-profits partner with the carwash for a day. When supporters of the cause get their vehicles washed at Gleam on the day of the fundraiser, 10% of proceeds from each wash are given to the non-profit. Through this fundraising program, Gleam has assisted in raising $75,000 for various local organizations, such as schools, youth centers and other charitable organizations.

Gleaming Future

Prepare Your Finances for an Emergency Handoff

In the six years of Gleam Car Wash, the business has achieved community support, environmental feats and impressive charitable endeavors, as noted, but this doesn’t lessen the achievements found in the business’ nuts and bolts, so to speak.

According to Baratta, “Gleam is constantly adapting.” Specifically surrounding technology, Gleam is quick to update and expand equipment and customer processes. Recently, the brand upgraded from manually scanning member stickers by hand to installing an RFID recognition system.

Could someone step in and successfully manage your financial affairs if you are unable to do so yourself? Of course, you could execute a "financial power of attorney'' designating someone as a "financial agent" to act on your behalf in financial matters if you're incapacitated. But just drafting that document with an attorney, which you should do, doesn't guarantee that this relative, friend or adviser will know what to do. The issue isn't so much whether he/ she lacks financial savvy-it's that figuring out someone else's finances on the fly is a massive challenge.

Having a financial plan in place for health emergencies is especially on many people's minds now because of the coronavirus pandemic, but an incapacitating emergency could come up at any time. Here's how to prepare finances for an emergency handoff…

SIMPLIFY IN ADVANCE

The leadership team, which includes entrepreneur Elijah Williams and seasoned detailer Matthew Weston, has found great success at carwash trade shows, which always spark ideas for innovative updates to their business. At the most recent The Car Wash Show™, Gleam developed a relationship that led to the installation of all new brushes. The team also utilizes a comprehensive tracking program that allows it to analyze the performance of all the brand’s profit centers.

Gleam has quite a few profit centers, too. The detailing business alone is “robust,” according to Baratta, but the facility also features a shop that sells local goods, pre-

Consolidate credit cards and bank accounts. Missed credit card payments are among the most common missteps when someone takes over your finances. The more cards you use, the greater the odds that there will be a problem. Cut back to only two, if possible.

If you have multiple checking or savings accounts, consider consolidating to one of each, preferably at the same bank-more accounts mean higher odds of overdrafts. Especially troublesome are accounts with automated withdrawals or payments-easily overdrawn if no one is paying close attention. If there are lots of CDs, savings accounts and/ or moneymarket accounts at different institutions, some could be easily overlooked.

packaged drinks and snacks, and hundreds of greeting cards for patrons waiting for their cars’ wash or detail to be completed. The Gleam Shop carries 30-plus vendors’ goods, from candles to coffee, with the majority of goods coming from local makers.

In the theme of “constantly adapting,” Gleam Car Wash recently announced the groundbreaking of “Gleam II,” an express site that will also feature a detailing center that mirrors the flagship location’s operation. The biggest difference of the Northwest Denver Gleam and Gleam II in Aurora, Colorado, is that the latter will not offer interior cleaning services. Instead, Gleam II will have 20 self-serve vacuum stations. As reported on Carwash. com, “Both locations will offer various exterior-only carwash monthly memberships, and members will be able to wash their cars at either locale.”

Stick with paper statements. It's perfectly fine for you to access your accounts online, but it's easy for someone else to overlook or be shut out of your online only accounts, which may be difficult to access. Bills and statements that arrive in the mail provide a wonderful fail-safe. That's true even if the financial agent doesn't live near you-your mail can be forwarded to that person by the post office or a trusted neighbor.

There is no doubt that Baratta and team have created a gleaming business and the Professional Carwashing & Detailing team is excited to report on future developments for the growing brand.

DRAFT A ROAD MAP

Create a concise guide to your finances. Having all of your financial information in one place will save your designated agent a lot of time and greatly reduce the odds that something will be missed. Handwrite this list, or type and print it. But don't save it on your computer or send it via e-mail-that would increase the risk that this sensitive info could be stolen. Among the details to include...

As Baratta concludes, “Gleam opened in the fall of 2016 and has created 40 jobs, cleaned hundreds of thousands of vehicles and strives to produce the highest quality car, with the greenest possible infrastructure and the most inclusive possible hiring practices, in all of Colorado and beyond.” Best of luck moving forward to Gleam Car Wash.

Income sources. Note how each of your income streams arrives-pensions and Social Security payments often are direct-deposited into bank accounts, for example. If you

-Camille Renner, Professional Carwashing & Detailing

CONVENTION SPEAKERS

CONVENTION & EXPO

Dick Vitale - Thursday General Session Keynote

Vitale called ESPN’s first-ever major NCAA basketball game — and since then over one thousand games. A wide array of national magazines, ranging from Sports Illustrated, Sport and The Sporting News to People, and Travel & Leisure have highlighted his career and life achievements.

The SCWA convention attendees are in store for a great morning enjoying Vitale’s enthusiastic, passionate, sometimes controversial—but never boring—style. Known as Dickie V to his legions of fans all over America, this New Jersey native is to college basketball what fireworks and watermelon are to the 4th of July. “I’m living the American dream,” Vitale once said. “I learned from my mom and dad, who didn’t have a formal education, but had Doctorates of Love. They told me that if you gave 110 percent all the time; beautiful things will happen. I may not always be right, but no one can ever accuse me of not having a genuine love and passion for whatever I do”.

Vitale’s passion and enthusiasm have led to:

• Vitale being selected for 14 Halls of Fame

• Serving as a Famed ESPN Sports Analyst & ESPN’s #1 color analyst

• Named NSAA Sportscaster of the Year

• Successful College and Pro Coaching Career

• Inductee into the Naismith Memorial Basketball Hall of Fame.

• Recipient of the Curt Gowdy Award

• College Sports Information Directors of America - Keith Jackson Eternal Flame Award And while his knowledge, preparation and enthusiasm are unparalleled, his “Vitale-isms” have unwittingly taken on a life of their own: “Awesome, Baby!” “DIAPER DANDY” “THATTA WAY” “Unbelievable!”

And, it’s not all about Sports! Vitale is on the Board of Directors of The V Foundation, a non-profit organization dedicated to finding a cure for cancer and founded by ESPN and the late Jim Valvano. The organization has since raised over $130 million for cancer research. His work took on new meaning as Vitale the faced his own Lymphoma cancer scare and has recently celebrated by “ringing the bell” announcing he is cancer free.

Jose Costa - Wednesday CEO Forum

Mr. Costa is considered a “change agent” that has increased organizational performance in multiple retail and service industries. That change is accomplished through identifying and realizing new growth opportunities; developing growth strategies; hiring and developing exceptional talent; and delivering results.

Costa has served in senior executive roles for companies in a wide variety of industries including MAACO, Driven Brands, Yum Brands and Burger King. Costa has been named Executive of the Year by both the CEO World Awards and the Golden Bridge Awards®, an annual industry and peer recognition program honoring best companies in every major industry.

While President at Maaco, he was featured on the hit TV program Undercover Boss. Through his leadership roles and his business background Costa will offer SCWA convention attendees insights in critical business operations such as marketing; strategy creation; operational execution; cost reduction and revenue optimization.

The SCWA CEO Forum will be a “can’t miss” for you, your employees and your business!

Thursday Highlights

KEYNOTE SPEAKER • 10:30am Dick Vitale

The SCWA convention attendees are in store for a great morning enjoying Vitale’s enthusiastic, passionate, sometimes controversial—but never boring—style. Known as Dickie V to his legions of fans all over America, “I’m living the American dream,” Vitale once said. I may not always be right, but no one can ever accuse me of not having a genuine love and passion for whatever I do”.

• Car Wash 101

• Round Table Discussions

• Idea Exchange Sessions

• Celebrate SCWA Evening Event at Billy Bob’s

Friday Highlights

• REGISTRATION AND CONTINENTAL BREAKFAST

Begins at 8:00 am

• CAR WASH ACADEMY

Concurrent sessions offering straightforward business solutions; management strategies, and innovative car wash business ideas.

The Academy will offer topics for all car wash models & experience levels.

PLUSProfessional Detailing Educational Sessions presented by the International Detailing Association.

All Academy Sessions Begin at 8:30 am

• CLOSING SESSION - You will not want to miss!! Growing Your Business in the Next Economy Panel of Industry professionals discussing the transformation currently happening in the car wash world!

Begins at 10:30 - Adjourns at 12:15

A Plus Design Group 945

Ace Signs 951

Acquire Video Security 212

Aerodry Systems 319

Ahearn Signs 450

Airlift Doors 1000

All Paws Pet Wash/New Horizons 101

American Changer 1231

AMP Memberships 635

Amplify Car Wash Advisors 734

AP FORMULATORS 1123

Arcadian Services 1105

Ascentium Capital 721

Assured Partners 438

ASTROMATIC 941

Attlee Reatly 729

AUTEC Car Wash Systems 213

Auto Laundry News 134

AutoBrite Company 1111

Automat Washer 1150

Baker Equipment 427

Baker Equipment 434

Beacon Mobile 113

Belanger 605

Blair Ceramics 339

Blendco Systems 835

Brink Results 805

Car Wash Buildings 811

Car Wash Insurance Agency 750

Car Wash King 621

Car Wash Lights/Mile High LED 1215

Car Wash Results 126

Car Wash Superstore 717

Carwash Roller Company 921

CarwashOS 926

CarWashWorld.com 208

Cat Pumps 228

CENTAUR Technology Advisors 1030

Charger Prime Commercial 745

ChemQuest 1041

Clean World Distribution Inc. 200

Coast Commercial Credit 601

Coleman Hanna 223

Con-Serv 1209

Cooper General Contractors 822

CryptoPay 1225

D&S Car Wash Equipment 1035

Dealer Industries 139

Dencar 136

Diamond H2O 727

Diskin Systems 124

DIXMOR 1227

Dralco Systems 841

DRB Systems 204

DRB Systems 205

EXHIBITORS

DRB Systems 305

Driven Brands Inc - T5CW 1217

DSD Express 148

Dultmeier Sales 120

Econocraft Equipment 735

Elektrim Motors 552

Erie Brush 1016

Etowah Valley Equipment 1204

Etowah Valley Equipment 1205

EverWash 1117

Extrutech Plastics 129

First Insurance Services-Yeary 1100

FlexWash Technologies 236

FRAGRAMATICS MFG. 436

G&G Industrial Lighting 827

Gallop Brush 401

General Pump 112

GinSan Industries 716

Hamilton Manufacturing 935

Huron Valley Sales/PROPAK 130

IDX 1211

innovateIT Equipment 115

Innovative Control Systems 127

International Detailing Assn. 151 International Drying 527

ISTOBAL 923

J Squared Systems 1050

J.E. Adams Industries 821

Jasco Construction 341

JBS INDUSTRIES 639

Kirikian - Neoglide 116

Kleen-Rite Corp. 1127

KO Manufacturing 135

L&D Distributing 820

Laguna Industries 1017

LEAD - Manager Training 335

Mako Products - Superlok 551

Mat Wizard 108

Matrix Technologies 144

McClean Solutions 1020

Micrologic Associates 535

MIRACLE 435

MONITOR CANOPIES 114

Motor City Wash Works 145

Motor City Wash Works 245

Motor City Wash Works 445

N1 Buying Group 1221

National Car Wash Solutions 905

National Car Wash Solutions 1005 Nayax 927

Nuform Building Technologies 230

Oasis Car Wash Systems 118

Oil Changers 723

OptSpot 235

Parker Engineering & Mfg. 1229

PDQ Manufacturing 705

Petit Auto Wash Equipment 336

PetroCal Associates 1023

Premier Dryers, Signs and Vacs 807

Professional CW & Detailing 100

Promo Car Care 826

Proto-Vest Dryers 1045

Q.B. Enterprises/ Quick Dry 925

Qual Chem 845

Quest Car Care Products 216

RDM Industrial Electronics, Inc. 250

Retention Express 844

Rinsed - Car Wash CRM 311

Self Serve News 137

Sensor Dynamix 1024

Sergeant Suds 900

Signature Series by C K 924

SignSmiths 1219

Simoniz USA 545

Simple Wash Solutions 625

SoBrite Technologies 929

Sonny’s the Car Wash Factory 405

Sonny’s the Car Wash Factory 419

Sonny’s the Car Wash Factory 505

Sonny’s the Car Wash Factory 519

SCWA 104

Spot AI 823

Stinger Chemical 218

Superior Auto Extras 237

Swypit 448

Synergy Solutions 131

Tavacon 830

TECO USA 950

Texas Car Wash Equipment 1028

TEXAS MICROFIBER 931

The Insurancenter 222

Tommy’s 105

Tri-State Car Wash Supplies 936

Triumph TNT 850

Turtle Wax Pro 700

Ver-tech Labs 1034

Warsaw Chemical 550

Wash Brands 751

Wash Solutions 121

WASHALIA 837

WashCard 241

Washworld 650

Welcomemat 817

Western Car Wash Insurance 940

Willow Creek Signs 142

Windtrax 917

Yellow 1038

OVERBUILT MARKETS

operators can appreciate the simplicity and convenience of credit card payments. While some operators may object to transaction fees or monthly maintenance charges by banks or processors, these fees are outweighed by the increased revenue. Adding a credit card system to a bay will more than pay for the investment in the short term.

s everyone now knows, financial success in the carwash industry has become synonymous with the number of unlimited wash club (UWC) subscriptions that each location is able to secure and maintain. Carwash locations have even been able to transcend mediocre operational performance by signing up large numbers of UWC members. The result of this evolution into a subscription business is that the definition of an overbuilt market has changed.

Customers will spend more time washing their vehicles after this upgrade, as most credit card systems utilize a “count up” versus a “count down” charging method. Walter states that with standard cash payment equipment, the self-serve bay timer will start counting down once the minimum payment is met. Typically, there is a “last minute” alert horn that goes off as time is running down.

Also, given the huge growth in the number of new conveyor washes (reported to be at the rate of over 800 a year), understanding what elements now constitute a fully built-out market becomes even more important than it ever was.

Built-out Market Definition

With a credit card payment, the system starts counting up once the transaction has been authorized. Once the wash is completed, the customer is instructed to push a stop button to end the transaction and determine the final charge. “This method keeps the customer from rushing to finish,” Walter says. “There is no ‘alert’ horn to instinctively hurry them up. Some operators have seen average wash tickets increase by 50% versus using cash.”

The population numbers per market have come down over the years as the conveyor carwash business shifted from primarily full service to exterior express. It used to be that 50,000 people within a 3-mile radius of a proposed fullserve conveyor site was the ideal. That number has steadily gone down over the last 15 years. Today, an exterior express carwash is fine with a 20,000 population count within a 3-mile radius.

McCarty notes that years ago self-serve carwashes were called “quarter carwashes” simply because that was the only payment option available. At first, self-serve sites would have a bill changer, and eventually many operators began adding tokens. These token dispensers could process credit cards, so it provided an economical way to accept credit card payments at a self-serve carwash.

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Eventually, bill acceptors were added to the meter bay door and then credit card readers. Since some of the first credit card readers were “a little pricey,” some operators would opt for only one or two bays to accept credit cards, McCarty explains. Operators would monitor the performance and hold down associated costs. With new, affordable credit card acceptance systems, operators can economically add credit card acceptance to their self-serve bays, vending machines, vacuums, etc.

The other big change is that the number of households in a market is looked at more so than the population. The reason for this change is that the number of subscriptions per household can be projected and tracked more easily than by utilizing the population.

EVEN MORE ADD-ONS

That 20,000 population changes to roughly, on average, 7,000 households. So, the idea is that 7,000 households per exterior express conveyor carwash constitute a fully builtout market and more conveyors over that means a market is overbuilt.

A factor that can also be considered is how many additional UWC plans per household can be added to the potential number of plans per household. For the few carwashes that market, or even offer, additional family plans, the range is mostly 10% to 20% additional plans per household, according to our company’s internal research.

Sub-Markets

The most popular add-on service equipment for selfserve locations is tire shiners and air dryers, according to McCarty. Tire shiner equipment can be added in a bay or on a vacuum station. One reason tire shine is a popular add-on service is because the results are immediately visible. There is nothing like rubbing the pad on the tires and seeing that rich, dark finish; it truly accents a clean vehicle. Air dryers in the bay are increasing in popularity because they finally give self-serve customers the opportunity to air dry a vehicle. Dryers have proven hugely popular in areas with a lot of motorcycles.

When analyzing markets, there are a couple of points that need to be mentioned.

With the advancement in credit card technology, gift cards and loyalty programs are new options available for bay washes, Walter says. The credit card systems that utilize loyalty or gift card options offer customers payment flexibility. They can use these loyalty or gift cards in many different ways and on multiple pieces of equipment at the

First, analysis is most accurate when the entire metro market is subdivided into sub-markets. Although the entire market should be looked at, the fact is that deciding to buy a location needs to be looked at in the context of the

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3-mile radius around that individual location. When you start looking at sub-markets instead of the entire market, it becomes a lot more precise in deciding whether it makes sense to put another location into the area.

Second, rural areas have a much wider radius to be looked at because consumers in those markets travel longer distances for everything. The radius can be as high as 10 miles or even farther around a location, depending upon the distance to the nearby communities.

Potential Subscriptions Per Sub-Market

When it comes to seeing what the potential is per market, let’s take a sub-market of 20,000 households. The highest percentage of households that have purchased at least one subscription that we have seen is 70% — an extremely high percentage (there are exceptions as high as 85%, but that is rare). So, 70% of 20,000 households leaves 14,000 households that are potential subscribers.

A typical market breakdown might be one wash at 6,000 subscriptions, two washes at 3,500 each and one at 1,000 for a total of 14,000. One wash is doing fantastic; two are very happy with their numbers; and one is seeing UWC sales making a small contribution to their revenue.

How would you like to be the fifth conveyor to build in this market? Not really, you say … you got that right.

At 7,000 total households per conveyor, the chance exists to get to approximately 5,000 UWC members. That is the minimum number that should be looked at as a goal. Why? Because it has been proven that this number of 5,000 makes it very hard for competition to lower the volume of the existing wash at that number.

If too many competitors come into a market, they will most likely stop the carwash from growing its membership but will likely not take much membership away unless a newer wash is a far superior operation. This, so far, is a rare occurrence. The wash that is first in has the advantage in any market.

Negative Factors Impacting UWC Sales

In addition to the raw number of households, there are several other factors that can make a difference in subscription sales. These factors include poor locations, a single location battling a chain dominant in a market and pricing significantly above the market.

More washes have been built in poor locations than I have ever seen in the past 30 years. The rush to add locations because sheer numbers have increased the business valuations is the cause. There appears, at the time of writing this article, that this practice is losing steam but there is still a large number being completed. One of the reasons that this has occurred is connected to the next factor already mentioned — how some chains have been successful with less than A-rated locations.

When a chain is dominant in a market in terms of the number of locations and brand strength, there are examples of sub-optimal locations that are very successful. These locations are usually near strong retail markets, usually lack visibility, but benefit from extensive marketing from the larger organization. A single location does not have this advantage and will usually suffer a lot from a poor location.

Finally, as in all businesses, unless a company has a demonstrably superior service or product, being significantly higher in price will usually reduce the volume of business.

Positive Factors Increasing UWC Sales

In contrast to the last item mentioned, pricing below the market is a tremendous advantage, especially at the lower end. Some of the most successful chains in UWC sales have either had their everyday pricing lower than their competition or had a significant reduction in price for up to six months as part of an opening strategy. In the case of carwash subscription sales, this works well for several reasons.

can attest to the exponential increase of technology inside facilities since the dawn of professional carwashing. From automated pay stations to modern wash media to effective drying systems, the pace of technical advancement has been astounding.

First, obviously, the number of members builds a lot more quickly. Second, most competitors have a higher monthly starting subscription. Having a lower base wash subscription than the competition helps build the membership much faster.

This continued development has created across-theboard change in the car care industry. Speed is king, and wash cycle speeds have surged as daily vehicle counts have climbed. But, this process of acceleration also ushered in the expectation of new services and improved wash results. Now, both tight timing and effective operation have become important for every wash cycle performed.

In addition to a higher number of UWC members, delivering superior service at the location increases the membership as well. Keeping the conveyor tunnel clean, equipment running smoothly, processing customers quickly and smoothly, and having a clean-cut, smiling, and co-operative staff all make a difference in attracting customers.

Training Makes A Difference

One element that makes a difference both ways in an overbuilt market is whether or not the customer service attendants out at the pay stations are trained. If they are not trained, it is almost certain that membership will go down when the market is overbuilt. If the customer service attendants are well trained, it is likely that the growth is over, but membership can be maintained at the level it reached before excessive competition came in.

To maintain pace in this hyper-competitive market, every owner must stay current on the capabilities of today’s carwash control systems. Often called the “brain” of the modern carwash, these carwash controllers connect the different phases of automated operation. Wash equipment, business systems, HR functions and more communicate and share information. Only by learning about this technology and implementing industry best practices can a carwash owner hope to ensure dependable and profitable operation.

KEEP IT MOVING

Well trained means there have been elements of classroom training, role-playing practice, modeling interactive behaviors, coaching until the skills are acquired and continual follow up to keep people on track. That is very different from “go watch Jamie do it for a while.”

Brian Bath with Innovative Control Systems notes that the newest carwash controllers allow vehicles to be processed faster than ever before. High-volume express

Unmatched

washes depend on functional speed and accuracy, and these important factors are generated by the best integrated controller and management systems.

Key Conclusions

Here are some conclusions and advice when looking to compete in this evolving professional carwash market:

The list of ways a controller keeps a carwash moving is impressive. Model controllers across the industry have very efficient abilities that allow bumper-to-bumper washing while providing precise results. Bath points out that new controllers do this by allowing different types of automation, like raising the roller, to maintain a regular flow of vehicles.

1. Being one of the first two or three washes in a metro sub-market provides the opportunity to win. Being early on creates the most opportunity for high subscription sales, resulting in volume protection.

2. Avoid secondary locations. Without market dominance, this can be disastrous.

3. It is a safer strategy to build more locations in a market where dominance already exists with you, rather than entering a new market with strong competition.

4. Always be price competitive in your market and, ideally, slightly below market.

Today, car-per-hour conveyor speeds currently vary in the industry — speeds of 150 cars per hour up to even 220 cars per hour are common across the express world, Bath reveals. The large tunnel properties where operators have 20-plus vacuum spaces have really pushed up speeds and profits across the board.

5. Continue to work on and improve your overall customer experience. Once the entire market is built out and serious price competition occurs for a period of time, the quality of the experience will determine who shows up in the winner’s circle.

Overall, carwash tunnel controllers help operators dial in their profits and provide a clean, dry and shiny vehicle, according to Todd Davy, senior vice president of sales for DRB Systems. Other advances that modern technology allows are integration of a controller and a point-of-sale (POS) system. To this end, the controller communicates with the POS system to make sure every customer receives the wash services for which he or she paid.

It is still early on in this race to expand and consolidate the exterior express segment of the carwash industry. Be prepared for a built-out market by being better at providing a great customer experience and seriously considering the advice outlined in this article.

- Steve Gaudreau, Brink Results, LLC

Time-wasting and costly rewashes can become a problem if a vehicle receives the wrong services. Modern controllers work with other systems to address this issue.

BE THE LEADER WHO INSPIRES

n 1961, President Kennedy set for the US the goal of landing a man on the moon by the end of the decade. According to an oft-told story, during a visit to NASA, Kennedy happened upon a janitor and asked the man what he was working on. The janitor replied. “I’m helping put a man on the moon.” This man’s role was sweeping floors, yet he was so inspired by Kennedy’s words- and NASA’s mission that he adopted this purpose as his own.

Inspirational leadership is tremendously valuable...and tragically rare. A recent study by consulting firm Bain & Company found that employees who feel inspired are 56% more productive than those who feel only engaged... and 125% more productive than those who feel merely satisfied. Yet multiple surveys have found that few employees consider their bosses inspiring. This isn’t just a problem among bosses-the people who head community organizations, extended families and friend groups also are unlikely to inspire.

Good news: Inspiring people does not require natural charisma. Inspirational leadership arises from a set of behaviors that anyone can learn. If you put these behaviors into practice, people will want to spend time with you and help you achieve shared goals-whether you hold an official leadership position or not.

Five key behaviors that can help anyone become an inspirational leader....

1: Model the traits you hope to inspire in others. Whatever you want the people around you to be, first be that yourself. If you want hard work, first work hard...if you want humility, first be humble. If you fail to do this, anything you say on the subject will lack credibility. As the philosopher-physician Albert Schweitzer said. “Example is not the main thing in influencing others. It is the only thing.”

Example: A CEO who hoped to inspire accountability

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in his workforce sent an e-mail to the company’s 1,000plus employees asking them to cast anonymous votes to determine if he should continue as the CEO. A remarkable 97% voted yes, no doubt in part because they were inspired by the accountability he modeled when he put his career in their hands.

2: Be trusting and trustworthy. Leaders must be trustworthy to inspire the people around them. But what many people miss is that leaders must be trusting.

Look at it this way: Two trustworthy people can meet and fail to form a bond-a meaningful relationship is created only if at least one is willing to extend trust to the other. This isn’t easy-trusting can feel risky. We worry whether the people we trust will disappoint or betray us. That risk is real, but not trusting people can carry an even greater riskwe miss opportunities to form lasting bonds and to inspire people to reach their full potential. Think back to when someone trusted you when others might not have - perhaps a parent assigned you an important task when you were young or an employer gave you an account when you were starting your career. You probably were inspired to do the best you could to prove that this trust was well-placed. When you extend your trust to people, they are likely to feel similarly inspired. They’re also likely to think of you as someone who sees their true potential and value, which can be hugely inspiring in a world where most people feel overlooked and undervalued. An economics professor at University of British Columbia found that having a relationship of trust with one’s bosses is a better predictor of life satisfaction than even good health or high income. Trusting people does not mean trusting them blindly, however - it’s important to clarify and communicate your expectations from the outset.

Example: After the pandemic normalized remote work, global corporation Siemens issued a policy that read, in part, “We trust our employees and empower them to shape their work themselves so that they can achieve the best possible results.” But this policy also established parameters, noting that employees could “work from wherever they are most productive” for an average of two to three days a week. Siemens trusted its employees to work remotely but made sure they understood that productivity was expected and five days a week remote work would not be the norm

3: Figure out what inspires you.

It’s difficult to inspire others if you don’t feel inspired yourself - yet many leaders get so caught up in their day-to-day efforts that they never consider this. Reflect on questions such as: What excites me?... What makes me

want to get up in the morning?...and What’s my “why”? Your answers might be related to career, family, friends, community or something else entirely.

4: Encourage others to figure out what inspires them. During private conversations with your employees, children or anyone you hope to inspire, mention that you’ve been working out your own purpose. Share with them the answer you’ve come up with and that identifying this has brought greater direction to your life. Then ask, “What’s your purpose? What inspires you?” Be wary of answers that seen to be what this person suspects you want to hear, such as, “My passion is working for you. Instead encourage thought on the subject.

Simply raising this topic might help you achieve the status of inspirational leader in some people’s eyes. By sharing something as deeply personal as your true purpose, you strengthen the connection that people feel with you...and by taking an interest in their purpose, you show empathy that people tend to consider meaningful. If these people have revelations about their true purpose as a result of your conversations, you might forever be linked in their minds with that true purpose.

What’s more, once you learn what people consider their true purpose, you can take steps to help them achieve it. Example: You might assign people tasks in line with the purpose they shared with you...or give them gifts related to this purpose, such as books on the topic. Even modest gestures will encourage people to see you as someone who truly understands what makes them tick... and as an ally who’s willing to help them achieve their true purpose. That can lead to loyalty that lasts a lifetime.

5: Foster a sense of belonging and inclusion in groups. Some people mesh naturally with groups, but others need help. If a group member isn’t speaking up, ask for his opinion... if she is sitting on the sidelines, ask for her assistance...if someone is new to the group, introduce him. You can do these things even if you’re not the group’s official leader. A sense of belonging is what transforms groups into teams... acquaintances into friends...and neighborhoods into communities.

Also try to connect the group to some meaningful purpose. Example: If you’re serving a leadership role in a company, you might discuss how the company’s products or services improve its customers’ lives. If you’re a leader in a social club, you might share stories of the club’s communityimprovement projects or scholarship program. When people feel connected to a group that’s doing meaningful work, everything they do for that group can seem meaningful. Like that NASA janitor, they will feel they’re sending a man to the moon by sweeping the floor.

- Stephen M.R. Covey, CoveyLink

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SECRETS OF THE WORLD’S GREATEST NEGOTIATOR

wash site. If designed properly, operators can put the gift card swipes in the bays, on vacuums, vending machines, air machines, mat cleaners and other compatible equipment. This gives customers the flexibility to use any piece of equipment on the property with a single card.

“If a customer has to choose between a site with swipes only in the bay versus a site with them on all pieces of equipment, I think we all know where they are going,” Walter says. “Keep in mind, customers choose a wash for many reasons, but two of the top reasons are speed and convenience. Both of these are achieved with the abovementioned flexible payment options.”

• Does the wash have doors on the bay, and are they closed on cold days?

Once a customer is relatively comfortable in the bay, other additional profit opportunities can be evaluated, Walter notes. Outside of the basic meter box functions, offering carnauba-based waxes, air dryers or ceramicinfused products can help keep customers in the bay longer. As previously mentioned, offering multiple forms of payment can increase revenue and maximize profitability. McCarty explains that there are several ways for operators to push a site’s profitability. Wash appearance is the first consideration, and operators should:

CREATING PROFITABILITY

To push profitability on a self-serve site, Walter suggests that operators find ways to keep customers happy and in the bay longer. Self-serve owners should remember that they are in the business of selling time.

Walter shares some questions operators should consider:

• Are the bays clean and well-lit?

ne of the big challenges now that pandemic restrictions are mostly gone is dealing with people again. Isolation during COVID and the divisive force of social media have ruined friendships, estranged families and made it hard to resolve conflicts and forge civil agreements about...well...everything. It may be time to try a little Herbie Cohen. Cohen is the legendary negotiator who helped resolve many of the world’s headline dramas over the past four decades. He advised the White House during the Iran hostage crisis and during the Strategic Arms Reduction Talks with the Soviet Union. He helped settle an NFL players strike...a Major League Baseball umpires’ strike... and a New Orleans police strike. He has trained FBI and CIA agents and Apple and Google executives in the art of negotiation.

• Does the gun or wand leak all over the customer?

• Do you have good pressure, soap, wax and presoak in the bay?

Herbie Cohen’s son, Richard, had a ringside seat to it all, and he has captured some of Herbie’s best secrets in a new memoir, The Adventures of Herbie Cohen: World’s Greatest Negotiator. Rich says his father popularized the

• How do the chemicals smell and look on the vehicle?

• As an operator, how would you rate the experience in the bay?

• Make sure carwash bays are clean

• Make sure trash cans are emptied

• Make sure no weeds are growing around or in the wash.

term “win-win” in the 1960s and lived that philosophy whether he was in nuclear arms talks or buying his teenager a used Toyota. The idea is to get what you want out of a situation by being psychologically shrewd and emotionally tough and by leaving the other side content. No situation was ever hopeless for Herbie, no matter how divided the parties. There always was a connection to be made, a compromise to be struck.

One of Herbie’s trademarks was wearing two watches, one on each wrist - a quirky but effective reminder for him that everyone’s perspective is valid. “A man with one watch thinks he knows the time.” he’d explain, “but a man with two watches knows he can never be sure.” Bottom Line Personal asked Richard Cohen for other Herbie aphorisms that can help you negotiate better outcomes in all kinds of situations... “Dumb is smarter than smart.”

“You never get a second chance to make a first impression, so make sure the carwash facility is nice, clean and inviting,” McCarty says.

Inside the bay, operators should make certain that the functions are working as they should and that the equipment is delivering plenty of chemical for each, McCarty recommends. This ensures a wash is giving customers their money’s worth. Next, ask the chemical provider for products with vibrant colors and great smells. Customers will spend more time in the bay spraying on chemical products that look like they are “painting the

The most powerful phrases in any negotiation are “I don’t understand. Help me.” and “You lost me. Could you repeat

that again?” Reason: Ceding power actually gains you power. It turns your perceived weakness into a strength, disarms the other side and gets them working for you, especially if you are dealing with stubborn opponents who feel superior to you. Admitting ignorance, even if it’s a bit feigned, is flattering to the other party because you are showing your vulnerability, humility and openmindedness.

“Care-but not that much.”

It’s important to stay a bit detached during a negotiation. If the other side senses that you are operating out of desperation, they likely will harden their positions. Example: In 1979, Iranian militants stormed the US Embassy in Tehran and took 66 Americans hostages. The White House brought in Herbie Cohen, who felt that President Jimmy Carter had exuded weakness - he emboldened the Iranians and their bargaining power, first by becoming obsessed with a peaceful resolution, then by launching an aborted military rescue mission that resulted in eight dead US servicemen whose bodies were paraded before Iranian TV cameras. When Herbie met with President-elect Ronald Reagan, he suggested making a tough statement on Iran to drive the hostage takers to deal with Carter. Reagan told the world, “I don’t think you pay ransom for people that have been kidnapped by barbarians.”

Most of the hostages were released several minutes before Reagan took office in 1981 (13 had been released in November 1979...one released in July 1980).

“A nose that can hear is worth two that can smell.”

Herbie said that being a little unusual when negotiating is as important as being qualified. Example: When I was considering going to graduate school, Herbie sent applications on my behalf, without telling me, to Cal Tech and MIT. When I found out, I protested, “Do you realize I have taken only a single math class since high school?”

Herbie responded, “That’s the thing. They’ve never seen an application like yours. The admissions office looks at genius kid after genius kid. Then your crazy application pops up. It makes no sense. It’s strange. It’s a nose that can hear! Kids at those schools have been the smartest in every room since fifth grade. Suddenly, for the first time, they’ll be surrounded by kids just as smart. They’re going to need someone to feel superior to in math - that can be you!” I did not end up going to any of the schools that Herbie applied to in my name, but he always said that I was accepted to two Ivy League schools because I was such an oddball applicant.

“Solve the problem...don’t dole out justice.”

Even if negotiations become cutthroat, it’s never a zero-sum game. You mustn’t let the other side walk away feeling defeated if you want good long-term results. One of the big failures of Herbie’s career happened when he ignored

his own advice. Back in the 1980s, he was approached by the town leaders in the Chicago suburb of Glencoe, Illinois, where we lived, to negotiate a deal to wire the town for cable television. Herbie took a loathing to the representative from the cable TV company, but they bargained ferociously and agreed to a great long-term deal for several towns on Chicago’s North Shore. But the company ultimately rejected the lopsided deal and actually refused to provide cable TV to the town for years. My teenage friends and I blamed Herbie for making us grow up without cable. He said that he had saved us from a childhood staring at the screen and that we should be thanking him.

“Make it a game.”

There comes a point in most negotiations where you get bad or unexpected news that can leave you feeling powerless. But bad news is just a call to mix up your approach to stir progress. Don’t become fixated on a particular result-that tends to lead to all-or-nothing outcomes. Goals can change, and you can wind up with something far better than you imagined. Example: In college, I captained and coached a summer league softball team. We were so bad that several teammates asked Herbie to take over as coach. He started shuffling the batting order, moving the players to new positions and devising eccentric defensive shifts. If the batter was a ground-ball hitter, he would leave one defender in the outfield and move the other eight to the infield. We were the laughing stock of the league...but we started winning and made it to the playoffs. In the first playoff game, bottom of the ninth inning, we were up by one run. The other team was batting with bases loaded but down to their last out. Herbie walked out to the mound and ordered our pitcher to walk the batter. I went berserk “We need one more out to win, and you want to intentionally walk in the game-tying run?” Herbie said the batter was too dangerous. It was better to tie the game and take our chances in extra innings. I fired my dad as coach and had our team pitch to the batter. Result: He hit a grand slam home run and knocked us out of the playoffs.

“Slow down time.”

Negotiations nowadays are accelerated. Everyone expects an immediate response to their urgent text, tweet or post. But Herbie loved using time, boredom and silence to his benefit. “If you don’t like how things are going,” he used to say, “wait.” Example: Several years ago, my wife and I wanted to buy a house. We immediately met the seller’s asking price. “Wrong!” said Herbie. “The sellers won’t be glad. They’ll think, Damn! We set the price too low.” Later, after our offer for the house had indeed been rejected, Herbie explained that the sellers weren’t just looking for the best price. They needed to think they’d gotten everything possible out of us. They would have taken our asking price if they thought they had stretched us beyond our limit.

-Richard Cohen, Bottom Line Personal

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