Leadership Industries Carwash Consulting & Training

From Tunnel Vision to In-Bay Bliss: A Car Wash Confession

Mon, 07 Apr 2025 19:56:31 GMT

Is there something that the Car Wash Business doesn't want you to know?

Well, this post has been banned from certain forums. May want to ask yourself why.

From Tunnel Vision to In-Bay Bliss: A Car Wash Confession

The car wash industry is evolving, and what worked yesterday might not be the best path forward. On a recent episode of the Subcon Sales Podcast, Jason Hayes spoke with Chris Reed of United Auto Wash, a former tunnel operator who has found a new perspective and a better lifestyle in the world of high-volume in-bay car washes.

Tunnel Troubles: A Thing of the Past?

Chris, a 30-year veteran of the car wash industry, started his career at just 16. He quickly became hooked, working long hours and learning the ropes from great mentors. He eventually managed multiple tunnels, grappling with staffing issues, maintenance headaches, and the constant pressure to maximize volume.

“I used to have 20 employees,” Chris recalls. “At one point, I was managing 35 people at three tunnels!”

Jason pointed out the obvious: Chris, with a total of three employees (including himself), is now running more cars through five locations with ten bays than he did managing those three tunnels.

“I never thought of it that way,” Chris admitted.

The Membership Revelation

Chris’s journey took a turn when he embraced the membership model. Initially hesitant, he saw the potential to create a loyal customer base and a more predictable revenue stream. The turning point came with the introduction of kiosks and gates, streamlining the process and making it easier for customers to join.

“Once we had the gates, you just see how that works,” Chris explains. “You have a customer in one lane hunting and pecking on the pay station, and in the other lane, three cars have gone by.”

From Tunnel Snob to In-Bay Advocate

Despite his tunnel background, Chris found himself drawn to the in-bay model. He saw an opportunity to create a high-volume, low-labor operation that offered a better quality of life.

“It’s been the best decision I’ve ever made in my working career,” Chris says. “Going from tunnel to in-bay, learning how we can do the memberships without people... It’s exactly what I needed in my life right now.”

The Convenience Factor

Chris emphasizes the importance of convenience and consistency. Customers want a fast, reliable wash experience without the hassle of long lines or complicated payment systems.

“When the customer comes on the lot, we need them to know how long they’re gonna be here,” Chris explains. “They need to look at our lot and we need to be consistent enough to say, ‘Okay, that’s five minutes. I have that time.’”

He also notes that customers appreciate the touch-free experience and the ease of use of the in-bay system.

No Claims!!! The Power of a Clean Car (and a Clean Business Model)

One of the biggest surprises for Chris was the reduction in stress and claims. With the in-bay model, he’s able to focus on customer satisfaction and operational efficiency without the constant worry of equipment malfunctions or damage claims.

“I hated dealing with those,” Chris says of his tunnel days. “That has been the most stress-relief part of the job is the claims. It’s been wonderful not having that.” In fact, in two years, Chris has paid out zero claims.

The Future of Car Washing

Chris believes that the in-bay model is the future of car washing, offering a better balance of profitability, convenience, and quality of life. He encourages tunnel operators to consider the transition, especially as they approach the later stages of their careers.

“It’s such a good transition,” Chris says. “You still have your memberships, you still have that feel of doing a lot of volume, but you just don't have the stress that comes with it.”

Key Takeaways

Convenience is king: Customers value a fast, easy, and hassle-free car wash experience.
Memberships are essential: Create a loyal customer base and a predictable revenue stream.
Automation is the future: Embrace technology to reduce labor costs and improve efficiency.
Simplicity is key: Focus on doing a few things well, rather than trying to offer every possible service.
Happy customers, happy life: A less stressful business model leads to happier customers and a better quality of life for the operator.

The car wash industry is changing, and Chris Reed is proof that there's a better way to wash cars and run a business. By embracing innovation and focusing on the customer experience, he’s found a winning formula for success.

Watch or listen to the full interview below.

https://youtu.be/U-F3jEaXdbo?si=Uj5_SHkX5lN_cSlb

https://open.spotify.com/show/47QHMO8p4KTseHRDBRv8aj

https://podcasts.apple.com/us/podcast/the-subcon-podcast/id1785403494

Market Share

jhayes1776@gmail.com (Jason Hayes) — Thu, 13 Jan 2022 12:24:56 GMT

Why you need to get market share, now.

You need to get Market Share, now.

Why you very well may lose your wash during the next downturn, and how to stop it.

This post is not for the weak hearted, but it’s necessary. A real friend, as they say, will tell you the truth, even if it’s uncomfortable.

The truth is many of us have had it way too easy. The ease of this model, monthly recurring revenue and how customers love it and are “hooked” to it, has made MOST owners very complacent, overconfident, and have given a false sense of security. When the economy dips, and it will dip, only those who went all in with urgency, humility, and skill will survive.

At the moment there is “enough business for all of us”, at the moment. The reality is, for anyone willing to take the time to study, many items of daily life have gone up not 6%, but more like 20-30% and more. Used cars, food, consumables, labor… it’s all going up significantly.

So when the average family has to start cutting expenses, oh and btw many have the opportunity to drive less, or even go down to one vehicle as they work from home, do you think they are going to cut calories out of their diet? Do you think they’re going to cut their Netlix and Disney+ subscriptions, they’re gaming or entertainment of any kind? No, because that’s not what societies do when finances get tight.

Typically, necessities of life (discount stores), food (obviously), DIY stores (home depot’s), sin and escapism (alcohol, sweets, and entertainment), these are the industries that thrive, your wash isn’t one of those.

Now I’m not saying washes won’t survive, many certainly will. But when your town has 5 of them, or 25 of them, chances are only a percentage will make the cut. There is only so much disposable income to go around, and when things tighten, inevitably businesses will fail, especially oversaturated ones.

Scared yet? I hope you’re at least concerned. This is very real.

To survive, you need to be the alpha, you need to get market share, and you need to get it NOW.

How does one get market share and become alpha? Here are a few key points and fundamentals:

Look professional and have a SAFE environment that is well lit.
Uniforms
Clean Lot
Lighting and visible from the road.
Great sign that says (CAR WASH) as big as possible, worry about branding after they get on the lot (slight variation for multiple sites).
Most of you are invisible to daily traffic.
“But everyone knows we’re here!”
No, no they don’t, and when you get a good sign you’ll realize that.
Electric signs are overrated, read my post about negative space to help shed some light on that (no pun intended).
Do less, BETTER
Stop trying to be everything to everyone, offer less options, do less “things”, but do those things better and with excellence. It’s just a more efficient way of operating.
This doesn’t mean to ignore what the customer wants, it means to focus on what the majority want, and do it better (hint: trained friendly people, clean car, FAST)
Interact with every customer possible and SELL MONTHLY’s
This is not an exaggeration, MOST, absolutely MOST washes can have double the members they currently have if they applied themselves better, which is the whole reason for this specific writing.
Be proactive in your community
Work with the schools, veterans, and/or any other organizations you can think of and link yourself tightly to the community. Small gestures can go a long way.
Do fundraisers at least a few times a year.
Get more efficient
I know “your customers love prep.” But you’re going to have to figure out a way to do it more efficiently and cut some labor.
Be prepared to sacrifice and have cash
No one wants to hear this, but you as the owner may have to take a pay cut, maybe even a significant one. Be prepared to do that for the long term goal. If/when a pullback happens, outlasting the other guy is one thing you need to do.

For those of us who are a little seasoned in retail business, we’ve been through this before. I hate to be the one to bring this up, but it’s absolutely necessary for those who want to take this seriously. In my opinion, we could lose up to 50% of these types of businesses. When this happens, while the market share in general shrinks, as businesses (washes) go under, you can grab a portion of their market, long term, this will be a benefit as the economy grows again, though it will change. Get the market share, get the market share, go out and please get the market share, it’s absolutely necessary.

Many may not agree with this post, and that’s okay. The absolute best thing that can happen to you and myself, is for me to be wrong and this post to be unnecessary. I’ll embrace that any day. However it’s better for all of us, if you prepare as if it is going to happen, there is no negative to this besides some hard work and intention. Good luck.

Leveraging Negative Space

jhayes1776@gmail.com (Jason Hayes) — Fri, 31 Dec 2021 19:58:52 GMT

Less is more when it comes to communication and signage.

Leveraging negative space

We often hear stories of customers not reading signs. Why do you think that is? Well here are a few reasons and how to help with that.

1. People are moving a 2 Ton vehicle in an inconsistent environment.
Most of us can drive fairly efficiently without much brain power, however, our brain starts to use much more energy when the environment is interrupted or inconsistent. When pulling into a business where it’s stop and go, cars pulling in, cars pulling out, people walking around, etc., our brains are on full alert to not run over anyone first. Granted people may be looking for their wallet or phone as well, but this just adds to more distraction and brain power load.

Because of this, they will not pay much attention to your signage, and when they do look, if it’s any more information than what’s absolutely needed, it will only cause frustration on a subconscious level which adds more stress to brain power, and in turn gives patrons a negative “feeling” of your establishment right of the bat.

2. Our attention spans are getting measurably shorter due to social media and overstimulation of electronics. Most don’t have time for the details and trying to navigate details will just lead to frustration, same as above.

3. Many businesses have submitted to the urge of trying to “show everything” or “get extra” with every sale. Another factor related to this is also showing signage of every liability possible and how they’re “not responsible IF/FOR.”

I’m not saying there isn’t a use for these at all, but bringing signage to a minimum will lead to less frustration and more sales/Monthly’s. Why? Because people who are less frustrated and confused feel “safer” with the choices they make due to CLARITY. Clarity = happy customer = easier to sell to = more likely to become an advocate for you.

Suggestions:

First of all I’m using the term “Negative Space” not as defined in artistry, but all the space being on location or on signage, flyer, etc. that isn’t giving a message. When you create more “Negative Space” the message you want to convey will usually come across clearer.

Why? The mind takes in everything, especially the subconscious, which if you’re in any business, the subconscious is what you’re really trying to penetrate as it’s the most powerful part of the brain that triggers decisions (ie: purchasing).

The more blank and negative space you can intentionally create, the more clear the message will be. For example: If your employees are wearing all black, every time, then that is less for the mind to worry about, when they present a flyer, the flyer will stand out. If you have less signage, and the colors of the signage are clear and bright with less wording, the message will be more clear.

If you have employees wear all black, less signage, and the signage with less wording and options, the focus of the whole operation of traffic flow starts to become much easier for the patron.

To reiterate, easier equals lower stress levels, lower stress levels equals less defense mechanism in the mind (stress, fear, defense… all similar), less defense mechanism stimulation equals WAY easier to sell to.

I know I’m just talking about signage here but if you’re keen you can see how the principles behind it can be applied to the rest of your business or wash.

Conclusion Cliff Notes: Use as few options, words, sentences as possible with signage outside the tunnel. The less you use, the more people will actually read what you DO have.

The goal is to “Present.”

Using Temporal Landmarks (Life Events) to Gain Customers

jhayes1776@gmail.com (Jason Hayes) — Fri, 31 Dec 2021 19:40:32 GMT

How to gain customers with new "Life Events."

Happy New Years!

Here’s how you can use the timing of events (such as New Years) to your advantage.

I’m going to jump right in. As usual I will try my darndest to explain some fairly deep material briefly, just know that this practice comes at a cost, and there is “more to it” than what I’m conveying here.

Leveraging Temporal Landmarks can increase your customer loyalty and gather more “Unlimited Sales”.

Temporal Landmark: “Transition points of a social timetable (e.g. the start of a new week, month, year, or semester), momentous life events (e.g. a birthday, a wedding), or significant public events (e.g. a national election).” -sciencedirect.com

As you hear me say in just about every post, targeting our base programming (the subconscious) is much more effective in business and relationships than working specifically toward “logical” dialog with people.

On a basic programming level, we are more likely to get into a “habit” during “Temporal Landmarks” of our lives. When we come in on the 1st of the month, or week, or year, we are more vulnerable or open to try something new and making it a habit.

Regarding car washing, while the above is still true, even more true is when someone purchases a new vehicle, which is a significant life event for most people.

There are a myriad of events that can trigger a Temporal Landmark in one's life. New baby, new gym membership, new job, a raise, significant other, a break up, and the list goes on and on.

Our goal for those of us focused on “Unlimited Monthly Plans” is to invite people to make washing their car a habit. All of the above events can help us with that invitation. A car wash can mean different things to different people. Some find it soothing like a spa, the only time of day they are away from the kids or work and can accomplish something tangible in a crazy hectic world. To some it may be a status to always have a clean car. To others it may be a social dopamine hit to interact with new people at the vacuums and their trusted friends at the pay-stations.

All of the above is to provide context. Humans are more likely to start new habits during new life events (Temporal Landmarks). Consider keeping awareness of this and not letting those events slip by. How?

Teach your employees to be aware of these events and “celebrate” with the customer, this is a good time to put more emphasis on “the pitch.” “Congratulations!...Well you should reward yourself with an Unlimited Plan!”

Making deals with local dealerships, people spend HUGE money on their vehicles as a percentage of their income, they absolutely want to keep that new investment clean.

Some demographics who keep a keen eye on their finances want as many bills as possible to come out a certain day of the month, the 1st of the month is one of those, as well as the 15th. It’s good to put some extra spin on social media post leading up to these days and during, same with “the pitch.”

Also consider how to work in birthdays or other “life events.”

Get creative, there are many ways to take advantage of “Temporal Landmarks.” The goal for this brief writing is not to flush out every scenario, but to bring awareness and converse with your crew of how you can use this information in your specific wash.

Cliff Note Conclusion: People are more likely to make your business a habit when a “Life Event” or “Temporal Landmark” is correlated. Life event = greatest opportunity to get a long term customer.

Have a great day!

Best MBTI Types for Car Wash Sales Positions

jhayes1776@gmail.com (Jason Hayes) — Thu, 23 Dec 2021 14:24:17 GMT

The MBTI (Myers Briggs), may be the best tool.... you're not using.

Best MBTI Types for Car Wash Sales Positions

What Each Type Is Best At:

ESTP → person-to-person sales and adapting to any sales environment
ESFP → person-to-person sales and adapting to any sales environment
ESFJ → sales management and maintaining sales protocol
ISFJ → person-to-person sales and following sales protocol
ENTP → person-to-person sales and adding input and ideas to sales protocols and sales environment (idea people)
ENFP → person-to-person sales and adding input and ideas to sales protocols and sales environment (idea people)
ENTJ → sales management and improving existing sales template/protocol
ENFJ → sales management and improving existing sales template/protocol

In the wash industry, we often spend a lot of time, effort, and resources (money) on equipment and equipment training. While some do show some attention to training an people, the general amount of effort taken to "understand" each individual pales in comparison to the former (equipment).

I've found that the greatest gains in most businesses, especially car washes, are found by education and action revolving around how to treat, teach, and hire on an individual level first, then using these tools to allow for a more cohesive team, and doing it with intention.

The above is a tool to use of a much more detailed document regarding Myers Briggs. Stay tuned for more teaching on this and reach out if you have personal interest about applying this to your wash. Thank you for time and have a wonderful day.

5 Reasons You're Missing "Unlimited Sales"

jhayes1776@gmail.com (Jason Hayes) — Thu, 23 Dec 2021 13:53:34 GMT

Why MOST Car Washes are missing scores of sales

5 Reason You’re Missing “Unlimited Sales”

#1 You lack consistency

Every Car, Every Time. This is a mantra that should be repeated regularly. When I go on sights to consult, or even consult on the phone, the first problem across the board is consistency. Typically this is a LARGE portion of your problems. When you don’t have this right, STOP, and fix this first, your sales numbers will increase I promise. It’s simply a numbers game… one that most are losing.

#2 Improper Training

Owners and managers feel they can just give a few basic tips and let people lose on their own. Not many in the Car Wash business have been professionally trained and have decades of sales experience, there are training programs that focus the above experience into one simple goal… Selling Unlimited Monthly Plans. Using your own or someone elses is just as fine, but at minimum, explore what is out there and take sales VERY seriously, this too will increase your number drastically and consistently. If you need a sales training program obviously I have one to offer, typically, REAL WORLD results have been the doubling of daily unlimited sales. Yes, it’s that easy.

#3 Confusing signage and flyers

The customers need to know very few things, but those few things they need to know clearly. What comes with each wash (bullet points not icons), how much is the wash, and how much is the corresponding “Monthly”. That’s it. This needs to be brief, clear and concise. Don’t try to be too cute with this, and don’t ask me how confusing icons ever became popular.

#4 Not Pricing Properly

To start you need to price aggressively, partially this is to help the sales people gain confidence. This is a multifaceted subject but the gist is to start off having the most needed/desirable monthly at 2X or less that the price of the wash. Typically you can keep the ratio that way as you raise prices, you’ll be raising the single price as well. You can raise prices fairly often if done with skill and depending how the rest of your customer service and customer perception is viewed by customers.

#5 Hiring the wrong people

5a. Stop looking for “Car Wash” people. I’m sorry to burst your bubble but the sales and customer service side of car washing is no different than any other retail business in principle. Most “Car Wash” people are poorly trained, not trained at all (see above), or have bad habits that are hard to break. Because of this, look at other companies that DO take training seriously and go after their employees that already light your fire.

5b. Have your applicants take a Myers Briggs test or something equivalent to make sure they are “wired” to be consistent and want to help people, OR, be lively and get energy from people (SELL). Many small business owners hire people who seem “obedient” and wonder why they are “shy around customers”, or “flighty” and wonder why they won’t obey every single rule. There are pros and cons to every personality type and it’s time you start to learn this if you want to take your business seriously.

Community vs Specials

jhayes1776@gmail.com (Jason Hayes) — Thu, 23 Dec 2021 13:38:50 GMT

Why focusing on community can lead to better results than running "Specials."

The first thing that must be understood is that most of our decision making is subconscious, about 90% or so. This is why some go to the gym every day, and some struggle, why some may have proclivity for addictions, and others don’t. Our base programming from an infinite is a core motivator and thus guides most of our daily decisions. This is why personal development work is so deep and challenging.

Okay Jason, what does this have to do with car washes. Because most focus on what’s logical, and while logic is important to use and how I personally work as a default (ENTJ), the subconscious is what actually gives me the “feelings” to act, like, dislike, make angry, etc.

I’m going to jump right in for brevity.

When you have specials, on a subconscious level you are commuting a “salesman” approach, someone who cannot be trusted. You’re communicating a lack of confidence in your service, product, and that it’s not worth what you normally ask. Specials may communicate to current customers that they’ve been ripped off and don’t have value because the “new people” are more important. It can communicate weakness and sleaziness.

I know these are powerful words that may trigger some, but one must think about this on a subconscious level. This is also a platform where one needs to be brief and cannot explain the intricacies or many exceptions. I’m oversimplifying to make a point and teach the PRINCIPLE, please understand that.

Community involvement paints one's business and self in a completely different manner. Giving away free washes for a fundraiser, free months as a contest, free pizzas as a facebook post with the local pizza joint that has a thriving Facebook or Tiktok, free washes used to give donations to a local tragedy, etc… These types of acts seed the exact opposite in the subconscious.

Giving away and being involved in the community seeds strength, humility, gratefulness, gratitude, thankfulness. Most importantly, and please ponder this next point… you INVITE THE COMMUNITY to participate. In other words, those beautiful attributes above, they feel those attributes connected to themselves because they were asked to participate and did participate. Even if it was only with a few dollars.

A few dollars given by community members at your wash that gave it away for free for a fundraiser, connected you and the customer on a level of “giving back”. The good feelings they feel are now connected and welded to you for a very long time, considering you don’t screw it up.

These seeds that one can plant with community involvement lubricate and make it much easier for customers to want to “share” their joy and subconscious healthy outlook of you and your company. With proper training, these events can be used to help promote your social media, give you ratings, etc. It also provides subconscious “lubrication” with customers who may have an issue down the road because you’re viewed and felt as a “local company”, or “part of the community who gives back”. In other words you’re considered a peer instead of a greedy business.

These are huge differences in the depths of how people “feel” about you, and believe me, how they “feel” is what makes them and keeps them as customers.

There is a time and place for everything, each business is different and also important, each owner and their skillset and past are different. That being said, I urge you to at least ponder these things.

One last note, we are in a current environment where individual “feelings” are compounded, enhanced, and laid bare to the world to feel with them on social media. This is how exponential growth and trust, or slips and distrust can be sparked like a wildfire. This is also the arena where long term, those feelings will come back to haunt or heal you. Meaning when the majority of your customers feel good about you (community involvement), they will go to bat and defend you when something goes awry at your business. Our facebook got to the point where when someone had a complaint, 3-4 customers went to defend us before we even got to it. Our “meta” environment has changed, every interaction and feeling now has the power to be enhanced and increased by multiples.

I hope this adds some context and considerations for owners to think about when trying to grow their business. Good luck!