WAYNE RHINES
ZIPPY’S CAR WASH
SEVIERVILLE, TENNESSEE
Q: Tell us about your business.
A: Zippy’s is a tunnel wash that has been in business since January 2009. We are the premier wash, and we do an excellent amount of business. We also offer a full detail service by a European-trained detailer.
Q: What do you love most about the industry?
A: It’s actually a very fun place to work. You meet a lot of people, interact with your customers and get to know them by name. I believe in keeping a fun and upbeat atmosphere while we are working here.
Q: What marketing tool has had the biggest impact on your business?
A: We live in a tourist town, so I visit the surrounding businesses and talk to management. I invite them to the car wash and let them see our services. It has worked really well for us.
Q: What’s one technology or innovation that will change the future of car washing?
A: Our tunnel was built in 2009, so when I visit newer tunnels I can already see mass changes in the industry. My recommendation is to make the changes as the tunnel ages, so it doesn’t end up as an old car wash. The new tunnels with LED effects and waterfalls offer more of a show for the customer as they go through the car wash.
Q: What is the key to great customer service?
A: Customer service is our No. 1 rule here. You need to cater to the customer and make sure the customer is happy with their car when they come out of the wash. I’ve trained my employees to the point that they are very customer-orientated. Go the extra mile in your customer service.
Q: Best advice for successful hiring?
A: You have to find the right people who are not afraid of work or water. They have to have the right attitude. I am not a negative person, and I don’t entertain negativity. Another thing is to have their pay rate at a decent rate. That’s something that motivates people.
DAVE CALHOUN
LET IT SHINE CAR WASH
PEKIN, ILLINOIS
Q: Tell us about your business.
A: Let It Shine Car Wash has been in business for 12 years and has one in-bay automatic, two self-serves and a dog wash. We also sell purified drinking water.
Q: What do you love most about the industry?
A: I enjoy hearing positive comments about the wash, the customer interaction and satisfying the needs of the customer.
Q: What marketing tool has had the biggest
impact on your business?
A: We’ve established a great program with local high schools in which we give drivers ed students a free car wash when they complete the course. The idea is to establish our place as their place. The first time they wash their car, they do it with us. We think it is important to establish that relationship early. We’ve been offering this for a few years now and are seeing an increase in the number of younger people visiting our car wash.
Q: What’s one technology or innovation that will change the future of car washing?
A: How customers want to pay for the product. We need to get aggressive to make sure we have the means available for customers to pay in the manner they wish to pay. We will be investing in technologies in payment systems to accommodate the rapidly changing way people are buying merchandise and services.
Q: What is the key to great customer service?
A: Relationships. It’s about getting out and talking to your customers. A lot of car washes are self-sustaining, and ours is one of those, but we still think it’s important to get out and talk to the customers. We greet them and establish a relationship with them. They know they are not just throwing their money at us but are dealing with someone who cares. And then they can feel free to come to you if there is a problem.
Q: Favorite business book?
A: Business by the Book by Larry Burkett.
