Booth/Customer Service
List 4 different ways you could give great customer service (Prep or SC)
Smile and wave
Small talk with customer
Thank customer for coming in
Ask to spray off mats
Ask customer if they had any issues with their wash
Assist handing out towels in members lane
Offer to wipe down car/wipe in tire shine
Offer air fresheners to members
What are the 6 main areas of a car we focus on cleaning while prepping?
Front/grill (bugs)
Side Mirrors (bugs)
Rims/tires (mud/dirt and brake dust)
Wheel wells (mud/dirt)
Bottom 6 inches (mud/dirt)
Back (film/dirt)
How do you shut down backroom? (after close)
If a customer complains about scratches on their car, what should we check?
Check our mitters for debris or sharp items.
Examples:
Rocks
Fishing hooks
Barb wire
What are the 3 oldest locations in Club Car Wash?
Providence, Grindstone, Sandman
67 members; you need at least $50.00 on your commission check to make commission. Each membership is worth $0.75
(50 / 0.75 = 67)
Why is bug goo important and what does it do?
BONUS 50 PTS: why should you be careful when using bug goo in sunny/hot weather?
It helps remove bugs and film off of the car
BONUS: It can damage/stain paint if left on cars for too long while exposed to sun
How do you properly clean and store an empty chemical barrel?
Rinse barrel out with prep gun -> make sure correct bungs (2 types) are on tight -> put initials on top of barrel with sharpie -> store on side of building or in dumpster corral for it to be returned to warehouse; out of customers sight
What is the 2-step process to Tire Shire?
Application (in tunnel)
Wiping it in with a towel
How man states is Club Car Wash located in?
10 states
How do you effectively switch an ARM plan?
Pull up membership -> verify customer has an active plan -> press "red X" to clear items from sale -> CCW ARM Lookup -> Switch ARM Plan -> CCW ARM Lookup -> Select ARM Plan -> explain proration to customer -> tender by ARM CC
How many E-Stops do we have located in the tunnel and where are they?
7
What are the 6 types of water Club uses
Reclaim, Reject, Hard (City), Cold (Soft), RO, Hot (Soft)
How do you properly handle a situation with a customer who is hopping rollers? (foot on brake, car in park, etc.)
Passenger side:
Thumbs down/up
Driver side:
Hops 1 roller - Press foot pad, walk to sign and point at instructions
Hops 2 rollers - Hit E-Stop and assist customer
What is ticket price?
Average price of each retail sale (not counting memberships)
What does it mean if a member has a "welcome member" status with no wash package tied to their account?
Their Credit Card on file failed to recharge which puts them in a 7-Day grace period. This is to give them a chance to update their card before their membership expires.
List every retract we have and 1 reason why we use it/what it does
Hitch
Grill
Full Wrap
Open bed
Sienna
Tirebrush
No Tire Shine
Name 4 different types of backroom equipment
Hydropacks
Arimitzu Pump
Water Heater
Boiler
Water softener
WEG Motor
Berkley pump
Reject pump
Booster pump (city water)
G57 Smart Chambers
Air compressor
Air dryer
3 main/most common reasons a wash doesn't fire
BONUS 100 PTS: Explain how to resolve each issue
Gate malfunction
Transaction Manager down
Missing a wash in the queue
- More bug goo application
- Close the distance between the tip of the barrel and the car
- Let the bug goo sit (marinate) on the car for 30 seconds prior to spraying
- Don-t wear sunglasses
How many chemicals are included in our MVP wash?
BONUS 100 PTS: Name every chemical in our MVP wash.
10 Chemicals:
Mop soap (foaminator)
Foamy one step (Presoak 1 and CTA 1)
Grape scent (scent shot)
Low PH-Suds (wrap foam)
AC-4 Foam cleaner (Presoak 2)
Tri-Foam Red
Tri-Foam Blue
Wheel magic (CTA 2)
Ceramic
Tire Shine
What are 3 things that could be wrong in our tunnel if cars come out too wet?
Dryers
Drying agent
Ceramic
What are the 4 main sources that are important to running our car wash
(Bonus) 50pts if you list a 5th
Electricity
Water
Air
Hydraulics
(Bonus) Chemical
Explain what to do if a chain falls of the sprocket
Hit E-Stop -> Turn off air -> grab come-along -> disconnect chain -> reattach chain to sprocket -> reconnect chain -> turn air back on -> pull E-Stop
1st: Single washes, gift cards, wash cards. Improve by upselling single washes.
2nd: Memberships. Improve by upgrading memberships.