Package Knowledge
How do we describe our Quality wash to our guest?
It's our basic exterior wash!
When should we clean vacuum filters?
Every morning!
What do we reply with when our guests say "Thank you!'?
My pleasure!
What should we do if a guests car isn't in neutral?
Stop the belt and prompt them to put their car in 'Neutral"!
When on Vacuum Concierge, what is the most important job duty?
Claiming guests and showing them how to utilize their Tommy's Express App.
Which product gives cars that showroom shine?
Ceramic Body Wax
What list should you look at to stay productive?
Cleaning list and Project list.
What is included in our Detail Kits?
1. Glass cleaner wipe
2. All purpose cleaner wipe
3. Microfiber towel
4. (2) Dust cloths
5. Air fresheners
If a guest isn't satisfied with their wash, what should we do?
Give them a "Works" re-wash.
Which position is responsible for our parking lot staying clean?
Vacuum Concierge.
What's included in the Ultimate package?
1). Rainbow Coat
2). Underbody Flush
3). Tommy Guard
4). 3 Step wheel cleaning
How often should the rub rails be cleaned?
Every night!
What method do we use to approach guests while at the Vac Con position?
The Broom and Dustpan Method
If a guests car is not 85% dry, what should we check in the tunnel?
Blowers (timing, no debris, all operating)
When two people are in flight deck, who tends to guests that need loaded.
FD2
What's the price of each wash? (Single and monthly prices).
Quality - $10 Single $19.99 Monthly
Super - $14 Single $24.99 Monthly
Ultimate - $19 Single $29.99 Monthly
Works - $24 single $39.99 Monthly
How many cars do we wash before cleaning the floors?
20 cars
What non verbal expressions do we use at flight deck 1 to make a guest feel welcomed?
1. Eye contact
2. Good posture
3. Smile
What should we do if a guests complains about damage to their vehicle?
Listen, empathize, and find a mangaer so that a claim can be made.
What PSI should the detergent pod be at?
200 PSI
What's included in the works package? Name all 7 products!
1). Rainbow Coat
2). 3 step wheel cleaning
3). Red Hot cleanser
4). Ceramic Body Wax
5). Tommy Guard
6). Underbody Flush
7). Tire Shine
What is the importance of our Hourly Inspection?
It allows us to maintain our wash quality and vacuum/mat machine condition which enhances our guest experience.
What makes us different from other car washes?
1. We take dualies!
2. Free vaccums and mat washers
3. Great customer service
If a guest is being vulgar and threatening you, what should you do?
Notify your Manager and they will handle the situation from there.
What are the 4 points of our dialogue?
1. Warm welcome
2. Recommend our Works wash
3. Recommend our Tommy Club
4. Fond farewell