Car Wash - Summer 2018 - 30

"In a marketplace where the margin
between mediocre and extraordinary
results can be all about who's onboard in
your organization, the practice of genuine,
radical listening in your organization could
make all of the difference. This is how you
can end up with a workforce that is genuinely committed, and colleagues who are
genuinely engaged," she wrote.
And listening isn't just for the first- and
second-level management. Sometimes the
freshest voices in an organization are the
least seasoned ones. Great leaders invite

Conveyors

- and pay attention to - feedback in
formal and informal ways, as often as they
reasonably can.
Maybe some leaders are born with a
flair for language - and listening - but
most aren't. These skills are ones that
come from practice and time.

FLEXIBILITY IS
NOT OPTIONAL

As the car wash industry continues to
consolidate, leaders are challenged to keep
customer service consistently high across

®

YOUR WAY!

Conveyor Options
Chain, Drive, Wheel
Pushers, Frame

Variety of Soft
Touch Wash

Entrance Arch
Choices
Backlit or Stainless

Multiple Dryer
Configurations

Diverse Application
Arches

Graphic, Versa, Pivot, Horizon

Assortment of Vacuums
to Finish Your Site

Operator's Choice™ for over 50 Years!
5842 W 34th St * Houston, TX 77092
1.800.999.9878 * 713.683.9878

www.colemanhanna.com
Find us on Facebook:
/ColemanHannaCarwash

30

C A R 1W A S H M A G A Z I N E | W W W . C A R W A S H . O R G |
906881_Coleman.indd

locations, and also offer newer and better
ways to serve existing customers and attract
new ones.
If exceptional customer service starts
with the team members themselves, then
it's imperative to train, nurture, and support
team members from day one, in a way that's
manageable and consistent from location
to location.
But simply keeping customers happy isn't
a good leader's only job. He or she also needs
to create new customers, and stronger customer relationships, through enhancing the
product itself. An effective leader must adapt
to ever-evolving technologies, or risk being
left behind.
"Today's consumers are looking for
the next great thing," said Wade Keith,
brand manager for Breeze Thru Car
Wash in Colorado. "The leaders who
aren't prepared for what comes next will
be left behind."
There is no shortage of opportunities left
untaken, and Keith shared a recent example.
"At The Car Wash Show in 2017," he said,
"some newer point-of-sale companies were
more in-tune with making the signup process for wash passes more convenient for the
customer. The result, of course, was more
signups. These companies offer immediate
welcome emails that include instructions
on how to cancel and who to talk to with
problems with the membership. This provides a lot of value and fewer cancellations."
This kind of exceptional, customer-driven
innovation isn't the rule, though, said Keith.
"Many POS companies in the industry
don't offer these kinds of simple signup
services, and are less flexible with offering
services that the customer actually cares
about," Keith said. "This means that some
owner/operators are having to replace their
current POS systems so they can keep up
with the times. This is expensive to do, but
what's the alternative?"
Team members who observe their leaders being flexible and adaptable are more
likely to be invested in good outcomes for
the company.
In Keith's experience, adaptability benefits the whole organization.
"Your employees have to see you making
the best, most educated decisions in situations, and adapting your strategy to keep up
with the needs of the customers," he said.
"That's how they know you're as invested
in the work as you expect them to be."

S U M M E R 03/05/18
2 0 1 8 12:19 AM


http://www.colemanhanna.com http://www.colemanhanna.com http://WWW.CARWASH.ORG

Table of Contents for the Digital Edition of Car Wash - Summer 2018

Letter from the ICA
Meet the Board
By the Numbers
Overheard Online
What Makes a Good Leader
Harnessing the Power of Diversity
Be the Best Servant Leader You Can Be
Coaching Them Up
Passing the Torch
Celebrating ICA’s Emerging Leaders
VNTYPL8
Marking a Milestone
The Car Wash Show 2018
Car Wash Show Australia Prepares for Fall Show
Kati Wright, Lone Star Car Wash Systems
Take a Tour: Snap Clean Car Wash
Automotive Technology
Regional Update: Western Carwash Association
"The How of Carwashing"
Blast from the Past
Download It!
Marketing Minute
Top Tweets
Ask Champ
Advertiser Index
5 Things
Car Wash - Summer 2018 - Intro
Car Wash - Summer 2018 - bellyband1
Car Wash - Summer 2018 - bellyband2
Car Wash - Summer 2018 - cover1
Car Wash - Summer 2018 - cover2
Car Wash - Summer 2018 - 3
Car Wash - Summer 2018 - 4
Car Wash - Summer 2018 - 5
Car Wash - Summer 2018 - 6
Car Wash - Summer 2018 - 7
Car Wash - Summer 2018 - 8
Car Wash - Summer 2018 - 9
Car Wash - Summer 2018 - 10
Car Wash - Summer 2018 - Letter from the ICA
Car Wash - Summer 2018 - 12
Car Wash - Summer 2018 - Meet the Board
Car Wash - Summer 2018 - By the Numbers
Car Wash - Summer 2018 - 15
Car Wash - Summer 2018 - 16
Car Wash - Summer 2018 - Overheard Online
Car Wash - Summer 2018 - 18
Car Wash - Summer 2018 - 19
Car Wash - Summer 2018 - 20
Car Wash - Summer 2018 - 21
Car Wash - Summer 2018 - What Makes a Good Leader
Car Wash - Summer 2018 - 23
Car Wash - Summer 2018 - 24
Car Wash - Summer 2018 - 25
Car Wash - Summer 2018 - 26
Car Wash - Summer 2018 - 27
Car Wash - Summer 2018 - 28
Car Wash - Summer 2018 - 29
Car Wash - Summer 2018 - 30
Car Wash - Summer 2018 - 31
Car Wash - Summer 2018 - Harnessing the Power of Diversity
Car Wash - Summer 2018 - 33
Car Wash - Summer 2018 - 34
Car Wash - Summer 2018 - 35
Car Wash - Summer 2018 - 36
Car Wash - Summer 2018 - 37
Car Wash - Summer 2018 - 38
Car Wash - Summer 2018 - 39
Car Wash - Summer 2018 - 40
Car Wash - Summer 2018 - 41
Car Wash - Summer 2018 - Be the Best Servant Leader You Can Be
Car Wash - Summer 2018 - 43
Car Wash - Summer 2018 - 44
Car Wash - Summer 2018 - 45
Car Wash - Summer 2018 - 46
Car Wash - Summer 2018 - 47
Car Wash - Summer 2018 - Coaching Them Up
Car Wash - Summer 2018 - 49
Car Wash - Summer 2018 - 50
Car Wash - Summer 2018 - 51
Car Wash - Summer 2018 - 52
Car Wash - Summer 2018 - 53
Car Wash - Summer 2018 - 54
Car Wash - Summer 2018 - 55
Car Wash - Summer 2018 - 56
Car Wash - Summer 2018 - 57
Car Wash - Summer 2018 - Passing the Torch
Car Wash - Summer 2018 - 59
Car Wash - Summer 2018 - 60
Car Wash - Summer 2018 - 61
Car Wash - Summer 2018 - 62
Car Wash - Summer 2018 - 63
Car Wash - Summer 2018 - 64
Car Wash - Summer 2018 - 65
Car Wash - Summer 2018 - Celebrating ICA’s Emerging Leaders
Car Wash - Summer 2018 - 67
Car Wash - Summer 2018 - 68
Car Wash - Summer 2018 - 69
Car Wash - Summer 2018 - 70
Car Wash - Summer 2018 - 71
Car Wash - Summer 2018 - 72
Car Wash - Summer 2018 - 73
Car Wash - Summer 2018 - 74
Car Wash - Summer 2018 - VNTYPL8
Car Wash - Summer 2018 - 76
Car Wash - Summer 2018 - 77
Car Wash - Summer 2018 - 78
Car Wash - Summer 2018 - 79
Car Wash - Summer 2018 - 80
Car Wash - Summer 2018 - 81
Car Wash - Summer 2018 - 82
Car Wash - Summer 2018 - Marking a Milestone
Car Wash - Summer 2018 - 84
Car Wash - Summer 2018 - 85
Car Wash - Summer 2018 - The Car Wash Show 2018
Car Wash - Summer 2018 - 87
Car Wash - Summer 2018 - 88
Car Wash - Summer 2018 - 89
Car Wash - Summer 2018 - 90
Car Wash - Summer 2018 - 91
Car Wash - Summer 2018 - 92
Car Wash - Summer 2018 - 93
Car Wash - Summer 2018 - 94
Car Wash - Summer 2018 - 95
Car Wash - Summer 2018 - Car Wash Show Australia Prepares for Fall Show
Car Wash - Summer 2018 - 97
Car Wash - Summer 2018 - 98
Car Wash - Summer 2018 - Kati Wright, Lone Star Car Wash Systems
Car Wash - Summer 2018 - 100
Car Wash - Summer 2018 - 101
Car Wash - Summer 2018 - Take a Tour: Snap Clean Car Wash
Car Wash - Summer 2018 - 103
Car Wash - Summer 2018 - 104
Car Wash - Summer 2018 - 105
Car Wash - Summer 2018 - Automotive Technology
Car Wash - Summer 2018 - 107
Car Wash - Summer 2018 - 108
Car Wash - Summer 2018 - 109
Car Wash - Summer 2018 - 110
Car Wash - Summer 2018 - Regional Update: Western Carwash Association
Car Wash - Summer 2018 - 112
Car Wash - Summer 2018 - "The How of Carwashing"
Car Wash - Summer 2018 - 114
Car Wash - Summer 2018 - 115
Car Wash - Summer 2018 - Blast from the Past
Car Wash - Summer 2018 - 117
Car Wash - Summer 2018 - Download It!
Car Wash - Summer 2018 - Marketing Minute
Car Wash - Summer 2018 - 120
Car Wash - Summer 2018 - Top Tweets
Car Wash - Summer 2018 - Ask Champ
Car Wash - Summer 2018 - 123
Car Wash - Summer 2018 - Advertiser Index
Car Wash - Summer 2018 - 125
Car Wash - Summer 2018 - 126
Car Wash - Summer 2018 - 127
Car Wash - Summer 2018 - 128
Car Wash - Summer 2018 - 129
Car Wash - Summer 2018 - 5 Things
Car Wash - Summer 2018 - cover3
Car Wash - Summer 2018 - cover4
Car Wash - Summer 2018 - outsert1
Car Wash - Summer 2018 - outsert2
Car Wash - Summer 2018 - outsert3
Car Wash - Summer 2018 - outsert4
Car Wash - Summer 2018 - outsert5
Car Wash - Summer 2018 - outsert6
Car Wash - Summer 2018 - outsert7
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Car Wash - Summer 2018 - outsert10
Car Wash - Summer 2018 - outsert11
Car Wash - Summer 2018 - outsert12
Car Wash - Summer 2018 - outsert13
Car Wash - Summer 2018 - outsert14
Car Wash - Summer 2018 - outsert15
Car Wash - Summer 2018 - outsert16
Car Wash - Summer 2018 - outsert17
Car Wash - Summer 2018 - outsert18
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