Car Wash - Summer 2018 - 50

"IN THE CURRENT
JOB MARKET, IT'S
HARD TO FIND GOOD
JOB APPLICANTS,
SO RATHER THAN
SPENDING MONEY
TO RECRUIT AND
TRAIN PEOPLE FROM
OUTSIDE, WE'D
RATHER INVEST IN THE
PEOPLE WE HAVE ON
OUR TEAM WHO ARE
ALREADY IMMERSED
IN OUR CULTURE."
- MANDI BROWER,
CHIEF OPERATIONS
OFFICER, QUALITY
CAR WASH

During an April episode of the popular podcast "Stay Tuned with Preet,"
Preet Bharara, the U.S. attorney for the Southern District of New York
from 2009-17, interviewed Adam Grant, a bestselling author, business
consultant and organizational psychologist teaching at the Wharton
School of the University of Pennsylvania. The two offered some insights
into leadership principles they've learned in their high-profile roles.
* If your small business's culture is less collaborative and more cutthroat
than you'd prefer, it's likely because management has been too focused
on employees' individual performances and has promoted people who
have maximized their individual results at the expense of the team,
Grant said. Instead, small-business owners should evaluate the impact
each employee's performance has on the team as a whole. Doing so
will promote a team-first environment in which the business's success
takes priority over individual success.
* One of the perils facing every company is groupthink, "where everyone is essentially marching in the same direction, and no one ever
questions each other," Grant said. Groupthink results in two serious
problems: overconfidence, with the group erroneously assuming that
it already has the answers to complex problems because no one has
challenged conventional wisdom; and workplace political jockeying,
where employees are too concerned about hurting their reputation to
speak truth to power. Employees must feel comfortable questioning
business practices and decisions so long as they present their views
in a constructive way.
* Don't overestimate the value of charisma. Businesses such as car
washes, where interpersonal and customer-service skills are so vital
to success, often place too much value on charisma when it comes to
selecting leaders, Grant said.
"The benefits of charisma are that it's inspiring and people are more
motivated to follow you, but good leadership is about more than just
inspiration," he said. "It's about strategy, execution, good decision making and resolving conflicts, and very often, charisma becomes a crutch.
When leaders are highly charismatic, they're actually less likely to develop
good operational skills, so it kind of impedes their development, which

Grant said sociological research shows that there are two kinds of charisma. Socialized charisma is when a leader tries to get people inspired
about the mission of the organization, and personalized charisma is when
a leader tries to get people inspired about being loyal to the leader. The
former can be extremely beneficial to an organization. The latter, not
so much.

50

CAR WASH MAGAZINE | WWW.CARWASH.ORG |

SUMMER 2018

RAWPIXEL.COM/SHUTTERSTOCK.COM

is a problem."

In one recent competition, each team
had to build a structure using only office
supplies that would allow them to drop an
egg from a balcony to the ground without
breaking it. One month prior, they had to
build the tallest tower they could using only
uncooked spaghetti and marshmallows.
"We're having fun, but at the same time,
they have to work with their partner to
think creatively," said Mandi Brower, the
company's chief operations officer. "We're
training them that not everyone attacks a
problem in the same way, and they have to
manage their resources to get things done."
But Quality Car Wash's "growth partner"
program isn't all fun and games. Once a
week, the mentor and the new manager
have a phone conversation to discuss the
highs and lows of each week and how
workplace situations could be handled
better. They also make monthly visits to
their partner's car wash location to observe
what is working well and what isn't, and to
lend fresh eyes to operational challenges.
The program is just one of the ways
Quality Car Wash is looking to grow its
next generation of leaders from within.
The company's eighth location was under
construction early this year, and plans call
for further expansion, making it imperative
that new leaders emerge to bring the company's culture to each new car wash facility.
All of the company's managers and
administrative staff, about 35 in all, are


http://www.RAWPIXEL.COM/SHUTTERSTOCK.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
Car Wash - Summer 2018 - outsert8
Car Wash - Summer 2018 - outsert9
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
http://www.nxtbook.com/naylor/ICWQ/ICWQ0218
http://www.nxtbook.com/naylor/ICWQ/ICWQ0118
http://www.nxtbook.com/naylor/ICWQ/ICWQ0417
http://www.nxtbook.com/naylor/ICWQ/ICWQ0317
http://www.nxtbook.com/naylor/ICWQ/ICWQ0217
http://www.nxtbook.com/naylor/ICWQ/ICWQ0117
http://www.nxtbook.com/naylor/ICWQ/ICWQ0416
http://www.nxtbook.com/naylor/ICWQ/ICWQ0316
http://www.nxtbook.com/naylor/ICWQ/ICWQ0216
http://www.nxtbook.com/naylor/ICWQ/ICWQ0116
http://www.nxtbook.com/naylor/ICWQ/Euro-International
http://www.nxtbook.com/naylor/ICWQ/ICWQ0415
http://www.nxtbook.com/naylor/ICWQ/ICWQ0315
http://www.nxtbook.com/naylor/ICWQ/ICWQ0215
http://www.nxtbook.com/naylor/ICWQ/ICWQ0115
http://www.nxtbook.com/naylor/ICWQ/ICWQ0414
http://www.nxtbook.com/naylor/ICWQ/ICWQ0314
http://www.nxtbook.com/naylor/ICWQ/ICWQ0214
http://www.nxtbook.com/naylor/ICWQ/ICWQ0114
http://www.nxtbook.com/naylor/ICWQ/ICWQ0413
http://www.nxtbook.com/naylor/ICWQ/ICWQ0313
http://www.nxtbook.com/naylor/ICWQ/ICWQ0213
http://www.nxtbook.com/naylor/ICWQ/ICWQ0113
http://www.nxtbook.com/nxtbooks/naylor/ICWQ0412
http://www.nxtbook.com/nxtbooks/naylor/ICWQ0312
http://www.nxtbook.com/nxtbooks/naylor/ICWQ0212
http://www.nxtbook.com/nxtbooks/naylor/ICWQ0112
http://www.nxtbook.com/nxtbooks/naylor/ICWQ0411
http://www.nxtbook.com/nxtbooks/naylor/ICWQ0311
http://www.nxtbookMEDIA.com