From Tunnel Vision to In-Bay Bliss: A Car Wash Confession

The car wash industry is evolving, and what worked yesterday might not be the best path forward. On a recent episode of the Subcon Sales Podcast, Jason Hayes spoke with Chris Reed of United Auto Wash, a former tunnel operator who has found a new perspective and a better lifestyle in the world of high-volume in-bay car washes.

Tunnel Troubles: A Thing of the Past?

Chris, a 30-year veteran of the car wash industry, started his career at just 16. He quickly became hooked, working long hours and learning the ropes from great mentors. He eventually managed multiple tunnels, grappling with staffing issues, maintenance headaches, and the constant pressure to maximize volume.

“I used to have 20 employees,” Chris recalls. “At one point, I was managing 35 people at three tunnels!”

Jason pointed out the obvious: Chris, with a total of three employees (including himself), is now running more cars through five locations with ten bays than he did managing those three tunnels.

“I never thought of it that way,” Chris admitted.

The Membership Revelation

Chris’s journey took a turn when he embraced the membership model. Initially hesitant, he saw the potential to create a loyal customer base and a more predictable revenue stream. The turning point came with the introduction of kiosks and gates, streamlining the process and making it easier for customers to join.

“Once we had the gates, you just see how that works,” Chris explains. “You have a customer in one lane hunting and pecking on the pay station, and in the other lane, three cars have gone by.”

From Tunnel Snob to In-Bay Advocate

Despite his tunnel background, Chris found himself drawn to the in-bay model. He saw an opportunity to create a high-volume, low-labor operation that offered a better quality of life.

“It’s been the best decision I’ve ever made in my working career,” Chris says. “Going from tunnel to in-bay, learning how we can do the memberships without people... It’s exactly what I needed in my life right now.”

The Convenience Factor

Chris emphasizes the importance of convenience and consistency. Customers want a fast, reliable wash experience without the hassle of long lines or complicated payment systems.

“When the customer comes on the lot, we need them to know how long they’re gonna be here,” Chris explains. “They need to look at our lot and we need to be consistent enough to say, ‘Okay, that’s five minutes. I have that time.’”

He also notes that customers appreciate the touch-free experience and the ease of use of the in-bay system.

No Claims!!! The Power of a Clean Car (and a Clean Business Model)

One of the biggest surprises for Chris was the reduction in stress and claims. With the in-bay model, he’s able to focus on customer satisfaction and operational efficiency without the constant worry of equipment malfunctions or damage claims.

“I hated dealing with those,” Chris says of his tunnel days. “That has been the most stress-relief part of the job is the claims. It’s been wonderful not having that.” In fact, in two years, Chris has paid out zero claims.

The Future of Car Washing

Chris believes that the in-bay model is the future of car washing, offering a better balance of profitability, convenience, and quality of life. He encourages tunnel operators to consider the transition, especially as they approach the later stages of their careers.

“It’s such a good transition,” Chris says. “You still have your memberships, you still have that feel of doing a lot of volume, but you just don't have the stress that comes with it.”

Key Takeaways

• Convenience is king: Customers value a fast, easy, and hassle-free car wash experience.
• Memberships are essential: Create a loyal customer base and a predictable revenue stream.
• Automation is the future: Embrace technology to reduce labor costs and improve efficiency.
• Simplicity is key: Focus on doing a few things well, rather than trying to offer every possible service.
• Happy customers, happy life: A less stressful business model leads to happier customers and a better quality of life for the operator.

The car wash industry is changing, and Chris Reed is proof that there's a better way to wash cars and run a business. By embracing innovation and focusing on the customer experience, he’s found a winning formula for success.

Watch or listen to the full interview below.

https://youtu.be/U-F3jEaXdbo?si=Uj5_SHkX5lN_cSlb

https://open.spotify.com/show/47QHMO8p4KTseHRDBRv8aj

https://podcasts.apple.com/us/podcast/the-subcon-podcast/id1785403494