Scalability Starts with Consistency
When you order a cheeseburger at McDonald’s, whether you’re in Tokyo or Texas, you know exactly what you’re going to get. It’s fast, familiar, and consistent.
That’s not just convenience. That’s scalability. And it’s the foundation of a great customer experience.
In the express car wash world, success isn’t about doing everything — it’s about providing a reliable, consistent experience: a clean car, delivered quickly, with no surprises.
Don’t Try to Be the Steakhouse
One of the biggest mistakes operators make is trying to serve every customer need—even the ones your wash wasn’t built for.
It’s like walking into a McDonald’s and ordering a T-bone steak. That doesn’t make McDonald’s bad, it makes them focused.
When you start bending your process to accommodate exceptions, like grease-covered vehicles or detail-level expectations, you’re not improving the experience. You’re slowing down your line, confusing your staff, and breaking your brand promise.
Nathan Bertsch, Chief Innovation Officer at Express Carwash Equipment and operator of the high-volume Sudzy Salmon car washes in Alaska, put it plainly:
“If we get a car covered in grease or tar, we’re going to refer them to a detailer. They don’t need an express wash, and I’m not going to make the 20 people behind them wait 15 minutes.”
Having a relationship with a local detail shop lets you stay focused on your core service while still helping the customer.
It’s not about saying no. It’s about knowing what you’re great at, and protecting that experience for everyone else in line.
Defining Your “Cheeseburger”
Before you can deliver consistency, you have to define it. That means getting crystal clear on what your wash promises and what it doesn’t.
Start with this question: What is the standard experience every customer should expect, every single time?
For most express washes, it’s simple:
A clean, dry, shiny car
Fast, no-hassle service
Equipment that works, every time
Staff that’s friendly, focused, and efficient
That’s your cheeseburger.
If your team isn’t clear on that promise, it’s easy to slip into exception mode—making inconsistent decisions, spending too long on special cases, and delivering a different wash every time the line fills up.
Instead, build your operations, training, and equipment decisions around delivering that standard. Make it second nature.
Actionable Takeaways: How To Find Your Cheeseburger
Ready to turn that promise into a repeatable process? Here’s how to define and deliver your car wash’s version of the cheeseburger:
- Define your core promise
What does your car wash do best? Build your entire customer experience around that. Make it the center of your brand. - Train to the standard, not the exception
Your team should be consistent in execution. Every customer should receive the same high-quality wash, every time. - Refer out when needed
As Nathan Bertsch shared, when a car needs detailing, not a wash, send it to a partner. Protect your throughput and preserve the experience for the rest of your customers. - Design for speed and satisfaction
Your equipment and tunnel layout should all support fast, effective service. The goal isn’t flash, it’s frictionless execution.
Looking To Streamline and Scale?
Consistency starts with clarity, and the right equipment makes it repeatable.
If you’re ready to simplify your operation, serve more customers efficiently, and deliver a high-quality wash every time, we’re here to help.
Contact our team today to learn more. 👇👇
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