CAR WASH Podcasts

Coaching, Culture, and Conversion: A Smarter Approach to Frontline Sales

In this episode, ICA SVP of Growth Kendra Johnson sits down with Kyle Doyle, Vice President at Salespath, to discuss what separates high-performing frontline sales teams from those that struggle—especially in the car wash industry. Salespath is a sales enablement and coaching platform built specifically for frontline teams, integrating point-of-sale data, performance tracking, and AI-powered coaching tools to help operators improve consistency, accountability, and conversion rates at the site level. Kyle shares how simple, repeatable sales scripts, consistent coaching, and data-driven insights create muscle memory for frontline employees, reduce sales fatigue, and improve the customer experience. The conversation explores the critical role of site managers in reinforcing best practices, how small behavioral improvements compound over time, and why even modest gains in conversion rates can drive meaningful revenue growth. (1:40) Kyle talks about the indicators he’s seeing in the marketplace that identifies the difference between the high and lower performers. Scripts and practice sessions are key. Let’s also talk about muscle memory! (5:20) What are the four important components of a good script? Warm greeting, explain value, validate, make the offer. (7:46) Learn how to validate customer choices. (8:50) Kyle explains coaching and what it looks like for the operator and site managers. (13:00) Learn about how to hold weekly sales meetings and how make them effective. (16:10) Kyle explains how consistent practice of small behaviors compound and have great results. (16:57) Learn the 36-month value of a member vs. the value of a retain customer and the difference that small conversion rates can make. (17:46) How does someone get started with Salespath? (19:20) What is Kyle seeing in the shifts in culture from those who are working on a sales system? (21:26) How do you begin to layer in Salespath and make it actionable? (23:40) How often does Salespath check in with clients using Salespath (26:30) Join Kendra and Kyle in future episodes for updates on sales tips and trends Listen to the full episode at carwashmagazine.com [https://www.carwashmagazine.com] and subscribe to ICA for timely data, trusted insights, and business intelligence built for the car wash community.

Hall of Fame Insights: The Entrepreneurial Journey of Henry Dubinsky

In this episode, ICA CEO Eric Wulf sits down with a living legend of the car-wash world: Henry Dubinsky, founder of Waterway Carwash and the newest inductee to the Car Wash Hall of Fame. Named among the industry’s greatest, Dubinsky joins a long line of pioneers whose innovations shaped the way America washes cars.  Henry reflects on a storied career — from law school and a stint at a major accounting firm, to the unlikely path that led him into the car-wash business. He shares how Waterway evolved from its humble beginnings in a St. Louis suburb in 1970 to become a respected, multi-state operation.  (1:00) Henry begins with his story…where he grew-up and how he got into the carwash business. Hear his story about law school, working for Arthur Anderson and how this pointed him on the road to the car wash business. (4:26) What were his businesses’ clear points of differentiation? And hear about his third-generation employees. (6:09) How did Henry navigate working with family…and having his son Bob work with him? What advice would he offer to families in similar situations? (7:55) How have Bob’s business ideas evolved? Learn about The Clean Car Club membership program. (10:55) How had the industry evolved since Henry’s involvement? And how does Hanry maintain a sense of closeness with his employees? (12:55) What are some of the charitable groups Henry spends his time supporting? (14:10) He talks about his early days with the ICA and some of the key decision points he’s seen shape the industry. (15:45) What advise does Henry have for private investors wanting to get into the industry? Would he do it again today and why? (18:04) What were henry’s thoughts as he accepted the ICA Award? Listen to the full episode at carwashmagazine.com [https://www.carwashmagazine.com] and subscribe to ICA for timely data, trusted insights, and business intelligence built for the car wash community.

2025 Q3 Pulse Report - Why Optimism and Opportunity Still Drive the Car Wash Industry

In this episode of Conversations With ICA, ICA CEO Eric Wulf sits down with ICA Research Director Bob Klein for a deep dive into the Q3 2025 state of the car wash industry, consumer behavior, and economic trends. Together, they explore how today’s market dynamics—rising costs, shifting customer expectations, and a changing economy—are shaping the way both retailers and suppliers approach growth, customer experience, and long-term strategy.  What You’ll Learn in This Episode * The “headline” trends defining the current state of the economy and their impact on car wash consumer behavior * Why customer fatigue may be more perception than reality * How retailers can balance value-driven customers with experience-focused business models * The emotional and behavioral differences between subscribers and retail customers * What data tells us about optimism and market confidence in the post-COVID era * The outlook for retailer and supplier sentiment heading into 2025 * Key indicators and research areas ICA is watching for in the year ahead Episode Highlights (1:05) Eric invites Bob to provide his “headline” for the current state of the economy and how this effects people’s wanting to go to a car wash. (2:56) Eric questions the existence of “customer fatigue” in washing their cars. Bob talks about where the retailer’s focus is today…enriching the customer experience with differentiation. (5:57) With a customer focus on value and a retailer focused on experience…can the two co-exist? Bob addresses the critical nature of a good experience. (8:53) Is this customer experience an investment for all customer types – subscribers and transactional/retail? (12:19) The percentage of subscribers who look forward to their washes is notably larger that a transcriber customer. What can be be done to increase this transcriber experience? Bob explains the three types of customer cohorts – acquaintances, friends and lovers – and how to communicate with each. (15:30) On the retail side the data shows that optimism has declined. Bob explains why following record growth rates during Covid. (18:42) What are the concerns retailers have about over-saturation? And yet, retailers are still very optimistic about the potential growth in subscriptions. (20:20) What about supplier sentiment? Bob addresses this can cost-of-goods and the state of the economy. (23:15) What key points will Bob be watching as future indicators in Q4 2025? Bob is actually excited about customers’ future intended behavior and the emotions they are feeling. Look for abundant attitudinal research. That was a segment from the latest in Conversations with ICA. If you want to hear the full version, visit car wash magazine dot com to listen for free. While you’re there, subscribe to ICA to always receive the latest stories, insights and research from the International Carwash Association.

Designing the VIP Experience: How SUDS Helps Car Wash Operators Shine

In this episode of Conversations with ICA, Kendra Johnson SVP Growth - ICA talks with Derrick Burton Creative Design Supervisor DRB/Suds and Tasha Luttrell Account Coordinator DRB/Suds to explore what it really means to create a VIP experience in the car wash industry. SUDS is DRB’s marketing and data insights division that provides actionable analytics, creative strategy, and customized marketing solutions to help car wash operators grow memberships, increase customer engagement, and fine-tune their business performance. By turning data into strategy, SUDS empowers operators to better understand and serve their customers. Together, Derrick and Tasha dive into how car wash operators can elevate their customer journey through thoughtful design, organization, and authenticity—ensuring their brand stands out in a crowded market.    What You’ll Learn in This Episode   • What defines a true VIP experience—and why it matters for your brand. • How exclusivity can backfire if not carefully balanced. • The role of design and marketing in shaping the customer experience. • Steps to get started creating your own VIP program. • How SUDS leverages data and insights to enhance customer relationships and drive growth.     Episode Highlights (1:08) Derrick kicks off the conversation by defining a VIP experience. The three points paramount t this is being true to your brand, being novel/unique and personal.   (4:25) Why is being too exclusive possible detrimental? (5:48) How does the design and marketing of the VIP experience effect the customer? (8:40) Why should an operator go through the process of creating a VIP experience? (9:36) What are the best placements for the customer experience…what’s important? Start with being organized and clean in your overall presentation. (13:53) What are the steps to get started on a VIP experience? Derrick walks through the steps. (14:40) Tasha reiterates being true to your brand and being part of a neighborhood. (15:45) And now…what’s unique about SUDS? (16:57) Derrick adds that SUDS has an amazing amount of data they share with their customers (18:47) Kendra summarizes the conversation and points out the memorable points from the conversation.

Turning Data Into Revenue: The Future of POS at the Car Wash

In today’s express tunnel environment, your point-of-sale system isn’t just how you process transactions—it’s your operational heartbeat. From managing memberships to powering reporting and capturing customer data, it runs the show. But the biggest results appear when your POS connects seamlessly with other systems like license plate recognition, CRM platforms, tunnel controllers, and marketing automation tools. Integrations transform a simple gate scan into a churn alert, a personalized upsell, or a perfectly timed win back offer—without anyone lifting a finger. In this episode, Kendra Johnson, SVP of Growth at the International Carwash Association, talks with two experts from Rinsed: Braxton McKee, Senior Content Marketing Manager, and Jon Murphy, Team Lead for Car Wash Infrastructure. Together, they break down why POS integrations are non-negotiable, how they influence membership and marketing strategies, and what operators risk if they don’t connect their systems. What You’ll Learn in This Episode * What a modern, well-integrated POS system looks like under the hood * Why integrations are critical for today’s high-volume express washes * How POS data drives membership marketing and retention strategies * The difference between a connected POS and a siloed one * Common mistakes operators make when marketing without POS integration * The biggest risks operators face if they don’t integrate their tech stack Episode Highlights (:30) Meet Braxton McKee, Sr. Content Marketing Manager at Rinsed. (1:45) Now meet Jon Murphy, Team Lead at Rinsed and learn the unique perspectives he brings to the table. (2:45) What does a modern, well-connected Point of Sale System look like? (3:53) How does Braxton position data integration and use? (5:20) What are some real-time applications for this data? (7:03) Has it been proven that using data will move the needle on what matters to operators? (8:03) How does this data interactivity affect the back of the hours? Tunnel controls, 3rd party camera systems and POS. (9:46) What are the two biggest barriers faced in using data? Layering data and expense. (11:49) What’s the biggest risk of NOT integrating?  (12:55) What’s the biggest risk for the mid-tier operator? (15:20) Look forward to more insights from Rinsed coming soon!   Be sure to join ICA at Roadmap, November 3–4 in Dallas, TX, for two days of learning across Sales, Marketing, HR, and Operations. Registration is open now at carwashroadmap.com [http://carwashroadmap.com?utm_source=chatgpt.com]. Listen to full episodes at carwashmagazine.com [https://www.carwashmagazine.com] and subscribe to ICA for timely data, trusted insights, and business intelligence built for the car wash community.