Why is Everyone So Angry?

Is it just me? Or do there seem to be a lot of shorter fuses these days?

You know, I’ve always said that being in the car wash business gives us a unique opportunity to keep a pulse on the general public. We see over 600 people a day at Metro Car Wash; and while this may not be an official Gallup Poll, it does give us a fairly good sample of Tucson’s population, a gauge on the collective attitudes in the Old Pueblo.

So I gotta tell ya, folks: holy bat guano, but have we become a testy bunch!

Maybe it’s the heat. Maybe it’s the economy. Maybe it’s just all the bad news we have to read and hear everyday. But one thing’s for certain: at Metro, we’re just seeing a ton of grumpy people these days. And that stinks.

Far be it from me to judge. I’m sure there are a lot of people going through some very stressful times. And I’m also glad that, even though angry or depressed, these same individuals still want a car wash. But a recent incident just got me really thinking about these bad attitudes … enough so that my wife thought I should pass it on to you.

Let me start by saying the following: I understand completely that Metro Car Wash isn’t perfect. We make mistakes every day. We let customers down every day. I don’t like this, but it’s the truth about any business. You just have to hope that you catch your mistakes and make them right as quickly as possible. That being said, I also know we’re a good organization. We care about our customers, we work hard to deliver a quality product, and we do more than any of our competition to offer a value price and to help out in the Tucson community. Furthermore, when we do make mistakes, we’re the first to admit them and fix the problems.

So … last Saturday … we had a problem. More specifically, the Free Vacuums at our Speedway location blew up. There was a noise similar to car crash, then a mushroom cloud of dust and smoke. The reason? A bolt on the inner-motor housing came off and got sucked through the producer. Long story short, it destroyed our 20hp vacuum. It wasn’t anyone’s fault, just that dirty little bolt’s (and truthfully, it couldn’t have been very pleasant for the bolt either). The bad news: from Saturday afternoon through Monday (when we could get to a supplier), we couldn’t offer the free use of vacuums to our Express customers. That really sucked (I just couldn’t help myself there).

Now, there are a few things I’ve mentioned that I think are worth repeating. Let’s start with this: the vacuums are FREE. Several years ago, we thought it would be nice to offer the use of FREE vacuums to our customers who purchased our Exterior-only wash. We didn’t raise the price (we kept it at $3.99); we just thought it would be really cool (and something no one else was doing) to add this value option. We figured it would make people happy to be getting something for nothing. And we were right. We have an army of faithful customers who get their car washed and then prefer to vacuum their own vehicles.

So on Father’s Day weekend, I had a feeling we’d have a few complaints about not being able to use the self-serve vacuums. We did. And 90% of those same people understood. A few even said they were sorry for us – that they could imagine how costly it was going to be to fix. These same people said things like: Hey, it’s FREE. I’ll just come back on Monday. No problem. Not that big of a deal. To all of you in this group: a sincere thanks for understanding, it means the world to us.

Then there were the other 10%.

I won’t go into details. Suffice to say there was considerable shouting, there were accusations of fraud, there were threats of never returning to Metro Car Wash. In all honesty, it was brutal. The fact that it was something free (like our coffee or our wireless service or our travel trash bags), meant nothing. From their anger, you’d have thought we’d just mugged their grandmother. And if this wasn’t enough, on Tuesday we also received a letter. The complaining that one gentleman had done on Sunday wasn’t enough. He took the time to write down a full page of irate dissatisfaction. I should point out: there was never a complaint about bad wash quality, it was all about not getting the FREE vacuums.

I wish I were kidding. I’m not. In this letter, I was told that I was a terrible business, that I was misleading consumers, that I should have given everyone free car washes as compensation, or at least upgraded everyone to the Full Service. He ended the letter by reminding me that (1) it was Father’s Day, (2) he was a father, and (3) “it would have been nice to have received a little extra on my day.” That last part was a direct quote. His day. When I put the letter down, I was dumbfounded.

Why are people so angry? They purchased a car wash, they received a car wash (an amazing value for something less than $4). From the comfort of their car, their vehicle was cleaned and polished by intricately tuned equipment, rinsed with gallons of specially treated water, and finally hand-dried by employees working in the blazing sun. The staff was polite, waved, said Thank You. We apologized for the free vacuums being down, said we believed they’d be available for use in a few days (free of course) … and for this – for this lack of free suction – people completely lost their cool. My manager said it was one of the worst days he’d ever experienced, so many people yelling at him, so many furious individuals.

What’s happening with our country? As I read the gentlemen’s complaint letter I got to thinking. As he was taking the time to write a full-page attack on Metro for not having free vacuums, fires were burning down Sierra Vista, homes were being lost; at the same time he was spending his free moments telling us that we had wrecked his day, some young father had just lost his job, someone had just been informed they had cancer, parents were just told they’d lost a son in Afghanistan.

To be truthful, his letter disgusted me.

I’m no preacher folks, but here’s what I want to say: if Starbucks is out of cream for your coffee, if the yogurt shop has run out of your favorite flavor, if the restaurant is a little short-staffed, or if there’s an “out of order” sign on the gas pump … please, take a deep breath and think about how much worse things could be.

These aren’t issues; they’re minor inconveniences. That’s all. And losing your temper or raising your voice does nothing to fix things. Believe me, if it were so, we would have shouted our vacuum back into working order.

And look, I’m guilty of it too. But that customer’s letter got me thinking in a way he never intended. After reading it, I realized how much I didn’t want to be like him. Life’s too short to let the small things eat you up. There’s enough trouble in the world, with or without the vacuums humming at Metro.

Hope this gave you food for thought, Tucson. And please, stay clean and CHEER UP!

--DJ DripDry

CONGRATULATIONS TO OUR FIRST METRO/HARKIN SCHOLARSHIP WINNER

It was only a year ago that we dreamed up the idea of the Metro-Harkin Scholarship: a unique program that would pay for one complete year of schooling at Pima Community College for one deserving Tucson high school graduate. Twelve months later, the Scholarship has been established, funds have been raised, a crazy Zombie Wash was let loose in Tucson, and Terrence Peel-Charles has been awarded the first ever Metro-Harkin Scholarship for the 2011-2012 academic year.

For those of you who need a little reminding, the Metro-Harkin Scholarship is open to any graduating Tucson high school student. The aim of the Scholarship is to provide a higher education for hard-working and hard-studying individuals who might not otherwise have the means to attend college. The Scholarship was created by the owners of Metro Car Wash and Jeremy Harkin a high school English teacher.

So … for this blog, we thought we’d share a little from our upcoming press release with you. We’re proud to introduce you to Terrence, Metro’s first-ever Scholarship winner …

From the Press Release: Marana Student Wins Metro/Harkin Scholarship

Terrence Peel-Charles (18) is a recent graduate of Marana High School. He earned a 3.4 GPA, was active in Key Club, volunteered for various charity events including Aids Walk and the Special Olympics, and worked part time as an after-school Classified Enrichment Instructor. Perhaps most notably, Terrence received an opportunity his Junior Year to participate as a foreign exchange student in Germany. He didn’t know the language, had never taken a German class, and knew no one in the Country. Still, none of this stopped him from packing his bags, leaving the comforts of his family and friends, and heading to Europe for a year of his life – an intimidating scenario for anyone, but an experience that helped him grow significantly into adulthood.

“Living in Germany helped me learn things about myself I didn’t even know,” says Terrence. “The most difficult task in my life was to grasp the German language. I had to learn German at a very fast pace to survive at school. I got home from class, took out my homework and my German-to-English dictionary and translated the whole assignment for hours on end until I understood it.”

In addition to challenging him educationally, Terrence claims the experience has also made him “a more worldly person”, more aware of cultural differences (and how to navigate those barriers), and more understanding of what it means to be alone and have only yourself to depend on. These, in turn, have now shaped his goals for the future.

“I came back to America with something to prove to myself,” says Terrence. “I’ve learned there is really no challenge I can’t handle. I want to become a doctor, hopefully one that can travel abroad. And I’m not going to let any obstacles get in my way, financial or otherwise.”

Terrence is now planning to attend Pima Community College for two years before transferring to the University of Arizona. He is extremely grateful for the Metro-Harkin Scholarship, a program that will pay entirely for his first two semesters at Pima. In addition to his own education, Terrence also holds a part time job teaching children in an after-school program (holding a part time job during the academic year is a requirement of the Metro Scholarship).

“We had a lot of great applicants,” said one member of the committee that selected the recipient. “There were interesting stories, unique backgrounds – a bunch of deserving kids, really. The selection process was difficult, but in the end, Terrence was the clear winner.”

The Metro-Harkin Scholarship is funded by Metro Car Wash, as well as through donations they receive. Last year, the Company raised the lion’s share of the Fund by hosting Tucson’s first ever “Zombie Car Wash.” The charity event turned Metro’s Speedway location into a haunted theme-ride for one week in October and was met with rave reviews. The Company is planning on another Zombie Car Wash this fall; this time around Terrence will be helping.

Terrence’s selection as the Scholarship Winner was based on a committee’s cumulative score that was comprised of his grades, his scholastic attendance record, extracurricular participation, two essays, and a final interview. The Metro-Harkin Scholarship is open to all Tucson graduating high school students. Information and application instructions can be found at www.metrocarwash.com, www.metroscholarship.com, Pima Community College Foundation, or at either of the Metro Car Wash locations.

(Terrence Peel, 2011)

Meet a Metro Owner

The following is a brief story about one of the nicest cowboy-hippies, turned pro-golfer, turned pro car washer, you’ll ever meet. They call him Pee Wee. And yup, we can almost say that with a straight face.

We always said this blog was going to be different. We always said it was about our community, about people. And so for this issue, I figured: why not introduce you to one of us. Why not tell you a little about one of the owners, Craig Celentano, and about his strange journey that ultimately landed him here, wiping down your car at Metro Car Wash.

First off, let’s get this straight: Craig Celentano is Tucson, through and through. He was born in 1958, the youngest of four boys (saddled with the nickname Pee Wee) and raised here in the desert by parents who had fallen in love with Southern Arizona. They loved it so much, in fact, that while Craig was still a teen his father decided it was high-time he and his sons became real-deal, authentic cowboys (the only kind to be). And so with money the Old Man had saved up, they purchased a ranch near Dodge and River – yes it was a real ranch, even though it was in the middle of town – and got down to the business of doing what cowboys do: purchased some horses and a single cow.

The cow’s name was T-Bone. And, as it turns out, T-Bone had a significant impact on young Pee Wee’s life. Primarily, the cow taught him (and his family) that maybe Pee Wee wasn’t quite cut out to be a real-deal ranch hand. After a mishap we don’t need to discuss, T-Bone found himself wondering down River Road at rush hour. Craig is still not sure where the cow wanted to go, but back to the Ranch certainly wasn’t it. When our young cowboy finally did catch up with the beast (lassoed it and at least wrestled it to the side of the road), T-Bone made a stand. It was a stand strong enough that gallant Pee Wee and his horse couldn’t budge him. A truck had to be called in for reinforcements. And as Craig Celentano helped tow T-Bone home behind the bumber (through rush hour traffic, the desert sun beating on his shoulders, horns honking), it gave him the much-needed time to think that, possibly, there was more to his future than cattle ranching.

Lucky for Craig, opportunities presented themselves. Craig’s dad was a local entrepreneur. The family first got into the restaurant business, owning the Frost Tops and then Frontier Drive-ins (for those of you old enough to remember Tucson in the 70’s), then expanded into the self-serve car wash business. The Celentano family was an Italian family with an old-school work ethic. What that meant for the boys was the chance to learn every job (at the restaurant and the wash), to work night and day (when not in school), and to do both with a smile on your face and not much pay (in other words, life as it is today). Craig could have grumbled and whined, but the truth was, even back then, there was something he really began to love about the car wash business.

But car wash careers aren’t often on the minds of high school kids. Craig attended Amphi High, and initially saw himself as a professional baseball player. Who knows what would have transpired, too, if he hadn’t blown out his knee his Freshman Year – in his mind, the only thing stopping the world from seeing another A-Rod. Instead, Craig was forced to find a new sport, something less physical. He picked up a golf club. And surprisingly, he was really good. Craig qualified for State three years in a row, mulled over his future, and went to college at the U of A. He continued to play golf, but hadn’t begun to take it seriously yet. In truth, he wasn’t taking much seriously at the time. This included his education. After two blurry years of college, he was kindly asked to leave the U of A … but hey, it was the 70’s.

So what’s a guy to do? Craig thought it over some more. He decided he needed a change of scenery. He’d grown his hair out. He thought possibly he’d make it big in California, thought maybe he’d outgrown Arizona. Again, who knows what the world might have inherited (Action film star? Philandering governor?), if it weren’t for another unexpected turn of events. This time it was serious. For a young man in California, there was of course the draw of the ocean, the draw of the beach. But while body surfacing one afternoon, Craig took a header into shallow water. It was a fluke accident. And it left him with both a broken back and a broken neck.

Craig is lucky to be alive. At the very least, he should have been paralyzed. But another thing about Craig is his stubbornness. And for whatever reason, he was both lucky enough and stubborn enough to beat the odds. The doctors called his case a miracle (I, on the other hand, tend to think more about the obstinate part); he woke from a coma, worked himself through rehab at Hogue Memorial Hospital in Newport Beach, and after a long recovery was finally released. Not surprisingly, he headed straight back to Tucson. California, he decided, was not for him.

Back home, Craig began working in his family’s car wash business again. It was a job he liked, it fit him; fate was obviously calling. Only, he wasn’t quite ready to give in completely to the car wash gods. He had one more career he needed to try first.

Not long after he returned, Craig was introduced to Don Pooly (a PGA pro and former UA golfer). Craig had never stopped golfing, and Pooly was impressed enough with Craig’s game to help him into Peter Kostis’s Golf Digest School. Craig practiced, became a PGA professional out of Arthur Pack, and entertained aspirations of trying out for the PGA Tour. He spent four years working as a club pro and playing Mini-Tour Events before coming to the conclusion that, while good, he wasn’t good enough to go all the way. That being said, I still wouldn’t bet against him if you end up playing him. Someday, we may have to have a Metro Charity Golf Tournament just to prove my point.

Life’s a funny thing. Sometimes, the thing your best at is right in front of you. You just don’t see it. I sort of think that was the case with Craig. He returned once more to Tucson, to the car wash business. This time, the family’s car wash business was purchased by Blue Coral, a car wash chemical company. Craig was offered a job. It wasn’t a family business anymore, it was a big business. And over the next seventeen years, Craig rolled up his sleeves and dove into the industry with a passion. He lived and breathed car washing. He became Blue Coral’s Vice President of Sales/R&D/Tech Services – a long title, but a fitting one. He traveled all over the world as a car wash expert, selling soap, improving operations, innovating new equipment. In the car wash industry, there are very few people who don’t know the name Celentano. Lucky for Metro (and Tucson), Craig wasn’t quite finished.

Pee Wee, our cowboy with a broken back and killer golf swing, missed the intimacy and sincerity of a family business. His career was going great, but it wasn’t enough. He had a vision of what a car wash should be. He wanted his own business in Tucson. It was a dream that stuck in his head, rattled around but wouldn’t shake loose. He kept his eyes open, waited for an opportunity.

In 2002, Craig finally pulled the trigger. He’d met Sean Storer, an accountant, in the summer of 2000. He’d shared with Sean his idea for what Tucson needed in a car wash, and Sean had agreed. The two formed a partnership, drafted a business plan, and purchased their first Metro Car Wash on Oracle Rd. in August of 2002. The rest, as they say, is history.

And of course, you can still find Craig today, walking around Metro, fixing equipment, rubbing bumpers, talking with customers. He’s kept to his vision of what a quality, locally owned business should look like. The truth is: Craig loves what he does and we think it shows.

Thanks for sticking around to read this, folks. Granted, it may not be a best selling biography. But I do hope it gives you a little glimpse into who Metro is and what we’re about. The next time you’re by, look for Craig and introduce yourself. He’d love to meet you.

Until next time, stay clean my friends!

-DJ DripDry