Reflections on our Birthday

It’s our birthday! Yes it is. Yes it is.

On August 1, 2002, yours truly and business partner Pee Wee (see earlier blog) purchased the first Metro Car Wash on Oracle Road. Hard to believe 9 years have already slipped by, but then, it’s odd to think of all that has happened as well. It’s times like these when we just can’t help taking a quick inventory of the past, reflecting on the stories that got us to where we are. And to quote the late, great Jerry Garcia (it’s his birthday too, btw): What a long strange trip it’s been.

While our hair was getting thinner and our waistlines thicker, we washed cars and watched the world turn. We saw our nation go to war with Iraq (… again); we witnessed a company called Google go public and change our lives forever; we scratched our heads when Martha Stewart went to jail (Martha Stewart?) and sat numb when another Space Shuttle exploded; we braced ourselves for a Swine Flu epidemic, saw the death of the King of Pop and the birth of something called Brangelina; we got sick to our stomachs watching on as oil spilled massively into the Gulf of Mexico and wanted to cry viewing the tragedies of two different tsunamis, an earthquake in Haiti, and the flooding in New Orleans; we had to watch too many teams from Boston win titles and still never saw the Cubs win a single World Series; we witnessed Sadam Hussein hanged for crimes against humanity and witnessed the death of Osama Bin Laden; we saw the election of America’s first black president, became addicted to texting on smart phones, and witnessed the fact that novels and movies about vampires and werewolves took over the globe (who could have seen that one coming?); we got baffled watching the news that our country’s financial system had failed … that Wall Street had crumbled … that the term “bailout” could be used in dinner conversations; we watched in horror at multiple shooting rampages – something you can never come to terms with, especially when one of these incidents is in your own city, injuring one of your favorite customers.

And all of this only scratches the surface of the stories that unfolded.

In our own Metro-world, of course, times were also a changin. During the time it took our nation to go from 6 trillion dollars in debt to $13 trillion (numbers we still can’t get our head around), Metro Car Wash was also growing (though not at the same pace). We added a second location on Speedway, lots of new customers, and began to make a name for ourselves in Tucson.

In the process, we discovered that owning your own business is a lot like starting a second family. As it grows, you both struggle and celebrate, you fight and you laugh, and you always hang on to each other, because in the end, it’s all you’ve got. And just like a family (especially the colorful ones), having a car wash leaves you with plenty of your own stories. These didn’t make the national news, but I thought it might be appropriate to share a few today. We’ve always said: Metro Car Wash is one entertaining place to be.
So in case you missed some of these …

In the past nine years, my partner Pee Wee has fallen off a 30 foot ladder, been hit by a car, and found himself stuck, upside down, in a waste water reclaim pit. We’ve lost count of how many lives the dude has, but he does have an amazing ability to keep bouncing back.

As for me, an ex-accountant, I learned that the ability to go to work in shorts and tennis shoes (instead of a suit and tie) is an immeasurable luxury. Such leisure attire keeps you cooler in the summer, sure, but it also does wonders for your speed – something I didn’t realize I needed until I found myself running down the center of Oracle Road, chasing a guy on a bicycle whom I had just witnessed shoplifting from our lobby. The thief got away, but not before I came very close to getting my hand on the seat of his pants. And I’ll tell you this much: seeing a grown man run down the center of Oracle, shouting obscenities that I can’t mention here (suffice to say they’d make a pirate blush), at least sent a message to the would-be criminals around Metro; it said: Hey, we’re all just little crazy here, you might not want to try that again.

Crazy, actually, is something that seems attracted to Metro Car Wash.

Our car wash was once shut down by a police sting operation – they were cracking down on prostitution. And so why was Metro involved? Well, because after picking up a date, one of our customers decided the first thing to do was get a car wash (I wish I was kidding here, I’m not). He pulled in, followed by half of the Tucson Police Force. And his “date” (a working lady who also happened to be wearing a cast on her broken arm … I told you, crazy loves us here) decided that she wasn’t going out without a fight. What ensued at the Metro Vacuums resembled something out of a Woody Allen movie or an old episode of Laugh-In, one of those moments where you can’t do anything by just sit and stare with your mouth open, a little voice somewhere in the back of your head saying: Really? Owning a car wash is really what you want to do with your life?

On the subject of “dates,” I might also mention that we’ve discovered an underground culture that views the car wash tunnel in the same light as the Mile High Club. Not joking here either. Over the last nine years, on several occasions, we’ve had the unfortunate experience of witnessing, first-hand, couples attempting to … well … you get the picture. And let me just say this: (a) while we use a lot of soap here, the foam isn’t that thick, (b) while you may think our wash is thorough, it doesn’t take that long before you get to the rinse cycle, and (3) even if you like what you see in the mirror after your morning shower, it doesn’t mean everyone does. Enough said.

But of course, it hasn’t all been crazy either. As a matter of fact, I still wake up every morning happy to own Metro Car Wash and happy to go to work. Someone once told me: variety is the spice of life, and I think that can’t be truer than at our car wash. We really are a spicy business.

Every day we see hundreds of customers, each one bringing a little of their story into our lives. Sure, some are negative (I’ve had my life threatened because we forgot to put tire shine on all four tires); and sure, some are strange (there was one incident where an individual came back to the wash looking white as a ghost, said: “I left a brown paper bag on the patio. Did anyone turn it in?” When I said no, the individual spent an hour roaming the lot, going through the trash. When pressed, the customer said: “There was $20,000 in the bag. I didn’t want to leave it in the car; then forgot it under the patio chair.” Sad … and strange.); but for the most part, our customers are a fantastic bunch. Many of our customers have become good friends. Some have even ended up working for us. We’ve made customers cry when we’ve found jewelry under their seats that they thought they had lost. We’ve washed the cars of celebrities: professional basketball players, politicians, softball pitchers, golfers and even a movie star.

And it’s not just the customers, of course. It’s our employees too, who have added to the variety and spice of Metro. We’ve had some interesting characters over the years, for sure: budding rap stars, aspiring writers, a bull rider. But we’ve also been a stop for individuals heading for different careers, employees who have gone on to the Navy, to become nurses, and in one case a model.

The truth is, it’s these people (both customers and employees) who have inspired us to be a better business. Nothing hurts like a valid complaint; nothing feels better than a heart-felt compliment.

Over the last nine years, we’ve worked hard to constantly improve ourselves, to be both a better employer and a better service business. And as I reflect on the friends we’ve made and the stories we’ve created, I can’t help but smile. When I look in the rearview mirror, I’m pretty proud of Metro Car Wash. I don’t think we’ve done too badly. More importantly, I think we’ve only just begun.

Thanks for being a part of our lives these last nine years, folks. We’re looking forward to many more to come.

Stay clean my friends,

-DJ DripDry

Why You Should Fit a Car Wash Into Your Schedule

Let’s face it: washing your car is a chore. And that’s true even if you don’t do it yourself; even if you use a professional car wash like Metro. You still have to pull out of traffic. You still have to get out of your car, worry about collecting valuables, sort through envelopes and receipts that may or may not be garbage, and then lose 20 minutes of your life you’ll never gain back. I get it. Not as fun as a swingin’ costume party. Not as relaxing as watching the big game on your couch.

But I’d like to make a case for penciling us into your life anyway. And I think you might find it easier (and more affordable and more relaxing) than you think.

First off, then, let’s answer this question: Why should you regularly wash your car?

Here’s Metro’s answer to that question:

1. Investment protection. Here in Tucson, our vehicles are exposed to heat, acid rain, bugs, bird droppings, baked on break dust, and more than 30 other contaminants – some invisible to the naked eye. Without regular washing, these elements can cause serious, even irreparable, damage to your car’s paint, clear coat, and wheels. For most of us, our vehicles are one of our biggest investments. And washing your car means helping to keep your resale value up. You know those dull, spotted, rough-looking cars you see on the road that look like they’ve been hit by lightning? All non-washers. Every last one of them.

2. Personal Well-Being. It may sound strange, but it’s true. Just like a clean home or an organized office, a clean, uncluttered, freshly washed car will make you feel amazingly better (and you’ll probably think your car even runs better). Most of us can’t afford maid service (and it’s awfully hard to keep your office neat and organized), but swinging into a car wash on a regular basis is one cheap and easy way to sprinkle a little mojo back into your life. Since you spend so much time in the car, why not improve the quality of your life by at least having this area clean, maintained and smelling fresh. You’ll be surprised by how much better you’ll feel.

3. We’re cool guys. Regularly washing your car at Metro Car Wash means regularly hanging out with us, the Metro Team, even if it’s only for a few minutes. And let’s face it, we’re about as good for your soul as it gets.

Now that I’ve hopefully convinced you to consider washing your car regularly, I’d next like to suggest that you actually schedule us into your week (or your month).

Washing your car is like any task you don’t have to do – it’s easy to procrastinate. We all fill up with gas because if we don’t, we’ll be stranded on the side of the road. But tasks like oil changes, car washes, and trips to the dentist are areas we tend to let slide. And the best way to avoid this is to simply put Metro into your regular schedule. Pick a day of the week, for example (perhaps your least hectic), and make it a habit of visiting us on your lunch break or on your way home from work. If it becomes part of what you do, it no longer feels like a chore. Rather, it will become that one little thing you do for yourself that makes you feel good, adds a crisp organization to your life, and also makes you feel very sensible and grown up for being so responsible for taking care of your investment (we’ve studied this extensively and know it to be true).

And finally, I’d like to point how little this will actually cost you.

Let’s say you decided to visit us weekly (we would really like this). And let’s say you don’t need to get the inside of your car cleaned every week, so you decided to rotate between and Express Wash (just the outside) and a Full Service Wash (inside and outside) every other time. Additionally, let’s say you decide to join our VIP Club (a frequent washer program) that gives you $2 of credit every time you purchase a full service car wash, meaning that a full service wash will only cost you $6.99.

Quick math shows the following: Express Wash $3.99. Discounted Full Service Wash $6.99. Average weekly cost of keeping your car clean at Metro Car Wash: $5.49.

Yup. So let’s think about this. For less than $6.00 per week, you can:

• Maintain your investment and make your father proud,
• Have a shiny car in the parking lot at your place of work (which speaks volumes about how “together” you actually are,
• Keep a space in your life (where you spend a lot of time) clean and organized, which accomplishes just as much as visiting a therapist, and
• Look good as you drive down Tucson streets, the sun flashing off your shiny paint job and sparkling teeth.

I hope I’ve convinced you how important (and easy) it is to fit us into your schedule. So as you start contemplating your New Year’s Resolutions, perhaps you’ll keep Metro Car Wash in mind.

Until next time, stay clean my friends!

-DJ DripDry

Does A Bad Economy = Forgetting How To Work?

There’s been some good news, of late, coming out about our economy. Nothing earth-shattering, but we’re hearing that the Recession has (officially) ended and that people are starting to spend a little more money. Put another way, experts are saying they may be feeling a pulse.

And in Tucson, I think we’re beginning to feel that pulse a little as well. The streets are more crowded, restaurants seem busier, and at Metro Car Wash we’re beginning to see more and more of our customers. That’s all good news and makes me very happy.

Then my wife made the following comment the other day: “Have you noticed how bad the service in Tucson seems to be lately?”

I thought about what she said, and then had to agree with her. We began discussing how our last few restaurant outings had been less than stellar (at places where we normally receive great service); we mentioned the lack of help and assistance we’d received in the last few retail stores we’d been to. My wife scratched her head and then made this suggestion: “Do you think that in this bad economy, people have just forgotten how to work?”

On the surface, it seems like maybe a silly statement. But the truth is: I think she might be right. I know this, because at our car wash, we actually have a real-life example of this phenomenon every year; we call it our Post-Monsoon Slump.

For most of the year, Metro Car Wash is a pretty hoppin’ place. Each of our locations washes around 300 to 400 cars each day. And for the most part, we do it without breaking too much of sweat (figuratively speaking of course, because actually, it’s a very sweaty job). We process cars quickly, our systems flow, and the employees do their jobs efficiently and effectively. But then the monsoons come. Every July, August and September our car counts literally get cut in half as customers stop washing their vehicles in anticipation of the next rain storm. It’s understandable, really. And there’s nothing we can do about it.

But here’s the interesting thing: In the first month of monsoons, our employees go crazy with frustration at the lack of work available. They hustle through their tasks like they’ve been trained to do, but then find that there isn’t another car in line to work on. They get bored. They tell me it feels like the days last longer. They miss all the cars; they miss the fast pace, the high-demand, and the excitement. But that attitude only lasts for a while. By September, their perspectives have changed. Instead of being frustrated, they’ve acclimated to the new (slow) pace of business. They don’t notice that we don’t wash many cars. And they don’t realize that their hustle is gone. They don’t realize, that is, until the sun comes out and all of Tucson decides to get their car washed.

This is literally something we prepare for every year: motivating our employees to find the spring in their step that they may have lost over the summer. We don’t get frustrated, we just remind our managers that they’re going to have an extra challenge in getting everyone back up to speed.

And so I wonder if this bad economy isn’t having the same effect on businesses everywhere. We have slowed down; there haven’t been as many customers; restaurants and retail stores are less crowded. And it’s human nature to adapt to these new environments.

But if the economy is starting to turn the other way—if we’re going to see people pulling out their wallets again and filling up our stores and eateries—then as managers and business owners we also need to be aware that our employees might have forgotten how to meet that demand. It doesn’t mean they’re bad employees. It simply means that they’ve grown accustomed to a slower work pace. And it’s our job to identify that. Furthermore, it’s our job to provide the proper motivation to get them back into high-performance mode. Because the truth is: when demand rises, if a business isn’t prepared to catch it with consistent service, they’re in big trouble. Using the excuse “we’re really busy” for poor quality or poor customer service is about the lamest excuse out there. It says you’ve stumbled into success and that you’re surprised by it, because you’re really not that good.

So let’s hope this economy is feeling the first pulse of heartbeat. Let’s hope it is getting back on its feet. And while we’re at it, let’s hope that businesses and their workforce rise to meet the new demand with energy and great customer service. In the end, I suppose, that’s the American Way.

Until next time, stay clean my friends.

-DJ DripDry

A Guide to Washing Your Car

Being in this business, I take for granted that everyone understands why they need to wash their cars (as well as why they should wash them at a professional facility and what services they need to purchase when they stop in). Then I talk to a few customers and realize I’m completely wrong.

It makes sense, really. The topic of “car washing” is not one of those exciting discussions that seem to generate buzz around the water cooler (like, say, Lindsay Lohan’s latest escapades, government healthcare, the NFL weekend, or Jonathan Franzen’s newest novel). But still, we “car dudes” have feelings too. And since we’re passionate about the importance of our business, I thought I’d take this opportunity to briefly give you some information on (1) why you should wash your car, (2) why you should use a professional car wash, and (3) what services you should select on your next visit. It won’t be too painful, I promise. And you really might learn something.

First, let’s address why you should wash your car. The truth is: it’s more than just about looking good. Aside from the fact that a clean car says a ton about your image (that it greatly enhances your sex appeal and that it will more than likely help you get promoted in your career), it really is a low cost form of auto maintenance that will prolong the life of your car.

In most basic terms, there are just a lot of things out there, every day, that are degrading your vehicle’s paint. Bird droppings contain acid that burns through your clear coat and causes damage that can’t be repaired; brake dust actually eats into your wheels and then becomes baked-on in the heat; road oils and other pollutants can permanently dull your car’s color if allowed to sit for extended periods of time. It’s all much uglier than most people realize. And by simply regularly washing your car, you can remove these factors and insure that the look of your car will stay bright and protected for a long, long time. And that can mean more money to you at trade-in, or when you decide to sell it.

Next, there are also a lot of good reasons why you should wash at a professional car care facility (we personally believe Metro Car Wash is the best, but any of them are better than washing at home).

Now it’s possible, of course, that you have nothing better to do with your weekend than wash your car in your driveway. You’re someone who hates to go to a barbeque, you dislike sports of any kind, you detest kicking up your feet and drinking iced tea or beer, you shutter at the thought of relaxing in a pool, and you feel that two hours of your time under the beating sun is the perfect way to spend the precious moments away from your boss. But even still … you shouldn’t do it.

There are two basic reasons professional car washes are better than your driveway. First, when you wash in your driveway, the run-off goes into the storm drains, which does not go to a sanitation plant. The soaps you use, as well as the oils, brake dust and pollutants you remove, get washed into the lakes and rivers and the general environment. At a professional car wash, this polluted water runs through a sanitary sewer system and is ultimately processed in a sanitation plant. Second, by using a professional car wash, you’re saving a lot of water. Studies have shown that washing an average car, with a typical garden hose, will use about 116 gallons of water (seriously). An average full-service car wash, however, will only use about 40 – 60 gallons for every car (at Metro in Tucson, we can get lower than this due to our use of reclaim water). So think of it this way: using a professional car wash is actually your duty as a respectable member of society!

Finally, let’s discuss what service you should get the next time you come in.

Of course, every time you pull onto a car wash lot, a salesperson is going to try to sell you something expensive. But the truth is: there are times you need to spend the extra money, and there are times you don’t.

The question we get asked the most is: How often should I wax my car? And the answer is: it depends.

The sun’s UV rays are a major source of damage to your vehicle’s paint. And on newer cars, they’re now using less paint and less clear coat (to save cost), which means less paint protection. In other words, the more your car is out in the sun, the more you need to wax your car.

If you’re lucky enough to have covered parking throughout the day, then you may only need to wax your car every 4 -5 months. If your car is out in the sun all day, however, we suggest you get a wax at least every 3 months.

And one more point while we’re on this subject. If you regularly wash your car (2x per month) and regularly upgrade to a package wash with spray-on paint protection (like our Metro Wash), then you can also prolong the time between spending money on a complete wax.

So keep track of when you purchase, as well as what you purchase. And don’t get talked into something that you just don’t need.

Hope this information helps. Hope you haven’t been bored to tears.

Until next time, stay clean my friends!

--DJ DripDry

Meet a Metro Employee

When we started this blog, we said we wanted it to be different. We didn’t want to blog about car care, or something industry related (just a little boring, if you ask us). We thought we had a unique perspective of Tucson, because of our customers and our employees, and we wanted to share those with our readers. So in keeping with that spirit, I’m going to (every so often) sprinkle in a brief biography of an employee, or a customer, I think you should know about.

Today, I’d like to introduce you to Juanita, one of Metro Car Wash’s best employees, and one of the nicest, friendliest people you will ever be lucky enough to meet. And since you are likely a Metro Car Wash customer, you’ll have every opportunity to look for her and say “hi” at your next visit to our Speedway location.

I picked Juanita to introduce, because I think her story (and her character) are inspiring and a great example of hope (in a somewhat depressing era).

Juanita applied for a job with Metro Car Wash three years ago. At the time, she had just immigrated to Tucson from Equatorial Guinea, one of the smallest countries in Africa. As it so happens, it’s also considered one of the world’s most corrupt governments (we’re talking torture and unlawful killings by security forces, no freedom of speech, and extreme poverty for most of the nation while the government big-wigs collect American oil money … not a great place to be).

Juanita’s father had actually been a Spanish-educated dignitary for the country, but under the corrupt government he was imprisoned while Juanita was just a child. After his release, the family moved to Gabon, a neighboring county, because of ensuing death threats against him. The family lived in Gabon for 13 years, but was in constant fear. Eventually, the US Embassy convinced the family to leave Gabon for the United States for their safety. When the family arrived, Juanita was pregnant; the father of her child had not been able to come with them. She spoke no English. She had never driven a car. And she had never had a job.

Shortly after their arrival, Juanita had her child. And because she was younger, and more capable of work, she set off to find a job while other members of her family watched her son. Metro Car Wash was lucky: she came to us first.

While Juanita didn’t speak English, she did speak Spanish. We were able to communicate with her, and while we understood that she had no work experience, we were impressed by her great smile, her courage, and her willingness to learn. When people are good people it shows, no matter what the language barriers are.

And so here is what Juanita did: She started learning English immediately. She started going to school and is earning her GED. She learned everything she could about the car wash business and her job responsibilities. She learned to drive (standard and automatic). She began to excel at every position we gave her … began training others, began noticing when there was a problem, began coming to manager meetings (Saturday at 6:00 AM) and began participating with good ideas to make our business better. She was promoted. Then promoted again.

I’m proud to know that Metro gave Juanita an opportunity. But most of all, I’m proud of Juanita herself. In a world where too many people make excuses for why they’re having problems, or why they’re in some kind of a jam, Juanita is a great example of what can be accomplished with a positive attitude, hard work, and determination.

The next time you’re at our Speedway location, look for her. She’s hard to miss. She’ll have a huge smile on her face, and she’ll probably shout out “hello” to you. She is Metro’s shining example of what we want our employees to be: hard working, friendly, and in fact charming. I once overheard Juanita tell a customer: “I don’t care if I’ve only met you once. I’ll treat you as if I’ve known you forever.”

From our perspective, we hope we have her as an employee of Metro Car Wash forever.

Until next time … stay clean my friends.

DJ DripDry signing off.

Metro's New Scholarship Program

Consider this a follow up to last week's blog. Last week I mentioned that we were going to be launching a Metro Scholarship for at least one graduating Tucson high school student per year. This week, I thought it would be good to follow that up with a post from our upcoming press release on our one-of-a-kind fundraiser for the cause: Metro's Zombie Car Wash.

The press release is below. If you are a graduating high school student, are the parent of one, or just know one, be sure to pass this information along. We're really excited about this.

Haunted Car Wash promises thrills … and a scholarship

Haunted Houses are so yesterday. In today’s world of multi-tasking, why not get your car washed while you’re getting your Halloween haunting fix? At least that’s the idea local business Metro Car Wash has come up with in order raise money for their Metro/Harkin Scholarship Fund. They’re producing Metro’s Zombie Wash, which will be running on the five evenings leading up to Halloween from 7:00 PM to 10:00 PM at the Company’s Speedway location.

The Company is utilizing over 40 volunteers to create a zombie-themed thrill ride. Patrons will remain in their cars, and as they are shuttled through the car wash (their vehicles receiving a professional cleaning), they’ll be treated to a veritable assault of ghastly zombies, the supposed result of a terrible government experiment gone wrong. Or something like that.

“A haunted car wash is something we’ve wanted to do for years,” said Sean Storer, co-owner of the Metro Car Washes in Tucson. “Now that we’re raising money for our Scholarship Fund, it seemed like the appropriate time to finally roll up our sleeves and make it happen.”

The scholarship is the Metro Car Wash/Harkin Scholarship, founded by the owners of Metro Car Wash, Sean Storer and Craig Celentano, and Jeremy Harkin, a high school English teacher at Sahuaro High School and Tucson’s 40 Under 40 Man of the Year (2009). Both Metro and Harkin have long been involved in the community and local charities. When Harkin, a Metro customer, and Storer began discussing their passion for education, they teamed up to form a unique Scholarship Program that will provide a minimum of one graduating high school student per year with the funding for at least one full year of tuition at Pima Community College.

“The extent to which the scholarship will reach,” said Harkin, “depends on the amount of money we raise. At a minimum, we will fund one student’s full-time course load for a full year. If we raise additional funds, then we’ll be looking at additional scholarships. We’ll also be looking at funding a second year of tuition for those scholarship recipients that do well in their first year at Pima.”

Application for the Metro Car Wash/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. Information on the Scholarship will also be available at the Zombie Wash.

“Ultimately, we’re hoping this event is something we can do every year,” said Storer. “Our intent is to keep sending students (who wouldn’t otherwise have the opportunity) to college year after year. With that being the goal then, we’ve really put a lot of work into making sure this Zombie Wash is a hit.”

The Zombie Wash opens on Tuesday, October 26 at 7:00 PM at Metro’s Speedway facility (located at 5150 E. Speedway Blvd., between Swan and Craycroft). It will run nightly until 10:00 PM through Saturday the 30^th. The cost to ride through the wash is $10 per car (cash and credit cards accepted). From the safety of your vehicle, you’ll then be treated to a car wash, as well as a good-old, hair-raising zombie attack. In addition, there will be a live DJ, refreshments, costume contest, raffles, and more. Further information on Metro’s Zombie Wash can be found at www.metrocarwash.com, www.zombiewash.com, or by calling Metro Car Wash at 520-795-9600. Proceeds from the event will go to the Metro Car Wash/Harkin Scholarship Fund, which will begin sending students to Pima Community College in 2011.

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What I've Learned From the Car Wash

I was recently asked how I got into the car wash business. It’s actually a question that get’s brought up frequently. I’ve been in the business, now, for 12 years. I used to be a CPA (a very different life). And people want to know: how did I get from there to here. But as I gave my answer, I realized something: How I got to be a car washer is not nearly as interesting as the lessons I’ve learned since I began washing cars for a living. Maybe it’s this way with any business. But I can assure you, running a car wash could fill a book with Life’s Little Lessons.

So I thought I’d take the time to write down just a few of the things I’ve learned from the car wash. Here’s a very abridged list in no particular order:

Clean cars do make people happier, but most people don't wash their cars regularly.

Out of the 400 customers you see in a day, 398 are wonderful; but it’s the other two you'll talk about over dinner.

People carefully look their car over after a wash, not before; but you have the same chance of winning the lottery as you do of convincing a person a scratch might have already been there (even when we don't have anything that scratches paint and the gash looks curiously like the lingering story of an unhappy shopping cart incident).

Being generous to your employees will break your heart long before it breaks the bank.

Wearing a T-shirt and shorts to work is immeasurably better than wearing a white-collared shirt and a tie. Also related: leaving your job to gamble on starting your own business is one of the scariest, hardest, most draining things you can do; and for the most part, you'll love every minute of it.

It really does mean something to be locally owned and operated.

The better you get at what you do, the dirtier your competition becomes. And while I'm saying that, let me say this also: people, for the most part, are honest; but don't ever be surprised by how dishonorable your competitors can be.

The customer is not always right; but neither is the business.

Immediately taking responsibility for bad service or poor quality can provide you with an opportunity to find a life-long customer (and sometimes a friend).

Don't ever be so arrogant that you won't listen to a complaint or a suggestion; you can always make your business better.

Most of the cars on the road are dirty and most of those people have never heard of Metro Car Wash.

Whatever the temperature is, it's always a lot hotter when you're drying off cars.

Working at a car wash is not a job that gets the opposite sex excited; I'm glad I'm already married.

It rains more often directly over the top of a Metro Car Wash (than other spots in Tucson).

You should never be so busy that you can't take time to talk to your customers ... or your employees.

The boss’s mood, good or bad, is a fast-spreading virus; smiles and frowns are both contagious.

You always have to spend time working at the lowest position to really know what's going on in your business; step out of your office every day.

Compliments from customers never get old; complaints always hurt.

A really good start to building a successful business is getting up early … every day.

I could keep writing folks, but I’ve got to go. There are cars to wash (maybe yours). So until next time, stay clean my friends.

DJ DripDry

Letter to the President

Believe me: this is not a political statement. My hope is that our Company would never appear biased. The purpose of this blog, as stated in our very first posting, was to provide readers with a unique perspective regarding our Tucson customers, our employees, and our small business. That being said, we felt some of this information might be enlightening to our President as well. Recently our President has been touring the United States, stopping in to visit small businesses to get a feel for the economy and our struggles on a ground level. I appreciate this endeavor. And to that end, here is a copy of our letter to the White House.

Dear Mr. President:

We are writing to you to provide you with a brief picture of our small business. We appreciate the challenges placed before you and we empathize with you. As a small business in Tucson, AZ, we have our challenges as well. This letter is not a complaint; we have no intention of whining (it’s never done us much good anyway). What this letter is, is an honest and straightforward attempt to provide you with a ground level view of the issues we face, the goals we still have, and the entrepreneurial spirit we refuse to give up. Above all, we want you to know that we still believe in this Country. And we want to make sure that, in at least some small way, we are a part of the efforts aimed at bringing America back to prosperity.

As a little background, let me tell you that my business partner and I own and operate two car washes in Southern Arizona. We have about 60 employees. We do not come from wealthy families, so to achieve the dream of owning our own business we worked and saved until (in 2002) we were able to purchase our first car wash. Since that time, we have put everything into our business to assure we deliver great customer service and an exceptional product. We believe we’re succeeding on these fronts; we wash a lot of cars and have an extremely loyal fan base. We love what we do. And we think it shows to both our customers and our employees.

But working hard and loving what you do isn’t always enough. We’ve gone through (and are still going through) an extremely challenging period. Like so many other businesses, we’re struggling.

I wish that there was one clear problem I could point to. I wish there was one blatant, giant, issue that, if resolved, could get our business back on track. But of course, things are more complicated than that. There isn’t one cause. And there certainly isn’t one, single universal solution (I assume you would understand this more than just about anyone).

In terms of our business, things started down an uncomfortable road with the increase in Minimum Wage. For a car wash, whose Labor accounts for over half of its expenses, this increase created a significant strain. Unfortunately, we had to cut jobs. I don’t necessarily disagree with Minimum Wage increases, but for small businesses, it simply equates to a cost increase that can not be born (at least in the short-term) by the consumer. In other words, you can’t raise your prices to match a Minimum Wage increase, because your customers won’t be your customers anymore. And to add even further weight to our troubles, shortly after this cost increase, the economy began its slide. “Raising prices to cover the increase” never even became an option. We were more concerned about customers continuing to simply drop by. Our product was still a great one, but unemployment, pay cuts, and general fear have a considerable impact on what the public views as a prudent purchase. It is what is. And so cash got short and we went looking for any and all refinancing options in hopes of freeing up working capital and gaining a little bit of breathing room. Sounded like a good idea. Only … I’m sure you can imagine how that turned out.

The truth is: I wake up every morning worrying about whether or not we’re going to make it. I worry about paying my mortgages. I imagine the shame of failure. I think about what a tragedy it would be for a business like ours to go under—not just for me personally, but for the thousands of customers who have come to love us and the 60 employees and their families who depend on us. This fear is real.

But doom and gloom isn’t the real point of this letter. You’re out attempting to get a look at “the ground level” of our economy. I appreciate that. And I think you also need to know that, for all the bad news generated, there is still a lot of heart out here too.

At least where our small business is concerned, here are some of the bright spots I see.

First, these hard times have made us a much better business. In order to survive, we’ve had to re-engineer our entire business model to make it more efficient. When we do come out of this bad economy, we’ll be stronger than ever.

Second, this economy has made us a more generous company. That may sound odd, but it’s true. It is our belief that an economy will prosper only when all areas in the community get their footing. We became concerned about the impact the economy was having on our local charities and not-for-profits. And in an endeavor to help them, we created a fundraising program that is far more proactive than anything we’d done during the “good times.” Our two little car washes are now partnering with (and raising money for) over 20 local and national charity organizations in Tucson. Not only this, but we’ve created our own scholarship program in order to send a high school student (who otherwise wouldn't have had a chance) to go through two years at our local community college (full tuition paid). I mention this, not to brag, but to show you signs of hope. When times get tough, America needs to find its generous spirit—its one of the things that truly makes us great.

Finally, I believe this economy has bettered the relationship between employer and employee. There is no question that our employees seem to value and appreciate their jobs more these days. But likewise, as an employer, we've found ourselves much more involved with our employees too. We’re more empathetic to their financial struggles, because we’re all in the same boat. Furthermore, we know that in order to keep customers, we have to have happy employees to deliver our desired service. And having happy employees requires more than writing a paycheck—it involves listening, partnering, and helping in non-financial ways. As an example, our Company is now offering both free Financial Planning Classes and free English Classes to our employees. We may not be able to provide them with all the financial benefits we’d like to, but we’re also learning there is still a lot we can give. And this translates into mutual appreciation and an improved working environment. Again, it’s better than it was in the “good times.”

I of course have no misconceptions: I realize that it is very, very unlikely you will ever read this. But on the off chance that you do, I’d like to extend an invitation for you to come visit us. We’d love the opportunity to show you, firsthand, the challenges we are facing, as well as the solutions we are implementing. And if we don’t meet, well, know this: Metro Car Wash wishes you the best in your efforts to rebuild this economy. We understand that there is a monumental task set before you, Congress, and the American people. We also know America has always been greatest in the face of trial. For our part, we’re going to keep on fighting at the ground level. We’re going to continue to be inventive, continue to focus on our customers, and continue to strive to be the best business in Southern Arizona.

Respectfully,

Metro Car Wash

Don’t know if he’ll read it, folks. But until next time …

Stay clean my friends.

-DJ DripDry