Car Wash M&A, The Podcast Episode 5 Overview

HOW RETENTION EXPRESS HELPS CAR WASH OWNERS
Retention Express offers a cost-effective, outsourced customer experience solution across all touchpoints to help owners gain a competitive market advantage. As a white label call service, Retention Express works with each owner and operator to establish a playbook with custom scripts and resolution options so that representatives can take action when the call arrives. Bobby Thomson, the founder of Retention Express, discovered that lack of response to customer concerns caused a lot of churn for car wash owners, and a timely, streamlined way to address those calls can make a huge difference in retaining memberships and keeping customers happy.

As Bobby shares with Lanese in the latest Car Wash M&A episode, “We open up all channels for a consumer to communicate [on behalf of] that brand, not only through a phone call, which was forwarded to us, but [also through] email. We open up to a live chat; we open up texting. We can do social media through private messaging when people reach out.” By engaging in many communication channels, customers can share their concerns in a convenient, easy method they are comfortable with and they are more likely to receive a quick and satisfying resolution.

PARTNERING WITH AMPLIFY WITH LAUNCH OF AMPLIFY VENTURES
Amplify Car Wash Advisors announced the launch of Amplify Ventures, a new vertical within the firm, and a partnership with Retention Express is one of the first components of that vertical. At Amplify, we recognize that addressing customer concerns in an efficient and effective manner is a pain point for many car wash owners and operators. That’s why we are excited to partner with Retention Express to help alleviate some of that burden on car wash staff and management, while also providing the car wash customer a better experience and strengthening their relationship with the brand.

As Lanese shares in the episode regarding the launch of Amplify Ventures, “The car wash industry is catching up on a lot of these technology advancements that really show that our business and our industry are continuing to elevate professionally. And with that, we have this opportunity to keep expanding on these solutions and these new technologies that are helpful to car wash owners, and that is what we are doing. That’s what our goal is: to keep this ball going forward and offer more solutions to car wash owners.”

THE IMPACT OF FIRST CALL RESOLUTION
At Retention Express, the goal is to resolve a caller’s issue during the first call if possible. Because of the close work and established procedures already in place once Retention Express partners with a car wash business, agents responding to calls are empowered to take action that often resolves the issue within that first phone call. Retention Express staff members have access to point of sale platforms for the car wash businesses they serve; this ensures quick and effective solutions for customers. In situations where a first call resolution is not possible, agents work quickly to touch base with the car wash owner or manager and then promptly get back to the caller to ensure that the issue does not remain unresolved.

As Bobby states in the interview, “We [at Retention Express] help solve and really work to a win/win solution at every level we can. And the best way to create a high level of customer experience is to create a first call resolution. People don’t have time, for a $30 membership, to call you back eight times. They don’t want to do that! And if you put them in that position to do it, there’s only one loser in that situation! It’s going to be your brand.”

WATCHING THE BACK DOOR AND PROTECTING MEMBERSHIPS
In addition to helping customers feel satisfied that their concerns are heard and quickly addressed, another valuable aspect of the system is the data collected during the calls. Because agents are answering the phones thirteen hours a day, seven days a week, they quickly notice trends and concerns. If there is a technical problem or another issue on site, agents can often identify the problem quickly and notify the car wash owner or manager about the issue so that it can be addressed immediately.

As car wash folks know, weekends are usually busy and not the time when staff are in the office addressing issues that come through email submissions or phone calls. Rather than those voicemails and messages pile up, Retention Express agents are available throughout the weekend, responding to and documenting the concerns that come in so that managers and other staff members are not inundated on Monday morning with a back up of concerns that need attention.

Want to dive deeper into car wash M&A information? View all Car Wash M &A, The Podcast episodes here:https://amplifywash.com/podcast

Jet Brite Car Wash

With decades of hands-on experience as operators, when it came time to sell our car wash business who we sold to was important to Sam and me. Chris [Jenks] and the team at Amplify listened to us throughout the entire process. They found the right buyer in ZIPS who would be a good steward of the brand and helped find the best path forward for us where we can continue pursuing our passion for manufacturing high-quality car wash equipment.  

Jet Brite Car Wash  
Dave Delesandro  | Founder

Quick N’ Clean

My relationship with Commercial Plus over the past 20 years has been a very professional and trustworthy relationship. The feel of trust is very important in this business, and Jeff Pavone and his staff have exhibited a level of trust that makes me continue to feel that they have my best interest front of mind. I deal with many brokers across the nation, and my best experiences and results have been achieved with Commercial Plus representation.

Quick N’ Clean
Richard Karle | Owner

Zips

It’s been a great experience working with Amplify Car Wash Advisors to bring these sites into the ZIPS portfolio. We look forward to serving Dallas area customers with an enhanced car wash experience unique to ZIPS, with the added benefit of our extensive network of stores. This year we have continued our aggressive growth track with the goal to truly shine in our efforts to be the best express car wash provider in the industry and it’s acquisitions like this that help us reach our goals.

Zips
Gene Dinkens | CEO

ModWash

It was truly a pleasure to work with the Amplify team on our most recent acquisition of three additional operating locations in our home state of Tennessee. Their team provided great support and ensured a timely and seamless closing process, and we are excited for the additional growth opportunities this relationship will produce in our near future. We know this is the first of many transactions we will successfully complete with the Amplify team as we grow from our current operating store count of 23 to well over 200 locations across 14 states in the next two years.

ModWash
Brian Thornton | COO

Busy Bee Car Wash

For years I’ve talked to a lot of brokers with the same goal; sell your car wash chain as quickly as possible. But I chose to work with Amplify because they were interested and invested in the emotional side of selling my business and truly value long-term relationships. They weren’t forcing me to take a deal just to take a deal. They listened to my concerns and goals then educated me on all my options. And that’s how I decided on the right partner for my chain specifically. I went to bed at night after I signed the papers knowing I got the best deal possible versus just having any deal put in front of me that is only about money.

Busy Bee Car Wash
Jim Mulholland | Owner

Q Car Wash

We really appreciate Jeff and his entire team at Amplify. Their expertise and deep industry knowledge helped us navigate our options and best showcase our strengths to maximize our value. Caliber is a good fit for Q Car Wash as they look to expand in North Texas.

Q Car Wash
Viran Nana | COO

Cobblestone Auto Spa

I have known both Jeff and Bill for over thirty years combined, and respect them both as experts in our professional car washing industry. Their unique and individual strengths bring very strong talent and advice to operators, sellers, and buyers with sharp knowledge, client’s best interest in mind, and an actual personal touch. They hold the expertise and performance track record to hold a very high level of respect within this rapidly-changing car wash industry.

Cobblestone Auto Spa
Tuck Bettin | CEO

Oasis Car Wash

Turning over a business you started from one shovel of dirt 25 years ago and grew to several locations is a difficult and even uncomfortable process. So, when it came time for Larry and me to sell, we chose Amplify Car Wash Advisors to guide us through the process because of their strong reputation and thought leadership in the industry. Their team was professional and did a great job walking us through each step.

Oasis Car Wash
Dallas Hawkins | Partner

Busy Bee Car Wash

Selling our business after 52 years is big deal and certainly not a decision I took lightly, turning over our family legacy was an emotional process and I appreciated that the team at Amplify respected that. They helped me understand my options and found the best deal for me.

Busy Bee Car Wash
Jim Mulholland | Owner

Ducky’s Express

I have been a multi-site developer and operator in the car wash industry for over 30 years. Four years ago, a partner’s health concern forced me to sell a portion of my portfolio, and during that process, I was introduced to Jeff Pavone of Commercial Plus. I was immediately impressed with Jeff’s knowledge of my industry and his volume of successful deal closings. In a very short period of time, Jeff found the right buyer at a very fair price, and the transaction closed shortly thereafter. I was looking for a team with honesty, integrity, and a proven track record of success, and I found all of that in Jeff.

Ducky’s Express
Richard Miller

Trademark Car Wash

These are some of the most exciting times for car wash owners. As we grew 350% in revenue in just one year, we recognized the time to partner up with a top-tier team that has mastered growth in retail and specifically the automotive industry. Amplify Car Wash Advisors had helped us acquire, raise capital, and was the perfect partner to help us reach this next chapter of the Trademark story.

Trademark Car Wash
Andrew Goldberger