Wash Talk: The Carwash Podcast

In this episode of Wash Talk: The Carwash Podcast, host Kyle Alexander welcomes Michael Pelikan, director of operations Retention Express, for a data-driven conversation on how artificial intelligence is transforming carwash customer retention and reshaping how operators understand their customer base. Pelikan opens by identifying the single most overlooked data point in the industry: why customers are actually contacting a carwash in the first place. He explains that most operators rely on transactional metrics — wash counts, membership totals and churn — while behavioral and experiential data goes largely uncaptured, and why that blind spot has real revenue consequences.   Pelikan shares how Retention Express organizes customer interactions into three core categories — intent, sentiment and outcome — and how tracking each reveals pressure points across operations and the customer experience. He also breaks down how phone calls and virtual chat assistants serve different behavioral patterns, with phone interactions skewing toward immediate resolution while website chat tends to be more exploratory and revenue-generating. The episode also covers how application programming interface (API) connections enable operators to personalize each interaction and how custom dashboards surface the right data for operators at every level.   The discussion closes with a look at carwash customer retention as the industry's single biggest revenue opportunity. Pelikan makes the case that protecting existing membership revenue, rather than focusing solely on acquisition, is where AI delivers its greatest return — ensuring every customer contact is answered, every question addressed and every member given a reason to stay.

Dryers are one of the most important — and often overlooked — components of a car wash. In this Executive Spotlight, Ron Wittich of Cincinnati Fan joins host Kyle Alexander to discuss:Why proper drying is critical for customer satisfactionHow water spots and residue impact vehicle finishesThe role of energy-efficient motors and VFDsHow operators can reduce energy costs by up to 25%Best practices for maintenance and maximizing equipment lifespanFrom performance to profitability, this episode explores how modern dryer systems can elevate your operation.

In this Executive Spotlight episode, Brian Ankney talks with Kyle Martin about the factors shaping today’s carwash industry. Martin explains why strong relationships with equipment manufacturers and distributors are essential for long-term success, especially when wash systems are designed to operate for decades. The conversation also explores why in-bay automatic and self-serve washes are gaining momentum again. With lower equipment costs, minimal staffing requirements and strong profit margins, these formats are increasingly appealing for operators navigating labor shortages and rising operating costs. Martin also breaks down how carwash owners can use data to improve performance. By analyzing financial metrics, operational efficiency and customer behavior, operators can uncover opportunities to increase revenue, reduce downtime and refine their marketing strategies. Finally, the discussion touches on how carwash businesses can differentiate themselves in saturated markets through branding, membership programs, superior customer experience and targeted promotions.

Membership programs have become the backbone of many carwash businesses — but the real key to success lies in retention. In this episode of Professional Carwashing & Detailing’s Executive Spotlight, host Brian Ankney talks with industry expert John Booth about the metrics operators should be watching beyond membership counts. The discussion explores how churn rate and customer lifetime value reflect the true health of a carwash operation. Booth shares why consistent processes, employee training and detailed site inspections are critical for delivering the experience customers expect every time they visit. Operators who align their operational checklists with the customer journey — from entering the lot to exiting the wash — can reduce churn and strengthen long-term membership value.

Paint protection and restoration are quickly becoming premium services for professional detailers and carwash operators. In this episode of Professional Carwashing & Detailing’s Executive Spotlight, host Kyle Alexander speaks with Jim Dvorak of Mothers about how detailers can properly assess paint condition, educate customers about protection options and deliver long-lasting results. The conversation covers: • Evaluating vehicle paint condition• Setting realistic expectations with customers• The role of paint thickness measurements• Clay bar decontamination and paint prep• Ceramic coatings, sealants and paint protection film• Future innovations in paint protection products If you’re a professional detailer or carwash operator looking to expand premium detailing services, this episode provides practical insight into the growing paint protection market.

In this episode of Professional Carwashing & Detailing’s Executive Spotlight, host Brian Ankney speaks with Bobby Thomson of Retention Express about carwash phone call management, membership retention and the growing role of AI in customer service. Retention Express handles over a million carwash calls annually — from billing disputes and cancellations to compliments and damage claims. Thomson explains how operators can: • Reduce membership churn• Capture missed revenue from unanswered calls• Use AI to support (not replace) live agents• Run win-back campaigns• Track 28 different cancellation reasons• Improve chargeback defense with recorded documentationWith up to 80% of carwash calls going unanswered, Thomson says every missed call represents lost revenue. Learn how blending AI automation with high-touch human support can increase retention and strengthen brand loyalty.

On this episode of Wash Talk: The Carwash Podcast, host Kyle Alexander sits down with Pat Shannon, president of the Heartland Carwash Association (HCA), for a wide-ranging conversation on the association’s mission, the evolving needs of operators and what’s ahead for the Midwest carwash market. Shannon begins with an overview of HCA's role in serving carwash owners, operators and suppliers across the region. He shares how the association focuses on education, connection and practical resources tailored to regional operators navigating a rapidly professionalizing industry. From there, the conversation shifts to current trends shaping operator decision-making. Tune in to find out what he’s hearing from members regarding equipment investment, operational efficiency, technology, labor challenges and more. A major focus of the episode is the 2026 HCA Product Show, taking place March 24 and 25 at the Beardmore Event Center in Bellevue, Nebraska. Shannon outlines the event’s theme, education sessions and keynote speaker, while explaining what sets the Heartland Product Show apart from larger national events. Shannon shared how the show creates meaningful engagement opportunities for vendors and suppliers, including details on the Heartland Express shipping program designed to simplify logistics and reduce costs for exhibitors. The episode wraps with a look ahead at how the HCA plans to evolve its mission and events to continue supporting operators and suppliers in the years to come, reinforcing its role as a trusted regional partner in the carwash industry. For more information on HCA and its 2026 Product Show, please visit www.heartlandcarwash.org.

When a large corporate carwash breaks ground nearby, many independent operators panic — but they shouldn’t. In this PC&D Executive Spotlight, host Brian Ankney sits down with Tara Baugher of Ver-tech Labs to explain why local carwash owners still have the upper hand. From protecting membership counts to leveraging community connections, Tara shares practical, boots-on-the-ground strategies that help independent operators compete — and win — against larger chains.

In this episode of Wash Talk: The Carwash Podcast, Rich DiPaolo speaks with Ro Krishna, VP of Car Wash at Way, about how customer data and retention are reshaping the carwash business. The conversation focuses on the growing pressure on margins, especially in high-volume express tunnels, and why speed and discounts alone are no longer enough to drive sustainable growth.   Krishna shares insights on underutilized capacity, declining memberships, and the lack of customer visibility that prevents operators from bringing customers back consistently. He also discusses how software and automation can simplify operations, empower frontline staff, and improve loyalty without disrupting existing systems.   The episode highlights a shift toward bundled value, smarter loyalty programs, and data-driven engagement beyond the wash lane. Krishna closes with guidance for operators planning ahead: long-term success will depend on knowing your customers and making each visit feel more personal.   Learn more at way.com/carwash.

In this Executive Spotlight, host Brian Ankney sits down with Kyle Doyle, vice president of Rinsed, to unpack what consistently separates high-performing carwash operations from the rest. Doyle introduces the concept of the “three pillars” — consistent scripted presentations, ongoing coaching and clear accountability — emphasizing that strong performance isn’t accidental or dependent on rare standout employees. Instead, the most successful operators build repeatable systems that allow average frontline team members to perform at a high level, even in high-volume, high-rejection environments. The conversation explores how simple, value-driven scripting improves conversion rates, why validation is a critical but often overlooked step in the customer journey, and how structured coaching protects teams from burnout and inconsistency. Doyle also reflects on the industry’s evolution from equipment-centric operations to people-development organizations, noting that scalable growth now depends on creating better employee experiences, clearer expectations and stronger leadership at every level — from the pay station to the regional office.

On this episode of Wash Talk: The Carwash Podcast, host Rich DiPaolo sits down with Dave Kelly, Chief Development Officer for Spotless Brands, to discuss the company’s recent acquisition and its broader Northeast growth strategy. Kelly explains why Pete’s Express Car Wash was a natural fit for Spotless and how the deal strengthens the Flagship Carwash brand in Greater Philadelphia. The conversation covers how Spotless balances operational consistency with local brand equity across its multi-brand portfolio, while evaluating dense, competitive markets for long-term carwash development. Kelly also breaks down what increased regional presence unlocks for member value and operational efficiency, how access to a $450 million credit facility shapes development pace and scale for the company, and what opportunities and constraints lie ahead for express car wash growth in mature Northeast regions.

In this episode of Wash Talk: The Carwash Podcast, host Rich DiPaolo welcomes back Jeff Pavone, founding partner at Amplify Capital Group, for a candid and timely look at the state of carwash mergers and acquisitions heading into 2026. Pavone breaks down the major forces shaping today’s deal environment, from shifting buyer motivation to evolving private equity strategies, offering operators and investors a clear view of where opportunities are emerging. He shares his reactions to Professional Carwashing & Detailing’s 2025 Top 50 List of U.S. Conveyor Carwashes and explains what early-year signals informed his market outlook for 2025. Pavone also discusses whether Q3 and Q4 activity matched expectations as the industry continues to navigate tighter capital, rising costs and regional variance in performance. The conversation digs into what’s driving heightened buyer urgency, how private equity’s appetite for carwash assets has evolved and what the industry can expect from sponsors in 2026. Pavone also weighs in on the long-debated question: will the industry ever see a 1,000-location operator? The episode wraps with Pavone’s takeaways from Mister Car Wash’s experience as a public company, the likelihood of future IPOs and the market developments in 2026 that would surprise him most, and least. Whether you’re planning a sale, evaluating growth markets or watching broader capital trends, this episode delivers essential insight into the year ahead for carwash M&A.

In this episode of Wash Talk: The Carwash Podcast, host Rich DiPaolo welcomes Troy Huisman, founder of Superior Control, for a deep dive into one of the most critical, yet least understood, parts of a tunnel: the motor control center. Huisman discusses the early gaps he saw in the carwash equipment world and what pushed him to design smarter, more responsive control solutions. He explains why a control panel often understands tunnel performance better than the operator and highlights the hidden inefficiencies his team uncovers at sites across the industry. The conversation explores the growing value of custom-built control systems and how they enhance uptime, throughput, and long-term reliability for each unique site. Huisman also breaks down where automation is delivering the biggest returns. Real-world examples illustrate how redesigned panels have transformed struggling tunnels into high-performing locations. The episode concludes with a look ahead at connected controls, remote diagnostics and the role “smart” motor control centers will play in the next generation of tunnel design.

In this episode of Wash Talk: The Carwash Podcast, host Rich DiPaolo welcomes Brenda Jane Johnstone, founder of Women in Carwash™, to discuss the upcoming 12th Women in Carwash conference, taking place January 18-20 at the Hilton Clearwater Beach Resort & Spa. Johnstone shares the story behind the event’s creation, including the inspiration that led her to build a space dedicated to empowering women across all segments of the carwash industry. She reflects on how the conference has grown from its early beginnings into a dynamic community focused on professional development, mentorship and leadership. Listeners will hear inspiring examples of how attendees have strengthened their confidence and advanced their careers after participating in past events. Johnstone also discusses the progress being made to foster inclusion within what has long been a male-dominated field, while highlighting where more work remains. For those considering attending for the first time, Johnstone offers tips on how to make the most of the experience through networking, workshops and authentic connections. Finally, she shares her vision for the future of Women in Carwash, as the event continues to unite, educate and inspire the next generation of leaders driving the industry forward.

In this episode of Wash Talk: The Carwash Podcast, host Rich DiPaolo welcomes Rex Womble, vice president of Quivio, to discuss the growing importance of connecting the modern carwash. Womble shares insights on how Sonny’s Quivio platform helps operators unify their operations by integrating software, hardware and cloud-based analytics into a single digital ecosystem. The conversation explores what a “connected ecosystem” truly means for today’s operators and how integrated platforms can help overcome the challenges of managing multiple systems such as POS, CRM, and analytics dashboards. Womble explains how connected technology turns raw data into actionable insights that drive performance, uptime and efficiency across multi-site operations. The discussion also highlights how technology can improve customer engagement, streamline maintenance tracking and support staff training — all while helping operators optimize existing sites in an era focused more on refinement than expansion. Womble closes by sharing his outlook on how Quivio will continue evolving to meet the carwash industry’s changing needs.Tune in to learn:• How connected ecosystems simplify operations and unify data• Ways technology improves maintenance, training and customer engagement• Why integration is key to the next phase of carwash growth.For more information on Quivio, please visit www.quivio.com.

On this episode of Wash Talk: The Carwash Podcast, host Rich DiPaolo is joined by Mark Curtis, chairman of the board, and Dan Petrelle, CEO, of Splash Express Car Wash. Together, they share insights on leadership transitions, private equity partnerships, growth strategies and creating a winning work environment in the competitive Northeast carwash market. Petrelle discusses his transition from COO to CEO after more than two decades in operations, while Curtis outlines his evolving role as chairman. The pair also reflect on their new partnership with AEA Investors, exploring how majority backing from AEA will fuel Splash’s strategy for growth and expansion. The conversation highlights Splash’s continued expansion across Long Island and the Northeast, including a mix of new builds and acquisitions. Curtis and Petrelle provide perspective on the current landscape for M&A opportunities in the region, and what sets their approach apart. Beyond growth, the two leaders emphasize culture and community. Splash has been recognized as a Top Workplace in Connecticut for 10 consecutive years, and they share how they maintain that award-winning culture with more than 70 locations and 1,000 employees. Petrelle and Curtis also highlight Splash’s strong community engagement — from raising $8,500 at a recent Fayetteville grand opening for Clear Path for Veterans to more than $3 million raised historically for local causes. Looking ahead, both leaders outline what success will mean for Splash Express Car Wash in 2026 and beyond, with a focus on sustainable growth, strong employee bonds and community connections.

In this episode of Wash Talk: The Carwash Podcast, host Rich DiPaolo connects with Ben Branam of AutoBrite Company to explore the differences between belt gear drives and conventional rail drives. Branam discusses how belt conveyor frames offer greater longevity due to their design, along with the ease of replacing wear parts that helps operators minimize downtime and streamline maintenance. He also highlights the customer experience advantages belts provide, from smoother loading to enhanced comfort, and explains how operators can balance higher upfront costs against long-term savings and operational benefits. Finally, Branam shares insights on market trends, weighing whether belt conveyors will continue gaining traction or if rail systems will maintain their role in the industry into the foreseeable future.

In this episode of Wash Talk: The Carwash Podcast, host Rich DiPaolo welcomes Marc Tyndale, director of strategic partnerships at Kleen-Rite Corp., to explore the evolving role of self-serve and in-bay automatic washes in today’s competitive market. Tyndale discusses the current state of these segments, the steps operators can take to enhance customer experiences and how modern payment options are shaping their future. He also shares insights on why these formats can be attractive entry points for new investors, common capital considerations operators may overlook, and how owners can boost revenues through upgrades and improvements. Looking ahead, Tyndale outlines the role self-serve and in-bay washes may play over the next decade as the industry continues to grow and adapt.

On this episode of Wash Talk: The Carwash Podcast, host Rich DiPaolo sits down with Robert Andre, senior vice president of national sales and remodel for Sonny’s The CarWash Factory, to discuss the opportunities and challenges of site remodels in today’s fast-evolving carwash industry. Andre shares insights on what’s driving the surge in remodel projects, how bonus depreciation impacts financial planning, and which upgrades yield the best operational and financial returns. He also offers guidance on balancing visual enhancements with behind-the-scenes improvements, strategies for leveraging financing and tax benefits, and how remodels can strengthen customer growth, membership retention and long-term competitiveness.