A common challenge at car washes that offer detailing is inadequate results of certain services. For example, fabric seats might not come out completely clean, or there are still bugs on the front exposure, even after exterior waxing. Detailing processes combine several elements to accomplish the task, including equipment, chemicals, and technique.
This month’s column focuses on the contribution of chemicals to the successful detailing process. Sometimes, simply changing the chemical used can dramatically improve results.
Identify The Problem
Common signs that may indicate a problem with the detailing process include:
• It takes too long to perform the task.
• The outcome of the task is less than acceptable.
• Customers complain about the outcome or return later with complaints.
• Rework after the job is “done.”
• Detail supervisor having to constantly ask the technicians to do a better job at a particular task.
There are several other factors that could cause the above issues. These factors include inadequate process training, technicians not following the process, car condition does not fit the detailing capability, and inadequate tools with which to use the chemicals. For the sake of this discussion, let’s assume that these other factors don’t come into play, or have been eliminated by close evaluation of the detailing processes.
Another important source of information is the actual detailing technicians. Time and time again, I have found this to be true when performing on-site evaluations of car wash detailing operations. Specifically, part of my on-site assessment protocol is to speak to several line workers, supervisors, and managers to seek insight on systems that don’t seem to work.
The technicians are typically brutally honest, and it’s not uncommon to hear comments like, “this chemical we use just doesn’t cut it. I’ve got to scrub and scrub and scrub, and it’s still not fixed.” Or “we used to have this stuff that worked fantastic and they took it away for some reason. When I told the manager how well the other stuff worked, he just said, ‘well, this is the way we’re doing it now.’”
Prioritize The Attack
The first thing to do is to determine which issues are the most common. This can be as simple as interviewing the detailing supervisor or car wash manager. Ask them about the following:
• What is the most common customer complaint?
• What is the service that yields the most rework orders?
• What is the service that yields the most customer comebacks?
Once you have a short list of issues, go back to the actual process and, working with the technicians, determine if it is being caused by a chemical that doesn’t work well. If that is the case, it may be worthwhile to ask your chemical supplier if there are other chemical options to perform the problem process.
Another suggestion is to visit a local store that specializes in professional detailing supplies. The staff there should be able to make a recommendation for a couple of chemical options that can then be tested at the car wash during actual operation.
Perhaps the best solution is to talk with a recognized auto detailing expert who will likely be able to help you with all aspects of the detailing process, including recommendations on the best chemical for the job.
Supplier Issues
Sometimes the problem has to do with the company that supplies chemicals to the wash. This can take several forms, including:
• Supplier sales staff simply lack expertise in the chemicals needed for professional automotive detailing.
• The supplier encourages the wash to use a diluted form of a chemical used elsewhere in the car wash, and neither the wash staff nor the supplier staff are aware that the chemical is not appropriate for detailing tasks.
• The chemical supplier is perceived to be the only or best source due to the car wash ownership/management’s self-imposed limitations due to contractual obligations or longstanding relationship with the chemical supplier. Also, some washes prefer to have a single supplier, thus limiting access to professional detailing supplies.
At some point, if the car wash ownership really wants to solve the problem, they need to be open to having a second supplier that can offer chemicals (and, quite frankly, other supplies) that are appropriate for automotive detailing.
Choosing Professional Products
A detailing operation at a car wash should be considered a separate business. A “business-within-a-business,” as it were. As such, one of the considerations is for the detail shop to have its own set of hand-picked chemicals. You certainly would not see tunnel wash chemicals in a standalone professional detailing shop. So why are they used in yours?
Detail operation chemicals should be purchased from a recognized leader in the detailing chemical industry, and there are several. Go with a company that specializes in professional automotive detailing and one that has a noted reputation within the professional detailing industry for offering high quality and high-performance chemicals. These companies typically make a full line of chemicals, many that are designed to attack very specific detailing issues.
If you are concerned about buying in larger quantities to lower the per-use price, understand that most pro-detail chemical suppliers have larger volume offerings (5-gallon and 55-gallon containers). Some offer super-concentrates that you can dilute with the treated water from your car wash.
Professional detailing chemicals tend to be more expensive than bulk car wash chemicals. The trade-off is better performance, less frustration, and fewer customer complaints.
Better performance. Because the chemical is designed specifically for the task at hand, using it will reduce processing time while improving the outcome. Your technicians will be able to produce better results faster.
Less frustration. Your technicians will be happier because it takes less time to do the work correctly, they will be more likely to achieve the expected outcome, and they will receive less complaints. Plus, there is pride in workmanship — it is gratifying to be able to make a car look nicer for the customer.
The detail supervisor will be less frustrated as well, since there should be fewer occasions to have to badger the technicians with rework or negative feedback.
Fewer customer complaints. This is virtually automatic. If the detail process is fine-tuned to produce the desired result, quality is built into the system. The beneficiary of this is the customer.
Specific Examples
Over the years, I have observed a set of common chemical-related issues across a wide variety of car wash detail centers. Truth be told, it is often a more complex issue of the entire procedure needing adjustment. Yet, often simply using a more focused chemical can go a long way to producing better results.
Fabric seat cleaning. Car wash detail operations often rely on alkaline carpet and fabric shampoo for cleaning fabric seats. These chemicals are designed to loosen dirt and soil so it can be extracted. Yet, the most common issue with fabric seats is staining, not dirt. Thus, the fabric cleaning process will produce much better results with an enzyme stain remover designed specifically to clean automotive upholstery.
A quality enzyme cleaner attacks the stain by breaking up the molecules so it can be effectively removed through extraction. Moreover, the enzyme cleaner is often sufficient by itself to make the seats look great. Only occasionally is it necessary to follow up with a second step of cleaning with an alkaline cleaner.
A couple of important points here:
1. Chemicals that combine enzyme and alkaline cleaning capabilities seem like a great idea, but we find that combining chemicals generally reduces the effectiveness of each chemical.
2. Any chemical used for cleaning fabric seats will only be as effective as the agitation and extraction methods that are included in the process.
Bug removal. One of the biggest frustrations for both the car wash side and the detailing side is the effort it takes to get all the bugs off the front exposures. It is a big mistake to rely on general purpose cleaners or car shampoo for this task. A professional grade bug remover designed specifically for use by professional automotive detailing technicians will be the most effective.
Regardless of the brand name, bug remover needs time to dwell, as its protein attacking ingredients melt the bug guts. Mist the front exposure using a chemical sprayer or foam it on with a foam cannon and allow it to dwell for a minute or two. Good agitation is also required, typically involving a soft truck brush and a scrubbing sponge of some type.
Summary
Anyone experiencing challenges in obtaining optimal results from any specific automotive detailing task is encouraged to explore how the chemical being used is contributing to the issue, especially if that chemical is not one produced by a recognized professional detailing chemical manufacturer. A small investment in experimentation with more appropriate chemicals may well lead to a permanent improvement in results.
Prentice St. Clair, CD-SV/RIT, has been serving the automotive reconditioning industry since 1999 with impassioned consulting and training and the goal of increasing the profitability of the automotive detailing and reconditioning industry. He is proud to have been inducted into the International Detailing Association’s Hall of Fame. Prentice welcomes inquiries that lead to the opportunity to help readers achieve excellent results. He can be reached via call or text at (619) 701-1100 or e-mail at prentice@detailingprogress.com.