Auto Care Forum Steve Okun, FLEX-SERVE Upgrade

I f you'd like to upgrade your existing full-service or exterior-only carwash to the benefits of FLEX-SERVE but feel you're lot is too small, think again. One of the tremendous strengths of the FLEX-SERVE platform is its. flexibility. Accordingly, FLEX-SERVE, by design, provides quintessential "adaptability".

What's Needed?

The FLEX-SERVE operating platform consists of 3 basic components:

EXPRESS ULTRAWASH - a deluxe exterior carwash with important upgrades that enhance washing, drying and overall merchandising
EXPRESS AFTER-CARE - high-performance hands-on production area based on high-performance ergonomically-correct team processing
SELF-SERVE ACCOMMODATION - coin-op vending & vacuums for the do-it-yourselfer on a 24-7 basis

"Adaptable Flexibility"

Traditional full-service carwash configurations all follow some basic lot layouts. Some big. and some small. When FLEX-SERVE was developed, it was precisely designed to be scalable to fit all operations, big and small. and everything in-between. So if you currently own a full-service facility, chances are the upgrade to FLEX-SERVE will be relatively simple because the area you currently use for exit-end wipe-down and window cleaning can easily be retrofitted for EXPRESS AFTER-CARE. That upgrade will enable you to provide every one of the EXPRESS AFTER-CARE services presented in a FLEX-SERVE menu, which means you'll be able to furnish over 95% of what a traditional detail shop offers. All that is needed for EXPRESS AFTER-CARE is an area 20-feet by 25-feet with a drive-through configuration. And you only need ONE production cell to effectively upgrade to a FLEX-SERVE format. If you have double that space, then you can add another production cell and be able to produce even greater profits. Because the FLEX-SERVE platform is scalable, you can add more production cells, either in tandem or laterally, and increase your performance capabilities accordingly.

Precision Formulated Teamwork

It simply takes a team of just 2 people to staff a FLEX-SERVE production cell. And although the typical production flow utilizes a standard team of 2 people, the flexible design enables double-teaming (2 teams of two) to be utilized as needed during increased demand times. Consequently, each work cell is designed for a maximum staff of four equally supplied and cross-trained workers. Extremely efficient cellular processing uses the clustering of cross-trained teams that work in an ergonomically enhanced work bay called a "production cell". The cell is designed to accommodate one, or when appropriate, two production teams.

For example, a Ford Excursion or GMC Suburban with a very dirty interior must be processed within the "15-minutes or less" Express guarantee. If there are 2 teams available, both teams will process the jumbo vehicle well within the time promised. while providing dazzling service that gets the vehicle out in almost half the time. Customers take note of such things and become invaluable word-of-mouth ambassadors! So, it's not simply what you do. but also how you do it... that matters.

Each cell has a design footprint of 25-feet X 20-feet. This basic footprint will adequately serve the largest passenger vehicle on the road, the Ford Excursion, which measures 21.5-feet in length with rear doors wide open, and 15-feet in width with doors open. Free and clear access to all parts of the vehicle for unencumbered task completion reduces time and worker fatigue.

Matching Performance With Demand

It's important to keep in mind that the FLEX-SERVE operating platform enables carwash operators to throttle their EXPRESS AFTER-CARE volumes in direct correlation to their performance capabilities, thus avoiding any backup delays.

Although new operators find an initial spike in EXPRESS AFTER-CARE volume during the beginning weeks, most FLEX-SERVE operations tend to hang around 20-30 percent of total wash volume in hands-on After-Care services.

As well, the net profits for those EXPRESS AFTER-CARE services far exceed even the best full-service operations simply because FLEX-SERVE operations can price their services more effectively and consistently maintain a greater return on investment.

More Adaptability

FLEX-SERVE is adaptable in other ways as well. Although most operators deem it best to provide EXPRESS AFTER-CARE services all year round, some may not be able to in areas with harsh winter weather unless they enclose the EXPRESS AFTER-CARE activities inside the protection of a heated, well-lit area.

Although it makes sense to offer all of the services all year, some operators simply choose to offer EXPRESS AFTER-CARE services seasonally, with an interruption for their few harsh weather months. If special circumstances keep some operations from initially offering the complete FLEX-SERVE platform, adroit marketing will enable the successful launch of an initial program with an anticipated phase-in of the remaining services at a later date.

Very Competitive Pricing

By establishing 3 separate profit centers within the FLEX-SERVE paradigm, each one becomes an independent operating unit that permits closer scrutiny and more effective resource management. FLEX-SERVE carwash pricing provides robust competition to even the most low-priced in-bay automatics as well as becoming the rival full-service operation's worst nightmare. And by pricing sharply, the full-service disparity will become painfully evident to the consumer who most likely will remain a full-time customer of the total-service offered by FLEX-SERVE.

Full-Service Operators Often "Steal From Peter. To Pay Paul"

It's no secret that full-service operations are forced to cover their overhead by taking a significant portion of their push-button "extra services" money to offset burdensome labor costs unassociated with that actual revenue stream. Wouldn't it be nice if those profits remained intact instead of being drained to cover inefficiently deployed staff? FLEX-SERVE achieves that by segregating the operating units and providing better control over waste.

Total-Service Is Superior To Exterior-Only Operations

As well, FLEX-SERVE also offers a more sensible business dynamic than mere exterior-only washing operations because it enables a carwash to fulfill the entire needs of their carwash customers, instead of asking them to go elsewhere for supplemental services. Indeed, FLEX-SERVE provides the most effective customer retention platform of any carwash or detailing service because it ostensibly "takes the customer off the market" by eliminating the need to visit others. That's why Flex-Serve operations are referred to as "Total-Service" carwash operations. Simply no need to go anywhere else.

Unmistakable Advantages Trigger Upgrading To FLEX-SERVE

At last there is a way to effectively operate a carwash together with providing labor-intensive services in a very profitable way. without continuing the absurdity of letting "the tail wag the dog." Instead of trying to make an out-dated full-service concept work by merely moving it off-line, investigate the significant benefits of moving up to the next level of washing in the 21st Century: FLEX-SERVE. It really does fit just about everywhere.

One Final Unmistakable Point:

If you are currently operating a full-service facility, you can absolutely retrofit your operation to an effective FLEX-SERVE because the operating platform is infinitely scalable. If you presently clean windows and perform a final wipe-down after the conveyor, you absolutely have room for an Express After-Care production cell, and the production cell improves overall performance by over 200%!

FLEX-SERVE provides:

Deluxe exterior washbay footprint with upgraded ambiance and enhanced overall merchandising inside the wash tunnel
Initial Sales Contact as a greeting
NO traditional full-service available; only Rapid-Delivery Detailing e Enhanced in-vehicle self-inspection dynamic for exterior customer viewing e High-performance production cells for rapid, efficient action
EXPRESS AFTER-CARE is staffed exclusively by 2-person teams e Detailing service format includes wide array of express services
2 consistent service level formats: EXPRESS and EXPRESS-PLUS
Ergonomically enhanced footprint generates very high efficiency and happy staff
Balanced pricing that delivers consistent high profitability e Centralized cross-trained labor
Personal communicator technology enables real-time throttling of sales that eliminates bottlenecks and delights customers
Secondary sales area in EXPRESS AFTER-CARE enables enhanced up-sells
Greater perception of value by consumers for detail services
Staff self-Inspection dynamic of EXPRESS AFTER-CARE improves performance
Multi-tier pricing for greater profitability
More efficient production technology with full spectrum of services