In this episode, Kendra Johnson, SVP of Growth at the International Carwash Association, sits down with Bethany Adams, Associate Director of Marketing & Strategy for Villanova University’s Graduate Programs in Human Resource Development. With more than 15 years of experience across small businesses, Fortune 500 companies, and higher education, Bethany brings a unique and practical perspective on the evolving role of HR.

She is an educator, strategist, and consultant whose passion lies in helping organizations cultivate authentic engagement, develop leaders at every level, and align culture with business goals. At Roadmap 2025, Bethany will lead a workshop on recruitment, retention, and the critical shift in how organizations think about employee expectations. 

What You’ll Learn in This Episode

• Why today’s workforce requires a new approach to leadership and engagement
• How HR strategy differs across small businesses, corporations, and higher education
• The concept of “leading the leader” and why it matters now
• Practical ways to make engagement part of everyday culture
• Common strategies that miss the mark and how to rethink them
• How to use creativity in solving day-to-day challenges through “Action Labs”
• What the future of employee check-ins might look like

Episode Highlights

(1:00) Working with small businesses, Fortune 500 companies and now higher education gives Bethany a unique perspective on the role of HR. She explains the finer points of her perspective.

(1:49) Why is it timely to learn about leading the leader? It’s the societal shift! She outlines the new employee expectations and how she will address these in her workshop at this year’s Roadmap conference.

(4:30) What are a couple of the areas Bethany will cover? She will highlight how to action and strategize engagement and how to create culture and make this a part of your strategy. Think emotional intelligence! 

(7:50) So, what strategies aren’t working? Well, engagement and what it really means regarding the responsibility of the organization to create an atmosphere that allow people to be engaged. It doesn’t always have to be big…sometimes a simple check in is powerful.

(10:47) What is the “Action Lab” portion of her workshop? It’s about thinking creatively about problems you face during the day and how to solve for them.

(13:12) What does Bethany find powerful going forward? She talks about the future “check-in”.

Seats are limited for Bethnay’s November 3rd workshop at Roadmap – so sign up today!

Join ICA at Roadmap, November 3–4 in Dallas, TX, for two days of learning across Sales, Marketing, HR, and Operations. Registration is open now at carwashroadmap.com.

Listen to full episodes at carwashmagazine.com and subscribe to ICA for timely data, trusted insights, and business intelligence built for the car wash community.

In this episode ICA Senior Vice President/ Growth Kendra Johnson sits down with the leadership team Adam Trien – CEO/CTO, Dylan von Kleist VP of Marketing and Sales and Matt Osher CFO and Head of Data Analytics from AMP, a technology company focused on helping car wash operators thrive through data-driven insights, customer engagement tools, and innovative app-based solutions.

Adam, Dylan and Matt share the story of how AMP’s app was developed, the challenges and game-changing moments that shaped its growth, and how the company has partnered with NCS to further expand its reach.

The conversation highlights how AMP leverages the massive amount of data it collects—turning numbers into meaningful, actionable insights for operators. From customer behavior and demographics to marketing strategies and loyalty programs, the team discusses how their reports are designed to answer the real-world questions operators face every day.

Episode Highlights:

• How the AMP app was created and the pivotal moments that drove growth
• The impact of becoming a partner with NCS
• What AMP does with the data it collects—and how operators benefit
• Key findings from the report, including volume trends by region and demographics
• How AMP connects data to make it relevant and useful for operators

• Insights into customer behavior: generational differences, gender-based patterns, and loyalty program value
• Practical tips for leveraging AMP reports to improve marketing and reduce churn
• The future promise of the car wash industry and AMP’s role in it

This episode offers a behind-the-scenes look at how technology and analytics are shaping the next generation of success for the car wash industry.

Listen to the full episode at carwashmagazine.com and subscribe to ICA for timely data, trusted insights, and business intelligence built for the car wash community.

In this episode, Kendra Johnson SVP Growth at ICA sits down with Cormac Acevedo Lean Coach at Lean Enterprise Institute (LEI) – a nonprofit education, publishing, research, and conference organization dedicated to advancing lean thinking and practice across industries - for a preview of what he and his team will share at this year’s ICA Roadmap in Dallas. Cormac draws from his experience at the Lean Enterprise Institute to explain how lean principles can help car wash operators solve problems, improve processes, and create stronger, more resilient businesses.

What You’ll Learn in This Episode

• Why lean problem-solving is essential for car wash operators navigating today’s fast-paced environment.
• The critical difference between solving problems (reacting to issues) and solving for improvements (changing the process for the better).
• Why the ability to problem-solve is more valuable than ever in an industry facing workforce, supply chain, and operational challenges.
• The concept of “learn by doing”—why success doesn’t come from practice alone, but from experimenting, applying, and adjusting in real time.
• A preview of how Cormac and his team will help Roadmap attendees not only learn lean principles but also apply them to daily operations.
• An introduction to practical problem solving: what it is, its components, and how to make it part of everyday management.
• A breakdown of PDCA (Plan–Do–Check–Adjust), how it drives continuous improvement, and why it’s a cornerstone of lean thinking.

Episode Highlights

• (1:22) Best practices car wash operators need to adopt now
• (2:45) Problem-solving vs. process improvement explained
• (4:10) Why strong problem-solving skills are mission critical
• (6:22) “Learn by doing” and why it matters
• (9:27) How the LEI team will help audiences at Roadmap
• (12:09) What “practical problem solving” looks like in operations
• (14:40) PDCA and how it drives continuous improvement

Join ICA at Roadmap, November 3–4 in Dallas, TX, for two days of learning across Sales, Marketing, HR, and Operations. Registration is open now at carwashroadmap.com.

Listen to the full episode at carwashmagazine.com and subscribe to ICA for timely data, trusted insights, and business intelligence built for the car wash community.

In this episode, Kendra Johnson ICA SVP/Growth sits down with Josh Taylor, CMO at OptSpot. Josh provides a preview of his session at this year’s Roadmap event in Dallas.

In this episode, Kendra Johnson speaks with Josh Taylor, Chief Marketing Officer at OptSpot a leading customer engagement platform designed to help car washes connect with customers through automated text, email, and loyalty solutions. Josh offers a preview of his upcoming Roadmap session in Dallas, where he will share how the Story Brand Framework can transform the way car washes communicate with their customers.

What You’ll Learn in This Episode

• The fundamentals of the Story Brand Framework and why it matters for car wash marketing
• How shifting the focus from your business to your customer builds stronger connections
• Practical strategies you can implement immediately to simplify your messaging
• What to expect from Josh’s interactive session at Roadmap Dallas
• How clear storytelling makes marketing easier and more effective for operators

Episode Highlights
(1:20) Defining the Story Brand Framework and its importance in helping car washes stand out in a crowded market.
(4:50) Why positioning the customer as the hero creates more impactful messaging.
(8:15) Preview of actionable takeaways from Josh’s Roadmap session and how attendees can apply them right away.
(12:30) What to expect during the interactive presentation at Roadmap Dallas.
(15:23) Josh shares his ultimate goal: making life easier for operators when it comes to marketing their car wash.

Join ICA at Roadmap, November 3–4 in Dallas, TX, for two days of learning across Sales, Marketing, HR, and Operations. Registration is open now at www.carwashroadmap.com.

In this episode, ICA SVP of Growth Kendra Johnson sits down with renowned sales strategist Colleen Francis—President and Founder of Engage Selling Solutions and a featured speaker at ROADMAP 2025, happening November 3–4 in Dallas, Texas.

Colleen brings powerful insights into how car wash operators can attract more customers, deliver better experiences, and differentiate themselves in a rapidly evolving market. She explores:

• Why building trust is more critical than ever as consumers’ confidence in themselves continues to shift
• The changing landscape of competition, from traditional rivals to unexpected disruptors
• The critical difference between selling and helping and the concept of making the customer’s life easier.

You'll also discover what truly makes a car wash stand out:

• Being recognized and personally greeted
• Delivering fast, comfortable, and accurate service
• Making a meaningful impact in your local community
• Offering a distinct specialty that customers remember

Colleen shares practical local marketing strategies—especially through social media—and how to position your wash as a trusted, go-to destination.

Don’t miss Colleen’s full session at ROADMAP 2025
Dallas, TX | November 3–4

Listen to the full episode at carwashmagazine.com and subscribe to ICA for timely data, trusted insights, and business intelligence built for the car wash community.

In this special episode, recorded live at the April 2025 Car Wash Show, International Carwash Association CEO Eric Wulf is joined by industry leaders Pete Nani (CEO, True Blue Car Wash/Circle K), Jesse Wurth (CEO, National Carwash Solutions), and Jessica Zazworsky (Owner, Bubble Barn Car Wash). Together, they explore the critical question:

How do you differentiate yourself and your

business in today’s competitive environment?

Eric sets the stage with an industry-wide look at key data:

• Store performance trends

• Unit growth and market saturation

• Consolidation and sale/leaseback dynamics

• Shifts in consumer sentiment and investor activity

The conversation shifts to what matters most to operators now. The panel dives into:

• Data-driven decision making

• Customer needs and pain points

• The importance of staff training and culture

• Strategies for member conversion and loyalty

• Predictive maintenance and the growing impact of AI

They also examine how evolving workforce expectations are reshaping hiring, training, and retention strategies—especially as a new generation enters the labor force.

The episode wraps with key takeaways on where operators should be focusing next—and an open forum where audience members pose questions to the panel.

Listen to the full episode at carwashmagazine.com and subscribe to ICA for more industry insights!

In this episode we bring together Remus Pop (Partner, Concept Reply), Luke Bame (Sr. Director, Ascentek and Reliable Plus), and David Meffe (SVP Sales, OnLogic) to discuss a powerful new solution redefining predictive maintenance in the car wash industry. Discover how next-generation technology is transforming the car wash experience.

This isn’t just another OEM tool—this is a manufacturer-agnostic, collaborative innovation designed to give operators more control, reduce downtime, and harness real-time data like never before.

Episode Highlights

• The Why Behind the Innovation

Luke lays the foundation for this partnership-driven solution, created to give all operators—not just those tied to one manufacturer—access to predictive insights.

• Hardware that Drives It

Remus explains how Concept Reply brought the solution to life and why OnLogic hardwarewas the right fit. Built for tough environments, their edge gateway enables remote access and avoids excessive cloud dependency.

• Technology Built for the Real World

David discusses the need for highly configurable tech that stands up to the heat, moisture, and vibration found in everyday car wash operations.

• Industry 4.0 in Action

Remus defines Industry 4.0 as “connecting assets within a factory and delivering them to the people who can act on them the fastest”—a critical function for car washes managing high traffic and tight margins.

• Why This Matters to Operators

The payoff: up to 95% more uptime, fewer surprises, lower liability, and reduced costs. Down the road, aggregated data may even personalize wash recommendations for each vehicle.

Learn more at www.carwashofthefuture.com

Listen to the full episode at carwashmagazine.com and subscribe to ICA for more industry insights!

Join International Carwash Association CEO Eric Wulf in a quick but powerful conversation with Alex Chausovsky, Director of Analytics and Consulting at Bundy Group, as they unpack key insights from the Q2 2025 Pulse Report.

Alex shares how a broader “erosion of life satisfaction” is shaping consumer sentiment—and what that means for the car wash industry. From interest rate uncertainty to unchanged subscription cancellation intent, Alex explains how current economic trends are creating a lag between how people feel and how they act.

What’s behind the Fed’s balancing act? How does consumer sentiment truly align with economic behavior? Get the expert breakdown in this insightful short.

Listen to the full Pulse Report episode at carwashmagazine.com and subscribe to ICA for timely data, trusted insights, and business intelligence built for the car was community.

"It’s the whole totality of the experience and how we treat our customers to show that they’re valued.”

Eric Wulf, CEO of the International Carwash Association (ICA), and ICA Research Director Bob Klein discuss the findings of ICA’s 2025 Q1 Pulse Report, covering the health of the industry, customer satisfaction, and the balance between price and wash value for car wash customers.

Top 5 Episode Highlights:

• The Health of the Consumer Drives the Health of the Industry – Eric and Bob discuss how customer sentiment and behavior shape industry growth, with pricing dissatisfaction often offset by strong perceptions of value—especially among subscription customers.
• The Price vs. Value Perception – Car wash owners must recognize the emotional side of pricing and focus on the totality of the customer experience to show value. The conversation draws insights from Quick Service Restaurants (QSRs) like Chick-fil-A, where customer engagement plays a key role in perceived value.
• Subscribers Who Become Transactors: A Retention Opportunity – 54% of former members continue washing their vehicles at the car wash where they previously had a membership, providing an opportunity for operators to re-engage and build long-term loyalty.
• Loyalty Programs: A Disconnection Between Customers and Operators – The Pulse Report has asked about loyalty for nine years, and customers consistently cite loyalty programs as a key retention driver. However, operators do not prioritize them, signaling a missed opportunity to strengthen customer relationships.
• Industry Growth & Supplier Outlook – Projections for year-end growth increased slightly from 5% to 6%, with 6 in 10 retailers increasing prices in 2024. Meanwhile, supplier optimism has softened, with forecasted growth of 5%, and their top concerns remain hiring, rising costs, and employee retention. To counteract these challenges, suppliers are investing in training and helping car wash owners enhance customer value.

Eric and Bob begin the conversation by examining the overall health of the car wash industry, which is closely tied to consumer sentiment. They emphasize that while customers may resist price increases, strong value perception—especially among subscribers—helps mitigate dissatisfaction.

The discussion then shifts to how car wash owners should interpret the Pulse Report’s price/value findings. Eric and Bob stress that customer experience is in the operator’s control. They highlight how Quick Service Restaurants (QSRs), like Chick-fil-A, focus on hospitality and engagement to reinforce customer loyalty—a model the car wash industry can learn from.

Bob also references an article he authored in the 2025 Q1 issue of Car Wash Magazine, which explores the five key principles used by the QSR industry to enhance the value proposition and customer experience.

The episode also covers the behavior of subscribers who become transactors, noting that 54% of former members continue to use the car wash where they had a subscription. This presents a valuable opportunity for operators to create a dialogue with past members and encourage repeat business.

For the past nine years, the Pulse Report has surveyed both customers and operators about loyalty strategies. The data shows that customers strongly value loyalty programs, yet operators do not prioritize them, highlighting a gap in retention efforts.

On the growth and supplier side, there is a slight uptick in year-end growth projections from 5% to 6%, and 6 in 10 retailers increased prices in 2024. Looking ahead, the Q2 issue of Car Wash Magazine will explore 12 key factors businesses should consider before implementing price increases.

Supplier sentiment, however, is less optimistic, with a softening outlook despite a projected 5% increase. The top three concerns for suppliers remain hiring, rising costs, and employee retention. To stay ahead, suppliers are focusing on training initiatives and working to help car wash operators deliver stronger customer value.

Sarah Mellinger AI Implementation Strategist with OnLogic joins host Kendra Johnson, , International Car Wash Association Senior VP of Growth, for an adventure into the amazing world of AI and how it will shape the carwash of the future. They cover everything from predictive maintenance to AI-powered chatbots—and why this technology isn’t as intimidating as it sounds.

• Who is OnLogic & Why Do They Matter?
  OnLogic is a global industrial computer manufacturer that specializes in highly configurable PCs designed to survive extreme environments—think heat, cold, moisture, and constant vibration. Since car washes operate in tough conditions, these durable computers are ideal for keeping systems running smoothly.
• AI & Automation Are Already Changing the Game
  AI is no longer just a futuristic concept; it’s already making car washes smarter and more efficient. From predictive maintenance to optimizing chemical usage, automation helps business owners cut costs, reduce downtime, and improve customer experiences. AI-driven systems can even detect when something is about to break down—before it happens.
• Why Now is the Right Time to Invest in AI
  AI isn’t a passing trend—it’s the next step in the evolution of car wash technology. The industry is built for scale, and AI makes it easier to expand while maintaining efficiency. The key is starting small: running a proof of concept allows business owners to test AI solutions and refine them before going all in.
• Debunking AI Fears
  Many people worry that AI will replace jobs or take away human control, but Sarah reassures us that this isn’t the case. AI is simply a tool that helps businesses run better, freeing up employees to focus on more valuable tasks. Think of it like any other technological advance—people were once skeptical of automatic car washes, too!
• How to Get Started with AI in Your Car Wash
• Identify your goals—are you looking to improve efficiency, reduce maintenance issues, or enhance customer experience?
• Start with a prototype. Test AI solutions on a small scale before rolling them out across your entire operation.

• Work with a partner to estimate costs and determine ROI. Most businesses see results in about three months.
• Keep an open mind! AI isn’t about replacing people—it’s about making operations smarter and more efficient.

Sarah also highlighted some of the most exciting ways AI is already transforming car washes:

• Predictive Maintenance – AI-powered sensors can track vibrations, chemical usage, and water levels, helping to identify equipment failures before they happen.
• AI-Driven Cameras – These systems can scan vehicles before and after washing, detecting obstructions and identifying damage.
• Chatbots for Troubleshooting – If a machine goes down and no staff is on-site, AI-powered chatbots can diagnose and even fix certain issues remotely.

Sarah emphasized that the most successful businesses start with a strategy—identifying a few key use cases before expanding AI adoption.

Sarah’s final piece of advice: Keep an open mind and surround yourself with the right people to help make AI work for you. Check out www.carwashofthefuture.com for more information

The car wash industry is evolving fast, and AI is playing a huge role in shaping its future.

Want to hear more? Listen to the full episode at carwashmagazine.com and subscribe to ICA for the latest industry insights!