Marvin Hernandez, manager of Ducky’s Car Wash in San Mateo, California, offers customers more than just a clean car: He also provides an...

Don’t let these common mistakes keep your organization from receiving the stellar customer satisfaction scores it deserves

Whatever your...

Loyalty programs have been around for decades. Who hasn’t, at one time or another, carried around a buy-nine-get-the-tenth-free punch card...

Customer service isn’t what it used to be … in ways both good and bad.

I recently ordered a dishwasher from a major U.S. retailer,...

The driver places his foot on the gas in order to pass a driver in the left lane. He holds it in a comfortable 65 mph range. Suddenly the...

If your job entails working with unhappy or irate customers, you’ve got your work cut out for you. Employees on the front lines of...

WAYNE RHINES

ZIPPY’S CAR WASHSEVIERVILLE, TENNESSEE

Q: Tell us about your business.

A: Zippy’s is a tunnel wash that has been in...

No matter the industry, no matter the product or service, at the heart of every business is a relationship with a customer. These days,...

Social media has changed nearly every aspect of interaction: how we interact with friends and family, how we interact with colleagues and...

Successful small business owners understand all facets of their business, and they have often had to take a very hands-on approach to...

RICHARD BELANGER

Founding Group MemberMotor City Wash Works, Inc.

EducationBachelor of Arts, University of Michigan

Richard Belanger...

We occasionally provide excerpts from The Great American Car Wash Story. Former ICA Executive Director Gus Trantham and veteran commercial...