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Customer Service Bundle
Customer service is the core of the car wash business and ensuring customer satisfaction is an important skill all managers must learn and perfect. This bundle includes two courses: Basic Customer Service Principles and Creating a WOW Experience for Your Customers.
Recruiting & Hiring Practices Bundle
Recruiting and hiring are important skills for managers to master. Ensuring that managers know the legal rules around hiring and are skilled at conducting interviews will improve your bottom line. This bundle includes three courses.
Onboarding & Training Bundle
Learn how to effectively onboard and train your new employees. This bundle comes with four courses including Become an Effective Trainer, Creating an Onboarding & Training Plan, Increasing Total Talent, and Onboarding New Hires.
Coaching Bundle
Coaching is an important skill to retain and grow your team. This bundle includes four courses: Invest in Improvement, Coaching Hourly Employees, Strengthen Team Effectiveness, and Team Dynamics & Cohesiveness.
Performance Management Bundle
Performance management includes goal setting, performance reviews, delegation skills, giving effective feedback, and measuring your team member's progress. This bundle includes eight different courses.
Workplace Management Bundle
Learn best practices in creating work schedules, give your managers an opportunity to apply your company policies fairly and equally and ensure a harassment-free workplace. This bundle comes with three courses.
Communication Skills Bundle
Communication skills are extremely important in every facet of the business. Becoming an effective communicator is very important to work with customers and teammates. This bundle includes four different courses.
Communicating Through Conflict Bundle
Not every customer interaction is a positive one. But how you handle those challenging situations will determine whether your customer leaves your location feeling good and supported. This bundle includes the courses: Challenging Situations and Handling Complaints & Damage Claims.
Leadership Bundle
Participants who complete these courses will build skills in time management, executive presence, decision making and problem-solving to develop them into better leaders of their site and team. This bundle includes nine courses.
Marketing Bundle
A good site manager should be able to successfully identify the marketing strategies used to engage customers and drive business to their sites. This bundle includes five courses.
Sales Bundle
Managers are responsible for implementing sales strategies to incentivize their teams. This bundle will help managers create a great sales team to build unlimited plan growth and retail sales growth, set attainable goals for their team and feel confident in overcoming common sales objections. This bundle includes three courses.
Finance Bundle
Managers are responsible for demonstrating financial and business acumen and ensuring financial success at their sites. This bundle will give managers an overview of fixed and variable costs, profit and loss statements, and financial reports to help them better understand their role in their site's financial performance.
Operations Bundle
Managers are responsible for overseeing daily operations, operating systems, and procedures at their sites. This bundle will give managers a basic overview of conveyor washes and car wash chemistry, and will help them to optimize workflow and wash quality through creation and management of SOPs, and management of inventory, safety programs, and preventative maintenance.
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Basic Customer Service Principles
In this course, you will learn basic customer service principles to ensure your customers have an amazing experience at your car wash. You will also learn methods for training your team members to embody these principles and rewarding their good customer service habits.
Creating a WOW Experience for Your Customers
Quality customer service is important, but customer service excellence is how your wash goes above and beyond to really impress your customers. Delivering this over-the-top experience on a consistent basis becomes part of your wash’s brand—what you’re known for.
Building Bench Strength Through Continuous Recruiting
This course will demonstrate why continuous recruiting is crucial to maintaining a high-performing team and train managers to identify potential gaps and positions that may need to be filled in your wash. Managers will learn how to develop a plan for building the talent pipeline.
Fair Hiring Practices
This course addresses legal and illegal hiring practices and how to conduct interview questions to reduce liability at your car wash. Compare the essential functions of a position to a candidate's application to identify necessary interview questions.
Hiring Well Through Excellent Interviewing
Increase the strength of your team by preparing managers for the critical skill of interviewing and selecting top candidates. Managers will learn the importance of properly preparing for interviews, as well as how to ask the right kinds of questions and assess candidates to determine if they are the right fit for the job and the organization.
Become an Effective Trainer
This course addresses the key competencies required for an employee to become an effective trainer. Avoid early attrition, assess a trainee's knowledge & performance, and learn when to take corrective action.
Creating an Onboarding and Training Plan
This course is designed to provide you with information and resources to help you develop your onboarding and training plan for new hires. Demonstrate company expectations and all core unit-specific job responsibilities and functions.
Cross Training: Increase Your Total Talent
Improve the stability and flexibility of your team by cross-training your top performers. This course will show managers how to prioritize training needs and select the best candidates for development.
Onboarding Your New Hire
This course discusses the importance of onboarding and outlines best practices for a successful onboarding program in your car wash. Identify the do's and don'ts of onboarding techniques and set your team members up for success.
Coaching - Invest in Improvement
Boost the performance of your team by teaching your aspiring site managers the fundamentals of effective manager coaching. This course helps facilitate the shift in mindset that is needed for new site managers to transition from coaching team members to coaching managers.
Coaching Hourly Employees
Good coaching skills are key to helping employees develop into high performers, realize more success and help drive the success of your location. This course focuses on the benefits of timely coaching, the characteristics of great coaches, common needs that motivate employees, and tips for improving coaching skills.
Strengthen Team Effectiveness
This course is designed to provide you with training about strengthening team effectiveness through motivation and training. This learning program will cover the stages of team development, why (and what to do when) teams become demotivated, and how to measure and reward good team performance.
Team Dynamics and Cohesiveness
The course is designed to provide you with training about team dynamics, including generational differences and understanding how to create team cohesiveness. Along with understanding issues associated with loss of team cohesion.
Delegation: Create Your Next Superstar
Effective delegation is one of the best ways to free up managers’ time in order to handle the big things and expand the abilities of other employees to handle the small things. This course focuses on the components of successful delegation, the level of detail managers need to give employees based on the employee’s level of experience, and tips to succeed in the delegated tasks.
Effective Termination
This course is designed to provide managers and assistant managers training on how to properly execute employee discipline while minimizing disruption to the team and operations. Identify employees who should be terminated and know the "do's" and "don'ts" of terminating.
How to Set Effective Goals
This course demonstrates how to set effective goals that will improve your managerial career, leadership abilities, team members, and car wash at large. Create and write goals using the SMART goal technique.
Improving Performance Through Feedback
This course is all about knowing you are not perfect, and that every challenge results in learning whether you made a good or bad decision. You will become a better manager because you review your actions, enlist feedback from peers and staff, and network with other managers for advice, in order to improve your personal performance.
Measuring Team Member Progress
This course provides training on how to develop goals and measure team member progression and/or advancement. It will discuss how to assess your team to identify top performers, recognize strengths and skills gaps, take corrective action when necessary, and recognize excellent progress.
Progressive Discipline
Reduce turnover and promote employee development by applying progressive discipline coaching practices. This course shows managers how to retain a high performing team by identifying the root cause of performance issues and then either coaching improved performance or supporting termination with appropriate documentation when the obstacles cannot be overcome.
The Power of Performance Reviews
Do your employees know how they’re doing in terms of performance? Provide effective feedback and performance reviews to reduce turnover, promote employee development, and increase profits.
Using SMART Goals to Target Success
This course outlines the SMART Goals approach for establishing individual and organizational goals to develop a culture of goal setting and achievement in your car wash. Communicate goals through all levels of your organization to ensure each team member knows the part they play.
Harassment Free Workplace
This course addresses best practices for promoting a respectful work environment and reducing liability at your car wash. Identify factors that make your wash a positive work environment and demonstrate understanding of bystander interview.
The Balancing Act in Creating A Work Schedule
There are many costs that have escalated for car wash owners recently, but none stand out more prominently than the rising cost of labor. This course is designed to provide best practices for scheduling labor to balance the business needs along with the employee needs.
Understanding Policies and Resolving Issues
This course helps you implement company resources, policies, and procedures consistently in your work environment while strengthening your team’s cohesion.
Communicating Professionally
Good communication begins with acting professionally in all aspects of your job. As a manager, you are responsible for setting an example for how staff should interact with each other and customers. This course will introduce standards of professionalism and review basic communication principles.
Communicating Up and Down
In this course, you will learn about effectively communicating both up and down the chain of command. As a manager, you are responsible for communicating not only with the team that you manage, but also for keeping your supervisor(s) and executives abreast of any issues, concerns, and successes.
Consistent and Effective Communication
Consistency in communication is essential to building trust, and creating efficiency and is vital to the success of our business. This course will help you monitor ongoing communications and when to look deeper into topics, and deliver that message.
Managing Effective Team Meetings
This course will review how to effectively lead a team meeting and ensure participation from all team members involved. Whether it's a regular team meeting or an urgent, unscheduled one, all meetings are important and require involvement from everyone on your team.
Challenging Situations
This course will guide you through the fundamentals of handling a challenging situation. Customer complaints are part of doing business, but your job is to keep the negativity to a minimum by handling these complaints quickly and effectively before they escalate. By maintaining your composure, you can calm your customer and ensure a satisfactory solution for all parties involved.
Handling Complaints & Damage Claims
When a customer feels as though their visit wasn’t what they expected, it can result in negative feedback for your wash. Whether it’s a minor customer service complaint or a more serious damage claim, handling this feedback with empathy and patience can increase the likelihood of a maintaining a loyal customer.
Understanding Your Leadership Style
In this course you will review the five common leadership styles, and the pros and cons of each. Identify strategies to know when and how to adapt your leadership style depending on the situation you’re in.
Transitioning from Manager to Leader
Identify the difference between being a manager and a leader, and learn strategies for tapping into your leadership potential, developing and maintaining an engaged team, and leading with vision.
Time Management
In this course, you will learn time management techniques to ensure that you're spending your time at the wash in the most efficient, effective way possible. You'll learn how to track your time and tasks, and make adjustments to allow for smoother operations.
Servant Leadership
Servant leaders place emphasis on the well-being of those they lead. A servant leader shares power, puts the needs of others first, and helps team members develop and perform at their highest level possible. This course will help you create a positive culture at your wash.
Problem Solving
Being a problem solver is one of your most important and most used roles as a leader in your wash. Effective leaders address problems in a timely fashion, keep their teams moving forward, and take action to prevent similar problems in the future.
Effective Decision Making
Great leaders are often trusted with making some of their wash’s most important decisions. Successful decision-makers aren’t just relying on their instincts to make good choices; they follow a decision-making process that helps them determine the choices they make - this course will help you with that process.
Developing Executive Presence
Being a leader at your wash means exuding an air of confidence that inspires your team, articulates your vision, and allows you to connect with your colleagues. This course will help you to develop your executive presence and take you from the leader you are to the kind of leader you want to be.
Creating a Positive Culture
A healthy culture at your wash is crucial to ensuring smoother operations, happier team members and customers, employee retention, and an overall enjoyable atmosphere at your site each day. This course will help you create that positive work environment.
Continuous Improvement
In this course, you will learn continuous improvement tips and techniques to ensure your wash is running in the most effective, efficient way possible. You'll develop a plan for optimizing your team's effectiveness.
Understanding Your Customer
Understanding your customer allows you to better sell wash services, meet expectations, and articulate the unique value proposition of your location. Create customer personas and articulate how each persona will engage with your car wash site.
Social Media Policies and Procedures
Social media is the source your customers use to find your business, and your company's reputation on social media can make or break a business. This course will help you determine your company's policies and give you a thorough understanding of how you can engage with social media in the context of your company's brand.
Marketing Fundamentals
In this course, you will learn basic marketing fundamentals, allowing you to connect marketing activities to your operations. By learning why particular marketing activities and promotions are used, you will more effectively enhance the visibility of your site to customers.
Connecting Brand to Community
The role your location plays in your community has a big impact on how your company is perceived. Being a good community steward and advocate drives customer loyalty. The goal for this course is for the manager to identify opportunities for their site to be recognized within the community and assist the marketing team in those efforts.
Communicating Your Company's Brand Promise
As a manager, it is important that you understand and communicate the brand promise to customers and your employees every single day. The goal of this course is for the manager to effectively communicate and train their employees on how they exhibit the company brand promise.
Setting Effective Sales Goals for Your Team
Each site is responsible for driving retail and unlimited wash club goals. But how do you know if you've been successful? This course will illustrate the goal-setting process and demonstrate how to deliver on defined sales goals.
Overcoming Sales Objections
Capturing and maintaining customers is extremely important. However, not every customer is going to be an easy "yes" when asked if they want to become an unlimited club member. The goal of this course is to effectively respond to different types of objections in an unlimited club sale.
Create an Unbeatable Sales Team
In this course, you’ll learn more about what sales is and isn’t, and how important human connection is for success. It will empower you to train your employees to be effective salespeople, regardless of their role.
Preventative Maintenance
This course provides car wash managers with the knowledge and skills necessary to implement preventative maintenance procedures. Learners will understand the importance of regular maintenance, including how to identify common issues and develop strategies to prevent breakdowns and costly repairs, how to properly inspect, clean, and lubricate equipment, and proper record-keeping.
Implementing a Car Wash Safety Program
Upon completion of this course, managers will be able to articulate the importance of safety in a car wash environment, develop strategies for implementing and maintaining a safety program, and ensure compliance with safety regulations and standards.
Introduction to Profit and Loss Statements
Upon completion of the course, learners will have a deeper understanding of a profit and loss (P&L) statement, including its key components and terminology, and be able to calculate and analyze revenue and expenses to make informed decisions for their wash.
Inventory Management
This course provides managers with the necessary knowledge and skills to effectively manage inventory. Participants will learn various inventory control methods and applications, strategies for demand forecasting, stock replenishment, and how to measure and evaluate inventory performance.
Managing, Implementing, and Conforming to SOPs
Upon completion of this course, managers will understand the importance of Standard Operating Procedures (SOPs) and how to monitor them to ensure compliance. They will gain practical knowledge on implementing, evaluating, and managing SOPs to ensure consistent, high-quality operations.
Optimizing Workflow and Efficiency
This course is designed to teach managers how to streamline operations, improve productivity, and enhance customer satisfaction. By learning to identify bottlenecks and inefficiencies, participants will be able to implement strategies to streamline workflow and utilize technology and automation to enhance efficiency.
Understanding Fixed vs Variable Costs
This course provides car wash managers with a comprehensive understanding of fixed and variable costs, including how to calculate these costs and understand their impact on profitability. Learners will utilize cost analysis techniques to make informed business decisions.
Your Role as a Site Manager in Financial Performance
This course equips site managers with the understanding and skills needed to manage the financial performance of their site(s). They will learn budgeting and cost control, explore strategies for revenue generation, analysis of financial data, and apply financial management techniques to improve their site’s performance.
Creating SOPs and Checklists to Increase Operational Efficiency
This course equips managers with an understanding of the importance of standard operating procedures (SOPs) and checklists for their operation. Upon completion, learners will be able to identify key processes, create and implement SOPs and checklists, and develop strategies for quality control.
Using Reporting to Optimize Site Performance
This course will develop a manager's expertise in analyzing, maintaining, and reforecasting reports and financial data. Learners will practice techniques for maintaining accurate and up-to-date financial records and identify key performance indicators (KPIs) to enhance the overall performance of their site.
Understanding Car Wash Chemistry
This course aims to equip managers with the principles of car wash chemistry, including the types and functions of each chemical, the chemical process, and the impact of the chemicals on a vehicle's surface. Participants will also learn effective chemical management strategies and safety in handling chemicals.
How a Conveyor Car Wash Works
This course is designed to provide new car wash managers with an understanding of how a conveyor car wash works. Learners will become familiar with the key components and processes of a conveyor wash and learn to troubleshoot and optimize the performance of their wash for smoother operations.
Optimizing Wash Quality
This course is designed to help car wash managers identify key factors that contribute to wash quality, strategies to optimize the wash process, and techniques to ensure the wash is producing clean, dry, and shiny cars. Upon completion, participants will be able to implement skills to enhance customer satisfaction and increase profitability by reducing rewash rates.
BROUGHT TO YOU BY INTERNATIONAL CARWASH ASSOCIATION
As the non-profit trade group representing the car wash industry, we are dedicated to using our resources and 60 years of industry experience to help connect, empower and grow the car wash industry and its leaders through the highest quality professional development.
To build the LEAD training program, we selected a proven learning management system that has been successful at more than 20,000 retail stores. We incorporated an industry-first credential and certification component, enhancing learner value and recognition through the ICA brand. Finally, ICA built an on-staff educational competency and dedicated the resources necessary to sustain and improve LEAD for the long term. There is no other product in the car wash industry that features all of these advantages.