Roanoke Times
Copyright (c) 1995, Landmark Communications, Inc.
DATE: THURSDAY, April 11, 1991 TAG: 9104120841
SECTION: NEIGHBORS PAGE: E-15 EDITION: METRO
SOURCE: By CHRIS CRISCIONE/ SPECIAL TO ROANOKE TIMES
DATELINE: LENGTH: Medium
Most people break out the garden hose and a bucket and reach under the sink for some soap.
And, according to Craig Hanson of Clean Machine Car Wash, that is where most people make their first mistake.
"Most folks just grab anything that says, `soap,' " Hanson said. "If it's dish soap, they put dish soap on their car, which is the worst thing you can do for your car's finish."
Hanson should know. As vice president of Clean Machine, a full-service car wash with locations on Melrose Avenue and Williamson Road, he's in the business of making sure a car keeps its luster as long as possible. Clean Machine offers a full range of services from a basic exterior wash all the way to the "VIP," a complete cleaning that includes everything from vacuuming the trunk to applying cleaners to the dashboard and tires.
Clean Machine, which also has locations in Charlottesville, Fredericksburg, Falls Church and Lynchburg, has been in Roanoke since 1982. Hanson says one reason for the business's success is its emphasis on customer service.
Because people don't usually want to spend a great deal of time getting their car washed, Clean Machine guarantees all its washes, except the VIP, will be completed in 20 minutes. The company also promises to refund the full price of any service that does not meet the customer's satisfaction.
Clean Machine even offers a rain check - if it rains on the day you get your car cleaned, Clean Machine will wash it again free within three days of the original wash.
Hanson, a former Marine officer, believes this standard of service keeps people coming back.
"We design our service to give the customer the most for his money in the least amount of time," Hanson says. "We've based our company on the idea of friendly service, that gives the customer as much quality as we can."
That policy has served Clean Machine well in these soft economic times. Hanson says the recession has not seemed to hurt business much.
"Even in a recession, people still need their car cleaned," he said. "The difference is, they may not get them cleaned as often. We've been seeing a lot dirtier cars lately."
In addition to its off-the-street business, Clean Machine also has a fleet service. Norfolk Southern Corp., C&P Telephone, Appalachian Power Co. and Coca-Cola Bottling Co. all get their trucks and vans cleaned at Clean Machine. The carwash also has an arrangement with Berglund Chevrolet to provide a month's free washes for any new car purchased at the dealership.
The two Clean Machine locations employ about 30 full- and part-time workers, Hanson said. Clean Machine employees who do the hand waxing and other car detailing all have several years' experience, he says. The company has a detailing facility where employees are sent for specialized training.
As for Hanson, he spends part of his time traveling to other carwash facilities throughout the country to observe their operations and pick up ideas. He says such visits help Clean Machine maintain its high level of service.
by CNB