New Sub-title:  Towels; Expert Advice

By Valerie Sweeney

Keeping track of towel inventory can be a nerve-wracking task for many car wash managers. Eventually all towels will either wear out or slowly disappear by being left in customers’ cars, or “borrowed” by a customer who forgets to return them. Towels are relatively inexpensive compared to most other car washing equipment, but when you need to have towels shipped overnight because you ran out before a busy weekend, it can be quite costly. The way to avoid these high shipping costs is to properly manage your towel inventory.

Most of the time, car wash managers find themselves having to order towels not because their old ones wore out, but because they all “disappeared.”  By practicing good towel management, you should be able to hold onto your towels for their entire life span. Since all towels deteriorate over time, it is important to know when to take a towel out of circulation.

When you buy your towels and wash them the first few times, you will see some lint. All terry towels, including new “lint free” ones, experience a natural shedding process, much like when you buy a new carpet. Once the towel is properly broken in, the amount of lint it produces is dramatically reduced. Near the end of a towel’s life cycle, it will reach a point where it starts to deteriorate. When a towel begins to deteriorate, the fibers will break down and create lint. When your towels start to lint again, it is either time to throw them away or use them as rags to clean the wheel wells and door jambs.

Because linting does occur when a towel is near the end of its lifecycle, it is important to never wash old ones with new ones. This lint will attach itself to your new towels. Many car wash owners change the color of their towels with every order so they can differentiate the new ones from the old ones easily.

Disappearing Towels

Towels usually disappear for two reasons:  1) Employees leave them in cars or

2) Customers “borrow” them and never return them. Both are the result of improper towel management.

If your employees are leaving towels in cars, then they likely need to be better trained and closely supervised. Employees need to be reminded that towels are important tools, and as with any other tool at the car wash, they should be held responsible for them. Some car wash managers monitor the towel inventory by counting them daily or weekly. Each employee should be made aware of this count.

It is up to the line supervisor to not only inspect the quality of the cars that have been cleaned, but also to see if any towels have been left behind on the seats, floor, or dash. This final inspection will also give the supervisor a chance to thank the customer one last time.

“Borrowing”

Customers are a major contributing factor when it comes to disappearing towels. Many customers either ask to “borrow” a towel or just go ahead and take one. Unfortunately, many people do not return them. If a customer asks to use one of your towels, offer to go over and clean the spot for them.

It will show that your wash has great customer service, while at the same time, ensuring the towel will be returned. You can also keep your towels in a spot that is inaccessible to your clients so they do not have the opportunity to grab them.

Another method to prevent customers from taking towels is to create the appearance that you are in control of your towel inventory. You can achieve this by neatly folding and stacking your towels, instead of just tossing them in a cart. Some car washes sell towels at the cashier’s window for those customers that wish to use their own towels. If someone asks to borrow one, you can remind them that towels are available for purchase.

Courtesy Choices

Another way to prevent customers from taking towels is to offer them a courtesy towel. Courtesy towels can either be low cost towels that you can rewash, or disposable towels. Courtesy towels are an excellent tool to keep customers satisfied, while at the same time ensuring that your inventory is not being taken home. A popular courtesy towel is a 16” x 19” bar towel. These are inexpensive enough that if a customer takes one, it’s not a big loss, but durable enough that you can continue rewashing the ones you keep.

Another popular choice for courtesy towels is an inexpensive paper wiper. These include durable soft cloth-like wipers and industrial strength paper wipers. These towels are available in a wide variety of styles, sizes, colors, textures, and packaging. Courtesy towels can also be handed out by the line crew, placed beside the tip box, given at the cashier’s window, or handed out by someone at the end of the line as they thank the customer one last time for their patronage. A courtesy cart is another great place to either give away or loan out courtesy towels. These carts are usually stocked with window cleaner, tar and bug remover, a trash barrel, and of course, your courtesy towels.

A good car wash customer is one that keeps coming back. You will not save yourself much money by chasing a customer away for a towel that costs $2 at most. Remind customers verbally or with signs that towels are tools, and add to the costs of the car wash.

Towel Suppliers

Good towel management will help to prevent you from running low. The general rule of thumb in the industry is to order your next batch of towels once you have put your last new towel into circulation. To prevent a towel shortage, keep five or 10 dozen towels hidden, either at your house or locked up somewhere at the car wash. Tell only your managers and supervisors about this supply. Towels will never “go bad,” and this secret stash will ensure you will never run out. Once you dip into your backup batch, you should immediately place your next towel order.

Work with your towel vendor. Ask your sales representative to give you a call when they think you may be ready to order. When they do call, take the opportunity to check your supply. Towels are usually the last thing you want to worry about.

When to Order

A common mistake on the part of many car wash operators, is waiting until the last batch of towels are completely worn out before ordering new ones. Order new towels when you have put your last new towel into circulation. If you have a color preference for your towels, call your vendor a few weeks before you need them. They may not have your desired color in stock, and this will give them some time to call around and locate it for you. If they do have your color in stock, ask how many they have left. If they are running low, your best bet is to place the order right then and there on the phone.

Towels are an integral part of your wash. Keep an eye on your supply, just as you do for your soaps and waxes. There are many situations and problems that towel managers need to deal with on a daily basis, and towels should not be one of them. With proper towel management, you can focus your attention on much more important matters.

Valerie Sweeney is vice president of ERC Wiping Products Inc. located in Lynn, Mass. She has worked at ERC since 1995. For more information please contact her at 800.225.9473 or visit www.ercwipe.com/carwash.

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