Business at Carnett's is Just "Peachy"

The Arnett family is building a Georgia powerhouse

By Lisa Arnseth
ModernCarCare.com
October 1, 1999

Bruce Arnett Sr. has owned restaurants. He was in the computer industry, and he even owned a farm before he decided to take a gamble on carwashing...and found he had hit the jackpot. In 1978, the Cape Cod, MA native opened his first full-service wash in the Atlanta, GA area along with son Bruce Jr. and wife Dee. Today the family-run company has racked up eight washes in all in the heart of the Peach State with two more locations on the way.

Arnett says carwashing stuck because he enjoyed the business itself. "I just like this industry. The carwash business is filled with really nice people," he says. There is plenty of mutual admiration here as the Carnett's Car Washes have garnered several industry and community awards.

The Arnett family has been operating under the Carnett's Car Washes name since 1988, when they opened their first signature wash in Gwinnett, GA. Initially, Bruce had gotten a taste for the business when he had invested in a carwash with a friend as a silent investor. After three years of research, he was able to open his first wash--but not without a few bumps and scrapes.

"When I first started out, I didn't realize how much I didn't know," he admits. "But I finally started catching on to things, trying new things and working problems out. It helps to talk to other people in the industry." For the Arnetts, it also helped to turn to family members as well.

Dee, a former public accountant and president of a marketing association, assumed the post of CFO for the fledgling company. She was recently named 1998 Woman of the Year by the Southeast Carwash Association, an award Arnett is highly proud of. "Dee has been invaluable to the building of Carnett's," he says of his wife of 16 years. Bruce Jr. is the COO, a position he has undertaken with "an energy that just won't quit," says the senior. Also involved in operations is son Brett, who has been working different posts at the company since 1988, and son Brandon, who recently returned to the Carnett's carwashes after eight years in the Navy. Bruce is also the proud father of two daughters and is an attentive grandfather to seven grandchildren.

The dedicated Arnett family has been known to talk carwashing over Thanksgiving dinners, and Bruce Sr. goes so far as to say that they are almost "fanatics" when it comes to what they do. But the heart of their company lies with the employees that work at their locations, and Bruce believes they are the secret to Carnett's success.

"The employees are the core of the business, and they never get any credit, but our people are just gems," says Arnett. "They're wonderful people and we love working with them." Carnett's boasts a very low employee turnover rate, and some employees have been with the family for 11 years. Arnett offers his employees generous benefits, including full hospitalization and medical benefits. In addition, employees are strongly encouraged to move up through the ranks through a very well organized promotions program. Employees that join Carnett's begin by wiping down cars and can eventually become general managers by following an "education program." Arnett brags that in 11 years, "We've never lost a manager that we wanted to keep."

Having a human resources director has enhanced his employee's work conditions. Plus, the Carnett washes are staffed only with people who pass through the human resource department's rigorous selection process. Being picky about who is hired has proven to be a wise move, and Arnett says he still prefers to promote from within. "We want employees to see that they have an opportunity... within Carnett we promote teamwork," he says.

One-stop service
Carnett's Car Washes are all full serve, with varied multi-profit centers, including everything from oil changes to emissions testing and servicing. Arnett is also a strong supporter of mechanical express detailing and has incorporated buildings to house Shine Express machines at several locations. Arnett credits the service as being a major boost to his business. "It's a great machine, and it polishes the whole car in about 10 minutes and doesn't leave a mark," he says.

There is one convenience store in the Carnett's ranks, but the family leases it out so the main thrust of the Carnett's focus is on automotive service. The locations also feature express detailing, re-con work and windshield repair. Arnett says the idea is to make a definite mark in customer's minds when it comes to the name Carnett's: "We're a one-stop service center for customers who need service," he says.

Becoming the largest carwasher in Atlanta began with a series of acquisitions. Arnett took over one location that was not working out for a major corporation, another was purchased from a retiring owner and another had been repossessed by a bank. Since the washes all came from different sources, there is no one uniform look to the locations aside from the Carnett's Car Wash signage in front. But Arnett is very proud of the newer washes that he and his family have designed. "They all have gabled roofs, block and inside they are tiled... they're very beautiful buildings," he says.

Arnett notes that carwashing today is much removed from the industry it was when he entered the field. He has some concerns about it. "I see some people coming in helter-skelter, and I'm afraid that there's going to be some failures like there were in the last round in 1988 to 1992," he says. He points to the value of doing adequate research and customer surveys and wishes some of his new colleagues wouldn't jump in so quickly. "It's just my opinion, but I hate to see this happen because these are good, hard-working folks and they're putting a lot of money into this," he says.

Industry consolidators are aware of Carnett's, and according to Arnett, the family has been approached to sell the chain but has so far declined the offers. That is not to say that this will always be the case. "My father used to say that everything is for sale. There's always a price," says Arnett. However, the family has chosen to concentrate more on their own growth in the Atlanta metropolitan area, which they picked specifically for its strong market. "We have no designs on going nationwide or anything like that," says Arnett. "We're a regional power."

"We're supposed to listen"
In order to boost their services and improve on weak areas, the Arnett family makes an earnest attempt to get customer feedback...even if they sometimes have to pry the opinions from the customers. Using focus groups and exit polling on a regular basis, the Arnetts also have secret shoppers to keep them on their toes. Arnett advises, "God gave us two ears and one mouth--we're supposed to listen." By taking customer reactions into account, the washes have been able to improve on weak areas and even more importantly, Arnett and his staff have learned how to handle negative situations.

Arnett believes that a rare opportunity arises when things go wrong--as they often can at a carwash. He stresses treating the customers very well and paying attention to everything they say. "Also, give the customer more than he expected, and you end up with a customer who is super loyal to you from that point on," he says.

The Arnetts are not the types to rest on their laurels while things are going well. Instead, the company is actively pursuing other areas, including an investment in a new full-service supply company based in Atlanta called Aces. Arnett says the brand-new company is designed to cater to both the large carwasher and smaller operators, handling everything from maintenance and chemicals to supplying Belanger equipment. Arnett says he understands first-hand how important such a company can be to someone just starting out in the industry. "Understanding the chemicals and how they interact was very difficult," he says of his earlier years. "Theoretically, this company could take someone who was coming into the business who knows nothing about it and they would handle everything on the maintenance and chemical side of the business."

A store for carwashes
Aces is also building a warehouse store that will allow carwashers to shop for brushes and pails of soap as they would at a Home Depot store. As stockholder in the Aces corporation, Arnett has given them all his business.

Carnett's Car Washes will soon begin an experiment that will bring exterior-only services to the washes in addition to the full serve wash. The idea was inspired by the success of industry veterans such as Chip Burton of Shiner's Car Wash in Orlando, FL, and Bebo Klyce of Bebo's Car Wash in Mobile, AL. Arnett credits his industry colleagues for being extremely helpful in this endeavor.

In a family-built business, the founders always hope that the tradition will continue to remain a family affair, and Arnett is no different. "The reason we have the stores that we have is so that we can maintain our family business in a world of increased competition," he says. He believes that his sons will keep the wash in the family, since they all seem to work so well together. Conflicts are resolved in a very business-like manner. "We love to work together," says the patriarch. "We even go out and bowl or play golf together when we get the chance. I would say that it's been a wonderful experience."

As for keeping the entire family involved as the Carnett's washes grow and compete in a 21st century marketplace, Arnett says he has high hopes. "We love playing with the grandchildren. We're getting them ready! You know, just when they're about 3 feet high they can do hubcaps really well," he laughs.

Kudos for Carnett's Since 1988

Magazine/newspaper awards
Inside Gwinnett Magazine: "Best Of Gwinnett" award 1989-1995.
Creative Loafing Newspaper: "Best Of Gwinnett" award 1996-1998.
Atlanta Journal Constitution Newspaper: "Best Carwash and Auto Detailing" 1999 Readers' Select Winner.
Norcross Customer Service Organization: "Best Customer Service Business in Gwinnett" 1998.

Other awards
Dee Arnett, Woman of the Year, Southeastern Carwash Association 1998.
ICA: Maxi Award for Best Radio Ad 1998.
Yaarab Shrine Temple: Sponsor Appreciation Award 1997-1999.
Gwinnett Fireman's Gold Sponsor: Appreciation Award 1998.
Meadowcreek High School Appreciation Award for support of Mustang Golf Classic 1996.
Freedom of Police, Gwinnett County: Appreciation Award 1997.
Carnett's has also been nominated in Top 5 Washes in Southeast for the past four years by the Southeastern Carwash Association, is a member of the Gwinnett County Chamber of Commerce and has supported various charity golf tournaments.

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