Car Wash Exchange – Dee Ann Turner

On this episode of Car Wash Exchange, we’re joined by Dee Ann Turner, former Vice President of Talent at Chick-fil-A and a leading voice in organizational culture and people development.With more than three decades of experience helping shape one of the most recognized service cultures in business, Dee Ann brings a powerful perspective on what it really takes to build—and sustain—a high-performing team. She shares why most organizations overcomplicate culture, and how focusing on just three core elements can transform both employee engagement and customer experience.From hiring for character to creating “second mile” service moments that customers never forget, this conversation is packed with insights tailored specifically for car wash operators navigating today’s workforce and customer expectations.If you’re looking to strengthen your team, improve retention, and create a culture that truly sets your business apart—this is an episode you won’t want to miss. Key Takeaways1. Culture isn’t complicated—most businesses just overcomplicate it.2. Purpose drives performance.3. Hire for character, not just skill.4. Owners are the Chief Culture Officers.5. Hospitality exists—even without people.6. “Second mile service” creates loyalty.7. Culture shows up most when things go wrong.8. Avoid the “fad of the month” trap.9. Be transparent and involve your team.10. Great culture reduces turnover—and fuels hiring. (2:50) Dee Ann talks about her time at Chick-fil-A and how culture can be done right. And the three parts that make up a remarkable culture. Choose a meaningful purpose – Have a challenging mission – Demonstrate the core values.(5:19) Why are these three parts important to today’s car wash culture?(6:22) Is there any reason for an owner/operator to not be transparent?(7:40) What’s the difference between what’s being invested in and what’s being delivered? And what does hospitality look like when there are no people on site?(10:31) What does the 10-minute hiring conversation look like? Start with character.(13:00) What separates a team that rises to the occasion from a team that falls apart? Being remarkable….  Hear stories of “being remarkable”! (17:03) Dee Ann tells a personal story of her car and why it means so much to her.(18:12) What’s “first mile” and “second mile” service?(19:05) What’s a common mistake that leaders make in trying to create culture?(21:18) At one point when does culture become difficult to scale?(23:16) What are two or three things that signal to the team that the leader is serious and committed to culture?(25:11) How is the car wash business the same as Chick-fil-A?(26:58) What’s Dee Ann most looking forward to at The Car Wash Show?Come hear Dee Ann speak at this year’s Car Wash Show!Find out more about The Car Wash Show happening on May 11 -13, 2026