Lessons from Chick-Fil-A: Running a Great Car Wash Starts with Creating a Great Culture

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 Takeaways

• Culture isn’t complicated—most businesses just overcomplicate it.

• Purpose drives performance.

• Hire for character, not just skill.

• Owners are the Chief Culture Officers.

• Hospitality exists—even without people.

• “Second mile service” creates loyalty.

• Culture shows up most when things go wrong.

• Avoid the “fad of the month” trap.

• Be transparent and involve your team.

• Great culture reduces turnover—and fuels hiring.

Next steps: live the values that you instill every day, and focus on company culture like your business depends on it... because it does. And see industry innovations at The Car Wash Show, May 11-13, 2026, in Nashville, Tennessee.

📺 Watch the full conversation below.
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 Car Wash Exchange | 2026 season, episode 6