Safety Training For Car Wash Customers

Most car washes across the country invest significant capital, time and energy to implement a well-developed employee training program. Far fewer seem to place the same emphasis on educating and training their customers in safe practices. The most successful washes emphasize employee and customer training equally to create a safe environment and mitigate risk. With that in mind, here are a few things to consider while designing a customer training plan for your car wash:

·         How effective are your entrance and exit signs? Signage should be visible in more weather conditions, easy to read and provide adequate directional symbols.

·         Are there signs recommending that customers refrain from using cell phones at the wash?

·         Do you alert your customers about the potential damage to the wash, employees and other patrons from loose parts, debris in the back of pickups, certain aftermarket items, etc. in their vehicles?

·         Does your wash subscribe to the practice of using employee hand signals when customers are driving onto the conveyor? Is there a standard in place supported by signage instructing patrons on what to do?

·         Have you considered using stop and go lights at the exit of the tunnel to more effectively control the flow of traffic?

·         Are you using sound devices to alert customers to when the car wash process ends?

·         In the vacuum area, are you using signage to advise customers to properly replace hoses after use?

·         Are you using signage to inform motorists driving around your property to be cautious due to a high level of pedestrian traffic?

·         What policy do you have in place in the vacuum area to advise parents with children to stay vigil and keep them close and under control?

·         What have you done to keep customers from walking in dangerous areas of your property? Examples: Cones, foot path visuals, striping, barriers, etc.

·         If customers must cross in front of bays to retrieve their vehicles, is their signage to warn them to stay alert?

·         Are you using signage and locking the door to the equipment room to prevent unwelcomed access from customers?

·         Are your chemicals stored in a safe and secure location?

·         Is your property free from debris? Old equipment lying around, or empty containers can pose a risk of injury to wondering customers.

·         Do you periodically perform an in-depth walk thru of the property to determine if there are any dangerous conditions customers might be exposed to? During, if you observe any questionable safety concerns don’t assume your customers will “know better”.  Forewarned is forearmed.

This is not meant to be an all-inclusive list and I’m certain there are more items that can be used to educate the customers while they visit your wash.  It might be a good time to challenge your employees to come up with their own suggestions.

I believe there’s a misconception that if your wash is an exterior only or express exterior where customers drive their own cars, the business is absolved of any liability. However, the owner of the property still has the responsibility of maintaining a safe environment at the location. As such, it's essential that you take the proper steps to protect your customers or you may face property damage or personal injury claims.

Evaluate and implement your customer training plan today so your wash is prepared to prevent or mitigate potential risks. It will not only increase your profits but it’s the right thing to do!

 

Remember, a safe wash protects people and profits!

Portable Heater Hazards

As always, the cold season sneaks up on us quickly. Last year, one of our operators suffered a $151,000 loss as a result of their attempts to stay warm. A portable heater was left too close to a combustible surface and it burst into flames. It was overnight so fortunately nobody was injured but as you can see below, the damage was significant. Something like this serves as a reminder that even the simplest things can escalate and get out of control fast.

 

 

I recently had the opportunity to visit several car washes where I observed portable heaters ready to be placed throughout the tunnel. While I’m certain they will keep employees warm, will they be safely utilized? If your business doesn’t have company policies and procedures in place, I fear any safe use of this equipment will be based solely on luck. Not a comforting thought.

The following are some points that should be considered as a part of ownership of these devices. These are courtesy of Dave Snyder in McNeil’s Risk Management department and are:

•  Management needs to determine where and how to place these devices.
• Under no circumstances should they be used within 10 feet of any combustible materials.
• If an extension cord is necessary, be sure it conforms to the manufacturer's standards before use. If you choose this option, keep in mind the additional tripping hazard it would present.
• When considering using a fuel-based unit, use caution during refueling operations. Make sure fuel is stored in approved, properly labeled receptacles that are stored in cabinets specifically designed for flammable materials.
• Prior to any use, each heater must be inspected to ensure there is no damage, leaking fuel, or frayed cords.
• Never leave the unit unattended while running.
• Only portable heaters approved by management are acceptable.
• Be certain that all smoke detectors and carbon monoxide detectors are checked regularly. Remember to document this inspection each time it's completed.
• All portable fire extinguishers must be properly mounted and checked to ensure they are in working order. Be certain that all appropriate placards are visible as well.
• Employees should be properly trained on fire extinguisher operations.

Remember that operating these units in enclosed environments can pose the potential added risk of carbon monoxide poisoning.  The following are a few symptoms to learn in anticipation and recognition of this danger:

• Headaches
• Dizziness
• Nausea

Once again, my personal thanks to Dave Snyder and Risk Management at McNeil for contributing these very important facts. They are able to assist with any help with designing a company policy for the safe use of portable heaters. Don’t put it off till something goes terribly wrong, start now!

Remember a safe wash helps protect people and profits!

 

Is Wind an Act of God?

A strong gust of wind blows the front door open and strikes a customer, causing severe personal injuries. Is this the responsibility of Mother Nature or the owner of the car wash? The easy answer is to blame it on natural causes, but that might not be the RIGHT answer.

At your car wash, the unexpected will happen and it’s nearly impossible to protect against every scenario that could occur. That being said, I believe there are several common hazards that require preventive attention and are too often overlooked. For example, everyone takes precautions to protect their wash when the forecast calls for tropical storms, tornados, or hurricanes that can cause severe property damage. But how many take the time to prepare with the same due diligence when it applies to more common weather forecasts, like heavy winds? Shouldn’t the additional exposure expected by this seemingly non-threatening event receive the same level of regard?

Monitoring the forecast is already a daily task performed by most car wash owners to check for the probability of rain or severe weather. Consider implementing a process that steps up that practice. Include a checklist of potential risks that might pose a bodily injury threat in response to certain weather conditions, like high winds.

The following are tips for protecting your car wash against high winds:

• Be sure that all doors are equipped with a permanent stop devices. These prevent the door from being caught by a heavy wind gust and swinging uncontrollably into unsuspecting customers or employees.
• Consider a second means of exiting the car wash as an option for when winds are extreme. Always the door that is more susceptible to being caught by sudden gusts.
• Regularly check the hydraulics on the door hinge to ensure the safe opening of the door.
• Properly close and secure all umbrellas in preparation for high wind conditions.
• Clear any debris, no matter how small, from your property before inclement weather strikes. Flying objects can be lethal.
• Secure your vacuum hoses and other loose pieces of equipment.
• All employees should be trained to know that wind can affect their hearing capabilities. Be prepared to compensate for warnings and directional comments that might be more difficult to communicate.
• Double check tree branches and shrubbery for damaged or rotten pieces that may be dislodged by high winds.
• Remind employees to be on the lookout for car doors that may be caught in a wind gust or open farther than expected. This will help avoid other drivers colliding with an open door or causing an uncontrolled impact with someone inadvertently walking by.
• Be sure all signs, both permanent and temporary, are properly secured.
• After the severe wind passes, take the time to thoroughly inspect the property to ensure nothing appears loose or is hanging freely.
• Be sure any awnings or over hanging structures are secured.

I’m sure that without much effort, you can think of several other ideas that aren’t listed above. Risk management all starts with the right mind set and accepting the unending challenge to establish a safe environment for employees and customers! Put on your thinking cap today and stay ahead of the next possible disaster.

 

Remember a Safe Wash Protects People and Profits!!

The Incident Report Rules!

Everyone in the Car Wash Industry can agree that customer satisfaction is paramount to building a successful business. Most would also tell you that vehicle damage and customer injuries are common risks that can occur at any moment. Part of the risk management plan at your wash involves preventing losses before they happen, but it is also essential to have processes in place to respond when a loss does occur. If your employees can react to an incident with an efficient resolution, you can actually increase your customer satisfaction and further cement their brand loyalty.

The following suggestions should provide some important guidance in meeting this challenge:

• Only trained employees should be permitted to respond to an incident at the wash. This means that there should be a designated individual assigned to this task along with at least one other person to act in their absence. The degree with which the accuracy of the information is collected is critical to mitigating the effects of the potential loss.
• In the event of an incident, there should be a written action plan (check list) in place outlining the necessary steps to take according to the type of claim encountered. Appropriate contact phone numbers need to be readily available.
• Customer contact on the suggested resolution should not exceed 24 hours. The faster the response time, the better chance you have to achieve a positive result.
• Every operation should have an incident document readily available. Keep a clipboard or electronic device in plain view.
• The incident form needs to be both simple and designed to gather the pertinent facts surrounding the claim.
• Make sure your process includes reviewing and cataloguing all video surveillance of the incident. Check out the McNeil & Co. Car Wash Safety Bulletin on video surveillance & storage for a refresher on what your wash should have: http://bit.ly/2zi80WM
• The document must be completed on every incident regardless if it is expected to be reported to your insurance company. This is especially important when the customer states they are okay or agree that the damage is their fault. No exceptions!
• Many claims surface days, weeks or months after they occur. Pictures, video surveillance & witness statements should be immediately collected and kept in a safe place where it can easily be accessed at a later date.
• Make the reports a part of your monthly safety meetings. They can be a great resource for you and the employees to learn.
• As difficult as it might be to turn away business, there should be some rules in place for turning away a vehicle not suitable for your car wash. Examples include issues with height, aftermarket parts, and significant prior damage, just to name a few.
• Keep in mind that your customer relies on your employees to be experts in determining the safety of caring for their vehicle. When they enter your tunnel with your approval, they believe that you have already assessed the dangers and ruled they are acceptable. This also holds true for while they are walking on your property. Your responsibility is to perform operations in a reasonable and prudent manner with regards to their safety.
• Don’t be afraid to “fire” a customer. Negative people breed more negativity in others. In the long run, you will experience better profitability by establishing this policy.
• Be firm in your position.

 

This is by no means an all-inclusive list, but would be a good start to managing on-site incidents and developing a greater degree of customer satisfaction. Although instituting this type of program might seem time consuming at first, the cost of not adapting a process will prove to be substantially worse. If you don’t have something in place now, don’t delay any longer!

Remember, a safe wash protects people and profits!

 

 

Awareness Can Save Life & Limb

Often times, the simplest things can be the most effective solutions to potential disasters.

Safety at your car wash can be greatly improved with a few basic tasks. It doesn’t have to be rocket science to make it work. For instance, how often do you hold safety meetings where the subject is how to improve the attentiveness of employees and visitors at the wash? The amount of incidents that occur as a result of employees not being tuned in to their surroundings is significant. So, ask yourselves, does this indicate that there is a lack of proper training? The following are some reminders that need to be reviewed regularly to ensure that your employees aren't overlooking these simple tasks:

• Employees need to be trained to recognize the common hazards associated with vehicles on the property
• Directional signage must be used wherever possible to avoid confusion while driving
• Apparatus, such as Stop-and-Go signals, may be used as long as they are not a distraction
• Enforce strict "no cellphone" rules for employees on the clock to avoid distraction
• All employees guiding cars onto the conveyor must be trained BEFORE they start
• Additional training is needed for employees performing any process on the exit of the tunnel, especially in regards to safe areas for specific tasks
• Keep distracting conversations around moving vehicles to a minimum
• Make sure employees are well rested and alert before performing tasks
• Take into account that stress plays a significant role in causing distractions on the job
• Implement and enforce rules for use of tablets associated with new POS systems
• Be sure the conveyor has an audible device that can be heard while it's activated
• Make sure newer employees are thoroughly trained on all job related tasks and associated risks before they begin their duties
• Have your employees create a list of distractions they see at the car wash and use your next safety meeting to discuss the causes and develop solutions to mitigate the risk

The primary purpose of these items is to help employees and customers remain aware of the activities going on around them at the car wash. Although the above list is by no means complete, adopting these practices can be a good start to creating a less distracting environment for everyone. Don't overlook the simple things at your next monthly safety meeting.

Remember, a safe wash protects people and profits!

Clarity Is Everything

Keys to Timely & Effective Claims Reporting

Recently, I received an email from one of our operators with a question he believed might be useful in my blog. The question addressed a situation that can happen at any wash with employees. In this situation, an employee took it upon himself, against company policy, to drop off a cash deposit on his way home. After leaving the bank, he was involved in a serious auto accident. The question: Would this be covered by workers’ compensation?

The debate on the answer to this question could go in a multitude of directions and would ultimately be decided by the workers compensation board. However, the situation itself raises more important issues than whether or not workers’ comp. would cover this incident. The following are some considerations that this scenario should provoke in response.

How should you proceed with a claim that is questionable? When an incident occurs it is imperative that it be reported as soon as PRACTICAL.  This applies to employee injuries that may fall under workers’ compensation, as well as customer injuries that may create medical or liability issues.  The legal climate and mandatory coverage provided vary greatly by State and there is often no universal answer to whether or not the Insurance Company should be responsible for payment and/or legal defense. This all can be open to interpretation and, too often, can contradict what you believe to be common sense reasoning. Making assumptions about how a claim will be resolved may put your company and assets at risk.

Here are a few points to keep in mind regarding timely and effective claims reporting:

• In an effective safety management plan it is best to report and file all claims. An incident may turn out to be an early indicator of an underlying condition that could lead to more serious injuries.
• Preserving evidence and gathering witness statements is most effective in the early stages of an incident. Not reporting these events may prejudice the rights of the insurance company and possibly negate coverage that might otherwise have been available.
• It is possible for a claim to involve fraud. Without knowledge of the incident, the company may be denied the opportunity to initiate specific procedures that are normally used to successfully fight these cases i.e. setting up surveillance or interviewing associates.
• In the case of a claim that might be considered a workers compensation loss, there are often severe penalties and/or fines associated with reporting a claim late. As mentioned earlier, this depends on your State.
• Insurance companies generally have a specialist that can work with an injured employee or customer and help mitigate the size of the claim. The sooner they are involved, the greater the potential impact.
• The insurance provider is often more qualified to do what is necessary to keep injuries from escalating into more serious conditions. For instance, a loss that starts out as a minor cut might turn into an infection that creates a larger complication, especially if the person is a diabetic.

This blog is not intended to suggest that the operator that approached me with this idea did anything inappropriate. It did cause me to pause and assess the circumstances beyond the specific example I was given.  The bottom line is that you pay a lot of money to buy insurance protection for your company. Using as many of their services and expertise as you can is just good business sense. I know that many owners and operators are concerned that too many reported claims will either jeopardize their renewal or significantly increase the cost. Sometimes there are better alternatives to managing claims than electing to accept responsibility with regard to what is covered by insurance by paying or denying a loss. For instance, it might be a better decision to participate in the costs of the loss by taking a larger deductible. Become actively involved with your insurance carriers loss prevention department and provide as much guidance as possible to the claims department specialists, keeping in mind that they often don’t know your business as well as you or your employees do. I believe, in the end, you will be better served by making these choices.

Remember: A Safe Wash Protects People and Profits!



OSHA Inspections - What You Should Know!

In most cases, an inspection by OSHA is unscheduled. The first thing to do when an inspector arrives unannounced is confirm their credentials. Be sure to copy their badge and call the local OSHA office to confirm. You even have the right to request that the OSHA compliance officer obtain an inspection warrant in order to perform the survey. However, it is possible that requesting a warrant can create an adversarial situation that can lead to a more stringent review process and cause more headaches for you and your employees.

Inspections can occur for the following reasons:

• Random selection
• Targeting specific industries where they suspect hazardous workplace conditions
• After a severe injury occurred on premise
• Worker allegations of hazardous conditions or violations
• Follow-up inspections to confirm hazardous conditions/violations have been abated
• Referral (Police, Fire Department, etc.)

The first part of the inspection is an opening consultation. They will review why they selected the workplace, how they are going to conduct the survey and what paperwork they will need to review. You should assign two employees of your wash to accompany the officer. One person should be intimately familiar with all facility operations and safety procedures, while the other should be an employee that can take notes and pictures of everything that the inspector points out. Consider using someone other than management. This might be a good method of giving non-management personnel a feeling of being an integral part of the safety protocols at the wash.

The next phase of the inspection is the walk around. Make sure that your employee assigned to the officer takes detailed notes in order to have as much information as possible when reviewing any violations written up. These details could help mitigate fines associated with violations.

The last aspect of the inspection is the closing conference. During this session, the compliance officer will outline his findings and discuss any citations and proposed penalties. This is your opportunity to provide any explanations or documentation to offset their findings. If there is evidence of OSHA Standards violations or if serious hazards are identified, they may issue citations and fines.

OSHA is required to send a written violation report, "Citation and Notification of Penalty", within six (6) months of the visit. The report will describe the following:

• The alleged OSHA Standard(s) violated (categorized as Willful, Serious, Other than Serious, Failure to Abate, or Repeated)
• Proposed penalties
• Deadline for correcting alleged hazards/violations

This Citation and Notification of Penalty Report MUST BE POSTED in a conspicuous area of the wash at all locations.
For violations categorized as ‘Serious’, OSHA has a practice of reducing penalties that pertain to small employers and those acting in good faith. This, however, would not apply to alleged ‘Willful’ violations.

The employer has the right to appeal. This appeal must be submitted within 15 working days, after receipt of the officer’s written citation report and submitted to the OSHA Area Director in writing.  Please note that this is the ONLY timeframe that you have to appeal. Once this timeframe elapses, you lose that right completely and your written citation becomes your final order.

Your penalty payment is also due within 15 working days after receipt of the officer’s written citation report.

Some of the most common violations that occur are:

• No written Hazard Communication Plan in place
• Lack of or improper use of PPE (Personal Protection Equipment)
• No written procedures for Lock Out Tag Out
• Insufficient eyewash stations
• Electrical (particularly in the equipment rooms)

Make sure to stay up to date on all OSHA regulations, not only for the safety of your employees, but for the efficiency and effectiveness of your business.

Refer to www.OSHA.gov for a list of required OSHA Standards.

Remember: A Safe Wash Protects People and Profits!



Bloodborne Pathogen Program

BLOODBORNE PATHOGEN PROGRAM

 

Imagine this scenario: At your car wash, an employee is cleaning the industrial vacuums while another is detailing the interior of a vehicle. One receives a cut from a needle, or some other sharp object, causing the other to rush to their aid. Are the injured worker and the person coming to their aid aware of the procedures in place to protect them from contracting an infectious disease? Are there even written procedures available? If not, your business is in violation of the OSHA standard for Bloodborne Pathogens 29 CRF 1910.1030.

Your wash’s documented procedures should establish a minimum set of rules to prevent exposure to bloodborne pathogens whenever an incident arises that may expose a worker to an unknown infection. They must also outline your company’s policy regarding who is authorized to respond to an incident where there might be exposure to a potentially infectious condition.

Bloodborne pathogens are defined as pathogenic microorganisms that are present in human blood and can cause disease. Two well-known examples are HIV and Hepatitis B. Bodily fluids are also included in this category since it is not always visibly possible to determine if there is the presence of contaminated blood.

OSHA requires that employers provide a written policy, acting as a communication of hazards, to every employee. Here are a few guidelines regarding the process:

• Provide the policy when an employee first begins their job
• Update the procedures whenever changes occur
• Provide the written policy annually
• Write the policy in terms and languages appropriate for comprehension from all employees
• Make the Hepatitis B vaccine, as well as any appropriate medication associated with the disease, available to all employees. Include an option for any employee to opt out of this offer
• A free post-exposure evaluation must be offered to employees
• Perform a hazard assessment survey for the jobs where a bloodborne pathogen exposure may exist. Any PPE that is required as a result of this study must be made available to the employees. PPE must be usable and accessible to all employees. Make sure the equipment can be safely cleaned, or disposed of, and are replaced immediately when found to be unusable. Provide clear direction on how to safely dispose of any contaminated equipment and create a procedure to ensure the PPE has been properly removed from the site
• Include an exposure control plan
• Provide a specific training program
• Develop an acceptance and declination form for Hepatitis B vaccinations and keep a copy on file.

If this seems like an overwhelming task to implement, there are a few free programs out there that offer training and can be a big assist to developing what you need.  Don’t delay, add this to your safety plan now!

Remember: A Safe Wash Protects People and Profits!

Lockout/Tagout (LOTO)

Lockout/Tagout: Grim Consequences of Ignoring OSHA Standards

 

When it comes to working on car wash equipment at the wash, effective Lockout/Tagout (LOTO) procedures are crucial. Having these procedures in place not only complies with OSHA standards but, more importantly, can prevent serious injury or death.

For those of you that aren’t familiar with what a LOTO program is, review OSHA Subpart J, 29 CFR 1910.147 “The Control of Hazardous Energy.” This procedure establishes minimum standards for Lockout/Tagout at a facility. The goal of the program is the prevention of accidents caused by the unintentional energization of equipment or release of stored energy. An employee isolates an energy control device by applying a lock or tag to the device in the off, or safe, position, indicating that the control cannot be operated. Note that energy sources do not have to be electrical only. For instance, an air compressor would qualify as well.

The following are some headlines that provide real life examples of the consequences of not providing a proficient LOTO program at car wash locations:

• A Car Wash Attendant Dies When Pulled Into a Side Arm Rotating Brush in a Car Wash - 2016
• Jason’s Story: Electrocuted and Died in a Car Wash - 2014
• Teen’s Leg Gets Stuck in Carwash Equipment – 2014
• Car Wash Employee Gets Foot Caught in Conveyor - 2013
• Man Loses Leg Cleaning Wash - 2011

Having a LOTO plan in place does not automatically mean that your car wash has all the components for compliance. Some of the owners in the cases above felt that they had protected their employees by implementing a LOTO plan. However, after investigating the circumstances behind a few of these incidents, it was learned that you can sometimes comply with the letter of the law, but not the spirit of the law. Case in point: In the first incident listed above, the car wash was missing a written procedure for safely performing the task that lead to the death. The employee may still be alive if the owner had taken into account other aspects and intentions of the LOTO program. The development of an audit and inspection program as part of the LOTO plan would have pointed out, in writing, the potential dangers of the procedure being performed by this individual. It would have educated the employee on the dangers associated with the job he was doing and why shutting down the power was necessary.

 

I recently read a Grainger article outlining a “Best Practice 5-Step Plan” that I believe will help bolster a LOTO program. It’s not just about having the locks, tags, signage and good intentions. The 5 steps are:

1. Develop and document your energy control policy/program
2. Create and post written, equipment-specific lockout procedures
3. Identify and mark all energy control points
4. Train your employees, communicate and conduct periodic inspections
5. Equip your employees with the proper lockout tools and warning devices

It is important to note that the person who died in the first title above was performing a routine job. He was simply washing down the area around the conveyor where an excess amount of dirt and debris had accumulated. It was the process that killed this employee, not the actual hazard of this particular job!

It is human nature to take the position that we comply with regulations as well as anyone can be expected to. After all, we are responsible people doing the best we can to keep our employees safe. But, we also need to continue to question ourselves and keep an open mind to constantly evaluate if there is more we can do.  It is following the spirit of the laws that will truly keep our employees safe and alive.

Take another look at your LOTO program and decide if it will meet all the criteria necessary to protect your employees while working at the wash. If you don’t already have one in place, work with your insurance provider to get one. Do it today because tomorrow may be too late.

 

Remember: A Safe Wash Protects People and Profits!