Membership programs have become the backbone of many carwash businesses — but the real key to success lies in retention. In this episode of Professional Carwashing & Detailing’s Executive Spotlight, host Brian Ankney talks with industry expert John Booth about the metrics operators should be watching beyond membership counts. The discussion explores how churn rate and customer lifetime value reflect the true health of a carwash operation. Booth shares why consistent processes, employee training and detailed site inspections are critical for delivering the experience customers expect every time they visit. Operators who align their operational checklists with the customer journey — from entering the lot to exiting the wash — can reduce churn and strengthen long-term membership value.