💰SALES TRAINING PROCESSES

Scheduling

Sales Team Scheduling Responsibilities

Your Role as a Scheduler

As a member of the sales team, your job doesn’t stop at closing deals — it continues by making sure our technicians stay booked, efficient, and operating in the right areas. A full, well-planned schedule keeps everyone happy: customers are seen on time, techs are making money, and our company runs like a machine.

Important Note: You only get paid when a job is fulfilled — not just when it's booked. That means your income depends on maintaining a full and efficient schedule. Every empty slot is lost revenue.

Key Responsibilities:

Keep our calendar at least 3 weeks booked out at all times
Fill any gaps due to cancellations or unbooked days
Schedule jobs in line with each technician's availability and assigned service zones
Ensure we are maximizing travel efficiency by keeping jobs clustered when possible
Follow company scheduling policies to ensure:
- Techs work only within their scheduled hours
- We never send techs to areas they’re not assigned
- Customers are always served with punctuality and professionalism

What Not To Do:

Don't ignore a cancellation — every lost slot should be backfilled
Don't double-book techs or overload their schedule
Don’t assume availability — always check before rescheduling

Remember: A proactive sales rep is a powerful one. Own your schedule like it’s your paycheck — because it is.

Booking Through the Link

The Smartest Way to Book

The easiest way to ensure your bookings match technician availability and service zones is to use the customer booking link: book.that1detailer.com

Why it works:

Only shows availability that aligns with tech schedules
Automatically filters by service area
Helps prevent errors and overbooking

If you prefer to book directly in the backend of Fieldd, you can — but we strongly encourage using the link first to lock in clean, accurate jobs.

You can always go into Fieldd and make custom adjustments after the job is booked.

Reminder: Booking clean = fewer mistakes, happier techs, and fewer reschedules. Start with the link.

Jobsite Requirements

Booking with the Jobsite in Mind

It’s not enough to just book the job — you’re also responsible for making sure it can be completed.

Every scheduled job must have:

Access to water and power
A suitable workspace (driveway, garage, or other approved flat area)

If the job is located in a parking complex, apartment building, or any property with shared access:

You must obtain written permission from the property manager
Include that documentation in the booking notes

Missing this information is on you. If a tech arrives and cannot complete the job due to poor access, you may be held financially responsible, and the technician’s compensation may be withheld from your paycheck.

Why It Matters: The customer experience starts with you. If we show up and can’t get to work, it makes us look unprofessional and wastes time for everyone — especially your techs.

Make it easy to win. Confirm every jobsite is ready before it hits the calendar.

Calendar Visibility in Fieldd

Using Filters to Stay in Control

Keeping visibility over the calendar is a major part of owning your schedule. At the start and end of each day — or any time things shift — check Fieldd to ensure the schedule is:

Full and optimized
Aligned with tech availability
Free of accidental zone or timing errors

Use its filters and tools to:

View technician availability
Filter by location, technician, service type, and date
Identify open time slots quickly
Reassign jobs during cancellations

This quick scan helps you catch gaps, avoid conflicts, and keep the whole machine running smoothly.

Why Filters Matter:

Filtering by location is essential to ensure you’re viewing the right availability for your customer’s service address. The calendar can get gunked up when you're viewing all regions at once, making it easy to miss availability or make mistakes. Always narrow down to the relevant area so you can see the full picture clearly.

Filtering by technician helps you double-check availability before assigning or moving a job. It ensures you don’t book someone outside their hours or zone — or worse, create a surprise for someone mid-shift.

These filters are your best friend when keeping things clean, accurate, and respectful of tech availability and zone alignment.

Your Mission: Own your pipeline AND your calendar. A strong closer knows how to keep the schedule tight — that’s how we grow.

Current Technician Schedules

Know Who’s Working When

Before you schedule anything, make sure you’re looking at the most up-to-date schedule for each tech. This includes:

Days off or planned time off
Who’s working solo vs who’s training
Which team members are in which city
New hires still in training (who should not be booked solo yet)

Weekly Technician Schedule (Quick Reference Table):

Region

Technician

Schedule

Start Time

Oahu

Tyler

Mon–Thurs

9 AM

Oahu

Nicholas

Tues, Wed, Fri, Sat

9 AM

Oahu

Sutton

Tues–Thurs, Sat

8 AM

Oahu

Jordan

Tues–Sat

8 AM

Oahu

Vince

Wed–Sun

8 AM

Maui

Noah

Wed–Sun

8 AM

Texas

Ben

Tues–Sat

9 AM

Texas

Brandon

Tues–Sat

9 AM

Texas

Ethan

Wed–Sun

9 AM

Texas

Zachary

Wed–Sun

9 AM

Texas

Alan

Wed–Sun

9 AM

Sales reps are expected to memorize their techs’ schedules — knowing who works when and where is part of your role. The more familiar you are with your team's hours, the faster and more accurately you can book jobs without confusion or delays.

Important Note: Technician schedules are consistent unless a time-off request has been submitted and approved. If the live schedule in Fieldd shows open days or changes that don’t match this standard schedule, you must confirm with the GM or technician before booking. Any exceptions will always be pre-approved and reflected on the schedule — your job is to double-check before assuming anything has changed.

Tip: Double-check at the start and end of each day to confirm no last minute openings on your schedule

The Smartest Way to Book

The easiest way to ensure your bookings match technician availability and service zones is to use the customer booking link: book.that1detailer.com

Service Areas

Know Your Zones

Each technician is assigned to specific areas. Booking outside of these zones leads to longer travel times, frustrated techs, and sometimes missed jobs.

Why It Matters: Honoring a technician's assigned service zone is a matter of respect. If we want our techs to show up as A-Players, we need to treat them like A-Players. Booking them outside their zone creates stress, hurts their earnings, and undermines trust.

It’s easy to create friction between sales and field ops if we don’t show appreciation for their time and efficiency. What takes you a few clicks can completely throw off their entire day. Remember: keeping your techs happy keeps your schedule alive.

Scheduling Rule: Do not schedule a tech outside their assigned zone unless you have manager approval. Always check the map and follow protocol.

The Smartest Way to Book

The easiest way to ensure your bookings match technician availability and service zones is to use the customer booking link: book.that1detailer.com

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FIELD STAFF INVENTORY MANAGEMENT GEAR CHEMICAL AND UNIFORM

Initial Setup, Standards, & Expectations

What to Expect — Your Setup, Your Responsibility

Online Orders — Amazon & Home Depot

Before you complete your first job, you’ll be fully equipped with the tools, chemicals, and uniform that make That 1 Detailer look and feel professional. But from day one,

this becomes your system to maintain.

We don’t just hand you some tools and send you out. We give you a proven, dialed-in system — the exact same setup used by every successful technician at That 1 Detailer.

But here’s the catch:

you’re in charge of making sure you’re fully set up.

Your gear and chemical setup will come together in

three phases

Online orders (Amazon + Home Depot)

In-person polisher pickup (Harbor Freight)

Final handoff and setup meeting with your manager

You are responsible

for:

Verifying every item against the Gear Checklist

Organizing your van for efficiency and professionalism

Reporting any missing items right away

Confirming completion with your

Success Manager

before your first job

This is your mobile shop. We expect you to treat it like a business.

If you show up missing gear or out of chemicals, that’s not a company failure — that’s a you problem.

Once you’re onboarded, we’ll place two online orders to cover most of your gear:

Amazon Order

– includes detailing tools, accessories, and applicators

Home Depot Order

– includes power cords, buckets, tables, and large equipment

Gear Checklist: Home Depot

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Husky 50 ft. Extension Cord

– Qty: 1

ECOLAB 32 oz. Spray Bottles

– Qty: 10

Everbilt 10x10 ft. Pop-Up Tent

– Qty: 1

Gorilla Ladders Work Platform

– Qty: 1

HDX 17 Gal. Storage Tote (Black/Yellow Lid)

– Qty: 1

Husky Handyman’s Tool Belt Pouch

– Qty: 1

Homer 5 Gal. Orange Buckets

– Qty: 3

Lifetime Folding Table (4 ft. Adjustable)

– Qty: 1

RYOBI 1800 PSI Pressure Washer

– Qty: 1

Gear Checklist: Amazon

7-Piece Wheel Brush Kit

– Qty: 1

YITAHOME Mechanic Stool with Wheels

– Qty: 1

SPTA 6.5” Buffing Pad Set (7pc)

– Qty: 1

YAMATIC 25ft Pressure Washer Hose

– Qty: 1

DOTINGHUX 2 oz. Measuring Cup

– Qty: 1

Norpro Funnel Set (3pc)

– Qty: 1

Mesh XL Laundry Bag (Black)

– Qty: 1

ScotchBlue Painter’s Tape (6 rolls)

– Qty: 1

KN95 Masks (50 pack)

– Qty: 1

10.

TOOLCY Short Pressure Washer Gun

– Qty: 1

11.

50 ft. Garden Hose (Kink-Free)

– Qty: 1

12.

SPTA Grit Guard Insert (1pc)

– Qty: 1

13.

Eastman Teflon Pipe Thread Tape

– Qty: 1

14.

Fasmov Foam Cannon

– Qty: 1

15.

Pittstop 24x35” Drying Towel

– Qty: 1

16.

AIDEA Microfiber Wash Mitts (2-pack)

– Qty: 1

17.

Autofiber Ceramic Coating Applicator Sponges (12-pack)

– Qty: 2

18.

Unlorspy Tire Dressing Pads (12-pack)

– Qty: 1

19.

NIKCOSMK Wheel Brush Kit (3pc)

– Qty: 1

20.

ForPro Disposable Nitrile Gloves (100ct)

– Qty: 1

21.

Clay Bar Kit with Lubricant Tablets (8 bars)

– Qty: 3

22.

Steel Wool Pads #0000 (12-pack)

– Qty: 1

23.

Micro Detail Sanding Kit (70 pieces)

– Qty: 1

As your gear arrives:

Open all boxes

Use the

Gear Checklist below

to verify you’ve received everything

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Polisher Pickup — Your One Required Purchase (To BeReimbursed)

Begin

organizing your van or field kit

— layout matters, your manager will help with this as well

If anything is missing or damaged,

notify your manager immediately

There’s one essential tool we don’t order for you — your

polisher

This tool is the backbone of your correction work. Every tech at That 1 Detailer uses the

same exact model

, and you’re responsible for getting yours directly from

Harbor Freight

What to Buy:

HERCULES 8 Amp, 6 in. Forced-Rotation Dual-Action Polisher

2-Year In-Store Replacement Warranty

(this part is required)

Why You’re Purchasing This Yourself

Here’s the deal:

Harbor Freight’s warranty policy only allows the original purchaser to exchange the tool.

If we bought it for you,

you couldn’t swap it out when it breaks.

By purchasing it yourself,

you can walk into any Harbor Freight and get a replacement immediately

— no delays, no questions asked.

This keeps you on schedule and saves you from losing income while waiting for replacements.

Reimbursement Instructions

You’ll be

fully reimbursed

for this purchase. Just follow these steps:

Save your receipt

Take a photo

of the tool (either in packaging or in use)

Submit both

in Slack with a note like:

“Picked up Hercules polisher + 2-year warranty today. Receipt attached.”

If the upfront cost is an issue, talk to your

manager before purchasing

— we can assist.

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Manager Coordination — Chemicals, Uniform, Final Setup

Don’t buy a different polisher — even if it looks “better” or “cheaper”

Don’t skip the warranty

Don’t delay — get this done before you’re scheduled for any ceramic or polish jobs

Wrap-Up

This is the only tool we ask you to buy yourself — because it protects your time, your earnings, and your ability to deliver top-tier results.

Once your online orders have arrived and your polisher is purchased, your final step is meeting with your

manager

to get fully dialed in.

This is where everything comes together.

Your manager will personally help you complete your setup —

chemicals, uniform, and gear layout

— to ensure you're ready to hit your first job with confidence.

Your Manager Will:

Set You Up with Chemicals

You’ll receive your

full chemical kit

, including:

Pre-filled spray bottles

Concentrated refills

Dilution and usage guidance (if needed)

Your manager will make sure you understand:

How to store chemicals securely

How to label everything properly

What’s used when and why

This is your base supply — you'll be expected to maintain and restock it going forward.

Issue Your Uniform Package

You’ll be given:

3 branded polos

1 snapback

1 bucket hat

Try everything on to confirm sizing.

Uniforms must be clean, tucked in, and worn with pride

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Help You Finalize Your Setup

This isn’t just about handing you supplies — your manager will help you:

Walk through the full

Gear Checklist

Identify any missing tools

Set up your van or vehicle

for efficient daily use

They’ll show you how to organize your gear so you can move fast, stay clean, and leave a strong first impression on customers.

We expect clean towel stacks, wrapped cords, secured chemicals, and a professional mobile shop — even in a personal vehicle.

Towels & Microfibers

Ask your manager if microfiber towels are available in storage.

If not, you’ll need to purchase your own (these are usually

not reimbursed

Best options for bulk towels:

Costco

Walmart

Sam’s Club

AutoZone

When Your Setup Is Ready

Once you’ve got:

All gear received and organized

Polisher in hand (with warranty)

Chemical kit stocked and labeled

Uniform issued and tried on

Vehicle setup reviewed

You must:

Confirm with your

Success Manager in Slack

Post photos of your setup if requested

Be ready to shadow or start solo jobs

Your setup is your first step toward success. Get it right now, and you’ll never be scrambling later.

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Approved Products Only

We’ve built a proven, repeatable system around

specific products and tools

— not just to make your life easier, but to protect the customer’s vehicle, your time, and the company’s brand.

This is non-negotiable.

You Cannot Use Your Own Chemicals or Polisher

Here’s what’s

strictly prohibited

Using your own chemicals

Swapping out our polisher for a personal one

Letting customers supply their own products

“Testing” new chemical brands or off-the-shelf substitutes

These rules exist to prevent:

Inconsistent results

Surface damage

Safety hazards

Warranty conflicts

Costly redos or customer complaints

If damage occurs because you used an unapproved product or polisher, you are personally responsible.

This includes reimbursing the customer or covering repair costs.

What You

Can

Customize

You’re allowed to

choose your preferred brand

for tools we’ve approved — such as:

Vacuum nozzles

Extension cords

Brush types

Tool belts or buckets

Towels (as long as they’re high-quality microfiber)

BUT — you

cannot introduce new tool types

that we don’t use in our workflow, such as:

Rotary polishers

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Ownership Mindset

Sandpaper

Any tools not outlined in the standard gear list

If you’re unsure whether something’s allowed:

Ask your manager or Success team before using it.

Chemical Handling Reminders

Even with approved chemicals, you must:

Label every bottle

— no exceptions

Follow proper dilution ratios

Keep chemicals sealed, stored upright, and away from heat

Sloppy handling can result in:

Chemical burns or slip hazards

Etching or surface damage

Mixed products that no longer perform as expected

Summary: Stick to the System

The rules are simple

Only use issued or approved chemicals

Only use the standard polisher model

Only use tools we’ve trained you on

Don’t introduce anything new unless it’s explicitly approved

And if something breaks because you broke the system?

It’s on you.

Once your setup is complete, it’s yours to manage.

We don’t babysit gear. We expect you to run your setup like it’s your own business — because it is.

From this point forward,

you are fully responsible

for keeping your gear clean, organized, and stocked at all times.

Restocking Responsibilities

Every tech is expected to:

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Check chemical levels daily

Maintain a clean set of labeled bottles

Keep enough towels, sprayers, and accessories for multiple jobs

Refill or replace items

before they run out

You are not allowed to show up to a job underprepared.

If you forget to restock:

You’ll delay the customer

You may have to reschedule unpaid

You’ll risk negative reviews, lost tips, and team trust

Reimbursement Policy

We’ll cover most gear replacements — but only if you follow the rules.

Here’s how it works:

Use the

Gear Reimbursement Schedule

(lists price caps & frequency)

Buy only pre-approved items or equivalents (Amazon, Home Depot, Harbor Freight, AutoZone, etc.)

Save your

receipt

Take a

photo of the old/broken item (when applicable)

Post in Slack with a short message (Ex: “Replacing foam sprayer — see attached receipt/photo”)

No receipt = no reimbursement.

The Ownership Mindset

Every detailer who thrives here treats their kit like a rolling shop:

They never blame a broken bottle — they fix it and move on

They don’t make excuses about missing chemicals — they restock the night before

They never let the customer see panic or disorganization

That’s what A-Players do.

Accountability Reminder

If you break or lose tools repeatedly, or show a pattern of poor upkeep:

Reimbursements may be denied

Job assignments may be reduced

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Uniform Standards

What We Provide

In severe cases, it may affect your standing on the team

Wrap-Up

You’ve now received, built, and organized your full field setup.

It’s not just your gear — it’s your responsibility.

From here on out:

Maintain it

Protect it

Run it like you’re the boss

Because when you do, you’ll start earning like one.

We don’t just give you tools — we give you the full package to show up looking like a pro. Your uniform is part of the brand. It signals trust, professionalism, and pride in your work before you ever speak a word.

We keep it simple, sharp, and consistent across every location.

Here’s What You’ll Receive

Every technician is issued the following:

3x branded polos

Moisture-wicking, clean-cut, and comfortable

Company logo and consistent color scheme

1x bucket hat

Lightweight, sun-protective, ideal for ceramic coating jobs or long sun exposure

1x snapback hat

Structured and sharp — perfect for jobs where full sun coverage isn’t needed

1x company ID badge

Must be worn

every day

on-site

Helps customers identify you and builds trust when you arrive

When You’ll Get It

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What You Must Provide

You’ll receive your full uniform during your

final setup handoff with your manager

(see Topic 1, Step 4).

Try on all items to confirm sizing

If anything is missing or doesn’t fit, notify your manager immediately

These are issued once — replacements are limited and may require approval

Your uniform isn’t a suggestion. It’s part of the customer experience — and part of what separates you from every other guy with a pressure washer.

We handle the branded essentials. You handle the foundation.

You’re responsible for showing up with the rest of your uniform — clean, tucked, and ready to go. These pieces keep the look sharp and consistent across every technician on the team.

Required Personal Uniform Items

You must provide and wear the following

every day

Chino Shorts (Flat-Front Cotton)

Must be

clean, neutral-colored

, and

flat-front

No cargo shorts, athletic shorts, or denim

Should hit above the knee —

not too long, not too short

Think business casual, not beach day

Black Belt

Required with shorts

every day

Polos must be tucked in so the belt is visible

Adds to the sharp, intentional look of your uniform

Closed-Toe Work Shoes

Must be in

basic colors

: black, grey, or white

Clean, supportive, and safe for standing all day

No Crocs, slides, sandals, or bright/stylized sneakers

If your shoes are muddy, falling apart, or look unprofessional, you’ll be sent home to change — unpaid.

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Daily Dress Code Expectations

Why These Items Matter

They maintain

professional consistency

across every market

They help customers trust that you’re

part of a real business

, not just a gig worker

They keep you safe, especially around water, power tools, and chemicals

When one person slacks on the uniform, it reflects on the entire team.

Be the one who shows up ready — polished, intentional, and proud to represent That 1 Detailer.

Your uniform isn’t just about looking good — it’s about showing up sharp, prepared, and professional. Every customer sees it. Every teammate counts on it. This step outlines what’s expected from you, every single day.

What You Must Wear Daily

That 1 Detailer branded polo

— clean and tucked in

Neutral chino shorts

with a

black belt

Closed-toe shoes

(black, white, or grey)

Branded badge

worn and visible on your person

Optional hat

(snapback or bucket) — if no hat, hair must be neat and presentable

Uniform Photo Requirement

Every job starts with:

Before photos of the vehicle

A selfie in your full uniform

That daily selfie confirms you’re in compliance and sets the tone for professionalism. It also protects you if there's ever a question about job conditions or customer interaction.

What’s Not Allowed

Crocs, sandals, or flashy shoes

Athletic or denim shorts

Wrinkled, dirty, or untucked polos

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What Happens If You’re Out of Uniform

Branded gear from other companies

Long, unkempt hair without a hat

Missing belt or badge

Why It Matters

Your appearance tells the customer everything about your attention to detail — before you even touch the car.

Uniform compliance shows:

You

respect the brand

You’re

committed to excellence

You

care about the customer’s impression

A-Players dress like pros.

Your gear is your armor. Wear it with intention — every single shift.

Wearing the correct uniform shows pride in your work, builds trust with the customer, and keeps our brand consistent across every location.

If You’re Out of Uniform

Since we verify uniforms via an

end-of-day photo review

, we won’t catch violations in real-time — but we will follow up.

Here’s how it works:

If your photo shows a uniform issue,

you’ll receive direct outreach

It will be logged as a

documented strike

Multiple uniform strikes = grounds for termination

No Exceptions

This includes:

Wearing unapproved clothing, shoes, or hats

Not wearing your badge

Messy appearance (untidy hair, stained clothes, etc.)

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Chemical System & Handling

Safety & Handling Protocols

Why It Matters

Customers judge our professionalism in seconds.

If you look sloppy, they assume the work will be sloppy — and that hurts everyone.

Show up like a pro.

You’ll earn trust before you even start the job.

Safety isn’t optional — it’s the baseline.

We work with powerful chemicals that can damage skin, surfaces, or equipment if misused. Every technician must treat chemical handling like it’s a professional responsibility — because it is.

PPE = Required

Before handling

any

chemical:

Wear gloves — always

Use eye protection when pouring or spraying

Ensure you’re in a ventilated area, especially when using acids or solvents

If you're working in a confined or enclosed space (garage, windy day with drift), take extra precautions. Never spray near people, pets, or open food.

What to Do in an Emergency

If any chemical gets in your eyes or on your skin:

Rinse immediately with cool water for at least 15 minutes

Notify your FTO or manager

If irritation continues, seek medical attention

Always know where your water source is

before

you start working.

Acid Handling

Acids are only to be used:

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By trained techs

On designated surfaces

With full PPE (gloves + ventilation)

Never

spray acid on:

Trim

Hot paint

Untested wheels

Glass or plastic

And absolutely never mix acid with other chemicals — it can release toxic fumes.

Label Everything

If a bottle is not labeled, do not use it. Period.

Every spray bottle must include:

Chemical name

Dilution ratio

Date mixed

Your initials

Unlabeled bottles are a major liability — both to you and the customer.

Onboarding Rule: Keep Your Gallon Jugs

When you join the team, you'll receive a 1-gallon manufacturer container of each chemical you’ll be using.

Do not throw these away.

Why?

They’ll be

refilled

from the warehouse or restocking facility

They provide a clear reference for

proper use, warnings, and dilution

They help prevent cross-contamination or chemical confusion

Keep them clean, sealed, and stored safely.

Transporting Chemicals

In your vehicle:

Bottles must be upright and sealed

No leaking caps or damaged sprayers

Avoid storing under direct sun or heat

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The Full Chemical List – Categories & Use Cases

You’re responsible for keeping your chemical kit secure and safe at all times.

Wrap-Up Reminder

Safety isn’t just about rules. It’s about protecting you, your customers, and the brand.

Respect the chemicals. Master the basics. And don’t take shortcuts — ever.

Know your chemicals. Master the job.

At That 1 Detailer, we don’t allow guesswork. Every chemical in your kit serves a purpose — and using the wrong one (or using it wrong) can cost time, damage surfaces, or hurt someone.

This guide breaks down each category of chemical you’ll use during ceramic coating jobs.

Brand names may vary by location, but the responsibilities stay the same.

1. Pre-Wash & Decontamination

These chemicals prepare the surface for correction and coating.

Foam Soap (Also Used as Clay Lube)

Loosens dirt and road film during pre-wash

Applied via foam cannon or bucket

Also used as clay lubrication

— no need for separate lube

All-Purpose Cleaner (APC)

Used for tires, jambs, wheel wells, engines, and plastics

May be diluted depending on use

Rinse thoroughly — do not let dry on paint

Iron Remover

Breaks down embedded metal particles in paint or wheels

Use after wash, before clay

Strong odor — ventilate and protect your hands

Wheel & Tire Cleaner

Never acid-based

— safe for common finishes

Used with appropriate brushes

Rinse thoroughly and avoid letting it dry on the surface

Bug / Tar Remover (if used)

Spot-treatment only

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Never use on hot surfaces

Always follow with a rinse

2. Paint Prep & Polish Support

These products prepare the surface for coating and improve clarity.

Panel Wipe / IPA

Removes polishing oils before coating

Ensures proper bonding

Use with a clean microfiber — avoid oversaturation

Polish / Compound (1-Step or 2-Step)

1-step = light cutting and finishing in one

2-step = heavy compound followed by fine polish

Used with different pad types depending on severity of defects

Pad Cleaner

Keeps pads from becoming overloaded

Helps avoid holograms, smearing, or uneven polish

Must be available for all polish jobs

3. Coating Products

These chemicals provide long-term protection. We use one coating across most surfaces.

MACH-10 Ceramic Coating

Used on paint, trim, plastic, metal, and glass

Applied with a block + suede or microfiber

Level once rainbowing or hazing appears — no separate “post-wipe”

Flash time varies with heat and humidity — follow training

Tire Shine

Used after final rinse and dry

Apply evenly with a tire applicator

Let dry before vehicle moves to avoid sling

4. Post-Job Finishers & Maintenance

These products help you deliver that “wow” finish and support long-term care.

Detail Spray / Final Wipe

Used for post-job fingerprints or smudges

Never apply on freshly coated panels during cure window

Use separate towel — not the one used for coating removal

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Dilution and Mixing Best Practices

Used on interior/exterior glass

Streak-free application with designated glass towels

Never reuse towels used for coatings or tire dressing

Maintenance Spray

Adds slickness and hydrophobic boost post-cure

May be offered as an upsell or provided to the customer

Only used after full cure period

(typically 5–7 days)

Reminder: Use Only Company-Supplied Chemicals

Technicians are

only allowed

to use the products issued by the company.

While the exact brands may vary by location,

personal chemicals or outside products are never allowed.

If it wasn’t issued by us — don’t use it.

Always:

Label every bottle correctly

Follow dilution and usage protocols

Ask your manager if you're unsure

Wrap-Up Reminder

Tools get the job done. Chemicals make the job

stick.

Own your kit. Know your system. Never guess — always ask.

Precision matters.

Using the wrong dilution can ruin surfaces, waste product, or even put you at risk. That’s why we expect every technician to mix with intention — and label with clarity.

This isn’t just about saving money. It’s about maintaining quality, safety, and trust on every single job.

What You Can Dilute

You’ll typically dilute:

All-purpose cleaners (APC)

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Wheel cleaners

Iron removers

Glass cleaners

Panel wipe (in rare cases, depending on climate)

Check your assigned product labels or ask your manager what the proper ratio is for each.

Label Everything

If a bottle is

not labeled

, it should not be in your kit. Period.

Every spray bottle must include:

Product name

Dilution ratio (example: 10:1 or 4:1)

Your initials

Date mixed

This isn’t optional — this is a basic safety and quality requirement.

Unlabeled = untrusted.

General Mixing Guidelines

DO:

Use manufacturer jugs for reference

Add water

before

the chemical unless otherwise stated

Use a clean, designated measuring container

Wear gloves and goggles during mixing

Mix in a ventilated area away from direct sun

DON’T:

Mix hot water with volatile chemicals

“Eyeball” the ratio

Mix different brands or formulas together

Use unmarked, unlabeled, or dirty bottles

Reuse coating bottles for other chemicals

1-Gallon Containers — Your Permanent Reference

During onboarding, you’ll receive a 1-gallon container of each chemical you’re authorized to use.

Do not throw these away.

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Restocking and Storage

They:

Contain dilution instructions

Are used for refills from the warehouse

Help avoid cross-contamination and confusion

Serve as the final word if there’s any doubt

Keep these containers clean, sealed, and safely stored.

Wrap-Up Reminder

Great detailers don’t just know how to use chemicals.

They know how to mix, label, and store them with confidence.

Follow protocol. Respect your kit. And when in doubt — ask before you pour.

No chemicals = no job.

You’re expected to maintain your own chemical inventory — just like your tools.

If you run out mid-job, it’s not a surprise… it’s a

failure to prepare.

Your Responsibilities

Every technician is responsible for:

Monitoring their chemical levels daily

Labeling and storing every product properly

Submitting restock requests before product runs out

Keeping your vehicle setup clean, upright, and organized

Don’t wait for someone else to check your bottles. This is on you.

How to Restock

Each market may have a slightly different restocking system. In most cases:

Submit a restock request to your manager, dispatcher, or inventory lead

Give

at least 48 hours’ notice

Include the product name, how much you need, and any urgency

Restocks are issued in bulk or refill format from a designated location (warehouse or storage unit)

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Limitations and Exceptions

If your kit is consistently low or disorganized,

you may be pulled from jobs

until it's corrected.

Storage Rules

DO:

Store bottles upright with caps fully closed

Use spill-proof trays or bins to separate product types

Keep acids and solvents separate from towels and pads

Protect chemicals from direct sunlight or extreme heat

Check for leaks, crusted sprayers, and faded labels weekly

DON’T:

Toss chemicals loosely in the trunk or back seat

Leave bottles rolling around or laying flat

Store unlabeled bottles

Assume someone else will refill or clean your setup

Cleanliness = Professionalism

A customer may never see your chemical bin… but

you will feel it every day.

If your setup is:

Sticky

Crusty

Missing labels

Smells like an open jug of acid

…that’s a sign of carelessness.

Clean kit, clean job, clean mindset. It’s all connected.

Wrap-Up Reminder

Gear gets attention — but chemicals close the deal.

Stay stocked. Stay organized.

You can’t deliver world-class results if you’re running on fumes.

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Not all chemicals belong everywhere.

Even the best products have limits. Your job is to know when to hold back, ask questions, or switch strategies.

Using the wrong chemical — or using the right one at the wrong time — can ruin paint, trim, or trust.

Common Situations to Watch For

1. Windy days or indoor jobs

Overspray becomes a hazard — cover nearby cars, don’t spray chemicals near open windows

Be mindful of atomized products (e.g., iron remover) drifting onto unintended surfaces

2. Driveways & pavers

Some cleaners (especially APCs or iron remover) can stain porous surfaces

Always rinse driveways thoroughly after use

Never leave chemicals puddling on decorative concrete

3. Trim, emblems, and unpainted plastics

Acid and high-pH products can discolor trim instantly

Always foam or rinse around emblems and plastics first

If unsure, tape off or avoid altogether

4. Hot surfaces

Never apply chemicals, especially acid, to hot panels

Heat accelerates flash, etching, and damage

Always cool the surface before applying anything strong

5. Sensitive paint or unknown surfaces

Some repainted or older vehicles have compromised clear coat

If the panel feels soft or unstable, spot test

When in doubt — skip it and escalate to your manager

The “If You’re Not Sure” Rule

Simple:

If you’re not 100% sure what a chemical will do —

don’t use it.

Instead:

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Gear Ownership, Organization & Reimbursement

Clean, Organized, and Professional — Your Gear Standards

Ask your FTO or manager

Reference the label on the 1-gallon jug

Slack the ops team before proceeding

Document it in the job notes for visibility

We’d rather have a delayed job than a damaged vehicle.

What to Say to the Customer

Sometimes, playing it safe means not using a certain product or skipping a section.

If asked:

“To protect your vehicle, we avoid certain products on sensitive areas. It’s part of our promise to never take risks with your car.”

Professional. Clear. Reassuring.

Final Wrap-Up

Great techs aren’t defined by what they spray — but by what they

choose not to.

Know your limits. Know your surfaces. And never trade speed for safety.

Why This Matters

Your gear isn’t just “tools of the trade” — it’s part of your brand. Clean, organized tools make you look like a pro, help jobs go smoother, and show customers they’re in good hands. When you take pride in your setup, customers trust you more, jobs go faster, and tip potential skyrockets.

Your Daily Gear Responsibilities

Wipe down your tools at the end of each job

Empty and clean your buckets, foam cannon, and microfiber bin

Refill any chemicals running low (see Chemical Refill System in Topic 3)

Keep cords, hoses, and tools neatly packed — no tangled messes

Organize your gear station the same way every day so nothing gets forgotten

Wash your dirty towels and mitts

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Keeping Your Vehicle Work-Ready

Weekly Deep Clean

Once a week, you should:

Scrub down your bottles and buckets

Clean your polisher vents and inspect the cord

Clean your mechanic stool, work platform, and any storage bins

Transport & Storage Expectations

Keep gear in bins, totes, or a secure layout in your vehicle

not

leave chemicals exposed to direct sun — especially coating

Protect electronics (polisher, pressure washer, foam cannon) from water damage

Any customer-facing tools (pressure gun, mitts, towels) should always be spotless

If You Lose, Damage, or Misuse Gear

You are responsible for maintaining your tools in usable condition

Lost or heavily damaged gear due to neglect may not be reimbursed

Misuse or unauthorized tools (e.g., using a rotary buffer instead of DA) can result in damages being charged to you

We do spot checks — repeat issues may result in write-ups or removal from the team

When your gear is dialed, your confidence shows. Customers notice — and so do we.

Your Vehicle = Your Mobile Shop

Your setup is more than just a trunk full of gear — it’s your mobile detailing bay.

Customers don’t see the trunk as "your space" — they see it as

our brand

. That means:

No trash

No loose tools

No chemical leaks

No cluttered chaos

Whether it’s the back of a hatchback or the bed of a truck, your layout should be

efficient, presentable, and protected.

Use the System We Helped You Build

During your onboarding, your manager walked you through the best way to organize

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your gear. Use that layout.

Buckets, towels, tools, and chemicals each have a spot for a reason:

It makes setup and cleanup lightning fast

It protects your gear from damage

It ensures nothing gets left behind or leaks in your car

If something isn’t working for you, communicate. Don’t just wing it.

Chemical Storage: Keep it Clean & Labeled

Wipe down all bottles after use

Keep labels legible — if it’s unreadable, replace it

Store them upright and secure to prevent leaks

You’re welcome to use a milk crate, storage bin, or belt pouch — whatever keeps things locked in and spill-free.

Daily Expectations

Each day, we expect:

A tidy, photo-ready setup

Your gear in order before the first photo is taken

No food wrappers, personal junk, or random trash in the vehicle

What Not To Do

Don’t toss tools randomly in the trunk

Don’t leave used towels or applicators in your bins

Don’t let your polishers bounce around unprotected

These things lead to broken gear, longer jobs, and customer complaints.

Be the Tech That Shows Up Ready

This isn’t about being neat for neat’s sake.

This is about building trust from the second you arrive.

A well-packed vehicle is a signal to the customer:

“I care about my work. I care about your car.”

That’s how you win.

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Tool Reimbursement Guide

Taking care of your tools isn’t optional — it’s essential. Well-maintained gear means faster work, cleaner results, and fewer headaches. This policy ensures every technician knows what’s expected and how to replace tools when needed.

Tool Ownership

Whether we hand you the tool directly

or reimburse you for one you bought

, the rule is the same:

The tool belongs to the company.

We cover the cost so you can do your job right — but we expect you to:

Keep tools in good condition

Return damaged tools when requesting replacements

Return all tools

if your work ends with That 1 Detailer

If you don’t return a company tool at the end of your time with us, the replacement value

will be deducted from your final paycheck.

Only exception? Tools you purchased out of pocket

without

reimbursement — those are yours to keep.

As tools wear out or break down over time, you’ll be eligible to replace them — and we’ll reimburse you, as long as the replacement falls within our approved categories and timelines.

To qualify for reimbursement, you must:

Buy an approved tool type

Submit a

receipt

Stay within the allowed

replacement frequency

(see table below)

You’re welcome to choose your own brand or model. Just make sure it’s functionally equivalent to the tool being replaced. We’ve included a list of

recommended tools

(with store and pricing info) to help guide your purchase decisions and keep things consistent.

Tool Reimbursement Reference Table

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Tool Category

Tool Type

Max Reimbursement (Pre-Tax)

Recommended Tool & Source

Replacement Frequency

Power Tools

Pressure Washer

$130

Ryobi 1800 PSI Electric – Home Depot – $130

240 Jobs

Polisher Pads (7-pack)

$28

SPTA 6.5” Pads – Amazon – $27.99

20 Jobs

Short Pressure Washer Gun

$40

TOOLCY Short Gun – Amazon – $37.04

120 Jobs

Setup Tools

Canopy Tent

$150

Everbilt 10'x10' – Home Depot – $128

60 jobs

Folding Table

$50

Lifetime 4 ft – Home Depot – $44.98

240 Jobs

Storage Tote

$10

HDX 17 Gal – Home Depot – $9.48

240 Jobs

Extension Cord (50ft)

$40

Husky 50ft 14/3 – Home Depot – $36.48

120 Jobs

Adjustable Work Platform

$200

Gorilla Ladders –

240 Jobs

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Home Depot – $199

Mechanic Stool

$60

YITAHOME Rolling Seat – Amazon – $59.98

240 Jobs

Detailing Tools

Wheel Brush Kit

$25

7pcs Brush Kit – Amazon – $19.99

60 Jobs

Clay Bar Kit (8-pack)

$12

8 Clay Bars + Lubricant – Amazon – $9.99

20 Jobs

Microfiber Wash Mitts (2-pack)

$12

AIDEA Microfiber Mitts – Amazon – $9.99

60 Jobs

Tire Dressing Applicator Pads

$14

12pc Sponge Kit – Amazon – $11.59

20 Jobs

Pressure Washer Hose (25ft)

$25

YAMATIC 25FT Hose – Amazon – $19.99

240 Jobs

Foam Cannon

$25

Fasmov Foam Cannon – Amazon – $15.98

120 Jobs

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Car Grit Guard Insert

$15

SPTA Grit Trap – Amazon – $8.99

240 Jobs

Drying Towel

$30

Pittstop 24x35” Towel – Amazon – $23.99

40 Jobs

Nitrile Gloves (100 ct)

$15

ForPro Black Gloves – Amazon – $11.81

20 Jobs

Steel Wool Pad (12-pack)

$17

Steel Wool #0000 – Amazon – $13.95

40 Jobs

Headlight Sandpaper Kit

$19

70pc Detail Sander Kit – Amazon – $15.99

240 Jobs

Miscellaneous

Tool Belt Pouch

$29

Husky Tool Pouch – Home Depot – $24.98

240 Jobs

Funnels (3-pack)

Norpro Plastic Funnel – Amazon – $6.07

240 Jobs

Measuring Cup (2oz)

DOTINGHUX 2oz Acrylic Cup – Amazon – $5.99

240 Jobs

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Let your manager know if you have any questions before ordering.

Stick to the system, keep your receipts, and take pride in your setup — it’s part of what makes you an A-Player.

Laundry Bag

Mesh XL Laundry Bag – Amazon – $6.85

240 Jobs

Painters Tape (6 rolls)

$40

ScotchBlue Multi-Surface – Amazon – $34.08

60 Jobs

KN95 Face Masks (50 ct)

$17

AKGK Black KN95 Masks – Amazon – $13.99

40 Jobs

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ALL PRODUCT KNOWLEDGE MACH 10

Glossary: Terms Every Detailer Should Know

Exterior Glossary: Common Terms for Confi dentCommunication

You don’t need to be a mechanic — but you

need to speak the language.

This glossary isn’t comprehensive. It’s designed to give you a working vocabulary so you can describe issues clearly, talk shop with car people, and carry yourself like a pro during inspections and walkthroughs.

Let’s break it down

Painted Body Panels

Hood

– Covers the engine compartment. A hotspot for etching and tree sap.

Roof

– Flat top of the car, often the most neglected and oxidized area.

Trunk / Tailgate

– The rear cargo lid. Tailgate = truck/SUV style.

Fender

– The outer body panel that frames a wheel (front or rear).

Quarter Panel

– Technically a type of fender. Most often refers to the

rear side panel

, but some people use it loosely for front too.

Doors

– Vertical side panels. Swirls and scratches tend to build up here.

Framing & Structural Parts

A-Pillar

– Post between the windshield and front side windows.

B-Pillar

– Post between front and rear doors. Gloss black = swirl magnet.

C-Pillar

– Rear-most post (between rear door and back window).

Rocker Panels

– Underside edge below the doors. Often missed or coated poorly.

Roof Rails / Molding

– Trim or rails on the roof (can be metal, plastic, or rubber).

Wheel Arch

– The rounded section above each wheel. Dirt and oxidation often collect here.

Glass, Mirrors & Trim

Windshield

– Large front glass. Always coat.

Rear Windshield

– Back window. Also coat.

Windows

– Side glass, often with water spots.

Side Mirrors

– Coat the

housing

, not the glass.

Gloss Trim

– Found on pillars or mirror caps. Shows high spots easily — level well.

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Common Car Terms (That Make You Sound Like You KnowWhat You’re Doing)

Textured Trim

– Bumper plastics, fender edges, roof rails, etc. Can look dull if left uncoated.

Headlights / Taillights

– UV protection is the goal here. Coat lightly, level carefully.

􀀀

Wheels, Tires, and Extras

Rim (or Wheel)

– The

metal

part of the wheel.

Tire

– The

rubber

part. Clean thoroughly, shine optional.

Wheel Face

– The visible part of the rim when standing next to the vehicle. Always coat.

Wheel Barrel

– The deep inner part behind the face. Only coat if included in job.

Lug Area

– The holes around the lug nuts. Easy to miss during coating.

Center Cap

– Logo piece in the center of the wheel. Coat it.

Grille

– Front of the car. Coat the

face

, but skip complex or deep slats.

Emblems / Badges

– Usually chrome or plastic. Always coat unless aftermarket.

Fuel Door & Gas Cap

– Bonus touch: clean and coat the inside of the fuel filler area.

Wrap-Up Insight:

Learning these terms will help you explain what you did, what you couldn’t do, and what you recommend next — like a pro.

You’re not a mechanic — but customers assume you know cars. This glossary helps you speak their language and avoid sounding like a rookie.

These are

non-exterior

non-tool-specific

terms that come up often during inspections or small talk.

OEM

Factory-original part or paint. When customers ask “Is that OEM?” they want to know if it’s stock or replaced.

Aftermarket

Any non-factory part — wheels, lights, spoilers, wrap, etc.

2-Step Polish / Paint Correction

A heavier polishing process involving a cutting stage and a refining stage. This is 2 of 26 https://app.trainual.com/677f0d01-d484-4d64-9cbb-9fd06cef3f9d/curriculums/1493550

different from the standard 1-step “enhancement” polish we provide.

Clear Coat Failure

When the outer layer of paint starts peeling or bubbling — can’t be corrected with polishing.

Orange Peel

A wavy or bumpy texture in the paint, similar to citrus skin. Common even in new vehicles — not something we can remove.

Etching

Damage from water spots, bird droppings, or sap that has eaten into the clear coat. These are removed (or reduced) with polishing.

Overspray

Paint or coating mist that settles where it shouldn’t — can make panels feel rough and may need clay bar or polishing to remove.

Swirls / Spider Webbing

Micro-scratches that show up in sunlight. Usually from improper washing — the thing we’re trying to eliminate with a proper polish + ceramic.

Oxidation

Dull, chalky paint caused by sun damage over time — often shows up on white or red cars.

Paint Transfer

When one vehicle’s paint rubs onto another during a scrape. Can often be polished off.

Trim Restoration

Reviving faded plastic trim — a common customer complaint, especially on SUVs and trucks.

High Spot

A patch of ceramic coating that wasn’t leveled properly and dried unevenly. Leaves a rainbow or hazy patch.

Correction vs. Enhancement

Correction = deep defect removal (2-step).

Enhancement = improving gloss without fully fixing every flaw (1-step).

Quick Tip:

Even if you forget the exact term, talk with confidence and curiosity. Say things like:

“This looks like it could use a little correction here.”

“That’s just light etching — I’ll clean it up the best I can.”

“Trim’s faded, but we coat that — it should pop again.”

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Chemical Glossary: Know What You’re Spraying

It’s not about sounding smart — it’s about

inspiring trust

MACH-10 Ceramic Coating

Our flagship protection product. Bonds to paint, trim, wheels, and glass to create a long-lasting hydrophobic shield.

We offer multiple versions (5-year, 10-year, and Lifetime) — all tested for durability and backed by our in-house warranty.

MACH-10 Maintenance Spray

Spray-on sealant used during maintenance washes or handoffs. Helps prolong the life of the coating, boosts slickness and gloss.

All-Purpose Cleaner (APC)

Used to clean everything from door jambs to interiors and tires. Cuts through grime but safe on most surfaces when diluted properly.

Iron Remover

Breaks down iron particles (like brake dust or rail dust) embedded in paint. Used during decontamination before polishing.

Water Spot Remover (Acid)

Targets mineral deposits from hard water. Softens or removes surface-level spots — won’t fix etched damage, but helps a lot during prep.

Clay Lube

Used with clay bars or clay mitts to safely remove bonded contaminants from the paint surface.

Panel Wipe / IPA Spray

Wipes off polish oils before applying ceramic coating. Ensures clean bonding to the paint surface.

Tire + Trim Dressing

Revives and darkens rubber and plastic. Applied after the wash and polish — last step before photos and customer walk-through.

Degreaser (Heavy-Duty Cleaner)

For engines, door jambs, and extra-dirty areas. Stronger than APC — not used on sensitive or delicate surfaces.

Glass Cleaner

Streak-free formula safe for all glass types, including tinted windows. Used inside and out. 4 of 26 https://app.trainual.com/677f0d01-d484-4d64-9cbb-9fd06cef3f9d/curriculums/1493550

What Is a Ceramic Coating?

The Basics – What Is a Ceramic Coating?

Interior Detailer

Safe cleaner for plastics, dashboards, and light grime. Leaves a matte or satin finish — not shiny or greasy.

Quick Tip:

Customers don’t need the chemistry — they just want to know you’re using the right stuff.

Say things like:

“This gets rid of all the contaminants before we polish it.”

“I’ll give this trim a quick treatment so it pops again.”

“We’re using our acid wash to take off those water spots before coating.”

If you’re ever unsure what’s in a bottle:

read the label, ask your manager, or check Slack

Imagine waxing your car once — and having that slick, glossy, protected finish last for years.

That’s the promise of ceramic coating.

At its core, a ceramic coating is a

liquid polymer

that chemically bonds with a vehicle’s paint, forming a

permanent glass-like barrier

. Once cured, it becomes a part of the surface — not just a layer that sits on top like wax or sealant.

It’s like giving the car a second skin.

Customers often think of it as

a permanent wax

, but it’s far stronger. It repels water, resists dirt, protects against UV rays, and preserves the car’s shine like nothing else on the market.

But it’s not magic. It doesn’t prevent rock chips. It won’t stop door dings. And it still requires upkeep — just a lot less than a wax or sealant.

When applied properly and cared for, a ceramic coating makes vehicles easier to clean, harder to damage, and better-looking for years.

That’s why people spend $1,000+ for it.

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How It Works

What It Does Best

Because when it’s done right, it

feels

like their car just leveled up.

Think of ceramic coating like liquid glass.

Once applied, it begins to

cure and bond

to the vehicle’s clear coat at a molecular level. This bond is what gives ceramic coatings their durability — they don't just sit on top like wax, they actually become part of the surface.

The coating forms a

hydrophobic layer

, which means water, dirt, and contaminants slide right off. That’s what creates those satisfying beading effects in rinse videos and why coated cars stay cleaner longer.

But the real power is in its

resistance

UV rays? Deflected.

Bird droppings? Less likely to etch.

Water spots? Slower to form, easier to remove.

The better the prep and the better the application, the more flawlessly the coating performs.

That’s why the install matters. That’s why our training matters.

Because at the end of the day, this product only shines when we do.

Ceramic coating isn’t a magic shield — but when done right, it makes your vehicle look better, last longer, and stay cleaner.

Here’s what it excels at:

Surface protection

– It shields the clear coat from UV rays, oxidation, acid rain, and bird droppings.

Shine enhancement

– It amplifies depth and gloss, making paint pop — even on older vehicles.

Ease of maintenance

– Water, dirt, and grime have a hard time sticking. That means faster, easier washes with less chance of scratches.

Cost savings over time

– No more monthly waxes or constant detailing to keep your car protected.

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What It Doesn't Do

Ceramic Coating Benefi ts

Why People Love It

It’s like putting your car in a time capsule — except it still hits the road every day.

When customers choose MACH-10, they’re not just buying protection. They’re buying

peace of mind

and

long-term pride

in how their vehicle looks and feels.

Ceramic coatings are powerful — but they’re not bulletproof.

A lot of customers (and even some detailers) expect way too much. Part of our job is managing expectations so they stay realistic and satisfied.

Here’s what a coating

doesn’t

do:

It doesn’t stop rock chips or scratches

It won’t hide swirls, fading, or damage that’s already there

It doesn’t mean the car “never needs to be washed” again

It doesn’t last forever with zero maintenance

In fact, a ceramic coating that’s

not maintained properly

can degrade, just like anything else. That’s why we include aftercare instructions with every job — and why we offer maintenance sprays and packages.

Setting the right expectations upfront helps prevent complaints, builds trust, and creates customers for life.

Let’s be honest — most people don’t buy ceramic coatings because they understand polymers and chemical bonding.

They buy it because they want

their car to look amazing

and stay that way without constant maintenance.

When applied correctly, ceramic coatings deliver that promise. They:

Make the paint

shine like glass

Keep the surface

cleaner for longer

Make washing

faster and easier

Protect the paint from

UV rays, bird droppings, bug guts, and road grime

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The Real World Benefi ts

Long Term Value

Help preserve the car’s

long-term value

It’s not just about protection — it’s about pride. That “just detailed” look, every time they walk up to their car? That’s what they’re paying for.

When you understand what the customer really wants, you’ll do better work — and get better results.

Ceramic coatings change the way a customer experiences their car.

Here’s what that actually looks like day to day:

Hydrophobic Surface

: Water beads up and rolls off — taking dirt with it. Less buildup, fewer washes.

UV Protection

: No more sun-fade or dull paint. The coating acts like sunscreen for their vehicle.

Chemical Resistance

: Bugs, bird droppings, and acid rain don’t etch the paint when cleaned off in time.

Gloss Retention

: That deep, glassy shine doesn’t fade after a few weeks. It

stays

glossy.

Time Savings

: They’ll spend half as much time washing, and even less time stressing about the car’s appearance.

That’s why our best customers aren’t always car geeks — they’re busy people who want a premium, low-maintenance lifestyle.

They care about convenience, long-term value, and pulling up to dinner with a car that turns heads.

Ceramic coatings aren’t just about how a car looks today — they’re about protecting it for years to come.

When a customer chooses MACH-10, they’re investing in:

Paint Preservation

– No more premature clear coat failure, oxidation, or “old car fade.” Coated cars look newer, longer.

Resale Value

– A well-maintained coated car can fetch thousands more at resale or trade-in. The difference is visible.

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Ceramic Coating Limitations

It’s Durable — Not Bulletproof

It Locks In Everything — Good or Bad

Protection from the Unknown

– From surprise rainstorms to kids with sticky fingers, ceramic coatings give owners peace of mind.

Warranty Support

– With proper care, they’re covered. That’s not just protection — it’s confidence.

Most people wait until it’s too late — when the paint is already failing or the gloss is gone.

We help them get ahead of the problem, protect their investment, and enjoy their vehicle without worry.

That’s real value.

Ceramic coatings add real value — but they are not force fields.

They don’t stop rocks from chipping the paint. They don’t make your car invincible to scratches. And they definitely don’t excuse neglect.

If a customer assumes they can coat their car and forget about it, they’ll be disappointed.

Coatings are designed to:

Make the surface easier to clean

Help resist environmental damage

Prevent long-term oxidation and fading

But even with all that,

bird droppings, hard water, tree sap, and bug guts

can still etch the surface if left too long — especially in hot climates.

A great coating works best when paired with great care. If we oversell what it does, we risk losing long-term trust — and that’s a much bigger cost than a refund or a touch-up.

Set the expectation: “This is the best protection your paint has ever had — but it still needs love.”

Ceramic coatings are incredible — but they’re not magic.

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They create a

permanent

, glossy, hydrophobic barrier over your vehicle’s paint. But that barrier only locks in what’s already there. Which means: if the paint underneath is damaged, dull, or missing altogether… it’s not going to fix it.

Let’s break that down.

Paint Correction vs. Paint Touchups

When we talk about “correction,” we’re referring to

machine polishing

. That process removes a thin layer of clear coat to eliminate swirls, scratches, and oxidation. We do this before every ceramic coating install — and it’s what brings back the gloss.

But here’s what we don’t do:

Paint Touchups

We don’t use paint pens, body filler, or aftermarket paint kits to fill in chips, gouges, or deep scratches. That’s a body shop’s job — and it comes with very different tools, materials, and risks.

So if a customer asks:

“Will the coating fix this scratch?”

→ The answer is:

We’ll do our best to polish it out, but if the paint is missing or the scratch is too deep, it may still be visible.

→ That said, the ceramic coating

can still protect

that area moving forward, preventing further damage.

What Ceramic

Can’t

Reverse

If the paint has already failed — there’s only so much we can do. That includes:

Oxidized paint

(chalky, faded finish)

Heavy water spot etching

Deep scratches or rock chips

Clear coat failure

(flaking, peeling paint)

We do a light polish (aka a "one-step") that removes up to 70% of light imperfections. That alone makes most cars look

better than new

. But if the damage is severe or the vehicle hasn’t been well maintained, we can’t guarantee a showroom finish.

Set Expectations Early

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It Still Requires Maintenance

Where MACH-10 Stands in the Industry

Here’s the golden rule:

Don’t promise perfection. Promise protection.

If you see major paint issues during the initial walkaround,

document them

. Let the customer know what to expect:

“We’ll improve this a ton, but it won’t completely disappear. The coating will seal it in and keep it from getting worse, but it can’t fix what’s already damaged.”

Real-World Analogy

Think of ceramic like a clear coat of armor. It

preserves

the paint — but it doesn’t repaint the vehicle. It’s like putting glass over a photo: if the photo’s torn, the glass keeps it safe… but the tear is still there.

Technician Tip

When in doubt, take photos and escalate questionable paint damage to your manager

before

applying the coating. We’d rather delay a job than coat over compromised paint and disappoint the customer later.

Here’s what customers need to know:

Just because it’s coated doesn’t mean it stays clean.

Dust, pollen, road grime, minerals in water — they all still settle on the surface. And if those sit too long, they can break through the coating or leave behind damage.

Ceramic coating makes cleanup

easier

. But cleanup still has to happen.

We coach every customer on proper maintenance:

Wash the car regularly (biweekly is best)

Don’t let bird poop or water spots sit

Avoid drive-thru washes

Use MACH-10 Maintenance Spray every few weeks

This isn’t set-it-and-forget-it. It’s a system. And when used right, it makes owning a clean car effortless.

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Wax vs. Ceramic Coating

Types of Ceramic Coatings

To deliver a 5-star experience, you need to know more than just how to install a coating — you need to

understand what customers are comparing us to

This section breaks down exactly how our MACH-10 Ceramic Coating stacks up against everything else out there — and how to explain it clearly to the customer.

Wax

has been around for decades. It adds temporary gloss and water beading, but that’s where the benefits end.

Key Facts:

Usually made from carnauba or synthetic polymers

Sits

on top of the paint

(does not bond)

Lasts only a few weeks to months depending on environment

Breaks down with washing, UV, and exposure

Offers

no real protection

from UV, chemicals, or bird droppings

Ceramic Coating

is a permanent layer of protection that

chemically bonds

to the clear coat.

Key Benefits:

Lasts 5+ years (depending on the formula and package)

Bonds to the paint, becoming part of the surface

Protects against UV rays, chemicals, and etching

Adds intense gloss and slickness

Repels dirt and makes maintenance easier

Takeaway

: Wax is like lip balm. Ceramic is like replacing the top layer of skin with armor.

Let’s break down the most common types — and where MACH-10 stands above the rest.

Spray-On Ceramic “Boosters”

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Ceramic Hardness Explained (Pencil Hardness Scale)

Offers

some water beading

but no durability

Lasts a few days to a few weeks

No real chemical or UV protection

Usually silicone-based, not true ceramic chemistry

Retail / DIY Ceramic Coatings

Sold online or in stores like AutoZone or Amazon

Marketed as “long-lasting” but often applied without proper prep

Not backed by warranties or support

Prone to high spots, streaking, or premature failure

If installed improperly, they

can damage paint

Dealership Ceramic Coatings

Often a high-margin upsell with new car purchases

Applied by uneducated and untrained staff

Almost always a

spray-on product

— not a true coating

May last only a few

months

, despite “lifetime” marketing claims

Little or no surface prep done beforehand

Warranty is full of loopholes and fine print

Professional-Grade Coatings (MACH-10)

Installed by trained professionals after full paint prep

Includes: foam wash, iron decon, clay bar, polish, IPA wipe

Bonds to the surface for years of performance

Comes with warranty coverage and maintenance support

Backed by real training, inspection, and customer service

Takeaway

: MACH-10 is in a different league. It’s not a gimmick, it’s engineered for durability and backed by pro-level prep and process.

When we talk about how tough a ceramic coating is, we’re referring to its

resistance to scratching and abrasion

— and that’s most commonly measured using the

pencil hardness scale

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Ceramic vs Graphene

What Is the Pencil Hardness Scale?

The scale ranges from

6B (very soft)

10H (very hard)

Each step represents a graphite pencil of increasing hardness

During testing, each pencil is pressed at a 45° angle into the coated surface to see if it leaves a mark

The hardest pencil that does

not

scratch the surface determines the coating’s hardness rating

Where Does MACH-10 Sit?

MACH-10 is tested and rated at

10H

— the

upper limit of standard pencil hardness testing

. This means:

It’s

harder and more scratch-resistant

than most coatings on the market

10H is the

highest practical rating

— anything above this is

not part of standardized testing

, and typically

not realistic or meaningful

Claims of "12H" or higher are

pure marketing

with no industry-accepted test behind them

A Quick Reality Check

Even with a 10H rating, no coating makes your vehicle "scratch-proof." Sand, rock chips, or improper washing can still cause damage — especially if the underlying paint is already compromised.

But with MACH-10, you’re getting one of the

toughest, most resilient

protective layers available on the market — applied professionally and backed by our prep standards and warranty.

You’ve probably seen “graphene ceramic coatings” marketed online or by competitors. Here’s the truth.

The Marketing Gimmick

Real graphene

is extremely expensive and difficult to incorporate into liquid coatings

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Ceramic Coating vs. Paint Protection Film (PPF)

Most “graphene” coatings contain

graphite

, a carbon-based filler that does nothing for protection

The result: slight darkening of paint, but

no measurable benefit

Claims of 10H+ hardness or 7+ years of durability are

unsupported and inflated

Why MACH-10 Doesn’t Use It

We prioritize

real performance

, not buzzwords

MACH-10 is engineered with verified ceramic chemistry

It’s tested for durability, flash time, slickness, and UV/chemical protection

No fluff. No fads. Just science that works

Takeaway

: Graphene is 90% marketing, 10% murky science. Customers deserve real protection — and real results.

This is a common customer question — here’s how to answer it.

Paint Protection Film (PPF)

clear plastic film

that protects against rock chips and scratches

Great for customers with high-impact driving (construction zones, rural roads)

Most common on front bumpers and hoods

Expensive

($2K–$6K+ for full wraps)

May yellow or peel over time

Adds zero gloss or hydrophobic effect

Ceramic Coating

Does not

protect against physical impacts or chips

Provides minor scratch resistance (harder than factory clear coat)

Adds intense gloss, slickness, and chemical protection

Makes cleaning effortless

Protects against UV, hard water, bird droppings, oxidation, etc.

More affordable and often more noticeable day-to-day

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MACH-10 Technical Specifi cations

Takeaway

: PPF protects against the

outside world hitting your paint

. Ceramic protects your paint from

the environment attacking it over time

MACH-10 is our flagship ceramic coating — a pro-grade formula developed with

aerospace roots

, engineered for

long-term protection

next-level gloss

, and

ultra-durable performance

Think of it as the ultimate upgrade for a vehicle’s paint: a semi-permanent glass barrier, chemically bonded to the surface.

Here’s what makes it elite:

Performance Features

Hardness Rating

: 10H (top of the pencil hardness scale)

Gloss Rating

: 95+ GU (Gloss Units) – delivers deep, wet-looking shine

Thickness

: 2–5 microns (3x thicker than most ceramic sprays or retail coatings)

pH Resistance

: 2–12 (protects against acidic and alkaline chemicals — including bird droppings, road salt, bug guts, and cleaners)

Water Contact Angle

: 110°+ – hyperhydrophobic, beads and sheets water aggressively

Chemical Composition

SiO2 Content

: 85%+ (High-purity silicon dioxide base — more SiO2 = more durability)

Carrier Solvent

: Slow-flashing solvent blend that allows for optimal flash time during install

Cure Time

: Tack-free in 2–5 minutes, light handling after 45 minutes, full chemical cure after 3-4 days

Functional Benefits

Oxidation Resistance

– Seals the paint against UV degradation and oxygen exposure

Chemical Shielding

– Blocks acid rain, bug splatter, brake dust, bird droppings, tree sap

UV Filtering

– Reduces sun fade and helps preserve paint clarity

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Our Ceramic Coating Packages & Options

Package Options

Anti-stick Surface

– Dirt, bugs, and grime don’t cling like they do on untreated surfaces

Easy Cleaning

– Less scrubbing, less product, less time

Enhanced Clarity

– Deepens paint tone and reflects light more crisply

Surface Slickness

– Less drag = less buildup

Durability

MACH-10 is rated for:

5-Year

10-Year

, and

Lifetime

protection tiers (based on package + warranty program)

Actual longevity depends on maintenance — but this isn’t some spray-on “miracle in a bottle”

This is

professional-level ceramic

, engineered to

outlast

retail or dealership coatings many times over

We offer three tiers of ceramic coating protection — each one backed by a warranty and designed to meet different levels of customer need.

1. 5-Year Coating — $995

This is our entry-level professional-grade coating. It includes everything needed to protect a vehicle for daily drivers who want long-term value without the highest upfront investment.

What’s included:

Full paint decontamination

One-step polish (~70% of light scratches & swirls removed)

5-year ceramic coating applied to all paint

Free windshield, rim, and glass coating when booked through our 3-day offer

Warranty Requirements:

Must complete one annual maintenance inspection per year to stay covered

Covers reapplication if performance diminishes

One free reapplication after bodywork or accident

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What’s Included in Every Package

2. 10-Year Coating — $1,295

This is our most popular option — the sweet spot for customers who plan to keep their vehicle for a while and want to lock in the most value per dollar.

What’s included:

All benefits of the 5-year package

A stronger ceramic formulation with longer durability and deeper gloss

More chemical resistance and longevity

Ideal for higher-end vehicles or customers who want added peace of mind

Warranty Requirements:

Annual inspection required to maintain coverage

Covers reapplication if coating stops performing or after bodywork

One free reapplication per covered event

3. Lifetime Coating — $1,495

This is our highest-end offering — designed for vehicle owners who want the best of the best. It delivers the strongest protection, the deepest shine, and permanent coating coverage with minimal maintenance needs.

What’s included:

All benefits of the 10-year package

Our most advanced ceramic formula (advertised 10H hardness)

Lifetime protection against oxidation, fading, acid rain, and UV damage

Warranty Requirements:

No annual inspections required to maintain lifetime coverage

One free reapplication if coating fails or after accident-related repaint

Subsequent reapplications may be charged if damage is due to neglect

Tip for Techs:

Your job is to

position the offer

in a way that makes the customer feel like they’re getting a deal no matter what. Use the “3-day special” framing and highlight how much value is included with each package. The 10-year and Lifetime options are easier to upsell when you clearly explain the benefits and long-term savings.

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Polish Expectations & Surface Condition

Every ceramic coating package includes a

complete premium exterior detail

and professional-grade MACH-10 application.

Here’s what’s always included:

Full exterior hand wash and decontamination

Foam bath, fender scrub, wheel + tire cleaning

Water spot removal

Clay bar treatment

Iron decontamination

One-step polish

to remove ~70% of light scratches and swirls

Ceramic coating applied to all painted surfaces

This is the base of every job — a complete refresh for the vehicle’s exterior. It restores gloss, protects the paint, and gives customers that deep shine we’re known for.

Let’s be clear — this isn’t a body shop. But our polish makes a

massive

difference when it’s used right — and when the customer knows what to expect.

What's a One-Step Polish?

Every ceramic job includes a

single-stage polish

designed to remove about

70% of light scratches and swirls.

This step boosts gloss and clarity, making the paint look newer and smoother.

But…

It won’t fix deep scratches.

It won’t cover missing or damaged paint.

It’s not paint correction — it’s enhancement.

That’s important to explain during the walkaround —

set clear expectations early

and you’ll avoid complaints later.

Pre-Existing Paint Issues

If the car has:

Failing clear coat

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Bonus Inclusions (And How to Present Them)

Oxidation

Etching or baked-on water spots

…then the customer should understand that

we’ll make it look better, but we can’t make it perfect.

"We’ll make it shine again and protect it long-term — but just so you know, we won’t be able to completely remove those deeper issues. Want me to point out a few examples before we get started?"

Document It

Take great

before photos

that clearly show any damaged paint. Make sure the customer sees and signs off. This protects you, the customer, and the company.

We Don’t Do Paint Touchups

We don’t fill chips or scratches with paint. That’s body shop territory — and we want to make sure customers

never misunderstand

what we do.

Set the Tone for Satisfaction

Most customers

don’t need perfect

— they need to know what’s realistic.

Be honest, take ownership of the results, and deliver a final product you’re proud of.

Most customers also receive extras — but we present them like a limited-time bonus.

Every time a customer

submits a quote from one of our ads

, they automatically trigger a

72-hour promotion

. This offer includes:

Windshield ceramic coating

All exterior glass coated

Rim faces coated

XL vehicle fee waived ($200-$400 for mid or full sized vehicles)

Even though this is available to 99% of customers, we

want them to feel like they scored a deal

Here’s how to position it:

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Add-Ons and Upgrades

“Looks like you qualified for our 3-day promo — that means we’re throwing in your windshield, glass, and rim coating completely free.”

Why this matters:

Customers love feeling like they got a hook-up. When you present it this way, it increases the likelihood of:

Better tips

Happier customers

5-star reviews

Tech Tip:

No need to over-explain the promotion. Just keep it simple, confident, and make them feel special. That emotional boost can make all the difference.

Sometimes, a customer wants a little more — and you’re the expert who can guide them.

Here’s what you can offer:

Add-On Services

These are optional upgrades that go beyond the standard package:

Door Jambs Coated

– $200

2-Step Polish

– $200

(Adds a cutting stage to remove deeper swirls or imperfections before final polish)

You earn 25% commission

on any of these upgrades, so don’t be shy about offering them when they make sense.

When to Offer These

During the walkaround inspection (if you notice damage or a good upsell opportunity)

At job closeout (if the customer is impressed and already smiling)

Never force it — we serve, not push. Offer upgrades like a helpful concierge, not a hungry salesman.

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Multi-Vehicle Discounts and Bonus

Easy Money Is on the Table

Every time you open your mouth, you’re creating an opportunity.

Even if just one in five customers says yes — that’s real money in your pocket.

All you have to do is ask.

When a customer has more than one vehicle, it’s a chance to double the value — for them and for us.

But that only works if we’re proactive, clear, and aligned on who owns the sale.

This policy outlines:

The

customer offer

Who gets commission

How

to properly book or follow up

The Customer Offer

We offer a

$100 discount

on the

10-Year Ceramic Coating

for customers booking a second vehicle.

Details:

Use code:

MULTIPLE

Must book at:

book.that1detailer.com

Valid only on 10-Year coatings

5-Year stays at $995 minimum

No discount on Lifetime coatings

This offer only applies if the second vehicle is scheduled

during or shortly after

the first job.

Commission Rules

We keep it simple:

Sales Rep closes before or after the job = Rep earns the commission

Technician closes onsite = Tech earns the commission

No commission splits

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Aftercare

Why Aftercare Matters

How to Book Onsite (For Techs)

If the customer is happy and ready to move forward,

book the second vehicle before you leave

Go to

book.that1detailer.com

on your phone

Select the same package (10-Year Coating)

Choose a service date and time

Enter the customer’s info

At checkout, enter the

coupon code: MULTIPLE

Confirm that the customer receives the confirmation email/text

Once that’s done — the sale is yours.

No one else can claim it.

Send a message in the correct slack channel to claim

How to Follow Up in CRM (For Reps)

If the customer mentioned another vehicle but didn’t book onsite:

Set a

follow-up task for the day after the service

Use the

manual follow-up calendar

—

not the "No Response" pipeline

If the tech didn’t book it onsite, it’s your sale. Own the follow-up.

Got a Dispute?

If you believe you should have received commission but didn’t, speak to the

Success Team

We’ll review it and improve the process if needed. No drama — just solutions.

Final Reminder

We reward

ownership

Whoever seals the deal — gets the reward.

Let’s keep it clean, fair, and profitable.

Coatings don’t maintain themselves — routine care is required to preserve performance and gloss.

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Biweekly Maintenance Wash Protocol

What to Avoid

Support & Maintenance Add-Ons

Warranty Coverage

What Our Warranty Covers

Skipping maintenance leads to water spotting, reduced slickness, and premature failure.

We provide aftercare not only for appearance, but to protect the customer's investment and keep their warranty valid.

Wash every 1–2 weeks (no more than 14 days between washes)

Use pH-neutral soap only — no dish soap, degreasers, or wax-infused products

Rinse thoroughly, dry fully — never leave water to evaporate

Apply

MACH-10 Maintenance Spray

after each wash for hydrophobic boost

Avoid washing in direct sunlight or using recycled water car washes

Drive-through or tunnel washes (they cause swirl marks + abrasion)

Letting water, bird droppings, or sap sit for long periods

Using towels or sponges not meant for coated surfaces

Skipping washes due to rain — coatings need active maintenance, not passive rinses

Washing your coating with untreated hose water

We offer discounted maintenance washes for returning customers

Touch-ups or annual inspections may be recommended (especially with Lifetime packages)

Send them to our aftercare page for reminders and tutorials

Encourage them to reach out anytime — customer satisfaction is our brand

Reapplication After Bodywork or Accidents

This is the

primary purpose

of the warranty.

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What's Not Covered

Warranty Packages and Maintenance

If a customer’s vehicle is involved in an accident or receives paint/body repairs, we will:

Reapply MACH-10 Ceramic Coating

to the affected area(s)

At no cost to the customer

, provided:

Coating loss is verified

Repairs are complete

Original warranty remains valid

If insurance was used and excluded ceramic protection, we may recover reapplication costs from the insurance carrier.

Product Performance Failure (With Proper Care)

If the coating stops performing despite following care guidelines, we will:

Reapply the coating to affected areas

This includes failure of:

Gloss retention

Water-beading/hydrophobic effect

UV and oxidation protection

Must be accompanied by

proof of proper care

(photos, maintenance receipts, or annual inspection record for 5- & 10-Year plans).

Pre-existing scratches, chips, or clear coat failure

Improper care (e.g., drive-through washes, harsh chemicals)

Water spotting or etching due to neglect

Aftermarket cosmetic upgrades added post-coating

Vandalism, flood, or natural disasters

Commercial/fleet/off-road vehicle usage

Package

Term

Annual Inspections

Maintenance Required

5-Year

5 years

Required

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Required Maintenance

Important for Lifetime Plan:

Includes

one forgiveness reapplication

even if neglect caused the failure.

Additional failures after neglect

will not

be covered.

10-Year

10 years

Required

Lifetime

Vehicle's life

Not required

Required (for multi-use)

To remain eligible:

Wash vehicle at least

every 2 weeks

Use

MACH-10 Maintenance Spray

Avoid hard water or mineral-rich hose water

Dry with clean microfiber towels

Remove bird droppings, bugs, sap, and water spots promptly

Never use automatic brushes or abrasive tools

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ALL CERAMIC COATING INSTALLATION GUIDE

Mobile Installation Considerations

The Realities of Working Mobile

Mobile Professionalism

Weather, Temp, Humidity & Wind

Mobile detailing isn’t easy — and that’s what makes it impressive.

You’re not in a shop. You’re outdoors, often under pressure, on unfamiliar ground. The conditions are never perfect — and the customer still expects perfection.

That’s why A-Players stand out. They adapt. They think ahead. They show up early, stay calm, and problem-solve on the fly. This job asks a lot — but it also builds world-class skill, trust, and income when done right.

You’re not just cleaning a car. You’re managing an unpredictable environment with professionalism and pride.

Every job site is different. But your standards shouldn’t be.

That means:

Parking with safety and presentation in mind

Setting up neatly — no clutter or gear lying around

Greeting the customer with confidence and professionalism

Not entering the home unless explicitly invited

Not driving the vehicle — ever

Customers are watching. And even if they’re not, the cameras are.

Treat every job like it’s being filmed for our brand commercial — because your work

the brand.

Weather can make or break your job. Here’s what to watch for:

Heat & Sun

: Can cause coatings to flash too fast. Always work in the shade when possible and manage flash times.

Cold Temps

: Can slow curing and make removal harder. Adjust flash and buffing technique accordingly.

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Choosing the Right Workspace

Jobsite Expectations

Preparation and Arrival

Humidity

: Affects coating behavior. Be extra aware of flash times and surface readiness.

Wind

: Carries dirt and debris. Avoid coating in the open wind. Park smart or ask to move the vehicle for the coating phase.

Rain

: Never apply ceramic in the rain. You may need to reschedule — or pause the job until safe.

Use common sense. Communicate clearly. And never compromise quality due to weather.

Before you unload your gear, take a look around.

Shade

: Can you stay out of direct sun?

Flat Surface

: Is the area safe for setup and water runoff?

Wind Protection

: Can you park next to a structure or hedge?

Traffic & Safety

: Are you in the way of driveways, garages, or people?

You’re in control.

Choose the best spot on-site — and if the location is unsafe or problematic, talk to the customer before starting. It’s better to communicate than to compromise results.

These are non-negotiable:

Do not enter the home

unless invited.

Do not drive the vehicle

, even for shade or repositioning.

Set up your gear

tidy and organized

— make it look intentional.

Expect that you’ll

get door panels or trim dirty

— and plan to wipe them before leaving.

Leave the space cleaner than you found it

— including rinsing the driveway if you leave dirt or foam behind.

Professionalism starts with appearance. That includes your vehicle, your workspace, your attitude — and the pride you bring to every single job.

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Gear & Uniform Preparedness

Weather Monitoring

Showing up prepared isn’t just a good habit—it’s a must. From tools to threads, your gear speaks before you ever say a word. Every team member must arrive with a full and clean setup, ready to deliver on the promise of premium service.

Examples:

Missing sprayer tips, dirty towels, or understocked chemicals

Forgetting to wear a hat or name badge

Worn-out shoes or wrinkled polos

The Fix:

Inventory your gear and uniform the night before. Take pride in showing up sharp and stocked. A clean setup says, “I care.”

The first impression starts before you shake a hand.

Technicians are responsible for monitoring the weather and helping determine job feasibility in advance. If the forecast threatens the quality of an install, it's your duty to communicate early and clearly.

However, technicians may not unilaterally decide to reschedule a job.

You must request rescheduling approval by contacting your

Manager

Success Manager

, who will make the final decision and coordinate with the customer. You should never notify a customer of cancellation or change without prior approval.

If you'd like to

pick up the shift on a day off

, include that preference when posting about the weather concern.

Examples:

Rescheduling a job without approval

Texting a customer directly to cancel due to rain

Failing to include a preferred makeup day

The Fix:

Post early in

#weather-cancellations-rescheduling

on Slack. Include:

Customer name

Job date

Summary of weather concern

Your preferred makeup day (if you want to reschedule on a day off)

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Customer Notifi cation

Arrival Time: At Least 5 Minutes Early

Then notify your Manager and Success Manager in the same thread. Await their direction.

The weather may be out of your hands, but professionalism never is.

Customer expectations begin before you arrive. Every technician is expected to notify the customer at least

45 minutes prior to arrival

with a friendly good morning message. This message sets the tone for a punctual, professional experience and helps the customer prepare for our arrival.

Important Note:

Marking a job as "En Route" in

Fieldd

will automatically send the customer an ETA text. However, if the job is

less than 45 minutes away,

this should not be your only form of communication. In those cases, you should:

Send a

custom good morning / confirmation message

at least 45 minutes before arrival, including your estimated time of arrival.

Then mark yourself "En Route" in Fieldd

once you’re actually on the way

Make sure Fieldd has

location services enabled

so the ETA is accurate.

After the custom message, use the

En Route

button to trigger the automated ETA notification.

Your first message sets the tone. Show up digitally before you show up physically. T

his sets the tone for punctuality, professionalism, and preparation.

Examples of Poor Performance:

Showing up without any ETA message

Messaging the customer too late (15–20 minutes out)

Forgetting to message altogether

The Fix:

Set a calendar reminder or phone alarm. Text the customer 45 minutes before your scheduled start time to confirm you’re en route. This should be part of your routine.

A simple text can build trust before you ever knock on the door.

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Preparation and Pre-Job Duties

Daily Responsibilities & System Checks

Preparing Your Toolkit and Uniform

Punctuality is a form of respect. It says you value the customer’s time and take the job seriously. Arrive early, park thoughtfully, and get set up with purpose.

Examples:

Rolling up right at start time and scrambling to unload

Parking in customer driveways without permission

The Fix:

Plan your route to arrive at least 5 minutes early. Park respectfully—avoid blocking driveways, entrances, or spraying toward homes. Give yourself time to prep with care.

Early is on time. On time is late.

Before we ever touch a car, we show up ready to

earn trust

. That starts before sunrise.

A true A-Player doesn’t wait until a problem hits. They prevent it.

That means doing your morning checks without fail.

Your Daily Pre-Job Non-Negotiables:

Check Slack

for updates from your manager or team

Confirm your schedule in Fieldd

Review job details

— package, add-ons, location, customer notes

Check the weather

(wind, rain, heat matter)

Post in #weather-cancellations-rescheduling

early if needed

If something looks off or you’re missing gear —

say something early.

No one should ever arrive on-site unprepared.

A-Players don’t cause fires. They put them out before they start.

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Reviewing Your Jobs in Advance

Travel Planning and Arrival Protocols

When you show up looking like a pro and working from an organized rig, the customer feels like they’re in the hands of someone who takes pride in their work.

And that’s exactly what we’re here to prove.

Your Morning Prep Includes:

Wipe down your tools

– Coating pads, bottles, polishers, everything.

Restock chemicals

– You should never run out mid-job.

Uniform check

Clean black or neutral shorts/pants

Clean That 1 Detailer polo

Solid hat (no outside logos or patterns)

Black socks and shoes

ID Badge

No vaping on site. No extended phone calls.

You’re on stage the second you pull up — and

cameras are always rolling

Leave your workspace, your van, and your

vibe

looking dialed.

That’s what earns trust before a word is said.

If you’re not reviewing your jobs at least

3 days out

, you’re flying blind.

This isn’t just about being prepared — it’s about

owning your performance

Here's What You’re Looking For:

Do you have the

right tools and chemicals

Are there

add-ons or large vehicles

that need extra time?

Will

weather affect the job

Are there

unusual travel times

that require earlier departure?

You should never learn something critical

the day of

If you’re unsure — ask in Slack, or message your manager directly.

Own your schedule. Know your route. Pack your tools.

That’s how pros win the day before it starts.

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Arrival and First Impressions

Professional Customer Greeting

Being on time isn’t good enough.

We aim to be early — every time.

The way you start the day sets the tone for

the entire customer experience

What’s Expected:

Mark "En Route" in Fieldd

at least

30 minutes before arrival

Arrive 5 minutes early

Toggle “Arrived” in Fieldd

when you get there

Never sit outside in the van without contact

— it kills trust

And if you're going to be late?

Communicate immediately.

Tag your Success Manager or GM in Slack

before

the customer even notices.

Notify your customer via Fieldd

Showing up early and looking sharp = instant credibility.

Being late and saying nothing = instant red flag.

A-Players make professionalism feel effortless.

Preparation is the secret.

You never get a second shot at a first impression.

From the moment your wheels stop turning,

the customer is watching.

How you exit your vehicle, how you smile, how you speak — it all sets the tone.

The goal? Instant trust.

Here’s how to do it:

Park safely, legally, and with

enough space to work

Step out confidently, tools and appearance squared away

Walk up with a

genuine smile and firm hello

Introduce yourself:

“Hey [Name], I’m [Your Name] with That 1 Detailer. I’m excited to get your car coated today!”

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Setup Etiquette and Workstation Presentation

How to Earn Trust in the First 5 Minutes

Keep it light, confident, and kind.

That first 30 seconds is where trust is earned or lost.

Your work area is a reflection of the brand — and your discipline.

A messy station, gear sprawled across the driveway, or a tech vaping mid-job?

Instant loss of confidence.

We work clean. We work like pros. We represent something bigger than ourselves.

Setup Ground Rules:

Don’t go inside the customer’s home

unless clearly invited

Don’t drive the customer’s vehicle

Ask before using water or outlets — and say thank you

Avoid blocking driveways or sidewalks

Setup in a

safe, shaded, and neat area

— workspace should be orderly

Watch your footprints, your bottles, your trim

— everything you touch leaves an impression

By the time your tools are laid out,

the customer should already be impressed.

Trust is emotional. Customers want to feel like:

You care about the details

You understand their needs

You’ve got everything under control

That’s your job — to make them

feel

that.

What to Do:

Mention the

package they chose

and confirm what’s included

Explain the

general process and timeline

(e.g., wash, polish, coating)

Reassure them:

“You’re in good hands. I’ll walk you through everything before we begin, and again before I leave.”

Don’t just answer questions — anticipate them.

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Pre-Job Inspection

Confi rm the Package and Build Early Trust

Explain Today’s Plan

The most memorable techs aren’t just good at detailing.

They’re

great at making people feel taken care of.

Start with clarity and confidence. Before you grab a tool, show the customer you’re dialed in.

Say something like:

“You’re booked for our [5/10/Lifetime] ceramic package. That includes a full exterior detail, clay bar, iron decon, one-step polish, and ceramic on all painted surfaces.”

Then make it feel like they’re getting an exclusive offer:

“You also locked in our promo — so I’ll be coating your glass, trim, wheels, and windshield at no extra cost. That’s usually a $200 upgrade each.”

This isn’t just sales talk. It’s

customer psychology

— if they feel like they scored, they’re more likely to trust you, tip you, and talk about you.

Next, walk them through what’s ahead.

“Here’s what today will look like: I’ll start with a deep wash and prep, then polish the paint to remove light swirls. After that, I’ll apply the ceramic coating and let it flash before buffing it off. The whole process takes about 4 to 6 hours, depending on the condition of the vehicle.”

Let them know:

You’ll contact them if anything comes up

They’re

not

required to stay home

It’s helpful (but not necessary) to be around for the final walkthrough

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Walkthrough with the Customer

Ask for Any Areas of Concern

Identifying Permanent Damage Before You Start

Confidence + clarity = trust.

Before inviting them into a walkaround, note any visible issues yourself:

oxidation, heavy swirling, rock chips, bird etching, paint fade, etc.

Then say:

“Let’s do a quick walkaround together so I can show you what I’m seeing — and document everything before we start.”

During the walkaround:

Point out damage and manage expectations clearly

Use your phone to take visible photos in front of the customer

Frame things kindly: “I’ll do my best here, but just so you know...”

Never promise to fix anything you’re unsure about

This protects

you

from liability and sets the tone:

You’re honest, professional, and not someone to be taken advantage of.

After your inspection, ask the customer:

“Is there anything you’ve noticed that you want me to pay special attention to? Even if it seems small, I want to make sure you’re fully happy with the results.”

Let them talk. You’re listening to understand — not to overpromise.

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Before you gear up and get going, take one last minute to handle something that separates good techs from great ones:

Pointing out what can’t be fixed — and doing it with confidence.

What You’re Looking For:

Even after a proper wash and polish prep, some vehicles will still have:

Oxidation

or dull/faded clear coat

Deep scratches

that go beyond the clear

Etched-in water spots

or bird dropping damage

Patches where the clear is failing or missing

These are all signs of

permanent damage

— and it’s your job to recognize them.

How to Talk About It:

Be friendly, clear, and honest. You’re not there to make the car perfect. You’re there to make it

better

and protect it moving forward.

Say something like:

“Hey just a heads up — there’s a spot here that didn’t fully correct. That’s because it’s etched pretty deep, so I’ll be coating over it as-is to prevent it from getting worse. Just wanted to make sure you weren’t surprised later.”

This moment builds trust. Customers appreciate when we call things out before they become questions.

Why We Don’t Do Paint Touchups:

Customers might ask: “Can you touch this up?”

Here’s what you say:

“We don’t do any paint touchups — our service is focused on correcting and protecting the clear coat. Touchups require paint matching and bodywork, and they usually end up looking worse than the original damage. I’ll polish this area as best I can and make sure it’s protected.”

Paint Correction ≠ Paint Touchup.

We remove swirls and light scratches through polishing. We don’t fill in color, fix rock chips, or repaint surfaces.

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Final Pre-Work Check-In

Your Workstation

Building an Effi cient Mobile Station

Keep It Simple. Keep It Professional.

The goal is

no surprises at the end of the job

So before you start polishing:

Point out anything that

won’t improve

Let them know you’ll still coat and protect it

Invite them to reach out if they have any last questions

Then say something like:

“Alright — I’ll get started. You’re welcome to hang around, but you don’t have to be here. I’ll shoot you a text or call if anything comes up, and I’ll circle back when I’m almost done so we can do a final walkthrough.”

A-Player Reminder:

You’re the expert. Speak with calm authority. Be generous with communication, but firm with expectations. And when in doubt — escalate early.

Customers don’t expect perfection.

They expect professionalism.

Before you begin, close the loop.

Say:

“I’ll go ahead and get started now. If anything comes up, I’ll call you. You don’t have to stick around — and if you’re not here later, I’ll still send final photos and confirm everything before I leave.”

Pro tip:

If they

are

home at the end, it’s a golden moment to earn a tip and secure that 5-star review with an in-person walkthrough.

Your gear says a lot about you — and customers notice

everything

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Keep Your Tools Clean and Presentable

Protecting the Customer’s Property

Before you start:

Set up in a clean, orderly layout

Create clear zones: wash tools, coating tools, polish pads, towels

Don’t leave bottles scattered or gear in the dirt

The goal is to look like a pro

from the very first glance

Your workstation is your mobile shop. Treat it with pride.

Bonus: an organized setup makes your job easier and faster — fewer mistakes, smoother flow, and more mental clarity.

Dirty pads, crusty bottles, and soggy towels don’t just look bad — they create swirl marks, streaks, and excuses.

Keep your gear:

Wiped down and dry when not in use

Stored in bins or on mats — not on the customer’s grass, sidewalk, or driveway

Sorted by task (washing tools shouldn’t mix with coating towels)

Repping That 1 Detailer means your

standards are visible

. If your gear looks pro, customers assume your results will too.

We’re working at someone’s home — and that comes with responsibility.

Follow these golden rules:

Don’t lean on walls, gates, or fences

Never put tools on furniture, ledges, or flower beds

Use fender covers if needed

Keep your gear off their paint unless it’s clean and in use

Don’t leave food, trash, or drinks out

Keep cords, hoses, and buckets tidy and out of walkways

Be invisible until it's time to impress.

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Wash + Surface Prep

Wheel, Tire & Fender Cleaning

Foam Cannon and Rinse

Contact Hand Wash

Every jobsite is a chance to prove we care more than the competition. A little respect goes a long way — and

word-of-mouth starts here.

Start here — always.

These are the dirtiest parts of the vehicle, and cleaning them first prevents splash-back after you’ve washed the paint.

Use dedicated brushes for tires, wheels, and barrels

Apply tire cleaner or degreaser generously

Scrub fender liners — don’t skip them, especially on trucks and SUVs

Rinse thoroughly, including behind spokes

A-Player Tip:

Use a separate bucket for your wheel tools. Cross-contaminating tools is how amateurs leave swirls.

Now you begin the main wash.

Coat the entire vehicle in foam using your cannon

Let it dwell for 1–2 minutes (never let it dry)

This loosens debris and adds lubrication before contact wash

Rinse completely from top to bottom

This is the prelude to your polish — treat it with care.

After rinsing, perform a proper two-bucket wash.

Use a clean mitt and dedicated car shampoo

Work top-down, saving bumpers and lower panels for last

Rinse your mitt after every panel to avoid swirl induction

Never

use the same mitt for wheels and paint.

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Water Spot Removal

Decontamination

Clay Bar Treatment — The First Line of Defense

Clean cars are easy to coat. Dirty techniques are hard to hide.

Hard water is brutal — especially in sun-drenched or sprinkler-heavy regions. After washing and rinsing, check for spotting.

If present:

Apply water spot remover to a cool, clean surface

Agitate lightly with a microfiber applicator

Rinse fully, and don’t let it dry on paint or trim

If it’s severe,

note it during your inspection

and reset customer expectations early.

A proper hand wash removes dirt. But bonded particles — like brake dust, overspray, tree sap, and airborne industrial fallout —

embed

into the clear coat and need a physical removal process.

That’s the job of the clay bar.

Here’s how to do it right:

Always use clay

with lubrication

(detail spray, clay lube, or soapy water)

Work in

small 2'x2' sections

, using

light, even pressure

Move in straight-line passes — no circles

Keep the surface wet and glide the clay slowly

You should

feel

the difference: it’ll go from gritty to smooth

A-Player Note:

Use your sense of touch. After each panel, gently run the back of your hand across the surface. If it’s not smooth as glass, it’s not ready yet.

If you drop the clay — THROW IT AWAY.

Never risk scratching the vehicle.

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Iron Decontamination — What Clay Can’t Reach

Final Rinse and Dry — Locking It In

Clay removes

physical

contamination. But paint is often littered with

microscopic iron particles

— invisible to the eye and untouched by the clay bar.

These come from:

Brake dust

Rail dust (from transport)

Industrial fallout

Left behind, they’ll

oxidize under the coating

, leading to failure or rust blooms under the surface.

Here’s how to apply iron remover like a pro:

Spray generously on cool, dry painted surfaces

Let it dwell for

2–4 minutes

Look for the purple bleed — that’s iron reacting

Never let it dry

— rinse thoroughly before that happens

Avoid direct sunlight, wind, or heat

DO NOT

use on raw metal or chrome unless confirmed safe.

A-Player Note:

This isn’t optional. Skipping this step means we’re coating over embedded corrosion. That’s not our standard.

Now that the surface has been clayed and chemically decontaminated, we need to rinse and dry carefully:

Rinse all panels slowly and thoroughly

Pay close attention to:

Mirrors

Emblems

Panel gaps

Windshield cowl

Door handles and fuel door

Use forced air or

clean high-pile drying towels

Blow out crevices

to prevent dripping during polish or coating

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Paint Inspection and Polish Prep

Inspect the Paint Like a Pro

Pro Tip:

Any water left hiding in trim or door gaps will eventually drip out — right onto your polish or coating.

Why It All Matters

If you don’t fully decontaminate the paint:

The polish won’t be effective

The coating won’t bond properly

The customer won’t get the results they paid for

And worse: the job will fail prematurely, even if the coating itself is high quality.

This is the difference between a rushed job and an elite one. This is how

That 1 Detailer

builds trust, earns referrals, and commands top-dollar.

Take your time. Do it right.

You’re not just prepping paint — you’re protecting a customer’s investment.

Use the sunlight or your phone light to inspect every panel. Walk around the vehicle from multiple angles.

You're looking for:

Swirl marks, light scratches, and micro-marring

Oxidation, fading, or chalky areas

Water spot etching or bug/sap damage

Previous touch-up paint or clear coat inconsistencies

Areas where paint might be failing or compromised

This is the first time the paint is fully exposed, and it will often surprise you —

even on new cars

Always document with photos

if anything looks severe or unusual.

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Choose the Right Polish & Pad Combo

Consider the Need for A 2-Step Polish

Protecting Trim, Gaskets, and Edges

Every vehicle is different, but here’s the general approach:

Start with One-Step Polish on a Wool Pad.

This combo gives a good cut and brings out shine without eating through the clear coat. Great for new vehicles too.

Test a small area first.

Make sure the combo reacts well to the paint type. If it gums up, dusts too much, or leaves haze, adjust your approach.

Use discretion on older or soft paints.

Some jobs need finesse. Others need muscle. Don’t be afraid to switch to a softer pad if needed — just get the result we’re known for.

Keep in mind:

Customers aren’t paying for perfection — they’re paying for

protection, gloss, and a visible upgrade.

If the paint looks too rough for a one-step, or there’s heavy swirling across most panels,

this is your moment to consider a 2-step polish upgrade

Explain to the customer that they’ll still get great results from the base package — but if they want to take it further, you’re happy to quote the additional work. If you’re unsure, snap a few photos and escalate to your GM.

Note:

You’re not required to sell this — but identifying the opportunity is part of being an A-Player.

We don’t tape off trim or gaskets — that’s not part of our service — but that means

you need to stay sharp.

Trim, rubber, gaskets, and raised edges can

burn, discolor, or fray

if you’re not careful.

Here’s how to protect them:

Slow down near edges.

Better to leave a tiny margin than damage a seam.

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Controlling Sling Like a Pro

What We Don’t Do

Avoid polishing directly against trim.

Tuck in close, then finish by hand if needed.

Mind the pad overhang.

Don’t let your spinning edge smack a plastic badge or molding.

Your polish should make the car

look better

, not leave behind new problems. Every customer is trusting you with their vehicle — and it’s often one of their most valuable possessions.

Smart polishing = long-term trust.

One of the fastest ways to look like an amateur — and make cleanup harder than it needs to be — is by letting your compound sling everywhere.

Why it happens:

Too much product, spinning too fast, or starting at high RPMs without spreading it first.

Here’s how to avoid it:

Use less product.

You don’t need a full circle — a few small drops on the pad go a long way.

Prime the pad.

Dab your polish onto a few points, then

spread it at low speed

before going full RPM.

Throttle instead of dial.

Use the trigger to gently feather your polisher at low speed while spreading, rather than constantly adjusting the dial. Once the polish is evenly spread,

ramp up the speed

and start correcting.

Pro Tip:

This technique saves you time and polish — and keeps your work area (and the customer’s car) clean.

The goal is to polish paint, not coat their windows and trim in white dust. A clean job is a professional job.

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Polish

Polish Overview

Let’s be clear about what we

don’t

offer:

No wet sanding

No paint touch-up or color matching

No promises to remove all scratches

No chasing perfection — that’s a body shop’s job

We focus on

improving what’s there

, not changing the original finish.

A true professional knows the difference — and communicates it clearly.

Wrap-Up

By the end of this step, you should:

Know exactly what you’re dealing with

Have selected the right pad and polish combo

Be ready to knock out a smart, clean polish that sets the stage for a flawless coating

This is the turning point between prep and shine.

Get your game face on. Let’s polish.

This is where the magic starts to show.

The polish phase isn’t about chasing perfection — it’s about maximizing gloss, minimizing visible defects, and preparing the paint to bond with the coating.

Paint Enhancement vs Paint Correction

We consider our

standard one-step polish to be paint enhancement

— not correction.

Paint enhancement

improves gloss and clarity while reducing light defects like swirls, haze, and oxidation. It’s fast, safe, and efficient — but it does

not

remove every imperfection.

Paint correction

is a more advanced, multi-step process that aims to remove moderate to severe defects with multiple polish passes and product combinations.

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1-Step vs 2-Step vs 3-Step Correction

Here’s the breakdown:

1-Step Polish (Our Standard – Paint Enhancement)

A single pass using our house polish and wool pad on a forced rotation polisher.

Targets: swirls, haze, light oxidation, dullness

Result: ~70% defect removal, increased gloss, proper bonding surface for MACH-10

2-Step Polish (Paint Correction)

Includes:

cutting pass

with a compound to remove deeper defects

finishing pass

using the same one-step polish to refine gloss

This method removes more severe defects and is sold as a premium upgrade.

When to Recommend a 2-Step Upgrade

If a vehicle’s paint is heavily worn — deep scratches, oxidation, water spots — you’re expected to speak up.

You have permission to recommend a 2-step upgrade to the customer

when you believe it’s necessary to:

Meet the customer’s expectations

Deliver a better coating result

Preserve the brand’s reputation

Be respectful, but confident. Let them know a

2-step will remove more defects and deliver a sharper final result

This service costs the customer an additional $200, and you take a 25% commission on the upsell.

If the Customer Declines

If the customer

declines

the 2-step upgrade, you still have a judgment call to make.

Instead of a gloss-focused enhancement, you may choose to:

Use the

cutting compound and pad

as your single pass

Focus on

removing as many heavy defects as possible

, even if it sacrifices some final gloss

This is a strategic trade-off — and a professional move. It tells the customer,

“We did the best we could with what we were given.”

Just make sure to:

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Polisher Types — Why We Use Forced Rotation

Manage expectations during the final walkthrough

Let them know what was addressed — and what wasn’t

Why One-Step Is Our Standard

For 80% of vehicles, our one-step enhancement polish hits the sweet spot between

value, results, and time.

The customer isn’t paying for perfection — they’re paying for a transformation. And that’s exactly what we deliver.

Our Target Result for 1-Step:

~70% reduction of light defects

High-gloss finish

Safe, even prep for coating installation

Always match your pad, polish, and pressure to the panel’s condition — and check your results constantly.

There’s a reason we only use

forced rotation polishers

at That 1 Detailer.

Every polisher behaves differently, and understanding those differences will help you deliver consistent results — and avoid disaster.

Here’s the full breakdown:

DA (Dual Action) Polishers

Motion:

Random orbital — the backing plate spins and oscillates, but isn’t gear-driven.

Behavior:

Pads tend to

stall

under pressure or on curved panels.

Heat:

Very little heat generated — safe, but slow.

Correction Power:

Low — good for wax, not for serious paint correction.

Risk:

Very safe, but too weak for our needs.

Verdict:

Not used in our system.

Why not?

It’s like trying to sand wood with a soft sponge. You won’t burn it — but you’ll be there all day. 22 of 54 https://app.trainual.com/677f0d01-d484-4d64-9cbb-9fd06cef3f9d/curriculums/1493625

Rotary Polishers

Motion:

Spins in a fixed circle around a single axis (like a drill).

Behavior:

Constant rotation = strong cut, but very aggressive.

Heat:

Builds heat quickly — especially on edges and curves.

Correction Power:

High, but dangerous in untrained hands.

Risk:

Easy to burn through clear coat, especially on soft paint.

Verdict:

Not used in our system.

Why not?

Too much risk for not enough upside. You’re more likely to create holograms or damage the finish than improve it.

Forced Rotation Polishers (GEAR DRIVEN)

Motion:

Combines a

random orbit

with a

gear-driven rotation

— meaning it can’t stall like a DA.

Behavior:

Moves like a DA (random pattern), but has constant torque like a rotary.

Heat:

Distributes heat more evenly, preventing hot spots.

Correction Power:

High enough to remove swirls and oxidation with the right pad/compound.

Risk:

Very low when used properly — it won’t burn paint, and it finishes down nicely.

Verdict:

Required at That 1 Detailer

Why yes?

It’s the sweet spot: strong, safe, and consistent. It cuts like a rotary but protects like a DA — perfect for fast-paced, high-quality jobs.

Bottom Line

Tool Type

Stall Risk

Cut Power

Safety

Heat Build-Up

Status

High

Low

Safe

Minimal

Not used

Rotary

None

Very High

Risky

Extreme

Not used

Forced Rot.

None

High

Safe

Controlled

Standard tool

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Pad Breakdown — Wool vs Foam

That 1 Detailer Standard:

We exclusively use

forced rotation polishers

for ceramic coating prep.

They allow for fast, consistent results across all vehicle types, even in imperfect conditions.

If you’re holding a tool that could burn paint — you’re using the wrong tool.

If you’re holding a tool that stalls mid-panel — you’re wasting time.

Use the one that does both right.

The polisher delivers power — but the

pad does the cutting.

Choosing the right pad determines how quickly and cleanly you can remove defects and enhance gloss.

At That 1 Detailer, we primarily use

wool and foam

— each with a clear role in our system.

Wool Pads (Our Standard)

Cut Power:

Medium to high

Finish Quality:

Clean and consistent with proper technique

Behavior:

Stays cool, clears residue efficiently, and works fast

Why we use wool for one-step polishing:

Wool pads have more cut than most foam pads — and that’s exactly why they work so well in our system.

Some techs may ask, “Isn’t wool too aggressive for a one-step?”

The answer is:

not really.

When paired with our

forced rotation machine and house polish

, wool delivers the ideal balance:

Efficient defect removal

Gloss enhancement

Reliable coating prep

We’re not cutting deep into clear coat — we’re cleaning up the finish, boosting clarity, and laying the perfect foundation for ceramic coating. Simple, fast, and effective.

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Why Dirty Pads Are Your Enemy

Foam Pads

Cut Power:

Varies by foam type

Finish Quality:

Excellent for refinement

Types of Foam:

Heavy Cut (Coarse)

– comparable to wool, but slower

Polishing (Medium)

– balanced performance

Finishing (Soft)

– high-gloss refinement for soft paint

We use foam pads when:

Performing a

2-step correction

(finishing pass)

Working on

soft or sensitive paint

Targeting a specific finish requirement

Bottom Line:

Wool pads give us the perfect blend of speed, safety, and results.

When paired with the right machine and polish, they deliver exactly what we need — clean panels, high gloss, and a surface that’s ready to lock in protection.

A filthy pad = a swirl factory.

As you polish, pads pick up

clear coat dust, spent polish, dirt particles, and paint fibers.

Left unchecked, this turns your pad into a gritty mess — one that

grinds defects back into the surface

and undoes everything you just worked for.

After Every 1–2 Panels:

Clean your pad with compressed air or a brush

Check for clumping, discoloration, or matted fibers

Swap it out if it’s loaded, caked, or burned

NEVER reuse the same pad across multiple vehicles without washing it

Why This Matters:

Skipping pad cleaning might feel like a shortcut — but it

costs you more time and effort

in the long run.

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Polish vs Compound — What We Use and When

You’ll have to go over the same panel twice

You risk introducing new swirls you’ll then need to fix

Your machine may bog down or sling polish

Your results will fall short of customer expectations — and your own

Dirty pads don’t just reduce effectiveness — they

create more problems than they solve.

You wouldn’t coat a dirty panel. Don’t polish it with a dirty pad.

Clean as you go — and save yourself the headache.

Not all polish is created equal — but at That 1 Detailer,

your choices are simple.

We stock just

one enhancement polish

and

one heavy-cut compound

across all markets. Why?

Because it eliminates confusion and keeps our system scalable, fast, and consistent.

1-Step Polish (Standard Enhancement Polish)

This is our go-to for the majority of jobs.

Cut Level:

Medium-light

Finish:

High gloss

Use Case:

Light swirls, oxidation, haze, and general dullness

Goal:

Remove ~70% of visible defects and prepare the paint for ceramic coating

It delivers clean, sharp results without chasing perfection — exactly what most customers are paying for.

Heavy Cutting Compound

(Used in 2-Step Corrections or Standalone for Wrecked Paint)

This compound is designed to remove deeper paint damage like swirls, oxidation, water spots, and etchings.

Cut Level:

High

Finish:

Good — may leave slight haze or reduced gloss on certain paints

Use Case 1:

As the

first step

in a 2-step polish

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Use Case 2:

As a

standalone pass

when the vehicle needs help but the customer won’t upgrade

It’s still safe to coat over a compound finish.

It just won’t be as glossy as a refined polish — but the defects will be dramatically reduced, and the surface will be fully protected.

Use this strategy when:

The paint is severely neglected

The customer declines a 2-step correction

You need to make the biggest visual improvement in a single pass

Why Only One of Each?

We keep it simple:

One polish

One compound

One system that works across all paint types and job conditions

No need to guess, mix, or experiment. Just use what’s in your kit and follow the game plan.

When to Use Each Product

Situation

Product

Application

Standard ceramic coating job

1-Step Polish

Light defect removal + gloss enhancement

Customer upgrades to 2-step

Compound → Polish

Heavy correction, then gloss refine

Soft or sensitive paint

1-Step Polish

Gentler pass with reduced risk of micro-marring

Customer declines 2-step, but paint is wrecked

Compound (only)

One-pass correction to remove severe defects

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Check Your Work — Constantly

Tackling Heavy Defects — Water Spots, Oxidation & More

Bottom Line:

One job, one shot — make it count.

Choose the right product, work with intention, and leave the paint better than you found it.

After each panel:

Wipe off residue with a clean towel

Check under

angled light

(not just sunlight)

Look for haze, skipped areas, or halos

Don’t move on if you’re unsure — fix it now

The goal isn’t perfection.

It’s confidence in every panel you coat.

Wrap-Up

An A-Player knows that polish isn’t about flexing skill — it’s about

executing with intention.

You’re setting the foundation for a finish that lasts years.

So:

Use the right tools

Don’t cut corners

Check your results constantly

Upsell when it makes sense

And above all — take pride in every panel

Now let’s prep that surface for coating.

Not every car shows up clean and swirl-free.

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When you see

etched water spots, dull or chalky panels, or isolated scratches

, it’s your job to adapt. You don’t need a manager’s permission — you just need good judgment and the right tools.

Types of Heavy Defects You’ll Encounter

These are common and

expected

on daily drivers:

Water spot etching

(burned into the clear coat)

Oxidation

(faded, chalky clear coat from UV damage)

Scratches

(usually from car washes or bushes)

Dullness / haze

(especially on neglected or white vehicles)

Good news:

Most of these

will come out

— if you give them the time and effort.

Focus Correction: Do the Work

If you notice

small areas of visible damage

during polishing — stop and fix it.

Use:

Slower, focused passes

Moderate to firm pressure

Extra time on the affected spot

Even the edge of your pad if needed (carefully)

This is called

spot treatment

, and it’s expected of every technician.

You are

responsible for identifying and correcting these issues

— even if it takes longer. Customers will notice the difference, and it’s what separates us from average shops.

Be Careful:

Don’t build too much heat — it can

burn clear coat

Don’t let the

plastic edge of the polisher

contact the panel

Clean your pad often to avoid dragging grit across the paint

You’re there to improve, not to rush.

What Might Not Come Out

Some damage

can’t be fixed by polishing

, including:

Clear coat failure

(peeling, bubbling, flaking)

Deep scratches through the clear

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Polishing Glass

Texture or pitting in repainted panels

Orange peel

(textured, bumpy clear coat from factory paint jobs)

This is a defect in the

paint application itself

, not the surface. Polishing won’t remove it — it can only be leveled through

wet sanding

, which we do not perform.

In those cases, don’t waste time — just do your best and explain the issue during your final walkthrough.

When It’s More Than Just a Few Spots

If the

whole car is dull, oxidized, or covered in swirls

Recommend a

2-step polish upgrade

if you catch it early

If the customer declines,

switch to the heavy cutting compound

for your single pass and focus on removing as much damage as possible

You’re still going to coat the vehicle — but it’ll be

cleaner, clearer, and glossier

because you adjusted.

A-Player Mindset:

You’re not just following steps — you’re reading the paint and responding with skill.

Own your results. Spot what others would ignore. And put in the effort where it counts.

Most damage will come out.

You just need

pressure, time, and the right mindset.

Glass isn’t off limits — but it plays by different rules.

Whether you’re removing light water spots or restoring clarity to dull windows, polishing glass takes the right blend of pressure, patience, and moisture management.

Mindset First:

This isn’t a “maybe” step — it’s a

customer-wow moment.

When done right, polished glass

dramatically boosts the look and feel

of the final result. Think of it as the cherry on top.

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Polishing Plastic (Don't Do It)

Pad:

Use a wool pad for optimal cut and spread

Product:

You can use your standard compound or a

glass-specific polish

like Ceriglass if available

Polisher:

Stick with forced rotation for control and consistency

Pressure:

Apply

heavy, even pressure

across the surface

The Pro Tip That Changes Everything: KEEP IT WET

This is where most techs get it wrong.

Glass

gets hot FAST

— especially in the sun or under the friction of a polisher. When your compound

starts to chalk up

, it’s game over. It stops working, and worse, it can

leave haze or micro-marring

behind.

Here’s what to do:

Spray water frequently

onto the pad or surface while polishing

Keep the compound

wet and cool

to maintain its cutting ability

Work in

small sections

and wipe clean between each pass

If the compound dries out — stop immediately and reapply moisture.

Caution: Don’t Overheat the Glass

You can generate enough heat to

warp the glass

— especially on front windshields or older vehicles. If the glass feels hot to the touch, back off and let it cool before continuing.

Final Notes:

High pressure is okay — but don’t stay in one place too long

Keep your pad clean and flat

Wipe residue off with clean towels to inspect clarity after each pass

Customer Tip:

Let the customer know you polished the glass.

It’s something

almost no one does

, and it can

lead to higher tips

and better reviews.

It might feel tempting to hit every surface with your polisher — but when it comes to plastic trim, the answer is

don’t.

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Polishing Side Mirrors (Don't Do It)

Why It Matters

Plastic isn’t like paint. It’s softer, more heat-sensitive, and

can permanently discolor, haze, or warp

under the friction of a polisher. That’s not a risk we’re willing to take — especially on a vehicle someone just paid $1,000+ to protect.

What Happens When You Polish Plastic?

You can

burn the surface

and cause a permanent white haze

You may

strip factory coatings

that protect it from UV rays

You might create

shiny patches

that look worse than before

On textured trim, polish can get stuck and turn chalky — making it nearly impossible to clean

Even light pressure can

ruin the look

of plastic parts in just seconds.

What Not to Do

Never polish plastic trim

, door handles, textured fenders

Never “just test it out”

— plastic doesn’t give you a second chance

What to Do Instead

If you get polish on it by accident

, clean immediately with APC and a towel

Use trim dressing

at the end of the job to restore and enhance black plastics (covered in a later step)

Pro Tip:

Customers often don’t notice faded trim —

until you make it worse.

Part of being an A-Player is

knowing when to hold back.

Avoiding damage is just as valuable as creating results.

It might seem like a good idea to polish the mirrors to remove water spots or improve clarity —

don’t do it.

The reflective surface on mirrors isn’t like normal glass. It’s backed with a delicate

silvering layer

that can be

destroyed

with just a few passes of your polisher. 32 of 54 https://app.trainual.com/677f0d01-d484-4d64-9cbb-9fd06cef3f9d/curriculums/1493625

Polishing PPF

What Is Desilvering?

Desilvering is when the reflective backing

peels, flakes, or burns off

, leaving a patchy, cloudy surface behind the glass. Once it’s damaged, it’s permanent — and there’s

no way to fix it.

You’ll usually see this as:

Black spots around the edges of the mirror

Cloudy patches that don’t wipe off

A general dullness that ruins the reflection

What Not to Do

Never polish the glass on side mirrors

Never apply pressure or compound

to these surfaces

Don’t test a corner to “see what happens”

— desilvering can start with even the lightest pressure

What to Do Instead

If the mirror has water spots, use a

water spot remover gel

(lightly!) and

rinse thoroughly

If the mirror looks worn,

leave it alone

— polishing will only make it worse

Always

manage expectations

with the customer. Let them know that water spots on mirror glass may be permanent, and it’s better not to risk further damage

A-Player Mindset:

You’re not just here to make things shiny — you’re here to

protect the vehicle.

Knowing where to draw the line is what separates pros from amateurs.

If the vehicle has PPF,

you can still polish it

— but your approach needs to change.

The Goal Is Gloss — Not Correction

Unlike paint, PPF can’t be polished to remove swirls or defects. The material is too soft

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Final Prep + Inspection

IPA Wipe

and self-healing to respond to aggressive correction.

Instead, your objective is to

boost clarity and gloss

with a gentle touch.

How to Polish PPF Safely

Use a

soft finishing pad

(foam or light microfiber)

Pair it with a

finishing polish

— not a cutting compound

Work in

low-speed passes

with

light pressure

One or two passes is all you need to bring back shine

Avoid edgework. Never run your pad across seams or film edges. You could lift or tear the film.

What Not to Do

Don’t use wool pads or heavy compounds

Don’t attempt to correct deep swirls or oxidation — it won’t work

Don’t linger too long in one spot, or you’ll burn the film

Remember:

This is a

cosmetic enhancement

, not a correction.

We’re showing the customer care and detail — not trying to “fix” the film.

CTA: Keep It Clean, Keep It Subtle

When you see PPF, switch into finesse mode.

A light polish is all it takes to bring it back to life — and show your customer we know what we’re doing.

Before coating, the paint must be completely clean — not just to the eye, but on a chemical level. That’s where the IPA wipe comes in.

This is your last line of defense against leftover oils, polish residue, or contaminants that could prevent the ceramic coating from properly bonding to the paint.

How to Perform an IPA Wipe: 34 of 54 https://app.trainual.com/677f0d01-d484-4d64-9cbb-9fd06cef3f9d/curriculums/1493625

Panel Walkaround

Use a clean microfiber towel with fresh isopropyl alcohol (diluted appropriately)

Work in small sections, spraying the panel and wiping immediately before it flashes

Flip or replace your towel regularly — dirty towels just smear the oils around

The goal is not to soak the panel, but to lightly lift away any invisible residues.

Why It Matters:

If the paint isn’t fully stripped of oils, your coating may not bond. That can lead to premature failure, high spots, or customer complaints — all of which are avoidable if this step is done right.

Pro Tip:

Use a flashlight or inspect the panel at an angle — you’ll often see haze or smearing if polish oils are still present.

Once the IPA wipe is complete, it’s time for a

panel-by-panel visual check

. This is where you catch any missed spots, inspect your polish work, and confirm the surface is ready for coating.

This is your moment to

slow down and be proud of the work you've done

— or catch what still needs fixing.

How to Perform the Walkaround:

Look at each panel from multiple angles

Check for leftover polish, smearing, high spots, or haze

Look closely around emblems, trim, and edges

Run your hand over the paint — it should feel smooth and consistent

If something looks “off,” go back and fix it. Don’t assume the coating will cover it. It won’t.

Why It Matters:

A great polish is what gives the coating its “wow” factor. If your finish is uneven, dull, or hazy — the coating will lock it in. You want to coat

great work

, not

okay work

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Confi rming the Vehicle Is Ready to Coat

Coating Installation

Anchors & Application Zones

A-Player Standard:

You should be confident enough in your finish that you’d take final photos

right now

and show them to the customer. That’s the mindset.

Everything until now has been prep — and this is your final gate before sealing it all in.

Once ceramic is applied, whatever’s underneath is locked down. So take a moment to slow down, inspect every panel, and make sure you’re truly happy with the condition.

Your Final Checklist:

All polish residue removed

IPA wipedown complete

Trim and emblems wiped clean

No sling, compound dust, or haze

Tools, towels, and coating bottles staged

You’d be proud to post this on Instagram

Permanent Damage? Say Something Now

If any scratches, etching, oxidation, or other defects couldn’t be resolved during your prep and polish —

this is your moment to let the customer know.

Be polite but honest.

“Hey just wanted to give you a heads-up — there’s a spot on this panel that didn’t fully come out with polish. I’m going to coat over it as-is so it’s protected, but I didn’t want you to be surprised later.”

This small step

builds trust

and avoids last-minute confusion or dissatisfaction.

A-Player Move:

Don’t rush. This final check is your quality guarantee. Confirm that your work is dialed in — or fix what isn’t. A-Players take pride in every job, every time.

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This is the moment everything leads up to.

You’ve decontaminated, polished, inspected — now it’s time to lay down the protection that the customer paid for.

Applying ceramic is not just about following instructions — it’s about focus, care, and rhythm.

Anchor Points: Always Know Where You Are

Before you start applying ceramic, choose a few consistent “anchor zones” around the panel. These are fixed points you’ll return to for visual reference and process flow.

Good anchor zones include:

Center of the hood

Driver’s front fender

Roof midpoint

Rear quarter panel

Anchor zones keep you

oriented

, help you

track coverage

, and ensure you don’t skip panels or double coat unnecessarily.

Application Zones: Break It Down to Stay Consistent

We coat the vehicle in logical, overlapping sections. A-Players never rush the process — they respect it.

Here’s the typical breakdown:

Hood

(split into two halves)

Front bumper

Driver/passenger sides

— broken into:

Front door

Rear door

Lower rocker panel

Quarter panel

Trunk or rear hatch

Roof

(split side to side, front to back)

If the vehicle is small or oddly shaped, adjust accordingly. The key is consistent, manageable zones that let you work with control and confidence.

Remember: Start With the Hood

It’s your largest and most visible panel. Starting here builds momentum and lets you check how the product is flashing. 37 of 54 https://app.trainual.com/677f0d01-d484-4d64-9cbb-9fd06cef3f9d/curriculums/1493625

Flash Times and Environmental Factors

You’ll get your rhythm here — then keep it moving panel by panel.

Pro Tip:

If you ever get lost mid-job, return to an anchor zone. It’ll help you regain orientation and double-check your progress.

A-Player Mindset

Ceramic coating isn’t hard — it’s easy to mess up when you're distracted. Breathe, take your time, and own each panel like your reputation depends on it.

Because it does.

Timing is everything when you’re coating.

Flash time determines how easy the product is to level, how well it bonds — and whether you’re set up for success or correction work.

But here’s the twist:

flash time isn’t fixed.

It depends on your environment.

Heat, Humidity, and Wind — Know Your Conditions

High Heat

(80°F+): Speeds up flash time. Product may start flashing within 10–15 seconds. You’ll need to move faster.

Low Temps

(below 65°F): Slows flash time. Product may need a few minutes minutes before leveling.

High Humidity

(above 60%): Often shortens flash time. Watch for early sweating

Direct Sunlight

: Avoid it. It can cause

uneven flashing

, product dry-out, and high spots.

Wind

: Can cause product to flash unevenly or too fast. Find shelter when possible.

Golden Rule:

Don’t guess. Test.

MACH-10 flashes differently than most.

You won’t see a rainbow or iridescent shimmer like some other coatings. Instead, MACH-10 begins to

“sweat.”

You’ll notice

small bubbles or beads

rise to the surface. That’s your signal. The coating is ready to be leveled.

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How to Apply Ceramic the Right Way

Here’s how to manage it:

Watch the surface closely

starting 30–60 seconds after application

In high heat or low humidity, flash may happen faster — as little as

20–30 seconds

In cooler or humid conditions, it may take up to

2–3 minutes

If you wait too long, MACH-10 will harden, and removal becomes difficult

If you wipe too early, the coating may not bond properly — reducing durability

When you see that, it’s ready to level.

Too early?

You’ll smear the product.

Too late?

You’ll fight to remove it — or worse, leave a high spot.

Quick Tips for Field Adjustments

hot days

, work in smaller zones (2x2 ft or less)

If the product flashes too quickly,

cool the panel

with a clean, slightly damp microfiber (then dry)

cooler days

, give it more time — and resist the urge to wipe too early

Don’t coat multiple panels at once

unless you’re 100% confident in the flash behavior

A-Player Reminder

There’s no ego in testing. Apply a test section on the hood first — and dial in your rhythm

before

you start moving around the vehicle.

You only get one shot at first contact.

The goal: full coverage, clean leveling, and zero contamination.

Applying MACH-10 Ceramic Coating is more about discipline than speed. Take your time. The coating only works if it’s applied correctly — and customers are paying for perfection.

How to Apply Using an Applicator Pad

Apply several drops

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What to Coat — And How to Go Above and Beyond

Box out your section

— define a 3x3 ft square, hood section, or body panel depending on size.

Using light, consistent pressure, apply in a

crosshatch pattern

First horizontal passes

Then vertical passes

This ensures no missed spots and even distribution.

Apply like you're mowing a lawn: deliberate, methodical, complete.

Buffing It Off the Right Way

After the proper flash time (look for the "sweat" — small bubbles or an oily rainbow haze):

Use two towels

: one to level, one to buff. Both must be clean and unused.

Buff inward

, toward the center of the panel:

This keeps you from accidentally dragging excess product into surrounding areas and creating high spots.

Think of it like blending — always work ceramic in and contain it.

Pro Tip:

Swap towels often. Ceramic will build up and can streak or reintroduce product if reused too much.

Why it Matters

Proper technique is everything. Rushing leads to high spots. Poor buffing leaves haze or contamination. And if you miss a section? That spot has zero protection.

By mastering this technique:

You elevate quality

You reduce touch-ups

You build trust with the customer

This is where your A-Game shows. The result should look as good under the sun as it does under a spotlight.

At That 1 Detailer, you’re expected to

coat more than just the paint.

Here’s what gets coated on every job — and where you can go above and beyond to elevate the experience.

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What You Are Always Expected to Coat

These surfaces should be coated

on every job

— no exceptions:

1. Painted Surfaces

All exterior body panels, bumpers, doors, roof, hood, trunk, and mirror caps (if painted).

2. Exterior Glass

Windshield, windows, and sunroof — every job, every time.

3. Exterior Plastic Trim

Black textured trim, mirror housings, bumper plastics, and the

face

of grille plastics (skip deep or complex grille patterns).

4. Gloss Black Trim

Like B-pillars or gloss mirror caps. These are prone to high spots — coat lightly and level carefully.

5. Headlights & Taillights

Quick coat helps prevent fading and yellowing.

6. Wheels (Faces Only)

Just the visible face unless otherwise noted. Skip the barrels unless the customer paid for it.

7. Stock Emblems, Decals, & Chrome Trim

Any factory-applied badging, decals, and chrome accents should be coated as part of every job.

Bonus Areas (Optional, but Strongly Encouraged)

These aren't advertised — but they

seriously impress

customers when mentioned.

1. Inside the Gas Cap

Quick win. Easy to clean and coat. Mention it during the walkthrough.

2. Top of Rear Bumper (Under Hatch)

Open the trunk or tailgate and coat the upper surface of the bumper that’s normally hidden.

3. Door Jambs

Always clean them. Only coat if:

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High Spots

What Are High Spots — And Why They Matter

You want to go above and beyond for a tip

4. Aftermarket Accessories

Roof racks, snorkels, add-on trim, etc. — coat them

only if you feel confident and it adds value.

Not required.

Do Not Coat:

Wiper blades

Rubber door seals

Fabric tops or trim

Matte wraps

Any surface you're unsure about — ask first

Final Walkthrough Tip

Use this line at the end of your job:

“There are a few extra things I went ahead and coated for you — like the gas cap, the trim, and the top of the bumper under the tailgate. It’s not part of the standard service, but I like to make sure everything’s protected.”

Say it warmly and confidently. Customers love it — and they tip for it.

A-Player Mentality

You’re not just coating a car. You’re building trust, showcasing pride in your work, and giving people more than they expected.

Coat what matters.

Add value where you can.

Make them feel like they got more than they paid for.

High spots are areas where the ceramic coating cured unevenly. Chemically, they’re the result of excess product flashing too long before it was fully leveled or removed. Once

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How to Fix High Spots

that excess cures, it forms a

thin, hardened film

on the surface — creating a visual inconsistency.

They’re most visible under sunlight or directional lighting, showing up as:

Oily smears or streaks

Dark blotches

Rainbow sheens

Stubborn “smudges” that won’t wipe away

They happen for a few key reasons:

Applying

too much product

to the panel

Not

leveling evenly

after application

Letting it

flash too long

before removal

Using

dirty towels

or reusing the same side

Rushing through the process instead of checking your work

In short: high spots are the residue of inattention.

But the good news? They’re completely avoidable — if you slow down, use clean towels, and check your panels after coating.

A-Players don’t just coat the car. They coach the outcome.

Take the extra few minutes to get it right the first time. It’s always easier than going back.

Caught it right away? You’re golden.

If you spot a high spot while you’re still on site and the coating hasn’t fully cured:

Lightly reapply a drop of coating to your applicator

Gently rub over the high spot to

re-activate

the coating

Let it sit for a few seconds — just until it flashes again

Use a

clean microfiber

towel to level and buff it off

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What to Say to the Customer If One Slips By

Didn’t catch it until later? Here’s the move.

If the customer reaches out a day or two later and you see a hardened high spot:

You’ll need to

polish it out

Use a clean pad and our standard polish to carefully cut through the cured coating in that area

Then

reapply ceramic coating

just to that panel (not the whole car)

It’s extra work — but it’s also your chance to show the customer what we’re made of. We don’t hide mistakes. We own them, fix them, and leave people wowed.

Pro tip:

If you’re not sure whether something is a high spot or just a streak, lightly spritz the panel with water or panel wipe. If it disappears, it’s likely a residue. If it stays, it’s a high spot.

Keep your eyes sharp. Mistakes happen — but A-Players know how to bounce back fast.

Transparency builds trust. Defensiveness breaks it.

If a customer points out a high spot after the job — or you notice one before they do — the best thing you can do is acknowledge it

immediately and professionally.

Here’s how to approach it:

“Thanks for pointing that out — that’s called a ‘high spot,’ and it happens when a little excess coating hardens before we level it. It’s just a visual thing, and totally fixable. I’ll take care of that for you.”

That simple.

Then take action.

If you’re still on site and it’s fresh, re-level it as outlined in Step 2.

If it’s hardened, let them know you’ll come back and polish it out.

“No worries — I’ll swing back out this week, polish that section, and reapply the coating there. We guarantee the job, so I’ve got you.”

Why this matters:

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Quality Control

High Spot Check

Trim & Tire Shine

This step isn’t just about fixing a spot — it’s about reinforcing our values:

Extreme Ownership:

You didn’t wait for someone else to handle it

Accountability:

You admitted the error, didn’t deflect, and made it right

Kaizen:

You learn from it and dial in your technique next time

Every conversation is a chance to build customer loyalty. Own the moment, and you’ll keep customers for life.

High spots are the number one reason customers request a redo — and they’re 100% preventable.

These are streaks or dark/rainbow patches of un-leveled coating. You’ll most often find them:

Around curves, body lines, and trim edges

On vertical panels that flash quicker

When using dirty towels or rushing the buff-off

Use your flashlight or the reflection of sunlight to inspect each panel thoroughly. If you find one:

Polish it out lightly

Reapply ceramic only to that area

Rebuff and recheck

Never leave a high spot behind. They always get noticed.

Now it’s time to make the car

pop

Carefully apply trim dressing and tire shine for that showroom-ready finish.

Don’t overdo it — wipe off excess for a clean, even finish.

If it rained or the tires are still wet, towel dry them first.

Wipe down any light overspray on the body or windows.

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Final Vehicle Review

Photo Documentation

Noting Complications

This step gives the final product its “wow” factor. It’s a small touch that delivers a big impression.

Once the coating is applied, your job isn’t done.

This final check is what separates us from the amateurs. It’s your last chance to catch anything a customer might see — before they do. A-Players take pride in

finishing strong

Before you touch a towel or take a photo, stop and step back.

Take a slow walk around the vehicle like it’s your own. Check it from multiple angles, crouch down, catch the reflections in the sun —

really look at it

Ask yourself:

Does this look like a $1,500+ job?

Would I be thrilled if this were my car?

Your goal here is simple: catch anything that would make the customer hesitate before leaving us a 5-star review.

Photos protect you, promote us, and prove the job was done right.

Take 10 high-quality photos:

Front, back, and both sides

Diagonal shots to show gloss

Any particularly impressive panels or reflections

Use natural lighting when possible. Clean your lens. Show off your work with pride.

Upload these photos to Fieldd — they’re used for marketing, training, and customer peace of mind.

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Closing Out

Notify of Completion in Advance

Customer Walkthrough

If anything weird came up — log it.

This could be:

Customer questions or concerns

Paint issues, permanent defects, trim or badge failure

Weather interruptions or coating limitations

Upsells or second-vehicle discussions

Leave a clear note in Fieldd and ping your manager if anything needs follow-up. If it’s not written down, it didn’t happen.

If the customer is planning to be home for the final walkthrough, send them a message

at least 45 minutes before finishing

to let them know you’re wrapping up. This ensures they’re ready and not caught off guard.

Respect their time. Give them a heads-up.

The final walkthrough is your moment to

build trust

celebrate the results

, and

leave a lasting impression

. This is one of the most memorable interactions the customer will have with our brand—make it count.

Start by inviting the customer out to walk around the vehicle with you. Be warm and confident. Point out areas that were especially challenging and explain how you approached them. Celebrate the wins—highlight where the paint really popped, where heavy water spots were removed, or where trim was restored. Show your work and take pride in the transformation.

Next, review any

pre-existing

permanent

damage you discussed earlier. Confirm that those areas did not improve and explain why. This shows honesty and consistency, which builds credibility.

Finally, invite the customer to take a moment to inspect the vehicle themselves. Ask if anything looks off or if they have any questions. This demonstrates humility and creates 47 of 54 https://app.trainual.com/677f0d01-d484-4d64-9cbb-9fd06cef3f9d/curriculums/1493625

Warranty Registration

AfterCare Instructions

an opportunity to resolve any small issues before they become larger ones.

What Not to Do:

Rushing the walkthrough or skipping it entirely

Avoiding mention of areas that didn’t turn out perfect

Tips:

Make it conversational, not transactional. Try:

“Let me show you what we did today—this section had a lot of water spotting and now it’s crystal clear. Over here, the trim really came back to life. This door still has a few etchings we talked about earlier, but we cleaned and coated it fully.”

Then:

“Take a look around and let me know if anything looks off or if you have any questions. I want to make sure you’re totally happy before I pack up.”

Don’t just end the job—close the experience with trust and pride.

Let the customer know you’ll be registering the warranty for them. Collect the necessary information and complete the submission.

Let them know that warranty information is posted on our website and was included in their confirmation email. These resources are the best places to find accurate and comprehensive warranty details.

If they have any specific questions, feel free to let them know that referencing the official guides is the best practice—you don’t want to accidentally give incorrect information.

Be helpful, be honest, and guide them to the most accurate info.

Explain to the customer that proper aftercare is key to protecting their investment and maintaining that jaw-dropping finish. The best and easiest way to care for their ceramic

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Cash Handling & Customer Payments

coating is by using our

MACH-10 Maintenance Spray

, which is available for purchase on our website. This spray is designed specifically for ceramic-coated vehicles and makes quick cleanups fast, easy, and effective.

Let them know:

They

can also use a rinseless wash

or other gentle methods, but a maintenance spray is typically the

fastest and most reliable

way to keep things looking pristine.

Never use a tunnel wash

or abrasive brushes—these will damage the coating.

The coating is strong, but not invincible—

we recommend wiping the vehicle down every two weeks

to keep it contaminant-free and glossy.

Remind them:

Our

complete aftercare guide

is available on the website and was also included in their confirmation email. If they have specific questions, guide them to that resource to ensure they’re getting the most accurate information.

What Not to Do:

Giving off-the-cuff or incorrect advice

Failing to mention tunnel washes are off-limits

Acting uncertain when asked about proper care

Try:

Say something like:

“For best results, we recommend using our MACH-10 Maintenance Spray every couple of weeks—it's fast and made just for this type of coating. You can find it on our website, along with our full aftercare guide. And if you’re ever unsure, it’s always best to check there instead of taking chances!”

The coating is elite—but even legends need upkeep.

We keep things simple — and traceable.

To protect both the technician and the customer,

we do not accept cash payments for services.

Here's what you need to know:

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Maximize Reviews and Tips

What’s Allowed

Electronic payments only

: Customers must pay via the Fieldd app by credit or debit card

You may accept tips

: Cash or check tips for

you personally

are fine — and always appreciated.

What’s Not Allowed

Never collect service payments in cash

Never tell a customer it's okay to pay cash

Never offer to "handle it later" or "take it now and give it to the office"

Even if the customer insists —

politely decline

and refer them to the office.

What to Say

If a customer offers to pay in cash:

“I’m not able to accept cash for the service. Our office handles all payments electronically — I’d be happy to have them reach out to you directly if needed.”

If they push back:

“I totally get it, but that’s not something I can help with. Let me have someone from the office give you a call.”

Why It Matters

Handling payments electronically protects

you

the customer

, and

the business

. It ensures we can track payments, apply warranties, and avoid any confusion or conflict.

If you ever have questions or concerns about payment issues —

drop a note in Slack or contact your manager.

Once the job is complete and the vehicle looks incredible, it’s time to seal the experience with a final human touch: the ask. This is where a stellar service turns into a glowing review—or a little extra in your pocket.

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Let’s be clear:

everything you’ve done up to this moment determines your odds of getting a tip or review.

Customers who feel taken care of, understood, and impressed are the ones who go out of their way to thank you.

Here’s our recommendation:

Ask for the tip first

. Our office team will handle the review follow-up automatically.

How to Do It Right:

Have your

Fieldd tip screen open and ready

Let the customer know you’ll be closing them out and ask:

“Is the card on file good for today’s payment?”

Then smile and say:

“Thanks again! You’ve got the option to leave a tip here—it’s totally optional but always appreciated!”

Show them the screen and give them a moment.

Remember:

You’re not begging. You’re offering.

If the experience was excellent, most customers will gladly leave something behind to thank you.

What Not to Do:

Avoiding the tip conversation out of discomfort

Asking awkwardly or without confidence

Assuming the customer

won’t

tip, so you don’t ask

Forgetting to tell them they’ll get a review link

Try:

Practice your script. Keep it light, confident, and grateful. Every customer interaction should end like a handshake: strong and warm.

Say something like:

"I’ll go ahead and close you out—card on file good? Awesome. You’ll see a spot to tip here if you’d like, totally up to you, but it’s always appreciated! And you’ll also get a link to leave a 5-star review once I finish closing things out."

Let them choose how they want to thank you.

We’ve seen it time and time again: the technicians who earn tips keep earning them. Those who don’t… usually don’t.

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Final Cleanup and Goodbye

Managing Customer Satisfaction

Your Role in Customer Satisfaction

Tips and 5-stars are earned, not asked for. Earn the moment.

Your job isn’t over until the last impression is made—and that includes the space you leave behind.

Start by doing a full cleanup of the workspace: dispose of trash, organize your gear, wipe down any surfaces you touched, and make sure the area is left

better than you found it

. If you moved anything (like hoses, bins, or outdoor furniture), return it exactly as it was.

Once the workspace is clean, return

all customer property

, including

car keys

, and double-check your gear. Leaving behind tools—or worse, customer keys—can undo an entire day’s worth of great work.

Let the customer know the job is complete and thank them sincerely. Remind them that while you’re the one they saw today, we’re a full team behind the scenes. If they have any follow-up questions, direct them to our

main office line or email

—don’t give out your personal contact, and let them know you won’t be monitoring the Fieldd line after the job is closed.

What Not to Do:

Leaving wrappers, water bottles, or compound splatter behind

Forgetting to return car keys or leaving your gear in the customer’s yard

Saying “text me if you have questions” or promising you’ll follow up personally

The Fix:

Check your area: no trash, no drips, no gear left behind.

Return the vehicle and any keys to the customer.

Thank them genuinely, and let them know they can reach the office for any needs.

Confirm the job is closed out in Fieldd before leaving.

Clean exit. Clear contact. Confident goodbye

Customer satisfaction is the heart of our business. Occasionally, things don’t go as expected—and when that happens, your calm, confident, and empathetic response can 52 of 54 https://app.trainual.com/677f0d01-d484-4d64-9cbb-9fd06cef3f9d/curriculums/1493625

make all the difference.

The best way to handle issues is to

prevent

them through a phenomenal experience from the start

. If customers trust you and like the way you show up, they’ll be far less likely to explode when something doesn’t go perfectly.

But when concerns do arise—how you respond is everything.

Scenarios You Might Encounter:

Customer contacts you to cancel

Let them know you don’t handle scheduling but will immediately notify our Success Team to help them reschedule.

Customer isn’t available at the time of service

Try calling. If no answer, post in Slack and await further instruction before proceeding.

Customer is upset about expectations or results

Stay calm and composed. Acknowledge their concerns, be empathetic, and let them know our team will follow up to resolve the issue.

Never argue, escalate, or match their frustration.

Customer asks detailed questions about warranty, aftercare, or chemical data

If you know the answer with certainty, explain it clearly and simply.

If you’re unsure, don’t guess. Say:

“That’s a great question—and I want to make sure you get the most accurate answer. I’ll have someone from our team follow up with all the details.”

Your Role:

You are expected to:

Attempt to answer or resolve issues when you know the correct information

Escalate the moment you’re unsure or unqualified to answer.

Never provide guesses or made-up answers to avoid hard conversations.

Giving false information is a fast track to broken trust—and that’s not an A-player move.

Always remain calm and professional, even if the customer is upset. If they’re angry or defensive, don’t match their tone. Acknowledge the frustration and assure them someone will follow up to help. If the right team member isn’t available right away, say: 53 of 54 https://app.trainual.com/677f0d01-d484-4d64-9cbb-9fd06cef3f9d/curriculums/1493625

Escalating Issues

“I’ve passed this along, and someone from our team will follow up shortly to get it resolved.”

You’re not expected to know everything. You’re expected to care, stay calm, and connect honestly.

Problems are unavoidable. Explosions are not. Prevent them through trust, empathy, and professionalism.

When an issue is above your pay grade—or you’re unsure of the right answer—knowing how to escalate properly ensures we can keep delivering 5-star service without skipping a beat.

How to Escalate:

Start with Slack

: Post clearly in the relevant channel (or DM your manager/success team) with a description of the situation.

Tag appropriately

: Use

to notify the relevant people (Manager, Success Team, etc).

If urgent and no reply in Slack

: Start calling. First your Success Team contact, then your Manager, then up the chain as needed.

What Not to Do:

Sit on a serious issue hoping someone else will notice

Guess at a solution to avoid making a call

Say nothing when a customer needs help or clarity

Your Role:

Use your judgment—but don’t let pride stop you from asking for help

Stay calm, provide context, and tag the right people

Be a relay, not a roadblock

We don’t expect perfection—we expect proactivity.

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💰SALES TRAINING PROCESSES

Scheduling

Sales Team Scheduling Responsibilities

Booking Through the Link

Jobsite Requirements

Calendar Visibility in Fieldd

Current Technician Schedules

Service Areas

Hours

Pages

Follow