25 minute read
CASE STUDY
by EndeavorBusinessMedia-VehicleRepairGroup
QUICK ON YOUR FEET
Don’t let one problem throw off the work flow
BY PETER SUCIU
WE'VE ALL BEEN THERE ONE TIME OR another. The day is going along fine and then a wrench is thrown into the works. "The best-laid plans of mice and men often go awry," or more simply put, no matter how carefully we may plan, something could go wrong. Though it is impossible to see every problem that may come along, a business leader knows that panicking is never an option.
Instead, it is time to think like a Marine—consider how to improvise, adapt and overcome. "Some significant and successful moments of my adult life in the fast lube business in some ways evolved from quick-on-your-feet moments," explains Pete Frey, shop owner of Take 5 Oil Change in Covington, Louisiana.
Even as the leader, Frey also says that he knew to call in the talents of his team of all-stars, and in this case, he has asked them to weigh in and share their thoughts on how a shop can keep things rolling smoothly when things simply don't go as planned.
The Challenge The business model for most fast lube operators is to provide a quality service to the customer as quickly as possible. The industry is built on this model, and most days, the business of the shop will run smoothly. Then, there are those days when something happens.
Suddenly it isn't a normal day, and it is time to hit the "don't panic" button. "The unexpected is something you don't expect, honestly, but it certainly can impact your workflow and change the experience for every customer in the shop if you're unprepared," warns Blake Dunaway, Take 5 Oil Change's training manager, who has lived through plenty of those days. "We've all been there. Summer heat, 1 p.m. lunch rush, cars stacking out the bays and maybe onto the drive," says Dunaway. "Any myriad of things
could happen and today the threads came out of an oil pan. At this moment there are so many things to take into consideration. How is this customer feeling about the situation and what are you going to do to fix the car? The customers behind them are now waiting in the summer heat. The flow of great service and fast oil changes has now stopped and for a split second you are at a standstill."
This is when the team needs to improve, adapt and overcome.
Gather the team, and consider how you can tackle the obstacles at hand, one by one based on the immediate first. Like a great coach or a platoon leader, you need to position the staff where they need to be. Keep moving forward, and don't panic.
Customers never want to see panic. A problem doesn't stop the clock, it doesn't stop the day—just needs to be addressed.
The Solution In wartime, men and women might win medals following such high-pressure moments, while in sports there are MVP trophies. For the fast lube team there likely aren't such recognitions, but keeping the workflow going and the customers happy is the clear path to that day's victory.
The first consideration may be whether the risk even outweighs the reward. No shop can stock everything—especially today—so when a Lotus or Ferrari rolls up, maybe you can't take on the job. "We all try to meet our customer's needs but sometimes it's like running against the wind. Availability of parts, logistics, supply shortages, trucking and basic transportation problems are only exasperating things," Dunaway explains.
Yet, because of those supply chain bottlenecks, even seemingly "common" parts can be in short supply. "We attempt to carry what makes sense according to inventory turns while targeting the type of vehicles we service frequently," adds Take 5 Oil Change's shop manager James Hodge. "If we run into a situation where we do not have the customer's oil filter, we have a few options," he says. "One; we would call our local parts store and get one from them ASAP. If they have the filter in stock because they are so close, they will bring it to us. On some occasions, we may send a staff member over to them pronto, while we start the service on the customer's vehicle."
Regardless of whether something broke during service or the shop lacks a part to get the job done quickly, communication should absolutely be part of the solution.
Customers shouldn't guess why a job is taking too long, because they may come to think that it is business as usual and you've instantly lost a potential repeat client. Instead, be direct, explain the situation; and sometimes, the customer may be told they'll have to wait.
It happens, and in the new post-pandemic new normal most people understand the situation. "In worst-case scenario if our local auto parts stores do not carry the filter, we will write the filter number down with the customer's information, order it from our main distribution source, or a back-up if needed then call the customer as soon as we receive it," says Hodge.
To ensure that the work-flow isn't disrupted, it may be necessary to even move a vehicle from the bay. But always keep a professional decorum and positive perception, which can go a long way in gaining the respect of all of the customers.
The Aftermath You win some; you lose some. Either way, the sun will still come up tomorrow, and such bad days should be considered valuable life lessons, and learning experiences. In addition, these moments should be discussed by the staff to determine what may have gone wrong, and how not to repeat past mistakes. "Our crew works similarly to a football team," says Trent Wood, the shop's assistant manager, who has also earned a reputation for being the "king of calm."
Here is where every "Monday morning quarterback" and "armchair general" can get a say in the future strategy. "Although we hope every service goes without issue, the occasional hiccup is inevitable," Wood adds. "We steer our senior technicians and management team on the vehicle's we know are difficult or require special care to perform the service properly. We also do not miss an opportunity to teach and coach the staff up."
The Takeaway Again use those bad times and even missteps as future teachable moments. This can include coming up with new procedures that may not have been previously considered, while you also know what to avoid.
This can include determining who is the best-inclined technician for a particular problem, suggests Take 5's general manager Doug Bell, who adds, "The manager on duty should make the customer aware and comfortable."
Following such problems, all employees will know how to respond in the future. That can further include communication with the customer, and letting them know your plan to resolve a problem. Moreover, anything you've encountered once can be used as a precedent for similar issues. It can also help shops prepare a checklist of what to do as well as what not to do.
In addition, seeing that you can resolve even a serious problem can help instill customer confidence that they've chosen the right shop to do the work. "Remember the importance of your shop culture, which dictates the customer perception of your business and your staff," says Frey. "Your customers have a lot to gain if we achieve excellence as an industry."
Ultimate Quick Lube
Products and services you need to run a more effi cient and profi table quick lube operation
Autel / Devon / Mighty Auto Parts / RelaDyne / Solid Start/True Brand
Autel’s TPMS Solution
It’s no coincidence that Autel has become the world’s leading supplier of a ermarket Tire Pressure
Monitoring System (TPMS) sensors in the last several years. Autel credits its success to a comprehensive approach to the industry by becoming the only company producing TPMS tools and sensors.
With the repair process in mind, Autel designs, engineer and manufacture all its TPMS products. This comprehensive approach gives the company total control over the tools and sensors’ continuity, quality control, and functionality.
Autel’s universal programmable 1-Sensor has truly dominated the a ermarket TPMS industry. Autel considered the repair process and developed its sensors with technology that would make TPMS more effi cient. Autel developed a dual-frequency universally programmable sensor with a press-and-release valve stem needing no tool for installation. The 1-Sensor can emulate 315 MHz and 433 MHz frequencies (314.95, 433.95, and 434 MHZ are also supported) and can be programmed to replace 99 percent of the TPMS sensors on today’s vehicles. So that’s one-part number to service nearly every
TPMS-equipped vehicle that enters the bay. Batch programming is a feature Autel pioneered and is not off ered elsewhere in the industry. Current Autel TPMS tools can program up to 20 sensors at once, with each sensor having its unique ID. Fleet managers love this feature as they can pre-program in batches and always have them ready on the shelf.
Autel’s latest tool, the MaxiTPMS ITS600 underlines Autel’s commitment to its customers with tools that offer expanding capabilities and increasing value. A sleek, lightweight touchscreen Android tablet, the ITS600 performs every aspect of TPMS service, including activation of all-known sensors, system diagnostics, 1-Sensor programming providing 99 percent vehicle coverage, and displays vehicle-specific position Relearn instructions. Autel’s TPMS tools’ interface has for years enabled technicians to perform these tasks easily and consistently. And the ITS600 gracefully improves upon these TPMS services’ efficiency. Recent software updates give the ITS600 expanded tire service capability. The tablet’s Tire Identification Number (TIN) scan function enables a real-time safety check for the customer’s current vehicle tires. And the DOT tire registration feature (available with a separate CIMs tire registration subscription) and a method to ensure your shop complies with government regulations when selling new tires. The TIN is the string of six to 13 numbers or letters marked on the tire sidewall following the letters DOT (Department of Transportation) identifying, among other things, the tire’s manufacture date (week and year). After scanning the TIN, the ITS600 will display a replacement recommendation if applicable.
TIN registration is another ma er and one whose responsibility has shi ed over the years between seller and consumer. The FAST Act of 2015 made it mandatory that the tire seller register just-purchased tires on behalf of the customers. The goal, of course, is to alert customers of a tire recall and get those tires off the road. Eightyfi ve percent of recalled tires are believed to be still out there. The ITS600 brings the capturing and registering of the TIN into the modern age, eliminating the hassle of mailing in postcards and reducing the possible transcribing errors (40 percent of registrations are invalid because the TIN was incorrectly wri en). The ITS600 makes compliance easy: Input the tire information and the customer’s contact information, and tap submit.
Autel’s comprehensive approach to TPMS—universal programmable sensors teamed with function-rich tools— makes servicing this vital vehicle safety system not just more effi cient but also more lucrative.
Devon Industries was created in 1988 to serve the growing quick lube industry. Over the past 30+ years they have been the leader of innovative products such as the EZ-Glide© pit covers. EZ-Glide pit covers were designed and patented by one of the company’s original founders, Ken Miller. Today, Devon is recognized as the premier provider of quality, innovative automotive equipment and service for the quick lube industry. Based in Oklahoma City, Devon still custom fabricates catwalks, tool boards, podiums, pit covers, oil gun racks, Blazer Li s, and more for both independent operators and nationally recognized chains.
Their most recent innovation comes in the form of an oil evacuation machine. This top side fl uid evacuation machine allows operators to perform oil changes without the need for a pit. Even be er, an oil change with top side fi lter can be completed in 3-4 minutes on most vehicles. With three pump designs (stationary single, portable single, and stationary dual), our customers can provide oil and other fl uid changes without requiring bo om-side access for most vehicles. The customer’s oil is collected in a clear reservoir which provides both a visual for the consumer as well as a clear measurement of how much fl uid was extracted for the technician.
To accommodate the ever-changing needs of the quick lube industry, Devon continues to custom design equipment to fi t the needs of single-bay, tandem-bay, multi-bay and multi-service facilities. You’ll recognize Devon’s quality products in thousands of locations across North America. Devon custom manufactures and installs catwalks and full store systems to the exact size and footprint needed, while also providing ancillary equipment needs such as air compressors, oil guns, reels, pumps, and oil and air plumbing for a turnkey experience. Devon provides unique insight and expertise for any new project, expansion, or remodel, and will design a complete solution based on your drawings and plans. Devon supplies the best top-side equipment in the industry. The EZ-Glide pit covers are the standard for safety in pit covers across North America. Knowledgeable sales teams help spec and size your pit cover needs for any opening. Assistance with completing the appropriate dimension form found on devonlube.com is available. Lube dispensing racks are manufactured in the Oklahoma City warehouse with a wide range of dispensing meters for any budget. Devon’s point-of-sale podiums are welded, powder coated and packaged in Oklahoma City with both traditional and space saver options available. Devon manufactures a line of step stools to help your technicians safely get to those hard-toreach spots on larger trucks.
In the pit, custom catwalks are designed to ensure the best fi t for every quick lube facility. Devon off ers either open or gator grip decking, durable welded steel frames, rust-proof galvanized steel components and double guide drain pan rails. Catwalks are perfectly designed to work in tandem with the EZ-Glide pit covers and Devon’s drain pan rail system provides an easy and effi cient experience for your technicians. Additional features can be built into the catwalk to facilitate a clean, ergonomic workfl ow. This includes oil fi lter dispensers for be er organization and tool boards that provide an instant visual evaluation of your tool inventory. Devon’s installation teams can deliver, cut, and fi t shelving systems in the pit for all your storage needs. Based on your facility a variety of bulk tank options are available and nationwide teams can have tanks, lines, and pumps installed in a ma er of days.
Devon carries the low-rise Blazer Li . Rated for 9000 lbs, it is ALI-certifi ed and fi ts with the EZ-Glide pit covers. It can either be installed as a fl ush mount during the construction of a facility or retro fi ed in existing facilities. Additionally, they carry the RIZR system, rated for up to 9000 lbs as well. Should an in-ground or low-rise system not fi t your facility, two and four post above ground li s are available. For integration with both existing and new pits, rolling pit jacks (RPJ) off er the perfect space saving solution in a low-profi le design.
Devon’s commitment to superior service provides multiple avenues to get answers to your questions. Sales teams are available via phone (800-468-1970) and email (sales@devonlube.com). The updated website is a quick and easy resource for new or existing customers. Worksheets are available to aid in our custom services include catwalk sizing, vehicle li placement, safety net and EZ Glide pit cover sizing. Devon off ers references to product warranty forms and provides one to 3 year product warranties on everything they make.
You won’t fi nd a be er option for quality supplies and services for all your quick lube equipment needs! Call us today at 888-500-0353.
Mighty Vs7® Engine Shield™ With Advanced Fluoro-Ceramic Cermilon® Technology
Provides superior protection and ultimate performance!
The new Mighty VS7 Engine Shield Treatment is the most advanced engine treatment available on the market today, incorporating many years of research in lubricant technology with the latest In Ceramic
Fluoropolymer technology.
This two-pronged approach provides ultimate lubrication enhancement, with the most effective anti-wear technology available.
First, the carrier oil utilizes a performance additive package that was initially developed to stabilize synthetic oils in the most extreme conditions experienced in NASCAR and NHRA. The performance of this carrier oil lubricant has been tested and proven throughout the motorsports world for many years.
When Mighty VS7 Engine Shield is installed with conventional or synthetic motor oil, this carrier will dramatically enhance the oil’s lubricity and performance, helping to reduce thermal breakdown and keep the oil performing at peak levels for the entire oil cycle. The harder the engine works, the be er the oil will perform. The carrier will also give the oil be er adhesion properties, helping to reduce dry and cold starts.
The second aspect of the treatment is the advanced Cermilon® Polymer. Suspended in the carrier oil, the Ceramic Fluoro Polymer circulates with the oil, burnishing at the metal-to-metal contact points in the engine, reducing drag and heat, and dramatically reducing the wear in an engine. Most engines will run as much as 20˚F cooler engine temperatures, translating to increases in overall performance and effi ciency.
Cermilon® is the fi rst polymer available that combines ceramic and Fluoropolymer technology at the molecular level, making it more durable and heat resistant than any other polymer in this fi eld. The ceramic component will also help dissipate the heat in the engine. This helps the polymer endure the harsh conditions in the engine and give a much more eff ective treatment.
Mighty VS7 Engine Shield will work well with all oils and in any engine, gasoline or diesel.
Most everyday drivers will experience an increase in fuel effi ciency, reduced engine temperature and oil consumption, and a much more responsive engine. For performance enthusiasts and racers, VS7 Engine Shield will also help increase horsepower and stabilize oil pressure.
This new addition to the VS7 family of products truly sets a new bar for lubrication technology for Mighty, and will continue our standard of excellence in customer satisfaction!
Ask your Mighty Rep about this revolutionary new product today! When Mighty VS7 Engine Shield is installed with conventional or synthetic motor oil, this carrier will dramatically enhance the oil’s lubricity and performance, helping to reduce thermal breakdown and keep the oil performing at peak levels for the entire oil cycle. The harder the engine works, the better the oil will perform. The carrier will also give the oil better adhesion properties, helping to reduce dry and cold starts.
DuraMAX is a Modern Shop Solution
Achieve Millennial loyalty through superior products and value
Kevin Weaver is living his best life.
At 57 years old, he’s in be er shape than he’s been in years—he’s cut some carbs and dropped more than 50 pounds well ahead of his fall schedule.
Weaver is also operation manager of In-N-Out Lube, the two oldest quick lube service stores in Fort Worth, Texas. One was built in the mid-seventies, and the one he operates was constructed about ten years later.
So what’s the secret to long-term success deep in the heart of Texas?
“If I knew that, I’d make a million bucks!” he laughs. “Finding people to work in the industry, maybe—the right people. Employee retention. I’ve been lucky to surround myself with smart people.”
But smart people can only do so much—when they’re equipped with smart products, increased revenue isn’t a possibility; it’s a certitude.
Adapting with the Industry
Weaver began his shops’ relationship with DuraMAX (a RelaDyne brand) about ten years ago and hasn’t looked back. They began as his shops’ secondary supplier and he cites excellent supply-side customer service as an added bonus.
But the industry changed (as it always does) and his primary supplier kept raising prices and Weaver wasn’t able to off er the same value to his customers and soon looked to his secondary option as a primary supplier and partner.
“DuraMAX kept the price on synthetics and semi-synthetics low and always fair,” he says, “which allowed us to not enforce dramatic price hikes on our customers. As competitors raised their prices, mine didn’t go up nearly as much—they went up $5, I went up $1. It kept me in the market.”
Weaver notes that today’s customers aren’t brand loyalty fanatics like many of the drivers of old; instead, they’re value and experience connoisseurs who look to Google and Yelp to fi nd what they need. He also says that RelaDyne has exceptional products across the board and has helped lower his cost of goods.
“Pricing is important, of course,” he says, “but today’s drivers just want to make sure the car runs. RelaDyne has always been exceptional, and the signage package was great. They help with tanks and anything else we need—it’s a really great and appealing program.”
And that program delivers. Weaver carries all the DuraMAX oils, oil fi lters, air cabin fi lters, coolants, wipers and more. He even carries some of their secondary lines, such as Rain-X, “and if they don’t have it or can’t get it to us, they’ll fi nd someone who can or provide a similar product at negligible cost and inconvenience to the store.”
Now, Weaver is able to foster a consistently loyal customer base who trust his products and, in turn, trust him and his team to provide high quality quick lube service.
“Once you have a consistent clientele who trust your prices, that’s defi nitely good for business,” he says.
“DuraMAX has increased our profits. We can keep good quality products without paying premium prices, and in this market that’s a good thing. If you buy fi lters through an outside supplier, it could be 50 percent higher than this time last year.”
Weaver says that switching oil providers didn’t aff ect car count in any way and that In-N-Out Lube anticipates ge ing through another pandemic summer without a single hiccup; in fact, they’re having a great year.
“We always want to improve,” he says, and that the business model and services off ered by RelaDyne and the DuraMAX line of products is the future of the industry.
“I recommend them to everyone,” he adds, “and though they have a smaller foothold in Texas, this is where the market is going. I see competitors’ prices, show others what I pay and everyone benefi ts. They’re competing with big companies and helping us be successful in the process.”
It’s been a banner year for Weaver and In-N-Out Lube, and with a partner such as RelaDyne, who knows what’s next? Maybe that million-dollar secret.
To learn more, check out reladyne.com.
Grow Your Shop with One Product
True Brand off ers a more eff ective, more effi cient, and more profi table induction service
“This thing really is a game-changer,” Jason Weicht, Solid Start’s director of sales, says. “We’ve seen such a huge impact in the shops that are utilizing it. It’s really exciting.”
NOLN recently sat down with Weicht to discuss the one change he recommends to every shop owner and manager.
“That’s easy,” he says. “Our pressurized canister induction service—hands-down the easiest and most profi table change any shop can implement.
“Compared to the plastic IV-style drip bo les that most shops use when performing a fuel-system or induction cleaning service, the pressurized canister service wins easily in every metric imaginable,” Weicht says. “Besides the obvious fact that the metal canister looks far more professional when performing the service, it also saves time, eliminates the stress of fi nding the proper vacuum source, adds in the benefi ts of a thro le plate cleaning, and removes any chance of fl ooding the catalytic converter. All of these add up to a more profi table shop.”
The True Brand Pressurized Canister utilizes shop air to pressurize the metal canister and deliver a consistent atomized mist of their GDI Induction Cleaner directly to the thro le body via the S-Hook delivery system. This cleans and lubricates the thro le plate to eliminate a sticky gas pedal without harming the thro le-position or mass-air sensors. While this is a great benefi t over the traditional IV-style drip bo le application, Weicht says that the effi ciency of the pressurized canister service is where shops are seeing huge benefi ts.
“Our in-market testing shows the pressurized canister service consistently takes less than half the time of a drip bo le service,” Weicht says. “While a drip bo le service takes an average of around 20 minutes to complete – and that doesn’t include the extra time it might take tech to search for and fi nd a proper vacuum source - our pressurized canister service takes around seven minutes at max to complete. This means that the shop can essentially perform two to three times more services per day a er they switch to the pressurized canister.”
According to Weicht, many techs end up using the brake booster for the drip bo le style service because it’s the easiest vacuum source to fi nd and has good vacuum pressure. However, around 80 percent of the time, that’s the wrong source and will dump the cleaner into the last valve and fl ood the catalytic converter. “This results in poor cleaning and possible catalytic converter damage,” he says. “Since our pressurized canister always delivers the cleaner through the thro le body via the s-hook, this eliminates the chance of not hi ing all the valves, the possibility of fl ooding the catalytic converter, time wasted searching for the correct vacuum source and the possibility of accidentally pulling a coolant line. Additionally, with newer vehicles using plastic vacuum lines, we are seeing more incidents of techs accidentally breaking the lines and shops having to replace them. With the pressurized canister, you don’t have to worry about any of that.”
In addition to increased effi ciency and eff ectiveness, the pressurized canister service also off ers the shop the option to benefi t from an increase in service price, thanks to the addition of the thro le plate cleaning to the typical valve and injector cleaning benefi ts of a drip bo le service. Weicht says that this is an option that he discusses with each shop when reviewing the benefi ts of the pressurized canister.
“Since they’re adding another layer of cleaning to the service, they can—if they wish—charge more,” he explains.
The market seems to agree with Weicht:
Mark W., the general manager of a seven-store franchise group, states, “The customer perception and improved satisfaction with the price of the service is 10 times be er using the True Brand pressurized canister. It just carries a be er-perceived value because of the application, something you can also show the customer.”
Chris D. manages a fi ve-store group in Eastern Idaho and loves how simple and effi cient the service is for his techs to perform. He says, “No questions on how my tech is supposed to perform the service… and it works like a charm!”
With its time-saving and revenue-generating benefi ts, True Brand’s pressurized canister service is changing how shops approach ancillary services. If you’d like more information on implementing this easy and profi table service in your shop, contact your True Brand representative or call 877.290.3950.
MAKE ONE SMALL CHANGE FOR HUGE PROFITS
“This thing really is a game-changer. We’ve seen such a huge impact in the shops that are utilizing it. It’s really exciting.” -Jason Weicht, Director of Sales - Solid Start, Inc.
More Effective! More Efficient! More Profitable!
Are you having difficulty choosing the proper vacuum source? Take the guess work out of it and perform a “PROFFESIONAL FUEL SYSTEM SERVICE” right every time! In-market testing shows the True Brand SGX113 pressurized canister service consistently takes less than half the time of a drip bottle service. While a drip bottle Fuel System/Induction service takes an average of around 20 minutes to complete, the same service using the SGX113 takes about seven minutes, allowing you to perform two to three times the amount of services per day. Call today to make one small change that equals HUGE profits!
True Brand Products are specifically formulated to help your customers stay on the road longer!
Truth:
“Small changes can make huge destination differences.” - Sean Covey
Use Kendall® GT-1® High Mileage Booster.
When a customer comes in with a high mileage vehicle, do more than just recommend the right oil. Go the extra mile and offer Kendall GT-1 High Mileage Booster. Add it to Kendall full synthetic or synthetic blend motor oils and retain their API and ILSAC licenses. This gives you premium high mileage options that take up less space and incur less expense than carrying a single bulk high mileage oil. See how it can boost your pro ts at KendallHMB.com. KendallHMB.com.
