NOLN - November/December 2024 by Endeavor Digital Editions

HIRE ATTITUDE FOR HIGHER

TATUM: PREPARING FOR A SUCCESSFUL 2025

Two quick lube operators reflect on the past year (and look at what’s ahead)

STATE OF THE SHOP

Setting

Standard In South Dakota’s Black Hills, Bryon Keil and wife Michelle operate

quick lube focused

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ADVERTISERS/PRODUCT INDEX

American Petroleum Institute (API) (14)

AutoCenter Sales (4)

Bartec USA (43)

BendPak (51)

BG Products (32, 40)

C.A.T. Products (Run-Rite) (10, 33)

Devon Industries (12)

Idemitsu Lubricants America (13)

ISI Software (52)

ITW Global Brands (34, 46)

Mighty Distributing System (8, 35 )

Milton Industries (16)

800.874.5793

855.977.9732

800.261.7729

800.961.6228

800.872.8921

888.500.0353

800.922.3099

800.378.7891

800.829.3900

800.231.1525

PAMA (17 ) 916.329.1888

RelaDyne (44)

Roth North America (48)

Royal Purple (21)

Samson Corporation (47 )

Service Pro / AIOD ( 7, 36)

Solid Start (3, 37, 49)

Valvoline (2, 29, 38)

888.830.3156

888.266.7684

828.686.8511

800.313.2463

877.290.3950

859.357.7303

EDITORIAL

EDITORIAL DIRECTOR Chris Jones

EDITOR Hanna Bubser

ASSISTANT EDITOR Kacey Frederick

CONTRIBUTING WRITERS

Adam Tatum, Joanna Johnson, Carol Badaracco Padgett

EDITORIAL ADVISORY BOARD

Lenny Saucier, DIRECTOR OF RETAIL TRAINING, FULLSPEED AUTOMOTIVE

Pete Frey, OPERATOR, TAKE 5 OIL CHANGE

Adam Tatum, DIRECTOR OF OPERATIONS, VIRGINIA GROUP

Bill Floyd, OPERATOR, LUCAS OIL CENTERS

SALES

PUBLISHER Greg Smith gsmith@endeavorb2b.com

ASSOCIATE PUBLISHER Andrew Johnson ajohnson@endeavorb2b.com

ASSOCIATE SALES DIRECTOR Mattie Gorman-Greuel mgorman@endeavorb2b.com

DIRECTOR OF BUSINESS DEVELOPMENT Cortni Jones cjones@endeavorb2b.com

ACCOUNT EXECUTIVES

Diane Braden dbraden@endeavorb2b.com

Marianne Dyal mdyal@endeavorb2b.com

Chad Hjellming chjellming@endeavorb2b.com

Lisa Mend lmend@endeavorb2b.com

Annette Planey aplaney@endeavorb2b.com

Kyle Shaw kshaw@endeavorb2b.com

Sean Thornton sthornton@endeavorb2b.com

ART AND PRODUCTION

ART DIRECTOR Erin Brown

PRODUCTION MANAGER Mariah Straub

AD SERVICES MANAGER Jen George

ENDEAVOR BUSINESS MEDIA, LLC

CEO Chris Ferrell

COO Patrick Rains

CRO Paul Andrews

CHIEF DIGITAL OFFICER Jacquie Niemiec

CHIEF ADMINISTRATIVE AND LEGAL OFFICER Tracy Kane

CMO Amanda Landsaw

EVP ENDEAVOR BUSINESS INTELLIGENCE Paul Mattioli

EVP TRANSPORTATION Kylie Hirko

VICE PRESIDENT–VEHICLE REPAIR GROUP Chris Messer

LETTERS TO THE EDITOR

Send letters to news@noln.net

Endeavor Business Media does not accept responsibility for advertising content.

22 STATE OF THE SHOP

Taking a pulse on quick maintenance

Understanding where shops stand BY

HANNA BUBSER

No Bells. No Whistles. Just Service. Bryon Keil’s Speedy Lube focuses on what customers want and little else.

6 ONLINE

Louisiana Take 5 Oil Change shop sold for $1.5 million

9 NUMBERS

Where do gross sales go?

QUICK HITS

11 INDUSTRY INSIGHT

Preserving a family legacy

15 AROUND THE INDUSTRY

Several quick lube brands rank in Franchise Times top 400 list

18 QUICK LUBE Q&A

Amber Kossak of Solid Start SERVICE

39 PIT STOP

Liability basics that can save your business

41 LEADERSHIP

The keys to promoting powerful performers

45 CASE STUDY

Don’t let your data leave you in the dust

COLUMNS

20 REPAIRING FAIRNESS

Planning for those who don’t BY JOANNA JOHNSON

50 FROM THE SHOP

Moving into a new year BY ADAM TATUM

LOUISIANA TAKE 5 OIL CHANGE SHOP SOLD FOR $1.5 MILLION

Driven Brands has sold a Take 5 Oil Change location in Walker, Louisiana, to D.M. Walker Holdings.

The shop, which was acquired for $1.5 million, is located about 20 miles outside Baton Rouge, and is now under new ownership after the sale announced in November, according to a report by Greater Baton Rouge Business Report.

The Take 5 location in Walker opened in 2023.

Walker Holdings was represented in the transaction by Darrell Bode, who was listed in a filing with the Secretary of State’s office as the registered agent and an officer for the organization. Bode is part of A-1 Service, a Jefferson, Louisianabased provider of commercial mat rental services and facility supplies.

REPORT: VALVOLINE, EXXONMOBIL AMONG KEY PLAYERS IN GROWING ELECTRIC VEHICLE BATTERY COOLANT MARKET

Increased demand for EV battery coolant products, a growing customer base, and technological advancements have contributed to this segment of auto care products growing

As electric vehicle adoption grows, major players are beginning to emerge in the EV battery coolant market, according to a report from Coherent Market Insights.

The organization’s report, “Electric Vehicle Battery Coolant Market,” looks at the current competitive landscape, segmentation, geographical expansion, revenue, production, and consumption growth within the market for EV battery coolants.

Current Pace of Growth

Factors including increased demand for EV battery coolant products, a growing customer base, and technological advancements have contributed to this segment of auto care products growing.

CoherentMI valued the current EV battery coolant market at $2.12 billion and expects it to grow to $2.74 billion by 2031, at a compound annual growth rate of 3.8%.

Key Players in EV Battery Coolant Products

The report covers leading global EV battery coolant market players and manufacturers to give perspective on existing competition in the market.

Based on its findings, CoherentMI included BASF SE, Valvoline Inc., ExxonMobil Corporation, Shell Group, and GS Caltexa among the biggest names in the EV battery coolant market right now.

THE NOLN PODCAST

Head online to check out NOLN’s library of podcast interviews. Hear from quick lube leaders about new strategies, service stories, and innovative operations that push the industry forward.

Listen to all the episodes and subscribe at: noln.net/podcasts.

NOLN NEWS

Have you subscribed to the newsletter? NOLN will send the latest industry news, strategies and profiles straight to your inbox.

WHERE DO GROSS SALES GO?

As goes the quote from the 1996 film “Jerry Maguire,” “Show me the money!”

BY HANNA BUBSER

Sales are important to track. A well-rounded shop owner knows not only how their gross sales break down, also but how those gross sales are used.

According to results from the 2024 NOLN Operator Survey, 27% of respondents put their percentage of gross annual sales dedicated to quick maintenance services at 90%-100%. In terms of gross sales use, 30% of respondents report the cost of goods as a top category.

GROSS SALES BREAKDOWN

What percentage of your gross annual sales are comprised solely of quick maintenance services (45 minutes or less)?

The pages of NOLN are full of stories from shops that are way above average. Check out noln.net

PRESERVING A FAMILY LEGACY

With his parents always dreaming of being business owners, Reggie Cunanan shares how he took over what they built and learned to lead

BY KACEY FREDERICK

FAMILY OPERATIONS ARE FAR from uncommon in the quick lube industry, but the difficulties that come with it are not always discussed. Working alongside someone like a sibling brings a trust no one else can—but, like any sibling, it also means they know how to push your buttons.

For Reggie Cunanan, operating two SpeeDee Oil Change shops in California has been a family endeavor for the past two decades. It’s something that’s been a great benefit to him, but that has also required firm boundaries and learning to assert himself as his own person.

Though his father owned the business, the Cunanans’ journey

with SpeeDee began with the eldest son getting a job as a lube tech at the SpeeDee in Milpitas, California. His brother got to know the owner and learned he was planning to retire.

When Cunanan’s father heard of this, he was immediately interested in taking over the business. He didn’t have an affinity for working with vehicles as much as he did for starting his own business alongside his wife, which had been a dream of theirs ever since they came to the U.S. from the Philippines.

“My mom and my dad always wanted a business. That’s what they always talked about, that’s always been their dream,” says Cunanan.

In March 2002, Cunanan’s father

took ownership of the store. Coming from a management role within a telecommunications company, he began refining all the processes throughout the shop and ensuring he had a competent staff.

Meanwhile, Cunanan’s mother worked the front desk, where her outgoing, friendly personality made her a favorite with customers.

“My mom loves to talk to people, so she was an instant hit because she was one of our cashiers. Oh, God— everyone came in to see my mom,” says Cunanan.

It wasn’t until later, in 2006, when his father decided to open a second location, that Cunanan would be brought into the fold.

Finding Your Footing

After 10 years of working in customer support for Cisco, Cunanan left to join the family business, finding the increased job security more appealing. Though he knew little about automotive work, he used what skills he did have to succeed in this new field.

“I went in there blind, not knowing what the heck I’m doing—I didn’t even know how to do oil changes at the time, to be honest with you. But I did know customer service,” Cunanan recalls.

Cunanan was meant to fill a managerial role at SpeeDee, but before he could assert himself, he needed to learn the basics and earn the respect of the more experienced technicians he would be working with—especially once his father began stepping

away from the business and letting Cunanan gradually take a more dominant role in its operations.

At first, Cunanan mainly worked at their second location in Pleasanton, California, while his father maintained the Milpitas store. The two had quite different atmospheres, with most of the Pleasanton staff being in their 20s and those at the Milpitas shop being in their 50s and 60s.

Though it was intimidating to take a leadership role among many who were older than him after his father stepped back, the more Cunanan proved he knew what he was doing, the more comfortable he and the entire team felt with his direction. Cunanan’s father affirmed his role too, deferring employees who came to speak with his son.

It was something Cunanan had

known was coming, having been primed to take over the shop from the very beginning. The insight his father provided into how the shop operates and a strong line of communication between he and his parents were undoubtedly assets for him— but there were many other aspects of running a business that he had yet to discover.

Learning to Lead

While Cunanan knew exactly what to do with customers and the shop’s operations, he didn’t realize just how much backend work there was until he took over; especially with regard to regulatory compliance like waste management and safety inspections. There’s always a level of anxiety, though, as he views himself as continuing the success his father began.

Don’t feel guilty taking time off. You need to re-energize, you need to realign yourself, and then come back to the shop with a good attitude ...”

–REGGIE CUNANAN

It’s too much for any one person to handle, which is why Cunanan has learned the value of having reliable managers and team members in place.

Working with family members, especially older ones, can make it awkward when in a position of authority over them. Having a third party to help relay messages to the team can help alleviate that dynamic. Though not related to Cunanan by

blood, the manager of the Pleasanton store has been working with him for so long, he considers him to be part of his family and is often the point of contact between him and a family member when there’s a problem.

“With my uncle being older than me—he’s 60—telling him what to do, knowing that he’s my uncle and my mom’s brother, is definitely a challenge,” shares Cunanan.

All in the Family

For Cunanan, the benefits of working with family outweigh any cons. He knows them, understands how they think and work, and can count on them to be there.

This is especially important for when life events come up; whether it’s picking up the kids or having to make an appointment, colleagues

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you’ve already established a strong bond with are more willing to help out when needed.

Despite this, Cunanan cautions others working in family businesses to not feel guilty for having to enforce boundaries.

When you work with family, it’s easy to feel you’re letting someone down when you take some time away from work—but everyone needs and deserves time devoted to their life outside the business, and keeping a balance between work and personal lives doesn’t stop being important no matter who you work with.

“Don’t feel guilty taking time off. You need to re-energize, you need to realign yourself, and then come back to the shop with a good attitude, instead of having that feeling of being trapped,” Cunanan says.

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API-LICENSED ENGINE OILS

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SEVERAL QUICK LUBE BRANDS RANK IN FRANCHISE TIMES TOP 400 LIST THIS YEAR

Several automotive service and quick lube brands ranked in this year’s Franchise Times’ Top 400 list.

The annual list recognizes the top 400 largest U.S.-based franchise systems based on global systemwide sales in conjunction with five months of research and reporting.

Of the top five fastest-growing industry sectors, automotive came in at fourth place, having experienced a +10.2% growth in the past year. Franchise Times’ Top 400 last year also showed significant growth for oil change service centers in 2022, as well.

When looking at quick maintenance brands, Valvoline ranked the highest in spot No. 40, followed by Jiffy Lube at No. 46 and Midas at spot No. 51.

Take 5 Oil Change ranked at No. 69 this year, marking continual growth from its spot at No. 87 on last year’s list, and No. 137 in 2022.

FullSpeed Automotive saw two of its quick lube brands make this year’s list, with Grease Monkey placing No. 188 and SpeeDee Oil Change & Auto Service placing No. 294. It marks a 54-spot advancement from last year for Grease Monkey, with SpeeDee moving up 40 spots in the list.

Rounding out the list at spot No. 313 was Strickland Brothers Oil Change.

LAWSUIT ALLEGING OIL CONSUMPTION IN GENERAL MOTORS ENGINES DISMISSED

BY COLORADO JUDGE

A Colorado judge recently dismissed a class action lawsuit claiming excessive oil consumption in General Motors’ Generation IV 5.3L V8 Vortec 5300 LC9 gasoline engine, according to GM Authority.

Plaintiff Roy White claimed that defective piston rings in the Vortec V8 engine of his 2011 GMC Sierra truck were leading to it consuming an excessive amount of oil and damaging the engine.

The lawsuit covers 2011 through 2014 model year Chevy Avalanches, Chevy Silverados, Chevy Suburbans, Chevy Tahoes, GMC Sierras, GMC Yukons, and GMC Yukon XLs.

Initially, GM argued that the case should be dismissed due to a threeyear statute of limitations in Colorado law, but this was rejected by Judge Charlotte N. Sweeney.

“There is a genuine fact dispute over whether GM fraudulently concealed the alleged Oil Consumption Defect,” said Sweeney.

GM followed with another argument for dismissal—this time, on grounds that expert testimony was needed due to jurors not being familiar with the technical issues the case entails. Sweeney agreed with this stance and moved to dismiss the case.

This lawsuit is the most recent of several GM has faced alleging excessive oil consumption from its vehicles. One lawsuit in Ohio also involved alleged oil consumption in GM’s Vortec engines, and just this past summer, GM reached a settlement related to oil consumption in its 2.4-liter Ecotec engines.

OIL CHANGERS ACQUIRES CALIFORNIABASED AUTOLUBE EXPRESS OIL CHANGE

Oil Changers has announced the addition of four new California locations in a recent press release.

Multiple new locations were brought into the Oil Changers brand with the acquisition of AutoLube Express Oil Change, a quick lube provider based in the greater Sacramento area.

According to AutoLube’s website, the company has operated stores

in Fair Oaks, Elk Grove, Lodi, and Roseville—which will now run as Oil Changers locations.

Additionally, Jason Lyon of Auto Lube will join Oil Changers as a territory business director with the company. Serving as vice president of the Preventative Automotive Maintenance Association and named PAMA Operator of the Year at this year’s iFLEX show, Lyon is deeply involved with the quick lube sector.

“I’m very excited to join an organization that shares the same core values as the company we built,” said Lyon. “Oil Changers is the fastest growing company in the quick lube industry right now and this provides a lot of advancement opportunities for our dedicated staff.”

Other recent expansions for Oil Changers include the launch of four stores in Missouri and a location coming to Amarillo, Texas, next year.

RELADYNE ENTERS

MULTI-YEAR

PARTNERSHIP WITH FULLSPEED AUTOMOTIVE

RelaDyne has announced the beginning of a multi-year partnership with FullSpeed Automotive to provide the company’s aftermarket automotive brands with DuraMAX products, according to a press release.

As part of the partnership, RelaDyne will provide DuraMAX lubricants and ancillary products for FullSpeed’s brands, including Grease Monkey, SpeeDee Oil Change & Auto Service, and Kwik Kar.

“With RelaDyne’s expanded nationwide footprint, superior control over a vast supply chain, and advanced technology and analytics, our portfolio of brands is strategically positioned to leverage these systems to drive profitability and growth,” said FullSpeed Automotive CEO Rob Lynch.

LUCAS OIL PRODUCTS UNVEILS INDIANAPOLIS HEADQUARTERS TO PUBLIC

Lucas Oil Products unveiled its new headquarters in Indianapolis to the public, reports the Indianapolis Business Journal.

The company first announced plans to relocate from Corona, California, a couple of years ago—where it’s been since its founding in 1989.

Its new HQ, a two-story office building at 3610 River Crossing Parkway, was acquired in 2023 for $9.5 million. The building, called Three Rivers Crossing, is in Keystone Office Park, north of the Fashion Mall at Keystone and just south of Interstate 465.

Since 2020, Lucas Oil Products has invested $30 million in its oper-

ations in the state, which includes renovations to the building as well as a new grease plant in Corydon, Indiana, that opened earlier this year.

Seventy-five employees are expected to staff the Indianapolis headquarters. While employees are already working on the property, the public was officially welcomed into the new HQ on Nov. 12.

“For me, this move feels like we are truly coming home, which is the best feeling of all,” said Lucas Oil Products CEO Morgan Lucas. “Indiana is where I was born, and I am so excited to be raising my family here now. As a second-generation, family-led business, I have already seen how Lucas Oil Products is stronger together, and we are proud to call Indianapolis our home.”

HIGHLINE WARREN UNVEILS NEW LOGO FOR BLUEDEVIL AUTO CARE SOLUTIONS AT AAPEX

Highline Warren revealed a rebranding of its BlueDevil Auto Care Solutions product line at AAPEX, according to a press release.

Having first announced a new corporate brand at AAPEX 2023, the update to BlueDevil includes a new logo and brand assets.

The new logo will be rolled out to retail stores beginning in early 2025, along with a refreshed website going live in the first quarter of 2025.

“The updated brand is rooted in extensive research and consumer testing–all of which helped shape the timeless yet modern look that reflects where we will take the brand in the future,” said Highline Warren Chief Marketing Officer Carrie Giaimo.

KENTUCKY TAKE 5 OIL CHANGE REOPENS AS CORPORATE LOCATION

After a pause in operations, a Take 5 Oil Change in Owensboro, Kentucky, has reopened, reports The Owensboro Times. The store is located on the south end of Frederica Street opposite a former mall. It was once the site of a Grandy’s restaurant.

After four months of operation, the store initially closed this past March, reportedly over unforeseen legal circumstances with a franchisee.

Having reopened under corporate ownership, the shop will perform the same services as before. For the next month, customers will also be offered a 50% discount on all oil changes.

“Everything we could service before, we can service again,” said store manager Darren Mikel. “We handle oil changes, replace small maintenance items, do radiator flushes, replace wiper blades, just the whole nine yards.”

VALVOLINE GLOBAL RELEASES FIRST PREMIUM FULL SYNTHETIC GEAR OIL PRODUCT

Valvoline Global Operations has released what it’s calling its first-ever super premium full synthetic gear oil, according to a press release.

The new product, Valvoline Extended Protection Full Synthetic Gear Oil, is advertised to offer four times as much gear wear protection as Valvoline Daily Protection Gear Oil.

Intended for passenger cars and light-duty trucks and put through L-42 standard testing, the oil is made up of performance-enhancing additives to combat extreme temperature breakdown, shock-loading, and hightorque impacts.

Anti-foam agents are also included in the product for better lubrication, as well as friction modifiers to improve limited slip clutch performance.

Available in SAE 75W-90 and SAE 75W-140, the gear oil is being offered in Valvoline’s FLEXFILL bag, which the company has designed to release two times more fluid while being compact enough for tight spaces, compared to typical gear oil packaging.

“This new solution is innovative from its packaging to its formulation,” said Jean-Claude Duho, technical original equipment manager for Valvoline Global. “It is designed to deliver outstanding protection in the most demanding conditions while optimizing gear performance and extending the life of gear components.”

VALVOLINE ACCUSES TEXAS OIL CHANGE SHOP OF TRADEMARK INFRINGEMENT WITH SIGNAGE

A Grand Prairie, Texas, quick lube has drawn the ire of Valvoline for allegedly continuing to

use a Valvoline trademark on its signage without authorization.

Valvoline filed a lawsuit in the U.S. District Court for the Northern District of Texas against Duha Enterprises, operator of the Grand Prairie oil change shop, alleging the facility has refused to remove the phrase “Express Care” from an exterior sign. Valvoline has owned a trademark on the phrase for two decades. Filing of the lawsuit was first reported by the legal news website Westlaw Today.

According to the suit, the company became aware of the Grand Prairie-based shop using signage that included “Valvoline,” “Express Care,” and a “V” design without Valvoline’s consent in 2023. Valvoline said it has owned the “Valvoline” trademark for more than 30 years and the “V” and “Express Care”

marks for more than 20 years.

Valvoline sent Duha a cease-anddesist letter on May 1, 2023, and then a second letter two weeks later when its initial request was not acted upon. Valvoline also met with Duha proprietors Mohammad and Qusai Almomani, who agreed to having a Valvoline vendor remove the signage.

While the “Valvoline” signage in question was subsequently removed, Duha officials did not allow the removal of “Express Care” from a roadside display.

In its lawsuit, Valvoline alleges Duha has violated the Lanham Act (also known as the Trademark Act of 1946), citing trademark infringement and unfair competition under common law. Valvoline is seeking an injunction, damages, attorneys’ fees, and costs.

QUICK LUBE Q&A: AMBER KOSSAK OF SOLID START

Amber Kossak, CEO of Solid Start, outlines tips and tricks for building and maintaining shop/vendor relationships

BY EMILY KLINE

As a shop owner, to ensure success, it is important to nurture and grow your relationships with vendors in the automotive industry. But where should you start? How do you maintain a positive relationship when circumstances become difficult?

For this Quick Lube Q&A, NOLN spoke with Amber Kossak. Kossak is the CEO of Solid Start, a line of preventative maintenance products. With her experience in the automotive vendor market, Kossak shares her thoughts on shop and vendor relationships.

NOLN: Why is it important to build strong relationships between vendors and shop teams? How does each party benefit?

Amber Kossak: It is vital to have a relationship with your vendor partner. When you do, you will have confidence that you are receiving the service you deserve, the products and quality you expect, and an unmatched partnership. You can trust that when you need something, your chosen vendor partner is there for you.

This is not to mention how important it is for the vendor partner to have a

strong relationship with the customer (owner/operator). I have always appreciated the saying, “If you are not serving your customer, you better be serving someone who is!”

NOLN: What should shop owners consider when choosing a vendor to ensure a productive relationship?

Amber Kossak: A productive relationship is a relationship that would prove to be good for you (the owner/ operator), your team, as well as the growth of your business long-term. We all want the best price, but I would say if you can have a fair and good price, service, trust, and communication take precedence to make for a productive relationship.

When looking for a great vendor partner, one thing we have always done and recommend is research. So, take advantage of your peers and ask around. Who is doing business with whom? What do you like about them? What do you not like? Do they have quality service? What are their programs, etc.? Depending on the service you are choosing, this would depend on how in-depth you need to go.

When speaking with a new vendor, it is good not to simply take what they say as the truth. It is sad, but some will make promises that they will do this or that and fail you with product delivery, service, quality, and more.

I like to say they promise the world but only deliver a mountain.

A mountain is great if a mountain is what you are expecting. This is why research is so vital. When you have a service-driven partner, you will have a productive relationship. They will prove to help you, your team, and your business.

NOLN: How important is it for shop owners to stay educated about the products and services offered by their vendors, and what strategies can they use to keep informed?

PHOTO: AMBER KOSSAK

Amber Kossak: It is vital to stay informed. There are a few things to consider. If your team is not informed of the products and services you offer, they will sit there. Your team will most likely not understand the benefits of the service or why the customer should use the products you purchased, and they will simply not ask the customer.

Another reason education is important is so your team knows how to present the services to the customer and (feels) comfortable offering them.

Education not only builds confidence in your team but also builds trust and confidence with your customers.

Let me ask: who is not interested in customer retention or increasing a customer’s trust and experience? I know we are, so for us, education and training on what we do, why we do it, and how we do it is vital.

There are many ways to educate our teams on what is happening in the automotive industry. One way is to find a few fellow operators you can collaborate with on industry trends, possibly how they do things versus how you operate, intending to help your store and team become better. Not to mention, we have the PAMA training course, which is readily available. We have our vendor partners that can be a strong source of education; depending on the supplier, they will offer different levels of training, but make sure to call them. That is what they are there for.

For example, we offer detailed product services, and how to approach customer training by teaching not only in a classroom setting but also with hands-on training demonstrations. Who doesn’t learn more when they get to do it themselves versus being told how to do it? This is what we call the “aha moment.”

NOLN: What are the best practices for maintaining consistent and clear

communication between vendors and shop owners?

Amber Kossak: We communicate regularly with the customer/shop owner/manager. If you are a vendor partner, you do not wait for the customer to reach out to you. Of course, there are times this will happen, and they call; however, if we only talk to them when they call us, there may be an issue.

Being the vendor partner, you can set calendar reminders on a set schedule to reach out to specific shop owners/customers. We can call, text, or email, and if you are not able to meet in person, have a Teams call to still have a face-to-face meeting to review specific topics.

First, I would say for best practice be as organized as possible, which is not always easy. It is not up to the shop owner/customer to stay in contact or keep the relationship. Second, if the shop owner/customer needs something, handle it right away. Never put it off. This is part of having excellent service. Do your best to imagine being in your customers’ shoes, handling what they deal with day to day. I like to say as a good reminder, “It is not about us; it is about them.”

NOLN: How can shop owners best handle conflicts or disagreements that may arise between themselves and vendors to ensure a positive resolution?

Amber Kossak: For the shop owner/ operator, my suggestion is to communicate this to the appropriate personnel. Make sure things are happening, as you do not want situations hanging around. Start communication with the person who is over the account. Then, depending on the level of the situation, you may need to make sure upper management is aware. Always assess how they—your vendor partner—are handling things. Are they working well for you and

making sure you are a priority? I like the saying, “Listen with the intent to understand, not with the intent to reply.” Being the vendor in this scenario, we always say it is on us! It is on us to make sure if there is a disagreement or issue that arises, it is our responsibility that the customer feels happy in the end. Of course, it is best when both parties are nice, cooperative, kind, understanding, etc., but we keep in mind that, “it is not about us, it is about them,”—the customer.

NOLN: From your interactions, what qualities do you see in shop owners who have the most successful relationships with their vendors?

Amber Kossak: There are a few things, but one major quality that stands out among the rest, and that is open and clear communication. Having open and clear communication strengthens the relationship, helping both parties build success. In turn, this communication builds a foundation of trust. When you build trust, the real partnership begins, and success comes from both parties becoming fully invested.

When the vendor partner communicates regularly and does not sit back waiting for the customer to reach out, when they need something they are showing they are invested and that they care. When the customer shares how things are going with them, sales, their customers, their team, or even possibly where the vendor might be failing, this communication only helps both parties. Remember, communication does not always mean a positive conversation. However, if we have communicated clearly from the start of our partnership, whether the communication is positive or negative, it will be taken so much better. You know why? Because you trust each other! You have the foundation for a long-lasting relationship when you communicate regularly and clearly.

No Plan Means Paying for Someone Else’s Mistakes

As repair costs climb, wise service providers prepare for customers with a track record of inadequate maintenance

ACCORDING TO CAR & DRIVER, THE TOP

Joanna L. Johnson, Esq., is the president of Johnson Policy Associates, Inc., a firm specializing in federal and state regulation of automotive repair, unfair and deceptive practices, environmental, transportation, competition, and workplace safety. Formerly a partner in the law firm of Harris, Johnson & Stonecipher in Montana, which specialized in federal regulation and legislation, she started her career in Washington, D.C. as in-house counsel for multi-national trade associations. She also created and ran the government affairs program, including the Government Affairs Update, for the Preventative Automotive Maintenance Association, serving as general counsel and then government affairs policy advisor for several decades.

selling passenger vehicles in 2020 were: Ford F-Series, Chevrolet Silverado, Ram Pickup, Toyota RAV4, Honda CR-V, Toyota Camry, Chevrolet Equinox, Honda Civic, GMC Sierra, Toyota Tacoma, Toyota Corolla, Nissan Rogue, Ford Explorer, Toyota Highlander, Jeep Grand Cherokee, Jeep Wrangler, Honda Accord, Ford Escape, Subaru Forester, Subaru Outback, Mazda CX-5, Nissan Altima, Jeep Cherokee, Ford Transit, and Toyota 4Runner. So, what do these vehicles have in common? Their original warranties have run out, and the BBB Auto Line arbitration program doesn’t cover vehicles out of warranty. Consumers who purchased those popular vehicles and maintained them properly won’t get satisfaction from their OEMs post-breakdown unless they can prove a manufacturing defect, which typically takes years of litigation to establish or settle in lieu of an admission. For everything else, consumers are most likely to challenge the last company that serviced their out-of-warranty vehicles, especially as repair costs continue to skyrocket. It doesn’t help that much of those maintenance and repair costs have gone up due to vehicle tech and supply chain increases.

Tariﬀs’ Role in Expired Warranties

A representative of AutoZone commented publicly that the automotive parts supplier would pass tariff-related cost increases to the customer. Despite echoing a basic concept, his comment went viral as a “gotcha,” which should serve as a warning to automotive service providers. That warning was underscored by a Sept. 4 bipartisan letter from the House Select Committee to AutoZone and other major automotive retailers inquiring about Chinese manufacturers circumventing recent tariffs. If true, it would have contributed to keeping certain auto parts prices artificially lower,

which tends to indicate higher potential costs overall next year even if the government simply enforces existing tariffs.

So, what do tariffs have to do with 2020’s favorite cars running out of warranty coverage? Let’s have a look at the second-bestselling 2020 vehicle model: the Chevrolet Silverado 1500, which has 11 recalls and 1,333 manufacturer communications. Among the giant stack of MCs are 452 TSBs on the engines. General Motors recently recalled the Duramax diesel engine (NHTSA 24V-797) because the transmission control valve may fail and cause the rear wheels to lock up.

Have a Plan for Out-of-Warranty Vehicles

Remember: Just because engine problems are known, warranty coverage isn’t extended.

Those 2020 Chevy Silverado highlights above only represent the tip of that particular iceberg. There are 24 more models listed, plus all the Hyundai, Kia, and other brands and models not included in the original list. Knowing how much more expensive it will be to repair/replace one of those engines and how likely it will be for those customers to experience engine problems out of warranty, it makes sense to review warranty practices and prepare consumer education about service intervals and the impact of maintenance obligations. Routine maintenance is far less expensive than repairs. It’s a great message to plan around, but consumers need to know it cannot solve engine defects or years of neglect. The last service provider to do basic maintenance on a higher mileage car may have nothing to do with the engine’s overall condition, especially when servicing it for the first time.

Automakers have a plan for consumers with out of warranty or inadequately serviced vehicles. It’s called “no.” If you’re an aftermarket service provider, what’s your plan? Repairs are too expensive not to have one.

PHOTO: JOANNA JOHNSON

JOANNA JOHNSON

HOW THE PROMOTION WORKS

PULSE

ON Quick

Quick TAKING A

Understanding where shops stand

by Hanna Bubser

Maintenance

The end of the calendar year always has a way of sneaking up. In some respects, it feels as though things tend to slow down during November and December. The holiday season welcomes long and leisurely conversations with loved ones around full dinner tables, and there’s a general feeling of gratefulness in the air. But it can be a busy time as well. Customers still need an oil change, especially if they’re trying to plan

before a big family get-together. Business-as-usual doesn’t stop. But it’s still worthwhile to reflect and subsequently refuel for the new year to come.

So, think of the following as a “state of the shop” as we wind down 2024. Two operators take a pulse on their operations: what’s working, what they’re excited about, and what it means to run a shop in today’s industry.

Even Keeled Bryon and Michelle Keil, operators of Speedy Lube in Sturgis, South Dakota.

SOMETHING TO BELIEVE IN

When Matthew Hudson and NOLN connected for this story, Hurricane Debby was making its presence known across parts of the United States—causing damage and inclement weather in states like South Carolina, where Hudson is based.

Making sure everyone and everything stays safe and dry during a time such as this is a priority—and shop owners are no strangers to the ups and downs of seasonal (and sometimes severe) weather. Some things are out of our control. But Hudson’s outlook on the industry is like a bright spot in a cloudy sky.

Hudson is the managing director at Claycon Oil—a Take 5 Oil Change franchisee with multiple locations in the Charleston/Myrtle Beach area of South Carolina.

Speaking of the weather, he acknowledges that temperatures can get high in this region of the country. Working in the heat on hot cars isn’t easy, he says, but the culture put forth at Claycon Oil’s shops help cultivate a motivating work environment for employees.

“Setting them up for success, training them to ... get out there and push the culture that we designed and that we want in the shops which is fun, successful, (and) energetic. You know, a fun place to work,” Hudson describes.

The Take 5 model is something that Claycon Oil truly believes in—even before the group started opening their own locations. Claycon Oil came into existence out of Clayton Construction—which Hudson explains had built Take 5 shops for franchise owners in the Spartanburg/Rock Hill area. The team was inspired by this experience.

“They saw the business model and (were) like, ‘I want to be a part of this,’” Hudson says.

When Hudson was offered a job

with Claycon Oil, he decided to check out Take 5 operations for himself.

“I went through, and I got my oil changed. And I always dreaded getting my oil changed, just the time and sitting there when I should be doing other things,” Hudson says. “When you have that many shops in your business, you want to be as impactful as you can every day and getting an oil change at a dealership was not that.”

As a Take 5 customer, his opinion on oil change processes completely shifted.

“So, I went through and got my oil change at Take 5 before I took the position. I was like, this is a phenomenal working model. It’s genius. It’s efficient, and I could definitely get on board and be a part of this,” Hudson says.

Hudson describes his role as managing director as one that involves payrolls, forecasting, goal setting, and holding those goals accountable. Operations and service are a focus, but Hudson says there’s something else that makes Take 5 stand out.

“It’s the people. It’s the culture that Take 5 has. Yes, you know, we’re fast, friendly, and simple—and that’s the business that we run. But the support that we get from corporate—they’re amazing,” Hudson says. “And just the people that you can get in contact with, the people (who) you can influence.”

That influence extends to the interactions with the customers. Hudson notes that word can travel fast—making word-of-mouth marketing an important consideration. So, the team pays attention to customer connection.

“As long as they’re having fun and they’re having great communication, things are going to go well,” Hudson says. “And that’s one of the biggest things I listen to in the shop is how the customer (is) taking what we’re

doing (and) what we’re saying so that we make sure that we’re getting all the needs that customer needs.”

And the needs of the customer can change. Hudson points to the COVID-19 pandemic, which inspired a new perspective on the word “remote.” As a result, people may not drive as much—and Hudson says this inspires extra motivation to bring customers in, which is an exciting prospect.

“People are working remotely now. They’re driving less,” Hudson says. “Oil change increments are going to increase, so we’ve got to get more market share—marketing ourselves and doing the best service we can.”

Hudson understands that it’s also crucial to make sure a process runs

Pulling in the Same Direction

"We have a good crew now, which is great. They’re a good group of guys," Bryon Keil says of his Speedy Lube team.

correctly—as he puts it, “One mistake in the oil change business can cost thousands and thousands of dollars.”

Operating as a Take 5 franchise, there are standards that are followed—but Hudson emphasizes that people don’t need to have a ton of automotive experience in order to find success on the team. Training software developed by Take 5 lays out the business itself as well as best practices.

“It doesn’t require a ton of knowledge—we teach you absolutely everything that you need to know in-shop,” Hudson says. “We have a strict process we adhere to.”

Here for the Community Speedy Lube wants to be the go-to preventative maintenance shop its customers can rely on.

Part of this process is being thorough: following through on performing and completing a job. It’s in this space where people with outstanding leadership qualities are identiﬁed.

“The leaders—the real leaders— the ones people are drawn to, who they identify with ... you can always get a feel of who everyone looks up to in that shop and whoever ... that person is, and their ability to train and develop others; you get that mixture going, (and you’ve) got the mix for a great leader,” Hudson says.

Looking forward, Hudson says he’s excited about the Take 5 brand and what it stands for. Moving into the rest of 2024 and into 2025, he says the Claycon Oil focus is on growth, gaining market share and recognition, and serving customers. It’s about maintaining “phenomenal” speedy and friendly service that’s kept simple.

“Our growth is important to us. We’ve got a territory and we’re looking to maximize that potential and get ourselves out there in some strategic areas of this state within our territory agreement to maximize and help our customers,” Hudson says.

OPEN ROAD OF OPPORTUNITY

The annual Sturgis Motorcycle Rally is a 10-day celebration in the Black

Hills of South Dakota—and Bryon Keil’s shop is in the town the rally calls home. In fact, when he spoke with NOLN, the 2024 rally was just getting underway.

Speedy Lube of Sturgis, South Dakota, closes during the rally, along with some other businesses in town. Keil says the impact of the annual event goes beyond the days it’s allotted for on the calendar.

“The uniqueness is obviously the (Sturgis Motorcycle Rally) itself. The rally’s there for officially 10 days a year, but the city is really geared for the rally,” Keil explains. “The businesses all clear out during the rally and vendors come in—it’s really geared toward that so there’s really a lot of people that are ... involved with the rally in some way.”

Keil describes Sturgis as a community of agriculture and tourism. And by that nature, some homes and businesses are empty or are only used during the rally each year. Keil says his shop used to change oil on motorcycles, but after doing that for

The Doctor is In

Before owning a quick lube, Bryon Keil was a chiropractor. After the career change, he's affectionately become known as Dr. Lube.

several years they stopped during the COVID-19 pandemic.

The cost of product and difficulty getting product during that time were both contributing factors, as well as not being able to determine how many people would even be coming out for the rally.

Where Speedy Lube thrives is in providing go-to preventative maintenance services year-round. These services include oil changes, wiper blades, air filters, and fuel additives—no brake or repair work.

“I’ve learned that if you try to do a lot of things sort-of good, it doesn’t work very good. If you do a few things that (you’re) really good at really good, it seems to work the best that way,” Keil says.

Keil lists some of his keys to success as keeping things simple, keeping the shop (especially the bathroom and lobby) clean, and prioritizing customer service. He supports employees by not only paying them well, but also rewarding them—for example, taking them to The SEMA Show in Las Vegas, Nevada.

“We have a good crew now, which is great. They’re a good group of guys,” Keil says.

Keil, who took over the Sturgis shop with his wife Michelle in 2013, practiced as a chiropractor in Fargo, North Dakota, before the two returned to the Black Hills (where they’re both from). He says he gets called a fitting nickname: Dr. Lube.

“We had the opportunity here to get back and buy this business, and I really had no idea what I was doing but we decided to buy the lube shop,” Keil says. “I sold my practice, my wife quit her job, and we moved back to the Black Hills.”

The Keils took a chance on the quick lube industry, an effort which required a revamp of the shop— something that Keil describes as changing the business for the better.

“I came into the industry and didn’t know anything about it. I didn’t know how to change oil myself—I never did it. I didn’t know anything about it,” he says. “To come in and take over the business that we took over and bought, (it) was run down and on the verge of closing. So, we had to come in and fix a bunch of things.”

These days, being fully integrated into the industry, Keil recognizes some of the challenges that many shop owners also face, from labor to cost of goods and inflation.

“During COVID times, cost of product went up exponentially—which still hasn’t seemed to come down. So now, it’s just more burden on the customer too, you have increasing prices,” he says.

And while hiring can be a tough task for anyone to tackle, Keil recognizes it’s still important to incorporate hands-on training at his shop to develop strong employees.

“So, just ﬁnding people is hard enough. But as far as training, we try to put them in, go through the checklist, (and) teach them,” Keil says. “A er 30 days, typically if they’re there for 30 days, we know that they’re going to be there, and we can continue with the training from there.”

Overall, Keil is happy with the shop’s standing. He’s excited about its achievements, such as car counts and ticket averages going up, and he looks forward to continuing to build up his strong crew so that he can take

SHOP STATS: Where We Are and What Comes Next

In the spirit of reflecting on this year, consider some of this data from the 2024 NOLN Operator Survey Report. Respondents outlined some components of their overall shop structure and their respective challenges and opportunities.

Special thanks to Valvoline for sponsoring the 2024 NOLN Operator Survey Report.

Owner Experience: 49%

Unsure/other of respondents have 21+ years of industry experience

What’s the biggest challenge facing your operation?

Hiring/availability of

Minding the Details.

Speedy Lube rented a bay to an auto detailer, which has been a welcome addition to the shop.

more of a step back from some of the day-to-day to do things like watch his daughter run cross-country and track.

Taking over Speedy Lube was no small feat for the Keils. It wasn’t easy to make a huge life change, but it’s been a rewarding journey.

“That was a lot of stress during that time, to go from what I was doing, my wife quitting her job, and moving here not knowing if people would keep coming in ... so, it took a few years to get the community to buy back into wanting to come and trust our business. That’s been really cool—what we’ve done, where we’ve been, and now where we’re at,” Keil says.

WHATEVER THE WEATHER

Matthew Hudson says that while his South Carolina-based Take 5 shops don’t get much cold weather, they certainly get plenty of heat. He

shares how hot temperatures impact preventative maintenance.

“A car, if it’s too hot, it causes friction—and that’s how important oil changes are, to prevent that level of friction within the engine. That’s how important your antifreeze is to your system. Recommending that at the appropriate time and being transparent with the customer about why it’s important—how premium oil and coolant and doing the right things for your vehicle at the right time within this climate is paramount to keep that engine running longer and keep the car on the road.”

DETAIL ORIENTED

There is a stall at Bryon Keil’s shop that is rented out to an auto detailing company year-round. He shares how this partnership has built a symbiotic relationship.

“We’ve added the auto detailing— which is exciting—in that third stall, which works really well for both businesses. They can feed off the

customers that come through for us and same way for them over to us, so it’s worked out really well.”

WHAT CUSTOMERS WANT

Matthew Hudson’s Take 5 team works to establish rapport with customers—focusing on making their experience a positive one. He shares what’s important to know about a customer’s expectations.

“They want something that’s fast, efficient, and friendly. You don’t want to feel like a used car salesman. You know that type of feeling when you’re going to buy a car and that type of thing. So, they want someone who’s going to take care of them, be completely transparent, and that’s what I love about the Take 5 brand is that they can see everything going on with their vehicle. They can hear. They can see. There’s no stuff going on that they’re not aware of. So, you can be completely transparent, and they do trust you a lot more like that.”

LUBES ACQUIRED SINCE JANUARY 2014, AND COUNTING! Valvoline™ is seeking single and/or multiple locations performing 7500+ oil changes per year.

LEARNING TO PRESENT AND EDUCATE YOUR CUSTOMERS on the benefits of chemical additives and cleaners can unlock a reliable stream of unexpected revenue for your quick lube shop. From fuel injector cleaners to transmission fluid modifiers, these products give operators an opportunity to boost their bottom line.

That’s why NOLN created its Guide to Additives and Cleaners. This handy resource helps operators uncover sales opportunities or turn unsold inventory sitting on your shelves into profit. With this guide, NOLN aims to help operators drive more sales—and strengthen their financial performance.

For a more complete list of this year’s additives guide, visit noln.net . In the charts that follow, A = Additive, C = Cleaner.

ADDITIVES &

2024 GUIDE TO

& CLEANERS

800-961-6228

bgprod.com

PRODUCT NAME

TYPE

BG EPR® Engine Performance Restoration®, PN 109 C

BG Advanced Formula MOA®, PN 115 A

PURPOSE/DESCRIPTION OF CAPABILITIES

Cleans micro passageways to maintain the critical hydraulic function of components. Removes carbon deposits. Restores compression. Improves overall power and engine eﬃciency. Excellent for maintenance of diesel and gasoline direct injection engines.

Fortifies engine oil and protects engine components. Prevents sludge and varnish, keeps piston rings from sticking, reduces wear, and stabilizes oil viscosity. Allows safe extended oil change intervals. Low speed pre-ignition (LSPI) safe. Compatible with API SP and GM dexos1™ Gen 2 licensed engine oils.

BG Platinum® 44K® Fuel System Cleaner, PN 208 C Cleans the entire fuel system. Reduces problems caused by deposit buildup, such as engine surge, misfire, stumble, hesitation, and power loss. Restores power output and engine performance. Improves drivability.

BG CF5®, PN 203 A/C Keeps the entire fuel system clean and deposit free. Protects against the harmful eﬀects of ethanol. Prevents fuel degradation and corrosion. Restores fuel economy and horsepower.

BG Universal Cooling System Cleaner, PN 540 C Removes scale, oil, harsh mineral deposits, and tough residues in the coolant system. Helps solubilize and remove corrosion.

BG Universal Super Cool®, PN 546 A Provides outstanding protection for all metals used in cooling systems, and restores additive balance and proper coolant pH. Compatible with all domestic, Asian, and European applications. Protects all classes of gasoline and diesel engines.

BG Quick Clean for Transmissions, PN 106 C Removes accumulated deposits from the valve body, filter screen, and other automatic transmission, CVT, and wet clutch DCT and DSG components. Extends transmission and fluid life.

BG ATC Plus®, PN 310 A

Improves shifting characteristics of all types of automatic transmissions. Prevents deposit formation and thermal breakdown of fluid, protects against clutch wear, and keeps seals soft and pliable. Extends fluid life and life of the transmission.

BG CVT Plus, PN 303 A Enhances the properties of new and used fluid in continuously variable transmissions, wet dual clutch transmissions and direct-shift gearboxes. Prolongs fluid life, prevents deposit formation, and improves fluid oxidation stability and anti-wear characteristics. Compatible with all CVT, DCT and DSG fluids.

BG Aerosol Carbon Eliminator, PN PF06 C

BG Platinum® Air Intake, Valve & Combustion Chamber Cleaner, PN 261 C

Removes deposits and other accumulated contaminants that build up in fuel/air induction systems. Removes carbon from the intake system, softens and removes carbon from the intake valves. Cleans, lubricates, and protects the butterfl y/throttle valve, throttle body, and idle air control valves.

Removes heavy deposits from the backs of valves and in air intake systems of gasoline direct injection (GDI) and port fuel injection (PFI) engines. Restores fuel eﬃciency, engine performance, and power. Reduces harmful exhaust emissions.

BG DOC®, PN 112 A Prevents acid corrosion and sludge formation, reduces friction and wear, and stabilizes viscosity. Compatible with all conventional and synthetic diesel engine oils.

BG Diesel Fuel System Performance Restoration, PN PD15 C Keeps injectors and combustion chambers clean, reduces carbon packing of piston rings, and restores optimum fuel eﬃciency. Reduces cold start problems, and mixes with all diesel fuels.

BG DFC Plus® HP2, PN PD14 A/C

Keeps injectors clean, reduces exhaust smoke, prevents fuel gelling, corrects nozzle fouling, improves lubricity, and prevents corrosion, while also stabilizing the fuel. Mixes with all diesel fuels and optimizes cold weather performance.

BG Diesel Thaw®, PN 256 C Quickly thaws gelled diesel fuel and restores fuel flow, stays fluid in very low temperatures, and prevents entrained water from freezing. Mixes with all diesel fuels.

BG Universal MGC®, PN 328 A Protects both conventional and limited slip diﬀerentials, enhances lubricant film thickness, and improves thermal stability. Reduces component wear, chatter, and gearbox temperature.

BG Frigi-Fresh®, PN 708 C Kills mold, mildew, fungi, and other odor-producing organisms in climate control systems. Works without costly manual cleaning of the system. Deodorizes automobile interior. EPA-registered virucide, bactericide, and fungicide.

BG Battery Cleaner – Acid Detector, PN 485, and BG Battery Terminal Protectors, PN 987

C Cleans battery terminals, cables, and carriers, and detects presence of acid by turning red in color. Protects battery terminals from corrosive buildup. Lengthens battery life.

PRODUCT NAME

2 Step GDI Mantenance Kit

Sledgehammer

TMK-Targeted Maintenance Kit

3 Step GDI/PFI Kit

2 Step Fuel System Cleaning Kit

TYPE

PURPOSE/DESCRIPTION OF CAPABILITIES

A/C The two-step kit with Nano technology to clean and improve performance. Hybrid safe. Part of the GBB program.

A/C A double espresso shot of rapid cleaning detergents that delivers results. Exceeds OEM standards.

A/C A unique three-step kit that targets each area with specific chemistry for performance. Hybrid safe.

A/C The complete kit for GDI/PFI engines. Restores performance, fuel economy, and power.

A/C Quick kit for fuel and induction cleaning to restore performance.

Kleen-Rite Oil System Cleaner C Concentrated formula designed to quickly remove oil system deposits as it circulates through the engine, allowing these to be drained with used engine oil during the oil change.

Kleen-Rite Ultimate Engine Cleaning Detergent C Improve your oil change. Improves performance of VVT engines. Restores power and reduces oil consumption.

Run-Rite Premium Oil Stabilizer A Provides the extra protection your car needs. Helps eliminate dry starts. Seals worn cylinders to slow oil consumption. Cools and quiets engines and gear boxes.

Premium Synthetic Oil Stabilizer A

Improves fuel economy, reduces engine wear, and extends engine life. Helps protect against low-speed pre-ignition by improving oil stability and reducing oil flash oﬀ. Formulated for all engine oils and viscosities, including all low-viscosity oils. Specially designed for GDI and turbo/supercharged engines. Protects oil film strength and lubricity. Helps increase fuel economy, and reduces friction and wear.

Forcefield Engine Protectant A Unique organic friction modifiers reduce wear and improve fuel mileage. No Teflon or solids.

Steer-Rite Premium Power Steering Fluid A Keeps your car steering and performing right while reducing wear and noise (whining). Conditions seals.

Steer-Rite Power Steering Fluid A A premium power steering fluid designed to provide superior performance in extreme conditions.

Steer-Rite Power Steering Kits A Removes varnish and sludge deposits. Improves fluid circulation. Improves steering performance. Reduces wear and noise (whining). Conditions seals. Extends steering system life.

Steer-Rite Synthetic Power Steering Fluid Kit A/C A full synthetic power steering fluid for all vehicle applications. Simplify inventory.

Shift-Rite Transmission Service Kit A/C

Cool-Rite Cooling System Kits

Battery Maintenance Kit

Professional Headlight Restoration Kit

A/C

Extends the life and reliability of your transmission. Improves performance. Maintains warranty requirements. Promotes a more complete drain of used ATF and contaminants. Improves ATF circulation. Reduce heat, the No. 1 enemy of a transmission. Improves shift quality. Reduces wear. Improves lubrication of all transmission parts. Cleans and conditions seals.

Rapidly removes rust and scale and mineral deposits. Dissolves and disperses sludge, silical gel, and oil residues. Conditions and restores coolant. Increases the RA. Neutralizes acids. Prevents corrosion. Extends coolant system life. Adds value and profit to cooling system services.

A/C Makes battery service profitable. Cleans and protects against corrosion on battery and cables. Protects electrical components.

A/C

FAQ Service Solution A/C

Designed to quickly restore and protect headlight surfaces, renewing the appearance and performance of the headlight. No UV cure, no multiple sanding.

FAQ Cabin Air Cleaning Solution is the fast and easy way to clean and freshen the HVAC system. Ask us about our cabin air filter program to increase sales. FAQ produces no harmful byproducts for the technician or the environment. It is free from ozone-harming VOCs and is 100% biodegradable. It is classified as a "broad spectrum disinfectant-cleaner" that is non-corrosive, non-irritating to skin, and requires no special handling instructions on its label.

PRODUCT NAME

FT2001A Full Throttle™ Complete Fuel System Cleaner

FTK21 Full Throttle™ 2-Step GDI+ Complete Fuel System Cleaning Kit

FTPKS2 Full Throttle™ Fuel System Cleaning 2-Step Kit

FTPK30 Full Throttle™ 3-Step Complete Fuel System Cleaning Kit

FTPO40 Full Throttle™ Oil System Cleaner

FT40206 Full Throttle™ Engine Treatment & High Mileage Enhancer

FT40203 Full Throttle™ Internal Engine Cleaner

FT83401 Full Throttle™ High Mileage Oil Enhancer

FT10603A Full Throttle™ Continuosly Variable Transmission Fluid

FTPK60 Full Throttle™ 2-Step Automatic Transmission Fluid Kit

FT80085 & FT84 Full Throttle™ MultiVehicle Power Steering Fluid

FTK80090 Full Throttle™ Power Steering 2-Step Kit

FT50100B & FT50101 DOT 4 Motor Vehicle Brake Fluid

FTPK50 Universal Cooling Exchange Cleaner Kit

C Cleans fuel system components from gas tank to exhaust, increasing air flow and restoring gas mileage and power while reducing exhaust emissions. Safe for all fuel and induction components.

A/C

Restores vehicle performance by cleaning away harmful deposit buildup from fuel injectors, intake ports, and valves, combustion chambers, and piston tops.

Delivers a deep fuel system cleaning to improve engine performance, increase fuel economy, and reduce vehicle emissions. Removes deposits on fuel injectors and PFI intake valves while eliminating rough idling, misfiring, and power loss.

C Removes the toughest hard gum, sludge, carbon, and varnish deposits by cleaning buildup from the entire fuel system.

C Provides extra protection at every oil change to guard against engine wear, clean the oil system, remove harmful deposits, and protect the new oil from contamination of old oil residue.

A Extends engine life and performance by improving the lubrication, protection, and cleaning properties of engine oil. Contains ashless anti-wear protection and prevents oil breakdown.

C Removes harmful sludge and contaminants from the engine’s oil system to give new oil a fresh start. Ideal for use in vehicles where the oil change intervals have been extended or if service intervals are unknown.

A Converts conventional, semi-synthetic, and full synthetic oils to a high mileage oil. Reduces oil consumption, refreshes seals and gaskets, and reduces friction and wear.

Optimizes performance, inhibits corrosion, and extends the life of transmissions. Prevents sludge and varnish buildup with strong anti-wear protection, and high shear stability.

A/C Provides a full cleaning and treatment for automatic transmissions. Designed help remove harmful oxidation, sludge, varnish, and wear-metal deposits, while revitalizing seals, O-rings, and helping prevent corrosion.

A Protects power steering components, reducing friction, providing wear protection, and resisting heat and oxidation for longer fluid life.

A/C

Cleans and removes impurities from the system, revitalizes seals and O-rings, and helps extend the life of power steering components. Restores performance any power steering system in which conventional power steering fluid is recommended

Improves seal life and performance while preventing corrosion, moisture absorption, and delivers a controlled viscosity over a wide range of temperatures. Conforms to Federal Motor Vehicle Safety Standard No. 116, SAE J1074 and ISO 4925.

Delivers a deep system cleaning removing scales, grime, grease, dirt, and solder in the cooling system. Protects against coolant loss, helps stop common radiator, and coolant leaks, and wil not clog radiator cores.

PRODUCT NAME

A/C Refresher Kit CL120 C

Battery Cleaner/Acid Detector MN112

PRODUCT NAME

Battery Protector/Corrosion Inhibitor MN113

A/C Refresher Kit CL120

Complete Engine Clean OL106

Battery Cleaner/Acid Detector MN112

Battery Protector/Corrosion

Mighty VS7 A/C Refresher Kit cleans mold, mildew, and bacteria from the evaporator, then cleans and eliminates odors from the interior of a vehicle.

Mighty VS7 Battery Cleaner and Acid Detector is designed to help protect battery terminals, clamps, and connectors. It removes corrosion from these areas and can also locate acid leaks.

C Mighty VS7 Battery Terminal Protector is designed to protect vital battery components and also inhibit corrosion on battery terminals. This soft pliable formula flows into cracks and crevices for the ultimate protection.

TYPE

Coolant & Conditioner Kit CL108 A/C

Inhibitor MN113

Complete Engine Clean OL106

Engine Shield OL150 A

PURPOSE/DESCRIPTION OF CAPABILITIES

Mighty VS7 A/C Refresher Kit cleans mold, mildew and bacteria from the evaporator, then cleans and eliminates odors from the interior of a vehicle.

Mighty VS7 Engine Clean removes virtually all old oil and sludge deposits from the engine and promotes smoother performance and extended engine life. It is safe for all oil changes, including synthetics and semi-synthetics.

Mighty VS7 Battery Cleaner and Acid Detector is designed to help protect battery terminals, clamps and connectors. It removes corrosion from these areas and can also locate acid leaks.

Mighty VS7 Coolant two-step treatment is designed to clean and condition all cooling systems. The formulas are compatible with all coolants, including, regular and extended-life antifreeze. Step one thoroughly cleans the cooling system, and step two lubricates the water pump and conditions the system by providing additional corrosion inhibitors, which help minimize rust and scale.

C Mighty VS7 Engine Clean removes virtually all old oil and sludge deposits from the engine and promotes smoother performance and extended engine life. It is safe for all oil changes, including synthetics and semi-synthetics.

Coolant & Conditioner Kit CL108 A/C

Mighty VS7 Engine Shield with advanced fluoro-ceramic technology is specially formulated to provide unsurpassed extreme protection of vital engine parts and components above and beyond synthetic, synthetic blend and conventional engine oils. Cermilon is a fluoro-ceramic polymer that treats porous areas in metal surfaces creating a fluoro-ceramic shield providing for extreme friction reduction.

Mighty VS7 Coolant two-step treatment is designed to clean and condition all cooling systems. The formulas are compatible with all coolants including regular and extended-life antifreeze. Step one thoroughly cleans the cooling system and step two lubricates the water pump and conditions the system by providing additional corrosion inhibitors, which help minimize rust and scale.

Foaming Throttle Plate Cleaner FL110

Engine Shield OL150 A

Mighty VS7 Foaming Throttle Plate Cleaner is a special blend of solvents that quickly removes gums, resins, and varnish from both sides of the throttle plate to help correct rough idle and stalling problems. Unique foaming action penetrates hard-to-reach areas without scrubbing.

Mighty VS7 Engine Shield with advanced Fluoro-Ceramic Technology is specially formulated to provide unsurpassed extreme protection of vital engine parts and components above and beyond Synthetic, SYN-Blend and Conventional engine oils. Cermilon is a FluoroCeramic Polymer that treats porous areas in metal surfaces creating a Fluoro-Ceramic Shield providing for extreme friction reduction.

Fusion 2-Step Ultimate Fuel System Cleaning Service SB500

A/C

Foaming Throttle Plate Cleaner FL110 C

Mighty VS7 Complete Intake System Cleaning removes carbon buildup and cleans the upper engine and intake systems. Dual Tech Tank Additive removes fuel-related deposits. Ideal for GDI engines.

Mighty VS7 Foaming Throttle Plate Cleaner is a special blend of solvents that quickly remove gums, resins and varnish from both sides of the throttle plate to help correct rough idle and stalling problems. Unique foaming action penetrates hard-to-reach areas without scrubbing.

Fusion 2-Step Ultimate Fuel System

GDI Solution Kit SB600 A/C

Cleaning Service SB500 A/C

Mighty VS7 GDI Solution Kit is designed to safely and eﬀectively clean carbon and buildup in GDI fuel systems using cutting edge enhanced technology. Targets the intake, valves, pistons, fuel injectors, and oil system. Addresses inherent problems and restores loss of power and drivability issues throughout the entire fuel system.

Mighty VS7 Complete Intake System Cleaning; removes carbon build-up and cleans the upper engine and intake systems. Dual Tech Tank Additive removes fuel-related deposits. Ideal for GDI engines.

High Mileage Oil Treatment OL107

GDI Solution Kit SB600 A/C

A Mighty VS7 High Mileage Treatment helps restore performance in older cars. Reduces oil consumption and exhaust smoking. Helps quiet noisy engines. Restores compression, helping to seal worn rings. Reduces oil fouling of spark plugs.

Mighty VS7 GDI Solution Kit is designed to safely and eﬀectively clean carbon and build-up in GDI fuel systems using cutting edge enhanced technology. Targets the intake, valves, pistons, fuel injectors and oil system. Addresses inherent problems and restores loss of power and drivability issues throughout the entire fuel system.

Hood and Door Latch Lubricant MN111

High Mileage Oil Treatment OL107 A

Mighty VS7 Hood and Door Latch Lubricant penetrates deep into the tightest areas. As this product dries, it turns into a gel that keeps hood and door latches lubricated to ease opening and closing.

Mighty VS7 High Mileage Treatment helps restore performance in older cars. Reduces oil consumption and exhaust smoking. Helps quiet noisy engines. Restores compression, helping to seal worn rings. Reduces oil fouling of spark plugs.

Power 2D 2-Step Engine

Hood and Door Latch Lubricant MN111 C

Revitalizer SB400 A/C

Mighty VS7 Power 2D cleans the total fuel system, including intake valve seats, compression chambers, fuel injectors and fuel lines in two easy steps. Power 2D helps return compression to factory levels, increasing power and performance while reducing emissions and protecting against carbon buildup.

Mighty VS7 Hood and Door Latch Lubricant penetrates deep into the tightest areas. As this product dries, it turns into a gel that keeps hood and door latches lubricated to ease opening and closing.

Power 2D 2-Step Engine Revitalizer SB400 A/C

Professional Fuel Injector Cleaner FL135

Mighty VS7 Professional Fuel Injecton Cleaner cleans fuel injectors, combustion chambers, intake valve seats, and spark plugs; restores power and performance; reduces harmful emissions; oxygen sensor safe.

Supreme Fuel System Cleaner FL108

Professional Fuel Injector Cleaner FL135

Supreme Fuel System Cleaner FL108

Synthetic 2-Step Power Steering Clean & Protect System Kit SB105 A/C

Mighty VS7 Supreme Fuel Additive reduces pings and knocks. Cleans fuel and valve intake deposits. Helps to reduce emissions.

Mighty VS7 Professional Fuel Injecton Cleaner cleans fuel injectors, combustion chambers, intake valve seats and spark plugs; restores power and performance; reduces harmful emissions; oxygen sensor safe.

Mighty VS7 Power Steering Clean & Protect System Kit is a two-step process to clean and protect the power steering system. Step one safely cleans the system and removes harmful deposits. This process can be done with or without a flushing machine. Step two protects and prolongs fluid life.

Mighty VS7 Supreme Fuel Additive reduces pings and knocks. Cleans fuel and valve intake deposits. Helps to reduce emissions.

Synthetic 2-Step Synthetic Transmission Clean and Fluid Protectant Kit SB100 A/C

Mighty VS7 Synthetic Transmission Clean and Fluid Protectant Kit is a two-step process to clean and protect the transmission system. This unique synthetic technology is safe for internal clutch and seal surfaces. Step one cleans the system and can be used with or without exchange equipment. Step two protects internal transmission parts, reduces heat, and extends fluid life.

Mighty VS7 Synthetic Transmission Clean and Fluid Protectant Kit is a 2-Step process to clean and protect the transmission system. This unique synthetic technology is safe for internal clutch and seal surfaces. Step one cleans the system and can be used with or without exchange equipment and step two protects internal transmission parts, reduces heat and extends fluid life.

Synthetic Limited Slip Diﬀerential Supplement SB106

Synthetic Limited Slip Diﬀerential Supplement SB106 A

Synthetic Power Steering Fluid PS111 C

Syntramax Dual Tech Fuel System Cleaner SB304 C

Syntramax Dual Tech Fuel System Cleaner SB304

Total Intake System Cleaner SB300 C

Total Intake System Cleaner SB300

Mighty VS7 Limited Slip provides superior protection against metal-to-metal wear and resists thermal breakdown. It will extend the life of the gear oil and help eliminate rear end chatter.

Mighty VS7 Synthetic Universal Power Steering Fluid is truly universal. It is designed for use in all power steering services/exchanges requiring regular power steering fluid or specialty high-performance lubricating fluids, such as CHF+ applications.

Mighty VS7 Synthetic Universal Power Steering Fluid is truly universal. It is designed for use in ALL power steering services/ exchanges requiring regular power steering fluid or specialty high-performance lubricating fluids, such as CHF+ applications.

Mighty VS7 Syntramax Advanced Dual Tech features PEA and PIBA microencapsulation cleaning soft and hard carbon deposit improving performance in one application. Removes performance robbing deposits from fuel systems and combustion chambers. Reducing the Octane Requirement Increase (ORI) helps reduce the need for high-octane fuel. Helps return fuel system performance to factory levels while reducing emissions and increasing performance.

Mighty VS7 Syntramax Advanced Dual Tech features PEA and PIBA microencapsulation cleaning soft and hard carbon deposit improving performance in one application. Removes performance-robbing deposits from fuel systems and combustion chambers. Reducing the octane requirement increase (ORI) helps reduce the need for high-octane fuel. Helps return fuel system performance to factory levels while reducing emissions and increasing performance.

Mighty VS7 Total Intake Cleaners advanced GDI technology provides complete intake system cleaning by safely and eﬀectively removing carbon buildup, cleaning a vehicle’s upper engine and intake systems from the plenum to the catalytic converter. Application is quick and safe for all levels of technician.

Mighty VS7 Total Intake Cleaners advanced GDI technology provides complete intake system cleaning by safely and eﬀectively removing carbon build-up, cleaning a vehicle’s upper engine and intake systems from the plenum to the catalytic converter. Application is quick and safe for all levels of technician.

PRODUCT NAME

2-Step Cooling System Re-Charge Kit

2-Step Fuel Injection and Induction Tune-Up Kit

2-Step Synthetic Power Steering Fluid Tune-Up Kit

2-Step Transmission Tune-Up Kit

3-Step Fuel Injection and Air Intake Cleaner Kit

Detailing Products

Engine and Oil System Cleaners

Engine Cleaner and Degreaser

Fuel Injector Cleaners

Mass Air Flow Sensor Cleaner

Non-Chlorinated Brake Cleaners

Premium Glass Cleaner

Professional Carburetor Cleaner

Synthetic High Mileage Treatment & Oil Booster

A/C

Cleans entire engine cooling system, water pump, and radiator, protecting against rust and scale. Eliminates overheating and can be used with all antifreeze/coolants, including long-life products.

Formulated with powerful detergents for a total fuel system cleanup, including fuel injectors and intake runners, ports, and valves.

A/C Removes old and contaminated fluid and conditions power steering system parts. Reduces pump noise.

A/C

Removes dirt and contaminants from internal automatic transmission parts. Conditions seals, valves, and rings. Restores smooth shifting and helps reduce wear.

A/C Cleans harmful deposits and carbon from fuel system for increased power and acceleration. Will improve idle and air flow to reduce emissions.

C Professional fabric cleaner, instant shine, and organic all-purpose cleaner.

A/C

Professional use petroleum-based formula to safely remove used oil deposit. Safe for engine seals and bearings.

C Removes tough grease, oil, and grime for car, truck, and marine engines. Spray on and rinse oﬀ with water.

A/C

Thoroughly removes and cleans gum, carbon, dirt and resin deposits. Improves power, acceleration, idling, and quicker starting, and reduces emissions.

C Reduces rough idle and hesitation. Safe for plastic and delicate equipment.

Professional grade brake cleaners that clean without disassembly. Also available in ultraquick dry, nonflammable, and California VOC formulas.

C Heavy duty foaming glass cleaner that clings to surfaces and is ammonia-free. Safe on tinted windows.

C Professional strength formula that removes gum, varnish, carbon, dirt buildup, and much more.

A Helps revitalize seals and gaskets, GF-6 compliant, and safe for GFI, PFI, hybrid, and diesel engines.

PRODUCT NAME

Fuel Juels

Fuel System Cleaner

Advanced Intake Cleaner 2-Part Kit

GDI Fuel System Cleaner

GDI Emissions & Crankcase System Cleaner

GDI Complete Clean 2-Step Kit

MVP Protection Package

Throttle Body & Air Intake Cleaner

Diesel Restore 2-Part Kit

True Diesel Max

Engine Max

Engine Clean Plus+

EMG (Engine Maintenance Guard)

HIgh Mileage Booster

Power Steering Fluid 2-Part Kit

Premium Sythetic Power Steering Fluid 2-Part Kit

Coolant Clean & Protect 2-Step Kit

True Blue Washer Fluid Super Concentrate

TrueCold A/C Performance Booster

True Brand Headline Restoration Kit

TYPE

C/A

PURPOSE/DESCRIPTION OF CAPABILITIES

The only time-released fuel treatment in the world. Restores fuel mileage, increases compression, fights ethanol problems, and removes water. Lasts up to 6,000 miles.

Cleans the entire fuel system while improving combustion, increasing fuel mileage, reducing exhaust emissions, and safely removing water through the combustion process.

Cleans and attacks harmful hard carbon deposits that build up and choke performance. Ideal for today’s direct injection (GDI) engines. (Also sold separately.)

Provides aggressive two-stage cleaning for GDI engines from the gas tank to the exhaust; dissolves gums, varnish, and carbon deposits.

C Safely addresses issues associated with modern, deposit-sensitive engines; cleans the PCV emissions system, dissolves crankcase varnish, sludge, and carbon deposits, and improves oil drain.

C/A

Requires no engine teardown. Protects GDI and PFI fuel systems against deposits, removes water and fights ethanol, cleans emissions control systems, induction systems, intake valves, injector tips, and combustion chambers.

C/A Fast. Easy. Profitable. Safely cleans deposit issues associated with today’s deposit-sensitive engines, and protects the engine by reducing friction wear and heat stress.

C Cleans the throttle valve, throttle body, idle air control valves, PCV valves, and other parts of the air induction system that have deposit accumulation.

C/A

Removes deposits from diesel fuel injectors and combustion chambers. Helps improve fuel flow and spray patterns. Increases horsepower and torque. Reduces emissions, diesel knock, and exhaust smoke, and fights moisture damage.

Increases horsepower and torque through improved diesel fuel combustion; also cleans the fuel system and fights moisture damage.

GF-6 compliant. Bonds to metal friction surfaces to reduce friction wear by 50% - 90%. Increases compression, reduces oil consumption, improves performance, and extends engine life.

C As effective as a one gallon engine clean service - save money, save service bay time, and space. Deep cleans and removes harmful deposits, contaminants from the engine oil system.

C/A

Full-synthetic leave-in Engine Maintenance Guard actively removes harmful deposits from internal engine components, prevents future deposit formation, and shields against wear damage.

A GF-6 compliant formula fortifies all grades of engine oil with a concentrated blend of antioxidants, detergents, dispersants, and lubricants.

C/A

Meets OEM performance requirements for most automobiles. Leave-in power steering treatment reduces wear, foaming, and squeal, and extends system life.

Suitable for use in all power steering systems. Leave-in power steering treatment designed to reduce wear, foaming, and squeal, and extend power steering system life.

Breaks down and suspends rust, scale, and sediment without needing a neutralizer. Safe for plastic and aluminum. Corrosion and rust inhibitor technology protects cooling system metals such as iron, aluminum, copper, and solder. Safe for all types of coolant.

C Makes up to 550 gallons. Advanced hydrophobic technology repels water and powerfully cleans dust, dirt, road grime, and bugs under the most demanding conditions for streak-free driving visibility.

C/A

The only product of its kind. Boosts A/C performance – A/C gets colder faster. Cleans and protects the A/C system, extends compressor life and reduces fuel usage, also helps diagnose A/C system leaks.

Patented formula renews hazy headlights to like-new clarity. Increases visibility by up to 50%. Advanced formula leaves the clearest, hardest lens coating available for superior chemical, water, heat, and abrasion resistance.

PRODUCT NAME

VPS All Season Heater and A/C Odor Eliminator

VPS Anti-Corrosion Battery Service Kit

VPS Automatic Transmission Service Kit

VPS CVT Service Kit

TYPE PURPOSE/DESCRIPTION OF CAPABILITIES

C Reduces odor-causing microorganisms and harmful allergens from the heater and A/C systems; improves air quality.

A Neutralizes and eliminates accumulated and harmful corrosive elements; provides increased cranking eﬃciency.

A/C Provides smoother shifting; increases protection against wear and high-temperature breakdown; conditions seals; solvent-free technology.

A/C

VPS Complete Fuel System Treatment A/C

VPS Complete Oil System Cleaner

VPS Diﬀerential and Transfer Case Cleaner

VPS All Engine Clean First Defense Kit

VPS All Engine Clean Fuel Rail Cleaner

VPS Heavy Duty Fuel Rail Cleaner Kit

VPS Light to Medium Duty Diesel Fuel Rail Cleaner

Enhances overall transmission performance, facilitates smooth transitions, and protects against wear and hightemperature breakdowns.

E-85 compatible; cleans and protects entire fuel system in just one application; helps restore fuel economy, horsepower and overall drivability.

C Helps restore fuel economy, horsepower, and engine eﬃciency; helps reduce harmful emissions and engine wear; solvent-free technology.

C Safe and eﬀective detergent/dispersant-based cleaner that helps remove harmful deposits from the driveline systems; solvent-free technology.

A/C Designed to remove hard-to-reach engine deposits in gasoline engines; helps improve injector flow and prevents misfires.

C Helps clean fuel injectors and removes deposits from combustion chambers; helps smooth rough idle and surging.

C Helps restore fuel economy, horsepower and engine eﬃciency; helps reduce harmful emissions and engine wear; solvent-free technology.

C Helps restore fuel economy, power and overall drivability; helps reduce harmful particulate emissions and black smoke.

VPS Power Steering System Kit A/C Prevents and eliminates leaks, stiﬀ steering, and pump noise; provides optimal steering performance; full-synthetic formula.

VPS Power Steering System Kit for Honda/Acura

A/C Formula to meet Honda/Acura specifications; prevents and eliminates leaks, stiﬀ steering, and pump noise; provides optimal steering performance; full-synthetic formula.

VPS Radiator Protector Pack A/C Removes rust, scale, and oily residue from entire cooling system; helps prevent engine boil-over and freeze-up; protects against rust and corrosion.

VPS Fuel Injector Cleaner A/C Advanced, updated formula helps improve maximum vehicle performance by improving engine eﬃciency and fuel economy, while decreasing rough idle, hesitation, and knocking.

VPS Top Treat Oil System Cleaner C Dissolves and removes sludge and deposits from the engine; prolongs engine life and helps restore engine eﬃciency; solvent-free technology.

VPS ULSD Diesel Fuel Treatment C ULSD compliant; cleans injectors; contains cetane improver and lubricity additive for enhanced performance; helps restore fuel economy, power, and overall drivability.

LIABILITY BASICS THAT CAN SAVE YOUR BUSINESS

An

BY CAROL BADARACCO PADGETT

LET’S SAY AN EMPLOYEE SLIPS and falls in your shop. Do you a) tell them to shake it off, or b) send them straight to the doctor or urgent care on your dime?

Always choose “b,” according to William Ferreira, attorney at law for Automotive Defense Specialists, who splits time between Los Angeles and San Francisco offices. Ferreira is in a good position to advise quick lube and quick maintenance shop owners because, in addition to being a legal expert, he knows the lay of the land firsthand. In high school, he took auto shop, and from there he worked his way through college and law school by clocking in at a quick lube on the weekend and a tire shop during the week.

The legal expert adds, “You may spend a few hundred dollars to send an employee to the doctor or urgent care, but that’s pennies compared to what can happen if you don’t take injuries seriously. That’s why you have liability insurance to cover general (expenses like doctors’ fees).”

“My advice is to get ahead of accidents,” Ferreira states. “Send them straight to the doctor. If they need a referral for X-rays, get it. And then document everything.”

He continues, “Otherwise, their first call is going to be to an ‘accident attorney’ who will send your employee to a team-friendly doctor who will find mysterious ailments

and the proverbial soft tissue damage to increase possible payouts. Better to have the initial diagnosis to prevent (the) overzealous tactics of many plaintiff’s attorneys.”

Aside from being proactive the moment an accident happens, how exactly does a quick lube document everything?

One important way, according to Ferreira, is to have a written employee manual or handbook where your shop’s policies and procedures are clearly outlined. And then make it mandatory for each new hire to read and sign the handbook before their first day on the job.

“The acknowledgment should state they read and understood the policies and procedures and were provided the opportunity to ask questions if anything was unclear,” he says. “You also must enforce it (and) write up employees for non-compliance.”

The following no-nonsense basics are examples of some critical points an employee manual should contain.

When a technician is in the pit, for instance, after the oil goes in and before the motor is started up, the tech must first call out that all systems are go for engine ignition. Another extremely simple and effective mandate for shops to put in their employee manuals is that if oil spills—and every shop owner knows it inevitably will—employees are required to stop what they’re

doing immediately and clean it up. Otherwise, slick oil on the floor is an accident waiting to happen.

Nightly cleanup of a quick lube is also critically important to mandate in the employee handbook. As Ferreira says, “The night before have your employees remove all mats, wash them, and put them back. This must be done before any lube work begins the next morning. Then, if these steps don’t happen and an employee falls, it’s because they violated a policy in the manual.”

Another super-simple yet critical employee handbook mandate Ferreira suggests is this: “Employees must be told to wear the right shoes. This is important because, again, oil is very slippery.”

If an on-the-job accident ever lands a shop owner in court, enforced policies and procedures in the employee manual, like the examples above, will help keep the shop safe from the “gross negligence” denial an (insurance) carrier will try to use to deny coverage, Ferreira says. It will also shift some liability to the employee for contributing to their own injuries.

Aside from having your employees read and sign a handbook, shop owners need to do some documenting of their own, the legal expert says. “Get immediate statements from all employees present, pull all camera recordings, take pictures of the area, drug and alcohol test the (injured) employee immediately, and have everything documented in case it gets ugly.”

Then, if needed, choose legal representation that has specific insight into the automotive industry.

“A judge and jury may not understand anything about automotive technology … so I’m translating automotive technology into a language that a judge or jury can understand,” Ferreira closes.

automotive defense attorney shares invaluable advice

If you maintain it, BG will stand behind it.

BG retention programs like the Lifetime BG Protection Plan ® and BG On The Road ® Roadside

Assistance give your customers more reasons to choose your shop. Qualifying customers can

to $ 6,0 0 0 in co er age

THE KEYS TO PROMOTING POWERFUL PERFORMERS

An auto industry veteran steers you straight

BY CAROL BADARACCO PADGETT

“THE RIGHT PERSON WILL show you when they’re ready.” That’s one ultra-powerful nugget of shop promotion wisdom from Oil Changers’ Territory Director Kevin Treder, who’s based in the San Francisco Bay area and oversees 38 locations across 10 states.

That said, Treder notes that the variables affecting promotion will be a bit different for every business. “It depends on the business size and model,” he states. “There’s a time when we’d like an employee to go through (all the traditional) steps and training.” This could look like

two years at an entry-level position, then learning and working one’s way through other positions until finally they’re ready to manage.

“This might take two to three years at a small shop, but a bigger shop may not have that luxury,” Treder notes. “If you have a really

good training program (already in place), you can probably get the right person ready even sooner.”

No matter what a quick lube or quick maintenance shop’s training regimen looks like, though, there are dead giveaways that can help show an owner who’s likely to be the right person to promote.

Heroes Wear CAPEs

CAPE stands for care, attitude, pride, and enthusiasm. Treder notes that based on this acronym, Oil Changers has developed its own simple and highly effective approach.

“We hire for attitude and then train for experience,” as he puts it.

The right people to hire and ultimately promote will be the ones who want to show up each day and who care about the work and the

customers. Pay attention to who these people are, Treder suggests, because your hires represent the second biggest investment in the business.

Another easy-to-remember hiring gem from Treder is that attitude is altitude.

“The good ones bring everybody up, and the bad ones bring everybody down,” he explains. So, attitude must be at the base level of what an individual brings to the business. Integrity and honesty, incidentally, are often part of the personality package when an employee has the right attitude.

Something else to look for when watching out for individuals with CAPE is how an employee interacts with other employees. For example, are they looking to help support other

people or are they always concerned with themselves first and foremost?

Treder finds, “It’s the ones who are always striving to be better and to be part of the team who really shine.”

Curiosity is Invaluable

Perhaps going hand-in-hand with enthusiasm, an employee who shows genuine interest is generally a person willing and eager to learn.

“(Watch out for) those who are students of the business,” as Treder advises. “They want to know how things work, how they can help the team improve, those are the ones we want.”

People who constantly ask what they can do to help should be on your radar, too. They are the ones who often come in early and stay late, and they want to know what the targets are that you want them to hit. They will push themselves to attain them, Treder has found, and they will push others to do the same.

Creating a Sticky Shop Culture

Not every one of Treder’s tips on how to promote the right people has to do with employees’ behavior since sometimes a shop owner needs to find a way to make the right employees want to stay.

“There are a lot of great people in the workforce, but it’s hard to retain them now,” the quick lube business pro notes. “So, it’s important to create an opportunity for them that lets them feel valued and like they can keep growing.”

At Oil Changers, that looks like hiring from within, wherever possible.

“We bring up the person we’ve promoted and bring up all the managers, and we celebrate that person’s promotion. And we have them reach out to their peers for support (in their new role),” Treder says.

In an operation smaller than Oil Changers, an owner or manager might simply have a team meeting and congratulate the employee who’s been promoted. “Others will be watching and see that there’s an opportunity (at your shop) to grow,” Treder emphasizes.

You Can’t Watch What You Don’t See

In all Treder’s tips about finding the right person to promote, owners are told to look for certain attributes and behaviors among their employees. So, it’s worth noting that to see these things, an owner must be in the shop.

“Be present in your business,” as Treder advises. “Know your people and celebrate who they are—get to know them on a personal level. What are they working towards? There are

young people (out there today) who are not going to college and they’re wanting to start a career. Look for those who align with your business and give them the tools (to succeed and grow).”

For Treder in his role directing operations for Oil Changers, knowing people is quite literal.

“There are 188 managers in our company, and I know them all by name,” he says. “I get out and see them. The business is all about people.”

In addition, part of being a good manager—and of having a shop with good management—is learning your people’s strengths and weaknesses. Over time, Treder has found that shop owners and managers will get more from building on their employees’ and managers’ strengths than from dwelling on their weaknesses.

Top Performers are Built Over Time

Treder started as a tech in a San Francisco dealership in 1998. He has spent his entire career in the automotive industry, in auto repair, sales, and operations.

“I joined Oil Changers in 2017 when we had 34 locations and one owner,” he says. “Since then, we’ve grown to 188 locations in 17 states, and we plan to continue growth to 450-plus locations in the next five years.”

Throughout his years, whether in a dealership, a smallish operation, or a sprawling one, Treder has found that one thing remains true in every circumstance. “The goal is to have a shop full of people with management potential, people who bring people up to their level,” Treder says.

DON’T LET YOUR DATA LEAVE YOU IN THE DUST

Tips and tools to help find, understand, and keep your customers

BY CAROL BADARACCO PADGETT

WOULD YOU RATHER WAVE TO POTENTIAL customers as they whiz past your quick lube or greet them as they pull into the business?

According to Justin Rae, the CEO and founder of data-driven, multi-channel marketing campaign creator Cinch based in Draper, Utah, too many quick lube shops are choosing to wave.

The Backstory

Rae has an affinity for two things: data—of course—and small businesses. When he learned about Google’s data-driven algorithms in a college course on consumer behavior, he was riveted. So much so that he started up his own marketing agency to manage customers’ present and future data, clean it, and launch automated marketing campaigns based on it

Technicians look to Full Throttle™ Performance Products for maintenance solutions for all critical vehicle systems. That’s because our roots drive deep into the core of what it means to offer products, support, and solutions that meet the highest standards of vehicle care and performance.

Full Throttle™ and our industry-leading Tech U training platform is your partner in smart ways to enhance your operations and boost your bottom line. Because like you, we know our stuff, we work hard, and we take great satisfaction in a job well done.

Learn more about how the expanded Full Throttle Performance Products line can help your shop by scanning the QR code or calling 800-378-7891.

consisting of email, two-way texting, direct mail, and more.

Rae’s goal was to use data to help local businesses—quick lubes prominent among them—market themselves more successfully to their audiences. For quick lubes, Rae is not shy about saying his methods can make a dramatic difference.

“Our knowledge in identifying quick lube shop’s needs and (strategies to generate) ROI is beyond anything else out there,” he says. “And I’ve been doing this since 2012—looking at consumer behavior in the quick lube space and using automotive data.”

The Challenge

When it comes to marketing a quick lube’s services, Rae notes that management often seems to have little concern about accurate data that can help them.

“You never want to look at getting an increase in ‘new’ versus ‘repeat’ customers,” he says as one example. “Because if one is up, the other one is down.”

Instead, what a quick lube business can truly benefit from is looking at overall percentage of growth. “So, No. 1, we look at how much of your business is coming back today, and how much could be,” Rae says.

To grow a shop, the Cinch CEO says quick lube management must understand its cadence of business, as well, which is quite regular within the industry. Using that cadence to help generate business success means looking at numbers and percentages, yes, but also gazing beyond the numbers to imagine the people sitting in those cars.

“A minivan in Utah, for instance, is probably going back and forth to soccer practice and to school. In Montana, a truck is out driving to oil rigs. So, the joy of the industry is that you can build a repetitive business

and be really forecastable,” Rae finds. “Not a lot of businesses can do this and forecast and understand the business cadence—or how people are driving.”

While quick lube owners must have accurate information on the demographics of the population around their locations and the market position of their stores, something they can truly benefit from is simply knowing how many miles a day their customers drive.

Or, as Rae puts it, “What’s the average miles between oil changes in that location?”

Being able to pinpoint and read data to get these answers can make the difference between a quick lube shop seeing lukewarm business results or dominating at the head of the quick lube pack.

The Takeaway

According to Rae, his tools at Cinch help shop owners determine things like the average number of miles between peoples’ oil changes in their locale. In addition, the time lapse between oil change service and even how often people are driving in their cars is important information shop owners can glean.

“We can enrich data to show age, income level, educational level, and how many other cars there are in that household,” Rae says.

Is all of this actually beneficial to know? Yes, according to Rae.

“If a household has a Ferrari, they’ll probably take it to the dealership. But if they have a Honda Accord and a Civic, but they’re only bringing the Accord to you, we can figure out how to get the Civic in, too,” he says.

It all starts with the pump. Samson’s quality is based on a strong pump platform. Be it for Oil, Grease, DEF, Coolant, Gear Lube, or other lubricants, Samson has you covered for any heavy duty application.

Then the numbers guy circles back to the people factor once again.

He says that Cinch’s tools can break a shop’s custom database into groups and identify certain attributes of a group that shop owners and management can use in dealing with customers. For example, soccer moms have kids and tend to drive a certain number of miles.

“And they like to keep the car running because they don’t want to be late to the soccer game. Knowing this helps you know how to talk to them,” Rae notes.

“Then, if your customers are geeks with double incomes and no kids, you can also identify this with enriched data,” he says, which is helpful to understand.

While geographic area will have a large impact on a quick lube shop and who comes through its doors how often, age, as it turns out today, seems to affect marketing strategy less and less.

If you asked 10 years ago how 60-year-olds wanted a lube shop to contact them, for instance, they’d say mail and to please text them less.

“But today, it’s more about the combination,” Rae has learned. And

yet, marketers should be aware that some aspects of marketing today can seem to run counterintuitive to what you’d expect.

“I’m in my early 40s,” Rae gives as an example. “And the irony is that the best way to reach me is direct mail. I’m the CEO of a company and I get hundreds of emails a day, and if you email me the message won’t come through. But I still walk out to the mail, pick it up, look, and decide what to keep and what to throw away. There’s a moment of undivided attention with that mail.”

Cinch can also help quick lubes focus on their customers’ pricing sensitivity. If patrons are synthetic oil change customers, for instance, this might be an issue. And you don’t want to send them coupons for conventional oil changes when they use synthetic in their cars.

“If a synthetic oil change customer comes in with that coupon and doesn’t realize it only applies to conventional oil, they’ll get miffed if they have to pay more,” Rae cautions.

The Aftermath

Today, data science and AI combined are helping Cinch make sure

that quick lube businesses continue to grow. Yet, Rae says that doesn’t mean that shop owners can stop trying to get to know their customers in real time.

“If your business has good operations and there are good experiences that customers are having in your shop, make sure you’re collecting contact information from each of them,” Rae suggests. “That’s a good foundation.”

Then, a good building block to put upon that foundation is to figure out how much it costs you to get additional business. “Figure out your baseline and see how to make your customer feel like you know who they are and what they want,” the Cinch CEO says.

“As AI gets bigger and better (and its predictive qualities become even more fine tuned), shop owners who are savvy with their data will really start to win. We’re trying to make it easier for people to win and compete against the big guys,” Rae adds. •

•

Boost Your Profits: Unleashing the Power of Package Programs

Are you actively thinking about ways to help increase profits?

BY AMBER KOSSAK

Raising prices may be a necessary step to fill the gap, though price increases have risks if perceived excessive. Reducing your cost of doing business can increase profits also, though we want to be careful here as well. “Right sizing” is better than downsizing.

One of the best ways to grow your business is by attracting new customers. Most of the tactics for doing this are familiar to us, but worth repeating.

• Creating a referral program.

• Run special promotions that can include discounts on specific services such as free gifts with purchase, discounted services, or coupons.

• Partner with local businesses.

• Get listed in online directories.

• Use social media to share news about your business or answer questions from potential customers.

• Utilize package programs.

For auto service operators, a package program is a set of products or services that are bundled together (creating value). Also, can be known as a GOOD, BETTER, BEST program! Package programs have been a proven way for professionals in the auto service industry to attract new customers, generate repeat business, at the same time increasing profits.

Package Programs Simplify the Ask!

Presenting added value: When offering package programs combined with multiple services or products as one sale, at a discounted price compared to purchasing them individually becomes a value to the customer. This incentivizes them to choose the package over individual services, therefore, you increase profit by increasing the number of services. Package programs create up-selling and cross-selling opportunities. When customers opt for a package, you can then suggest additional services or products that complement the package, thereby increasing the overall value. Again known as a GOOD, BETTER, BEST program. For example, a typical oil change will include an oil/filter change with inspection. This can be your GOOD package oil change bundled with an Oil System Cleaner, an Engine Additive, or a quality Fuel System treatment for a discounted price.

Well-designed package programs can boost customer loyalty and retention. Customers who have a positive experience with a package and

find value in it are more likely to return for future services. Repeat business and a higher customer retention rate are always beneficial for longterm profitability. When customers receive needed products or services while also saving money, they are more likely to return again.

Package programs allow auto service operators to plan and allocate resources more efficiently. By knowing in advance the services included in a package, operators can streamline their workflow, optimize scheduling, and allocate resources effectively. This can lead to increased productivity, reduced downtime, and improved overall operational efficiency.

Package programs provide a marketing tool for auto service operators. They can be used as promotional offers to attract new customers, retain existing ones, or target specific customer segments. Effective marketing campaigns and advertisements that highlight the benefits and savings of your package can increase customer awareness and attract more business.

Package programs often involve predefined combinations of services or products. This enables service operators to streamline their inventory management processes. By planning and stocking the necessary parts and supplies for package services, operators can reduce inventory costs and minimize waste or excess inventory. There are reasons you can’t buy a T-bone steak at a McDonald’s, but you can get a Happy Meal.

Increase profits up to 25%

Research has found that package programs in auto service operations have the potential to increase profits up to 25% by boosting customer value, driving additional sales, simplifying the ask, improving customer retention, optimizing resource allocation, supporting marketing efforts, and enhancing the overall customer experience.

Be sure to train your team ask every time. “Would you like fries with that?” That is, make it a habit to have your front-line staff mention the package offer for each customer. Reinforce the message with posters or signage, maybe even a counter display.

Measure results of everything you do. When something is working, do it well, and do more. What’s not working, discard. My father has always said, “If better is possible, good is simply not enough.”

Think about it.

Moving into a New Year

What can you do to prepare for success?

Adam Tatum is director of operations for the Virginia Group, a Jiffy Lube franchisee with 11 locations. He has over a decade of experience in the industry with a proven track record of building customer counts and sales, as well as using innovative ways to bring a new look to the automotive field for both the customer and the employee. Performance comes from growing your business through people.

AROUND THIS TIME OF THE YEAR, MANY OF you are looking to finish strong on your numbers. You are usually shoring up your crew for the slower, colder months (for some of us) and looking at how it will all end. Are you going to be down in customers or sales from the year before? This is a concern for those with new competition in your markets. Are you looking to hit a few year-end goals to pad the bottom line for a positive year? Well, that’s most of us! As you wind down your 2024 campaign, don’t forget to prepare for a strong start to 2025. Let’s review things to make it as successful as you want.

Know Your Numbers

One of the most important things to set yourself up for success is to set the proper metrics. If you’re in a spot where there’s new competition and it’s affecting your sales and car counts, you need to compensate for that. Don’t set each month’s car counts higher than what you’re doing right now. A good way to deal with that, regardless of competition, is to set yourself to comp numbers. If you did it last year, do it again. It’s a simple way to gauge the impact on your business. In most cases, car counts are not positive trending, so being able to match what you did puts you on a positive. A second thing to look at is your price. Are you comparable to your competitors or are you lower? Raising your price a few dollars could compensate for lost car counts. These are two things you could consider going into a new year. If you’re a manager or an operator, we all know that most people will try to give you what you ask for.

Get the Right People in Place

So, you have achievable metrics. They may not be what you were hoping for, but sometimes it’s better to set yourself up for reality without reaching. Do you have the right people to make this happen? With the slower months here, now is a good time to identify your core team and work on the roles. Do you have a customer service advisor who can generate the sales you’re seeking? If not, this can be an

opportunity to take a performing advisor and allow them to train some of the newer ones. Check Indeed or another hiring site for salespeople. It’s not that you want to sell to your customers, but to acquire a skill set. The gift of gab is not in your everyday technician, so look to put yourself in the best position. You can do this within all your positions. You want to provide quick service. Set up some position classes with your best people. This allows you to improve the bay teams without having to be in multiple locations at once. Think smarter, not harder. If you don’t have the right team members, work on finding and training replacements now rather than going into a new year at a disadvantage.

Be Business Ready

Are your stores ready for business? Can you add a new service or a new machine/lift to increase your sales? Look at the return on investment with a new drive-over lift, for example. If it’s $5,000 for a lift, and you offer them at $25.00 a piece, that is only two hundred rotations. If you can increase the number you can do by adding a second or third lift to avoid moving cars around, you can easily see a return in a few months. Do you want to improve comfort in your lobby areas? Change your seating or add an amenity to make it more enjoyable. Remember: An oil change is a negative purchase. It’s not something people wake up excited to get and spend money on. If we can do something as simple as offering coffee or a bottle of water to put a smile on someone’s face, then it is worth the effort. You can do all these things or none of them. These are ideas and suggestions for things you can do to improve your operations. If you are a manager of a location, you can take some of these ideas and do them yourself, especially training. What stops you from getting your best hood tech to work with the others to improve their skills? What if you’re the customer service manager, what stops you from training your second and third in the shop to be as good as you are? What you don’t want to do is nothing. That can be the definition of insanity.