NOLN - November 2017

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NOVEMBER 2017

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NATIONAL OIL & LUBE NEWS’

32ND YEAR

OF SERVING THE QUICK MAINTENANCE INDUSTRY

COMPETING FOR TOP JOB CANDIDATES • CO-BRANDING YOUR BUSINESS

November 2017

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NATIONAL OIL & LUBE NEWS, THE QUICK SERVICE EXPERTS

inside this issue

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Features

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BEST LOOKING LUBE

Our winners and honorable mentions from the 2017 contest.

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TAKING CONVENIENCE TO THE NEXT LEVEL

Considering co-branding your business? Read this first.

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THE 12 MOST IMPORTANT FACTORS TO SUCCESSFULLY OPERATE A FAST LUBE

A tribute to and advice from industry legend, Joe Haggard.

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YOU NEED TO COMPETE FOR THE BEST JOB CANDIDATES

With new job creation healthier than expected in 2016, and further increases so far this year, finding and hiring the best candidates for your shop may no longer be a slam-dunk.

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HOW BUSINESS COULD “PICK UP” FROM THE LIGHT TRUCK MARKET

For the auto service industry, the pick-up in sales of pickups could be good for business, as these vehicles tend to require more frequent servicing.

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2017 OPERATOR SURVEY, PART III

Part III of the 2017 Operator Survey highlights services and best selling products.

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NATIONAL OIL & LUBE NEWS, THE QUICK SERVICE EXPERTS

inside this issue

IN EVERY ISSUE

10 AROUND THE INDUSTRY 36 RECALLS 44 TECH SPEC (THEN) 48 TECH SPEC (NOW) 70 PRODUCTS & SERVICES 72 CLASSIFIED ADVERTISING 73 ADVERTISER INDEX

Viewpoints

8

FROM THE PUBLISHER

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Winning and Losing

by Steve Hurt

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ANSWERS FROM THE ONE Winter Car Care Tips

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65

ABOVE & BEYOND

Winter Brings Sales Opportunities

by Randy Fowler

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THE TRAINING NEVER STOPS One Bite at a Time

by Ragan Holt

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SELLING IS EDUCATING Are You Prepared?

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Calendar of Events Feb. 12-14, 2018 NOLN Quick Nashville, Tennessee www.nolnquick.com

NOVEMBER 2017

April 26-28, 2018

The Car Wash Show Las Vegas, Nevada www.thecarwashshow.com

NATIONAL OIL & LUBE

Oct. 30-Nov. 1, 2018

32ND YEAR

OF SERVING THE QUICK

MAINTENANCE INDUSTRY

net

• CO-BRANDING YOUR BUSINESS

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Join the Conversation

NEWS’

COMPETING FOR TOP JOB CANDIDATES

AAPEX Las Vegas, Nevada www.aapexshow.com

On the cover, the winner of the 2017 Best Looking Lube Contest, Lucas Oil Center in Evansville, Indiana.

/OilLubeNews

by Amber Kossak

November 2017

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@OilLubeNews

@Oil_Lube_News

www.noln.net

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5 e k a T . . . e g n

a h C l Oi

is powered by

AUTO DATA To achieve rapid growth and implementation of efficiencies, Take 5 Oil Change chooses and trusts Auto Data.

Because it’s only natural that the “Fastest Oil Change on the Planet” uses the fastest quick lube software on the market.

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www.autodatainc.com November 2017

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LETTER FROM THE PUBLISHER

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NATIONAL OIL & LUBE NEWS, THE QUICK SERVICE EXPERTS

Winning and Losing

Publisher

Steve Hurt

Recently, I went back through the years of NOLN’s November issues to look at our Best Looking Lube winners. In 1999, Michael Barradale’s FastTrack in New Jersey won the first contest. It is amazing how far our industry has come with our facilities. The basic concept is still the same, but now we build shops that are bigger and more efficient.

The waiting rooms have come from a few plastic chairs and a coffee pot, to comfortable leather chairs and couches with soda fountains and fresh pastries. Many times through the year we get press releases that include a quick lube that has won some kind of beautification award in their communities. Most of the time when I am traveling, I like to go by the local quick oil and lube in whatever town I am in to see what catches my eye. Congratulations go to Lucas Oil Center, owned by Bill Floyd, for winning this year’s contest; the new shop looks great!

As many of you know, in July we lost a giant in our industry. Joe Haggard was a part of the original pioneers in our industry. Joe saw the opportunity in this industry before most of us had heard of a quick oil and lube. His ability to understand the value of customer service and how to provide it was uncanny; most of the customer service traits of the quick oil and lube, he perfected. Joe was passionate about our industry and spent many hours in assisting others in how to get into the business. Then, he was a constant encourager and a wealth of information to newcomers, as well as veterans. It has been said before, mankind has two types of people: givers and takers. Joe was a giver. NOLN was fortunate to have Joe share some of his knowledge with our readers, and in Joe’s memory we wanted to share one of our favorites. Enjoy the read starting on page 28.

November also means the granddaddy of all trade shows. The 2017 APPEX/SEMA show will once again educate and enlighten all who attend.

The crew from NOLN will be there; hope you will be there, too.

Until next time keep on lubin’! S

N LN

NOVEMBER 2017

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NATIONAL OIL & LUBE NEWS’

32ND YEAR

OF SERVING THE QUICK MAINTENANCE INDUSTRY

COMPETING FOR TOP JOB CANDIDATES • CO-BRANDING YOUR BUSINESS

steveh@stevehurt.com Chief Operating Officer

Ragan Holt

ragan.holt@noln.net Senior Director, Creative Team

Tammy Neal

tammy.neal@noln.net Senior Director, Sales & Marketing

Eliseo Torres

eliseo.torres@noln.net Senior Director, Business Operations

Sheila Beam

sheila.beam@noln.net Creative Team, Graphic Design

Eric Cisneros

eric.cisneros@noln.net Circulation

Nikki Held

nikki.held@noln.net Advertising Sales & Marketing

Brian Ashley

brian.ashley@noln.net

CONTRIBUTING WRITERS

q

Jim Baumer Peter Suciu William Lynott WEBSITE DEVELOPER / GRAPHIC DESIGN

q

November 2017

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PUBLISHER

1999

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Tiffany Fowler

10/4/17 7:52 AM

2017

Published twelve times a year (along with an additional Buyers Guide) by TKO Multimedia 2345 50th St., Lubbock, TX 79412-2336. Postage Paid at Shepherdsville, KY. Postmaster: Send address changes to National Oil & Lube News, 2345 50th St., Lubbock, TX 79412. Editorial Information: info@noln.net. Annual subscription rate to U.S. destinations is $39. Subscriptions to Canada and Mexico are $70. All other foreign destinations are $130 for postage. Prepayment is required on all foreign orders, paid in U.S. funds. ©Copyright National Oil & Lube News 2017. Reproduction is allowed only with permission of publisher. Views expressed by columnists and guest writers do not imply National Oil & Lube News endorsement. Every attempt is made to provide accurate and reliable information described or offered herein, nor can NOLN verify accuracy of advertising claims made herein. The purpose of NOLN is to open an active line of communication between lube shop owners and managers and to provide a link between lube shops, manufacturers and suppliers throughout the country.

Authors — We welcome editorial proposals and submissions. Contact Tammy Neal for more information.

Advertisers — Advertising rates are available upon request. Please contact Eli Torres for display advertising deadlines, Internet advertising and other information.

Contact Nikki Held for classified advertising information.

NOVEMBER 2017 Volume 32 s Number 11 ISSN 1071-1260 All correspondence and inquiries should be directed to our business offices: 2345 50th St. Lubbock, TX 79412 Phone: 800.796.2577 or 806.762.4464

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AROUND THE INDUSTRY Grease Monkey Franchisee of the Year, Wayne Glasser FullSpeed Automotive, whose portfolio of brands include Grease Monkey, SpeeDee, LubePro’s and Monkey Shine, recently announced that Grease Monkey franchisee Wayne Glasser was honored at the International Franchise Association’s Annual Franchisee of the Year award ceremony in Washington DC. The award winner represents the very best of the Grease Monkey brand and franchise system.

Glasser’s consistent high level of sales growth and multi-unit ownership are an impressive model of achievement, but he doesn’t stop there. He also goes the extra mile in supporting his fellow franchisees as a Grease Monkey brand and owner advocate.

Full Speed Automotive, New Business Name for Grease Monkey International LLC Grease Monkey International, LLC recently announced it will use a new business name, FullSpeed Automotive.

“This new name better reflects the diversity of the company’s automotive service brands and continues to inspire its terrific growth trajectory,” said John Adams, GMI LLC president and CEO. While the company’s business name has changed, its mission remains the same: Driven to perform, so our customers and their vehicles can, too!

The brands covered by FullSpeed Automotive include Grease Monkey, SpeeDee, LubePro’s and Monkey Shine, as well as 40 Havoline xpress lube locations driven (From left to right) Shelly Sun, IFA Chair and Founder & CEO, BrightStar

by Grease Monkey Care; Wayne Glasser, multi-unit franchisee of Grease Monkey; Angie in Georgia, Illinois, Glasser, multi-unit franchisee of Grease Monkey; Tom Baber, multi-unit franchisee of both Money Mailer and IHOP (DineEquity); and Neema Wisconsin and Ardebili, vice president of Business Development & Global Franchise at ADP. Florida.

To celebrate the Owner of 11 Grease Monkey centers new name, along with its recent relolocated throughout Colorado, Glasser’s cation of its Franchise Support Center, centers are always ranked among the FullSpeed Automotive hosted an open brand’s top performers. This success was house on September 11, 2017. earned through hard work, commitment to the Grease Monkey system and assembling a passionate team of employees over the past 35 years.

Glasser’s goodwill efforts include serving on Grease Monkey’s International Franchise Advisory Council, as well as past Chairman of the Operations and Training committees. Always approachable and eager to share his expert advice to help others, Glasser is a valued leader to his employees, his peers and the Grease Monkey brand.

Driven Brands Charitable Foundation Raises Money for Hurricane Relief The Driven Brands Charitable Foundation partnered with parent company Driven Brands’ retail automotive brands to help raise funds for Hurricane Harvey and Hurricane Irma relief through the American Red Cross. Driven Brands’ participating companies include Take 5 Oil Change, Meineke Car Care Centers, CARSTAR Auto Body Repair Experts, Maaco and 1-800 Radiator & AC. “Our thoughts are with our franchisees, their staffs and families in the storm zones and the millions of people whose lives have been disrupted by rain, wind and floods and who are now facing a lengthy clean-up and restoration,” said Noah Pollack, executive vice president and general counsel for Driven Brands.

Driven Brands has more than 50 locations in the Houston area. Fortunately, most store locations had minimal damage during Hurricane Harvey and are open for business. In Florida, Driven Brands has more than 160 locations.

The Driven Brands Charitable Foundation raised more than $650,000 in 2016, and its fundraising efforts have now surpassed more than $1.5 million since it was established in 2012. The Foundation, working in conjunction with over 2,500 Driven Brands franchisees, vendor partners, customers and employees, looks to not only change the lives of children and families in need but to support local community initiatives in the neighborhoods its businesses serve.

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WE BUY QUICK LUBES

28 281 LOCATIONS PURCHASED SINCE JANUARY 2014, AND COUNTING! Valvoline is seeking single and/or multiple locations performing 7500+ oil changes per year.

Contact Gayle McMillin

859-357-7303

lgmcmillin@valvoline.com www.valvolinequicklubes.com NOL_1-37.indd 11

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US-J-5344-EN ©2017 November 2017 NOLN 11Valvoline 7/17 ™Trademark, Valvoline or its subsidiaries, registered in various countries

10/4/17 10:15 AM

Lube ‘N Go Opens Twelfth El Paso Location Lube ‘n Go, Inc. opened its twelfth location in August. The newest location will serve West El Paso at 7000 Westwind Drive. This location will be Lube ‘n Go’s third location in this region of the city.

“We are very proud to have opened our 12th location,” said Mark Bochnowski, owner. “Lube ‘n Go has been owned and operated in El Paso

for over 41 years, and we are excited to be expanding our footprint to service the community’s vehicle maintenance needs with ease and convenience.”

This location will provide all services available at Lube ‘n Go locations including oil changes, Texas state inspections and all preventive vehicle maintenance.

2017 Scholarship Winners Announced Women in Auto Care awarded $65,000 in scholarships to 22 deserving female students who are studying to enter the auto care industry in 2017. The scholarships are given to young women in high school and post-secondary schools that are focused on technical, as well as business/engineering degrees. In addition to monetary scholarships, Women in Auto Care awarded $16,000 in tools to help high school applicants acquire the required tools needed to enter a technical program.

Scholarship funds and product donations come from auto care industry companies. For example, TechForce Foundation, an organization that encourages and supports students’ technical education, donated $6,000 to give two $3,000 scholarships specifically for women studying to become technicians.

AB

LE N O N -

X TO

DE GRAD

“We are incredibly grateful to play a small role in supporting the next generation of women joining the auto care industry through our scholarship program,” said Danielle Sonnefeld, education committee chair, Women in Auto Care.

“Their applications are inspiring, and their goals ambitious. We look forward to continuing to encourage and cultivate their success.”

Here is the list of the 2017 winners:

SAFE CO

BIO

IC NON-

sm

Post-Secondary Students • $10,000 – Kathleen Schmatz Scholarship – Antoinette Jackson, Suffolk County Community College • $5,000 – Becky Babcox Scholarship – Jacqueline Hower, Northwood University • $5,000 – Mikayla Brakke, Lake Area Technical Institute • $5,000 – Tiffany Neil, Portland Community College • $2,500 – Linda Myers, Tennessee College of Applied Technology • $2,500 – Rebecca Whitehead,

RROSIVE

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Ashtabula County Technical & Career Campus • $2,500 – Samantha Cotell, McPherson College • $2,500 – Shannon Holsten, State Technical College of Missouri • $2,500 – Brooke Peckham, Grand Rapids Community College • $1,500 – Malorie Dyda, Northwood University • $1,500 – Megan Dietrich, University of North Carolina, Charlotte • $1,500 – Ashley Braun, Red Rocks Community College • $1,500 – Katherine Dooley, Northwood University High School Students • $5,000 – Katelyn Fair, Indiana University-Purdue University Indianapolis • $3,000 – TechForce Foundation Scholarship – Jazmyn DeHerrera, AIMS Community College • $3,000 – TechForce Foundation Scholarship – Madison Lusche, Southeast Community College • $2,500 – Kassidy Hastings, Ohio Technical College • $2,500 – Nina Trandel, Ferris State University • $1,500 – Jullian Mancuso, Rosedale Technical College • $1,500 – Natcin Gonzalez, Weber State University • $1,500 – Deborah Yussuff, Georgia Southern University • $1,500 – Nikita Simile, CCAC West Hills Center Tool sponsors include: Power Probe, Ullman Devices, Electronic Specialties, Channellock, Gearwrench, Ingersoll Rand, Chicago Pneumatic, CPS, Sunex, Florida Pneumatic (Aircat) and Allied International.

The application for 2018 is now open, and students can apply through March 31, 2018.The application is available at: http://bit.ly/2018WiACScholarship S

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SmartPrint is the only label printing system specifically designed to meet the needs of the fast-lube industry. Our printer formats allow flexibility in setting your own date and mileage intervals, messaging, and cross-selling of services on labels.

Getting tired of your vendor not answering their phone, returning your message and not supporting the products they distribute? With Comgraphx, your call will be answered by a fully staffed and knowledgeable customer service department Monday through Friday, 8:00am to 5:00pm CST. We are the industry preferred supplier of lube labels, printers and ribbons. Call our customer service team today at 800-331-4438 to take advantage of this $20 manufacturer rebate.

Contact customer service at... 800-331-4438 M – F 8am to 5pm CST. Rebates will be processed upon purchase of new SmartPrint Printer and receipt of your old printer.

November 2017

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2017

BEST LOOKING LUBE

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first Place lucas oil center Evansville, Indiana Lucas Oil Center just opened their second location, featuring a quick lube, car wash and two-story waiting room.

One judge said, “Lucas Oil Center’s massive ceiling and natural lighting makes it feel very open and spacious. The comfortable seats and multiple seating options has something for everyone.”

Another judge commented, “It’s a modern facility — bright and busy!”

We’re sure the customers love the massage chair and self-serve coffee bar, too!

November 2017

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4Second Place

Lubricant Specialties Mukwonago, Wisconsin With its clean brick exterior, spotless bays and tidy waiting room, there’s not much to dislike; however, this shop’s most unique feature gave it an edge.

“Who can compete with a Caffeinated Cafe right next door while you’re waiting for an oil change to be done?” one judge exclaimed.

“The coffee shop with drive-up and fire pit is a neat touch,” another judge said.

The shop’s refined landscaping was also a judge favorite.

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WE CAN HELP, WHETHER YOU USE OUR PROGRAM OR NOT

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4Third place

mobil 1 LUBE EXPRESS Billings, Montana The automobilia in the bays is just where the charm starts in this shop. (Plus, the Mobil 1 floor treatment is a neat touch!)

“The bays are spotless, and all the Mobil nods are sure to be loved by car guys and junkers alike,” one judge said.

Inside, the charm keeps on going.

“A massage chair fixes a lot of problems,” one judge commented.

While another said, “Mobil 1’s waiting room feels like you’re visiting family — maybe a bit eccentric family — but it is cozy nonetheless.”

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Part # AF4278 AF4343 AF4372 AF4479 AF4690 AF4720 AF4727 AF4731 AF4878 AF4880 AF4886 AF5192 AF5227 AF5314 AF5323 AF5396 AF5414 AF5418 AF5431 AF5432 AF5433 AF5462 AF5463 AF5528 AF5560 AF5582 AF5603 AF5642 AF5649 AF5650 AF5653 AF5655 AF5669 AF5699 AF5701 AF5703 AF5707 AF6309

AIR FILTER

Fram# Penz# Description CA4309 PZA153 Nissan FI 81-11 (w/metal frame) 2.19 CA5056 PZA139 Ford (8) FI 86-11 1.99 CA3901 PZA150 Jeep, Dodge FI 87-11 2.29 CA6479 PZA162 GM (6/8) 88-09 2.09 CA7351 PZA179 Toyota (4/6) FI 92-04 3.49 CA7344 PZA197 Mitsubishi FI 92-05 3.49 CA7440 PZA186 Jeep (6/8) G.Chrkee FI 93-04 2.99 CA7421 PZA189 GM (6/8) Cars & Trck FI 93-05 2.09 CA8039 PZA206 Ford (8) Cars & Trck FI 96-10 3.99 CA7597 PZA26 GM (6) FI 94-09 1.99 CA7626 PZA216 Toyota 95-04;Lexus 92-00 3.69 CA8243 PZA208 Ford Ranger FI 98-09 2.49 CA8221 PZA217 GM Malibu 97-04; Alero 99-07 2.79 CA8755 PZA237 GMC Silverado (6/8) 99-11 3.99 CA8997 PZA244 Ford Taurus; Mercury Sable 00-08 2.99 CA9054 PZA257 Dodge Caravan 01-10 3.19 CA8817 PZA272 Jeep Liberty 3.76 02-07 3.99 CA9332 PZA268 Ford Explorer 02-10 3.19 CA9492 PZA434 Saturn Vue 02-10 4.49 CA9360 PZA263 Toyota Camry; Highlander 02-11 3.99 CA9345 PZA269 Chevy Trailblazer, Envoy 02-09 4.49 CA9401 PZA271 Dodge Ram Pickup 02-11 4.29 CA9482 PZA433 TOYOTA Corolla; Pontiac Vibe 03-08 3.99 CA9687 PZA462 Ford F150 5.4L 04-08 4.29 CA9838 PZA475 DODGE Charger/ Chry 300 04-11 4.99 CA10094 PZA479 Ford Fusion/Mercury Milan 06-09 4.99 CA10014 PZA478 Chevy Impala/Monte Carlo 06-11 4.99 CA10262 PZA517 FORD Truck F Series ’08 – 11 5.99 CA10171 PZA518 TOYOTA Camry (4) 07-11 4.99 CA10169 PZA485 Toyota Avalon / Camry (V6) 05-11 4.99 CA10165 PZA507 Honda Civic 06-11 4.99 CA10190 PZA508 TOYOTA Yaris 07-11 4.99 CA10234 PZA500 NISSAN Versa 07-11 4.49 CA10242 PZA511 Ford Edge 07-11, Taurus 08-11 4.99 CA10346 PZA526 Nissan Sentra 07-11 5.49 CA10349 PZA501 Nissan Altima 2.5L 07-11 4.99 CA9969 PZA522 CHEVROLET Cobalt 05–10 4.99 CA10467 PZA540 HONDA Accord (4) 08 – 11 4.99 CALL FOR A COMPLETE LISTING (Over 400 part numbers) *** OEM QUALITY...SATISFACTION GUARANTEED***

CABIN FILTER STARTER KIT $129.99 Top 20 #’s (21 filters) representing approx. 80 % of total Quick Lube sales Includes step by step installation instruction and application catalog.

OIL DRAIN PLUG & GASKET ASSORTMENT MASTER KIT $149.99 Contains top 12 Oil Drain Plugs (140 pieces) & Top 12 Gaskets (525 pieces) in a sturdy compartmentalized metal box, covering approx.

80% of domestic and import applications.

OIL FILTER

Our Part# Champ# Fram# Penz# Valvo# Price OF-111 PH47 PH3387A PZ9A VO16 1.15 OF-195 PH400 PH3600 PZ19 VO23 1.15 OF-241 PH2835 PH3614 PZ21 VO25 1.15 OF-2222 PH48 PH10060 PZ167 VO88 1.15 OF-2500 -PH10575 PZ173 VO100 1.15 OF-4006 PH44 PH3506 PZ48 VO58 1.15 OF-4011 PH51A PH3980 PZ29 VO55 1.15 OF-4459 PH2808 PH3593A PZ33 VO39 1.15 OF-4476 PH2840 PH4967 PZ39 VO40 1.15 OF-4477 PH2840 PH4386 PZ39 VO41 1.15 OF-4610 PH2867 PH7317 PZ109 VO49, 50 1.15 OF-4612 PH2876 PH6607 PZ37 VO54 1.15 OF-5274 P2129 CH8765 PZ55 VO67 1.99 OF-5288 PH59 PH3675 PZ28 VO31 1.15 OF-5335 LFP780 PH3976 PZ47 VO64 2.99 OF-5436 P2225 CH9018 PZ58 VO76 1.79 OF-5505 P960 CH9641 PZ159 VO80 2.49 OF-5526 P2017 CH9549 PZ170 VO81 3.79 OF-5608 P967 CH9972 PZ161 VO84 2.49 OF-5702 P979 CH10295 PZ169 VO96 2.79 OF-6135 P990 CH10955 PO180 VO110 3.49 OF-6311 P980 CH10358 PZ172 VO102 2.49 *With $99 Air Filters order & 35 Cases Min. or Add 0.20 cents each

Our Part# F33144 F43178 F54714 F55215 F65455 F64711 F65277

Fram# G3727 G4777 G7315 G8219 G3802 G3850 G8018

FUEL FILTER Champ# G451 G6335 G578 G645 G800 G6367 G6593

Description GM (4/6/8) 84-06 Nissan FI 84-04 GM (4/6) 92-05 GMC (4/6) 97-05 Ford (4/6/8) FI 83-05 Ford Trks (6/8) 91-04 Ford Cars & Trks FI 98-06

WIPER BLADES

Price 1.79 2.49 2.49 2.49 1.79 1.99 2.49

Universal Steel Blades 16” thru 19” 20” thru 22”

Price 1.29 1.39

Premium Plus Steel Blades 15” thru 19” 20” thru 22”

Price 1.99 2.29

Beam/Bracketless Blades 16” thru 22”

Price 4.99

HEARTLAND CHEMICALS

Our Part# 61053

Description Diesel 2 step Fuel Injection Kit

Price 7.99

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honorable mention

havoline xpress lube Florence, Alabama This beautiful, new Havoline xpress lube opened in November 2016, and it is spotless.

The judges loved that the bays were clean and not crowded with product.

“This shop is uniform and neat,” one judge said. “I also love the aesthetic of the building.”

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• • • • • • • • • • • •

Passenger Passenger Car Car Motor Motor Oils Oils Heavy Duty Engine Oils Heavy Duty Engine Oils Transmission Transmission Fluids Fluids Gear Lubricants Gear Lubricants AW AW Hydraulic Hydraulic and and Tractor Tractor Fluids Fluids Wiper Wiper Blades Blades

•• •• •• •• •• ••

Greases Greases Chemicals Chemicals Antifreeze Antifreeze Coolants Coolants Filtration Products Filtration Products Belts Belts and and Bulbs Bulbs Gloves Gloves

® Call Provider Call today today to to become become a a SERVICE SERVICE PRO PRO® Car Car Care CareNovember Provider 2017 | NOLN 21

Visit us on the web at www.service-pro.com or call 1-800-313-2463 Visit us on the web at www.service-pro.com or call 1-800-313-2463

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AL TUNISI CENTER, PETROMIN EXPRESS Jeddah, Saudi Arabia Even though this shop is located on the other side of the world, it has many resemblances to a U.S. quick service shop.

“I appreciate how easily you can see work being done on the car from inside the Petromin Express waiting room, and the bays look so nice, that it isn’t an eyesore either,” one judge commented.

honorable mention

“I like the nice tile. It’s easy to keep clean,” another judge said. “They deal with a lot of dirt, and the tile is very practical. I have seen this make a nice floor in the States, too.”

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This year’s contest yielded some great results. Our judges were highly impressed with the quality of the entries received. We have all enjoyed watching as so many quick oil change locations have stepped it up to create an atmosphere customers enjoy being in. We’re certain many more locations will follow suit in years to come.

In addition to naming an overall winner, NOLN also selects winners in three categories: waiting room, bays and landscaping. Those winners are shown here. S

best Waiting Room Lucas Oil Center

best bays

Lucas Oil Center

best landscaping

valvoline instant oil change Cincinnati, Ohio NOL_1-37.indd 25

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Taking Convenience to the Next Level Co-branding Your Business

by Jim Baumer

People are busy, maybe busier than ever before. Multitasking is the new norm.

Forcing them to focus on simply one thing while getting work done on their car — like an oil change or repair — is running the risk of inconveniencing them in a major way.

Not only are we busy, but we’re on screens, seeking a wi-fi hotspot when we lay-up and come to a stop. In light of that, considering value-added options for your customers is no longer an unrealistic expectation if you own and operate an auto service shop.

“Service-based industries are hot,” said Dallas-Fort Worth-based franchise consultant, Sara Waskow. “People are so busy, and they’re seeking ways that make their lives easier.”

Younger customers aren’t content to sit in what passed for a waiting area in the past — dirty, dingy, with coffee that looked like warmed-over crankcase sludge.

If your attitude is, “tough” when it comes to providing something more comfortable and appealing to millennials and the younger demographic, they’ll simply go somewhere more appealing. Recognizing that people’s time matters isn’t simply a marketing ploy to attract younger customers — everyone is seeking to maximize their time these days.

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JOIN THE TEAM THAT EVERYONE’S REVVED UP ABOUT. To learn more, visit www.jiffylube.com/franchise or call 800-327-9532.

As the owner of an auto shop, you’re used to helping others boost performance.

Now it’s your turn. Convert your shop into a Jiffy Lube® and you’ll have the power of three amazing brands behind you — Jiffy Lube, Pennzoil and Shell Rotella. You’ll also have the reach of national advertising to help drive consumers to your service center. ©2017 JIFFY LUBE INTERNATIONAL, INC.

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According to Forrester Research, 77 percent of respondents indicate that valuing their time is a key to delivering superior service. Simply banging out an oil change in 15 minutes is no longer enough to ensure undying allegiance to your shop. Neither is bargain-basement pricing.

Dustin Olde and his wife, Ellis, realized no one in their area was clued into this when these Denver natives left college and moved back home. Unimpressed with car care options in their area, they decided to become pioneers when they merged coffee and car repair and service. Lube & Latte was born in 2006.

Dustin said both he and Ellis had worked their way through college as coffee baristas.

They wanted to find a way to connect with customers in the same manner that he found appealing in the coffee business.

Dustin went back to school to learn the automotive side. Afterward, he went “undercover,” working for some of the large chain service shops to fill-in his experience and gain a better understanding in terms of running the vehicle side of things.

The couple located an available repair shop just west of Denver, in Lakewood. The 1,800-square-foot building sat on a goodsized lot. They retrofitted the former lobby into a coffee shop, painted the walls teal and installed a pastry case where the front counter used to be, while hanging paired menus — one for coffee and the other auto service.

“I think if you own a repair facility, you need to understand that customers won’t tolerate a plain waiting area with nothing for them to do,” Dustin said. “Given that customers of all kinds have a certain expectation for service — you simply can’t take for granted that you can offer someone a chair in a side room or an empty space and call it a ‘waiting area.’”

For Dustin, who approached this as an industry interloper, his outside-the-fray ap-

proach helped him recognize that something different was in order. He expressed that he still gets “subtle eye rolls” from colleagues at meetings and industry events.

“There are industry veterans that just don’t get it, and the thought of co-branding isn’t on their radar,” he said.

Lube & Latte partners with Novo Coffee, a brand served in a number of high-end restaurants in the greater-Denver area, as well as local coffee shops.

“We really wanted to work with a local coffee brand,” Dustin said.

Other shop owners might want to consider going the franchise route. This gets into, what is the “right” franchise for me? There are a host of questions you need to ask before picking a franchise.

An interesting potential partnership model for service shop owners might be similar to the one offered by Fabulous Freddy’s Car Washes and Express Lubes. In 2015, they signed a licensing agreement with Dippin’ Dots and Doc Popcorn bringing these co-branded franchises into eight Fabulous Freddy’s locations in Utah and Las Vegas. Dippin’ Dots and Doc Popcorn have been marketing these co-branded arrangements in high-traffic venues. The agreement with Fabulous Freddy’s is part of a national plan by Dippin’ Dots and Doc Popcorn to co-brand their franchises in high-traffic venues that attract families.

Coffee, popcorn or flash-frozen ice cream — what is the best product for your shop to co-brand with? Many franchise seekers have turned to a consultant to help them through the search and decision-making process. The best consultants will ask the questions and help owners get to the crux of what they’re looking to get out of partnering, or co-brand-

ing, a service and repair business with something that customers want.

“It always amazes me how often people simply think about the name and nothing else,” said Mike Chiodo, an Illinois-based independent franchise consultant.

Chiodo said that people see lines outside of a Subway or a Chick-fil-A and assume that this will automatically translate into success for them.

“I ask clients, ‘what do you want to get out of this?’” Chiodo said. “Beyond the cost of buying into the franchise, they are making a life and lifetime decision that will affect everything else — you need to do your due diligence. It’s so much more than just how much income is involved in doing this.”

Chiodo counsels caution in doing your franchise research online,

by Googling something like, “the top 10 franchises to buy,” or something similar.

“Doing your franchise research on the internet is like walking into the ocean — the first few steps are okay, but eventually, you’re in over your head,” he said.

Before looking out beyond what you know and what you’ve been doing, servicing and repairing cars, it’s clear from those who’ve done it — like the Oldes and a chain like Fabulous Freddy’s — and those working on the consulting side, like Chiodo, there are no easy or quick fixes, or instant roads to riches.

Co-branding might mean starting with carving out some space to sell coffee and pastries, or it might mean opening something more substantial next door, if you have the space available. Either way, doing your homework is essential. S

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The 12 Most Important Factors to Successfully Operate a Fast Lube

9

A Tribute to and Advice From Industry Legend, Joe Haggard

Editor’s Note: Joe Haggard was connected with the fast lube industry in some way for nearly 40 years. In his final column, he wanted to pass on to the next generation what he considered the 12 most important factors to successfully operate a fast lube. With his ever-present due humility, he noted most were not his original thoughts, but all were incorporated in some way and had successful results.

In memory of Haggard, who passed away in July, we wanted to pass on this advice one final time. Our sincerest condolences are with his family and friends. He has left a lasting impact on this industry he helped to pioneer.

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Understanding perception in a fast lube is critical because we want the customer to have confidence in what we do and recognize our competency and professionalism.

1. Communicate.

Attend conventions and visit with every operator you can. Most of the great ideas I’ve picked up over the years have come from asking other people two questions, “What was the best thing you ever did?” and “What mistakes do you recommend I avoid?”

If you attend the annual convention and ask 10 other attendees those two questions, you will leave with 10 of the best ideas and 10 pitfalls to avoid every year. The deductible costs for attending may be the best investment you ever make.

2. Keep the customer in the car for true drive-through convenience.

Having a waiting room for fast lube services undermines the basic concept of it all. The quick lube industry’s edge over other forms of competition providing lubrication services is because we do the job in minimal time for maximum convenience. With the customer in the car, confidence is generated because they are in a position to see and hear the competent and thorough service being performed.

Of course, a waiting area is necessary sometimes because of extreme weather conditions, length of an additional service or unforeseen delays. But as a normal process, keep ’em in the car.

3. Understand perception.

Understanding perception in a fast lube is critical because we want the customer to have confidence in what we do and recognize our competency and professionalism. The catch is, the customer has absolutely no direct sensory input to convey the message. They can’t see what is flowing through hoses. They have absolutely no direct way of judging the quality of the products you’re using or the competency of your team. They determine it all by perception.

Favorable perceptions must be created and not left to chance.

The signage, dialogue, menus, demeanor, conversational skills, appearance, checklists and the attitude of the crew are all tools to convey the message of quality and competency. The sequenced service procedure from the time of arrival to departure should be thoroughly rehearsed and utilize a specific script designed to convey the message.

Will the customers judge the quality of your oil filter by whether or not your greeter shaved this morning? Will they judge your team’s level of competency based on the cleanliness of the restroom? Yes! That’s the way we think, and that’s why it is essential to understand perception for successful fast lube operations.

4. Good leaders become so by serving others.

As a fast lube owner or manager, have an attitude of service. Those who serve their employees by giving them the proper tools, training and work environment fare better than those who simply “boss.”

When a leader promotes and focuses on the role of the business as serving others your driveways will fill and bottom lines will prosper.

5. Showmanship.

The beauty of showmanship is it often costs you nothing. There is an old saying, “There is more profit in the sizzle than the steak.” It’s just as true for a fast lube as it is for a restaurant. Showmanship has to do with how the service is delivered.

Showmanship is the exaggeration of favorable perceptions. For example, expressions of courtesy and respect such as, “Sir,” “Thank you” and “Please” are expected in business relationships. Showmanship is exaggerating it. Train your crew to use the words “Sir,” “Ma’am,” “Thank you,” “Please” or the customer’s name. Challenge them to use the words more and more until a customer complains.

(They never will.)

Savvy operators hire actors who have the right appearance and can play the role. They can teach them to change oil.

The fast lube business is a personal service business similar to restaurants and resorts. Auto repair shops sell oil changes. Fast lubes sell convenience, confidence and ego gratification. There is a significant difference in the delivery, and showmanship is the key.

Exploit the differences, and your driveways will stay full.

6. Checklists All high-tech professions employ checklists. The airline captain with 20,000 hours in the air still responds to the right seater’s challenge/response checklist. Checklists are an efficient means to tell the customer all the little things have been done along with the oil and filter change. All the things you have added to increase value can be solidified in the customer’s mind as they hear the checklist.

Opening and closing checklists can be effective means of ensuring everything is set and in place for the first customer at opening and that everything is properly secured at closing. With all the good things checklists can accomplish, it seems only common sense to incorporate them into the job sequence and your daily routine.

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7. Think about the little things.

Customers don’t return because you did a good job changing their oil and filter. The little things you do are the reasons customers become regulars. In all my years, I never received a single atta-boy letter complimenting us on how well we changed oil, but there were many that praised our setting tire pressures — including the spare — or bringing a cup of water to their dog or letting them know we found a nail in a tire.

You may call them the little things, but in the customer’s mind those little things are the big things.

8. Pay systems and staffing.

What gets rewarded gets done. Establish a compensation system such that everyone benefits from more business. If you simply pay by the hour, there is little motivation to attract more customers.

A percentage of sales pay system can make everyone eager to see more cars in the driveway and more growth to create higher paying positions.

There are forms of compensation that may be more effective than money. The sense of belonging and being surrounded by others who care for you and your welfare is a basic human need surpassed only by air, water and food. Sharp uniforms not only imply a well-trained crew, but uniforms also enhance the feeling of belonging to a team. Group social functions or outings play a role.

Listening to your crew’s suggestions, problems and recommendations — especially when their ideas are put into use — can do wonders for their sense of worth and contributing to the team’s efforts.

Staffing for a two-bay fast lube should be a neat, clean greeter — usually the manager located up front — who greets the customer, makes the sale and does such things as the under the hood and light checks. You don’t need a cashier. The greeter has ample time to work lines to both bays including collecting the money.

There should be an upper tech and a lower tech on each bay. In a pinch, or to provide a lunch break, it’s possible for a single lower tech to keep both lines flowing, but not advisable on a continuous basis.

That results in the need for six on the payroll — a manager, an assistant for the manager’s day off and four additional lube techs.

That works out to being fully staffed full-time, six days a week and everyone working on five days for a 40-hour week. It may well be worth scheduling a nine-hour day with everyone receiving five hours overtime. This creates a powerful motivating force for attendance because if one is late or absent, the lucrative overtime pay is lost.

Employees need to have a reliable payroll amount. Their scheduled hours and income should be secure. If there are no cars in the driveway, it’s time for cleaning, restocking, landscape maintenance or training. Understaffing or sending people home during slow periods to cut payroll costs is the absolute worst way to increase profits. If there is no one to immediately greet every customer on arrival, you are understaffed. Hire more.

9. Building design and equipment Choosing equipment and tools is a major decision for a newcomer to the business because once they’re installed, they’re difficult to change. I would make the following recommendations:

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Have two small compressors rather than one big compressor. Air consumption is not very high, but it is essential.

When one compressor is down for maintenance the second will keep you going.

The bulk waste oil tank can be located anywhere on the property. Have a shallow drain pan fabricated locally with a continuous drain hose into a 30-gallon pressure tank in the basement. When needed, apply air pressure in the top of the tank to push the oil out the bottom and piped to the top of the bulk tank wherever located. With this system the bulk tank can be located so the waste oil truck doesn’t block your driveways during pick-ups.

If constructing a new building, plan it in steps. Consider, “What services will I be performing?” and “What equipment and piping do I need?” Finally, “Where will I store stuff?”

Then design the roof and walls to surround it. By planning the job, equipment and storage first, appropriate space will be allocated and much of the piping can be concealed.

Slope the floors with appropriate drainage. (It’s tough to scrub down a level floor.)

Don’t use underground tanks. They corrode through and create big problems; 550 gallon, vertical, aboveground tanks are sufficient and can be installed in a tank room alongside the building at ground level. A two-foot solid pour wall surrounding the tanks should keep the EPA happy, and the tank room is a good place to put the air compressors to minimize noise level at the entry point.

Have a vent system for the basement. Four-inch PVC pipe routed up through the walls to a “squirrel cage” fan mounted in the overhang, exhausting through the soffit works fine.

Gas vapors travel down, so the vent outlets should be at the lowest level of the basement.

Have a vacuum pump with a holding tank piped to both the console and basement workstations. A vacuum is essential for evacuating differentials, gearboxes, transmissions and over-fills. The holding tank can be relatively small if mounted on top of the waste oil tank and plumbed to drain into it. Check the valves to make sure they’re the flapper type, so there is no resistance to flow.

Quarter-turn valves are recommended for use throughout because their on/off position can be determined visually and they require less maintenance.

Have every tool imaginable close at hand at every workstation. If a tool will save five seconds, it’s worth having. In the overall scheme of things, tools cost almost nothing and generally last forever. Keep them from growing legs by having a screw up/bonus fund. Set aside an amount and use it to pay for things like mistakes, comebacks or missing tools. If you have no such expenses, pass it to the crew every month as a bonus for doing good work.

Forget dispensing reels. A console dispensing system is the only logical way to handle all those nozzles. The hoses drape down into the basement and gravity returns them nicely. No moving parts, no seals, no springs and no maintenance, plus a much lower cost. If you don’t have a basement, wall-mounted consoles can be fabricated with the meters

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installed in the cabinetry and hoses draped inside and functioning similar to a gas pump hose. If space is a problem, realize that the meters can be mounted in the cabinetry and 3/8-inch hose with small control valves used for dispensing.

The limiting factor for oil flow is the small orifice in the meter, and the meter doesn‘t have to be at the nozzle. Dispensing rates with 3/8-inch hose will be the same as using the 1/2-inch hose commonly used, but when space is a concern they are more flexible and take up less space.

It’s worth having a battery charger mounted at the console or readily available to jump start those cars with batteries that mysteriously die when you are ready to send them on their way.

Have attractive floors that are skid-resistant, durable and easy to scrub. There are numerous options. Just realize that very few people look up at your ceiling, but everybody sees your floors.

Have a generous roof overhang. It protects the walls and allows space for vent fans, lighting fixtures and surveillance equipment. Wall signage is protected and lasts much longer.

Consider extending the overhang to cover the entry zone to provide shade for those waiting in line.

Have the biggest signage permitted, and keep it and your exterior lighting on past midnight. You will have better security, and those driving by will know you exist.

Most every city restricts the size and type of signage, but some exempt what is placed on the building’s walls. A typical wall with a generous overhang for lighting may give you an inexpensive billboard-sized sign.

Design storage space in the building so the customer only sees the displayed products or things needed for the job.

Cleaning gear, landscaping tools, motorcycle helmets, mop buckets and such clutter should be stowed out of sight.

Think about motorhomes when considering door openings and driveways. Motorhomes are lucrative because many others aren’t equipped to service them.

10. Package deals.

Package deals make it easier for the customer to say yes to add-on services. They are a win/win situation because more value can be offered while increasing the overall net profit for the job.

Give each package an emotion catching name. There is a reason cars are named Mustang, Barracuda, Corvette and Regal. It works for package deals, too. Try, “Off Road Sportsman” for a fluid change in every gearbox for a Jeep. Try, “VIP service” for luxury car owners. Maybe try a “Birthday Bash,” a package of everything you do marketed with a pre-paid ticket and bouquet of flowers for customers on their birthday.

11. Be the best, and charge an appropriate price.

An interesting revelation comes with massaging the numbers for a fast lube. Determine from your previous year’s tax return the bottom line net profit you made after all expenses. Divide that num-

ber by the total number of cars you serviced to determine your net profit per car. The point of all this is to now ask yourself, “How much would I have to increase the charge price to double my net profit?” My guess is that it will be a surprisingly small amount, an amount that will be hardly noticeable by the customer.

Attract customers with quality, not pricing. There will always be a market for Rolex watches and Lamborghini automobiles because of the perception of quality. Customers who seek quality over price tend to purchase more add-on services because they care more about their vehicle than those who are more concerned with pricing. Their vehicles are generally in better condition and easier to service. Once the best is found, they tend to become regular customers more so than bargain hunters because price just doesn’t matter as much. They respond more to showmanship and personal attention.

12. Training.

Being the best in town requires the most highly trained crew. Teach someone how to relate to others for the most favorable perceptions and how to appeal to the psychological instincts of the customer and how to sell service and you will reap the much higher profits of selling the sizzle.

Lube tech training should be a formalized course of at least 40 hours, with exams and a diploma. A new-hire should not be placed on the line until fully qualified for the position. No customer wants a trainee working on his or her car. Conduct the shop training on an unused bay or after hours using employee vehicles.

The worst way to train is to put a new-hire with another lube tech to show him the ropes and allowing him to do it on customer cars. Do your training in a classroom, an employee lounge, in the parking lot or your driveway at home — anywhere away from a paying customer’s car. It’s best if one employee — preferably the owner or manager — conducts all the training. That way everyone has a single source for all information and everyone is functioning with the same plan.

There should be a written operations manual used as a textbook so all training is oriented around the owner’s attitudes, goals and operating philosophy. In establishing a training schedule, I recommend 25 percent of the time be spent on how to perform the service, 25 percent on rehearsing the show and 50 percent on sales, showmanship and creating attitudes for providing exceptional customer service.

Those are the 12 most important factors I know. Promoting any single one isn’t an assurance of success. That’s the challenge and fun of owning a business. The more favorable things you employ, the better your odds of success.

My wish for all operators is that you are successful, provide needed services and contribute to the economy of your community, coach a fast lube team with great memories and attain personal fulfillment in accomplishing your goals while serving all those around you. S

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Automotive Recalls As a service to your customers, please note the following vehicles that have been recalled by the National Highway Traffic Safety Administration (NHTSA) or by their manufacturers.

Note these recalls apply only to items that could affect vehicle occupancy safety. Items listed under separate manufacturer technical service bulletins are not always covered by warranty.

2018 Chevrolet Equinox; 2017-2018 GMC Acadia; 2018 GMC Terrain General Motors LLC is recalling certain vehicles because the right front intermediate driveshaft may fracture and separate while driving.

while the driver brakes to a stop or accelerates following an ECO start. If the engine shuts down, there is an increased risk of a crash.

MBUSA will notify owners, and dealers will reprogram the engine and transmission control unit software, free of charge.

2017 Dodge Challenger, Charger Chrysler is recalling certain 2017 Dodge Challenger and Charger vehicles equipped with Hellcat engines. The engine oil cooler (EOC) hoses may fail, resulting in a rapid loss of engine oil.

2017 Dodge Challenger

2018 Chevrolet Equinox

If the front right intermediate drive shaft assembly separates while driving, the vehicle will lose propulsion, increasing the risk of a crash. If the assembly separates while parked on a grade, without the park brake engaged, the vehicle may move unintentionally, increasing the risk of a vehicle roll-away.

GM will notify owners, and dealers will replace the right front intermediate drive shaft assembly, free of charge.

quality

that lasts 1.800.326.1711

unilube.com

2016-2017 Mercedes-Benz GLE43 Mercedes-Benz USA, LLC is recalling certain 2016-2017 AMG GLE43 coupe and 2017 AMG GLE43 vehicles.

The engine control unit and transmission control unit software may have compatibility conflicts and cause the engine to shut down 2017 Mercedes-Benz GLE43

If an EOC line fails, oil may spray onto the windshield or contact a hot surface, impairing driver visibility and increasing the risk of a crash or fire.

Chrysler will notify owners, and dealers will replace the EOC lines, free of charge.

2013 BMW M6; 2012-2013 BMW X3 BMW of North America, LLC is recalling certain 2012-2013 BMW X3 xDrive28i, X3 xDrive35i and M6 convertible vehicles and 2013 M6 coupe vehicles.

2013 BMW M6

The affected vehicles have a driver’s frontal air bag inflator that may have been improperly welded. In the event of a crash necessitating deployment of the driver’s frontal air bag, the inflator housing could separate from the base plate and result in metal striking the vehicle occupants, potentially resulting in serious injury or death.

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BMW will notify owners, and dealers will replace the driver’s front air bag module, free of charge.

2008-2012 Honda Accord; 2010-2012 Honda Accord Crosstour, Insight; 20062011 Honda Civic; 2007-2011 CR-V; 2009-2012 Honda Fit, Pilot Honda is recalling certain 2008-2012 Accord, 2010 and 2012 Accord Crosstour, 2006-2011 Civic, 2007-2011 CR-V, 2009-2012 Fit and Pilot, and 2010-2012 Insight vehicles that received replacement passenger frontal air bag inflators. One dealership may have incorrectly installed the replacement air bag inflators.

assembly, free of charge.

2017-2018 Chrysler Pacifica Chrysler is recalling certain Chrysler Pacifica vehicles equipped with the eight-passenger seating option. In certain passenger seating and vehicle situations, the second-row center seating position seat belt buckle could cause the left outboard seat belt to become unlatched. Inadvertent unlatching of the left outboard seat belt can increase the risk of injury in the event of a crash.

2018 Chrysler Pacifica

2012 Honda Accord

In the event of a crash, an incorrectly installed passenger frontal air bag inflator may deploy the air bag improperly, increasing the risk of injury.

Honda will notify owners, and dealers will replace the passenger frontal air bag module

Chrysler will notify owners, and dealers will install a shorter second-row seat belt buckle, free of charge.

2017 Ioniq Electric vehicles. Manufacturing defects within the electronic power control unit (EPCU) may allow coolant to contact the unit’s circuit board. If coolant contacts the EPCU, a stall may result, increasing the risk of a crash.

Hyundai will notify owners, and dealers will inspect and replace the EPCU, as necessary, free of charge.

2017 Ford Explorer, Police Interceptor Sedan, Police Interceptor Utility, Taurus Ford Motor Company is recalling certain 2017 Explorer, Taurus and Police Interceptor utility and sedan vehicles. The steering gear heat shield fasteners may corrode, allowing the heat shield to detach. If the heat shield detaches, the steering gear may overheat, increasing the steering effort required by the driver, especially at lower speeds, and increasing the risk of a crash.

2017 Ford Explorer

2017 Hyundai Ioniq Electric Hyundai Motor Company is recalling certain

Ford will notify owners, and dealers will inspect and replace the heat shield fasteners as needed, free of charge.

2017 Ford F-150, Mustang Ford Motor Company is recalling certain vehicles because the air bag inflator within the passenger frontal air bag module may rupture in the event of a crash. An inflator rupture may result in metal fragments striking the vehicle occupants, resulting in serious injury or death.

2017 Ford Mustang

Ford will notify owners, and dealers will replace the passenger frontal air bag module, free of charge. S For a complete list of this month’s recalls, visit: www.noln.net

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You Need to Compete for the Best Job Candidates

by William Lynott

I

n the buyer’s market of recent years, it was probably easy for you to attract top-notch job candidates. Not so much today.

With new job creation healthier than expected in 2016, and further increases so far this year, finding and hiring the best candidates for your shop may no longer be a slam-dunk.

You may already be feeling the pinch.

In today’s improving job market, the very best job candidates — the ones who would satisfy your strictest requirements — can afford to be picky when it comes to applying for a job. That’s why you need to be at your best when it comes to recruiting and screening candidates. Here are seven techniques that will help to establish your shop as the goal for first-rate candidates in your area:

Make Your Business Worth Working For

Obviously, competitive salaries and benefits are the foundation for attracting job candidates, but it takes more than that to be a magnet for the most desirable talent.

A work environment that respects and provides recognition for a job well done will promote positive word-of-mouth that spreads quickly in the community’s employment pool.

Sharpen Your Image

Businesses recognized as good citizens are attractive to candidates who themselves are good citizens. You can greatly enhance your shop’s image by participation in such local activities as holiday food drives, fund raising efforts for local charities and health awareness marathons.

Participation in any worthwhile community or charitable events will help to establish your operation as a workplace where concern for others is a fundamental philosophy.

Use your website to promote your dedication to good citizenship and solid business principles. Consider using video clips of employees who are proud to be associated with you. This will send a powerful message to potential job applicants as well as to potential clients.

Fine-tune Your Job Descriptions

Using written job descriptions sends an important message to job candidates. It signals the kind of well-organized and stable work environment that will be attractive to the most desirable candidates.

If you don’t have someone in your organization with strong writing and grammatical skills, consider using an outside writer. Job descriptions must be clear and easy to understand. They should be devoid of unnecessary jargon that makes it difficult to understand what qualifications are necessary and exactly what you expect of the candidate.

Job descriptions written in the first-person can be a powerful at-

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DRIVING PERFORMANCE FROM CHANNEL PARTNERS TO TECHNICIANS

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traction to top candidates. A job description that takes the form of a personal note from you to the candidate you are seeking will be difficult to ignore by the best candidates.

Ask yourself, why would the type of candidate you are seeking want the job you are offering? Then, make sure your job description answers that question.

possible future positions. If this section discusses open positions, it’s important to provide an easy way for candidates to submit résumés for consideration.

Another powerful recruitment tool is a “Talk to the Owner” link.

This is a way to provide a personal touch and allow potential candidates to ask questions that aren’t answered on the website.

Keep in mind when interviewing prime job candidates that they will be interviewing you as you are interviewing them. Failing to stick to appropriate interviewing techniques such as giving the candidate an opportunity to ask questions will turn off strong candidates.

“Most interviewers talk too much,” said Emory Mulling, chairperson of The Mulling Companies in Atlanta, Georgia. “The interviewer’s role is to get information from the candidate. Too often, interviewers spend too much time talking about the job and not enough time asking relevant questions of the candidate.”

Human resources professionals agree that talking too much during an interview is a common mistake. Remember, your job during a pre-employment interview is to obtain as much meaningful information from the potential employee as possible. You can’t listen when you’re talking.

It’s important to keep the interview on track. As with any conversation, a pre-employment interview can stray far off its proper path if not carefully controlled.

“Ask only those job-related questions that you need to ask to make a lawful hiring decision,” said labor attorney John Romeo.

“Pay close attention to the direction the conversation takes during the interview. It can easily turn into a conversation about family, religion or national origin. If you see the conversation going in this direction, you should make a concerted effort to stop and switch gears — get the conversation onto a proper and legal topic.”

If you feel the need to have someone else also interview candidates, be sure to limit it to only one other person. Avoid having a candidate run a gamut of interviewers.

The days of relying solely on classified ads for recruiting job candidates are long past. To reach the widest possible audience, it is now necessary to establish a presence on social media sites. Even if you don’t think of yourself as technically oriented, you or your staff can easily put social media to work in your recruiting efforts.

With a dozen or more social media platforms now up and running, getting started may seem a bit overwhelming at first, but one or more of the big three — Facebook, Twitter and LinkedIn — is all you need to start putting social media to work for your business.

While learning to use social media for business purposes requires some effort, it will help to place you and your operation in the mainstream of modern business communications. Remember that the whole idea behind a social media campaign is to allow two-way communication between you, your customers, prospects and potential job candidates.

Become a Skilled Interviewer

Use Your Website to Attract Job Candidates

Consider using a “Join Our Team” section on your website. It can be one of your most effective recruiting tools for appealing to the high-potential candidates you want to attract. It provides a lowcost means to sell potential employees on your company’s mission, culture and other characteristics that make it attractive to top candidates.

Use this section of your website as a way to express your commitment to quality of workmanship, to your clients and to your employees. Photos of your workplace and employees can provide a strong visual element.

As mentioned above, avoid dry job descriptions of available or

Make Full Use of Social Media

Consider Using a Professional Recruiter

Sometimes, especially when you need to fill a job quickly, it may be worthwhile to use a professional recruiter or employment placement firm. The best of these firms already have done much of the legwork in developing a wide candidate pool.

Of course, there will be a significant cost if you decide to use a third-party firm to help in your search. Expect to pay about 25 percent of the new recruit’s annual salary if the firm finds a candidate that you hire. While this is a substantial sum, it may be worth avoiding the time and expense of a failed search to find the person right for you.

The best firms will have already done the basic interviewing, conducted background checks and work history, drug use, etc. The final hiring decision will always be left up to you and, with most firms, there is no fee if you don’t hire an employee recommended by them.

To get the most value from local recruitment firms, invite them to visit your operation. This will help them to understand your operation and its culture, and how best to sell it to potential candidates.

Techniques for recruiting the best candidates are almost endless, but the time and effort that you put into the job are worth it. The earlier you adopt these practices and others that you may develop on your own, and the more consistently you apply them, the better your organization will do in the ongoing war for the kind of talent you need to make your operation a leader in your field. S

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NUTS & BOLTS

uAt a Glance

(then) Tech Spec: 2008 Ford Focus

Motor Oil: SAE 5W-20 Capacity: 4.5 quarts (4.3 liters)

Introduced as a 2008 model, the new Ford Focus represents a stylistic, if not exactly mechanical, upgrade to Ford’s entry-level lineup. (Unlike the European Focus, which rides on an all-new platform, the domestic Focus rides on an updated version of the previous platform, a corporate choice that leaves it behind competitors from Japan, Europe and even the U.S. in terms of refinement and driving dynamics.)

Available in both coupe and sedan body styles, all Focus models are powered by Ford’s 2.0L 16-valve Duratec four-cylinder engine, which makes 140 horsepower and 136 pound-feet of torque. (Note that engines rated for California emissions generate only 130 horsepower and 129 pound-feet of torque.) Focus models come standard with a five-speed manual transmission; a four-speed automatic is an $815 option. Fuel mileage for all models is 24 miles per gallon city and 35 highway when coupled with the manual transmission.

Both coupe and sedan models are available in three trim levels: S, SE and SES. Base S models ride on 15-inch steel wheels, but do feature single-disc CD players with MP3 playback capability and plug-in jack.

Focus S coupe models sticker for $14,300, while sedan models sticker for $14,660.

SE models (both coupe and sedan) ride on 15-inch alloy wheels wearing P195/60R15 tires. SE models feature power door locks,

ATF: Mercon LV ATF Capacity: 6.9 quarts (6.6 liters)

windows and mirrors, plus other amenities.

The top-of-the-line SES models feature 16-inch alloy wheels wearing P205/50R16 tires, leather steering surfaces and Ford’s SYNC system, a voice-activated computer that controls MP3 playback and cell-phone calls. Available options on SES models include leather seating surfaces, six-disc CD changer, anti-lock brakes, moonroof, heated seats, Sirius satellite radio and a remote start-up system. Fully loaded, a Focus SES sedan will set buyers back some $22,295 (including destination fee).

Servicing the Focus Ford recommends two separate maintenance schedules: “Normal” and “Special Operating Conditions.” Special operating conditions are defined as towing a trailer or carrying heavy loads; extensive idling and/ or driving at low speeds for long distances; driving in dusty conditions; off-road operation; use of E85 ethanol fuel 50 percent of the time or more.

Normal Maintenance Schedule Every 7,500 miles: • Change engine oil and replace oil filter.

• Rotate tires and inspect for wear.

• Inspect wheels for endplay and noise.

Every 15,000 miles: • Replace cabin air filter (if equipped).

Coolant: Motorcraft Premium Gold HOAT Capacity: 6.1 quarts (5.75 liters)

• Inspect steering linkage and suspension.

• Inspect engine cooling system and hoses.

• Inspect brake pads, shoes, rotors, drums, brake lines and hoses, and parking brake system.

• Inspect half shaft boots.

• Inspect exhaust system and heat shields.

• Inspect automatic transmission fluid level.

Every 30,000 miles: • Replace engine air filter (except California-emission Focus models).

• Replace fuel filter.

Every 60,000 miles: • Replace automatic transmission fluid on vehicles equipped with 4F27E transaxle.

Every 90,000 miles: • Inspect drive belt.

• Replace spark plugs.

Every 105,000 miles: • Change coolant (and every 50,000 miles afterward).

• Replace PCV valve.

Every 150,000 miles: • Replace automatic transmission fluid filter.

• Replace drive belt.

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Special Operating Conditions: TRAILER-TOWING/CAR-TOP CARRIER Every 5,000 miles: • Change engine oil and replace oil filter.

• Rotate tires and inspect for wear.

• Inspect wheel ends for endplay and noise.

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Every 30,000 miles: • Change automatic transmission fluid.

• Replace wheel bearing grease and grease seals.

As required: • Change manual transmission fluid.

IDLING/LOW-SPEED DRIVING Every 5,000 miles: • Change engine oil and replace oil filter (or every six months/200 hours of engine operation).

• Rotate tires and inspect for wear.

• Inspect wheel ends for endplay and noise.

• Lubricate control arm and steering ball joints (if equipped with zerk fittings).

Every 15,000 miles: • Replace fuel filter.

Every 30,000 miles: • Change automatic transmission fluid.

• Replace wheel bearing grease and grease seals.

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Every 60,000 miles: • Replace spark plugs.

As required: • Replace cabin air filter.

DUSTY CONDITIONS/OFF-ROAD OPERATION Every 5,000 miles: • Change engine oil and replace oil filter (or every six months).

• Rotate tires and inspect for wear.

• Inspect wheel ends for endplay and noise.

Every 15,000 miles: • Replace fuel filter.

Every 30,000 miles: • Change automatic transmission fluid.

• Replace wheel bearing grease and grease seals.

As required: • Replace cabin air filter.

• Replace engine air filter.

• Lubricate control arm and steering ball joints (if equipped with zerk fittings).

E85 FUEL USE Every 5,000 miles: • Change engine oil and replace oil filter (or every six months).

• Rotate tires and inspect for wear.

• Inspect wheel ends for endplay and noise.

Fluids and Capacities Motor oil — SAE 5W-20 motor oil. (Note that factory fill is 5W-20 synthetic blend motor oil, but that synthetic blend is not required.) Capacity is 4.5 quarts (4.3 liters).

Automatic transaxle fluid — Motorcraft Mercon LV ATF. Capacity (dry fill) is 6.9 quarts (6.6 liters).

Manual transaxle fluid — Motorcraft full synthetic manual transmission fluid or equivalent. Capacity (dry fill) is 2.0 quarts (1.9 liters).

Coolant — Motorcraft Premium Gold engine coolant or equivalent. Capacity is 6.1 quarts (5.75 liters). (Note: Ford recommends use of Motorcraft Cooling System Stop Leak Pellets or equivalent.)

Power steering fluid — Motorcraft Mercon V ATF. S

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NUTS & BOLTS

(now) Tech Spec: 2017 Ford Focus

The 2017 Ford Focus remains one of the world’s most popular nameplates. Focus is available in either sedan or hatchback, with engine choice offerings that include a 2.0-liter Ti-VCT or 1.0-liter EcoBoost, which can be optioned with six-speed manual or six-speed automatic transmission with available SelectShift functionality.

Ford’s 2017 Focus has available Sync 3 enhanced voice recognition and entertainment system with AppLink and 911 Assist, an 8-inch center LCD touchscreen with available navigation and swiping and pinch-to-zoom capabilities.

Focus also offers available technology like Blind Spot Information System with cross-traffic alert, a lane-keeping system, heated steering wheel and LED signature lighting. Available active park assist uses the car’s 12 ultrasonic sensors to scan for suitable parking spaces and assist in backing into a spot while the driver controls the gear shifter, brake and accelerator pedals.

The 2017 Focus is available in 10 models. New for 2017 is an SEL package, which includes 17-inch machined-aluminum wheels with black-painted bezels and power moonroof. It comes standard with a 2.0L Ti-VCT direct-injection I-4 engine with flex fuel capability and a six-speed PowerShift automatic transmission with SelectShift.

The complete 2017 model lineup includes: • 2017 Focus S sedan, with standard 2.0L Ti-VCT direct-injection I-4 engine with flex fuel capability and a five-speed manual transmission. The six-speed PowerShift automatic transmission is optional. The sedan is rated at 25 mpg city and 34 mpg highway.

• 2017 Focus SE sedan, with standard 1.0L EcoBoost engine with auto start-stop technology and six-speed manual transmission.

The 2.0L Ti-VCT direct-injection I-4 engine with flex fuel capability, six-speed automatic transmission with SelectShift and six-speed PowerShift automatic transmission are optional. The sedan is rated at 30 mpg city and 40 mpg highway.

• 2017 Focus SE hatch, with standard 2.0L Ti-VCT direct-injection I-4 engine with Flex Fuel capability and six-speed PowerShift automatic transmission. The hatchback is rated at 26 mpg city and 38 mpg highway.

• 2017 Focus SEL sedan, with standard 2.0L Ti-VCT direct-injection

I-4 engine with Flex Fuel capability and a six-speed PowerShift automatic transmission with SelectShift. The sedan is rated at 26 mpg city/36 mpg highway.

• 2017 Focus SEL hatch, with a standard 2.0L Ti-VCT direct-injection I-4 engine with FlexFuel capability and a six-speed PowerShift automatic transmission with SelectShift.

• 2017 Focus Titanium sedan, with a standard 2.0L Ti-VCT directinjection I-4 engine with Flex Fuel capability and a six-speed Power Shift automatic transmission with SelectShift. The sedan is rated at 26 mpg city and 36 mpg highway.

• 2017 Focus Titanium hatch, with a standard 2.0L Ti-VCT directinjection I-4 engine with Flex Fuel capability and six-speed PowerShift automatic transmission with SelectShift. The hatchback is rated at 26 mpg city and 36 mpg highway.

• 2017 Focus ST, with a standard 2.0L I-4 EcoBoost engine.

• 2017 Focus Electric.

• 2017 Focus RS, with a 350-horsepower 2.3L EcoBoost engine.

The entry-level S sedan carries a starting MSRP of $16,775. However, a top-of-the-line Focus RS, complete with a 2.3L EcoBoost engine, six-speed manual transmission, the RS2 interior package, power moonroof and 19-inch premium painted forged-aluminum wheel with Michelin Pilot Sport Cup 2 tires carries a price tag just over $42,000.

Servicing the 2017 Ford Focus The Focus is equipped with the Intelligent Oil-Life Monitor system, which displays a message in the information display at the proper oil change interval. This interval may be up to one year or 10,000 miles (16,000 kilometers).

When the oil change message appears in the information display, it is time for an oil change. The oil change should be performed within two weeks or 500 miles (800 kilometers) of the message appearing.

Make sure the Intelligent Oil Life Monitor is reset after each oil change.

If the information display resets prematurely or becomes inoperative, an oil change interval should be performed at six months or 5,000 miles (8,000 kilometers) from the last oil change. Never exceed one year or 10,000 miles (16,000 kilometers) between oil change intervals.

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Regardless of vehicle use, the following should be checked at regular intervals: Check every month: • Engine oil level • Function of all interior and exterior lights • Tires for wear and proper pressure • Windshield washer fluid level Check every six months: • Battery connections; clean, if necessary • Body and door drain holes for obstructions; clean, if necessary • Cooling system fluid level and coolant strength • Door weatherstrips for wear; lubricate, if necessary • Hinges, latches and outside locks for proper operation; lubricate, if necessary • Parking brake for proper operation • Safety belts and seat latches for wear and function • Safety warning lamps for operation • Washer spray and wiper operation; clean or replace blades, as necessary

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At every maintenance interval, the following should be inspected during a routine multi-point inspection: • Accessory drive belt(s) • Battery performance • Engine air filter • Exhaust system • Exterior lamps operation • Fluid levels; fill, if necessary (brake, coolant recovery reservoir, automatic transmission and window washer) • For oil and fluid leaks • Half-shaft dust boots • Hazard warning system operation • Radiator, cooler, heater and air conditioning hoses • Suspension components for leaks and damage • Steering and linkage • Tires for wear and proper pressure (if vehicle is equipped with a temporary mobility kit, check the tire sealant expiration Use By date on the canister; replace, as needed) • Windshield for cracks, chips or pits • Washer spray and wiper operation

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The Focus’ Intelligent Oil-Life Monitor will let drivers know when it is due for maintenance. Vehicles used for normal commuting with highway driving; no, or moderate, load or towing; flat to moderate hilly roads; and no extended idling should see a service message between 7,500-10,000 miles (12,00016,000 km). Vehicles used for moderate to heavy load or towing; mountainous or offroad conditions; extended idling; or extended hot or cold operation should expect a service message between 5,000-7,499 miles (8,00011,999 km). Vehicles used for maximum load or towing or extreme hot or cold operation should expect a service message between 3,000-4,999 miles (4,800-7,999 km).

At every oil change interval as indicated by the information display: • Change engine oil and filter • Rotate tires, inspect tire wear and measure tread depth • Perform a multi-point inspection • Inspect the automatic transmission fluid level (if equipped with a dipstick) • Inspect the brake pads, shoes, rotors, drums, brake linings, hoses and parking brake • Inspect the engine cooling system strength and hoses • Inspect the exhaust system and heat shields • Inspect the half-shaft boots • Inspect the steering linkage, ball joints, suspension and tie-rod ends; lubricate, if equipped with grease fittings • Inspect the wheels and related components for abnormal noise, wear, looseness or drag Every 20,000 miles (32,000 km): • Replace cabin air filter Every 30,000 miles (48,000 km): • Replace engine air filter At 100,000 miles (160,000 km), then every three years or 50,000 miles (80,000 km): • Change engine coolant Every 100,000 miles (160,000 km): • Replace spark plugs • Inspect accessory drive belt(s)

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Every 150,000 miles (240,000 km): • Change automatic transmission fluid • Change manual transmission fluid

50 NOLN | www.noln.net

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• Replace accessory drive belt(s) if not replaced within the last 100,000 miles (160,000 km) • Replace timing and oil pump belt (1.0L engine)

SPECIAL OPERATING CONDITIONS If the vehicle is operated primarily in any of the following conditions, perform the extra service as indicated.

USING A CAR-TOP CARRIER As required: • Change engine oil and filter as indicated by the information display and perform services listed in the normal scheduled maintenance chart Every 60,000 miles (96,000 km): • Change manual transmission fluid • Replace spark plugs EXTENSIVE IDLING OR LOW-SPEED DRIVING FOR LONG DISTANCES, AS IN HEAVY COMMERCIAL USE

As required: • Change engine oil and filter as indicated by the information display and perform services listed in the normal scheduled maintenance chart Inspect frequently, service as required: • Replace cabin air filter • Replace engine air filter Every 60,000 miles (96,000 km): • Replace spark plugs

Every 5,000 miles (8,000 km) or six months: • Change engine oil and filter • Perform multi-point inspection Every 50,000 miles (80,000 km): • Change manual transmission fluid EXTENSIVE USE OF E85 Every oil change: • If ran exclusively on E85, fill the fuel tank full with regular unleaded fuel

OPERATING IN DUSTY OR SANDY CONDITIONS, SUCH AS UNPAVED OR DUSTY ROADS Inspect frequently, service as required: • Replace cabin air filter • Replace engine air filter Every 5,000 miles (8,000 km): • Inspect the wheels and related components for abnormal noise, wear, looseness or drag • Rotate tires, inspect tires for wear and measure tread depth

Fluids and Capacities Motor oil: SAE 5W-20 (1.0L EcoBoost), SAE 5W-30 – fair weather use; SAE 0W-20 synthetic-blend (1.0L EcoBoost), SAE 0W-30 – alternate oil for extreme cold climate use; capacity is 1.2 gallons (4.6 liters) – including oil filter, 1.0L EcoBoost; 1.2 gallons (4.4 liters) – excluding oil filter, 1.0L EcoBoost; 1.1 gallons (4.3 liters) – including oil filter, 2.0L engine; 1.0 gallons (3.9 liters) – excluding oil filter, 2.0L engine Coolant: Motorcraft Orange Prediluted Antifreeze/Coolant; capacity is 2.2 gallons (8.5 liters) – 1.0L EcoBoost; 2.2 gallons (8.5 liters) – 2.0L engine Manual transmission fluid: Motorcraft Dual Clutch Transmission Fluid; capacity is 0.4 gallons (1.67 liters) Automatic transmission fluid: Mercon LV; capacity is 2.3 gallons (8.6 liters) – 1.0L EcoBoost; 0.4 gallons (1.7 liters) – 2.0L engine Brake fluid: DOT 4 LV High Performance Motor Vehicle Brake Fluid S

52 NOLN | www.noln.net

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How Business Could “Pick Up” From the Light Truck Market Hurricane Harvey devastated Houston and much of coastal Texas, but in addition to the flooding it caused it also washed away thousands of potential sales in pickups built by the three major U.S. automakers, reported industry research firm IHSMarkit.

The firm’s report suggested automakers may have lost 10,000 to 25,000 sales during the last week of August — in part as Houston has remained the 10th largest auto market in the United States, but is actually ranked third for pickup truck sales.

Sales of full size trucks topped 37,000 in the Houston market through July of this year, and only Dallas/Fort Worth and Tulsa ranked higher for that market segment.

Truck manufacturers could see a “pick-up” in sales even as the auto industry has seemed to hit the brakes.

Total U.S. light vehicle sales slipped by 1.8 percent in August and were at the lowest level since February 2014. However, the industry could see an uptick in sales for the rest of 2017 as the flood waters recede and the job of rebuilding Texas and Florida, which was also hit by its own devastating hurricane, begins in earnest. More importantly, even with the storm, General Motors and Toyota each reported strong U.S. sales gains in August even as their biggest rivals saw declines.

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In addition, another automaker announced just before the storm that it was set to enter the U.S. light truck market for the first time.

Hyundai USA made it official in August that it would introduce a pickup truck based on its well-received Santa Cruz concept from 2015, and what sets this new truck apart is that it isn’t directly targeting the same buyers who have remained loyal to Detroit’s “Big Three.”

“Truck buyers are very loyal, and as long as gas prices are low, it absolutely makes sense for Hyundai to be in the market,” said Jason Green, CEO of The Cambridge Group, a Chicago-based management consulting services company. “The American brands are hard to beat, and you can’t capture the market from Chevy, Ford or Ram; so one option is for Hyundai to go after the weaker sisters including Honda, Nissan and Toyota.”

The other option is to aim at a different buyer.

“The Santa Cruz is a midsize option that could have the style to attract younger consumers and first time truck buyers,” Green told NOLN. “Its edgier design could capture that market.”

Many older consumers, too, are taking another look at trucks, which aren’t just for the workman anymore.

“With a truck or SUV, you are higher up and more comfortable,” Green added. “From a safety perspective, there is a psychology that you are safer in an SUV or truck in an accident, but comfort is the other part. Once you’ve driven a truck or an SUV, it is hard to go back to a sedan, especially for older consumers. And today’s trucks and SUVs are more luxurious.”

In some parts of the country, the pickup has been the king of road. In metro Detroit, this is certainly true.

“We’ve always seen a lot of pickup trucks come into our location,” said Joe Ali, owner and operator of Auto Lab’s franchise in Canton, Michigan, just outside of Detroit. “I’m not sure if we’ve seen an increase as we did in the past couple of years, but the truck business has been steady.”

Ali told NOLN that Hyundai’s entry into the market could only result in even more business. “Yes, I think we’ll see more pickups, but this is Michigan, and we see a lot of them.”

Smaller Trucks While large pickups have remained popular, going smaller could help attract those new buyers. Hyundai could have an advantage as it enters the market, but there could still be competition.

“OEMs are also targeting smaller footprint pickups to offer lifestyle propositions within their portfolio of vehicles, similar to the twins, Colorado and Canyon,” explained Vishwas Shankar, mobility research manager for research firm Frost & Sullivan Mobility. “Pickups have remained at strong profitability levels for OEMs.” But because pickups require dedicated platforms that often involve unibody construction, supply may not keep up with demand, Shankar added.

“Pickups would become even more integral to OEMs top and bottom line when they share a platform with lower — cars, SUVs, vans

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— or even higher segment vehicles, such as city trucks and city vans,” Shankar said.

“In the U.S., this segment will be key to meeting CAFE standards, and it will also act as a technology carrier in certain ways.

For example, the Ford F-150 was the first adopter of broad aluminum application strategy within Ford.”

Service Needs For the auto service industry, the pick-up in sales of pickups could be good for business, as these vehicles tend to require more frequent servicing. While many sedans and compact cars may require oil changes every 5,000 miles, or possibly a yearly servicing, trucks may require the oil be changed every 3,000 miles or every three months.

“There is an irony here — these vehicles are sold as being rugged and providing freedom to go anywhere,” Green said. “But you are more tethered to the servicing than you would be with a sedan.”

This may require some education, as well.

“It isn’t clear if the consumer is ready for this schedule, but providing that informa-

tion can help make it as painless as it can be,” Green added.

Much of the driving pickups usually do can be considered “severe” or “extreme” driving.

“Pickup trucks are frequently pushed to their limit and are often used for hauling, towing and off-road travelling,” said Josh Hansen, Northern California training manager at Oilstop Inc. “This is important to consider when making service recommendations to help extend the life of these work vehicles and reduce ‘down-time.’”

Automakers are even educating customers of the need to ensure that service is handled accordingly for those who regularly use their vehicles in the conditions that most wouldn’t consider normal daily driving.

“Ford truck manuals now not only have a ‘severe service’ schedule, but also an ‘extreme service’ for when these vehicles are worked extra hard,” Hansen said. “Having tougher emission requirements, diesel vehicles may have the need for diesel exhaust fluid and frequent fuel filter changes to help meet government standards.”

What customers may need to understand, too, is service should be on a more regular schedule, but may not always be routine for shop operators. The more frequent service could also directly relate to how long these vehicles take to be serviced, suggested Hansen.

“Many (trucks) have large, metal skid plates or aftermarket suspension and lift kits that make the job more challenging,” Hansen explained. “Appropriate training is required, as well as proper support from management and administration on new development and changes within this market on how to best serve these guests. Areas with a larger amount of trucks may need to consider different staffing guidelines to accommodate the surplus of these vehicles.”

Another consideration for some shops is to ensure that diesel pickups can also be serviced. This includes stocking the right oils and other products for those vehicles.

“If we’re seeing a lot of diesels, we make sure we have the right items in stock,” Ali explained. “We do a bit of diesel, but most of the trucks we service are gasoline.”

Another part of training that needs to be considered is in regard to four-wheel drive vehicles, especially larger pickups and SUVs. “We do see a lot of four-wheel drive pickups, and that presents opportunities as well as challenges when we work on the transmission,” Ali said. “It is something you just don’t see on most cars.”

Given these considerations, shops should alert customers that the work could take longer — and given the state of the market, this might mean backups for the servicing of pickups, especially as sales could continue to increase.

Even with the damage the hurricanes brought to the market, it is likely that the sales dip will be just a blip on the radar, and trucks could remain the choice for many consumers — provided fuel prices remain stable.

“The wild card is always going to be gasoline prices,” Green said. “But as the market grows, we’re going to see that shift to SUVs and trucks. That is going to continue, because it is still tough to go back to the sedan after you’ve hit the road in a larger vehicle.” S

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NOLN

2017 FAST LUBE OPERATOR SURVEY RESULTS, PART THREE

GENERAL The Fast Lube Operator Survey is one of the most in-depth studies of the fast oil change industry available. Much-requested by both newcomers to the fast lube industry and seasoned operators — who use it to evaluate the success of their own operations — the survey contains both current and historical data for many operational metrics. Survey data was gathered from questionnaires, via phone interviews, online and mailed directly to operators. The responses for the 2017 Fast Lube Operator Survey account for more than 7,000 facilities and include shops operating in all 50 states.

SHOP PROFILE

2017 Job title that best describes respondent Owner.........................................................................................................................................................................................................34% Manager.....................................................................................................................................................................................................57% Assistant Manager........................................................................................................................................................................................3% Technician.....................................................................................................................................................................................................3% Corporate Official..........................................................................................................................................................................................3% Statements that are true for respondent’s business 50% or more of my revenue comes from oil changes and quick maintenance services (45 min. or less).....................................................88% I have a carwash.........................................................................................................................................................................................51% I sell tires.....................................................................................................................................................................................................58% I do auto repairs..........................................................................................................................................................................................65% My stores are independent..........................................................................................................................................................................48% My stores are franchised.............................................................................................................................................................................46% I buy my products independently...............................................................................................................................................................73% I buy products through my franchise program............................................................................................................................................41% 58 NOLN | www.noln.net

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In My Business...

IT’S ALL ABOUT TRUST “I’ve been in the fast lube business for 23 years now and have eight, Chevron Havoline® xpress lube® locations throughout Alabama and Mississippi. I chose Havoline back in 1994 due to the quality of the product and the trust that comes along with the brand. This branded lube program gives you an edge, something to hang your hat on. What differentiates us from our competitors is trust and the personal connection we have with each of our customers. I feel that we are instilling a lot of trust in the younger generation too with our image and our brand, keeping it fresh. Havoline xpress lube provides for my family and my employees – it’s a partnership between the brand, my business and our customers.”

Randy Groover Owner/Operator, 23 years Havoline® xpress lube® Alabama and Mississippi

For more information, call Larry Russell, Business Development Specialist, Chevron Lubricants, at (206) 890-1438.

Greg Cole Havoline® xpress lube® owner NOL_58-63_survey.indd 59 24310 HXL Ad Groover 071417 .indd 1

©2012 Chevron U.S.A. Inc. All rights reserved. All trademarks are the

©2017 Chevron U.S.A. Inc. All rights reserved. All trademarks are property property of Chevron Intellectual Property LLC. of Chevron Intellectual Property LLC or their respective owners.

10/10/17 3:29 PM 7/14/17 9:39 AM

HXL 728x90

Havoline xpress lube is a partnership between the brand, your business, and your customers. ÂŽ

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SHOP PROFILE (CONT.) .

2017 Age of longest running shop.......................................................................................................................................................................29 years Average number of bays........................................................................................................................................................................................4 Number of bays with full basements......................................................................................................................................................................3 Percentage of business made up of oil changes................................................................................................................................................55% Where customers wait In their cars................................................................................................................................................................................................41% In the waiting room...................................................................................................................................................................................88% Respondents answered this survey with Actual numbers from system-generated reports.......................................................................................................................................34% Estimates based on their experience..........................................................................................................................................................66%

SERVICES % of respondents who offer:

2017 Avg. Charge

% of Gross Sales

Additive sales................................................................................................................. 70%.......................... $14.34........................... 2% Air conditioner odor removal service............................................................................. 35%.......................... $47.82........................... 8% Air conditioner recharge................................................................................................ 60%........................ $102.73........................... 7% Brake pad replacement.................................................................................................. 65%........................ $207.53......................... 18% Brake fluid flush............................................................................................................. 50%.......................... $83.12........................... 9% Cabin air filter replacement............................................................................................ 94%.......................... $34.16......................... 10% Check batteries With a voltage meter.............................................................................................. 80%................................n/a........................... n/a For water................................................................................................................ 46%................................n/a........................... n/a Diesel exhaust fluid service............................................................................................ 48%.......................... $17.53........................... 8% Differential service ........................................................................................................ 91%.......................... $76.97........................... 6% Fuel filter replacement .................................................................................................. 84%.......................... $54.86........................... 8% Fuel injector cleaning (multi-part)................................................................................. 78%.......................... $86.83........................... 7% Headlight restoration..................................................................................................... 57%.......................... $69.90........................... 4% Lightbulb replacement.................................................................................................. 93%.......................... $18.06........................... 8% Manual drain and refill of radiators................................................................................ 51%.......................... $86.85........................... 8% Mechanical ATF exchange ............................................................................................. 80%........................ $147.21........................... 8% Mechanical engine flush/cleaning................................................................................. 41%.......................... $52.74........................... 6% Mechanical full-block coolant flushes............................................................................ 71%.......................... $95.33........................... 7% Motor oil converters....................................................................................................... 31%................................n/a......................... 27% Nitrogen-based tire inflation......................................................................................... 20%.......................... $46.65........................... 5% Oil changes on Class 4 or larger commercial vehicles..................................................... 48%................................n/a........................... 9% 60 NOLN | www.noln.net

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For more information, call Larry Russell, Business Development Specialist, Chevron Lubricants, at (206) 890-1438.

8/9/17 3:59 PM

SERVICES % of respondents who offer:

2017 % of

Avg. Charge

Gross Sales

Oil changes on RVs......................................................................................................... 48%................................n/a........................... 3% Power steering flushes................................................................................................... 74%.......................... $70.44........................... 5% Radiator, heater, A/C hose replacement ........................................................................ 68%................................n/a........................... 7% Rock chip windshield repair........................................................................................... 17%.......................... $40.66........................ <1% Sell batteries.................................................................................................................. 86%........................ $126.01........................... 7% Sell extended drain oil filters......................................................................................... 27%.......................... $13.94......................... 13% Serpentine belt replacement ......................................................................................... 88%.......................... $77.30........................... 5% Shock replacement........................................................................................................ 61%................................n/a........................... 1% Smog checks/emissions testing..................................................................................... 26%.......................... $34.78........................... 6% Spark plug replacement................................................................................................. 60%........................ $178.80........................... 2% Strut replacement.......................................................................................................... 52%................................n/a........................ <1% Tire rotation................................................................................................................... 69%.......................... $20.67......................... 17% Tire sales........................................................................................................................ 46%................................n/a......................... 22% Transmission service (drain/refill manually) ................................................................. 83%........................ $145.68........................... 7% Water-repellent glass treatments.................................................................................. 27%.......................... $21.38........................ <1% Wheel alignment........................................................................................................... 39%.......................... $76.48........................... 1% Wheel balancing............................................................................................................ 54%.......................... $35.30......................... 11% Wiper blades (beam)..................................................................................................... 87%.......................... $37.83........................... 9% Wiper blades (conventional).......................................................................................... 91%.......................... $23.09........................... 8%

2016

Best Selling Motor Oil

26% Pennzoil

20% Other

11% Other

2017 19% Valvoline 18% Pennzoil

4% Total 18% Havoline

4% Service Pro 5% Castrol

4% Don't Offer Conventional Oil 4% Service Pro

12% Valvoline

11% Castrol 15% Private Label

15% Mobil

14% Havoline November 2017

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Best Selling Synthetic Motor Oil 2016

2017

24% Pennzoil

9% Other

8% Other

28% Mobil

4% Total

3%, Private Label 3%, Amsoil 18% Havoline

5%, Service Pro 5%, Kendall

4% CAM2 5% AMSOIL

15% Valvoline

5% Service Pro

8% Castrol 12% Valvoline

8% Pennzoil

15% Mobil

9% Castrol

14% Havoline

Best Selling Synthetic-Blend Oil

Best Selling High-Mileage Oil

2017

2017

19% Pennzoil

13% Other

7% Other 18% Valvoline

3% Total 3% Sunoco 3% CAM2 5% Private Label

21% Valvoline

4% Service Pro

18% Pennzoil

4% CAM2

13% Castrol

6% Mobil

15% Havoline

6% Service Pro

10% Castrol

Best Selling 5W-40 Diesel Oil

16% Havoline

Best Selling 15W-40 Diesel Oil

2017 9% Other

17% Mobil

2017 35% Shell Rotella T

4% AMSOIL

12% Other

51% Shell Rotella T

4% Castrol Hypurion

7% Castrol Hypurion

10% Valvoline Premium Blue

12% Chevron Delo 400 13% Valvoline Premium Blue

20% Mobil Delvac

11% Mobil Delvac

12% Chevron Delo 400

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Av To 1-8 ww

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Available products, across Havoline, Delo, and Supreme brands.

Available in in 2121 products, across Havoline, Delo, and Supreme brands. find your nearest Chevron Source Lubrication Marketer, ToTo find your nearest Chevron 1st1st Source Lubrication Marketer, callcall 1-800-822-5823, Marketer Locator 1-800-822-5823, oror gogo toto thethe Marketer Locator onon www.chevronlubricants.com www.chevronlubricants.com

Best Selling Oil Filter

2016

13% Service Champ

13% Pennzoil

2017 19% Service Champ

7% Other 3% Promotive 5% Mobil

33% Other

11% Valvoline

16% Pennzoil

5% Prime Guard 5% Purolator 6% NAPA

9% Performax

10% Mighty

11% Prime Guard

14% Mighty

6% Performax 7% Service Pro

9% Valvoline

Best Selling Air Filter 2016

2017

17% Service Champ 17% Mighty

26% Other

21% Service Champ

9% Other 5% Purolator

17% Mighty

6% Service Pro

8% Promotive

7% Pennzoil

14% Prime Guard 9% Performax

7% Valvoline

11% Valvoline

8% NAPA

10% Performax

11% Prime Guard

Best Selling Cabin Air Filter 2017 13% Other

24% Service Champ

4% Pennzoil 21% Mighty

4% Valvoline 4% Performax 9% Service Pro 9% NAPA

13% Prime Guard November 2017

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Answers From the One

VIEWPOINT

Winter Car Care Tips Winter is coming. For car owners in most of the country, snow and ice present the worst possible conditions for operating a vehicle. That means, in addition to routine maintenance, you’re going to need to help prepare customers ahead of time for extreme weather.

“Don’t wait until the cold hits to ready vehicles,” said Herbert Steurer, passenger vehicle lubricants brand supervisor for ExxonMobil Fuels & Lubricants. “With a little foresight, you will [help them] save money, save fuel and even help the environment by prepping for the winter season.”

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Battery Maintenance Car batteries are often hit hardest by the cold weather, which severely impacts their cranking power. This is especially true in batteries over four years old. Before the winter weather sets in, make sure to advise customers to pack a set of good jumper cables in their vehicles. Alternately, emergency starts are possible with all-inone power packs – a great portable investment to have on hand.

Filters, Coolant and Hoses As part of routine maintenance, check all filters — gas, oil and air — and any soft or leaking hoses for potential replacement.

Additionally, make sure their heater and window defrosters are in good working order before they’ll actually need them. A vehicle’s coolant and thermostat should also be checked — experts call for coolant change every two years, though extended-life coolants can last about five.

Tire Pressure Icy roads can be made even worse without the proper tires. First, check the tread, and be sure to rotate or replace tires that are worn down or weathered. Also, make sure tires are inflated properly, not over-inflated or under-inflated. This is an easy fix that many neglect to handle on their own.

Tires inflated at a low-pressure will always lead to quicker wear and decrease fuel efficiency in any weather condition. But, as winter is concerned, over-inflation reduces the proper traction in icy conditions.

Lubrication In winter weather, protecting the engine from damage during multiple cold startups is incredibly important. Make sure you choose a full-synthetic, multi-viscosity oil formulated for these extreme conditions that supports engine starts as low as -25 F to -30 F. Low-viscosity, full-syn-

thetic oils speed startup and reduce wear by flowing quickly to critical engine parts.

Additionally, the use of lower viscosity oils improves fuel economy.

Vehicle Warmup During cold starts, it’s not necessary to let the engine idle for an extended time.

When starting, allow idling for a few seconds before putting the vehicle in gear to begin the proper oil flow and lubrication.

Extended idles in modern vehicles only waste fuel and won’t actually warm up the drivetrain components. Simply advise customers to drive normally for a few miles after starting.

It’s Nice to De-Ice You don’t want your customers to wake up to an icy vehicle and nothing but a CD jewel case to save the day. Before winter hits, advise them to get some ice scrapers and de-icing gear. This is also the time to make sure their windshield wipers and front and rear defrosters are in good working order.

A de-icer spray for frozen locks can also be a lifesaver, as well as spray-traction aids in the event of a stuck vehicle and a small snow shovel. Many hardware and home stores sell bags of sand to give vehicles extra trunk weight and traction, but can also be used on snow and ice for increased traction. And, as your mom says, don’t forget a warm coat, hat, gloves, boots and a blanket in case you get stuck in the cold.

“Preventive care and mindfulness leading into the winter months can make a huge difference when storms actually hit,” Steurer said. “And, of course, you’re going to save money in the long run.” S Customers can have their motor oil-related questions answered by calling ExxonMobil’s toll-free information line at 800.662.4252.

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Above & Beyond

VIEWPOINT

Winter Brings Sales Opportunities

by Randy Fowler

The change of seasons typically brings with it an awareness among motorists that it is an opportune time for routine maintenance on their car or SUV. This is prudent so their vehicle is as prepared as possible for the winter driving season.

It is in this light that quick lube shops see an uptick in business after a slower summer season when folks are more focused on vacations than auto maintenance. The kids are back to school, the leaves start to fall and motorists start to think about the harsh conditions to come.

Certainly, oil and filter changes rank right at the top of the list of critical pre-winter services. And your customers’ appearances in your shop afford you the opportunity to provide add-on products and services that greatly benefit the motorist and also boost your bottom line.

Such products and services can not only include those that are performed or installed during their visit, but they can also include other products your customers can take and store in their trunk in anticipation of conditions that can compromise safe driving in the coming months.

In-shop services that benefit both the shop and the motorist should certainly include battery service. This typically involves cleaning terminals, checking the integrity of the connections and applying preservative/protectant to the terminals and posts to ward off future corrosion that can ultimately lead to a no-start condition. Battery service can also include load testing, which takes mere moments and can easily lead to the sale of a new battery.

Tire rotation is another important service, as it promotes even tire wear and assures that the best tires are on the front wheels, where they can provide the best possible steering and braking, especially on FWD vehicles. And, of course, with wheels and tires off, you have the opportunity to inspect and evaluate brake and suspen-

sion system components and recommend replacement of worn parts that can compromise braking, handling and safety. This can also lead to the sale of new tires, if your shop is so equipped.

Note that some vehicle manufacturers recommend periodic brake fluid replacement, and this is prudent on every vehicle.

Since brake fluid is hygroscopic, it attracts moisture, which can cause rust and corrosion in brake lines, calipers and even within the ABS system. Be sure to use a quality DOT 3 or 4 fluid as specified by the vehicle manufacturer.

Cooling system service is important to assure the strength of the coolant is sufficient to prevent cold-weather freeze-up,

which can cause catastrophic engine damage. You should also consider using cooling system additives to fortify the coolant’s ability to ward off rust and corrosion within the cooling system. If your inspection reveals rust, oil or gasoline contamination, or other indications that the coolant has outlived its usefulness, a flush and refill service is in order.

Of course, your time spent under the hood allows you to check the levels and condition of power steering fluid, brake fluid and transmission fluid. You should replenish these as needed, and you may find it appropriate to recommend fortifiers or anti-leak additives as necessary. In any event, you’ll want to be sure to use the

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proper fluids, assuring that the fluids you use are compatible with the vehicle manufacturer’s recommendations.

While under the hood you also have the opportunity to inspect serpentine belts, coolant and power steering hoses, and air and fuel filters. And don’t forget the cabin air filter as well, since its role becomes even more important in winter weather when windows are likely to be closed.

Visibility is especially important in winter months, when snow, ice and even frost can reduce visibility. So you’ll want to assure your customers’ wiper blades are new or recent and their windshield washer fluid is filled with a winterized formula or boosted with a concentrate so it won’t freeze up in sub-zero temperatures. It’s important to remind your employees and customers that a concentrated windshield washer fluid additive should not be used alone, but rather mixed with the proper proportion of water.

Finally, be sure to update your waiting room products and literature with season-appropriate products. These can represent important add-on sales that the customer will likely need at some time in the coming months — products like windshield washer fluid concentrate, windshield spray de-icer and gas line antifreeze, along with scrapers, foul weather emergency kits, shovels and flashlights.

By offering a complete package of services and aftersales items, you provide important products and services that enhance customer satisfaction that will lead to repeat business. Remember, it’s always easier to keep existing customers than it is to find new ones. S RANDY FOWLER is vice president, Auto and Private Label Sales, Penray Inc. For 66 years Penray, Inc. has been recognized and sought after by the transportation industry for helping professional technicians grow their businesses through innovative chemical products covering repair, maintenance and solution services. The company supports automotive, heavy duty, private label, and export markets with solutions to meet the needs of the transportation industry. Penray’s manufacturing facilities incorporate lean manufacturing techniques for optimal efficiency and quality control. Penray offers a wide variety of maintenance and specialty products available in aerosol and liquid version. Information on Penray products can be found at: www.penray.com

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66 NOLN | www.noln.net

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The Training Never Stops

VIEWPOINT

One Bite at a Time

by Ragan Holt

The screensaver on my desktop computer at my NOLN office is a picture of an elephant walking through the savanna with a giraffe in the background. It is a picture that reminds me of my time in Tsavo West National Park in Kenya, Africa. If I am not careful, I can spend too much time staring at this picture and missing the beauty and the awesomeness of Tsavo. The elephant herds that live in the park are nicknamed the red elephants, mainly because of the red soil that covers the elephants after they roll around on the ground. But they are magnificent in size and in numbers. The lodge I stayed in was less than 50 yards from a popular watering hole, and all through the day and during the night, the elephant herds would come through and take advantage of the water hole. I could have easily sat on the porch and watched these nyekundu tembo (Swahili for red elephant) for hours.

Regardless of what you learned from nursery rhymes, the “king of the jungle” is not the lion, it is the elephant. While watching these amazing creatures, my mind wandered to the old saying, “How do you eat an elephant? One bite at a time.” This silly idea takes on a new perspective when you are a few yards away from them. In fact, it is almost ridiculous to even consider the idea; however, I guess it is true. Whenever you are facing enormous obstacles, the best approach to overcoming the problem is to break it down into bite-sized pieces.

2017 has been a good year for our industry. Of course, some shops are reporting numbers that are lower than expectations, but most are reporting above last year’s numbers. A few shops have consolidated, others have been a party to mergers and, still, others have been bought out altogether. Many shops have increased services and have invested in new equipment and technology to accommodate these new services.

We have heard of several shops that have

doubled down on the idea that they will be quick and efficient and concentrate on car counts at the sacrifice of ticket average. It seems that both models of operation can be successful and that local market conditions dictate the best approach.

The Big Elephant in the Room It is true, the burdens in our industry seem bigger than before, so I thought I would break down the big concerns we have seen over the last few years into bite-sized pieces.

Since the mid-1980s when I first happened on this industry, one rule still holds true today: control your inventory and labor costs, and you will make money in this industry. But how can we control these increases when our base price for an oil change has hit a plateau we can’t seem to get over? It is true that the big operations keep getting bigger, and the new car dealership service departments are entering into our space at a breathtaking pace. Both of these new mammoths are offering ridiculously low prices for oil changes and are using oil changes as “false leaders” to get people into their shops with their massive advertising campaigns.

However, something they are not saying is, so far, these massive campaigns have not been financially successful. In most cases, dealerships and the other large chain automotive service outfits are struggling to convert these lowball consumers when it comes to buying other services. In many cases, the real result is they are taking the

lowball customer off our drives and leaving us room for the customers that have a genuine interest in maintaining their vehicles.

The reality is, a customer who is always chasing the cheapest price is really no customer at all — and is bogging down the shop and using up valuable resources. Some operators say thank you to the dealership for taking the lowballer and leaving them with more of the service-minded customer.

As of now, the big chain stores and dealerships seem to have one goal: to see how many things they can find wrong with the

November 2017

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customer’s vehicle and then put the squeeze on the customer to try to upsell them. So far, it hasn’t worked on a large scale. Everyone knows that playing the “who’s cheapest” game never turns out well. Someone else will always be cheaper.

My advice is the same your mother told you as a child: be who you are, stay the course and continue to offer good service and good products at a reasonable price.

Sometimes the best advertising you can do is to let your customer have a poor experience somewhere else.

Keep your inventory and labor costs to around 25 percent each, and you will make money. The quick oil and lube industry has several good point-of-sale companies that can show you how to use your system to do the math for you to help you make better decisions on inventory purchases and controlling labor costs. Call them. They are helpful. Once you get the data, then have the conversation with your suppliers about products.

The quick oil and lube industry is supported by good equipment, services and product companies that will bend over backward to help you. I see it all the time when I am out in shops. We have a good network of motivated vendors.

Recently, I noticed an article in Automotive News Fixed Op’s Journal magazine

by Jeff Yip, “13 Tips for Tuning Up Your Quick-Service Operations.” It is worth repeating to our industry. At a minimum, here is a look into the dealership playbook.

However, Yip’s points are valid for our industry to consider. Most likely, the dealership and big chain outfit in your market are considering these points.

As published in, Fixed Ops Journal April 2017: “1. Be flexible. When you advertise your fast-lane service, make sure potential customers know they don’t need appointments. Then make sure you’re fully equipped to handle the workload.

“2. Have the right team. Fast-service experts recommend assigning a two-technician team and an adviser to every vehicle that comes through the express lane.

“3. Have the right tools. Your lube techs should have basic tools and a tool cart, including equipment for wheels and tires to make rotations quicker and easier.

“4. Compete on price. In your market, ‘call the independent shops to find out what they charge for the services you plan to offer,’ advises Ken Rock, customer care manager at Auto/Mate Dealership Systems, a dealership software provider in Albany, N.Y. ‘Match those prices, or keep them very competitive.’

“5. Build on your brand. ‘Your dealership’s main advantage,’ Rock says, ‘is that you use OEM parts. Customers may be willing to pay a small premium for that advantage, but ‘small’ is the key word here.’

“6. Upsell, but do it right. Joe Carroll

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is a division manager at M5 Management Services, a dealership consultancy in Pelham, Ala., that specializes in fixed operations. He says a quick-service operation should aim to sell 60 percent of all services the adviser recommends the customer have done.

‘The adviser should show the customer a menu of services the manufacturer calls for and ask: ‘Would you like us to take care of that if it needs it?’’ Carroll says. ‘That way, you already have authorization. If you don’t present it, you’ll never sell it.’

At the same time, Rock says, remember that service customers are suspicious of efforts to sell them work and products they think they don’t need.

‘We are here to advise the customer on the proper way to care for their major purchased equipment,’ he says.

‘Don’t lie, don’t try to scare them. Verifying that something is really needed, and

not just guessing,’ is an essential part of that process, Rock adds.

“7. Make the wait less painful. Waiting areas, including those for quick-service customers, should offer free Wi-Fi service and cellphone chargers, Rock says.

‘It’s no good trying to charge for something that everyone else gives away,’ he says.

“8. Use quick service to boost overall customer satisfaction. Rick Law, general manager of Big Star Ford in Manvel, Texas, says his dealership surveys its quick-service customers and acts promptly on complaints.

‘We want to drive our loyalty scores up,’ he says.

“9. Turn service customers into vehicle buyers. Shaheen Chevrolet in Lansing, Mich., operates an eight-bay, $2.5 million quick-service center. The dealership assigns customer care employees to its waiting area. Customers who express interest in trading in their vehicle are introduced to a salesperson.

“10. Bring customers back. Big Star Ford sells Advantage Care, a bundle of three oil changes, tire rotations and car washes, for $99. Law says the offer is popular among quick-service customers and attracts repeat business.

“11. Hire for tomorrow. Today’s lube tech can become tomorrow’s full-fledged service technician. Look for good candidates.

“12. Don’t drop the ball. Carroll advises dealerships to provide continuing, adequate training to overcome the high turnover rate among lube techs.

‘You have to tell the new employees: ‘This is a good job.’ The [dealers] who struggle are the ones who are throwing bodies at that department, and not coaching and not mentoring,’ he says.

“13. Take the long view. Law says he doesn’t look at his dealership’s fast-service operation, which is not a Ford Quick Lane outlet, as a profit center. Instead, he sees the service as ‘a window where people can see we’re going to do such a good job with Ford techs that they’ll want to come back.

If we can wow somebody in the quick lane, we feel we can make them a customer for life.’

Adds Tom Hernly, service manager of Shaheen Chevrolet: ‘It takes something like $2,700 in resources to attract each new customer. The last thing we’re going to do is tick off a [quick-service] customer over $35.

‘There’s no sense in arguing with the customer,’ Hernly says. ‘If there’s an issue, it’s free. That’s the bottom line.’”

Worrying about the elephant in the room is not going to make him go away.

Since the industrial revolution swept through our country in the mid-1800s, there have always been challenges in staying relevant. It is these challenges that make us better in what we do. There is plenty of opportunity for our industry to succeed. What are you doing to compete with the dealership or big chain outfit in your market? S RAGAN HOLT is the quick lube advisor for National Oil & Lube News. He is available for consulting and training in the quick oil and lube industry. He can be contacted at: ragan.holt@noln.net

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PRODUCTS & SERVICES Easier to Pour Valvoline recently launched its newest innovation, the Easy Pour Bottle. Valvoline worked alongside consumers to develop the new design.

The brand’s patent-pending Easy Pour Bottle offers a bevy of highlights.

The Easy Pull Tab makes opening the bottle clean and simple; a Precision Pour Spout provides accurate pour and clean cut off for a messfree experience; and the Anti-Glug Tube provides a glug-free pour for a faster, cleaner and easier oil change. Also, the Resealable Overcap with No-Slip Grip helps prevent spillage and provides safe storage, and the Centralized Handle makes for a more confident pick up, transport and pour.

Valvoline has partnered with seven-time NASCAR champion Jimmie Johnson to promote a series of entertaining videos showcasing the ease of use and cleanliness of the new packaging.

Learn more about the new packaging and watch videos of it in action at: easypour.com Heavy Duty A/C Service The ArcticPro ACX1180C is the OEM heavy-duty commercial option from Mahle Service Solutions popular ACX1180 series.

Easy to service and maintain, the ACX1180C is designed to increase technician productivity due to its fully automatic program to recover, vacuum, leak test and charge without command for ease of operation.

The ACX1180C also features an integrated test function that allows the user to capture a before-and-after service snapshot to ensure proper A/C system service functionality.

Hig h-pressure leak detection

and liquid refrigerant flushing are standard high performance features essential for heavy-duty service.

In addition to recovering more than 95 percent of heavy-duty A/C system refrigerant, the ACX1180C features a high capacity 50-pound internal DOT cylinder to service larger commercial vehicles. The unit also includes a 5 CFM vacuum pump, an integrated printer, an ambient humidity sensor, three temperature sensors, four pressure sensors, a vacuum micron sensor providing greater system diagnostic capabilities, a factory-installed heater belt and is hybrid certified.

The ACX1180C meets stringent certification requirements including SAE J2788, SAE J2099 and UL 1963 and is backed by a twoyear parts and labor warranty.

For more information, visit: www.servicesolutions.mahle.com

Upgraded Mobile The newly updated ShowMeTheParts app provides full access to the largest public parts database on the market on the go. Users can find parts and check photos, specifications and other information while working on their vehicles.

ShowMeTheParts covers 1.7 million parts from over 300 aftermarket parts manufacturers. Along with interchange information and specifications, users can view product information sheets, photos and even 360-degree views of parts. This information is constantly updated, ensuring the most accurate information available.

Users will see faster lookup speeds and smoother navigation to the freshest data in the aftermarket. The app provides access to all the information in the ShowMeTheParts catalog through a user interface tailored to work with small touchscreens. Vertical Development’s update brings improvements in both the design of the app and the servers supplying it with data making accessing parts information easier than ever before.

The app not only makes access more convenient, but it also means users can check

information when they are at their car, making direct comparisons between photos and specifications with the parts they need to replace. The app can even search local businesses to find a supplier for the part they need, putting the power of ShowMeTheParts’s catalog in their pockets.

To get the full benefit of these updates, current users will need to uninstall the app and download the new version. The iOS version is available from the App Store, while Android users can get it from the Google Play Store. For users whose phones don’t have a supported OS, there’s an HTML5 version of the app that can be accessed using any modern browser.

For more information, call 847.609.9540 or visit: www.showmetheparts.com

Streamline Customer Reviews Customer reviews are the pulse of any business. With Bolt On Technology’s launch of Review Manager, automotive shop owners can get instant, honest reviews from their customers.

Locally owned businesses, like automotive repair shops, are constantly competing to provide services for their community. What better way to generate new business by letting your customers sing your praises? Review Manager, the new must-have feature from Bolt On Technology, allows automotive repair shops to build their online presence at the click of a button. Shop owners can choose which customers to text links to, and have them review their most recent experience at the shop. That review will post directly to Google or Facebook.

Review Manager is now available to all Pro Pack users for $100/month. For more information on Review Manager, or to sign up, please visit: http://lp.boltontechnology.com/review-manager

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New Service Pack CRC Industries, Inc. has introduced the new GDI Service Pack to help auto repair shops maintain the performance of their customers’ vehicles equipped with gasoline direct injection (GDI) engines and, in so doing, creates a new source of revenue.

CRC GDI Service Pack offers shops the opportunity to meet their customers’ needs by maintaining vehicle performance and efficiency, but it also creates a new source of revenue.

A complete GDI engine service every 10,000 miles is a win-win for both the vehicle owner and the shop. Regular maintenance of these modern engines saves vehicle owners time and money from costly engine teardown or mechanical processes to remove excessive carbon buildup.

A GDI Engine Service using CRC products eliminates carbon deposits in six critical areas: the mass air flow sensor, the throttle body, intake valves, fuel injectors, spark plugs and the combustion chamber.

The GDI Service Pack includes CRC GDI IVD Intake Valve and Turbo cleaner that removes hard carbon deposits from intake valves; CRC 1-Tank Power Renew that restores up to 99 percent of injector flow and increases mpg; CRC Mass Air Flow Sensor Cleaner that restores 4-10 horsepower at the wheels; CRC Throttle Body & Air Intake Cleaner that cleans deposits from the throttle valves and throttle body; and CRC Friction Guard that reduces wear and scoring on cylinder walls.

To learn more about the CRC GDI Service Pack, visit: http://crcgdi.com

New Premium Blades Bosch recently announced Envision as the newest addition to the windshield wiper product line, designed to sharpen night visibility and provide extreme weather safety.

Bosch Envision is now available at AutoZone stores nationwide and autozone.com.

The new premium windshield wiper helps to reduce blur with NightFocus ultrasonic technology, which fuses the base connector and blade to form a single core construction and provide an even wipe across the entire length of the wiper. Additionally, glare is reduced through ClearMax365 rubber technology, featuring a flexible dual synthetic rubber blend and precision-cut polymer edge to create an optimal wipe angle. The technology also promotes a longer product life, as it protects the wiping edge from ozone deterioration, extreme weather and road debris.

Envision is equipped with a NightBlack spoiler, combining a light-absorbing charcoal powder and water repelling polymer compound. The spoiler helps to repel water droplets and minimize ice buildup for extreme, all-weather wiping performance. A SafeCheck indicator alerts users when it’s time to check the condition of their blades to ensure safer driving in the rain, sleet and snow.

Offering broad compatibility, the Envision windshield wiper blade includes several connectors such as the new Denso Top Lock, U-hook, side lock, top lock and pinch tab.

For more information, visit: www.boschautoparts.com

First Step to Transition Robbinex Inc., one of North America’s most experienced companies in mergers and acquisitions, is expanding its service offerings with the launch of COSATA in response to a changing mergers and acquisitions (M&A) marketplace.

COSATA stands for comprehensive strategic analysis of transition alternatives. When a business owner is interested in selling or transitioning their business, the COSATA approach takes them beyond a simple valuation of their current business to identify changes that will enhance its value and considers alternatives to selling.

Robbinex analyzes hundreds of potential buyers for every business they help bring to market. Utilizing a COSATA reflects recent changes in the mergers and acquisitions market; it highlights synergies between the company being sold and the interested buyer and allows both sides to be methodical and strike the best deal for our clients.

COSATA evaluates a business from four paradigms — historical recast earnings, present value of assets with goodwill, comparable transactions and future sustainable earnings. When a valuation is determined, the Robbinex team provides a full set of recommendations, including a review of the 14 alternatives to selling, to ensure their client is making the right decisions, for the right reasons and if selling, for the right price.

For more information, call 888.ROBBINEX or visit: www.robbinex.com S If you have a product or service release you would like published, contact us at: info@noln.net

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Classified Advertising employment opportunities

equipment & supplies for sale

DISTRICT MANAGERS AND STORE MANAGERS WANTED

Super-Lube is looking for experienced district and store managers for our Florida, Wisconsin and Illinois locations. We are looking for motivated people who are self-starters with experience in managing people.

Salary and benefit package available based upon experience. If you are interested in joining the Super-Lube team, please send resume to Tom Chambasian: fax 850-222-5152 or email tchambasian@superlube.com

fast lubes for lease

MANAGER/ DM TRAINEE A small, family-owned Jiffy Lube franchise in southwest Virginia.

We have great stores in good locations. We offer excellent pay, bonus, outstanding benefits and opportunities for advancement. We offer a sign-on bonus and assistance with your moving expenses.

We need your professionalism, customer service, technical skills, experience and leadership.

Send resume to Ken Lehman Virginia Lube, Inc. PO Box 6818 Charlottesville, VA 22906 email: klehman@valube.com Cell: 434-546-1172 Fax 434-974-4605

fast lubes for sale NORTHERN NEW JERSEY

Two-bay fast lube and twobay light service shop on busy street in Northern New Jersey for sale. Very clean, well-maintained and up-to-date. Established business with good car counts, fleet accounts and excellent reviews. Please call 973-570-5050 or email: billyandsteven@gmail.com

Thinking of Selling?

Put our 30 years of Lube Industry & Brokering experience to work for YOU as your specialized Lube Business Broker.

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fast lubes wanted

CLASSIFIED ADS IN PRINT AND ONLINE CALL NIKKI AT 800.796.2577

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ADVERTISERS/PRODUCT INDEX November 2017

AutoCenter Sales ___________________________________________64_____________800.874.5793____________ www.autocenter-sales.com

Auto Data, Inc. _____________________________________________ 7______________800.767.7580________________ www.autodatainc.com

Automotive Filter Corporation ________________________________19_____________800.800.8577____________________________________

BayNets Safety Systems (Pit Covers)___________________________54_____________800.331.0731______________www.incord.com/baynets

BendPak/Ranger ___________________________________________29_____________800.253.2363___________________ www.bendpak.com Chevron Havoline____________________________________ 59, sponsorship_______800.822.5823___________________ www.havoline.com Comgraphx (Formerly Communication Graphics)_________________13_____________800.331.4438_________________ www.comgraphx.com

Devon Industries___________________________________________38_____________800.468.1970__________________www.devonlube.com

eGenuity, LLC - eLube.net ____________________________________49_____________800.296.0177___________________ www.egenuity.com ExxonMobil L&S Company____________________________________43_____________800.667.6680_______________________www.mobil1.us

Herkules Equipment Corporation_______________________________52_____________800.444.4351_____________________ www.herkules.us

Idemitsu Lubricants America_________________________________53_____________248.355.0666_____________________ www.ilacorp.com Identifix___________________________________________________69_____________800.745.9649____________________ www.identifix.com Integrated Services, Inc. - LubeSoft - Modulube__________Outside Back Cover_____800.922.3099________________________www.ints.com

Jiffy Lube International______________________________________27_____________800.327.9532___________ www.jiffylube.com/franchise Kafko International Ltd. - Oil Eater/Degreaser____________________12_____________800.528.0334_____________________www.oileater.com

Lubegard by International Lubrants, Inc.________________________35_____________800.333.5823___________________ www.lubegard.com Lucas Oil Products, Inc._____________________________________ 22, 23____________800.342.2512____________________ www.lucasoil.com Lumax Lubrication Equipment________________________________56_____________877.465.8629______________________www.lumax.com

M & M Service - Deep Blue Windshield Washer Concentrate____________67 _____________800.657.9834__ www.windshieldwasherconcentrate.com MAHLE Aftermarket, Inc.___________________________________ 41_____________800.338.8786__________ www.mahle-aftermarket.com Mighty Distributing System of America____________________________ 9 _____________800.829.3900______________www.mightyautoparts.com Modernwash, Inc.___________________________________________33_____________800.511.7208________________ www.modernwash.net National Oil & Lube News__________________________________ 39, 57____________800.796.2577________________________ www.noln.net

NGEN_____________________________________________________51_____________844.643.6776___________________ www.ngenpro.com Petroy BV _________________________________________________68_______________________________________ www.petroy.com/gripper Penray Companies _________________________________________45_____________800.323.6329_____________________ www.penray.com

PM Attendant, Inc.__________________________________________17_____________866.576.8957_______________ www.pmattendant.com Rhino Tuff Tanks ___________________________________________50_____________877.788.8332_______________www.rhinotufftanks.com Roth Industries__________________________________________ 65____________ 888.266.7684______ www.rothlubetanks.com/benefits Sage Microsystems, Inc. - Quicktouch__________________ Inside Front Cover______800.724.7400__________ www.sagemicrosystems.com

Service Champ___________________________________________ 37_____________800.221.0216______________ www.servicechamp.com Service Pro ________________________________________________21_____________800.313.2463_________________ www.service-pro.com Shell Pennzoil Filters______________________________________ 46, 47 ___________800.237.8645____________________www.pennzoil.com

Smart Blend Synthetics/Phillips 66 Spectrum Corporation__________ 3______________ 888.422.9099_________________ www.smartblend.com

Snyder Industries___________________________________________66_____________888.422.8683___________ www.snyderpetrotanks.com Solid Start â&#x20AC;&#x201C; True Brand______________________________ Inside Back Cover______877.290.3950____________________ www.solidstart.biz Throttle Muscle ____________________________________________5 _____________855.738.9687 _____________ www.throttlemuscle.com

TOTAL Specialties USA_______________________________________55_____________800.323.3198_____________ www.TotalSpecialties.com Unilube___________________________________________________36_____________800.326.1711____________________ www.unilube.com Valvoline__________________________________________________11_____________859.357.7303___________________ www.valvoline.com November 2017

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Selling is Educating

VIEWPOINT

Are You Prepared?

by Amber Kossak

Are you prepared to deal with any situation? Most are not. We do our best to think of everything, but time and unforeseen occurrences befall us all. We can prepare emotionally, physically and financially, but then, the unexpected happens. There is a great saying, “Look back to learn; look forward to succeed.” If we look at our circumstance as the glass is half empty, then it will be exactly that, half empty. We can take something that happens to us in life, whether it is positive or negative, and create something magnificent, but that is up to us.

“It’s not whether you get knocked down; it’s whether you get back up.” –Vince Lombardi When we get knocked down, it is difficult to think of the positives, much less get back up.

Personally, when I was terminated years ago, I was so depressed for several months; I didn’t know what I was going to do. Now, almost eight years later, I am the owner and operator of a successful business. Today, many have suffered massive devastation, are without power and may have no place to live. We are all faced with adversity, but not all have been affected by the same circumstances. The question is what will you do with your adversity?

It’s not whether you get knocked down; it’s whether you get back up.

– Vince Lombardi

What do we do with what we have?

It does not matter what we own; what matters is how we live our lives. What actions do we take? We may ask ourselves, “What do we do with what is given us?” Are we kind, giving and loving; do we express appreciation to others? How we conduct ourselves will make a difference. Whether we are treating our customers with kindness or our neighbor with love, this will influence not only how we feel about ourselves, but also how they feel about us. It is said, for us to feel better in our own time of need, we must take all of our emotions and efforts and apply them toward someone else’s needs.

Measure twice, cut once.

Trust is the glue that helps hold all relationships together. No matter if it is our family, a friend, an employee or a customer, trust is the key. When we are preparing for any situation, we want to prepare with the end in mind. We do well to ask ourselves how will this affect my family, employees and customers.

So, the question is, are we prepared? Customers appreciate you being prepared to take care of them and their families. They come to you because they trust you. When they come to you, “the professional,” they respect you for having the knowledge to keep them on the road. Employees will appreciate when you make a decision to treat them with kindness versus yelling at them when you have had a bad day. You will become a better leader because you took the time to prepare yourself emotionally and chose to put others before yourself.

If we are prepared, it will be easier to stand by the commitments we make. This may take time, patience and preparation, but you will be known for the promises you keep, not by the promises you make. S AMBER KOSSAK is president and CEO of Solid Start, manufacturer of True Brand Products. She has been in the automotive industry for almost 20 years and is serving on the AOCA board of directors. She can be contacted at: kossak@solidstart.biz For more information please visit: www.solidstart.biz

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© 2017 INTEGRATED SERVICES, INC.

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