NOLN - April 2022 by EndeavorBusinessMedia-VehicleRepairGroup

STRENGTHEN RETENTION

PAGE 42

REBOUND LOW CAR COUNTS

PAGE 37

Carrying on a legacy while serving the community PAGE 30

GET YOUR CUSTOMERS TALKING

PAGE 38

Valvoline Blue Ken Frenchak’s knowledge of his region’s rich oil production history also made him a great fit to manage a local shop. APRIL 2022 / NOLN.NET

MAKE ONE SMALL CHANGE FOR

HUGE PROFITS “This thing really is a game-changer. We’ve seen such a huge impact in the shops that are utilizing it. It’s really exciting.” -Jason Weicht, Director of Sales - Solid Start, Inc.

More Effective! More Efficient! More Profitable!

Are you having difficulty choosing the proper vacuum source? Take the guess work out of it and perform a “PROFESSIONAL FUEL SYSTEM SERVICE” right every time! In-market testing shows the True Brand SGX113 pressurized canister service consistently takes less than half the time of a drip bottle service. While a drip bottle Fuel System/Induction service takes an average of around 20 minutes to complete, the same service using the SGX113 takes about seven minutes, allowing you to perform two to three times the amount of services per day. Call today to make one small change that equals HUGE profits!

Truth:

True Brand Products are specifically formulated to help your customers stay on the road longer!

“Small changes can make huge destination differences.” - Sean Covey

Contact your local Solid Start Distributor to get True Brand® in your shop. Call Today: 877-290-3950 | www.solidstart.com | #TrueBrandTough APRIL 2022 3

03_SOLID START_0422.indd 3

3/17/2022 1:43:52 PM

04.22

CONTENTS

06 ONLINE

Stories of good deeds 09 EDITOR’S LETTER

A century of information 10 BY THE NUMBERS

Making strategic investments

QUICK HITS 14 INDUSTRY INSIGHT

Behind FullSpeed Automotive’s growth 16 AROUND THE INDUSTRY

Fast Eddy’s sells quick lube 21 ADAPT

Some cars will miss 3G’s demise 22 SHOP LOOK

10 Minit Oil Change of Fort Myers, Fla.

SERVICE 37 PIT STOP

Raising the car count 38 TECH+TOOLS

Getting that word-of-mouth buzz 40 CASE STUDY

How to make the added sale 42 HUMAN RESOURCES

26 LEAD STORY

Between the Lines

The owner’s manual has changed a lot over the years. Is it for the better? BY M AT T H U D S O N

30 PROFILE

Thicker than Water

Family Business Ken Frenchak’s family has a history with oil, so it’s no wonder that he’s working in automotive maintenance.

Make use of this retention tool

COLUMNS 24 FROM THE SHOP

Addressing the prospective operator BY A DA M TAT U M

55 AOCA CORNER

Benefits for the entire industry BY BRETT FRASER

Ken Frenchak offers insight into his shop and the region’s history with motor vehicle lubricants.

58 LEADING EDGE

BY NOAH BROWN

BY LENNY SAUCIER

Shop culture is yours to mold

NOLN, VOL. 37, NO. 4 (ISSN 1071-1260), IS PUBLISHED MONTHLY BY 10 MISSIONS MEDIA, LLC, 571 SNELLING AVENUE NORTH, ST. PAUL, MN 55104-1804. COPYRIGHT ©2022 BY 10 MISSIONS MEDIA LLC. ALL RIGHTS RESERVED. NOLN CONTENT MAY NOT BE PHOTOCOPIED, REPRODUCED, OR REDISTRIBUTED WITHOUT THE CONSENT OF THE PUBLISHER. PERIODICALS POSTAGE PAID AT ST. PAUL, MN AND ADDITIONAL MAILING OFFICES. POSTMASTERS SEND ADDRESS CHANGES TO: NOLN, 571 SNELLING AVENUE NORTH, ST. PAUL, MN 55104-1804.

WILLA J PHOTOGRAPHY

FE ATURE

NOLN.NET

02_TOC Masthead.indd 4

3/23/22 2:42 PM

APRIL 2022

05_DEVON_0422.indd 5

3/24/22 2:23 PM

04.22

ONLINE

VISIT

NOLN.NET TODAY

PODCAST

THE NOLN PODCAST NOLN has expanded its offerings of podcasts, bringing four monthly episodes to the airwaves. The podcast brings operators and industry experts to the screen to go in-depth with the editorial staff on topics that matter to shop owners.

BEST WORKPLACES AWARD INTERVIEWS

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

NOLN is celebrating the second-annual Best Workplaces awards across the magazine, website, social media, and multimedia platforms. After you read the profile stories with the Best Workplaces winners in this issue, head over to noln.net/podcasts to get additional, in-depth podcast interviews with this year’s winners.

HIGHLIGHTING GOOD DEEDS

NOLN NEWS

N O L N . N E T/ L I N K E D I N

N O L N . N E T/ F A C E B O O K

N O L N . N E T/ T W I T T E R

N O L N . N E T/ P O D C A S T S

Have you subscribed to the newsletter? NOLN will send the latest industry news, strategies and profiles straight to your inbox. Sign up at noln.net/subscribe.

N O L N . N E T/ B L O G

GETTY

A Florida franchise reached out to NOLN to share the story of a team getting together to help out a technician, and it just had to be told on the podcast. Head over to the podcast page to listen to the story of an ACE Jiff y Lube manager who recognized a hardworking technician and then created a way for the entire team to help out.

N O L N . N E T/ V I D E O S

NOLN.NET

03_Online–Numbers.indd 6

3/23/22 3:06 PM

APRIL 2022

07_DRIVERSE_0422.indd 7

3/15/2022 8:36:31 AM

ROYAL

TREATMENT

LOYALTY PROMOTION

WANT MORE LOYAL CUSTOMERS? ENROLL BY

OIL CHANGE SERVICE

$20 SERVICE CERTIFICATE

J U NE 1 5 2 02 2

Current Customers: Get your free kit & digital media advertising at Enroll.RoyalPurplePromos.com New Customers: Go to Enroll.RoyalPurplePromos. com to find a distributor near you.

HOW THE PROMOTION WORKS Royal Purple is offering free traffic driving, trackable digital media with geofencing for participating outlets in our Q3 National Consumer Promotion. Sign up, consumers get promotion message on their devices, we track them to your door & share with you! It’s that simple! SIGN UP FOR THE ROYAL PURPLE Q3 CONSUMER PROMOTION TODAY TO RECEIVE YOUR PROMOTION KIT AND FREE TRAFFIC! CONSUMER BENEFITS + Savings on Royal Purple Services + Improved engine performance

INSTALLER BENEFITS + Royal Purple - funded consumer service certificate + Higher consumer loyalty

FREE PROMOTION KIT + 250 Promotion Tear Sheets + 2 Greeter Scripts + 1 Counter Card Display + Curb Sleeve

MEDIA ASSETS + Traffic driving digital advertising + Social media ready banner ads + Print/Post Card version

NOLN.NET

08_ROYAL PURPLE_0422.indd 8

3/15/2022 8:43:56 AM

04.22

EDIT LETTER

EDITORIAL CONTENT DIRECTOR

Matt Hudson

DIGITAL MULTIMEDIA EDITOR

Noah Brown

CONTRIBUTING WRITERS

Adam Tatum, Lenny Saucier, Brett Fraser

EDITORIAL ADVISORY BOARD

Lenny Saucier, Director of Retail Training, FullSpeed Automotive Pete Frey, Operator, Take 5 Oil Change Adam Tatum, Director of Operations, Virginia Group Bill Floyd, Operator, Lucas Oil Centers

SALES

VP AND PUBLISHER

Chris Messer, cmesser@10missions.com ASSOCIATE PUBLISHER

Andrew Johnson, ajohnson@10missions.com MARKETING STRATEGISTS

Marianne Dyal, mdyal@10missions.com Chad Hjellming, chjellming@10missions.com Bob Marinez, bmarinez@10missions.com Martha Severson, mseverson@10missions.com Kyle Shaw, kshaw@10missions.com Dan Thornton, dthornton@10missions.com Sean Thornton, sthornton@10missions.com ASSOCIATE MARKETING STRATEGIST

Kenzie Verschoor, kverschoor@10missions.com CLIENT SERVICE SPECIALIST

Jen George, jgeorge@10missions.com

ART AND PRODUCTION

ART DIRECTOR

Zach Pate

GRAPHIC DESIGNERS

Mitch Bradford, Morgan Glisczinski, Emme Osmonson PRODUCTION ARTIST

Lauren Coleman

10 M I S S I O N S M E D I A PRESIDENT

Jay DeWitt

GENERAL MANAGER AND PRODUCTION MANAGER

Mariah Straub

EVENT PRODUCER

Kate Fahlen

COMMUNIT Y DEVELOPMENT ASSOCIATE

Meghan Horan

SENIOR DIGITAL MEDIA STRATEGIST

Tiffany Fowler

BOOKKEEPER AND CLIENT SERVICE SPECIALIST

Meghann Moore

HOW TO REACH US

571 Snelling Avenue North, St. Paul, MN 55104 tel 651.224.6207 fax 651.224.6212 web 10missions.com The annual subscription rate is $72 (U.S.A. only) for companies not qualified to receive complimentary copies of NOLN. Past issue single copies are $8. Go to noln.net/backissues Send letters to news@noln.net. For high-quality reprints or e-prints of articles in this issue, call 651.846.9488 or email reprints@noln.net. Opinions expressed in NOLN are not necessarily those of 10 Missions Media, and 10 Missions Media does not accept responsibility for advertising content.

FOLLOW THE MANUAL

Looking more closely at the auto industry through that glovebox book I HAD A LOT OF FUN READING

through the 1919 Ford Manual “For Owners and Operators of Ford Cars and Trucks.” It was shared by one of the experts cited in this month’s feature story. I’m the type who likes to sit down and read the owner’s manual for things I own. That’s how I found out about the valet key function on my Buick Lesabre or where to check fuses when a tail light goes out. In that 1919 Ford manual, there are some familiar passages for readers of today’s owner’s manuals. It includes an admonishment to use only genuine Ford parts and to avoid “bogus” or “imitation” parts. What follows those introductions are 136 questions and answers, complete with diagrams, about everything from starting the engine to cleaning the cylinders. It was a true manual for the self-directed ownership of the 1919 Ford car or truck. Thankfully for today’s consumer, there’s easier access to automotive maintenance shops in all but the most

remote stretches of the country. And owner’s manuals have reflected that societal change over the past 100 years. Knowing that the typical driver is more likely to head to a service shop when car trouble strikes, the information found in owner’s manuals turned more toward simple maintenance. Today, the most modern of manuals will teach you more about using the infotainment system than servicing any mechanical part. That change is at the heart of this month’s feature story (page 26). What I found is that, yes, today’s owner’s manuals aren’t as detailed as they used to be when it comes to home maintenance. But that’s not the whole story. The changes also reflect how OEMs share information with everybody, whether it’s the typical vehicle owner or the independent service shop. Take a look at the manual for your vehicle and decide how complete that maintenance information is based on your professional knowledge. This month’s issue has a lot of character, and that’s due to Ken Frenchak. His profile (page 30) reflects the enthusiasm he has for his region, his family history, and the work that he does. You’ll also find articles about combating low car counts (page 37), which is handy advice every so often. There is also an explanation of stay interviews (page 42), a valuable retention tool that I didn’t know about before our writer tackled the topic. I hope all you readers are seeing that spring boost as the weather warms and drivers start thinking more about their vehicle maintenance (a good use of tax refunds!). Until next month, take care.

MATT HUDSON

SENIOR EDITOR, 10 MISSIONS MEDIA

APRIL 2022

03_Online–Numbers.indd 9

3/24/22 2:32 PM

04.22

BY T H E N U M B E R S

LOOKING AHEAD

In the 2021 NOLN Operator Survey, shop owners shared their plans for the coming year. While the quick maintenance industry is always changing, it seems that the COVID-19 pandemic caused many operators to hunker down and focus on their present operations. The annual survey showed that most shop owners didn’t plan any major investments for the coming year, but NOLN asked what their top priorities would be.

Need inspiration for that next big shop remodel? Head to noln.net and search “Shop Look” to see the archives from the monthly photo feature.

FIND OUT MORE

ALL THE TOOLS YOU NEED IN ONE PLACE! Call Now for a FREE catalog! or visit www.wrenchers.com

Shop Equipment | Automotive Tools | Car Lifts | Wheel Service

03_Online–Numbers.indd 10

3/21/22 8:25 AM

What’s highest on your list of investments? Expansion or Shop Remodel:

New Location:

Additional Staﬀ:

Equipment:

Nothing Planned:

Training:

21% 19%

17%

Over 3,00 shops so 0 ld!

AutoCenter Sales Your Experts in the Sale of Existing & Operating Automotive Businesses

Exit Planning • Growth Planning Reorganization • Evaluation Financing & Loan Placement

16% 14% 13%

DOUBLE-WALL CONTAINMENT For all your automotive oil and lubricant storage needs. • Designed to store diesel and bio fuels, motor oil, used oil, ATF, DEF and heating oil, class II and class III combustible fluids • Outer tank holds 110 percent of inner tank for maximum protection • Up to 50 percent lighter than conventional steel tanks • Easy to install and compact design • Exceeds industry standards • UL2258 Certified • Compliant with NFPA 30/30A • Low-cost • 30-Year warranty • Leak-proof and will not corrode

CALL US TODAY

800.874.5793

AutoCenter-Sales.com

www.RothLubeTanks.com 1.888.266.7684 APRIL 2022

03_Online–Numbers.indd 11

3/23/22 3:11 PM

AROUND THE INDUSTRY

ADAPT

SHOP LOOK

COURTESY JOHN JOBACK

QUICK HITS

INDUSTRY INSIGHT

SHOP LOOK The flooring gets attention, but

that’s not the only upgrade this quick lube has seen PAGE 22

NOLN.NET

04_QuickHits.indd 12

3/23/22 2:33 PM

APRIL 2022

13_EXTREME POLYMERS_0422.indd 13

3/15/2022 8:42:56 AM

INDUSTRY INSIGHT

INSIDE FULLSPEED’S GROWTH PLAN

A leader in M&A talks about the road to 1,000 units BY MAT T HUDSON

P H O T O G R A P H Y B Y F A R R E L L P H O T O G R A P H Y, D A N A L E I G H P H O T O G R A P H Y

ONE OF THE BIGGEST RECENT QUICK

maintenance growth stories has been FullSpeed Automotive, the company that owns Grease Monkey and SpeeDee Oil Change and Auto Service brands. The company has made many acquisitions in recent months and announced its 700th service center in February. The company has also been making some personnel leadership decisions in order to support further growth. One such announcement came recently with the appointment of Greg Penman as vice president of mergers and acquisitions. The hiring of Penman, along with other key positions, come as FullSpeed looks to reach 1,000 units by late 2022 or early 2023. Soon after the announcement of Penman’s hiring, NOLN caught up with him for a Q and A about his new role and his plans at FullSpeed. Congratulations on your role with FullSpeed. Can you tell the NOLN readers about your professional background? Penman: I have been fortunate in my career to be surrounded by great leaders and being a part of world class organizations like BP and Walmart where I learned in key operations, finance, and real estate roles. More recently, I was a part of gas and convenience

private-equity startup, Yesway, where we grew to over 420 stores entirely by mergers and acquisitions. This was achieved primarily through smaller transactions with mom-and-pop owners in the Midwest and Southwestern U.S. The industry has been watching the aggressive growth at FullSpeed. Coming into your role, what are the keys to promoting growth that ensures each operator in the system is set up for success? Communication is key. In a lifetime, most owners transact only a few times, if not just once. Communicating early during the sale process is important to set expectations. We need to be clear about the process, the confidentiality, and how critical the seller’s employees are to us. Most importantly, we have to make it as easy as possible for the sellers to navigate through our process. Speaking about M&A growth, what is one of the biggest challenges in bringing a shop or network of shops into the fold? And how do you meet that challenge? The transition plan. Our most successful acquisitions are where we have a clear transition plan with the seller. As

NOLN.NET

04_QuickHits.indd 14

3/21/22 8:29 AM

I mentioned, the employees are a critical element of both the prior and future store performance. So, if we can be clear with the employees ahead of closing, they understand what is happening and they can be a part of the process. We have a great operations team that has successfully onboarded hundreds of stores in the past few years. We will continue to work with sellers to fine tune the transition plan in order to address any nuances that may be unique to their particular situation. FullSpeed announced in a recent press release the goal of reaching 1,000 units by late 2022 or early 2023. What will be the keys to meeting that goal? This is an aggressive goal and I am confident that we will get it done. We have scaled up some critical departments and implemented systems to streamline tracking and diligence processes. Additionally, many folks that have sold to us refer their friends and colleagues to FullSpeed Automotive; word-of-mouth marketing is key to generating more leads for us every day. Strong growth signals confidence in the future of aftermarket repair and maintenance fields. How do you see that industry evolving in the Grease Monkey and SpeeDee networks? I am bullish on the aftermarket industry. While we see headlines everyday about an increase in the number of people who are working from home, this is America—whether people work from home or not, most folks still need a vehicle to do all their other activities so cars are not going away. Also, the average age of a car in the U.S. now exceeds 12 years. This has been trending higher and people will want to take care of their vehicle, especially if they intend to keep that vehicle longer. In my opinion, the oil/lube and aftermarket repair industry will be a space to watch in the coming years.

APRIL 2022

04_QuickHits.indd 15

3/21/22 8:29 AM

AROUND THE INDUSTRY

VALVOLINE EXPRESS CARE SOLD TO CORPORATE OWNERSHIP

A Valvoline Express Care in Union, Mo., will become a Valvoline Instant Oil Change location. The Missourian reports that the owner sold the business, and the Valvoline Instant Oil Change will be owned by the corporation. The sale closed around mid-December. Renovations are to begin within a month.

FULLSPEED ADDS 2 TO EXECUTIVE TEAM

FAST EDDY’S SOLD TO METRO EXPRESS

Fast Eddy’s, a large operation in the Boise area with multiple profit centers, has sold its car wash and quick lube assets. Metro Express, an area car wash chain, is the purchaser, reports Boise Dev. Original owner Steve Eddy will retain the c-store and gas operations. The quick lube, featured recently in NOLN, recently rebranded to a Chevron xpress lube.

“We are very excited to add this landmark location to the Metro Express team,” COO Derek Martin told Boise Dev. “Fast Eddy’s has been a great company and a strong brand in the Treasure Valley for many years. We are incredibly thankful that the Eddy family has placed their confidence in our team to continue serving the Meridian community.”

FullSpeed Automotive has named a vice president of mergers and acquisitions and a new chief financial officer amid an aggressive growth push. In a press release, the company announced that Greg Penman would become the new VP of mergers and acquisitions. Penman has more than 20 years of industry experience and will leads nationwide expansion. Shane Jones joined the company as CFO and brings “extensive financial and operational experience” from previous positions. FullSpeed, which owns the brands Grease Monkey and SpeeDee Oil Change and Auto Service, is pushing to reach 1,000 locations by early 2023 at the latest.

SUPPLY DELAYS HITTING QUICK MAINTE-

THE OIL CONNECTION EARNS BEST OIL CHANGE

A local media outlet’s “best of” award focused on The Oil Connection of Solano County, Calif. The Daily Republic reports that The Oil Connection won the best oil change award. The business opened in 1988 and has a trustworthy local reputation. “For decades The Oil Connection has kept its welcoming stature,” co-owner

Robert McCommon told the paper. “We service each vehicle as if they were our own, exemplifying an unmatched level of care. The members of the community that bring their vehicles to us know they can trust us to deliver fast, friendly and efficiently executed service.” It’s not the first time the shop has earned the recognition.

A report from Cars.com detailed the service delays caused by parts shortages and delivery issues. The article says that the basics of automotive maintenance care, such as oil changes, aren’t disrupted to the point of increasing service times. But items like brake parts, batteries, filters and tires can disrupt more intensive services. The story also cited a survey of repair shops that said vehicle turnaround time

FARRELL PHOTOGRAPHY

NANCE SHOPS

NOLN.NET

04_QuickHits.indd 16

3/21/22 8:31 AM

has increased by a day and a half since the pandemic began. Costs for the shops and ultimately the consumers have increased as well.

MOBIL 1, PORSCHE EXTEND

permit to be approved by the zoning board for the city of Joliet, a southwestern suburb of Chicago about 45 miles from downtown. If the permit is approved, Take 5 would be able to use a vacant 1.1-acre parcel of land that used to be home to a Hyundai dealership lot. The location

would have three service bays, a small office area and a restroom. The Joliet Zoning Board meets Thursday, Feb. 17, and will decide then whether to approve the permit application. Get more industry news at noln.net

25-YEAR PARTNERSHIP

Mobil 1 and Porsche announced the two companies have agreed to a five-year extension to their long-standing partnership. According to a news release, the agreement ensures that Mobil 1 will remain the factory-recommended motor oil for all Porsche vehicles through 2026. The agreement also extends to Porsche’s EVs, with Mobil 1 providing their Formula E and Mobil EV products to the automaker. Over the last 25 years, more than 1.5 million Porsche vehicles have used Mobil products off the factory line.

JIFFY LUBE BUILDING TEXAS SHOP

Jiffy Lube is bringing another location to the Houston area. According to building criteria documents shared on Virtual Builders Exchange, the quick oil brand is building a new shop in Spring, Texas, which is about 25 miles directly north of Houston on Interstate 49. The cost of the project is estimated to be $900,000, and according to the documents will be over 4,000 square feet split into a lobby, office, main bay and lower bay. The location will be the 28th Jiffy Lube quick oil shop in the Houston area.

TAKE 5 PLANNING ILLINOIS LOCATION

Take 5 Oil Change is awaiting zoning approval to build a new shop in central Illinois. According to a report from Patch, the quick lube brand is waiting on a special use

APRIL 2022

04_QuickHits.indd 17

3/23/22 3:13 PM

ITSTPMS+MORE IT S60 0

IN TEL LIGEN T TIRE SERVICE

1-SENSOR

TBE200

DUAL FREQUENCY

LASER MEASUREMENT • Tire Tread Depth Measurement

• Programmable Universal TPMS

• Brake Disk Wear Measurement

• Over 99% Vehicle Coverage

• No Need To Remove Wheel During Measurement

• Exclusive Press Release Button • Interchangeable Valve Stems

• 0.1mm Laser Accuracy

COMPLETE TPMS SERVICE 4 SENSOR PROGRAMMING OPTIONS

ITS600

DIAGNOSTICS & SERVICE

• 5.5” Touchscreen Tablet with Android 9.0 OS • Optical Scanner Identifies VIN / MMY • Four Service Resets OLS, BMS, SAS and EPB • Read & Erase All System Codes • FREE Wi-Fi Software Updates for Life Of Tool

TEL: 1.855.288.3587 I WEB: AUTEL.COM EMAIL: USSUPPORT@AUTEL.COM FOLLOW US @AUTELTOOLS 18

NOLN.NET

18-19_AUTEL_0422.indd 18

SCAN TO WATCH

TRAINING VIDEOS

YOUTUBE

3/15/2022 8:41:31 AM

ADVERTORIAL

AUTEL’S ITS600: TPMS & SO MUCH MORE

THE MAXITPMS ITS600 IS A SLEEK, LIGHTWEIGHT TOUCHSCREEN ANDROID TABLET THAT PERFORMS EVERY ASPECT OF TPMS SERVICE, INCLUDING ACTIVATION OF ALL-KNOWN SENSORS, SYSTEM DIAGNOSTICS, 1-SENSOR PROGRAMMING PROVIDING 99 PERCENT VEHICLE COVERAGE, AND DISPLAYS VEHICLE-SPECIFIC POSITION RELEARN INSTRUCTIONS.

utel’s TPMS tools’ interface has for years enabled technicians to perform these tasks easily and consistently. And the ITS600 gracefully improves upon these TPMS services efficiency and only increases Autel’s merit as a comprehensive TPMS solution provider especially when used with the dualfrequency 1-Sensor that continues to offer technicians the most efficient and costsaving sensor solution in the industry. Still, the ITS600 offers shops more. The tablet’s Tire Identification Number (TIN) scan and DOT tire registration feature (available with a separate CIMs tire registration subscription) produces a realtime safety check for the customer’s current vehicle tires and a method to ensure your shop is in compliance with government regulations when selling new tires. The TIN is the string of six to 13 numbers or letters marked on the tire sidewall following the letters DOT (Department of Transportation) identifying among other things, the week and year the tire was manufactured. The manufacture date, of course, is vitally important as tire makers recommend that a tire six years or older be replaced—and a quick scan and the subsequent display of the tire’s last four digits quickly identifies the age of that tire and advises the technician if he should recommend a tire placement to the customer. TIN registration is another matter and one who’s responsibility has shifted over the years between seller and consumer. But in 2016, the FAST Act made it mandatory that the tire seller register just-purchased tires on behalf of the customers. The goal, of course, is to alert customers of a tire

recall and to get those tires off the road. Eighty-five percent of recalled tires are believed to be still out there. The ITS600 brings the capturing and registering of the TIN into the modern age, eliminating the hassle of mailing in postcards and reducing the possible transcribing errors (40 percent of registrations are invalid because the TIN was incorrectly written). The ITS600 makes compliance easy: Input the tire information and the customers contact information, and tap submit.

PURCHASE THE TBE200 TIRE BRAKE EXAMINERS FOR LASER-ENABLED MEASUREMENT OF TREAD AND DEPTH AND BRAKE DISC WEAR ANALYSIS. Still, the ITS600 offers more. Purchase the TBE200 Tire Brake Examiners for laser-enabled measurement of tread and depth and brake disc wear analysis. Pair with the ITS600 to generate detailed customer reports advising of depth and disc wear. Here again, Autel takes thread depth and wear measurement into the modern age. (Surely, it’s time to move on from the Penny test.) The Tire Brake Examiners enlists a laser to scan the surface of the tire and generate a real-time image of the tread depth and overall tire wear. The TBE200’s 1.65” high resolution AMOLED touchscreen full-color graphical display illustrates wear and provides service recommendations, including tire and brake disc replacement, tire rotation, and 4-wheel alignment. It’s time to bring serious attention to getting vehicles with bald and expired tires off the road. National Highway Traffic Safety

MAXITPMS ITS600

Administration (NHTSA) research found that of the 11,500 passenger vehicles they inspected, almost half had at least one tire with only 50 percent tread remaining. An additional 10 percent had at least one bald tire. Via the TBE200’s 4-megapixel macro camera and 8-megapixel zoomable cameras, the technician can document tire wear and damage and scans the Tire Identification Number (TIN). Inspect the vehicle brake disc without having to remove the tires. The user fixes the TBE200 (with the embedded magnet) to the disc to inspect the disc. The tool emits a scanning laser over the surface of the disc. Wear images and service recommendations display on screen. Regardless of the industry, the best tool investment should offer opportunities. Make sure the next TPMS tool you buy enables your shop to measure its success with improved efficiency, greater customer satisfaction and a flourishing bottom line.

36 HARBOR DRIVE PORT WASHINGTON, NY 11050 • USSUPPORT@AUTEL.COM • 855-288-3587 • WWW.AUTEL.COM

SCAN TO WATCH

TRAINING VIDEOS

YOUTUBE

APRIL 2022

18-19_AUTEL_0422.indd 19

3/15/2022 8:41:54 AM

BE MIGHTIER!

MIGHTY VS7

POWERFUL PRODUCTS BACKED BY A POWERFUL PROGRAM

Why Mighty VS7? Beyond the cutting-edge chemical formulations, it’s the complete PROGRAM that makes the difference. VS7 features easy to use equipment, online and hands on training, motivating incentives, industry-leading consumer protection plans and moreall designed to boost your business and help you BE MIGHTIER!

Visit mightyautoparts.com/VS7 to learn more and to contact your local rep for a free program catalog.

QUA LIT Y PRODUC T S

I N V E N TORY M A N AG EM E N T

B U S I N ES S I N S IG H T

C U S TOM I Z E D T R A I N I NG

NOLN.NET

20_MIGHTY AUTO PARTS_0422.indd 20

3/15/2022 8:44:38 AM

K E Y I N S I G H T S , T R E N D S A N D S T R AT E G I E S F O R T O M O R R O W ’ S I N D U S T R Y—T O D AY

AT&T 3G SHUTDOWN AFFECTS MILLIONS OF DRIVERS

BY NOAH BROWN

GETTY

Millions of vehicles in the U.S. lost some emergency and entertainment functions after AT&T became the first telecommunications company to disable its 3G network. The shutdowns, which have been dubbed network sunsets, are happening as telecom companies work to improve their infrastructures and make room for newer, faster 5G networks. According to a report from CNBC, AT&T is the first major network to shut down its 3G servers. T-Mobile and Verizon are set to discontinue their 3G services later this year. The sunset affects older cellphones and home security systems as well as vehicles made within the last decade that use 3G connectivity for infotainment and emergency communication systems. “The discontinuation of the 3G networks is not expected to make any vehicles obsolete but could cause inconveniences and reduce emergency safety features that can save lives,” the report says. “Resale values of the vehicles also could be impacted, as some functionality may not work as they did when the vehicles were new.” According to a report from The Drive, the shutdown will affect around 100 models from 12 different automakers built within the last decade. Ford and Lincoln have seven affected models, while General Motors said “certain models built between 2015 and 2021 will be affected” but did not specify which vehicles across its four brands were impacted.

S E P T. 2 4 -2 5 • D A L L A S - F O R T W O R T H , T E X A S .

Consumer Reports has a large list of most affected vehicles and what owners need to do in order to restore functionality in their vehicles. “Since February of 2019, we have worked with automotive manufacturers to help them transition their connected cars to newer technology before 3G services end February 22,” AT&T said in an email statement per the CNBC report. “Customers have received, and will receive additional, communications as we work with them on this transition, including direct mail, bill messages, emails and text messages.” How the sunset affects a vehicle depends on how extensively an automaker has integrated 3G functionality into their lineup. Some automakers such as Ford say their impacted vehicles will see very minor changes in functionality; a statement from the Detroit-based automaker says the biggest change is that an old version of their app will no longer be supported. Volkswagen, Audi and Stellantis are offering “third-party alternatives” for some telecom services. Audi and Volkswagen are issuing a plug-in device for a vehicle’s OBD-II port that will maintain connectivity. Toyota, which is also relatively unaffected, will just let some of its services expire along with the sunset. Other automakers are having to use more drastic—and more expensive—solutions to keep up. Tesla is charging $200 for owners who have a Model S built before June 2015 to update the vehicle’s modem. Without the update, drivers will lose features such as live maps and traffic updates. Honda owners will have to pay upward of $900 for a hardware upgrade in order to keep some telematics features. Consumer Reports Safety Policy Manager William Wallace in the CNBC report described the shutdown and subsequent effect on vehicles as a “slow-motion disaster,” saying automakers are idly standing by or are scrambling to maintain some features. “We’re talking about millions of vehicles that will lose features that were promised to owners, and that no longer will be delivered,” he said in the report. “In some cases, those features are safety features, things that can help them from dying or getting seriously injured after a crash.” Wallace says automakers, telecom companies and federal lawmakers all need to act now to prevent a similar catastrophe from happening when 4G networks—which are “widely being used in new vehicles”—inevitably also shut down sometime in the not-too-distant future. “Congress needs to get on this and make sure that this total disaster doesn’t happen again with 4G,” he said.

The ADAPT: Automotive Technology Summit is a three-day event covering the most progressive and pressing trends disrupting the industry. Learn more at adaptsummit.com.

APRIL 2022

04_QuickHits.indd 21

3/21/22 8:32 AM

S H O P LO O K

10 MINIT OIL CHANGE OF FORT MYERS, FLA. OPERATOR:

JOHN JOBACK

LOCATION:

FORT MYERS, FLA.

STAFF SIZE:

SHOP SIZE:

2 BAYS

AVERAGE CAR COUNT:

THE BIG RENOVATION

TICKET AVERAGE:

$127

BY MAT T HUDSON PHOTOS COURTESY JOHN JOBACK

IMMEDIATE CHANGES Owner John Joback was the manager at this shop before taking over in 2017. When he did become the owner, he knew that the shop needed a big renovation. But to start, he decided to tackle some smaller projects that would make immediate positive impacts to the building’s look. “I knew that the entire place was getting redone, but my natural instinct was to get in there and get things finished,” Joback says. He cleaned up and filled in an area of dirt in the lot, where gas pumps stood

before. He also started painting spots on the brick building that needed a bit of touching up. Customers notice those small details, and the sum effect of all those small changes can make a big difference to curb appeal. Soon after, the real work started.

Joback set out to fully renovate the two-bay quick lube. That included a newly paved parking lot, new equipment, and a substantial revision of the building’s look. Contractors replaced the brick facade with stucco. The roofing structure was replaced and updated. Inside the shop, Joback had the flooring redone and made substantial investments in equipment, including fluid reservoirs, oil pumps, and a new POS interface. That last piece, the POS upgrade, really made a difference at the shop, Joback says. Techs had an easier time with their workflow to increase productivity, and the system made storing customer information easier. That meant that they were able to recall customers’

names and previous service records to increase the personal feel of each visit. “Once you become personal with that person and they feel that there’s a connection, they will always come back if you have superior service,” Joback says. Thanks to planning, the shop was able to stay open during the remodel process.

MORE ON THE FLOOR One detail that Joback is proud of is the investment he made inside the shop bays. Joback had the old rubberized floor removed and replaced it with a polyaspartic flooring. “It’s three times more expensive, but it lasts 12 years versus an epoxy floor lasting less,” he says. Not only is it premium in quality, but Joback’s

NOLN.NET

04_QuickHits.indd 22

3/23/22 12:50 PM

H AV E A N O U T S TA N D I N G S H O P T O S H A R E ? E M A I L N E W S @ N O L N . N E T

aim was to present his premium lube shop with a premium look. He found a color choice, along with a speckled, grainy look, that he felt was reflective of that luxurious theme. He says it works as a kind of subliminal messaging. Customers see a premium flooring choice and begin to associate the entire operation as a premium shop. “I set colors in there that you would only see in more expensive homes or more expensive homes, something like that,” Joback says. “I thought it would work to get people to feel in the mood of being in an area surrounded by money which in turn makes them spend their own money. And it’s constantly cleaned.” Surely enough, he says that customers comment on the floor all the time.

APRIL 2022

04_QuickHits.indd 23

3/23/22 12:51 PM

FROM THE SHOP

Growing Our Industry

Startup steps for the quick maintenance newcomer direction than I normally do. We have operators and managers in this magazine, but how many people are reading this wondering how to get into this business, and what are the steps? So let’s take the next step and go over the basics. I wrote these down a long time ago from a story that I read:

ADAM

TATUM

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

ATAT U M

@VALUBE.COM

Plan your business. A clear plan is essential to be successful as a new entity. It will help you plan the path and the specifics of your business and discover some unknowns. A few important topics to consider are: • What are your costs going to be? • Who are you targeting? • How much can you charge? • What are your costs going to be opening a quick lube? To get started in the industry, your largest investment will be for the equipment in your garage bays. Expect to invest at least $250,000 for a two-car facility, initial training and initial inventory for your location. Multiple franchise opportunities can help you corner the local market and provide assistance for your initial growing pains. The only thing that may be more expensive than this is if you decide to build your own location. If you are looking to get into this, I would suggest looking for a purpose-built location that you can lease. Use your capital for other known expenses that are going to be coming down the line. What are the recurring expenses? Remember that capital that I was discussing? Until you have a positive cash flow, you will need that for things like electricity, water and more. On top of that, equipment in the location, such as lifts and pumps, must be maintained by a qualified service company. You will need to maintain your lubricant supplies, which means you have to get with a distributor. Filters, gaskets and filters must be kept in inventory as well. You have to pay labor. You are going to want to have higher trained and qualified people to manage your initial crew, which most likely include many entry level employees. If you decide to get into the franchisee game, which may be your path to help get your customer base, you will have royalty fees, advertising expenses and more. Take these into account when you are making decisions on how much you need to have in the bank.

Who is the target market? Everybody who drives a car is a future customer. They in the urban markets, as suburban families own more vehicles and will spend money on simple services. Rural, smaller markets have fewer potential businesses available, and some of those will want to change their own oil. Bigger cities with inner city areas are going to have issues surrounding higher costs, which will cost you more and leave less for potential customers in that area to spend with you. How does a quick lube make money? Your customers pay you a cost for you doing quick oil change or other services on their daily vehicle. Getting with local car rental agencies or delivery services to generate a larger base of repeat customers. These options are usually looking for a discounted price, so take into account your costs when agreeing to these car counts. Are you making money at all based on their pricing? As you gain better trained technicians and add new services, this increase your bottom-line profits. How much can you charge customers? You will want to check out the established businesses in the area to make sure that you are competitive in your selected market. A simple oil change averages between $30 and $50 with increased costs associated with it in recent years. Most services at a quick oil change shop will cost under $100, but depending on how you price them, these are excellent ways to add to your profits. Wiper blades cost you $3 and you charge $15, for example. With cost of goods numbers hovering around 30 percent, this is a good add on to lower that number. How much profit can quick lube actually make? There are many factors that can come into play here— your leasing costs, inventory and more. Typically a franchise location does somewhere between $350,000 to $500,000 on average, starting out. An owner can look to make $50,000 to $70,000 off that investment if all things go right. That is a high number, honestly, as you are taking into account that you are running this location and not hiring a manager at the start. So these are just basic steps that you should look into if you are looking to get into this business or take on a new role. Many businesses fail due to bad planning, management or expectations. If you want to be in the minority and continue to grow and be more profitable, then make sure that you sit down with a financial planner and put together a path to follow to success!

LUCAS MOORE

THIS MONTH, I AM GOING TO GO OUT IN ANOTHER

NOLN.NET

04_QuickHits.indd 24

3/21/22 8:34 AM

WE BUY QUICK LUBES

685 685 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

25_VALVOLINE_0422.indd 25

APRIL 2022

3/15/2022 8:40:03 AM

TOPICAL

NOLN.NET

05_Features.indd 26

3/15/22 12:22 PM

Changes to owner’s manuals made quick lubes more important to drivers By Matt Hudson

APRIL 2022

05_Features.indd 27

3/15/22 12:22 PM

C H E C K T H E M A N UA L

ears ago, Steve Swedberg had a ‘57 Chevrolet and the accompanying owner’s manual. The manual contained all sorts of information on how to service, and in some cases repair, the parts and systems on the vehicle. Swedberg, a former NOLN contributor and longtime expert in the oil industry, compares that old Chevy owner’s manual to the one that came with his 2020 Honda Pilot. The differences are stark. “I'm looking at the 2020 manual here, and it’s difficult to find any (service) information,” Swedberg says. “There’s a brief section on what kind of fuel, what kind of engine oil to use and what kind of oil change interval.” The owner’s manual has traditionally been the go-to resource to get service specifications on a specific make and model. Dig further back in time, and the documents contain detailed, step-by-step processes for repair and service. By contrast, the modern manual provides little or no information on how to actually perform any service. There are many reasons for the shift. The bottom line is that while the owner’s manual isn’t the same as it used to be, the average vehicle owner isn’t, either. They rely more on the “do-it-for-me” service environment in which quick lubes thrive. What that means for operators is that they’re in a better position to be that key provider of vehicle information for customers. To do that, technicians need to brush up on their own resources with the help of vendors, industry publications and—yes—the owner’s manual.

How can the owner’s manual be useful in your shop?

“The owner’s manual remains a critical tool,” says Joanna Johnson, policy advisor for the Automotive Oil Change Association. “Fast lube operators, and really any aftermarket service provider, need access to multiple information sources. You need the owner's manual.”

How Manuals Changed

The 1919 edition of Ford’s manual, a single document “for cars and trucks,” had a wealth of information, diagrams, and step-by-step service and repair procedures. It helped owners troubleshoot problems with the vehicles. Ford considered the manual so complete that the opening foreword in the manual sought to reassure the average owner: “It is a significant fact that nearly all Ford cars are driven by laymen—by owners, who in the great majority of cases have little or no practical experience with things mechanical. The simplicity of the Ford car and the ease with which it is operated renders an intimate knowledge of mechanical technicalities unnecessary for its operation.” For many years, owner’s manuals retained a lot of preventative maintenance information, acknowledging that many vehicle owners out there might want to perform some service themselves. Recently, OEMs have revised the wording in manuals to reflect more of a “do-it-for-me” attitude among customers over the “do-it-yourself” option. This is reflected in trends of how consumers view their vehicle maintenance. “When I first went to work for Pennzoil, DIY was 80 to 85 percent of oil sales,”

•

just oil. Engine coolant, transmission

Most owner’s manuals still include

fluids, and other capacities can be found

the necessary oil SAE grade and drain

in the document.

interval for that model. If your customer

is frustrated that their only option for oil is a synthetic 0W-16, the manual should

help to explain. •

Swedberg says. “And now it’s 45 percent of oil sales.” That’s good news for lube shops, but it’s also the reason for less service information in manuals. Johnson has been tracking these changes for the AOCA. She says that across the industry, OEMs are reducing the amount of service information in owner’s manuals. It comes at a time when the variety of oil specifications needed in vehicles has grown. Where most vehicles used to take 10W-30, more specialized engine designs are calling for a greater variety of oil. “What you see over time is more and more proprietary product recommendations,” she says. She points to one vehicle model, the Hyundai Elantra, that had a drastic change in the owner’s manual from just one year to the next. The manual for a 2006 Elantra addressed DIY oil changers and provided a step-by-step guide to that process, even specifying the drain plug torque specification. Just a year later, in 2007, the manual’s language about DIY work was drastically different, and the oil change process was absent. Instead, the manual advises owners to have the oil changed at a dealer. Johnson says that this affects quick lube shops, because as OEMs become more aggressive in pushing customers toward dealerships for maintenance work, the lack of owner’s manual information for vehicle owners can sometimes mean a lack of information for aftermarket quick lube shops. In other words, depriving the general public about maintenance

Owner’s manuals will include fill

capacities for all kinds of fluids—not

•

In a shop setting, John Burkauser found

online searches to be convoluted when looking for fuse positions on a certain

model. The owner’s manual is a better

place to start. “One of the things that I

NOLN.NET

05_Features.indd 28

3/21/22 8:44 AM

A Year’s Difference

See how one OEM addresses DIY oil changes differently from one model year to the next in this comparison of excerpts from two owner’s manuals. The revisions illustrate how manufacturers view the need to include “how-to” repair or service information.

2006

Hyundai Elantra

"Do-It-Yourself Maintenance If you are mechanically inclined, own a few tools that are required and want to take the time to do so, you can inspect and service a number of items. For more information about doing it yourself, see Section 6."

2007

Hyundai Elantra "WARNING—Maintenance Work Performing maintenance work on a vehicle can be dangerous. You can be seriously injured while performing some maintenance procedures. If you lack sufficient knowledge and experience or the proper tools and equipment to do the work, have it done by an authorized Hyundai dealer."

information also deprives the aftermarket of the same information. “Unfortunately there's a great deal of pushback from OEMs and dealers about aftermarket parts and services,” she says. “They really do need to be aware of owners' manuals as an information tool. And also, they would be wise to encourage their customers to get familiar with their owner’s manual requirements.”

Opportunities for Quick Lubes

What does this mean for the quick lube industry? There’s a real opportunity for operators to step up their education games and fill the information gap for customers. “That educational piece is in the manual, and it has changed,” says John “JB” Burkhauser, director of education for BOLT ON TECHNOLOGY. “I think the shops should refer customers to an owner’s manual. Doing that is going to build the trust between them and ths customer and show them what’s coming.” Burkhauser is an ASE Certified Master Technician with decades of industry experience. He says that shops can still use the manual to help back up their manufacturer-recommended service sales. Most manuals still include the required SAE grade of oil and drain interval. If a customer is skeptical when your tech says a vehicle needs synthetic oil, the manual can help to back up the service. The other piece is liability. Operators know that it’s up to them to ensure they are following OEM recommendations and filling vehicles with proper oils. Whether or not the necessary

warranty. The AOCA relies upon operator

found was really good with manuals is

input to spot and correct these errors.

fuse positions,” he says. This is handy

“It’s because if the manufacturer has put

for techs who are troubleshooting

a tie in the owner’s manual, you can be

electrical issues with customers. •

sure there’s going to be a pushback about aftermarket services in these vehicles.”

Joanna Johnson with the AOCA suggests checking for unlawful product tie-ins. OEMs cannot require a certain brand

of oil to be used in order to maintain a

•

Double-check your own resources. If

you’re unsure about your shop’s software

information is in the manual, on shop software, or elsewhere, drivers trust shops to ensure proper procedures are followed. This isn’t just for oil. It can be for fuses, lights, fluid levels, air pressure, and a number of other services. “The big thing that these shops work on is convenience,” Burkhauser says. “And part of convenience is that they should take care of the basics of the vehicle. And if shops share it with the customer or not, the onus is on them.” It requires additional diligence on behalf of shops because in today’s environment, the printed owner’s manual might not be the final word. Service requirements can be updated and changed by the OEM through technical service bulletins—often many of them. “Since telematics became the major factor in vehicles, the service situation is fluid,” Johnson says. “This is what we’re trying to get through to everyone. It changes. Now you may have hundreds of manufacturer communications on a model. What’s in the owner’s manual may change.” Johnson advises operators to make sure they’re not relying on just one source of information. Your shop software system is handy for most services, but be sure that you’re checking it against other resources for updates or incorrect information. The National Highway Traffic Safety Administration has a database of technical service bulletins that can be checked for model updates. And yes, the owner’s manual should be a part of that research.

or other resources, there’s no harm in

checking it against the owner’s manual.

You can also check a manual online to

see if any updates have happened. Most OEMs offer manuals on their websites.

“It’s going to take you to the revised

versions, because they're going to be

all published electronically,” Burkhauser

says. “That’s a guarantee.”

APRIL 2022

05_Features.indd 29

3/21/22 8:45 AM

PROFILE

Ken Frenchak is adding a new chapter to a 100-year family history By Noah Brown

Photography by Willa J Photography

en Frenchak is a Valvoline man, through and through. For him, it’s the family business. Not just the quick lube business, either. Franchek has been the general manager of the Valvoline Express Care in Grove City, Penn., for a little over 10 years. The family business is about the larger Valvoline footprint. Frenchak’s family has been in western Pennsylvania for generations, and it was around 100 years ago when two of his great-grandfathers started working at the Valvoline refinery in East Butler, which is only about 30 miles southeast of Grove City, until it closed in the ‘40s. “Growing up, we were aware of Valvoline,” Frenchak says. “My grandfather had old Valvoline cans in his garage. A lot of the scrap paper that we wrote on as kids had Valvoline’s logo. It was everywhere.” Fast forward 40-plus years, and now he’s running his own Valvoline shop, and his love of history–both the company’s and the community’s–continues to inspire his passion to make the shop the best that it can be.

Class is Now in Session

Frenchak didn’t get into his current role as a shop general manager with Valvoline in a way most people would. He spent most of his career working in turf care equipment sales with a brief stint as a service advisor for a General Motors dealership. A self-described history buff, though, Frenchak was drawn to Valvoline’s ties to both his family and his home county. “I knew a little bit about the local history and local lore (about Valvoline), but it wasn't a passion yet,” he says. That passion came around the start of the 2010s, when Valvoline was preparing to celebrate its 150th anniversary. Franchek says the additional publicity push prompted a more thorough exploration of those long-standing family ties. “That just kind of put me down a rabbit hole. I started researching old newspaper articles, talking to some old-timers that worked at Valvoline, which led me to one person, to another person, and so on,” he says. “That led me to pictures, signage, old cans and bottles. All kinds of things.” Through that research and collecting, Frenchak became fully steeped not only in

the physical items—he says he could probably open his own Valvoline museum if he wanted to—but the history and knowledge of Valvoline’s 150-year history in the western Pennsylvania area. During his research, he came in contact with Robb and Tracey Ritenour, who currently own the Grove City location, and in 2011 they offered him the general manager role of the shop. In his 10-plus years at the location, Frenchak has seen a doubling of average daily car count at the two-bay shop, all in a town of just over 8,000 people. “I've always been into cars. I changed my own oil, my dad and I used to restore cars. I’d even change oil for people in the neighborhood,” he says. “I never thought that about 40 years later, I'd be part of a group that would be owning one and operating one.”

Community-First Purpose

Franchek’s passion for history doesn’t stop with his company—he is deeply invested in his town and the surrounding area, and that’s reflected in how he treats his team members and his community.

NOLN.NET

05_Features.indd 30

3/23/22 2:39 PM

05_Features.indd 31

3/23/22 2:20 PM

F R O M PA S T T O P R E S E N T

Ken’s Tips for Eﬀective Leadership

Frenchak says he wasn’t always as strong of

a leader as he is now, and getting to where he is required countless hours of self-reflection, research and working with his team to hone his leadership style.

“Leadership growth must be intentional.

The only thing you truly have is the ability to

improve yourself. When you improve yourself, great things happen.”

Concentrate on the basics, the small

details. Establish good work habits for

yourself and your team. “Your leadership is

Careful Collection

Ken Frenchak has a lot of Valvoline swag—enough to turn an automotive shop into an impromptu museum.

Quick lube can be a tough industry, particularly for younger employees trying to get into the labor market. Franchek says he and his management team realize that the work isn’t for everyone and that most of the people he hires won’t be with him for more than a year or so. “I know it's not a lifetime job. I have 13 employees right now, but there’s only three of us who I call the ‘gray-haired’ men who’ll be here forever,” he says. “For everybody else, this is a stepping stone.” Because it is just a stepping stone, Franchek focuses on giving his younger employees experience that not only makes them better workers for him but also sets them up for future success in any field. His shop partners with high schools and post-secondary vocational schools, as well as the local juvenile rehabilitation center, to provide young people an opportunity to learn “the importance of a work ethic and giving them a sense of purpose and personal accomplishment.” That’s not to say employees don’t learn the ins and outs of the quick lube business–each employee at his shop goes through a 90-day onboarding training program to become a certified lube tech, regardless of what role they fill. “Leaders need to develop leaders to multiply their success. Always strive to build leaders in your organization.

honed daily. When a leader masters these, big and exponential changes, growth, and improvements will come,” Frenchak says. Create your own advisory “board of

directors.” It doesn’t have to be overly formal,

but create a group of three to five people in your shop from all walks of life to help advise your decision-making process. “They will provide you with another set of eyes, ears, and life

experiences that will provide insight you never thought about.”

Become a teacher and a mentor for your

employees. Your experiences helping them

will help you improve your communication and ability to learn. Take risks, and always try to

learn something. “Leadership isn’t something you learn or get in a day. It takes a lifetime.”

NOLN.NET

05_Features.indd 32

3/23/22 2:36 PM

They will become better employees,” Frenchak says. “Ultimately, your job will become easier because you have other leaders to rely on. You become a stronger and more confident leader.” Franchek says providing an environment that guarantees a certain number of hours and a consistent paycheck while reinforcing strong work habits sets his employees up for future success, even though they won’t be with him for more than a handful of months. “From the owner to the general manager, the personality of a business is a reflection of who you are,” Frenchak said in a 2019 news release after winning the Valvoline Express Care Character Award. “That's always been part of my nature, supporting local business, doing whatever I can locally.”

Lasting Legacy

For someone so invested in legacy and history, though, Franchek doesn’t like to spend much time reveling in his own. Instead, he’s always focused on what he and his team can work on and improve. “We’re always striving to be the best at oil changes, service, and everything in between,” he says. “We’ve seen continued growth because of consistency.”

Chuck Dick, Frenchak’s Valvoline advisor, said in the 2019 news release that he is always the first operator to jump at a new opportunity and try something different if it means improving how his shop can serve customers. “We love to float suggestions for improvements by him because he’s willing to take a risk for the possibility of growth,” Dick says. “He applies everything, sees how to work out the kinks, and gives good feedback to corporate about what works and what doesn’t. He’s just an all-around good guy to have on the Valvoline team.” Frenchak has received several awards from Valvoline, including the previously mentioned national character award in 2019 for his leadership in the shop. The accolades are the last thing on his mind when he tells his story, though; to him, he’s just another guy putting in his time at work before going home every night to his wife and dog. Despite that humility, Frenchak’s legacy has proven to be a worthy addition to the history of his family and Valvoline in western Pennsylvania. “I just hope that everything I do betters my people, my employees,” Frenchak says, “and not just the ones that I currently have, but the one’s we’ll have in the future.”

Hot Ride

For an example of just how much Frenchak

“bleeds Valvoline blue,” you needn’t look any further than his company truck.

Frenchak drives a 2014 Chevrolet Silverado,

complete with custom red and blue pin striping

down the side and a Valvoline decal on either side. If that design looks a little familiar, your eyes

aren’t playing tricks on you – you’ve probably seen it before.

“As you probably know, Hot Wheels usually

take somebody's vehicle and then mass

produces a spin-off of that vehicle,” Frenchak says, “but here I'm doing the exact opposite.

Here's something that was already done, and I'm doing it on my truck.”

Released as part of its Premium Fuel Series in

2020, Hot Wheels produced a 1963 Studebaker pickup using Valvoline decals and its signature red and blue color scheme.

When Frenchak saw that Hot Wheels car at

a Target, he knew he wanted to make that his

actual truck. After searching for a ‘63 Studebaker and realizing it would take around $75,000 to

make the vehicle a reliable daily driver with the

custom paint and decals, Frenchak opted to just take the design and put it on his Silverado.

APRIL 2022

05_Features.indd 33

3/24/22 2:01 PM

What’s my business worth? How do I grow my business? Is now the right time to sell? How do I create a succession plan?

Questions about the future of your business? Valvoline can help. We offer independent owners like you a variety of resources to help answer pressing questions about the future of your business. Contact us for a free, no obligation consultation.

Learn More

www.ValvolineQuickLubes.com Call Gayle McMillin at (859) 357-7303

Trademark, Valvoline or its subsidiaries, registered in various countries.

VIOC_NOLN_2021_Ad_Series_070721.indd 1 34_VALVOLINE_0422.indd 34

Service mark, Valvoline or its subsidiaries, registered in various countries.

7/7/21 10:55 AM 3/15/2022 8:47:18 AM

TECH+TOOLS

CASE STUDY

HUMAN RESOURCES

GETTY

SERVICE

PIT STOP

HUMAN RESOURCES Take advantage of this

retention tool and be proactive about your staff. PAGE 42

APRIL 2022

06_Service.indd 35

3/23/22 3:19 PM

COMMUNITY

keeps you going

WE GET YOU. You’re part upgrade artisan, part facility design manager. Join your community in Nashville at the event where the art and science of car care combine and find what you need to navigate the changing complexities of our industry, with the support of your people.

36_INTL CAR SHOW_0422.indd 36

3/24/2022 3:36:05 PM

PI T STOP

EFFECTIVELY COMBAT LOW CAR COUNTS

Low car counts are inevitable sometimes. Equip your shop to work through it EVERY SHOP IS GOING TO HAVE ITS GOOD DAYS AND BAD DAYS.

Ideally, every shop would have a line of cars every day, keeping your team busy from open until close. Unfortunately, that’s not always the case, and no matter how successful a shop is, there will be down times every once in a while. Ryan Elifritz, owner of Pine View Kwik Lube in Masontown, W.Va., says his threebay shop about 15 miles southeast of Morgantown averages around 20 cars a day. Being a rural area with fewer options is both a blessing and a curse when it comes to car count, Elifritz says; lighter population density means fewer competitors, but it also means fewer opportunities for high-traffic advertising and walk-in traffic. Over his career at Pine View, Elifritz says he’s found several effective, easy-to-implement methods to combat lower car counts and improve overall efficiency at the shop. A S TO L D TO N OA H B ROW N

Step 1: Provide incentives. It’s no secret that people love a good bargain. Elifritz says using promotional discounts or other incentives is a good way to get people through the door and to go out of their way to get into your shop. Elifritz has implemented two main types of promotions. The first of those, which is tied to a specific day, is targeted at times of the week that he and his staff know are historically less busy than others. “I started a ladies’ day special, something like a Working Women’s Wednesday, which has helped drum up a little more traffic to try and replace some of that business on slower days.” Of course, Elifritz says he’s been flexible in some instances on that when it meant trying to win over and keep a customer. “We had a lady come in one day after our ladies’ day special and she said she couldn’ make it on that day. I don't do it for all customers, but I told her I wanted to make a good impression and I went ahead and gave her the discount,” he says. “If she had a great experience and appreciated how well she and her vehicle were taken care of, she’s going to tell her friends about that.” The other type is status-based. Camp Dawson, an Army National Guard facility,

is just about 15 miles southeast of Elifritz’s shop, and because of that he says a lot of veterans and actively enlisted members come to his shop on a regular basis. Though it’s fairly standard across the country, offering military discounts and other discounts for select groups makes your shop a well-known supporter of that community and encourages members of that community to come visit. “I take 10 percent off oil changes for veterans,” Elifritz says, “and I always make sure to thank them for their service.” Step 2: Get some exercise. When car counts are low, Elifritz says that’s the perfect time to do some good, old-fashioned door-to-door marketing. “Go around to local businesses in your area and just let them know that you're out there. You can offer to service their vehicles with a fleet program or something like that.” If you can spare one or two techs to go out and drop off some coupons or other printouts from your shop with other local businesses, it could help increase wordof-mouth referrals. Elifritz says that’s especially useful in rural areas such as Masontown where traditional advertising

avenues don’t capture nearly as much attention as they otherwise would. Another practice that became more popular during the pandemic that Elifritz has taken advantage of is car pickup service. “If we're not really busy, I'll offer to go up and get their vehicle for them, bring it down to the shop, change the oil and then take it back to them,” he says. “That helps a lot, too, because a lot of people don't have time during their busy schedule.” Going that extra mile to take care of your customer goes a long way in building a solid reputation of exceptional customer service. Step 3: Maintain your standards. Maintaining that exceptional customer service, regardless of how many or how few cars are coming through your bays on a day-to-day basis, is essential to getting customers to come back. Elifritz says maintaining good service has taken several forms in his shop, whether that’s efficiency in the services they already provide or adding new services to become better equipped to service more vehicles. “We check every air filter and offer a cabin filter service, and a lot of people don't get that,” he says. “If we can do that and get that extra service to that customer, that may be their deciding factor in choosing where to go for their next service.” In addition to quick lube services in two bays, Pine View has minor mechanical and other maintenance offerings and a designated third bay. Those sales—air filters, batteries, and more—can provide a much-needed boost to sales when counts are low. Maintaining high-quality service, Elifritz says, is the best way to establish a great reputation and help reduce the frequency and severity of downtimes. “My whole thing is if you can keep everybody happy while they're here and they leave happy, then they'll go tell their friends,” he says. “That's the main thing. You want people to have a good experience.”

APRIL 2022

06_Service.indd 37

3/21/22 8:49 AM

T E C H + TO OLS

BUZZING AROUND

Online or offline, get people to speak well of your shop BY JOE DYSART

WHILE WORD-OF-MOUTH HAS ALWAYS

been considered the best kind of advertising money can’t buy, the national obsession with social media has catapulted its power to new potency. Essentially, most younger customers—and many other customers of all ages—see social media as an endless daily journal. Most wake-up every day on a fervent mission to plaster nearly everything they see and do across all their favorite social media networks,

including their interactions with your business. Grasping this fundamental change in the way people now live their lives offers your lube business all sorts of new opportunities to ride what has become a word-of-mouth gravy train, via social media—as long as you know what you’re doing. Here are some ace tips for doing just that from two masters of social media word-of-mouth magic. Jeff Butler is a speaker and consultant

on marketing and business—especially when it comes to Millennials. Christopher Payne is the marketing and eCommerce manager for Indiana-based Lucas Oil Center. Realize you’ll often live or die by the reviews posted about your business. Online reviews have grown to be more crucial to a quick lube shop’s success since they popped up on the Web about a decade ago. Butler advises they’ll only become more important in coming years. “The mentality of the Millennial is, ‘I don’t have a lot of time to research any business.’ So they spend five minutes checking reviews about your shop on Google and maybe Yelp. And what they find there determines whether or not they’re going to be your customer,” he says.

GETTY

NOLN.NET

06_Service.indd 38

3/23/22 3:20 PM

Consider bringing in a formal review management system. Many quick lube businesses consider these liveor-die reviews so important, they’ve integrated management of shop reviews into their day-to-day system. Lucas Oil, for example, uses a point-of-sale solution from a vendor, which seamlessly integrates other programs used by the shop, like Carfax. In practice, Payne says every service purchase at the Lucas Oil cash register automatically triggers an email to the customer, asking the customer to review Lucas Oil and give the shop a quick one-to-five star rating on CarFax. “I’m able to log in and quickly see all the reviews customers have written about us all in one place, as well as the overall star rating on Lucas Oil from all customers who have reviewed us there,” Payne says. Butler agrees that it’s a good idea to establish a systematic approach to sending emails and/or phone messages when soliciting reviews from happy customers. He says that online services like reputation.com enable you to monitor and respond to reviews across hundreds of review sites. Another service, Nice Job, creates a web site for your quick lube, complete with online reviews management and reviews solicitation built in. Finally, Podium enables you to easily solicit reviews for your quick lube via smartphone text messaging. Look for opportunities to get double duty from reviews. For shops with truly sterling customer service, getting high star ratings on services like Carfax has a bonus pay-off. The reason is that Carfax publishes a list of top-rated service shops across the country. The catch for programs like this is you have to participate in that specific rating platform. You need at least a 4.77 out-of-fivestar rating to make the top list. And once you become a member of that

exclusive club, you also get to post a specially minted Carfax special recognition award on your website and across social media. Respond to good and bad reviews. Payne says he responds to every review posted about Lucas Oil, no matter the sentiment. Responding to a good review lets a happy customer know you appreciate the kudos and that you believe their opinion is important, he says. And responding to negative reviews, no matter how rare, also lets the disgruntled person know that you’re listening and that you want to make things right, he adds. Be ready to take a spur-of-themoment endorsement photo. If a younger customer likes your service, suggest that the two of you—both beaming with smiles—take a selfie together to document the moment, says Butler. This may seem like a strange activity to older folks, but for the social media obsessive, taking such selfies is just another way to get more likes and more attention. Incentivize workers to promote word-of-mouth. Lucas Oil awards any worker specifically mentioned by name in a glowing review with at $25 gift card. That mention proves, without a doubt, that the worker went the extra mile for the customer, Payne says. And shelling out $25 in recognition of that service easily pays for itself for all that great word-of-mouth generated. Nurture your community on social media. When it comes to word-ofmouth, It only makes sense. The more people you have hanging around your social media site, the more they’re apt to feel they’re part of the crowd, preferred customers, and informed advisors when it comes to your quick lube. That’s why Lucas Oil offers a $3 discount to anyone who checks in on their Facebook page, Payne says.

Realize your best social media consultant may be that teenager behind your register. The now old joke is also true: Most older folks turn to their 13-year-old nephew or granddaughter for advice on how to use their smartphone or get on Facebook. The younger crowd are more natural actors on social media. “There’s a very good chance that the young person at your cash register” may be brimming with ideas on how you can use social media in creative and innovative ways to generate gobs of word-of-mouth advertising online, Butler says. Be a beacon of goodwill in your community. Payne says Lucas Oil also gets plenty of tongues wagging by sponsoring a number of feel-good events in the neighborhood. Every year, for example, Lucas Oil holds a fundraiser at its two shops for the local children’s hospital. Plus, they also sponsor a fundraiser drive for breast cancer. And they have a children’s toy drive during the holidays. “All the events get talked up on the local radio station,” Payne says. “You’d be surprised how many people choose your store over a competitor just because they hear you’re doing drives like these.” Don’t forget the good, old-fashioned friendliness. For all the gee whiz of social media, sometimes, simply being friendly and charming in the brick-and-mortar world goes a long way. Lucas Oil’s co-owner Bill Floyd, for example, generates scads of word-of-mouth advertising simply by driving his dirt track race car around town. (Floyd runs his homage-tospeed in six or seven Silver Crown races every year.) Everywhere Floyd stops—the bank, the post office, a 7-11—is an opportunity to talk cars, talk racing, and of course, talk Lucas Oil, which is emblazoned on his hotrod with a giant decal on his hotrod.

APRIL 2022

06_Service.indd 39

3/21/22 8:51 AM

C A S E S T U DY

ASKING FOR EXTRA

Turning a quick oil change into a better ticket BY JOE DYSART

customers that the recommended repairs are needed. This is especially the case, Blake says, when customers don’t know how vehicles work as much as a professional, including what might be a mild service need versus a critical repair. Even worse: Many of these same customers see little difference between spending extra time waiting for an unexpected repair at an auto shop and doing hard time in prison.

MOST CUSTOMERS DREAD HEARING

the words “you’re going to need some extra repairs” after pulling in for a quick oil change. Meineke Car Care owner Russell Blake has found a way to share this important information in a way that eases the customer. The Challenge Like most auto repair pros, Blake is well-acquainted with the prospect of many customers who are skeptical when they’re informed that a $50 oil change has suddenly ballooned into a larger repair or service job. “Transparency is huge,” Blake says. One of his main goals is to convince

The Solution During the 14 years that Blake has been a Meineke franchise owner, he’s come up with a few tactics that work wonders on customers who are skittish about unanticipated repairs. The first course of action is informing every customer who walks through his doors that his techs will be performing an 8– to 20-point inspection on their vehicle, regardless of the original reason they showed up in his shop. It’s a heads-up that prepares customers for the possibility that their car may need additional repairs. And it begins to cushion the blow, should

an inspection turn-up unwelcome news, Blake says. Next, Blake has also gone to great lengths to ensure his shop’s clean waiting room is as inviting as possible. It shows customers that if extra repairs are needed, they won’t be stranded in a no man’s land of ripped upholstery and sticky floor tiles. In fact, Blake moved his Meineke to a larger facility about a year ago, in part so that he could offer his customers a new, 1,000-square-foot waiting room. An oasis amidst the grease and sweat, the waiting room includes free coffee, tea, computers and WiFi. But Blake says his ace-in-the-hole in cushioning customers against unexpected repairs was his recent decision to upgrade his shop with a service that improves the digital vehicle inspection service. It’s a video-based service recommendation system, which enables customers to view images of extra work needed on their car on a smartphone or computer—before they decide to approve or disapprove suggested repairs. Service techs now use a computer tablet to take video or images of one

GETTY

NOLN.NET

06_Service.indd 40

3/21/22 8:52 AM

or more repairs needed for a vehicle. If a tech finds a car needs a new air filter, for example, they can shoot images and video of the dirty filter that’s currently plaguing the car and show that to the customer. Plus, simple editing tools can be used to add arrows pointing to their air filter, circle specific trouble spots on the filter—and even crop images of the air filter for a closer look at what’s going on. The software also allows the tech to add text to the imaging to further explain to the customer why a new air filter, or other part, is sorely needed. Seconds after creation, the completed report can be presented by the service tech to the customer for approval. Or, a service writer working the waiting room counter can do the honors, calling up the report on a tablet and going over the particulars with the customer. Even customers who are off-site are easily kept in the loop: The program sends a copy of the report to the customer’s smartphone or computer for review. “If they’re out hiking or they’re out at the supermarket, their phone goes off,”

says Blake, and it’s all there for them, waiting for their approval. Instead of dealing with a rushed verbal description of why their cars need a repair, Blake’s customers get to carefully examine images and video of their own car proving why a repair is needed. And if they prefer, they can opt to watch a supplementary, informative video about why a clean air filter, or another other service, is critical to the optimum performance of their vehicles. Moreover, each report comes with a complete breakdown on the repair cost—parts, labor, and other line items—for the customer’s approval. If more than one repair is indicated, customers have the option to approve say one repair that’s critical and hold off approving another repair until a later date. Altogether, Blake says the system allows the customer to be involved in more steps of the service and gather more information for the purchase decision. The Aftermath The result is that customers at Blake’s Meineke know from the get-go

that one of his service techs will be taking a close look at their vehicle, regardless of the original reason they stopped by. And they know that the tech may discover some repair problems that need addressing. Customers also know that should extra repairs be needed, they’ll have free coffee, free tea, free computers and free WiFi waiting for them. And with DVIs, they get to see with their own eyes what repairs are needed and watch an optional stock video if they want a technical explanation on why those repairs are so vital. The Takeaway By anticipating customers’ understandably emotional reactions to unexpected repairs, Blake has made it much easier for his customers to say “yes” to critical repairs—with confidence. Instead of feeling ambushed, customers are greeted with a reassuring ambiance of transparency from the moment they enter Blake’s Meineke, an ambiance that stays with them long after they drive out, convinced that extra repairs were needed.

APRIL 2022

06_Service.indd 41

3/15/22 12:52 PM

HUMAN RESOURCES

LABOR LEG-UP

Using stay interviews to boost retention BY JOE DYSART

FACING ONE OF THE MOST INTENSE

competitions for employees in years, quick lubes are finding they can hang onto to valuable employees longer by engaging in “stay interviews.” Recruiting experts say these interviews ensure current employees feel valued, while uncovering problems that sometimes fly beneath the radar and could lead to abrupt departures. Plus, they can also spare quick lubes the often arduous process of onboarding a promising new hire—if they can find one. According to Matthew Burr, owner of Burr Consulting, stay interviews let staff members know that operators want to take part in their professional development. “We care about what you have to say, we value you as a part of our organization, we are assessing workplace culture, workplace communication,” Burr says. Jim Peacock, owner and principal, Peak Careers Consulting says that stay interviews communicate that you as the owner wants to hear from the employee. Stay interviews also dispel the common notion that money—and the pursuit of more of it—is the overwhelming reason why employees disappear back into the workforce. “Most employees who leave don’t “start looking for other opportunities because of dissatisfaction with pay, perks or benefits,” says Beverly Kaye, co-author of Hello Stay Interviews, Goodbye Talent Loss. Instead, Kaye says employees are more likely to bolt if one of these key reasons to stay are lacking. Those are

meaningful or challenging work, a chance to learn and grow, a good boss, or a sense of being a part of a team. Conducting the Interview It’s much better for your quick lube to develop the fine art of conducting stay interviews than becoming a master of the exit interview. Here are key tips from recruiting experts on how to develop your own stay interview and save yourself the hassle of going back into the marketplace to experiment with yet another new hire. Use the same script and questions. Burr recommends standardizing your stay interview. This will enable managers to analyze information and insights on an employee-by-employee basis. Plus, the collation and analysis of these standardized interviews may enable you to develop business-wide policies based on concerns widely shared by your employees. Make sure the employee’s manager — and not HR—is the primary interviewer. Given that an employee generally has a day-to-day relationship with a manager, it’s critical that the manager conduct the stay interview, according to Christopher Mulligan, CEO of TalentKeepers. Be ready to be the listener and hear some things you’d rather not hear. “The employee should talk the majority of the stay interview, as the interviewer listens and takes notes on key points and concerns. In order to be effective, the management team must approach these (interviews) with an open mind and with humility,” Mulligan says. “It will be common when the employee may not like something or want a change in their work environment. And it is easy for managers and especially owners to take the criticism personally. Mulligan encourages operators to leave their egos at home and listen for opportunities to improve the work culture. Experiment with the frequency of your stay interviews. Recruiting experts vary in their advice about

how often to schedule stay interviews. Mulligan suggests at least once-aquarter, with the first interview scheduled within 14 days of the hire. Kaye thinks as often as once per month could work. And Meagan Johnson, author and expert on fostering positive workplaces that feature multiple generations, thinks a stay interview should be scheduled immediately if managers sense that an employee is becoming discouraged or burnt out. Peacock says that it’s important for employees to know that their managers are listening to their concerns. Telegraph clearly that the stay interview will be a safe space for the employee. The very premise of the Stay Interview demands real trust from the employee. So you’ll want to be sure employees are convinced they won’t be penalized for what they say.

GETTY

NOLN.NET

06_Service.indd 42

3/21/22 8:53 AM

Key Questions

Here are key questions that should be

part of every Stay Interview, courtesy of

Matthew Burr and the Society for Human Resource Management:

1. What factors cause you to enjoy your current job and work situation and contribute to your staying at our firm as long as you have? 2. What gets you excited to come to work here every day? 3. What do you look forward to when you come to work each day?

“Executed properly, stay interviews provide a safe, structured discussion for team members to share their career growth aspirations, how they prefer to be led, engaged and recognized,” Mulligan says. Be prepared to dig deep. The more granular you’re able to get with your stay interview, the more likely you’ll be able to effect real, productive change. Peacock discovered that one of his employees secretly wanted some imaging software that would enable her work to appear more artistic and professional. The stay interview opened up the dialogue for progress. “This was a minor thing for me and a convenience thing for her,” Peacock says. “I would never have known if I had not asked her.” Have answers ready for those tough questions. While many managers are reluctant to do stay interviews for fear they’ll be unable to deliver on some

employee requests, Kaye recommends managers be honest about what they’re actually able to do—and then focus on those capabilities. “Our research has proved that if managers are willing to hang in and drill deeper,” they’ll be able to find three or four changes for an employee that they’re able to make, Kaye says. Ensure you follow through. The easiest way to sabotage your interview is to nod and smile, and then do nothing. Most employees realize that asking for the moon will get them nowhere. Michael Murphy, CEO of the accounting and HR firm Platinum Group, says that the trust necessary to have an open dialogue makes the follow-through very important. “Letting them know they are heard by the actions you take after the interview is the most powerful thing you can do,” Murphy says.”

4. What do you like most or least about working here? 5. What keeps you working here? 6. If you could change something about your job, what would that be? 7. What would make your job more satisfying? 8. How do you like to be recognized? 9. What talents are not being used in your current role? 10. What would you like to learn here? 11. What motivates—or demotivates—you?

APRIL 2022

06_Service.indd 43

3/21/22 8:54 AM

SPONSORED CONTENT

FROM OUR PARTNERS

New Engine Oil Specifications Are on the Horizon Ensure your customers that the highest quality motor oil is being poured into their engines BY JEFFREY HARMENING, AMERICAN PETROLEUM INSTITUTE, SENIOR MANAGER – EOLCS/DEF/MOM

There is a great deal happening with engine oil that will impact oil change In December, the NCET recommended that API move forward with the and quick automotive maintenance shop owners and operators. The biggest development of PC-12. The API Lubricants Standards Group voted to accept news is the development of API PC-12 oils for diesel engines. The groundwork that recommendation and the New Category Development Team (NCDT) was for new engine oils was put in place last year when we updated some of the key immediately assembled officially kicking off the test development phase of PC-12. systems employed by API toensure consumers that the highest quality motor The NCDT manages the development of new API Diesel Engine Oil Service oil is being poured into their engines. Categories. This includes working with all industry stakeholders and interested These key systems include the following: parties to identify or develop engine tests that will meet the needs of increased • API 1509 - Engine Oil Licensing and Certification System contains the performance and enable engine manufacturers to meet the changing NOx latest standards and marketing guidelines for emission standards expected in 2027 and requirements API Engine Oil Quality Marks which governs for fuel economy for certain engine models. how engine oil marketers certify that gasolineThe proposed new category is being requested “With engine technology and diesel-engine oils meet API’s stringent with the following improvements: increased oxidation performance standards. performance; new wear test capability; addition of lower changing, several engine • API 1525 - Bulk Oil Testing, Handling, and Storage oil viscosities to include xW-20 in the F subcategory; tests used to evaluate Guidelines provide recommended equipment improved aftertreatment capability; and expansion of engine oils are expected and procedures for the proper handling of engine elastomer compatibility. to become obsolete due incoming and outgoing shipments of lubricants With engine technology changing, several engine to prevent contamination and spillage plus tests used to evaluate engine oils are expected to to diminishing engine protect product quality. The guidelines cover become obsolete due to diminishing engine hardware hardware supplies.” finished lubricants in bulk, drum, or pail. supplies. Several replacement engine tests will need to • API 1525A - Bulk Engine Oil Chain of Custody and be developed. — Jeffrey Harmening, American Quality Documentation provides procedures for The current C subcategory will maintain its Petroleum Institute, Manager managing the bulk engine oil chain of custody to backwards compatibility and the new F subcategory is – EOLCS/DEF/MOM ensure oil quality from the point of manufacture intended to replace FA-4 and does not need to retain to installation in a consumer’s engine. Updates backwards compatibility. were made due to modernization of processes in the supply chain and The request for the first licensing date from API is no later than January to harmonize the standard with the current edition of NIST Handbook 1, 2027. This corresponds with the anticipated 2027 implementation date for 130. API 1525A also forms the basis for Motor Oil Matters (MOM), API’s EPA and CARB HD on-highway regulations. However, a one-year mandatory program for licensing the engine oil supply chain which provides waiting period will precede the first licensing date, as in each new category benefits for distributors, installers and their customers. before. Ultimately, this means the NCDT must have the category prepared and adopted into API 1509 by January 1, 2026. New Engine Oil Specifications In addition, the API has a request for additional tests related to Low-Speed Updating all of these systems will help API to provide leadership as we work Pre-ignition in gasoline powered engines that is currently being evaluated. with the industry to be prepared to meet the demands for specifications for Success here could result in an API additional classification of “SP PLUS” and gas- and diesel-engine oils. The new diesel engine oil specification process would likely be included in the next gasoline engine oil specification, much in referred to as PC-12 or Proposed Category 12 began last year following a the same way that SN PLUS preceded API SP. request from the Engine Manufacturers Association (EMA) that a new category be developed to meet the needs of future engines. Following the request, the Diesel Engine Oil Advisory Panel (DEOAP) established a New Category If you have questions or need additional information, contact the API Engine Oil Evaluation Team (NCET) to consider the request. Licensing and Certification System at eolcs@api.org. 44

NOLN.NET

07_FromOurPartners.indd 44

3/23/22 11:41 AM

SPONSORED CONTENT

FROM OUR PARTNERS

Challenge Your Thinking To Keep Your Business Growing Create new revenue streams by thinking outside of the shop BY KIM TULLY-SUTTON, LEAD MARKETING SPECIALIST, CHEVRON

Growth is good. Every business owner wants it. Although, there will dentist/doctor offices, city council, etc. come a time when you feel as though you’ve hit a ceiling. You think you • Extend your hours of operation to accommodate a wider range of have all the basics covered: loyal customer base, good employees, strong schedules. You’ll need to assess demand for after-hours service in customer service, and decent reviews on Yelp and Google. You’re actively your area to warrant the additional labor costs. marketing to attract new customers. Still, there are only so many hours • Expansion. If you have room to expand, consider adding a bay for in the day. You have a fixed number of service bays and automotive repair service or a drive-through car wash limited real estate. There is a perceived finite number giving you the advantage of two profit centers. of vehicles you can service each day with service techs “If your business you have to do the work. So, now what? Kurt Wright, who owns and operates a Havoline xpress Typically, operators look at the standard internal lube ® and an adjacent Blue Hippo Carwash on the same is strong but combination of options. To increase revenue, they site in Powell, Ohio, explains, “By having two profit your expansion promote synthetics and ancillary products like fuel centers on the same property, the synergies allow you possibilities are additives that offer higher penny profit. Some offer to maximize your labor, which is extremely important limited, you might other services like windshield wiper replacement, in our current environment.” headlight polishing, wheel rotations, alignments, As Kurt adds, “Offering a free car wash with every think about buying or new tires. Of course, it is not uncommon to cut oil change has allowed for more exposure and coa second fast lube, expenses and cut corners to reduce costs. But to create marketing across the businesses. Not only does it help repair shop or car new revenue streams you may have to think outside the develop repeat business but allows you to reach beyond wash facility.” four walls of your business—literally and figuratively. a typical customer base in order to attract and retain Here are some additional options to consider: new customers. In addition, loyal customers come back —Kim Tully-Sutton, • Shop website. Surprisingly, many fast lubes still every few months for both the oil service and the car lead marketing don’t have a website today. Get a mobile-friendly wash. It makes it a win/win all the way around.” specialist, Chevron website in-place and start doing paid search to If your business is strong but your expansion reach all those new and younger customers with possibilities are limited, you might think about buying smartphones in their hands doing ‘oil change a second fast lube, repair shop or car wash facility. This near me’ Google searches. offers the opportunity to drive added profitability through economies • Social media. In addition to having a website, utilizing social media of scale and buying power by expanding your potential customer base. will enhance your digital presence while providing a real time So, if you have all the business you can handle, great. However, if connection to your local customer base. you’re in a position to invest in further growth, then even better. When • Business accounts. Put the legwork into securing new local trade you think about it creatively, there are many opportunities to keep accounts with 5-10 trucks (landscapers, HVAC, plumbers, etc.) and growing beyond the constraints of your existing infrastructure. be diligent about services beyond oil changes. • Co-market with a local business leveraging each other’s customer base. Consider co-marketing at local community events, such as a Kim Tully-Sutton has been with Chevron for more than 12 years and is local baseball team or high school sporting events. currently the lead marketing specialist supporting Havoline®, Havoline • Create a concierge pick-up/drop-off service arrangement for xpress lube, Chevron xpress lube® and Techron®. You can reach her at employees at local schools, fire department, police department, Kimberly.Sutton@chevron.com. APRIL 2022

07_FromOurPartners.indd 45

3/24/22 11:19 AM

SPONSORED CONTENT

FROM OUR PARTNERS

Top 3 Reasons to Consider Franchise Ownership Here’s how franchising provides a unique opportunity for aspiring entrepreneurs BY KEVIN KORMONDY, CHIEF EXECUTIVE OFFICER, FULLSPEED AUTOMOTIVE®

Deciding to open a business comes with a lot of big questions and decisions. not have on your own. Franchising opens the door to a full support system of It can be overwhelming to anyone—especially if you are doing it on your industry veterans who can help you every step of the way. own. Becoming your own boss also means becoming highly knowledgeable From finding your location to opening your doors, franchisors have built out in real estate, payroll, marketing, operations, product procurement, and teams of specialists in various areas like real estate, construction, financing, more. But what if you could have all the benefits of being an entrepreneur marketing, technology, operations, and training to help support you as you with the advantage of having access to the resources and backing of a larger go through the process of opening and operating your business. The support company? If that sounds appealing, then opening a franchise might just be doesn’t end there—after opening, franchisors can help with ongoing support the right option for you. Franchising provides the unique opportunity for in the form of in-store training sessions, webinars, and additional marketing you to own and operate your business, while still getting support from a resources to help your business grow and run smoothly. large organization—essentially, you can be in business for Owning your own business is stressful and it helps yourself, but not by yourself. when you have people who you can lean on. You can’t FullSpeed Automotive is home to flagship brands Grease do everything by yourself, so make sure you have a “You can’t do Monkey® and SpeeDee Oil Change & Auto Service® and strong support system to help set your business up for everything by is one of the nation’s largest franchisors and operators long-term success. yourself, so make of automotive aftermarket repair facilities. With over 70 sure you have a years of experience working in the automotive aftermarket First Class Training Resources industry, FullSpeed has grown to 700-plus franchise and Training your employees is vital to keep your customers strong support corporate-owned locations, supporting franchisees and happy and coming back. When you open an independent system to help set helping drive unit-level profitability worldwide. business, you have to start from scratch with everything your business up for Franchising is a business strategy that has proven to including training. What’s great about franchising is that long-term success.” work well for a lot of successful business owners and franchisors have battle-tested their training programs and could be the opportunity you are looking for. Below are have seen what works best as well as what is needed for the —Kevin Kormondy, some of the benefits of franchising that you won’t get with future. This knowledge is beneficial because franchisees Chief Executive Officer, traditional entrepreneurship. receive the most up-to-date training programs. FullSpeed Automotive® Both Grease Monkey and SpeeDee Oil Change & Auto History of Proven Business Model Service strongly believe in training. All franchisees go When you join a franchise, you join a well-oiled machine. through a week-long New Franchisee Training School at The business model has been tried, tested, and has a proven track record of headquarters located in Denver. This is in addition to having 24/7 access to success. Entering into a new business opportunity always carries some risk, but FullSpeed University, an online training platform that has over 250 classes a franchise can minimize that risk. Franchisors spend years learning about the and certification courses. This resource was created to help employees industry they serve, customer needs, and how to remain profitable over time. expand their customer service, leadership, and mechanic skills. With access There are a lot of unknowns when starting a business on your own, and to ongoing training at your fingertips, franchisees can feel confident in franchisors help to remove the guesswork. By pursuing a franchise opportunity, finding solutions to drive bottom-line results. you are handed a playbook for success. If you follow the instructions, you’ll If you are interested in learning more about franchise opportunities have a clear roadmap to strong operations and can focus on other factors that with Grease Monkey or SpeeDee Oil Change & Auto Service, you can need your attention. visit fullspeedautomotive.com. Built-In Support System One of the greatest advantages of franchising is the vast amount of people and resources that are available to you for support, that you most likely would 46

Kevin Kormondy has served as Chief Executive Officer for Grease Monkey International, LLC d/b/a FullSpeed Automotive (as well as its affiliate companies Grease Monkey Franchising, LLC and SpeeDee Worldwide, LLC) since October 2019.

NOLN.NET

07_FromOurPartners.indd 46

3/24/22 10:03 AM

SPONSORED CONTENT

FROM OUR PARTNERS

Automotive Gear Oil: What’s the Difference? How to choose an automotive gear oil

Automotive gear systems, such as those in manual transmissions and differentials, tend to engage in a lot of metal-on-metal contact, causing heat and friction which results in wear and potential component failure if not maintained properly. Using the right gear oil for each application helps protect these moving parts by reducing friction and transferring heat away from them. What Is a Gear? An automotive gear is a rotating toothed cylinder, which forms a mesh with another toothed machine part or gear and transmits torque. The gears can change torque, speed, and direction of the power source and are a critical component in an automotive drivetrain. Gears come in many designs, such as spur, helical, bevel, worm, and hypoid designs. Inadequate

final drives where there is a large amount of sliding movement across the gears. Gear Oil Viscosity There are two common passenger vehicle gear oil viscosities: • 75W-90: The 75W-90 gear oil is used under extreme pressure conditions and can be recommended for limited-slip differentials and for use in colder climates. It is commonly used rear differentials, some final drives, and axles. The thick oil film formed this oil can withstand high temperatures. • 80W-90: The 80W-90 gear oil can be used in extreme pressure conditions and as a lubricant for some non-synchronized manual transmissions in heavy-duty trucks or buses. lubrication

can result in scouring,

What Is Gear Oil vs. Engine Oil? Types of Gear Oils corrosion, scuffing, and Gear oil is a lubricant used specifically for automotive • Rust-Prevention Gear Oils: Rust-preventing gear pitting of important manual transmissions, differentials, transaxles, and oils are petroleum-based or mineral-based and transfer cases. It helps the drivetrain run smoothly contain rust inhibitors. These gear oils come in drivetrain components. and protects critical internal parts in a vehicle’s gear two different classes: monograde and multigrade. systems from wear and heat damage. Inadequate Monograde gear oil is designed for use in “normal” lubrication can result in scouring, corrosion, scuffing, temperatures while multigrade gear oil can be used and pitting of important drivetrain components. This deterioration can at hotter and cooler temperatures. Rust-prevention gear oils protect compromise a vehicle’s performance, and eventually lead to costly and extend the life of gears running at higher temperatures and are repairs. Gear oil has a higher viscosity than engine oil. It is identified by best used in low-load gearboxes. its performance classification and its viscosity. The Society of Automotive • Extreme-Pressure Gear Oils: Extreme-pressure (EP) gear oils can be Engineers (SAE) publishes a viscosity grading guide (J306) for gear oil, which synthetic- or mineral-based. EP gear oils are commonly multigrade is a different grading scale than the SAE’s engine oil scale (J300). and contain extreme pressure, rust inhibitors, and anti-foaming additives. These additives allow EP gears oil to protect highly loaded Gear Oil API Performance Classifications gear sets. High contact pressure of the gear tooth face can cause gears There are several automotive gear oil designations, but the two most to wear quicker. EP gear oils help extend the life of a high load-bearing common gear oil designations—Lubricant Service Designations for gear sets. Automotive Manual Transmissions, Manual Transaxles, and Axles—are set • Synthetic Gear Oils: Synthetic gear oils are frequently multigrade oils forth by the American Petroleum Institute (API) for passenger vehicles: that are formulated robust additive chemistries. These gear oils can be • API GL-4 classifies passenger car and light truck manual transmission used at extremely high or low temperatures. They prevent rust, foaming lubricants and oils used in tractor gearboxes and spiral bevel gear of the gear oil inside the gearbox, and wear of the gears. Synthetic oils final drives. are used in gearboxes that are run in severe conditions such as sub-zero • API GL-5 defines passenger car, light, and heavy truck and bus hypoid environments, extreme heat, wet climates, and dusty or dirty conditions. APRIL 2022

07_FromOurPartners.indd 47

3/23/22 4:43 PM

SPONSORED CONTENT

FROM OUR PARTNERS

What The Owner’s Manual Doesn’t Tell You How you can take the information of the owner’s manual to the next level BY FORD MCALEXANDER, SALES PROGRAMS MANAGER, LUCAS OIL PRODUCTS, INC.

Quick! When was the last time you went through the owner’s manual in is regarding the proper fuel that should be used in the vehicle. Your your car? If I had to guess, it was probably the last time something wasn’t vehicle’s suggested fuel octane number is important as vehicles are working or when you first purchased the vehicle. Obviously, that is pretty manufactured to compress fuel to a certain threshold before detonation. common and I am here to tell you that it is in your best interest to crack What the owner’s manual doesn’t tell you is that the fuel available at open the manual every once in a while to ensure that you are getting the pumps are not as additive rich as they used to be 20 years ago. Luckily, maximum performance of your vehicle. But I am not here to guilt trip you fuel additives can help this issue as they often add in needed lubricity into reading the owner’s manual when you accidentally forgot to get your agents which can improve acceleration, increase miles per gallon and oil changed. reduce wear on the vehicle’s fuel pump. What I am here to share with you is how much vehicles have changed Finally, there are even additional fluid reservoirs in your vehicle that in the last 20 years. Registered vehicles in the United help operate your vehicle such as power steering States are getting older, due to many contributing fluid and transmission fluid. The owner’s manual will factors, which leads to owner’s manuals spending share what specifications or type of fluid is needed “What the owner’s much more time in glove compartments than in the for both of those systems with particular attention to manual doesn’t tell actual hands of the owner. While this is a very common the transmission fluid specification as there are many you is that the fuel thing, it is important to crack open the manual every different specifications compared to the number of available at pumps are now and then for the sake of your vehicle. Even owner’s specifications years ago. Again, the owner’s manual manuals in the same manufacturing family can have doesn’t share that there are additives to improve not as additive rich different oil, fuel and miscellaneous maintenance these fluids. The power steering additives can stop as they used to be 20 needs, but worry no more—I’m here to simplify and that annoying whining noise when you pull into your years ago.” improve your vehicle’s life. child’s school at pickup and everyone’s stares at One of the first sections that I encourage people you. The transmission additives will help when you —Ford McAlexander, to read about in their owner’s manual is regarding the are accelerating at the red light and instead of being Sales Programs Manager, engine oil viscosity needs for their vehicle. Motor oil smooth, it jerks your baby awake because it slips from Lucas Oil Products, Inc. and its contents have evolved greatly due to tighter 1st to 2nd gear awkwardly. A simple addition to your tolerances in manufacturing to the point that the old vehicle beyond what the owner’s manual recommends 40 weight viscosity oils are basically extinct from can be highly beneficial. new vehicles. The common viscosities are now 0W-20, 5W-20 and 5WWith all that said, vehicles definitely are not the same as they were in 30 with 0W-20 gaining significant new vehicle recommendation share 2002. There are so many new specifications that it can be hard to know in the newest models. Motor oil is significantly better than it used to what you can do to easily improve your vehicle. I also may sound like a be due to API licensing requirements, but the owner’s manual does not broken radio regarding my suggestions on how to improve your vehicle educate you about oil additives usually. When added at your normal oil with oil, fuel, power steering and transmission additives, but these fluid change interval, oil additives can reduce wear and increase longevity by recommendations are the minimum requirement to keep the vehicle improving engine cleanliness. They can also improve miles per gallon operating at the manufacturer’s expectations. However, now you know performance in your vehicle. that your vehicle can perform so much better since you know what the The next section in the owner’s manual that people should read owner’s manual doesn’t tell you. 48

NOLN.NET

07_FromOurPartners.indd 48

3/23/22 11:40 AM

SPONSORED CONTENT

FROM OUR PARTNERS

5 Ways To Get Customers To Stay on Schedule With Their Vehicle Maintenance Tips for helping people understand that regular maintenance is in their own interest

“What do you mean, ‘scheduled maintenance’, my car’s running just fine?” If you’ve ever felt the urge to tear your hair out when a customer says something like that, you’re not alone. But the question is, how can you persuade customers to bring in their car, truck or minivan in for a service or oil and filter change when they suspect it’s unnecessary? Here are a few tips for helping people understand that regular maintenance is in their own interest, keeping that sweet ride from becoming a jalopy. 1. Remind them of the dentist. You must explain to customers the “why” of maintenance, says Steven Hernandez, owner operator of AA Auto & Air Conditioning in Albuquerque. An analogy can help when you’re going over what the scheduled maintenance is and why they should take you up on it. Hernandez reminds them of dental checkups. “You go to the dentist every year for cleaning and this and that,” he tells customers. “Why do you do that? To prevent any problems with your teeth … well, your car is the same way. You do the maintenance on your car; you bring it in, because if you don’t, it can lead to bigger problems.”

“Who, me?” Mr. and Ms. Suburbia might think. “I only use the car to commute to work, drive to the store, and take my kids to soccer practice.” It sounds counterintuitive to them, but many don’t realize that 70 percent of vehicles require a severe service schedule because the stop-and-go driving puts greater stress on the car, Hernandez says. Tell them that in much of the West and Southwest they will also have to make more frequent oil and filter changes because of the dust, and other regions are prone to temperature extremes. Many people rely on the oil light to know when to bring “It sounds the car in, Hostetler says. “Those may not come on soon enough,” he says. “Check your owner’s manual and talk to counterintuitive to a pro. Many suggest 5,000-mile intervals. It should be at them (customers), least once a year.” but many don’t Let customers know about that sludge problem realize that 70 that ruins engines that don’t get serviced. “Sludge” is a persuasive word. The customer can almost feel and smell percent of vehicles it clogging up the engine. Paint a picture.

require a severe service schedule because the stopand-go driving puts greater stress on the car.”

4. Cite successes. Hernandez tells about one particular customer—a courier company—that is getting 350,000 to 400,000 miles out of its 40-sum Ford and Nissan vans, despite severe use. The vans are driven by three or four drivers a day, around the clock. The vans in use never cool off, and most routes involve city driving. The secret to the vans’ longevity? The owner is a stickler for servicing the fleet. “He wants the maintenance done on time, and he wants everything that needs to be done,” Hernandez says.

2. Build trust over time. Mike Hostetler, president and general manager of Mighty Auto Parts in Albuquerque, sells batteries to other shops. He once asked a top customer, “How do —Steven Hernandez, you sell so many batteries?” owner operator, AA The customer replied that he tests the battery in Auto & Air Conditioning, every vehicle that comes in, whether it’s a 30-year-old Albuquerque, N.M. clunker or a new car getting its very first oil change. “Nine out of 10 times you can tell them, ‘your battery’s good; here’s the printout,’” the customer continued. 5. Help them budget. “‘We want you to have peace of mind and know that we’re checking all of When a customer has a scheduled maintenance approaching and repairs these things for you, including your battery.’” might be expensive, Hernandez often suggests a plan to spread out the On the 10th time, when the battery does require replacing, you’ve built required maintenance. trust over time. Consider a vehicle that has 110,000 miles on it and should be serviced at 120,000. Hernandez suggests to the customer that he take care of the most 3. Explain severe vs. normal service. important items immediately, others at 120,000 miles, and the rest at 123,000. You know the difference, but put yourself in your customer’s shoes. To the “We do bits of maintenance over time, so they don’t get nailed with a typical town-dweller or city slicker, “severe” might sound like driving up $1,000 bill,” he says. “It gives them an opportunity to plan for it, and I think mountain sides or off-roading in the Mojave Desert. that’s super important when dealing with customers.” APRIL 2022

07_FromOurPartners.indd 49

3/23/22 11:39 AM

SPONSORED CONTENT

FROM OUR PARTNERS

The Importance of Being Nice How kindness can impact your staff and business BY AMBER KOSSAK, CEO OF SOLID START

“It is nice to be important, but it is more important to be nice!” Some say “soft skills” can be of the most importance when dealing with people. How much more important is it to utilize these skills when dealing with your team? For some reason, the word “nice” is not appreciated as much today as it used to be. Some even view being nice as a weakness. However, expressing kindness is not a weakness, it is a strength! Attributes of kindness include being thoughtful, considerate, genuine, and so much more. You can tell people appreciate being treated with respect. Were you aware that being nice has benefits not only for the receiver but also for the giver?

Would more customers be good for your bottom line? Certainly. Being thoughtful and considerate really does pay dividends. If your frontline greeter is a grouch or complainer—even if your whole operation is efficient—the atmosphere will be stained. Some customers may decide to look for another place to have their vehicles serviced. On the other hand, if your staff is not only efficient but also has an uplifting attitude and gives their attention to customers, it will be felt. An atmosphere that lifts spirits will always be a positive for your people and business.

Importance vs. Self-Importance Trust the Science Why, then, are people sometimes unkind or even mean? Being nice has many benefits, not just for others but for There are many reasons. It can simply be a matter of “An atmosphere that us. Research has found that being nice to others boosts being stressed out. We’ve all had bad days where we’re our serotonin. Serotonin is a neurotransmitter that carries caught up in our thoughts, causing us to be distracted lifts spirits will always signals throughout our nervous system. It is also a mood and unintentionally inconsiderate. be a positive for your regulator, the body’s natural feel-good chemical. How Confidence vs. Pride. Sometimes people can people and business. striking that we are designed in such a way that when we be caught up in their own self-importance. This is make others feel good it makes us feel good as well. different from having a healthy sense of self-worth. —Amber Kossak, Other research has shown how kindness reduces stress Everyone is important in an organization. We may CEO of Solid Start and even helps you live longer. Imagine how much better have different roles, but each plays a part in the success you feel after you have helped someone, after you have of the team. An overweening pride, however, can cause helped them solve a problem. It is not about you, but some people to feel they are not getting the recognition you know you helped someone⁠—how rewarding. You they deserve. This self-preoccupation can result in a know you were kind, you were considerate, you smiled and shared with them loss of perspective. If this is permitted to gnaw in one’s gut it can make something that may have helped you. them bitter, unpleasant, and even sometimes mean. In this era of analytics in which everything seems to be getting measured, Trust the Economics we can easily overlook the value of character qualities. It’s easy to measure A lot of people fail to recognize the economic value of being nice. This is not car counts. It’s not so easy to measure “nice”⁠—its value is unmeasurable to what motivates our kindness, but it is common sense. Thomas Sowell, in his you, your business, and people! Remember, “It is nice to be important, but book Knowledge and Decisions, tells how being nice is good for business. it’s more important to be nice.” He begins by stating that soft skills like punctuality and kindness can get so taken for granted that we tend to undervalue them. For example, if an attendant who does not show up promptly to help with rush-hour business can cause customers to take their vehicle to another service Amber Kossak is the CEO of Solid Start, manufacturer of True Brand Products. center, where they can be taken care of more efficiently and in a timely manner. She has been in the automotive industry for almost 20 years and is serving on By the same token, another attendant who is especially efficient, attentive, or the AOCA board of directors. She can be contacted at kossak@solidstart.com. pleasant to the customers can add to the volume of business. For more information please visit solidstart.com. 50

NOLN.NET

07_FromOurPartners.indd 50

3/23/22 11:38 AM

THE NOLN PODCAST NET WORK PODCAST

TUNE IN FOR

NEW EPISODES EVERY WEEK! LISTEN TODAY BY VISITING

noln.net/podcast NOLN_Podcast_Print_2021.indd 1 51_PODCAST_0422.indd 51

2/3/21 11:48 AM 3/22/2022 1:24:16 PM

Based on a Survey Conducted by NOLN (National Oil & Lube News)

RelaDyne’s automotive brand, DuraMAX, continues to revolutionize the Automotive Aftermarket industry. According to a survey conducted by NOLN of 64 operators, DuraMAX ranks as the best-selling oil brand. DuraMAX has held this ranking now since 2018. Many of those who participated in the survey are owners and managers. While their service menus vary, they all perform oil changes and preventative maintenance.

PRESENTED BY

From the finish line to your bottom line, DuraMAX is the engine oil that puts more money in your pocket. 52

NOLN.NET

52-53_RELADYNE_0422.indd 52

3/15/2022 8:48:31 AM

317.696.3009 DURAMAX.COM APRIL 2022

52-53_RELADYNE_0422.indd 53

3/15/2022 8:48:46 AM

Ask for Kendall GT-1 High Mileage Booster. ®

Specifically made for high mileage vehicles, GT-1 High Mileage Booster is formulated to increase corrosion resistance, cleanliness, and protection for your engine to help it keep running for even more miles to come. Ask for a Booster at your next oil change. Find out more at KendallHMB.com.

NOLN.NET

22-KENDALL-4597 NOLN Print Ads 03.indd 2 54_PHILLIPS 66_0422.indd 54

1/14/22 8:06 AM 3/15/2022 8:46:51 AM

AO CA C O R N E R

New Options to Support Teams

AOCA partners with Maniaci to provide benefits program to members AS WE ARE ALL AWARE, GOOD EMPLOYERS WORK HARD

BRETT

FRASER

is the member programs specialist for the Automotive Oil Change Association (AOCA), the only trade group for the quick maintenance industry.

INFO

@AOCA.COM O R 8 0 0 . 2 30 . 0 7 0 2

not only to run reputable businesses that serve their customers well, but also look to provide a safe, healthy, and fulfilling work environment for their employees. Pay increases, benefits packages, and training all cost money, and while these expenses are required to effectively retain good employees, reaching a balance between robust employee benefits, and maintaining a positive cash flow can be difficult, particularly for the smaller businesses. This is especially true now, as employees, or former employees, across the nation are participating in “The Great Resignation.” According to CNBC, April 2021 saw 4 million resignations across the nation, mainly affecting the tech and health industries. This trend also greatly affected restaurants and other hospitality-based businesses. The exodus was spurred on by the desire for a greater work-life balance, demand for greater pay, and the belief that there are more options out there that are better suited to fulfill one’s own personal happiness. In the time since that record breaking resignation month, the transition that allows a hybrid work-from-home model has gained momentum and employee leverage on work-place concessions has increased. Some companies can add remotework and hybrid-work models to benefit their employees. This is not an option for lube centers where an employee needs to be physically present to perform the duties of his or her job.

Creating Options For such industries where that flexibility is unavailable, AOCA feels it is even more important to make sure that employee benefits packages are available and easily accessible. As a directive from AOCA leadership, the association

prioritized finding a way to help employers address their employee benefit needs with greater ease. Through a partnership with Maniaci (mah-nee-ah-chee) Insurance Services, members of the association will soon have access to employee benefit packages. The rollout of this program is expected mid-year 2022 and the packages will be based on the feedback received from a collaborative member survey that AOCA and Maniaci sent to existing members. Once available, an AOCA member will take advantage of this benefit by initiating an exploratory call to see what the company’s needs and pain points are, and then determining the best path forward. This path could be choosing one of the options available through Maniaci. Another option would be to keep the existing benefit package, but utilizing Maniaci as the new broker to take advantage of value-added services. Brittany Huerta, employee benefits consultant at Maniaci explained the options: “Some employers want access to higher quality benefits than what they currently offer their employees. This helps retain top talent and best workers. Other employers may be happy with their existing benefits package, but just wish their benefits program was communicated in an effective and intentional manner. We will work with AOCA members to ensure their employees understand their benefits and how to use them by offering resources like our concierge advocacy service. We have found that if a company offers a great employee benefits package, but those benefits are not effectively communicated, employees are less satisfied with the offerings.” As part of the iFLEX education sessions at The Car Wash Show in Nashville from May 9-11, Huerta will present the program in further detail and answer questions members may have about how to best utilize the program.

APRIL 2022

08_AOCA-Lenny.indd 55

3/21/22 8:55 AM

We need your nominations! We are on the hunt for our 2022 Operator of the Year, and need to know who is doing outstanding work in the quick service industry.

Fill out our online form today to give us the scoop! noln.net/awards 56

NOLN.NET

56_AWARDS_0422.indd 56

3/23/2022 10:47:09 AM

CLASSIFIEDS ADVERTISERS/ PRODUCT INDEX API (44, 59) 800.874.5793 AUTEL (18-19) 855.288.3587 AutoCenter Sales (11) 800.874.5793 Chevron (2, 45)

CONSULTING Advertise your consulting business to thousands of industry specific clients in the Classified pages of NOLN. Call Kyle for details 651-846-9490. Print and online ads available.

EDUCATION+TRAINING Highlight your educational institution here! Reach those candidates seeking a career in the fast lube and fast lube plus industry choosing a college or university. Call Kyle for details 651846-9490.

866.354.4476 Devon Industries (5) 800.468.1970 Driverse (7)

PODCAST

800.600.4955 Extreme Polymers (13) Full Speed Automotive (46) Integrated Services, Inc. LubeSoft - Modulube (60) 800.922.3099

NEW EPISODES EVERY WEEK!

International Car Wash Show (36) LISTEN TODAY BY VISITING

Kafko International Ltd. -

noln.net/podcast

Oil Eater/Degreaser (17) 800.528.0334

Need to Hire? Want to Sell? REACH OVER 111,000 INDUSTRYSPECIFIC CANDIDATES EACH MONTH

WE BUY QUICK LUBES! With over 130 shops acquired in 2019 alone, we know how to make it easy! Call or email Take 5 Oil Change today, or check out our website for more info. (980)-235-8380 dbacquisitions@drivenbrands.com www.take5quicklubesales.com

Lucas Oil (48) 800.342.2512 Mighty Auto Parts (20, 49) Phillips 66 / Kendall (47, 54)

DISPLAY ADS Per column inch (1-time rate) ......$130 Per column inch (6-time rate)......$115 Per column inch (12-time rate)....$100

877.445.9198 RelaDyne (52-53) 317.696.3009

WORD ADS Minimum 10-word charge......................$80 Per word charge thereafter......................$1.00 Border and/or screen (on word ads).........$60 Highlight box...........................................$65 Specific location on separate heading ...add 15%

Roth Industries (11) Royal Purple (8) Solid Start – True Brand (3, 50) 877.290.3950

Never Miss an Issue.

SUBSCRIBE TODAY!

Valvoline (25, 34) 859.357.7303 Wrenchers (10) 800.261.7729

ADVERTISE IN THE NOLN CLASSIFIED SECTION BY CALLING KYLE AT 651846-9490

START YOUR FREE SUBSCRIPTION TODAY BY VISITING

noln.net/subscribe APRIL 2022

09_Classifieds.indd 57

3/24/2022 11:24:13 AM

LEADING EDGE

You Control the Culture THE BUZZWORD OF 2022 IS KNOCKING ON OUR

LENNY

SAUCIER

Lenny Saucier has been serving the automotive aftermarket and its future leaders since 2000. He serves as the director of retail training for Fullspeed Automotive.

LSAUCIER @FULLSPEEDAUTOMOTIVE.COM

doorsteps. What is supposed to define us is quickly becoming a patch on a uniform and rally campaign word by CEOs and managers during their “what are we going to do now” speeches. Don’t get me wrong, culture is huge! To be that guy quoting dictionary excerpts, culture is the customs, arts, social institutions, and achievements of a particular nation, people, or other social group. Culture is not a buzzword, it’s a feeling from the masses and it is very fluid. Consider the culture of the 1940s when we, as a nation, decided that the world needed a greater good and stepped up to lead it for centuries to come. We did this by winning over and over again through military, industrial, technological and economic triumphs. Eighty years later, American culture still loves a winner (as long as they do not win that much). See Tom Brady.

Deeper Definitions I begin by harping on “buzzwords” because culture is something that is formed by plans, actions, failures and successes that adjust, adapt and repeat. What is your culture? Those who say they have a strong culture probably do not understand what they have. A growth culture simply means that you are growing. A winning culture means that you probably set your bar low so you can feel good about yourself. To define your culture through your company leader’s desires is actually the vision, or what they want it to be. Understanding your true culture comes from the words and actions of your customers, both internal and external. The puffy-chest leader may take offense to the idea that your employees are actually your internal customer. And if so, it is echoed in your culture. How can we define an employee as a customer? You pay them, and a customer pays you, so they can’t be a customer. Your employee pays you with hard work, thoughts and ideas to grow your company. A positive image and experience that match your advertising campaign. They give you time and life in an exchange for finance and experiences. To treat your external customers horribly would certainly lead to your black font going to red on the

finance statement. The same holds true for your internal customers, you just may think it’s them and not you. A culture may differentiate you. Your external customers come to you for a certain reason that you should easily be able to pinpoint. Can you equally pinpoint why your internal customers come to you instead of the competition? I can assure you this: If you think your employees come to you because of money, you are looking shallowly into a losing battle. If the great resignation has taught us anything, it is that today’s culture will not accept hostile environments for money given the options that fly in their face in every store front and social media ad. Do your employees take care of your customer as if the money was actually going into their bank account? Does the shop get cleaned for your inspection or for their pride? Do ex-employees stop by, check in on social media or give you a quick text to check on you? Do you think that you can fix your business by firing everyone and getting a fresh start by hiring the right attitudes? “But they don’t make them like they used to,” cries the opposition. Many would say that the great employees we once had servicing our needs are no longer made. That society has produced people who do not want to work anymore. They are defined by safe spaces, low motivation, and all they want is a trophy. The people that you want are in fact there. Upcoming leaders are born every day and molded by the interactions of their mentors, peers and society. If you don’t get them at your doorstep looking for a job, or you hired them and they just quit for a “better” job, you can bet that you don’t get great people because they are not attracted to your culture. To the few readers I have not offended yet, your culture is in your actions, feelings and rituals. Your culture does not live in your memos, emails and speeches. You have the unique opportunity to create the culture you want in your stores, teams and customers (both internal and external). Because culture is fluid, it just takes guidance and purpose over time. Just like the Colorado River, given the time and persistence, that fluid repeating motion can make huge marks in the landscape of your lives and the lives of those who you serve. What is your culture?

COURTESY LENNY SUACIER

Stuck in a shop culture rut? Start now and build for the better

NOLN.NET

08_AOCA-Lenny.indd 58

3/21/22 8:55 AM

OLC

API ENGINE OIL STANDARDS DRIVE PERFORMANCE The Level Of The Highest HighestThe LevelHighest Of Level Of Performance And Protection The Level Of Performance And Protection The Highest Highest Level Of And Protection Performance Performance And Protection API’s licensed engine performance Performance And Protection API’s licensed oils oils improve improve engine performance and fuel economy, fight everyday wear and fuel economy, fight everyday wear and and tear tear P ERVINSTITUTE AMERICAN PETROLEUM ICE

P P

A A

SAE SAE

A A

5W-30 SAE SSAE S PI 5W-30 SAE U

SO SO SO SO R E RNES EN S ER E RNES EN S E CO CO CO CO

0W-16 0W-16

R RCE V UI

L UL U L UL U SS SS

SAE 0W-16 P SAE 5W-30 SN P 0W-16 5W-30 SN

AMERICAN PETROLEUM INSTITUTE

ENGINES GASOLINE ENGINES ™

E NG

SO SO R E RNES EN S E CO CO

N R R CGE CERTIFIED FOR VI NG GASOLINE CERTIFIED FOR U ENGINES RC RGASOLINE E V U IN ENGINES S N™ R R CG

CERTIFIED FOR™ GASOLINE CERTIFIED FOR™

SERVICE PI ERVIC S ES S PI

SAE SAE 5W-30 5W-30

U R RCE V UIN R R CGE VI NG

P P S N™

P P

I SSAE S

AMERICAN PETROLEUM ICE ERVINSTITUTE

AMERICAN PETROLEUM INSTITUTE

L UL U SS

SERVICE PI ERVIC S ES S PI

P P

A A

API’s licensed oils engine and reduce emissions. API’s licensed oils improve performance API’s licensed oils improve improve engine performance performance and and and help help reduce emissions. API’s licensed oils improve engine engine performance fuel economy, fight everyday wear and tear and help and fuel economy, fight everyday wear and tear fuel economy, fight everyday wear and tear and help and fuel economy, fight everyday wear and tear and emissions. and help help reduce reduce emissions. emissions. reduce reduce emissions.

P SN P SN

Ask for API-licensed oil whenever you™have your oil changed, and Ask oil whenever youtime haveyou your oilmotor changed, look for for API-licensed API certification marks every buy oil. and A Syou Kevery F Oyour R A you P I -buy L I and C Elook NS EAPI D OIL WHENEVER lookforforAPI-licensed API certification marks time motor oil. Ask oil whenever have oil changed, for

A Syou KOhave P IY- O L IUand CRElook N DC HOAI LN GWEHDE, NAENVDE R Ask for API-licensed oil whenever certification marks every time you buy motor oil. Y UF Oyour HR A oil VA Echanged, O SIfor LEAPI certification marks every time you Y buy Omotor U Hoil. AV E YO U R O I L C H A N G E D, A N D LOOK FOR API L OEOVKE R FY O RT IAMPEI EVERY TIME

API.org/EOLCS API.org/EOLCS API.org/EOLCS

|| |

C E R T I F I C AT I O N M A R K S R TBI U F IYC A YC OE U MTOI TOONR MOAI R L .K S YOU BUY MOTOR OIL.

Learn More: Learn Learn More: More: MotorOilMatters.org MotorOilMatters.org MotorOilMatters.org

|| |

DieselOilMatters.com DieselOilMatters.com DieselOilMatters.com

© 2021 – American Petroleum Institute, all rights reserved. API, the API logo, the API Certification Mark (“Starburst”), the API Service Symbol (“Donut”), and the API Certification Mark (“Shield”) either trademarks or registered trademarks of API. API Marketing & Communications: | PDF and the API Certification Mark (“Shield”) © 2021 – American Petroleum Institute, allare rights reserved. API, the API logo, the API Certification Mark (“Starburst”), the API Service2021-070 Symbol (“Donut”), are either trademarks or registered trademarks of API. API Marketing & Communications: 2021-070 | PDF

_3CV_API_0422.indd 59

APRIL 2022

3/24/22 2:29 PM

ISI LUBESOFT WE HAVE THE TOOLS TO HELP YOUR BUSINESS GROW.

• LubeSoft Mobile Greeter

• ISI Central Mobile Stats

• LubeSoft Mobile Service Review

• CARFAX™ Integration w/ QuickVIN

• LubeSoft Mobile Cashier

• ISIPay™ Integrated Payment Processing (including tap-to-pay, Apple Pay, Samsung Pay, and Google Pay)

• ISI Central Setups • ISI Central Reporting

NOLN.NET

_4CV_ISI_0422.indd 60

3/15/2022 8:38:18 AM