2. Mary Nurse / Business Builder III
Driven 3 / Life in the Fast Lane

3. Lube, Oil & Filter RO’s:
2016 – 15,960 RO’s
2009 – 7,844 RO’s

4. The Story

5. To create a unique facility unlike any other.
Our Service Goal:
To create a unique facility unlike any other.

6. Our Service Goal: The priorities of a great customer experience:
Considerate of time
Provide customers with information about their vehicle every time
Value
Convenience
Greeting every guest, every time
Fair price
Consistency
Clean, spacious environment

7. Our Service Goal:
Shared these goals with Gordon Manock of Autoplan- and instantly we were all on the same page

8. This is the Result

9. Core Facility Features:
Cleaning
Software

10. Core Facility Features:
Envirolube
Quick Checks

11. Core Facility Features: Lane Inventory
The priorities of a great customer experience:
Bulk oil
Fast moving oil
Air filters
Wiper blades for all makes and models

12. Staffing: People with the right attitude and smile! Front of Lane:
2 Valet
1 Lane Advisor
Pit Area:
1 In- pit
2 Up-top

13. Process: Pit Stop Consulting
Time studies to determine how to complete the process in 29 minutes
Training for every role
Train the trainer

14. Not just a Lube Lane: Advisor checks:
For recalls, recommended maintenance services
Reviews the Hunter quick check results
20 point inspection results
If customer desires the work finished today, the vehicle goes into the quick service area

15. Customer Highlights: Separate waiting area Complimentary coffee
Newspapers
Wi-Fi TV
Digital Information

16. Accounting: Treated as a separate department
All staff in lane are paid hourly
All payroll is included as an expense in the gross account
Lane advisors are bonused on “Sold” recommendations

17. Marketing Website, retargeting, Facebook…
Mail drops continuously throughout market area and new housing developments
Partner with oil suppliers
Certified Service Programs
In-house digital TVs
Sales to Service Handoff – during sales process and delivery

18. Traffic:

19. Traffic by Model Year (2016):

20. Average Bay Time by Year (2016):

21. Traffic By Make (2016):

22. Customer Experience: