Express Lube

[X476]

We have justed started The express lane program with Chrysler. We curruntly are using appointments for LOF and pre-work orders, We have the person doing the pre write check history and mark down the last time and mileage various maintenance items were performed. That is then attached to the pre-write. With express lane, Customers don't need an appointment so there is no pre-work order. Our advisors are having an issue with not being able to have the history available at write up. Does anyone have an express lube that has a nice write-up and selling process that is fast, complete and easy?

[harleygrl]

One of our staff members will greet the customer as they pull up to quick lube and walk them inside to a service consultant that is dedicated to the quick lube. The service consultant then consults with the customer on the vehicle history, our good/better/best oil changes and the Multi-point inspection.
This enables the quick lube to get started on the inspection while the service consultant is working with the customer. This seems to work very well for our store.

[john]

Be careful!

I ran quick lube for 15 years in my shop and there are a lot of potholes you can fall into. Using your normal service write-up process for Quick Lube customers is a potential problem.

1. Quick lube customers are different than reservation customers. They EXPECT convenience - easy/quick in/out.

2. Reservation customers expect a detailed write-up - quick lubers do not.

3. Implement a quick lube process with the focus on customer convenience - not selling!!
(sell as a response to need - do show and tell)

4. Visit a Jiffy lube and see how they do it. They make big money doing things dealers loose money on - observe and take notes - then apply those lessons in your shop.

5. Limit your quick lube services to those things that make sense for your level of business and the number of dedicated quick lube techs you have.(sell major services and repairs into the main shop)

6. Require MPIs on every vehicle. Even the 3500-mile service gets an MPI. (There are good CSI reasons)

7. Sell under the car (bad news show and tell)- not in the waiting room.

8. Give customers good news in the waiting room in front of other customers - compliment the car and complement the customer when maintenance is up to date.

9. Set Key performance metrics (KPIs)for service advisor performance (.7 hrs per R.O., effective labor rate 90% of door, parts and labor gross at 32% and 65% respectively. Stock and sell wiper blades, air filters, cabin air filters, and always do fluid checks to show the customers.

Techs do the MPI while doing the oil change and submit the completed MPI with recommended repairs/services within 10 minutes of putting the car in the air.

There are many more elements I could include. The bottom line is that with the proper process in place, quick lube can be THE MAJOR DRIVER for profitable service for the entire shop, and your customers will LOVE the experience.

Call if you have any questions.

John Conner
pika68@aol.com
815-654-1450