Express/Quick Service

[rpalmer4]

How many service managers are planning to or have thought of installing an Express/Quick service program, which would include no appointment necessary for light repairs and maintenance work less than two hours? Do you think a service such as this would increase your light repair and or maintenance market share? If you have installed an Express/Quick service program how is it working for your store and do you have any regrets?

[MBailey]

We have been doing express service for 3 years now, and I feel it has allowed us to expand our customer base and market share more than any other single service program we have tried. You need to market it heavily in the beginning and don't expect to see immediate results. You should begin to see a difference within 6-9 months, particularly in regulating the "peak and valley" syndrome of work flow. Make sure you monitor advisor performance continuously to prevent your 1-line R/O's from going out of control. Express techs need to be taught the proper way to do a visual inspection to provide upsell opportunities.

This is the wave of the future in car dealerships. Those that aren't doing it now will be doing it sooner or later.

[RICHLOWE]

I AGREE COMPLETELY WITH MBAILEY. QUICK LUBE SERVICES ALLOW DEALERSHIPS TO "STEAL BACK" THE PORTION OF THE MARKET THAT WE LOST TO THE AFTERMARKET SHOPS.

I FOUND IT NECESSARY TO HOLD THE LUBE TECH'S FEET TO THE FIRE IN THE BEGINNING TO BE SURE HE'S NOT JUST KNOCKING OUT OIL CHANGES AND NOT LOOKING THE VEHICLE OVER FOR UPSELLS.

I ALSO FOUND IT VERY WELL WORTH IT TO HAVE TWO TECHS PER LUBE RACK--TOP AND BOTTOM. THE SERVICE IS DONE MUCH QUICKER ONCE THEY GET THEM DOWN PAT AND THEY FIND MUCH MORE UPSELLS.

[RandyN]

We began two years ago with GM quicklube plus and have expanded it to include while-you-wait services such as 15K, 30K, tune ups,Coolant flush, P.S. Flush, Trans svc, and anything that jiffylube, Midas, tunex, or any of them can do.

It works well provided you advertise it, price the services very competitively, and show your competitors prices too.

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Randy Nowell