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The Latest

Notice: New NCWM Oil Labeling Standards

As of July 1, the National Conference on Weights and Measures (NCWM) implemented new standards regulating vehicle engine oil labeling on customer receipts.  Responsibility is placed on the shop to comply with the standards.

As a service to you, ISI is providing this general information on the standards and links where to find more information.

 The new NCWM standards require the following information about engine oil to be included:

  • Viscosity Classification (preceded by the letters SAE)
  • Name, brand, trademark, or trade name of motor oil
  • Engine Service Category
  • Obsolete Service Category warning

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Standard Operating Procedure: Why Consistency is Key

There is a reason for the way we do things in the Fast Lube Industry. Consistency. Customers need to feel comfortable knowing they will get the same quality of service each and every time. That is why we all need Standard Operating Procedures in place. One statement I always hated to hear was: “They didn’t do that last time!” Consistency should be a bell weather mark in our stores.

We established the 3 “E”s in our Standard Operating Procedures. This means everythingis done to every car each and every time. This builds consistency and in return, the customers know they will get the exact same service every single time.

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Build Consistency

Customers need to know they can expect the same quality of service every time they come to your shop.  Consistency breeds confidence: confidence in your service; in your team; and in your process.  This is why we all need Standard Operating Procedures in place.

We have established the 3 “E’s” in our Standard Operating Procedures.  This means everything is done to every car, every time.  This builds consistency and in return, the customers know they will get the exact same service every single time.

Here are some examples of Standard Operating Procedures.  By setting the standard of completing courtesy services in the same order, you can accomplish two things.  First, you are able to ensure the courtesy services are completed timely and efficiently.  Second, technicians are able to gauge the progress of other courtesy techs, which allows them to jump in and assist without needing to ask, “What needs to be done?”

Service reviews must be presented to every customer, every time.  In a recent study we conducted, we found that service reviews were only being completed 18 percent of the time.  What’s interesting is that 73 percent of those completed reviews resulted in add-on goods and services.  Numbers don’t lie – the more service reviews you complete, the more add-on goods and services you will sell.  Need we say more?

Build a better bottom line by creating consistency in your business.

Questions? Please contact us: isi@ints.com

In-Car vs. Waiting Room Quick Lube Service

My first ever visit to a quick lube was in August of 1969 while serving in the United States Air Force. I was traveling from Colorado Springs to Champaign, Illinois in my new Triumph TR-6. While traveling across Nebraska, I needed an oil change. In some now forgotten obscure town I noticed a facility that I would later realize was a quick lube. It was housed in a military surplus Quonset hut. The facility had a dirt floor and a single narrow trench rather than a pit. Little did I know then that this concept would become my life’s career seven years later. If someone reading this recognizes this fast lube facility, please call me. I want to thank them.

The quick lube facility did not include a waiting room. I remained in my car for the service.

Seven years later when I opened my first facility, we had a waiting room and included an interior vacuum with our oil change. Two years later we decided to make a fundamental change to our service. We abandoned the interior vacuuming and modified our facility to become a drive thru, keeping customers in the car. What resulted was enlightening. We found the following benefits as a result of this shift.

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Say Hello In Style

When you greet your customers, are you meeting them at their car? Are you greeting them with the latest technology? Mobile Greeter allows you to greet, consult, and advise customers from the palm of your hand.

As soon as your customer drives onto the lot, Mobile Greeter on your iPad works with either Carfax QuickVIN or bluetooth scanning to instantly acquire vehicle VIN with year, make, and model. Greet your customer by name, review service history, and add services to the work order from anywhere on your property. Welcome your customers from the comfort of their own car.

Let the way you say hello to your customers set the tone for the rest of their experience at your shop.

Questions? Please contact us: isi@ints.com