Speed Versus Service: Which is More Important?
(Continued)

“If you have a four-bay shop, and someone wants service that takes half a day, that’s okay, because you can put that vehicle in that fourth bay,” Bandy said.

That said, there are times when some of the Lube Center Management’s shops have to put limits on the number of lengthier services they can perform. Bandy says it all depends on the shop. Each store has a different volume, and most of the time the volume is heaviest at the beginning and end of each month. That makes the middle of the month the best time for his service writers to respectfully encourage customers to get other services done. Each manager has to look at his business flow and decide the right mix of bays dedicated to just oil changes and bays dedicated to other work.

“Some of our locations have so much quick lube volume that they sometimes just don’t have the time to do the more extensive stuff,” said Bandy. “You have to make the decision based on business flow.”

Other factors can impact that decision as well. A smaller facility with fewer bays will have less capacity for extensive services than a larger facility would. The expertise of the crew can also make a difference — if a location has highly skilled mechanics that can do a job quickly without sacrificing quality, that gives the manager more flexibility.

Keeping a loyal customer can also come into play. Bandy encourages managers to be more flexible with workflow for a customer who comes in frequently.

“We won’t get into really major stuff like engine rebuilds,” said Bandy, “but if a loyal customer has something that he wants done, we’ll make sure we find a way to get that done without impacting the dedicated quick lube bays. If a good customer wants a service done, and we have the expertise to provide it, we’ll find a way to meet the request.”

Ultimately, the factor that takes precedence at all times is maintaining a focus on customer service. For Bandy, that means keeping speed at the forefront.

“You can’t sacrifice that speed, or you become a general repair shop, as opposed to a quick lube,” he said. “That approach has worked out very well for us.”

It’s also an approach that any savvy quick lube operator would likely be wise to consider.

TOM SEGLETES is the Americas Automotive Marketing advisor, Installed, for ExxonMobil Lubricants and Specialties and leads the company’s Mobil 1 Lube Express program. He may be reached at: thomas.e.segletes@exxonmobil.com

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