Providing quality service, consistently, goes a long way, which has been proven by one of Lube n’ Go’s valued customers, Robert Vigil, whose 1999 Chevrolet 2500 cargo van recently exceeded one million miles. Vigil owns a delivery service based out of El Paso, Texas, and travels far and wide to make deliveries. The majority of his travels take him through west Texas and southern New Mexico, but that hasn’t stopped him from traveling as far as Denver and Los Angeles.
“It’s rare you can get them to last this long,” Vigil said.
Vigil is the original owner of the nearly 20-year-old van he purchased in 1998 from Rudolph Chevrolet in El Paso, Texas. It’s clear Vigil firmly believes in the importance of regular automotive maintenance. The employees at Lube n’ Go in El Paso, Texas, have really developed a great relationship with Vigil throughout the years, and they know to expect him like clockwork.
“Mr. Vigil has been a loyal Lube n’ Go customer for years,” said Ray Rojas, Facility Manager at the Lee Trevino location of Lube n’ Go. “He cares greatly about his vehicle, as he drives many miles daily. He is very timely and thorough with his maintenance and completes all services due. We see him often, and he is very friendly with the entire staff. We are lucky to have a personal relationship with him, and we look forward to continuing to service his van for many more miles and years to come.”
Upon the release of an article in the local newspaper regarding the mileage on his van, Vigil wrote a kind note to the Lube n’ Go staff thanking them for their hard work over the years. He then attached the story from the newspaper, had it laminated and took it up to one of the shop locations.
“To the Lube n’ Go crew, many thanks… thanks a million for your attention and expertise you have given my van throughout the 18-plus years I have been going to your shops. I have never gone anywhere else! You helped to make it happen,” Vigil wrote.
One million miles is not an easily reached milestone, but regular maintenance and proper oil changes are obviously the way to make sure vehicles last as long as they can. Lube n’ Go is certainly doing something right. Vigil trusts the experts at Lube n’ go and even offers a bit of advice to fellow drivers.
“Try to fix something that needs to be fixed right away,” Vigil said.
Creating a lasting relationship with customers is crucial in the quick lube business. Not only does it help increase customer count through referrals, but it strengthens the trust factor that the industry has struggled with for so long. Not every customer is going to be like Vigil, however, creating an environment where you can recognize repeat customers by name and put in the extra effort to make them feel comfortable will have them coming back for decades.
Not only will Vigil continue to go to Lube n’ Go for service work, “I’ll still be driving it until it refuses to go,” he said.