As tire and service shop owners, we are always seeking ways to boost customer count, increase sales, and ramp up profits. One proven method to achieve these results is the implementation of a consistent, efficient, and customer-centric oil change process. Here, we’ll break down an effective five-step process that can be easily implemented in your shop.
Why this 5-Step Oil Change Process?
The primary objective of this process is to increase sales and productivity in your shop. This strategy not only ensures the speedy and accurate presentation of estimates to customers but also standardizes inspection procedures. The process enables accurate scheduling and promotes a more professional and efficient working environment.
Step 1: Before Lifting the Vehicle
The process begins with the vehicle being pulled into the first available bay. The technician records mileage and inspects all bulbs, blinkers, and wipers, along with a washer fluid test. The underhood inspection then begins, focusing on the key seven: air filter, cabin filter, battery, brake fluid test strip, coolant test strip, belts, and hoses. Hoses should be recommended if they have original clamps and are over six years or have 60K miles on the vehicle. If air filters and cabin filters are dirty, these should be set aside so the service advisor can visually present them to the customer later.
Step 2: Inspecting Tires, Front End, and Brakes
The vehicle is then racked and brought to level for the technician to properly inspect the front end, tires, and brakes. The tech also checks all four tires for damages and any irregular alignment wear. The suspension and front end are examined for worn parts, and the brakes are inspected.
Step 3: Finishing Under Car Inspection
Next, the vehicle is raised to final height, and the under-car inspection begins. The technician should document the exhaust and any fluid leaks at this time. After the inspection, the service advisor presents the findings to the customer while the technician drains the oil and changes the filter.
Step 4: Lowering the Vehicle and Completing Add-on Services
After lowering the vehicle, the service advisor pulls the parts sold and returns to the shop for review with the tech. The technician completes all required services on the vehicle. Upon completion of all work, the service advisor should sign off on the final inspection.
Step 5: Securing the Next Visit
The last step involves securing the next visit. The technician installs a window sticker with the date for the next service and moves the vehicle to a parking spot. The service advisor then reviews all declined recommendations with the customer and works to schedule them within the next 30 days. Finally, the customer is cashed out with a sincere thank you.
The 5-Step Recap
The goal of this process is to enhance productivity and sales in your shop. The estimate should be presented to the customer within 15 minutes of entering the building. By standardizing what to inspect and when, as well as knowing what to present and how to present it, we can schedule more accurately and improve customer satisfaction. This process lays the foundation for consistent customer and sales growth, fostering a healthy cycle of repeat business.
So rev up your service shop’s efficiency and profitability with this five-step oil change process. It’s time to drive your business forward!
As Always, Good Selling!
Pat
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