Your First Day

After your first day at work, please complete this survey:

Survey about your First Day

You will begin by learning these:

  1. Tires Grease Sticker includes checking tires, lubricating hood latch and driver’s door hinges, installing a reminder sticker, and washing windshields.  You will call out “Tires Grease Sticker complete bay one” loud and clear so everyone knows you completed this step.
  2. Loud Clear Calls improves safety and improves customers confidence about us. We will check you by sitting in the lounge while you are on the farthest bay away, and we must hear you over the sounds of traffic, engines, compressors and other employees working.  You will say “CHECK!” when responding to other employees instead of “Yes” to reduce confusion on the job. When talking to customers you will say “Yes” like you normally would. If we see you talking to customers or other employees, and they have to lean towards you to hear you better or if they have to ask you to repeat what you said, that’s not loud enough. If we see that a few times you will be dismissed. You must be loud to work at Oil Express.
  3. You may not close hoods of cars you service.  Experienced managers may not close hoods of cars they service.  A second person will always verify that our work is perfectly completed.
  4. Your MANAGER will inspect your work and close hoods.

When you do the above perfectly and the Manager feels that you will learn easily, he will train you to do more.

Watch the 4:35 minute video below about the above techniques for New Employees.

Click the picture to open the video, or click the button.  It’s the same video.

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We are Customer Service

We are not Auto Repair, you were not hired to be a mechanic.

Walking near a customer or coworker and not acknowledging them will be considered indifference. Customers, coworkers and your supervisor expect you to be Polite, Friendly, Caring, Appreciative and a Gentleman. Open doors for people. Say “Thank you.”  Say “my pleasure” when someone thanks you. When you walk within five feet of a customer say something nice, like “hello” or “how are you today?” or “good to see you again.

Customer Service includes hospitality.  All employees of the company, including managers, participate in cleaning bathrooms, cleaning floors, pulling weeds, picking up garbage on sidewalks, painting inside and outside the shop, washing windows and other such maintenance tasks. You are paid hourly, even when there are no customers, to prepare for future customers.

Managers duties include inventory, scheduling, sales, training, technical issues, customer complaints, consulting with other Oil Express managers and attending leadership meetings. It’s your mistake if you think your manager is not working as hard as you.

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What is Full Service?

What we say:  Our Full Service Oil Change includes up to 5 quarts of oil, a new oil filter, chassis lubrication plus we fill your tires and check your fluids in under 10 minutes for $34.99, or with Synthetic Oil it’s $54.99.

What we do is much more. Click the button below for a PDF of how we do our Full Service Oil Change.

Full Service DetailsFull Service ScriptFull Service Calls

Fuel Induction Service

TIP 1   Connect fuel cleaner hose to a vacuum line nearest the intake, and DO NOT use the brake booster vacuum hose. Using the brake booster hose will cause brake and ABS warning lights to come on and will cause customers to panic because fuel systems have nothing to do with brakes.

TIP 2   Use a ODB2 Scanner to reset the warning lights after the service is done, even if there is no warning light.

Watch this video to see how we do our Fuel Service:

Our Fuel Service Procedure

The next video is Wynn’s marketing video:

Wynns Fuel Cleaning Service

Watch this video. It is not about our service, but it does talk about why cleaning fuel systems is necessary.

Does fuel induction cleaning work?

We do not “SELL” fuel cleaning service. We only ask about it in the greeting so customers who think about it might ask us to do it. All we say is, “When was the last time you cleaned your fuel injectors?”

Guide In A Car

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Exiting A Car

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Speed

The FIRST REASON customers come to us is that we are fast.

Customers expect FAST oil changes in under 10  minutes. To customers that means from when they arrive until when they leave. Technicians must complete Full Service Oil Changes (with Final Inspections) in under 8 minutes.

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Service NOT Sales

Show them their air filter compared to our new air filter, tell them the price to replace it, ask if they want it.

SHOW  “Sir, here’s your air filter, and here’s a new filter.”

TELL  “It costs $17 to replace.”

ASK  “Would you like me to do that ?

You may not change procedures. Anything else you say will cause a reprimand or termination.

If you say “it’ll improve your fuel economy” or “it’ll make your car run better” that’s not allowed, so don’t do it.

Never say “you can wait until next time”

Never blow out air filters – high air pressure will damage air filters and that will allow dirt into the engine, which will cause damage.

Some customers will say no – get used to it, and keep showing air filters as you are required and trained.

We service cars the same way every time, you must show air filters to all customers.

 

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Answer The Phone

Before it rings three times.

Thanks for calling Oil Express, this is Eric, how may I help you?

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Service NOT Sales

Show them a few drops of fluid compared to new fluids, tell them the price for service, ask if they want it.

SHOW  “Sir, here’s your transmission fluid, and here’s what new fluid looks like.”

TELL  “It costs $120 to service.”

ASK  “Would you like me to do that ?

You may not change procedures. Anything else you say will cause a reprimand or termination.

If you say “it’ll improve your fuel economy” or “it’ll make your car run better” that’s not allowed, so don’t do it.

Never say “you can wait until next time”

Most customers will say no – get used to it, and keep showing fluid samples as you are required and trained.

We service cars the same way every time, you must show fluid samples to all customers.

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Greet Customers

We practice several times a day to make it easy. Done properly, this should take 30-40 seconds.

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Greeting Script

We Give RAISES

to you if you are enthusiastic about your job and your supervisor, and if customers like your positive attitude, and if your sales results outperform expectations, and if you are a fast worker, and you have an attitude about getting work done quickly.

If you service more cars downstairs, you must be fanatical about fast perfect service and a spotless basement.

If you are a manager, you are able to get employees to work as required, your shop is spotless and your car counts are higher than last year and your sales are better than average managers.

We WARN & TERMINATE

Click the link for a sample of WARNING letters that managers will use to keep you on track at work. Don’t say we didn’t warn you!

Employee Warning Notices