Last week I had the oil changed in my car. I was in a
hurry so I stopped at one of the many “quick-lube” places. This one happened to
be near my bank and on the way home. I went in planning to get an oil change
that was fast and cheap. That was my expectation.
What I got was entirely different. But in a good way.
The management of this chain of oil change stores (Valvoline Instant Oil
Change) clearly has done their homework. They get a much higher price for their
oil changes than I’ve ever seen. In fact the price was about double what I
expected to pay.
Yet I was happy to pay it and I’ll gladly go back.
The reason is, I left there feeling very good that my car had been serviced
thoroughly, completely and professionally. I had no doubt that everything had
been done right.
The reason I had no doubt they did everything right was because they showed
me. Every step of the way, they showed me what they were doing. And they told me
what they were doing. They advised me about the type of oil my car manufacturer
suggested. They showed me the existing air filter so I could see its condition.
They told me how often my car’s manufacturer suggested the air filter be
changed. This enabled me to make an educated decision about whether or not to
replace it that day.
In the service “pit” they worked as a well-coordinated team. They had a
lengthy checklist of things they did. They called out confirmation of things
being done and checked. While the service team did that, the third team member
was back and forth communicating with me frequently.
They helped me understand better how to maintain my car. They showed me they
were informed about the brand and model of my car. They showed me they had
processes in place to make sure everything that should get done, did get done.
They asked for my input whenever a decision needed to be made but they were
never pushy about trying to sell me more.
In short, they impressed me by their actions.
No amount of advertising, sales pitches or coupons could have the same impact
as they did. By doing their jobs well and by executing some very specific and
well-thought out processes, this team of service people wowed me like I have not
been wowed in a long time.
There is nothing sexy or cool about oil changes. It’s a dirty, boring job.
And as a customer, it’s not very exciting either. There are plenty of other
things I’d rather do than sit in a service station and wait for my car to get
But this crack team of automotive service professionals made it exciting.
They made it a memorable and pleasant experience. The experience they gave me
was peace of mind that my car is being maintained as it should. They gave me the
comfort of knowing they did everything my car needed (or advised me of what the
I left there confident my car was in good hands.