Most all of us have been through the experience of getting our oil changed at a quick-lube. There are many different quick-lube companies but, overall, most all of the quick-lube companies in business today are operating under a similar business plan. Now, one can argue whether a quick-lube business plan is effective, or not, but I like to think that my 20-Minute Oil Change exercise can teach us all a little bit about Expectation Management, Client Service, and Sales.
Before you begin, take a few minutes to visualize your last oil change experience - from the minute you pulled up, through the waiting period, to the second you pulled away.
Now, let's get started.
A 20-Minute Oil Change
A. Do you need to know anything about oil, or your engine, to get your oil changed? Explain.
B. List, in order, the tasks a 20-Minute Oil Change company goes through from the time you arrive at the garage to the time you depart.
C. What are your expectations when you arrive to get your oil changed?
D. How often does the oil change company meet your expectation(s)? Give an example of one expectation that is typically met, and one expectation that is typically not met, or hasn't been met in the past.
E. What determines if you will go back to the same oil change company again? Remember, there are a lot of different locations and businesses that can change your oil.
F. How do the tasks that take place during a 20-Minute Oil Change relate to the tasks necessary to do your current job well? Explain.
Final Torque:
The purpose of the 20-Minute Oil Change exercise is to take you through a company's process from start to finish. Most all of us have had the experience of getting our oil changed and, although there might be other business examples we can use for this exercise, the process of the oil change is very consistent from location to location and from person to person. Take some time and thought on the above exercise. Tomorrow, I'll provide the discussion portion of the exercise. I look forward to our discussion, and to comparing our thoughts.
-MAC
Enjoy Your Ride On The Flywheel.
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