In the early beginnings of Lube Town, Amy realized she could significantly elevate customer express oil change center experiences by incorporating her computer science smarts as well as her military call and response background into her business practices.
“One thing that shocked me very early in the industry was that my franchised competitors in the automotive world could live with a three percent error on the vehicles they serviced,” explains Amy. “That’s three vehicles damaged for every 100 oil change. To me, that was unacceptable and that’s why Lube Town has made it a priority to focus on delivering flawless service on every single vehicle maintenance we perform well before worrying about profits.”
Lube Town’s proprietary military call and response procedures has been the mechanism used to deliver absolute efficiency and reliability. By leveraging a highly rigorous operational flow for each oil change, Lube Town technicians can be fast and precise but never hurried. Every drain plug is checked three times for correctness by two different experts before a vehicle is allowed to leave.
“Something as simple as replacing an oil filter requires a verbal call and confirmation on gasket removal check, a visual confirmation on the gasket check and finally physical confirmation of the removal of the old gasket prior to replacing it with the new one,” tells Amy. “A small thing as forgetting to remove a gasket can cause a double gasket issues where the oil filter is not seated properly, which could results in leaks leading to engine damage. After the gasket check, a pressure test is also used to ensure everything is back in order.”
These are just a small sample of the number of steps involved in Lube Town’s military call and response system to ensure customers’ complete satisfaction.