Fast Lube Training
One of the great NFL coaches, Bill Parcels, is noted for having said, “If you start listening to the fans, you’ll be sitting up in the stands with them.” To me, that is a profound statement from an excellent trainer. It simply means, that when you adapt your training, according to the notions of those receiving its intended benefits, the results achieved will place the trainer and the trainees at one inevitable destination — right back where they started, in the very same condition the trainees were in when someone determined they needed to be trained.
If you are charged with the responsibility of training the service team in your fast lube, or anywhere else for that matter, you will be well served to keep in mind that when someone enthusiastically says, “Yes, I want to be trained, I want to be better and I need what you can give me!”, there is a very good probability that there is an unsaid portion of their plea for great training. It is simultaneously going on in the back of their mind and will sound more like, “I’ll go with this until you make me uncomfortable or until you try to change what I was doing before you got here pal!”
When it comes to training, almost everyone says they want it, but too few really believe they need it. That may be true of any discipline. When it comes specifically to fast lubes, the very simple fact is that whether you’re a multi-store, mega franchisee or a one-store operator, and whether you’ve been in the industry since the days when you used a calculator to tally the day’s receipts or since yesterday, when you communicate with customers in messages preceded by a #?*!, believe these words — you need training in all facets of your operation, and you need it now!
So, let’s spend just a few minutes together considering three important aspects of fast lube training.
Let’s Go To The Movies
To me, a movie can look like life being played out right in front of you. You may be surprised to learn that there have been some great movies that teach effective fast lube training techniques. So get your popcorn and soda, and let’s learn to train from the movies.
Movie: “The Cowboys,” 1972
Star: John Wayne
Segment: “Stuttering scene”
Set up: Wil Andersen (John Wayne) has hired some 12- to 15-year-olds to help him drive his herd to market. During the drive a boy is thrown from his horse into the river. The drowning boy’s partner, “Bob,” who has a bad stuttering problem, is attempting to get Andersen’s attention to help save the boy. The scene picks up after Andersen has thrown a rope to the boy and pulled him to safety. He then goes over to where Bob is standing and the training exchange begins:
Andersen: “You almost got your friend killed ya know!
Stuttering boy, Bob: (Stuttering) “But I tried.”
Andersen: “The hell you did! If you’d have been out in that water, we’d have heard you loud and clear!”
Bob: (Stuttering) “But I tried.”
Andersen: “You listen to me you whining little whelp! You’re going to stop that stuttering, or you’re going to go home!”
Bob: (Stuttering) “Son of a @#$&h!”