A Tribute to and Advice From Industry Legend, Joe Haggard Editor’s Note: Joe Haggard was connected with the fast lube industry in some way for nearly 40 years. In his final column, he wanted to pass on to the next generation what he considered the 12 most important factors to successfully operate a fast lube. With his ever-present due humility, he noted most were not his original thoughts, but all were incorporated in some way and had successful results. In memory of Haggard, who passed away in July, we wanted to pass on this advice one final time. Our

Editor’s note: To read Part I of Haggard’s “Top 12 Factors of Fast Lube Success,” make sure to check out the July 2015 issue of NOLN.7. Think about the little thingsCustomers don’t return because you did a good job changing their oil and filter. The little things you do are the reasons customers become regulars. In all my years, I never received a single atta-boy letter complimenting us on how well we changed oil, but there were many that praised our setting tire pressures — including the spare — or bringing a cup of water to their dog or letting them

Editor’s note: To read Part I of Haggard’s “Top 12 Factors of Fast Lube Success,” make sure to check out the July 2015 issue of NOLN and to read Part II, check out the August 15 issue of NOLN.9. Building design and equipmentChoosing equipment and tools is a major decision for a newcomer to the business because once they’re installed, they’re difficult to change. I would make the following recommendations:a. Have two small compressors rather than one big compressor. Air consumption is not very high, but it is essential. When one compressor is down for maintenance the second will

I’ve been connected with the fast lube industry in some way for 37 years. It’s time to pass this spot on to someone younger and more in-tune with current dynamics. As a final write, I would like to pass on to you what I consider the 12 most important factors to successfully operate a fast lube. With due humility, I confess most are not my original thoughts, but all were incorporated in some way and had successful results.1.     Communicate.Attend conventions and visit with every operator you can. Most of the great ideas I’ve picked up over the years have

Fast lube operators today face more challenges than in years past. Payroll costs are higher, real estate is more expensive, vehicles are more complex and there are more government regulations to contend with and competition is much more prevalent.It’s time to think outside the box — again. You see, the fast lube industry began with pure outside-of-the-box thinking. Before opening my first facility in 1979, I discussed it with a lot of those who performed oil changes in general auto repair shops, service stations and dealerships. Every single one thought it was insane to focus on performing the one

Retirement has a lot of great things going for it. The two biggest advantages are freedom and time. You have the ability to get up when you want, do what you want, say what you want and have the time to do it all. My alarm clock was sold at a yard sale long ago and the stack of 3x5 notecards once used for daily to-do lists was tossed aside. Now, there’s time for browsing through the chest of memories and mentally giving thanks for the people and events that make life worthwhile.As I reflect back over my nearly

Leading can be defined as simply motivating others to behave the way you want. Being the boss may give the ability to dictate others’ behavior, but simply demanding performance will rarely achieve the highest level of success.Early on in my fast lube days, I had the opportunity to be a sponge and absorb great thoughts and ideas from many operators all across the country. One of those operators was a man named Larry Dahl. Dahl’s philosophy of managing and leadership stands out the most when I think about any secrets to success I know of. His philosophy changed my

I think management’s job can be summed up in a single statement: deliver the highest possible value to the customer at the lowest possible cost.Fortunately in a fast lube, there are many ways to increase the customer’s perception of value received at little or no cost to the operator. The challenge is to present them in such a way that the customer takes note.I’m a big fan and supporter of the “keep ’em in the car approach” because with the customer seated at the center of the action, many favorable perceptions can be created without undue effort or time.

When was the last time you saw what people are saying about you online? What does your online reputation say about your business? With more than 76 percent of consumers reading online reviews before visiting a local business, your online reputation is essential to maintaining and growing your customer base.Maybe you’re thinking, “There’s not enough time in the day. I can’t keep up with all the sites,” or “Why does it matter what they say online?”With consumers having easy access to all the social networking and review sites through their digital devices, your online reputation/digital marketing has now become

I’m a customer at a wide variety of businesses. You name it, grocery and hardware stores, restaurants, theatres, banks, flea markets and fast lubes I’m there. Having been in business for a couple decades myself, I can’t resist mentally evaluating why I patronize a particular establishment, how they are managed, the attitude of the employees and their methods and procedures.I’ve found that all the things I like can be summarized in one statement, “They care.” They proactively care about their facility, employees and customers. Caring sounds simple, but the challenge is to proactively incorporate it into the operations manual, employee