As a fast lube operator, if you weren’t aware of it already, you should know your customers have some very uneasy feelings about having services completed on their vehicles. Their likes and dislikes are very definite, especially with regard to one aspect of the automotive service process, transparency. Surprisingly, at least to me, their feelings haven’t changed very much over the past 25 years. One fast lube survey, which was done over 20 years ago in the early ‘90s, showed, “Over 80 percent of customers equated getting an oil change on their vehicles on par with going to the
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