No matter where a quick lube sits, to be successful, it’s got to be in tune with the needs and speeds of the local community. Travis Miller, owner of Speedy Lube in Bozeman, Montana, understands this well. And yet, there is such a thing as too fast in the quick lube world, he has found.
Here’s what works for Miller, who came on board at Speedy Lube in 1992 and steadily worked his way up to the position of owner by 2020.
First off, Bozeman is a college town—one that runs non-stop. It’s pricey and fast-growing compared to the rest of Montana, Miller reports, so much so that Montanans refer to it as “Bozeangeles.”
“We stay extremely busy,” Miller confirms. “And for the most part, the business stays lined up with cars from the time we open until we can’t take cars anymore.”
Speedy Lube averages 50 to 60 cars per day, and on a holiday weekend it’s closer to 80. On promo days, Miller says the car count climbs to 100, which is a number he doesn’t actually prefer.
Quality First, Speed Second
The steady Speedy Lube model started with the owner before Miller, he says, giving him a strong foundation to build upon.
Strong, but within reason.
Fifteen minutes is about the average speed in Speedy Lube’s three bays, two of which are devoted solely to oil change. “We do lots of four-wheel drives since we’re in the mountains,” Miller notes.
His team consists of an ample five to six people per vehicle who cover everything with meticulous detail—all fluids, differentials, filters, lights, and wiper blades.
“We do want speed, but we never want to go too fast and compromise quality,” Miller says. “And if anyone complains, we go back to them.”
In addition to well-staffed bays, Miller has a method for making sure the steady pace doesn’t stall.
“We try to cross-train our employees so that if the person under the hood runs into an issue and it’s taking him longer, another person can jump in and help,” he says.
During any incident that poses a possible slowdown in one bay, the Speedy Lube team is mindfully keeping the other two bays moving. “We resolve the situation, and we’re back up to full speed that way, and we’re not playing catchup,” Miller says.
Planning for Vehicles and Variables
To be successful from the get-go, Miller says quick lube owners must carefully assess the types of vehicles in their area. The vehicles serviced at Speedy Lube, for example, are heavily four-wheel drive models.
“A Camry might take just two minutes in the bay,” Miller quips. “But whatever types of vehicles you see the most, train your manager and the team to keep going—steadily.”
At Speedy Lube, Miller has noticed that his team works faster with just a few cars in line. “But if we’re 20 deep and they can’t see the end in sight, we make sure there’s a manager out there to help.”
Miller uses incentives to make sure his managers stay focused, as well.
“The incentives aren’t necessarily based on time,” he notes. Instead, they are focused more on labor. And his managers stand to gain the most when labor is strong and continues along at a decent clip.
“If anybody is out there just ho-humming along, it affects the labor and the amount of managers’ incentives,” Miller adds.
Tuning Up the Team
Staffing naturally affects speed in an industry where timing is everything. And no surprise, finding and retaining high-quality employees is the biggest struggle Miller says he faces.
“I try to staff my shops differently, so I have some young people but I also have some older people to balance it out,” Miller describes. “I’ve been to shops where it’s all young kids, and I like to see some older people there.”
So, Miller’s team includes three people in their 50s, a couple of techs in their 40s, and his own two high school-age kids among the younger workers.
As at any quick lube, the greeter who first sees a customer is a critical component of Speedy Lube’s success.
“We have someone with an iPad meet the customer at their vehicle as soon as they pull in,” Miller notes. That greeter pulls up the license plate, determines if the customer is a regular or not, talks about their vehicle, and walks them through any recommended service.
Like all other services at Speedy Lube, the initial interaction is friendly, professional, and quick—but never rushed.
For Miller, who grew up in a small town and worked at the family gas station, then became a financial advisor up until the attacks of Sept. 11, 2001, the automotive industry and Speedy Lube, in particular, is dear.
“We do want speed, but we’re not necessarily faster than anybody else. We’re more than just the drain fill,” he notes.
Speedy Lube in Bozeman is profitable—in as peaceful a way as possible.
About the Author
Carol Badaracco Padgett
Carol Badaracco Padgett is an Atlanta-based writer and NOLN freelance contributor who covers the automotive industry, film and television, architectural design, and other topics for media outlets nationwide. A FOLIO: Eddie Award-winning editor, writer, and copywriter, she is a graduate of the University of Missouri School of Journalism and holds a Master of Arts in communication from Mizzou’s College of Arts & Science.