While quick lube shops definitely see plenty of older vehicle models, models from 2020 and onward make up more than half of business for shops like East Albemarle X-Press Lube in Albemarle, North Carolina, showing that there is a demand from owners of newer, more advanced vehicles for quick lube services as well.
With newer vehicles comes different challenges. Recently, shop owner Allen Furr shared what his strategy is for not only accommodating newer vehicles, but being the obvious best choice for them.
Editor's note: This interview has been edited for length and clarity.
NOLN: Do you see a lot of newer vehicles come through your shop?
Allen Furr: Yes, we see a lot of new cars. The dealerships in our area are not competition to us. We're very fortunate that we don't compete with a dealership—folks bring them to us and then go to the dealership for warranty.
NOLN: How have the needs for newer vehicles’ maintenance changed?
Furr: Obviously, drive cycle’s more. They're driving more miles based on manufacturer recommendations. We are still recommending 5,000 on the synthetic oil change. We're seeing a lot of oil consumption if they go much more than 5,000, but we do see a lot going 10,000.
NOLN: What are the benefits of taking a newer model to an independent auto service center over a dealership?
Furr: We almost have to staff one person to do the maintenance procedures on all these “check maintenance” lights. So, we have to know all the manufacturers’ processes for how to reset the lights—tire lights, that kind of thing. We've almost had to add an employee, and their job is to make sure the electronic part of the oil change is done correctly, just as much as the physical, mechanical part.
We don't upsell. If it needs it, we sell it. If it doesn't, we don't. If somebody, for instance, buys a Toyota, they’re 30 miles from the nearest dealership. They have to make an appointment, drive there, spend two hours at the dealership—so they've spent four hours there, when they can come here.
Our average bay time is eight minutes, and there’s no appointment. We do about 115 cars a day, and we just roll them through. My labor is really high because of how many employees we have to do them that quickly and accurately.
NOLN: Do quick lubes need to make an active effort to attract owners of newer vehicle models?
Furr: We don't advertise. We're doing 115 a day, so we're maxed out without advertising. Ours is word of mouth, due to the efficiency. Our customers tell the other people, and then we let word of mouth handle that. Honestly, probably 65% of our vehicles are 2020 and newer.
NOLN: How can quick lubes prepare for customers with newer model vehicles?
Furr: I read a lot of National Oil and Lube News. I rely on the information in there. And then our point-of-sale system does a pretty good job of keeping up to date with service manuals. My guys are really good. They educate themselves. They're actually on social media and watch content from dealerships.
They are cognizant of the nuances of the newer vehicles. So, when they come in, usually we just fly right through them, because they watch videos about them. YouTube's very useful to us—we use that a lot.
We use Purolator filters, and they have an app. So, the technology piece is important on the newer models, and to see how others have done it. If somebody's putting it on YouTube, they’ve probably already messed something up. And so, we watch them to see how it can be done correctly.
We do have a formal introduction training class for my technicians. After that, my average employee tenure is probably nine years. So, these guys are professional, good, and they educate themselves. We do communicate about the changes in vehicle models, and we're consistent on what we tell customers.
