Oilstop…More Than Just an Oil Change!
Serving people with excellence, humbly, with a servant’s heart
David Beaty is a firm believer that guests deserve a great experience, just as they deserve honesty and integrity from merchants. Beaty’s OilStop franchise—one of about 30 in the Western States but the only one in New Mexico—accomplishes that by incorporating some unique features into what for most people have been fairly mundane automobile maintenance tasks…changing the oil and washing the car.
“In the automotive service business,” Beaty explains, “many people feel they’ve been ripped off, whether by being sold parts they didn’t really need, or by paying for services they never really received, or some variation of those complaints.” So what he felt the buying public needed was a service experience that allowed the guest to be assured their money was well spent. With that as a driving force, he launched his OilStop franchise operation 28 years ago in Santa Fe, New Mexico with a major twist…the guest stays in the car. “We keep guests in the car so that they can see and hear what’s being done during the visit, and so we can engage them and interact with them personally during the visit.”
The uniqueness of this approach caught on pretty quickly, Beaty reports, and guests repeatedly expressed an appreciation for the personal touch. “And beyond that,” Beaty notes, “we’ve been able to build a level of trust with our guests because we’re cheaper than the dealer and faster than the dealer, and because they’ve come to recognize that everything we do will meet or exceed the specifications of their automobile warranties.”
After 10 years of successful operation as an oil change business, Beaty further expanded his approach to total customer care by adding a full-scale, drive-through carwash. “The car wash we operate uses high-quality biodegradable cleaners, with soft cloth and closed-cell foam to produce the best results without scratching vehicle surfaces.” With options that include interior and exterior detailing, the car wash facility complemented the automobile service component of OilStop’s community presence, propelling them to the top of the charts for their business niche.
And through the years, even more “customer friendly” service enhancements have been added. Nowadays, in addition to taking care of a vehicle’s inner and outer needs, a visit to Beaty’s operation includes the offer of a complimentary beverage, free wi-fi service, and a complete record of each vehicle’s service history. All of this, of course, while relaxing and observing from the luxury of your vehicle. Here’s a testimonial from a satisfied OilStop guest that puts the experience in perspective: “It is like taking your truck to the doctor to get its health report. The 33-point inspection gives a status of the quality of lubes, fluids, points out any hazards… they even cleaned my air filter. OilStop is my vehicle’s current primary care physician!!!”
One of the keys to OilStop’s success is Beaty’s focus on ensuring that the enterprise is staffed with people who share his concern for the customer. “Our operations staff consists of about 30 dedicated people,” explains Beaty, “and we’ve been very careful in how we recruit when turnover occurs.” In a business where career opportunities are generally considered to be non-existent, and where jobs are often characterized as menial or dead-end, it’s not surprising that Beaty’s focus on hiring quality staff members has produced a workforce totally dedicated to serving the guest. “I have some employees who have been with be more than 18 years,” Beaty notes, “and that’s because we make certain we agree on how best to meet our guests’ needs.”
Beaty is also a staunch advocate of teamwork and training, so much so that every Friday morning begins with a leadership meeting for managers and key assistant managers. “In these weekly sessions,” Beaty notes, “we stress the importance of integrity as the foundation for success, along with the importance of working together to make that individual connection with the person choosing to be our guest.” With at least three OilStop people working on the vehicle at all times, this focus on teamwork is essential to presenting the company’s face to the public in the best possible way.
So, next time you’re cruising through Santa Fe, New Mexico, you might want to plan a side trip to OilStop to take advantage of a unique and satisfying experience…for you and your car!
Notice: Theme without comments.php is deprecated since version 3.0.0 with no alternative available. Please include a comments.php template in your theme. in /home/www/amacsmallbiz/public_html/wp-includes/functions.php on line 4597