A One-Way Chat w Mr Lube

From: Mr Lube Club [mailto:mlc028@mrlube.com]
Sent: November-21-10 10:49 AM
To:xxxxxx

Subject: Thank You for visiting Mr. Lube Kingston Road

Dear Klein Mark, We'd like to thank you for your recent visit to our store at Kingston Road. We trust the service to your 2006 Kia Sportage was completed to your full satisfaction and would like to hear about your experience. To tell us what you think of your recent service, simply reply with your thoughts or contact us directly at (905) 839-1744. We look forward to hearing from you, and to serving you again. Regards, Ajit Albert Store Manager 1195 Kingston Road Pickering, ON L1V 1B5 (905) 839-1744 Mon-Fri 8 am-8 pm, Sat 8 am-6 pm, Sun 9 am-5 pm

From: Mark Klein [mailto:markmad@sympatico.ca]
Sent: November-22-10 10:41 AM
To: 'Mr Lube Club'
Subject: My thoughts on my Recent Visit to the Mr. Lube Kingston Road

Hi Ajit!

Thanks for asking.

If you folks are truly interested in becoming world-class, you need to understand what the customer considers important.

Because you took the time to ask, (most don’t) I will be as detailed as I can be:

The techs who spoke w me and greeted me at the car were all very professional, and polite.

I expressed my concern that I didn’t have the funds to spend hundreds of dollars on what I had hoped would be a simple oil change.

While your techs cannot be blamed for what happens to need service on my vehicle, when I expressed sticker-shock on the pricing, he said ‘don’t worry, I’ll work out a good deal’

This puzzled me, as I found it tough to believe he had the authority to change anything from the posted pricing schemes.

Ultimately I was right – the only ‘deal’ I got, was not paying the full $89.99 on upgrade cabin air-filter, as the one that I apparently needed (at half that price), was not in stock.

Hey, don’t get me wrong – all the guys were nice, but don’t make the event sound like there is some sort of ‘retail haggling’ to be had, when there really is no haggling at all.

When I was done with part 1 of the transaction (before heading to the fluid-flush portion of the service) I handed the tech the coupon that came in the mail for the free movie ticket.

He looked concerned, and said he’d be back.

He returned w the movie-voucher, and said... “I should not have been able to get this for you, because it has to be punched into the system first… but I spoke w my manager, and here’s your movie ticket.”

Now this is irksome. You bombard me w e-mails trying to lure the customer in w the movie ticket deal, and even send the coupon in the mail to my home address. I Spend $300 (on what I had hoped would be a $40 oil change) and figure the LEAST you could do is not make me feel like an asshole for wanting to send my kid to the movies. But when I look to obtain the movie ticket, I’m made to feel as if somehow I am ‘getting a deal’ by receiving what you asked ME to ask YOU for.

..I also sadly note that w the promo you sent to my house is an attached coupon for a few dollars off the fluid flush…which is never applied to the invoice, or even spoken about. Do the techs even know of your promotions?

Now this is where I want to focus your attention – on the technician who performed the radiator-flush.

You have the WRONG EMPLOYEE back of house.

This personable, friendly, informative fellow is exactly who should be interacting with your customers..at the beginning of the process. I am embarrassed that his name escapes me, for I am worried you won’t be able to identify the star within your midst.

He carefully explained the procedure, the equipment, and the process. And do you know what I felt afterward?

Because he professionally explained the benefits of the specialized equipment (vs simply using gravity to drain fluids) I felt there was actual value in spending $100 for less than 15 minutes work.

I’ll be willing to bet that you can somehow inject this feeling throughout the process, if the techs are trained to highlight that link. Why IS it valuable to come to Speedy? What’s in it for the customer?

The free coffee and the paper is nice, but I’d personally prefer the option of offsetting the “$1.99 Shop Supplies Fee” by politely declining the ‘freebies’.

I wonder how many of your other customers would too.

And what the heck is a ‘shop supply fee’ anyway? It feels like a gouge, because it’s just that vague.

Do not misconstrue my commentary – it’s a well-run shop w friendly employees.

To Summarize:

· The service is quick, and there are lots of smiles – not easy to find in other establishments.

· There is a lack of knowledge in regards to the offered promotions.

· The Shop Supplies Fee should (at the very least) be simply rolled into the cost of the oil change, to eliminate the appearance of gouging the customer. You ar pissing people off.

· You have a star in the back of the shop - thank him in a tangible way.

Thanks for asking!

Mark Klein

Turntable Philosophy

I actually have my laptop set at the 200% View, so I can see the screen without my glasses. Glasses make me feel old. I know that you are ‘only as old as you feel’ but holyfuckinshit, I can tell you right now that I truly feel as if time is passing me by. Now I suppose I could perhaps listen to music that doesn’t make you want to run for the straight-razor, and that'd make me feel younger.

Here’s a sample of what I am listening to right now..

I started a joke
which started the whole world crying
But I didn't see
that the joke was on me, oh no

I started to cry
which started the whole world laughing
Oh if I'd only seen
that the joke was on me

I looked at the skies
running my hands over my eyes
And I fell out of bed
hurting my head
from things that I'd said

Till I finally died
which started the whole world living
Oh if I'd only seen
that the joke was on me

I looked at the skies
running my hands over my eyes
And I fell out of bed
hurting my head
from things that I'd said

Till I finally died
which started the whole world living
Oh if I'd only seen
that the joke was on me

Now you can laugh all you want at the Bee Gees, but I will tell you right now, that nobody sang a tighter three-part harmony than Barry Robin & Maurice. They had a top ten hit in each of the 5 decades they sang together. And I ask you – what have you done that well, for that long? Yes, you can shut the fuck-up now.

Time to change my perspective. I’ve had a dram-o-whisky, so maybe some Pink Floyd. 1975.

Wish You Were Here is Pink Floyd’s 2nd album and echoes the writers feeling at the time that the camaraderie that had served the band previously, was largely absent. The album begins with a really long instrumental preamble, before segueing into the lyrics for a song that is a tribute to former band member (co-worker?) whose drug-induced breakdown had forced him to leave the band.

Perhaps there was an absence of palpable work-life-balance in his cubicle.

The album is also a critique of the music business (dare I say, a metaphor for business in general?) It begins with sound effects of a door opening, a symbol of discovery and progress..quickly betrayed by the machine, more interested in profit & success. The song ends with sounds from a party, which captures the lack of contact and interaction between people.

Good gawd, it may be time for something lighter. Donthchyathink?

So, so you think you can tell Heaven from Hell,
blue skies from pain.
Can you tell a green field from a cold steel rail?
A smile from a veil?
Do you think you can tell?
And did they get you to trade your heroes for ghosts?
Hot ashes for trees?
Hot air for a cool breeze?
Cold comfort for change?
And did you exchange a walk on part in the war for a lead role in a cage?
How I wish, how I wish you were here.
We're just two lost souls swimming in a fish bowl, year after year,
Running over the same old ground.
What have we found? The same old fears.
Wish you were here.