Our favorite kinds of blogs are the ones where we get to celebrate the awesome work of our own customers. Not only is it fun to brag about their achievements, but hopefully an exciting read for you, as you begin to learn what’s possible for your business.
Jiffy Lube is a vehicle maintenance service company. Just to clarify. They are well known and loved. Whether you need your oil changed, or you need a new battery, wiper blades, or vehicle light Jiffy Lube technicians are dedicated to providing quality, expert services to their customers.
Rob Arthur, Director of Business Development, leads the Ontario franchise network of 22 JiffyLube stores. Rob wanted a partner to help move the business into the future. After years of seeing what wasn't working, he made the proposal to team up with AskNicely, which is now used across their network.
Since day one, the Jiffy Lube approach has always been to focus on consistent customer experience, over a race to the bottom on prices or louder marketing. Forget “sell, sell, sell’, and think “experience, experience, experience”. The Jiffy Lube team saw firsthand that if their customers left with a beaming smile, they would come back for more and refer their friends, family, and colleagues. Ensuring customers had an awesome experience would win every time over any other sales tactics. Guaranteed.
However, Rob understood that consistency is paramount to Jiffy Lube’s customer success and growth strategy. They operate in a highly competitive service industry where their technicians need to get it right every time for a customer to want to come back again. Otherwise, they come face to face with customer churn.
Prior to using AskNicely, like most service companies Jiffy Lube had an old-school way of measuring customer experience. They operated for many years with a long customer questionnaire that took weeks to generate results, the outcome of which was poor due to low response rates and no ability to act on the data while it was hot. This meant that Jiffy Lube couldn’t accurately measure the customer experience, and didn't have certainty that the experience their technicians were delivering was consistently meeting their service promise, every time.
“We had an antiquated way of perceiving our customer’s experience – we used to do mail outs, phone calls, etcetera. But when we’re scaling at the size we are, it becomes impossible to accurately measure and act upon.” — Rob Arthur.
Without a sense of certainty over the customer experience, Rob feared they were missing out on the opportunity for reviews, repeat business, and referrals. And unlike most FOMO, this was well justified. When the services delivered by the Jiffy Lube technicians didn’t meet the mark, customers would churn and it would cost them repeat business and referrals, not to mention a damaged reputation.
Things needed to change. It was time to get up to speed on sophisticated customer experience solutions.
Jiffy Lube needed:
Using AskNicely, Jiffy Lube was able to gain an unmatched understanding of their customers and ensure consistency across their customer experience. With this certainty, they no longer feared missing out on repeat business and referrals, as they knew exactly what they needed to do to improve.
“Using AskNicely, we now understand what customers think of the experience and how to improve it in real-time. It’s also created an environment of betterment for our employees” — Rob Arthur
Teams are empowered with real-time feedback that helps them understand what works, what doesn’t and how to improve.
“Our NPS is going up and up, and it’s because we have the ability to look at, and act upon customer feedback in real time.” — Rob Arthur.
In the last two years leveraging the AskNicely platform, Jiffy Lube has:
They also;
Isn’t that what we all want?
“What we love about AskNicely is that it’s easy, simple, and not complicated” — Rob Arthur.
Gaining clear, customer-driven data, and supporting frontline employees to consistently deliver on your service standard doesn’t have to be as complicated as it seems. Jiffy Lube has been able to achieve its customer and employee experience goals with one app that fits in the pockets of every frontline technician.
Want to hear more success stories? Learn how Stay Upright, Australia's Leading Motorcycle School, got on the road to more engaged instructors and better customer experience here.
