Valvoline Instant Oil Change

Busy Saturday, and the team failed to manage the cars pulling up. When Mgr. Joseph came out, I asked if they were managing the cars bcs 3 cars had gone before me that came after me. He responded while walking away “That’s what I’m trying to do. I just came back from lunch, but I have several open positions if you wanna apply for one.” This was a completely flippant and unacceptable response from someone in a position of leadership. I spoke to the other Mgr. on duty, Ty, who apologized and showed complete professionalism en route to providing impeccable customer service following the offense. Prior to leaving I asked to speak to Mgr. Joseph hoping he would be open to reconcile his words. Instead, Joseph said “That’s why I got you right in, and I’ll go a step further and give you a discount off your service.” He totally missed the point, that even under pressure, he’s expected to set a better example of leadership for his technicians. To which he responded “I’m a single dad, who drove an hour to work. So, they’re lucky I’m even available to help open this shop.” I absolutely can appreciate the struggle. However, the teachable moment was in humility and customer service. He said, it would take time for him to learn to respond differently, and I challenged him to just make the decision to do better today. I didn’t need the discount. So, I asked Mgr. Ty, how many techs were working today, I acknowledged that they were understaffed, and I gave him $100 asking him to split it amongst everyone working, as appreciation for their hard work. Mgr. Joseph may have had a bad day. I understand, and forgive his response. However, his people were watching, and bad leadership is contagious. Hopefully some training will follow. Thanks.

Great service! Wonderful personal attention.

Excellent service by the crew