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valvoline oil change price
HOW TO REDUCE TURNOVER: A CASE STUDY Featuring: Steve Price, Valvoline SPONSORED BY Agenda Overview of Ashland/Valvoline Where we get our Business Knowledge Steps we Take to Control Turnover Training is our Culture Process = Business Results for Us and You Corporate Profile Adjusted EBITDA1 - $1.2 Billion Ashland Water Technologies 14% NYSE Ticker Symbol: Total Employees: Ashland Specialty Ingredients 47% 1 Ashland Consumer Markets 28% Outside North America Number of Countries in Which Ashland Has Sales: For 12 months ended September 30, 2013. See Appendix B for reconciliation to amounts reported under AAP. ASH ~15,000 ~40% More than 100 Valvoline: Where we get our Business Knowledge Valvoline Instant Oil Change • Nations 2nd largest Quick Lube Chain • More than 800 locations • Over 9 million oil changes a year • More than 7,500 employees Valvoline Express Care • More than 300 Franchise locations Application of our Business Knowledge VIOC Service Center Processes Refined Processes Applied Valvoline: “The Only One” Turnover: How we Improve McDonalds: A Few Interesting Facts You May Not Know McDonald's' daily customer traffic (62 million) is more than the population of Great Britain* * Source: businessinsider.com: “18 Facts About McDonald's That Will Blow Your Mind” April 20, 2012 McDonalds: A Few Interesting Facts You May Not Know McDonald's sells more than 75 hamburgers every second* * Source: businessinsider.com: “18 Facts About McDonald's That Will Blow Your Mind” April 20, 2012 McDonalds: A Few Interesting Facts You May Not Know Can you name these people that once worked at McDonald's before they were famous?* Jay Leno Sharon Stone Shania Twain Pink Rachel McAdams * Source: businessinsider.com: “18 Facts About McDonald's That Will Blow Your Mind” April 20, 2012 McDonalds: A Few Interesting Facts You May Not Know McDonald's hires around 1 million workers in the US every year This estimate from Fast Food Nation assumes a 700,000 domestic workforce with 150 % turnover rate.* * Source: businessinsider.com: “18 Facts About McDonald's That Will Blow Your Mind” April 20, 2012 What is the Cost of Employee Turnover? According To: Elements of Cost Recruiting ? Interviewing ? Hiring ? Training ? Reduced Productivity ? Total: $3,500 per employee Actions & Results VIOC Actions: • Extensive recruiting program • Intense focus on developing competencies • Training program around interviewing and selecting • Training program for entry level advancement • Training program to advance Assistant Managers • Bench Planning Program for Succession Planning • A B C Rating program on Managers & Area Managers Actions & Results Results: • A 26% Turnover Decrease over the last 5 years. • Total Turnover currently at 76% • Premium oil sales % at 54% • Average in store ticket continuous growth • Same store sales growth in a flat market • Store manager turnover at 23% Take a Deeper Dive into Some of our Actions Competencies – Define Success Traits for each Role Entry Level Position • Positive and friendly attitude • Customer service mindset • High sense of urgency and energy • Desire and ability to learn • Career/goal oriented The “Must Have” / “Don’t Want” Exercise Define the Competencies (traits) that make a: • Successful Counter Sales Person • Unsuccessful Counter Sales Person Must Have Don’t Want Competencies In Use… Define Competencies Performance Evaluations Interview Guide Phone Screening Online Assessment Phone Screen Examples Why Do you Want to Work at VIOC? Good Answers Opportunity Try something new Heard good things Love cars so want a job that I get to do something I love Poor Answers Qualities We Seek Need beer money Self-motivated I don’t know Energy You had a job opening Personal responsibility Desire/Ability to Learn Phone Screen Examples Why Do you Think Customers Come to VIOC? Good Answers Poor Answers Qualities We Seek Fast service Friendly staff Clean facility Attention to detail No pressure to buy Quality work Don’t know Low price (cheap) Not to mess up Good shop Just like any other quick lube Sense of Urgency Friendly/Helpful Understands VIOC is more than a garage Customer Focus High standards Training: An Intentional Process Attracting Top Talent Retaining Top Talent Every Car, Every Time We Achieve Success Through Process…… • We drive success with training programs that teach employees how to educate consumers on their vehicle needs. • We focus on improving consumer experiences and satisfaction, which drives retention and future sales. • Our program identifies and implements potential profit opportunities for you. What We Have Learned… • • • • Every customer who doesn’t get a knowledgeable presentation lowers your chance of success. Each and every customer deserves the same service. Open to close. Don’t make decisions for your customers. Don’t prejudge your customer. You don’t know how they like to take care of their vehicle. Remember it’s THEIR vehicle. We Achieve Success Through Process Good Advisors Follow a Simple Plan • • • • • Every person is a customer Point out the Features of the product and/or service Explain how the features will Benefit the buyer Appeal to the primary Buying motive of the buyer Ask for the sale, also called Close the deal We Achieve Success Through Process Counter Sales Process Exercise Define the Process You Want Followed for Every Customer Greeting Resolve Issue PM Check Etc. Present Services Application of our Knowledge Valvoline Testimonials Automotive Service Centers 40 + % Premium Oil 4% to 25% Premium Oil .75 to 1.2 VPS/Day = Increase of $5,000,000 GP 8000+ Locations Training = Business Results • Highly satisfied customers spend an average of 8% more on each visit. • Well-trained employees: • • • Better customer service, more repeat business, lower claims, and ultimately better revenue per car. Create highly satisfied customers who return & recommend you to others. Completions: Bottom 10 (1-5 courses/yr.) sold 19% premiums; Top 10 (100+ completions/yr.) sold 39% premiums. • Increased revenue: Users are more likely to sell premium oils. Good, Better, Best “The Only One” Training Program & Sweepstakes Goals: • • • • Encourage participation in online training modules about Valvoline products Reinforce Cummins-Valvoline relationship message Create better product awareness Develop a viable e-mail list of channel associates and end-users for future communications “The Only One” Training Program & Sweepstakes Program Details: • • • • Register online Take online training and quizzes New quizzes posted quarterly Each test successfully completed counts toward an additional entry in the grand-prize sweepstakes Valvoline Face-to-Face Training Available to Committed Customers • • • • Technical Products Training • Lubes • Chemicals • Coolants Classroom Training Hands On Training Behind the Counter Skill Building Thank You! Come See Us at Booth #406
