An oil change seems pretty straightforward, doesn’t it?
Drain the old oil. Put in new oil. Get ‘em in and out on time.
Doesn’t seem complicated. And doesn’t seem to be much chance to exceed expectations.
Or is there?
I got the oil changed in Diana’s car the other day. I was pressed for time. Needed to squeeze the oil change in between errands.
One of the errands was at the Sprint Store where I needed to check the details on my contract. (Long story, different post) There’s a Jiffy Lube right around the corner. I don’t usually go there, but they were convenient. And oil is oil, right? One place is good as another, right?
I pulled in and was greeted before I could roll down the window. The service writer showed me a menu. A MENU! With graphics. Three choices. Good. Better. Best. Clearly priced. Which one would I like? I chose good. He thanked me and opened the car door for me. Hm. I didn’t expect that.
He escorted me to the waiting room. Showed me where the complimentary coffee is located. And introduced to the very friendly cashier. Hm. I didn’t expect that.
The very friendly cashier struck up a conversation. About my Red Sox hat and shirt. Turns out she’s from Rhode Island. GO SOX! And, while we talked about the Sox, she showed me everything on my car they would check, suggested high mileage oil (“We’ll help you keep it running till the wheels fall off”), and let me know exactly what it would cost and how long it would take. Hm. I didn’t expect that.
The car was finished exactly when she said it would be, and cost exactly what she said it would. Ok, I kinda expected that, but it was still nice.
And then a technician met me at the door and walked me out to my car. Then he opened the door for me and laid out a red carpet! Seriously. A Red Carpet!
Wow! That Jiffy Lube is great! I’m going back. You should, too.
They exceed your expectations. By doing lots of small, seemingly insignificant things. Maybe they’re on to something.