The Annual Customer Appreciation Event is Held the First Week of October
Brandon Mitchell, owner of Candura Corp., is most proud of his annual customer appreciation event, held the first week of October. For the last few years he and his team of 17 employees, operating two Jiffy Lube franchises, put as many cars as they can through the service bays, bring in the local radio station, and give out as much Jiffy Lube paraphernalia as they can. It’s Mitchell’s way of saying thanks to everyone who supports his business.
Creating Customer Appreciation Week was one of the first things Brandon and his wife, Marcie, did when they took over the Jiffy Lube franchises in Moscow, Idaho, and Pullman, Washington, almost three years ago. They discovered the customer base was shrinking because of poor service. So they made customer service their biggest focus and increased employee training. They focus on gathering feedback from guests through their feedback program, jlfeedback.com, and the response they’ve received in the last three years is very positive. Mitchell says they continue to strive to be the best in the business, starting with guest experience.
The Jiffy Lube Corp. is known nationwide for its training program. In fact, Training magazine ranked Jiffy Lube as No. 1 on the 2014 Training Top 125, which recognizes the best company training programs across the nation. Mitchell is using this model at Candura, his umbrella company, with computer-based and hands-on training in the bay. The training is ASE approved, the top certification in the auto industry, and counts for college credit. With many employees who are university students, this is a great benefit, Mitchell says.
Getting into this industry wasn’t what Mitchell planned for himself. He first started working for an auto lube business because he needed a job after high school. He liked the business so much he stayed with it until he worked up to operating Candura Corp. and owning two franchises of his own.
The biggest advantage at Jiffy Lube? Fast, friendly service with no appointment necessary, Mitchell says. Customers wait only a short time, so convenience is the major selling point.