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.