Cheap Oil Change Coupons Attracting Wrong Type of Customers?

[5 Star Auto Spa]

We advertise in a number of different channels (Valpak, Radio, House Hold Savers Magazine, Internet, etc.) with coupons and specials we are running. For about 1 year we ran $19.99 Oil Change and $24.99 Oil Change Tire Rotation coupons. We saw increased car counts from these coupons but also noticed that we were getting customers that were not interested in hearing about anything wrong with their vehicle or preventative maintenance related. For the most part it seemed as though these types of customers were only interested in getting the "cheap" oil change and getting out as quickly as possible. For the last 2 months we have gotten rid of these types of coupons and added different coupons. We have noticed a drop in car counts related to this course of action. Just wondering how many of you all use these types of coupons and if you have any luck converting these customers?

[phynny]

Yes, I'd say you are attracting the wrong customers. People don't realize that not every customer is a good customer.

[mmotley]

  On 1/24/2014 at 10:46 PM, 5 Star Auto Spa said:

We advertise in a number of different channels (Valpak, Radio, House Hold Savers Magazine, Internet, etc.) with coupons and specials we are running. For about 1 year we ran $19.99 Oil Change and $24.99 Oil Change Tire Rotation coupons. We saw increased car counts from these coupons but also noticed that we were getting customers that were not interested in hearing about anything wrong with their vehicle or preventative maintenance related. For the most part it seemed as though these types of customers were only interested in getting the "cheap" oil change and getting out as quickly as possible. For the last 2 months we have gotten rid of these types of coupons and added different coupons. We have noticed a drop in car counts related to this course of action. Just wondering how many of you all use these types of coupons and if you have any luck converting these customers?

How many people actually bought stuff you suggested? What is the average repair order $ amount for customers using these coupons? Are you following up with customers that you made suggestions to? That's an important question.

 

If you're increasing car count and your ARO is staying the same, then it's worth it. If they are calling back and scheduling the additional work, it's worth it.

[phynny]

It's been my expierence that if a customer fully understands how important the right oil is for their car and they still want the $20 sludge then they don't care about their vehicle and preventive maintenance or even vital repairs are things they are not interested in. I want customers that understand the value of their vehicles and treat them accordingly.

[kenk]

You need to give oil change discounts only to those customers that patronize your shop for other work done. This should help with getting the right customers.

[5 Star Auto Spa]

Hey MMOTLEY, what shop management software are you currently using to identify the answers to the questions you asked me above?

[mmotley]

  On 1/25/2014 at 1:43 AM, mmotley said:

How many people actually bought stuff you suggested? What is the average repair order $ amount for customers using these coupons? Are you following up with customers that you made suggestions to? That's an important question.

 

If you're increasing car count and your ARO is staying the same, then it's worth it. If they are calling back and scheduling the additional work, it's worth it.

 

I use Mitchell 1. You can track tickets that used certain coupons. Not sure if it will figure ARO of just the cars with certain coupons, but you could easily figure that number yourself. If you're not following up with you customers, you have no excuse.

[CAautogroup]

First off, Wow! $19.99 oil change? Where is the margin profit in that?

 

We tried that for a while at our shop and had the same end result as you. Seemed to attract customers who did not care much for their vehicles, or the type of oil recommended. Additional services were always offered but almost never purchased ( filters, fluid flushes, etc). These customers always seemed to cause problems (my car was not like this before, noise now, leak now, etc). So, we stopped and have changed up our tactics and now are upselling better oil and additional services.

[xrac]

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[mmotley]

I should be clear that I have never run one of these oil change specials. I'm only trying to help you find out if it is being profitable for you or not.

[xrac]

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[phynny]

At our shop 2 of us were store managers for Monro muffler for many years and I can tell you that they run the oil changes because it costs them nothing and takes business away from other shops. They can't even make money off of it so how can an Indi that doesn't buy 20,000 gal of oil at a time. And the customers that come in are just disturbing.

[Spence]

I find it ironic that this website must sell advertisement and that the advertisement I see twice in this screen is for a $10.00 off coupon and Jiffy Lube. Just doesn't seem constructive to me...

[ADealerTech]

As a technician, I spend a lot of time with these ROs, doing these cheap oil changes. I have taken the time to peruse the vehicle service history and notice that it is all oil changes and all coincides around the date of our mailings. I see previous recommendations, including the gravy stuff like brakes. You will see when they come back at the next coupon mailing that the brakes are nice and new, but your shop didn't do them, but you are stuck with the 19.95 loss leader oil change time and time again.

 

I have always said to myself, when it comes time to open my shop, that I will not bother with these. The type of people not willing to pay a fair price for an oil change (29.95 to 49.95 depending on vehicle capacity, filter and oil type) are not the customers you want. They almost always never end up doing any upsells which was the point of getting them through the door with the coupon in the first place. Let Jiffy Lube have them with their horrid service from unqualified techs. http://www.jiffylubeproblems.info -- it exists for a reason.

 

A friend of mine has a better system in place. I don't remember all the details, but if you bring in a vehicle for an oil change with-in +/- 50 miles of the recommended interval from their last sticker, you get 2 points. +/- 100 miles and you get 1 point. Every 5 points you can get a discounted oil change or save up to 10 points and get an oil change with a free tire rotation. I figure this can be customized to offer many different bonuses at multiple point levels. It will have the same desired affect of building customer loyalty and getting them through the door for upsells, but it will not affect your bottom line as negatively, if at all.

Edited January 26, 2014 by ADealerTech

[xrac]

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[Dustin Rutkowski]

  On 1/27/2014 at 12:46 AM, xrac said:

In Manchester, TN, today I saw an oil change advertised today at $14 for up to 5 quarts. WOW!!!!!

That kills me when I see an ad for a $14.95 oil change... Not sure how you can have a sound business when you are putting a check in the glove box for each LOF!

 

I suppose, like everyone else, I prefer that these type of customers flock to those coupons as my techs will not accept IOU's come payday.

[5 Star Auto Spa]

Wow, Í don't think I've ever seen an oil change coupon for that cheap. Even at $19.99 it seems a bit too cheap. I appreciate everyone's comments/suggestions. Its nice to know that other shop owners feel the same way as we do in regards to these coupons. I do see the chains (Monroe, Good Year, etc.) pump out those coupons on a monthly basis and sometimes it makes you feel as though you should as well to compete with them but from our own experiences, this may not always be the case. As a business owner you don't want to miss out on any customers but as a lot of you have already stated in this thread, not all customers are good customers.

[mspecperformance]

Years ago one of my competitors thought it would be a good idea to offer a free oil change to the first 10 cars on a given day. I believe the special was advertised on BMW enthusiast forums. I am not sure of what the outcome was ultimately, I do know a few of those people were acquaintances/customers of mine that said they literally waited an hour outside of this shop for a free oil change and wanted nothing else. I could never get myself to do such things.