| They say that the auto aftermarket industry | | | | not smart and potentially damaging the automobile |
| grew at 3.7% in 2002. That 214 million cars are | | | | permanently. But it also tells us that the consumer |
| on the road, That 40% of those cars are over | | | | desires other things with their dollar, which they |
| 10 years old.Source: Automotive Week/green | | | | vote with more? Like what? Like an extra night |
| sheet shows 77 billion in un-used annual | | | | at the movies, filling up their Starbucks card, a |
| maintenance. Wal-Mart will do 1 billion in oil changes | | | | new Plasma TV on credit, cable TV, additional |
| and with their latest program we figure 2 billion in | | | | minutes on their cell phone, new shoes, nicer car |
| car washes as they are establishing their own | | | | meaning higher payments, etc. Then it is the |
| brand of car washes along side their Super | | | | industries fault for allowing the consumer to |
| Wal-Mart gas card fill-up stations. Well that sure | | | | neglect their cars. It is the industries fault for |
| sounds great but that still leaves 74 Billion annually | | | | failing to put customers at ease, developing |
| on the table.In the latest survey during Car Care | | | | report, making them confident in our abilities.Why |
| Aware program they found that 21% of all cars | | | | is the industry failing? Consumers point to the |
| needed wiper blades. We have discussed wiper | | | | price point and cost, they go in for a $19.99 oil |
| blades on this site before and we have all read | | | | change and then come out with a healthy |
| articles in NOLN; National Oil and Lube News about | | | | whopping bill for $150.00 they were not expecting |
| this important add-on profit center. At the 2003 | | | | and were angry about? If they were angry then |
| SEMA show and APEX Show in Las Vegas we | | | | someone did not explain the full impact of the |
| saw many wiper blade wholesalers, manufacturers | | | | issues, which were serviced? Someone over |
| and knock offs, some stolen counterfeit parts | | | | charged them, sold them something they did not |
| issues and PTO problems. (the Department of | | | | need or in the case of a woman, many women |
| Commerce estimated that it is a 12 Billion Dollar | | | | claim they treated me like an imbecile? Did your |
| problem already doubling every year and that | | | | employees do this? It really makes them mad. |
| America could put 210,000 people back to work if | | | | The industry needs to wake up and think about |
| we could stop it -- Ouch !!!).Back to the subject | | | | the image they portray.Consumers remember |
| the Car Care Aware program to enlighten | | | | those 60 Minute shows of behind the scenes dirty |
| consumers also found that 46% of all cars | | | | deeds of unscrupulous operators. I hate to tell |
| needed washer fluid. That 38% were over 5500 | | | | you but I too sometimes think ill of the rest of |
| miles since last oil change, 25% were low on | | | | you out there. And I am in the business. The |
| power steering fluid, 15% low on coolant, 10% | | | | industry can do a much better job. In the car |
| were low on brake fluid...Stop... Why is this | | | | wash industry less than 12% of the customers |
| happening? Could it be due to consumer | | | | are regular weekly or bi-weekly customers. That |
| confidence in the industry? That the consumer is | | | | is way too low, they let their cars get disgusting |
| tapped out? That the consumer buys a new car | | | | and this hurts the paint. We have done studies |
| every 3.3 years on average? Maybe, but what | | | | and can get the repeats up to over 40% by |
| about the 40%, which drives a car 10 years old | | | | treating the customers with respect, explaining |
| or older, me included? What is their problem with | | | | the services properly and babying their cars. That |
| not getting services done? After all if they have | | | | car represents in many cases the second largest |
| an old car which runs okay and they are fond of | | | | investment they will ever make in their entire life, |
| it, obviously it pays to keep it in working order | | | | that car is an extension of self in our country. |
| and without the high insurance payments or car | | | | The great love of the American Automobile is |
| payments that the average consumer forks over | | | | well known in our society. It is time that the |
| each and every month shouldn't they be in to see | | | | industry got with the program. We are. Service |
| you more often? Yes. The survey went on to | | | | the customer, or we will."Doing your best is not |
| show that 19% of the cars needed belts one or | | | | enough, unless you are the best." My prediction is |
| more, 16% had dirty air filters many quite | | | | that there will be 980 new quick lubes in the US in |
| disgusting. 12% had hoses ready to pop, and in | | | | 2004, will you have sufficient lines and volumes in |
| the survey, which you can read online at; over | | | | order to justify being one or even afford |
| 90% of the vehicles failed in two or more | | | | another? Don't ask me, ask the customer if they |
| categories? What does this say? It says the | | | | are happy, they understand the importance of |
| consumer does not understand that simply putting | | | | regular service and if they love you enough to |
| the gas in and an oil change when ever they get | | | | refer their friends.Lance Winslow - Online Think |
| around to it next year is not enough.It is not safe, | | | | Tank forum board. |