Hollon Oil Company
Fuels & Lubricants Since 1946
Oil Can Harry's Information:
Sage Microsystems http://www.sagemicrosystems.com/index.html
Sage Microsystems Intro Video https://www.youtube.com/watch?v=e8KmTa2wyF8
Service Pro Products http://www.service-pro.com/
Service Pro Filters e-Catalog Search http://service-pro.e-cat.us.com/
Vehicle Inspections www.TwoStepsOneSticker.com
Vehicle Inspections - To print copy of a Vehicle Inspection Report www.mytxcar.com
Automotive Oil Change Association http://aoca.org/
AOCA Talk Forum http://aocatalk.org/ Steve_Wilson welcome
National Oil & Lube News http://www.noln.net/
NOLN Lube Chat Forum http://noln.net/forum.php
NOLN Vehicle MD http://www.vehiclemd.com/
NOLN Buyer's Guide http://noln.uberflip.com/i/356795-2014-2015-buyers-guide/0
Be Car Care Aware http://www.carcare.org/
Customer Service Guru Articles http://www.autocareforum.com/johnthm.html
Cannister Oil Filters - Common Issues & Solutions http://webfiles.aoca.org/CanisterOilFilters.mp4
Chick-fil-A = Our model for Customer Service:
If you do not currently visit Chic-Fil-A, I encourage you to do so. Good food, incredible customer service.
Our goal should be to become the Chic-Fil-A of quick lubes. Good oil change, incredible customer service.
Please take the time to view these links with all employees.https://www.youtube.com/watch?v=ZVekM1kwTMI https://www.youtube.com/watch?v=GJW0nWJaB4g
Chick-fil-A's Recipe for Customer Service
Not all fast food chains are fast companies. Chick-fil-A is an exception.
by Chuck Salter
All too often, top-notch fast-food service is an oxymoron, like having high tea at a NASCAR race. Speed is the top priority, a strategy that produces high volume, but leads to notoriously inconsistent, impersonal, and uninspired interaction with customers.
Chick-fil-A is different. Its staff focuses on being swift and attentive. For the past two years, the Atlanta-based chain was named "best drive-through in America" by the quick-service restaurant trade journal QSR.
President and chief operating officer Dan Cathy infuses everyone from franchise owner-operators to teenagers earning $9 an hour with his passion for service and his conviction in its intrinsic worth -- to the individual as well as the company.
As we noted in our Customers First Award to the company, customer-centered leadership is the cornerstone of Chick-fil-A's service. Here are some of the other ideas that keep its customers coming back:
Mind your manners
At the end of each transaction at Chick-fil-A, you don't hear, "You're welcome," "Glad to help," or "Come back and see us." You hear these two words: "My pleasure." It's distinctive and classy, the sort of service you expect at a much fancier and expensive establishment, like Ritz Carlton, which is where Cathy says his father got the idea.
Cathy loves to add service touches that people don't expect from a fast-food restaurant. His latest is folding the last sheet of toilet paper into a triangular point. He believes it conveys a sense of cleanliness and meticulousness that customers appreciate. When he or one of the operators comes up with a new twist, he promptly sends out a voicemail message to owner-operators at the nearly 1,200 locations.
Nobody sells your business like your customers
When the chain opens a new restaurant, it goes out of its way to find Chick-fil-A fans in the area. Regulars at other locations and people who stop by the construction site eager about the opening get invited to a special dinner the night before the official opening. After serving the crowd a free dinner, Cathy gives them 10 coupons for free meals and deputizes these "raving fans" to act as Chick-fil-A ambassadors. They promise to spread the word and hand out each coupon to a different person, someone unfamiliar with the restaurant.
If you want to race, build yourself a race car
Chick-fil-A employees strive to complete orders within 90 seconds in the drive-through window and 60 seconds at the counter. The technology behind the counter helps them get the job done; a timer on the computer monitor flashes yellow if an order is cutting it close, red if it runs over. Owners also create a sense of competitiveness among the crews. In Louisville, Kentucky, owner Chris Flanagan erected a big red "drive-through wall of fame" to motivate employees. It lists the current record (110 cars an hour) and the names of the employees who achieved it. Whenever a team sets a new mark, he rewards each member with $50.
Know what matters to customers
Every year Chick-fil-A spends more than a $1 million evaluating its service. In addition to traditional focus groups, the company conducts a quarterly phone survey with customers from each restaurant (the incentive: a free sandwich). The 20 or so questions focus on four factors that most affect loyalty according to Chick-fil-A research: taste, speed, attentiveness and courteousness, and cleanliness. Each location receives a two-page report detailing how it's doing in each area and how it compares to the chain's top performers. In other words, what's working and what needs improving.
You're can't be too thorough about hiring
The process of selecting new franchisees is so painstaking and lengthy (up to a year) that it's easier getting into the CIA, Cathy likes to joke. Applicants work in a restaurant and endure countless interviews; often, their spouses and parents get interviewed as well. Cathy wants to be sure that new operators share Chick-fil-A's corporate values. All the restaurants, for instance, are closed on Sunday, as a day of rest and worship. Operators don't necessarily have to be Christian, Cathy says, but they do have to exhibit humility, passion for service, compassion, and genuineness.
The main idea of "servant leadership," says Cathy, is that leaders serve the staff. Managers treat their employees how they want those employees, in turn, to treat customers. "If we have to keep telling people what to do, it means we're not modeling the behavior ourselves," says Cathy. "If we're living it every day, we don't need to talk about it."
"We solely exist to take care of the customers."
Video - Fram How To Change Oil Videos http://www.fram.com/support/how-to-videos.aspx
Video - Fram How To Change Cartridge Oil Filter Hyundai/Kia V-6 https://www.youtube.com/watch?v=8Fw6jgS8bac
Video - Fram How To Change Cartridge Oil Mazda 2.3 https://www.youtube.com/watch?v=BlAPoVSP-YE
Video - How To Use A Torque Wrench https://www.youtube.com/watch?v=5XzKvEnk1FY
Video - How To Change Oil In less than 4 Minutes https://www.youtube.com/watch?v=TlrAyvezma8
Video Animation - How Engine Lubrication System Works https://www.youtube.com/watch?v=mmmcj53TNic
Video Animation - How a Gasoline Engine Works https://www.youtube.com/watch?v=XVdZj2EDmhM
Video Animation - Oil System https://www.youtube.com/watch?v=2yED8iJFVyw
Video - Why Full Synthetic Oils are Better https://www.youtube.com/watch?v=D5SngB0mAUQ
Video - Service Pro 2 Part Fuel System Cleaning https://www.youtube.com/watch?v=Gd-3ByJVZaM
Video - Service Pro 3 Part Fuel System Cleaning https://www.youtube.com/watch?v=YdUFTHLaBSI
Video - Service Pro Premium Lubricants https://www.youtube.com/watch?v=Jy0CgiJErH0#t=265
Hollon Oil Company Employee Handbook - On-line
Version (to be revised)
Hollon Oil Company Employee Handbook
- PDF Version (to be revised)
(to be revised)
(to be revised)
Phone # List (to be revised)
(to be revised) Injuries: Texas
Workers' Compensation Insurance - Texas Mutual Insurance Company http://www.texasmutual.com T exas Mutual Insurance Company Policy #
Texas Mutual Insurance Company - Healthcare
Provider Network http://www.texasmutual.com/hcn/hcn.shtm
Hollon Oil Company Employee Handbook - On-line Version (to be revised)
Hollon Oil Company Employee Handbook - PDF Version (to be revised)
Operations Manual (to be revised)
Daily Report (to be revised)
Emergency Phone # List (to be revised)
Telephone List (to be revised)
Texas Workers' Compensation Insurance - Texas Mutual Insurance Company http://www.texasmutual.com
T exas Mutual Insurance Company Policy #
exas Mutual Insurance Company Policy # TSF-0001133067
Texas Mutual Insurance Company - Healthcare Provider Network http://www.texasmutual.com/hcn/hcn.shtm