In the business world, including fast lubes, one might have different interpretations and expectations from the word “manager.” Some might only expect a manager to turn on the lights in the morning, turn off the lights and lock the doors in the evening, and make sure your team services customers in between. The Automotive Oil Change Association (AOCA) has a bit of a different path in mind for fast lube managers.
To get a baseline for what we think a fast lube manager’s role should be, let’s begin at a logical place — the dictionary. According to Dictionary.com, “manager” is defined as, “One who handles, controls, or directs, especially: one who directs a business or other enterprise; one who controls resources and expenditures ... [and] one who is in charge of the training and performance of ... a team.”
If you are thinking that this is what you need from your managers, then your mindset parallels that of the AOCA’s. For many years, the AOCA Manager Certification Course has helped fast lube owners and managers greatly improve operations. In the past few months, leaders and volunteers spent countless hours reviewing and updating this already-successful course. The AOCA undertook this project because it understands the importance a manager plays in business success.
When this course was created, many bright owners in the AOCA community realized that great managers play a significant role in profitability and affect success in many different ways. If a manager consistently makes sure that all employees know how to present needed services to customers, then fewer dollars are left on the table and customers receive better service.
Similarly, if a manager understands all compliance issues, then a shop is exposed to much less risk. If a manager understands how claims activity can eat into profits, then procedures and processes can be followed more strictly. When a manager understands the financial impacts of inventory control and management ... well, you get the picture; there are so many more that could be mentioned. With the recent update to the AOCA manager course, these issues are dealt with in depth.
We also have included some new chapters and greater focus on other crucial areas of management. One is leadership, a necessary quality effective managers should possess. Another is finance, an area that might intimidate some managers, but the material is presented in ways managers will understand and embrace.
In addition, the update includes all major compliance issues for fast lubes. We know that many managers are not aware of these issues, and this course will help ensure that they have the knowledge to keep your shop in compliance.
Another addition to the course is a resource CD that contains many tools covered in the material. These include job descriptions, the AOCA Procedures Manual and more. Separately, the value of these would be more than $500, but they are included on the CD for the $395 registration fee. This should help demonstrate AOCA’s commitment to training as many fast lube professionals as possible.
One thing this economic downturn has taught businesses and industries of all shapes and sizes is efficiency and profitability are paramount. Your processes and procedures must be sharp. Your employees must be knowledgeable, well trained and motivated. Your expertise in business, auto service and customer services have to be kept up to date. Risks must be averted.
The message is simple. As an owner, don’t take on all these things alone; train and trust your manager to help increase your success.
David Saddler is executive director of the Automotive Oil Change Association, based in Dallas. For an upcoming manager course schedule, visit www.aoca.org. David can be reached at 800.331.0329 or dsaddler@aoca.org.