National Oil & Lube News

February 2017

Digital issues of National Oil & Lube News, the trade magazine for the preventive maintenance industry

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Page 60 of 67

February 2017 | NOLN 61 Sometimes, you encounter a statement that is so powerful, it applies not only to the field of concern the author was ad- dressing but also to the assertions we make in most aspects of our lives. e quote is simple and profound. "Not everything that counts can be counted, and not everything that can be counted counts." –William Bruce Cameron (1963) Realizing this issue of NOLN is the Technician of the Year issue, I was tak- en with how applicable Cameron's words were when applied to career automotive technicians and how their peers become their judges. In our business, car counts and growth often measure success when the local community embraces and drives the business of those fortunate enough to meet or exceed their customers' expecta- tions. Now, what qualities make a technician stand out so much that their peers would nominate him or her for an honor be- stowed only on those who personify the ideal service technician? It becomes obvi- ous they have several things in common. ey are knowledgeable, personable to a fault and a major reason the business is successful, profitable and growing. ey are involved with their community, their family, their fellow employees and give 100 percent to anything they do. Every technician has their "voice," and the very best technicians perfect their ability to deliver service and value bet- ter than their competition (like original equipment manufacturer [OEM] service centers and independent garages). Ser- vice, from the standpoint of asking the right questions about how the vehicle is used to determine duty rating, knowing the proper OEM service schedule and pro- cedure for a specific vehicle, awareness of required lubricants and cost-effective ser- vice solutions based on customer needs and concerns. is award by NOLN rec- ognizes what their peers see every day in these people; however, this award reads further between the lines from a custom- er's perspective. In addition to the service standpoints, the award also means pro- viding a warm welcoming environment (with a clean, cozy waiting area) and the comfort of a courteous and knowledgeable professional willing to add value and peace of mind to the mundane task of servicing a customer's ride (nice to know someone cares). ese things are hard to put a num- ber on, yet add up to a successful service business that will continue to grow as cus- tomers return for an experience that, in the end, offers the best value in town. e connection between a customer and a service technician is something that is hard to quantify and convey when we award an honor like Technician of the Year. Most of us determine the worth of the service experience based on the cost of the individual parts versus the quality of the service experience. e ultimate value can only be determined later, after thou- sands of miles of smooth motoring behind us, when we realize it's time for service again. It is then that the intangibles will guide your customers back to your busi- ness, and they become comfortable think- ing of your shop as a place their vehicle can call home. To all the nominees and those unmen- tioned, the value of your dedication and commitment can never be accurately mea- sured, but to your customers, it is what adds up the most. S PAT BURROW is the technical director for International Lubricants, Inc., the parent company of Lubegard brand- ed products. He can be reached at: To learn more about Lubegard products, call 800.333.LUBE or visit: Counting Technicians by Pat Burrow VIEWPOINT The Unique Difference

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