NEWS FOR AND ABOUT THE GREASE MONKEY® TEAM

Most of us know a few Latin phrases. You don’t have to look farther than the dollar bill in your wallet to see the words “E pluribus unum,” which means “out of many, one,” referring to the United States. Careful shoppers follow the warning “caveat emptor,” or “buyer beware.”

I want to talk about another Latin saying: “tempus fugit.” It means “time flies,” and it could be a motto for those of us in the quick lube and service business. Every minute our customers spend waiting for their car to be serviced is a minute away from something they would rather be doing. It’s critical that customers believe we value their time and do everything we can to take the smallest piece possible out of their day. We know this because they shared this information with us during our customer research. Our continuing research supports the fact that today’s US consumer has less time to address automotive services, so they value companies that perform quality service in a short time.

I read an article in National Oil & Lube News describing their annual industry survey. The September 1, 2016, article written by Lauren Henderson, showed that customers are getting in and out of the service bays faster than ever. According to the survey, the improvement was dramatic, with the average customer time in the bay dropping from 18.4 minutes in 2015 to 12.8 minutes last year.

I have to admit I am a bit skeptical about that big an improvement. I know survey respondents may shade the data a bit, and I also believe that most of the respondents are strictly doing oil, filter, and lube service. Still, there was an undeniable reduction in the amount of time customers had to wait between pulling into the bay and being back on the road.

The survey points out that our competition is delivering faster service than they used to. As owners, you need to be on the lookout for ways you can increase the efficiency of your operations and get people through your bays. When you do, it’s good for all of us. It continues to build our reputation for speed. That reputation will stick in the customers’ minds and encourage them to visit Grease Monkey® again.

But it’s also good specifically for you. That’s because most of the services we provide are what I call “planned impulse buys.” Whether the customer notices the date on the windshield sticker or their car’s service light comes on, they know they need an oil change. It’s not urgent, but it needs to be

1ST QUARTER 2017

In This ISSUE Page #

Congratulations 2

SpeeDee Oil Change Acquisition 2

Are You Getting Acquainted With The 3 New FranConnect Marketing Dashboard?

What Is Time? 4

Who’s News! 5

The Personal Experience 6

The Pit Crew Guarantee™ – Customer 7 Focused Marketing

The Pit Crew Guarantee™ – What Are 8 Our Customers Saying?

Center Updates 8

Enhance Your Facebook Posts 9

Franchise Development Team Hustles 10 Into 2017!

The New Year Is At Full Speed Ahead. 11 What Gear Are You In?

2017 Training Calendar 11

New Training Courses on GMU 12

Pit Crew Guarantee™? Absolutely! 13

MONKEY BUSINESS

John B. AdamsPresident and CEO

[continued on page 2]

It’s About Time

Page 2 Monkey Business • First Quarter 2017 © 2017 GMI

done. So, when they are on the road and notice a Grease Monkey center, if they spot an open bay they are likely to think, “I can get in and out quick … might as well get that oil change.”

For the customer in your bay and the prospect driving in front of your bay, service speed is your ticket to a more profitable center and a stronger Grease Monkey system.

The Pit Crew Guarantee™ is a great process to build efficiency and speed. Learn it, get your techs trained on it, and put it into use every day with every customer. Show customers you value their time by completing their service as quickly as possible, and they will show you their appreciation by coming to see you the next time they need service.

President’s Letter [continued from cover]

We set aside space in each newsletter to acknowledge franchisees who sign a new or

renewed Franchise Agreement. We appreciate their commitment and contribution to the growth and future of our organization. Thanks from all of us!

Motor City Grease Monkey, LLC (Mike Faraj) signed a new Franchise Agreement

for Center #1102, for a location to be developed in the state of Michigan,

effective December 8, 2016.≈ ≈ ≈

Rod Compton signed a new Franchise Agreement for Center #1115, for a location to be developed in the state of Washington,

effective January 4, 2017.≈ ≈ ≈

GML 2.0, LLC (Robert Rodriguez) signed a new Franchise Agreement for Center #1116,

for a location to be developed in the state of Texas, effective January 4, 2017.

≈ ≈ ≈

I’m very excited to welcome franchisees of SpeeDee Worldwide to our family of fast lube brands!

On January 31, 2017, we acquired SpeeDee Worldwide LLC and affiliates. At the outset, I want to thank the many people who contributed to this event including many of the support team, our investors and shareholders. This is a milestone achievement as our center count now exceeds 500 locations in the USA and Mexico.

The fast lube industry has been evolving almost since its inception. Nearly 20 years ago, competition from credible service providers grew, including that from dealerships and auto service specialists who offered oil change services to increase their customer traffic. Adding to the industry’s changing business model, the drain interval increased due to higher quality oils and better engines produced by automobile manufacturers. Early on, SpeeDee® capitalized on these trends by expanding their maintenance and repair services. SpeeDee’s forward thinking and their experience in providing mechanical services add great value to the Grease Monkey® organization. Combined, each brand has an opportunity to learn operational best practices and to share efficiencies for common interests.

With the SpeeDee acquisition, we have a strong geographic presence in the United States and Mexico! More importantly, minimal brand overlap exists. This allows both brands to continue strengthening their presence in existing markets, as well as expand their reach into new, untapped markets—additionally unique. The significant increase in center counts also improves our ability to negotiate and/or maintain competitive prices from our vendor partners.

We look forward to continuing to grow both Grease Monkey and SpeeDee!

For more information, please view the SpeeDee Welcome Webinar posted to Grease Monkey University, found at www.greasemonkeyuniversity.com.

IMPORTANT ANNOUNCEMENT!From John Adams

Page 3 Monkey Business • First Quarter 2017 © 2017 GMI

Are You Getting Acquainted With The New FranConnect Marketing Dashboard?If you haven’t visited FranConnect recently, you owe it to yourself to check out the new features available to Grease Monkey® franchisees. The updated Marketing Dashboard is designed to enable better communications among all of our service team members, thereby fostering greater customer loyalty, which will lead to outstanding company performance and growth. The latest platform enhancements include the new FranConnect Intranet, the Customer Feedback Program (Listen360), and Local Listings/Reputation Management modules.

Log in today and visit the Intranet library to familiarize yourself with the new modules.

Login Instructions

• Website: https://greasemonkey.franconnect.net/fc

• User Name:(Provided by GMI)

• Password:(Provided by GMI)

Training Videos

Training videos for the three new modules have been uploaded to the Intranet library and Grease Monkey University. The url recorded links are listed below.

• Intranet: https://fccdl.in/OLSoFrtYB

• Listen360: https://fccdl.in/u1XW3YPJk

• Reputation Management: https://fccdl.in/y6XndrDo2

Need Help?

If you have questions or need help accessing the FranConnect Marketing Dashboard, please contact your GMI Marketing Team!

• IntranetKristen Metcalf | 303-308-1660, x3449kristenm@greasemonkeyintl.com

• Customer Feedback Program (Listen360)Rachel Boeckman | 918-831-9056rachelb@greasemonkeyintl.com

Kristen Metcalf | 303-308-1660, x3449kristenm@greasemonkeyintl.com

• Local Listings/Reputation ManagementErena Connon | 303-308-1660, x3410erenac@greasemonkeyintl.com

Page 4 Monkey Business • First Quarter 2017 © 2017 GMI

What Is Time?By Marvin Ray

There are many phrases regarding time. Some examples are, “time to get up,” “time well spent,” “time to go,” “time for a change,” and “time waits for no one.” But what really is time? Time is 24 hours, 1,440 minutes, or 86,400 seconds that we each have available to us each and every day.

Time has three separate and major elements: the past, the present and the future. In the past, we saw an era of fuel price increases, rising insurance rates, safety concerns, and emissions control. People were listening to Led Zeppelin, The Who, and the Grateful Dead on 8-track tapes. Those of us from the past now ask, “where did the time go”? Now, in the present time, we have autonomous cars, artificial intelligence, and we drive by wire brakes and power steering. People listen to thousands of artists with tens of thousands of songs available to them on electronic devices that are smaller than a credit card. Those of us from the past now ask, “who would have guessed?” As for the future time, people are asking, “what’s going to happen next?”

In the automotive industry, we have seen a lot of changes “over time.” What we did in the past does not necessarily apply in the present, because “times have changed.” In the present day, Grease Monkey® values its customers’ time so much that we have a system in place like no other in the country, the Pit Crew Guarantee™. Take a look at the typical day of a single parent, and how valuable their 1,440 minutes every day are to them:• Gets 3 kids up at 6:00 am• Leaves house at 7:00 am, drops youngest child off

at daycare and commutes one hour to work• Works from 8:00 am to 12:00 pm, then has one hour

to eat lunch and run errands, including an oil change on this day

• Works from 1:00 pm to 5:00 pm, drives one hour towards home and picks up children

• It’s now 6:45 pm, dinner is whatever is easiest and quickest to make

• After dinner it’s homework with the kids and bath time• At 8:00 pm the kids are in bed and now, it’s time to

pick up toys and fold laundry• Then there’s cleaning of the house and paying bills • By 10:00 pm they are in bed, tired and worn out

Franchisees and their crews have a similar 1,440 minutes every day:• Get up and get ready for work • Open the center• Do the inventory • Greet customers• Educate customers• Finalize the customers experience • Keep the center clean• Close the books at the end of day • Get home and finish the day

For example, if an employee at the center decides to “save time” by skipping the two-minute battery check, the future “time lost” for both the center and the parent could be 30 minutes, and on top of that, the center could also have a disgruntled customer. Issues like this can be avoided by utilizing the Pit Crew Guarantee because it allows for the crews at each center to set a reasonable amount of time to complete a service. This guaranteed time is then communicated with the customer, and when they know the time frame and can see the time from start to finish, they feel more at ease while waiting. If the crew realizes they are going to go over the time promised, they know the customer in return will receive a dollar a minute they go over, leaving the customer happy and the technicians more comfortable in thoroughly completing the service. In the end, crew members are not feeling pressure to save two-minutes by skipping a battery check, or any other step of the process.

It is our own choice how we use our 1,440 segments of time, every day. As I travel from center to center, I see a noticeable difference in those who follow the Pit Crew Guarantee properly and those who don’t. The centers that are following the Pit Crew Guarantee have teams that work together with synergy and are truly living out the Grease Monkey mission of being driven to perform, so their customers and their vehicles can too!

What will you do with your next 1,440 minutes?

Marvin RayService Training Manager

Page 5 Monkey Business • First Quarter 2017 © 2017 GMI

Timea AndruskoAccounts Payable Specialist

Timea, who goes by “Timi,” grew up in Hungary, a country in Europe, and moved to the United States in June of 2016. She graduated from Budapest University of Economics Sciences with her Masters Degree in Business Administration with a specialization in Accounting. Previously, she

worked at an international company, where she had the opportunity to become familiar with accounts receivable, accounts payable, bank reconciliation, journal entries and payroll. She is excited to be living in Colorado and to get her family involved in all of the outdoor activities not always available in Hungary. Grease Monkey International is a perfect fit for Timi. She is an excellent team player, who can also work independently and efficiently. She looks forward to contributing to a good company that has a strong team with a common goal.

Sandra Lovell-FriesenhalnAccounts Payable Specialist

Sandra graduated with her Associates degree from the Community College of Denver in 2013. She enjoyed being back in school after being out for more than, well let’s just say several years. Growing up, Sandra spent a lot of time around bowlers as her parents owned a bowling center in San Antonio, Texas. While in her twenties, she moved to Dallas, Texas, and lived there for several

years. In 1994, after spending so much time in the extreme heat, she decided to move to Colorado and hasn’t left since. Sandra has two sons, who are her pride and joy. Her oldest son is just starting his Bachelor’s degree in Accounting and her youngest is a senior in high school, and will be following his older brother to Metro next year. Sandra is very thankful to be part of a wonderful team here at Grease Monkey International.

Who’s News!

Wafaa SaleebFinancial Reporting Specialist

Wafaa, pronounced (wua- f- aa), means loyalty. She received her MBA with an emphasis in accounting and finance from Regis University in Denver, Colorado. Wafaa’s background includes a broad experience in the FP&A. While working at large corporations, she gained

a diverse experience in operational finance and accounting. This includes budgetary and operational financial analysis, cost and general accounting, use of MS tools and various computer systems supported by strong work ethics and commitment to tasks, as well as the ability to learn new concepts and systems rapidly. Wafaa has lived in Colorado for more than 30 years. She has challenged herself by hiking three of Colorado’s 14ers, and looks forward to marking more peaks off her list. Wafaa is excited to be a part of Grease Monkey International’s growth.

John VitaglianoVice President of Marketing & Communications

John comes to Grease Monkey with an extensive background in Marketing. He has 30+ years as a Marketing Executive in many sectors, including the automotive and franchise industries. Most recently, John was the Chief Marketing Officer at Sears Automotive, and before that, he was the Vice President of Marketing and Dealer Communications for

the Meineke brand. He brings many skills and tools to the table that will help Grease Monkey’s growth now and in the future. Some of John’s notable strengths include understanding the customer’s point of view, promotional and operational based analysis, as well as strong collaboration with franchisee leadership and field-based business consultants. John’s impressive background doesn’t stop there. He graduated from West Point in the top three percent of his class. After West Point, he was an active member of the United States Army for seven years. In John’s free time, he likes to volunteer, spend time with family and friends and is an avid corn-hole player. Lastly, John looks forward to working with and getting to know all the Support Center staff and the many Franchisees that we support.

Page 6 Monkey Business • First Quarter 2017 © 2017 GMI

A neighbor of mine is a customer of Grease Monkey®. As he told me about one of his experiences from a number of months ago, he mentioned he almost purchased a Mobil 1™ Full Service Oil Change (FSOC). On this particular day, he wasn’t planning on purchasing a Mobil 1 FSOC, but he was so impressed with the presentation and knowledge of the greeter he figured – why not? He was also intrigued with the Pit Crew Guarantee™ and how it aligned with a premium service, such as the Mobil 1 service. I found it interesting that a customer was tying together the Pit Crew Guarantee with a premium service, could he be looking for a true “Pit Stop” or NASCAR experience? Perhaps, but I believe it was merely the overwhelming, positive customer experience he was enjoying. Ironically, it turns out the center was actually out of Mobil 1 oil. He was then presented with a choice to switch to Mobil Super™ Synthetic oil, which he agreed to. Even with the sudden switch, his overall experience during that visit was very positive.

Several months later he went back to the center for his next service. On that day, he had a different and unfamiliar greeter. He went ahead and ordered the Mobil Super Synthetic FSOC again. A few minutes later, the greeter came back with a “free upgrade” to Mobil 1. She said it was compliments of the center manager, the gentleman who took care of him the last time he visited. My neighbor looked over to the other bay and the manager gave him a wave and a smile.

I was not only impressed to hear this story, but also extremely proud! Nobody is perfect, but this center has their system down and they seldom miss important factors that impact the customer experience. All the members on this Pit Crew are in sync and are always friendly. That’s why my neighbor has been a customer of theirs since they opened. 

On top of the excellent service my neighbor receives, he now has another reason to continue to return, and

that’s because they remembered him. Actually, they didn’t all remember him, just the center manager. But to my neighbor, the center manager represents the Grease Monkey brand, the Franchisee and the location visited, not to mention, all of the other employees. Remembering your customers is huge. Why? Here are four good reasons.

• It makes your customers feel special. Who doesn’t like to be remembered and appreciated?

• It makes the experience personal. My neighbor was remembered, but more importantly, he was given a special experience based on someone remembering his prior service.

• It creates a connection with your customers. People like being around people they are familiar with. Recognizing and remembering someone is the first step towards that.

• It increases the likelihood of a return visit. Remember the show ‘Cheers’? It was a popular sitcom that first ran in 1982 and was popular for over ten years. The theme song, “Where Everybody Knows Your Name,” was also the theme of the entire show. People like going to–and like going back to– places where they are remembered. It’s simply part of good customer service.

Part of our strategy map includes developing lifelong relationships. Remembering your customers’ names is a great way to start those. When the car pulls up on the drive, quickly look up the license plate to see if it’s a

return customer and if so, go greet them by their name. It will continue the relationship and also provide the

experience you want to deliver to all of your customers! 

Ralph YarussoSenior Vice President,Operations & Business Development

The Personal ExperienceOPERATIONS | Ralph Yarusso

Page 7 Monkey Business • First Quarter 2017 © 2017 GMI

“The customer comes first!” “The customer is always right!” “Customer service drives profits!” “Meet the customer’s expectation every time!” These familiar slogans strongly encourage a company’s service staff to give a high priority to customer satisfaction. The main goal, of course, being to develop brand loyalty among customers. It is a fact: happy, loyal customers

return regularly and refer friends and relatives to a business that delivers on its promises. The Pit Crew Guarantee™ is one of the most powerful tools in our customer focused marketing efforts.

The Pit Crew Guarantee not only helps set us apart from our competition, it exceeds customer expectations, and creates a feeling of trust and confidence. With the Pit Crew Guarantee, Grease Monkey® has taken the commitment to deliver an exceptional customer experience to a whole new level in the industry — virtually putting our money where our mouth is. What this means to all of us is that keeping our brand promise (which drives lasting loyalty) is critical to every center’s success. Not just sometimes, but always ... every customer, every service, every time.

When customers discuss their experiences with family and friends, they improve your brand image and market perception. This, in turn, increases brand awareness, keeping Grease Monkey coming up in conversations on social media and in other settings that serve to spread word-of-mouth advertising, bringing more business into your center. While word-of-mouth advertising (“referrals”) is likely not always free (for example, you may have had to discount a Full Service Oil Change on the Pit Crew Guarantee system, while making a believer out of a customer), it is very inexpensive compared to placing a random ad in a local publication or blanketing a neighborhood with a mailer.

It is crucial that every member of your crew understands and can clearly communicate the Pit Crew Guarantee to your customers. If you have questions or need help with training to ensure all members of your staff are comfortable delivering the details of the program,

contact Tom Staker at tstaker@greasemonkeyintl.com or by phone at 303-454-3418.

In addition to the components you received in the Pit Crew Guarantee (PCG) Kit in 2016, the Marketing Department has developed some tools for the 2017 1st Quarter Promotions that will help you reach out to new and potential customers and educate them about the Pit Crew Guarantee. If you have any questions about the material available, please contact me by email at kristenh@greasemonkeyintl.com or by phone at 303-454-3449 or 800-822-7706.

Kristen MetcalfMarketing Coordinator

The Pit Crew Guarantee™— Customer Focused MarketingBy Kristen Metcalf

When you visit Grease Monkey® for a Full Service Oil Change, we’ll complete your service in the time we promise. Guaranteed. If our Pit Crew

doesn’t finish in the time promised or less, you’ll get a buck back for every minute we go over.

That’s our service commitment to you.

It’s just another way we deliver a less hassle, more hustle experience every time.

TMTM

At Grease Monkey®, We Value Your Business–

And Your Time!

Service Done Right. On Time...Guaranteed!™

Service Done Right. On Time...Guaranteed!™

We’ll complete your Full Service Oil Change in the time we promise. If our Pit Crew doesn’t

finish in the time promised or less, you’ll get a buck back for every minute we go over. That’s our service commitment to you.

It’s just another way we deliver a less hassle, more hustle experience every time.

TMTM

At Grease Monkey®, We Value Your Business–

And Your Time!

Launch MarketingDigital Poster

10 FootWave Digital Poster

1-Sided Valpak

2-Sided Money Mailer

Reminder Cards

Website Banner

Facebook Graphic Google+ Graphic

Page 8 Monkey Business • First Quarter 2017 © 2017 GMI

As you may know, we have been emailing surveys to customers who have visited centers offering the Pit Crew Guarantee™. We began gathering these surveys in July of last year and to date have received over 500 responses.

The survey is very short and asks:• If they were offered the Pit Crew Guarantee.• If the time Guarantee was met.• If a time Guarantee is important to them. • If they have visited the center before.• If they would recommend Grease Monkey® to

their family and friends.

The feedback and cumulative results point out some very interesting things. First, we have a number of centers who are up and running with the required equipment; however, they are not offering the guarantee consistently, if at all. Below is a quote from a customer regarding this:

“I did notice a clock running backwards but did not know why. I’m guessing it was for the time guarantee. They did beat the clock by 4 minutes. I guess if I knew about the guarantee I would have told them good job getting it done quickly.”

This was the customer’s first visit to this center. Now imagine what the customer’s response would have been if they had been offered the guarantee and explained how it worked.

Remember, the Pit Crew Guarantee is designed to be the biggest differentiator between Grease Monkey and the rest of the quick lube industry. 2016 turned out to be another banner year for Grease Monkey in regards to increased sales and outstanding performance in other key areas such as service and customer care. This is due to many factors, including dedicated owners, operators, and their crews; but the Pit Crew Guarantee certainly played an enormous role based upon the survey feedback. Here are some highlights:• For customers that were offered the Pit Crew Guarantee,

the time guarantee was met 94% of the time. • 92% of the total respondents rated the time guarantee

as very important to them.

• 96% of the new customers who responded said the time guarantee is very important to them.

• Customers were asked if they would recommend Grease Monkey to a friend.~ The customers who were NOT offered the

Guarantee answered 77% yes. ~ However, the customers who WERE offered the

time guarantee answered 94% yes.

Let’s take a step back to when we initially conducted interviews with customers. The number one thing they said was they wanted it fast. This is what we are delivering. One of the comments I hear most often from our Managers and Franchisees is how it has increased their efficiencies

in the service bay. That old adage of ‘what gets measured, gets done’ certainly applies here.

The Pit Crew Guarantee system is now as much a part of our Grease Monkey culture as the Echo System. Imagine the power of

the Guarantee when it is offered consistently throughout the entire Grease Monkey brand to

all of our customers each and every day. Now that is truly marketplace power!

TRAINING | By Tom Staker

The Pit Crew Guarantee™

What Are Our Customers Saying?

Tom StakerNational Director of Training & New Services

TM

Center UPDATES

• Havoline Xpress Driven by Grease Monkey

Center #1072 opened on October 8, 2016,

in Stone Mountain, Georgia.

• Center #1068 in Woodward, Oklahoma,

owned by new franchisees, Brandon Kornele,

and Lance Semmel, opened on

November 16, 2016.

Page 9 Monkey Business • First Quarter 2017 © 2017 GMI

As you manage your center’s Facebook account on a desktop computer, you may have noticed the colorful buttons prompting you to share a photo or video, get people to learn more, help people find your business, create an offer, and so forth. I will refer to these as post enhancement features. While some of you have already started utilizing these features, others are hesitating. This article will provide insight into the four post enhancements most relevant to your center: “Create an offer,” “Get people to learn more,” “Help people find your business,” and “Create a job post.”

You might have asked yourself, “Why should I use these when I can compose a post and attach a visual in the same amount of time?” The answer is, these buttons help you create a more structured post, allowing your viewers to instantly recognize what you are communicating. There is also a call to action button for your viewers to click, which can lead to a higher engagement with your audience. For instance, if you create an offer, viewers can claim the offer in a click of a button and have it saved on their mobile phone for future use. Or, if you create a job post, a button that reads, “Apply Now” will automatically appear. One of the best parts is, you don’t need to pay to use these features. However, if you don’t pay, you will only reach a small portion of your current followers. If you pay, also known as boosting your post, you have the ability to reach a larger portion of your current audience. You can also branch out and reach new potential customers, based on criteria you select. In the next section, I will discuss the uses of four of the post enhancement features.

Create an Offer - allows you to promote specials and discounts you are offering at your center. you have the ability to select whether the discount is a percent off, an amount off, a buy one, get one free offer, or a freebie.

You can then include a description of the discount, select up to five images, set an expiration date, add any terms and conditions, and even cap how many offers can be claimed.

Get People to Learn More - this enhancement is a great way to drive more traffic to your website. The call to action button in this feature is, “Learn More,” which takes the viewer straight to your website.

Help People Find Your Business - creates a call to action button that reads, “Get Direction.” The button then opens a map to your business. Again, you can select an image you would like to use. A great image to use would be one of the center.

Create a Job Post - is the newest feature available. If you are looking for more employees for your center, this might be a tool to utilize to attract more candidates. As mentioned earlier, the call to action button is, “Apply Now.” When a viewer clicks it, an application generated by Facebook appears. The application gathers some of the viewers’ information directly from Facebook such as name,

phone number, email and past experiences. The viewer has the ability to update any information that is outdated or missing. There is also one question for the viewer to answer, which is, “Why do you think you’re a good candidate for Grease Monkey?” Once completed, the application is sent to your center as a Facebook Message.

If any of these tools interest you, and you would like some help using them, please contact me at 303-454-3410 or at erenac@greasemonkeyintl.com.

Enhance Your Facebook PostsBy Erena Connon

Erena ConnonMedia Marketing Coordinator

Page 10 Monkey Business • First Quarter 2017 © 2017 GMI

2016 was an active and exciting year for Franchise Development. Eleven new franchise agreements were executed this past year, four new locations opened, six franchisees renewed their licenses and over 21 licenses are now in the pipeline looking for prime locations to begin their journey.

With the rollout of the Pit Crew Guarantee™, Grease Monkey® has an exciting story to tell and

this story makes it easier to grab prospects’ attention! One of the first questions prospects usually ask is, how is Grease Monkey different from the competition? This question opens the door for us to discuss the reasons consumers come to a quick lube (fast, professional service and knowledgeable technicians) – the Grease Monkey Pit Crew Guarantee! Our guarantee helps assure our customers they will get in and out quickly and that our knowledgeable technicians have performed the oil change correctly. This differentiator is proving to be an important component in encouraging prospects to take the next step to becoming a Grease Monkey Franchisee. We also take this opportunity to promote ourw Car Wash concept as well. Grease Monkey is one of the few quick lube concepts that offers the option of the quick lube/car wash combination.

The year 2017 is off to a great start as well. Three new franchise agreements were signed in January!

Please welcome the following new franchisees:

Yia Vang and Mai Le Xiong. The husband and wife team from Oklahoma signed their franchise agreement on January 10, 2017. This will be our second location in the great state of Oklahoma!

Rod Compton from Washington also purchased a new license on January 4, 2017.

Robert and Amy Rodriguez, current franchisees from Laredo, Texas, purchased a second license for Laredo in January as well. Robert and Amy’s success has prompted them to purchase the additional license which allows them to own the Laredo market!

In late January, the Franchise Development team participated in the Franchise Expo South in Dallas, TX. During the three-day event, the Grease Monkey brand was promoted to over 5,000 attendees. Texas is a very active market right now and our team is working diligently on following up with each of the leads we received.

If you have been considering opening another Grease Monkey or Monkey Shine location, now is the time! Just give Jeff King a call at 719-359-7873 or email him at jking@greasemonkeyintl.com. Have a great spring!

Franchise Development Team Hustles Into 2017!

Lori SchneiderFranchise Development Specialist

FRANCHISE DEVELOPMENT | By Lori Schneider

New franchisees Yia Vang and

Mai Le Xiong.

New franchisee Rod Compton.

The Rodriguez family.

Page 11 Monkey Business • First Quarter 2017 © 2017 GMI

For many businesses, the new year is a time to get up-to-date with operational processes and employee certifications. With that being said, I want to remind you to make sure your employees are trained and prepared to increase productivity. One way to do this, is to have employees visit Grease Monkey University’s (GMU) new Carquest platform. There are lots of new courses available to learn from! Also, take note that many of the employees that have been around for the last two years are due to renew their Pit Crew Certification. This can also be done on GMU.

As we set our goals for the new year, a standard goal is to keep increasing sales and customer counts. Some of you have reached out to me asking the question, “How can we continue to grow at our current pace?” I understand that we are on a four-year growth spurt and many of us think we will soon be levelling out. However, I believe that if we can continue to reduce bay time, we will continue to grow customer counts. Most of you have the ticket average part figured out, but now need to increase customer counts to continue growing.

That is where the Pit Crew Guarantee™ comes in. Employ this system to help the manager and assistant manager keep the vehicles moving. Centers that have installed and utilized the timers have seen major decreases in service times and increases in customer counts. The Pit Crew Guarantee helps keep your bays open, which means more customers will see that and are then more likely to pull in for service. Ask your

customers to share their Pit Crew Guarantee experience with their families, friends and co-workers. This, too, will help increase your customer count.

You can use the Pit Crew Guarantee as a motivational tool for your team. Do this by not only setting a time goal for types of services, but also setting a time for completion of each part of the service. For instance, one objective could be to have all items checked and pulled by the two to three-minute mark. This is a strategic target because the success rate of customers saying yes to an additional service is much more likely if the decision is made at the beginning of the service. The next time goal could be to have all items reinstalled and oil added by the six-minute mark. Your last time aim might be to have the courtesies complete and the vehicle started by the eight to ten-minute mark. Of course, set the time goals how you best see fit, these are just examples I have used in the past. When establishing your expectations, remember—things that are measured are achieved, and if you don’t the set parameters for the employees to follow, they won’t know the expectations.

I have included in this article, comments from one of Shawn Hankin’s center Managers, Curtis Madrid. Madrid’s testimonial demonstrates how important his customers’ time is to him and his crew. Madrid has been very successful in training his crew at the center

The New Year Is At Full Speed Ahead. What Gear Are You In? By Brian Michel

Brian MichelRegional Director

2017 TRAINING CALENDAR To attend any of the courses listed here, please contact Tom Staker to register.

New Franchisee Training Classes

June 13-14, 2017 | Denver, CO

September 18-22, 2017 | Denver, CO

December 11-15, 2017 | Denver, CO

Advanced Managers Training Classes

March 14-15, 2017 | Denver, CO

April 18-19, 2017 | Denver, CO

May 16-17, 2017 | Denver, CO

July 18-19, 2017 | Denver, CO

August 15-16, 2017 | Denver, CO

October 17-18, 2017 | Denver, CO

November 14-15, 2017 | Denver, CO

GREASE MONKEYUNIVERS IT Y

[continued on page 13]

Page 12 Monkey Business • First Quarter 2017 © 2017 GMI

Your GMI Training Department has been hard at work developing custom training courses to help you and your team gain new knowledge and skills. Always striving to align with our core values, these new courses embrace “DRIVE!” New learning helps us pursue our passion to be better today than yesterday, and prepares us for new challenges and opportunities. Below is the scoop on a couple of these new courses. You’ll find them both on Grease Monkey University under the “Silver” category of courses:

5.07 Recommending the Correct Oil

Recommending the correct oil used to be pretty straightforward. But with advancements in technology – both engines and oils – the choices have grown and the information we have to work with has become less clear. In this course, we cover a range of topics to help ensure you understand and recommend the correct oil specification for today’s vehicles. By the end of this training course, you’ll know:

• The often complex issues involved in making a correct oil recommendation to Grease Monkey® customers

• The basics of engine oils and appropriate applications

• Where to find and how to decipher owner’s manual information regarding oil recommendations and requirements

• How to educate your customers on the correct oil for their vehicle, using appropriate terminology

• How to offer appropriate options based on your center’s product line AND available alternatives

• How to handle various common situations

5.08 Tire Training 101 – The Basics of Tire Construction & LabelingJoin Gerome Bernal, Grease Monkey’s Tire Services Brand Manager, as he guides you through the basics of tire construction and labeling, including:

• The terminology used to describe tires, their characteristics, and their applications.

• How to read the information stamped on the sides of tires.

• Tire sizing and rating systems, so you can help customers select the right tire for their vehicle.

This course comes with a helpful workbook you can print (or simply open and view on your computer/device) to increase your learning and practice your new knowledge.

New Training Courses on Grease Monkey University

GREASE MONKEYU NIVERS IT Y

2017 REGIONAL SPRING TRAINING DATESWatch your email for an announcement on upcoming Spring Training sessions

to be held in Charlotte, Chicago, Denver, Seattle and Salt Lake City!

Page 13 Monkey Business • First Quarter 2017 © 2017 GMI

in Federal Way, Washington. They have exceeded the Million Dollar mark for the last two years.

I look forward to helping all of the centers in my region meet and exceed their goals for the year!

I can be reached at Brianm@greasemonkeyintl.com or 970-222-6247.

The New Year Is At Full Speed ... [continued from page 10]

As we age, we begin to realize that the most important asset at our disposal is our time. When we are young, we believe the world is at our fingertips and we will infinitely relish life in our youth. The hard fact of reality is that time is finite and it is in this respect that we value our time more than anything else.

From this perspective, we gratefully implemented the bay timer system into our stores. We understand that when a customer comes in to do services on their car, not only are they enabling our livelihoods, but they are essentially giving us their greatest asset. The time a customer spends at our centers will never be given back to them. We may refund a service, discount a portion of their oil change and ask forgiveness for not exceeding their expectations, but it is impossible to ever give them back the time they chose to share with us instead of the competition.

The Pit Crew Guarantee bay timers give us a gentle reminder to work with less hassle and more hustle; to pride ourselves in our work day in and day out, while continuously working with a sense of urgency. Not only does this help us incorporate all of the elements of the show, it keeps us accountable to our word, which in today’s society, I believe a majority of us have

come to believe is non-existent. There used to be a time where a handshake represented the notion that we came unarmed, and we were innocent until proven guilty. Today, we generally keep our guard up and believe people are guilty until they prove themselves innocent. The bay timers are our way of extending a metaphorical handshake out toward the customer, saying we give you our word and we will stand behind it.

Not only have the bay timers instilled a “wow” factor with our customers, but they give the manager a second “Eye in the sky,” which reminds the crew to keep working diligently, even if the manager is dealing with something else or not even in the center. Additionally, the timers have cut down on our bay times which allows us to service more cars and generate more income within our facilities. If you have not already implemented these timers into your centers, I strongly encourage you to do so. We are typically resistant to “new” things because they are uncommon to us and we like a sense of security, but any true entrepreneur understands that the path is never forged for us, we must forge our own. We must take great action to generate great results, and be willing to do what unsuccessful people are not willing to do.

Curtis Madrid

I often get asked the question, “If you owned your own center, would you install the Pit Crew Guarantee (“PCG”) system, and support it?” I quickly answer with, “Yes, I absolutely would!”

After being in the quick lube business for over 31 years, I can tell you, the PCG system is certainly a differentiator for our business. It forces us to interact with the customer to clarify what the timers mean. Customers are like our technicians, they want to know what the new “tool” is and how it works. I’ve personally heard customers say what a great idea it is, especially because it gives them the opportunity to receive a discount. The in-center customers’ comments coincide with the surveys that are being sent out to our customers; time is very important to them. I’ve also heard owners and managers say that the PCG timers

help keep the techs on track; it has positively changed the atmosphere in their centers.

Our business has certainly changed over the years, and continues to transform every day. We must be able to separate ourselves from our competitors in a positive way, and provide exceptional customer service to be successful at our centers. The PCG system and Certified Pit Crew program work together to prove to our customers we have certified technicians able to service their vehicle in a timely manner, guaranteed!

If you don’t adjust to the ever changing world we live in, you risk the chance of being left behind.

Pit Crew Guarantee™? Absolutely! By John Vant

John VantRegional Director