Sep 06, 2025
Calgary, Alberta

“We’re short personnel this morning, the wait might be 40 minutes.”

(Can’t read the full email – click here for the online version.)

We were in line to have our car’s oil changed. The day before a simple search had revealed that a reputable oil and lube place had a $15 off coupon. Since we never like to refuse a deal, that coupon helped us make the decision on where to take our vehicle.

Now I was wondering if we had made the correct decision.

5 minutes later the technician came back and told me that staff had shown up and the wait would be only 10 minutes. Ok – things are back on track.

Sure enough, 10 minutes later, we are motioned to drive up into the bay. A different technician then asks what we want done. We tell her, just the oil change (synthetic) and that we have a coupon. We mention also that we are from out of town, in a rush and no other work is necessary. 

Interestingly, she appeared relieved. She can then skip through all of the upsell prompts that this business puts its customers through. Such as checking all other levels, topping up the windshield fluid, looking at the wear on the wiper blades etc. etc. Such checks incurring an additional cost, naturally, with the aim of providing more services, with their supplementary costs.

Instead, she was more interested in getting us on our way, so she could handle other customers behind us.

But unfortunately for her and us, another delay was in store. As the technician was tightening the bolt underneath, he cracked the gasket. Now they had to drain all of the new oil they had just added and add another 5 – 6 liters. 

 

In the end, all work was completed and we cheerily went on our way and the staff greeted the next customer.

But my mind was going – does the owner of this station have a good handle on how his company is really being operated.

Running a discount coupon to drive customers is and can be an excellent way to get new business. Yes, they lose some profit upfront. But this can easily be overcome, if and when their staff implement an upsell sales system, so that the cost of obtaining the customer, is more than offset by the extra fees that can be earned once they have that customer “in their grips” so to speak.

But my impression was that the staff at this place were not well-trained or supervised in the implementation of the upsell system. Furthermore, the late appearance of staff, if occurring regularly would surely put off customers.

Lastly, how often do they have to drain and re-add oil due to gaskets breaking or some other unforeseen problem? Do this even for 1 out of 10 and the profits for this business flow down the drain with the oil.

Whatever business you run or oversee, be sure that the policies you set in place to ensure your profitability are actually implemented.

-> Ready for a breakthrough? Discover how subtle changes can lead to massive business transformations! Learn more here. 

Until next week, 

Stay healthy and focus on profit! 

 - Hugh 
The “Profit Accelerator” Expert

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