HOUSTON, November 13, 2006 - Local business owners Steve and Cathy Funkouser will soon reveal a new face - for their Richmond, Indiana Jiffy Lube®. The Funkhousers recently won the "Extreme Jiffy Lube® Makeover Contest," which gives them the opportunity to be the first franchisees in the country to debut the new look of the largest fast-lube chain in North America. The Funkhouser's prize is a complete remodel of their Jiffy Lube® service center on E. Main Street, valued up to $70,000.
The Funkhousers won the makeover after describing how their service center could better serve customers with an extensive internal and external update. Their 57-year-old building, which was originally built as a Standard Oil gas station in 1949, housed three businesses before becoming a Jiffy Lube® in 1999. The Funkhousers believe the remodel can improve its look, as well as their customers' experience inside it.
"Our cash-out area is small and cluttered and our backs are often to our customer. The experience tends to be impersonal. We'd like to have more face-to-face interaction," said Steve Funkouser. "We're also hoping to give our lobby a warmer, more welcoming feel. For our service center to provide our customers the experience that we want it to, it needs to be updated."
The Funkhousers have a long track record of excellent customer service and they find creative ways to care for their customers. They provide dog biscuits for pets and free newspapers for waiting customers; display flowers and flags on special holidays; and pay special attention to senior citizens and customers with small children.
"Steve and Cathy Funkhouser have customer satisfaction scores that are higher than the national average for Jiffy Lube® franchisees," said Lisa Carlson, global director of marketing for Jiffy Lube® International. "They are truly outstanding performers and very deserving of the honor to debut the new look of Jiffy Lube®."
The Funkhousers also have a strong tie to their community and give back whenever possible. "One program we take pride in is our safety light check for teenage drivers where we replace turn signals and parking lights for free," he said. They also run an annual fundraiser where they offer customers discounted oil changes and donate $15 from each service to a local cause.
The New Look of Jiffy Lube®
As the first franchisee to receive the new look of Jiffy Lube®, the Funkhousers will be able to choose from a menu of improvements to create a more pleasant, time-efficient and satisfying customer experience at their service center. Some of these updates could include the exterior façade, signage, interior spaces and landscaping. The completed facelift will also likely include a new Jiffy Lube® logo and storefront design, more effective use of drive-up and service bay space, as well as a more customer-centric cash-out area.
The makeover is set to begin later this year and be completed by March 2007.
Editor's Note: Photos available upon request.
Jiffy Lube®, with more than 2,200 service centers in North America, serves approximately 27.5 million customers each year. Jiffy Lube®® pioneered the fast oil change industry in 1979 by establishing the first drive-through service bay, providing customers with fast professional service for their vehicles. Headquartered in Houston, Jiffy Lube®® International is a wholly owned, indirect subsidiary of Shell Oil Company. Visit www.jiffylube.com to learn more about Jiffy Lube®® and vehicle care.