COVID Challenges
How could they keep customers? How could they provide the level of service their customers had come to expect?
How would they assure customers the shop was safe to visit as the virus raged through their Houston community? Sensible Driver played a role in their plans to weather COVID shutdowns.
Wilson had a deep well of auto business experience to draw from as he faced these new challenges. He got his interest in vehicles through his father, Ron, who distributed brake products and later tire products.
Earlier in his career Wilson helped setup Quick Lane franchises for stores throughout the Midwest. He also worked for Goodyear Corporation and Penske Corporation.
His wide range of experience in the auto service market gave Wilson a deep understanding of customer needs.
“We are located in a residential community and treat our customers as if they are family,” Wilson said. “That’s important for retention. You’ve got to stay in constant contact with them.”
Time At Sea
Casting about in the quiet solitude of the gulf gave Wilson and Tinsley time to consider their options. Some of those ideas were tossed overboard: Reducing staff? No. Eliminating services? Definitely not—that would just restrict options for their customers.
In the course of reeling in speckled trout, red snapper and flounder the two seasoned managers confronted their own work-life principals. That is, they had an obligation not only to customers but to the employees as well.
The pair decided though they had many paths to choose only one made any sense then and going forward. They put together spreadsheets, reviewed marketing programs and drilled down into the analytics of their customers. Then they laid out their plan with owner Jim Janke and other principals of the Tommie Vaughn dealership.
Their plan was approved and Wilson set to work implementing it.
‘We didn’t want to lose any of our techs,” Wilson said. “And we didn’t want to lose any of our customers.”
Getting Team Buy-in
Wilson mustered his staff and let them know they had a job no matter how bad things got with COVID. After all, without good techs they couldn’t attract and keep customers.
Wilson and new Quick Lane Manager Ross Brumley figured customers still were going to drive, maybe not as frequently as before, but they needed to use their vehicles nonetheless. Things were going to come up such as grocery shopping, errands, perhaps a camping adventure or road trip to a relative’s home.
And when all those local vehicles needed servicing, Wilson wanted their owners to consider Tommie Vaughn Quick Lane first.
“Making our team feel secure about their jobs meant we could give customers the level of service we always provided in the past,” said Wilson, an avid archer who goes bow hunting during the winter.
