How Griffin Fast Lube turns customers into customers for life.

“We always pride ourselves in customer service,” said Bryce, Griffin Fast Lube’s marketing Vice President. “And we [used to base] our Customer Service score off of a phone survey that would call random customers from the previous week.” 

This survey provided the Griffins with customer feedback, a competitive advantage in a world of impersonal or inattentive car shops. But it also came at a price. The cumbersome process included collecting phone numbers, calling customers, asking questions, and then evaluating the data. The biggest issue was trying to fix problems that happened over a week ago, a problem that could have cost us hundreds of customers.

“We needed to figure out a better way to communicate with our customer, because that’s where we really struggled,” Bryce said. “We get them when they come in- we can talk to them, but when they leave, we don’t really know.” 

Fortunately, that’s when they stumbled upon Podium. By adding the ability to text their customers and streamline the customer review process, Griffin Fast Lube’s feedback skyrocketed.

Podium also helped Griffin Fast Lube retain customers. “Seventy percent of our business is repeat customers, and we started to see a decline in the previous year,” Bryce said. “As soon as we started using Podium, we went up to almost 7% in repeat customer increase.”