As a child, Oil Express franchise owner Arthur Lukowski travelled with his father all across the United States, discovering new concepts in the oil and service industry. On one of those travels, the father son pair came across an idea that caused both of them to scratch their collective heads.
“There was a gas station in Johnson City, Illinois where a cow had fallen into a pit that was intended for people to use for getting under their cars, “ chuckles Lukowski, whose Highland Oil Express has been serving customers since 1980. “My dad remembered it, and instantly started thinking about how a hole in the ground could help us build a better change oil business. Today, it’s a concept we take for granted, but back then, it was monumental.”
Indeed, these sorts of discoveries have a profound impact on not only the family business, but also on the relationship between a father and son. “He taught me much about customer service and how to run a successful family-owned business,” says Lukowski, the past president of the Chicago Family Business Council. “He also taught me how the little touches will always make a difference in the hearts of our customer.”
In fact, these lessons served as the core of some recent cosmetic changes the company made in recent years, including over $30,000 in interior and exterior remodeling to make the space a bit more appealing. The location is also well known for its cleanliness and its beautiful outdoor floral displays during the warmer months.
And while these changes were embraced by their loyal and growing group of customers, Lukowski says customer service remains at the cornerstone of their success. “The fact is that there is no difference in the oils we are all using,” explains Lukowski. “What makes Oil Express different from our competitors is the person we have on the floor. We do not pay our employees commission at all. I personally sit down and conduct an orientation with each and every employee, and discuss what we feel is important in terms of customer service. Yes, we can do an oil change in less than 10 minutes. We always know the clock is running for us and our customer. But at the end of the day, it’s about serving the customer in the best way possible. It’s why they continue to come back.”
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9615 Indianapolis Boulevard