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Xpress Lube’s Service Package

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•Xpresso Lube’s provides oil-change service to its customers with a coffee bar experience and a music band during the evening to make customer waits very enjoyable. •They also provide a free transportation services taking his customers to and from work to ensure the convenience of the customer. •Xpresso Lube has two service lifts and make customers to participate in the service by explaining them visually.

How are the distinctive characteristics of a service operation illustrated by Xpresso Lube •Xpresso Lube was started with the purpose of providing a unique, pleasant and honest experience. They do not want to compete with speed, but instead with a bunch of other services. •Xpresso Lube business model is to combine the coffee bar craze with the oil change business. They transformed the waiting area into a coffee bar with number of amenities. •The floors are carpeted and these are numerous tables and chairs an outside area is covered for us when the weather is pleasant. Characterize Xpresso Lube in regard to the nature of the service act, the relationship with customers, customization and judgment, the nature of demand and supply and the method of service delivery. •Charlie believed customers deserve good service and honesty and he was tired of seeing people get “ripped off”. The majority of his customers are women, because they earned their trust.

• If customer’s does not want to wait, Xpress lube provides transportation to and from the work. This helps them to maintain a smooth demand during week day afternoons so that customers will not have to come after 5.00 or only during weekends. What elements of Xpresso Lube’s location contribute to its success? •Most people prefer to pick that is close to their home that has short waiting line. Most customers want service during the lunch hours, after work or on Saturdays. •Xpress Lube is also on a prime location, where customers can walk in to many nearby shops. •The location has a high tech business community and a diverse population. Given the example of Xpresso Lube, what other services could be combined to “add value” to the customer? •Can set up a kids play area, so that the customers who travel across with family can stop over for few minutes to do the oil change and have their kids play in the play area. •The Xpress Lube can tie up with retail stores like and start on their premises. In that way, the customers can leave their cars, finish their shopping and pick it up. •Introduce loyalty cards for discount and tie up with other service providers like car wash etc.

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