“I follow the Golden Rule... Always, always treat each customer the way I would want to be treated and work on their car as if I'm paying for the gas in their tank.”
Dayton, Ohio, Midas Manager Jason Layton, who, through routine maintenance saves up to $30 per month on gas.
Jason Layton is a miser. A gas-mileage miser. He likes nothing better than to squeeze every last centimeter from every fill-up. How? By changing the oil in his ’99 Camry regularly, keeping his tires properly inflated, replace dirty air filters and spark plugs and tackling other simple, money-smart maintenance chores. And he encourages his customers to do the same. “I know the financial benefits of keeping my car running efficiently, and I want my customers to recognize the benefits, also,” said Layton, manager of Midas’ Far Hills Ave. store in Dayton, Ohio, who estimates that routine maintenance saves him $20 to $30 per month at the pump. Layton is clearly one customer-focused manager. But don’t take our word for it. Take it from his customers, who give him some of the highest consumer satisfaction scores in the 1,700-store Midas system. In the blue collar southeast suburban section of Dayton where his shop is located, Layton has built a solid reputation for service and an impressive base of regular customers, many of whom he knows by first name. “I tend to think of my customers as being more like friends,” he said. And because friends don’t let friends drive unsafe or unreliable cars, Layton makes sure every vehicle he sees is given a free 45-point visual Courtesy Check. Layton uses this check—every vehicle gets one, even if just in for an oil change—to identify undiagnosed problems and find ways to keep the car operating at peak performance. He looks inside the vehicle, outside, under the hood and under the vehicle, checking the oil, fluids, tires, spark plugs, air filters, and much more. “The Courtesy Check is a great way to give folks an understanding of the condition of their vehicle,” said Layton, who takes customers out to the car for “show and tell,” explaining in detail everything he finds. First, he lets them know everything that’s right. And then, should he find an issue that needs attention, he has the parts, equipment and capabilities to take care of it. Batteries? He’s got a full stock. Flushes? His shop is fitted with transmission, power steering and anti-freeze machines. Tires? Layton has rack loads, along with tire machines, wheel balancers and computerized alignment equipment. You’ll never be strong-armed into buying anything you don’t need or can’t immediately afford in this shop. That’s not Layton’s style, nor Midas’. And he won’t present you with a bewildering list of “must do’s.” Instead, he prioritizes, putting safety issues such as bald tires or worn brakes at the top and items that can wait further down. He also offers payment options and will likely tell you about the 90-days-same-as-cash Midas Card. And in all cases, he’ll leave the if-when-and-how repair decision up to you. Dropping off your car? Layton, who opens at 7:30 a.m., will give you a ride home or to your workplace and deliver your vehicle when he’s finished. Nothing’s too much for the customer. “I follow the Golden Rule,” he concluded. “Always, always treat each customer the way I would want to be treated and work on their car as if I’m paying for the gas in their tank. It’s a simple formula, but it’s working well.” |