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Oil Change Schedule Reference Guide

© All Rights Reserved, Jiffy Lube International 2009

Static Sticker Printer - Setup and Use Instructions

Pre-Launch – Static Sticker Print - Instructions

These instructions are for a Static Sticker Printer connected to the mothership at a Jiffy Lube store. You must be at the store to use these instructions.

These instructions cover:

Static Sticker Printer Initial Setup............................................................................................3Static Sticker Printer Physical Connections.........................................................................3Loading the static sticker printer with stickers......................................................................4Adding the printer to the Printer list on the mothership........................................................4

Static Sticker Printer Maintenance Program............................................................................5Static Sticker Message Maintenance...................................................................................6

Static Sticker Printer Setup in Store Control............................................................................7Printing Test Static Stickers.....................................................................................................8Advanced Port Settings...........................................................................................................9Troubleshooting the Static Sticker Printer.............................................................................10

© All Rights Reserved, Jiffy Lube International 2009 2


Static Sticker Printer Initial Setup

Static Sticker Printer Physical Connections

1. Plug the power adapter into the printer.2. Plug the power adapter into a 110 AC outlet.

The PENNZPRINT / Q-Print static sticker printer requires a cable connection kit available from Communication Graphics Inc. that consists of a four foot long 9-pin serial cable, two 9-pin telco adapters (one male and one female), and a 6 wire telco line.

This kit will connect the printer to the mothership.

1. Plug the 9-pin male end of the serial cable into the back of the printer and secure the connection with the attached screws.

2. Plug the male plastic telco cable adapter into the other end of the cable.3. Plug one end of the telco cable into the telco adapter. 4. Connect the female telco adapter into the COM Port of the Mothership CPU. 5. Plug the telco cable from the printer into the telco adapter on the COM port you

have chosen.



Loading the static sticker printer with stickers

1. Make sure the printer has power and the POWER lamp is green. 2. Open the printer cover.3. Remove the printer spindle (the clear plastic tube the roll goes on).4. Slide the sticker roll on the spindle. 5. Put the spindle and sticker roll back in the printer. 6. Once the sticker roll is in the printer, slide it as far to the left as it will go.7. Slide the black plastic guide to the left so it rests against the stickers. 8. Open the print head by sliding the black tabs back and pulling up on the print head.9. Pull the stickers from the roll forward and then close the cover. 10. Make sure READY lamp is green. 11. If the light is red, cycle power by turning printer off and back on again, also make sure

the print head is latched down completely on both sides.

Labels are always loaded with the labels coming from the bottom of the roll, under the print head mechanism.

Make sure the labels are flush with the printer side opposite the on/off switch, and move the adjustable label guide to keep the labels in that position. The black adjustable label guide is on the label core holder.

Adding the printer to the Printer list on the mothership

1. Click on your START button. Select SETTINGS and PRINTERS.2. Double click on ADD A PRINTER. The wizard will lead you through the set up.3. Following the wizard, click NEXT. Select LOCAL PRINTER.4. Select a serial port that is free. Normally, that is COM1. Click NEXT.5. Under “manufacturer,” click GENERIC. Under “printers,” select GENERIC/TEXT ONLY.

Click NEXT.6. The next screen allows you to name your printer, for example, pennzprint.7. Underneath, the screen asks if you want to use this printer as the default. Select NO.

Click NEXT.8. Select DO NOT SHARE THIS PRINTER and click NEXT.9. Select NO on printing a test page and click NEXT.10. Your printer is installed. Now click FINISH.



Static Sticker Printer Maintenance Program

1. In POSnet, from the Main Menu, click Setup, Other Setup, and then Static Sticker Setup.

2. Enter User id and password. 3. Select Printer Name – for example, pennzprint

Using the Default format for the sticker

On the left-hand side of the screen, the FORMAT Combo box shows the various “layouts” for the selected sticker. Each Sticker has a “Default” layout. The Default layout cannot be altered.



Static Sticker Message Maintenance

1. Select the sticker you will be using.

The PENNZPRINTStatic Sticker Printer has 6 different stickers formats.

The Next Service with Message Stickers Save $2 with mesg Save $3 with mesg NextService mesg

The Next Service Stickers (no area for a message below the date and miles )Save $2 Save $3 NextService



2. Enter the store name and location in the blank lines. This information will print on the sticker.

Static Sticker Printer Setup in Store Control

1. In POSnet, Back Office, select Setup then Store Setup then Store Control.2. Look for Static Sticker Interval Miles.3. Change the mileage to 3,000

This mileage is only used before ODI goes live. Once ODI is operational, the mileage printed on the sticker will be the mileage chosen by the customer.



Printing Test Static Stickers

1. Print a test sticker by clicking the Printer icon button

2. Click OK. A test sticker will be printed.



Advanced Port Settings

There may be some situations where you will need to check the Advanced Port Settings.

Select the Configure Port Settings button

The Port Settings should be set to have a Speed of 9600, Parity N, Data Bits 8, and Stop Bits 1. The Port Number will be set to either 1 or 2 depending on which of the two available COM Ports the cable is plugged into.



Troubleshooting the Static Sticker Printer

If you cannot resolve the problem after reviewing this section, help is available 8am through 5pm central time, Monday through Friday by calling 713-546-8226.

1. See the User's Guide first to try and fix the problem.2. If your issues consist of a problem with your software or the printer is not printing

anything out please contact JL Support at 713-546-82263. If you still cannot resolve the problem, or if the problem is directly related to the printer,

help is available 8am through 5pm central time, Monday through Friday at (888) 307-5352.

Printing is poorOccasionally, during shipment, the springs behind the print head will become unstable, which could cause poor printing.

To fix this, you can move the print head around making sure that it is nice and straight behind the ribbon. You will also notice that the print head can move up and down, make sure that it is pushed all the way down towards the supply core of ribbon.

Also, after some time, the print head can become dirty. You may clean it using an alcohol wipe or cleaning pen (suggested). You can purchase cleaning pens from Communication Graphics.

Printer Reset Instructions

1. Turn the printer off.2. Press and hold the feed button and while holding the feed button down, turn the power

back on.3. The printer should start printing some gibberish. When that starts to print, stop holding

the feed button down.4. When the printer stops printing, turn the power off.5. Press back on the black tabs on the top of the print head and open the print head

completely up. 6. With the print head open, turn the power for the printer back on.7. There should be one red light and one green light on the front of the printer.8. Press the feed button once and it should roll just a tiny bit.9. Put the print head back down on the labels. You should have two green lights in the

front of your printer.10. Press the feed button again and it should feed a label through.



Troubleshooting

If the Printer doesn’t print, follow these steps.

If the power indicator is not on, verify that the power cord is plugged into a working AC outlet.

Will the sticker machine perform the self-test?

To perform the printer self-test, turn the printer off. While the power is turned off, press and hold the feed button in and turn the power back on.

This should cause the printer to start printing. If the printer does not print make sure the power light is on, try adjusting the ribbon and re-try the self-test. If you are still unable to get the printer to perform the self-test, contact Communication Graphics at 888-307-5352.

Sticker machine performs the self-test but will not print test sticker or garbage prints out.

It is necessary to verify the line. The best method to eliminate the possibility of a bad line is to eliminate the telco-adapters and the 6-wire telco-line and used the four-foot serial cable. Connect the serial cable directly to the back of the Mothership COM port and the other end directly to the back of the static sticker printer’s 9-pin port.

Select the Test Print from the static sticker setup. The test sticker should print out if the other line was indeed bad. If not, contact Jiffy Lube support at 713-546-8226.

Sticker alignment off?

Follow the printer reset instruction on the prior page. If the alignment is still off, please contact POS Support.

.


CSA Quick Reference Guide

Launch – CSA Quick Reference Guide

Tip Sheet ………………………………………………….. 2

Conversation ……………………………………………….. 3



Oil Change Schedule RecommendationWhat’s different?Jiffy Lube is going… From recommending oil changes at 3000 mile or 3 months To recommending that customers follow their vehicle manufacturer’s preventive maintenance

recommendations, based on their individual driving habits and conditions. This change encourages good preventive maintenance behavior by our customers that, in most cases,

can result in more frequent visits to Jiffy Lube.

Why Change? Vehicle manufacturers have begun extending the amount of mileage they recommend between oil

changes as they’ve improved the way vehicles operate. We want to focus on consumer preference and choice by 1) making sure customers know that the

decision on how often to get their oil changed is theirs, and 2) making sure that customers have the information they need to make the decision.

Some of our competitors are also changing their recommendations.

Your Conversation with the CustomerWhat’s different?With the launch of Jiffy Lube’s new approach to oil change schedules, your conversation with the customer about the oil change schedule screen is a new part of the Service Review. The conversation will vary depending on the customer’s vehicle and the specific information about that vehicle displayed on the screen. The conversation at ring out also differs slightly. The following pages illustrate the screens and conversations

The Oil Change Schedule Screen What’s different?

The Oil Change Schedule screen displays a list of ‘severe driving’ conditions. By reviewing part, or all of this list, your customer can determine if s/he drives in ‘severe’ or ‘normal’ conditions.

Your customer, and you, need to know the conditions in which the vehicle is driven because Vehicle Manufacturers may have different preventive maintenance recommendations – including oil change scheduling -- for ‘severe’ vs. ‘normal’ driving conditions. The recommendations are based on the specific vehicle’s year, make, model and engine type.

A vehicle can have two, one or no recommendations from the vehicle manufacturer. The following pages illustrate the conversation you might have depending on the screens available for the vehicle.

Often newer vehicles, e.g. 2009/2010, will not have a recommendation in the database

Driving the Message HomeThe Oil Change Schedule screen shows the “miles driven since last visit” for the returning customer. You should compare the miles driven with the Vehicle Manufacturer’s Recommendation and, where appropriate, mention to the customer that their Vehicle Manufacturer recommends a more frequent oil change.

The following pages illustrate the screens -- four slightly different screens; each with a different combination of recommendations on it -- and the appropriate conversation for each screen.



Start of the conversation with the customer

Let’s schedule your next oil change. Jiffy Lube recommends that you follow your vehicle manufacturer’s recommendations for preventive maintenance services, including oil changes. Following your vehicle’s optimum maintenance schedule can extend the life of your vehicle, allow for better fuel efficiency and minimize the risk of major issues with your vehicle.

Continuing conversation based on the specific screen


Severe / Normal Driving Condition RecommendationsYour vehicle manufacturer has recommended mileages for your next oil change for both severe and normal driving conditions, or you can choose your own mileage.

Most vehicle manufacturers define severe driving conditions as being one or more of these conditions. Do any of these conditions apply to you?

If yes:Based on your vehicle manufacturer's criteria, it looks

like the recommendation for severe driving conditions apply to you. Would you like to select the Severe Recommendation or choose a different mileage to enter?

If no:Based on your vehicle manufacturer’s

recommendation, it looks like the recommendation for normal driving condition applies to you. Would you like to select the Normal Recommendation or choose a different mileage to enter?



Normal Driving Condition RecommendationsYour vehicle manufacturer has a recommended mileage for your next oil change for normal driving conditions. Jiffy Lube suggests that if you drive in severe conditions, you schedule your next oil change in 3,000 miles.


If yes:It looks like Jiffy Lube’s suggestion for severe driving conditions apply to you. Would you like to select Jiffy Lube's 3,000-mile schedule or choose a different mileage to enter?

If no:Based on your vehicle manufacturer’s criteria, it seems like the normal driving condition applies to you. Would you like to select the Normal Recommendation or choose a different mileage to enter?

Severe Driving Conditions RecommendationsYour vehicle manufacturer has a recommended mileage for your next oil change for severe driving conditions.


If yes:Based on your vehicle manufacturer's criteria, it looks like the recommendation for severe driving conditions apply to you. Would you like to select the Severe Recommendation or choose a different mileage to enter?

If no:It looks like you operate your vehicle in normal driving conditions. Would you like to choose a mileage?



No RecommendationsOur system does not show your vehicle manufacturer’s recommendation for your vehicle. Jiffy Lube suggests that if you do drive in severe conditions, you schedule your next oil change in 3,000 miles.


If yes:It looks like the recommendation for severe driving conditions apply to you. Would you like to select Jiffy Lube's recommendation or choose your own mileage?

If no:It looks like you operate your vehicle in normal driving conditions. Would you like to choose a mileage?

Ring Out

We have a free top-off policy on motor oil and any of the five vital fluids we checked or changed for you today. Just stop by any Jiffy Lube between now and your next Jiffy Lube Signature Service® Oil Change-- within the mileage interval you selected-- and present this invoice. We'll check those fluids and top them off up to a maximum of two quarts free of charge.

And don't forget the Jiffy Lube reminder sticker in the upper-left corner of your windshield. It shows when your next Signature Service is due. The mileage is based on your choice for your Oil Change Schedule.

Frequently Asked Questions

Launch – Frequently Asked QuestionFranchisee

Program Background …………………………… 2

Pilot Program Launch …………………………… 3

Dealing with the Media ………………………..... 3

Interacting with Customers ……………………………… 4



Franchisee FAQ’sProgram BackgroundQ: What is Oil Change Schedule?

Oil Change Schedule is our initiative that addresses Jiffy Lube’s new position on oil drain interval recommendations. Over the last three years, a cross-functional team of JLI corporate and members of the franchisee community has been working diligently to reassess our oil change interval recommendation and, as a result of that work, develop a new approach to oil change schedule recommendations.

Q: What is Jiffy Lube’s new approach for oil change interval recommendations?Jiffy Lube’s new approach recommends that customers follow their vehicle manufacturer’s recommendations for preventive maintenance, including oil changes, based on individual driving habits and conditions. Manufacturer recommendations vary by year, make and model of the vehicle, and most specify shorter intervals for motor oil and filter changes if the vehicle is driven under one or more of the following conditions: Driving in stop-and-go traffic Driving in extremely hot or cold temperature Driving at prolonged higher engine speeds Making multiple trips averaging 5 – 10 minutes in length Multiple cold start-ups each day Extensive engine idling Towing and/or hauling heavy loads Driving in dusty or muddy conditions Driving in mountainous terrain For the majority of vehicles driven under one or more of these conditions, the vehicle manufacturer recommends changing the motor oil and filter every 3,000 miles. To help ensure continuous protection for your vehicle’s engine, Jiffy Lube also recommends changing your motor oil and filter every 3,000 miles.

Q: Why is Jiffy Lube changing its recommendation now and no longer recommending an oil change every 3,000 miles? Our new recommendation on oil change intervals is based on a few factors. Vehicle manufacturers have begun extending the amount of mileage they recommend between oil changes as they’ve improved the way vehicles operate. In addition, research indicated that a majority of consumers are skeptical of a blanket 3,0003,000-mile recommendation. Some competitors have also changed their practices.

Consumer preference and choice is also an important consideration. We want to make sure drivers have the information they need and feel they have the ultimate decision on how often to get their oil changed.However, our recommendation continues to provide guidance to our customers, by pointing out the oil change interval for people who drive under severe conditions, and through our rule-of-thumb recommendation for a 3,000-mile oil change



Q: Isn’t this change going to hurt my business? We’re essentially giving customers permission to come in for service less frequently.Our most recent data shows that the vast majority of drivers do not change their oil every 3,000 miles. In fact, on average our customers visit us for an oil change every 5,600 miles! In addition, an important consideration is to do what we believe is in the best interests of our customers and their vehicles. We believe this new approach will improve our credibility among consumers and help us earn their trust.

Q: Has this change in recommendation been announced publicly? Will it be?Currently we have no plans to proactively announce this change to the media although we do have a statement prepared for any media inquiries we receive.As this new recommendation is implemented in Jiffy Lube service centers over the next year, consumers will certainly see the change in a number of ways from a marketing and operations perspective.

Q: Why not?The system-wide roll out will not be complete until the end of 2010.

Pilot/Program Launch

Q: When does the Oil Change Schedule Pilot kick off?The pilot will kick off in 45 stores across the country between July 22nd and July 29th 2009.

Q: How long will the pilot run?The pilot will run for 12 months.

Q: How long before all Jiffy Lube locations will launch the new oil change schedule recommendations?

The new oil change recommendation will go into effect at every Jiffy Lube service center by the end of 2010.

Dealing with Media

Q. What is our plan for dealing with the media?Currently we have no plans to proactively announce this change to the media although we do have a statement prepared for any media inquiries we receive.

Q: What should I do if someone from the media asks me about this?If you receive any inquiries, please direct the reporter to the Jiffy Lube media hotline at 1-888-324-1212 and contact your District Manager.



Customer Interaction

Q: Upon project launch, what options will we provide our customers regarding their oil change interval?

Customers may have as many as three options for deciding what oil change interval to select for their vehicle:

1. Follow your vehicle manufacturer’s oil change recommendation for severe service,2. Follow your vehicle manufacturer’s oil change recommendation for normal service, or3. Select a custom oil change interval of your own.

(Number of options will vary by year, make, model, and type of engine of vehicle)

Q. What kind of reaction do we expect from our customers?Customers will react differently to the shift in our recommendation. Reinforce with customers that our new recommendation is based on our belief that the best authority on vehicle maintenance is the vehicle’s manufacturer. You may also want to reinforce that Jiffy Lube understands how important it is to most customers to have options regarding how they spend their vehicle maintenance dollars. Thus, we want to make sure customers have the information they need, and know hey have the ultimate decision on how often to get their oil changed.

Q: Where can I direct customers who want to confirm the information provided during the service review process or who wish to learn more about how often they should get their oil changed?You can direct such customers to their owner’s manual. In addition, customers will receive a brochure explaining severe driving conditions and vehicle manufacturer recommendations. Finally, customers can learn more by going to www.jiffylube.com

Q: How do I respond to customers who may feel they were getting ripped off in the past by getting their oil changed every 3,000 miles because Jiffy Lube told them to?Changing your oil every 3,000 miles has been a widely accepted approach for a very long time. Even today, for the majority of vehicles driven under severe conditions, the vehicle manufacturers recommend changing the motor oil every 3,000 miles. We also continue to provide guidance to our customers by noting that an oil change every 3,000 miles is a good rule of thumb. (By the way, research indicates that the vast majority of drivers drive in ‘severe driving conditions.’)

Q: What do I tell customers who want to know what other oil change companies like Wal-Mart Tire & Lube Express and Valvoline Instant Oil Change recommend in terms of how long to go in between oil changes?You don’t need to go into that information. You want to explain to your customers that Jiffy Lube believes that the vehicle manufacturer’s recommendation is the most important recommendation to consider since the manufacturer is the authority on the vehicle.

Q: What about customers who want to stick with the 3,000-mile drain interval?With the launch of Project Brooklyn, customers will be able to follow their vehicle manufacturers’ recommendations or make their own mileage interval selection. Thus, customers have the option to select, and be reminded to have their oil changed in 3,000 miles.


http://www.jiffylube.com/


Q: What should my response/recommendation be for customers who use synthetic or semi-synthetic oil?If their vehicle manufacturer recommends using synthetic or semi-synthetic motor oil, they should follow the recommended schedule listed in their manual for when they should have an oil change.

Q. What kind of in-store marketing materials will be available? Customer brochure and Lounge Poster/

Q: What about all of our existing materials that refer to 3,000 miles?Once you launch Project Brooklyn, please destroy materials that refer to the stand-alone 3,000-mile interval recommendation.

Q: What about a customer who drives a vehicle, 1) with an oil change sensor, and 2) without a vehicle manufacturer oil change recommendation in their owner’s manual?If a vehicle features an oil change sensor and the vehicle manufacturer does not recommend a specific interval for oil changes, then the customer should be advised to bring their vehicle into Jiffy Lube when the sensor indicates it is time for an oil change.

Q: Will we continue to use window stickers to remind customers when it’s time to get another oil change?Yes. Customers may also receive mail reminding them to visit Jiffy Lube when they reach the oil change mileage interval they selected.


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