Pit Stop Express Care sits along one of Williamsport's busiest streets, a convenient spot for motorists to bring their vehicles for an oil change or other service. But its owners and operators sees another reason for the success: Customer outreach and empowerment.
The Pit Stop provides free coffee for customers as well as WiFi hookup. Manager Steve Neff said people traveling through the area in need of a quick oil change especially love the WiFi offering. Patrons can watch their vehicles being worked on from the Pit Stop waiting room on TV screens.
"I like it," said Glen Mayer, 38, of Hughesville, a customer who came in for an oil change. "You can actually watch them draining the oil and everything."
A customer peers under the hood at Pit Stop Express Care on Washington Boulevard.
Neff said allowing patrons to watch their vehicles being serviced builds "customer confidence ... This allows for customers to have a greater comfort level."
Patrons can even come right into the garage and witness the work. Neff said the customer comes first. That's why, he said, most patrons end up coming back to the Pit Stop.
"As far as business goes, our primary service is oil changes," said manager Steve Neff. "I think a lot of people don't realize we do inspections here. The big thing with us is we don't need appointments."
Oil changes normally take no more than 10 minutes. Extra amenities, such as cleaning windshields and vacuuming, is all part of the customer outreach.
If mechanics find something amiss with vehicles - say a burned-out license plate bulb or a faulty windshield wiper - motorists will be asked if they want it fixed.
"We aren't in your face," Neff said.
Located at 710 Washington Blvd., Pit Stop is the former site of Valvoline Express Care.
Round World Enterprises, Williamsport took over the business and opened it as the Pit Stop in December 2010.
Neff is a partner in the business along with Orrin Thomas and two others.
"I have been in the automotive business for 20 years," Neff said.
Thomas said service personnel are rewarded with the good work they do.
"People will take pride in their work when there is something in it for them," he said.
Added Neff: "We have professional employees."
The Pit Stop employs 10 people.
Neff said prices are competitive and service is done "in the right way."
"Almost all our business is walk-ins," he said.
Fridays, Saturdays and Mondays are probably the busiest times for the Pitt Stop.