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Customer requests different oil than whats required.


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Hello all,

 

We are currently expanding our oil & lube business due to high demand.

 

With the current oil specifications from manufacturers (toyota & honda 0w20 weight, gm & chevy- dexos, bmw & mercedes-full synthetic), how do you handle a customer who insists on putting a lower grade oil (conventional or "the cheapest one" since "oil is oil")?

 

Would you deny the service to the customer all together to avoid any liability in the long run? Have the customer sign a waiver that they are essentially voiding their vehicles warranty and you are not responsible? Make a short note on the invoice?

 

 

Thanks for your thoughts and opinions in advance.

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Waivers are a tricky thing. If a customer insists on using a different oil than you (the professional) recommends then they are probably headstrong and stubborn. There is nothing a waiver can do if they decide they want to raise hell because they feel that you wronged them some how. Generally I'd say send these people down the river.

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I think the answer is simple even in mathematical terms. Your profit from an oil change is a whopping $20 at best! Liability from doing what, as a professional you should no better, would possibly lead to $4000 new engine...hmm tell the customer nicely to kick rocks! Seriously if your biz is gna sink bc you miss a couple oil changes a month then you need to read thru the rest of the articles for tips on improving biz anyway!

"the customer is always right...until i decide they are not :-)"

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In the end I think we need to do our best to make the customer understand the Value, not the Price. The value in protecting the engine, fuel economy, maintaining factory warranty and extended oil service interval.

 

No one wants to lose a customer, but we need to maintain integrity too.

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  • 2 weeks later...

Waivers don't hold up in court. There are court cases where customers are coming back to chain lube stores (Wally world was named) and filing suit that the incorrect oil was used which lead to damaging their motors. In the case I read (link to follow), the people were returning after 30k miles or more. And they won.

 

Now I know in quiet a few states, it is law to show on your invoice the spec (vw spec 502), API( SN ), weight 0w20, approvale (dexos) ect. This means the days of putting 530 on the bill and leaving it at are gone. CYA BIG TIME.

 

When the judge asks you, " did you put this grade oil in when it calls for this" you better be able to say you put the correct oil in, after all you are the professional, not the cheap customer. Otherwise, depending what state your in, your buying a motor.

 

Look how vw went after everyone who didn't use the correct spec oil and had motor warranties voided.

 

Now my customers don't ask,me to put in " the cheap stuff". I don't service CONSUMERS. I put in what it calls for, or I don't do it(never had someone even ask me for the incorrect oil...funny isn't it). I am also not cheap on my LOFs. I do make a profit on that service.

 

Learn to charge more on LOFs and sell your shop as a service, not a commodity. I stock bulk 540, bulk 020, bulk 520/30 and high mileage 530 ( which is a huge money MAKER). I am currently switching over to caring all castrol oils.

 

 

Just food for though, sorry for the rant, I just don't understand doing something for a consumer that saves them money. I'd rather lose the headache abd focus on making money and servicing my customers.

 

Charge more and be happy ( not my line but fully agree)

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  • Have you checked out Joe's Latest Blog?

         13 comments
      Most shop owners would agree that the independent auto repair industry has been too cheap for too long regarding its pricing and labor rates. However, can we keep raising our labor rates and prices until we achieve the profit we desire and need? Is it that simple?
      The first step in achieving your required gross and net profit is understanding your numbers and establishing the correct labor and part margins. The next step is to find your business's inefficiencies that impact high production levels.
      Here are a few things to consider. First, do you have the workflow processes in place that is conducive to high production? What about your shop layout? Do you have all the right tools and equipment? Do you have a continuous training program in place? Are technicians waiting to use a particular scanner or waiting to access information from the shop's workstation computer?
      And lastly, are all the estimates written correctly? Is the labor correct for each job? Are you allowing extra time for rust, older vehicles, labor jobs with no parts included, and the fact that many published labor times are wrong? Let's not forget that perhaps the most significant labor loss is not charging enough labor time for testing, electrical work, and other complicated repairs.  
      Once you have determined the correct labor rate and pricing, review your entire operation. Then, tighten up on all those labor leaks and inefficiencies. Improving production and paying close attention to the labor on each job will add much-needed dollars to your bottom line.
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