Customer requests different oil than whats required.

[CAautogroup]

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.

[mspecperformance]

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.

[5 Star Auto Spa]

We have that happen time to time here at our shop. We include the following text in the services comments for these people: Customer declined manufacturers recommended oil.

[CAautogroup]

Thanks for the response. We don't want any problems down the line for not "informing" customers. We are trying not to loose the business, but sometimes it is better to protect ourselves then pocket the profit from an oil change.

[Joe Marconi]

It amazes me why people would skimp on something like this. It's an oil service, what are they really saving?

[xrac]

It amazes me why people would skimp on something like this. It's an oil service, what are they really saving?

 

The cars that require the full synthetics are always either newer or high end cars. Why spend $30-$50 thousand and then refuse to spend an extra $30-$50 bucks on an oil change to protect that investment. In my mind there is only one word to describe that and that is STUPID.

[Dee1234]

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 :-)"

[Joe Marconi]

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.

[mspecperformance]

Joe is say you stock Mobil 1 synthetic and a customer brings you Mobile 1 synthetic, what is your response then?

[xrac]

I am not Joe but I have a few customers who swear by a certain brand if oil and will bring it with them. We will change it and charge labor and a filter. I don't see this as the customer being cheap but picky about oil brand. You know that was a big thing when I was growing up.

[Jeff]

Same here. Customers want to run an oil that we don't stock, they can bring their own. I ALWAYS verify correct weight and make up.

[SMMotors]

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)