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Customer requests different oil than whats required.

CAautogroup
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CAautogroup Collaborator

CAautogroup

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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.

mspecperformance Mentor

mspecperformance

Posted
Posted

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.

CAautogroup Collaborator

CAautogroup

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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.

Dee1234 Apprentice

Dee1234

Posted
Posted

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 :-)"

  • 2 weeks later...
SMMotors Enthusiast

SMMotors

Posted
Posted

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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