Oil Change Customer from Hell or Hoax; You Decide

Evacuation, "E-Vac" Oil System for Oil Changing

How do most mobile oil change companies remove the used motor oil from the crank case? Well they "Evacuate it" or in the industry we call it "E-VAC" and this means we suck it out of the dip stick tube with a thin tube which is pushed into the crankcase. Many wonder will this get all the oil out? The answer is not all the oil. In many cases there will be some oil left, not much, but 100% is difficult even using the oil plug on the bottom of the pan.

Since it will not get all the oil out some consumers wonder; will mobile oil change companies be putting less oil in? This is the wrong question because even places like Jiffy Lube or Wal-Mart cannot get all the oil out and if you did your oil change yourself same thing. A properly used "E-vac" system gets nearly all the oil out. How do I know this? Well when we take the oil out if we loosen the oil pan drain plug we barely get a drop out after evacuation technique. If a consumer has a problem with 'E-vac' systems it is because no one has educated him correctly or he is unaware of the process. Most mobile oil change companies will remove the oil he old fashioned way if the customer requests it, thru the oil plug on the bottom of the pan. Oil change companies whether mobile or fixed are service companies and service is what we must do for the consumer.

I remember one gentleman requesting this and I had told him if that is what he wants, we will do it his way. So this gentleman said; "Well yes I would prefer that." So I said fine no problem let the operator know and it will be done by your request, "You can have it your way." I felt like a Burger King commercial, but what the heck, we claim we give good service so why not? Then the gentleman said; "Well I have two cars one is a Diesel Mercedes 300D and it takes 7.4 quarts of oil, so you are not going to charge me more are you?"

Well it does take 2 quarts more than most cars. So the price would be $2.00 per quart extra. Our cost at the time was $1.79 per quart most likely considering this guy would want some special oil, with oil prices up motor oil is also up a bit. Then he said; "I want Synthetic Oil." The conversation got lively then since he wanted the lowest price and synthetic and then a special job. I tried to explain to him on a Diesel Mercedes that the "E-VAC" system would take more oil out than draining through the oil pan plug. In the Mercedes 2.5L Diesel draining from the plug would remove 7.4 quarts including the oil in the filter, meanwhile the "E-VAC Systems" will remove 8.25 quarts. "OH," he said?"well then use the E-VAC thing, but I do not want to pay for the difference in oil between the 7.4 and 8.25 quarts." I am thinking to myself, this guy probably wants a free oil change. I said "Okay Sir, what is the other car?" He said "It is a Lincoln Marquis and I want the oil to be drained from the plug, but it is lowered with 16 inch rims and sits only three inches off the ground and I do not want you to jack it up, also the skid plate is bent and I am not sure you can get to the plug?"

At this point I am thinking this guy is so full of it, I cannot believe it. You cannot jack that car anyway it has self levelers and you have to turn the system off, meanwhile he said he would leave the car hood open for us? Usually in this case we would drive the car up on ramps. But how could we without the keys? Besides the "E-VAC" system would do the job fine anyway. After explaining this to the guy, he asked if we had a guarantee if the cars motor blew up after we worked on it? This whole time I am being cordial but thinking to my self I will be glad when this year is over. After having this belligerent customer harass me for ten minutes.

We asked him, can I schedule your cars for service. He said no, I just wanted to hear if you knew what you are talking about and he hung up. Now mind you, I was personally answering the phone and the only person that did not know what he was talking about was he himself. He must have been a competitor or something, there must be 100's of oil change companies in the Dallas Fort Worth area, but it just seems like a real waste of time for someone to be spending their holidays calling competitors?

If he was a real potential he was for sure the 'customer from hell' with a ten gallon hat and probably no cattle or two cars. When dealing with hard to deal with customers in the automobile business, remember be nice and cordial, you can complain to yourself later, no sense in making enemies. Think about it.

"Lance Winslow" - If you have innovative thoughts and unique perspectives, come think with Lance; www.WorldThinkTank.net/wttbbs

---

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your... Read More

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked... Read More

The Sellers Creed

I will not make sales. I will make Customers.I will... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

Customers - Hold Onto the Ones Youve Got

You probably spend a great deal of your time looking... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem... Read More

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More

What Every Employee Should Know About Putting Positive Phrases Into Customer Service

If you were a customer on the telephone with a... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... Read More

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don't... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

Wholesale Buyers Versus Retail Customers

Are wholesale buyers and retail customers really different? Frankly, there... Read More

Responding to Complaints

It's possible that in the course of your business dealings,... Read More

Poor Customer Service - Are Your Customers Driving Away Other Customers

Every customer you have is a word-of-mouth advertiser for you.... Read More

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local... Read More

Foolproof Customer Service Strategies (That Only A Fool Would Try!)

Ever notice how customer service varies from store to store?... Read More

Boomerang Customers- What You Might NOT Think Brings Them Back!

With all of the calendars and PDA's and lists I... Read More

Developing A Customer Complaint System

Background The company was experiencing an increase in the number... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

Be A Resource

What is one of the greatest ways to add value... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent... Read More

How Not to Get Stiffed, Improving Your Collection Procedures

Some businesses have slow paying customers or past due balances... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone,... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with... Read More

Whats Love Got To Do With It?

Customer Loyalty, we all want it. Don't we?Some people say... Read More

Your Voice Print

"Mountains are built one pebble at a time and climbed... Read More

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to... Read More

Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant... Read More

Listening: The Foundation of Communication

Listening is the #1 communication skill for leadership, selling, customer... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More