Losing A Loyal Customer

Tiger

Part of business is keeping loyal customers happy.

I used to go to the local Midas for oil changes and tire rotations. I went to them for years. One time they over-filled the oil & the oil gauge swung around aimlessly. I took it back and got a lot of excuses from the owner/manager. He said the dipstick was reading wrong.

I had it fixed by the dealer along with a batch of other repairs & the oil sensor was something like $50.00. So they lost my loyal business over $50.00.

How did someone lose your loyal business?

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BreyerConstruct

Oh don't even get me started!

~Matt

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Darwin

I once had my clothes cleaned at a particular cleaners for years. I had piles of clothes that I would drop off with them every week. One time I noticed that the collar buttons had been chipped and missing.

I said nothing. So the next cycle of drop- off /pick up my clothes, this happened again?! I brought this up to the owner and her assistant in a polite manner. I just wanted them to replace the buttons. I'm at the cleaners, right? So then, they started speaking in chinese to each other. Like they were cussin' or sumpthin'-by the expressions on their faces.

They said they could fix it but they didn't cause the problem. So now they want to charge me for a few broke and missing buttons-on what they did?

Needless to say, I kindly paid for my clothes that time and never went back

JonM

Seems like the oil sensor was bad...what did that have to do with Midas?...I could see the sensor screwing up the gauge...but I doubt very much overfilling the crankcase will screw up the sensor.

willworkforbeer

Overfilling wouldnt screw up the sensor, but enough of an overfill can cause severe engine damage.

SelfContract

Ditto!.. It's a required correct oil pressure in crank case. Oil needs space to move around back & forth, and oil pump also need space to push it back & forth. If there is no ample space left for oil movement, oil pressure will increase tremendously & it will try to forcefully seep/discharge through other oil gasket/rubber rings (in case or engine block) and also try to push through cylinder snap rings into combustion burnt chamber, etc... Ofcourse, no need to say more, now you got a vision why...

Leo G

The dipstick was reading wrong??? He musta meant the dipstick reading the dipstick read it wrong. They don't even look at the dipstick. The pull the oil out, put in the OEM required amount and push it out the door. If they didn't get all the original oil out it would end up overfilled.

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SelfContract

Yes, they follow the business model of "Jiffy Lube" (brand name national oil-changing service company). Every oil technican wil be measured by "how fast" he can change oil per car?.. that model will then translate into an internal competition between managers & employees.. like how many cars can be serviced per hours, how long per car per change per station, ...then finally coming the promised/desired amount of ca$h awards or performance bonuses at employee's year end.

They called it "Performance Goal".

Handymanservice

Don't quote me on the exact number, but something like 2 1/2% of gross sales, is budgeted for total engine failure at quick lube places.

They assume they are going to have problems with loose drain plugs, or oil filters, or lack of oil, etc. leading to catastrophic engine failure and build it in to their pricing.

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pcplumber

I have a heating and air conditioning license. I was giving a heating contractor about $100,000 per year in business. I paid this company to install an air conditioner in my attic. The air conditioner unit was too small and the work was so sloppy I removed the entire unit and installed a one-piece rooftop unit.

I did not ask the heating contractor for a refund, but I needed 5 feet of thermostat wire with 5 different colored wires. I went to the heating contractor, told him why I removed the unit and I asked him for 5 feet of wire. To be polite, I asked how much and he said give me a buck and a quarter. I never gave this contractor another job.

There is a very good book called How To Talk To Customers by Diane Berenbaum and Tom Larkin. Every business owner should read this book 10 times. The book is about why customers will and will not continue to patronize businesses. This book is fun to read.

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nEighter

yeah the sensor would be the problem.

adequate time for oil drainage is used. I worked at a jiffy lube a couple times. Basically the lower bay tech goes around dropping oil in X# of bays, so the oil is draining in bay 2, while he is at the rest of em droppin oil and oiling zerks.

Not sure if you guys know this (probably do) but you can actually add oil without a filter being on. Oil just drains to the pan, isn't into the actual pump yet so it will settle to the pan and not come out of the filter location. There was a time or two or three where the gasket had to be removed on the drain plug due to it not sealing right. We would take a vacuum to the fill spot on the valve cover, and the suction would actually keep the oil from draining out.. seen it done than a couple times working there.. and oil didn't get sucked up into the vacuum!

PGD

My barber trimmed my eyebrows and ear hair with the electric trimmer for the LAST time, I was mad that every time I come in I HAD to mention not to do it, well he slipped one too many times and I haven't been back....after 13 years of loyalty. I've been going to fantastic Sam's for about 6-7 months now, and I like it much better! Less chit chat more trimming and the lady never forgets how I like it!


... and no one has complained about my bushy eyebrows or ear hair yet!

Wolfgang

The shame of it is guys, is that some businesses dont care if they lose your loyal business or not. They dont ask why, they dont do any follow-up. I try to support local businesses in my area as much as I can, but there is only so much "who cares" I'll put up with.

MarkNoV

I have never been, or ever will be, a loyal customer.( or a loyal employee, or a loyal sub)

Mark

JustaFramer

Pretty much sums it all up.

Five Star

Just the other day i stopped to get some take out pizza for lunch but didnt want to buy the 2 liter soda @ the pizza place but @ deli where i often get coffee and lottery tickets!

i grab a 2 liter and 3 coffee cups for my helpers! the little DOT starts telling me he gonna charge me for the cups a $1. i said no way, he told me he pays .25 a cup and starts arguing with me. i told him BS no more than .05 per cup...i told him i,ll give him .25 for 3 so he can show a profit!

and i havent been back there since from being there 3-4 times a week!

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greg24k

I also been going to this place to get a massage, and the girl who was doing it had small hand and it made my dipstick look much bigger, now they changed the girl and she has bigger hand which makes my dipstick look much smaller, I will never go back there again

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greg24k

Don't get me going Bro

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Handymanservice

Ok, I'm a little slow this morning, DOT?

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"You can shear a sheep every year, but you can only skin him once!" Remember that when dealing with your customers and pricing.

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greg24k

Department Of Transportation Still ?

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