What ever happened to "The Customer Is Always Right" philosophy?
I had a bunch of errands to run this morning and decided to let someone else change the oil in my truck. When I told them I was wanting to use Shell Rotela T6 they looked at me like I was crazy. After repeating what I wanted they commented: "But that's a gas engine!" So I repeated "I want T6, all my vehicles use T6." I was then asked if my other vehicles were diesels. "No, and 2 of them that run T6 are motorcycles."
They then shook their heads and finished the service request paperwork and said it would be about an hour, there were three cars ahead of me. I told them I was headed next door and would be back shortly.
When I returned an hour and a half later the truck was still in the bay. The shop manager approached me and said he had stopped the oil change because he saw they were going to put DIESEL OIL in my truck and he would not let them put it in a GAS truck.
By time I got thru with the shop manager, the automotive manager and a store assistant manager they looked like they were in fear of their lives. I finally got thru to them that I wanted to talk to someone over the age of 21.
The store manager on duty was finally called and up walked a 25ish bubbly blonde woman. I thought I was doomed to having to use GAS truck oil. When they got thru telling her what I was wanting in my GAS engine she looked at them and asked "What's the problem? It's lubrication oil he wants, NOT diesel FUEL oil."
For my troubles she said only charge me for the oil, no other charges apply.
I had a bunch of errands to run this morning and decided to let someone else change the oil in my truck. When I told them I was wanting to use Shell Rotela T6 they looked at me like I was crazy. After repeating what I wanted they commented: "But that's a gas engine!" So I repeated "I want T6, all my vehicles use T6." I was then asked if my other vehicles were diesels. "No, and 2 of them that run T6 are motorcycles."
They then shook their heads and finished the service request paperwork and said it would be about an hour, there were three cars ahead of me. I told them I was headed next door and would be back shortly.
When I returned an hour and a half later the truck was still in the bay. The shop manager approached me and said he had stopped the oil change because he saw they were going to put DIESEL OIL in my truck and he would not let them put it in a GAS truck.
By time I got thru with the shop manager, the automotive manager and a store assistant manager they looked like they were in fear of their lives. I finally got thru to them that I wanted to talk to someone over the age of 21.
The store manager on duty was finally called and up walked a 25ish bubbly blonde woman. I thought I was doomed to having to use GAS truck oil. When they got thru telling her what I was wanting in my GAS engine she looked at them and asked "What's the problem? It's lubrication oil he wants, NOT diesel FUEL oil."
For my troubles she said only charge me for the oil, no other charges apply.
hits the fan I don't have to tell them what to do or worry that they are going to do something that is going to harm or kill them or anyone else around them. So far my approach has developed the best trained crews in the plant. I've even developed operations crew members that have better technical skills than some of our "technicians" all by making them think for themselves.
