In my boredom yesterday, I searched around on Google Video and YouTube (both should be the same, IMO), for "quick lube" and "jiffy lube" videos.
I found some rather disturbing content about Jiffy Lube on both sites.
I would like to point out that where I work, it is shop policy to show everything to the customer. The customer needs to see what is going on, they need to be allowed to ask questions, and they need to be granted the opportunity to see the progression of things.
For example, in the first video, the customer was told he needed a new air filter each time he went to Jiffy Lube, even though they had replaced it for him the first time he went in. Visiting the store again and again, short time spans later, they even told him, "Your air filter is really dirty," when it looked like brand new yet.
We don't do that where I work. If I catch anyone doing that, it's grounds for an immediate write-up. I don't care if the Boss Dude himself does it, it's entirely unacceptable. Now, it is quite different if the customer says, "I don't care if it looks brand new; replace it." The customer has to be allowed to make the judgment and say, "No, I don't want to replace it," or, "Yes, please. Replace my air filter."
And in the second video, you'll notice they made a huge deal about their "T-Tech" machines, but never actually used them. Guess what... We LOVE to use ours! It's to the point at the shop that we pretty much fight over who gets to do the transmission flush service and who doesn't. But here again, we show everything to the customer. Once we connect the machine to the car, we show the customer the difference between the old and new transmission fluid, and explain the process of how it works.
So there you have it. These California-based Jiffy Lubes are pretty shady. If I EVER catch any of my guys doing this kind of thing, I assure you, it will not go over.
Apparently I was wrong.
- Posted by tim (Guest) on October 27, 2006 at 09:09:49PM