YAY! Changing Oil With Customer Service


So the 'change oil' sign came on in my car. Later that day, I was on Harlem Street in Oak Park, Illinois and saw a Jiffy Lube so I pulled in. Ooops, too late I saw the EXIT sign. I had entered the wrong way. Now, Harlem is a real busy street and it was impossible to reverse and turn around.  I was discombobulated, but IMMEDIATELY, a young man came to my assistance and said,

"I'll take it from it here!"

He smiled, opened the door, and I got out feeling much relieved.


He took the car away and I walked towards the office....where another man quickly got there before me to OPEN the door. Wow, I thought, this is amazing service! He followed me into the office and asked what I needed and took down details, "And there's coffee," he pointed to the coffee station." And, again, I thought, Wow! These people are great! Instead of some old, burned coffee on its last legs there was a single-serve coffee system where every cup is freshly made just for you, "...and there's magazines over here while you wait," he added.


And the magazines were the gossipy kind I love to read but don't want to spend money on. Plus they were up-to-date, clean and organized not like some places where they're so dirty and torn I want to wear gloves to turn a page.


Now, I've been into many different oil change places, including other Jiffy Lubes, but this one blew me away. Everyone was so POLITE! So INFORMATIVE. So HELPFUL. So RESPECTFUL! PLUS I felt my old car would be well taken care of.


After about 10 minutes "my guy" as I now thought of him, opened the door, and said, "We've checked the oil and..." then he went over a list of other things that needed service. I drive an old car, so I knew there would be some other things that needed attention. But here's the thing. If I hadn't had the great service, I'm not sure I would have taken the time to listen. I would have thought, "yeah, yeah, yeah...of course you've found other things wrong...you want to make money!" But I didn't think that. Because of the great service I received I was willing to listen and pay for some other things.


When I left, I felt my old car was driving much better, like she'd had a face lift. All my brakes were working PERFECTLY, the air conditioning was wonderful, and the wind screen wipers were updated. Yes, it cost me more than I had expected, but not that much more, PLUS I FELT GREAT! I'd had wonderful service and I trusted that my car was taken care of in the best way.


OH AND YEAH...I WILL GO BACK AGAIN! They're my Go To Jiffy Lube.

About the Author

Val has written several books published by McGraw-Hill including: The Winner’s Attitude, Super Service 1st & 2nd editions, The Customer Service Manager’s Toolkit, OPEN Question Selling and Business Improv.

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