I got my oil changed at Walmart a few days ago, and today I noticed that there was a small puddle of oil under my vehicle. I crawled underneath to have a look and determined that it was coming from the oil filter. That could bmean that the oil filter had a small puncture, that it was not installed tight enough, or that it was cross-threaded.
I called the service department and got the manager. We discussed it briefly and he said it was safe tor me to drive it back in.
Here's where it gets good. When I arrived, they were literally expecting me. There were lines of 3-4 cars each in 3 lanes, but they recognized my vehicle from what the manager had told them and took me right away.
Extremely courteous and helpful service. Turns out the filter was just loose. They installed a new filter and refilled the oil. I was on my way in no time.
What could have been a day-killer was no big deal. Thanks, Walmart automotive. I'll be back.
───
For more information on my coaching and educational programs and services, visit my website stevehoffacker.com, or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. Listen to my free podcast messages at Steve Hoffacker's Happenings.
Steve Hoffacker - Consultant, Coach, Author, Blogger, Photographer, Motivator, Teacher, & Strategist - for Realtors, Real Estate Sales Professionals, Home Builders, New Home Salespeople, Entrepreneurs, Small Business Owners, and Independent Sales Representatives.
© Steve Hoffacker, 2010. All Rights Reserved.
Steve - It's sad that so few businesses understand the significance of great service. Providing it can be critical to survival in today's tough economy.
Steve - that is GREAT that they exceeded your expectations! Firestone put the wrong oil filter in my '72 MGB and the engine seized - I had to fight them tooth-and-nail to take care of it - in the end, they bought me a brand new engine.....
Sharon Lord
Argent Decor
AZ Vacation Home Furnishing Service
John,
Agreed. I am dealing with a company right now on a botched mail order that has the company-first, customer-second attitude. :)
Steve
Sharon,
That is an incredible story but glad it worked out for you. My experience was great. :)
Steve
They are good
I wonder, however, if the oil change was performed at a place that pays it's workers a fair wage and benefit, would there have been a puddle of oil?
When I was much younger (15-20 years ago) and Wallmart first opened in my home town, they offered a crazy low price on oil changes -9.99? or 13.88? Got one. They forgot to put the caps back on my tires, got a flat on one. They paid for the tow truck that serviced it and spotted the error. Thankfully it was the next morning and I was home. I had 2 small babies at the time and remembered it could have been the most expensive $10 dollars I ever saved. They haven't touched any of my cars since.
I could kill or be killed in an unsafe car. I don't shop my attorney, physicians or dentists, but do negotiate what the best charge me! :)
James.
For a huge company, they do very well, and management is very dedicated to its success. :)
Steve
Marygrace,
The short answer to your question is that I have paid much more for much less. :)
Steve
Sounds like they are taking CUSTOMER service to the max. They mad a mistake and they rectified it quickly. Obviously the ideal would have been for it to have been done right the first time, but providing the correct attitude and can do after a mistake, will probably earn back a customer. Great blog.
Steve, I was not expecting the ending of your story. Sounds like the manager at that WalMart Automotive gets the service concept. Great service is why I am loyal to my Ford dealership - just bought a new Expedition! lol
Juli,
Things can happen. It's great they corrected it so nicely. :)
Steve
Sharon,
This is where many stores have a big disconnect with the public. :)
Steve