The customer's not always right about lubrication: how to help drivers care for their vehicles

The customer's not always right about lubrication: how to help drivers care for their vehicles
04 April 2024

As in any other business, effective communication between workshops and their customers is essential to guarantee quality service and a positive experience for all concerned.

It's more common than you might think for customers to not fully understand the importance of lubrication and its implications. That's why, in this article, we're going to explore how workshops can improve communication with their customers on this issue, providing valuable information and empowering drivers to make informed decisions to help them take care of their vehicles. 

Educate for optimal maintenance

Many drivers are unaware of the importance of proper engine lubrication in relation to performance and the longevity of their vehicles. As professionals in the field, it’s our responsibility to educate customers on this issue. 

For example, you can emphasize how they reduce friction between moving engine parts, prevent premature wear and tear, and help maintain optimal temperatures. 

By providing this information in a clear and understandable way, you are helping your customers understand the importance of engine maintenance. And, above all, remember to mention long-term savings: it's worth spending a little more now and avoid any future headaches.

Guide to making informed decisions

The variety of lubricants available on the market can be overwhelming for many drivers. That's why, your customers will always be grateful for any guidance in helping them choose the right lubricant for their vehicles. 

To begin with, one of the best options is to explain in a simple terms the differences between synthetic, semi-synthetic, and conventional lubricants. Next, we recommend giving them a basic idea about the viscosity specifications, as well as the performance standards recommended by the vehicle manufacturer. 

They'll also surely appreciate a helping hand in better understanding their car or motorcycle's maintenance manual. This way you'll make them feel more confident in making better decisions!

Strengthen your relationship with the customer

Effective communication around engine lubrication involves not only providing useful or technical information, but also building strong, trusting relationships with customers

By demonstrating your commitment to their satisfaction and safety, you strengthen their relationship with the workshop and contribute to long-term loyalty. Customers who feel valued and well informed will be more likely to return to the workshop for other services and, maybe even, recommend it to family or friends.

In short, educating and guiding customers about the importance of lubrication not only contributes to better vehicle performance and longevity, but also strengthens your reputation as a trusted professional. We hope all these tips and tricks will help you in your day-to-day!