'They’re All the Same' and Other Things DIY Customers Say that Drive Counter Professionals Crazy

‘They’re All the Same’ and Other Things DIY Customers Say that Drive Counter Professionals Crazy

When DIY customers come into the store with faulty preconceptions about auto parts, diagnostics and vehicles in general, it makes it harder for counter pros to sell them the right products.

The men and women behind the counter at auto parts stores want to help their customers do what’s best for their vehicles. Counter pros do that by providing sound automotive advice and encouraging DIYers to make wise choices about repair and replacement parts.

However, that’s no so easy when DIY customers come into the store with faulty preconceptions about auto parts, diagnostics and vehicles in general.

This week on Facebook, Counterman asked: “What’s the most common myth/misperception that you hear from your DIY customers?” The responses run the gamut from misinformation to urban legends, but they all have one thing in common: They’re obstacles to proper vehicle maintenance and repair (and a recipe for customer comebacks).

‘Oil Is Oil’

One customer misperception that really grinds counter pros’ gears is the notion that, “No matter what it applies to, ‘They’re all the same,’” as Facebook user Don Bush puts it. (In other words, all auto parts are the same.)

Here are a few related responses:

  • “‘Oil is oil. It doesn’t matter.’” – Scott Carr
  • “‘It doesn’t matter. All small-block Chevys are the same.’” – John Ritchey
  • “‘It doesn’t matter. Any old battery will fit.’” – Scott Smith
  • “‘They’re all the same’ – usually referring to differential bearings.” – Aaron Johnson
  • “‘All motor oil is the same.’” – Nick Rivera

Randy “HandyRandy” Lipscomb offers a variation on the theme: “Just give me the cheapest one.”

Insufficient Information

Another pet peeve is when DIY customers come into the store with minimal (or erroneous) information about their vehicles, which makes it challenging – if nearly impossible – to find the right part.

Nobody expects a customer to know the VIN off the top of their head, says Greg Vance. But providing the year, make and model of the vehicle seems like a reasonable request.

“A lady once told me all she knew was the car was red!” Vance shares.

Here are a few customer responses on the same theme:

  • “You gotta love the guys that say: ‘It’s a Cummins. That’s all you need to know!’” – Tony Underwood
  • “‘What is the year, make, model and engine size, sir?’ ‘I don’t know. I just drive it.’” – Patrick Mitchell
  • “Since 2000, every GM truck from the beginning of time is a ‘Silverado.’ Also, ’07 Duramax’ should be enough info for a complete brake job.” – Brian Tilton
  • “Me: ‘What’s your vehicle, sir?’ Customers: ‘I got a ’97 Cummins.’” – Brando Clitner

Flat-Out Bad Information

The final category that we’ll cover can only be described as bad (really bad) information. Somewhere along the line, some vehicle owners have picked up this misinformation, and they’ve been carrying it around ever since. After believing it for so many years, it becomes gospel to them.

Oddly, much of the misinformation seems to revolve around Cummins, the Columbus, Indiana-based engine manufacturer.

  • “‘If you pull the battery cable off and your car dies, your alternator is bad.’” – Tim Riley
  • “I don’t hear it so much anymore these days, but years ago it was, ‘If I take off the thermostat and run the car without it, it’ll run cooler.’” – Bonnie Sugawara
  • “‘Once you go synthetic, you can’t go back.’” – Ronald Mills
  • “‘Ford owns Cummins.’” – Scott Cox
  • “I enjoy the ‘I need 10W-30 oil because it’s thicker than 5W-30 oil’ in the middle of summer. Or the ‘I want to run iridium plugs in my car because they’re hotter then the stock platinum ones.’” – Shayne Sherwood
  • “From the customer standing in line to the customer at the counter: ‘Don’t buy those expensive brakes; they’ll wear out your rotors.’” – Ronald Mills

Thanks to everyone who responded to this question on Facebook. Have something to add to the list? Email us at [email protected] or join the conversation on the Counterman Facebook page.

You May Also Like

Assault on Batteries

Even EV batteries aren’t immune to the effects of extreme winter weather.

EV Batteries

This winter, extreme weather patterns have been disrupting daily routines nationwide. Flooding, snowfall and subzero temperatures all have taken a toll on our roadways and vehicles, leaving many stranded or unable to leave their homes. For those who can make it out to the streets, driving conditions can be hazardous. Having a reliable, fully charged battery is critical during these weather events.

When Springs Break

Unfortunately, the kind of spring break that leaves ‘road earrings’ isn’t a desirable getaway.

Broken Springs
Check the Part: Return Guide for Fluid Reservoirs

Dorman recommends these four steps to determine if it’s a valid warranty claim.

Fluid Reservoir
MAF and MAP Sensors

These small-but-mighty components play an outsized role in keeping fuel-injected engines running smoothly.

MAF and MAP Sensors
Mastering the Multimeter

It’s a tool that will expand your diagnostic ability.

Multimeter

Other Posts

AMSOIL Introduces New OE 0W-40 100% Synthetic Motor Oil

The new OE 0W-40 is primarily for newer RAM HD trucks equipped with the 6.4-liter Hemi engine.

AMSOIL 0W40 synthetic motor oil
Valvoline Restore & Protect Ad Runs on Super Bowl Sunday

Valvoline featured its new full-synthetic motor oil in a 30-second commercial that aired during the pre-game coverage.

Restore and Protect
What Do Your Customers Need to Know About Motor Oil?

As engine technology evolves, motor-oil specifications are evolving right along with it.

Motor Oil
Valvoline Unveils Restore & Protect Full-Synthetic Motor Oil

Valvoline calls the latest addition to its portfolio “a paradigm shift in motor-oil performance [that] challenges traditional thinking about the category.”

Restore and Protect