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.