Utah Jiffy Lube owner, concerned about reputation management, calls me back

For those of you who read yesterday’s blog post, you know that I have had a major bone to pick with the Highland Utah Jiffy Lube. If you are interested in following the saga here is a short update. Today I received 2 voice mails and 2 emails from different high level Jiffy Lubers. (I have to admit, these people have both written and spoken to me as if they know a few things about customer service and I appreciate that – I told you customer service counts!)

In a nutshell, Jiffy Lube confirmed that the service center had a camera, which did show that their employee shut my door thereby locking my keys in the car! Now you know I did not just make this whole thing up! To try and “make it up to me” the company has offered to pay for my oil change, and to provide gift certificates for dinner and a night out with my wife. Although, I by no means consider this as equal “payment” for the 6 hours I wasted and the enormous headache this whole experience cause me, my wife, and my 2 police officer friends, it was partially appropriate as Tuesday’s fiasco caused my wife and I to miss half of a Christmas party that my wife was VERY excited to attend. Now I can hopefully partially make that missed event up to her by taking her out sometime soon. The store owner was a nice guy and apologized profusely for the conduct of his store manager.

So, in fairness, I wanted you guys to know that at least some of the people connected with the Utah Jiffy Lube’s seemed to be very concerned about the service their customers receive. I hope each of you have an opportunity to interact with one of these guys, if you decide to get your next oil change at Jiffy Lube in Highland.

Case Study

I have been involved in countless campaigns to counteract negative press online. But, believe it or not, this was the first time I personally had ever written anything negative. (I am typically a pretty cool-headed guy and I think it takes a lot to get under my skin. In addition, I do not think it is fair for people to unfairly leverage situations to work in their favor, therefore I do not post negative things about every company I feel has done me wrong. However, b/c of the sheer extent of the disservice I was provided here I made an exception to that rule. On top of that, I specifically told “Mike” what I did for a living and that I planned on writing this post if they did not pay for a locksmith to come open the door. So fair warning was given.).

All that said, I was slightly surprised by how quickly this blog post turned into a reputation management concern for Jiffy Lube. Within 5 minutes the blog post was in the top 5 positions in Google for either Highland Utah Jiffy Lube or Utah Jiffy Lube. By the next morning the blog post ranked number 1 for Highland Utah Jiffy Lube. When I spoke with the Highland owner he informed me that my blog post had been read by people at the corporate offices in Texas!

It is eye opening the way the Internet evens the playing field and allows one person to have a voice, even without spending a dollar. I think this serves as good data for companies trying to decide whether it is worth investing money into online reputation management. Answer = Absolutely.