The 7 Deadly Sins At Costa Oil

1. Not Doing the Value Statement

The value statement is our promise in plain English: what we did, what we checked, and what we recommend. Skipping it means customers leave unsure of what they just paid for, and we miss our best chance to build trust and retain them for the next oil change.

2. Turning Cars Away

Every car that pulls in is a customer firing their last oil change shop. When we turn cars away, we don’t just lose today’s ticket—we train customers to believe we’re unreliable. We do everything reasonable to say “yes” and keep the bay moving.

3. Running One Bay

A two-bay shop running one bay by choice is leaving money and market share on the table. Unless equipment is down or there’s a safety issue, both bays should be live. One bay means longer waits, fewer cars, and a weaker Costa Oil presence in the market.

4. Not Acknowledging a Customer Within 10 Seconds

The first 10 seconds set the tone. A simple wave, eye contact, or “We’ll be right with you” tells customers they matter. Ignoring them—even while busy—feels like disrespect and is the fastest way to lose five-star reviews and repeat business.

5. Undermining the Brand’s Credibility

Speaking negatively about Costa Oil, our pricing, our products, or our process—especially in front of customers—destroys everything we’re building. If we don’t believe in the brand, nobody else will. Concerns get raised up the chain, never out loud to customers.

6. Excuses

“We’re short-staffed,” “It’s been a long day,” “The system is slow”—customers don’t come to hear why we couldn’t deliver. They come for a fast, professional oil change. We own the outcome, fix what went wrong, and do better on the next car.

7. Stealing Time, Money, or Product

Clocking in early, milking the clock, giving away oil or filters, or taking anything that isn’t yours is theft—no matter how small it feels in the moment. It hurts the brand, your teammates, and our ability to grow. Integrity is non-negotiable at Costa Oil.