The New Moral Imperative Imposed by the Internet

It’s getting more and more costly to lie to customers. It used to be that when a company took advantage of a customer, the customer might report it to the Better Business Bureau and grouse to a few friends.

Now, however, one act of ripping off a single customer can set off a tidal wave of Internet messengers telling the world about a company’s efforts to bamboozle customers.

Recently, NBC4 in Los Angeles conducted an investigation into Jiffy Lube’s customer practices. It found that in 6 out of 9 stores customers were sold work that was never performed but for which they were charged nevertheless. Miniature cameras installed in various locations revealed Jiffy Lube’s secret swindles.

Click here to see the first segment of NBC4’s 3-part report.

The other two segments can be seen at Snopes, an Internet site that verifies Internet postings as either authentic or urban legends.

Jiffy Lube is apparently a slow learner. This is the third time since 2003 a string of Jiffy Lube stores have been caught fleecing customers.

Now, via the Internet, thousands of customers around the U.S. are learning that Jiffy Lube is conscience challenged and that a customer takes in his or her car at their risk.

Of course Jiffy Lube reported that the mechanics, managers and regional manager in whose district the petty crimes took place were fired. However, as one ex-employee off camera said, “It comes from the top.”

So how much is this going to cost Jiffy Lube?

The Internet is playing a huge role in fostering greater morality in the corporate world. As Jiffy Lube is learning, lying to and stealing from customers just isn’t as safe or remunerative as they once were.