Shell PH's Kuya Benny: From Loyal Customer to Well-Loved Mentor

For 20 years, the Shell Captain Albert Aguilar (CAA) branch has been the go-to gasoline station in the South of Metro Manila. Its service has been fast and impeccable, and its workers are hard-working and reliable.

The success of the CAA branch may be attributed largely to the man who has been tasked to oversee its operations--someone fondly referred to by the station's customers simply as "Kuya Benny," their very own Fix-it Felix in the flesh.

Kuya Benny, whose real name is Benigno Cruz, is the head mechanic for Shell Helix Oil Change Plus (SHOC+) center in the CAA branch. At 60, he is still spearheading the service center, wherein he was also entrusted to train their new employees.

"This industry will let you meet a lot of people, of different personalities, and that’s what I want to instill in our new generation of mechanics and employees--that they should know how to handle picky, prudish customers," Kuya Benny said.

For his customers, Kuya Benny is someone trust-worthy and reliable. Whenever there's an emergency with their cars, he is always just a phone call away--anytime, anywhere.

"Every time I have a problem with my car or during an emergency, even if he is not available he would still make an effort to extend a helping hand and assist me over the phone," Francisco 'Koko' Santiago, Air Asia Airline pilot, and a loyal customer of Shell CAA SHOC+ said. "What I like most about his attitude is that he will always give you options, depending on your budget," Santiago added.

SHOC+ Don Bosco Training

It wasn't Kuya Benny's first choice to become a mechanic, but his parents pushed him to take that course which turned out for the best. With all his experience and knowledge, Kuya Benny was entrusted to train fresh graduates in dealing with customers.

Kuya Benny also believes that there's a big difference between sit-down trainings and the actual trainings. This is why Kuya Benny is thankful for the partnership between Shell and Don Bosco, in which trainees undergo actual Special Modern Engines and Lubrication Services training which will help them hone their craft and make sure they provide the best possible service to their customers.

Kuya Benny used to be a customer of SHOC+ himself. This was why he doesn't just recommend SHOC+ service because he works for Shell but because of his personal experience with it. He attests to the fact that Shell uses the best-in-class lubrication technology which goes a long way in taking care of a vehicle's engine.

"At Shell, we recommend the best oil based on the vehicle and driving needs of each customer," Kuya Benny said.

Values: what Shell and Kuya Benny have in common

"Shell values will bring you back to the basics of dealing with relationships," Hernan 'Butch' Escober, Shell CAA branch owner begins. "When I talk about relationships, these are the ones that can go long term. As to what our loyal customers have said, it's all about honing the next generation of mechanics to satisfy the next generation of customers."

TRUST. Shell is one of the most trusted fuel brands not only in the country but globally. The brand is trustworthy--just like Kuya Benny--because the company believes that trust is what matters the most in any kind of service. According to CAA branch owner Escober, entrusting the car to a service center is like going to a barbershop--if the customer trusts his barber, he could sleep soundly and relax.

And this is what Shell SHOC+ is all about--a service center that offers customers a wide-range of car-care products and services.

MONEY. Shell CAA was established in 1996 with the aim of providing quality service to its customers. For its branch owner, it is not about earning a profit but earning your customers' loyalty, which is why he is very thankful for Kuya Benny's unwavering service and commitment. Without him, the branch wouldn't be successful at all.

SERVICE. Kuya Benny's wealth of experience is living proof of Shell's commitment to provide quality service to their customers. "We will continue to provide our personnel with knowledge, trainings and experience that they can use even if they’re no longer working for Shell," Kuya Benny said.

Pilipinas Shell has been dedicated to helping empower Filipinos everywhere for over a decade now. Their drive for innovation and desire for nation-building has constantly guided their actions in using energy for the good of the country. May there be more people like Kuya Benny who will continue Shell's commitment to its loyal customers.