Shownotes
Thanks to our Partner, NAPA Autotech Training
Key Discussion Points:
Introduction & Personal Anecdote
- Explains his motivation for visiting a quick lube shop: to observe different shop practices and customer experiences.
The Quick Lube Experience
- Initial Interaction: Shop employee questions the high mileage (300,000) on Matt’s Honda and suggests a possible engine replacement.
- Upsell attempts begin immediately, including high-mileage oil with unverified fuel economy benefits.
- Air Filter Upsell: Employee claims a dirty air filter significantly impacts fuel economy—Matt debunks this myth, citing modern mass airflow sensor engines.
- Notes that restricted air filters may improve fuel economy or have no effect.
- Cabin Air Filter Incident: Employee misgenders Matt’s son (who has long hair) while accessing the glove box.
- Matt critiques the approach, suggesting gender-neutral language when interacting with customers.
- Coolant Flush Upsell: Employee claims the coolant should be flushed annually (without evidence) and criticizes another shop’s pricing.
- Matt finds this tactic dishonest and unprofessional, especially without knowing the specifics of the previous service.
Industry Critiques & Observations
- Upselling Tactics: Questions whether misleading claims (e.g., air filters hurting fuel economy) stem from lack of training or corporate policy.
- Criticizes the focus on commission over honesty.
- Bashing Competitors: Disapproves of shops disparaging others based solely on price without understanding service details.
- Argues this erodes customer trust and harms the industry long-term.
- Customer Interaction: Highlights the importance of transparency and avoiding gender assumptions.
- Reflects on whether exaggerated "skill level" claims (e.g., "this was really hard to do") build customer confidence or backfire.
Listener Engagement
- Asks listeners to share their experiences:
- Have you visited other shops as a "regular customer"? What did you observe?
- Do you reveal your industry background, or play along to see how you’re treated?
- How do you handle unethical practices when you encounter them?
Closing Thoughts
- Reiterates refusal to badmouth competitors or compete on price alone.
- Advocates for integrity, proper training, and focusing on quality repairs.
Call to Action:
Thanks to our Partner, NAPA Autotech Training
NAPA Autotech’s team of ASE Master Certified Instructors are conducting over 1,200 classes covering 28 automotive topics. To see a selection, go to napaautotech.com for more details.
Contact Information
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
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Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
