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:

• Share your stories: Email Matt at [email protected] or message via Facebook.

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

• Email Matt: [email protected]
• Diagnosing the Aftermarket A - Z YouTube Channel
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