Diagnosing the Aftermarket A to Z

Matt Fanslow's Diagnosing the Aftermarket A to Z Podcast is a wide-open perspective on all aspects of the automotive aftermarket from a working diagnosticians' point of view. All topics and issues will be on the table.

  1. 4d ago

    The Power of Inspiration: From the Mat to the Shop [E246]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode Are We Paying Attention to Inspiration? Ben Askren was already known for an accomplished wrestling career, MMA championships, and one of the most replayed knockouts in UFC history. After a life-threatening illness, severe physical decline, and a double-lung transplant, simply surviving would have been remarkable. Instead, Askren worked his way back onto a wrestling mat. In this episode, Matt reflects on Askren’s return to competition and the difficult position faced by the opponent standing across from him. Is the more respectful choice to hold back, allow Askren to look competitive, or treat him like any other athlete who willingly stepped onto the mat? The match demonstrated that respect does not necessarily mean pity. Sometimes it means taking another person’s effort seriously. That story leads into the larger subject of inspiration and the places it can come from. Matt connects Askren’s return with the film Always, starring Richard Dreyfuss, Holly Hunter, John Goodman, and Audrey Hepburn. The film centers on the idea that influence and inspiration can continue through the people, lessons, and experiences that remain with us. Inspiration does not have to come from an extraordinary recovery or a dramatic movie. It can come from a struggling repair shop that finds its way back, an industry community helping a family in need, an instructor presenting an idea differently, or a conversation with another attendee during a training event. Technical education is intended to build knowledge and ability, but its value is not limited to information. A class may inspire someone to use a forgotten tool, purchase a needed piece of equipment, approach a problem differently, make a small operational change, or believe they are capable of developing a new skill. The larger question is not whether inspiration exists around us. It is whether we are awake enough to recognize it. Topics Discussed Ben Askren’s return to the wrestling mat after a life-threatening illness and double-lung transplantThe difference between respecting a competitor and showing pityThe film Always and its central theme of inspirationHow ordinary people and events can create meaningful changeThe automotive repair industry supporting its own during difficult circumstancesTraining events as sources of energy, possibility, and renewed curiosityIntentionally placing ourselves in environments where inspiration is more likelyThe possibility of inspiring someone else without realizing it Are we actively looking for inspiration, recognizing the people who provide it, and allowing it to affect what we do next? Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Visit PicoAuto.com Thanks to our Partner, Autel From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Learn more at Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/

    The Power of Inspiration: From the Mat to the Shop [E246]
  2. Jul 15

    The Most Controversial Tool in Automotive Electrical Diagnostics [E245]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode Powered circuit testers tend to produce strong opinions. Some specialists consider them indispensable time-savers. Others see them as dangerous tools that make it far too easy to damage a circuit. In this episode, Matt examines where tools such as the Power Probe, Autel powered circuit tester, and metered test lights fit into an automotive diagnostic process. The ability to apply power or ground can be dangerous without an understanding of the circuit, but the same can be said of jumper wires, scan tools, oscilloscopes, and nearly every other useful diagnostic tool. Matt also opens the episode with thoughts on the unexpectedly short Conor McGregor and Max Holloway fight. Rather than focusing only on the disappointing result, he considers the discipline and preparation required to attempt something difficult, even when the attempt ultimately fails. That leads to a broader shop question: How should a leader respond when a capable employee puts in the work, takes on a difficult task, and still comes up short? In This Episode The difference between a powered circuit tester and a metered test lightWhy Power Probe-style tools remain controversialThe risks of applying power or ground to an unknown circuitWhy Matt prefers the speed and simplicity of the Power Probe IIIUsing powered testers on motors, relays, power windows, and power seatsTesting fuel-pump power and ground circuitsUsing the tester’s circuit breaker to evaluate whether a circuit can carry currentWhy unloaded voltage readings can be misleadingThe value of placing a known load on a circuitWhy corrosion can pass a voltage test but fail under loadMatt’s experience with the Lisle and TOPDON metered test lightsWhy an incandescent test light is often more useful than an LED test lightThe difference between a dangerous tool and an improperly used tool Key Takeaways A voltage reading does not necessarily prove that a circuit can perform useful work. A connection may show battery voltage through a meter and still fail when current is required. A metered test light can combine the speed of a traditional test light with an actual voltage reading and a known electrical load. Matt regularly uses this type of tester when checking fuses and evaluating circuit integrity. A powered circuit tester can also shorten the process of separating a failed component from a power-feed or ground problem. Matt describes using one at a fuel pump to verify the power side, ground side, and pump operation without repeatedly changing tools or building several different jumper-wire arrangements. The tool does make applying power or ground unusually easy. That convenience is precisely why the user needs to understand the circuit before pressing the switch. The Larger Question Should a tool be dismissed because it can cause damage in the wrong hands? A powered circuit tester can damage a circuit. A jumper wire can do the same. A scan tool can lead to expensive parts replacement when its information is misunderstood. The potential for misuse does not necessarily make the tool inappropriate. It may mean the specialist needs more knowledge before using it. Listener Question Do powered circuit testers belong in a professional diagnostic arsenal? Are they valuable time-savers, unnecessary risks, or a little of both? What version do you use, and where has it proven most useful? Mentioned in This Episode Power Probe IIIPower Probe HookAutel powered circuit testerLisle metered test lightTOPDON TC001/CT100-style circuit testerIncandescent and LED test lightsFuel-pump circuit testingRelay and electric-motor testing Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Visit PicoAuto.com Thanks to our Partner, Autel From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Learn more at Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/

    The Most Controversial Tool in Automotive Electrical Diagnostics [E245]
  3. Jul 8

    Who Should Pay for Auto Repair Tools? Shop Owner or Employee? [E244]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode In this episode, Matt digs into a question that sits underneath a lot of shop economics, technician frustration, and industry culture: who should be responsible for buying the tools and equipment required to do the work a shop advertises? The discussion starts with a real-world example involving a dealership service department that did not have a connector depinning tool available, leaving a mechanical or technical specialist considering buying the tool personally. From there, Matt explores where the line should be drawn between personal hand tools and shop-owned equipment. Basic hand tools may be one thing. But scan tools, diagnostic equipment, specialty service tools, alignment systems, AC machines, tire equipment, connector service kits, and timing tools raise a different question entirely. If a shop sells those capabilities to customers, should the employee have to make the investment? Matt also looks at the long-term consequences of pushing too much cost onto specialists. If a specialist builds up enough personal tooling and equipment to perform a broad range of services, the industry may be quietly encouraging them to leave employment and open their own shop. That may work for some, but it also shrinks the talent pool, increases turnover risk, and may contribute to people leaving the industry altogether. The episode closes with a shift into diagnostic tool history, including a short “Mount Rushmore” of influential tools and equipment: the SCA, the Edge/Sun systems, the Fluke 87, and the Snap-on Vantage. Watch Reel Video Key Topics Where the line falls between personal tools and shop-owned equipmentWhy “the specialist can just buy it” may be an unstable business strategyThe difference between basic hand tools and equipment required to sell a serviceHow tool investment affects technician income, risk, and career decisionsWhy shops should think about replacement cost when evaluating pay and retentionHow industry culture can unintentionally make shop ownership look like the only real path upwardThe difference between a tool investment working out and it actually being a good decisionVintage diagnostic equipment that changed how specialists worked Notable Ideas A shop advertising a capability should be equipped to perform that capability. If a shop sells alignments, AC service, tire work, connector repair, diagnostics, or programming, it becomes hard to justify the employee carrying the primary equipment burden. There may be some economic logic to a specialist buying a tool when they are guaranteed the work and the tool pays for itself. But that logic becomes unstable when the employee is taking the risk while the business is selling the service. Tool ownership can become a shadow path to business ownership. When specialists personally acquire enough tools and equipment to operate independently, the industry may be unintentionally training them to leave. Retention math has to include replacement cost. Production numbers matter, but so does the cost of losing a capable person, leaving a bay or role vacant, recruiting someone new, training them, and risking a revolving-door reputation. A tool purchase can “work out” without having been the smartest move. Matt reflects on his own history of buying diagnostic equipment and scan tools, noting that it helped build capability and reputation, but that does not automatically mean it was the best financial decision. Listener Question What tools or equipment have you been expected to buy personally? Where do you think the line should be between employee responsibility and shop responsibility? Should mechanical and technical specialists be expected to own anything beyond basic hand tools, or should the shop provide everything needed to perform the services it sells? Mentioned Diagnostic Equipment SCA diagnostic equipmentSun/Edge PC-based engine analyzer systemsFluke 87 digital multimeterSnap-on VantageSnap-on Vantage ProOTC PerceptionSun engine analyzersFour-gas and five-gas analyzers Pull Quotes “What's the logic of owning a business that advertises certain capabilities, but the shop itself is ill-equipped to be able to do that?” “If part of my purpose is to take care of my people, then one feature of that is to try to maximize their take-home pay and minimize their financial responsibilities to do the jobs they were hired to do.” “It may have worked out. I don't know if that means it was a good move.” Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Visit PicoAuto.com Thanks to our Partner, Autel From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Learn more at Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/

    Who Should Pay for Auto Repair Tools? Shop Owner or Employee? [E244]
  4. Jul 1

    The Danger of Tunnel Vision in Automotive Diagnostics: Anchoring, Confirmation Bias, and Premature Closure [E243]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode A Dodge Durango came into the shop for a second opinion after being suspected of needing a transmission. The symptoms sounded convincing at first: harsh shifts, apparent slipping, no diagnostic trouble codes, and a vehicle that felt completely wrong on the road. But the actual problem was much simpler. The Durango was stuck in four-low. Once shifted properly through neutral, the harsh shifting, driveline bind, and “slipping” behavior disappeared. Matt uses the case as a springboard into a broader discussion about diagnostic tunnel vision. The point is not just that someone almost condemned a transmission unnecessarily. The deeper issue is how easily a first impression can become the diagnosis. Once the vehicle felt like it was slipping, everything after that could be interpreted through that lens. That is where anchoring, confirmation bias, and premature closure start to become dangerous. The episode also compares the Durango case to a more common misfire scenario. A vehicle comes in with a misfire, the scan tool identifies a cylinder, the car line is known for coil failures, and the diagnosis becomes a coil and plug before much testing happens. That gamble may work most of the time, but the process failure is still there. Being right by probability is not the same as proving the fault. Matt also shares a personal example involving a Mini Cooper that was nearly misdiagnosed as needing a turbo. The actual issue was cam/crank timing related. The mistake became a difficult but important lesson in responsibility, process, and making things right with the customer. The episode closes with a nod to Mel Brooks on his 100th birthday, including Matt’s Mount Rushmore of Mel Brooks films: Blazing Saddles, Spaceballs, The Producers, and History of the World, Part One. Watch Durango Video Key Topics Why the Durango seemed like it had a major transmission failureHow four-low can mimic slipping, harsh shifting, and driveline problemsThe importance of reading the owner’s manual when unfamiliar indicators appearAnchoring, confirmation bias, and premature closure in diagnosticsWhy “incompetent” may be technically accurate but often incomplete as an explanationThe ethical problem of charging for the wrong repair when the real fix is simpleWhy common failures can make weak testing feel justifiedHow probabilistic diagnosis can work until it does notThe value of owning a mistake and making it rightMel Brooks, comedy, and Matt’s Mount Rushmore of Mel Brooks films Pull Quote Options “The first impression is often the most dangerous piece of data in the whole diagnostic process.”“Being right most of the time does not mean the process was right.”“Customers should not be paying for our anchoring, our confirmation bias, and our premature closure.”“The real danger is not being wrong. The real danger is being done too early.” Episode Takeaways A symptom that feels obvious can still be misleading. The Durango felt like it was slipping, but the transmission was not the problem.A flashing indicator or odd message on the dash may be the clue. The owner’s manual may not feel like a diagnostic tool, but sometimes it is.Common failures can create lazy confidence. A known coil failure pattern or common turbo issue may point in the right direction, but it does not replace verification.Premature closure is expensive. It can cost the customer, the shop, or both.Ethics matter most when the mistake is discovered after the repair. The customer should not pay for a part that did not fix the vehicle just because the shop eventually stumbled into the real fix.A good diagnostic process should include forced questions: What am I anchored to? What evidence am I accepting too easily? What would prove my theory wrong? Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Visit PicoAuto.com Thanks to our Partner, Autel From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Learn more at Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/

    The Danger of Tunnel Vision in Automotive Diagnostics: Anchoring, Confirmation Bias, and Premature Closure [E243]
  5. Jun 24

    7.3L Power Stroke ICP Sensor Failure and the AI Skill Atrophy Debate [E242]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode In this episode of Diagnosing the Aftermarket A to Z, Matt Fanslow starts with a case study on a 2000 Ford Excursion with a 7.3L Power Stroke that came in with a severe lack of power. What began as a fuel delivery problem turned into a more interesting diagnostic puzzle involving a P1280 injection control pressure sensor code, an aftermarket ICP sensor, and a fault that appeared to happen not during cranking or running, but after key-off. The case becomes a practical example of why testing under actual operating conditions matters. Static tests can pass, scan data can look normal, and a meter may never show the event. In this case, the scope captured something the rest of the tools could easily miss. Matt then shifts into a listener question about artificial intelligence, especially large language models like ChatGPT, Gemini, Claude, Grok, and others. The concern is not simply whether AI is good or bad, but whether people, especially kids, may begin outsourcing too much thinking, writing, problem-solving, and confidence to these tools. The episode lands on a recurring theme: tools are not the problem by themselves. The question is how they are used, what skills may atrophy when they are overused, and whether individuals, families, businesses, industries, and society are willing to think more carefully and evidence-first about the long-term effects. Topics Covered 2000 Ford Excursion 7.3L Power Stroke Case Study Matt discusses a 7.3L Power Stroke with a major lack-of-power concern. The initial issue was tied to the low-pressure fuel supply side. A basic fuel pressure test had passed, but it had not been tested under the actual conditions where the symptom occurred. That led to a larger point: testing at idle, key-on, or during cranking is not the same as testing under load. The vehicle ultimately had damaged pickup screens and debris in the fuel tank. Cleaning the tank and replacing the failed components solved the fuel supply issue, but another problem remained. The P1280 ICP Sensor Problem After the fuel supply repair, the truck began setting a P1280 code, related to the injection control pressure sensor circuit reading low. The strange part was that the voltage looked normal: Key-on engine-off voltage looked normal. Cranking voltage did not drop. Five-volt reference stayed stable. Sensor ground stayed stable. The signal looked fine while running. The meter never really caught the failure. The scope eventually revealed the important event: after key-off, the ICP signal voltage would sometimes dip nearly to zero. That appeared to be enough for the PCM to set the code on the next key cycle. Scope vs. Meter vs. Scan Tool This case is a useful reminder that each tool has limits. A scan tool may not refresh fast enough or may stop collecting data after key-off. A meter may technically sample quickly, but the display may not show a short event clearly. The oscilloscope was the tool that made the failure visible. The point is not that one tool is always better. The point is knowing which tool fits the question being asked. Aftermarket Sensor Behavior The aftermarket ICP sensor appeared to produce a rebound effect after shutdown. Matt compares the behavior to something like inertial rebound, a concept familiar from certain pressure pulse sensors and piezo-style tools. The OE Motorcraft sensor did not reproduce the same behavior. Replacing the aftermarket sensor with the OE sensor corrected the issue. Main Diagnostic Takeaways Testing has to match the failure condition. A fuel pressure test that passes at idle does not prove the fuel system can keep up under load. A sensor can create a failure outside the moment most people are watching. In this case, the important event seemed to occur after key-off. A scope can reveal details that a scan tool or meter may miss, especially when the event is brief, intermittent, or happens outside normal observation windows. Aftermarket parts can fail in ways that are not obvious or traditionally “failed.” The sensor was not simply dead. It behaved incorrectly under a specific condition. Listener Question: AI, Kids, and Skill Atrophy The second half of the episode deals with a listener question about artificial intelligence and whether it may negatively affect people, especially kids. Matt narrows the discussion to what most people mean by AI in everyday conversation: large language models. These tools can write, summarize, explain, organize, and suggest. That makes them useful, but it also creates a risk. The concern is skill atrophy. When people lean too heavily on AI to write, think, summarize, diagnose, or explain, they may lose confidence or sharpness in those same areas. AI Takeaways AI does not have to be viewed as the collapse of civilization, but it also should not be treated casually. The better question is not “Is AI good or bad?” It is: What happens when people outsource too much of their thinking to it? Matt argues for an evidence-based approach. Families, schools, businesses, industries, and society should be asking harder questions about long-term effects instead of simply letting the tools spread and hoping it all works out. Neuroplasticity matters here. Even if people become overdependent on AI, the brain can adapt again. Skills can be rebuilt. Confidence can be recovered. But that depends on whether people recognize the problem and choose to do something about it. Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Visit PicoAuto.com Thanks to our Partner, Autel From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Learn more at Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/

    7.3L Power Stroke ICP Sensor Failure and the AI Skill Atrophy Debate [E242]
  6. Jun 17

    The Hidden Game Running Your Auto Repair Shop: When Systems Undermine Values [E241]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode Matt Fanslow continues his exploration of game theory by examining the difference between a shop’s official game and its shadow game. The official game is what ownership and management say the shop values: quality work, safety, fairness, employee support, customer care, and doing things the right way. The shadow game is what the shop’s systems, incentives, habits, exceptions, and unwritten rules actually reward. Those two games are not always completely opposed, and the gap between them is not necessarily created intentionally. Management may sincerely believe in the official game while remaining unaware of the behaviors being produced by compensation plans, workflow problems, favoritism, poor communication, broken equipment, or inadequate support. Matt looks at how employees can respond rationally to the system in front of them, even when those responses undermine the shop’s stated purpose. That may help explain dishonest, deviant, or destructive behavior, but it does not necessarily excuse it. The goal is not to pretend the shadow game does not exist. It is to identify it, understand what is creating it, and bring it into the light so the shop’s actual systems move closer to its stated values. The episode then takes a much less serious turn as Matt attempts to choose his Mount Rushmore of stand-up comedians. Richard Pryor, Lenny Bruce, Joan Rivers, and Dave Chappelle make the final cut, but not without considerable hesitation and several deserving names being left behind. Topics Discussed The difference between the official game and the shadow gameWhy stated values and actual incentives often conflictProduction-based compensation versus quality expectationsUnpaid inspections and the behavior they may encourageFavoritism, gravy work, and inconsistent enforcementSafety claims versus unsafe or neglected equipmentFront-of-house and back-of-house information gapsHow imperfect information allows assumptions to spreadLocally rational behavior inside a dysfunctional systemExplaining behavior without excusing itManagement’s responsibility to understand the real systemEmployees’ responsibility to communicate problems honestlyWhen trying to improve a workplace becomes less reasonable than leaving itGolden handcuffs and the personal cost of remaining in a misaligned organizationWhether mission statements represent actual beliefs or marketing languageMatt’s Mount Rushmore of stand-up comedians Questions Raised in the Episode What does a shop say it rewards?What does it actually reward?Do compensation and workflow systems support the quality standards discussed in meetings?Are safety problems addressed when employees report them?Are rules and opportunities applied consistently?What behaviors are employees learning from the system, regardless of what management says?How closely does the shadow game align with the official game?Who belongs on the Mount Rushmore of stand-up comedy? Matt’s Comedy Mount Rushmore Richard PryorLenny BruceJoan RiversDave Chappelle Other comedians considered include George Carlin, Robin Williams, Bill Burr, Chris Rock, Eddie Murphy, Steve Martin, Steven Wright, Sam Kinison, Andrew Dice Clay, Norm Macdonald, and Bob Uecker. Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Visit PicoAuto.com Thanks to our Partner, Autel From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Learn more at Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/

    The Hidden Game Running Your Auto Repair Shop: When Systems Undermine Values [E241]
  7. Jun 10

    Why Customers Struggle to Trust Auto Repair [E240]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode In this episode, Matt Fanslow continues the conversation around game theory and economics in the automotive repair industry, focusing on one of the biggest invisible forces affecting customer trust: information asymmetry. Auto repair is a credence good service, meaning most customers cannot fully judge the quality of the work before, during, or even after the repair. A grinding brake noise may disappear after a $200 backyard brake job or a $500 professional repair, but the customer may not be able to tell whether the work was safe, complete, or performed to a professional standard. That gap between what the shop knows and what the customer can reasonably know creates distrust by default. Matt connects this to economist George Akerlof’s “Market for Lemons,” originally applied to the used-car market, and explains how the same logic applies directly to auto repair. When customers cannot reliably distinguish quality from poor work, lower-quality providers can drag down trust in the entire market. The episode then turns toward solutions: better documentation, digital vehicle inspections, before-and-after photos or videos, service information references, and clearer explanations that help narrow the information gap without trying to turn every customer into a technician. The goal is not to overwhelm customers with technical data. The goal is to give them enough context to understand what was found, why it matters, and why the repair has value. Matt also discusses how YouTube, forums, and large language models can complicate trust by giving customers information that may be incomplete, misunderstood, or flat-out wrong. Shops now have to compete not just with other shops, but with customer fear, confirmation bias, and online explanations that may reinforce distrust. Key Topics Information asymmetry in automotive repairAuto repair as a credence good serviceWhy customers often distrust repair recommendationsGeorge Akerlof and “The Market for Lemons”How poor-quality providers affect trust in good shopsThe role of digital vehicle inspectionsBefore-and-after documentation as trust-buildingUsing service information to demonstrate valueThe impact of YouTube, forums, and AI tools on customer expectationsWhy economic and game theory language matters in shop management Episode Highlights Matt explains that customers often cannot tell the difference between a good repair and a poor repair if the obvious symptom goes away. That makes trust harder to earn and easier to lose. He uses the brake job example to show how two repairs can appear identical to a customer even when one is much safer, more complete, and more professional than the other. The “Market for Lemons” idea is used to explain how low-quality or deceptive providers can create distrust that affects the entire profession. The episode stresses that documentation is not just paperwork. Photos, videos, voltage readings, service information, and before-and-after evidence are part of how shops demonstrate value. Matt argues that shops need to use economic and game theory terms because many of the answers to shop problems already exist in those fields. Without the right language, it becomes harder to find or explain the solution. Notable Quote “We’re insulating ourselves from a market for lemons.” Practical Takeaways for Shops Use digital vehicle inspections to show customers what is good, what is bad, and why it matters.Do not assume the customer understands the significance of a test result. Explain the before and after in plain terms.Show comparisons when possible: good versus bad, before versus after, failed versus repaired.Reference manufacturer service information when it helps explain why the job requires certain steps.Recognize that customers may arrive with fear, skepticism, or bad information before you ever speak to them.Trust is not built only by being honest. It is built by making honest work visible and understandable. Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Visit PicoAuto.com Thanks to our Partner, Autel From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Learn more at Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/

    Why Customers Struggle to Trust Auto Repair [E240]
  8. Jun 3

    From Bogeys to Blown Fuses: Navigating Self-Doubt [E239]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode In this episode, Matt starts on the golf course and ends up right back in the service bay, because apparently, even a decent round of golf can turn into a cognitive psychology lesson. After shooting a personally strong nine-hole score, Matt catches himself doing what many technical and mechanical specialists do every day: ignoring the accomplishment and obsessing over the shots, tests, tools, or decisions that could have been better. That leads into a discussion of discounting the positive, upward counterfactual thinking, hindsight bias, expert bias, and the curse of knowledge. The point is not to stop improving. The point is to stop rewriting reality after the fact. A two-hour intermittent short diagnosis may feel “obvious” once the problem is found, but it was not obvious when the vehicle came in. The same applies to repairs, removals, procedures, and every job where experience only becomes obvious after you earn it. Matt also closes with some listener-driven Mount Rushmore talk, including an all-time basketball starting five featuring Magic Johnson, Michael Jordan, Larry Bird, LeBron James, and Hakeem Olajuwon. Key Topics Why a good result can still feel disappointing when you focus only on what could have gone betterThe difference between honest reflection and beating yourself into the groundDiscounting the positive and how it shows up in diagnosticsUpward counterfactual thinking: “If only I had done this sooner…”Hindsight bias in the shop after the failure is already foundWhy “that was obvious” is usually only true after the factHow technical specialists can learn from a job without erasing the accomplishmentThe danger of judging another specialist’s time after you already know the answerExpert bias, the curse of knowledge, and why experience can distort how we evaluate othersGiving yourself enough credit while still getting betterListener messages and future Mount Rushmore-style segmentsMatt’s all-time basketball starting five discussion Pull Quote Options “Once you know where the problem was, it starts feeling obvious. But it wasn’t obvious when you started.” “Why can’t both things be true? That was a good find, and next time I might do it faster.” “Learning from it does not require running yourself into the ground.” “Knowing what I knew at the time, that wasn’t bad.” Thanks to our Partner, Pico Technology Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Visit PicoAuto.com Thanks to our Partner, Autel From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Learn more at Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.comDiagnosing the Aftermarket A - Z YouTube Channel The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ 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/

    From Bogeys to Blown Fuses: Navigating Self-Doubt [E239]
4.8
out of 5
17 Ratings

About

Matt Fanslow's Diagnosing the Aftermarket A to Z Podcast is a wide-open perspective on all aspects of the automotive aftermarket from a working diagnosticians' point of view. All topics and issues will be on the table.

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