Question about shop pressure to sell extra repairs

Had a thing happen last week. A guy brought his truck in for an oil change. My boss told me to say the air filter was dirty and sell a new one, but it was actually clean. I felt stuck between pleasing the boss and being straight with the customer. I ended up showing the customer the filter and saying it was fine for now. Boss was annoyed with me after that. This kind of push happens a lot, and it puts us in a tough spot. It's a gray area that can make you question your choices. How do you all handle these situations at your places?

3 comments

3 Comments

val5182mo ago

Used to just do what the boss said to keep the peace, like suggesting wiper blades or topping off fluids that were fine. Felt icky but told myself it was just part of the job. Then I saw a coworker get pressured to sell a full brake job when the pads were barely worn. Seeing that customer pay for nothing major changed my whole view. Now I just show the customer the part and tell the truth, even if management grumbles. Your filter move was the right call.

brianhill2mo ago

Man, @val518 that moment with the brake job is exactly it. Once you see a real person getting ripped off, you can't unsee it. I've found being honest actually helps business more long-term because people trust you and come back. The boss might push for quick sales but keeping customers coming back matters way more.

ray_miller842mo ago

Wasn't there a study on that trust thing?