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Automotive Field Theory

Matt Fanslow

Automotive Field Theory explores the forces that shape automotive repair, including the ones measured with a meter or oscilloscope and the ones that cannot be found on a wiring diagram.

Hosted by automotive diagnostic specialist, shop manager, and instructor Matt Fanslow, the podcast begins in the automotive aftermarket but rarely stays inside its traditional boundaries. Diagnostics, electricity, technology, leadership, psychology, economics, game theory, history, music, movies, family, and human behavior may appear unrelated. Look closely enough, however, and connections begin to emerge.

A vehicle may arrive with a technical fault, but the work surrounding it is rarely technical alone.

Information is incomplete.

People make decisions under pressure and uncertainty. Incentives shape behavior. Standards gradually drift. Good intentions produce unexpected results. The official process may say one thing while the system quietly rewards another.

Automotive Field Theory is an attempt to understand those interactions.

Drawing from real diagnostic work, shop management, industry conversations, personal experience, and an occasionally inconvenient level of curiosity, Matt examines not only how things work, but why they work that way, how they became what they are, and what apparently unrelated subjects might teach us about repairing vehicles, leading people, running businesses, and improving the automotive industry.

Some episodes begin with a failed component. Others begin with Metallica, quantum physics, professional wrestling, a historical disaster, a round of golf, or a question that refuses to leave Matt alone.

Eventually, they all enter the same field.

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  • 22 episodes
  • weekly
  • Avg 29 min
  • English

Episodes 22

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  • #253
    Yesterday · 28 min

    How to Start a Career in Auto Repair [E253]

    Thanks to our Partners, Pico Technology and Autel Watch Full Video Episode A high school student considering a career in the skilled trades recently asked Matt for advice about entering the automotive repair profession. Should someone begin with a college or technical program, or find a shop willing to train them? In this episode, Matt explains why the answer depends partly on the experience a person already brings with them. Many newcomers have had little exposure to tools, machinery, or basic repair work. Knowledge that experienced specialists consider “common sense” is often the product of decades spent fixing bicycles, lawn equipment, cars, and anything else that broke. Technical education can help build that missing foundation, but even a strong program can only go so far. The workplace must continue the development process. Too many newcomers are placed on the lube rack, buried under oil changes and tires, and expected to somehow develop advanced skills on their own. A good shop should be able to show a new specialist a realistic development path. That might include supervised work, scheduled opportunities to shadow experienced specialists, progressive responsibility, and exposure to different vehicle systems. The goal does not have to be producing another “master technician.” The profession needs excellent maintenance specialists, chassis specialists, heavy-line specialists, diagnostic specialists, and many other forms of expertise. Matt also discusses the responsibility on both sides of that relationship. The business must recognize training as an investment and create room for learning. The developing specialist must respect that investment, remain engaged, accept responsibility for mistakes, and learn from them without allowing guilt to become shame. If the first shop cannot provide opportunities to grow, it may be worth following the path of a chef: work in different environments, learn under different people, and collect a broader range of techniques and experiences. That could mean spending time at a dealership, an independent shop, or facilities specializing in Asian, domestic, or European vehicles. The best path into this profession is not necessarily the shortest one. It is the path that gives someone the foundation, support, experience, and opportunity to discover where they can become most capable and valuable. Topics include: College and technical-school programs versus learning on the job The disappearance of early mechanical experience Why “common sense” is usually learned experience The limitations of leaving newcomers on the lube rack What a legitimate development path should look like Specialization without treating every role as a hierarchy The shared responsibilities of the shop and the developing specialist Making mistakes, accepting responsibility, and continuing to grow Moving between shops to broaden skills and experience Finding the work you enjoy, the work you perform well, and the work that can support a career Thanks to the Automotive Repair Podcast Network and to the sponsors of Automotive Field Theory, Autel and 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. PicoAuto.com From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.com Subscribe on YouTube: @automotivefieldtheory The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/ Remarkable Results Radio Podcast with Carm Capriotto: https://remarkableresults.biz/ Business by the Numbers with Hunt Demarest: https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: https://craigoneill.captivate.fm/

  • #252
    September 2 · 29 min

    It’s Never Too Late to Do the Right Thing: Lessons from YouTube, Jelly Roll and Physics [E252]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode A monologue from Jelly Roll prompted a simple but powerful idea: It is never too late to do the right thing. That does not mean “the right thing” is always obvious. People can look at the same situation from different perspectives, reach different conclusions, and each possess part of the truth. The challenge is remembering that the client, employee, employer, or competitor across from us is a human being before they are a problem to solve or a category to assign. In this episode, Matt considers how quickly automotive professionals can label a client as a “price shopper” when price may simply be the only part of the conversation the client understands. He also discusses clients arriving with information from Google or artificial intelligence, and how shops can use that information to create a better conversation about the time and access genuinely required for diagnostic testing. The episode then turns toward leadership, accountability, and hindsight. If we recognize that we mishandled a situation yesterday, last year, or many years ago, the passage of time does not prevent us from acknowledging it, apologizing, or trying to make it right. Finally, a physics thought experiment involving a bouncing ball and two reference frames illustrates how two observers can accurately describe the same event differently. Understanding another person’s perspective does not require agreeing with it, but it may help us judge them less quickly and respond more thoughtfully. Topics include: Why clients often default to asking about price Information asymmetry between repair professionals and vehicle owners Responding constructively when clients bring in AI-generated information Why diagnostic testing takes more time than a list of possible causes suggests The difference between understanding someone and agreeing with them Revisiting past decisions as a leader Apologies, accountability, and making amends How perspective changes what we observe Remembering the humanity of clients, coworkers, employers, and competitors Doing the right thing for others and for yourself Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. PicoAuto.com From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.com Subscribe on YouTube: @automotivefieldtheory The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/ Remarkable Results Radio Podcast with Carm Capriotto: https://remarkableresults.biz/ Business by the Numbers with Hunt Demarest: https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: https://craigoneill.captivate.fm/

  • #251
    August 26 · 27 min

    Reflecting on STX 2026 [E251]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode Matt Fanslow returns from WORLDPAC’s STX 2026 with a greater appreciation for everything required to make a major training event happen, especially the hands-on classes. Vehicles, tools, simulators, soldering stations, ventilation systems, safety requirements, instructors, support personnel, and countless late nights all have to come together before an attendee ever walks into the room. He also challenges a persistent myth about oscilloscopes: that you must become an expert at interpreting tiny waveform anomalies before a scope becomes useful. Most failures are not nearly that subtle. Comparison testing, known-good examples, manufacturer support, training resources, and a little experience can make the scope useful much sooner than many specialists believe. But the greatest value of an event like STX may extend beyond the classroom. Matt reflects on time spent with Jorge Menchu, Brin Kline, and other longtime friends and colleagues, and on how conferences create professional networks that can become genuine lifelong friendships. For shop owners and managers, sending team members to training events is more than an educational expense. It is an investment in their skills, perspective, professional network, and connection to the industry. Matt encourages everyone to find a conference they can attend…and challenges shop leaders to help their people get there. Topics include: The enormous amount of work behind hands-on automotive training Recognizing the people working behind the curtain Teaching introductory PicoScope classes with Scott Shotton Andrew Sexton’s introduction to key cutting and programming Kevin Suttorp’s hands-on soldering and EEPROM training Why oscilloscopes are more approachable than many specialists assume Using comparison waveforms and known-good examples Finding technical support and training resources The professional and personal value of industry conferences Building relationships outside your own shop Why owners and managers should help their teams attend training events Learning that other shops often face many of the same problems Matt also recognizes Keith DeFazio, Isaac and Christina Rudell, Lonnie Horn, Justin Morgan, George Menchu, Bryn Klein, Richard Velko, Andrew Sexton, Kevin Sudor and his wife, and the many WORLDPAC employees, instructors, spouses, vendors, and support personnel whose work made STX 2026 possible. 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. 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. Autel.com Contact Information Email Matt: mattfanslowpodcast@gmail.com Subscribe on YouTube: @automotivefieldtheory The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/ Remarkable Results Radio Podcast with Carm Capriotto: https://remarkableresults.biz/ Business by the Numbers with Hunt Demarest: https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: https://craigoneill.captivate.fm/

  • #250
    August 19 · 47 min

    The Ethics of a Diagnosis: Navigating System Pressures and Best Practices with Danielle Fanslow[E250]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode For episode 250, Matt is joined by his wife, Danielle Fanslow, MSW, LGSW, LADCS, for a conversation about diagnostics...just not entirely the automotive kind. Danielle works in behavioral health, mental health, and substance use treatment. Matt diagnoses cars. On the surface, those worlds seem pretty far apart, but both require professionals to gather incomplete information, recognize patterns, separate symptoms from causes, make recommendations, and earn enough trust for someone to act on those recommendations. The conversation explores what happens when the process isn't as simple as following a flowchart. A trouble code doesn't automatically identify a failed component, just as a behavior or symptom doesn't necessarily reveal the underlying problem. In both fields, experience matters...but experience can also create shortcuts, assumptions, and confirmation bias. Matt and Danielle compare diagnostic processes, the role of published procedures and best practices, and what happens when professionals deviate from them. They also discuss how a diagnosis can evolve as new information becomes available, why the label itself may matter less than addressing the actual problem, and how trust affects whether a client or customer accepts a professional recommendation. The discussion also moves into some of the system-level pressures surrounding both industries. Insurance reimbursement, workload, time constraints, business survival, and administrative requirements can all influence professional decisions...sometimes creating situations where doing what is financially rewarded and doing what is actually best for the client are not perfectly aligned. In this episode: The similarities between automotive diagnostics and behavioral health assessment Why symptoms are not necessarily causes Gathering information before reaching a conclusion Diagnostic procedures versus understanding how the system actually works Why professional experience can improve a process...and sometimes bias it Confirmation bias and the danger of deciding what the problem is too early Communicating not only what you found, but why you believe it Building trust when the customer or client cannot independently evaluate your diagnosis Google, YouTube, AI, and the newly "educated" customer Why transparency becomes especially important when trust is already low The difference between a diagnosis and the problem someone actually wants solved How behavioral-health diagnoses can evolve as a clinician learns more Standardized procedures versus individualized care Ethical pressure created by insurance reimbursement and business economics When financial incentives begin influencing what services get recommended Similar pressures between insurance-driven behavioral health and collision repair Why good professionals sometimes deviate from prescribed diagnostic procedures The responsibility that comes with making your own diagnostic strategy Accepting that even a well-supported diagnosis can occasionally be wrong Why being able to explain your reasoning matters when that happens And, appropriately for episode 250...a fair amount of Matt and Danielle giving each other a hard time About Danielle Fanslow Danielle Fanslow holds a Master of Social Work and is a Licensed Graduate Social Worker and Licensed Alcohol and Drug Counselor Supervisor in Minnesota. Her experience includes substance use treatment, mental health, assessment, treatment planning, and behavioral-health systems. 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.com Subscribe on YouTube: @automotivefieldtheory The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through StoryTelling 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/

  • #249
    August 12 · 20 min

    Does Experience Give You Permission to Ignore Service Information? [E249]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode How much freedom should an automotive professional have to deviate from published service information? In this episode of Automotive Field Theory, Matt Fanslow digs into that question after a recent discussion involving ADAS procedures and Ford brake caliper fasteners that service information specifically instructs technicians to remove and discard. The debate isn't really about one set of bolts. It's about the level of confidence we sometimes have in deciding that a procedure isn't necessary when we don't actually know why the manufacturer specified it in the first place. Matt compares following service information to insurance and personal protective equipment. Most days, neither appears necessary. You don't buy insurance because you expect to crash every day, and you don't wear PPE because something goes wrong every time you use it. They're there for the rare day when something does go badly wrong. That same idea applies to automotive repair. Millions of repairs may survive a shortcut without consequence. A rope-style tire plug may last the remaining life of the tire. A reused fastener may never loosen. A skipped calibration may never produce an obvious complaint. But is a history of getting away with something the same as evidence that the procedure wasn't necessary? Topics Discussed Ford service information calling for certain brake fasteners to be removed and discarded The difficulty of finding documentation explaining why Ford requires replacement Whether thread locker, bolt coatings, fastener design, or another factor could be behind the requirement Why the absence of an explanation doesn't automatically justify ignoring the procedure Risk management in automotive repair The difference between something working and something being an approved repair Rope-style tire plugs versus manufacturer-approved tire repair procedures Legal exposure when a repair deviates from accepted or published procedures OE versus aftermarket ADAS calibration equipment and procedures Why following the OE procedure provides an inherently defensible position When departing from an OEM diagnostic trouble tree may be reasonable The difference between deviating from a diagnostic process and deviating from a safety-related assembly procedure Adding something such as thread locker to improve robustness versus eliminating a required step The criticism sometimes directed toward specialists who follow service information Why experience alone doesn't necessarily demonstrate that a specified procedure is unnecessary PPE, insurance, and service procedures as protection against the exceptionally bad day Key Takeaways “I've always done it this way” isn't the same as knowing why the procedure exists. A repair method can work hundreds or thousands of times without demonstrating that the manufacturer's requirement was unnecessary. There are different kinds of deviations from service information. Skipping steps in a diagnostic trouble tree because you understand the system and can perform more efficient testing isn't necessarily comparable to ignoring a torque specification, calibration requirement, preparation procedure, or instruction to replace a fastener. Following the published procedure is also a form of risk management. The value of the procedure may not reveal itself during the thousands of repairs where nothing goes wrong. Its value may be on the one repair where something does. Doing exactly what the manufacturer published is difficult to criticize. There may be legitimate aftermarket alternatives and there may even be procedures that can be improved upon. But if someone performs the repair exactly as the manufacturer specifies, criticizing them for being unnecessarily cautious is difficult to justify. The Question If service information specifically says to discard and replace a component but doesn't explain why, what level of evidence should be required before we decide that replacement isn't actually necessary? And if documentation exists from Ford explaining why these particular fasteners must be replaced, or providing an approved procedure for their reuse, Matt wants to see 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.com Subscribe on YouTube: @automotivefieldtheory The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through StoryTelling 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/

  • #248
    August 5 · 18 min

    Automotive Field Theory: Rebranding the Podcast [E248]

    Thanks to our Partners, Pico Technology and Autel Watch Full Video Episode Diagnosing the Aftermarket Becomes Automotive Field Theory Things have changed. After years as Diagnosing the Aftermarket A to Z, the podcast has a new name: Automotive Field Theory. In this episode, Matt explains why the original title was chosen, why it eventually became a problem, and how the new name better represents both the podcast and the range of subjects explored on it. The original name was intended to leave the show wide open. Automotive diagnostics and technology were always part of it, but so were psychology, economics, relationships, mental health, addiction, movies, sports, professional wrestling, and the people behind the work. That freedom is not going away. The problem was simpler: people searching for automotive and auto repair podcasts often could not find the show. Neither “diagnosing” nor “aftermarket” is exclusively connected to the automotive industry, and the word “automotive” did not appear anywhere in the title. Automotive Field Theory solves that problem while also fitting the show on several levels. It is a play on quantum field theory, reflecting Matt’s lifelong interest in physics and his tendency to explore how things actually work. It also refers to the entire automotive field, from vehicle design and manufacturing through sales, service, collision repair, locksmithing, programming, calibration, modification, and eventually recycling. Finally, there is the theory itself: automotive theory, diagnostic theory, economic theory, psychological theory, and the hypotheses and ideas that shape how people understand the profession. The name is changing. The podcast fundamentally is not. In This Episode Why Diagnosing the Aftermarket A to Z was originally chosen The searchability problem with the old title Why “automotive” needed to be in the name The connection between automotive field theory and quantum field theory The enormous range of careers contained within the automotive field Where independent repair overlaps with collision, locksmithing, programming, and ADAS Why the new title may make it easier to invite guests and reach new listeners What listeners can expect from the show going forward The people and podcasts that helped inspire and support the change Matt also recognizes several shows across the Automotive Repair Podcast Network, including: Remarkable Results Radio Podcast Business by the Numbers Speak Up! Effective Communication The Auto Repair Marketing Podcast The Weekly Blitz A special thank-you goes to Tracy for the work behind the new logo, to Carm Capriotto and the Automotive Repair Podcast Network, and to sponsors Pico Technology and Autel. Take a look at the new logo and let Matt know what you think. Guest suggestions are also welcome as Automotive Field Theory begins its next chapter. 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.com Subscribe on YouTube: @automotivefieldtheory The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/ 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/

  • #247
    July 29 · 25 min

    Why You Can't Motivate Someone Into Training [E247]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode Why are some automotive repair specialists resistant to attending training, particularly when it takes place after work or on weekends? The easy explanation is that they are lazy, unmotivated, or unwilling to invest in themselves. Matt argues that this explanation may also be incomplete. In this episode, Matt examines training through the lens of incentives, career development, and systems thinking. A specialist who spends personal time and money developing new skills is often told that the investment will eventually produce better pay, greater opportunities, or increased job security. But what happens when those rewards never materialize? When training does not produce a visible improvement in compensation, working conditions, advancement, or professional stability, declining another class may be a rational decision rather than a character flaw. Matt discusses his own early motivation for attending training, the delayed payoff of that investment, and the importance of the relationships developed through classes, professional forums, and industry events. He also considers what shop owners and managers can do to make continued education feel like part of a legitimate career path rather than another demand placed on an employee’s personal life. Topics Discussed Why two people who make opposite decisions about training may both be acting rationally The traditional expectation that individuals fund their own professional development Whether increased knowledge reliably produces increased compensation “Cheap talk,” empty promises, and the loss of trust between employees and employers The absence of clear career paths in automotive repair Why keeping a job is not a meaningful reward unless the job is worth keeping Matt’s early, ego-driven pursuit of technical knowledge The delayed financial return from training and professional development The value of relationships formed through classes, events, forums, and industry groups The difficulty of identifying and communicating one’s economic value Why character judgments should come after examining the system, not before Providing training during normal working hours Establishing clear expectations for continuing education Creating positions and responsibilities for specialists throughout every stage of their careers Why experienced employees should be a shop’s strongest advocates The shared reputation of the automotive repair profession Key Takeaway Before assuming that someone’s reluctance to attend training reflects laziness or a lack of ambition, examine the incentives surrounding the decision. Does training lead somewhere? Can the specialist see a realistic path toward greater compensation, responsibility, security, or professional satisfaction? Does the organization respect personal time while asking employees to continue developing? Individual shops cannot repair the entire profession alone, but each shop contributes to the larger system. Better career paths, meaningful rewards, workday training, and credible long-term planning can help make professional development feel like an investment rather than an obligation. Resources Mentioned Rich Falco Mike Allen and Confessions of a Shop Owner Dutch Silverstein Ratchet+Wrench ScannerDanner Premium Automotive Seminars Today’s Class iATN and other professional automotive communities Thanks to Pico Technology and Autel for supporting the podcast, and to the Automotive Repair Podcast Network. 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.com Diagnosing 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/

  • #246
    July 22 · 20 min

    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 transplant The difference between respecting a competitor and showing pity The film Always and its central theme of inspiration How ordinary people and events can create meaningful change The automotive repair industry supporting its own during difficult circumstances Training events as sources of energy, possibility, and renewed curiosity Intentionally placing ourselves in environments where inspiration is more likely The 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.com Diagnosing 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/

  • #245
    July 15 · 22 min

    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 light Why Power Probe-style tools remain controversial The risks of applying power or ground to an unknown circuit Why Matt prefers the speed and simplicity of the Power Probe III Using powered testers on motors, relays, power windows, and power seats Testing fuel-pump power and ground circuits Using the tester’s circuit breaker to evaluate whether a circuit can carry current Why unloaded voltage readings can be misleading The value of placing a known load on a circuit Why corrosion can pass a voltage test but fail under load Matt’s experience with the Lisle and TOPDON metered test lights Why an incandescent test light is often more useful than an LED test light The 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 III Power Probe Hook Autel powered circuit tester Lisle metered test light TOPDON TC001/CT100-style circuit tester Incandescent and LED test lights Fuel-pump circuit testing Relay 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.com Diagnosing 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/

  • #244
    July 8 · 36 min

    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 equipment Why “the specialist can just buy it” may be an unstable business strategy The difference between basic hand tools and equipment required to sell a service How tool investment affects technician income, risk, and career decisions Why shops should think about replacement cost when evaluating pay and retention How industry culture can unintentionally make shop ownership look like the only real path upward The difference between a tool investment working out and it actually being a good decision Vintage 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 equipment Sun/Edge PC-based engine analyzer systems Fluke 87 digital multimeter Snap-on Vantage Snap-on Vantage Pro OTC Perception Sun engine analyzers Four-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.com Diagnosing 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/

  • #243
    July 1 · 30 min

    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 failure How four-low can mimic slipping, harsh shifting, and driveline problems The importance of reading the owner’s manual when unfamiliar indicators appear Anchoring, confirmation bias, and premature closure in diagnostics Why “incompetent” may be technically accurate but often incomplete as an explanation The ethical problem of charging for the wrong repair when the real fix is simple Why common failures can make weak testing feel justified How probabilistic diagnosis can work until it does not The value of owning a mistake and making it right Mel 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.com Diagnosing 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/

  • #242
    June 24 · 31 min

    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.com Diagnosing 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/

  • #241
    June 17 · 28 min

    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 game Why stated values and actual incentives often conflict Production-based compensation versus quality expectations Unpaid inspections and the behavior they may encourage Favoritism, gravy work, and inconsistent enforcement Safety claims versus unsafe or neglected equipment Front-of-house and back-of-house information gaps How imperfect information allows assumptions to spread Locally rational behavior inside a dysfunctional system Explaining behavior without excusing it Management’s responsibility to understand the real system Employees’ responsibility to communicate problems honestly When trying to improve a workplace becomes less reasonable than leaving it Golden handcuffs and the personal cost of remaining in a misaligned organization Whether mission statements represent actual beliefs or marketing language Matt’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 Pryor Lenny Bruce Joan Rivers Dave 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.com Diagnosing 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/

  • #240
    June 10 · 22 min

    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 repair Auto repair as a credence good service Why customers often distrust repair recommendations George Akerlof and “The Market for Lemons” How poor-quality providers affect trust in good shops The role of digital vehicle inspections Before-and-after documentation as trust-building Using service information to demonstrate value The impact of YouTube, forums, and AI tools on customer expectations Why 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.com Diagnosing 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/

  • #239
    June 3 · 26 min

    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 better The difference between honest reflection and beating yourself into the ground Discounting the positive and how it shows up in diagnostics Upward counterfactual thinking: “If only I had done this sooner…” Hindsight bias in the shop after the failure is already found Why “that was obvious” is usually only true after the fact How technical specialists can learn from a job without erasing the accomplishment The danger of judging another specialist’s time after you already know the answer Expert bias, the curse of knowledge, and why experience can distort how we evaluate others Giving yourself enough credit while still getting better Listener messages and future Mount Rushmore-style segments Matt’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.com Diagnosing 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/

  • #238
    May 27 · 43 min

    Game Theory for Auto Repair Shops: Pricing, Competition, and Strategy [E238]

    Thanks to our Partners, Pico Technology, and Autel Watch Full Video Episode In this episode, Matt begins laying the groundwork for a larger discussion on game theory and how it applies far beyond poker tables, chessboards, casinos, or movie references. What starts with John von Neumann, poker strategy, bluffing, and imperfect information quickly becomes a broader conversation about how people, businesses, customers, competitors, and coworkers interact. Matt explains that “games,” in the game theory sense, are not just games. They are interactions where people make choices, respond to incentives, interpret incomplete information, and try to get outcomes. That means shop pricing, marketing, hiring, customer behavior, technician cooperation, and even where a business chooses to locate can all be understood through this lens. The episode touches on the difference between games of perfect information, like chess, and games of imperfect information, like poker. Matt uses poker as an entry point into bluffing, strategy, table image, and why mathematically sound behavior may involve moves that seem strange in isolation. He then connects that to real-world business decisions, where the “obvious” move, such as lowering prices because a competitor did, may not actually be the strongest response. Matt also walks through classic game theory examples like the Monty Hall problem and the Prisoner’s Dilemma. The Prisoner’s Dilemma becomes especially relevant to shop culture and business strategy because it shows how cooperation can often outperform pure self-interest, even though individual incentives may push people toward betrayal or defensive behavior. That idea becomes a bridge into behavioral game theory, which accounts for the fact that humans do not always make clean, rational, mathematically optimal decisions. From there, the conversation moves into automotive repair shop strategy. Matt discusses why competitors often cluster together, using examples like hotels, gas stations, Target and Walmart, Lowe’s and Home Depot, and auto repair shops. The point is not that a shop should always build next to competitors, but that proximity, customer behavior, friction, convenience, and visibility may matter more than the simplistic idea of “go where there is no competition.” The episode closes by encouraging listeners to start seeing shop life as a series of interactions, incentives, exchanges, and strategies. Not “playing games” in a manipulative sense, but understanding that every interaction involves expectations, investments, risks, and perceived rewards. Key Topics Covered Game theory as a way to understand real-world interactions, not just board games or gambling. John von Neumann, poker, bluffing, and imperfect information. Why poker strategy involves more than simply playing the cards. The role of Oscar Morgenstern and economic theory in the development of game theory. Why older economic models struggled with human irrationality. The difference between perfect information games and imperfect information games. Chess as a perfect-information game and poker as an imperfect-information game. The Monty Hall problem and why switching doors improves the odds. The Prisoner’s Dilemma and why cooperation often beats betrayal over time. Tit-for-tat style strategies: cooperate first, respond to betrayal, then return to cooperation. Nash equilibrium and the basic idea of making the best available decision based on known information. Behavioral game theory and why people do not always act rationally. How game theory applies to shop pricing, competition, and marketing. Why lowering price in response to a competitor may not be the right move. Why businesses often cluster near direct competitors. Shop location strategy and customer convenience. Seeing everyday shop interactions as “games” in the game theory sense. Memorable Ideas “The game” is not necessarily manipulation. It is the interaction itself. Poker is not just cards. It is incomplete information, behavior, bluffing, risk, and response. Cooperation can be a stronger long-term strategy than constant defection. A competitor lowering their price does not automatically mean you should lower yours. Sometimes the stronger move is counterintuitive. Customers may choose convenience and proximity over reputation, price, or even prior loyalty. A shop’s strategy is not just what it charges or how good it is. It is also where it sits, what friction customers face, and what alternatives are nearby. 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.com Diagnosing 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/

  • #237
    May 20 · 22 min

    The Targaryen Technician: When Shop Owners Become What They Once Despised [E237]

    Thanks to our Partners, Pico Technology and Autel Watch Full Video Episode In this episode, Matt Fanslow uses Game of Thrones, specifically the arc of Daenerys Targaryen, as a metaphor for what can happen when a mechanical or technical specialist moves from employee to shop owner. The comparison is not that former technicians suddenly “burn everything to the ground,” but that people can start with strong ideals, endure pressure, accumulate responsibility, and slowly rationalize decisions they once hated from the other side of the counter. Matt draws a parallel between Daenerys’ journey, from abused and powerless exile to powerful ruler, and the path of a technician who opens a shop after years of saying, “If I were in charge, I’d do things differently.” At first, that new owner may try to build the kind of workplace they always wanted: better pay, better equipment, better treatment, and fewer manipulative incentive structures. But then reality intrudes. Bills come due. Tooling, software, subscriptions, payroll, benefits, facility costs, and client pressure pile up. What once looked like greed from the employee side may start to look like survival from the owner side. A major thread in the episode is the difference between explaining behavior and excusing it. Matt is careful not to justify poor management, bad pay plans, or unfair treatment. Instead, he looks at how stress, fear, frustration, and financial pressure can slowly change a person’s beliefs. The former employee who despised production-based pay may eventually install a production-based pay plan. The shop owner who wanted to buy the best equipment may eventually stop doing that when employees fail to care for it. The person who promised to never become “that owner” may wake up, or perhaps never wake up, having become very close to the thing they once opposed. The episode also touches on incentive design. Matt discusses how incentive-based pay plans can increase production, but only if the surrounding system is fair. When a mechanical or technical specialist is paid based on production, but too many external forces affect their ability to produce, the pay plan can feel like punishment. Dispatch, workflow, parts delays, bad information, poor estimating, broken processes, and uneven support can all take money out of the worker’s hands. In that environment, the game feels unfair, even if the pay plan itself is not inherently unethical. Matt argues that pay plans should not be used as a substitute for management. A compensation structure cannot do the work of leadership, communication, process improvement, fairness, and accountability. Straight hourly can work. Flat rate can work. Hybrid incentive plans can work. But none of them work automatically, and none of them remove the need for honest management and honest self-assessment. The larger point is that people rarely change all at once. They shift slowly. The language changes first. Then the justifications. Then the policies. Then the culture. Like Daenerys, the fall is not simply about one bad decision at the end. It is the accumulated effect of pressure, loss, betrayal, fear, and power. Matt closes by reflecting on Game of Thrones itself, noting that the show was among the best when it was at its peak, even if the ending remains debated. He suggests that Daenerys’ storyline may be worth revisiting not just as fantasy, but as a study in how ideals can erode when pressure, power, and isolation build over time. Key Topics The former technician turned shop owner: The episode examines what happens when someone who once criticized shop ownership suddenly has to carry the risk, payroll, bills, tooling costs, subscriptions, client demands, and employee issues themselves. Daenerys Targaryen as a shop-owner metaphor: Daenerys begins with a desire to break abusive systems, but eventually becomes capable of the very behavior she once opposed. Matt uses that arc to frame how former employees can become the kind of owners they used to resent. Explaining versus excusing: A central distinction in the episode is that understanding why owners behave a certain way does not automatically make those behaviors right. Incentive pay and production pressure: Production-based pay plans can produce measurable gains, but they also create resentment when employees are held accountable for factors outside their control. The danger of using pay plans as management: Matt argues that compensation systems cannot replace leadership, process design, accountability, and honest communication. Stress, fear, and rationalization: The episode explores how frustration, anxiety, financial pressure, and disappointment can slowly alter a person’s beliefs and management style. The slow drift into becoming what you opposed: The episode’s core warning is that becoming “that owner” usually does not happen in one dramatic moment. It happens one rationalization at a time. Quotes “When enough people make false promises, words stop meaning anything. Then there are no more answers, only better and better lies.” “We have to be able to explain things without excusing them.” “The pay plan cannot be the manager.” “You can have a straight hourly shop where production is good. You can have a flat-rate shop where people are happy. But neither one happens by accident.” “A production incentive becomes punishment when too many things outside the employee’s control take money out of their hands.” “A lot of people do not become bad owners all at once. It is slow, and then all at once.” “The danger is not just power. It is pressure, fear, frustration, and then the story we tell ourselves afterward.” 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.com Diagnosing 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/

  • #236
    May 13 · 27 min

    Normalization of Deviance: The Challenger Disaster and How Shop Standards Drift [E236]

    Thanks to our Partners, Pico Technology, Autel, and Independent Wrench Jobs Watch Full Video Episode Matt Fanslow revisits the Challenger disaster, not just as a historical tragedy, but as a case study in how standards, tolerances, and risk perception can shift over time. The common simplified story is that management ignored engineers, pushed the launch forward, and disaster followed. While that is part of the story, Matt looks at the deeper concept sociologist Diane Vaughan identified: normalization of deviance. The Challenger disaster happened 73 seconds after launch in 1986, killing all seven astronauts onboard. The failure was traced to O-rings in the solid rocket boosters that lost sealing ability in unusually cold conditions. But the broader lesson is not simply that one part failed. It is that warning signs had appeared before, yet each successful mission expanded the boundary of what NASA considered acceptable. What would have once been treated as outside tolerance gradually became normal. Matt connects this idea to the phrase, “slowly, then all at once,” often used to describe the collapse of relationships, marriages, systems, and businesses. The visible failure may seem sudden, but the conditions that made it possible usually developed over a long period of tolerated drift. From there, the discussion moves into automotive repair. Shops can experience the same pattern with ADAS calibrations, wheel torque procedures, tire repairs, safety glasses, uniforms, training expectations, and other operating standards. A procedure gets missed once. Nothing bad happens. It gets missed again. Still nothing bad happens. Eventually, the shop no longer treats the original standard as the standard at all. The absence of immediate consequences becomes false evidence that the deviation is safe. Matt uses ADAS calibration as a major example. A shop may begin by following OEM procedures after alignments or repairs, but over time, scheduling problems, delays, cost pressure, or customer pushback can lead to skipped calibrations. If no warning lights appear and no customer complains, the skipped step starts to feel acceptable. But that does not mean the risk disappeared. It may simply mean the failure has not happened yet. The episode also references tire repair liability and the John Eagle collision repair case as examples of what can happen when accepted industry habits conflict with OEM procedure. The lesson is not that every shop owner or technical specialist who drifts from procedure is malicious. The more uncomfortable lesson is that drift is natural. That is exactly why it has to be recognized and managed. Matt closes by encouraging listeners to look around their own shops and ask where tolerance has expanded without conscious approval. Are torque procedures still being followed? Are retorques still being performed? Are safety practices still enforced? Is training still treated as essential? Are customer-facing and liability-related procedures being maintained, or have they quietly become optional? Key Themes Normalization of deviance: The gradual process where unacceptable practices become accepted because nothing bad happens immediately. Challenger as a system failure: The O-ring failed physically, but the larger failure involved shifting standards, repeated warning signs, and expanded tolerance. “Slowly, then all at once” Major failures often appear sudden, but the underlying drift usually develops over time. Automotive examples: ADAS calibrations, tire repairs, torque sticks, wheel retorques, safety glasses, uniforms, training, and shop SOPs can all become vulnerable to tolerance drift. OEM procedures and liability: The episode reinforces the importance of following documented procedures, especially where safety, liability, and driver-assistance systems are involved. Not always malicious: Deviance can become normalized without anyone consciously deciding to take a major risk. Memorable Ideas “What would have failed in 1981 passes in 1986.” “The tolerance for acceptability expanded.” “It happened slowly and then all at once.” “It’s not a problem until it is, and then it’s a big problem.” “The absence of consequences is not the same thing as proof of safety.” Listener Takeaway Every shop has standards that were created for a reason. Some protect quality. Some protect the customer. Some protect the business. Some protect people’s lives. The danger is that those standards can erode so gradually that no one notices until the failure is already public, expensive, or irreversible. 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 Thanks to our Partner, Independent Wrench Jobs Independent Wrench Jobs is a new, tech-only community to help you find better independent shops—fair dispatch, steady work, real leadership. No games. Built by Technician Find—serving the industry since 2017. Join free at IndependentWrenchJobs.com Contact Information Email Matt: mattfanslowpodcast@gmail.com Diagnosing 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/

  • #235
    May 6 · 29 min

    Corvette Customer Communcation Confusion [E235]

    Thanks to our Partners, Pico Technology, Autel, and Independent Wrench Jobs Watch Full Video Episode In this episode of Diagnosing the Aftermarket A to Z, Matt Fanslow tells the story of a modified 1994 Corvette that came in with a hesitation, backfire, and cut-out concern under light-load highway driving. The vehicle had already been looked at elsewhere, and the customer believed the problem was inside the PCM. What sounded at first like a computer problem eventually turned into a lesson in secondary ignition leakage, diagnostic assumptions, customer expectations, and the danger of two people using the same words to mean very different things. The episode starts with the question, “Can you test my computer?” Matt interpreted that as a request to diagnose why the vehicle was not running correctly. The customer meant something much more literal: open the PCM, test it on a bench, and determine what had failed inside the module. That misunderstanding created real tension once Matt found evidence pointing away from the computer and toward the ignition system. Technically, the case had plenty of reasons to look complicated. The Corvette was a 1994 OBD-I vehicle with an OBD-II-style connector, an aftermarket tune, a DTC 42 related to electronic spark timing, and an OptiSpark distributor system. Matt considered scan-tool access, PCM powers and grounds, tune corruption, OptiSpark signals, and even inspected the PCM itself. But the actual fix was far more ordinary: spark plugs and plug wires. A light mist of water exposed secondary ignition leakage, with arcing visible around the plug wires and spark plug area. The larger point of the story is not just that simple failures can hide behind complicated symptoms. It is that assumptions can create their own problems. The customer had one expectation. The shop had another. Nobody was necessarily acting in bad faith, but the mismatch still led to frustration, anger, and a near breakdown in trust. Matt reflects on how one better question at the beginning, “What do you mean when you say test the computer?” could have changed the entire interaction. Topics Discussed Diagnosing a modified 1994 Corvette OBD-I vehicles with OBD-II-style connectors DTC 42 and electronic spark timing OptiSpark diagnostic considerations Aftermarket tuning and corrupt tune concerns PCM inspection and module-level testing limitations Secondary ignition leakage Spark plug and plug wire failures How modified vehicles can bias diagnostic thinking Why customer language needs clarification The difference between testing a system and testing a module Managing expectations before diagnostic work begins Honest misunderstandings between shops and customers Key Takeaways “Can you test my computer?” may mean very different things depending on who is asking. A vehicle that looks complicated can still have a basic failure. Modified vehicles can make it harder to avoid diagnostic bias. Customer frustration is not always about the repair itself. Sometimes it is about expectations that were never clarified. Asking one more question up front can prevent a major communication problem later. Not every misunderstanding needs a villain. Sometimes both sides are operating from different definitions. 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 Thanks to our Partner, Independent Wrench Jobs Independent Wrench Jobs is a new, tech-only community to help you find better independent shops—fair dispatch, steady work, real leadership. No games. Built by Technician Find—serving the industry since 2017. Join free at IndependentWrenchJobs.com Contact Information Email Matt: mattfanslowpodcast@gmail.com Diagnosing 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/

  • #234
    April 29 · 35 min

    Mailbag Episode: From Quantum Physics to Flat Rate Pay Plans [E234]

    Thanks to our Partners, Pico Technology, Autel, and Independent Wrench Jobs Watch Full Video Episode In this wide-ranging "mailbag" style episode, Matt Fanslow dives into a mix of technical, professional, and lifestyle questions from listeners. The conversation moves from the intimidating complexity of quantum physics and why it makes discussing "basic" electricity difficult, to practical advice on commercial versus consumer lawn equipment. Matt also tackles the controversial topic of flat-rate pay plans and the importance of ethical systems in the shop, before wrapping up with some lighter notes on AI, mental health resources, and a controversial "Mount Rushmore" of musical bands. Key Topics and Highlights 1. The Struggle with "Basic" Electricity & Quantum Physics Matt addresses why he often avoids "fundamental" electricity discussions. He argues that what we call "fundamentals" are often inaccurate "gimmicks." The Reality of Particles: Particles aren't just little spheres; they are perturbations of quantum fields. The Double Slit Experiment: Matt explains the particle wave duality and how electrons create an interference pattern rather than simple columns. Applicability vs. Truth: While "water analogies" work 99% of the time for fixing taillights, they fail to explain phenomena like inductive misfire or signal ringing. Matt wrestles with balancing "useful" information with the complex truth. 2. The Great Lawnmower Debate: Buy Once, Cry Once Responding to listener interest, Matt breaks down the difference between consumer and commercial mowing equipment. Cut Quality: Commercial mowers (Toro, Exmark, Scag) have higher blade tip speeds and better lift, resulting in a cleaner cut and natural striping. Hydrostatics & Power: The ability to handle inclines and zero-turn response time is significantly better in commercial units. The "Real" Answer: Dealer Support. Buy the brand that has a high-quality, reliable dealer nearby for parts and service. 3. Flat Rate: Ethical Systems vs. Gamification Matt shares his perspective on flat-rate pay plans, echoing the sentiment that "it depends." Game Theory: Pay plans set the rules of a "game." If the system (parts ordering, dispatching, management) is broken, employees will view the game as "negative sum" and either quit or try to break it. Fairness: It isn't about the specific plan; it’s about whether the staff deems the system fair and ethical. Profit Sharing: Matt discusses the success of his shop’s hybrid model: a strong base salary supplemented by profit sharing. 4. Rapid Fire: AI, Mental Health, and Music Artificial Intelligence: Matt clarifies that LLMs (Large Language Models) like ChatGPT and Gemini are essentially "predictive text on steroids." He doesn't fear for automotive jobs but sees them as evolving tools. Mental Health: A shout-out to Margaret Light and her work at Equilibrium Therapy, emphasizing the need for better communication and counseling within shop environments. The Mount Rushmore of Bands: Matt puts his neck on the line with his top four most influential bands: The Beatles (The Blueprint) Black Sabbath (Founders of Heavy Metal) The Temptations (Motown/Soul Influence) Run-DMC (The Bridge for Hip-Hop) Mentioned in this Episode Sponsors: Pico Technology, Autel, and Independent Wrench Jobs. Resources: Margaret Light (Equilibrium Therapy), John Riggle, Sean Tipping, and Tommy Oliva. Connect: Email Matt at Mattfanslowpodcast@gmail.com or find him on Facebook Messenger. What does your "Mount Rushmore of Bands" look like? Does it lean more toward the foundations of a genre or the bands that achieved the most commercial success? 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 Thanks to our Partner, Independent Wrench Jobs Independent Wrench Jobs is a new, tech-only community to help you find better independent shops—fair dispatch, steady work, real leadership. No games. Built by Technician Find—serving the industry since 2017. Join free at IndependentWrenchJobs.com Contact Information Email Matt: mattfanslowpodcast@gmail.com Diagnosing 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/

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