Dutch Silverstein from A & M Auto Service in Pineville, North Carolina joins Jimmy in this episode of the Gearbox Podcast. They dive into a conversation about the struggles and triumphs of running an auto repair shop, focusing on the technology and customer service aspects. They analyze the practice of upselling, question the influence of social media and negative reviews, as well as how the digitalization of the industry affects owners and customers alike. Dutch even drops some hard truths about unfair practices and criticizes the trend towards prioritizing profits over service.00:00 Technical shops are not the most profitable, they focus on money.09:04 College degree crisis and aspirations of success.13:00 Judgment towards plumbers and painters in their industries.16:29 Profit percentages vary, affecting business outcomes.21:50 You may break even, and get more cash.26:39 Volume businesses are usually mediocre; think mom-and-pop vs. franchises.34:18 Profit over service is pervasive in the industry.39:05 Unrealistic expectations persist despite evidence to the contrary.46:23 Testing Enterprise and Shop-Ware for a few months, then investing in DVI due to changing customer preferences.51:07 People crave community but avoid direct interaction.56:35 People don't value services, only price.58:52 New shops undercut prices, causing customer cycles.01:07:20 Company policy changed, there was no blame or anger.01:10:11 High-end fleets invest in their own shops.01:15:28 Don't care about her looks or age.01:22:59 Vehicle pictures show damage increase sales.01:27:57 Required services for leasing a vehicle are essential.01:30:29 Goodbyes