E240 - Why Customers Struggle to Trust Auto Repair [E240]

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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...