Figuring Out Trust Revisited
Posted by Mitch Mitchell on Sep 26, 2011
I’ve written about this concept of trust quite a few times on two of my blogs, which includes this one. The last couple of times I’ve specifically addressed the topic here here was when I wondered why we don’t trust sales people and then when I wrote about why it’s sometimes hard to trust people in general. Now I have another tale for you.
For about six weeks my brakes had been squealing. I thought it was related to the brake job I’d had 3 weeks earlier at Midas (yes, I’m naming names). I waited 3 weeks, then took it back to them to take a look at the work they’d done. After 10 minutes the mechanic comes to me and takes me into the back to look at my back brakes, as I’d replaced the front brakes. He tells me that they’re metal on metal and that they’re in real bad shape. He also tells me that I need brand new tires. Then he gives me an estimated cost; I’m thinking “are you out of your mind?”
I decide not to do the work there, mainly because as I was sitting in the chair waiting for them to take a look, I started thinking that I’d just had my back brakes done last year, and remembered that I’d actually had them done at Goodyear. My thinking was that if it were the pads, I’d take it back to them and that should be that.
At the same time I started thinking about a few other things. I’d just had my car inspection in July and passed with flying colors. They had mentioned that at some point in the next year I should look at my tires, but there were no red flags. I wondered if my bad brakes were so bad why didn’t the inspection catch it, since that’s one of their checks. Then I wondered why these guys hadn’t said anything about my back brakes when I’d brought the car there weeks earlier. Frankly, things didn’t add up.
So I waited until one day this week and finally took it to Goodyear. Everything was still squeaking, but all I asked them to do was take a look at my brakes overall.
Less than 30 minutes later I got a call at home. The guy said they had taken a look at both my front and back brakes and that there were no problems with either of them. He said they weren’t sure why there was a squeak (more like a squeal), but that the brakes were fine. He then said I would need to replace some tires before winter and that there was a tire sale coming in October and that I should wait for that.
Wow, what to do? Who to trust? The Goodyear guy tells me my brakes are fine, but are they if they’re still squealing? I mean, since they’d have to replace the pads for free, are they pushing me back until something else goes wrong? And what about the Midas people? I’m still feeling insecure about them as well. At least I don’t owe any money.
Move the story ahead to yesterday. My wife’s brakes were also squealing, and she’d had her brakes done last year at Midas a week before I’d had mine done. She decided to take her car to Goodyear after hearing my story about Midas. I figured we’d see what they had to say about her car.
She calls them back after a couple of hours, as we’d gone out for awhile. They tell her they can’t find anything wrong with her brakes and aren’t sure what’s causing it. She’d also had her car inspected in July, and she had no red flags about anything, including her tires. So they didn’t charge her for taking a look and all is as it was.
Wow, talk about major differences. My trust level has gone way up with Goodyear and way down with Midas. I used to always go to Midas whenever I needed brakes, and that particular Midas for nearly 25 years. Of course it’s changed hands often, which means you never really know about the people running things after awhile. But there’s a major difference in $450 and zero, and zero twice against the possibility of close to a thousand dollars means a big deal to me. Guess who’s going to be taking care of my car from now on.
We don’t always get a chance to find out whether we’re being lied to or not. I got a major break this time around because I got to test the truthfulness and reliability of one company versus another company. I’m not going to say that all Midas stores are dishonest, but I’ve certainly just run into one that I don’t trust all that much.
With any business you provide, including your blog posts, are you always making sure you’re being as honest as possible? Have you visited blogs that make you feel like they’re lying to you, or being dishonest? Do you call out dishonesty when you see it? Would you have had the guts to write a post like this one? Go ahead, share your thoughts and your tales.