Why Customers No Longer Trust Mechanics (And How to Fix It) with Curtis Gardner | Auto Collabs

Walk into most service drives and you’ll feel it: the tension.

Customers walk in bracing for bad news, technicians are buried in flat-rate pressure, and advisors are caught in the middle.

The result? A trust gap so wide it defines the service experience.

But Curtis Gardner is proving that it doesn’t have to be this way.

From Oil Changes to Master Tech

Curtis didn’t start with an automotive dynasty.

He started with oil changes at a quick lube right out of high school. Legos sparked the mechanical curiosity, but grit carried him from Toyota Master Certification to tackling German engineering at Audi.

The technical skills were impressive, but what set Curtis apart was his decision to flip the script on technician culture.

Video Inspections: The Game-Changer

Like most techs, Curtis resisted video inspections at first.

Low-quality iPods, awkward walk-arounds, and shaky sound didn’t exactly inspire confidence. But when he leaned in, everything changed.

Customers lit up when they finally saw under their car. They started asking for Curtis by name. CSI scores climbed. Hours flagged jumped. Incentives followed.

“This isn’t just another tool in the box,” Curtis explained. “The tool is you, the technician. Video inspections let customers see that.”

Becoming “The Guy”

For years, independent techs had the advantage of trust. Everyone had “a guy.” But in dealership service lanes, customers rarely see their technician, and trust never builds.

Curtis broke that pattern.

By showing his face in videos, customers started connecting with him personally.

Soon, they weren’t asking for an advisor, they were asking for Curtis.

It’s the same loyalty people have with their barber or hairdresser. Once they find their person, they’ll wait.

Self-Leadership in the Bay

Beyond the videos, Curtis talks about the mindset technicians need: self-leadership.

In flat-rate chaos, technicians can’t wait for motivation—they have to manufacture it. A walk around the dealership, a reset with music, a decision to push through when cars stack up. When Curtis models that discipline, his peers notice and follow.

“Dig deep,” he says. “Even when it’s slow or tough, you’ve got to reset and get after it.”

Rethinking the Technician Shortage

Curtis doesn’t fully buy the “shortage” narrative. To him, the problem is growth and engagement. Young techs start with passion, but once they hit Master status, training opportunities vanish. The challenge disappears.

Without a clear career path, they disengage—or leave. His solution? Structured growth plans, continuous training, and pathways beyond flat-rate without forcing everyone into management.

“Not every master tech should be a manager,” Curtis says. “But they still need a path forward.”

Building the Shop of the Future

Curtis envisions a shop where transparency is the norm.

Advisors still play their role, but technicians are no longer hidden. Videos, direct communication, and authenticity turn skepticism into trust. Add in efficiency hacks (like his 3D-printed tool organization system) and you see the blueprint for a new technician culture.

“People don’t trust us, and that has to change,” Curtis says. “We’re fixing the second most expensive thing in their life. Trust should be the standard, not the exception.”

Dealer Takeaways

1. Invest in video inspections — They lift CSI, ROs, and customer trust faster than any ad campaign.

2. Create tech growth plans — Keep Master-level techs engaged with new challenges, not dead ends.

3. Promote technician visibility — Customers should know their tech the way they know their barber.

The Bottom Line

By leaning into positivity, connection, and efficiency, Curtis is proving that the service lane doesn’t have to be a place of mistrust. It can be where loyalty is built.

The future of fixed ops isn’t technology alone. It’s human connection, delivered through it.