I can see it working only in the situation where he is trying it honestly. A shop owner who actually owns the place, a longstanding customer he knows personally, and if he doesn't alter the mechanics behavior towards the customer, he can at least make it worth his while with a deal of some sort or work on the car personally to ensure quality. If he was the guy who left the bolts loose though, then there can be no improvement.

This happened all the time at a shop I used to work on. The owners good friends cars were always worked on by the owner until you earned his trust as a tech and were allowed to service their cars, and they were always serviced right in front of his office window, but god forbid something went wrong or something unavoidable happened where the owner was embarrassed in front of his friend, that was it for you, you went back to cleaning out the fleet trucks or working on school buses out in the sleet.

I can remember his comments so clearly- "if you make me look like a @#$% a$$, you are on @#$% oil duty for the week, you #$%" very motivating

Any kind of chain its a waste of time. The most you can do at a chain is raise a big enough stink that you either get some kind of compensation or you get someone fired, service will not improve though.

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