But the vast majority of their customers don’t have that luxury. Their cars are older, sometimes older than her kids—in fact, their customers may be driving the same make, model, and year of the car she drove as a teenager. They often have little discretionary income. When something goes wrong with their car, it can wipe out whatever savings they have (if any). And when their car is at a repair shop, they not only deplete their savings but they also can’t drive to work. And that means they can’t provide for their families. Maxine appreciates these reminders about their customers—when engineers
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