A woman dropped her car off today and told me flat out she trusts me, do whatever it needs. She will never know if the part actually needed replacing or not. Most of my customers cannot tell a real repair from an invented one, and that gap, between what I could get away with and what is true, sits with me on every ticket.
More people experience this than they realize.
Customers can't verify your work, so the chance to oversell is always right in front of you.
If this sounds familiar, the Library can help you find the bigger picture.