Elon Musk Walks Into a Tesla Dealership in Disguise—Shocked by How They Treat Him!

Elon Musk thought he knew everything about Tesla the cars the technology and especially how customers were treated after all he was the boss but when his friend Zach challenged him to see the truth for himself Elon couldn't resist disguised as Eddie Mercer an ordinary science teacher looking to buy his first electric car Elon walked into his own Tesla dealership expecting great service what he discovered instead would change Everything he thought he knew about his company Elon Musk tapped his fingers on his glass desk outside his office window the California Sun made the Tesla Factory shine

he picked up a small rocket model and spun it in his hands you think you know everything about your company don't you Zach said with a smile Zack Torres had been elon's friend since College unlike most people he wasn't afraid to challenge the famous billionaire Elon stopped spinning the Rocket I don't think I know everything I do know everything Zach laughed and shook his head really you know how the janitors clean the bathrooms you know how the Lunch Ladies make the food that's not what I meant Elon said I know all the important things okay

big shot Zack said leaning forward in his chair then you must know exactly how customers are treated when they try to buy a Tesla right Elon Nodded of course we have the best customer service in the car industry our sales team is trained to be helpful and honest that's what your reports say Zach said but have you ever experienced it yourself as a regular person I mean not as Elon Musk the famous bill millionaire everyone recognizes Elon frowned well no that would be impossible everyone knows my face what if they didn't Zach's eyes sparkled with

excitement what if you went in Disguise disguise Elon repeated the idea seemed silly at first but then a feeling of curiosity grew inside him like with a fake beard and glasses exactly Zach clapped his hands you could pretend to be a regular guy looking to buy his first electric car see how they treat you when they don't know you're the boss Elon stood up and walked to the window he watched workers moving around the factory floor below did he really Know what customers experienced or did he only know what people told him I bet the

experience won't match what you think Zach said I bet you'll be shocked Elon turned around you think my team isn't doing a good job I think Zach said carefully that sometimes the boss gets told what people think he wants to hear the only way to know the truth is to see it with your own eyes Elon thought about this he had built Tesla to Change the world to make electric cars that people would love customer experience was a huge part of that mission okay Elon said finally let's do it I'll go undercover as a customer

Zach's face lit up really you're serious dead serious Elon said but we need a good plan a solid disguise and a backstory that makes sense they spent the next hour working out the details Elon would become Eddie Mercer a 45-year-old science teacher interested in buying his first electric car Eddie would be on a teacher's salary so he'd be careful with money but could afford a basic Tesla Model you need to look totally different Zach said making notes on his tablet different hair maybe glasses different clothes for sure I know someone who works in movies Elon

said a makeup artist named Mia who can help with the disguise perfect Zack nodded and you Need to practice talking differently no offense but your voice is pretty recognizable Elon tried speaking in a higher pitch how's this sound Zack laughed so hard he nearly fell off his chair terrible we've got work to do what exactly are we betting on here Elon asked returning to his normal voice voice I bet Zach said that you'll be treated worse than you can imagine that the amazing customer experience you think Tesla provides isn't what regular People get and I

bet our team is professional and helpful to everyone not just to me Elon replied Crossing his arms what does the winner get if I win Zach thought for a moment you have to fix whatever problems you find without firing everyone make things better not just punish people and if I win Elon said you have to admit you were wrong and spend a month helping improve our customer service training deal they shook hands firmly elon's assistant Knocked on the door and peaked in sorry to interrupt but your next meeting started 5 minutes ago tell them I'll

be right there Elon said as his assistant left he turned back to Zach I need to choose which dealership to visit pick one with great online reviews Zach suggested one that looks perfect on paper that's where you'll learn the most I've got just the place in mind Elon said the Bay Area location run by Vince Parker he wins all our customer Satisfaction Awards excellent choice Zach grinned when do we start this weekend Elon said I want to see how they handle a busy Saturday that's when they'll be stressed in showing their true colors this is

going to be very interesting Zach said getting up to leave at the door he turned back just remember Elon this isn't about winning a bet it's about making sure Tesla is really what you think it is Elon nodded slowly I know that's why I'm doing It after Zach left he sat backed down and stared at the Tesla logo on the wall had he lost touch with what was happening on the front lines of his company was there a gap between what he believed and reality only one way to find out Eddie Mercer needed to go

shopping for a Tesla 3 Days Later Elon sat in a private room at Mia Chen's special effects Studio Mia had worked on many Hollywood movies making actors look like monsters Aliens and different people entirely hold still MIA said applying spirit gum to elon's face this will make the beard stick better how many celebrities have you helped disguise Elon asked trying not to move his mouth too much Mia smiled more than I can count but usually they're hiding from fans or reporters not pretending to be regular people to check on their own businesses is that weird

Elon asked it's actually cool Mia said carefully placing A brown beard on his face most bosses don't care enough to do what you're doing for 2 hours Mia worked her magic she added the beard changed elon's eyebrows and gave him a fake nose that looked completely natural she applied makeup that made his skin looked slightly different and added small touches that changed the shape of his face now for the finishing touch she said placing wire rimmed glasses on his face these have clear lenses so they Won't affect your vision Elon looked in the mirror and

gasped a stranger stared back at him he still had his same eyes but everything else looked different this is amazing he said I don't recognize myself that's the idea Mia laughed but the disguise is only part of it you need to change how you move and talk too they spent the next hour practicing Elon learned to walk with slightly rounded shoulders instead of his usual Straight posture he practiced speaking in a voice that was a little higher and softer than his normal one remember Eddie Mercer is a science teacher Zach said watching the transformation he's

smart about science but he doesn't know everything about electric cars that will be hard to fake Elon admitted I literally know everything about them then pretend you don't Mia suggested ask questions you already know The answers to see if they tell you the truth next came the clothes Zach had brought several outfits that a teacher might wear tacky pants button-up shirts a tweed jacket with elbow patches and comfortable shoes no offense Zach said but your normal clothes are too expensive Eddie can't afford custommade shirts Elon changed into the new clothes and looked in the mirror

again the transformation was complete Elon Musk had disappeared and Eddie Mercer had Taken his place we need to practice your story Zack said what if they ask personal questions they created a complete fake life for Eddie he taught science at a madeup school called Westlake Academy he was single lived in an apartment and drove an old Honda that was starting to break down he had been saving for 3 years to buy an electric car what about ID Elon suddenly asked what if they want to see my driver's license for a test Drive already handled Zach

said pulling out a wallet I had our security team create a fake driver's license it's not illegal because it's clearly marked as not a real government ID in the coding but it looks real enough for a quick glance Elon examined the fake license it had his disguised face on it with the name Edward Mercer and a fake address let's do a practice run Mia suggested my assistant Jamie doesn't know who you Really are let's see if you can fool her Jamie came into the room and Zach introduced her to Eddie a friend who needed makeup

for a costume party they chatted for 5 minutes about electric cars teaching and the weather after jimie left Zach turned to her did he seem familiar to you at all jimie shook her head no why should I know him from somewhere they all laughed after she left you're ready Mia said packing up her Supplies just remember not to touch your face too much the beard is secure but Habits Like rubbing your chin might loosen it Elon practiced a few more expressions in the mirror he smiled frowned and looked confused like someone hearing technical information for

the first time Saturday is the day he said feeling a mix of excitement and nervousness Eddie Mercer is going Tesla shopping and I'll be watching from a distance Zach added with a hidden camera To record everything as Elon looked at his transformed reflection he wondered what he would discover would the Tesla experience live up to his expectations or was Zach right to be concerned only a visit to the dealership would reveal the truth the next day Elon and Zach met in a private conference room at Tesla headquarters the windows were tinted so no one could

see inside and Elon had told his assistant they were not to be Disturbed we need to pick the perfect dealership Elon said pulling up a map on the large screen red dots showed Tesla locations all over the country it should be one where you're not likely to run into people who know know you personally Zachy suggested maybe not in your neighborhood Elon nodded good point but I want one that's supposed to be excellent not one we already know has problems they searched through customer reviews and performance reports for Different Tesla stores after po an hour

they had narrowed it down to three options this one looks promising Zach said pointing to a location about 2 hours away the Bay Bridge Tesla it's run by a guy named Vince Parker Elon clicked on the store file Vince has been with us for 5 years his team wins customer satisfaction awards every quarter he scrolled through more data their sales numbers are amazing and they have almost no Complaints perfect Zach said with a smile if a top dealership like this one has problems then we know the issue might be everywhere or maybe they're great and

you'll lose our bet Elon replied maybe Zach Shrugged but there's only one way to find out Elon pulled up the dealership's website it showed a gleaming building with rows of shiny Teslas out front there were photos of Vince Parker shaking hands with happy Customers his silver hair and bright white smile made him look trustworthy let's learn everything we can about this place Elon said I want to know the layout the staff their routines they discovered that Vince had a team of eight salespeople the dealership was busiest on Saturdays especially in the afternoon they had a

special area for test drives and a comfortable waiting room where customers could have free coffee while Paperwork was being processed we need the floor plan Elon said he called the facility's department and asked for the blueprint claiming it was for a renovation study when the floor plan arrived they studied it carefully the main entrance leads straight to the showroom Zach noted then the sales desks are along this wall and the finance office is in the back and there are cameras here here and here Elon added pointing at the blueprint we need to be Careful not

to stand directly under them the security team might recognize me even with the disguise what about Vince's office Zach asked right here Elon pointed to a corner room with Windows facing the showroom so he can watch everything they created a schedule for their visit they would arrive around 2 p.m. on Saturday when the dealership would be busy Zach would enter first and pretend to be looking at cars Elon as Eddie Mercer would come in 10 minutes later what if someone recognizes you despite the disguise Zach asked then I'll admit what I'm doing and swear them

to secrecy Elon said but I don't think that will happen Mia's disguise is too good they decided Zach would wear a small camera hidden in his glasses to record everything Eddie would wear a microphone that looked like a normal button on his jacket remember Zach said Eddie Mercer is interested in The most affordable Tesla he has questions about range charging and maintenance costs he's concerned about his budget but excited about going electric Elon practiced his Eddie voice again I've been saving up for years this will be the most expensive thing I've ever bought perfect Zach

nodded that's exactly how most customers feel as the meeting ended Elon felt a mix of excitement and nervousness in two days he would see firsthand how his company Treated ordinary customers would the experience match his expectations or would he discover uncomfortable truths about the company he had built Saturday couldn't come fast enough when the day finally arrived Elon woke up early feeling butterflies in his stomach today was the day Eddie Mercer would go Tesla shopping Shing it seemed silly to be nervous after all he owned the company but somehow the thought of Walking into his

own dealership as a stranger made his heart beat faster Mia arrived at his house at 101 a.m. to apply the disguise she worked carefully making sure every detail was perfect remember don't touch your face she reminded him as she finished and if the beard start starts to feel loose go to the bathroom and press it gently back in place Elon now fully transformed into Eddie practiced his walk and voice one last time he put on The Wire rimmed Glasses and looked in the mirror a middle-aged science teacher stared back at him ready to go car

shopping Eddie Zach asked with a grin Eddie nodded ready as I'll ever be they drove separately to the Bay Bridge Tesla dealership as planned Zach arrived first Eddie parked his rental car a basic Honda Civic that fit his cover story in the customer lot and took a deep breath okay Eddie he whispered to himself time to see how Tesla really treats its Customers the dealership was just as impressive in person as it had looked in photos the modern glass building gleamed in the sunlight a row of shiny Tesla models lined the front from the affordable

model 3 to the luxurious Model S and the massive cyber truck Eddie pushed open the glass door and stepped into the showroom the air conditioning felt good after the hot parking lot inside about a dozen customers wandered around admiring the Cars several sales people in matching black polo shirts with Tesla logos moved among them Eddie noticed that most of the salespeople were talking to customers who looked wealthy men inexpensive watches and women with designer purses no one seemed to notice him as he stood just inside the entrance he walked over to a red model 3

and looked at the price tag 399900 990 not cheap but Eddie could afford it On his teacher salary if he was careful with the financing after examining the car for 5 minutes Eddie looked around for help all the salespeople were still busy with other customers he made eye contact with a young salesman named Trevor according to his name tag but Trevor quickly looked away and approached a couple in matching golf outfits instead Eddie waited patiently he circled the model 3 peaked inside the windows and even sat On a bench near the car still no one

approached him he checked his watch he had been in the dealership for 25 minutes and not a single employee had greeted him Zach was pretending to look at a model X across the showroom he raised his eyebrows at Eddie silently asking if anyone had helped him yet Eddie gave a small Shake of his head finally after nearly half an hour Trevor approached Eddie his smile seemed forced finding everything okay Trevor asked Glancing at his phone as he spoke I'm interested in learning about the model 3 Eddie said in his practiced voice this would be my

first electric car Trevor nodded but he seemed distracted cool cool the model 3 is our entrylevel vehicle great choice for firsttime buyers can you tell me about the battery life Eddie asked I drive about 40 m to work each day oh you'll be fine Trevor said w his hand dismissively these things can go forever on a single Charge Eddie knew this was an exaggeration while Tesla's had excellent range forever wasn't accurate or helpful what's the actual range Eddie pressed Trevor sighed slightly like 300 M or something more than enough for your commute the actual EPA

estimated range was 272 M for the standard model 3 Trevor was giving incorrect information by quite a bit and how long does it take to charge at home Eddie asked just plug it in overnight and you're good to go Trevor said checking his phone again look these are basically just like regular cars except you don't need gas super simple Eddie noticed Trevor's eyes darting around the showroom a couple inexpensive clothes had just walked in and Trevor seemed eager to finish with Eddie what about financing options Eddie asked I'm a teacher so I'm on a pretty

tight budget at the word teacher Trevor's already minimal interests seem to vanish Completely we have standard financing through our partners he said quickly look why don't you take a brochure and look over the details I can give you a call next week to follow up before Eddie could respond Trevor handed him a glossy brochure and his business card can I test drive one today Eddie asked Trevor looked at his watch we're pretty booked up for test drives today maybe you could come back on a weekday when we're less busy just then a man in a

suit walked Into the dealership Trevor immediately perked up excuse me for just one second he said to Eddie then walked quickly toward the new customer welcome to Tesla are you looking to drive something today Eddie watched in disbelief as Trevor immediately mediately offered the new customer a test drive something he had just said was unavailable Zach appeared at Eddie's side careful to act like they didn't Know each other any luck with that salesperson Zach asked loudly enough for his hidden microphone to pick up Eddie shook his head not really he said test drives are all

booked up today they both watched as Trevor led the suit-wearing customer to a desk and started filling out test drive paperwork that's strange Zach said pointing discreetly it looks like that guy just got one Eddie felt a strange mix of emotions as Elon he was angry and disappointed as Eddie he felt Dismissed and unimportant it was a new feeling for him and not a pleasant one maybe I'll try again another day Eddie said loud enough for the microphone to catch or maybe I'll check out that new Hyundai electric car instead no one seemed to notice

or care as Eddie walked out of the dealership no one called after him or tried to save the sail the glass door swung shut behind him and he stood in the parking lot clutching the brochure in his hand his first Undercover visit was over and it had gone nothing like he expected Eddie walked slowly to his rental car still processing what had just happened the Sun Beat Down on the parking lot as he slid into the driver's seat he sat there for a moment the air conditioning slowly cooling his flushed face 10 minutes later Zach

joined him in the car they drove a safe distance away before parking at a small coffee shop to talk that was Elon started then stopped Searching for the right word terrible Zach offered enlightening Elon said remove moving his glasses and rubbing his eyes I can't believe Trevor gave that guy a test drive right after telling me they were booked up I saw that Zach nodded and it took almost half and few all through hour for anyone to even talk to you Elon stared out the window maybe it was just an off day maybe Trevor was

having a bad morning maybe Zach said not sounding convinced But did you notice how quickly he lost interest when you mentioned being a teacher I did Elon admitted it was like a switch flipped suddenly I wasn't worth his time anymore they went inside the coffee shop and ordered drinks as they sat at a corner table Zach pulled out his tablet and reviewed the footage from his hidden camera look at this he said turning the screen so Elon could see while you were walking around ignored these two Salespeople were just chatting by the water cooler they

definitely saw you Elon watched the footage with growing disappointment from this angle it was clear that several employees had noticed him but chosen to ignore him in favor of customers who looked wealthier and here's another thing Zach continued fast forwarding Trevor told you the model 3's range was like 300 M or something that's just wrong I know Elon said the standard range is 272 M he was off by almost 30 m Do you think he doesn't know the correct information Zach asked or just didn't care enough to be accurate Elon shook his head either way

it's a problem customers need correct information to make good decisions they reviewed Trevor's business card it listed his cell phone and email with the Tesla logo prominently displayed at the top should Eddie send him a follow-up email Zach suggested see if he's any more helpful that way good idea Elon agreed I'll Write it tonight they finished their coffee and headed back to elon's house the makeup was starting to feel uncomfortable and he was eager to remove it that evening after Mia had helped him take off the disguise Elon sat at his computer and composed an

email from Eddie Mercer to Trevor dear Trevor thank you for speaking with me today about the Tesla Model 3 I'm still very interested in learning more especially about financing options that would work for my Teacher salary I was hoping to test drive the car could you let me know when you might have an opening I'm available any evening this week or next weekend also I had a few more questions what are the different battery options available how much would it cost to install a home charger are there any tax incentives that might help reduce the

cost I appreciate your help this would be a big purchase for me and I want to make sure I have all the information before making A decision best regards Eddie merceron sent the email then leaned back in his chair wondering if Trevor would respond and if so how quickly and helpfully 3 days passed with no reply on the fourth day Eddie finally received a short message Mr Mercer thanks for your interest we have test drives available next Tuesday at 10: a.m. or 2 p.m. battery options depend on the model home charger installation varies based on

your electrical system Most states offer some tax incentives let me know if you want to schedule a test drive Trevor Williams sales consultant baybridge Tesla Elon read the email twice his frustration growing Trevor had provided no specific information answered none of Eddie's questions properly and ignored the fact that Eddie had said he was available evenings and weekends times when a teacher would typically be free he's not even trying Elon said aloud to his empty Office he forwarded the email to Zach with one com comment this isn't the Tesla experience I thought we were providing Zach

replied within minutes ready to admit I'm winning our bet not yet Elon wrote back maybe Trevor is Just One Bad Apple we need more data I think Eddie Mercer needs to make a second visit and meet someone else at the dealership sayri he scheduled the next visit Elon couldn't shake a growing feeling of unease was this really how Ordinary people were treated when they showed interest in his cars if so how many potential Tesla owners had walked away because of experiences like Eddie's he was determined to find out a week after his first visit Elon

sat in Mia's Studio chair again she carefully applied the Eddie Mercer disguise making small improvements based on what they had learned I'm making the nose a bit more natural this time she explained blending the edges carefully and I've added some Small details like slight sun damage on your cheeks teachers spend time outdoors with students Zach paced around the room reviewing their plan this time avoid Trevor if possible he suggested try to talk to someone else and mention early that you're also considering other electric cars see how they react good idea Elon nodded slightly careful not

to disturb Mia's work I'll say I'm looking at the Hyundai Ionic 2 it's a good car actually one of our better competitors when the disguise was complete Eddie Mercer looked even more convincing than before he practiced his slightly hunched posture and softer voice again ready for round two Zack asked Eddie nodded let's find out if Trevor was just having a bad day or if this is a bigger problem they arrived at the dealership around 11: a.m. on a Wednesday the showroom was less crowded than on Saturday with only a few customers browsing the cars good

Eddie muttered they can't use being busy as an excuse this time as Eddie pushed open the glass door he immediately noticed a woman behind the front desk she looked up and smiled at him welcome to Tesla she said brightly is this your first visit with us Eddie felt a spark of hope maybe the weekend staff was the problem yes he replied returning her smile I'm interested in the model 3 wonderful Choice she said let me find someone to help you she pressed a button on her desk and a minute later A salesperson appeared her name

name tag read Dana hi there Dana said I understand you're interested in the model 3 yes Eddie said I'm a teacher and I've been saving up for an electric car the model 3 seems like it might be in my price range Dana's smile dimmed slightly at the word teacher but she maintained her Professional manner the model 3 is our most affordable option she said leading him to the display model how much do you know about electric vehicles not much Eddie admitted this would be my first one I'm also looking at the Hyundai ionic Dana's eyebrows

shot up the ionic really she gave a small laugh those things Catch Fire you know Eddie knew this was false while there had been a small number of battery fires reported in various electric Vehicles including some Teslas the ionic had an excellent safety record I read they were pretty safe Eddie said well I wouldn't trust everything you read Dana said dismissively Tesla's Battery Technology is Miles Ahead of hyundi it's not even close as they continued talking Eddie noticed that Dana often used technical terms without explaining them making him feel confused when he asked her to

clarify she would simplify her EXP explanation so much that it became Meaningless how does regenerative breaking work Eddie asked at one point it's just smart braking Dana replied with a wave of her hand the car figures it all out you don't need to worry about the details as they walked around the showroom Eddie noticed several safety issues that shocked him a charging cable stretched across a walkway created a tripping hazard a model y had its Hood unlatched but not fully secure both were Violations of clear Corporate Safety policies when Eddie pointed out the Cable Dana

kicked it under a display stand without fixing the issue properly so what kind of monthly payment are you looking at Dana asked steering the conversation toward finances I'm hoping to keep it under $500 a month Eddie said my teacher salary only goes so far far Dana's expression changed again becoming slightly condescending well the base Model starts around $650 a month with average credit she said but we could look at a longer loan term to bring the payments down or perhaps one of our pre-owned models might be more in your budget Eddie knew this wasn't Lio

accurate with a decent down payment a base model 3 could easily come in under $500 per month could we look at the actual numbers Eddie asked I've been saving for a good down payment of course Dana said leading him to her desk but First do you want to see our premium options for just a bit more each month you could get the long range version with better features Eddie spent the next 20 minutes listening to Dana tried to upsell him to a more expensive model despite repeatedly stating his budget constraints finally Eddie brought the conversation

back to financing I'd like to understand the exact costs he said firmly could we talk to someone in finance Dana seemed Reluctant but eventually nodded I'll see if Raj is available he's our finance manager as Dana went to find Raj Eddie looked around the showroom he noticed a safety poster on the wall that clearly showed the proper procedure for securing charging cables the exact procedure Dana had ignored near the front desk he overheard another salesperson talking to a customer in an expensive suit Mr Patterson for valued customers like yourself we can expedite delivery the Salesperson

was saying and I'd be happy to personally deliver the car to your home Eddie wondered if all customers were supposed to receive this kind of special treatment or just the wealthy looking ones Dana returned with a middle-aged man in a sharp suit Eddie this is Raj our finance manager she said Raj Eddie is a teacher interested in the model 3 but he has some budget concerns the way she emphasized teacher and budget concerns made Eddie feel like he Was being labeled a low value customer Raj gave Eddie a quick once over taking in his modest

clothes and worn shoes let's see what we can do for you Raj said with a tight smile that didn't reach his eyes why don't you follow me to my office as Eddie followed Raj toward the back of the dealership he couldn't help but feel that his experience so far confirmed his growing suspicions the friendly Tesla experience he thought his Company provided seemed reserved for a certain type of customer and Eddie Mercer wasn't that type Raj's office was small but NE neat with a large desk and two chairs facing it the walls were covered with sales

achievement certificates and photos of Raj standing next to happy customers with their new Teslas Eddie noticed that all the customers in the photos were welld dressed and smiling broadly have a seat Raj said gesturing to one of the chairs As he settled into his leather desk chair Dana tells me you're interested in our model 3 that's right Eddie confirmed I've been saving for a while and I'm hoping to keep my monthly payments under $500 Raj nodded but Eddie noticed a slight flicker of annoyance cross his face well Teslas are premium Vehicles Raj said tapping at

his keyboard even our most basic models represent cuttingedge technology that level of innovation comes at a price Eddie leaned Forward I understand but your website shows the ey base model 3 starting at 39,990 with my down payment of $8,000 I should be able to get the monthly payment within my budget Raj looked surprised either that Eddie had done his homework or that a teacher had $88,000 to put down ah but that's before taxes fees and necessary additions Raj said turning his monitor so Eddie could see a spreadsheet by the time we add in the the

destination fee documentation Fee state taxes and essential packages we're looking at closer to $46,000 Eddie frowned essential packages what does that include well you'll want the premium connectivity package the extended warranty the maintenance plan the wheel locks the paint protection Raj listed off items rapidly are those really essential Eddie interrup Ed I thought Tesla's didn't need much maintenance and isn't the basic warranty already pretty good Raj's smile Tightened technically you could skip them but I wouldn't recommend it these additions protect your investment Eddie did some quick math in his head even at $46,000 with my

down payment a 60-month loan should still be under $500 per month with decent interest ah but there's the rub Raj said clicking to another screen based on your profession we'd be looking at our standard interest rate of 7.9% Eddie was shocked current auto loan Rates for people with good credit were around 4% that high seems high Eddie said my credit score is over 800 we'd need to verify that of course Raj said dismissively but even so Tesla financing is premium financing we don't offer The Bargain Basement rates you might find at a local credit union

Eddie knew this was completely false Tesla prided itself on competitive financing options often better than traditional Dealerships could you show me the exact monthly payment at that rate Eddie asked Raj turned to his keyboard again typing numbers into a calculator he spun the monitor to show Eddie $712 per month that's well above my budget Eddie said frustrated perhaps the model 3 isn't the right vehicle for your situation Raj suggested have you considered a used Nissan Leaf they're quite affordable on a teacher's salary Eddie felt his face grow warm as Elon Musk he'd never been Spoken

to this way by anyone let alone an employee of his own company I came here specifically for a Tesla Eddie said for firmly and I've done my research I know a base model 3 with my down payment should fit my budget Raj's polite facade slipped slightly look Mr Mercer I've been doing this a long time I know what people can afford based on your occupation I'm trying to save you from disappointment what if I went to my Credit union for financing instead Eddie asked remembering that Tesla encouraged outside financing if it helped helped customers you

could do that Raj said with a shrug but then you'd lose the convenience of One-Stop shopping and outside financing takes longer to process that delay could mean losing the car you want to another buyer Eddie recognized this as a classic High Press tactic creating false urgency to push a customer into a quick decision I'd still Like to see the numbers without all the add-ons Eddie insisted just the base model three taxes and the legally required fees Raj sighed loudly making it clear Eddie was being difficult fine let me print that out for you but you'll

be back for those add-ons when something goes wrong with your car he typed briefly then stood up I need to get this from the printer I'll be right back as raj left the office Eddie noticed he had left his calculator open on the screen The numbers Raj had entered didn't match what he'd shown Eddie according to the calculator the monthly payment should have been 647 not $712 Eddie felt a bow found a surge of anger Raj had deliberately inflated the monthly payment probably hoping to discourage him completely or push him into a longer more profitable

loan term from the hallway Eddie heard voices he recognized Raj speaking to someone Yeah another tire kicker Raj was saying teacher who thinks he can afford a Tesla a second voice laughed those are the worst they waste your time asking a million questions then buy a hyai exactly I gave him the special rate maybe that will scare him off Eddie quickly pulled out his phone and pretended to be checking messages when Raj returned here you go Raj said sliding a paper across the desk without the essential packages you're looking at $647 per month at our

standard rate Eddie glanced at the paper noting that the number now matched what he'd seen on the calculator if Eddie had been a real customer he wouldn't have known Raj had originally lied about the payment that's still above my budget Eddie said well we could extend the term to 72 months Raj suggested that would bring it down to $560 per month and to get it under 500 Eddie asked 84 months Raj said but I don't recommend loans that long cars Depreciate and you'd likely be underwater on your loan for years Eddie knew that Tesla vehicles

actually held their value better than most cars another fact Raj was misrepresenting let me read through this Eddie said picking up the paper Raj glanced at his watch take your time but I have another appointment in 10 minutes Eddie started reading the detailed breakdown noticing several fees that seemed excessive or unnecessary when he Asked about them Raj gave vague answers about processing and administrative requirements before I make any decisions I'd like to test drive the car Eddie said of course Raj nodded standing up Dana can arrange that for next week we're fully booked for test

drives today and tomorrow as they walked back to the showroom Eddie noticed a family being led immediately to a car for a test drive the father wore jeans and a casual buttonup shirt but had an expensive Watch on his wrist it looks like someone is getting a test drive right now Eddie pointed out that's different Raj said quickly they've already been approved for financing on a Model X top tier customers get priority scheduling in the showroom Raj handed Eddie back to Dana Mr Mercer is interested in a test drive can you get him on the

schedule for next week Dana nodded pulling up a calendar on her tablet the earliest I have is next Thursday at 2 p.m. I teach during The day Eddie reminded her I mentioned I need evenings or weekends all right Dana said looking annoyed at having to scroll through more options then the earliest would be Saturday at 9:00 a.m. we book up quickly on weekends Eddie took the appointment though he already knew a wealthier looking customer could probably get a test drive immediately as he left the dealership Eddie heard Raj say to Dana that one's never going

to buy just wants to drive a Tesla to impress his teacher friends Eddie walked to his rental car his mind racing with everything he had witnessed the discriminatory treatment the outright lies the mockery behind customers backs his mission was revealing problems far worse than he had imagined that evening Elon met with Zach at his home office the Eddie Mercer disguise was off but the frustration remained firmly in place I can't believe what I'm seeing Elon said pacing the Room this goes against everything Tesla stands for Zach nodded reviewing the audio recordings from Eddie's hidden microphone

it's pretty bad especially Raj deliberately inflating the numbers and the things they say when they think customers can't hear them Elon added shaking his head making fun of people for being teachers for having budgets so are you ready to admit I'm winning our bet Zach asked Elon stopped pacing I'm not ready to give up yet Maybe this dealership is especially bad I want to give them one more chance why Zack looked surprised you've already seen enough to know there's a serious problem because I need to understand how deep it goes Elon explained and I want

to see how they handle direct product questions if Eddie asks very specific technical questions about the car will they give accurate information 3 Days Later Eddie Mercer Returned to the baybridge Tesla dealership this time he came prepared with a list of detailed questions about the model 3's battery software and safety features the showroom was busy with weekend customers Eddie spotted Trevor helping a young couple and Dana was nowhere to be scene a new salesperson named Kevin approached him welcome to Tesla Kevin said how can I help you today I have an appointment for a test

drive at 9:00 a.m. Eddie said Eddie Mercer Kevin checked the tablet ah yes I see it here but I'm afraid we're running a bit behind schedule it might be 30 minutes or so before we can get you in a car Eddie nodded not surprised while I wait could you answer some specific questions about the model 3 sure Kevin said though he looked around the showroom as if hoping for a more promising customer to appear Eddie pulled out his list of questions what's the specific chemistry Of the battery cells in the current model 3 I've read

that Tesla uses different suppliers and compositions Kevin looked taken aack uh their lithium ion batteries very advanced yes but are they using the NCA or lfp chemistry in the standard Range model now Eddie pressed I'd have to check on that specific detail Kevin said clearly having no idea what Eddie was talking about this was basic information that anyone selling the cars should know what About the octav valve design in the heat pump has that been updated in recent production runs Eddie continued Kevin's eyes glazed over the Tesla thermal management system is the best in the

industry it keeps the battery at the perfect temperature one by one Eddie asked technical questions that any well-trained Tesla salesperson should be able to answer Kevin dodged every one with vague generalities or outright Admissions that he didn't know these are pretty detailed questions Kevin said looking uncomfortable most customers just want to know about range and acceleration I like to understand what I'm buying Eddie replied especially when spending over $40,000 L as they talked Eddie noticed a commotion near the front desk a family with two young key children was speaking with the receptionist who looked flustered

but the website said model 3's start at 3990 The father was saying now you're telling me it's $46,000 for the same car that's before incentives the receptionist explained and there are some required packages Eddie recognized the same tactic Raj had used on him the family looked middle class dressed in nice but not expensive clothes this is ridiculous the mother said that's false advertising we came all the way here because we thought we could could afford This car Vince Parker the dealership manager Eddie had seen in photos emerged from his office he was tall with perfectly

styled silver hair and a practiced smile is there a problem here he asked smoothly as the family explained their frustration Eddie edged closer to listen leaving Kevin looking relieved to be free of the technical questions I understand your concern Vince said to the family his voice just loud enough for others to hear but Tesla Is a premium brand our price point reflects the exceptional technology in our vehicles perhaps something more basic would better suit your needs the family's father flushed with embarrassment we can afford a $40,000 car we can't afford $46,000 car that was advertised

as $40,000 I apologize for the confusion Vince said not sounding sorry at all but those are our prices the family left the parents looking angry and the children Confused as the door closed behind them Eddie heard Vince mutter to the receptionist Tire kickers they were never going to buy anyway Eddie felt a surge of anger that family had been treated exactly as he had been like second class customers who didn't deserve a test Tesla he approached the model 3 display car and noticed something he hadn't seen before a small but visible scratch ran along the

drivers's a side door Eddie Knew that Tesla's standards would never allow a damaged car to be displayed when Kevin returned Eddie pointed out the scratch is this car being sold as new there's damage here Kevin leaned in to look oh that's just a minor surface issue it would be buffed out before delivery it seems like an actual scratch to me Eddie persisted not just something that can be buffed out Kevin's friendly demeanor slipped sir I think I know the Difference between a scratch and a surface Mark could I speak to a manager about this Eddie

asked if you're selling damaged cars as new that's something customers should know Kevin eyes narrowed are you trying to cause trouble because if you're just here to complain there are plenty of other customers who actually want to buy cars Vince appeared beside them apparently having overheard is there a problem Kevin this gentleman is claiming our display model Is damaged Kevin said with a sneer Vince turned to Eddie his smile nowhere to be seen sir are you an expert in Tesla Bodywork no but I can see a scratch when then perhaps you should leave the assessments

to the professionals Vince interrupted the test drives are fully booked today anyway we'll have to reschedule you Eddie stood his ground but I have an A your appointment appointments sometimes need to be adjusted Vince said coldly Kevin please Assist the customers by the model y they look ready to make a decision as Kevin hurried away Vince leaned closer to Eddie let me be clear Mr Mercer we value customers who value our time I suggest you consider whether Tesla is really the right brand for you with that he walked away leaving Eddie standing alone by the

scratched model 3 the message couldn't have been clearer Eddie Mercer wasn't welcome at Tesla Eddie walked out of the dealership with His head held high but inside elon's thoughts were spinning this wasn't just one bad employee or an off day the entire culture of the dealership seemed focused on catering to wealthy customers while pushing away ordinary people who had saved hard to afford a Tesla as he drove away he called Zach pick me up at the coffee shop he said we need to talk an hour later Elon sat across from Zach at their usual ual

table the Eddie disguise now removed Elon's face was red partly from the adhesive and partly from anger they kicked me out Elon said still in disbelief an actual customer with an actual appointment and they told me to leave because I pointed out a scratch Zach nodded solemnly I heard everything through the mic it was pretty bad bad it was horrible Elon slammed his hand hand on the table causing nearby customers to look over he lowered his voice Tesla was supposed to make electric cars for Everyone not just rich people that was the whole point of

the model 3 so you admit I was right Zack asked Elon side yes you win our bet but this isn't about winning or losing anymore this is about fixing a serious problem what are you going to do Zach asked fire everyone at the dealership Elon shook his head no that wouldn't solve the real issue this might be happening at other dealerships too I need to understand how widespread the problem is They spent the next hour planning their next steps first they would need to gather more data was the baybridge Tesla location and outlier or was

this happening across the country I could visit other dealerships as Eddie Elon suggested that would take too long Zach pointed out and you've got a company to run what if we created a team of mystery shoppers Elon said getting excited about the idea people of different ages backgrounds and income Levels who visit dealerships and report back on their experiences that could work Zach agreed and it would give us data from all over not just from a few locations you personally visit but I still want to visit at least one more dealership myself Elon insisted one

that's supposed to be excellent with customer service if that one has problems too then we know it's a systemic issue and then what Zach asked once you know how big the problem Is what will you do Elon thought for a moment I'll create a completely new training program for all customer facing staff one that emphasizes treating everyone with respect regardless of what they're wearing or what job they have that's a start Zach nodded but training only works if people believe in it you might need to change how you evaluate and reward performance too you're right

Elon agreed right now salespeople are probably rewarded just for Selling expensive cars with lots of add-ons we need to reward them for customer satisfaction too from all types of customers what about the Bay Bridge dealership Zach asked are you going to confront them Elon smiled for the first time that day oh yes but not yet first I want to gather all the evidence then I'm going to walk in there as myself and see how they react when they realize Eddie Mercer was actually Elon Musk they'll Freak out Zack laughed that's the idea Elon said but

I won't just embarrass them I'll use it as a teaching moment show them why their behavior was wrong and how it hurts the company in the long run as they finished their coffee Elon pulled out his phone and made a note create Tesla secret shopper program then he added all customers matter not just rich ones when do you want to visit the next dealership Zack asked this weekend Elon decided the downtown location they Won a customer service award last month let's see if they deserved it on the drive back to elon's house they refined their

plan further the mystery shopper program would need detailed evaluation criteria the training program would need specific examples of good and bad customer interactions you know Zachy said as they pulled into the driveway when we made this bet I thought you'd get mad if you lost but you're taking it really well that's because this isn't About winning or losing anymore Elon replied it's about making Tesla what I always say meant it to be a company that brings amazing technology to everyone not just the elite few as he walked into his house Elon felt determined rather than

defeated Eddie Mercer's Journey wasn't over yet the following Saturday Eddie Mercer visited the downtown Tesla dealership this location had won multiple awards for customer service and had five-star Reviews online if any dealership should provide an excellent experience it would be this one Mia had refreshed the disguise making small adjustments to ensure no one would recognize Elon Eddie wore slightly nicer clothes this time not expensive Brands but well-kept and professional like a teacher might wear to a parent meeting as Eddie entered the showroom he immediately noticed a difference from the Bay Bridge location the space was

Clean and well organized with no safety hazards in sight a friendly receptionist greeted him as soon as he walked in welcome to Tesla is this your first visit with us yes Eddie smiled I'm interested in learning about the model 3 wonderful let me find someone to help you she typed something into her computer and within moments A salesperson named Marcus approached good morning I'm Marcus I understand you're interested in the model 3 that's right Eddie confirmed I'm a teacher and I've been saving up for an electric car unlike at Bay Bridge Marcus didn't seem put

off by Eddie's profession that's excellent teachers are some of our favorite customers you folks are helping build the future just like Tesla Eddie felt a spark of hope maybe this dealership would be different Marcus spent the next hour patiently answering Eddie's questions when Eddie asked technical questions Marcus either knew The answers or honestly admitted when he didn't offering to find out when Eddie mentioned his budget constraints mark us worked to find Solutions rather than pushing him toward more expensive options let's look at the actual numbers Marcus suggested bringing Eddie to his desk with your down

payment and good credit we should be able to get you into a model three for under $500 a month the financing options Marcus presented were honest and transparent with no hidden Fees or inflated interest rates when Eddie asked about a test drive Marcus scheduled one immediately I can take you out right now if you'd like he offered the car is charged and ready to go the test drive was informative and enjoyable Marcus explained features without talking down to Eddie and encouraged him to really experience what made a Tesla special when they returned to the dealership

Eddie was genuinely impressed This was the Tesla experience he had always envisioned respectful honest and focused on the customers needs rather than their wallet thank you for your time Eddie said as they wrapped up this has been very helpful it's been my pleasure Marcus replied handing Eddie his card when you're ready to move forward just give me a call and if you have any more questions don't hesitate to reach out as Eddie left he felt conflicted this dealership had proved Provided exactly the kind of experience he believed all Tesla locations should offer the contrast with

Bay Bridge was Stark and troubling that evening Elon met with Zach to discuss his findings it was like night and day Elon explained the downtown location treated Eddie with respect and honesty no games no pressure no looking down on him for being a teacher so the problem isn't Universal Zach noted that's good news right in some ways Elon Agreed it means we have examples of dealerships doing things right but it also means we have inconsistent customer experiences across locations which is almost as bad is all of them being terrible what do you want to do

next Zach asked I think we need one more data point Elon decided let's try a location that's somewhere in the middle not known for being EX excellent or terrible the following weekend Eddie visited a third Tesla dealership in a suburban area this Location fell somewhere between the previous two experiences the staff wasn't actively rude but they were clearly more interested in customers who looked wealthy Eddie was kept waiting given vague information and subtly pushed toward financing options that weren't in his best interest after this third visit Elon had a clearer picture of the problem he

organized his notes and evidence creating a detailed report of everything He had observed so what's the verdict Zack asked as they reviewed the findings it's a mixed bag Elon admitted we have locations like downtown that are doing things right we have places like Bay Bridge that are completely failing and we have many in between that could go either way depending on who you talk to and what you're wearing sounds like a management problem Zach suggested the culture starts at the top Elon nodded exactly Vince Parker at Bay Bridge has Created a culture where only Rich

customers matter the manager at downtown Sarah Chen according to their website has built a team that values all customers equally they spent the next week Gathering more evidence Elon had his assistant pull sales data customer satisfaction surveys and employee reviews for all three dealerships the patterns were clear downtown had higher overall sales and better satisfaction scores across all Customer types baybridge had high satisfaction only among wealthy customers with terrible scores from middle-income buyers Elon also discovered something interesting in the employee reviews downtown had almost no staff turnover while baybridge constantly lost good employees several former

baybridge salespeople had left scathing reviews on job websites mentioning the toxic culture and unethical practices I think I've seen enough Elon said finally it's time to take action what's the plan Zach asked first I'm going to implement that mystery shopper program we discussed I've already got a team working on it secretly and what about baybridge Zach pressed are you going to confront them Elon smiled oh yes I've scheduled a visit for next week I'm bringing two Executives from corporate with me Vince Parker thinks we're coming for a routine Inspection he's in for quite a surprise

Zach laughed that's not all Elon added I've decided to bring Sarah Chen from downtown with us she's going to help Implement new training across all locations afterward she knows how to create the right culture and Eddie Mercer Zach asked will he make one final appearance no Elon shook his head Eddie has done his job next time I walk into baybridge Tesla I'll be doing it as myself Elon picked up his phone and made One last call to Mia thanking her for her help with the disguise Eddie Mercer had served his purpose now it was time

for the real Elon Musk to step in and fix what was broken the following Tuesday Elon arrived at Tesla headquarters earlier than usual he had a busy morning planned before the confrontation at baybridge he met with Lisa Chen his head of customer experience and Daniel Rodriguez his chief operating officer to brief them on What he had discovered I wish you had told us sooner Lisa said looking troubled as she reviewed Eddie's experiences we could have helped with the investigation I needed to see it with my own eyes Elon explained no filters no warnings to the

dealerships that someone was watching Daniel nodded so what exactly are we doing today at baybridge we're going to conduct what they think is a routine inspection Elon Said we'll ask them about their sales process customer experience and training I want to hear what they claim they're doing before I reveal what I know they're actually doing and then Lisa asked then I'll tell them I was Eddie Mercer Elon smiled and we'll see how they react Sarah Chen the manager from the downtown dealership joined them for a quick coffee before they departed Elon had called her the

previous day to explain the situation and enlist her Help I've suspected problems at some locations Sarah admitted but I had no idea it was this bad that's why I need your help Elon told her you've created the exact culture I want at every Tesla location after today I'd like you to help develop a new training program the four of them traveled together to baybridge Tesla arriving just before noon Elon wore his usual black T-shirt and Blazer a stark contrast to Eddie Mercer's modest teacher attire as they Pulled into the parking lot Elon noticed a familiar

face standing outside the main entrance Vince Parker looking nervous but trying to hide it behind a confident smile news that Elon Musk himself was coming for an inspection must have spread quickly Showtime Elon muttered as they parked the moment Elon stepped out of the car the atmosphere changed staff members who had been Milling around suddenly stood straighter someone rushed inside presumably to warn The others Mr musk Vince called out hurrying forward with an extended hand what an unexpected honor we had heard someone from corporate was coming but never imagined it would be you personally Elon

shook Vince's hand firmly I like to stay connected with our retail operations Mr Parker these are my colleagues Lisa Chen Daniel Rodriguez and Sarah Chen from our downtown location Vince's smile faltered slightly At The Mention Of downtown a competing Dealership known for its excellent performance but he quickly recovered welcome to baybridge Tesla he said smoothly we're thrilled to have you all here I've prepared a tour of our facility and a presentation on our sales approach excellent Elon nodded let's start with the showroom inside the dealership was spotless clearly they had cleaned thoroughly in preparation for

the corporate visit the staff was lined up near the front desk all wearing Pressed black polos and nervous Smiles Elon recog recognized Trevor and Dana among them Raj the finance manager stood slightly apart looking particularly anxious this is our showroom layout Vince began gesturing around the space we position our display models to maximize customer interaction and highlight our latest features Elon noticed that the model 3 with the scratch was gone replaced by a pristine vehicle and how would you describe your Approach to customer service Elon asked as they walked customer focused and inclusive Vince replied

without hesitation we believe every visitor deserves the full Tesla experience regardless of their background our goal is to make electric vehicles accessible to everyone Elon exchanged a quick glance with Zach who had joined them for this visit and was recording everything on his tablet that's good to hear Elon said could you walk us through your Typical process when a customer first enters the dealership of course Vince nodded enthusiastically every customer is greeted within 30 seconds of entering we ask about their needs and interests then pair them with a product specialist who can best assist them

this description bore no resemblance to Eddie Mercer's experience of waiting nearly 30 minutes before anyone spoke to him what about finan in Daniel asked how Do you handle customers with different budget constraints we present all available options transparently Raj spoke up stepping forward we never push customers toward financing they can't afford our goal is finding the right solution for each individual Elon had to stop himself from laughing out loud at this blatant lie the tour continued with Vince and his team painting a picture of baybridge Tesla as a paragon of customer service And inclusivity according

to them every customer received a test drive on request accurate information about the vehicles and honest Financial advice after about 45 minutes Vince LED them to the dealership's conference room I've prepared a presentation on our sales figures and customer satisfaction metrics he said proudly before we get to that Elon said taking a seat at the head of the table I'd like to ask your team a few Questions Vince looked momentarily concerned but quickly nodded of course Trevor Elon turned to the young salesman how do you approach customers who aren't familiar with electric vehicles say someone

who's buying their first Tesla Trevor straightened up I take time to explain the technology in simple terms I focus on their specific needs and concerns I make sure they feel comfortable asking questions Dana Elon continued how do you handle customers With strict budget limitations I work within their constraints she answered confidently I never try to upsell customers beyond what they can afford if a model 3 is their budget we focus on making that work and Raj Elon turned to the finance manager how do you ensure customers get the best possible financing rates I present all

options transparently Raj repeated his earlier claim we work with multiple lenders to find the best rates And I always make sure customers understand exactly what they're signing Elon nodded maintaining a neutral expression those all sound like excellent practices Vince beamed with pride we have the best team in the Tesla Network our customer satisfaction scores prove it that's interesting Elon said his voice still casual because that's not what I Experienced when I visited this dealership a confused silence fell over the room you've visited us before Vince asked looking puzzled I'm sure I would have remembered three

times actually Elon interrupted the most recent visit was just over a week ago the staff exchanged bewilder glances that's impossible Trevor said we would have recognized you immediately Elon smiled would you recognize this person he nodded to Zach who tapped his Tablet the large screen on the conference room wall came to life showing a photo of Eddie Mercer glasses beard and casual clothes that's the guy who complained about the scratch on the model 3 Kevin blurted out the teacher Dana added the one with all the questions that's right Elon confirmed his smile fading the teacher

you ignored for 30 minutes Trevor the one you lied to about test drives being unavailable then immediately offered a test drive to Another customer the one you gave incorrect information about battery range Trevor's face drained of color and Dana Elon continued the C customer you told that hyundi ionics catch fire when that's demonstrably false the one you tried to upsell despite his clearly stated budget constraints Dana looked at the floor unable to meet elon's gaze and Raj Elon turned to the finance manager the customer you quoted an inflated interest Rate to the one you mocked

as a tire kicker when you thought he couldn't hear you Raj's mouth opened and closed but no words came out Vince had gone pale Mr musk there must be some mistake there's no mistake Elon said firmly he tapped his own tablet and the screen changed to show Eddie Mercer transforming into Elon Musk as the disguise was removed I was Eddie Mercer I experienced your customer service firsthand the room fell completely Silent Vince Parker was the first to recover Mr musk I can explain no need Elon cut him off his voice calm but firm I saw

everything myself I experienced it firsthand now I'd like everyone in this room to watch exactly what happened Zach tapped his tablet again and video footage began playing on the screen it showed Eddie Mercer's three visits to the dealership from multiple angles captured by the hidden cameras they had worn for the next 20 minutes minutes the Baybridge team watched in horrified silence as their treatment of Eddie was revealed in excruciating detail they saw themselves ignoring him lying to him mocking him behind his back and ultimately kicking him out of the dealership when the video ended Elon

looked around the table some staff members looked ashamed others defensive and a few seemed angry at being caught I founded Tesla with a mission Elon said breaking the silence to Accelerate the world's transition to sustainable energy not just for rich people not just for those who dress a certain way for everyone he stood up and paced slowly around the table the model 3 was specifically created to bring electric vehicles to a wider Market to make them accessible to teachers nurses office workers hardworking people who care about the planet but don't have unlimited budgets he stopped

behind Trevor's chair when you treat customers Like Eddie Mercer as if they don't matter you're not just being rude you're actively working against Tesla's core Mission but Mr musk Vince interjected we need to focus on customers who can afford our higher-end models that's where the profit is Elon shook his head that shortsighted thinking is exactly the problem every customer matters the teacher who buys a model 3 today might run a school district tomorrow and order a fleet of Teslas the young couple you Dismissed might tell 20 friends about their horrible experience he pulled up sales

data on the screen look at downtown Tesla they treat every customer with respect regardless of appearance or budget their sales are 32% higher than yours their customer satisfaction scores are nearly perfect and their repeat business is double what you see here Sarah Chen the downtown manager spoke up we' found that when we focus on matching the right car to each customer's needs Not pushing the most expensive option people are happier with their purchase and become advocates for Tesla exactly Elon nodded this isn't just about being nice it's good business Raj the finance manager finally found

his voice with all due respect Mr musk we're under enormous pressure to hit sales targets the easiest way to do that is to focus on high margin sales I understand that pressure Elon Acknowledged but the targets don't specify who you sell to or how you treat people that culture comes from leadership he looked pointedly at Vince Dana raised her hand tentatively so are we all fired the question hung in the air the staff held their breath awaiting elon's response that would be the easy solution Elon admitted but it wouldn't fix the underlying problem he moved

back to the head of the table here's what's going to Happen starting tomorrow Sarah will be working with this dealership to implement 8oe can an complete retraining program every customer facing employee will learn our new customer service standards Vince's face flushed you're bringing in another manager to tell us how to run our dealership I'm bringing in someone who understands our mission Elon corrected him you'll work with her or you can choose to leave Tesla the same goes for Everyone in this room he looked around at each staff member I believe people can change when they

understand why it matters but make no mistake we will be watching we're implementing a mystery shopper program across all Tesla locations any dealership that fails to provide excellent service to all customers will face consequences Trevor looked up I I just thought we were supposed to focus on the big sales no one ever told us Differently now I I'm telling you Elon said every person who walks through that door deserves respect and honest information whether they're buying a base model 3 or a fully loaded model X Lisa Chen the head of customer experience distributed tablets to

each staff member these contain our new customer service guidelines and training materials your first session begins tomorrow at 8:00 a.m. as the meeting continues continued Elon noticed something odd While most of the staff seemed appropriately chastened Vince kept checking his phone under the table his face showed not just embarrassment but genuine worry during a short break Elon pulled Zach aside something's off with Vince he whispered he's too nervous even for someone who just got caught treating customers badly Zach nodded I noticed that too want me to dig deeper yes Elon decided check the sales records

and inventory Systems see if there's anything unusual while the others continued discussing the implementation of the new training program Zach slipped out he returned 20 minutes later his expression Grim he handed Elon a tablet with a series of charts and numbers Elon reviewed the information his eyebrows rising in surprise he whispered something to Lisa and Daniel who looked equally shocked as the meeting was wrapping up Elon addressed the group Again there's one more thing we need to discuss he said his voice taking on a different tone something I discovered during my visits as Eddie Mercer

Vince shifted uncomfortably in his seat I noticed some inventory discrepancies Elon continued cars that were listed as soul but never delivered to customers Vehicles moved between dealerships without proper documentation the room temperature seemed to drop several degrees most of The staff looked confused but Vince and Raj exchanged a quick glance at first I thought it might be simple paperwork errors Elon said but Zach has been analyzing the data more closely he turned to Vince directly would you like to explain why 28 vehicles that were reported as sold to customers actually ended up overseas Mr Parker

or why the paperwork for those sales contains fictional buyer information Vince's face went from red To White I I don't know what you're talking about I think you do Elon countered I think you and Raj have been running a side operation diverting inventory creating fake sales records and selling the cars through private channels for a markup Raj stood up Suddenly this is ridiculous you can't accuse us without evidence we have evidence Daniel said quietly sliding a folder across the table bank records showing transfers to Offshore accounts in both your names VIN numbers of diverted Vehicles

even the warehouse where three cars are currently being stored before shipment the other staff members stared in shock as the truth unfolded this wasn't just about poor customer service Vince and Raj had been running a criminal Enterprise right under their noses that's why you focused on Wealthy customers Elon realized you needed Legitimate high value sales to hide your fraudulent ones and why you discouraged people like Eddie Mercer you didn't want to waste time on customers who might ask too many questions or need detailed pap paperwork Trevor looked horrified I had no idea I swear we

believe you Lisa assured him the evidence points to just Vince and Raj Vince suddenly bolted for the door but security guards were already waiting outside they had been alerted when Zach Discovered the fraud as Vince and Raj were escorted out the remaining staff sat in stunned silence what happens now Dana asked in a Small Voice that depends on you Elon replied I still believe this dealership can be turned around the question is whether you're willing to be part of that change over the next hour Elon spoke individually with each staff member most were genuinely shocked

by the revelation of Fraud and eager to Prove they hadn't been involved they admitted to following Vince's lead on customer service believing it was what Tesla wanted them to to do we'll be appointing an interim manager Elon told them someone who can help rebuild this dealership's culture and reputation as the I day came to a close Elon stood in the middle of the showroom looking at the gleaming Teslas on display what had started as a simple bet with Zach had uncovered not just poor Customer service but an actual criminal operation I never expected this outcome

he admitted to Zach as they prepared to leave neither did I Zach agreed but in a way it makes sense a culture that treats people as disposable based on their appearance or income is the perfect cover for other unethical Behavior Elon nodded thoughtfully and it shows why our mission matters so much Tesla isn't just about selling cars it's about creating a better future one that includes everyone As they walked to their car Elon looked back at the dealership One Last Time Eddie Mercer may be gone he said but he taught me something important sometimes you

have to walk in someone else's shoes to truly understand their experience Zach smiled so what's next are you going to go under cover at SpaceX 2 Elon laughed no but I am going going to implement mystery shoppers at all our locations and I'll be making random visits myself as myself to keep Everyone on their toes in the weeks that followed the baybridge dealership underwent a complete transformation the new manager with Sarah's guidance created a welcoming environment where every customer received the same respectful treatment sales increased and the location slowly rebuilt its reputation the the mystery

shopper program revealed a few other dealerships with similar issues though None had the criminal element of Bay Bridge each received the training and oversight needed to improve 6 months later Eddie Mercer made one final appearance not at a Tesla dealership but in a companywide training video his story became a powerful reminder of why Tesla's Mission included everyone regardless of their background or bank account as for Vince and Raj they faced criminal charges for their fraud scheme the investigation revealed Connections to overseas buyers willing to pay huge markups to skip the waiting list for Tesla vehicles

a scheme that had been running for years under the cover of their seemingly successful dealership Elon kept the disguise Mia had created storing it in his office as a reminder that sometimes the best way to lead is to First experience things from from a different perspective and whenever a new dealership manager was hired Elon made Sure to tell them about Eddie Mercer the teacher who changed Tesla forever thanks for joining me for this story about Elon musk's undercover Adventure I'd love to know where you're listening from drop your location in the comments below if you

enjoyed this tale please hit that like button to help spread this story to more people kind matters whether you're buying a Tesla or just brightening someone's day and if you want more stories like this click on The video appearing on your screen right now until next time