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Advisor Skills: Connecting with your customer – Skip this and you’re better off in another line of work!

September 5, 2023

Advisor Skills: Connecting with your customer – Skip this and you’re better off in another line of work!   When a customer enters the Service Drive, Do you smile? Do…

Are Your Sales Training Efforts Paying Off?

July 31, 2023

PERFORMANCE TRAINING How to judge and hone your team’s skills on a daily basis. BY JOHN FAIRCHILD Service Advisor sales training can be a mishmash of different manufacturer certifications, off-site…

How to Develop Our Employees

June 20, 2023

Hello Fixed Operations Managers We all know the foundation for a great Service or Parts Department or any venture really, is great employees. But if you are reading this, you’re…


May 31, 2023

Service operations generate mountains of data associated with the performance of the department. Leaders can and do devote a lengthy amount of time and energy simply compiling accurate and relative…

Where performance is measured and reported, performance improves!

May 16, 2023

  In any arena, business or sport, top performers are identified through constant, ongoing performance evaluations. If you can’t evaluate their performance, then how can you identify their status as…

4 Effective Ways to Improve Customer Retention

April 17, 2023

  Retained customers are not only more affordable, they can provide a better ROI, are generally more loyal and also send referrals. Here are a few simple and effective ways to…


March 25, 2021

Listen, I’m not telling YOU anything, if you have been in the industry even a short time you understand that talented help has been on short supply in the Automotive…

Positive processes for challenging employees in your Service Department

February 17, 2021

Positive processes for challenging employees in your Service Department Turning a Bad Seed around and knowing when to Prune. By John Fairchild In today’s environment, employable talent is at a…


January 16, 2021

I’ve spent the last 40 years in Automotive Service Departments, I’ve worked side-by-side with Service Managers, Techs and Service Advisors. In the last 15 years it has really become a…

Motivating Millennials in The Service Department

September 20, 2020

“How do I motivate my younger ‘millennial’ staff, Service Advisors, Technicians and Porters when financial rewards are not seeming to get it?” The question is very timely and pops up…

How to Create Excellent Employees

September 9, 2020

Ongoing Employee Improvement Plans “Activities that require the employee to interact with co-workers on team projects or in small groups is a good way to slowly build your employee’s interpersonal…

Improving One-Line Repair Orders

July 3, 2020

Tip-Of-The-Week – One Line RO’s   8 steps to “Spending Quality Time with your customer reviewing the findings of the MPI”   On a recent Friday at the Dealership I…

The Power of The T/O

June 10, 2020

The POWER of the T/O New and Used Car Sales Departments everywhere live and die by the “T/O”. A “T/O” or “Turn Over” is a strategy employed in sales processes…

Considering Lateral Support as a Service Department Dispatch System

May 6, 2020

    Lateral support, Simple Support, Teams, Super Groups and Dispatch. Service Department technician production systems must be designed based on the quality and capabilities of technicians, consideration about the…

November 10, 2019

#𝕤𝟛𝕤𝕖𝕣𝕧𝕚𝕔𝕖𝕊𝕒𝕝𝕖𝕤𝕊𝕥𝕣𝕒𝕥𝕖𝕘𝕚𝕖𝕤 #𝕝𝕖𝕥𝕤𝕘𝕖𝕥𝕤𝕥𝕒𝕣𝕥𝕖𝕕 𝟟𝟟𝟘-𝟝𝟞𝟙-𝟜𝟞𝟜𝟜 ɢᴇɴᴇʀᴀʟ ɢᴜɪᴅᴇʟɪɴᴇꜱ ᴏɴ ᴀᴅᴠɪꜱᴏʀ ᴀɴᴅ ᴛᴇᴄʜɴɪᴄɪᴀɴ ʀᴇᴘᴀɪʀ ᴏʀᴅᴇʀ ᴅᴏᴄᴜᴍᴇɴᴛᴀᴛɪᴏɴ 𝐊𝐧𝐨𝐰𝐧 𝐚𝐬 𝐓𝐡𝐞 𝐓𝐡𝐫𝐞𝐞 “𝐂”𝐬 – 𝐓𝐡𝐞 𝐂𝐨𝐦𝐩𝐥𝐚𝐢𝐧𝐭 – 𝐓𝐡𝐞 𝐂𝐚𝐮𝐬𝐞 – 𝐚𝐧𝐝 𝐓𝐡𝐞 𝐂𝐨𝐫𝐫𝐞𝐜𝐭𝐢𝐨𝐧   Documentation is…

Customer’s need to like you!

August 9, 2019

In a Dealership Service Department, the relationship with your customer is “King”. It’s far more important for the customer to actually like you than just about any other single factor….

Should we find NEW customers or try to keep the ones we have?

May 22, 2019

Customer retention has been a buzz-phrase in the automotive industry for quite some time now. Customer retention is essentially the ability of a company to retain its customers over a…

Where do we GROW?

April 8, 2019

  As the economy continues to heat up, Dealerships are increasingly being cramped by lack of available space and staff to accommodate the rush of customers. In a real sense,…


July 7, 2017

As a Service Advisor our job is to fulfill our customer’s main reason for visiting the Dealership, right? You may feel customers who come into your shop are just trying…

Selling Tires to YOUR customers

January 28, 2016

Tip of the Week Selling Tires to YOUR customers   Successfully selling a high number of tires each month involves constant and consistent communication with your clients. For a lot…

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