Three Clues You Have a Service Advisor Problem

“It's easy to look back and see it, and it's easy to give the advice. But the sad fact is, most people don't look beneath the surface until it's too late.”  Wendelin Van Draanen

"Greg" and I were struggling to figure out why his car count wasn't improving. He had ten five star google reviews. When I Googled all of the primary automotive search terms for his area, I found him on the first page and in the top spot.

His website was so strong that I would send the link to my other clients as an example of what to do. "Steve," his service advisor, had been with him for seven years and had forgotten more about the automotive business than the average person knew.

How to Overcome Your Employee’s Resistance

"Judge a man by his questions rather than his answers." - Voltaire 

Don’t try this at home! The year was 1999, and I was a new manager who was having a problem getting my people to embrace the courtesy checks.

During a shop meeting, I was explaining all the reasons why completing the forms was good for the car, the customer, and the company. Before I could finish, “Terry,” my ‘A’ technician, interrupted me by asking, “How does filling out these #$@! courtesy checks benefit me?”