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The KPIs Every Service Advisor Must Track to Improve Performance
In most dealerships, service advisors are judged on a feeling. "He seems busy." "She talks a lot on the phone." "They handle customers ...
How to Train Your Advisors to Sell Recommended Maintenance Without Pressure
The word "upsell" has a bad reputation in the automotive service industry. For many customers, it conjures images of pushy salespeople ...
How to Use MPIs, Photos, and Videos to Increase Service Approval Rates
For decades, the most difficult moment in the service drive has been the phone call. It’s the moment an advisor has to call a customer ...
How Digital Tools Are Transforming Today’s Service Advisor Role
Ten years ago, the service advisor’s desk was buried under stacks of paper. Carbon-copy repair orders, sticky notes with phone numbers,...
The Importance of Proper Multi-Point Inspection (MPI) Presentation for Advisors
In fixed operations, the Multi-Point Inspection (MPI) is the standard. Every dealership does them. Every technician fills them out. Yet...
Top Customer Complaints in Service Departments—and How Advisors Can Fix Them
Bad customer reviews and poor CSI scores rarely happen because a technician made a mistake. They happen because an advisor dropped the ...
Service Advisor Phone Skills: How to Turn Every Call Into an Appointment
The phone in your service department rings all day. For many advisors, it’s a nuisance—an interruption that pulls them away from the cu...
Why Communication Breakdowns Cost Dealerships Thousands in Lost Revenue
In the automotive industry, we obsess over car counts, effective labor rates, and parts margins. We track every dollar that comes throu...
How to Increase Your Dealership’s Repair Order Average Through Advisor Training
Your service department’s Repair Order (RO) average is one of the most critical metrics for fixed ops health. When that number is flat,...
The Ultimate Guide to Customer Communication for Service Advisors
In the service drive, nothing moves without communication. A technician can perfectly diagnose a vehicle, but if the advisor can’t expl...