Explore every episode of the podcast AutoFix AdvisorCast
| Title | Pub. Date | Duration | |
|---|---|---|---|
| Set Boundaries With Clients! Service Advisor Tips | 31 Oct 2025 | 00:25:09 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty hosts his final Autofix AdvisorCast and shares heartfelt reflections on the evolution of customer expectations in the automotive industry. He emphasizes that today's customers want Amazon-like convenience, high-end service, and genuine warmth from their repair shops. Key takeaways include the importance of setting clear, realistic boundaries with clients, leveraging proactive and empathetic communication to build trust, and maintaining consistency through strong systems and daily habits. Timestamps: 03:45 Managing Expectations Builds Trust 10:11 "Truthful Service with Tact" 13:57 Proactive Communication Prevents Client Loss 16:27 Customer Service Beyond Transaction 17:58 "Excellence Starts with Habits" 22:57 Passing the Autofix Advisor Baton Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| The "We Over Me" Mindset in Auto Repair | 24 Oct 2025 | 00:21:38 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, host Michael Doherty dives into the power of selfless teamwork in building an unstoppable shop culture. Michael shares personal experiences, emphasizing how serving one another leads to greater trust, efficiency, and customer satisfaction. He outlines actionable steps for fostering a winning mindset and promoting daily habits that elevate the entire team. Timestamps: 05:37 Passion Fuels Success 07:07 Positive Mindset Drives Success 09:53 "Turning Negatives Into Positives" 14:21 "Prioritizing the Customer Always" 18:13 "Strive, Grow, Serve, Unite" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Why Patience and Communication Matter for Service Advisors | 17 Oct 2025 | 00:22:29 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty breaks down the concept of “client guided sales” and how it transforms the traditional sales approach for service advisors. Michael emphasizes the importance of using detailed diagnostic information and photos to build trust with clients, as well as the need for clear communication and patience throughout the estimating process. He also discusses how prioritizing the client’s main concerns, being transparent with recommendations, and making clients feel valued can set a shop apart in a competitive market. Timestamps: 04:04 "Importance of Client Communication" 07:53 "Review Estimates Before Sending" 10:52 Client-Guided Sales Approach 12:57 "Client-Guided Sales Strategies" 19:19 "Client-Guided Sales Approach" 20:24 "Client-Guided Sales & Rapport" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Mindset is EVERYTHING for Service Advisors! | 10 Oct 2025 | 00:18:50 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty dives into the essentials of maintaining a healthy, positive mindset as a service advisor. He emphasizes the power of positive self-talk and how it sets the foundation for confidence and resilience, especially during challenging days. Michael also highlights the importance of self-care—like staying hydrated, taking breaks, and giving yourself grace on tough days—to avoid burnout and consistently deliver exceptional customer experiences. Timestamps: 05:28 "Daily Self-Care for Clarity" 07:13 Effort Matters, Not Perfection 13:44 Cultivating Positivity in Communication 15:46 Clear Communication with Customers Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Never Stop Improving!...Or You're Falling Behind.... | 03 Oct 2025 | 00:17:40 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty recaps his experience at the ASTA Automotive Service Tire Alliance Expo in Raleigh and dives into why ongoing learning is crucial for service advisors. He emphasizes that teachability—not just technical expertise—sets advisors apart in today’s rapidly evolving automotive industry. Michael also shares practical tips for improving communication between service advisors and technicians, as well as advice on learning from customer interactions to continually grow in the role 00:00 "Adapting to Industry Changes" 03:22 Teachable Advisors Triumph 08:40 Enhancing Technician-Advisor Communication 10:35 Effective Technician Communication Strategies 15:11 Commit to Continuous Improvement Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Building Trust and Loyalty as a Service Advisor in 2025 | 26 Sep 2025 | 00:13:50 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty celebrates 50 episodes of the Autofix Advisor Cast and shares powerful advice for service advisors looking to grow in the industry. Michael stresses why direction is more important than speed, encouraging advisors to focus on heading the right way rather than rushing through tasks. He also highlights the importance of controlling what you can—like your attitude, time management, and communication—to create a positive shop environment. Finally, Michael reminds listeners that failure isn’t the end, but fuel for growth, and emphasizes how building relationships with both customers and coworkers makes all the difference in service advising. Timestamps: 03:49 "Control Feedback and Communication" 08:23 Promoting Positive Workplace Communication 12:01 "Address Issues, Boost Business" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Service Advisors: Top Tips for Phone Success | 19 Sep 2025 | 00:18:41 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks about phone skills for service advisors. He emphasizes the importance of treating every incoming call as a quality lead, urging advisors to dig deeper and ask better questions rather than making quick judgments about customers. Michael also highlights that building trust and long-term relationships starts with that very first phone call, and reminds advisors that objections from customers are often just hidden opportunities to build value and confidence. Timestamps: 03:45 Client Calls: An Advisor's Opportunity 08:23 Probing Questions Boost Customer Trust 10:36 "Focus on Relationships, Not Sales" 15:12 "Building Relationships for Business Growth" 16:59 "See You at SEMA?" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Getting Uncomfortable is the ONLY Way to Grow as a Service Advisor | 12 Sep 2025 | 00:21:33 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty dives into the challenges service advisors face when it comes to avoiding uncomfortable tasks. Michael emphasizes that true growth happens when you tackle the work you tend to put off, like making follow-up calls or asking for reviews. He also highlights the importance of preparation and discipline, explaining how showing up early and consistently putting in effort builds trust with both your team and your customers. 00:00 "Confront Avoidance, Achieve Success" 03:33 Work Ethic in Service Advisory 08:45 Responding to Customer Reviews 11:23 Morning Prep Prevents Chaos 15:47 "Discipline Builds Trust and Confidence" 19:15 Prioritize Tasks and Build Confidence 20:49 "All-Star Ensemble" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| How to Win at The Front Counter for Service Advisors | 05 Sep 2025 | 00:22:35 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty dives into the mindset shift required for service advisors to truly make a difference beyond just processing repair orders. Michael emphasizes the importance of building genuine client relationships, educating rather than pressuring customers, and the need for advisors to see their daily work as a craft rather than a grind. 00:00 "Beyond Service Advisor: Difference Maker" 05:24 Purpose Beyond Paychecks 09:23 "Client Education Over Pressure" 11:56 Attitude Shapes Your Success 14:14 Navigating Challenges in Automotive Marketing 19:39 "Customer Feelings Drive Success" 20:54 Seasonal Transition and Appreciation Message Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Service Advisors - Act Like You Already Do Business Together with New Customers! | 29 Aug 2025 | 00:13:03 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty shares practical advice for service advisors on how to approach new customer calls as if they’re already doing business together. Michael highlights the importance of making every interaction about building relationships and trust, starting with a warm, confident greeting. He also emphasizes using language that sets your shop apart—like saying you “specialize” in certain services—to help prospects feel valued and understood. 00:00 Client-Centric Automotive Engagement 03:09 Building Trust Through Personal Connection 06:12 Customer Experience in Auto Repairs 11:13 "Building Customer Relationships" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| The Five Performance Levels for Service Advisors | Level Up Today! | 22 Aug 2025 | 00:18:01 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty challenges Service Advisors to make a pivotal choice: remain average or strive for elite status in their careers. He breaks down the five levels of performance for service advisors and emphasizes that reaching elite status starts with mindset and relentless self-improvement. Michael also shares actionable tips for leveling up—like adopting personal accountability, seeking continuous education, and putting in extra effort when no one’s watching. 00:00 "Choosing Your Service Advisor Level" 03:55 Path to Personal Growth Success 07:45 Maximizing Time for Success 12:56 Path to Elite Service Advisor 13:48 "Success Through Hard Work and Growth" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Service Advisors NEED to Use "The Honest Agreement"! | 15 Aug 2025 | 00:16:18 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty dives into the concept of the "Honest Agreement," inspired by Marcus Sheridan’s energetic approach to building trust with customers. Michael explains that transparency—from clear communication about costs, timelines, and risks to proactively updating clients about challenges—sets the foundation for lasting relationships in the automotive service industry. He also shares actionable tips for implementing these trust-building practices in your shop, stressing that honesty isn’t a weakness but a critical strength for long-term client loyalty. 00:00 "The Honest Agreement: Building Trust" 03:39 Building Trust Through Honest Agreements 08:09 Transparent Communication: Building Trust 11:14 Honesty as a Strength 13:43 Strengthening Client Relationships Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| STOP Being Transactional!! - Start Growing Lasting Relationships with Every Customer | 08 Aug 2025 | 00:13:52 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty dives into why the sale isn’t the end—it’s just the beginning for service advisors. Michael shares actionable tips on turning satisfied customers into loyal advocates, like making personal follow-up calls instead of relying solely on automated surveys. He emphasizes the importance of building genuine relationships, sharing positive feedback with technicians, and always looking for ways to improve the customer experience. Timestamps: 04:52 Beyond Transactions: Show You Care 07:25 Customer Experience and Feedback Matters 11:54 "Service Advisor Confidence Boost" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Two-Week Service Advisor Challenge - "Just Say Yes" | 01 Aug 2025 | 00:17:29 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty challenges Service Advisors to step up their game with a two-week “Service Advisor Challenge,” starting August 4th. Michael emphasizes going beyond the basics by saying “yes” to every qualifying service call and taking in vehicles on the same day, pushing advisors to step out of their comfort zones. He also shares practical strategies on maximizing shop efficiency, clear team communication, and tracking results, comparing the process to a high-stakes game of Tetris. 00:00 "Returning to Service Advisor Basics" 05:35 "Say 'Yes' Challenge Strategy" 06:53 Prioritize Team Communication Strategies 11:23 Focused Metrics and Results Alignment 15:15 "Team Success and Strategic Growth" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| The Power of Pre-Appointment Estimates for Service Advisors and Auto Shops | 25 Jul 2025 | 00:17:39 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks about the power of pre-appointment estimates as a service advisor. He explains how delivering estimates before a client’s visit increases commitment, transparency, and confidence, leading to higher show rates and greater trust. Michael also highlights how these proactive estimates streamline shop efficiency, allowing parts to be ordered ahead of time and reducing wasted resources. 00:00 Optimizing Client Communication Preferences 04:32 "Pre-Appointment Authorization Importance" 09:30 "Written Commitments Reduce No-Shows" 12:29 Transparent AC Service Estimate Process 14:08 Boost Business Efficiency and Reduce No-Shows Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Top 10 Service Advisor Action Items for Building Customer Confidence and Success | 18 Jul 2025 | 00:31:37 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty shares his top ten action items, highlighting the importance of greeting customers with confidence, mastering the art of active listening, and providing clear and transparent estimates. Whether you’re new to the advisor desk or looking to up your game, Michael’s practical tips and firsthand stories provide valuable takeaways for anyone in the automotive service industry. 00:00 Confident Communication is Key 05:39 Effective Service Call Protocol 09:39 Account for Bolt Extraction Costs 13:02 Proactive Customer Service Strategy 14:22 Streamlined Vehicle Pickup Process 18:13 Handling Emergency Car Requests 21:50 Proactive ADAS Alignment Preparations 26:24 Customer Feedback Timing Tips 28:52 Embrace and Learn from Feedback Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Service Advisors: It's Time to G.R.O.W. Up! | 11 Jul 2025 | 00:16:18 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty dives into the concept of G.R.O.W.—Getting Rid of Old Ways—in the world of service advising. Michael shares how breaking free from outdated habits, such as handwritten notes and fragmented communication, can boost shop efficiency and customer satisfaction. He emphasizes the importance of embracing new technology like digital vehicle inspections, holding daily shop huddles, and proactively communicating with clients. 00:00 Digital Vehicle Inspections Adoption Fears 04:00 Inefficiency of Outdated Methods 09:14 Proactive Client Updates Essential 11:23 Proactive Client Communication 13:57 Boost Efficiency with Client Engagement Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Convert More Calls With Empathy and Clear Communication in Your Shop | 04 Jul 2025 | 00:16:49 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks about how to turn transactional phone calls into valuable opportunities for customer connection. Michael emphasizes the importance of showing empathy when prospects call with concerns, like a broken AC during a heat wave. He also emphasizes the importance of asking qualifying questions to fully understand the customer's issue, rather than immediately providing price quotes. Finally, Michael emphasizes the importance of setting clear expectations about the diagnostic process, ensuring customers understand what they're getting for their money, and building trust from the very first call. 00:00 Phone Call: AC Recharge Inquiry 03:54 "Empathy in Customer Service Calls" 07:24 Effective Communication in Vehicle Troubleshooting 09:57 Manage Customer Expectations on HVAC Issues 13:22 Building Customer Confidence in Service Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| How Service Advisors Should Handle Comebacks | 27 Jun 2025 | 00:17:40 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty discusses how service advisors can effectively handle comebacks in the automotive repair industry. Michael emphasizes the importance of taking ownership and being transparent with customers when mistakes happen, reminding listeners that honesty helps build trust and retention. He also shares practical strategies, such as implementing checklists and team accountability, plus fostering a positive shop culture through daily "gratefuls" in morning meetings. 00:00 Rebuilding Trust After Mistakes 05:00 Transparency & Accountability in Auto Work 09:09 "Adapting to Unscripted Comebacks" 10:36 Car Window Calibration & Maintenance 13:50 "Mindset Shift Strategy" 15:43 "Make It Right for Clients" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| The History of the Service Advisor Role in Auto Repair | 20 Jun 2025 | 00:15:34 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty takes listeners through the evolution of the service advisor role in the automotive industry. Michael highlights the shift from handwritten repair orders on carbon pads to the adoption of digital tools, emphasizing how today’s advisors are not just ticket writers but relationship builders, educators, and strategists. He also discusses the growing impact of AI and digital vehicle inspections, encouraging advisors to embrace new technologies and attend industry events, such as the upcoming ASTA Expo, to stay connected, informed, and prepared for the future. Register for the ASTA Expo HERE 00:00 The Evolution of Service Advisors 06:32 AI Tools Enhancing Service Advisor Roles 09:31 Building Client Trust Through Transparency 12:14 "Eleanor Performance's Life-Changing Expo" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Turning Price Shoppers Into Loyal Clients at the Repair Shop | 13 Jun 2025 | 00:18:33 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty explores effective strategies for dealing with price shoppers in the service advisor role. Michael emphasizes that price inquiries are often opportunities in disguise, suggesting that you should approach these calls with curiosity, confidence, and a focus on building human connection. By asking the right questions, delivering value beyond just price, and genuinely connecting with customers, advisors can transform reluctant callers into loyal clients. 00:00 Reframing Price Shoppers' Potential 03:14 Converting Price Shoppers' Mindset 07:29 Engaging Price-Shopping Customers 11:21 Car Repair Inquiry 13:55 Introvert Communication: Handling Email Requests Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Why "Waiters" At Your Repair Shop Are KILLING You! | 06 Jun 2025 | 00:19:14 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty addresses the challenges related to "waiter" vehicles at repair shops. Michael provides honest insights from recent discussions with shops across the country, emphasizing the disruptions that waiters can cause to both customer service and shop workflow. He highlights the significance of establishing clear expectations with clients, promoting drop-offs over waiters to ensure thorough inspections and reduce mistakes. 00:00 Customer Expectations vs. Service Efficiency 03:05 Rushed Mistakes Disrupt Technician Efficiency 07:01 Nearby Tire Pressure Assistance 10:31 Interrupting Mechanics Mid-Task Dilemma 12:45 Automotive Service Coordination Tips Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Use The Traffic Light Method to Retain More Clients! | 30 May 2025 | 00:14:26 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty dives into the challenges service advisors face when communicating repairs to clients. Michael emphasizes that the advisor’s role is not to sell repairs, but to provide peace of mind by building trust and clearly explaining vehicle needs. He introduces the “traffic light method” as an effective communication tool—using green, yellow, and red markers—to help clients better understand the urgency and status of their vehicle’s services. 00:00 Understanding Vehicle Service Recommendations 03:52 Traffic Light Method Explained 09:19 Traffic Light System for Vehicle Maintenance 10:43 Proactively Plan for Car Repairs 13:23 Promote and Subscribe to Podcast Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Why Discounting Fails and Adding Value Wins Loyal Clients | 23 May 2025 | 00:19:57 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty tackles the hot topic of shop discounting, sharing why he believes it’s not a sustainable strategy for service advisors. He explains how leading with price attracts low-loyalty customers and undermines the value a quality shop brings. Instead, Michael encourages advisors to focus on building genuine value through transparency, outstanding customer experiences, and even simple gestures like shop tours, transforming first-time visitors into loyal, long-term clients. 00:00 "Commission vs. Client Care Debate" 03:26 "The Pitfalls of Low-Price Buyers" 08:39 "Comprehensive Oil Service Approach" 11:10 "Stand Out with Exceptional Service" 14:17 Enhancing Client Experience Strategies 16:58 Choosing Service for Experience Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Service Advisor Secrets to Better Customer Retention | 16 May 2025 | 00:15:46 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks through strategies for turning first-time customers into loyal, returning clients. He says you MUST create a memorable and personal customer experience, especially during that initial visit. Michael also outlines the value of personalized follow-up, beyond automated reminders, and suggests building a retention calendar to keep your shop top of mind without being a nuisance. 00:00 Customer Retention Challenges 05:12 Customer Misconceptions on Service Costs 06:33 "Client Retention Through Personal Touch" 10:26 Customer Appointment & Retention Strategy 13:20 Engaging Customers Beyond Car Service Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Service Advisors - Do You Smile Through The Phone? | 09 May 2025 | 00:14:47 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty tackles a recurring topic among auto shops: the importance of phone skills for service advisors. Michael emphasizes how creating a positive first impression and building value during the initial call can turn first-time callers into loyal clients. He offers actionable tips such as "smiling through the phone" with upbeat tonality, using the caller’s name to build rapport, and role-playing calls to refine skills. 00:00 "Welcoming Clients Effectively" 05:56 Award-Winning Auto Shop 07:25 Persistent Callbacks Encountered 12:13 "Building Value with New Clients" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Turning DIYers Into Loyal Customers | Service Advisors Listen Up! | 02 May 2025 | 00:19:35 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks about that issue we all struggle with... Converting do-it-yourselfers into loyal shop customers. Michael shares his personal experiences growing up around DIY car repairs and emphasizes the importance of validating a DIYer's knowledge and effort rather than dismissing it. He outlines practical techniques for advisors, such as establishing rapport through collaboration, asking qualifying questions, and explaining shop processes transparently. 00:00 Reaching Reluctant DIY Clients 04:44 DIY Car Repair Challenges 07:48 Troubleshooting Car Issues Remotely 11:20 YouTube Diagnostics vs. Professional Tools 14:21 Constructive Communication with Clients Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| How Service Advisors Can Decode Customer Body Language | 25 Apr 2025 | 00:22:46 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In today's episode, Michael Doherty dives into the art of reading customers’ nonverbal cues and matching their communication styles at the front counter. He highlights how noticing body language, energy levels, and first impressions can help service advisors build trust faster and improve approval rates on recommended work. Michael also breaks down different customer personality types—from the analytical to the expressive—and offers practical tips on adapting interactions to each style. 00:00 Understanding Customer Body Language 04:53 Understanding Customer Concerns 07:10 "Trunk Bag Check Ritual" 10:50 "Adapting to Customer Styles" 15:14 Adapting to Client Personalities 19:40 Mirroring Body Language for Clients Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Service Advisors! Are You A Visionary or Integrator? | 18 Apr 2025 | 00:16:08 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks about two types of repair shop service advisors. Visionaries and integrators. Do you know which one you are? And if you do, do you know the best way to be effective and tap into your skills? Michael will help with both today. He also talks about “golden handcuffs,” exploring the balance between rewarding loyalty and preventing burnout, and stresses the value of transparency and growth opportunities for service advisors. 00:00 Visionaries & Integrators in Business 04:11 Visionary or Integrator? Choose Wisely 08:38 Retention and Growth for Service Advisors 12:42 Golden Handcuffs: Enticing Benefits 13:40 Service Advisor Loyalty Insights Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Don't Sell To Clients, Educate Them! Tips For Service Advisors | 11 Apr 2025 | 00:18:45 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks about how to shift from a sales-oriented mindset to one focused on education and trust as a service advisor. He shares tips on enhancing customer relationships by educating clients about their vehicle needs, which creates trust and transparency. Michael also discusses the significance of prioritizing safety and reliability in service recommendations, encouraging service advisors to communicate effectively with both clients and technicians for better outcomes. 00:00 Service Advisor Sales Improvement 06:00 Explaining Air and Cabin Filters 08:23 Dental Care and Brake Pads Metaphor 10:41 Prioritizing Safety in Estimates 15:47 "Genuine Communication Boosts Sales" 16:47 Autofix Advisor Cast Sign-off Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Service Advisors! It's Time To Prep for Busy Season At Your Shop! | 04 Apr 2025 | 00:18:47 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty helps you prepare for the busy spring season! Michael says to ensure all shop equipment, such as lifts and alignment racks, are serviced and certified to avoid downtime. He also shares insights on creating a team-oriented environment where service advisors and technicians go above and beyond for clients by checking for recalls and offering personalized service. 00:00 Essential Shop Maintenance Practices 04:01 Proactive Mindset: Essential Everywhere 06:46 Embrace Transparent Vehicle Inspections 10:31 Check Vehicle Recall Status 14:27 "Helping Clients is Everyone's Job" 17:09 "Prioritizing Client Care" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Becoming a Skittle-Pooping Unicorn. AKA - A Great Advisor | 28 Mar 2025 | 00:16:04 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty shares how to become a standout service advisor. Or, like one technician on Reddit said, a "skittle pooping unicorn." Michael says early preparation for the day is critical and that an advisor should arrive at least half an hour early to set goals. Additionally, he highlights the necessity of team unity, encouraging service advisors to share positive customer feedback with technicians and suggesting small rewards to foster motivation and cohesion in the shop. 00:00 "Becoming the Unicorn Advisor" 05:41 "Reward through Team Effort" 07:52 Morning Positivity and Rewards Initiative 10:50 Boosting Service Advisor Efficiency 13:49 "Appreciation and Effort Acknowledgment" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Phone Conversation Tips For Service Advisors. Do You Actively Listen? | 21 Mar 2025 | 00:15:40 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In today's episode, Michael Doherty talks about active listening for service advisors. He points out the common issue of disengagement during phone conversations and emphasizes the significance of staying attentive and reiterating client concerns to ensure clear communication. Michael also highlights the need for adaptability in handling unexpected changes in shop schedules and effectively managing client expectations. 00:00 Active Listening Challenges in Client Calls 03:51 Active Listening in Service Calls 08:41 Proactive Client Communication 12:08 "Prioritize Client-Centric Auto Service" 13:17 Active Listening and Professional Communication Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| My Thoughts From Vision 2025 in Kansas City | 14 Mar 2025 | 00:17:21 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty shares his takeaways from Vision Hi-Tech Training and Expo. He tells the story of his travel to the event, highlighting the professionalism of the Southwest team despite the long and exhausting day. Michael also talks about co-teaching a service advisor class with Chris Cotton, describing it as an exhilarating experience that sparked his passion for teaching. 00:00 "Exhausting Travel with Lost Bag" 05:59 Customers Feel Like Numbers: 61% 07:05 "Service Advisor Best Practices" 11:25 Vision Expo Highlights & Technician Solutions 15:20 "Exceed Expectations, Personalize Service" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Advisors Listen Up! Helpful Tips For Building Estimates At Your Repair Shop | 07 Mar 2025 | 00:17:38 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In today's episode, Michael Doherty covers what you need to know about providing estimates to new customers over the phone. Michael shares personal experiences, illustrating the importance of having detailed information, like the vehicle's VIN, before giving accurate quotes. Additionally, he introduces the innovative use of Loom Video as a tool for service advisors to create personalized, engaging content that enhances customer relationships and saves time. Learn more about Loom here: https://www.loom.com/ 00:00 Phone Estimate Flexibility 03:03 Phone Estimates Require Vehicle Details 06:07 BMW Coolant Leak Preparation 11:04 "Emotional Engagement in Car Service" 15:23 "In-Shop Car Estimates Only" 16:03 "Boost Your Auto Shop Success" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| How To Manage Extended Warranty Expectations | 28 Feb 2025 | 00:19:14 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Today, Michael Doherty talks about the ever-so-dreaded topic of third-party warranty companies. If you're an advisor, you've had many headaches from dealing with them. So, what's the secret? Is there one? Michael says establishing clear policies for dealing with these warranty companies can help. Today he shares advice on how to do that. 00:00 "Proactive Service Advisor Strategies" 03:08 Uncovered Warranty Frustrations 06:41 "Extended Warranties: A Cautious Approach" 11:11 Weekend Car Clinic Event 14:59 Quarterly Vehicle Safety Workshops 17:21 "Community Building with Autofix Advisor" Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| How To Improve the Vehicle Check-In Process at Repair Shops | 21 Feb 2025 | 00:17:33 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Today, Michael Doherty talks about managing vehicle check-ins through the lens of offense vs defense. He says you should take an offensive approach by documenting the vehicle's condition with photos and notes during the check-in process. Additionally, he discusses how to improve customer satisfaction by cleaning the interior of their vehicle. Finally, Michael encourages collaboration between service advisors and technicians to ensure customer vehicles are treated with care. 00:00 Encouraging Night Drops for Efficiency 05:47 Pre-Service Vehicle Check Protocol 08:19 Car Maintenance Tips 12:26 Missed Opportunity in Car Detailing 13:57 Interior Trim Clips Advice 16:38 Revitalizing Advisors: Autofix Podcast Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| How To Improve Your First Impressions With Customers As A Service Advisor | 14 Feb 2025 | 00:18:51 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty gives you tips on how to provide exceptional customer experience as a service advisor. Michael stresses the importance of first impressions and the need to create customer confidence through effective communication and product knowledge. Lastly, Michael says you build trust by following through with promises, such as timely updates and personalized service. 00:00 First Impressions in Customer Service 06:06 Enhancing Customer Confidence 08:08 "Communication Builds Trust with Clients" 13:03 "Building Trust Through Car Repair" 14:05 Service Completion Documentation Process 17:21 Self-Care and Shop Success Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Top Tips for Managing Parts As An Advisor | 07 Feb 2025 | 00:18:58 | |
Today, Michael Doherty tells you why it's important to have efficient parts processes in place, such as setting up a Bluetooth doorbell to improve awareness when parts arrive. What do you do with the parts once they arrive, though? That's another key step, and he shares that in today's episode. 00:00 "Office Efficiency in Parts Management" 04:41 Ensuring Quality and Accountability 10:06 Top 20 Clients Appreciation Strategy 11:16 Staff Concerns: Shop Owners' Worries 16:49 Client Retention Through Transparency 17:28 Vision Expo Kansas City Invitation | |||
| Kacie Presnall's Advice to Advisors | 31 Jan 2025 | 00:29:29 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Today, Chris is joined by Kacie Presnell. Kacie shares her thoughts from her experience in improving service advisor's skills. A key focus she stresses is to personalize communication with each customer. Additionally, Kacie says it's also important for technicians to be involved in the diagnostic process with advisors. 00:00 Paramedic vs. ER Nurse Stress 04:39 Overwhelmed by Auto Maintenance Lists 07:47 Inspection Expectations and Customer Training 11:18 Pay Frequency and Financing Options 14:25 Post-Election Spending Relaxation on Vehicles 16:10 Expensive Vehicles and Parts Obsolescence 22:22 Deflecting Blame in Auto Conversations 23:48 Balanced Car Assessment: Highlight Positives 28:03 Autofix Advisor Cast Conclusion Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Why Technicians Make Great Service Advisors - Chris Cotton Explains | 24 Jan 2025 | 00:15:32 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Chris Cotton gives you tips on why technicians can make fantastic service advisors. He addresses common concerns with transitioning technicians to these roles, such as lack of customer service experience and financial implications. Chris provides actionable tips for a smooth transition, including identifying the right candidates, offering training and support, and creating clear career progression pathways. 00:00 Technicians Transitioning to Service Advisors 03:10 Essential Traits of Service Advisors 07:07 Talent Shift Impact Analysis 12:01 Technician Advisors Boost Shop Success Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Are Safety Protocols Important for Auto Repair Shops? | 17 Jan 2025 | 00:17:41 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Today, Michael tells you how important CPR training and acquiring an AED are for automotive shops. He also talks about the value of having clearly defined core values that guide the whole team. Want one thing to focus on this year? Work to build strong relationships within your team. 00:00 Start day grateful for blessings, not problems. 06:02 Promote preparedness, safety training, and teamwork culture. 07:00 Define, post, and embody core values daily. 13:19 Enhance the website with photos and videos for trust. 15:20 Prioritize safety, supplies, communication, and evolving values. Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| How to Master Scheduling and Service Bay Utilization as a Service Advisor | 10 Jan 2025 | 00:21:52 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Michael Doherty discusses the complexities of scheduling and service bay utilization today. He emphasizes the importance of recognizing the value of each incoming client call and the role of communication between service advisors, especially in multi-technician shops. Additionally, Michael discusses practical strategies such as using Google Calendar to manage appointments efficiently and understanding technician capabilities to optimize scheduling. 00:00 Phone ringing signifies crucial marketing and business opportunities. 03:28 Urgent problems take priority over routine calls. 07:08 Prioritize urgent calls; schedule flexible appointments. 12:18 Be realistic and communicate service delays honestly. Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Vision High Tech Expo 2025 Preview | 27 Dec 2024 | 00:22:54 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Dougherty takes you through the A to Z of service advising, detailing individual traits and practices crucial for industry success. Michael shares his excitement about co-coaching a class with Chris Cotton at the Vision High Tech Training and Expo in March 2025, highlighting the meticulous preparation of their course material. He also emphasizes the importance of building client trust and loyalty through personalized interactions rather than relying on scripted conversations. 00:00 Service Advisor A-Z coaching at Vision Expo. 03:03 Balance, belief, boundaries, billing, breaks, communication. 08:27 Optimize workflow with PQR skills: questions, reviews. 12:16 Identify the client's communication preference early; text preferred. 15:39 Dealing with extended warranties can be time-consuming. 17:02 Could you verify client authorization before starting vehicle repairs? 21:33 Listen, subscribe, and share the AutoFix Advisor Cast. Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| End-of-Year Reflections and Morning Routines for Service Advisors | 20 Dec 2024 | 00:22:20 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Michael Doherty discusses daily routines, parking lot scans, and communication plans for service advisors. He emphasizes the importance of a consistent morning routine to start the day energized and focused. He also shares practical tips on how to effectively scan and manage the parking lot to streamline operations. 00:00 Need morning routine: exercise, hydrate, music, plan. 05:39 Check night drop for receipts and supplies. 09:20 Stay optimistic and professional; prevent repeat mistakes. 11:37 Success reflects daily habits and improves morning routine. 13:20 Ensuring seamless operations despite unexpected challenges. 18:59 Family dedication; cherished Spanish bullfight poster. 19:56 Family and community drive my best efforts. Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Navigating Auto Repairs as a Woman with Aunt Jay | 13 Dec 2024 | 00:23:00 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Aunt Jay shares her experiences with automotive repair shops, highlighting the challenges she faced being taken seriously as a female customer. Michael provides insights on the importance of trust and communication between service advisors and clients. 00:00 Non-blood Aunt Jay: instrumental, inspiring figure. 06:02 Experiences of car maintenance as a single female. 06:49 Overcharged for car services due to gender. 12:48 Prefer female advisor; values equality and respect. 14:05 Diverse staffing in women-owned shops is beneficial. 18:28 Promote auto clinics for vehicle knowledge enhancement. 21:04 Offering $500 towards car acquisition, emphasizing service. Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| How to Turn Challenges into Opportunities for Service Advisors | 06 Dec 2024 | 00:19:38 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Michael Doherty dives into his experiences as a Service Advisor and how he learned to navigate common challenges. He discusses the importance of identifying and mitigating "uncontrollable variables" through proactive communication with clients. Michael also emphasizes the value of teamwork and clear communication within the service shop to ensure a smooth operation. Finally, he underscores the significance of building and maintaining client relationships by offering additional services and showcasing transparency. 00:00 Client communication was hindered by unanticipated vehicle issues. 03:03 Turning uncontrollable variables into controllable, learning process. 08:34 Controllable variables enhance client communication confidence. 12:42 Suggest additional services during vehicle check-in. 14:09 I recommend painting and minor body repair nearby. 17:12 Respect everyone, create opportunities, value offerings, and build relationships. Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Common Challenges for Service Advisors and How to Overcome Them with Chris Cotton | 29 Nov 2024 | 00:48:20 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Find Chris Cotton and AutoFix AutoShop Coaching here Michael Doherty is joined by Chris Cotton, a seasoned automotive coach and shop owner. Chris shares his decision to manage a shop in Durango remotely, spending minimal time on-site while empowering his team to handle daily operations. He also discusses the importance of clear and relatable communication techniques in explaining car repairs to customers, using simple analogies to make technical issues understandable. 00:00 A Cool opportunity arose amidst industry store closures. 06:01 Podcasts build relatability, leading to coaching inquiries. 07:57 Transitioned from shop owner to successful coach. 12:33 Successful clients; Auto Fix thrives with them. 14:31 Visited Los Angeles and spoke at WorldPac event. 20:32 Staggered shifts complicate coworker coordination challenges. 22:38 Empower employees to prioritize customer satisfaction. 27:16 Clients prefer quick approvals; comprehension ensures informed decisions. 30:27 Use relatable analogies to explain complex concepts. 33:50 Offer a detailed explanation for brake inspections. 34:49 Detailed vehicle inspection to justify service value. 40:06 Estimating meticulously ensures task continuity understanding. 41:57 Hard work can lead to owning repair shops. 45:01 Launching auto repair shop tech podcast soon. Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Lessons from the Movie Pulp Fiction? Michael's Help for Service Advisors | 22 Nov 2024 | 00:17:48 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty delves into the multifaceted role of service advisors, drawing a comparison to the character Winston Wolf from Pulp Fiction as a professional problem solver. Michael emphasizes the importance of communication comprehension when exchanging information with clients and colleagues to avoid potential issues, sharing personal anecdotes involving his son and a client’s online appointment request. He also shares an update, Michael announces his departure from his 15-year tenure at his workplace, excitedly anticipating his new remote position while continuing to contribute to the podcast. 00:00 Autofix Advisor Cast: Automotive insights and events. 04:20 Encourage technicians to use seat and fender covers. 06:59 The Technician is unaware of the client's tire issue concerns. 09:51 Shared car safety tips with son effectively. 13:36 The Technician praised the service advisor's supportive relationship. 16:45 Thanks, sponsors! Follow, subscribe, and share the podcast. Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||
| Daily Habits You NEED for Effective Service Advising! | 15 Nov 2024 | 00:21:43 | |
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Today, Michael Doherty discusses the importance of a structured Service Advisor Audit. He emphasizes how correct vehicle check-in pictures, including detailed documentation of odometer readings and vehicle conditions, are crucial to ensure transparency and avoid potential issues. Additionally, Michael discusses how to run documentation for diagnostics and services rendered, highlighting how it enhances customer satisfaction and operational efficiency. Finally, he outlines how tracking marketing sources for new clients can significantly aid in optimizing marketing efforts. 00:00 Correct vehicle check-in requires detailed photo documentation. 05:41 Mileage discrepancies, vehicle inspections, service advisor tasks. 09:50 Verify mileage, order accuracy, and invoicing details. 12:50 Track client sources and payment accountability process. 14:13 Thank clients, address questions, and collect client details. 17:44 Weekly data review, yes/no answers; comments needed. Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE! If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you! | |||