by Marc McGurren | Oct 18, 2025 | Automotive Best Practices, Automotive Service Training
Fix Service Advisor Communication Gaps Fast The Real Cost of Disappearing Advisors Picture this: A technician is ready to call a customer for approval. The RO is open, the work is halfway done, and the clock is ticking. But the service advisor? Nowhere to be found. No...
by Marc McGurren | Oct 12, 2025 | Automotive Best Practices, Automotive Service Training
From Guesswork to Trust: A Service Advisor’s Turnaround The Day It All Went Sideways Jake had done this job a hundred times. Or so he thought. It was a typical Monday morning in the dealership service department—phones ringing, customers lining up, technicians already...
by Marc McGurren | Oct 6, 2025 | Automotive Best Practices, Automotive Service Training
From Silence to Systems: A Technician’s Workflow Breakthrough The Moment Everything Stopped It was just after 10 a.m. when the diagnostic light turned green. The technician wiped his hands, satisfied with the quick diagnosis — a faulty O2 sensor. He walked briskly...
by Marc McGurren | Oct 2, 2025 | Automotive Best Practices, Automotive Service Training
Fix Service Advisor Downtime Fast with a Backup Plan When a technician finishes a diagnostic and walks up front to relay the findings—only to find the service advisor missing, with no update, no handoff, and no backup—it’s more than just an inconvenience. It’s a...
by Marc McGurren | Oct 1, 2025 | Automotive Best Practices, Automotive Service Training
From Silence to Trust: A Service Advisor’s Wake-Up Call The Day Trust Broke Down in the Service Lane “I thought someone would’ve called me by now,” the customer snapped, her voice tight with frustration. Standing behind the service counter, Jake—the service...
by Marc McGurren | Sep 26, 2025 | Automotive Best Practices, Automotive Service Training
Industry Report: Communication Breakdowns Undermining Fixed Ops The Silent Killer in Fixed Ops: Communication Breakdown A few weeks ago, I was coaching a service advisor who had just taken a beating from a customer over a missed callback. The advisor swore he had...
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