AutoFix AdvisorCast

Michael Doherty [00:00:00]:
This is the Autofix Advisor Cast Powered by WorldPac. Hey, thank you for tuning in to another episode of the Autofix Advisor Cast with your host, Michael Dougherty. Hope everyone's doing well, staying healthy and staying cool. Literally. We're still having a huge heat wave across the United States. And open where you work, you got AC up front, AC in the back for the technicians. If you don't have AC in the back for the technicians, please find a method to keep them hydrated. Extremely important, you know, not only for efficiency, but to make sure that they are staying alive.

Michael Doherty [00:00:43]:
Service Advisor Nation. I saw a fantastic comment today. Actually it was a motivational thing. It said, whatever you do today, do it with the confidence of a four year old in a Batman T shirt. I love that. Whatever you do today, do it with the confidence of a four year old in a Batman T shirt. That's so cool. So as service advisors, obviously we have to have confidence when we're talking to our customers or new prospects, right? Calling in for, you know, interviewing us for services or to see if they want to come in and do business with your shop or not.

Michael Doherty [00:01:20]:
So again, confidence is key. But I put together kind of a little list of, I will call it top 10 action items, if you would, for service advisors. And all of them include confidence as well, but some more than others. So number one, master your greeting. You know, focus on making a strong first impression. Smile through the phone or in person. Speak with confidence and ensure the customer feels like they're in good hands. Can't say they enough, can't say that enough.

Michael Doherty [00:01:52]:
Super, super important. Again, you know, if they're in person, if they're on the phone, even when you're emailing, there's a way to, you know, speak eloquently with product knowledge. That way texting them, whatever their communication method is. But again, you know, you are the expert in your field and you know, use that booming voice, right? Use that booming voice of confidence to let them know they have selected the right shop, they made the right decision to come to you, you got them, you're going to take care of them and you know, you've got this, you know, just exude confidence. And that right there is going to make a huge difference compared to a lot of other shops. I'm sure you've called a restaurant before or you know, service advisors out there, you've called a restaurant or you've called, you know, somewhere for directions or whatever and the person answering the phone really just sounds like they're just there to Collect a paycheck and they don't give a rat's ass, right? You know, hey, thanks for calling. You know, how can I help you? Hey, thanks for calling. You know, what do you need? Or just, you know, not even things? For calling.

Michael Doherty [00:02:59]:
Just, you know. Yeah, yeah, you know, so not good. So again, really exuding confidence in mastering your greeting. Also with that, you know, saying the customer's name within the first few seconds, right? Getting their name, super important, right? You know, thanks for calling. You know, thanks for calling. XYZ Automotive. This is Michael. How may I help you? And who am I speaking to? Oh, this is Sally.

Michael Doherty [00:03:24]:
Oh, Sally, great to meet you. How can we help you out today? And through that conversation, bring up and use Sally's name. Everybody loves hearing their name, right? So use it in the beginning, the middle, and the end of that, you know, conversation. Greeting number two, listen more than you talk. Absolutely. I would say probably earlier in my career, I didn't do a lot of that. Not because I didn't want to, but I just, you know, hadn't built that knowledge base yet. And, you know, customers are coming in and I'm asking a lot of questions and stuff, but I'm really, you know, if you ask the right questions and let the people talk, you don't have to talk as much.

Michael Doherty [00:04:06]:
So again, quality questions. And then follow that rule, right? We got two ears, one mouth. Listen more, talk less. And again, always be respectful, right? Always be respectful to the person that you're talking to. However, there are exceptions to that. If somebody is, you know, being brass to you or brash to you, using, we'll call it filth and foul language, etc. Yeah. You know, protect your space.

Michael Doherty [00:04:32]:
I mean, you know, I have probably one or two times that I can remember in my career as a service advisor that I've had to make a client aware, literally just kind of cut them off and say, hey, if you're going to keep talking to me like that, this conversation is going to end. Let's be adults here and let's, you know, let's communicate. And, you know, they got a second warning. And after that, yeah, you're well within your right to, to, you know, hang up. You don't have to take that.

Michael Doherty [00:04:56]:
Right.

Michael Doherty [00:04:57]:
And, and no, when I say hang up, you know, don't picture, right, I'm taking the phone and I'm just, you know, I'm gonna slam it down. No, it's just a very brief right click. We're done. You know, you don't have to put up with that. And I don't think that happens to a lot of shops. But again, don't sit there and take that. But again, in that situation, I wouldn't listen to more of that. I'd probably do a little more talking and let them know what that fine line is.

Michael Doherty [00:05:24]:
But again, listen more than you talk the action item, become a master listener.

Michael Doherty [00:05:30]:
Right.

Michael Doherty [00:05:31]:
Take the time to understand the full scope of the customer's concern before recommending a service.

Michael Doherty [00:05:38]:
Right.

Michael Doherty [00:05:39]:
So, you know, case in point. Hey, you know, thanks for calling XYZ Automotive, this is Michael. How may I help you? Hey, I wanted to know if you guys did AC work, you know, and when can I bring my car in? Right, yeah. There's going to be a lot of questions that we need to address as a service advisor before we can commit to bringing them into the shop and making an appointment. So again, you know, figure out what's going on, ask qualifying questions, listen to the full scope of their concern and then, you know, recommend the service that you feel is going to be the best, whether it's a level one diagnostic, a level two diagnostic. Hey, how old is your car? How many miles are on it? I think we might be able to do a free on check and adjust to start with, etc, but you know, also tips for the listening part.

Michael Doherty [00:06:25]:
Right?

Michael Doherty [00:06:25]:
Practice reflective listening. Repeat back what they say to confirm and understand that that is actually what they're saying. So, you know, so you're saying the check engine light came on and you've been hearing a strange noise from the engine, is that right?

Michael Doherty [00:06:42]:
Right.

Michael Doherty [00:06:42]:
Always kind of mirror back to them, repeat back to them what they said. Because I've had the situation before where somebody says XYZ and then they bring the car in and it was something totally different. So again, right, we'll call it reflective listening. You're pitching it back to them to making sure that's exactly what the concern is.

Michael Doherty [00:07:02]:
Right.

Michael Doherty [00:07:03]:
Number three on the list of top 10 sell solutions, not services. Again, I can't preach this enough and if shops are still doing it, shame on you. You know, we're not here to sell clients, we're here to guide them. We're here to give product knowledge, provide options and make them feel comfortable to let them want to do business with you.

Michael Doherty [00:07:31]:
Right.

Michael Doherty [00:07:31]:
So we're selling solutions, not services. Right. So action item there shift from just pushing services to offering real solutions to customer problems. And what does that look like?

Michael Doherty [00:07:46]:
Right?

Michael Doherty [00:07:46]:
I mean, paint the picture of how the repair or service will improve their concern or their experience and focus on peace of mind and safety.

Michael Doherty [00:07:56]:
Right.

Michael Doherty [00:07:57]:
I can't stress that enough, especially if you've had a client come in for a primary concern, you've identified their primary concern. We've done a digital vehicle. On the digital vehicle inspection on the vehicle, you are giving them a call to let them know what their primary concern is. And instead of just, you know, going for, I will call it, you know, the graveyard.

Michael Doherty [00:08:14]:
Right.

Michael Doherty [00:08:15]:
The service and maintenance stuff, you know, really look at it right. Objectively. Was there any safety items on their vehicle that, you know, really need attention? Before you start mentioning the service and maintenance stuff, think of again as somebody that you. So somebody's vehicle that you really like. Is it a family member, is it, you know, is it a friend, is it a girlfriend, a boyfriend, whatever. However, like I said, you know, think of it as it's that person's car. And how would you want to explain it to them in a way that they understand where you're coming from? And again, you're offering solutions to their problem.

Michael Doherty [00:08:52]:
Right.

Michael Doherty [00:08:52]:
Number four, provide clear and transparent estimates.

Michael Doherty [00:08:57]:
Right.

Michael Doherty [00:08:58]:
The action item on that.

Michael Doherty [00:08:59]:
Right.

Michael Doherty [00:09:00]:
Ensure customers know exactly what they're paying for, including parts, labor and any additional fees. And yes, you know, there are going to be situations that are not accounted for. Broken bolt, Gosh. I mean, so notorious on a lot of the German vehicles, Audi and Volkswagen in particular, the upper front position, er, passenger and driver, upper front and upper rear position control arms. There's a pinch bolt that connects the two of those near two ball joints.

Michael Doherty [00:09:36]:
And.

Michael Doherty [00:09:39]:
That bolt is notorious for seizing and having to be drilled out. So in, you know, situations where you have repetitive issues with vehicles that, you know, bolt's gonna break, you know, you're gonna need additional parts because it's just, you know, nine out of ten times that it happens, you know, price that into the job. The extraction of the bolt or bolts in case point and you know, case in point and you know, let the client know that you're putting these into the estimate as well, because it's very common so that there's not a surprise when you start that job. And as again, as a service advisor, as you knowing and you being the expert that this is a high probability problem and waiting for, for it to happen and then calling them back and saying, oh, Mr. And Mrs. Jones, you know, now it's going to be another 200, $300, you know, price it out in advance, let them know that there is a high probability that this additional stuff will be needed with this repair. Again, based on experience, based on it happening 9 out of 10 times with these particular vehicles and we've priced this out in advance for you, that's part of that job. However, if we determine that it's not needed, then that additional parts and labor is going to come off the job.

Michael Doherty [00:10:50]:
So we don't want to give you any surprises. Right. So again, just, you know, providing clear and transparent estimates. I think that plays definitely in line with, again, you know, ensuring customers know exactly what they're paying for, including parts, labor and any additional fees. Tip on that one. If you have to adjust pricing, communicate proactively and give them options that may fit their budget.

Michael Doherty [00:11:13]:
Right.

Michael Doherty [00:11:13]:
So again, not all the time, but again, if you have little situations that happen very commonly on vehicles, doesn't matter what kind of job it is, if it happens and you know it's going to be a problem, build it into the repair. Don't treat it as well. I'll just wait till that happens. Nobody likes surprises. Not the technician, not the service advisor, and definitely not the client. So I think that's the best way to handle that number five upsell without pressure. I don't really like the word upsell, but you know, again, you know, I think it still is in line with what we're talking about. Action item rate, recommend additional services that benefit the customer, but without being pushy.

Michael Doherty [00:11:54]:
So, you know, when we've been doing this long enough, again, we can tell which vehicles have additional things that might be needed. So case in point, we did a lot of BMW work where I worked as a service advisor and on a lot of the BMWs N52 engine, six cylinder engine on a BMW naturally aspirated, the starter was located under the intake manifold. So if we were doing any work under the intake manifold and the vehicle had more than say 50,000 miles on it, I would proactively price out a job to replace the starter while the intake is already off. And reason for that is it's a labor savings for the client, letting them know that this is going to be a common failure point on this engine for this vehicle. And hey, while we already have the intake off, we could do the job for X. Usually it's a la carte, it runs this price, but we can do it for this price. So I wouldn't call it an upsell. I call it being proactive.

Michael Doherty [00:13:02]:
And again, getting out in front of letting them know this is going to be an issue and we want to get out ahead in front of it and give you the option, Mr. And Mrs. Jones, to take care of it before it becomes an issue before you go up and it happens and you can't start the vehicle, then you got to have it towed back in. Is it going to happen tomorrow? Probably not, but it's going to happen. And nine times out of 10 that customer is going to say, hey, thank you so much for letting me know that I'd like to move forward with that. Again, you know, paying the picture of, you know, you're recommending something for their benefit and you know, tip on that one, it falls in line with what I mentioned about the starter. But frame your suggestions around customers needs or potential issues that they may face in the future. So again, if there's something that you can recommend proactively while you're doing a repair and it's a labor savings to them and you can make a couple bucks on it and still, you know, provide the part, everybody wins, right? Nothing wrong with that.

Michael Doherty [00:13:59]:
But number six, use effective follow up. Super, super important, right? I, I've never looked at it as, you know, once you call the customer back, let them know, hey Mr. Mrs. Jones, great news. Your vehicle's ready for pickup. We'll be here today until 5 o', clock, 6 o', clock, whatever time your business is open until. Would you like to pick up the vehicle today?

Michael Doherty [00:14:21]:
Right.

Michael Doherty [00:14:22]:
Reason I asked that question that way I know. Am I going to put it on the front line for them to come pick up so that after they come in, we settle up, they walk out the door, there's their vehicle, it's face out, they hit the road, they're, they're gone, they're happy. Or if they're not picking up the vehicle that night or that day, I'm not going to put it on the front line. I'm going to probably park it off to the side a little bit and then the next morning I'll probably pull up to the front line. But the follow up part, I don't believe that after they come in and we'll call it, you know, the, the financial handshake, right. Your investment today is X amount of dollars. Thank you so much for your business. Would you like a email copy of your receipt? Would you like a paper copy? Whatever you guys do for that, but it's not a handshake and hey, see you later.

Michael Doherty [00:15:08]:
Call us when you need something. I really think it's important to, and I know a lot of CRMs. There's an automated part of this that you know, 48 hours later, 24 hours later, you send them a message and it says, hey, I just want to see how the service was, it's usually AI incorporated, but you know, I want to see how the service was. If you were happy, could you please put a review on Google for us? There's nothing wrong with that, but there's no personal connection there. There's no personal touch. So I really feel like the effective follow up is after they have left somewhere. And again, it's based on time. So if they pick up the vehicle that morning, you know, call it before 11:00am sometime that afternoon.

Michael Doherty [00:15:50]:
Right.

Michael Doherty [00:15:51]:
Late afternoon, mid afternoon, 3:00', clock, 4:00', clock, I'm probably going to call them and say, hey, I just want to touch base, make sure you're happy with everything. By the way, you're probably going to get an automated message from us if you haven't already. But again, I just wanted to thank you for your business. We know you have choices and thank you for continuing to come back to us if it's a repeat client, if it's a new client. We hope that you had a fantastic experience with us and we welcome you back anytime you're ready or need something and that you tell your friends and family about us. Hopefully we created that great experience for you. But in any event, you know, again, that personal touch, that's what I consider an effective follow up. Not just letting your CRM send them an automated message, really showcasing that you are appreciative of their business and that you're inviting them to come back.

Michael Doherty [00:16:40]:
And again and again and again.

Michael Doherty [00:16:41]:
Right.

Michael Doherty [00:16:41]:
That's what it's all about. But you know, the tip on that, I already said it, make it personal.

Michael Doherty [00:16:47]:
Right.

Michael Doherty [00:16:48]:
Hey, I wanted to check in and make sure your car is running great after the oil service we performed or whatever you guys did to the vehicle. But again, that personal touch is super important. Please make time to do that every day for the customers that you are checking out. Number seven, get comfortable with customer objections. What is that? So address any pushback confidently. And we talked about confidence again in the beginning of this, you know, advisor cast. Whether it's price concerns or the urgency of a repair, be prepared with solutions.

Michael Doherty [00:17:25]:
Right.

Michael Doherty [00:17:26]:
So again, I've had situations before where, you know, a client, you know, drops a car off, they're, you know, they say they're not in a rush, call you and it's ready and then, you know, the next day, right, you call them to give them an update and they're like, oh, I have to go out of town.

Michael Doherty [00:17:40]:
Right.

Michael Doherty [00:17:41]:
I have to go out of town. I need this, I need this right now.

Michael Doherty [00:17:43]:
Right.

Michael Doherty [00:17:43]:
Their situation changed And I hate to say it, but these are cars that are up on a lift. We've got an oil pan off a car. It's going to take another 6, 7 hours to finish this job. Yeah, on an oil pan. Yeah. On a BMW X5, all wheel drive, you bet. You know, subframes coming down, front differentials coming out, seals galore, axles are out. To do an oil pan reseal or gasket, it's crazy the amount of labor that's involved in doing that.

Michael Doherty [00:18:13]:
And again, you know, they're, it's an emergency happened and they're, they're kind of getting on you. Well, I need my car back. I need my car back. You know, don't get upset, take a breath, let them know confidently that that's not realistic and that, you know, at this point it'd be suitable for them to possibly rent a car or if you've got a loaner that you can lend them. But again, you know that I would consider not much of an objection. But again, it's uncomfortable and it will happen to you at some point in time. Again, it wasn't a preplanned thing, it just something happened and they need their car. Try and work with them to figure out a solution.

Michael Doherty [00:18:49]:
And no, I'm not saying have your technician stay till 10 o' clock at night to fix that vehicle. It's not right. But again, it starts with communication and, you know, transparency of what you can and can't do. But the big tip here is empathy, right? Empathy is key. Not just saying, hey, that's unrealistic, I can't do that. Saying, oh man, you know, I really, I hope everything's okay. I'm sorry, you got an emergency, you got to go out of town. However, you know, here's what we're currently dealing with.

Michael Doherty [00:19:19]:
Let me paint the picture for you. You know, we've got your vehicle up in the air, it's halfway torn apart. I wouldn't say torn apart, but it's halfway disassembled and we are just, it's not realistic for us to put this back together in four hours. So, you know, let's talk about solutions. What can we figure out for you? You know, do you have it, you know, does your insurance company, will they cover you for a rental car that's worth looking into. You know, I will check internally if we have a loaner car we could lend you. You might have to rent a car. Again, talk about solutions and you know, come up with one.

Michael Doherty [00:19:51]:
But again, empathy in those situations is key number eight. Know your shop's services inside and out. Yes, absolutely. And if you're not sure, don't talk about it. Find out. Never say something that you're not sure about. Say, you know what, that's a great question. Or I'm not sure.

Michael Doherty [00:20:11]:
I'll be happy to inquire and get back to you. Do not BS somebody just to speak. It's not worth it. You'll lose credibility. And if you're wrong, it's going to be hard to get back out of that. It's going to be hard to talk your way out of that. So, number one, I think product knowledge is key. And again, having worked in the industry for a little over 30 years, 22 of that as an active service advisor, gosh, there's so many part numbers that are still just burned into my brain for all types of vehicles.

Michael Doherty [00:20:40]:
And, you know, right now in my head, as I'm talking to you guys and service advisor and, you know, I'm coming up with schematics in my head of parts diagrams from real oem. I'm in the parts room, you know, looking, you know, in my head at, you know, the oil filters we had in stock, the batteries, agm, lead acid. Just, I mean, gosh, I could tell you where everything was. You could put me in the parts room blindfolded, lights off, and I could probably pick out the right part. That's how in tune I was with the inventory and just being there and knowing what's going on with the vehicles that we're servicing. So, again, you know, know the shop's services inside and out. And I know sometimes it's not often talked about, but you know, keep in mind with the alignment racks that you have, the hunter alignment racks especially, there are software updates for those. And I would definitely recommend if you haven't in a while, because it's not something you really think about until you get that car that you're not able to do new.

Michael Doherty [00:21:41]:
Oh, man, I can't do this. I got to have a software update done and it's going to take two to three weeks to get the rep out here, you know, quarterly.

Michael Doherty [00:21:49]:
Right.

Michael Doherty [00:21:50]:
Kind of get that in your mind, do I need to call the hunter rep or whatever alignment, you know, whatever alignment system you're using, but especially now with all of the ADAS stuff, if your shop is doing ADAS calibrations when you're doing alignments, things of that nature, there's a lot more software involved and a lot more time on the alignment as well. You know, labor time to do Those things. And again, explaining to the customer what's involved with some of these calibrations. But again, you know, proactively, you know, mark down on a calendar with your shop foreman, you know, once a quarter, hey, do we need to get in contact with our rep to have them come out and do a software update? Because as more technology comes out with these vehicles, more updates are needed and you don't want to be caught with your pants down when you've got a vehicle up on the lift and, or the alignment rack and you know you can't do the calibration or you're halfway through and then you find out you can't do the rest. It's not good. So again, proactively try and do those things to keep ahead. But again, know your shops services inside and out. And again, I mentioned it just a couple minutes ago, but tip.

Michael Doherty [00:22:54]:
If you can't answer a customer's question immediately, promise to find the info and get back to them. But make sure you do get back to them. And again, please, please, please do not BS them just to get them off the phone or you know, if they're in person, just, just tell them some bs. It's, it's not worth it, man. It just isn't. Number nine, keep it light and friendly. Absolutely. So while professionalism is a must, do not be afraid to inject a little humor and personality into your conversations.

Michael Doherty [00:23:28]:
And I would probably recommend doing this more so with repeat customers.

Michael Doherty [00:23:32]:
Right.

Michael Doherty [00:23:32]:
I think first time clients especially because let's face it, when they're calling you and you know it's a first time client, you know you're going to ask, right? Hey, how'd you hear about us? I hope you're asking how they heard about you because your marketing wants to know. Your marketing department definitely wants to know. So hey, how'd you hear about us? Oh, I moved to town recently. My next door neighbor recommended you guys or I happened to be driving by and I saw you guys and I wanted to stop in, you know, you know, I'm a first time customer or whatever. Oh great. You know, that's going to be a little more of a, we'll call it a professional type of situation because you're getting to know the customer, right. And not everybody's the same. Some people don't take jokes very well, things of that nature.

Michael Doherty [00:24:14]:
But again, you know, as they become repeat clients, you know, you can kind of caught up a little bit with them and it's actually funny as they become repeat clients and tell me this isn't the truth. You know, the first time they come in, they say they're going to be there at 8 o'. Clock. Man, they are there at 8 o'. Clock. They show up at 7:45, right? They're sitting out in the parking lot waiting for you to open that door. They're in there, you know, first, usually first customer of the day. That's just how it works.

Michael Doherty [00:24:42]:
Their second visit, probably on time. Third, fourth, fifth visit, not on time. They're kind of, you know, half hour late, 40 minutes late. You're calling them a half hour and. Hey, John, I just wanted to see if you were still coming in today. We had you on the schedule. Oh, yeah, man, I just. I was getting a coffee.

Michael Doherty [00:25:01]:
I'll. I'll be there in a little bit. Don't worry about it. I'll be there a little bit. Okay. Okay. They really get loosened up, you know, by the third, fourth, fifth visit. And now I'm not saying that's everybody, but I definitely have had my fair share of, uh, we'll call it lackadaisical people that don't have time commitments.

Michael Doherty [00:25:18]:
But hey, point is, they showed up. Let's get it going. Let's make them happy. But it's just so funny. Like once they get comfortable, they just kind of like let their guard down and they don't show up on time. So number 10, leveraging customer feedback, right? So encourage customers, right? Encourage customers to share feedback, whether it's good or bad. And use that to improve your performance. If you hear it's great every time, it's, you know, you were fantastic.

Michael Doherty [00:25:47]:
I give you guys a hundred percent. Nothing was wrong. Every time, every time, every time, every time, every time. I mean, this isn't Pleasantville. There's gonna be somebody who's not gonna be happy with something, and there is a time and not a time to ask those questions, right? If a customer is checking out and it's the only customer that's in the front area checking out, there's not somebody behind them. There's not somebody in the waiting lounge. You know, I'll ask those questions if. Or I will not ask those questions if it's just them at the front counter, nobody's behind them.

Michael Doherty [00:26:24]:
Or maybe I didn't say that right? If it's just them at the front counter, nobody's behind them, nobody's in the waiting lounge, I'll ask those questions. If there is somebody in line behind them to check out. If there are people in the lounge waiting, I will not ask that question. But again, you know, asking for feedback, you know, I think that's important. And a really easy one, right? A really easy one is, hey, you know, could we have done something differently to make your experience better at this service visit? I don't think somebody would berate you at the front counter if they were really happy about something. But I think it really gives you a chance to level up, right. As a customer service rep to, to really know where you stand with that individual, that customer.

Michael Doherty [00:27:06]:
Right.

Michael Doherty [00:27:06]:
And again, very simply put, right. Is there anything that we could have done differently to provide you with a better experience at this visit or today?

Michael Doherty [00:27:14]:
Right.

Michael Doherty [00:27:14]:
Depending on the car was there for a couple of days or they're just the same day service. Right. But I really like that raise or anything that we could have done differently to make it a better experience for you. And it's just, it's not a bad question to ask because again, it lets you level up, right? I mean, the whole goal is get better, right? Get better at what you're doing, become more efficient. But if you don't ask, they're not going to tell you. And I think that's important to know, right. I, I wanted to get better. I would ask those questions.

Michael Doherty [00:27:43]:
Sometimes I didn't like what I was told. But you know what, they're being honest. I'm asking an honest question, I'm expecting an honest answer. So again, it gives me, gave me a chance to up my game. And the next time they came in, whatever they told me, that wasn't why they would give me a glowing review or, you know, their shop. A glowing review or not a personal thing, but just maybe, you know, hey, I didn't like that you didn't, you know, communicate with me as well as maybe you could have or, you know, I had to show up unannounced to get an update or whatever. Something along those lines where, you know, it pushes you to acknowledge that you're human.

Michael Doherty [00:28:22]:
Right.

Michael Doherty [00:28:23]:
And you know, you can literally, depending on your shop software or your CRM, you could probably open up a tab for that particular client. There's probably a notes section, you know, and type in their gripe, right? Type in their gripe, type in their comment. And that way when you pull them up next time in the system, when they call them for an appointment, you're going to see that note. Oh yeah. Last time John was here, he said that he didn't feel that I did X, Y or Z or John said I did everything fantastic. He wouldn't change anything that I did.

Michael Doherty [00:28:52]:
Right.

Michael Doherty [00:28:52]:
Or how I treated him or the experience that he had with our shop. But again, it gives you a chance to up your game and right. So tip, don't shy away from negative feedback. Use it to show your commitment to improvement and say thanks for letting me know. I'll definitely work on that and make sure that you have a smoother experience next time. That's what it's all about, right? We want them to come back and I think asking those questions again, you know, really, really easy. You know, is there anything we could have done differently at this service? Is it to provide you with a better experience? And I think nine times out of 10, if you did the right thing and you took care of them, they're gonna say, no, it was fantastic. You and your team did an awesome job.

Michael Doherty [00:29:31]:
And yeah, you know, pat yourself on the back, mission accomplished. But Service Advisor Nation, that is my top ten for the evening. I appreciate you. Thank you for letting me do another episode of the Autofix Advisor Cast. Can't say it enough. And please, you know, make time for self care. I was very guilty in my career of kind of not taking long enough lunch breaks, getting out of the front end and, you know, kind of skipping out on lunch sometimes. I mean there's.

Michael Doherty [00:30:03]:
We can be efficient, we can take care of our clients the best we can, our co workers, technicians, etc. But if we don't take care of ourselves, we can't take care of somebody else. It starts with us, right? It starts with you individually. Take care of yourself and yeah, make it happen. Love you guys. Appreciate you. And until next time, thank you, Service Advisor Nation. Have a good one.

Michael Doherty [00:30:28]:
Hey, thanks for listening to the Autofix Advisor Cast. If you're ready to take your shop to the next level, check out our sponsor, WorldPAC and the WorldPAC Training Institute, WTI. Big thanks to them for their sponsorship. Follow the podcast on social media for more insights and subscribe so you never miss an episode. Oh, and tell your friends we want to help the industry grow and help advisors love their jobs again. See you on the next Autofix Advisor Cast.