All Episodes
Displaying 1 - 29 of 29 in total
How Service Advisors Can Decode Customer Body Language
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...
Service Advisors! Are You A Visionary or Integrator?
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 y...
Don't Sell To Clients, Educate Them! Tips For Service Advisors
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 e...
Service Advisors! It's Time To Prep for Busy Season At Your Shop!
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 servic...
Becoming a Skittle-Pooping Unicorn. AKA - A Great Advisor
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 ear...
Phone Conversation Tips For Service Advisors. Do You Actively Listen?
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 e...
My Thoughts From Vision 2025 in Kansas City
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 profession...
Advisors Listen Up! Helpful Tips For Building Estimates At Your Repair Shop
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, illust...
How To Manage Extended Warranty Expectations
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....
How To Improve the Vehicle Check-In Process at Repair Shops
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 ...
How To Improve Your First Impressions With Customers As A Service Advisor
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 impres...
Top Tips for Managing Parts As An Advisor
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...
Kacie Presnall's Advice to Advisors
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 personali...
Why Technicians Make Great Service Advisors - Chris Cotton Explains
In this episode, Chris Cotton gives you tips on why technicians can make fantastic service advisors. He addresses common concerns with transitioning technicians to the...
Are Safety Protocols Important for Auto Repair Shops?
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 ...
How to Master Scheduling and Service Bay Utilization as a Service Advisor
Michael Doherty discusses the complexities of scheduling and service bay utilization today. He emphasizes the importance of recognizing the value of each incoming clie...
Vision High Tech Expo 2025 Preview
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 sh...
End-of-Year Reflections and Morning Routines for Service Advisors
Michael Doherty discusses daily routines, parking lot scans, and communication plans for service advisors. He emphasizes the importance of a consistent morning routine...
Navigating Auto Repairs as a Woman with Aunt Jay
Aunt Jay shares her experiences with automotive repair shops, highlighting the challenges she faced being taken seriously as a female customer. Michael provides insigh...
How to Turn Challenges into Opportunities for Service Advisors
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 mitiga...
Common Challenges for Service Advisors and How to Overcome Them with Chris Cotton
Find Chris Cotton and AutoFix AutoShop Coaching hereMichael Doherty is joined by Chris Cotton, a seasoned automotive coach and shop owner. Chris shares his decision to...
Lessons from the Movie Pulp Fiction? Michael's Help for Service Advisors
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 profe...
Daily Habits You NEED for Effective Service Advising!
Today, Michael Doherty discusses the importance of a structured Service Advisor Audit. He emphasizes how correct vehicle check-in pictures, including detailed document...
Mastering Appointment Scheduling and Team Communication in the Auto Repair Shop
In this episode, Michael Doherty explores the intricacies of appointment scheduling and team communication in automotive service shops. He stresses the importance of p...
Walk-ins, Calls, and Emails Strategies for Service Advisors to Help with New Client Growth
In this episode, Michael Doherty focuses on strategies for capturing and retaining new clients in an auto repair shop. Michael emphasizes the importance of showing val...
Step-by-Step Guide to Effective Client-Guided Sales for Service Advisors
In this episode, Michael Doherty emphasizes the importance of client-guided sales in the automotive repair industry. Michael discusses the significance of providing tr...
How to Build Long-Term Trust with Technicians as a Service Advisor
In this episode, Michael Doherty dives into the significance of building and retaining relationships with coworkers and clients. He shares a personal experience where ...
Ep. 1 - Building and Retaining Client Relationships as an Auto Repair Service Advisor
In this episode, Michael Doherty shares his journey of becoming a service advisor, beginning as a porter and detailer, to having an experienced mentor guide him throug...
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