All Episodes
Displaying 1 - 20 of 47 in total
Service Advisors - Act Like You Already Do Business Together with New Customers!
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. Mich...
The Five Performance Levels for Service Advisors | Level Up Today!
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 f...
Service Advisors NEED to Use "The Honest Agreement"!
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. M...
STOP Being Transactional!! - Start Growing Lasting Relationships with Every Customer
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 satisfie...
Two-Week Service Advisor Challenge - "Just Say Yes"
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...
The Power of Pre-Appointment Estimates for Service Advisors and Auto Shops
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 ...
Top 10 Service Advisor Action Items for Building Customer Confidence and Success
In this episode, Michael Doherty shares his top ten action items, highlighting the importance of greeting customers with confidence, mastering the art of active listen...
Service Advisors: It's Time to G.R.O.W. Up!
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 out...
Convert More Calls With Empathy and Clear Communication in Your Shop
In this episode, Michael Doherty talks about how to turn transactional phone calls into valuable opportunities for customer connection. Michael emphasizes the importan...
How Service Advisors Should Handle Comebacks
In this episode, Michael Doherty discusses how service advisors can effectively handle comebacks in the automotive repair industry. Michael emphasizes the importance o...
The History of the Service Advisor Role in Auto Repair
In this episode, Michael Doherty takes listeners through the evolution of the service advisor role in the automotive industry. Michael highlights the shift from handwr...
Turning Price Shoppers Into Loyal Clients at the Repair Shop
In this episode, Michael Doherty explores effective strategies for dealing with price shoppers in the service advisor role. Michael emphasizes that price inquiries are...
Why "Waiters" At Your Repair Shop Are KILLING You!
In this episode, Michael Doherty addresses the challenges related to "waiter" vehicles at repair shops. Michael provides honest insights from recent discussions with s...
Use The Traffic Light Method to Retain More Clients!
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 n...
Why Discounting Fails and Adding Value Wins Loyal Clients
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 h...
Service Advisor Secrets to Better Customer Retention
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 perso...
Service Advisors - Do You Smile Through The Phone?
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 pos...
Turning DIYers Into Loyal Customers | Service Advisors Listen Up!
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 exp...
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...