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How Service Advisors Should Handle Comebacks
Manage episode 491231695 series 3606997
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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"
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