Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty hosts his final Autofix AdvisorCast and shares heartfelt reflections on the evolution of customer expectations in the automotive industry. He emphasizes that today's customers want Amazon-like convenience, high-end service, and genuine warmth from their repair shops. Key takeaways include the importance of setting clear, realistic boundaries with clients, leveraging proactive and empathetic communication to build trust, and maintaining consistency through strong systems and daily habits.
If you'd like to be the next host of this podcast, contact Chris Cotton at Chris@autofixsos.com
Timestamps:
00:00 Passing the Torch: Autofix AdvisorCast
03:45 Managing Expectations Builds Trust
10:11 "Truthful Service with Tact"
13:57 Proactive Communication Prevents Client Loss
16:27 Customer Service Beyond Transaction
17:58 "Excellence Starts with Habits"
22:57 Passing the Autofix Advisor Baton
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, host Michael Doherty dives into the power of selfless teamwork in building an unstoppable shop culture. Michael shares personal experiences, emphasizing how serving one another leads to greater trust, efficiency, and customer satisfaction. He outlines actionable steps for fostering a winning mindset and promoting daily habits that elevate the entire team.
Timestamps:
00:00 Teamwork Makes Work Easier
05:37 Passion Fuels Success
07:07 Positive Mindset Drives Success
09:53 "Turning Negatives Into Positives"
14:21 "Prioritizing the Customer Always"
18:13 "Strive, Grow, Serve, Unite"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty breaks down the concept of “client guided sales” and how it transforms the traditional sales approach for service advisors. Michael emphasizes the importance of using detailed diagnostic information and photos to build trust with clients, as well as the need for clear communication and patience throughout the estimating process. He also discusses how prioritizing the client’s main concerns, being transparent with recommendations, and making clients feel valued can set a shop apart in a competitive market.
Timestamps:
00:00 Review Info Before Estimating
04:04 "Importance of Client Communication"
07:53 "Review Estimates Before Sending"
10:52 Client-Guided Sales Approach
12:57 "Client-Guided Sales Strategies"
19:19 "Client-Guided Sales Approach"
20:24 "Client-Guided Sales & Rapport"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty dives into the essentials of maintaining a healthy, positive mindset as a service advisor. He emphasizes the power of positive self-talk and how it sets the foundation for confidence and resilience, especially during challenging days. Michael also highlights the importance of self-care—like staying hydrated, taking breaks, and giving yourself grace on tough days—to avoid burnout and consistently deliver exceptional customer experiences.
Timestamps:
00:00 Inner Voice Shapes Positive Mindset
05:28 "Daily Self-Care for Clarity"
07:13 Effort Matters, Not Perfection
13:44 Cultivating Positivity in Communication
15:46 Clear Communication with Customers
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty recaps his experience at the ASTA Automotive Service Tire Alliance Expo in Raleigh and dives into why ongoing learning is crucial for service advisors. He emphasizes that teachability—not just technical expertise—sets advisors apart in today’s rapidly evolving automotive industry. Michael also shares practical tips for improving communication between service advisors and technicians, as well as advice on learning from customer interactions to continually grow in the role
00:00 "Adapting to Industry Changes"
03:22 Teachable Advisors Triumph
08:40 Enhancing Technician-Advisor Communication
10:35 Effective Technician Communication Strategies
15:11 Commit to Continuous Improvement
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty celebrates 50 episodes of the Autofix Advisor Cast and shares powerful advice for service advisors looking to grow in the industry. Michael stresses why direction is more important than speed, encouraging advisors to focus on heading the right way rather than rushing through tasks. He also highlights the importance of controlling what you can—like your attitude, time management, and communication—to create a positive shop environment. Finally, Michael reminds listeners that failure isn’t the end, but fuel for growth, and emphasizes how building relationships with both customers and coworkers makes all the difference in service advising.
Timestamps:
00:00 Attitude and Mindset Define Success
03:49 "Control Feedback and Communication"
08:23 Promoting Positive Workplace Communication
12:01 "Address Issues, Boost Business"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty talks about phone skills for service advisors. He emphasizes the importance of treating every incoming call as a quality lead, urging advisors to dig deeper and ask better questions rather than making quick judgments about customers. Michael also highlights that building trust and long-term relationships starts with that very first phone call, and reminds advisors that objections from customers are often just hidden opportunities to build value and confidence.
Timestamps:
00:00 Defining Quality Leads for Advisors
03:45 Client Calls: An Advisor's Opportunity
08:23 Probing Questions Boost Customer Trust
10:36 "Focus on Relationships, Not Sales"
15:12 "Building Relationships for Business Growth"
16:59 "See You at SEMA?"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty dives into the challenges service advisors face when it comes to avoiding uncomfortable tasks. Michael emphasizes that true growth happens when you tackle the work you tend to put off, like making follow-up calls or asking for reviews. He also highlights the importance of preparation and discipline, explaining how showing up early and consistently putting in effort builds trust with both your team and your customers.
00:00 "Confront Avoidance, Achieve Success"
03:33 Work Ethic in Service Advisory
08:45 Responding to Customer Reviews
11:23 Morning Prep Prevents Chaos
15:47 "Discipline Builds Trust and Confidence"
19:15 Prioritize Tasks and Build Confidence
20:49 "All-Star Ensemble"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty dives into the mindset shift required for service advisors to truly make a difference beyond just processing repair orders. Michael emphasizes the importance of building genuine client relationships, educating rather than pressuring customers, and the need for advisors to see their daily work as a craft rather than a grind.
00:00 "Beyond Service Advisor: Difference Maker"
05:24 Purpose Beyond Paychecks
09:23 "Client Education Over Pressure"
11:56 Attitude Shapes Your Success
14:14 Navigating Challenges in Automotive Marketing
19:39 "Customer Feelings Drive Success"
20:54 Seasonal Transition and Appreciation Message
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
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. Michael highlights the importance of making every interaction about building relationships and trust, starting with a warm, confident greeting. He also emphasizes using language that sets your shop apart—like saying you “specialize” in certain services—to help prospects feel valued and understood.
00:00 Client-Centric Automotive Engagement
03:09 Building Trust Through Personal Connection
06:12 Customer Experience in Auto Repairs
11:13 "Building Customer Relationships"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
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 five levels of performance for service advisors and emphasizes that reaching elite status starts with mindset and relentless self-improvement. Michael also shares actionable tips for leveling up—like adopting personal accountability, seeking continuous education, and putting in extra effort when no one’s watching.
00:00 "Choosing Your Service Advisor Level"
03:55 Path to Personal Growth Success
07:45 Maximizing Time for Success
12:56 Path to Elite Service Advisor
13:48 "Success Through Hard Work and Growth"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
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. Michael explains that transparency—from clear communication about costs, timelines, and risks to proactively updating clients about challenges—sets the foundation for lasting relationships in the automotive service industry. He also shares actionable tips for implementing these trust-building practices in your shop, stressing that honesty isn’t a weakness but a critical strength for long-term client loyalty.
00:00 "The Honest Agreement: Building Trust"
03:39 Building Trust Through Honest Agreements
08:09 Transparent Communication: Building Trust
11:14 Honesty as a Strength
13:43 Strengthening Client Relationships
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
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 satisfied customers into loyal advocates, like making personal follow-up calls instead of relying solely on automated surveys. He emphasizes the importance of building genuine relationships, sharing positive feedback with technicians, and always looking for ways to improve the customer experience.
Timestamps:
00:00 Overcoming Sales Obstacles
04:52 Beyond Transactions: Show You Care
07:25 Customer Experience and Feedback Matters
11:54 "Service Advisor Confidence Boost"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
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 going beyond the basics by saying “yes” to every qualifying service call and taking in vehicles on the same day, pushing advisors to step out of their comfort zones. He also shares practical strategies on maximizing shop efficiency, clear team communication, and tracking results, comparing the process to a high-stakes game of Tetris.
00:00 "Returning to Service Advisor Basics"
05:35 "Say 'Yes' Challenge Strategy"
06:53 Prioritize Team Communication Strategies
11:23 Focused Metrics and Results Alignment
15:15 "Team Success and Strategic Growth"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
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 increases commitment, transparency, and confidence, leading to higher show rates and greater trust. Michael also highlights how these proactive estimates streamline shop efficiency, allowing parts to be ordered ahead of time and reducing wasted resources.
00:00 Optimizing Client Communication Preferences
04:32 "Pre-Appointment Authorization Importance"
09:30 "Written Commitments Reduce No-Shows"
12:29 Transparent AC Service Estimate Process
14:08 Boost Business Efficiency and Reduce No-Shows
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty shares his top ten action items, highlighting the importance of greeting customers with confidence, mastering the art of active listening, and providing clear and transparent estimates. Whether you’re new to the advisor desk or looking to up your game, Michael’s practical tips and firsthand stories provide valuable takeaways for anyone in the automotive service industry.
00:00 Confident Communication is Key
05:39 Effective Service Call Protocol
09:39 Account for Bolt Extraction Costs
13:02 Proactive Customer Service Strategy
14:22 Streamlined Vehicle Pickup Process
18:13 Handling Emergency Car Requests
21:50 Proactive ADAS Alignment Preparations
26:24 Customer Feedback Timing Tips
28:52 Embrace and Learn from Feedback
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
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 outdated habits, such as handwritten notes and fragmented communication, can boost shop efficiency and customer satisfaction. He emphasizes the importance of embracing new technology like digital vehicle inspections, holding daily shop huddles, and proactively communicating with clients.
00:00 Digital Vehicle Inspections Adoption Fears
04:00 Inefficiency of Outdated Methods
09:14 Proactive Client Updates Essential
11:23 Proactive Client Communication
13:57 Boost Efficiency with Client Engagement
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty talks about how to turn transactional phone calls into valuable opportunities for customer connection. Michael emphasizes the importance of showing empathy when prospects call with concerns, like a broken AC during a heat wave. He also emphasizes the importance of asking qualifying questions to fully understand the customer's issue, rather than immediately providing price quotes. Finally, Michael emphasizes the importance of setting clear expectations about the diagnostic process, ensuring customers understand what they're getting for their money, and building trust from the very first call.
00:00 Phone Call: AC Recharge Inquiry
03:54 "Empathy in Customer Service Calls"
07:24 Effective Communication in Vehicle Troubleshooting
09:57 Manage Customer Expectations on HVAC Issues
13:22 Building Customer Confidence in Service
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
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"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.
In this episode, Michael Doherty takes listeners through the evolution of the service advisor role in the automotive industry. Michael highlights the shift from handwritten repair orders on carbon pads to the adoption of digital tools, emphasizing how today’s advisors are not just ticket writers but relationship builders, educators, and strategists. He also discusses the growing impact of AI and digital vehicle inspections, encouraging advisors to embrace new technologies and attend industry events, such as the upcoming ASTA Expo, to stay connected, informed, and prepared for the future.
Register for the ASTA Expo HERE
00:00 The Evolution of Service Advisors
06:32 AI Tools Enhancing Service Advisor Roles
09:31 Building Client Trust Through Transparency
12:14 "Eleanor Performance's Life-Changing Expo"
Stay connected with us on social media:
Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
