Why Some Service Advisors Fail
Some service advisors do well. They hit goals and grow fast. Others stall. The gap is usually not talent. Habit, system, and focus.
I talked with service pro Jeremy O’Neal about why service advisors fail. This version turns his points into service advisor training tips you can use right away.
For better results, start with the basics: strong training, a simple system, and better service.
Before We Get Into That: The Service Manager Challenge
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- They beg for CSI
CSI matters. It affects pay, promotion, and trust.
But begging for a score looks weak. Great service should make the customer want to rate you well.
Do the work first. Then tell the customer to call you if something goes wrong when they get home. That is a better way to improve CSI scores and keep the relationship strong.
- They do not have a system
Charm can open a door. It cannot build a career.
Service advisors who rely on luck or personality often hit a wall. A real system gives you a repeatable path.
Watch the best advisors in the store. Learn their habits. Build a plan you can use every day. That is one of the best service advisor training tips you can follow.
- They do not have a pregame
A strong day starts before the first customer arrives.
Jeremy calls his routine the Golden Hour of Power. His idea is simple:
- No admin work during game time.
- Game time runs from 8:00 AM to 5:00 PM.
- Use that time for tickets, customers, sales talks, and the dog.
- Do admin work in the morning or afternoon.
- Set car count and sales goals.
- Review the slow-day plan.
- Read, listen, and get your mind right.
- Check the day’s appointments.
That morning block sets you up for success.
A good pregame keeps you calm, clear, and ready.
- They do not pet the dog
Pet the dog means take care of people.
Do not rush. Do not hide behind the clock. Give each customer real attention.
When advisors say they are too busy to help, they lose trust. Customers remember care. They come back for care too.
- They prejudge people
Never guess what a customer will spend.
A worn car, a young driver, or an old repair order does not tell the whole story. Some of the best customers are the ones other people would have overlooked.
Stay open. Treat every guest with respect from the start.
- They diagnose in the service drive
The advisor’s job is to gather facts, not play tech.
Write the concern. Get the details. Let the technician diagnose the car.
Wrong guesses hurt trust. Good service drive best practices keep each role clear.
- They use discounts too often
A discount should be the exception, not the rule.
If you cut price every time, you cut value too. Customers may think the work was not worth full price in the first place.
Lead with fair pricing. Be confident in the value you give.
- They do not like people
This role is about people more than cars.
A good advisor listens, stays calm, and makes others feel welcome. If you do not like people, this job will be hard for you.
Friendly service is not extra. The job.
- They are not consistent
Consistency is huge.
Do not give exceptional service only on large projects. Give strong service on oil changes too. Every visit matters.
If you pet the dog every time, customers notice. They learn they can trust you.
- They are not pros
Some advisors are still learning the basics.
Being a pro means more than knowing the script. It means appearing, staying sharp, and doing the job the right way every time.
Final thoughts
To do well in the shop, avoid these ten traps.
Use better habits. Use a repeatable system. Follow service advisor training tips that help you serve people well and improve CSI over time.
That is how you stop wondering why service advisors fail and start building a better store.
Jeremy and I will be back with more help on how to run a shop. Stay tuned for more service drive best practices and training ideas.
Q&A
They usually fail because they lack good habits, a clear system, steady service, and real care for people. Poor CSI habits, weak prep, bad judgment, and too much discounting also hurt them.
It makes the advisor look like they did not earn the score. Strong service is the better path. If the customer has a problem later, ask them to call you first and still explain that the survey matters.
It means having a morning routine that gets you ready for the day. That can include goals, review time, reading, and checking appointments before the rush starts.
The advisor should collect facts and let the technician diagnose the car. Guessing in the drive can lead to bad calls and lost trust.
Consistency builds trust. When every customer gets strong service, they are more likely to return and spend more over time.`
