How Service Advisors Should Handle Comebacks

AutoFix AdvisorCast

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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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