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 client...
Aug 15, 2025•16 min•Ep. 45
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 e...
Aug 08, 2025•14 min•Ep. 44
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 a...
Aug 01, 2025•17 min•Ep. 43
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...
Jul 25, 2025•18 min•Ep. 42
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, Mich...
Jul 18, 2025•32 min•Ep. 41
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. ...
Jul 11, 2025•16 min•Ep. 40
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 import...
Jul 04, 2025•17 min•Ep. 39
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 ...
Jun 27, 2025•18 min•Ep. 38
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 w...
Jun 20, 2025•16 min•Ep. 37
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 explores effective strategies for dealing with price shoppers in the service advisor role. Michael emphasizes that price inquiries are often opportunities in disguise, suggesting that you should approach these calls with curiosity, confidence, and a focus o...
Jun 13, 2025•19 min•Ep. 36
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 addresses the challenges related to "waiter" vehicles at repair shops. Michael provides honest insights from recent discussions with shops across the country, emphasizing the disruptions that waiters can cause to both customer service and shop workflow. He ...
Jun 06, 2025•19 min•Ep. 35
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 communicating repairs to clients. Michael emphasizes that the advisor’s role is not to sell repairs, but to provide peace of mind by building trust and clearly explaining vehicle needs. He introduces the ...
May 30, 2025•14 min•Ep. 34
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 tackles the hot topic of shop discounting, sharing why he believes it’s not a sustainable strategy for service advisors. He explains how leading with price attracts low-loyalty customers and undermines the value a quality shop brings. Instead, Michael encou...
May 23, 2025•20 min•Ep. 33
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 through strategies for turning first-time customers into loyal, returning clients. He says you MUST create a memorable and personal customer experience, especially during that initial visit. Michael also outlines the value of personalized follow-up, b...
May 16, 2025•16 min•Ep. 32
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 tackles a recurring topic among auto shops: the importance of phone skills for service advisors. Michael emphasizes how creating a positive first impression and building value during the initial call can turn first-time callers into loyal clients. He offers...
May 09, 2025•15 min•Ep. 31
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 that issue we all struggle with... Converting do-it-yourselfers into loyal shop customers. Michael shares his personal experiences growing up around DIY car repairs and emphasizes the importance of validating a DIYer's knowledge and effort rathe...
May 02, 2025•20 min•Ep. 30
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 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 how noticing body language, energy levels, and first impressions can help service advisors build trust faster and improve ...
Apr 25, 2025•23 min•Ep. 29
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 two types of repair shop service advisors. Visionaries and integrators. Do you know which one you are? And if you do, do you know the best way to be effective and tap into your skills? Michael will help with both today. He also talks about “gold...
Apr 18, 2025•16 min•Ep. 28
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 shift from a sales-oriented mindset to one focused on education and trust as a service advisor. He shares tips on enhancing customer relationships by educating clients about their vehicle needs, which creates trust and transparency. Micha...
Apr 11, 2025•19 min•Ep. 27
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 helps you prepare for the busy spring season! Michael says to ensure all shop equipment, such as lifts and alignment racks, are serviced and certified to avoid downtime. He also shares insights on creating a team-oriented environment where service advisors ...
Apr 04, 2025•19 min•Ep. 26
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 how to become a standout service advisor. Or, like one technician on Reddit said, a "skittle pooping unicorn." Michael says early preparation for the day is critical and that an advisor should arrive at least half an hour early to set goals. Addition...
Mar 28, 2025•16 min•Ep. 25
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 today's episode, Michael Doherty talks about active listening for service advisors. He points out the common issue of disengagement during phone conversations and emphasizes the significance of staying attentive and reiterating client concerns to ensure clear communication. Michael also...
Mar 21, 2025•16 min•Ep. 24
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 takeaways from Vision Hi-Tech Training and Expo. He tells the story of his travel to the event, highlighting the professionalism of the Southwest team despite the long and exhausting day. Michael also talks about co-teaching a service advisor cla...
Mar 14, 2025•17 min•Ep. 23
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 today's episode, Michael Doherty covers what you need to know about providing estimates to new customers over the phone. Michael shares personal experiences, illustrating the importance of having detailed information, like the vehicle's VIN, before giving accurate quotes. Additionally, ...
Mar 07, 2025•18 min•Ep. 22
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. Today, Michael Doherty talks about the ever-so-dreaded topic of third-party warranty companies. If you're an advisor, you've had many headaches from dealing with them. So, what's the secret? Is there one? Michael says establishing clear policies for dealing with these warranty companies ca...
Feb 28, 2025•19 min•Ep. 21
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. Today, Michael Doherty talks about managing vehicle check-ins through the lens of offense vs defense. He says you should take an offensive approach by documenting the vehicle's condition with photos and notes during the check-in process. Additionally, he discusses how to improve customer s...
Feb 21, 2025•18 min•Ep. 20
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 gives you tips on how to provide exceptional customer experience as a service advisor. Michael stresses the importance of first impressions and the need to create customer confidence through effective communication and product knowledge. Lastly, Michael say...
Feb 14, 2025•19 min•Ep. 19
Today, Michael Doherty tells you why it's important to have efficient parts processes in place, such as setting up a Bluetooth doorbell to improve awareness when parts arrive. What do you do with the parts once they arrive, though? That's another key step, and he shares that in today's episode. 00:00 "Office Efficiency in Parts Management" 04:41 Ensuring Quality and Accountability 10:06 Top 20 Clients Appreciation Strategy 11:16 Staff Concerns: Shop Owners' Worries 16:49 Client Retention Through...
Feb 07, 2025•19 min•Ep. 18
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. Today, Chris is joined by Kacie Presnell. Kacie shares her thoughts from her experience in improving service advisor's skills. A key focus she stresses is to personalize communication with each customer. Additionally, Kacie says it's also important for technicians to be involved in the dia...
Jan 31, 2025•29 min•Ep. 17
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, Chris Cotton gives you tips on why technicians can make fantastic service advisors. He addresses common concerns with transitioning technicians to these roles, such as lack of customer service experience and financial implications. Chris provides actionable tips for a smoo...
Jan 24, 2025•16 min•Ep. 16
