French: Where Shops Accidentally Lose Money: Insights from the Front Counter

I don’t know about you, but my morning commute is prime time for deep thinking and reflection as I prepare for the week ahead. With a hot coffee in the cup holder and my favorite jams on the radio, I mentally run through lists of ongoing projects, priority tasks, customer follow-ups, and parts that need attention. Many of you likely can relate.

Some days, by the end of business, every item on the to-do list is neatly checked off. Other days? Phew. Those are the days spent in the trenches, focused almost entirely on damage control from start to finish. If that sounds familiar, congratulations—you’re human. And that’s exactly why this matters. On days dominated by damage control, it’s easy to lose sight of where profit is oozing through the cracks. Although each shop has its own unique variables, there are some common mistakes I’ve encountered as an advisor.

Bigger Than a Band-Aid

The role of a service advisor is powerful enough to make a shop hemorrhage money if not done carefully and effectively. If you want the front of the house to run like a properly lubricated engine, you must first invest the time to properly train and guide the advisor, so they can establish a strong foundation of understanding that aligns with your policies and procedures. Advisors come from all different backgrounds and training levels, so assuming they can jump in and do the job seamlessly is a mistake. That’s like asking an engine to fire uniformly with mismatched spark plugs. If you train consistently and uniformly, it will set your service department up for success and ultimately give time back to you in the day to focus on important tasks, rather than putting out fires.

Unless you’re Ricky Bobby, driving blindfolded isn’t going to end well. Before putting a new advisor in the driver’s seat, make sure their blindfold is off, they have a full tank of gas, and they’re prepared to drive. If they aren’t prepared, this is where we start to see the delicate foundation crumble, and money starts slipping through the cracks faster than parts penetrant spray. Occasionally, advisors can fall into patterns that limit both customer satisfaction and profitability.

Here are a few examples:

• Overlooking opportunities. Don’t just focus on selling the most expensive jobs listed on the estimate. Maintenance items and flushes recommended on a courtesy inspection may seem like small potatoes, but those services can snowball into larger overall tickets and should never be dismissed.
  
  
• Failing to confidently present or close on an estimate. Sometimes advisors see an estimate and treat it like they’re paying for the repair with their own checkbook. Instead of assuming that a client is going to say no, advisors should adopt a professional, consultative approach while maintaining the confidence to assume a successful sale. Instead of focusing on whether they’re going to say yes or no, it is your job to deliver and translate the information from the inspection to the customer to allow them to make an educated and informed decision.
  
  
• Falling short on estimates. Before you approach a customer with the results of the inspection, did you actively listen to the technician to determine whether additional parts or labor were needed to complete repairs that were not listed on the labor guide? Don’t give clients “ballpark” estimates. Once you give them a total, it sears into their memory as the out-the-door cost. Instead, take the time to complete the estimate thoroughly and present it all at once. Maintaining trust and staying within the client’s budget is critical.
  
  
• Not getting work authorized on time. This slows down workflow like stop leak in an AC system. When a customer comes in, identify the best method of communication and utilize it. If you’re not effectively communicating, then work isn’t getting authorized. When work isn’t getting authorized, the parts aren’t getting ordered, the technician is losing production time, and the client’s vehicle is likely down in the bay, costing the shop money every hour that it sits.
  
  
• Trying to make up for mistakes with discounts and waiving diagnostic fees. Mistakes happen because we are human and they are essentially inevitable. However, the shop doesn’t have to suffer financially as a result. Before diagnostic time or repairs are authorized, the advisor must build value in the services being offered so the client can fully understand what is being done and why it is important. If they don’t know what they’re authorizing, the cost of our menu services hold no weight—especially when it comes to diagnostics. If you make a mistake and feel like you need to offer some type of compensation for the error, offer alternative solutions like a free car wash card, coupons on future services, or something simple that won’t drastically impact profit.
  
  
• Not leaving a positive lasting impression over the phone. When you’re making an appointment, especially for a first-time client, this is the time for your phone skills to shine. Unfortunately, many advisors struggle with this, particularly when a shop gets busy and our answers become shorter and less attractive to the listener. Simply smiling when you speak will set the tone of your voice in a positive manner throughout the call. Remember to capture the critical details of the conversation so that you are prepared for the drop-off:
  
  1. Do they need a loaner vehicle? 
  2. Will they be out of town? 
  3. Who are you authorized to talk to while discussing repairs? 
  4. Do they have car seats?
  5. What is their main concern?
  6. What is their expectation of time? 
  7. What is their goal for this upcoming visit? 
  
  This all may seem tedious, but having as many of the pieces of the puzzle BEFORE the appointment eliminates potential hiccups or confusion.
  
• Failing to portray a positive image at the counter. Society often paints a picture of advisors being brash, hardened employees. If a client walks in and sees an advisor with their arms folded or slumped next to the counter on their phone, it’s not going to feel very inviting. I once waited in the service drive at a shop for 24 minutes before any of the eight advisors looked up from their phones to acknowledge me. That was my first visit and my last. Body language is 55% of communication. Most of our customers are headed to our shops because something bad happened to their vehicle and they’re having an awful day. Instead of meeting them with a coarse look and a cold shoulder, greet them with a smile and a helpful handshake. They need their day to get better, and you’re one of the key ingredients.
• Not presenting a professional appearance. Although body language and personal appearance seem minor, they are both easy ways to lose profit quickly. Many consumers are used to a white-collar experience in the retail world these days, and it’s our responsibility to adapt that into our industry, too. If a client just purchased a vehicle priced over $100,000 with cream leather interior, do you think they would be pleased seeing an advisor step into their car with dirty pants or greasy hands? It’s crucial to maintain a clean, professional appearance while representing a business. Make yourself a small personal care kit to keep in your desk; it always comes in handy. Include things like floss picks, toothpaste and toothbrush, a comb, deodorant, cologne, hand sanitizer, etc. That way, you’re always prepared.

Back to Basics

At the end of the day, most of these breakdowns aren’t the result of bad intentions or lack of care—they’re the result of drifting away from the fundamentals. From a service advisor’s perspective, long-term success and profitability come down to three things:

1. Attitude
2. Effort
3. Quality of training.

When advisors are properly equipped and supported, they make better decisions, communicate more effectively, and create better outcomes for both the customer and the shop.

Strong service departments aren’t built on shortcuts or guesswork. They’re built on consistent processes, clear expectations, and advisors who understand the impact of every organic interaction they have. Get the basics right, reinforce them often, and the profit will follow—along with better customer experiences, stronger teams, and fewer fires to put out.