How to be a better service advisor in auto repair shops

Carmella switched from working as a mechanic to being a service advisor about six months ago. She’s good at understanding what’s wrong with a vehicle. Great at it, even. But reading a customer or knowing when to say “stop” to the shop owner who wants even better numbers is something she still can’t seem to figure out. Some days she’s caught between a customer who needs the estimate explained twice before they’ll approve it, and a tech who keeps getting comebacks. Most advisors actually spend their initial months figuring out how to juggle everything at the same time.   

So how do service advisors like Carmella get better at this job? 

What a service advisor does day to day 

You’ll often see this role listed under “customer service” in a job posting. While it’s part of the job requirement, it’s not just about handling customers. It’s about managing three different relationships: the customers, the techs, and the shop owner, with each of them having their own set of priorities.   

A typical day of a service advisor might look like this:  

Early morning: This is when you set up for the day. Reviewing the appointments for the day, checking if the vehicles are ready for delivery, prepping repair orders (ROs), and, if needed, making sure that the loaner cars are also ready.  

Midday: The rush begins. Customers start visiting the shop, so you’ll be interacting with them more: giving walkthroughs, explaining the repairs, getting approvals, and providing status updates.  

Afternoon: It’s time to start wrapping up. This includes closing ROs, processing payments, handing over keys to the customers, organizing paperwork, and checking the calendar for the next day. 

Throughout the day, you’re also checking in with techs and keeping the shop owner updated on how the day is going.  

Career challenges that new service advisors face 

Most shops require that a service advisor have a high school diploma or GED, some mechanical background, and sometimes a year or two of experience. You can learn the technical side through certifications and practice while you’re on the job. But you also need soft skills, such as active listening, time management, conflict resolution, and multitasking, which are equally important. That takes time, and it’s built through difficult conversations and lots of trial and error.  

Getting the communication right  

A tech says the TPMS (Tire Pressure Monitoring System) failed because the internal batteries died. You have to explain to the customer what happened and why it needs fixing in a way they can understand without the use of any jargon. If you get this wrong, the customer feels confused, and you risk losing them because the tech’s actual work gets misrepresented when you explain the details. 

Taking the blame for documentation gaps 

Sometimes, a $400 quote can turn into a $550 estimate by the time it reaches the customer. That’s usually not just because of a communication slip. It’s also because somewhere along the line, a part or labor cost didn’t make it into the final paperwork. When this happens, the customer is blowing up your phone, asking about the extra expenses.  

Feeling the pressure  

Shop owners usually care about higher ARO. Customers care about lower prices. Technicians care that their findings are taken seriously instead of being second-guessed. Your job is to represent each side fairly with evidence, not assumptions.  

Using inconsistent tools  

Certain shops still run on paper and memory. Others have shop management systems. If you’ve worked on both, you know the difference isn’t small. The tools you use determine whether the job is mostly remembering everything yourself or advising with the information that’s in front of you.  

7 service advisor skills that make a difference 

Communicate clearly, without jargon 

You know that when a tech says, “replace valve cover gasket,” it isn’t a big deal. But it can sound like the engine’s falling apart to a customer who has no idea what a valve cover even is.  

Let them know that the valve cover sits at the top of the engine, and its only job is to keep oil from leaking out. The tech isn’t going to touch anything inside the engine. They will use a few bolts, a new rubber gasket (usually $20–$40), and it’s back together. Good as new.   

Once you’re done explaining, ask them if what you said made sense. This is where Digital Vehicle Inspection (DVI) can help. This allows you to capture images and videos that your customer can look at. DVI shouldn’t replace you or the conversation. You still have to walk them through what they’re looking at, but now you have visuals as a backup.  

Hold your ground with confidence 

AI has become everyone’s go-to for answers. So, don’t be surprised when a customer shows up with an explanation of why they think their car’s acting up. Some will compare your bill to a shop they visited two years ago or maybe push for a much cheaper alternative. It’s tempting to get defensive when a customer becomes too difficult. Just stay calm and tell them exactly what you’re recommending and why.   

Turn vague symptoms into something usable

“My car’s making a weird noise. I think it’s the engine.” This is pretty vague and doesn’t give a tech much to work on. Always ask a few follow-up questions: When does the noise happen, what does it sound like, and does the sound change with speed or braking? You’ll save everyone’s time.  

Trust what the tech finds 

When a tech notices something outside the original diagnosis and flags it, don’t be too quick to ignore it. Look carefully at what the tech found. It can be as simple as a missing air filter or as dangerous as a loose serpentine belt. Remember, techs are supposed to be on your team, working with you.  

How you present the findings to the customer also matters. If you soften it too much, it may sound optional when it isn’t. Oversell it, and it may seem like you want the customer to spend more money.  

Don’t interrupt a tech mid-repair 

You should know when to check in with a tech and what to ask so you’re not wasting anyone’s time. A shop management system with a live job board or work-in-progress view can help you get your updates without walking over to the bay and interrupting the tech mid-repair every time.  

Match the estimate you quote to the paperwork 

Make sure to confirm the estimate against the RO line by line before you send it to the customer. If a tech adds parts or labor in between, get the paperwork updated immediately. You shouldn’t quote an old number and then have to take it back.  

Keep the conversation with the shop owner honest 

If the shop owner is pushing for a higher ARO, tell them honestly what’s working and what isn’t. Show them the areas where the focus should be. For example, training staff on upsells or membership programs.  

If a tech’s performance is dropping, or the same comebacks keep showing up, that’s worth bringing to their attention as well. If you have numbers from a system, you know it’s not just a hunch. 

Growing into the role 

Becoming a successful service advisor doesn’t happen in a month. So, here are a few habits worth keeping in mind: 

• Debrief your own misses. After a comeback or a disputed estimate, write down what you’d do differently the next time. Once you start tracking them, you’ll catch the patterns faster.  
• Ask techs the necessary questions. The better you understand a repair, the better you’ll explain it, and techs generally respect advisors who ask real questions instead of just relaying notes. 
• Look for a mentor, even if it’s someone outside work. A more experienced advisor can save you months of trial and error.  
• Track your own numbers. Knowing things like approval rates and customer feedback makes it easier to see where you’re improving.  

Conclusion 

After six months, Carmella still doesn’t have every answer. But that’s fine. Every repair order is a chance to learn to communicate more clearly, catch a mistake before it reaches the customer, make sure the numbers match, and know when to lean on digital tools.  

If you’re interested in figuring out how a shop management system like Way Repair Tech can help you, schedule a demo! 

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