The service drive is one of the most demanding — and rewarding — roles in the automotive industry. But most new service advisors enter the job with the same blind spots, and those blind spots cost them sales, customer trust, and career momentum.
If you’re new to the role, or managing someone who is, here are the five mistakes that consistently hold new advisors back — and exactly how to fix them fast.
Mistake #1: Quoting Price Before Building Value
New advisors instinctively lead with the number. The problem? A price without context almost always sounds too high.
The Fix
Present the why before the what it costs. Walk the customer through what the technician found, what happens if it’s left unaddressed, and what the repair accomplishes — then quote the price. When customers understand the value, the number lands differently.
Learn how to build value on the service drive in our Service Advisor Communication Training.
Mistake #2: Treating Every Customer the Same Way
New advisors often find one communication style that feels comfortable and apply it universally. The rushed fleet manager and the anxious first-time customer need completely different approaches.
The Fix
Read the customer in the first 60 seconds. Are they in a hurry? Keep it tight and factual. Are they nervous? Slow down, use plain language, and reassure. Adaptive communication is a learnable skill — and one of the highest-ROI habits an advisor can develop early.
Mistake #3: Failing to Set Expectations Upfront
Nothing damages trust faster than a customer who expected their car at 2 PM showing up to find it’s not ready. New advisors often avoid the uncomfortable conversation about time and cost until it becomes unavoidable.
The Fix
Set clear expectations at write-up: realistic completion times, a price range if the diagnosis is still pending, and a commitment to call before proceeding with any additional work. Proactive communication prevents complaints before they start.
Mistake #4: Caving on Every Objection
When a customer pushes back on a recommendation, many new advisors immediately back down or discount reflexively. This trains customers to object every time — and erodes your credibility with the service team.
The Fix
Learn to distinguish between a genuine concern and a reflex objection. A customer who says “that seems expensive” needs more information, not a lower price. Hold your position, clarify the value, and ask what would help them feel confident moving forward. For a full breakdown of this skill, see our guide on handling the “I need to think about it” objection.
Mistake #5: Neglecting the Follow-Up
Most new advisors treat the sale as the finish line. Top performers treat it as the beginning of the relationship. Declined services, post-repair check-ins, and scheduled follow-up calls are where long-term customer loyalty — and repeat revenue — actually get built.
The Fix
Build a simple follow-up system. Call every customer within 24 hours of vehicle pickup. Flag all declined services in your DMS and set reminders. Even a 30-second call to confirm satisfaction separates good advisors from great ones.
Becoming a Top Performer Starts With Self-Awareness
Every advisor on the service drive was new once. The difference between advisors who plateau and those who accelerate comes down to one thing: the willingness to identify what’s not working and fix it deliberately. Structured training accelerates that process dramatically.
Explore the full course library at Automotive Service Training and start building the skills that move the needle.
FAQs: Becoming a Top Service Advisor
Q: How long does it take a new service advisor to become proficient?
Most advisors develop baseline competency within 6–12 months, but advisors who invest in structured training consistently reach proficiency faster and perform at higher levels earlier in their careers.
Q: What’s the most important skill for a new service advisor to develop first?
Communication. Technical knowledge matters, but your ability to explain repairs clearly, set expectations, and build trust with customers will determine your success more than anything else.
Q: How do I handle a customer who gets angry about an unexpected repair cost?
Acknowledge their frustration without getting defensive, explain exactly what was found and why it matters, and give them options. Customers rarely stay angry when they feel heard and informed.
Q: Should new service advisors focus more on customer satisfaction or revenue?
Both follow from the same behavior — serving the customer well. Advisors who prioritize genuine helpfulness and clear communication naturally produce higher CSI scores and higher revenue simultaneously.
Q: How do I get better at handling objections?
Role-play regularly with your service manager or a colleague. Practice specific word tracks until they feel natural. The advisors who handle objections best aren’t winging it — they’ve rehearsed.
Q: What’s the fastest way to build customer trust as a new advisor?
Do exactly what you say you’ll do. Call when you said you’d call. Deliver the car when you promised. Trust is built on reliability more than personality.
Q: Is formal service advisor training worth the investment?
Consistently, yes. Advisors with structured training backgrounds outperform peers in both revenue metrics and customer satisfaction. Visit Automotive Service Training to explore available programs.
Based in the USA