Service Advisor Excellence; Tier 3
Lead with authority. Make sound decisions. Hold the standard.
A major repair. An uncertain diagnosis. A customer who has lost confidence. These are the moments when an experienced service advisor must bring clarity, direction, and accountability to the service counter.
Service Advisor Excellence - Tier 3: Advanced Leadership prepares experienced automotive service advisors for the decisions, relationships, and responsibilities that come with leading under pressure.
Written by Kevin Tarpley, owner of Champion Tire and founder of Champion University, this book builds on consistent daily execution and develops the judgment required to guide customers, coordinate technicians, coach advisors, and enforce professional standards.
Inside, you'll learn how to:
Understand how customers make difficult repair decisions and guide those conversations with ethical confidence.
Present complex estimates and significant repair recommendations with clear evidence, priorities, and expectations.
Manage diagnostic conversations when answers are still developing, communicating uncertainty honestly.
Use digital vehicle inspections to support clear explanations and informed customer approvals.
Control workflow, resolve competing priorities, and build mutual accountability between advisors and technicians.
Interpret key performance indicators and take responsibility for profitability while maintaining fair, evidence-based recommendations.
Handle high-pressure customer situations, address complaints, and rebuild trust through accountable follow-through.
Develop other advisors with clear expectations and coaching that strengthens independent judgment.
Build long-term maintenance strategies and enforce standards consistently.
Throughout Tier 3, authority carries responsibility. Strong advisors explain what is known, recognize what still needs to be verified, document decisions, and follow through on their commitments. They help the people around them perform with greater confidence and consistency.
Designed for experienced service advisors, lead advisors, and service managers, this third volume advances the Service Advisor Excellence series into leadership influence, technician alignment, sound business judgment, and standards enforcement.
Better training. Better communication. A standard your customers can trust.
Related Subjects
Education Education & Reference Self Help Self-Help Self-Help & Psychology TransportationCustomer Reviews
ThriftBooks ® and the ThriftBooks ® logo are registered trademarks of Thrift Books Global, LLC
