What's the Most Common Mistake Service Advisors Make and How Can They Fix It?

Service advisors are the bridge between customers and the workshop. They manage bookings, explain repairs, and ensure vehicles are serviced correctly. But beyond the technical side, there’s a human element that often gets overlooked. The most common mistake service advisors make is focusing too much on the process and not enough on the person.

For customers, a service visit is not routine. It might happen once or twice a year, and every interaction shapes their perception of your dealership. If the experience feels rushed or impersonal, trust erodes. Let’s explore why this mistake happens and how service advisors can fix it.

The Most Common Mistake: Prioritising Process Over People

It’s easy to fall into a checklist mindset: book the car, complete the paperwork, move to the next job. While efficiency matters, treating the interaction as a transaction rather than a relationship is where things go wrong. Customers want to feel understood and valued, not just processed.

Why Does This Happen?

• High workload: Multiple bookings and deadlines can push advisors into autopilot mode.

• Pressure for upsells: When targets dominate the conversation, rapport suffers.

• Lack of training: Many advisors know the technical side but lack structured communication training.

How Can Service Advisors Fix It?

1. Start with the Customer, Not the Car

Begin every interaction with a warm, genuine conversation. Ask questions like:

• “How’s your day going?”

• “How’s the car been?”

• “Been on any great trips lately?”

These openers build trust and make customers feel seen.

2. Reset and Rebuild Rapport at Every Touchpoint

Even if you’ve spoken earlier, treat each interaction as a fresh opportunity. A smile, eye contact, and a personalised comment go a long way in reinforcing confidence.

3. Listen for Clues

Customers often reveal hints about their car or future needs. For example, “We’re planning a road trip next month” could lead to suggesting a pre-trip inspection. Active listening creates genuine upsell opportunities that benefit the customer.

4. Explain, Don’t Assume

Avoid jargon. When recommending work, explain why it’s needed in simple terms. Visual aids help—showing a photo of worn brake pads makes the need obvious and builds trust.

5. Use Technology to Enhance Communication

Modern tools make rapport easier. At Total Selling Solutions, we provide systems like StreamSpeak for call management and TSS TV for ongoing training. These tools keep advisors informed and consistent in their messaging.

6. Follow Up After the Service

A quick call or email after the visit shows genuine care and opens the door for future bookings. It’s a simple step that strengthens loyalty.

Common Pitfalls to Avoid

• Rushing through conversations.

• Overloading customers with technical details.

• Ignoring emotional cues like stress or frustration.

How Training Can Help

Building rapport is a skill. At Total Selling Solutions, we specialise in evidence-based training for service advisors. With over 4 million calls measured annually, we provide insights that help teams deliver exceptional performance. Our flexible onsite and online programmes bridge the gap between potential and performance.

The most common mistake service advisors make is forgetting that every interaction matters.

By focusing on rapport, listening actively, and using technology, advisors can turn routine visits into lasting relationships.