5 Things Advisors Say - Customers REALLY Hate | Service Drive Revolution #383

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5 Things Advisors Say - Customers REALLY Hate | Service Drive Revolution #383

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What are your Service Advisors saying every day that quietly destroys customer trust? In Service Drive Revolution #382, Chris, Hogi & Adam reveal five common phrases customers hate hearing—and explain what those phrases communicate about your Service Department. The list includes "Do you have an appointment?", "I'll call when I know something," "Our policy is…," "We're short-handed today" and the dreaded "Could not duplicate." Each phrase creates uncertainty, shifts responsibility or makes the customer feel like an inconvenience. The team explains why customer perception matters more than an Advisor's intention, how specific communication closes the mental loops that create anxiety and why Advisors must verify difficult concerns before sending a vehicle into the shop. Chris and Hogi also recap Top Dog 2026, discuss the automotive industry's current transformation and explain why software and AI cannot compensate for weak systems, indifferent employees or a poor customer experience. 🔥 KEY TAKEAWAYS Stop Asking About Appointments First: "Do you have an appointment?" turns a human welcome into a qualification process. Give a Specific Communication Time: Replace "I'll call when I know something" with a clear time for the next update—even if there is no new information. Never Hide Behind Policy: "Our policy is…" tells customers the dealership values its rules more than solving their problem. Own Staffing Problems: Customers should not be asked to absorb the consequences of poor scheduling, systems or staffing. Verify the Customer's Concern: Before writing "Could not duplicate," drive with the customer, document the conditions and confirm exactly what they experience. Perception Is the Outcome: The Advisor may be technically correct, but the customer's interpretation determines trust, retention and CSI. Use Technology to Support People: AI can remove repetitive tasks, but customers still want a capable human when their vehicle, transportation or livelihood is at risk. FAQ Q: What should an Advisor say instead of "Do you have an appointment?" A: Welcome the customer, show genuine enthusiasm and ask what brought them into the Service Department. Q: How should Advisors promise a status update? A: Give an exact time for the next call or message. Update the customer at that time even if the diagnosis is not complete. Q: What should an Advisor say instead of "Our policy is…"? A: Explain the reason behind the process, acknowledge the customer's concern and offer the clearest available solution. Q: How should an Advisor handle a short-staffed day? A: Take ownership, establish a realistic promise time and explain what the department can do without asking the customer for sympathy. Q: How can dealerships reduce "Could not duplicate" results? A: Ask better diagnostic questions, verify the symptom with the customer and document when, where and how the concern occurs. Q: Can AI replace human interaction in the Service Drive? A: AI can support scheduling and routine communication, but important problems still require empathy, judgment and a trusted human relationship. 0:05 Five Things Customers Hate Hearing 0:31 Recruiting Customer Collectors 2:09 Top Dog 2026 Recap 3:03 Seahawks, Chiefs and Taylor Swift 10:40 Favorite Top Dog Speakers 13:05 The Top Dog Experience 14:32 The Office, Christian Hand and Closing Night 16:09 How Competition Creates Better Performance 17:21 Chris' Top Dog Presentation 19:42 The Automotive Industry Is Transforming 20:55 Customer Experience Is the Opportunity 22:25 Software Cannot Replace Great People 24:03 Indifference and the Bystander Effect 27:02 The Kitty Genovese Story 28:58 Self-Checkout, Carvana and Automation 29:28 Less Interaction vs. Better Interaction 30:35 Start With the Customer and Work Backward 31:55 When Customers Demand a Real Person 33:27 The Industry's Haves and Have-Nots 34:12 Five Phrases Customers Hate 34:27 #5: "Do You Have an Appointment?" 37:25 #4: "I'll Call When I Know Something" 39:30 #3: "Our Policy Is…" 40:18 #2: "We're Short-Handed Today" 41:55 #1: "Could Not Duplicate" 43:38 Verify the Concern With the Customer 46:02 Customer Perception and Advisor Psychology 47:25 The Danger of Customer Test Drives 49:01 Final Thoughts 🛑 Service Drive Revolution OnDemand Training: https://chriscollinsinc.com/ondemand/ 🛑 Book your Profit Gap Analysis Now: https://calendly.com/byron-webster/30min 🛑 Best-selling books on making Fixed Ops a money printer: https://chriscollinsinc.com/shop/ 🛑 Got a question? Call us at 1-833-3-ASK-SDR 🛑 Want to work with the best? https://chriscollinsinc.com/careers/ 🛑 Grab Chris' Leadership Book I AM LEADER: https://iamleader.com

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