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PODCAST

AutoFix AdvisorCast

Michael Doherty

Welcome to AutoFix AdvisorCast, the podcast where automotive service advisors finally have a place to call home. Hosted by industry veteran Michael Doherty, with over 28 years of experience in the trenches, this show dives deep into the challenges, frustrations, and demands of being a service advisor in the independent auto repair world. AutoFix: AdvisorCast isn’t just about problems; it’s about solutions. Michael Doherty shares best practices, actionable tips, war stories, and fresh ideas from the

leisure automotive

All Episodes

18:33

Turning Price Shoppers Into Loyal Clients at the...

AutoFix AdvisorCast ·

2025/06/13

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty explores effective strategies for dealing with price shoppers in the service advisor role. Michael emphasizes that price inquiries are often opportunities in disguise, suggesting that you should approach these calls with curiosity, confidence, and a

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19:14

Why "Waiters" At Your Repair Shop Are KILLING You!

AutoFix AdvisorCast ·

2025/06/06

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty addresses the challenges related to "waiter" vehicles at repair shops. Michael provides honest insights from recent discussions with shops across the country, emphasizing the disruptions that waiters can cause to both customer service and shop

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14:26

Use The Traffic Light Method to Retain More Clients!

AutoFix AdvisorCast ·

2025/05/30

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty dives into the challenges service advisors face when communicating repairs to clients. Michael emphasizes that the advisor’s role is not to sell repairs, but to provide peace of mind by building trust and clearly explaining vehicle needs. He introduces

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19:57

Why Discounting Fails and Adding Value Wins Loyal...

AutoFix AdvisorCast ·

2025/05/23

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty tackles the hot topic of shop discounting, sharing why he believes it’s not a sustainable strategy for service advisors. He explains how leading with price attracts low-loyalty customers and undermines the value a quality shop brings. Instead, Michael

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15:46

Service Advisor Secrets to Better Customer Retention

AutoFix AdvisorCast ·

2025/05/16

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks through strategies for turning first-time customers into loyal, returning clients. He says you MUST create a memorable and personal customer experience, especially during that initial visit. Michael also outlines the value of personalized

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14:47

Service Advisors - Do You Smile Through The Phone?

AutoFix AdvisorCast ·

2025/05/09

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty tackles a recurring topic among auto shops: the importance of phone skills for service advisors. Michael emphasizes how creating a positive first impression and building value during the initial call can turn first-time callers into loyal clients. He

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19:35

Turning DIYers Into Loyal Customers | Service...

AutoFix AdvisorCast ·

2025/05/02

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks about that issue we all struggle with... Converting do-it-yourselfers into loyal shop customers. Michael shares his personal experiences growing up around DIY car repairs and emphasizes the importance of validating a DIYer's knowledge and effort

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22:46

How Service Advisors Can Decode Customer Body Language

AutoFix AdvisorCast ·

2025/04/25

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In today's episode, Michael Doherty dives into the art of reading customers’ nonverbal cues and matching their communication styles at the front counter. He highlights how noticing body language, energy levels, and first impressions can help service advisors build trust faster and

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16:08

Service Advisors! Are You A Visionary or Integrator?

AutoFix AdvisorCast ·

2025/04/18

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks about two types of repair shop service advisors. Visionaries and integrators. Do you know which one you are? And if you do, do you know the best way to be effective and tap into your skills? Michael will help with both today. He also talks about

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18:45

Don't Sell To Clients, Educate Them! Tips For Service...

AutoFix AdvisorCast ·

2025/04/11

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty talks about how to shift from a sales-oriented mindset to one focused on education and trust as a service advisor. He shares tips on enhancing customer relationships by educating clients about their vehicle needs, which creates trust and transparency

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18:47

Service Advisors! It's Time To Prep for Busy Season...

AutoFix AdvisorCast ·

2025/04/04

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty helps you prepare for the busy spring season! Michael says to ensure all shop equipment, such as lifts and alignment racks, are serviced and certified to avoid downtime. He also shares insights on creating a team-oriented environment where service

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16:04

Becoming a Skittle-Pooping Unicorn. AKA - A Great...

AutoFix AdvisorCast ·

2025/03/28

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty shares how to become a standout service advisor. Or, like one technician on Reddit said, a "skittle pooping unicorn." Michael says early preparation for the day is critical and that an advisor should arrive at least half an hour early to set goals

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15:40

Phone Conversation Tips For Service Advisors. Do You...

AutoFix AdvisorCast ·

2025/03/21

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In today's episode, Michael Doherty talks about active listening for service advisors. He points out the common issue of disengagement during phone conversations and emphasizes the significance of staying attentive and reiterating client concerns to ensure clear communication. Michael

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17:21

My Thoughts From Vision 2025 in Kansas City

AutoFix AdvisorCast ·

2025/03/14

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty shares his takeaways from Vision Hi-Tech Training and Expo. He tells the story of his travel to the event, highlighting the professionalism of the Southwest team despite the long and exhausting day. Michael also talks about co-teaching a service

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17:38

Advisors Listen Up! Helpful Tips For Building...

AutoFix AdvisorCast ·

2025/03/07

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In today's episode, Michael Doherty covers what you need to know about providing estimates to new customers over the phone. Michael shares personal experiences, illustrating the importance of having detailed information, like the vehicle's VIN, before giving accurate quotes

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19:14

How To Manage Extended Warranty Expectations

AutoFix AdvisorCast ·

2025/02/28

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Today, Michael Doherty talks about the ever-so-dreaded topic of third-party warranty companies. If you're an advisor, you've had many headaches from dealing with them. So, what's the secret? Is there one? Michael says establishing clear policies for dealing with these warranty

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17:33

How To Improve the Vehicle Check-In Process at Repair...

AutoFix AdvisorCast ·

2025/02/21

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Today, Michael Doherty talks about managing vehicle check-ins through the lens of offense vs defense. He says you should take an offensive approach by documenting the vehicle's condition with photos and notes during the check-in process. Additionally, he discusses how to improve

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18:51

How To Improve Your First Impressions With Customers...

AutoFix AdvisorCast ·

2025/02/14

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. In this episode, Michael Doherty gives you tips on how to provide exceptional customer experience as a service advisor. Michael stresses the importance of first impressions and the need to create customer confidence through effective communication and product knowledge. Lastly,

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18:58

Top Tips for Managing Parts As An Advisor

AutoFix AdvisorCast ·

2025/02/07

Today, Michael Doherty tells you why it's important to have efficient parts processes in place, such as setting up a Bluetooth doorbell to improve awareness when parts arrive. What do you do with the parts once they arrive, though? That's another key step, and he shares that in today's episode. 00:00 "Office Efficiency in Parts Management"04:41 Ensuring Quality and Accountability10:06 Top 20 Clients Appreciation Strategy11:16 Staff Concerns: Shop Owners' Worries16:49 Client Retention

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29:31

Kacie Presnall's Advice to Advisors

AutoFix AdvisorCast ·

2025/01/31

Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level. Today, Chris is joined by Kacie Presnell. Kacie shares her thoughts from her experience in improving service advisor's skills. A key focus she stresses is to personalize communication with each customer. Additionally, Kacie says it's also important for technicians to be involved in

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56 results

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