Episode 209 - The Path to Becoming a Rock Star Service Advisor with Samantha Higdon
Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABEShop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.Click here to schedule a free demo: https://info.shop-ware.com/profitabilityUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTechTransform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros In this episode, David and Lucas are joined by Samantha Higdon, a recent winner of the 2024 APEX Service Advisor award. Samantha shares her journey from being a CSR to an award-winning Service Advisor and her transition into a new role focused on marketing and finances. The discussion delves into how her father's experiences running the shop influenced her career path and the importance of robust processes in maintaining a successful business. For insights on effective team management and the impact of family dynamics in the automotive industry, don’t miss this episode!00:00 ASMR Audio: Balance Needed06:10 Vulnerability and Life's Unexpected Turns08:16 Workaholic's Transformative Wake-Up Call12:37 Family and Career Decisions16:05 Advisor Experience and Challenges18:14 Effective Client Process Management19:43 Process Consistency or Client Frustration23:48 Becoming a Natural Leader27:34 "Audio Venture's Overnight Success"31:51 "Storyline Over Acting"33:03 Distracting Meth Head with Digging38:17 Competency Over Gender Bias41:08 Generational Struggles and Addiction43:30 Mechanic Treatment System Challenges48:29 Performance Accountability Challenges49:34 Hiring a Non-Accepting Manager53:31 Q7 Maintenance and Mileage Report57:14 Teen Restrictions and Choices58:59 Technician Tearful Over Beetle Convertible