Welcome to the FIRST episode of the 10 Mill Mastery Debrief series where we debrief the week's Service Drive Live Topic.

In this episode, I sit down with Marshall Sheldon and Josh Arnold to debrief on Service Drive Live and dig into one of the biggest struggles for technicians: comebacks.

We cover:

✔️ Why technicians do not get paid for comebacks and why that needs to change

✔️ How flat rate and hourly pay affect comeback handling

✔️ The role of service advisors in preventing comebacks

✔️ How to reduce comebacks and improve shop efficiency

If you are a technician, service manager, or dealer principal: this episode is for you

Drop a comment and let me know how your shop handles comebacks. Should technicians get paid for them?

CHAPTERS

00:00 Welcome to the first debrief

00:52 Why comebacks are a big issue

01:50 How flat rate techs lose money

04:10 Why some techs avoid comeback issues

05:30 How managers handle comebacks poorly

07:00 Guilty until proven innocent in automotive

09:25 The real problem with pay plans

11:26 What happens after a comeback

15:48 Why foreman roles really matter

18:24 How senior techs can prevent mistakes

19:25 What advisors can do to help

22:17 The best way to write up jobs

23:39 Why advisors need more training

25:18 Simple ways to improve the process

29:06 Final thoughts on fixing comebacks

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