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In this episode, Lucas and David are joined by Ali Norton and Luke Wetters from Rozema Car Care. Ali shares her journey from being a self-described "professional job hopper" to finding her footing as a service advisor and now transitioning into a management role. The discussion covers the steep learning curve and challenges facing new advisors, the importance of a supportive shop culture, and how training and mindset shifts transformed Ali’s performance and the team's dynamic.

00:00 Career Change: From Job Hopper to Advisor

09:52 "Two-Year Competence Journey"

15:27 Adversarial Dealership Environment Impact

18:38 Dispatch Struggles Due to Skills Gap

22:10 Diagnostic Time Crunch Issues

31:20 "Detailed Info Speeds Up Process"

35:20 "Luxury Truck with 25 Miles"

39:12 Growing Pains of Business Ownership

43:54 Insurance Coverage Concerns

49:13 Insurance Coverage Risks Explained

58:03 Loaner Car Totaled: Driver Safe

01:01:13 Surprising Settlement: From 25K to 89K