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In this episode, Michael Doherty dives into the significance of building and retaining relationships with coworkers and clients. He shares a personal experience where he had to go the extra mile to diagnose a client's vehicle issue, underlining the importance of trust and communication among service advisors and technicians. Michael also touches on the benefits of driving client vehicles to gain better product knowledge and ensure the best customer care. 

00:00 Client couldn't describe the issue; technician test-drove.

05:29 Brakes dragging, technician notified for the check.

07:49 Hydro boost unit failure diagnostics and repair.

10:18 Test drives ensure client satisfaction and prevent comebacks.

13:39 Driving vehicles enhance service and product knowledge.

18:54 Set goals for dream cars; explore, test drive.

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