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Michael Doherty dives into his experiences as a Service Advisor and how he learned to navigate common challenges. He discusses the importance of identifying and mitigating "uncontrollable variables" through proactive communication with clients. Michael also emphasizes the value of teamwork and clear communication within the service shop to ensure a smooth operation. Finally, he underscores the significance of building and maintaining client relationships by offering additional services and showcasing transparency.

00:00 Client communication was hindered by unanticipated vehicle issues.

03:03 Turning uncontrollable variables into controllable, learning process.

08:34 Controllable variables enhance client communication confidence.

12:42 Suggest additional services during vehicle check-in.

14:09 I recommend painting and minor body repair nearby.

17:12 Respect everyone, create opportunities, value offerings, and build relationships.

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