In Episode 35 of the Friction-less Workshop Podcast, host Anthony Perl and automotive trainer Andrew Uglow tackle one of the most common sources of workshop friction: the complaint that service advisors don't provide enough information to technicians. But is this really about lazy advisors, or is there a deeper systemic problem?

Andrew reveals why this complaint is actually a symptom of broken communication systems, not individual failures. He explores how technicians and service advisors literally speak different languages - one technical, one customer-focused - and why neither side fully understands what the other needs. The episode exposes how workshops inadvertently create information bottlenecks by failing to establish clear communication protocols.

Key topics include the shared responsibility model for information flow, why technicians need to ask better questions instead of waiting for perfect information, and how service advisors can translate customer concerns into actionable diagnostic data. Andrew shares practical frameworks for creating effective communication systems that eliminate 80% of workshop friction.

Listeners will discover why the "us versus them" mentality between front and back of house destroys efficiency, how to implement simple communication protocols that work, and why both technicians and advisors need training in each other's roles. The episode also addresses how modern workshop management systems can help or hinder communication, and why face-to-face interaction still matters in a digital age.

Perfect for workshop owners tired of communication breakdowns, service advisors feeling caught in the middle, technicians frustrated by incomplete information, and anyone responsible for improving workshop efficiency. This episode provides actionable solutions for one of the automotive industry's most persistent problems.

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1. Primary: Business > Management
2. Secondary: Business > Communication
3. Tertiary: Technology > Automotive

1. Workshop owners dealing with communication issues
2. Service advisors feeling blamed for information gaps
3. Technicians frustrated by incomplete job information
4. Service managers trying to improve efficiency
5. Dealership fixed operations managers
6. Workshop communication trainers

Why do technicians always complain about service advisors not providing enough information? Andrew Uglow reveals it's not about lazy advisors - it's about broken systems. Discover how to create effective communication protocols that eliminate workshop friction and improve efficiency for everyone.

1. The "service advisors don't give us enough information" complaint
2. Why technicians and advisors speak different languages
3. The shared responsibility model for communication
4. How workshops create information bottlenecks
5. Why waiting for perfect information wastes time
6. The importance of technicians asking better questions
7. How to translate customer concerns into diagnostic data
8. Creating effective communication protocols
9. The "us versus them" mentality and its costs
10. Modern workshop management systems: help or hindrance?
11. Why face-to-face communication still matters
12. Training advisors and technicians in each other's roles

1. Systemic Problem, Not Personal Failure - When communication breaks down consistently, it's not about individual incompetence - it's about missing systems and protocols that should exist but don't.
2. Different Languages - Technicians speak technical language (codes, systems, specifications) while advisors speak customer language (symptoms, concerns, experiences). Neither is wrong, but translation is essential.
3. Shared Responsibility - Information flow isn't just the advisor's job. Technicians must actively seek clarification and ask diagnostic questions rather than passively waiting for complete information.
4. The 80/20 Rule - Simple communication protocols can eliminate 80% of information-related friction. You don't need perfect systems, just consistent ones.
5. Cross-Training Value - When advisors understand basic diagnostics and technicians understand customer communication, the entire workshop operates more smoothly.

1. The Translation Problem - Real examples of how customer descriptions like "it makes a funny noise" need to be translated into diagnostic questions about when, where, and under what conditions.
2. The Waiting Game - How technicians waste time waiting for "complete" information instead of proactively gathering what they need to start diagnosis.
3. The Blame Cycle - Why the "us versus them" mentality between front and back of house creates a self-perpetuating cycle of poor communication and mutual frustration.

Simple Protocol Success - Workshops that implemented basic communication checklists saw dramatic improvements in first-time fix rates and reduced comebacks.

1. Communication protocol templates
2. Workshop management system best practices
3. Customer interview frameworks
4. Diagnostic questioning techniques

For Workshop Owners/Managers:

1. Audit your current communication systems - do they actually exist or are they informal?
2. Create simple, written communication protocols for common scenarios
3. Implement regular front-of-house and back-of-house meetings
4. Invest in cross-training: advisors shadow technicians, technicians shadow advisors
5. Stop blaming individuals and start fixing systems

For Service Advisors:

1. Learn basic diagnostic questioning techniques
2. Understand that "the customer said..." isn't enough - dig deeper
3. Translate customer language into technical language before passing to technicians
4. Don't be afraid to go back to customers for clarification
5. Build relationships with technicians - understand what they need

For Technicians:

1. Stop waiting for perfect information - ask questions proactively
2. Understand that advisors aren't trying to make your job harder
3. Learn to translate your technical needs into questions advisors can ask customers
4. Provide feedback to advisors about what information helps most
5. Remember: you're on the same team

For Service Managers:

1. Create communication templates and checklists
2. Facilitate regular communication training
3. Break down the "us versus them" culture
4. Measure communication effectiveness, not just blame
5. Recognize and reward good communication practices

If this episode helped you understand communication breakdowns in your workshop, please subscribe and leave a review! Your feedback helps other workshops discover these solutions.

1. EP32: Technician Pay Reality Check
2. EP33: The Recognition Revolution
3. EP34: Career Progression Myth

EP36: The Good People Myth (Next Episode)

Andrew has a variety of free downloads and tools you can grab.

Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical Professionals.

This podcast was produced by 'Podcasts Done for You' https://podcastsdoneforyou.com.au.