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In this episode, Michael Doherty talks about phone skills for service advisors. He emphasizes the importance of treating every incoming call as a quality lead, urging advisors to dig deeper and ask better questions rather than making quick judgments about customers. Michael also highlights that building trust and long-term relationships starts with that very first phone call, and reminds advisors that objections from customers are often just hidden opportunities to build value and confidence.

Timestamps:
00:00 Defining Quality Leads for Advisors

03:45 Client Calls: An Advisor's Opportunity

08:23 Probing Questions Boost Customer Trust

10:36 "Focus on Relationships, Not Sales"

15:12 "Building Relationships for Business Growth"

16:59 "See You at SEMA?"

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