If you’ve been in the automotive aftermarket world for more than five minutes, you’ve probably heard all kinds of buzz about customer service. Everyone’s trying to stand out. Everyone’s trying to “wow” their customers. But here’s the thing: service is what you define. Satisfaction is what they feel. And if we don’t start there, we’ll miss the mark—no matter how shiny our processes are.

In today’s ultra-competitive market, success isn’t just about who can turn a wrench the fastest—it’s about creating a place where people actually want to show up and give their best. That’s where team building, culture, and emotional intelligence (Emotional Intelligence) come into play. And when you wrap all that in a layer of everyday positivity? Now you’re really onto something.

In the ever-evolving automotive industry, the role of a service advisor is both challenging and rewarding. As the bridge between the...