A free phone scripts playbook for independent shop advisors, built from the counter up, not the drive lane.
No spam. No upsells hiding in the download. Just the playbook.
Your tech finds the work. Your advisor writes it up. And somehow, month after month, the numbers don't move the way they should.
It's not a staffing problem. It's not a parts problem. Nine times out of ten, it's a words problem.
The advisor doesn't know how to open a call the right way. They fumble when a customer pushes back. They present a $900 job like they're apologizing for it. And the approved ticket ends up $300 lighter than it needed to be.
No one taught them what to say. They're winging it on every call, every day.
I had good advisors. Honest advisors. They knew cars. They knew customers. But every month when I looked at the numbers, something was off.
ARO should have been higher. Declined work should have been lower. And I couldn't figure out why, until I actually sat down and listened to how my people were handling calls.
The turning point was one question I started training every advisor to ask before they presented any work:
"If you don't mind me asking, what are your plans for this vehicle?"
That one question changed how every conversation went. Because now the advisor had context. They weren't guessing at what the customer wanted to hear. They knew. And the close rate went up.
That's not a trick. That's a system. And Words That Work is that system, laid out script by script, call by call, objection by objection.
I owned and operated an independent auto repair shop for over 35 years. I didn't read about service advisors. I hired them, trained them, watched them struggle, and figured out what actually moved the needle.
For the last 20 years, I've been coaching independent shop owners through group programs like War Room and Maverick Shop Owners, and training service advisors through ServiceAdvisorTraining.com.
The scripts in this playbook aren't what I think should work. They're what I've seen work, in real shops, on real calls, with real customers.
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If your advisors are inconsistent, nervous on the phone, or struggling to get approvals, this book is a must read.