The mindset service advisors need to embrace

The mindset of service advisors and shop owners plays a crucial role in the success and growth of the business, according to a shop coach.

Sabrina Wilkerson, a former service advisor and now a trainer at Elite, emphasized the importance of adopting a growth mindset during a session at the recent Midwest Auto Care Alliance Hi-Tech Training & Expo in Kansas City.

Wilkerson emphasized the distinction between a growth mindset and a fixed mindset.

“A fixed mindset is basically keeping you stuck, and saying, ‘Oh, I can’t get any better than this. This is what it is, or this is just how I am,’” she explained.

In contrast, a growth mindset encourages continuous improvement and adaptability.

“A growth mindset is saying, ‘What can I do to be better? What can I do differently? How could I have improved this situation?’” she observed.

In the automotive repair industry, it’s easy to become jaded and fall into a fixed mindset. Wilkerson urged shop leaders to help their staff consciously adopt a growth mindset. Ask yourself: “As an owner, what can I do differently? How can I improve my processes? How can I help my employees?”

This proactive approach can lead to significant improvements in shop operations and employee satisfaction, Wilkerson said.

For service advisors, dealing with challenging customers can be particularly frustrating. Instead of resigning to the situation with a fixed mindset and brushing it off as just another problematic conversation, Wilkerson encouraged advisors to reflect on how they could have handled the situation better.

“You need to make sure you’re taking on this growth mindset of saying, ‘How could I have done things differently to improve that situation?’” she advised.

Wilkerson also highlighted the impact of attitude on the work environment. Shop owners and managers set the tone for their teams.

“If you guys come in every day and you don’t enjoy what you do, that’s going to [pass] on to your employees. They’re going to feel that,” she noted.

To foster a positive and growth-oriented atmosphere, it’s essential for leaders to love what they do and demonstrate that passion to their team, Wilkerson added. By embracing a growth mindset and maintaining a positive attitude, shop owners and service advisors can drive continuous improvement, enhance customer service, and create a more fulfilling work environment for everyone involved.

“Remember that it starts with you and your attitude,” she said.

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