More Tools, Worse Service: Are Service Advisors Overloaded? | 10 Mill Mastery

Dealerships have added BDCs, technician videos, digital inspections, AI, warranty processes, new software, and more administrative responsibilities. So why does the customer experience often feel the same—or even worse? In this Ten Mil Mastery conversation, Marshall, Josh Arnold, Brent Osmond, and Joshua Taylor compare automotive and heavy-duty service departments, examine how the service advisor role has changed, and discuss the administrative work increasingly being pushed onto technicians. The problem may not be the technology itself. The problem is adding tools without delivering the training, expectations, leadership, and measurement required to use them successfully. The practical takeaway for dealers is straightforward: Map every task your advisors and technicians perform. Separate customer relationship work from purely administrative work. Train each process clearly. Measure whether the process improves communication, productivity, customer satisfaction, and profitability. Every new tool should make it easier for your people to care for the customer. It shouldn’t simply become another task they’re expected to manage. What’s one process in your store that has become more complicated than it needs to be? Leave it in the comments and join the conversation. Subscribe for more conversations about technicians, leadership, fixed operations, and the people responsible for keeping the world moving. Negative Pushes Positive Pulls God Bless j. Follow Brent Osmond: https://www.linkedin.com/in/brent-osmond-7b8302149/ Dynamic Diesel Solutions https://www.linkedin.com/company/dynamic-diesel-solutions-canada/posts/?feedView=all Follow Marshall Sheldon https://www.linkedin.com/in/marshall-sheldon-981349176/ Briggs Industrial Solutions https://www.linkedin.com/company/briggs-industrial-solutions/ Follow Josh Arnold https://www.linkedin.com/in/josh-arnold-%F0%9F%A7%B0-aa249b349/ Continental Automotive Group https://www.linkedin.com/company/continentalautomotivegroup ⚠️ Disclaimer: I’m a licensed mechanic. That doesn’t mean I know what I’m doing, whether it’s fixing things or filming things. Do your own due diligence. Listen to The Wrench Turners Podcast: Spotify: https://open.spotify.com/show/1ScwRP0DFMtDsp83JxPhPK?si=26aeb4be65da45eb Instagram: https://www.instagram.com/mrjoshuataylor/ LinkedIn: https://www.linkedin.com/in/mrjtaylor/ Chapters 0:00 The advisor role changes 3:34 Should administration be separated? 5:22 More tools, worse results 6:23 Has service gone backwards? 6:55 Automotive versus heavy duty 7:37 The service mindset 8:58 Why customer trust matters 10:21 How dealers can improve