Most dealerships know retention matters, but too many start the process after the customer’s already gone. They send a reminder email. Maybe a BDC call. Sometimes an incentive. But by then, it might be too late.
That’s why Kieran Stack, founder of Service 101 and a globally recognized aftersales trainer, takes a different approach. In his words, the service advisor isn’t just managing a repair order; they’re shaping the customer’s entire perception of the dealership. And if that experience feels rushed, robotic, or purely transactional? The customer won’t come back.
In a recent episode of the Retention Roadmap podcast, Kieran broke down what separates average advisors from great ones and how dealerships can build a culture that turns service visits into lasting relationships. His approach centers on mindset, language, and leadership that equips service advisors to build real trust.
Because when you help customers feel heard, valued, and taken care of, they want to come back.
From Transactions to Trust: Why the Advisor’s Mindset Matters More Than the Menu
Service isn’t something customers want. It’s something they tolerate. That’s why your advisors need to make the experience worth returning for.
Here’s how Kieran Stack puts it: “Nobody looks forward to getting an oil change. Or new tires. No one says, ‘I can’t wait to get my brakes done.’” That’s why the traditional, transactional approach in the service lane — check them in, quote the work, get approval, move on — just doesn’t cut it anymore.
The better path? Make service feel less like a chore and more like a relationship.
Kieran trains advisors to stop thinking of themselves as order-takers and start seeing themselves as relationship-builders. It starts with one key question: Are you helping customers want to come back?
When advisors take time to connect — to listen, explain, follow up, and build trust — the results speak for themselves. Customers return more often, spend more freely, and recommend the dealership more confidently.
And it all starts with a shift in mindset: from “close the RO” to “care about the person.”
Skills Pay Bills: What Top Advisors Do Differently
The best service advisors don’t wing it. They study. They practice. They train. And it shows.
When Kieran talks about advisor performance, he doesn’t start with metrics; he starts with mindset. The biggest difference between top performers and everyone else isn’t a secret sales tactic or clever upsell technique. It’s what’s happening between their ears.
Top performers stand out by:
- Treating every interaction like it matters, because it does.
- Investing in their communication skills, not just their product knowledge.
- Constantly refining their approach, not just repeating what “works.”
Bottom line: if you want better results in the service lane, it starts by helping your people grow.
The 3 Cs of Onboarding (and Why Most Advisors Leave)
Too many service advisors are set up to fail before they even start. Kieran sees it all the time: someone new joins the team and gets handed what he calls the three Cs of onboarding:
“Here’s your Chair. Your Computer. See you later.”
That’s not a training program, and it’s one of the biggest reasons advisors burn out or bounce within the first year. According to Kieran, most advisors are missing three critical types of training:
- Technical knowledge (especially as EVs and infotainment systems evolve)
- Sales skills (how to communicate value without pressure)
- Customer service skills (how to build trust, not just close tickets)
If you don’t give advisors the tools to succeed — especially non-technical hires — they won’t stick around. And when they leave, so do the customers they were building relationships with.
The fix? Give them structure, not just a seat. And invest in their growth before they hit burnout.
Final Takeaway: Train the Mindset, Not Just the Menu
Retention isn’t about software. Or pricing. Or clever incentives. It’s about people.
That’s what Kieran drives home again and again — your advisors are your retention strategy. If they’re equipped with the right mindset, the right language, and the right support, customers will come back. If they’re not? No program can save you.
Here’s what Kieran wants every dealership to remember:
- Start with Mindset: Service advisors are there to help, not hustle.
- Invest in Training: Not just once. Build a culture of coaching.
- Give advisors the tools to succeed
Want to hear the entire conversation? Listen to the full episode here.
Need help making retention feel automatic?
DriveSure helps dealerships turn oil changes into lasting relationships—with renewable benefits, service-lane prepaid maintenance, and customer-first communication tools that drive results. Book a consultation today.