{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Shop Talk Her Way","title":"Why Great Service Advisors Are Made, Not Born | Ep 16","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/ae63c993\"></iframe>","width":"100%","height":180,"duration":2332,"description":"In this episode, JeanAnn SaintGrace talks about the balance between the art and science of being a great service advisor. She breaks down why understanding both the technical side of the job and the customer’s emotions matters, especially when people are stressed and facing big repair decisions. Whether you're an owner, advisor, or technician, JeanAnn shares practical advice on building a strong shop culture, training and supporting your advisors, and getting better at handling those tough conversations at the counter.\nTimestamps:\n00:00 Role of Service Advisors in Shops03:10 Handling customer crises with empathy08:30 Pressure on automotive service advisors09:47 Life as an auto shop advisor14:54 Handling Client Complaints in Auto Repair18:54 Handling customer inquiries calmly20:29 The art of effective conversation25:47 Handling customer cost objections29:26 Building a supportive team environment31:00 Integrating new team members34:45 Importance of Advisor Role","thumbnail_url":"https://img.transistorcdn.com/q_dcYl97XvsFQ6bcQkBJdL9zSZnZZSQltmWpYle-pkY/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS85ODA4/MDdmN2IxZjNkYzJi/MmZkNmE0Y2NlZjg4/N2Y1NS5KUEc.webp","thumbnail_width":300,"thumbnail_height":300}