Changing The Industry Podcast

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In this episode, Lucas and David are joined by Ali Norton and Luke Wetters from Rozema Car Care. Ali shares her journey from being a self-described "professional job hopper" to finding her footing as a service advisor and now transitioning into a management role. The discussion covers the steep learning curve and challenges facing new advisors, the importance of a supportive shop culture, and how training and mindset shifts transformed Ali’s performance and the team's dynamic.

00:00 Career Change: From Job Hopper to Advisor
09:52 "Two-Year Competence Journey"
15:27 Adversarial Dealership Environment Impact
18:38 Dispatch Struggles Due to Skills Gap
22:10 Diagnostic Time Crunch Issues
31:20 "Detailed Info Speeds Up Process"
35:20 "Luxury Truck with 25 Miles"
39:12 Growing Pains of Business Ownership
43:54 Insurance Coverage Concerns
49:13 Insurance Coverage Risks Explained
58:03 Loaner Car Totaled: Driver Safe
01:01:13 Surprising Settlement: From 25K to 89K

What is Changing The Industry Podcast?

This podcast is dedicated to changing the automotive industry for the better, one conversation at a time.

Whether you're a technician, vendor, business owner, or car enthusiast, we hope to inspire you to improve for your customers, your careers, your businesses, and your families.