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I was introduced to the automotive service industry by Alana many years ago. With her many decades of experience, she equipped me with the necessary tools and skills to be the top-performing service advisor at my dealership for over 10 years! I strongly recommend learning from Alana as she offers a no-nonsense approach to service unparalleled in the industry. She is always available to answer my questions and offers sage advice when I need it.

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                        ~A.J Bergin Senior Service Advisor 

Alana is absolutely amazing. The service was exceptional!  She really cares about her customers. I feel extremely valued as an XYZ Dealer customer. She goes the extra mile to make her customers happy. Your dealership definitely has the ADVANTAGE with her on your team. Please recognize her for doing an awesome job. I am referring my friends/family to your dealership. 

                          ~Darlene D.C Customer

My experience at XYZ Service was great from start to finish. Alana was very friendly and professional on the phone booking the appointment and in person when I picked up my truck. She coordinated the Parts for my Leveling kit with the accessories department and everything went ahead with zero issues. Best service I have ever received at a dealership.

                         ~Curtis W Customer

More Feedback

What can you learn, when you are ready to learn?

I think the biggest thing I have learned is that I have a fear of rejection and if I do not ask for the sale every single time, it will not be possible to reach my goals. We have done it now three times where I have hit the customer with an enormous bill and they ended up proceeding with the work. I appreciate you showing me different ways to present the recommendations and $ amounts. You have also helped me keep organized and showed me different ways in my SDL that I can use to keep myself on track and the customer more informed. Another thing you have helped me with is the organization of my paper work. By having the "tax in total" and "reviewed" lines on the paper work will certainly make for less issues upon pick up and the customer will not have any surprises. I definitely believe we could benefit from some more time together but I have truly enjoyed the time we spent together thus far! R.U, service advisor

Thank you so much for your help, guidance, enthusiasm, knowledge, and overall positive and energetic attitude. I can't speak highly enough of the combination of assessments that you provided- you gave amazing insight to help me advance with my job and with my customer service. You have taught me a lot about myself, and strategies to overcome my fear of rejection with customers. You have given me insight to perhaps stop seeking their approval or hinging my self-esteem on others "reactions". I know how to approach recommendations better, and in a way that doesn't come across as pushy, and if rejected, instead of feeling upset or defeated, I will tell myself that my opportunity is coming soon, and to keep trying - "Every customer every time". I am sad the time you have here is coming to an end, you truly have changed the communication and organization between departments in a lot of ways. You have truly made a difference, and made me want to strive for ways to become a better advisor. T. P., Service Advisor

I've been having a solid month, and I can say for sure I couldn't have done it without you. Here are some key things that I've learned in the past few weeks: I can honestly say that I've heavily underestimated the law of averages- as you've said in your book, volume is key, and the more asks, the more sells. It's simple math, and coming from an engineering background, I'm almost embarrassed to say that I never thought about how simple it is when you break it down like that. And although I personally feel that I bite off more volume than I can chew when it comes to customer amounts, I take the law of averages to heart now when I think about how many services I should be offering to my clients. Same goes for having a systematic approach in general; I think my system is still quite sloppy, and when I get quick at my check ins, I think then I'll be ready to take on more volume. One habit I need to master is to focus on the customer, and I think I need to slow down, clean up my open ROs and start fresh so I can really focus on the customer. Last thing I'd say is I've learned how to push myself in this job; There's a fine line between fully applying yourself and being a workaholic, and I think I'm slowly finding points in my work where I think I should put more effort, and definitely lots of areas where I recognize that I need to cut myself some slack and relax. You've been a great teacher so far; I think I am taking quite well to your harsh, "just do it" style of teaching- It's not for everyone but it's absolutely for those that are obsessed with success. N. C., Service Advisor

I just wanted to say I truly have no real bad feedback. I think overall the experience with you here was just amazing, from the time you came till you left. I wish we got to spend more time together. Everything that you suggested helped and helps still a lot! I've been working hard on re training my brain with word tracks lol I also just started your book too! I cant wait to get through it 🙂 I thought it was super helpful to actually update SDL on CDK. I think its much easier for the cashiers to also update my customers if for some reason I am not able too (So thank you for that too!) We haven't necessarily worked out all the kinks yet between parts and service but it certainly is getting much better! Ive also noticed the technicians doing much more with the recommendations. Thank you again for spending time with me. I hope to see you again very soon! D. L., Service Advisor

I really appreciated the daily detailed notes. It made it easier to pick off some easy wins and make a prioritization list. The appointment coordinators benefited so much and I’d love to have you come back and spend more time with them. Providing them with worksheets to better understand the why behind certain recommendations was great. Based off your conversation with be about BG, I have contacted them and asked them to work on some Kia sheets we can package. I think this will be a great revenue builder. I think it would be nice if we would have also coordinated some Advisor time away from the desk. Now that you have met them and seen them work, they could benefit from some 1-on-1 undistracted time where perhaps you set 1-2 goals and how to achieve. Can’t wait to have you come back! E. H., Service Manager

I just wanted to let you know that the 3 weeks we had with you were fantastic. Your knowledge and willingness to teach about the service industry was truly second to none. I learned a lot about a job that I thought I knew everything about. Any dealership that gets to have you come on board is in for a real treat. You have helped me in my approach in dealing with clients face to face and over the phone. You have helped unlock gems on selling work and maintenance, all while keeping your composer when in the face of adversity. Thank you for the time you spent with me and helping me get better at my craft! H. H., Service Advisor

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