Ep 79 - Joe Marconi & Sabrina Wilkerson | Why Service Advisors Will Make Or Break The Shop

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Joe Marconi and Sabrina Wilkerson are with the best coaching company in the world: Elite Worldwide. Today, they and Mike talk about how to build a strong, service-oriented shop culture. Sabrina shares how the Elite Masters program aims for long-term behavioral change with advisors, blending bootcamp-style training with months of accountability. Joe explains how Fly with the Eagles evolved to help not just shop owners but managers, advisors, and lead techs master the business side of operations.

Timestamps:
00:00 "Elite's Culture and Purpose"

04:32 "Fly with the Eagles Commitment"

07:53 Advisor Training with Long-Term Impact

10:22 Evolving Shop Owner Training Workshop

14:17 "Client Auto Repair Struggles"

17:41 Customer Experience Over Details

21:08 Creating Welcoming Customer Experiences

22:51 "Touchpoint Process Optimization"

27:21 "Record Year, Growing Partnerships"

32:22 "Topshop 180: Foundational Support Program"

35:20 Inspired Writing Journey

37:12 Trust the Process

42:53 "Smart Room Change Request"