Episode 209 - The Path to Becoming a Rock Star Service Advisor with Samantha Higdon

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In this episode, David and Lucas are joined by Samantha Higdon, a recent winner of the 2024 APEX Service Advisor award. Samantha shares her journey from being a CSR to an award-winning Service Advisor and her transition into a new role focused on marketing and finances. The discussion delves into how her father's experiences running the shop influenced her career path and the importance of robust processes in maintaining a successful business. For insights on effective team management and the impact of family dynamics in the automotive industry, don’t miss this episode!

00:00 ASMR Audio: Balance Needed

06:10 Vulnerability and Life's Unexpected Turns

08:16 Workaholic's Transformative Wake-Up Call

12:37 Family and Career Decisions

16:05 Advisor Experience and Challenges

18:14 Effective Client Process Management

19:43 Process Consistency or Client Frustration

23:48 Becoming a Natural Leader

27:34 "Audio Venture's Overnight Success"

31:51 "Storyline Over Acting"

33:03 Distracting Meth Head with Digging

38:17 Competency Over Gender Bias

41:08 Generational Struggles and Addiction

43:30 Mechanic Treatment System Challenges

48:29 Performance Accountability Challenges

49:34 Hiring a Non-Accepting Manager

53:31 Q7 Maintenance and Mileage Report

57:14 Teen Restrictions and Choices

58:59 Technician Tearful Over Beetle Convertible