On today’s episode of CBT Now, Don Andres, author of Why Auto Service Departments Fail to Grow and Owner of Auto SCT Consulting & Training, joins us to discuss how automation tools can both help and hinder dealership service departments. While AI offers efficiencies, Andres cautioned that an overreliance on tech risks ending customer relationships, which is a vital element for service approvals and retention.
“Some of these products are phenomenal…but at the end of the day, nothing has ever changed as far as getting yeses for needed services... without connecting with a customer and having some type of engagement.”
With more than 40 years in the fixed ops, Andres has seen the evolution of the service department firsthand. Today, many dealers are using AI and automation for appointment scheduling, follow-ups, and inspection videos. While these tools can streamline communication, Andres warns that they don’t replace the need for personal engagement.
Andres also pointed to a common misstep: relying solely on technology to send customers video inspections without first establishing trust during the initial write-up process. Without context or follow-up, customers are more likely to decline services with a simple click, especially if they don’t understand what they’re seeing.
To ensure automation supports rather than replaces advisors, Andres recommends a proactive human touch, which starts the day before an appointment. In addition, he advises service advisors to:
- Review upcoming appointments and customer concerns in advance.
- Check for open recalls.
- Personally call the customer to confirm the details and introduce yourself.
This simple outreach, he says, sets expectations, reduces missed appointments, and helps build early rapport.
Looking ahead, Andres sees promise in AI tools that follow up on declined services and handle post-visit satisfaction checks. He’s even consulted with developers to help train AI systems in navigating customer objections and complex conversations. Still, he emphasized that technology should serve as a support system, not a substitute for a well-trained, people-first service team.
Nevertheless, he emphasizes that anxiety is common among service customers, especially those who are unsure about their vehicle needs or concerned about the cost. However, a personal call from the advisor not only eases nerves but also builds accountability. Customers are more likely to show up and say yes to recommended work when they’ve had a real conversation with someone they trust.
