Why Control Builds Trust

In the world of fixed ops, one of the most underrated skills a service advisor can develop is the ability to confidently control the customer’s visit. And no, I’m not talking about being pushy or robotic. I’m talking about leading the experience—from the moment the customer pulls into the drive to the moment they leave with their keys and a smile (ideally).

Let’s be honest: most customers don’t love bringing their car in for service. They’re unsure, skeptical, maybe in a rush. What they want—whether they realize it or not—is someone who knows what they’re doing, someone who can guide the process and take the stress off their shoulders. That someone is the advisor.

It Starts at “Hello”

The first few seconds of an interaction matter. A lot. When an advisor greets a customer confidently and professionally, it immediately sets the tone. It tells the customer, “You’re in good hands. I’ve got this.” But when the greeting is rushed, distracted, or hesitant, it leaves room for doubt. That doubt can snowball into pushback, price objections, or a lack of trust throughout the visit.

Controlling the visit starts by owning that first impression.

Ask Questions Like You Mean It

One of the biggest mistakes advisors make is becoming “order takers.” The customer says, “I just need an oil change,” and the advisor just nods, writes it down, and moves on. But a strong advisor takes that moment to ask deeper questions—What makes you think you need one? Any unusual noises, smells, or changes in how the car’s driving? Have you noticed anything else?

This isn’t just about upselling. It’s about making sure we actually understand the customer’s concern and uncover any potential issues early. It builds trust. It shows we care. And most importantly, it gives the advisor control over what happens next.

Explain the “Why” Clearly and Confidently

Once the inspection is done and the recommendations are ready, the advisor has another key opportunity to lead. This is where control really matters. Instead of just listing off services and prices, the advisor should frame each recommendation with clarity and confidence—“We’re recommending the brake fluid flush today because it’s due by time and mileage, and clean fluid is what protects your braking system long-term.”

People don’t buy what they don’t understand. They also don’t trust people who sound unsure of what they’re saying. The advisor’s tone, body language, and word choice all matter here. The goal is to educate without overwhelming and to help the customer feel like they’re making an informed choice—not being “sold.”

Own the Communication

Nothing derails a visit faster than silence. If the advisor doesn’t stay in control of the communication throughout the day, the customer will call and ask, “Any updates on my car?”—and that’s when control starts to slip.

Great advisors proactively set expectations early: “You’ll hear from me by 1 p.m. with an update either way.” And then they follow through. Simple, right? But it makes a huge difference in how the customer perceives the experience. It reduces frustration, builds credibility, and keeps the advisor in the driver’s seat of the visit.

Finish Strong

Closing out the visit is just as important as starting it. A confident advisor doesn’t just hand over the invoice and say, “You’re all set.” They take the time to explain what was done, what the customer should expect next, and—yes—what’s due soon. Booking the next appointment before they leave isn’t just a sales move. It’s good service.

Customers want to feel looked after. They want to feel like their advisor knows what’s best for their vehicle and is helping them stay ahead of issues. That feeling doesn’t come from winging it. It comes from controlling the visit with intention.

Confidence = Control

Here’s the truth: when a service advisor leads the visit with purpose, the customer doesn’t feel “sold to”—they feel taken care of. And that’s what brings people back. It’s not about scripts or slick word tracks. It’s about owning the process, knowing your stuff, and being confident in the role you play in the customer’s experience.

So if you’re an advisor reading this: start paying attention to how you lead each part of the visit. If you’re a manager or GM, ask yourself—Are my advisors leading, or are they reacting?

Because when advisors control the visit, they don’t just improve CSI—they drive real results.