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Marshall Sheldon
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Aug 10, 2026
More Tools, Worse Service: Are Service Advisors Overloaded? | 10 Mill Mastery
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Marshall SheldonGUEST
Another topic that, uh, it was kind of jazzing me up, you know, we were in-- some of us were in SDL this morning, the Service Drive Live.

Marshall SheldonGUEST
We were in the Service Drive Live meeting just, uh, and for any of you guys that are wondering what that is, it's mostly fixed ops people in there just trying to get better every week, week over week, talking about things that, uh, that are important in the industry and how to get better.

Marshall SheldonGUEST
So what, what we talked about today was, you know, service advisors and, uh, you know, what the role looks like these days, things like that.

Marshall SheldonGUEST
And, you know, we kinda have, uh, some of our own thoughts after the fact, and, uh, I know for sure, like, what I see that the service writer role is really evolving over time, especially with all the AI stuff, the technician videos, all of these things where, like, the technicians are adding a lot of this value to, uh, selling to the clients.

Marshall SheldonGUEST
... as you were talking about that, I, I hadn't even thought about that, but, like, we just keep skinning this cat.
There is NO Technician Shortage but there IS a Retention Problem
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16:03

Marshall SheldonGUEST
So last year, pretty much the same time at my old dealership, GM was sponsoring the Calgary stampede.

Marshall SheldonGUEST
So they had all the executives were out and they came through the dealership and they, they, so I got pulled to the side and had a conversation with like the the president of GM Canada and their, uh, their like head of like technician resources and stuff like that.

Marshall SheldonGUEST
And they were like, Oh man, you gotta, you gotta shop full of technicians here.

Marshall SheldonGUEST
They're like, was it really like, you know, that must've been really hard to find.

Marshall SheldonGUEST
And I said, you know what? That it took a long time to build it to where it's at because it's hard to find quality technicians.

