The Walk Around Problem: Advisor Issue or Leadership Failure?

They need to do it.

They see the value in it.

But very few consistently execute at a high level the service walk around.

Now, here's the reality.

Most leaders think walk arounds are on the advisor's plate.

It's an advisor issue.

They think the advisor is lazy.

They think the advisor doesn't want to do them.

They think the team just needs more training.

But Eric, you and I have both seen that the biggest issue is leadership reinforcing the accountability and culture.

And that's what we're going to unpack today.

So let's start with the basics, Eric.

Why are walk arounds still one of the most important parts of the service drive process in 2026?

When you really look into the walk around, I don't think the walk around is ever going to go away for one reason.

It's more than just a walk around.

And this is where I really want to look into the process itself.

This is an opportunity for the service department to be able to interview the customer to understand on top of the repair, on top of the maintenance, whatever it is that they're there for, what else is important to the customer? Every one of our clients, every one of our customers that steps foot inside of our service department has something that is important to them that could be time that could be budget that could be that they have an event that could be that they're going on a trip with the vehicle there are so many different reasons and this is our opportunity as a service department to understand what else is important to our customer beyond just fixing their car and this is what separates the great service departments to great service experiences from a transaction

Absolutely.

And I think in short, what Eric's saying is building trust is a way to do that with the customer, right? Being professional, if you want to get paid, and I say this all the time in training classes, if you want to get paid like a professional, you got to be willing to do what the professionals are willing to do, right? They don't just show up for practice and then the big game and that's it.

There's so many little things that are involved to get to that point right.

That they have to do.

So we, we as a service department and a service industry, we're there to take care of the people without the people.

There is no, there is, there is no business, right? So we got to create transparency, identify people, how to educate to that customer, how to communicate with that customer on opportunities for their vehicles that are required to be done so they can take care of it so they can have that great experience.

Reducing comebacks is another thing and uncovering damage.

I know you've said this before in training classes that I've been with you.