This post was originally published on CBT News
What should training look like now that we’re in 2025? Joining us on today’s episode of Inside Automotive is John Fairchild, High-Performance Fixed Ops Coach and the President of Fairchild Automotive Solutions, who will share his recommendations for fixed ops and service training this new year as well as his predictions for the year ahead.
Fairchild emphasizes that the core of fixed ops training in 2025 is execution, particularly in service advisor development. He highlights that training should be structured for enforceability, ensuring advisors can effectively apply lessons learned in fast-paced service environments. Without proper implementation, initiatives lose credibility, making future training efforts more challenging to enforce.
Additionally, Fairchild categorizes service advisor interactions into two primary advising situations: the write-up process and post-diagnosis discussions.
At write-up, customers fall into two main groups—Express customers (routine maintenance) and Repair customers (specific vehicle concerns). Express customers benefit from a pre-write-up process, where advisors review service history, previously declined services, and manufacturer recommendations. The goal is to present additional maintenance needs early in the process to set expectations.
For Repair customers, Fairchild stresses the importance of assumptive approvals. He advises service advisors to prepare customers for inspection results by framing recommendations in alignment with their long-term vehicle goals. Since the average vehicle on the road today exceeds 90,000 miles, advisors must tailor maintenance suggestions accordingly.
Another key point is ensuring service advisors conduct vehicle walkarounds consistently. While time constraints often lead advisors to skip this step, Fairchild underscores its importance in building customer trust and identifying potential service needs upfront. As conducted at the Pinnacle Center, role-play training and hands-on practice help reinforce these best practices.
Ultimately, Fairchild’s approach to fixed ops training in 2025 revolves around structured execution, proactive customer engagement, and a focus on long-term vehicle care—ensuring dealerships drive both service revenue and customer satisfaction.
“I firmly believe that service advisors are not salespeople. Okay, I said it. Their role isn’t about pushing products or upselling customers—it’s about advising, educating, and guiding them toward the best solutions for their vehicle needs.” – John Fairchild
