The automotive industry is changing faster than ever. Customer expectations are evolving, technology continues to reshape the dealership experience, and service departments can no longer rely on doing things the way they've always been done.

Kieran Stack talks about why embracing change isn't optional for today's dealerships. From coaching service advisers and developing stronger leaders to improving customer communication and building service departments that customers genuinely want to return to, he shares the practical mindset shifts that separate thriving dealerships from those that get left behind.

Whether you're a dealer principal, service manager, service adviser, or someone building a career in automotive, this episode is packed with practical insights on leadership, aftersales performance, customer experience, and why the dealerships that continue to evolve will always have the competitive advantage.

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👥 Host:
Cameron Cresswell
linkedin.com/in/cameroncresswell/

🎤 Guest:
Kieran Stack
linkedin.com/in/kieran-stack-49060246
linkedin.com/company/service101/

00:00 Introduction to Kieran Stack
02:05 Kieran's Journey to Australia and Training
03:27 The Philosophy of Service 101
05:13 The Role of Service Advisors
09:54 The Changing Landscape of Service Advisors
11:31 The Importance of Training and Communication
17:25 Selling vs. Helping in Service Departments
22:51 Consequences of Neglecting Vehicle Maintenance
28:01 Feature, Function, Consequence in Service Sales
29:15 The Evolution of Communication in Service Advising
31:23 The Importance of Effective Communication
35:37 Understanding Customer Needs and Rejections
40:22 Creating a Memorable Customer Experience
46:42 The Role of Technology in Service Advising
50:59 The Future of Service Departments
56:45 Final Outro.mp4