advisors deal with frustrated customers, unexpected vehicle issues and tight schedules. The environment can quickly become negative if team members focus solely on the problems. But what happens if service advisors see each interaction not as a complaint to manage, but as a chance to build long-term customer loyalty? What if they approach every issue with the mindset that they’re solving problems and providing peace of mind, rather than simply checking off tasks? This perspective shift creates a sense of purpose and pride in their work, which customers can see and feel. A positive attitude in service can lead to higher customer satisfaction scores, more return business and better word-of-mouth referrals. Training the Perspective Muscle: Like any skill, developing a positive perspective takes practice. It starts with awareness — catching ourselves in negative thought patterns and consciously choosing a different viewpoint. Dealerships can encourage this mindset shift by investing in regular training, celebrating small wins and promoting stories of success and perseverance. Mentorship programs, positive reinforcement, and supportive management can also help reinforce the habit of looking for the good in every situation. Over time, a positive perspective becomes the default rather than the exception. When this happens across all departments, it changes the culture of the entire dealership. Final Thoughts: In the retail automobile business, where every interaction counts and every detail matters, attitude is everything. And attitude starts with perspective. When we train ourselves to see the positive — even on the hard days, through long hours and with tough customers — we change the way we show up. We become more resilient, more creative and more effective. We connect better with customers, collaborate better with co-workers and lead better as managers. Changing your perspective won’t change the challenges of the auto business — but it will absolutely change your experience of them. And in this business, that change can be the difference between burnout and breakthrough, between surviving and thriving. For more information on how Ethos Group can help your dealership develop more leaders in your F&I office, sales management tower and your sales floor in 2025, please contact: Chris Nesseth at cnesseth@ethosgroup.com or (319) 270-4779, or Austin Shane at ashane@ethosgroup.com or (319) 296-8760. Maximize Your Dealership’s Potential. Contact Us Today: Chris Nesseth | cnesseth@ethosgroup.com | 319.270.4779 Austin Shane | ashane@ethosgroup.com | 319.296.8760 Learn More ethosgroup.com Your only IADA endorsed F&I Provider in Illinois Honor. Vision. Drive. Ethos Group partners with franchised dealerships nationally to increase revenue, lower overhead, and reduce the risk of doing business. CONSULTING ON-DEMAND LEARNING RECRUITING TECHNOLOGY Products with 2,800+ Variations Dealer-recommended platform enhancements released per day Steve Schmidt, Steve Schmidt Dealer Group Several years ago, we looked at switching from a long term F&I partner and Ethos Group was the one we chose. We couldn't be happier with the partnership that we have with them today, and we couldn't be happier with the decision we made. They came in and really worked to drive the numbers, drive our processes, and help instill a better overall culture. Mike Auffenberg Auffenberg Dealer Group We've been with Ethos Group since 2007, and since then, Ethos has been a critical part of our success. Ben Quattrone Serra Champaign Ethos Group representatives are truly committed to the success of your business, always pushing and finding ways to improve process, improve performance and profitability. One of the things that makes Ethos Group different, in my mind, is the quality of the representatives. Every Ethos Rep we've had over the years has had the highest level of expertise and conducted themselves with the utmost professionalism. 29 Illinois Automobile Dealer News
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