Service advisor turnover is hitting 49%. It is one of the most expensive problems in the automotive industry today. But according to Christopher Craig — automotive expert, author, and U.S. Army Reserve Officer—the problem isn't just about pay or long hours. The problem is the fundamental difference between a Manager and a Leader.
In this episode of VADA Live, host Dan Carrigan sits down with Christopher to reveal why "managing numbers" is driving your people away—and how "leading people" brings them back.
In This Episode, You Will Learn:
- The Communication Crisis: Why 99% of customer frustration actually stems from internal communication breakdowns.
- The "Rhythm" Method: Christopher shares the exact text-messaging strategy that earned him over 60 five-star surveys in a single month.
- Managing vs. Leading: Why managers focus on spreadsheets, but leaders focus on people—and why confusing the two is the primary driver of the industry's 46% turnover rate.
- Military Leadership: Lessons from the U.S. Army Reserve on the critical balance of delegating authority while retaining responsibility.
- The Future of Fixed Ops: Why AI won't replace human advisors, but will replace advisors who refuse to adapt.
"If you can put it in a spreadsheet... that's something you manage. What you can't stuff into a spreadsheet is people."
About Our Guest: Christopher Craig is an automotive industry professional whose experience spans dealership fixed operations, training, and curriculum development. He is also a U.S. Army Reserve Officer and a content creator with over 125,000 subscribers.