Put the CARE in Car Care
The technician examines and tests the vehicle. The advisor conducts the consultation—with the calm, clarity, empathy, and follow-through customers expect from a trusted professional. No customer should leave wondering what we found, why it matters, what choices they have, or what happens next.
Treat customers like family: tell the truth without pressure. Respect everyone: protect the customer's right to decide. Be proud of the job you do: use evidence, document clearly, and own the next step. Positive and upbeat: stay calm and useful when the answer is difficult. That is how we help people WIN TOGETHER and deliver an EXCELLENT and EASY experience.
The CARE consultation
Good bedside manner is not a script or a personality type. It is a repeatable way to help someone understand an important decision.
1 · Ask permission
“Can I walk you through what the technician found?”
2 · Start with their concern
Connect the findings to the reason the customer came in.
3 · Show and translate
Use measurements, photos, video, and test results—then explain them in plain language.
4 · Pause and respond
Give the customer room to react. Acknowledge surprise, concern, or frustration before moving on.
5 · Decide together
Recommend clearly, explain real choices, and protect the customer's right to decide.
6 · Safety-net the plan
Confirm authorization, timing, the next update, and what to watch for if work is deferred.
Eight-week learning path
Complete each week in order. Each lesson includes a standard, a Dyer word track, a realistic service-drive case, and a coaching rep.
Certification gates
Finishing the lessons is preparation—not certification. A certified CARE advisor has demonstrated the standard in knowledge, practice, and live customer work.