Common Myths About Service Advisors (and the Truth Behind Them)

Ever heard someone say, “Service advisors are just receptionists,” or “Only big shops need one”? If you’ve been around the automotive industry long enough, you’ve probably heard it all. The problem is, these myths can hold your business back, especially if you’re trying to do everything yourself, or you think a Virtual Service Advisor (VSA) “won’t work for my shop.” Let’s set the record straight.

Myth 1: “Service Advisors Are Just Receptionists”

The Truth:
A real service advisor isn’t just answering phones, they’re your workflow co-driver. They keep the day running smoothly, translate customer concerns into clear instructions for your techs, and make sure nothing falls through the cracks.
Real-world example:
When you’ve got a true advisor (in-house or virtual), jobs get booked properly, customers feel heard, and your techs aren’t left guessing. Compare that to just having someone at the front desk taking messages, big difference.

Myth 2: “Only Big Workshops Need a Service Advisor”

The Truth:
Small shops actually benefit even more. When you’re running lean, every missed call or forgotten follow-up hurts. A VSA is the “magic pill” for small teams, handling bookings, quotes, and customer updates so you can stay on the tools (or get home on time).

Myth 3: “Customers Don’t Care Who They Talk To”

The Truth:
Customers want to feel looked after. Trust and clear communication are what drive approvals and loyalty. If you’re always flat out, customers notice when they’re rushed or ignored. A dedicated advisor or VSA makes sure every customer gets the attention they deserve.

Myth 4: “A VSA Can’t Build Relationships Like Someone In-House”

The Truth:
VSAs use scripts, digital tools, and consistent follow-up to build trust, sometimes even better than a distracted in-house team. They send pre-arrival messages, keep customers updated, and follow up after the job. The result? Customers feel informed and valued, every time.

Myth 5: “It’s Cheaper to Do It Myself”

The Truth:
Trying to do it all yourself costs you more than you think. Missed calls, lost jobs, admin piling up after hours, it all adds up. A VSA or dedicated advisor pays for themselves by freeing you up to focus on the work that actually makes money. You are worth way more then you will EVER pay a VSA.

Myths vs. Reality: Who Does It Best?

The Overwhelm: Why Believing These Myths Holds You Back

If you’re still buying into these myths, you’re probably feeling the pressure, late nights, admin piling up, and customers slipping through the cracks. The truth? You don’t have to do it all yourself. A VSA is the shortcut to busting these myths, getting your time back, and making your workshop run smoother (and more profitably) than ever.

Ready to see the truth for yourself?
Book a free session with Workwise Auto Solutions. We’ll show you how our trained VSA’s can bust these myths, streamline your workflow, and help your workshop grow, without the overwhelm.