February 24, 2024 | 8AM – 5PM



Service Advisor 2.0 — Getting to “Yes” the Fun Easy Way

We don’t have to “sell” customers on the additional work needed: they are already in our shop. Plus, nobody likes to be sold. We just have to correctly explain the necessary maintenance and repairs to them.

Advisors will learn to build relationships that foster trust, which get approvals much easier than the old-school “benefits, value and safety.” They will learn tools to win potential new customers and communicate better with existing customers.

  • The Service Advisor has less stress because they are dealing with customers/friends
    who say yes easier.
  • Customers stay with shops longer because they know they aren’t being sold or
    manipulated. Which means shops may be able to lower their marketing budget for
    new customers.
  • The interaction contributes to a better experience in this new Experience Economy.

Victor Broski has more than four decades of experience in the automotive repair industry, from technician to service manager. He worked at five different German car repair shops, learning something from each. He eventually got a degree in speech communication which helps tremendously with the customer interaction because of his study of persuasion, influence, negotiation, nonverbal communication and conflict resolution.


Topic 1:

A Streamlined Approach to Diagnostic Dilemmas

This class capitalizes on the technicians’ ability to incorporate basic testing techniques with modern diagnostic tooling and combine it with available service information to solve seemingly difficult dilemmas. All with ease and efficiency, regardless of the vehicle type. The essence of the class is built around the idea that if adequate service information is present, a thorough understanding of one’s diagnostic tooling (and the tools’ limitations) as well as an understanding of the physics common to all vehicle’s system/components, ANYTHING can be diagnosed!

Topic 2:

Drivability from the Driver’s Seat Mastering Scan Tool Data Interpretation

Course objective is to first, take the novice drive ability-tech and offer insight as to how fuel injection strategy functions. After thorough discussion of what critical inputs are necessary and how they contribute to the decision of the proper fuel injector pulse width, interactive class exercises will begin.

The goal of the class is to have the attendees analyze the data and decipher which fault is responsible for the data being viewed at that time.

Attendees will leave with an understanding of fuel injection strategy, fuel feedback control and the ability to use generic scan tool data to make preliminary decisions about diagnostic-direction, right from the driver’s seat

Professional Background
-GM ASEP Certified Technician
-SATURN certified Master Technician
-Honda Factory Certified Master Technician
-Certified Master Hybrid Technician
-Diagnostic technician in multiple shop locations around the country
-Training instructor & Training Curriculum Development
-ASE C1 Service Consultant
-ASE L1, L2, L3, L4 Advanced Level Specialist
-xEV Electrical Safety
Professional Accomplishments
Brandon began his career at Northampton County Community College in Bethlehem, PA. There, he was a student of GM’s Automotive Service Educational program. In 2001, he graduated top of his class and earned the GM Leadership award for his efforts. He later began working as a technician at a Saturn dealership in Reading, PA where he quickly attained Master Technician status. He later transitioned to working with Hondas where he aggressively worked to attain another Master Technician status.
Always having a passion for a full understanding of system/component functionality, he rapidly earned a reputation for deciphering strange failures at an efficient pace and became known as an information specialist amongst the staff and peers at the dealership. In search of new challenges, he once again transitioned away from the dealership and to the independent world, where he specializes in diagnostics and drivability.
Today, he is the Technical Editor of Motor Age Magazine and an instructor with both CarQuest Technical Institute and WorldPAC Training Institute. Along with beta testing for Automotive Test Solutions, he continues to write for Motor Age Magazine and develops curriculum/submits case studies for educational purposes. Brandon also provides telephone and live technical support, as well as private training for technicians all across the world.
Brandon contributes weekly to FaceBook Automotive Chat groups and truly enjoys traveling across the globe to help other technicians attain a level of understanding that will serve them well throughout their careers.


Topic 1:

Becoming the Leader Your Team Will Follow

Becoming the leader your team will follow is all about knowing yourself, understanding your team and inspiring them to become better versions of themselves. A true leader will make a shop more successful. While there are many managers, few have the skills to lead. This workshop helps to explain the difference between managers and leaders, expose the greatest misconceptions about leadership, and give you practical tools for being the great leader your team really needs! In it I give you the tools to become a great leader resulting in a happier team, more sales on the front counter and customers who start as visitors but stay as loyal fans!

Topic 2:

Why Can’t We All Just Get Along?

Conflict in the shop between the Service Advisor and the Technician is all too familiar – particularly under increased business pressures. As shop owners, we expect higher billed hours per ticket as well as higher efficiency and productivity in the bays. Whether we are ON or OFF as a team, it all reflects directly on the bottom line. The reality is that work is accomplished through the collaborative efforts of many and differences are actually a positive force if you know how to harness them. This class will provide you with the tools you need to get your techs and advisors functioning as an effective team – immediately improving your profitability

Rick White has been working in the automotive repair & automotive coaching industries for greater than thirty years and is currently an AMI approved training instructor. He brings to the table a career’s worth of technical and management experience, which includes owning and managing several successful automotive repair shops.

Currently, Rick is President of 180BIZ, a business coaching & training company proudly serving the independent auto and truck repair shop owner since 2006. Rick is acknowledged as an industry expert and has been featured in many automotive trade publications such as AutoInc., MotorAge, Parts & People, Auto Report, Automotivation, Ratchet & Wrench, and Success Magazine. Last year, 85% of Rick’s clients had their best year yet. Did you? Reach out to Rick at



Wheel Alignment Class

This course is designed for the new or less experienced individual with a desire to learn fundamental four-wheel alignment. This course is covering alignment theory, common OEM adjustment methods found on light duty vehicles and basic tire/wheel balancing theory and tire wear patterns. It also includes an overview of suspension and steering systems with detailed instruction in performing proper inspection procedures. The learning objectives are the participant will be able to: Describe camber, caster, toe, and thrust angle and the related effects these angles have on tire wear and vehicle handling.
Understand the components of a proper pre-alignment inspection of the suspension and steering systems. An understanding or potential adjustments, parts and accessories to properly align a vehicle and the impact of the alignment and tires to systems such as the braking system and automatic driver assist systems.



Basic Electrical

Discuss basic electrical concepts applicable to automotive components, circuits and systems. Common failures, diagnostic techniques and repair procedures are covered. First 10 registrants get a Tire depth guage and/or Digital Volt Ohm Meter.


Mr. Carretta is an ASE Master Certified Technician with 20 years’ experience working in the automotive field as a repair technician. Mr. Carretta has been an Associate Professor at the Montgomery County college for 17 years and has been Program Director for the last 4 years. He teaches WDCE courses which include Brakes, Suspension & Steering, Electricity, Engine Repair and Engine Performance and teaches the credit courses AUTO220 Automatic Transmissions/Transaxles & AUTO270 Automotive HVAC. He has an AAS Degree in Automotive Technology from Montgomery College and is completing his BS Degree at Weber State University.



Servicing Today’s Tire, Wheels, and TPMS

This session will cover a variety of topics related to the different changes in technology for passenger and light truck tires, wheels and tire pressure monitoring systems (TPMS). Topics will include:

Basic tire service safety; Tire replacement guidelines; Vehicle lifting (include EV’s; Demounting, mounting, and inflating low-profile and run-flat tires with TPMS sensors; Repairing tires with sound-suppression foam and manufacturer sealant material; Wheel torque and clamping force; TPMS regulations and service/relearn procedures; Tire and wheel inspection guidelines

Join the Tire Industry Association (TIA) for this informative presentation on the steps that automotive repair and maintenance companies must take to properly and safely service the tires, wheels and TPMS on modern passenger cars and light trucks. This session is designed for sales personnel, managers, and technicians so that everyone in the shop understands the recommended practices to protect employees



Customer Service – Shop Communication Essentials

Customer to Service Team to Technician Team to Service Team to Customer back and forth and back Again. Here are some of best communication practices available for any shop. When done right, everyone benefits, and the entire experience enjoyed at every step of the repair/maintenance process



Electronics in the Modern Automobile

This is a Hands-On Class – Bring your DVOM! Explains the application of semiconductors and other electronic components in the automobile of today — Topics covered include: Construction, function, identifying ratings, and testing of the following components: Diodes – for rectification, circuit protection, current control, Zener diodes (for voltage regulation), Relays and solenoid circuits.