Robert Roy Orr is a service advisor based in Clio, Michigan, with more than 35 years of experience in customer service, sales, and leadership. Growing up in Flint, Michigan, he learned the value of teamwork through football, school band, and the people who surrounded him. After graduating from Hamady High School, he attended Mott Community College for three years and continued building his professional skills through sales training, including Sales RX.
Robert spent 23 years with Dukes Car Stereo, where he worked his way into management, serving 17 years as a manager and 12 years as a branch manager. Those years taught him that success isn’t just about selling a product. It’s about building relationships, solving problems, and creating an experience that makes people want to come back.
Today, Robert works as a service advisor with Gales Auto Repair. Every day brings a different challenge, whether it’s helping someone understand a repair, coordinating with technicians, or making sure customers leave feeling confident about the work being done.
Away from work, he enjoys spending time with his grandchildren, volunteering with their baseball team, playing golf, and taking care of his property. He believes that showing up every day, treating people with respect, and taking pride in your work never goes out of style.
What is your typical day, and how do you make it productive?
Every morning starts with a plan, but I know it’s probably going to change. I’ll review the day’s appointments, check on vehicles that are already in the shop, and touch base with the technicians before customers start arriving. From there, my job is really about keeping everything moving. I spend a lot of time answering questions, explaining repairs, and making sure customers know what’s happening with their vehicles. I’ve found that taking a few extra minutes to communicate clearly usually saves much more time later because everyone is working from the same understanding.
How do you bring ideas to life?
Most of the ideas I’ve used over the years didn’t come from sitting in meetings. They came from paying attention. If I notice that customers keep asking the same question or that the team is running into the same issue over and over, that’s usually a sign something can be improved.
I like trying small changes first. Sometimes it’s changing the way something is explained. Sometimes it’s adjusting a process so it flows better. You don’t always need a huge plan to make a meaningful improvement. Small changes, repeated consistently, usually have the biggest impact.
What’s one trend that excites you?
The technology in today’s vehicles keeps getting better, and I think that’s exciting because it challenges everyone in the industry to keep learning. Cars today are very different from the ones I worked on years ago, and the tools continue to evolve.
At the same time, technology hasn’t replaced the need for good customer service. People still want someone who will listen to them, explain things clearly, and be honest. I think the future belongs to people who can combine technical knowledge with strong communication.
What is one habit that helps you be productive?
I make it a point to get out from behind my desk throughout the day. Walking through the shop and talking with technicians face to face gives me a much better understanding of what’s happening than waiting for updates.
The same goes for customers. I’ve learned that people appreciate direct conversations. When they understand what’s happening with their vehicle and why, they’re usually much more comfortable with the process. That habit has probably saved me countless hours over the years.
What advice would you give your younger self?
I’d tell myself not to feel like I have to know everything. Asking good questions is just as important as having good answers.
The people I’ve learned the most from have been coworkers, customers, and people willing to share their experiences. If you’re willing to listen, you’ll keep learning no matter how long you’ve been doing something.
Tell us something you believe almost nobody agrees with you on?
I think people spend too much time trying to diagnose their own vehicles before talking to someone who works on them every day. I understand why, because there’s so much information online now, but every vehicle is different.
I’d rather have someone tell me exactly what they’re seeing, hearing, or feeling than walk in convinced they already know what’s wrong. Those conversations usually lead to better solutions and save everyone time.
What is the one thing you repeatedly do and recommend everyone else do?
Follow up with people. It doesn’t matter whether it’s a customer, a coworker, or someone you haven’t talked to in a while. A simple phone call or message asking how things are going shows people you genuinely care.
I’ve seen small follow-ups turn into long-term relationships, and I think that’s something many businesses overlook today. People remember how you make them feel.
When you feel overwhelmed or unfocused, what do you do?
I stop thinking about everything that needs to be done and focus on the next thing that actually needs my attention. When you’re working with customers all day, it’s easy to feel pulled in different directions.
Breaking the day into smaller pieces helps me stay calm. Once one problem is solved, it’s easier to move on to the next without carrying unnecessary stress from one situation into another.
What is one strategy that has helped you grow your business or advance in your career?
The biggest thing has been building trust. Customers can usually tell when someone is trying to sell them something versus trying to help them.
I’ve never wanted people to feel pressured. I want them to understand what’s happening and make a decision they’re comfortable with. When customers feel respected, they’re much more likely to come back the next time they need help, and they usually tell other people about their experience too.
What is one failure in your career, how did you overcome it, and what lessons did you take away from it?
One mistake I made was assuming I understood what someone needed before hearing the whole story. Every once in a while, I’d jump to a conclusion because I’d seen something similar before.
Eventually, I realized every customer and every situation deserves a fresh conversation. Taking an extra minute to ask a few more questions has helped me avoid misunderstandings and provide better service. It reminded me that experience is valuable, but listening is just as important.
What is one business idea you’re willing to give away to our readers?
I think every service business should make follow-up calls that aren’t connected to selling anything. Just check in and ask how things are going.
That simple conversation tells people they’re more than a transaction. It doesn’t cost much, but it builds loyalty and trust in a way that advertising never can.
What is one piece of software that helps you be productive? How do you use it?
The shop management software we use every day keeps everything organized. It helps track appointments, repair orders, customer information, and the progress of every vehicle that’s in the shop.
Without a system like that, it would be much harder to keep everyone informed throughout the day. It allows me to spend more time communicating with people instead of trying to keep track of paperwork.
Do you have a favorite book or podcast you’ve gotten a ton of value from and why?
I tend to enjoy books and podcasts that focus on customer service, communication, and leadership. Those topics never really become outdated because every job involves working with people.
You can learn a lot from listening to how other people solve problems or approach difficult conversations, and I’ve found there’s usually at least one idea you can apply to your own work.
What’s a movie or series you recently enjoyed and why?
I really enjoyed Ford v Ferrari. Of course I like it because it’s about cars, but what stood out to me was the teamwork behind everything. Nobody succeeds on their own.
It also shows the pride that comes from doing quality work and refusing to settle for “good enough.” That mindset applies whether you’re building race cars or helping customers every day.
Key learnings
Great customer service starts with listening before offering solutions.
Small improvements made consistently often have a greater impact than major changes.
Trust is earned through honest communication and follow-through.
Strong relationships are built by checking in with people long after the transaction is over.
Staying curious and continuing to learn helps professionals adapt as their industry changes.