Waiting for the Unicorn to Walk Through the Door
Why Dealerships Must Stop Hoping and Start Building Their Fixed Ops Teams
In service departments across the country, there’s a silent hope floating through the shop:
"Maybe today, the unicorn will walk through the door."
That unicorn? The perfect technician who needs no training. The ideal service advisor who sells every job, keeps CSI scores high, and never misses a beat.
But here's the truth that every Fixed Ops leader needs to face:
The unicorn isn’t coming.
The False Hope of the “Perfect Hire”
It’s natural to want top-tier talent. We all dream of techs who flag 100+ hours with no comebacks, or advisors who close at 80% and never lose a customer. But when we make perfection the standard for entry, we overlook the potential in the people already standing in our bays and service lanes.
Instead of growing the team we have, we get stuck endlessly recruiting, hoping someone “better” walks in and solves our productivity and customer satisfaction problems. The real danger? While we wait, we lose the team we’ve already got.
The Technician Shortage Is Real—So Let’s Get Real
There’s no denying that skilled technicians are in short supply. But trying to outbid your competitor for one of the few available master techs is a race to the bottom. What’s more sustainable is building from within:
That lube tech with hustle and curiosity? Invest in their tools and training.
That mid-level tech who struggles with diagnostics? Coach them consistently.
That B-level who shows leadership? Put them on a path to foreman.
Waiting for a unicorn makes us passive. Developing your team makes you powerful.
Service Advisors Don’t Just Sell—They’re Made to Sell
Great advisors aren’t born knowing how to juggle customers, techs, estimates, promises, and follow-ups. They’re trained. They’re led. They’re coached into consistency.
Yet many dealerships set unrealistic expectations for new advisors without giving them:
Real training on sales process and objection handling
Coaching on time management and communication
Support on handling high-volume days with composure
The next 5-star advisor may already be in your store—they just haven’t had the right leader yet.
What Kind of Shop Culture Are You Building?
If your people feel like they’re just placeholders until a better option comes along, they’ll either quit—or worse, stay and disengage.
But if they feel:
Believed in
Coached up
Challenged constructively
Recognized for growth
…then you’ll build loyalty, excellence, and real momentum.
The best shops aren’t waiting for unicorns.
They’re raising racehorses, sharpening tools, and developing leaders on the ground.
So stop scanning the parking lot for the perfect new hire.
Start walking the shop and coaching the talent that’s already clocked in.
Because that’s how real results—and real teams—are built.