MDA Fixed Operations Workshop 2026 Series: Calgary Session #2 January 21, 2026

Overview

If the first session was about building the engine of Fixed Ops, this session is about uncovering the high-performance drivers who navigate it. The Service Advisor is the most critical link between your dealership’s profitability and your customers’ loyalty. However, in an era of digital transparency and rising consumer expectations, "good enough" communication is a thing of the past.

This one-day session shifts the focus to front-line execution. We will delve into the psychology of the modern service customer, the art of transparent selling, and the technical habits that distinguish top-performing advisors from the rest of the pack.

What We Will Cover:

• The Art of the Consultative Sell: Transitioning from "order takers" to "trusted advisors" by mastering the walk-around and the presentation of estimates.
• Digital Communication Protocols: Best practices for texting, video walk-throughs, and digital inspections that build instant trust and increase closing ratios.
• Overcoming Resistance: Real-world strategies for handling price objections and turning "no" into "not right now" through effective follow-up.
• The Frictionless Experience: Identifying and removing the "pain points" in the service drive that drive customers toward independent shops.
• Time Management & Workflow: Systems for managing high-volume days without sacrificing the quality of the customer interaction.

Guest subject matter experts include:

Alana Valino Solis  - Author of “Being a Gold Standard Service Advisor” and a career spanning over three decades, Alana is a proven leader and innovator in the automotive service industry. She has built a remarkable track record of transforming underperforming service departments into powerhouses of profitability and customer satisfaction—all from a foundation of zero initial industry knowledge.

Alana’s expertise is defined by immediate and quantifiable results. As a Service Advisor, she consistently became the top performer in labour and parts sales within her first two months at any dealership. In one notable turnaround, she grew a dealership's gross profit from 54% to 74% and tripled its net profit within her first four months.

Cherly Milani, currently the President of International Automotive Solutions, is a service sales consulting company where top dealers realize maximum profits. Cheryl and her company engage with clients to identify and execute business opportunity plans within service, sales, parts and business development operations. International Automotive Solutions has guided a number of automotive startup companies from conception to profitable growth and sales.

Why Attend?

This is a practitioner’s workshop. Attendees will leave not just with theories, but with dealership-tested methods with blueprints, communication templates, and a renewed sense of ownership over their role. Whether you are an experienced advisor looking to sharpen your edge or a manager looking to standardize excellence across your team, this session provides the foundational elements for a world-class service drive.