Robert Roy Orr Says the Biggest Change in Automotive Service Isn’t the Technology
Veteran Michigan service advisor says customer expectations have evolved, making communication and trust more valuable
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Veteran Michigan service advisor says customer expectations have evolved, making communication and trust more valuable than ever.
CLIO, MI / ACCESS Newswire / October 16, 2026 / As vehicles become more advanced, customer expectations are changing just as quickly. According to a 2024 consumer survey by Nextiva, 61% of Americans say they are willing to pay more for better customer service rather than simply choose the lowest-priced option. For Robert Roy Orr, that reflects a shift he’s witnessed throughout more than 35 years in the automotive industry.
While modern vehicles rely on increasingly sophisticated technology, Robert believes the biggest change isn’t happening under the hood. It’s happening across the service counter.
“Technology has changed the way we diagnose and repair vehicles, but it hasn’t changed what people expect when they walk through the door,” said Robert Roy Orr. “Customers want someone who will listen, explain things clearly, and be honest about what their vehicle needs. That’s what builds confidence.”
Robert spent 23 years with Dukes Car Stereo, including 17 years as a manager and 12 years as a branch manager, before becoming a service advisor with Gales Auto Repair. Throughout his career, he has seen firsthand that customers rarely remember every technical detail of a repair, but they do remember how they were treated.
“People don’t expect you to have every answer immediately,” Robert said. “They want to know you’re listening and that you’re looking out for their best interests. Taking the time to explain a repair or answer a question can completely change someone’s experience.”
As vehicles continue to incorporate more advanced electronics and diagnostic systems, Robert believes communication has become just as important as technical knowledge. Customers have access to more information than ever before, but they still value clear explanations from someone they trust.
“The tools we use today are incredible, but they don’t replace conversations,” he said. “When customers understand what’s happening with their vehicle, they feel more confident making decisions. That’s good for them, and it’s good for the shop.”
Outside of work, Robert enjoys spending time with his grandchildren, volunteering with their baseball team, playing golf, and maintaining his property in Clio. Whether he’s helping a customer, supporting coworkers, or volunteering in his community, he believes the same principle applies: treating people with respect never goes out of style.
About Robert Roy Orr
Robert Roy Orr is a service advisor based in Clio, Michigan, with more than 35 years of experience in customer service, sales, and automotive leadership. He spent 23 years with Dukes Car Stereo before joining Gales Auto Repair, where he continues helping customers make informed decisions through honest communication and dependable service.
Media Contact
Robert Roy Orr
Email: info@robertroyorr.com
Website: https://www.robertroyorr.com/
SOURCE: Robert Roy Orr
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