Print “Everybody wants a car guy or car girl they can call and say, ‘Hey, I need brakes,’ or ‘It’s time for a new [vehicle],’ ” says Joel Tanner of Donley Automotive Group. One element of the Quantum5 training program is to make service advisers advocates for their customers, a term likely to raise eyebrows at some dealerships because it sounds like giving money away. But to Joel Tanner, the fixed operations director at Donley Automotive Group, it means building a customer relationship based on trust. As a result, when customers call a dealership for service, they will ask for someone by name.