Who creates and maintains more customer loyalty than any other individuals in the automobile business?  They listen carefully to concerns, inspect and possibly even road test vehicles.  They take the time to stay in touch with customers to consult with them on needed services, as well as update them while their vehicles are in for service.  These special individuals are the hard-working service advisors.  These individuals are the most important single relationship in the entire industry.  Do you measure the number of customers who do business with you because they are loyal to a particular service advisor?  If so, great job!  If not, why not?