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Becoming A Better Service Advisor
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- เผยแพร่เมื่อ 30 เม.ย. 2016
- I got a great question about ways to become a better service advisor. How to be great to customers, and how to be sure that auto mechanics are happy too. A good service advisor is VITAL to good customer service, and to techs. I enlist a little advice from my good buddy Kevin.
Kevin started out as a tech, moved up front to a service advisor position, and now he is managing a service department. If you want to be a good service advisor, THIS is what you need to know.
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He is 100% correct on everything about being a service advisor it was definitely the most stressful yet rewarding job I ever had, keeping your customer informed as to the status of their vehicle is pretty important too, don't just call when you need to ask for more time or $$$. Your the face of your shop to the customer & the face of your customer to your techs keep them both happy makes your job easier.
I went from being a tech to and advisor and the hardest thing for me is the write up program, the person to person is easy if you just do what you would expect to have done when you go to a shop. also don't diagnose on the drive.
This is great advice for all service advisors. I have worked at a couple of dealerships both automotive and heavy equipment, and I have always ended up working with a service advisor who over promised or was not honest. It can truly make working in that particular shop a bad experience.
Today is my first day as a service writer. I wanted to dig a little deeper before going to work. Thank you for your tips! I can definitely tell the difference when I've had more complex work done on my car between the honest/dishonest shops. Thanks!
How’s it going?
was a tech for almost 9 years, thinking about change. This was a helpful advice. Thank you maybe I can be a service manager someday.
How is your life now ?
@@mohamedmass4294 If he couldn't handle being a tech after only 9 years, he better look into food services.
Great content!!!
Question for you my friend, if you have the opportunity to be a service advisor or technician, what will make more money?
This should be a TSB.
+Meat Amigo AGREE!
I like this guy!
This is awesome. Put what the CUSTOMER SAYS ON THE TICKET!! Just the other day all my ticket said was' recently replaced motor mounts, check transmission mounts' but after looking at it and seeing it's all fine, the customer was there because it clunked from reverse to drive.. Like wtf
+Evan Wright The famous drive aisle diagnosis.
+HumbleMechanic elaborate?
Evan Wright That is where the service advisor thinks they know what is wrong with the car, and they put what they think you need to check on a ticket.
+HumbleMechanic Oh! Yeah exactly, and that's why I agree with you that's it's vital to put down anything important on what the customer says. Keep kicking ass Charles.
I have never had a service advisor who was worth a damn. they always treat you like you are an idiot, while trying to play nice and not get fired.
+Nick Pelletier That's too bad. An advisor can really be the difference between a good job or bad job
I think communication is the key trying to convey the customer's concern to the tech. Don't give away the tech's time. Charity may begin at home but, there shouldn't be free charity diag time. don't over sell services.
+Fedwrench Agree on the service. But I think the diag time is a a mixed bag. I probably need to do a show on it. There is no easy answer when we examine each side honestly.
The reality everyone's dancing around is that its revolving door kinda job. If non dealership people only knew half of the crap that goes on in a dealer they would freak. It always starts off good as an advisor but then it happens, service manager change , general manager change, techs quit, and everyone's favorite we're gonna change your pay plan. At best you'll probably make it a year on average before your shit on and quit.
If you work at a poorly managed dealer YES! I was super fortunate to work at a great dealer. The service manager and 1 advisor worked there longer than I did. Lol
The entire world revolves around service advisors. They have a better heaven than the rest of us.
the handle on the harbor freight tool cart is upside down lol
+ImStricken06 HAHA, it sure is.
Glad he talks about lying to the customer and building relationships. I've had to go to dealerships for parents' cars and what-not and many times I'm treat in such a condescending manner. That being said, I've also had a couple pretty good experiences. Overall though I label them "stealerships" at the end of the day and try to avoid. Just get treated like shit by both sales people and service techs too often :-\.
People def. got to change their attitude at many dealerships. People should be more than $$ signs to them.
+MrSlowestD16 "People def. got to change their attitude at many dealerships. People should be more than $$ signs to them."
THIS! There seems to be some type of arrogance that I have seen people have at the dealership. I don't really understand it, but it's there.
+HumbleMechanic Yea, I don't get it either. Glad I'm not alone, haha.
Most of the time tbahs beacuse of the pay plans
Everyone talks about how hard and stressful being a service advisor is... really? I came into the job 100% untrained took a few days of service advisor courses read 2 books on how to talk to people and now our shop is always busy, had to hire another guy and the customers are always returning. we have gone from 4.3 to 4.98 stars. All in 5 months. I was active duty military before service advisor. service advisor is the easiest job as long as you know how to communicate properly
There is no doubt that being a advisor can be hard. I think that many people make it way harder than it needs to be. Props for. your hard work! There needs to be more good advisors out there.
HumbleMechanic can be hard? It's literally the easiest job I've had in my entire life. I went from bucking hay, stacking wood, and working on farms, to the marine corps where I learned discipline and confidence. Then I'm already naturally a people person so connecting is easy. If you can pathologically connect with someone selling is easy. People focus to much on selling and not on connection if you focus on building a connection with each and every customer and making sure you sound like you understand automotives. Then the customer will buy 99% emotional buyout. You already know the customer is there for your product you just need to lead them in the right direction.
Now look around you and see how most other people in your field are.. Does that seem to be the way they are?
Remember that just because it's easy for you, doesn't make it easy. :)
Im active military about to move into a service advisor slot
What books did you read?
Unfortunately Most service advisors are on commission and try to upsell unnecessary services. If a dealership tells you to fix something, always get a second opinion.
I like that tee shirt !!!!
N Smith
nothing makes me madder then getting job ticket that says 'check noise' or 'check LEDS' . and then when said adivor is asked about said LEDS, u get "ahhh nah its the cd changers thing makes a noise, my bad hahah" makes my blood boil
+MRSODAMAWSOME HAHA, I have got those same tickets, and I agree with you.
My biggest fear of this new job is failing the techs.
How about techs acutally fill out the damn paperwork so the advisor can actually price the work accordingly
+drew hood that would be good for all sides.
@@HumbleMechanic Goes both ways, my question is how to you get the information you need from a client that has no clue how explain the issue they're having with leading the conversation to a specific fault. Those idk know you know customers
The Service Adviser has a huge role. I am a casual DIY and tend to stay away from dealer. I brought a new to me car to dealer for misfire and some other codes.
They fixed it and I went to pick it up. The receipt just said the coil pack connector backed out. So I asked the adviser what exactly was done to diagnose it. And if they just simply saw it was unplugged and plugged it back why are you charging me 2 hours labor? She seemed to get mad at me for asking questions and told me "if it was so easy why didn't you do it yourself?"
Wow, wtf?! Anyway I ended up speaking to the tech who did the work and he said they also did a compression and leakdown because it was a bad misfire but everything checked out OK and it was just the undone connection (which I still don't know how that could happen but car has been running fine for a year now so whatever).
I should have complained about this but I just let it go as someone having a bad day. I stay away from dealers as much as possible that's why I DIY what I can. I should have checked the connection myself but it really didn't cross my mind since i never went near it.
A good service advisor realizes that there are 7.6 Billon people in the world and they are not superior to all of man kind.
The car is making a strange sound, it sounds like dunt dunt ding ding wont wont clunk clunk swoosh swoosh
Roll Tide!
Tide did not roll
If that was the most rewarding thing he's ever done, he must have been a weak tech.
+Marco Navarro if you are talking about Kevin, then I can 100% guarantee you are not correct.