Never even thought of there being service advisor related videos on you tube. Stumbled across this and really dig it. I've been at the same dealer for 24 yrs, 21 as an advisor. Despite all my bitching I really enjoy my job and thoroughly agree with what I have seen so far. Got a newbie Im working with, super sharp kid, hoping to train him up right haha. I tell the newb this job is what you make of it, if you want to be happy and make good money, just be real with your customers. You wont hit a homerun every time but you can sleep at night, and when people trust you they'll be back. Anyway, the worst thing you can do is think you know it all, so hoping this old dog can still learn some new tricks. Keep it up.
I really am getting a lot of fantastic information and guidance from these videos. I appreciate how well you break things down. I have been a service advisor for Honda for over two years now and I am constantly finding how much I still have to learn.
Means a lot Austin ... TY... I feel the same ... learn something new all the time ... what’s so great is that we are in so many dealerships ... we get to see what works and what doesn’t ... no joke that sometimes it’s about unlearning as much as learning.
Bonuses always go to the Advisors never to the Techs we’re the ones that do the actual work! why the hell does a glorified cashier get all of the credit?
I work for a busy dealership and I am relatively new to the position, and the biggest hurdles we deal with is when the warranty has expired why the labor/parts cost so much and of course the bigger concern is thei feel we are over charging them….which turns the conversation either really bad and/or it’s very tense. We see a lot more questioning of why it costs so much and why it’s necessary for the service even after they agree to the recommended services and it is explained to them. The technicians get upset when we can’t sell an additional service but when the customer feels over charged or their problem(s) weren’t fixed by the tech…..we get the negative customer review because we the advisor didn’t explain it properly or have the problem fixed how they want it..and the tech isn’t affected by it since they don’t deal directly with the public. They still get paid their flat rate and go home at 5pm.
This is fantastic information Chris! I've been a bartender/bar manager for 12 years and just getting into the service drive. Its great to hear that my job of opening up my customers hasn't changed. Let the Doctor diagnose.
Chris I’m a new service advisor, a couple weeks in now at a Nissan dealership. I enjoy your videos and learn a lot from watching them. I was previously a technician at Lincoln but I knew I wanted something more friendly to my body and mind. I hope service writing ✍️ is a fit for me. I’m really excited for the future.
3 things you must understand if you wanna last #1:You are always wrong in the customers eyes #2:You are always wrong in the Technicians eyes #3:You are always wrong in Managements eyes The sooner you accept that that's just how it is and nothing personal you will skyrocket!!!
music & memes thanks man I appreciate it. They now have me writing ✍️ repair orders for oil changes and tire repairs. Slowly moving Into writing bigger jobs now. You’re exactly right that you’re wrong in everyone’s eyes. I’ve noticed that The techs either despise of you or really like you. The service manager doesn’t always see from your point of view. The customers think you just want to sell them extra shit for no reason. It’s a mentally stressful job but taking what everyone says with a grain of salt has definitely helped.
Most SA's I've taken my cars to do not try to connect with me. The only one who did was an Express Advisor. Maybe this is why they have a very high turnover rate....
Awesome video Chris! Super informative. I’ve been out the business a couple of years now and I start my new job tomorrow. I feel a lil rusty/ I’m not the most mechanically knowledgeable person but this video has me ready to get back out there. Your totally right, it’s all about the customers and less about the actual car . Thanks for this video, you got me pumped up to get back out there again.
You got it! Forget about the car. It's just a vehicle (no pun intended) to connect and relate with your customer. Focus on being their friend and collecting them! Best of luck at the new position.
I agree with the belief that diagnosing on the drive is a HUGE no no!!! HOWEVER, dealership service managers are using this excuse to hire people with ZERO KNOWLEDGE/experience in the automotive repair industry then expecting the other advisors to impart their knowledge to the green pee thereby reducing the amount of $ the seasoned advisor makes while being paid nothing to train the inexperienced person the IDIOT service manager hired!!! Also, often the person with zero experience makes the dealership look bad due to incompetence/lack of knowledge (ie recommending a t-body service on a diesel, recommending a p/s flush on an electronic p/s system, etc)!
Advisor role can be so frustrating when you know advisors you work with are liers, slimy but just know how to lie really well.. Hurts when you actually care and are honest even with good numbers management is still blind.. I need to become more greasy
I have worked as shuttle driver and parts delivery driver for 15 years. I literally spend all day running as fast as I can. It is never fast enough. My very life is threatened every day by one of seven service advisors. Service advisor are Gods where I work.
Hi Chris, I enjoy your videos a lot so thank you for making them. Following your tips has helped me in my career. The only trouble I have is I always feel like I want to know about cars. I like being able to explain to my customers in a comprehensive way what is going on. But I have also always felt that I have to work harder for their trust, I have a customer base now but it was hard won by hard work and instilling confidence, but I still have trouble instilling confidence in my customers. I know it is going to be harder for me because I am a woman and I have had people ask me if they could speak to a man. How do I make my customers feel confidant in their repairs, despite my lack of mechanical knowledge and my sex?
Gotta start somewhere. Job epidemic has made people willing to hire less experienced service advisors particularly at independent shops. The dealerships generally tend too attract experience more because pay and benefits.
I hate to be the bearer of bad news for you, but cars are a dying commodity. As soon as you drive it off the lot, parts begin to wear. Typically, maintaining that vehicle will keep it on the road longer. A service advisor and technician are merely pointing out what it will take to keep that vehicle operating as long as humanly possible. Cars are made of a lot of moving parts. This means an infinite amount of issues it will see in its life.
Never even thought of there being service advisor related videos on you tube. Stumbled across this and really dig it. I've been at the same dealer for 24 yrs, 21 as an advisor. Despite all my bitching I really enjoy my job and thoroughly agree with what I have seen so far. Got a newbie Im working with, super sharp kid, hoping to train him up right haha. I tell the newb this job is what you make of it, if you want to be happy and make good money, just be real with your customers. You wont hit a homerun every time but you can sleep at night, and when people trust you they'll be back. Anyway, the worst thing you can do is think you know it all, so hoping this old dog can still learn some new tricks. Keep it up.
well said. Thanks for tuning in
Great advice on not trying to diagnose the car yourself. If you set the customer up and the techs, everyone wins.
I really am getting a lot of fantastic information and guidance from these videos. I appreciate how well you break things down. I have been a service advisor for Honda for over two years now and I am constantly finding how much I still have to learn.
Means a lot Austin ... TY... I feel the same ... learn something new all the time ... what’s so great is that we are in so many dealerships ... we get to see what works and what doesn’t ... no joke that sometimes it’s about unlearning as much as learning.
Good point to techs going to service advising. Im in that position and i've had to adapt and let my techs be the techs forsure
Bonuses always go to the Advisors never to the Techs we’re the ones that do the actual work! why the hell does a glorified cashier get all of the credit?
I work for a busy dealership and I am relatively new to the position, and the biggest hurdles we deal with is when the warranty has expired why the labor/parts cost so much and of course the bigger concern is thei feel we are over charging them….which turns the conversation either really bad and/or it’s very tense. We see a lot more questioning of why it costs so much and why it’s necessary for the service even after they agree to the recommended services and it is explained to them. The technicians get upset when we can’t sell an additional service but when the customer feels over charged or their problem(s) weren’t fixed by the tech…..we get the negative customer review because we the advisor didn’t explain it properly or have the problem fixed how they want it..and the tech isn’t affected by it since they don’t deal directly with the public. They still get paid their flat rate and go home at 5pm.
This is fantastic information Chris! I've been a bartender/bar manager for 12 years and just getting into the service drive. Its great to hear that my job of opening up my customers hasn't changed. Let the Doctor diagnose.
Thanks, Anytown! Keep it up!
Hey man same here! Bartender/ Manager. Week 3 of service advisor. I know I’m gonna kill it once I get the paperwork down!
Oh Man U got this I hope youve been having some good months as an advisor
Chris I’m a new service advisor, a couple weeks in now at a Nissan dealership. I enjoy your videos and learn a lot from watching them. I was previously a technician at Lincoln but I knew I wanted something more friendly to my body and mind. I hope service writing ✍️ is a fit for me. I’m really excited for the future.
3 things you must understand if you wanna last
#1:You are always wrong in the customers eyes
#2:You are always wrong in the Technicians eyes
#3:You are always wrong in Managements eyes
The sooner you accept that that's just how it is and nothing personal you will skyrocket!!!
music & memes thanks man I appreciate it. They now have me writing ✍️ repair orders for oil changes and tire repairs. Slowly moving Into writing bigger jobs now. You’re exactly right that you’re wrong in everyone’s eyes. I’ve noticed that The techs either despise of you or really like you. The service manager doesn’t always see from your point of view. The customers think you just want to sell them extra shit for no reason. It’s a mentally stressful job but taking what everyone says with a grain of salt has definitely helped.
Most SA's I've taken my cars to do not try to connect with me. The only one who did was an Express Advisor. Maybe this is why they have a very high turnover rate....
Awesome video Chris! Super informative. I’ve been out the business a couple of years now and I start my new job tomorrow. I feel a lil rusty/ I’m not the most mechanically knowledgeable person but this video has me ready to get back out there. Your totally right, it’s all about the customers and less about the actual car . Thanks for this video, you got me pumped up to get back out there again.
You got it! Forget about the car. It's just a vehicle (no pun intended) to connect and relate with your customer. Focus on being their friend and collecting them! Best of luck at the new position.
I agree with the belief that diagnosing on the drive is a HUGE no no!!! HOWEVER, dealership service managers are using this excuse to hire people with ZERO KNOWLEDGE/experience in the automotive repair industry then expecting the other advisors to impart their knowledge to the green pee thereby reducing the amount of $ the seasoned advisor makes while being paid nothing to train the inexperienced person the IDIOT service manager hired!!! Also, often the person with zero experience makes the dealership look bad due to incompetence/lack of knowledge (ie recommending a t-body service on a diesel, recommending a p/s flush on an electronic p/s system, etc)!
I have been a Subaru service advisor for 6 years and that’s the truest statement I’ve ever heard lol
Advisor role can be so frustrating when you know advisors you work with are liers, slimy but just know how to lie really well.. Hurts when you actually care and are honest even with good numbers management is still blind.. I need to become more greasy
Hi Chris, how do you feel about service advisors being paid salary? I work at a dealership that is 100% salary 0% comission and 0% bonuses.
That’s an excellent episode... All of it so true
I have worked as shuttle driver and parts delivery driver for 15 years. I literally spend all day running as fast as I can. It is never fast enough. My very life is threatened every day by one of seven service advisors. Service advisor are Gods where I work.
💯 Truth- you are the informative of your techs diagnostic- building report with the clients
No doubt!
Hi Chris, I enjoy your videos a lot so thank you for making them. Following your tips has helped me in my career. The only trouble I have is I always feel like I want to know about cars. I like being able to explain to my customers in a comprehensive way what is going on. But I have also always felt that I have to work harder for their trust, I have a customer base now but it was hard won by hard work and instilling confidence, but I still have trouble instilling confidence in my customers. I know it is going to be harder for me because I am a woman and I have had people ask me if they could speak to a man. How do I make my customers feel confidant in their repairs, despite my lack of mechanical knowledge and my sex?
I learnt more about service advisor.
Chris I made 19k in labor and parts for the month. How much will I get in commission
Idk man I think you gotta be a tech to find out this shit.
At the dealership I work at the technicians are considered less than human and the advisors are Gods
Well first off if you are a service advisor you should definitely have at least some BASIC knowledge on what you are advising service for.
Gotta start somewhere. Job epidemic has made people willing to hire less experienced service advisors particularly at independent shops. The dealerships generally tend too attract experience more because pay and benefits.
I highly distrust dealership service advisors. They tend to upsell and provide professional/honest advice. They are more of a SCAMMER.
I hate to be the bearer of bad news for you, but cars are a dying commodity. As soon as you drive it off the lot, parts begin to wear. Typically, maintaining that vehicle will keep it on the road longer. A service advisor and technician are merely pointing out what it will take to keep that vehicle operating as long as humanly possible. Cars are made of a lot of moving parts. This means an infinite amount of issues it will see in its life.