Service Advisors Tech or Sales Background, Who is Better?
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- เผยแพร่เมื่อ 14 ต.ค. 2018
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Hey love your videos.. I'm a young tech at a ford dealership.. could you do a video on misdiagnosis? Like tips to avoid it and how often it occurs in our industry? This is a topic no one seems to want to talk and I thought you would have good insight due to your experience.
I am in the other boat, I like a tech background service writer. Techs that sell know when to bump time and tend order parts quick, and order the right parts the first time.
Well i now understand your concept of a sales person vs tech advisor. I think every tech should have customer service skills incase they do stop turning wrenches for whatever reason. Thanks for the enlightenment. A sales person you can train. A former tech mau be set in there ways. I hate those who down my skills and cause me to second guess even though im 100% (ex: no start, battery failed test at 2 cca and 4.74v. Former tech Advisor: did you check the fuel pump because they go out all the time. 10 mins later: hey i sold the fuel pump. Me: what abouy the battery? Advisor tech: oh just put it on charge they dont need a battery.) this is why people quit turning wrenches sometimes.
Speaking as a customer I like a service tech who allows me to talk directly with the tech. I know that's not always possible, and it's rare that I go to a shop, but when I do, I like building a relationship directly who has hands on my vehicles. Great subject Mike. I enjoyed hearing your take on the differences.
Thank you for this, we as techs don't always get to meet the owners of the vehicles we fix, at my shop the owners encourage direct contact with the public! It's always nice to meet folks with an interest in their vehicles!
I’m playing this in my class tomorrow! Well spoken FRM. Your content is always right on point. Thanks for this video.
Great video!! I transitioned from sales to turning wrenches and learned alot. But now I'm ready to transition into the service advisor position due to injury. And I have to say having experience from both sides should help out alot since in sales you learn the more simple you keep it the better, and from turning wrenches you'll have the ammo to go with it incase you run into a hard question and not take time from the tech unless you really have to.
Love your video and point across . Thank you
Hey flat rate master, awesome video brother! Long time follower. First time poster. That being said, I agree with you on the salesman background. Better hours usually. Currently I'm the lead tech/ diagnostics tech for a independent shop here in the Vegas valley. I'm very blessed in the fact that our owner is both a master tech and an excellent salesman. I've worked for Goodyear myself in the past, I'm sorry you had to endure that mess. Thanks for the great videos brother. God bless ya and keep wrenching man.
Thanks
I agree to a extent, I have 2 advisors that have tech background and it pisses me off when they think they know more than you and second guess everything or tell people what they think is wrong before it even gets to me. At least the the other ones just sell what you tell them to sell but sometime hearing them explain it to the customers hurts my brain haha
I'm a tech looking to switch to service writer. This video helps me with that process......excellent video!
I am going to share this with all my salespeople, great video
personally I prefer sales. At the end of the day we techs eat or don't depending on what comes out the mouth of the service advisor. someone who is skilled in sales and can communicate value to the customer in a language the customer can understand; is more valuable in the service advisor position than an ex tech who knows the systems inside out but can't form a relationship with the customer or sell a damn thing.
however only thing that really sucks is when u have a service writer who was neither a sales or tech background. those have no clue about cars nor can they close a sale
I remember 2 weeks ago a customer stated that her car was not going straight because her daughter hit a curve. basically the lady needed a part and an allignment. I tell this service writer that and in front of me he calls the customer. tells her that her car needs a part and an allignment. when he tells her the price the customer goes "yikes!"
service writer: yeah its gonna be 800$
customer: no its ok let me just get the part Il do the allignment another time
service writer: ok yeah if u wanna wait thats fine
(remember the tire was bent inwards)
I told this brilliant coconut how ridiculous and dangerous that would be. and instead of owning up to his mistake he gets offended because I corrected him. ohh shit lets get offended because a technician who works on cars is telling us we literally fucked up on the services we offered related to cars.
long story short customer walks in takes her new car drives less than 20 feet before she comes back in blazing in anger because her car is moving anywhere but straight.
it was that day that both that service writer and shop manager got fired. the writer because his lack of knowledge could have caused a crash and both the writer and the shop manager, because they never should have accepted to do that repair. it had liability and a sure lawsuit written all over it.
just a quick little advisor silly situation, one of the advisors at my job wore a Mopar jacket with the SRT and Viper emblem for the week. Pretty neat except for one thing....we are a Cadillac dealer.
🤣🤣🤣
We just lost all our front staff that had experience. Now i have two service advisors off the street and a service manager off the street. None of them know a ball joint from a gas tank. They constantly screw up our hours and have us spend hours talking to customers wasting our time. None of them could sell a can of soda. Hours went from 40-60h a week to 30’s. I think service advisors should be formal sales and the service manager should be a former tech to be able to make the tuff calls.
I think you are right. My service manager is a former tech but he is fair. He knows what we techs go through but he also will make us pay for out repeated mistakes.
Im a former tech gone Store Manager. The best Store Managers in my Company have Tech experience. I'm with you on the sales aspect but a determined Tech will become a ln excellent salesman.
Good video, i like your stories and the longer videos
In my opinion totally depends on the person and there aptitude tech turned service writer have there pros and cons as well as sales background.communication is key in any event.another great topic
So true I used to get the "Do me a favor,just plug the scan tool into this guys car" all the time.
Thanks for the insight. Would’ve thought a former technician would be the better choice. But a salesman has a different set of tools to handle the customer get the up sale. Thanks again for the video.
I like al off your videos. I was just wondering if you can do a video on the best stretch belt installer tool that would only require one person that would work on difficult vehicles like the Ford edge or first gen Mazda CX-9. Keep the videos coming they are all very informative.
Agreed, salesperson is better overall. A potential problem though, is promising everything is going to be perfect when it should be sold as “ we need to do this, then RETEST for other issues”. A tech. usually has that mindset.. good video!
One of 4 of our writers is from the sales dept. He out sells everyone in 10 of our dealerships. Its going to suck when he quits and moves.
Have a good sales man with a semi technical background for me. Good points, sum customers do care about what's wrong with there car a good sales adviser can read that and explain to customers that want to know and not explain it to the ones that don't care. The trick is to get on there level when selling a job. If there advance talk advance
A service advisor on a new car is awful. Had a 2013 Altima brand new. Check engine light on. Was a misfire code. They changed all coil packs. Light came back on. Then they say we will call Nissan. Bottom line changed fuel injectors and fuel rail. Don't know why. I would never deal with that dealership or Nissan again. Bunch of kids in garage ass scratching and not working. Advisers were morons.
I agree. I’m a owner/service writer/tech myself. My 3 Keys to sales Listen...Ask Questions....Shut The F**K UP! A salesman can learn language once that is accomplished. That language with confidence can be properly explained to customer. Way more often than not. Customers says yes.
I agree %100 let the salesman (writer) sell and the techs fix , I have my expertise they have there's . I also don't need to be questioned by a tech /writer about my diagnosis
I see both sides here and there are advantages and disadvantages of both. Personally I like somone who has at least some mechanical background. Also if they do have background in mechanics they tend to ask the customers better questions. Nothing like trying to diagnose a lack of power complaint on a vehicle when their real concern is a battery draw. Or being told check wipers and the customers concern is that the wiper motor doesn't work intermittent. (Btw both wipers were torn) so of course wipers worked when I checked so I wrote it up for blades. Of course the tech turned advisor only works if they accept that you are the technician and they are a keyboard jockey.
Must depend on the area. I find most customers want to know what's going on besides "it's broken, this is how much". Sometimes it is selling VALUE of the job and ot just a part swap, but that is also building a relationship with the customer. I have had sales people screw it up royally, but as soon as the tech intervenes, it is SOLD! I had more sales people contradict my diagnosis then those with a tech background. ABSOLUTELY agree if the service writer is in over their head, get the tech on the phone. I have always made it a point to educate service writers in some basic mechanical. If the brakes are metal to metal, get them out of that chair and show them. If the nail is in the sidewall, start selling new tires, if there is something just plain odd that lends to the overall use/diagnosis of the vehicle, show them. A good service writer picks up on it and becomes extremely valuable in how to communicate with all parties once they apply the on the job knowledge.
Someone with sales experience and that has a technical back ground that isn't working on cars would be a perfect combo I think. I miss the embroidered FRM coveralls they really give your channel that "I know what im talking about, dont question me" vibe... Kinda like what Mr. Rogers sweaters were to Mr Rogers. =) Thanks for the great video!
I had a service advisor trying to talk me into a serpentine belt replacement once. He began to explain that it could destroy my engine if it broke, and said if I was just setting at a stop light idling it probably wouldn't, but if I was accelerating when it broke it could destroy my engine. I was like I think you're talking about a timing belt not the serpentine belt, and by the way, on a timing belt, if a valve's going to hit a piston it's going to hit whether your idling or accelerating, it makes no difference. I think EricO needs to do a video about having your spouse as a service advisor.
I bet Vanessa is pretty good at that.
I see ur point but a serpentine belt can actually be sucked thru the front seal and into the engine causing it to settle in the oil pick up and all through out your engine also oil would pour out of the front seal a honda accord would probably be fine but I have first hand seen it happen on german cars
Hell anything can happen on German crap!
Depends on what type of shop it is.
For example, if you are building and selling custom
work. Then you better know how to explain
how a 3 angle valve job works. Also
there is always a percentage of customers
that ask a lot of questions so a technical background
is what is required to convey the repair
Always peruse the do all end all strategy in
auto repair.
Nailed it!
Thanks great video
You need a tech guy to right the ticket and a sales guy to make the call to sell the job. Nothing like chasing a no crank when its a no start or vice versa.
I would think verifying the complaint before your start diag would be basic tech 101 that should alleviate this issue...
I FixIt Not when it's interment. Kind of hard to verify a complaint when it's not there and it's not written up well enough to even start with.
You should consider Making a video about what your process is in coming too and documenting your "diagnosis". In my mind I picture one printing pro demand flow chart off and writing yes or no to answers.
I'd like one that knows about medieval Hungarian art because I think it looks cool and it would be nice to have someone to talk about it with.
I agree I've had better luck with people with sales background then ex techs or wannabe techs. As Long as I'm able to make the sales person believe my diag and word my story so they understand it's sold. But it all has to do with the person themselves. Great topic!
If you want to make hours: sales background. If you want a more understanding and less miscommunication between tech and service advisors: tech background
Completely agree, advisors need people knowledge, not car knowledge. On the other hand, the best service managers I've had all have had tech experience. A manager in any field is best when he/she has done all the jobs (well) of the people he/she is managing.
i think in told you before . im a teck i can go toe to toe with any teck out there and produce the work . my boss had a heart attack 3 months ago he was the service writer . in three months i have tripled the sales because im a teck i can sell jobs and distribute work to the right teck.
*tech
Local dealer has a service writer that used to be a tech and LOVES giving his long winded 2 cent diagnostic over the phone. He's wrong about 80% of the time. Just shut up and schedule the diagnostic appointment.
I good sales man who takes the trade serious study’s and takes his ASE’s even better! Lol
100% a advisor with sales background every time I get an advisor with mechanic background he wants to tell me how to do the job and ask me stupid questions. If i checked ect. Then I always get a 5 to 10 minutes story on a car he fixed with the similar issues
Techs turned advisors try to diagnose problems themselves or over the phone. Mine who is an ex technician even goes as far as to question diagnoses made by the actual technicians..
I agree
Do away with the service advisors, let the techs deal directly with the customer. Give them a big pay increase. I'd rather be able to ask questions about my car to someone working on it.
I have a few thoughts on this subject,
ive noticed a trend of the techs not being alowed to
interact with the customers. So how can a sales person properly interveiw a cudtomer when they complain about something about the car shakes is it a missfire or a tire out of ballance. Or car doesnt start is it a cranks no stsrt or a dead battery or bad stsrter. These are simple examples but doing drivability this can be critical. Ive stopped explaining stuff yoers ago but i know the questions to ask when the car is dropped off. Also this trend is more of this keeping the dirty mechanics down so you dont have to pay them. Service advisor is clean pretty and is considered a valuable psrt of the team while the guys in the back are considered an expendable expence
Def prefer a salesman. A mechanic background with a sales attitude is even better.
Great video thanks brother. I have to agree with you on this. I could go on and on about it but won't. I think you pretty well covered it. Keep up the great work see you in the next video thanks again brother
Neither, common sense guy
Is my pick
People skills
Black belt in verbal judo
Fair
did you have your scope on the jeep injector to prove your point . black and white
Long time ago, modis was still gen 1 at that point and i didn't have one yet,and that SA would have had no idea what he would be looking at
I prefer myself as the service advisor. The reason is not some stupid ego thing... the reason is, when I have checked the vehicle I have first hand knowledge. So, when I speak to the customer, I can speak with first hand knowledge.
That comes through in the communications with a tone of conviction and scenerity.
That's why when I took (a couple) managment positions, in the past, where I sold the repairs, I explained to them all that I am not second guessing you, I just want first hand knowledge so that I can speak to the customer with an emotional under tone of certainties. Not, sound like some B-grade actor.
I totally agree with the short-sale... what's wrong, how much,.and how.long will it take.... that is the concern of the 95% and a SA'r does the best at. That's why you see those as best... they win the majority.
However, they do not grow a company. The lose as many as they gain... stale mate.
Because the minority asks the hard questions. And if not convenced, they deny authorization right or wrong. They simply did not believe [you].
The secret is in a few bullet points.
Know when to stop taking and ask for the sale. For the masses, its what, how much, and when... with emphasis on the how much and when part. For the others, its knowing first hand WHY. This is where the 2nd hand info sales guy falls flat and this is where a company grows, because ANYONE can sell to the majority group by saying how much and when... but, do the minority believe you and are comfortable with you, and therefore authorize NOW and return later?
And why be concerned with the minority? Because those are the ones that the masses of everyone else can not retain and and receive recomemdations from. They are the grain of sand that tips the scale.
But to be prepared for these is to be as your "tech" service adviser and have ready an overload of information on standby. Your salesman SA can't handle them. Your tech SA'r just need to learn to cut to the chase in the begining, shut up and ask for the sale. Then be be prepared for the one that asks questions. You need to be overprapared for them all, because you never know who the minority ones will be until they start grilling you.
As for the "diagnostic SA'r" who wanted to argue about the injector, push back, tell him to get his lazy arse out from behind the desk (tactfully) come out to the shop and you will show him.
Its better to have it and not need it, than to need it and not have it.
The one with a tech background will have more understanding of your vehicle or just vehicle in general usually better at explaining on what is wrong with your vehicle. i find that sales background they just trying to sell you something whether a vehicle needs it or not, i kind of find those people always trying to scam me on customer perceptive
Forgot one thing how long
How much will it fix my issue and how long
i dont have any of those problems as a service advisor, my problem is why dindt you get this car done in such and such a time when i saw you propped up on your tool cart for 3 hours on your phone?
Tech background all day .No exceptions!
Amen brother
Forgot the mention the dreaded parts wait time
Both 😀😳😊👍🏼👍🏼👍🏼👍🏼
i have yet to meet 1 tech turned service writer who i can actually deal with and expected more from me than what was expected of them
On the subject of diagnosis time
Well that's a hot topic
At one shop all we got was one hour but yet the store billed 2 hours 🤬
Tech background have more of understanding of what going on
I guess I am the tiny percent of the exception......I WANT to know WHAT is broken and why etc. Cause I'm very car knowledgeable. Just me.
Service Advisors should be a sales position who learn a bit about repair than a Tech who tries their hand at sales.
the most single thing is how well they can sell...a sales woman has an advantage...a customer will trust a woman more over a man. there is a talent to do that, not just being a woman.a former tech may not have the talent to sell...
Maybe a salesman background with mechanical aptitude
its been pouring down rain since friday here , saturday at work i couldnt get the service 'advisor" to sell wiper blades in a down pour. cust had 2 torn wiper blades and one streaking, cust already had a $40 off coupon for their lof/rotate. i even told my fellow techs/buddies it was a test for this advisor cuz i didnt think he could sale wiper blades during a monsoon. i was right. its ok none of us in the shop care for this advisor and think he is worthless.
I want the service advisor that just wants to sell sell sell.
I have a question, when a service advisor under sells a job, per say if the job pays 7hrs and he sells it for 4hrs, who is the one that is supposed to be at a loss the tech or shop owner?
Usually the tech will lose that money
Buy a Toyota and you won't have to deal with either type for a long time
2:15 but I care...
The thumbs down are techs turned service advisors 😂
I had a service writer that was great with staff and customers, but when it came to larger tickets or unforeseen issues, he didn't want to call or wouldn't call, that lead to surprised customers which is no good! That being said most tech's don't have the patience for people that don't understand their cars!
Sales background is friendly and known how to manipulate situations, as far as time expectations. Customer satisfaction = more money. Hands down. Just like FRM says, they don't care about technical shit. Sometimes you might need to explain something, but majority of the time it's about customer satisfaction
Five * :)
Why was I forced to watch a pre-roll roof gutter cleaning ad before watching this video.