10 Reasons Why Service Advisors Fail (Service Drive Revolution)
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- เผยแพร่เมื่อ 11 ก.ค. 2024
- Ever wonder why Service Advisors fail?
If you want to succeed, listen in as Chris sits down with service pro, Jeremy O’Neal, and learn the best ways to make - and keep - the customer your number 1 priority, which keeps them coming back.
It might not be rocket science, but it's definitely revolutionary - the Service Drive Revolution.
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I'm about to start as a service advisor soon with no prior experience. Your videos has been a help!
Glad they're helping. Best of luck.
I wish I could one day have an opportunity to be on one of your shows. Been in the buisness 31 years now and you know and teach what I try and show others!
Great content Chris! I manage shops for the owner of several Meineke facilities and alot of what you're saying hits the nail on the head for me. I really want to take my game to the next level and your podcasts are helpful. Thanks for everything.
Leo... Gracias ... means a lot ...
This is an excellent video. Very knowledgeable, educational and very helpful in providing a great and reputable customer service.
AWESOME CONTENT CHRIS, GREAT JOB. I own an independent shop but I have been following your videos for years and read all your books.
Thanks Andrey
Great job ! Consistent and preparation to succeed loved your video .
This is so relevant and true, its not even funny! Forwarding this link to all of my Advisors right now. Thanks, Chris!
Means a lot ... thanks Steve
Fantastic video! Great to hear some truly valuable insight from seasoned veterans of the industry.
Appreciate it! Glad we could help
These are very great videos.
As a service advisor, I loved the video. Great content, always searching for new and better ways of being the best I can be. Thanks guy's. (New subscriber)
I second that. Always improving is the key
@@automotivedistributors9708😊😊😊😊😅😊😊😊😅😊😅😊😊
@@automotivedistributors9708😅😅😅😊😅😅😊😅😅😅 1:04 😅😅😅😅😅😅😅
@@automotivedistributors9708😊
Great content. Thanks!
Thanks for watching, Lerea!
Regarding generating leads: When I was new, I stayed an hour plus every day after everyone else left and answered the phones. So many people call after we "close". Even now, if i want more tickets flowing through me, I try to beat everyone and answer the phone first. 😁 I start building that relationship right away and make sure they remember me and ask for me.
Great stuff! That's how it's done
Hello Mr. Collins,
Thank you for this great content. I’ve recently achieved a service advisor position at a Nalley Toyota. I’ve been in customer service for 7+ years and also been a self made automotive mechanic for 5+ years. And I’m a people person. My goal is help serve to make someone’s day that much better. But I appreciate all of your content. I’m taking copious notes. I feel pretty confident about it though. I know there’s so much to learn but that makes it fun. Thank you again for the tips. I will follow up in a few months to let you know how much I’ve progressed. Keep up the positivity and content
Thanks Isom!
Any updates
So I'm still watching and I love this guy! What's his name? Thank you! He speaks my language ...
Tons of positions where people can be relocated if they don't like people, such as parts, recon specialists, etc. I think "liking people" can be taught since I struggle with it but I don't have any kind of "dislike" for people, just that I am not very well experienced in connecting with random people.
First concern!! Amen!!! Amazing show! Thank you for the content!!
Thank you, Mellisa!
Excellent content! Thank you so much for providing this to us. It’s so helpful. If you don’t like service, work in parts. 😂
Haha ... why not sales?
Telling the truth is such a huge thing. As a tech, had an advisor tell the customer we were done with her tire patch and were putting in back onto the vehicle...even though she knew i had just pulled the vehicle in. Well, couldnt find the wheel lock key anywhere in the car, and the one in the master set we have is broken. SO, couldnt take wheel off to repair it, and the advisor was almost in tears and hiding in the shop because she didnt want to go talk to the customer and tell them. We had to find an impact socket, hammer it on and gun the wheel lug off and rush the repair to save the advisors ass.
Hello Chris, I agree with you about the glasses...I went through the same thing and when I started wearing them for reading, my eyes got dependent on the glasses.
Thank you Chris. Your content are so helpful. I would like to know how to get the online training and the book. Thanks
chriscollinsinc.com/shop
Thank you. I will get back asap.
Great content. Go Hawks!
Thanks Dave!
I watched this entire video guys and picked up a lot of tips. Thanks for the info. I started at Nissan in March 2019 and I have got to say myself I have been thriving and thriving. I love my job. I watched you guys when I first started and I believe it has help me a ton! Not even a year in and I won, one of four awards at the Christmas Party yesterday. I want to email you guys my numbers for the YTD. and I would love to win that Jeep also man. I need a new ride to match my new career lol. Can I send my KPI and Sales to email?
Hey I was wondering how is it going? I’m looking into a service advisor also and I wanna see if it’s worth the time.
I’ve gotta say, you definitely need to have drive and the want to succeed. It is very high pace and demanding so just keep your calm, work hard and it should be just fine for you
First off I am a very new advisor. I know of cars but not all the mechanics. My dealership thinks I need to know how all the parts of a vehicle work, where i feel like that is the techs job to inform me of what’s wrong and why. So I can relate it to the customer. What do you think?
I’m thinking about becoming a service advisor. Thanks so much for your videos. I’m about to dive deep
Don't do it.
@@nynefifteen1121 why
@@dallasmarcum1416 10 to 11 hours a day. 6 days a week. Average pay 50k across the country. Customers yell at you because their cars are broken. Salesman lie about warranties let the service department break that news. Bend backwards, break rules for a customer to give a bad survey for the brand of coffee in the waiting area. Unreasonable deadlines, unobtainable sales goals without cheating. Politics in upper management. Don't get me started on the," I saw on the internet," culture of know it all customers not able to fix it themselves. Oh don't forget to do it with a smile.
While we are on it, anyone want to talk about the widespread drug problems at dealers? If you are any count at your position most likely there's an underlying coke, alcohol, or fentynal problem. Today was the second salesman found in the bathroom passed out, in a month.
That's why.
Ok only asking because I’m taking a job as one, but strictly for a auto shop not a car dealership. Thank you
@@dallasmarcum1416 it's the same. You've been warned.
I got a job as a service advisor at a dealership. I start tomorrow. I'm so happy you made these videos because I didn't even know what a service advisor was until after I applied. I know nothing about cars. I know how to check the oil and that's it. I was honest in the interview but I told them I can learn fast. So they are giving me a shot at it.
Thanks Joseph. Best of luck. You're in luck, you don't need to know much about cars when it comes to being a service advisor. Just focus on building a relationship of trust and likability with your customer and everything else will come easy.
How did it work out?
@@NxtLvlDub While I was learning how to be a service advisor I was working as a porter. I did a really good job and I think they liked me as a porter. So much so that they would not let me be a service advisor. So I went to Honda and I'm an express writer. I really like it. It's going really good. The best part is that I was on disability for ten years and now I'm not disabled anymore. I have a career now
I am being considered for a service advisor position at a major dealership. Coming from the body shop industry and the security I've found there I am very nervous about the commission based pay plan as I've attempted that once before as a body shop estimator and quite frankly failed pretty miserably but I also learned a lot that helped me become successful in my current position. I interviewed with this dealership and even knowing my background they are ready to hire me, so there is something they see in me, but my cynical side is saying they're just grabbing warm bodies. However, watching this video helped me understand what additional questions that I need to ask to make an informed decision. This is probably one of the toughest decisions I'll ever make because part of me wants to stand pat and secure in my current position, but the prospect of being able to reach a level of income that I had previously thought was unattainable is very enticing. Any advice? (BTW, I am married and work/life balance is extremely important)
Hey David, I have some ideas but it's a bit too long to list here. Could you do me a favor and call your question in to our line at (833) 327-5737 and I'll give you some advice on our show.
@@Chriscollinsinc Sure!
your not a real seahawks fan if you ever mention that play. Super facts 😂💀
What’s the website to learn service adviser
The training site ?
Hey Chris, good video.
I've been at A Honda Dealer in Canada for about 1.5 years now as a service advisor.
I seem to be having trouble with repeat customers not wanting to do work and only come in for warranty work or oil changes and decline services.
This also seems to be almost 50% of my clients for the day (usually 10/19 Ro's),
Any advice to help change this as its lowering my monthly average .
We answered this question on an upcoming episode of SDR. Please email us at info@chriscollinsinc.com with your info, and we'll arrange to send you some free swag. Thanks for your question!
I left the service advisor job because it didn't match reality. I used to get paid parts and labor...now, they just want to pay labor....nope, I don't think so.
You just worked at a bad dealership, not the reality at most places
@@waynesmith6393 I am in Sales now...where rrality is that no one is trying to knock off anything due to CSI score.
Anyways, this is better all around.
If you dont like people you should be a tech! As a tech i talked to maybe 1 customer a week 😂😂
At vw the service writers were fired if they Received 3 less than perfect CSI's a month. 99 out of a 100? Fail. 4.75 stars out of 5? fail.
Sorry to disagree but the recent concept of “know nothing” advisors is one of the biggest problems in the automotive industry these days! The reason I believe this is because the advisor is there not only to build rapport with the customer but to also there to protect the customer from unscrupulous techs, which EVERY shop has! Often it seems the “know nothing” advisors are hired by service managers who themselves know nothing about the automotive repair industry, were terrible advisors (ie couldn’t make any $ honestly) or they want to be able to take advantage of the know nothing advisor who doesn’t know what a good or poor pay plan is! Which then leads to a constant advisor turn over which looks bad to customers!
80% of rechecks are because how it was written
Totally unethical. Don't back bite your fellow writers. They need to support you when you're not looking. If you don't have the trust of your coworkers you open yourself for revenge.
Not sure which part of the show you're referring to. But we'd love to hear your perspective on what we are saying. If you want, call in your thoughts to our hotline at 833-3ASK-SDR (833-327-5737)
What is this guy talking about?
@@Chriscollinsinc "lying about waiting on a tow in. Don't assume a social contract." People who are willing to be intentionally dishonest have no place in modern dealers.