The key components to any successful business is to provide excellent service and build trust, and this is especially true for auto shops. However, shop owners struggle at times with trying to implement effective strategies and the most important strategy is having a well-trained service advisor.
Here are three important takeaways on how to implement excellent service in your shop.
Shop Owners Need Service Advisors
Successful shop owners can’t afford to NOT have a service advisor in their shop. It’s important to remember that the only reason people choose your shop is because they TRUST your shop and the services that you and your employees provide. Your service advisor is typically the first point of contact, so their primary focus should be to take care of your customers and to effectively communicate with them. When you have a service advisor who is a real “people person,” you can expect almost an immediate increase in your ROI.
Communication. Communication. Communication.
Along with trust, your service advisor must effectively communicate the PROCESS of the service that he or she has promised. This may seem obvious and logical to most but, surprisingly, a lot of service advisors often fall short here. You want your service advisor to fully communicate to the customer what you and your team are going to do to their vehicle and, simply, do exactly what you told them you would do. It’s a proven process and, when used, the customer will have a lot more confidence in your shop, the solutions you present, and the prices you quote for them.
NO means KNOW
When a customer says, “No” and objects to a specific service, they’re not really saying no, it just means that they don’t KNOW enough yet to say “yes.” A good service advisor doesn’t argue, but listens instead. Typically, a customer will call or walk into your shop and they will ask one of many possible questions. However, whatever they say can be translated into: “I have a problem; can you help me?” Your service advisor must listen to this question and show genuine interest in both the customer and their issue. A lot of times, they just need to be assured that you CAN solve their problem.
Training your service advisor to implement these strategies will make a significant difference in your shop’s operations. To find out where you might be losing sales and profits in your service advising, take this quiz.