The role of your service writer is the largest contributor to the sales and customer satisfaction of your business.
From organizing vehicle maintenance records and service schedules, developing repair estimates and costing materials, to preparing repair orders and maintaining customer rapport, it’s all in your service writer’s hands. They are often the first person your customers come in contact with, and we know that first impressions are everything. When a potential customer comes to your shop needing immediate help, it’s up to your service advisor to give them their options and put them at ease. Not only can this make or break your customers’ future relations you’re your shop, first encounters can seal the deal on a loyal customer; business for life. Whether you’re dealing with a first time customer or a valid complaint, your service writer will be the one handing out smiles and putting out fires.
Any shop owner can agree they want their customer’s needs heard. And that is just what service writers do. They’re listening to customer needs while making sure that each repair order is completed within those requirements. Say your customer needs their service completed by Friday morning, come Friday afternoon and your techs are just finishing up. Maybe your customer was overcharged for a service, or returned their vehicle after the service with a recurring engine problem. Who is going to put out, or prevent those fires? It doesn’t have to be the owner if your service writer is well-trained. With that said, it is more than necessary for your service writer to be thoroughly trained in communication skills and sales. With the right training, they can sell your services, increase profitability and ensure customer retention. A service writer will keep the back end of your shop organized, while making the front look even better. It is an investment your pocket will not regret, but thank you for.