service writing jobs This is a topic that many people are looking for. bluevelvetrestaurant.com is a channel providing useful information about learning, life, digital marketing and online courses …. it will help you have an overview and solid multi-faceted knowledge . Today, bluevelvetrestaurant.com would like to introduce to you Service Advisor Training: Five Keys To Being A Best Of Breed Service Advisor – YouTube. Following along are instructions in the video below:
“Chris collins here and in this video. I want to talk to you about how how to be the best of breed service advisor that you can be now i a service advisor and i know and a lot of service advisor training out. There you can kind of get the feel that the person teaching. It was really never a service advisor and i can tell you the heart of everything that i do is that i was a service advisor for a very long time was very successful at it so the keys.
I m going to give you you re going to relate with and you re going to get right away. But i might tell them to you in a little different of an angle to really make an impact and change the way that you think so what is the role of a service advisor in a dealership. Some people are going to say it s to sap well if you re really good service. Advisor selling is the easiest part of what you do your role in the dealership is to collect customers you are a customer collector.
If you think about it in 1950s and 60s. There were a lot of shops with a customer pulled right into the shop and dealt with the technician. While the technicians ratcheting on a car and going what what it doesn t start when it s called buhbuh buhbuh buhbuh buhbuh that wasn t a recipe for good customer service. And good communication.
A service advisors. Role is to make the customer feel comfortable. And to trust us as a dealership and if we do that right then it feeds the circle of life in our industry. Which is the sales department sells a car and hands us the customer and then we take care of that customer for the trade cycle.
Maybe two years three years depending on the car line that you re working for and then we hand that customer back to the sales department and they sell them another car and then we get them back again. Which is the greatest retention tool that there is in any industry. Out there. But you have to understand it and really really perform and understand that your job is to collect customers not just to sell them work selling is the easiest part of what you do if you do the collecting part right so how do you clip custom.
The key is you got to connect on a different level listen the cars a commodity. Any dealership can sell them the car..
What s different is how you connect with them. And what you talk about so when a customer pulls in to the average service drive. When the advisor meets the customer whether they go out to the car. Which is the best way to do it is meet the customer at their car.
But let s say the customer comes into the service advisor. Most of the time when i hear service advisors. Say is what brings you in today. Did you have an appointment and then they talk about the car.
The car is the least important part of this whole transaction. What is important is the connection that you make with the customer. What you want to talk about is where they headed today their kids. But how fast they ve driven their car if it s a sports car well if they help coach the soccer team if their soccer balls in the car.
You want to talk to the customer about personal things. And then the car is the easy part and secondary and you don t have to spend a lot of time doing this you can do this in two or three minutes. But if you start the relationship. We re talking about the personal things.
The trust and the sales are going to be very very easy to do and when i was a service advisor. I remember at one dealership that i worked at they actually allowed me to sell cars in the sales department and paid me a commission to sell cars because i had so many customers that trusted me that wouldn t buy another car unless. I endorsed it they would say i need to buy my daughter a car. What should i get and i would tell them like hey this new model.
We haven t seen any issues with it that s the car that i would get and i can walk them the sales desk. The deal and sell them a car because they trusted me that much and i could sell that many cars in a month..
And that s really how you should think is a service advisor is you need to have that connection with your customers. I m sorry. There s a little barking going on because i have some puppies in here in my studio in downtown. Then they want to be in the video.
They re jealous and i think she was saying that she wants to write service when she grows up um. So that s the key is you want to talk about things that are personal you can just simply ask a customer hey what are you doing this weekend. What are your plans for the holiday. What did you you over the weekend.
If it s monday or tuesday it s very easy to do. But that s what you want to talk to the customer about and that s what you want to connect about remember. The car is a commodity now i want to do some math with you now. If you connected on a deeper level with three customers a day.
Just three customers a day now granted you re going to get returned customers every day. But if you found three new customers every day to connect with let s do the math really quick. There s 52 weeks in a year and if you went on vacation for two weeks. You would have 50 weeks in the air there s five working days right and we have three customers if you want to get out your calculator you can but 50 weeks times.
Three customers a day times. Five working days is 750 customers. So if you did that over five years. If you connected with three customers into two weeks vacation.
Over five years and weren t sick maybe we should include sick days in here. But we didn t you can adjust the math of your sick..
A lot that would be thirty seven hundred and fifty customers over five years you would connect with so if you stay in one dealership and build your customer database and over five years. You collect thirty seven hundred and fifty customers times. An average transaction in our country of about two hundred and eight dollars parts and labor. You would have in five years without taking another appointment.
Just with those customers coming in in one year. You would have seven hundred and eighty thousand dollars in parts and labor sales from january 1. To december 31st that year. So just three customers a day.
Connecting with them on a deeper level and that is the key to being a successful service advisor. You know in my book. The millionaire service advisor. I started off with a story about my rich uncle and i talked about my rich uncle that bought me a car and he bought me a house and he paid for clothes and he paid for vacations.
Then you know who that rich uncle really is it was my customer database. It was like a retirement savings plan because i had such a big customer base when i was a service advisor that i didn t have to answer an incoming call and i had customers waiting for me at my desk. And i know a lot of you advisers watching this right now probably have that if you ve been writing service for a long time. But really think about could you build that could you collect more customers and connect on a deeper level and i mean i ve heard we had our top dog service advisor event event.
Not that long ago where the best advisors from all over the country are invited to a workshop and we had an advisor. There was a speaker that had made over four hundred and twenty thousand dollars in one year writing service and he was a customer collector and he did he had a really really good system for writing. But you can be very successful make a lot of income as a service advisor. If you collect customers now i want to give you a couple keys to the second part of being a successful service advisor is your role in your customers.
Life is to keep them in a safe and dependable vehicle. That s your role is to keep them in a safe and dependable vehicle and to do that you have to understand preventative maintenance..
You know that the car care council says that over two billion dollars a year is lost in preventable repairs on cars and accidents. They could have been prevented over two billion dollars. And that s about 800 per consumer in repairs that they have to do to their car that could have been prevented by preventative maintenance. So the second key is you want to keep your customers in a safe and dependable vehicle and that s having the car inspected when it s in your shop and preventing the customer from leaving there with hoses.
It should be replaced belts. It should be replaced fluids that should be replaced you got to believe in preventative maintenance. Because it saves your customers in the long run if they do it upfront. It saves them time heartache nobody wants to be driving somewhere for the weekend or going to work and running late their car breakdown.
So over two billion dollars could have been prevented if a service advisor and a technician would have taken the time to inspect the car. And then recommend the work to the customer and then if the customer would have trusted. It on us enough to say yes to the work. It all could have been prevented.
So that s the key to being a top brand service advisor. Being the best of the best westminster dog show best of breed winner is those things that i talked about so i hope those tools work for you and i m chris collins. And i m here for. You if you have any questions my email is chris at chris collins inccom.
Thank you ” ..
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