The Process – Volume 1
Welcome back to The Service Advisor’s Guide to The Galaxy! The next step in the 7 P’s process is … The Process. The Process followed by the service advisor will differ from one shop to another. As with all aspects of the job, check with your manager / owner on how...
The Phone
How you answer the phone is extremely important especially to a customer that has just experienced a vehicle failure. Bruce provides some great guidelines on how to answer the phone.
Too Many Cooks in the Kitchen
Lessons learned: follow your own rules; they are there for a reason.
I Have a Special Purpose
What is the purpose of a service advisor? One previous trainer said that the purpose of a service advisor is “Get car in shop!” While that may be part of it, there is much, much more involved.
Episode 1 – The Phantom Manager
Most shops today pay their advisors based on total sales. While I agree that everyone should be paid according to what they produce, this type of pay structure pressures the advisor to “sell” in order to get a decent paycheck.