The Payback
If you had questions about customer service and how to be a great service advisor, then Bruce has given you many of the steps required through this series of articles.
The Perception
You may have done the most amazing repair at the most reasonable price, but if the customer perceives that they were overcharged or there’s some other misunderstanding, then their perception is not going to be a positive one.
The PMI
The Preventative Maintenance Inspection (PMI) provides another opportunity for increased sales and lets your customers know that you have inspected their vehicle and provided them with the information they need to keep their vehicles safe and dependable. The hardest part of initiating a PMI is getting everyone on board.
The Process – Volume 2
Dispatch – Who is going to be doing the service? As with most other things, each shop has their own way of doing things. You may have a shop foreman that makes that decision or it may be the advisor. Either way, the logistics of keeping a flow of vehicles through a...
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.