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 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...
Seasonal and Regional Gasoline Blends and How They Affect MPG
Changing seasons seem to always bring about fluctuations in fuel mileage for gasoline powered vehicles. While variations in ambient temperature may result in a slight difference in fuel mileage, changes in fuel composition between winter and summer blends is the key contributing factor. These different blends are also the reason that fuel prices always seem to go up in the warmer, summer months – and you thought fuel companies were just greedier during vacation season.
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.