This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
The mindset of serviceadvisors and shop owners plays a crucial role in the success and growth of the business, according to a shop coach. For serviceadvisors, dealing with challenging customers can be particularly frustrating. How can I improve my processes? How can I help my employees?
Serviceadvisors should not be in charge of building tickets the job should be given to the ones who are working directly on the vehicle and who know exactly what they will need to do the job. For example, the serviceadvisor may not know that the part theyre ordering doesnt come with bolts. Huh asked attendees.
Serviceadvisors: The key to customer understanding While technicians are essential in identifying issues, the serviceadvisors role is to bridge the gap between the shop and the customer. Serviceadvisors should take as much time reviewing and presenting the inspection as technicians spend performing it.
For serviceadvisors struggling to discuss necessary repairs, she recommended first identifying the customer’s personality type. She noted that the technique works in personal relationships, management and even parenting.
Auto repair technicians and serviceadvisors confront new challenges and opportunities in a rapidly evolving industry. As the technological and customer service landscape evolves, so too do their roles. Techs and advisors answered similarly as their shop owners: Availability (64 per cent). Most respondents (45.5
A key component of your shop is the mission statement, explained Sabrina Wilkerson, a former serviceadvisor and now a trainer at training company Elite, and Tom Amero, director of operations at Elite.Wilkerson emphasized the importance of ensuring that serviceadvisors understand and feel part of the shop’s mission and vision.
Performance is evaluated in three segments: full-service maintenance and repair, quick oil change, and tire replacement, across seven factors including ease of scheduling, fairness of charges, serviceadvisor courtesy, serviceadvisor performance, service facility, time to complete service and quality of work.
Instead, Voth advocates for a culture that brings employees together, particularly as the industry faces a growing shortage of skilled technicians and serviceadvisors. If you use fear, you are not going to get the most out of the people that you work with.
One day, the serviceadvisor couldn’t find the tech. Turns out, the tech was upset with the advisor and went home. “I have to have a standard that’s more important than that person or the sales they’re going to generate.” And it needs to be done swiftly. He’s been through this. He was highly skilled and meticulous.
Serviceadvisors had the chance to take classes on topics like customer service and selling strategies. At the Overland Park Convention Centre, management training looked at how owners can improve their business by way of training in topics such as financial, leadership, artificial intelligence and more.
As well, the business will need to produce enough profit to hire a replacement for the owner, if they work in the business as a tech or serviceadvisor. The business should be profitable enough to pay all the bills (including payroll), pay your business loan and allow you to save for upgrading equipment in the future.
The latest issue of CARS magazine tries to pull back the curtain on how technicians and serviceadvisors in your shops are feeling and what they’re thinking in their day-to-day activities. Technicians and serviceadvisors share their thoughts on this rapidly changing field in a candid manner.
Are there bottlenecks in the serviceadvisor process? Are your serviceadvisors properly trained in the art of sales, and in delivering exceptional customer service? Your serviceadvisor wants to sell exhaust manifolds on a Chevy pickup truck. Are there wasted steps that can be eliminated?
The job title on your business card may say serviceadvisor, but what does that mean? Do you handle scheduling jobs? Are you the one who keeps in contact with the customers, giving them updates and bad news and asking for upsells? Do you handle repair approvals? There are always problems you dont expect.
When technicians, serviceadvisors, and customers aren’t on the same page, it can lead to delays, errors, and reduced profitability. Efficient communication is the backbone of any successful auto repair shop.
However, while the importance of training technicians is well understood, one crucial area of training often gets overlooked: Serviceadvisors. If jobbers want to provide true value to their customers, investing in advisor training is just as essential — if not more so — than technical training. Why train serviceadvisors?
We’ll dig into topics like lead quality vs. lead conversion, how your serviceadvisors might be unknowingly costing you business, the difference between perceived and actual appointments, and why the phrase “price shopper” might be more excuse than reality.
By understanding TPMS, serviceadvisors can provide better support and instill confidence in their customers. The post Understanding TPMS: A Guide to Diagnosing and Servicing appeared first on Brake & Front End. This video is sponsored by Auto Value and Bumper to Bumper.
Many companies are unveiling new products, making announcements and otherwise showing off their latest tools, technology and services for the auto care industry. You can check out our preview of both shows for some of the highlights of what’s taking place.
Why Technician Notes Matter More Than Ever As a shop owner or serviceadvisor, you know the importance of technician notes. ” This kind of clarity reduces back-and-forth questions, helps serviceadvisors present findings more effectively, and ultimately boosts your shop’s efficiency and average repair order (ARO).
If the serviceadvisor has a KeyReader pad on their desk, initial vitals can be obtained from the key. If the vehicle has a Display Key, the owner can view the recommended services and vehicle status on the key’s LCD display. It’s the electronic equivalent of having a serviceadvisor along for the ride.
The serviceadvisor then needs to transfer that information in the same appropriate manner to the customer. Speaking at the Automotive Aftermarket Retailers of Ontario, he challenged shop owners to ensure their staff are talking to their customers in a more simple way.
With OEMs including Mercedes-Benz, BMW, Honda, and Ford adopting flexible schedules, serviceadvisors and technicians must understand: How to interpret oil life monitors and onboard diagnostics. They introduce students to how automotive training must now blend mechanical expertise with data interpretation.
These reports document system issues and trouble codes, helping technicians and serviceadvisors prioritize necessary repairs. The tool automatically compiles Diagnostic Health Scan Reports, which can be stored in the Snap-on cloud and shared with customers via text or email. This video is sponsored by Snap-on.
These reports document system issues and trouble codes, helping technicians and serviceadvisors prioritize necessary repairs. The tool automatically compiles Diagnostic Health Scan Reports, which can be stored in the Snap-on cloud and shared with customers via text or email. This video is sponsored by Snap-on.
shop management software, adding powerful new tools that give serviceadvisors greater flexibility and control when managing revisions. By enhancing Job View’s capabilities, Manager SE empowers serviceadvisors to deliver clearer communication and improve overall management of complex repair estimates,” said McDonnell.
They research online, read reviews, and expect clear communication from serviceadvisors. Serviceadvisors must break down these complexities in a way that reassures and educates customers, helping them understand repair times and costs. Encourage serviceadvisors to personalize recommendations based on driving habits.
At this point, I stopped to talk with my serviceadvisor because there was no leak concern noted by the customer. The advisor called the customer to confirm that he had been adding fluid to the van. As I pulled onto the lift and stopped, the engine chugged and stalled out.
You have strong serviceadvisors Your team knows how to turn first-time coupon users into loyal, repeat customers. Bundled Services That Add Convenience: Instead of discounts, create service packages that make life easier for the customer. A strong serviceadvisor will: Educate customers on additional services.
By understanding TPMS, serviceadvisors can provide better support and instill confidence in their customers. The post Understanding TPMS: A Guide to Diagnosing and Servicing appeared first on Tomorrows Technician. This video is sponsored by Auto Value and Bumper to Bumper.
Thus, there is a fine balance and an art for the owner or serviceadvisor to navigate these interconnected dynamics within the estimation, and checkout process. It is the shops responsibility to ensure the vehicle is safe upon return to the client.
Training Investments: Clients invested in regular training programs for technicians, serviceadvisors, and office staff. On-going education helps improve customer service, therefore boosting revenue. This boosted shop morale and employee performance!
If the serviceadvisor has a KeyReader pad on their desk, initial can be obtained from the key. If the vehicle has a Display Key, the owner can view the recommended services and vehicle status on the key’s LCD display. BMW outlines how using the remote keyless entry fob can improve the customer experience at the dealership.
Similar approaches are necessary to ensure the recruitment and retention of top-tier talent, including skilled technicians, serviceadvisors, and branch managers, whether in a corporate environment or within a franchise structure. It requires a well-rounded strategy that addresses the needs of the business and its people.
In the automotive repair business, serviceadvisors are at the heart of building customer trust. Your recommendations matter. That’s why you need parts you can rely onlike Walker Products. Since 1946, Walker Products has proudly served the automotive industry.
Teamwork and Interpersonal Skills In most auto shops, ASTs work closely with serviceadvisors, parts clerks, and other technicians. When everyone works as a team, service is faster and more accurate. A well-organized technician helps build the shop’s reputation and creates smoother customer interactions all around.
Invest in Team Training and Upskilling Use slower seasons to upskill your technicians and serviceadvisors. Whether it’s customer service, new diagnostic tools, or internal systems training, education pays dividends in productivity and customer satisfaction.
In early 2025, the company will release three more topics: Engine Operation, Electrical Foundations, and ServiceAdvisor: Starter Systems. It will also include ADAS Static Calibration, Engine Diagnosis, and ADAS for ServiceAdvisors. We pride ourselves on listening to our clients and working to deliver what they need.
For instance, sending timely reminders for routine maintenance or promotions based on a customers service history can drive traffic back to the service drive. Furthermore, predictive analytics can forecast customer needs, allowing serviceadvisors to proactively recommend solutions, increasing customer satisfaction and sales.
.” In addition to Timeline, Today’s Class said it will release four new content topics by the end of the year: engine operation, electrical foundations, fasteners, and a serviceadvisor topic on how starter systems operate and how to guide customers with starter concerns.
Master strategies for shop management, customer acquisition, Google Ads, workflow scheduling, KPI tracking, serviceadvisor coaching, technician training, leadership, SOPs, employee retention, marketing, and building a high-performance shop culture that drives profitability, efficiency, and long-term success.
The study, in its 45th year, measures satisfaction with service at franchise dealer or aftermarket service facilities for maintenance or repair work from a survey of 55,210 owners and lessees of 1- to 3-year-old vehicles based on service quality, serviceadvisor, vehicle pickup, service facility and service initiation.
Training Your Team to Overcome Objections Your serviceadvisors should act as the No. Advisors who struggle to handle objections can cost your business more than proper training ever will. Ensure your team stays updated on overcoming objection training, especially for critical safety services like TPMS maintenance.
We organize all of the trending information in your field so you don't have to. Join 5,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
Let's personalize your content