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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.
The hardest thing we’re going to do as a shop owner is to release a toxic top performer,” he said in Kansas City during the presentation Business Boss Leader: From Creeper to Leader at the Mid-West Auto Care Alliance’s Vision and Hi-Tech Training Expo. One day, the serviceadvisor couldn’t find the tech.
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
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?
The serviceadvisor then needs to transfer that information in the same appropriate manner to the customer. Maybe they look at the report when they get home but theyre confident going through it because it was explained well in the first place by the advisor and the report is clear.
During the road test, I was able to confirm the hard shift in every gear complaint but also noted engine misfires present and a lack of power once warmed up. TR2 should have had 12V present, but only showed 5V. When I got to pin 39, I found around 4V present. I started with the range sensor codes.
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 serviceadvisorspresent findings more effectively, and ultimately boosts your shop’s efficiency and average repair order (ARO).
shop management software, adding powerful new tools that give serviceadvisors greater flexibility and control when managing revisions. This helps advisors clearly present options and secure faster approvals from vehicle owners.
Many serviceadvisors treat a customers vehicle as their own in terms of a budget. These are the findings you need to present to the customer. There are no high-pressure sales or scare tactics using this approach; just present the results of your findings. Ride control components are either good or bad, worn or broken.
Step 4: Train Your Team to Deliver Concierge Service Your team is the face of your brand, and they play a crucial role in delivering a concierge-level experience. From how they greet customers to how they present themselves, every interaction should reflect professionalism and care.
As a key link between your shop productivity and customer care, serviceadvisors play a vital role in recommending solutions that enhance vehicle performance and client satisfaction. Understanding how to communicate these benefits can differentiate your service offerings and foster customer trust.
As a key link between your shop productivity and customer care, serviceadvisors play a vital role in recommending solutions that enhance vehicle performance and client satisfaction. Understanding how to communicate these benefits can differentiate your service offerings and foster customer trust.
To enhance communication: Proactive Updates: Implement a system for providing regular status updates via phone, text or email, keeping customers informed throughout the service process. For instance, some dealerships have implemented video inspections to boost customer satisfaction scores.
This presents a tremendous opportunity to capture a customer base that constantly needs tires. Even with all technology present and coming in the future, the serviceadvisor needs to still be prepared and able to speak to and sell tires. The real additional revenue appears when you remove those tires.
During the road test, I was able to confirm the hard shift in every gear complaint but also noted engine misfires present and a lack of power once warmed up. TR2 should have had 12V present, but only showed 5V. When I got to pin 39, I found around 4V present. I started with the range sensor codes.
The Reynolds and Reynolds Company and UVeye announced the launch of a collaborative effort, beginning at the NADA Show 2025 , to enhance the quality of service from the moment a customer arrives at a dealership. The advisor will then be alerted through Reynolds ERA-IGNITE with an indication there are items to review with the customer.
In partnership with NAPA, ShopOwner, the Babcox Media brand serving professional independent automotive shop owners, is seeking to recognize and celebrate the vital role of mentorship in the automotive service industry. When the vehicle was finished, Rochon had it inspected back at the dealership and organized a presentation event.
After hearing DMSs presentation at a 20 Group meeting, Dustin Johnson, platform general manager for McGrath Auto Group, credited the DMS teams automotive-specific experience as a key reason the dealership group chose to work with them. The answer: Not if its done transparently and professionally.
Is the noise always present, or is it intermittent? WHEEL BEARINGS If the customer comes in complaining they have a bad wheel bearing, the technician needs to know five things: Does the noise change with vehicle speed? Does the noise change when going around a corner? Does the noise change when the brakes are applied?
Industry data shows that 70% of customers are not presented with inspection-based recommendations, but when offered, 50% of customers approve the work to be performed. Customer Education Customers who don’t understand why a service is necessary will likely decline the recommendation.
We will present their answers in alphabetical order over the coming weeks You can view the full feature in the February 2025 issue. What role is technology playing in repair shops these days and how can shops use it effectively? And what could impact business the most this year is there one key opportunity or challenge awaiting shop owners?
Additionally, it emphasizes the significance of effective customer communication and serviceadvisors in driving growth. Talking Shop with ShopOwner is presented by AAPEX2024. For more information visit AAPEXShow.com. The post Does Personality Matter In A Shop Setting? appeared first on Brake & Front End.
Personalized offers based on their vehicles service history can encourage them to schedule an appointment. In-Service Drive Sales Pitch Train serviceadvisors to educate customers on the importance of these add-on services. This not only increases customer retention but also brings in new business.
That’s not a fantasy – it’s the focus of The Paperless Shop: Ditching Paper for Profit , one of the featured presentations at DRIVE EXPO 2025 , taking place in Las Vegas in September at the legendary Westgate Resort & Casino. A serviceadvisor trying to decipher handwritten notes. Paper slows things down.
This happens as a vehicle drives through the service lane. Hunter Inspection Product Manager Mike Brecht said, Importing that data into the PBS systems serviceadvisors are already using will help dealerships sell more of those opportunities.
Modules will support serviceadvisors and technicians, offering a best-practices library and gamified training tools. This collaboration delivers a new level of dealership service training into fixed ops environments. Advisors gain confidence to present more customer options and drive additional sales.
If you just sell them shocks and struts, you are asking the customer to exchange money for a parts and service. Presenting your customer with inspection results and benefits of replacement will sell the job without even asking for the sale. Advising and educating a customer about the condition of their car or truck is easy.
For shop owners looking to improve ARO, consider: Training serviceadvisors to use a needs-based selling approach. Teach them to ask the right questions and confidently present repair recommendations with a clear breakdown of priority. Offering flexible solutions by presenting options, not ultimatums.
When it was my leadership teams turn to give me feedback about what they admire and what they wish I would change, there were a few things presented and the one that stuck with me was this. What services do you offer? How many serviceadvisors do you have? Getting back to our 2-day annual and The One Thing.
Today, the operation includes tire technicians, automotive service technicians, and serviceadvisors. The company presented the 2024 award at its annual Owners’ Convention in March. Store sales have increased year over year, the location has doubled in size, and the team has grown from five to 20 associates.
You just need to write out your playbook, present it to the right players, coach them how to use it and hold them accountable if they don’t. I’m only a Facetime call away for a tech that is struggling with a complicated diagnosis or a serviceadvisor who needs advice on a challenging estimate.
An Automotive ServiceAdvisor is often the first point of contact between customers and auto repair shops. In many ways, automotive serviceadvisors represent the face of the auto repair business that employs them. As an automotive serviceadvisor, your role is to repair cars and build a bond of trust with your clients.
A career after serviceadvisor training presents an intriguing intersection of customer service and technical expertise, particularly within the automotive industry. A serviceadvisor acts as a bridge between the customer and the technical team, requiring excellent interpersonal skills and a solid technical foundation.
After serviceadvisor training , understanding customer rights and dispute resolution processes will be crucial during your career. This blog post introduces CAMVAP to students in serviceadvisor training. As you’ll discover in serviceadvisor training, CAMVAP helps resolve disputes.
Nominations are open for the AAPEX Service and Repair Awards that annually honor a shop owner, serviceadvisor and technician for their extra efforts, exceptional work and commitment to professionalism within the past year. ServiceAdvisor of the Year was awarded to Greg Damon, general manager, Sparks Tire & Auto, St.
In the ever-evolving automotive industry, the role of a serviceadvisor is both challenging and rewarding. As the bridge between the customer and the service department, a serviceadvisor's ability to communicate effectively, build trust, and manage technical information is crucial.
NGK , in conjunction with Babcox Media, is presenting a three-day webinar titled “ShopStock.” Whether you’re a shop owner, technician, serviceadvisor, counter pro, educator or student, there’s something for everyone. The goal is to promote learning and sharing within the automotive aftermarket. The sessions begin at 2:00 p.m.
It’s like Woodstock, but for auto care professionals. Whether you’re a shop owner, technician, serviceadvisor, counter pro, educator, or student, there’s something for everyone. Here’s what to expect on day one : A live webinar on the topic of Trouble Codes , presented by ASE-certified tech Andrew Markel.
Whether you’re a shop owner, technician, serviceadvisor, counter pro, educator, or student, there’s something for everyone. Here’s what to expect on day one : A live webinar on the topic of Trouble Codes , presented by ASE-certified tech Andrew Markel. It’s like Woodstock, but for auto care professionals.
You must get this information so when you present needs to a customer they actually need/want what you are presenting. Many times, it is our communication that stresses the urgency of our services. When the description of the consequence is baked into the presentation, you are almost always going to illicit a “yes” response.
He outlined expectations for techs and serviceadvisors — but also what they expect from their boss. 14 featured Brenden Steckler, whose presentations included a focus on a streamlined approach to diagnostic dilemmas. The final day on Sept.
The integration will allow serviceadvisors quick access to Hunter’s Quick Check Drive and Quick Tread Edge autonomous inspection results, allowing them to identify alignment and tread depth concerns and bring them to the attention of vehicle owners.
Your ServiceAdvisors Have Poor Phone Skills This is one of the most common reasons we see marketing “fail”, and we often don’t catch this until after we’re working with a new client and we start listening to phone call recordings. Spending marketing dollars to send more phone calls to a mediocre serviceadvisor is money wasted.
Worst of all, they can capture the conversation between the serviceadvisor and technician. Other states have “eavesdropping” laws that say the person recording the conversation must be present. Some of the videos capture techs just making fun of a customer’s vehicle, bad modifications or dirty interior. Is it Legal?
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