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How your Service Advisors can Stay On Plan, On Task and On Time…
A Service Advisor not performing up to expectations can often be salvaged if given effective instruction and monitoring. Service Advisor success is key to the success of the entire service department and deserves management's close attention.
Rather than just telling them to improve; better to break down the task into its component segments and formulate a plan to for improvement when deficiencies are found.
Following is a simple plan to solve the problem of an under-performing Service Advisor... Test each element of the job and formulate corrective actions for each found wanting.
Improvement Plan Objective:
Enhance the performance of Service Advisors to ensure exceptional customer service, increased efficiency, and improved profitability in the dealership’s service department.
1. Pre-Appointment Preparation
Review Carryovers and Timelines: Ensure that all carryover jobs are prioritized and assess the availability of parts. If parts are unavailable, proactively contact customers to reschedule or manage expectations.
Daily Schedule Review: Evaluate the day's schedule for any potential comebacks or over-bookings. Coordinate with management to address these issues to maintain a smooth workflow.
Area Preparation: Maintain a clean, organized workspace that reflects a professional environment. The service area should be welcoming and consistent with a high-quality customer experience.
Customer History Review: Spend time reviewing customer histories and previously declined services. This preparation allows for informed discussions with customers, increasing the likelihood of upselling necessary maintenance.
2. Customer Greeting and Engagement
Professional and Warm Greeting: Train Service Advisors to greet customers with a smile and use their names. A personal, warm welcome sets the tone for a positive experience.
Use of Pre-Work Orders: Utilize pre-work orders or tablets to efficiently communicate with the customer about their visit's purpose, ensuring that all details are accurately captured.
Walk-Around Inspection: Conduct a walk-around inspection with the customer, noting any visible damage and discussing potential maintenance needs. This step helps build trust and identify additional service opportunities.
3. Operational Efficiency and Customer Communication
Timely Status Updates: Service Advisors should be proactive in updating customers about their vehicle’s status. Make sure to use the customer’s preferred mode of communication… email… text… phone. Provide a specific time for follow-up communication and adhere to it, even if there is no new information.
Multi-Point Inspections (MPI): Ensure that MPIs are conducted thoroughly and presented to the customer effectively. Use visual aids, such as photos or videos, to enhance the customer's understanding and acceptance of recommended services.
4. Service Delivery and Post-Service Follow-Up
Final Contact and Preparation: Before the customer arrives for vehicle pickup, ensure that all paperwork is ready and that the final invoice matches the customer's expectations. Review all services performed and review the next recommended maintenance.
Customer Feedback: Provide a clear and straightforward process for collecting customer feedback, and use this information to refine service practices continually.
Follow-Up: Implement a robust follow-up system to maintain customer relationships, check satisfaction levels, and encourage future visits.
5. Continuous Training and Performance Evaluation
Training Programs: Invest in continuous training focused on customer engagement, inventory management, and digital communication. Regular workshops and role-playing scenarios can help Service Advisors refine their skills.
Performance Metrics: Regularly review individual and department performance metrics such as customer satisfaction scores, hours per repair order, and the number of additional services sold. Set clear, achievable goals and provide feedback to help Service Advisors improve.
Incentives: Introduce performance-based incentives aligned with the dealership's overall goals, such as customer retention, sales targets, and service efficiency. Be careful with incentives to avoid Service Advisors who will be tempted to work the system for better numbers, while not truly improving their process.
Implementation Timeline:
Week 1: Focus on pre-appointment preparation, customer greeting practices, and workspace organization. Begin implementing daily and weekly checklists.
Week 2: Introduce operational efficiency enhancements. Start tracking performance metrics.
Week 3: Roll out advanced customer communication strategies, including regular status updates and enhanced MPI presentations. Begin performance-based training programs.
Week 4 and Beyond: Continuously monitor and refine all processes, focusing on customer satisfaction and service efficiency. Adjust strategies based on performance reviews and customer feedback.
Expected Outcomes:
Improved customer satisfaction and loyalty.
Increased efficiency in the service process, leading to higher profitability.
A more confident, motivated and skilled team of Service Advisors.
Enhanced overall performance of the service department, positioning the dealership as a leader in customer service.
This plan aims to create a structured and efficient environment where Service Advisors can excel, ultimately leading to a superior customer experience and increased dealership profitability.
Use Checklists to Guide Improvements:
Using structured checklists in the service department is crucial for maintaining high standards of customer service and operational efficiency. By ensuring that all processes are meticulously followed, dealerships can improve customer satisfaction, increase repeat business, and enhance overall profitability.
Regular preparation, effective communication, and ongoing performance reviews are key components of this strategy, helping Service Advisors manage their workload and deliver consistent, high-quality service.
Checklists to Help Your Team Stay On Task... On Plan... and On Time
Successful auto dealerships are run on well-thought-out processes, executed by diligent and conscientious managers.
Checklists can assist managers by helping to assure that no steps in the process are skipped or neglected.
This DealersEdge Guide contains multiple examples of checklists… recommended by a team of DealersEdge Expert Industry Contributors… each a recognized authority if their management specialty.
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