Service managers' roles have changed throughout the history of the automotive aftermarket, and these important employees now must have well-tuned customer service skills.
Service managers or service advisors now need to know how to explain the processes in clear and effective manners to make sure customers know what is happening to their vehicles and that their expectations are being met. To make sure this is happening in your shop, step back and look at each service manager or advisor individually. Ask yourself if these employees are following the market, are on pace with the market or leading the market.
The more you ask this of all your employees, the better your service will become and the more customers you can attract.
