With the dramatic change taking place within the aftermarket service shop business, it is time to clearly define the rolls of each position within the business. One critical position that must be reviewed is that of the service advisor. Consider this description and compare it to your current service advisor position.
The service advisor is the person in charge of all communications when clients come in for their appointments. The main function of the service advisor is to show leadership and take control of the process at the client’s arrival in a professional way. The service advisor must inform and update the client on the shop process at each step, solve primary concerns and set realistic expectations. The client must know what is going to happen before it happens. The goal is to reduce tension, earn and increase trust and bring value to the client to build a relationship. The service advisor must educate the client on the service intervals recommended for their vehicle for safety, reliability and efficiency to secure repeat business on an on-going basis.
Here is a breakdown of expected duties:
- Review all folders, the previous day to ensure:
-All pertinent information has been collected
-That miles are matched to the maintenance schedule
-Areas of opportunity from last visit have been addressed
-Parts are ordered if booking is for parts installation and not in stock
-You are familiarized with the client and the vehicle
-The pre-repair order is accurate
2. At the time of client arrival, smile, tune the world out, take control and introduce yourself. Ask for their name — first and last — confirm the vehicle and listen actively to concerns and additional information about the vehicle. Check off the appointment on the appointment board and inform them on your intention to go out to the vehicle.
3. Perform the walk around with client. Explain what you are doing and involve them. Note the following: if the vehicle is clean or dirty; its condition and age; any malfunction indicator lamps, confirm mileage, etc.
4. Inform clients on our process: Go through the diagnostic, courtesy inspections, and complaint inspection steps. Inform the client on our professional responsibility for safety and reliability. Suggest maintenance by outlining the client’s need, vehicle history, intervals and OE recommendations.
5. Build a professional repair order and get a signature on every repair order.
6. Dispatch the job.
7. Assume all communications with client. Confirm how the client wants you to communicate – e-mail, text, telephone — and document it to the file.
8. Communicate to the client the results and findings of the inspection and diagnostic. Primary concern(s) should be addressed first with a full estimate before additional service can be discussed. Review inspections and make sure to point out positives.
9. Get approval for work with exact pricing, parts availability, options and a time frame to complete the work with reasonable expectations. Separate the services to be done and those to be deferred. Re-schedule work if needed. Determine who will complete work and get parts ordered. Keep everyone informed of any change in schedule.
10. Assure that all promises have been kept: primary and other concerns, road test by technician and any special requests by the client.
11. Make sure the repair order is completed and ready.
12. Call the client to inform them that the vehicle is completed. Start active delivery over the phone by scheduling time of pick up, determine the next appointment and log the next appointment electronically. Inform client of the bottom-line price, which should be the same as the approval.
13. Perform active delivery: speak slower than normal, review primary concern(s) first, advise of any special-order parts, when they will arrive and the process to have them installed. Discuss work not completed, explain the investment in vehicle, warranties and supply educational material.
14. Schedule next appointments for deferred work and set intervals for follow up.
15. Create a memo for deferred work and contact clients for deferred work on safety, reliability and vehicle efficiency issues.
As you can see, the service advisor has a very key role in engaging the client today. The detail is enormous and that is why the recommended staffing level is one service advisor to every two technicians. There is so much communication required between the techs and the client that when a service advisor has to work with four technicians, he or she is overwhelmed and cannot execute effectively. Therefore, net profit is being missed.
Is your business up to date with the required new description?
