A short YouTube conversation led by Chris Collins explaining the service advisor’s role as the process manager and liaison between customers and technicians. Key points: the advisor must proactively manage communication (collect contact details and preferred methods), be ready for time-sensitive decisions so technicians aren’t idle, and prioritize repairs for customers who can’t afford all recommended work.
The extended warranty would. And I would tell the customer like, hey, they want to send a used part, but I wouldn't recommend. Technician pulls a car and they have the diagnosis and they say, hey, this customer needs this and this and this. And you can't get a hold of the customer right away. Then the tech's pulling that out and the next job that they have are pushing your job to the back of the line. Because the technicians are only effective if they're working and they can't sit around and wait for you to figure out how to, to get a hold of the customer. So how good are you at managing the process? You gotta, you know, right up front, where are you going to be today? What's the number I can reach you on? How do you want me to communicate?
Time sensitive.
You gotta be, you gotta be ready to communicate with the customer if that is needed, if communication is needed in that sense. But you're managing the process. The other thing you're doing as a service advisor is you're advising them. So you're advising them up front to the maintenance they might need, but you're also advising them to repairs that somebody might need on a car. And this will happen very frequently when you're a service advisor is somebody will have an older car with a lot of miles on it that needs a lot of work and they can't afford that work. And you need to prioritize that work. So you might need to go back to the technician and say, hey, you know, they don't have 2,500 right now, but what's important, and then discuss that with the technician and then tell the customer, like, you know, this is what's important today, but over time we should take care of these things. But I, you know, when I was a service advisor, I would have customers coming back, you know, every payday to get a certain thing done, to check off their list. But you have to prioritize in, in prioritizing, you got to see it from the customer's point of view and get the technician who's the expert's point of view. So you're in the middle of that, of that process. And so the word that you came up kind of for that was liaison. Right. They're a liaison in that sense. Do you want to add anything to that?
Yeah, I was also like, with the rest of the thing, I think I'd put down that, like the advisors, the master of time and space and so much of that stuff, like things can't happen without them, actually kind of pulling different strings. And it's so, so vital the, the way that behind the scenes, they keep everything going.
Thanks so much for watching this. Of Service Driving Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 Ask SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chris collinsinc.com now that's offers.chriscollinsinc.com I'm Chris Collins, and I'll see you in the next video.
