A former service advisor explains how building trusted relationships with repeat customers, called "key throwers," lets advisors influence their car buying decisions. Losing these customers hurts dealership revenue, so advisors need to actively manage relationships instead of hoping customers return.
When I was a service advisor, one of the things I was the most proud of is a lot of my customers that were the key throwers that I had really good relationships with wouldn't buy another car without asking me about it. Like, I was very influential in their car buying decision. And that's how it should be. Like, as service advisors, we should be. We should be curating these relationships, connecting with people on a different level, and then guiding them and helping them with their decision for another vehicle. So any sort of leakage where customers are going somewhere else, is going to affect the circle of life in a negative way. We're lo. We're losing something there where customers are going to leak out, and we're, you know, we're leaving it to chance in a way. And I. I wouldn't want to do that.
