A short YouTube discussion (hosted by Chris Collins with a second speaker) listing the main causes of stress for automotive service advisors. Core points: advisors are writing too many repair orders (30–40 ROs/day cited as an example), shops lack technician capacity and parts (leading to delayed work and loaner cars), advisors feel out of control, and many are reactive rather than proactively communicating with customers. The clip closes with a call-to-action to subscribe and contact the show.
Chapters
Okay, why are service advisors so stressed out?
Ready to start this list? Number one, there's probably some that we forgot, so.
Oh yeah, if, if you think of something we forgot, post them in the comments. I would love to hear what you guys think. Number one is writing too many ros.
We see that continuously that.
We'Re asked to train service advisors because they don't follow up, they don't communicate. And what we've done as leaders is set the advisors up for failure from where to go because we think they can write. I mean I heard one the other day when I was doing a strategy session. The advisors were writing between 30 and 40 a day.
That's just insanity to me. And I think that's the scariest thing is that. So we bring these. CSI is inconsistent, weird, but we bring these people in, we, you know, start to get, let them get a lot of reps. They get better in spite of the environment we turn them into. And then instead of kind of saying okay, get good at these 15 or 20 or 25 ROs, then we just start piling it on more and more. There's never an end. Like we just. The better they get, the more we pile on.
Yeah. Then the next one is that the service advisors don't have techs. There's a shortage of technicians as everybody knows. But what happens is when service advisors can't get work done. So let's say you wrote up.
20 hours today and 10 of them don't see the shop until tomorrow. You're not going to call customers and sell an eight hour job when you have cars that came in yesterday that haven't seen the shop yet. You're just not like all the advisor training in the world. If you don't have enough capacity in the shop to get the work done, you're, you're not going to sell more work. Especially when CSI is so important. So they don't have enough production to get the work done that they could, they could sell. And then parts.
Yeah. So even if they do have the people, then they don't have the stuff.
Yeah, they don't have the parts. Which quite a few manufacturers right now are really struggling with the part side of it. And so you know, the advisors are the ones that have to communicate that to customers. And we've seen recently like customers that have been in loan cars for like four or five months waiting for a part, which is crazy. Next one is that they're out of control.
They just, yeah, they're running everywhere. There's no, there's no Chickens with their heads cut off. Polloca besa. That's right. What? That's chicken without a head.
Pollo cincavesa.
Yep.
Chicken without a head.
That's right.
Yeah, but don't you think that part of why they're running around is all they're riding too many?
Yeah, that's an effect, not a cause. For sure. Yeah. It's all those things then equals they're out of control.
Which then takes us to the next one is our reactive. So most service advisors are stressed out because they're reactive. So they're waiting for the customer to call them instead of framing the customer or calling the customer first. And you can tell a department that service advisors are writing too many ros. And this is the case by just standing at the phone at lunchtime. If the phone is blowing up at lunchtime, then the service advisors either haven't framed or, or they haven't called or communicated with their customers. But they're reactive, not proactive. So in our service advisor training in the circle of trust, we talk about a two hour call, but calling the customer, even if you don't have anything to say, just to make them feel safe and know that you're. That they're on the radar instead of in purgatory.
Thanks so much for watching this clip.
Of Service Driver 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.chriscollinsinc.com now it's offers.chriscollinsInc.com I'm Chris Collins and I'll see you in the next video sa.
