Why Service Advisors Need to Master the Basics

So you got kids that are raising their hand saying, I like to work on cars. And we're creating an environment where they don't want to work with us because it's just a bunch of kids. They don't see a career path.

They don't see anything.

Right.

So that part of that is broken, and the. The other part of it is broken is they. They can't do the work that would be recommended. Customers have to be handed somewhere else. It's just we. We create so many issues for oursel and we're losing track of the outcome. Like, is it a better customer experience doing the quick lube.

For a minute.

But then the quick lube gets so busy it's not.

But for a minute it is. But then are our sales going up? Are the customers coming back?

Not usually.

Not usually.

Yep. I do think that the one thing I would say that.

Oh, that's funny. You have a log. A log book.

Yes. So regardless of how much technology I see in a store, if I go into a service department and I see a service advisor with this. Chris is making fun of me because it's very old school, but any sort. I think any sort of a log book.

The only thing is I want the bigger. We have a bigger one.

Yeah. You like the. I like the one that takes up the whole desk. I like this one right here. But any sort of a way to keep track. And there's just something to handwriting stuff. I get it that computers do so much and there's route sheets and all that stuff online. But there's something with. At least for me, when I write someone's name on a sheet of paper that I'm going to not forget about them.

Yeah.

And I think that what I would tell you is, is that I think that as an advisor, let's say we're to, you know, go back and start writing service. I would definitely look at things like the video and the text message is opportunities. I still track them on this thing, but I would always be ahead. I would always be proactively ahead of the videos and the text messages. And I'm controlling the narrative, just like Howard does with the picture. Like, everything happens through me. But if I can have a customer see a video that their. That their brakes are worn out or that there's a leak underneath their car, I look at that as just building credibility for me. But it has to go along with the story that I'm telling. It's not the story. So, you know, kind of to your point is at the end of the day. What is it that gets us to where either a better customer experience or we sell more, Preferably both. Because your happiest customers spend the most money.

Yeah.

So I think there's a world where you can make all that last, but just start here and get good at this first before you add more stuff in. That's the hardest part is, is that we add things before we're good at the easy stuff.

Yep. I totally agree. So, I mean, I think we, we cover this a lot when we talk about tablets and all that, but no, the tech is not improving communication. Who you are is who you are.

You will not magically just be an amazing advisor because you got the text or video feature. You can be an amazing advisor and have those things as tools.

Your biggest lever. The, you know, the, the leverage lies in your relationship with your customers and your ability to build trust and make friends.

I agree with that.

It's. You can't just automate it. It's not a. They're not robots.

They're people.

And we got to treat them like people.

Thanks so much for watching this clip 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.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins and I'll see you in the next video.