As someone who got hired as an advisor not knowing anything. I’ve learned so much. I’m definitely adapting. One thing I will say, I had a guy tell me, “you’re not saving lives. You’re helping them get their car done” which has helped a lot. Because atleast for me. I get very flustered with everything. Which of course is when mistakes happen. So I try to take a few minutes to step away. If I get flustered and come back with a plan of attack.
Chris, could you talk about how to handle phone shoppers, and possibly best methods of turning a phone shopper into a possible appointment. Also how to get them in without quoting a price over the phone. Great content!
We could give you a price over the phone but it's going to be wrong, any price you get over the phone is going to be wrong. To give you an accurate price we need to have one of our ASE certified technicians look at your vehicle. We do a free 65 point courtesy inspection on your vehicle and we pull any codes to see what direction we might need to go for testing. Bring your vehicle in and drop it off and we will look it over and give you a call about what we found. We won't do any repairs without your authorization.
Mr Jones, there are so many subtle differences in repairs these days, The only way to get an honest, accurate quote is to have one of my ASE technicians put you through our estimate process. When you come down for this kind of special appointment, we put your Repair order in a bright green jacket that let's my technicians know to stop what their doing and focus on your car and I'll get you an accurate to the penny quote you can hold me to. This process only takes 30-45 minutes and you can tell me what time works best for you. I do have a open bay at 1pm or 4 which time works best for you.
i was in the car service for 20 years, as a advisor and manager, after 18 years of retirement to bring up my 6 kids, im going back to work and im a little nervous
These are some really fantastic tips Chris! I agree there is some universally helpful tips. You stressed that as a service advisor we really only have that initial interaction to set a proper expectation with the customer on cost / time ect... But that's unfortunately not always going to happen to the most accurate estimations for various reasons. I would love your thoughts in another video of "salvaging" the relationship /expectation / experience once things start to go south. I love your flurry of YT shorts, I was pleasantly suprised to see a more traditional long form video. I am someone realitivly new to the business and have really enjoyed / learned a lot from your content. Great stuff man, thank you for sharing your thoughts on this topic. Only a very small handful of regular content on this subject. So there is absolutely a great opportunity for you to continue to work at filling the void as you have been doing..keep it up!
Aw man!!! Wish I found your page when I was a writer at Discount Tires. Loved it but it was challenging for me as I’ve never done anything of that nature.
I've been following you blogs. I start my first service advisor roll Monday week. Just left my job at Bunnings (home Depot) in Australia. Looking forward to it. Hope you have time for a chat would love it. Tim
Was moved from lube tech to front desk out of owners desperation. He wants me to SELL SELL SELL!!! A list of high profit routine maint repairs and the elevator pitch I should use to secure those repairs. Long YT videos are Good stuff. Keep it coming.
The date is 10/2/23..we are currently experiencing a UAW strike, therefore it’s extremely hard to get parts. I can set expectations as needed, however here’s my dilemma/concern. I’m a fairly new advisor and noticed I’m getting “fed” more warranty work as parts are temporarily hard to attain. Should I be concerned I’m being fed warranty to get ran out of the service lane or should I keep the mindset of once I gain all these warranty customers I’ll have cp customers on down the line? Thoughts?
What would your advise be, if you keep having comebacks and quality issues? Foreman isn’t holding techs accountable and I get left holding the bag with dealing with customer and have no resources to help with that.
@chriscraig been watching your shorts lately. I'm a tech at a GM dealership, what is your take or advice on asking a customer for wheel lock keys? As a tech I'm not fond of digging through someone's glove box/console, or elsewhere trying to find it. At times I have found large sums of cash, and a few firearms.
Tim, as a Service Advisor if I know that the wheel have to come off, I ask the customer to place it on the cup holder in front of me...while I'm looking at it. That way, the tech knows where it's at....why!? Because I make a note on the line that requires the specific job. That's 5 minutes the tech can use to make money...
As a toyota master tech I have chewed out so many service advisors over the years for sucking at their jobs and I think they really could have used this video
As someone who got hired as an advisor not knowing anything. I’ve learned so much. I’m definitely adapting. One thing I will say, I had a guy tell me, “you’re not saving lives. You’re helping them get their car done” which has helped a lot. Because atleast for me. I get very flustered with everything. Which of course is when mistakes happen. So I try to take a few minutes to step away. If I get flustered and come back with a plan of attack.
Chris, could you talk about how to handle phone shoppers, and possibly best methods of turning a phone shopper into a possible appointment. Also how to get them in without quoting a price over the phone. Great content!
We could give you a price over the phone but it's going to be wrong, any price you get over the phone is going to be wrong. To give you an accurate price we need to have one of our ASE certified technicians look at your vehicle. We do a free 65 point courtesy inspection on your vehicle and we pull any codes to see what direction we might need to go for testing. Bring your vehicle in and drop it off and we will look it over and give you a call about what we found. We won't do any repairs without your authorization.
Mr Jones, there are so many subtle differences in repairs these days, The only way to get an honest, accurate quote is to have one of my ASE technicians put you through our estimate process. When you come down for this kind of special appointment, we put your Repair order in a bright green jacket that let's my technicians know to stop what their doing and focus on your car and I'll get you an accurate to the penny quote you can hold me to. This process only takes 30-45 minutes and you can tell me what time works best for you. I do have a open bay at 1pm or 4 which time works best for you.
i was in the car service for 20 years, as a advisor and manager, after 18 years of retirement to bring up my 6 kids, im going back to work and im a little nervous
Brilliant video buddy 🎉
These are some really fantastic tips Chris! I agree there is some universally helpful tips. You stressed that as a service advisor we really only have that initial interaction to set a proper expectation with the customer on cost / time ect... But that's unfortunately not always going to happen to the most accurate estimations for various reasons. I would love your thoughts in another video of "salvaging" the relationship /expectation / experience once things start to go south. I love your flurry of YT shorts, I was pleasantly suprised to see a more traditional long form video. I am someone realitivly new to the business and have really enjoyed / learned a lot from your content. Great stuff man, thank you for sharing your thoughts on this topic. Only a very small handful of regular content on this subject. So there is absolutely a great opportunity for you to continue to work at filling the void as you have been doing..keep it up!
Just one tip for you. Turn down the background music a notch
Thank you so much for sharing your knowledge ❤️❤️❤️
Thanks for the insight!
Facts, it's true!
Aw man!!! Wish I found your page when I was a writer at Discount Tires. Loved it but it was challenging for me as I’ve never done anything of that nature.
I've been following you blogs. I start my first service advisor roll Monday week. Just left my job at Bunnings (home Depot) in Australia. Looking forward to it. Hope you have time for a chat would love it.
Tim
Was moved from lube tech to front desk out of owners desperation. He wants me to SELL SELL SELL!!! A list of high profit routine maint repairs and the elevator pitch I should use to secure those repairs. Long YT videos are Good stuff. Keep it coming.
Keep it up. Love your content
Thank you!
The date is 10/2/23..we are currently experiencing a UAW strike, therefore it’s extremely hard to get parts. I can set expectations as needed, however here’s my dilemma/concern. I’m a fairly new advisor and noticed I’m getting “fed” more warranty work as parts are temporarily hard to attain. Should I be concerned I’m being fed warranty to get ran out of the service lane or should I keep the mindset of once I gain all these warranty customers I’ll have cp customers on down the line? Thoughts?
What would your advise be, if you keep having comebacks and quality issues? Foreman isn’t holding techs accountable and I get left holding the bag with dealing with customer and have no resources to help with that.
@chriscraig been watching your shorts lately. I'm a tech at a GM dealership, what is your take or advice on asking a customer for wheel lock keys? As a tech I'm not fond of digging through someone's glove box/console, or elsewhere trying to find it. At times I have found large sums of cash, and a few firearms.
Tim, as a Service Advisor if I know that the wheel have to come off, I ask the customer to place it on the cup holder in front of me...while I'm looking at it.
That way, the tech knows where it's at....why!? Because I make a note on the line that requires the specific job.
That's 5 minutes the tech can use to make money...
As a toyota master tech I have chewed out so many service advisors over the years for sucking at their jobs and I think they really could have used this video
👍🏽
Good information but bro do away with the background music. annoying 🤦♂
"PromoSM" 🤭