Auto Repair Shop Pay Service Advisor vs Automotive Technician Pay
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- Опубликовано: 8 сен 2024
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At my shop i make a 2-3 minute video of all the repairs the vehicle needs that gets sent to the client. literally doing 90% of the work of the advisor
Service manager: "A good digital vehicle inspection and the work sells itself." well it's weird that the dude asking the customer "Do you want your car fixed?" gets all the credit....
And don't make a profit off all the parts we sell as well for the parts department techs get fucked all the time do more get paid the same
Nothing better than a seasoned service writer with many years of experience, they make my repair shop experience much more enjoyable without any aggravation or drama.
I agree. Good management and dispatch also go a long way.
I do both trust me a service writers job is easy as fuck
@@moavic5087then why not do it and make more? Def not easy
I’ve been a tech for 10 years, while in tech school I did valet at Disney world. So I completely understand people suck but from my experience people getting their car serviced is more manageable than loonies getting off the magic express for vacation with screaming kids.
I realize we need service writers but I have one service writer on my team that is a pain. He doesn’t sell the time, promises work to be completed during lunch, second guesses the diagnosis, and tells us the price guide is wrong and under pays us so it’s a revolving door of techs going to management to get paid correctly. He retains a job “cuz he can sell” but he has no long for techs. Service writers like that are my issue. Some that were techs understand and will go to bat for us
Stop giving him upsells unless its absolutely necessary
I wouldn't even start any of the jobs without the times being correct.
I’ve let plenty of cars sit outside when the correct pay isn’t approved… plenty of broken cars to be fixed, move on to one that was sold correctly! Lol
@@itsreaper1644 Can't go wrong with that advice, but you can take it a step further. If you really want to fix how things work in your shop, get together with the other techs and come up with some new policies that you all agree on. This way they can't give the same job to a different tech and cut you out of a job.
This is especially useful if you work for a dealership. In many cases, manufacturers labor times are unfair to the tech. Not in every case, but enough to be a concern. For example, if the manufacturer only pays 2 hours for a job that is legitimately worth 3, we make the dealership come up with an extra hour that they have to pay for if they want us to do the job. At first, they were furious that we would come up with such a thing, but they quickly found out that they make more money going this route. You as a tech may only get $30-$35 an hour, but the dealership is going to bill the manufacturer somewhere between $150 to $200 an hour labor, plus the profit on whatever they sell to do the work. Most of the time, they also make a lot of money on the rental they give to the customer while their vehicle is being fixed. Simply put, they have plenty of room to work. Dealers are making good money on these jobs. Prior to this, the dealer would redispatch the RO to a lube tech, or some other non flat rate tech. The job then takes a lot longer to do, and there's a lot more comebacks. It also hell on the your warranty administrator because entry level techs have no idea how to look up the correct labor ops for billing. Given all that, they make more money when they just pay us the extra labor.
This makes no sense because a service writer does not deserve to make what a technician makes. The service writer who upsells what the technician took the time to find, why should he or she make commission off of that? What kind of training do they to constantly go through just to talk to customers. Now your right about it being a skill to sell but not to the point that they should make more than a person that has to take the money they make just to buy more tools just to keep up with the new tech and engines. Service writers don’t have to invest their money into their job. Now to say people should worry about what they make and not what others make is ridiculous because that’s how you know if you are making a fair wage at that establishment
I'm so glad I'm retired and don't have to worry about this stuff anymore.
Enjoy the retirement, Keith. You earned it.
So why are you watching these vids?
@@93sundance To correct what the young whippersnappers get wrong.
The person who does the work gets paid the least. The best thing I ever did was start my own shop. I do just fine selling work to my customers. I talk to them like they are friends, give them an honest assessment, and do quality work. When I worked for dealers, it was rare that there was a service writer that was even remotely good at their job.
I've said this aloud before, and I stand by it. All technicians will send a ludicrous repair to advisors to be sold, and having a good front end is crucial.
I'm a technician turned advisor after a back injury. Great video. It's imperative no matter how difficult the customer is the advisor must close the deal. That's why I feel like I'm so successful.
They are both extremely important and the upper echelon ones work great with each other.
We had somebody on the internet rate one of our service writers as a first class douche nozzle.
The enjoyment and education I get out of automotive videos like yours and Ford Boss does make my retirement more fun. Ha floats my boat thanks!
I will continue to belittle the privileged service advisor.
Nah bro that job is trash and idk about you but where I’m from the techs make more money and don’t have to deal with shitty customers.
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I don't know where you work, but any place I've worked from dealer, independent to Collision myself as a certified mechanic but service writer/Manager has been anything but privilege. If you think it's that way why not a writer? As a manager for past 5 years the only privilege I've had is the privilege to deal with underperforming and entitled whiners like yourself that's probably mad that you make flat rate because your lazy. Don't generalize all writers because some of us do both jobs.
When I crossed over from shop to office, I was exposed to so many other aspects to the repair process.
I actually apologized to many of the writers and managers who I had worked with when I was a tech.
Good video, and a welcome perspective.
We as mechanics like to pick on any kind of desk job role, but there's a reason we're mechanics and not office workers. Most of us work on machines because we can't stand people, a person that's good with dealing with other people is invaluable to every business.
Good thought there
Service writers are skilled at ripping people off by selling customers repairs and services that are not needed.
Really great video! The big question I had after your great explanation is how much commission does the sales person make? My reason for asking is because as a customer I'd prefer to pay as much as possible to the mechanic working on my car and I'm happy to pay top dollar for a thoughtful and experienced tech but so no happy to the middleman.
Dealer advisor, it was 3% on gross profit and 3% for CSI as a bonus and one survey can cause all sorts of havoc and someone lose $1000s. Stuff that can be someone else’s fault, ie. Aw discussed in the video “techs” mis diaging
@@christiancern4275 - I'm surprised the commission is only 6%. I assumed 20% - 30% commission.
As a advisor for a import dealer my pay plan is 100% commission. I received 4% of the parts and labor sold. I get a 1% bonus if my avg customer pay invoice is above 220.00 and another 1% if my customer survey scores are higher than my district scores so a max of 6%. I average around just north of 100k a month in sales
The #1 job of a Service Advisor is make the appointment. Nothing happens till car gets over the curb
Service Advisor is more important than a Technician. You can have a mediocre tech and an Advisor can make that tech appear better. You can have the best tech in the world but if the advisor is ok that customer could care less about tech’s ability
I’m blessed I have a 20 year tech I made an advisor about 5 months ago. He’s absolutely killing it. The best advisors are techs that don’t know they’d be good at it and love it!
Thinking about making the same switch myself. What is the hardest part for onboarding from a tech role to service writer?
@@BruceLeeCredit learning how to speak to customers. Technicians…I’m generalizing speak in terms of time. For example a tech will come in and say I need an additional .5 to do this job. I’ve learned it best to speak to customers with dollars instead of time. Customers pay shops with dollars. Customers can wrap their heads around dollars. Telling a customer we need an additional.5 to do this job just confuses them & has no value. Most techs don’t realize customers don’t understand WE can’t find ALL the coolant leaks within one diagnostic, as an example.
I started as a tech after 11 years I started my business from my backyard garage. Now I have a 3 bay shop 2 techs 1 advisor and I also have my dealers license and sell used cars. I’m speaking from experience what I learned how to be an advisor. And how to speak to and with customers.
Also the advisors job is to make sure the consumer is mad at their vehicle not the business. Service Advisor position is more about educating not SELLING. The better we do at educating instead of selling. We actually Sell More!
@@qualityautorepairtireautosales that's what I always thought being a tech. I feel where some service writers if not many of them fail is in the gathering of facts to support the actual customer complaint. Also other important facts such as (which mechanic did you just have work on your vehicle and what were they trying to fix but could not before you brought your vehicle to us?).. Can't tell you how many times service writer asks the customer what is their concern, and never probes any further than what the customer initially tells them. Usually wasting our time chasing down something totally different than the customer's actual concern. I feel I would be strong in that area atleast starting off, and would definitely have to work on my customer service skills coming from the tech side of things.
I feel lucky to have a really high quality service writer who is really upfront and sincere with customers but very friendly. Only on the most stingy and cost focused customers I see him sometimes struggle but honestly there are some people that you can enlighten and tell them how much their car is falling apart and they just won't care and only want an oil change. But I mean he keeps us busy with paid jobs so I won't complain one bit. I'm just a C level tech and I'm busy with oil changes and brakes all day while the other guys are doing AC stuff, or engine stuff or all that other fun stuff. It's really rare to see anybody without a job
I’ve been a tech for 20 years and there is a reason for it. I can and do every bit of the service advisors job except…. Dealing with customers. I have no patience with people. That’s why I work on cars. 😂😂 the service writer gets all the dirty work. Calling a customer when something breaks. Calling them when the car isn’t done, when the wrong parts came in or when they find something else wrong. And then there are some people you just can’t make happy. I worked at a shop and they got a bad review because the customer computer didn’t have sodoku on it and they didn’t like the coffee.
I do talk to customers but as a technician I can walk away. The service writer can’t.
Everyone can do what they want but the owner has a different idea. Let's be honest. Everyone caught between customer and owner is to be pityed. Best to work as a mechanic where there is no customer or on site owner. Try the biggest used car dealer in America. Air conditioned shop. Hourly pay. No tools to buy. 80k plus a year.
i wouldn’t want to deal with the customers thats my worst nightmare 😢
I did service got salary & 25% of the p&l. Great money
Service Advisor: "I have a customer who is really upset!"
Service Manager: "Do you know where you work?"
A good service advisor makes all the difference in the world
My personal experience with dealers and service writers are that a tech lies to the advisor and then the advisor unknowingly lies to the customer. If the customer is not a fool to be taken advantage of then he or she may catch it. If not the customer gets screwed bht hopefully the original repair gets made.
as a tech at ford it was the opposite we would tell our service manager what was wrong with the car he would lie to the customer to get out of as much warranty work as possible.
Yeah that's not at all how it is. Sounds like you had a bad experience and now you are going around calling techs like me liars. You do realize that cars nowadays are very complex and even the best of us can't be right 100% of the time right? Just because you were told something and it ended up being something else doesn't mean that the tech lied to you. Most techs are good guys who legitimately want to do the best job they can for the customer. The liars are upfront.
@@mikeday8826 im with you
Yes, make it seem like it’s always the techs fault. I’ve had several advisors that would bend the truth or outright lie to the customer. Never lied to an advisor
Back in 90s I work at Ford. Emissions warranty was 5year 50,000 miles and covering just about everything that would cause a drivability issue. Many times a customer wouldn't know an item was covered, we had a service advisor that would tell them "I got that taken care of for you" to play the hero. On flip side they often goodwill repair to out of warranty or obviously abused vechicles, screwing the tech out customer pay vs warranty pay.
Going from a tech for 20 years to service writing is interesting. Trying to get techs to communicate and or write down clearly the core problem so that I can communicate it to rhe customer is not easy. A lot of techs are terrible communicaters. They need to get better and then the pay difference might turn around.
I’ve never met an advisor that has made anything near a technician wage and I’m an auto shop owner. Advisors make $50,000-$80,000. Mechanics $80,000 - $160,000
Both are important but with the rise of video inspections by technicians what are advisors really doing that a secretary or parts person can’t do?
How important are the service writers when none of the mechanics show up?
The video inspection has now made my job as an advisor more complex. After the tech makes the video they send it to me with the recommendations if any. I then review the video, build the price quote, then email or text a link to the customer, then I hope the customer sees the message, watches it, reviews the recommendations and gets back to me quickly. All the while I'm still doing all same things I did before we had video inspections. Customers say they like it but statistically it doesn't raise revenue enough to justify the expense of the software and fees to have the setup. These services are very pricey
NO OFFENCE SIR, I LOVE YOUR CHANNEL, I HAVE NOT MET ONE SERVICE ADVISOR THAT SHOULD MAKE MORE THAN A TECHNICIAN IN 30 YEARS OF DOING THIS JOB, MY 10 YEAR OLD NEPHEW CAN SELL SPARK PLUGS AND WIRES BECAUSE THE TECHNICIAN SAID YOU NEEDED IT, GIVE ME A SERVICE ADVISOR THAT CAN EXPLAIN TO A CUSTOMER WHAT FUEL TRIMS ARE, WITHOUT HAVING TO COME ASK ME WHY 10 TIMES, I'VE DIAGNOSED VEHICLES OVER THE PHONE AND ON FACEBOOK MESSENGER WITH A FEW SCAN DATA PICS, GIVE ME THAT ADVISOR, THEN I WILL AGREE WITH THEIR PAY BEING HIGHER THAN MINE......
a good, Skilled, trained SA with Excellent customer service is a VERY hard person to find. 99.9% of techs have NO idea what a service writer has to deal with, from someone calling to get price quotes, asking questions, calling with a broken car in a panic, etc all while trying to calm them down and get them in the door. A very skilled SA is no difference than a very skilled A tech. Anyone SA or Tech who says the opposite about each other clearly doesn't understand what the other person has to deal with and training they have to get and continue to get.
None of it destroys your body. I'm 48 and feel like 60 with a screwed up back. I have a permanent limp and my hands ache all day, I been a tech for 12 years. A service writer is nowhere near the leage of labor the tech does. Now with video MPI's 90% of a service writers job is done by,vguess who? THE TECH THAT WADDLES LIKE A PENGIUN UP AND DOWN A SHOP.
THE SAME TECH THAT MAKES 5 FIGURES WHILE THE SERVICE WRITER MAKES 6 FIGURES.
I don't understand techs not getting along with service advisors. I work next to one who says "they (advisors) think we can't live without them but really they can't live without us. We don't really need them." Bro, I need them! I really don't want to work with the general public everyday.
I don't either, but I would if I got paid for doing both jobs.
I dont get them either they are very wierd people from nissan to volvo...they like to drink alcohol
The Dealership I worked for 17 years our checks came in envelope with-From Our Customers-
That sounds like a propaganda movie we're forced to watch at a dealership.
Anyone can learn how to sell something. Literally all you do is smile at someone and take 30 minutes to read about the product. Absolutely ridiculous that service writers get paid astronomically more than 99% of technicians. No one wants to be a technician or anything that resembles actual work anymore for this simple fact the people sitting in the AC that have mastered the art of Bullshitting customers all day are making 4x as much as them. No one who does no real work all day and yes I said real work needs to be making more than minimum wage.
40+ years master tech, how much knowledge and tools do the service writers have? How much will they sell when none of the techs show up?
MY SERVICE WRITER IS THE BEST( WE ARE A SHOW AND TELL SHOP)THE $$$$ JUST COMES BEING HONEST
Shop meeting today was all the express techs and advisors getting told to treat each other with respect today, small world.
You can’t have a great SA and mediocre Tech. You also can’t have a mediocre SA and a great Tech. You need both to be successful however IMO a SA advisor should never be compensated more than a Tech for three reasons: 1) They don’t work in harsh/hazardous conditions 2) They don’t have to buy their own tools to do their job and 3) They aren’t subjected to physical damage. The nurse shouldn’t make more than the Dr and in the auto industry the Tech is the Dr.
Worked as a GM dealer journeyman for 15 years and never had a service write that was qualified for the job, most knew less then the vehicle owners. I hope all those years they weren't earning more then me.
Service writers pay based on what they upsell?
Sounds like a system ripe for selling unneeded repairs.
They might get incentives, but most are paid on a pay grid based off total sales, usually 4-10% of total sales with some metrics determining what percentage like ELR (effective labor rate) and cycle time (days unit was on lot)
You would think but I've been doing this awhile and I've seen many advisors try that and it never lasts. It always burns them. I told a customer the other day that my integrity has a price tag and it is way more than anything I could sell him. I only sell what you need or ask for. sometimes I won't even sell you what you ask for if you shouldn't do it
This was good video on a very important topic. Bad writers equal bad hours for Techs, no way around it. One minor edit however, dispariTe =difference, diparaGe= regard as being of little worth. Some techs will disparage a service writer simply because of a pay disparity.😉
My only issue with this is the advisors on their phone, CONSTANTLY. Having MPIs sent, and then walking to their desk to make sure they saw it? On their phone. Passing a RO and then asking about an upsell you attempted for same or different advisor? On their phone. The same people complaining about not "having time" to use the restroom or take a lunch? On their phone. This is more a generation issue, but, the gripe is there, like, miscommunication. We had a B tech move to advisor, and man, I want to join him. I see him as advisor for my ticket? Oh, I'm happy to work, he knows both sides now, and he kicks ass. I think cross training, just briefly, would benefit the starting levels so much. The more experienced advisors are such a pleasant experience.
Don't forget the pen pocket protector for multiple pens, sorry couldn't help myself, I'm still turning wrenches, currently I'm in class getting updated for diagnostic testing.
Great video when are you going
to pay recognition to the great job
Porters and detailers do for the automotive
repair industry?
Sales has the number one earning potential in the world. You only have so many hours to fix something. A salesmen can make someone's yearly salary in one day of selling. Techs need to understand this.
If none of the techs show up, how much will the service writer make?
Have you ever seen a shop run with just techs? I have and I can tell you service advisors are worthless and unnecessary. Techs will close more sales from my experience.
👍🍻 100% they're generally just more administrative overhead like management
First, ps always bugs me why unskilled gets paid more than a tech
Without good service advisors what would your paycheck really be?....We all have our own outlook on things but people that are the negative against someone else's situation are normally unhappy with their own so instead of taking it out towards some who's an "employee " like yourself direct towards the person that can help change it....I don't know to many people that if they were told we're gonna pay you x amount that would counter with that they dont think they're worth that amount and counter with a lower wage
If you want a shop to he successful you'll have more luck hiring service writers that were previous master techs. Very rare but very good for business.
I think many if the comments have convinced me to leave the business. Pretty discouraged at how little fellow colleagues respect what i do.
Service advisor are middle men or women. They lie to customers. They are not better than Technicians. Technicians are honest to customers and value customers. Service advisor are sell persons. They will never be better than a Technician. Service advisor doesn't need to know many things about cars from 20yrs I have been in the business. I was a Service writer for 3 months, but I knew to much, so the company put me back into a technician. It all about sells. When there is a comeback it comes out of the Technicians pay not the service writer.
I have a question for you frm. What do you think of a service writer that tries to charge you 300 dollars for cutting 2 front rotors?
Never thought I'd hear you tell a back up story for a service writer. Good rant displays that a shop has many more parts and they all need to operate in harmony. Except for the service writer who switches out your recommend parts for garbage to get a sale.
That happens at a tire shop or maybe a mom and pop shop . I don't have to worry about parts being swapped out to get the sale at the dealer. We use OE parts.
I work at a dealer, parts are being swapped daily on a regular basis just to finish the sale. In every dealer I worked in they do this crap.
I told the hiring manager for Mercedes-Benz that I could sell a Bible to a deacon😂.
Service writers are infallible- as long as they make their numbers, bosses look the other way. You can’t prove to me otherwise, they hen pick who gets their work. Period.
When i make a valid recommendation, properly sold the work, I expect to be the one working on the car.
Hell with the hate comments Mike, you speak on truth real amd im some cases age old issues. You're one of the realist RUclipsrs out there and hope you keep it goin. Love and appreciate what you do man keep it goin.
Sounds like someone is gonna become a secretary. 😂 Anyone can be a writer. Some are decent, all are overpaid.
I was a service advisor and damn the public sucks. Gotta explain everthing and everyone is in a hurry and the price is always too much. Blah blah blah
The problem is that you were dealing with the general public instead of the public that knew you and trusted you. Perhaps time to work in small town.
Yes I agree
It's hard to compare the salaries of technicians and service advisors because the salary range for each job is so wide that the average and median salaries are almost meaningless. According to the Bureau of Labor Statistics, in 2019 the average pay for automotive service technicians and mechanics was $44,890 ($21.58/hr), but the 10th percentile was making $24,400 ($11.73/hr) and the 90th percentile was making $68,880 ($33.11/hr). Every A tech I know is in the 90th percentile or way above that mark, if you invest your time and money into your career and education, you don't have to be jealous of the guy working next to you.
Yeah, most A techs I know are making well over 100k. Some over 150k.
Anyone who’s ever worked with a truly good service writer won’t argue that they are worth every penny they get paid!
I think the main problem is the mediocre to bad service writers make the same as a B or even A+ tech, while lowering productivity and giving away labor.
Yes, because they are selling you hours. I don't deny that service writers should make good money, but techs need to make more than them, Techs do physical labor, how is the one killing his body fixing cars making less money than the one sitting down all day? I never understood this and never will. Just like an architect makes 6 figures, but the construction worker is coming home with 5 figures? It just does not make sense...SIMPLE
@@joseegonzalez1048 I think the best plan is to try to not be on your tools by the time you’re 40.
@@joseegonzalez1048you act like everyone else should be punished for choosing to not do physical labor. Why are construction workers paid so little? My techs know a shit ton more than me and everyone of them make more then me (in terms of salary) but with my commission I make more than just about all of them besides maybe one. The advisor works for the whole shop and sells a lot of labor, not just yours but the shops and a good one will sell 150-300k a month. You don’t think someone writing up to 3.6m annually deserves at the very least 80k (average experienced tech salary) a year? Idk about your shops but my techs respect me. That might change if they knew how much I made but that’s not their business.
Then I as the master tech and Forman I shouldn’t have to talk to customers as services writers have customers that won’t listen to them and I don’t get a share of their commission
As a foreman you are responsible for the techs, so if it was a tech complaint or comeback then I see you talking to them but I would agree with you most of the time the foreman should be left out of it, that’s the managers job.
No hate, i agree.
I don't mind someone trying to sell something to me. I can't stand a flat out liar.
Salesmen sell lies not service
FYI. This wasn't directed twoards you it was just a general comment
Commenting you can get it done before then if u I don't know how you guys are having fun with each w w the kids and the other is full 🌝🌕🌝the other one is a bit of the best ones in my life I have to do I clear the algorithm for you and the kids don't have anything for me either way to go
With the years of a tech skills that you have , does this mean that Mike may even consider the roll of a service writer in a top notch establishment. ????? The kinda of place without the usual " gunna sell the car in 3 months " clientelle. Surely your skills and thirst for learning can be adjusted to overcome the impeding "Grrrrr " feelings with a little training in that interactions regard. You would kill it and be so valued wherever you went. Heck, it might even end the tech vs service writer head butting in the industry.
Nah I don’t agree completely. Yes it’s hard dealing with ppl but is it harder than having to buy your own tools with your own money that are expensive. Anyone can communicate with a customer and let them know what’s wrong and simplify it if need be. Plus the knowledge you have to learn and the mess ups and then the writers giving attitude getting on your ass as if they’re your boss and they could do the work easier than a tech can meanwhile they’re just sitting on their ass and the multiple techs they have working for them giving recommendations so the they could try to convince the customer to do the work and the tech is maybe only working on one car at a time. All the crap techs have to go through and it feels like the techs are at the bottom of the totem pole and with pay at that. The techs should if anything get paid equal to or very very close to a service writer
I live and work in rural south carolina, the advisors only make between 500-800 a week and a A or fsst competent B tech make 28-50 dollars an hour. Most are making 1000-2500 a week. i personally make over double our highest paid advisor at our dealer. They might earn another 3 or 400 commision checks
Of course you do lol
@@Mustangg16lol
Something I want to ask you that you've never hit on. Is a mechanic being on salary
Too many service writers are only trying to get more money out of the customer. Then they over charge. $150 for a cabin air filter? More than msrp for parts.
I really still believe techs should get paid more than advisors. The crap we deal with is unbelievable because there times when we do big repairs jobs that are “Goodwin” 🤦♂️ advisors just tell lies and make things for techs much more difficult/ time crunch.
Is that your castle 🏰 in the background?
It's "disparity" not "disparigy"
Exactly where my mind goes in auto-shop talk (07043.english).
😂 dis (not) par (equal) ity (noun ending).
Absolutely worry about you, cuz no one else is going to.
Sounds like a load of bull shit.
Service writer's ✍️... even if they're good, they still suck. Customers should be able to talk with mechanics directly if they want to.
I am a technician because I do not want to deal with the public.
You make it sound like the tech has got it made not a care in the world !
I still say f service writers