“You can start right where you stand and apply the habit of going the extra mile by rendering more service and better service than you are now being paid for.”
Napoleon Hill
You, the service advisor are the “face” of your company. How you interact with the customer is the number one reason a customer comes back for more…or doesn’t. You are actually in a very powerful position so be careful how you use it because when things are great you are great but when things aren’t so great…
There are some things that are beyond your control:
- The technician doesn’t repair the car right the first time, leaving you to soothe and apologize to the angry customer
- The big factory down the street closes its doors so their ex-employees don’t need your services as often
Overall though, you are the person that the customers trust and feel comfortable with. In any job there is always room to grow and achieve more. This is what makes a “job” a “career.” Here are just a few suggestions to go that extra mile. You may already do these and if you do then you are a rare jewel among the mediocre.
Smile at the customer when greeting them in person. Make eye contact too!
When possible go and greet the customer when they drive in. Open the car door for them.
Keep this in mind…the counter is a place for the customer to sign paperwork…it should not become a barrier that you can’t cross.
Always offer a beverage.
If they want to wait for service, make sure they are comfortable or if they need a ride to work, etc., please offer to arrange it.
If they don’t wait for service and you call them with an estimate, do so with a caring warm voice and smile! People really can tell if you are smiling over the phone!
Explain services/repairs needed and the cost of each. More often than not, since they trust you they won’t want details, just the cost and will say “just fix it.” If they really can’t afford an unexpectedly large repair bill they will tell you and then you can work with them on what is needed right now and what can be pushed back a couple of weeks. Schedule the appointment for the follow up visit then and there to again show that you care.
When the vehicle is ready to go review the repair order with the customer, asking if they have any questions. After you have answered any questions to their satisfaction, tell them you look forward to seeing them again in three months (unless they are doing repair work little by little) and to call meanwhile if they have questions or something unexpected occurs.
Complete the paperwork and walk the customer to their car making sure that all paper or plastic seat and floor protection and hanger tag has been removed.
Hand them the keys and with a genuine smile, shake their hand and thank them for their business.
Sounds pretty simple, I know. Still, many service advisors don’t even look up at the customers, they certainly never smile and their “have a good day” sounds about as warm as “don’t let the door hit you on your way out!”
“Become your customer for a day to better understand what they want.”
~Aaron Kwittken
If you have questions/concerns please feel free to call me.
Keep smiling!
Rhonda
800-473-0202
