Issue Date: Service Advisor Mar 15, 2012, Posted On: 3/31/2012
Here’s a five-step process for writing more hours per repair order What's the difference between service writers and service advisors? Service writers do merely what is expected of them to maintain their livelihood. They are order takers.
Service advisors consider their job to be a career and are willing to go far beyond expectations to achieve the goals of that career.
Here are five steps to help you become a true service professional:
Develop the ability to listen to what your customer is saying. You must pay full attention when a customer is describing his or her needs, concerns and problems.
Make sure you understand what customers are saying. It's not enough to assume that you know what the customer's concerns are. You need to ask questions to verify the information you have gained.
Using your knowledge and expertise, search for different ways to solve customers' problems and resolve their concerns.
Make customers comfortable with your recommendations. Unless customers are comfortable with you as a service advisor or problem solver, they won't feel comfortable with the solutions you recommend.
Accept the fact that service writers sell for today, while service advisors are professionals build long-term relations with customers that lead to repeat sales.
