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Service Advisor July 1, 2012
| - From the customer’s viewpoint
Service sells – service to the customer
Service is what keeps your customers coming back, and it's certainly what separates the professionals from the wannabes.
It's nearly five times more expensive to generate new customers than to keep existing ones. Good customer service after the write-up is the key to keeping your customers year after year. The way to recognize a true service professional is to look at what he or she does after the ticket is closed.
| - To diagnose or not – problems both ways
One of the hardest lines for service advisors to walk is the temptation to diagnose vehicles in the service drive. You've seen a lot of vehicles and often you know enough to make the right call. But he problem with too much diagnosis is that it results in a predetermined repair. On the flip side is not enough diagnosis, which can lead to unproductive technician time, misdiagnosis of the problem and "no problem found" situations. So where is the happy medium?
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