Have Your Service Advisors Gone Rogue?

Scripted’s talented community of freelance writers have a variety of expertise and specialties. While many of our customers hire writers to execute their content marketing strategy, our writers deliver high-quality content in many formats. You can find content writers, blog writers, ghostwriters, and SEO writers all with experience in your niche.

The following is a an example of a Other blog post:

I know I did. Think about all the positions in your dealership. Accounts receivable and payable, controller, sales professionals and managers, mechanics and body repair technicians. All of the positions listed here have received some degree of professional training or apprenticeship. And your service advisors? Have they received any training? Sure, they’ve been shown the ropes during their on-the-job probation period, but have you sent them for any formal training? Likely not. Comprehensive service advisor training material is difficult to find, nearly non-existent. CRM software for dealers provides how-to videos and step-by-step guides on how to perform tasks, but is sadly underused and isn’t dealer specific. It’s the main reason you need to discipline your advisors. Guess whose fault it is when your advisors aren’t following procedure step-by-step? And what is that procedure anyway? When your advisor’s CSI score falls below threshold, is it because your advisor is doing a poor job or because they’re not provided a tangible set of instructions to follow for their position? Is your advisor being held to a standard of excellence? How do you define that standard? What are their guidelines? I was a hot-shot advisor, or so I thought. I was earning a pretty slick income at a top dealership and had achieved the highest 3-month advisor CSI score in the dealership’s recent history. I was ‘making it’ in a cut-throat service department environment. I was the go-to guy for technology questions, technical concerns, and creative writing projects. And then I went rogue. I went through a period of about six months where I didn’t care about customer service at all. I cared about achieving sales, yes, but didn’t care if the customer was satisfied or if my job had been done correctly. My CSI score slid to an all-time dealership low within five months, and I was disciplined. Here’s why: • I wasn’t being held to the same standard as other advisors. As long as advisors produced, they could get away with bloody murder without repercussions. The verbal rules were more lax if you produced at a high level. • Procedure was lackadaisical. My management team was less concerned about organization and ensuring all advisors did a thorough, meticulous job of customer service than they were about meeting their targets. • I didn’t have a step-by-step manual to hold me accountable. There isn’t a physical or digital copy of material useful for training service advisors in place. In fact, I’ve never seen one anywhere I’ve worked. Advisors, like professionals in all fields, need proper guidelines and procedures for taking care of the customers that come through the doors. Every person should have the same positive experience at your dealership no matter which advisor they see or what day they visit. That consistency comes from setting a structure that is followed. There was a massive sign on the drive-thru wall that said “Every Vehicle Every Time”. It’s a great slogan…if you enforce it. Invest in your service advisors. Invest for your customer’s satisfaction. Invest in a service advisor procedure manual. Give your advisors the structure they need to be consistent. It can be used to train new hires, right a listing ship, and provide a go-to guide for seldom-used but necessary functions. A service advisor manual can be tailored to your specific dealership. It can contain: • New hire training • Job description • CRM functions • Walk-around procedure • Selling guidelines • Dispute resolution training • Warranty procedure • Disciplinary guidelines It’s totally customizable to your specific dealership environment. Take it from someone who has been in the position. It’s crucial to ensure that all your service advisors are on the same page. Create a benchmark to strive for and provide the tools to achieve it. Don’t wait for the next advisor to go rogue. Invest in a service advisor manual. Your customers will thank you.

Jason U.

Jason U.

Saint Andrews, Manitoba, Canada

As a veteran of the automotive industry, Jason has over 15 years of experience working in car dealerships. Though primarily he has worked in the service department as a service advisor, he has sales experience, managerial experience, and has spent time working in the parts dep...

Jobs Completed 63 Customer Ratings 31 Job Success 63/63 (100%)

Similar content marketing examples from other writers

Dispelling Myths About Life Insurance

Dispelling Myths About Life InsuranceLife insurance, like most insurances, is confusing and often... Read More

Jobs with the Fastest Growth

In spite of the high U.S. employment rate, there are job opportunities that are growing faster th... Read More

The 10 Best Mutual Funds of 2017

Excerpt from an article about mutual funds that includes some SEO elements:In a complicated inve... Read More

Retirement Advice for Seniors

According to many financial planning experts, to make your investments last for the rest of your ... Read More

Content Marketing Strategies for Real Estate Agents

The process of content marketing entails selecting and delivering useful information to customers... Read More

Why and When to Trade Up Your Car

It can be hard to decide whether to keep your older car and pay for repairs that are ongoing or t... Read More