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Service Advisor Overload [THA 305]


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How many different hats and roles do service advisors have? Are they your social media manager, fleet manager, shuttle driver, facility manager, vendor manager,  receptionist and more? The efficiency of your service advisor is critical for the overall health of your business. Watch Episode HERE Dave Schedin, CompuTrek Automotive Management Systems. Dave’s previous episodes HERE Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Listen to Clint’s previous episodes HERE Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE Show Notes: Service Advisor Expectations

  1. Receptionist / Scheduler
  2. Customer Service Representative
  3. Customer Relations Manager, CRM
  4. Fleet Manager
  5.  Sales Representative
  6. Dispute Resolution Manager
  7. Vendor Manager
  8. Warranty Manager
  9. Front-line Marketing Representative
  10. Workflow Dispatcher
  11. Shop Manager / Team Leader
  12. Parts Representative and Manager
  13. Technology Software Representative
  14. Gatekeeper for the Shop Owner
  15. Shuttle / Rental / Loaner Fleet Manager
  16. Accounts Receivable Manager
  17. Facility Manager
  18. Work 9-10 hours working through lunch
  19. Make only $60,000 to $80,000 a year

 

  • Most shops miss at least $300,000 to $500,000 in GP dollars that come in their front door and walk right back out partly because the advisor doesn’t have the time to create or tap into those GP dollars.
  • Adding personnel creates a better stress-free environment to capture NEW GP dollars. Each advisor has an admin assistant. Hire a second or third advisor and divide up the roles over three advisors. Hire a customer relations/receptionist manager. Hire a parts expeditor. Hire a service expeditor. Hire a Call Center. Hire a Shop foreman that dispatches all work and handles technology. Hire an Advisor Efficiency Coach
  • Define the role and character traits


Connect with the Podcast Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com Delphi-Call-to-action.png       Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com ARN-Website-Banner-July-2022-1200x400-1. Screenshot_340-1.png

 

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  • Have you checked out Joe's Latest Blog?

         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
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    • By carmcapriotto
      Social Media? [RR 938]" width="200" data-embed-src="https://www.youtube-nocookie.com/embed/iOC_2mnZFks?feature=oembed"> Thanks to our Partner, NAPA Auto Care Recorded Live at Vision Hi-Tech Training & Expo, Carm Capriotto, alongside shop owner Kim Auernheimer and industry professional Tracy Capriotto, dive into a myriad of topics relevant to the industry. They reflect on the evolution of the industry and the significance of the Women in Auto Care conference. Kim discusses her journey managing multiple shop locations and the nuances of catering to different communities, while Tracy offers insights on the benefits of personality tests like DISC for workplace harmony. The trio also examines the double-edged sword of social media's role in both personal and professional realms, advocating for a more intentional and productive use of the platforms. This episode is a trove of wisdom, emphasizing continuous personal growth and adaptation in a digitally-driven world. Kim Auernheimer, CS Automotive, 2 locations, TN. Listen to Kim’s Episodes HERE. Show Notes
      Watch Full Video Episode The Women in Auto Care conference (00:00:42) Discussion about the annual Women in Auto Care conference, the value of self-growth, and the camaraderie of women in the industry. Shop ownership and expansion (00:01:57) Conversation about shop ownership, the acquisition of a struggling shop, and the differences between two shop locations. Understanding personality tests (00:06:08) Discussion about the DISC personality test, its significance, and how it helps in understanding oneself and others. Impact of social media (00:12:21) Reflection on the impact of social media on personal and professional lives, the excessive consumption of social media, and the need to create more and consume less. Social Media and Work-Life Balance (00:16:22) Discussion about the impact of social media on personal and professional lives, work-life balance, and the pursuit of validation through likes and comments. Authenticity on Social Media (00:17:52) Exploration of the trap of seeking affirmation through social media, the pressure to present a perfect life, and the importance of authenticity in online interactions. Influence of Social Media (00:20:02) Reflections on the addictive nature of social media, the impact of following strangers, and the trend of using filters and photo manipulation to create an idealized image. Challenges and Social Media (00:23:10) Insights on dealing with challenges and pain points, embracing change, and the need for internal motivation in the face of social media pressures. Social Media and Connection (00:27:02) Discussion on the loss of genuine human connection due to social media, the importance of vulnerability and genuine interaction, and the superficiality of online communication. Social Media Addiction (00:29:10) Exploration of the potential addiction to social media, the tendency to live vicariously through others, and the impact of social media on isolation and escapism.
      Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections    
      Click to go to the Podcast on Remarkable Results Radio


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