It's Doing The Same Thing ---- the service writer to the tech. this story doesn't need any explanation
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By Joe Marconi in Joe's BlogA recent study, done by Harvard Business School, concluded that the real problem with attracting and retaining employees has more to do with the workplace environment, not pay or benefits. While the study did find that an adequate pay plan and offering an attractive benefits package did help with recruiting and retention, it’s not enough to satisfy the needs of employees, especially those of front-line workers.
The study also stated that in 2021, many companies were convinced that giving raises, sign-on bonuses, and other perks would solve the worker shortage problem and prevent people from quitting. However, this strategy did not work. So, what does work regarding attracting quality people and keeping them employed?
Essentially, it all comes down to the culture of your company. Management: do all it can to consider the individual needs of your employees. Your employees want to feel that they have a voice, that their opinion counts, and that their role in your company is both respected and recognized. Yes, pay and a great benefits package will go a long way toward making your employees feel secure, but that’s only financial security. People want more than money.
To attract and keep top talent requires creating a company that people feel proud to work for. You need to reach the hearts and minds of your employees. Become a leader that people are enthusiastic about working for. You want your employees bragging to their friends and family that your shop is a great place to work!
Step one to attracting and retaining quality employees: Create an amazing workplace environment for your employees! Trust me, happy employees make happy shop owners too!
Hey all --
My team is getting ready to release a tool that reaches out to your customers automatically to ask for a review. Positive feedback returns a prompt to review on Google and Yelp. Negative feedback is caught and an autoresponder asks them to contact you to discuss. It's a great way to boost your online reputation without much effort. It works standalone and can also integrate with your shop management software. When you close a ticket it can automatically trigger the outreach cycle.
As an ASO member you can use it for free for 3 months. No credit card required.
Check it out. Feature requests and feedback always welcome -- RepCaster.com
Use invite code ASO2023
"The service advisor is the face of the brand and the first point of contact for customers." Join our round table discussion as our panel shares their experiences and strategies of successful service advisors, highlighting the importance of communication skills, creating a positive customer experience, and building customer trust and rapport. It's also essential to be an educator rather than a salesman and help customers understand how to maintain their vehicles to avoid breakdowns. The discussion also emphasizes the need for investment in service advisor training and development. Courtney Archer, Service Advisor, Global Car Care, Wenatchee, Washington.
Mike Elceser, Service Advisor, D&K Automotive Repair.
Rena Rennebohm, CEO Empowered Advisor. Listen to Rena’s previous episodes HERE.
Watch Video Episode HERE (00:03:11) The importance of tonality and creating a positive first impression when answering the phone to potential customers. (00:05:31) Mike and Courtney discuss their different backgrounds and how they became service advisors. (00:07:31) The important traits of a service advisor include listening, customer service, and technical knowledge. (00:08:48) Mike and Rena discuss the importance of listening to customer concerns and solving their problems, rather than just focusing on the car repair. (00:12:14) Courtney and Rena discuss the benefits of listening to calls with a coach, who can provide positive feedback and help advisors improve rather than just pointing out mistakes. (00:17:40) The importance of phone communication in building trust and making sales, and how it is still the primary source of communication in most shops. (00:19:15) Mike and Rena discuss the process they created for determining if a car needs more than just an oil change before the customer arrives, in order to set reasonable expectations and provide better service. (00:20:41) Mike explains how asking simple questions like license plate and mileage can improve customer service by allowing them to schedule the car for necessary maintenance and speed up the process at the counter. (00:21:49) Building relationships with customers and selling maintenance services to prolong the life of their vehicles. (00:23:37) Being an educator rather than a salesperson as a service advisor. (00:26:22) The use of inspections as a sales tool and the importance of guiding customers through the findings rather than just sending a text with pricing. (00:28:51) Serving customers rather than just selling to them, and how to educate customers about their vehicle needs. (00:31:50) Building trust with customers through empathy, rapport building, and being an educator rather than just a salesperson. (00:33:22) Being honest with customers and admitting when you don't know something, and how this can actually build trust and confidence with customers. (00:35:50) Service advisors need to be the person that customers trust and can ask for advice. They need to be a confidant and a friend to walk them through car repair. (00:39:41) Investing in training creates a coaching and training environment that helps service advisors improve. It also creates an open-minded environment where everyone can share information and improve together. (00:45:17) The importance of investing in service advisors through training, networking, and masterminding to improve the industry. Thanks to our Partners Shop-Ware and Delphi Technologies
Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
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