DEALER PRINCIPALS & SERVICE MANAGERS
ARE YOU STRUGGLING TO FIND AND RETAIN GREAT SERVICE ADVISORS?
Book Training for your Service Advisors Now for 3rd Q 2019
THE THREE REASONS WHY SERVICE ADVISORS LEAVE
After doing hundreds if not thousands of exit interviews with Service Advisors, Jeff Cowan was able to identify three main reasons why they leave.
Lack of training, especially on how to manage customers effectively
Lack of One to One time with my Manager to discuss challenges
They were not paid what they were promised
Getting your vehicle serviced is not on the top of things to do for the average car owner. So right from the start, our staff are dealing with customers who don’t want to be there, don’t understand why they need to be there and don’t understand what has happened when they leave. It’s a receipe for a bad CSI score right from the start.
However, we know that to guarantee a great customer experience we need happy employees who are focused on their work. Staff enjoyment in their work is directly related to knowing what they are doing, why they are doing it and being able to communicate the benefits effectively to the customers. With a little investment of time and money the above three issues are very manageable.
So do you want to learn more about solving the problem of unhappy staff and poor CSI?