The popular term “return on investment” (ROI) frequently crops up when management focuses on what directly affects an automotive dealership’s overhead and revenue. Properly implemented Service Advisor Training significantly influences your ROI. It provides him with critical to transform his existing team into a new team of high performers, thus building staff competencies and ramps up revenue.
Tight, efficient, high-performance teams typically generate 30 percent more revenue than the average, in-house trained team. Can you imagine what your Service Advisor could do with a third more employees who know how to jump in and tackle any given situation, such as how to perform the “walk-around” with customers? Proper walk-around training optimizes vehicle downtime and encourages a “call to action” for customers to address potential problems and repair minor damage, thereby increasing per customer revenue. Once taught, it should only take 3 to 5 minutes to perform, but yields untold amounts of profit.
The Walk-Around: What to Look For
Service Advisor Training teaches how to conduct the walk-around in a systematic, precise order. Not varying from a specific routine actually speeds up the process. Aside from obvious issues like visual damage, every small detail is an upsell opportunity, so check:
- Tire wear
- Damaged or leaking struts
- Lost wheel weights or damaged coverings
- Brake dust
- Carbon or exhaust build-up
- Wiper blades, lights, filters, hoses, belts and cables
- Fluid levels
- Expired stickers (inspection, service reminders)
Is Your Facility Getting in the Way?
Some Auto dealerships’ service departments do not have drive-through traffic lanes, but improvise by erecting a large canopy for sheltering customers during the walk-around. If this is impossible, the Service Advisor should still perform the inspection, make notes on his write-up sheet, and go over it with the customer. It’s all in the presentation.
Incomplete, hurried walk-arounds are not only a missed opportunity, but in reality, you are doing a disservice to your customers. Naturally, there is the safety issue, but helping them become aware of real time or potential issues such as bad tires or brakes helps inspire trust. Moreover, service walk-around training helps determine customer needs and will likely lock them in for future scheduling.
You may have decided that a training program falls outside your current marketing budget; you may even think your training practice is adequate, but remember this: cheap training results in cheap work habits, which results in low revenue. Quality service employees need quality training. Look within your organization. Is your staff living up to your mission statement? Service Advisor Training dramatically improves competency. This vastly impacts your yearly bottom line.