Business 17 www.aftermarketonline.net MARCH 2025 in cars with issues that are outside the scope of the garage’s offering. While it’s tempting to take on every job, a savvy advisor knows that focusing on the right customers, and the right types of repairs, leads to better business outcomes. By vetting customers and being clear about what the garage can and cannot do, service advisors protect the team from overburdening and ensure that the work done is high-quality, which in turn builds a better reputation. Understanding profitability Being able to understand and manage financial aspects of the job includes areas such as labour rates and margin on parts sales. A service advisor who is aware of the financial goals will make better recommendations and ensure that each repair contributes to the overall profitability of the business. By understanding how to accurately cost a repair, advisors ensure that the garage stays profitable without overpricing customers. Additionally, they present estimates in a way that highlights the value of the repair, helping customers understand why it’s necessary without feeling like they’re being ‘sold to’. The unicorn, attaining a highly effective service advisor When rolled into one, this all might sound like that search for a unicorn, but it’s not. With the right training, a service advisor can develop the skills and mindset needed to become highly efficient in their role. Everything from communication skills and defining customers, to understanding workshop dynamics and profitability. It’s about developing them to handle any situation, from the everyday to the complex with confidence. My passion for this topic led to a collaboration with Technical Topics to co-develop specific service advisor training. It ensures we can give them the tools and skills they need to succeed. High-impact role that drives the business The highly effective service advisor is a game-changer for any garage. We want them to be the best they can be, after all they are the face of the business. If they have the skills needed, they can cement your team into a cohesive unit and deliver a service that customers keep coming back for. The service advisor acts as the go-between, translating customers’ needs and concerns into clear instructions for technicians. To contact Jay directly, scan the QR Code A skilled service advisor sets realistic expectations, explains the timeline, costs and potential complications
RkJQdWJsaXNoZXIy MjQ0NzM=