Written by Joe Keagy | 267-897-5364 | firstname.lastname@example.org |
How often do we have an employee not last an entire year?
I’ve found that in some cases we haven’t given that employee the proper training.
I’ve also found that many employees received little to no feedback on their performance.
As a young service advisor in the 90’s I found myself frustrated by this also. Rarely did I receive feedback on my performance unless it was negative. Training consisted of “the guy next to you has been here a while, work with him today and tomorrow you can write repair orders on Wednesday.”
The service advisor’s role in your business is, in my opinion, the most important in the store. They touch more customers in one day than an average salesperson does in a week or two. Who receives the most coaching, training, and mentoring? The advisor or the salesperson? If the answer in your store is the salesperson then we have some work to do.
Advisors now need to be at the highest level to achieve customer loyalty and satisfaction. Customer loyalty is what drives our business and brings our clients back to repurchase.
Technology has advanced over the years, but the basic job has not changed much. Communication is key.
If we are willing to invest our time in a new employee, really take a month to properly train him or her, and provide them an environment to excel in, we need to put the brakes on and mentor these individuals. Take the time to provide constructive feedback, review their performance daily, role play their customer interactions, and give them all the tools needed to be successful.
The following is an example of how to set up a new advisor for success:
- New advisor takes all online courses (manufacturer, M5 University, DMS)
- New advisor shadows parts counter person for one day
- New advisor works with a technician one day
- New advisor works in the BDC 2-3 days (phone skills, setting appointment in scheduler)
- New advisor completes walk around and customer reception training with Service Manager
- New advisor works in express (as an Advisor Assistant)
- New advisor shadows senior advisor for the week and sets up his/her own workspace
When we devote the time and resources with a new advisor we allow them time to absorb the complexities of our business. We allow the advisor to learn within a time frame that allows the advisor to absorb information and to see what each position is like.
While working with the personnel in each area of our business, the advisor gains a unique perspective of what takes place in parts, the shop and with other advisors, and will receive a well rounded education before taking his or her position at the service desk.
One of the things M5 is well known for is our In-Store advisor training. We provide classroom setting training along with one on one training on the drive.
For more information on M5 University courses or Advisor training please feel free to contact me at any time!