Selecting the right service advisor is crucial for the success of an auto repair shop. But just filling the role with just anyone won’t bring you success, a shop coach advised.
It requires careful consideration of the individual’s skills, background, and behaviour, along with providing the necessary training to ensure their success, said Bill Haas, president of Auto Ignite Management.
Simply filling the role with someone available is not the right approach, he emphasized.
“It’s like, ‘They’re here and they’re available — put them up there. At least the phone’s getting answered.’ That’s wrong,” he said.
Instead, it’s essential to consider the individual’s sales skills and background.
“What are their sales skills? What’s the background they have? Where did they come from?” Haas noted as key questions during the Midwest Auto Care Alliance Hi-Tech Training & Expo in Kansas City
A common instance in a shop is when a tech wants to move from the bays to the counter. Maybe their body is beat up or they just want to do something different. Tread carefully, Haas warned. He asked attendees how many of them have successfully had a technician transition to being on the front counter and selling work. Not a lot of hands went up.
“You know why? Because most of the people that tried that failed at it,” Haas said.
The shift from being technically proficient to being good with people and solving their problems is difficult.
“The people that can make that transition will do really well and the technical knowledge that we have has to really take a back seat to being a people person,” he explained.
Whether shop owners go this route or hire someone new for the role, Haas advised them to be prepared for a tough transition and to provide adequate training.
“Be prepared to get training for them and help put them in a position to be successful. That’s why we train. We train to help people be successful,” he said.
Simply having them observe and mimic calls is not sufficient.
“Everything that you’re doing wrong, every mistake that you’re making just applies to everybody now. So be careful,” Haas warned.
The ability to sell is a key consideration.
“Can this person sell? That’s something we got to look at,” Haas said.
Additionally, the individual’s behaviour is crucial. Good salespeople are calm, patient, understanding, and good listeners.
“They’re not pushy, they’re not aggressive, they’re not hard sell, they’re not in your face,” Haas explained, adding that these behaviours are essential for taking care of customers effectively.
Haas acknowledged that not everyone is suited for the role of a service advisor, and that’s fine.
“Doesn’t mean they’re bad people. They’re just not the right people. And that’s okay, because a lot of times, if we have really talented people that aren’t the right people, then we need to find places for them in our business,” he said.
Image credit: Depositphotos.com
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