Building Your Body Shop and More Advisor Stuff

This month we look at some ways to build repair order counts for body shops and build this department as a profit center. We will also look at a few advisor bad habits that can cost dealerships hundreds of thousands over the course of a year.

Advisor Bad Habits

Advisors must discipline themselves to never deviate from standard processes. It is so easy to stop performing walk around inspections because you’re so busy or don’t have the time. Many advisors try psycho analyzing the customer and determining if they are going to buy recommended services or not even before their presented with their needs. Customers will return to companies they feel care about them and will fulfill all their needs.

If they feel they are being hard sold they are not likely to return after the warranty expires. Another bad habit service advisors develop over the years is that they will not recommend services that they don’t personally understand or believe in. I would never ask anyone to compromise their integrity however it is fair that they research why the dealership is offering this service and what advantages are received by performing it. To me is seems incredible how many services are never recommended by advisors because they have made a decision about the value of it. When I have asked these individuals why they never sell the maintenance generally they have never received information or read about it.

This also illustrates poor follow up by many chemical companies with Advisors and Technicians informing them about their products. You should have a regular information session with your chemical flush supplier training your staff about the product.

Sincerely,
Rob Gehring, President
Fixed Performance Inc.
rgehring@fixedperformance.com

To receive more stories like this one, subscribe to my newsletter by clicking here!