There are two key ingredients to a successful auto repair shop; great customers and great employees. And the most important employee that you can hire is the Service Advisor. Think of the service advisor as the quarterback; your entire team and business is built around the person in this position, says Keith McCrone, co-owner of Automotive Profit Pro, a company that helps auto repair shops become profitable.
The service advisor is not the receptionist or the front desk position at your auto repair shop. Rather, they are the manager of the repair shop. They are the one responsible for selling services, making your customers feel comfortable and ensuring that your shop is profitable.
Though the service advisor should be educated in auto repair, his passion should be sales. The right service advisor will determine how many hours you work, where you vacation, the type of car you drive and the size of your home, explains Gerry Frank, co-owner of Automotive Profit Pro. If you have the right person, he or she can help your business grow quickly.
Knowing what to look for will help you choose the right person. During the interview, ask the candidate what he is currently selling each week, the amount of his average ticket and what gross profit margin he is generating at his current job. If this is in line with your business plan, then you’ve got the right candidate. If not, move on to another candidate. The more people you interview, the better you will become at finding the best employees.
Choose people who can describe the benefits of the repair to your customers, rather than the step-by-step process of how it’s done most auto customers do not want to hear the particulars and details of how to fix brakes but they do want to be sure that they are spending their money wisely on a service that is actually needed.
As the owner, you are the leader of the team and responsible for helping your employees excel. With the right motivation, you can take employees to new levels of service. This means making sure your employees are thoroughly trained and just as passionate about the customers as you are.
It is important for the service advisor to understand what works best in sales for your customers. Sales techniques are changing because the consumer is changing. You want the employee to be pumped up every day about selling your shop, and to believe that you provide the best customer experience.
That means you, as the owner, must stay on top of changing business patterns and sales techniques. Choose a service advisor who is self-driven and wants to be the tops in his field and encourage him to keep learning. Remember, having a professional Service Advisor determines how well your business will grow. The Service Advisor is a key position in any auto repair shop, and if you choose the right person, will make a lasting positive impression with your customers.