10 Traits of Outstanding Service Advisors

1. Make a great first impression with customers. A first impression is made in the first 40 seconds of a contact. If the customer is a woman, you probably have only 30 seconds. The following suggestions will help you establish that all-important first impression.

2. Begin immediately to establish rapport with the customer. Compliment the car, something they are wearing, maybe just their smile. You can always find something to say about a person or car that is sincere. And it doesn’t have to be clever or wise. Look for that something the moment you approach the car.

3. Start the day with a plan. When you begin your day with clear and precise goals you will always be more productive. Establish goals for daily sales and specific items such as alignments.

4. Smile…smile…smile. A smile is always the best way to start a relationship. It makes you look friendly and willing to help. It also helps relax the customer who will then be more open to your suggestions. No matter what sort of day you’re having, always approach a new customer with a smile.

5. Put yourself on the customer’s side. Express concern for their problem. It can be something as simple as, “I’m so sorry you where stuck and had to ride in a tow truck. That happened to me once and I know it’s not much fun. So let’s see what we can do to get you back on the road.” Just be genuine and sincere.

6. Dress neatly. You are representing the entire service department. If you look clean and neat, customers will get the impression that the entire department is neat, clean and efficient. This will help assure them that they made the right decision to bring their car to you.

7. Build value into your services. Say things such as, “We’ve got the latest diagnostic tools so we can locate your problem quickly.” Or, “I’ll have Bill look at the car. He’s been certified by the factory and is particularly skilled at locating transmission problems.” Never miss an opportunity to brag a little about the quality of your service. But keep it sincere and low key. When you build value, you build confidence.

8. Ask open-end questions. Rather that ask questions that can be answered yes or no, get the customer talking. Often they’ll say something that will give you a better clue as to what the real problem is.

9. Be a good listener. Not only will you learn more about the problem but may pick up clues that will lead to other work that needs to be done. Plus, showing the customer that you are really listening will increase their confidence in your willingness to help them.

10. Follow-up and follow-up again. If you suggest to a customer that the work will be done at a certain time, follow-up. If you discover that there is a delay, have the customer immediately contacted with that information. Customers can be very forgiving about delays when promptly notified. Plus, you’ll earn a reputation for really being on top of things.