In recent months the OEM has set new standards using KPI’s, which have set a new tone with the survey. Giving the dealer the dealer a new means of setting the performance benchmark with yes or no questions. And while the “survey” scores were always consistently the best in the area the new survey has shed some light in *key* areas where the advisors might need some training.
When is the last time you have brought in training for your service advisors? If you have to think hard on that one, it has been too long.
The service department is the money maker, yet it is the one department that is often ignored when it comes to training!
Here are top reasons your advisors need training!
Training is not just about getting a good score for the store. It is about ensuring the service advisor is equipped to handle situations. Ones that can then be diffused leaving the upset customer happy wanting to come back to the dealer for services again.
Working with your advisors on the “walk-around” can increase revenue. If the advisor is better equipped - or trained better on the newer products - s/he will better understand how to up-sell services that would benefit the customer.
Keeping the customer informed - to this day - remains to be an issue for many dealers. That said, setting the standard with your team listening to their concerns can help increase overall customer satisfaction, which will show in the increased survey scores. Ask your advisors “what is the most preferred method of contact” Whatever it is - make it a priority by making sure that it is accessible. For example, if texting is most preferred then make sure the advisors can text from their computers.
Using previous scores (avoiding names) can help with discussing potential breakdowns in the process. In turn allowing you to collectively work towards a better way of handling those situations. As it is safe to say that advisor is most likely not the only one handling the situation that way. One of the best ways to review this is to look at a 90-day scoring period.
The most significant benefit of monthly training - even if it is just for 20-30 minutes - is getting the inside scoop on the team that keeps the dealer afloat. It offers the advisors a platform to bring their concerns to the table. Offering you a meaningful way to provide insight, and prevent future issues from happening as it can honestly just be a breakdown in communication!
How often do you have training? If so, have you seen a positive impact?