Service Advisor Time Management

Bart Wilson

This just in: Service Advisors are busy........

Seriously though, how do you find time to make sure all of your calls are made and be ready to talk to new service guests?  This is a problem in a lot of dealerships.  What are some tips you use to manage your time?

Mark Rask

At our store the service bdc reps help a lot 

Joe Tareen

Advisors are the best people to handle calls and worst at the same time. All dealerships should have some semblance of a Service BDC whose primary objective should be to take appointment calls and make outbound opportunity calls in down times. However most Service BDC fail because of lack of direction and unclear expectations. What Service BDCs are NOT should be answered first. For instance: They are not your in-service vehicle status providers. That should only be done by the Service Advisor. Ensure that hourly paid resources at the dealerships are strictly interacting with customers who are ready to schedule an appointment in other words 'new revenue' opportunities.

 

Best

Joe

Bart Wilson

Joe, I agree.  I can see consistency issues if a service BDC is doing the follow up.  It seems like an online scheduler could help if all appointments were scheduled through it.  

 

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