As we’re about to ring in a new decade, there are going to be plenty of technological advances coming to the automotive market. Whether it’s more electrified models that change what’s required for each customer in the service department or software systems designed to enhance or complement how your department operates, there are constants to keep in mind.

Regardless of how 2019 ended and if you made your target or not, 2020 is a new year and a new start. There’s no time to let your service advisors dwell on the past successes or failures. They need to kick it into high gear when they punch the clock on January 2nd.

Here are three service advisor basics to remind your team to get the new year started off on the right foot.

Always Start with a Walkaround

You’re twice as likely to keep a customer in the fold when you sell them tires. That’s one of the best reasons to perform a walkaround every time they come in. When you’re checking fluid levels, lights, and tire tread depths on every visit, the customer begins to expect it and track it themselves mentally. When their tires are end-of-service, you have the first crack at selling them tires. That leads to brakes, wheel alignments, front end work, and mechanical.

It’s all because a walkaround sets the stage for the visit. It should be the first thing a service advisor does on every vehicle on every visit – well, right after greeting the customer.

Focus on Features and Benefits

“Mr. Jones, your Chevy is due for a cooling system service. Should we do that today?” Some service customers will go ahead, but it isn’t a very convincing sales method. It gives a customer no good reason to agree to the service aside from the flimsy argument that ‘it’s due’.

Instead, service advisors should be masters of explaining services the same way a salesperson sells a car: through features and benefits. When a customer sees the reasoning behind routine maintenance or upsold repairs, they’re much more likely to proceed with it.

“Mr. Jones, at 100,000 miles, your Chevy’s engine coolant has begun to increase in acidity. That’s likely to form deposits in the radiator and engine, which can restrict coolant flow or prevent the thermostat from regulating temperature properly. We can flush the engine coolant today, removing the old, acidic fluid and filling it with clean coolant so it will be good for another 100,000 miles. Should we add it to today’s service?”

Which would you go for?

Role Play

Ugh. I hate role playing at the service desk. However, there’s no question that it sharpens your customer service and selling skills. As uncomfortable as it is to be vulnerable in front of your peers, it’s imperative that service managers make it a mandatory part of ongoing team development.

Choose a time when customers aren’t around – typically right after the doors are locked at the end of the day – and have each person take a turn playing the customer and the staff member. It’s hard to take it seriously, but doing so will honestly help each advisor know how to handle customer objections and the service process a little better.

What other service advisor basics would you recommend starting fresh in the new year? Let’s discuss the ways we can make our service teams better so we can better serve our customers.