Us versus them. In many dealership service departments, that’s the relationship between the service advisors and the technicians. Is shouldn’t be that way, and often the relationship starts out pretty good. But with livelihoods tied to productivity, it’s easy for a technician to feel dissociated and jaded.

Anyone with a finger on the fixed ops pulse has seen it. A tenacious technician brings a list of repairs and services to the advisor, looking forward to getting a jump on this paycheck’s hours. Instead of immediately calling the customer with the estimate, the technician (im)patiently waits while the advisor finishes up another task. Finally capturing the advisor’s attention, the technician presents the estimate with little enthusiasm in return. Instead of an immediate call, the advisor says, “Kick it out for now. I don’t think they’re going to all of that, if any. I’ll let you know what they say.” Dejected and frustrated, seeing cash slipping through their fingers, the technician goes onto the next job.

Now, imagine that scenario playing out time after time. That’s what I’ve seen (and as an advisor, I’ve done), and it doesn’t go well.

What to Do Better

It’s easy to say that it shouldn’t happen, but it does, and more often than you think. While it’s true that the advisor has a better read on the customer, it’s not their place to pass judgment or sluff off the estimate.

An advisor usually isn’t a trained technician, and like me, they may not have any formal education whatsoever. Often, you’ll find that the service advisor underappreciates the importance of certain items or has inaccurate perceptions of the value of certain repairs or services. I know I’ve been guilty of judging a customer by appearances or history, and I don’t think I’m alone in that.

There are a few things to do that can improve the relationship between service advisor and technician, and it only serves to boost the department wholly.

Call the Customer Immediately

Sounds simple enough, right? In the hustle and bustle of a busy service drive, squeaking in a two-minute call to sell an estimate can feel like an insurmountable challenge. The longer that estimate sits, though, the less likely it’s going to ever come to fruition. It’s easier to expect a customer’s approval when they hear, “It’s already on the hoist, we could get started right now,” rather than, “We’ll bring it back in shortly and I’ll call you when it’s ready.” It also saves the technician valuable minutes of downtime.

Ask for A ‘Spending Limit’

When the customer drops off their vehicle, especially if it’s for a problem, they’re looking to have it fixed. But they aren’t going to write you a blank check for the bill. They might give you a limit you can go up to without having to call ahead for approval, though.

I’ve used this with some success, but it must come with a clear approval. “We’ll get your brake squeal looked at and perform a multi-point inspection. If it’s $300/$500/$1,000 or less, should I get the technician started before I give you a call?” Some will appreciate the forward thinking, others will still want input before the tech gets going.

Can Technicians Call their Own Estimates?

In situations where an advisor simply can’t give their full attention, or the estimate is beyond their scope of knowledge, do you think it’s permissible for a technician to call the customer themselves? I believe it is, under certain conditions. If the technician is within the service advisor’s earshot or under a manager’s supervision, I can see it being helpful – perhaps better than a service advisor at times!

Obviously, it needs to be a technician with phone skills, and the advisor still needs to be involved to add lines to the work order. But it has the potential to bridge a gap that ticks off technicians at times.

This is just one aspect of the advisor-technician relationship, but it’s a big one in my view. Having these two groups work better together improves morale, boosts service sales, and might even help with employee retention.