I have to say, as a former service advisor, one of the things I despised the most was training. Don’t get me wrong – I love time off. But what I definitely did NOT love was being away from my desk, unable to be productive. Because, as you know, service advisors are typically paid on productivity. The more customer work orders you write, the more zeroes on your paycheck.

Yet, it seemed there was always some kind of training that was coming up. Either semi-annual training sessions through the OEM or the dozens of online webinars and training sessions, training was never complete. And it sucks.

But since I can look at it from the outside now, it makes sense. There’s a purpose for all the training. Seriously, there IS a purpose.

Let’s take down one wall now, because I saw it firsthand when I had to complete it. Service advisors will say, “Training is fine, but it’s all the stuff that has no practical application to MY job that’s frustrating.” It’s true. There are a bunch of courses you’ll need to complete for your OEM ‘Service Consultant Certification’ or some other credential. I’m not going to pretend that all the training material required for service advisors is beneficial practically, but nonetheless, it must be done.

It’s for the Credentials

Think about the person who does your taxes. It could be some shmuck that does it at home on their computer with Cheezies crumbs that barely graduated high school. But if that same guy has a degree in Business or is a Chartered Accountant, it doesn’t matter if he’s working in his underwear or in a $1000-dollar suit.

Completing certifications and training adds credibility to what you do. Whether they mean something to you or not, print the certificates you receive from online courses and find a place to post them. Better yet – managers, have desk badges made for training courses completed and post them at service advisors desks.

The credentials mean something to a customer – that they’re receiving professional service. The guard can be dropped. Their advisor knows a thing or two.

There’s Actually Good Knowledge Available

With GM, one of the certifications I received was ‘Certified Technology Expert’. All that means is that I was up to date on current technology training. It’s no big deal, and it’s something every advisor should have had.

But it also meant that I was the go-to guy for tech questions. I had been for a while before the certification anyway. But achieving all that technology knowledge meant I was trusted to help customers in a specialist kind of role.

It’s Important for Your Store

You can buck it, resisting the pressure to finish the training you need to get done. But it actually hurts your store. I can’t speak for them all, but some OEMs use staff training as a prerequisite for financial rewards the dealership earns, whether for sales, CSI scores, or otherwise. If a certain percentage of staff haven’t completed their training, the reward diminishes or vanishes.

We’re talking thousands of dollars monthly. And if you’re one of the staff that affected the loss, you can be sure management can see it.

This part of training is being part of a team. The ‘team player’ attitude wants the best for the store, not just the individual.

You Forget the Good Stuff

It happens over time, slowly so that you don’t realize it’s happening. You’re beginning to cut corners; to lose your motivation; to deviate from the process. Consistent training helps service advisors realign their actions with that of the service department’s processes.

In terms of car tech, it’s Lane Keep Assist. As you slowly veer off course without noticing, the next training session helps bump you back to center, restoring your focus on the path you should be on.

My encouragement is this: keep learning. Read training materials. Participate in OEM training sessions. Ask your management to enroll you in courses that come available nearby. Training is important for you professionally and personally, and it’s going to keep you moving in the right direction.