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While garnering new customers, retaining existing
ones and achieving consistent vehicle visit frequency and
increased dollars-per-repair order continue to be shops' major
goals, many appear to be lagging significantly in the
utilization of one of their most valuable tools-their shop
management system. Observations of our
industry indicate that the majority of those who occupy the
position of service advisor don't use their shop management
system to its fullest because they lack fundamental training in
many of the basics of the software.
When we deliver sales training to shop owners
and their staff, we suggest that whomever is working in the
position of service advisor be required to wear a headset and
keyboard at least 50 words per minute. Wearing a headset allows
them to have both hands free to work toward attaining the
required keyboarding speed. These requirements also apply to
owners, administrative staff and anyone else who supports the
service advisor by writing up customers or working in the
databases.
When our instructors share these requirements,
the audience usually responds in two distinct ways: Those who
wear a headset would not consider doing the job without one.
Those who do not wear a headset cop an attitude about wearing
one, and offer up all kinds of reasons why they shouldn't. |
