Sympathy for the Car Customer March 3, 2008
Posted by ratemyrepairshop in Auto Shop Internal Process, Car shops.Tags: auto advisor, auto repair, Auto Shops, car customer, car garage, car problems, cars, service advisor
7 comments
I think it’s hard for a Service Advisor or manager to always act with sympathy. When you see 30 customers or more per day you start to lose your care for each person’s car problem. People want you to not only care but, to realize that it has disrupted their day. We as car people start to see cars as all the same.
Whenever you start to lose your care for each individual customer remember that it is more then just a “Car Problem.” Here is what the customer thinks about. 1. How much is this going to cost? 2. What is the problem? 3. When can the shop look at it? 4. How am I going to get it to the shop? 5. How am I going to get around? The list goes on.
Put yourself in a customer’s position who has just purchased a new car. It is incredibly frustrating when you purchase a new vehicle so that you don’t have to worry about it breaking down and then something breaks on it.
Women in Automotive January 27, 2008
Posted by ratemyrepairshop in Automotive, Car shops.Tags: cars shops, female service advisor, going to an auto shop, service advisor, woman service advisor, women, Women at auto shops, women auto repair, women in auto repair, women in car shops
2 comments
The idea of a woman working in an auto repair shop has become somewhat of a norm in todays society. But, you would be amazed at how thick of a skin a woman needs to have in this environment. If you are a woman planning on starting a career as a Service Advisor, here are some of the things you will have to handle.
1. When you answer the phone be prepared to be mistaken as the receptionist and not a Service Advisor. Also, there is a certain feeling of disappointment you hear in the customers voice when you explain who you are. (this only happens approx. 1 in 100 calls)
2. Some customers will blatantly ask to speak to a man.
3. When you explain a repair to a customer there is the odd person who will not believe you. Unfortunately it will take a “male” service advisor saying the very same thing to get them to listen.
4. Know your stuff. Auto techs will test you out. If you know your way around a car you will gain their respect.
Don’t think any of these things are a daily occurrence. I am a man who cannot speak from a woman’s point of view but, I would say it probably happens at least 1 time every month (possibly more).
There are a lot of positives to think about if you are a woman entering a career as a Service Advisor. There are many customers, both female and male, who feel more comfortable talking to a woman. You may have to prove yourself first, but, once you gain their respect, you will have a customer for a lifetime.
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