Service tip: Advisers can earn a good customer survey score by being an advocate

Service advisers often struggle with balancing the unpredictable nature of automotive serviceand maintaining a satisfactory customer survey score, said Chris Craig, fixed operations content owner on the RockED app. That's because a backordered part or expensive repair bill could torpedo the customer's overall experience.

Craig, a former adviser, said he managed to earn top survey scores from customers despite delivering bad news to them. He accomplished this by acting as their trusted advocate throughout the repair process.

"I was quick to inform them of updates or to just touch base when an update was slow in coming," Craig said. "I was clear in my speech and didn't rush the conversation. I was transparent about the situation, I had options ready to discuss, I ensured I was easy to reach and I answered my customers' questions quickly."

The goal, he said, was to ensure your customer looked back on their experience — even with the bad news of a costly repair — in a positive way.

"I want them to think to themselves, 'Wow, that didn't go the way I wish it would have but my adviser was so engaged, helpful and courteous in finding me a good solution. I know I can trust them again and again,' " he said.