Advice to service advisers: Follow up with customers
Not enough service advisers do a walk-around inspection of a customer's vehicle because they're lazy, says fixed operations trainer AJ Holst.
Conducting a walk-around inspection of each service customer's vehicle is essential for a service adviser to build a trusting relationship, says AJ Holst, a fixed operations trainer. But many advisers don't because they're lazy, he says. In addition to a vehicle inspection and presenting the findings right away to the customer, Holst also recommends following up by phone or text with everyone who brings their vehicle in for repair or maintenance work. Holst spoke with Senior Editor Dan Shine about that and other tips for service departments.