Episode 13: Service Advisors - Revolutionising the Role with Jay Wheatley
James is joined by previous podcast guest, business coach and mentor, Jay Wheatley from Absolutely Automotive.
This time the spotlight is on the pivotal role service advisors play in the automotive industry. Jay has used his extensive experience of working in the industry and turning an established garage into a specialist garage, to support other garage owners in improving their businesses and achieving their goals.
James and Jay deep dive into hiring, ensuring they integrate into the team and deciphering the ideal attributes for success in this role.
Oftentimes you may find that a technician who is nearing retirement naturally transitions into the role of service advisor; but is this always the best move for the business?
They discuss the optimal skills for the job, whether a technical or non-technical employee can deliver a better customer experience and the role empathy plays in customer service.
Additionally, the conversation delves into using empathy vs sympathy to make difficult decisions that results in both customer, business satisfaction and continued business profitability.
Enjoy!
Key chapters and takeaways
- The Evolving Role of Service Advisors
[00:01:16 – 00:03:13] - Empathy vs Sympathy
[00:03:13 – 00:06:12] - Recruiting From Outside the Automotive Industry
[00:06:12 – 00:08:09] - The Distress Purchase
[00:08:09 – 00:10:27] - Getting the Boss On Board
[00:21:54 – 00:27:41] - Why You Have To Invest In Your Staff
[00:47:46 – 00:51:34] - The Role of Service Advisors in Business Growth
01:02:35 – 01:07:17
More about Service Advisors and Jay Wheatley
Train your service advisor: https://techtopics.co.uk/the-road-to-technical-service-advisor-and-front-of-house-training/
Absolutely Automotive: https://absolutelyautomotive.co.uk/
Follow Jay on Facebook: https://www.facebook.com/profile.php?id=100089057476555
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