Service Advisor = Hours Per RO
Eddie Campbell
GM/Fixed Ops Director/Service Department Social Media Spokesman/Problem Solver
I received a lot of great feedback about the article that I wrote last week. There was really only one semi-negative comment from a frustrated Advisor. He stated that management puts so much pressure on Advisors to get "hours per RO" to a certain level that it causes them to focus on big sales. Not CSI. Iv'e been there and understand completely. I believe that high CSI and hours per RO can go hand in hand. Over the years I have heard customers say that they didn't know that we performed particular services like... state inspections, tires, extended warranties, accessories... They don't know because we (Advisors) didn't tell them. Advisors that are in a "Rushed" environment leave out lot's of details that are needed in a customer write up. How long does a write up take?
Greeting (0.9)
Listen and list customer issues (1.4)
Get customers contact info (0.40)
Present menu/go over recalls/maintenance (1.6)
Walk-a-round (0.45)
Discuss and set up transportation needs. Rental/shuttle/loaner (2.0)
Walk customer to waiting area (0.30)
Tag vehicle/keys and pull forward (0.40)
That totals 7 minutes and 45 seconds minimum of time spent with a customer on the service drive. That doesn't include a test drive or a major issue. Or offering to get the customer a bottle of water/coffee, carry baby seat out car for customer.... just an average write up. A rushed environment can even cause an advisor to skip half of the list above.
If you are a Chick Fil A fan, you know that good service is the same whether its a busy lunch crowd or 2:30 in the afternoon. Thats the way a Service Advisor has to be when writing a customer, every time. The customer must get 100% of the attention at that moment.
If an Advisor takes out the greeting, contact info, menu presentation, walk-a-around and throws the tag on the dash, then points to the waiting room and says "it's over there" he can cut 6 minutes off of that write up. It happens. That also cuts "hours per RO" and CSI. I know customers are happier when they have the confidence that you really and sincerely took care of them and their vehicle. Spend a few more minutes with that customer during write up and your Hours Per RO will go up.
National Sales Director @ CarOffer (A CarGurus Company| Director level, National Sales Management
6 年FCA dealers have a fantastic opportunity in the DrivePlus rewards program to jump 15% avg hours per RO. Case study showed 15% growth from 6mo rolling average in Avg RO when fully bought into the program. Average first ticket short of 300 without the card and over $800 with the rewards card. If your not presenting this to every customer you are missing out and quite honestly so is the customer.
Service Director
10 年I agree, we must change our ways and grow our business by performing these steps and not be in a rush. These customers do appreciate the extra time spent with them . The manufactures are building better products and the warranty work is disappearing. We must build our customers relationships for life and yes the Advisors old way of doing things must change.
Valvoline
10 年Good article my friend.
Independent Business Owner
10 年Ok Eddie. Ready to join us??
Regional Manager- North Texas at Dealers Resources Southwest, Inc.
10 年Man you should write a book or something.... ;-) good job sir Edward