Ask a Service Manager anything...anything at all.
Discussion
WestyCarl said:
You've got 2 customers;
Customer A comes in argumentative, "knowing his rights" and knows exactly what needs to be done and how long it takes, etc, etc.
Customer B comes in and is friendly and just asks for your help
Which will get the better service from you?
You work for a bank and are dealing with two customers:Customer A comes in argumentative, "knowing his rights" and knows exactly what needs to be done and how long it takes, etc, etc.
Customer B comes in and is friendly and just asks for your help
Which will get the better service from you?
Customer A comes in argumentative, "knowing his rights", knows exactly what he wants and what it should cost etc etc
Customer B comes in, is friendly, and asks for your help
Which one will get flogged the PPI that he doesn't need ?
OddCat said:
You work for a bank and are dealing with two customers:
Customer A comes in argumentative, "knowing his rights", knows exactly what he wants and what it should cost etc etc
Customer B comes in, is friendly, and asks for your help
Which one will get flogged the PPI that he doesn't need ?
Off course people unfortunately get ripped of in life. Customer A comes in argumentative, "knowing his rights", knows exactly what he wants and what it should cost etc etc
Customer B comes in, is friendly, and asks for your help
Which one will get flogged the PPI that he doesn't need ?
However here in PH land we are all experts on our cars, I guess I could phrase it;
Who gets treated better; The PH Director who knows everything and lets you know he know's everything and is keeping an eye on you, or the person who treats you like a friend.
Jazoli said:
How much bonus do you earn for the constant upsell on discs and pads that are dangerously worn at 60%?
I have been told so many lies and untruths by service managers in the past, i never used to tell them it was a company vehicle when booking it in for a service, I would then always get a phone call to say the car needs 2 shocks, new discs and pads, new wipers and various other bits, upon explaining that it was a company vehicle and I would not be footing the bill for anything all the bits that needed replacing suddenly fixed themselves, I used to sit in the reception area and listen to the service people telling other customers that the car was unsafe and needed xyz doing, because things were 50% worn, when in reality it didn't, the whole trade needs a shakeup.
OP I'm sure you have never done this and are as honest as the day is long
Don't mean to hijack the thread OP but thought a serving service advisors input may benefit the thread. I don't know about other dealers, but at our one we are transparent and honest. If a tyres at 4mm I will advise the customer it's best days are behind it but it's still got a bit of life yet. At 3mm I recommend replacing very soon and at anything below 3mm I recommend replacing immediately. Same with brakes- we advise of worn brakes if they are around 60% gone, and start to advise replacement at around 80% (more of a convenience to the customer than anything, as it could pass an MOT at 90%+ worn) There are some circumstances that I'd advise changing items earlier, customers who drive 1000 miles plus a week would probably benefit getting their 3-4mm tyres changed now rather than risk letting them wear to illegal tread depths in a few weeks time. I think part of becoming a successful service advisor is weighing up the customers needs and deciding appropriately, and communicating with them. Failure to communicate is where most problems occur, easily avoidable. I have been told so many lies and untruths by service managers in the past, i never used to tell them it was a company vehicle when booking it in for a service, I would then always get a phone call to say the car needs 2 shocks, new discs and pads, new wipers and various other bits, upon explaining that it was a company vehicle and I would not be footing the bill for anything all the bits that needed replacing suddenly fixed themselves, I used to sit in the reception area and listen to the service people telling other customers that the car was unsafe and needed xyz doing, because things were 50% worn, when in reality it didn't, the whole trade needs a shakeup.
OP I'm sure you have never done this and are as honest as the day is long
Yes I do earn a commission from selling these items, it can add up quite nicely some months. I am however quite happy that anything I've sold to a customer has been in good faith and required by them, rather than making my commission sheet look good, and I never hard sell. I can say the same of my colleagues, and we are 100% supported by the management. Not all dealers are the same.
MrBarry123 said:
If you found a flamingo and an eagle having a fight in the back of a customer’s car, what would you do?
Total guess here, but I would imagine, charge the customer for some washer fluid and suggest they'll need new pads and discs front and rear in 22,476 mile's time, so may as well do it now.sparks_E39 said:
Don't mean to hijack the thread OP but thought a serving service advisors input may benefit the thread. I don't know about other dealers, but at our one we are transparent and honest. If a tyres at 4mm I will advise the customer it's best days are behind it but it's still got a bit of life yet. At 3mm I recommend replacing very soon and at anything below 3mm I recommend replacing immediately. Same with brakes- we advise of worn brakes if they are around 60% gone, and start to advise replacement at around 80% (more of a convenience to the customer than anything, as it could pass an MOT at 90%+ worn) There are some circumstances that I'd advise changing items earlier, customers who drive 1000 miles plus a week would probably benefit getting their 3-4mm tyres changed now rather than risk letting them wear to illegal tread depths in a few weeks time. I think part of becoming a successful service advisor is weighing up the customers needs and deciding appropriately, and communicating with them. Failure to communicate is where most problems occur, easily avoidable.
Yes I do earn a commission from selling these items, it can add up quite nicely some months. I am however quite happy that anything I've sold to a customer has been in good faith and required by them, rather than making my commission sheet look good, and I never hard sell. I can say the same of my colleagues, and we are 100% supported by the management. Not all dealers are the same.
Would I be right in thinking that also extended service intervals mean thinking "well in advance" for certain items? Yes I do earn a commission from selling these items, it can add up quite nicely some months. I am however quite happy that anything I've sold to a customer has been in good faith and required by them, rather than making my commission sheet look good, and I never hard sell. I can say the same of my colleagues, and we are 100% supported by the management. Not all dealers are the same.
I am aware of how much data the BMW keys hold for example and show to the service team which was really quite scary when my SM said did you change your driving pattern recently? (I changed jobs changing from a 1 hour commute to one about 30 minutes in good times).
ollie plymsoles said:
Can I ask why they always unplug the dash cam when the car is in the dealership?
My BMW dealer never do! In fact the SM actively encourages owners to keep them running.Having spoken with him at length his viewpoint is what do we have to hide. We do a good job the customer is happy and everything is clear. Any issues then it is clear cut what we did and did not do properly.
Saabaholic said:
ollie plymsoles said:
Can I ask why they always unplug the dash cam when the car is in the dealership?
Good question. My Merc dealer always unplugs mine.Certainly, the company I use to refurb my turbos they came back as good as new - with a new cartridge or whatever else they need.
It's a fraction of the cost of a brand newun though.
It's a fraction of the cost of a brand newun though.
lee_fr200 said:
They've fit turbos to cars claiming as brand new but just had old ones refurbed and other things similar
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