I believe without any question the service advisor makes the difference in regards to the service and parts department’s profitability. The day of handing a service advisor a pen and saying “here’s your terminal” should be well behind us. The lack of training service advisors allows for processes to never be standardized.

The new advisor has no idea what a reasonable request is and therefore learns their trade by making mistakeswith your clients. Today let’s look at this problem in more detail. Today we will utilize a method that I have found can make an immediate difference for your service advisor staff. “They should always know their stuff.”

What is Normal?

During my time as a fixed operations director I personally read every service bulletin that came into my dealership. After I read these service bulletins, I would hand them around to every service advisor and ask them to initial after they read it. This was a great way to help them get to know their stuff!

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