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Listening to Service Advisor Phone Calls [THA 343]

carmcapriotto
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carmcapriotto

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"The art of asking the right questions: this approach, inspired by the Socratic method, helps uncover valuable insights and ensures a thorough understanding of situations. Authenticity is key in every interaction."

Carm Capriotto introduces a panel to discuss the importance of listening to service advisor calls. Rena Rennebohm and Clint White are service advisor coaches, while Collin Ashin and Tyler Nichols are their clients. They discuss the benefits of reviewing recorded calls, such as identifying areas for improvement, enhancing problem-solving skills, creating a safe environment for feedback, the value of coaching, and the need for continuous improvement. Remember, the journey to self-improvement begins with a single step.

Rena Rennebohm, CEO Empowered Advisor. Listen to Rena’s previous episodes HERE.

Collin Ashin, European Auto Garage, Knoxville, TN Clint White, Service Advisor Coach & Shop Consultant with CWI and currently holds multiple ASE certifications. Clint’s previous episodes HERE Tyler Nichols, X-tra Mile Auto Care, Stillwater, OK

Show Notes:

  • Listening to service advisor calls (00:00:28) Discussion on the impact of listening to service advisor calls and how it improves their performance.
  • Coaching style and empowerment (00:03:56) Exploration of the coaching style that focuses on empowerment and positive experiences for service advisors.
  • Enhanced problem solving (00:09:20) Discussion on the benefits of reviewing recorded calls for service advisors to improve their ability to respond effectively and professionally.
  • Drawing attention to extended silences and lazy language (00:10:25) Conversation about the importance of avoiding extended silences while speaking and the impact it has on customer confidence.
  • Trust building and providing lessons before listening to calls (00:14:27) Explanation of the approach to establish trust and provide education and tools before giving critique on recorded calls.
  • The Importance of Coaching and Training (00:16:41) Discussion on the value of coaching and training in various industries, using examples like Tiger Woods and football players.
  • Working with Top Advisors (00:17:37) Exploring the concept of working with top advisors and keeping them at the top of their game.
  • Using Scripts as a Guide (00:18:51) The benefits and challenges of using scripts in client interactions, emphasizing the need for authenticity and personalization.
  • Improving Call Structure and Clarity (00:24:32) Discussion on the importance of having a structured call and how it helps in assessing improvement.
  • Seeking Feedback from Spouse (00:25:15) Sharing phone calls with a spouse to get their input on how the calls sound and if they seem forced.
  • Building the Clock Analogy (00:32:56) Explains the analogy of building a clock to illustrate the importance of not overcomplicating things in the automotive industry.
  • Realizing You're Still a Good Advisor (00:34:17) Discusses the realization that having a coach doesn't mean you're a bad advisor, but rather an opportunity to improve and fine-tune skills.
  • Pain Points in Listening to Calls (00:35:24) Explores the discomfort and growth that comes from listening to difficult phone calls and the benefits of having a coach to provide objective feedback.
  • The value of consistency in customer interactions (00:48:01) Emphasizes the importance of maintaining consistent service across multiple locations for customer satisfaction.
  •  

Thanks to our Partners Shop-Ware and Delphi Technologies

Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/

Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. http://DelphiAftermarket.com

Connect with the Podcast

-Join our Insider List: https://remarkableresults.biz/insider

-All books mentioned on our podcasts: https://remarkableresults.biz/books

-Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom

-Buy Me a Coffee: https://www.buymeacoffee.com/carm

-The Aftermarket Radio Network: https://aftermarketradionetwork.com

-Special episode collections: https://remarkableresults.biz/collections

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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