Evaluating Service Advisors

[5 Star Auto Spa]

What metrics are you all using to evaluate your service advisors? Are you able to obtain these metrics from software within a report? If so, what software are you using to obtain this information? Trying to figure out the easiest way to obtain the necessary metrics used to correctly evaluate an automotive service advisor.

[Joe Marconi]

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[flacvabeach]

Our advisors are paid based on a matrix that increases their base pay based on sales and gross profit. They are evaluated on ARO, parts margin, and labor margin, which is a factor of how effectively they are using the labor resources available to them. They are expected to adhere to a fairly strict routine on the phone, including getting the customer's name and phone number up front and addressing the customer by name while addressing their issues. We monitor phone calls and listen to recordings of them as a group. They are expected to go the the vehicle with the customer at the drop to look the car over and develop a relationship. We are not perfect at any of this, but we work with them to get buy-in and establish goals and, to a large degree, it's working.