Mastering the Service Advisor Role During Staff Shortages

Let's face it – if you've been in automotive fixed operations for even a short time, you know the struggle of finding and keeping talented staff. From service techs to parts clerks, from advisors to managers, nearly every position seems to have a "Now Hiring" sign permanently attached to it. This ongoing challenge becomes especially critical when unexpected disruptions hit, leaving key team members scrambling to handle workloads typically spread across multiple people.

The Reality of Today's Service Drive

Picture a typical service advisor's day. Industry standards suggest handling about 15 Repair Orders per day to maintain quality customer interactions without becoming overwhelmed. But let's be honest – how many dealerships actually stick to this number? Between scheduled appointments and walk-ins (because which dealer truly turns away business?), advisors often juggle far more tickets than they can efficiently handle.

Breaking Down the Service Advisor's Role

As someone who's worked both as an advisor and manager for decades, and later as a trainer and coach, I can tell you that service advising is more than just writing tickets. Here's the crucial point many miss: while there are countless tasks in an advisor's day, only your actual sales process steps generate revenue for both you and the dealership. Everything else? Necessary evil.

Too often, when we're rushed, we focus solely on completing the transaction, completely skipping the relationship-building and actual advising part of the job. But these are exactly the elements we can't afford to lose.

The Must-Do Service Advisor Process

Here's your comprehensive guide to maintaining quality service even when you're short-staffed. Remember, being busy isn't an excuse to skip the crucial advising portion of your role. Follow these steps to keep your sales process on track while delivering exceptional customer service:

Before the Customer Arrives:

• Research appointment details at least a day ahead

• Create a preliminary plan based on vehicle history and previous recommendations

During Customer Check-In:

1. Address the primary concern first

2. Perform a focused walk-around, paying special attention to:

   • Existing damage (offer free estimates for repairs)

   • Wiper blade condition and performance

   • Tire condition (document specifications for early quote preparation)

During Service:

1. Review maintenance requirements based on current mileage

2. Present maintenance needs as statements, not questions

3. Get permission to review inspection results

4. Complete inspections within 15 minutes of arrival

5. Use visual aids (dirty vs. clean filters, physical demonstrations for safety issues)

6. Prepare a prioritized presentation of needs, organizing them by:

   • Primary concern

   • Immediate needs

   • Maintenance items

During Presentation:

1. Use a designated review area away from other customers

2. Present findings in order:

   • Start with primary concern and related work

   • Address immediate needs

   • Discuss preventive maintenance

3. Present the total price first, then wait for customer response

4. Have a "Plan B" ready if needed

5. Schedule next service appointment

For Managers:

• Spend time daily in the service drive

• Coach your team on execution

• Set clear goals and track results

• Take action when performance needs improvement

The Path to Success

Consistency in executing these steps, especially during staff shortages, is key to maximizing your effectiveness. Remember: while many tasks fill your day, advising customers is the heart of your role. By focusing on these revenue-generating activities and maintaining strong customer relationships, you'll find your job becoming progressively easier, even with a lean team.

Most importantly, strive to be "their person" in the car business. Invite customers to bring in their other vehicles, ask for perfect surveys when warranted, and always demonstrate through your actions that you're committed to meeting all their automotive needs.