Latest / Dealer Talk With Jen Suzuki
The Invisible Work Behind Higher Approvals
Two service advisors can work in the same dealership, see the same customers, recommend the same repairs and get completely different results.
Why? It may have very little to do with the estimate itself.
After training with so many service advisors, I've noticed that customers often begin deciding whether they'll approve the work long before the MPI is complete. They're paying attention when the advisor greets them, remembers their name, asks about their plans for the vehicle, explains what will happen next, provides updates and keeps every promise.
Each moment either deposits trust into the…
The skinny
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