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How Grads of Auto Service Advisor College Can Build Trust With Their Clients

Published on June 7, 2018 by in Blog

service advisor training

When clients bring in their vehicles to a repair shop or garage, they’re already full of questions, concerns, and hesitation. In fact, 86 per cent of clients bringing in their cars feel they are being charged too much for parts and repairs, while 70 per cent are concerned that they might be overcharged before even bringing in their vehicle! Whether they are working in a shop or a dealership, auto service advisors have a huge responsibility to make sure that their clients trust them and feel comfortable with the services they are receiving.

Building trust with clients is also an excellent way to better a repair shop’s reputation, as clients may refer it to their friends and family. Are you curious to learn how you could grow trust with your clients during your auto service advisor career? Read on!

Honest and Open Communication Is Important to Building Trust With Clients

An important part about being able to communicate well with clients during your career as an auto service advisor is to make them feel that the shop and its mechanics are responsible. There is a growing consensus that before a client even walks into a repair shop they are already feeling skeptical. Excellent communication could therefore help clients feel like they are in control of the repair process, and might mitigate any worries that they have about repair times and fees concerning their vehicle. When speaking with clients, always remain friendly and cordial, and communicate any important information such as the necessary parts to be ordered for the repair.

An automotive service advisor may also want to go through the details of work orders in order to explain the costs of parts and labour and be ready to answer any questions a client may have about repair costs. Auto service advisors should focus on being as clear as possible so as not to confuse their clients with difficult or complex repair terms. Clients also don’t like to be pressured into paying for services they do not need, therefore it is important to respect their wishes to ensure that they have a positive experience.

Be transparent with clients when going through charges on work orders

Be transparent with clients when going through charges on work orders

Reassure Clients That all Mechanics Are Certified and Highly Trained

The last thing a client should ever have on their minds when walking out of an auto repair shop is whether or not they have left their vehicle in the hands of well-trained and certified auto mechanics. As a liaison between mechanics and the client, auto service advisors can assure clients that the shop’s mechanics have received the necessary certification and training to get the job done right.

Of course, clients who are already apprehensive may not take an auto service advisor at their word. This is where you can get a bit creative. Try making your clients feel comfortable by introducing them to one of the mechanics who will be working on their vehicle, that way they may feel as though they are being given extra care and consideration.

Grads of Service Advisor Training Shouldn’t Follow a Script

One of the best ways to get clients to trust in you, the shop, and the services mechanics provide is by building a personal connection with them. A great way to stand out for clients is by being unique from other auto service advisors. Instead of waiting for clients to enter the shop and have to search for you, or wait in line, why not go outside to greet them instead with a warm handshake? How about holding the door open for them! Sometimes by going the extra mile, grads of service advisor training can make a client feel that they matter.

Asking a few questions about non-repair related details concerning their vehicle may also be a good way to get clients to open up and trust an auto service advisor. Simple questions, such as the make and the length of time they’ve had the car for can spark conversation that can help your clients see you as more than just a repair shop employee.

Stand out as an auto service advisor and make a connection with your clients!

Stand out as an auto service advisor and make a connection with your clients!

Enrolling in a great auto service advisor program, like the one offered at CATI, can be an excellent way to learn many of these important communication and interpersonal skills, and much more!

Are you ready to jumpstart your career with a great auto service advisor college?

Contact CATI and get your training now!

 
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