In my travels I've talked with many service advisors and frankly am amazed how many just don't care. They believe that the mission is merely to write out what the customer asks for and show them where to sit and sign the repair order. Recently I asked a client if they could choose between a highly experienced advisor with a lot of bad habits or a rookie that loved to be around people and help them which would you choose? They chose the obvious answer they would prefer the advisor with less experience that cared. Regardless where I'm at I notice the people that are taking an interest in me as an individual and how they can assist me. Last week I had my car in for service at local dealership and the advisor was obviously experienced however spent no time looking at my vehicle or what its needs were. Instead he just processed me by telling me where to sign and where to sit. Now my vehicle has over 100,000 miles on it and obviously you don't have to sell me on preventive maintenance. The advisor and the technician never gave one recommendation for additional maintenance needs. Even fast food employees that make around minimum wage are trained to ask you for add-on purchases. Dealerships today must have an advisor staff that truly cares about the customer and listens to what their needs are. Many have lost the desire to learn about who the customer is and how to best care for them. Now these people make far over minimum wage and frankly dealership customers deserve better. I am sure most advisors admit over time customers can weigh on you and take away your patience. Challenge yourself to think about the treatment of the customer and never allow any customer to just be processed.

Now dealerships can provide management guidance and follow up at a great value. Your fixed operation management team will be grouped with other stores and meet three times a month on a conference call with Rob Gehring as the moderator. During this call key performance indicators and progress will be reviewed and discussed in detail. Questions can be asked and answered during the call with current issues and solutions. The groups will be limited to a maximum of only 10 stores to instill easy participation from the managers. The cost of this program is only $99.00 per month! No contract is necessary however a dealership should be involved for a minimum of 6 months. Pay for 6 months in advance and only pay $400.