By Bob Cooper
At Elite, we realize that the very first thing a service advisor needs to do with first-time customers is build rapport. Making good eye contact, smiling and shaking the customer’s hand are all part of that process, so when a customer comes in to your facility, the last thing in the world you need is a barrier between your advisor and the customer. Ironically, that’s exactly what most service counters are, and most shops have them for two reasons: it’s the way it has always been done, and it provides a workspace for the advisor.
Unfortunately, just because something has always been done a certain way doesn’t make it right. The answer is to have service podiums (or stands) that allow the advisor to quickly step from behind the podium to greet the customer, and also allow your advisors to easily show the customer their computer screen. These podiums can be large enough to provide each advisor with the necessary workspace, and are customer-friendly at the same time. Not only will podiums have a positive impact on your sales, but they’ll also help bring a new and contemporary look to your facility.
For additional help building a more successful auto repair business, learn more about the one-on-one coaching and customized action plan offered through the Elite Coaching Program.