Is the problem really volume versus quality?

When it comes to drives, service advisors are making mistakes left and right when it comes to balancing volume versus quality. We know this by watching how service advisors are going about their business–how they’re connecting with customers, how receptive customers seem to be to the information they’re being told, and what the outcomes are. And more often than not, when there is an influx in customers, we see the advisors doing their best to get people in and out the door as quickly as possible.

The way that these service advisors are looking at it is that if they don’t handle the transaction quickly and keep customers waiting, they’ll lose them. In reality, handling customers this way feeds into their preconceived notions about dealerships: That all service advisors and their employers care about is getting their money as quickly as possible and getting them out the door so they can take another car in. So even though service advisors think that they’re making customers happy by moving so quickly, what they’re really doing is just feeding into the negative perceptions so many customers have about the auto service industry and dealerships in particular.

Listen in to this week’s episode and find out how volume and quality can work successfully for advisors and customers.