Counter Intelligence

Betty Jo Young with Young's Automotive Center in Houston says there are certain skills that service advisors must possess. She shared her ideas with CARS attendees at this year's show.

In the first part of her two-part session, Young stressed the need to be able to understand what the technician is telling you. How can you tell the customer if you don't even get what you're talking about? "You've got to have your ducks in a row before you look like an idiot in front of your customers," she says.

OK, so if you need to know what your techs are talking about, how else can you become a great service advisor? (Or hire one, for that matter.) Here are some things Young told attendees at her presentation.

GOOD SERVICE ADVISORS:

• Do not diagnose the vehicle. "I want to get money for diagnostics," Young says.
• Listen to the customer talk. "Sometimes those long, involved stories actually say something," she offers.
• Ask open-ended questions.
• Look and act professional.
• Have the heart of a teacher and a positive attitude – "or get another job," she says.
• Are a people person – everything else can be taught.
• Are open to continued training. Also, computer and typing skills are a plus.
• Possess estimating and sales skills.
• Have good communications skills.
• Possess a good basic understanding of automobiles.
• Are dependable and have a neat appearance. "What happens when the service advisor doesn't show up regularly?" Young poses. "That throws everything in a mess."

After all, as one attendee told Young: "We're in the people business and we just happen to work on cars."

—Tschanen Niederkohr