Selecting the right Service Advisor (SA) is a critical performance driver, not a clerical task. According to expert Bill Haas (Auto Ignite Management), filling the role by default is a guaranteed path to failure.

Success demands a rigorous evaluation of the individual’s sales acumen and professional background. Haas is blunt: “It’s wrong to simply say, ‘They’re here, put them up there.’ That is a fundamental management error.”

The DNA of a high-performing Service Advisor is sales first. Key questions are: What are their sales skills? What’s their customer service background?

Converting a technician to an SA is risky. Haas emphasizes that the SA must take their technical proficiency and relegate it to a supporting role, focusing instead on mastering customer relationship management (CRM). “The technical knowledge we have has to really take a back seat to being a people person.”

Investment in training is mandatory. Don’t rely on observation; train them adequately to ensure their success. The behavioral profile is crucial: the best SAs are calm, patient, and excellent listeners.

If a talented individual is unsuited for the SA role, find him the right strategic placement for them elsewhere in your business.

Text credit: Adapted by Pierre Thériault

Image credit: ADOBE STOCK