Intuitive’s Post

💡 Knowledge and skill are two different things! 🤔 So let’s apply that concept to automotive… ▪️Service advisors. When starting out typically won’t have much technical knowledge yet, and that’s ok. This phase is all about learning the job, the industry, the procedures, and focusing on customer service skills. As the advisor progresses, they should be picking up technical knowledge along the way as part of their career progression. ▪️Technicians. When starting out will in some cases, especially the ones who went to a tech school, possess some technical knowledge but very little skill yet. And that’s ok. This phase is all about learning the job, the industry, the procedures, and focusing on those technical skills. As the technician progresses, they should be picking up additional technical knowledge through their improvement of skill along the way as part of their career progression. 🤔 So what’s the point? Service advisors are encouraged to gain technical knowledge about the various concerns, causes, corrections, and systems as whole, to help them educate their customers. Technicians are encouraged to grow their skills in conducting the various tasks such as diagnostics, repairs, tear downs, and etc, to help them progress their careers and abilities forward. So the objection that service advisors possessing technical knowledge isn’t ideal as they would just be a technician at that point isn’t all that well founded. ✅ This is because of the element of skill, which our technicians work years to obtain and hone. Thankfully for us at that! —— I’m Chris Craig. I create daily educational and coaching content for automotive employees. TikTok: https://lnkd.in/eMMVEWpC YouTube: https://lnkd.in/eTmW3WPS #serviceadvisor #technician #servicemanager #fixedops #learninganddevelopment #teambuilding

💼 "Choose Your Customers Wisely! 💅 Set boundaries, attract loyalty, and avoid frustration as a new technician. Ready to level up? Watch now! 📈❤️ #BusinessTips #EntrepreneurLife #SalonSuccess #ClientBoundaries #CustomerService #BusinessAdvice #TechLife #ProTips #SmallBusiness #LevelUp"

The Bottom Line is this. Improving the performance and engagement of technicians in an automotive workshop DEMANDS that we address the underlying beliefs, values, and culture of the business AND the people, NOT just focusing on Technician skills. Further, Technician Retention requires a two part solution - the business (and management) needs to become "retention worthy" that is aligned with values that are congruent with those of technical professionals. We know when workshops achieve this because they move beyond being fixated on money and "paying" technicians, to authentically rewarding, resourcing, and recognizing their technicians. Technicians also need to become professionals and "worthy of being retained." This requires an upgrade not just of skill but of their internal resourcefulness. Skill alone doesn't make one a "professional" And this - the internal resourcefulness - is the piece that we're missing. #automotive, #automotiveaftermarket, #FixedOperations,#skillsshortage, #theresourcefultechnician

Why Every Automotive Technician Should Experience the Role of a Service Advisor The responsibilities of service technicians have evolved to encompass not only technical expertise but also a focus on customer care. This is particularly true for mobile technicians who deal with customers directly. In today's market, customer service is just as important as technical knowledge. Therefore, technicians should consider becoming service advisors to better understand the repair business's inner workings. The Value of Cross-Training: In automotive service and repair, understanding the importance of every position in the service department is crucial. One way for technicians to gain this understanding is through cross-training, specifically, having technicians work in the role of a service advisor. Enhancing Customer Service Service advisors are the bridge between customers and technicians. Apart from translating complex technical jargon into simple language that customers can easily understand, they must also have good salesmanship skills. Whether convincing friends to join a weekend barbecue or persuading a client to choose your shop for a transmission overhaul, it all comes down to the art of persuasion. Salesmanship is the key to unlocking opportunities. It's not just about selling services; it's about building relationships, winning over customers, and earning positive reviews on Google. Technicians who step into this role learn how to communicate more effectively with customers, enhancing the overall customer service experience. They also get to learn the art of salesmanship. Building Interpersonal Skills Service advisors interact with a diverse group of people daily, from customers to team members. They gain the knowledge and interpersonal skills required to work with warranty companies to get warranty repairs approved. Additionally, they learn the essential social skills necessary to facilitate interactions between everyone in the service department. Technicians can improve their interpersonal skills by working in this role, enhancing team dynamics and customer relationships. Gaining Business Perspective Understanding the business side of a service department is another advantage of this cross-training. This understanding includes the impact of customer service on client retention and repeat business. Technicians can appreciate the challenges of getting repair orders approved without customer objections and the significance of effective labor rates and gross profit. With this broader perspective, technicians can contribute to improving business practices and outcomes. #NADAshow #NADA #fixedops #autorepair #fixedoperations #servicemanager #technician #technicians #automotiveindustry #serviceadvisor #mechanic #fixedops #automotivetechnician #dieselmechanic #dieseltrucks #customerservice #TechnicianTalk

💡 Why is it: Technician vs Advisor vs Customer? 🤔 How about: Tech & Advisor for Customer? If the technician and service advisor can work together as an efficient team, they both see higher levels of success. And the customer sees higher levels of satisfaction. Sure, it will take: ▪️ Communication ▪️ SOPs ▪️ & General Teamwork But those things are not hard to achieve! Something as simple as the technician conducting the MPI first helps tremendously. Also the advisor making additional recommendations while the technician does the pre-sold work on the RO also makes everything so much more seamless. ✅ Just start working on those two first steps and fill the gaps along the way! Check out my FREE report “Needs Analysis Summary: Technician Training” that aims to shed some light on the technician shortage with REAL data from 11 automotive industry experts and 804 automotive professionals. Here is the link: https://lnkd.in/gBXCwdHh —— I’m Chris Craig. I create daily educational and coaching content for automotive employees. TikTok: https://lnkd.in/eMMVEWpC YouTube: https://lnkd.in/eTmW3WPS #serviceadvisor #technician #servicemanager #fixedops #learninganddevelopment #teambuilding #leadership #technicianshortage

How do I find a service technician? How do I find a specialist with the required regulatory qualifications in a remote location when I don't have enough equipment in the field to either hire one or be relevant to large service companies?     🔍 The search for a needle in a haystack: How do I find suitably qualified service technicians for my medical device? 🔍       When the number of devices in the field is insufficient to justify hiring a dedicated technician or attracting the attention of large servicing companies, turning to specialized service providers like Kalms Operations can be the key to success. Kalms Operations offers access to a network of highly trained and qualified service technicians, ensuring regulatory compliance and peace of mind for your medical device servicing needs.       Don't let the search for qualified service technicians overwhelm you. Trust Kalms Operations to connect you with the expertise you need to keep your medical devices running smoothly and your patients safe.        Contact us today to learn more about our comprehensive servicing solutions. 👉🔗 https://lnkd.in/dxTP5nPm       #MedicalDevices #ServiceTechnicians #RegulatoryCompliance #RemoteServicing #Kalms  

💡 Respect your customers TIME! 🤔 AND of course your technicians time… Walk in customers, I’m certain that most service facilities will have a policy on how to handle them. Regardless of if yours does have a policy or does not, there is a good lesson to speak about in professional curiosity and communication when dealing with this situation. For example, say you recommended brakes to your customer yesterday. Your customer said maybe another time. The next day your customer shows up, unannounced as a walk in, and says they now want the brakes replaced. 🤔Should you write them up? 🤔Should you allow them to wait? 🤔Should you reschedule? All good questions to consider. I recommend asking them to your technician. If your technician is swamped with work, then maybe reschedule. If your technician is a little slow at the moment or is wrapping up a job, then maybe write them up. ✅ The key is this: Ensure your customers time is respected properly by communicating effectively with your technician as these situations arise. Check out my FREE report “Needs Analysis Summary: Technician Training” that aims to shed some light on the technician shortage with REAL data from 11 automotive industry experts and 804 automotive professionals. Here is the link: https://lnkd.in/gBXCwdHh —— I’m Chris Craig. I create daily educational and coaching content for automotive employees. TikTok: https://lnkd.in/eMMVEWpC YouTube: https://lnkd.in/eTmW3WPS #serviceadvisor #technician #servicemanager #fixedops #learninganddevelopment #teambuilding #leadership #technicianshortage

💡 Take care of your new hire technicians! 🤔 I’ll be speaking about this at NADA… I conducted extensive research into automotive technican training needs, deficiencies, and retention issues. I began this process by interviewing 11 industry experts ranging from fixed operations directors, to shop owners, to shop foremans, and to a professor of automotive technology management. I used the responses obtained from my questions to these 11 experts to decide which response options would be available for the same questions asked on a survey I created to collect data with. 804 voluntary responses were recorded on the survey in just 13 days. The 804 automotive professionals come from dealerships, independent shops, some technical schools, and more. They hold professions such as technician, maintenance technician, service advisor, service manager, general manager, shop owner, automotive instructor, and more. I spent weeks going over the data, breaking it down in different ways, studying the results, and interpreting meaning. The result is my robust white paper: “Needs Analysis Summary: Technican Training.” I truly believe the data discovered from these 804 automotive professionals can in large part lead to solving the technician shortage and retention issue. I aim to do just that with my next few projects. I’m also happy to say that I will be deep diving into this data at NADA during my dealer learning lab session where I will be speaking this January! Check out my FREE report “Needs Analysis Summary: Technician Training” that aims to shed some light on the technician shortage with REAL data from 11 automotive industry experts and 804 automotive professionals. Here is the link: https://lnkd.in/gBXCwdHh —— I’m Chris Craig. I create daily educational and coaching content for automotive employees. TikTok: https://lnkd.in/eMMVEWpC YouTube: https://lnkd.in/eTmW3WPS #serviceadvisor #technician #servicemanager #fixedops #learninganddevelopment #teambuilding #leadership #technicianshortage #nada

🌟 Shoutout to All Service Technicians! 🌟 As service technicians, we know the unique challenges and rewards of our profession. Every day, we tackle complex problems, provide top-notch customer service, and keep the wheels of industry turning. It’s demanding work, but it’s incredibly rewarding knowing we make a real difference. I want to take a moment to recognize and celebrate the amazing work of my fellow technicians. Your dedication, expertise, and resilience are truly inspiring. We don’t just fix equipment—we build trust, create solutions, and drive success for our clients and companies. Each service call is an opportunity to showcase our skills and commitment. Let’s continue to embrace these opportunities with enthusiasm and pride. Stay motivated, stay curious, and keep pushing the boundaries of what’s possible. Together, we are not just meeting expectations—we are exceeding them. Let’s support each other, learn from each other, and continue to elevate our profession. Here’s to many more successful service calls and satisfied customers! 👏 #ServiceTechnician #Motivation #Inspiration #TeamWork #CustomerService #ProfessionalGrowth #ExcellenceInService

💡 Set your technicians up to succeed! 🤔 If they fail, we all fail… Customer concerns. They come in many shapes and sizes. Some customers can articulate a clear description of what their vehicle is doing wrong. Other customers… need some help. A clear description of the vehicles fault or concern is critical for a technician to succeed. The first thing a technician will want to do with most any concern is verify it. This means the technician will want to experience precisely what the customer is concerned about. This means driving and operating the vehicle the same way and in the same conditions as the customer. Driving at specific speeds, turning in a certain direction, going down hill, driving in the rain, diving with a hot or cold engine, and so on. Absent this information, a technician will have a very difficult time verifying any customer concern, which results in a lot of wasted time for all involved. So as a service advisor, it is essential to ask good questions at check in. How long has this been happening? Does it happen all the time? Does this happen only in the morning, or at specific speeds? Etc. Additionally this information helps to set better expectations with customers. Intermittent concerns take much longer to verify, so turn around times can vary. ✅ It is best for the advisor to ask questions as if it’s the advisors job to get behind the wheel and verify the concern themselves. This helps the advisor to think like the technician and ask those good questions. Set your technician up to succeed! —— I’m Chris Craig. I create daily educational and coaching content for automotive employees. TikTok: https://lnkd.in/eMMVEWpC YouTube: https://lnkd.in/eTmW3WPS #serviceadvisor #technician #servicemanager #fixedops #learninganddevelopment #teambuilding #leadership