{"id":57,"date":"2018-01-05T08:56:27","date_gmt":"2018-01-05T13:56:27","guid":{"rendered":"https:\/\/www.profits4dealers.com\/blog\/?p=57"},"modified":"2018-01-05T08:56:27","modified_gmt":"2018-01-05T13:56:27","slug":"service-advisors-should-they-also-be-cashiers","status":"publish","type":"post","link":"https:\/\/www.profits4dealers.com\/blog\/?p=57","title":{"rendered":"Service Advisors – Should They Also Be Cashiers?"},"content":{"rendered":"

With the demand to trim expenses, more and more Dealerships are looking to the Service Advisors to Cashier their own Repair Orders.\u00a0 Assuming the Cashier isn\u2019t doing many other duties, such as filing, warranty processing, etc., then here are four reasons to consider changing the way you\u2019ve done it in the past:<\/p>\n

    \n
  1. Free up Personnel Expense for another <\/i><\/b>commissioned Service Advisor.<\/li>\n
  2. Increase Customer Retention and Improve CSI.<\/li>\n
  3. As a bi-product of #2 you\u2019ll increase your sales and profitability.<\/li>\n
  4. If the Advisors have to speak to the Customers to finish the transactions this will force Service Advisors to perform some variation of an \u201cActive Delivery<\/b>\u201d (A term we use to loosely describe how the serviced vehicle is returned back to the Customer\u2014similar to the Vehicle Sales Department delivering a New or Used Vehicle).\u00a0 The Sales Department DOES NOT RELY on the Title Clerk to review the paperwork with the Customer, so the Service Department should not rely on the Cashier to review the Repair Order, Multipoint Inspection, and Manufacturer\u2019s Survey with the Customer, either.<\/li>\n<\/ol>\n

    If you think your Service Advisors are doing a good job on the telephone reviewing the work done to the vehicle, and that alone is a sufficient Active Delivery, stand by the Cashier from 4 P.M. to 6 P.M. and listen to the Customers\u2019 questions.<\/p>\n

    If the Cashier is paging your Service Advisors to explain what was done to the vehicles; or worse, attempting to explain the repairs him or herself, then you first need to train the Service Advisors on how to do an Active Delivery.\u00a0 Please call us at 877.316.7418 if you want a written process.<\/p>\n

    Your Service Advisors need to perfect the Active Delivery Process before you make a change.\u00a0 If you have a good CSI score, this will make it better!\u00a0 It will also make a bad CSI score worse.\u00a0 Please <\/i>don\u2019t punish the Customer because you want to cut some Personnel Expense.\u00a0 This is your opportunity to put your Service Advisors in charge of their Customers from start to finish.<\/p>\n

    To begin, each Service Advisor will need his or her own credit card machine.\u00a0 There aren\u2019t many cash transactions in the Service Department, so there can be a centralized cash drawer, perhaps at the parts counter or somewhere secure.<\/p>\n

    Managers need to check the Exception Report (CDK: REX, R&R: 3619), if available on their DMS, every<\/b> day<\/b>, looking for changes to invoices.\u00a0 As a final safeguard, any changes made to an invoice after it is finalized should ONLY be done by the Manager.\u00a0 The Customer needs to be there when the change is done!<\/p>\n

    When done properly, eliminating the Cashier position and training your Service Advisors will improve your Net Profit, your CSI and improve the Advisors\u2019 Client retention.\u00a0 It\u2019s a win-win-win for you, your Advisors and the Customers!<\/p>\n

     <\/p>\n","protected":false},"excerpt":{"rendered":"

    With the demand to trim expenses, more and more Dealerships are looking to the Service Advisors to Cashier their own Repair Orders.\u00a0 Assuming the Cashier isn\u2019t doing many other duties, such as filing, warranty processing, etc., then here are four reasons to consider changing the way you\u2019ve done it in the past: Free up Personnel […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,6,1],"tags":[],"class_list":["post-57","post","type-post","status-publish","format-standard","hentry","category-dealership-best-practices","category-dealership-service-department","category-general"],"_links":{"self":[{"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/57"}],"collection":[{"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=57"}],"version-history":[{"count":1,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/57\/revisions"}],"predecessor-version":[{"id":58,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/57\/revisions\/58"}],"wp:attachment":[{"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=57"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=57"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.profits4dealers.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=57"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}