Hmmmmmm…

Rhonda HiltbrandMotivation is what gets you started. Habit is what keeps you going. ~Jim Ryun

Like most people, my husband and I are always in a hurry.  We do, of course, make a point of being consistent about getting our vehicles serviced on a timely basis.  5,000 miles ago my husband was told his transmission fluid was getting dirty and needed to be flushed (exchanged) on the next visit.

He took his car in for its oil change and service last week.  Imagine his surprise when after the service was complete they told him the oil was changed, the air filter was still clean, all the fluids were in great shape and topped off and they specifically pointed out that the transmission fluid was very clean.

He looked at me and raised his eyebrows…saying with no words, “You have got to be kidding me!”

My recommendations from this experience to all technicians, service advisors and shop owners…

  • Never recommend a service that doesn’t need to be performed.
  • If you do recommend a service, at least write it down and remember to mention it on the customer’s next visit. This needs to be a habit!My husband’s trust was very bruised.   Hmmmmm…

Rhonda Hiltbrand
CEO
News Works Marketing


My Recent Experience With A Quick Lube

Rhonda HiltbrandWhen solving problems, dig at the roots instead of just hacking at the leaves. ~Anthony J. D’Angelo, The College Blue Book

Recently I had an overheating vehicle…on the weekend!  I needed it to be in perfect working order by Monday morning so…I debated taking it to the corner chain store or to a quick lube equally close by.  The quick lube won.

The young men there quickly took a look under the hood and then the equally fast diagnosis began.

            “You need a new radiator!” said one.

            “You need a new water pump!” declared another.

After much debate a manager returned from lunch and felt the hoses.  It was a hose.  It had a small slit-like crack underneath. The young men didn’t even feel the hoses and even I know that is the first thing to look at.

He ordered the hose…but it took three tries to get the correct hose delivered from an Advanced Auto Parts store.  It also took three hours to replace the hose and give my radiator a flush (or fluid exchange for those of you out west!).  I paid my bill and when I got home was amazed at how dirty the guys left my hood.  I took it to a car wash immediately.

A few days later I had a rather longer than normal drive to another state and thought I detected a kind of burning smell.  After my meeting I drove back to the quick lube.  Again…they gathered around and looked under the hood whispering and gesturing and finally said that the hose had not been clamped properly and the cap had not been put on correctly either.  It took about 45 minutes and I was given every assurance that all was well but they did ask me to drop by again in a few days so they could take another look…just to be sure. I did and all was declared well!

I had to take my car through the car wash again and wipe down my credit card that was extremely greasy.  Yuck.

The moral of this story is…even the most eager to please, enthusiastic quick lube employees (including the manager) will never be as good at diagnosing and repairing even the simplest of issues as a certified technician.

My suggestion to all of you…SHOUT IT FROM THE ROOFTOPS!  To be certified takes work, dedication and a strong desire to be the best!  You are the BEST!  Wear it proudly!

Rhonda Hiltbrand
CEO
News Works Marketing


You… The Indomitable Spirit

Rhonda Hiltbrand“Don’t get mad. Don’t get even. Get stronger, faster and more powerful. Fill yourself with knowledge and empathy and an indomitable spirit, because no one else can do that for you. In the end, it’s your life, your choice and your world. Give 110%, always.” — Apolo Ohno

As I have stated so many times in my Help Me Rhonda columns…the service advisor has an enormous role in the business! You are the face of the business to your customers…you are the middleman/woman between the counter and the technicians. Everyone depends on you!

Sometimes I am sure that is a burden to you… especially when you take the brunt of the wrath of an unhappy customer who is positive that the technician messed up on their car repair/service. Through it all, stay positive. How?

• Always be polite to the customer.
• Remember… you know more about auto service/repair than the customer ever will… you are an authority on the subject!
• If the techs really did mess up, you know the best way to soothe the customer and give the tech a pep talk on doing it correctly this time!
• You have chosen this occupation … this career… because you love it! You are the very best at what you do!
• You take training classes or sign up for online service advisor blogs because you always strive to learn more in order to be more!

You are the best and you do give 110% each and every day! Be proud of who you are and what you do! It is a gift!

Rhonda Hiltbrand
CEO
News Works Marketing


It’s Not Only What You Do That Matters…It is How You Do It!

Rhonda HiltbrandCustomer service is not a cost center. Customer service is a
competitive advantage that can make or break a business.

— Alex McClafferty, writing at Forbes

Being a service advisor is all about customer service. If you have natural empathy for your customers you have a great head start…if not it is time to look inward and then brush up on how to relate to your customers’ feelings.

We’ve all been waited on from time to time by a person who acts in one of the following ways:

• Bored
• Physically they are standing across the counter from you but mentally their mind is elsewhere
• Grouchy
• They obviously do not like their job

I saw a sign in an office the other day and it made me laugh, but really sometimes the customer can feel this way about dealing with counter staff.

If you are grouchy, irritable, or just plain mean, there will be a $10 charge just for putting up with you!

They may want an additional $10 deducted from their invoice for putting up with this type of counter staff.

Sometimes it is hard to be on your best game every day…but as you usually only see your customers a few times a year…for the sake of the company you work for…always be your very best. If not, you may lose a customer forever.

Rhonda Hiltbrand
CEO
News Works Marketing