Service Advisors as Cashiers ?

[chrabo]

I concur with Scott. I just read in Dealersedge about dealers in Texas and in New York where they have scammed the dealership for millions. While it may not be as lucrative, a clever Advisor that writes the RO's and gets the cash can move alot out the door very quickly and since most Parts stores only do an annual physical, that would give them almost a year to rip you off. I'm totally against it.

[Old Irish]

No, not a cost reduction at all.

We are considering some remodeling which changes the logistics of things.

We DO need the advisors to have more face-to-face interaction with the customers---I can't disagree with that specific aspect. It is too easy for them to send a customer to the cashier without any interaction. So, it came up that "now might be the time" to make this operational change.

I appreciate the good input.

My thanks
DD

[69mach1]

It's a very good concept, it is no different than what the sales department does. "DELIVERY" finalize the sale with the customer to many times you see the receptionist tring to explain a repair.
we have been doing this for years the only exception the cashier takes the money but the service advisor has the keys and a copy of RO. for the extra $ in paper work it has made our line 16 question come back with completly satisfied. if the advisor is free he will also take the money, i will somewhat agree with scott im not worried about theft we are more worried about just plain screwing it up.

[gordyw]

Ridiculous in my eyes. Would your GM or dealer ask the new and used car sales force to be the cashiers and take care of all the money when they sell a vehicle? Doubt it. Alot of GM's and dealers have tunnelvision for the importance of the gross profit generated by the service advisors. Have them add up how may sales people and sales of new cars it takes to equal the same gross a service consultant generates. Have the dealer alook at the financial statement and compare gross to gross service dept vs sales department. Service will blow them away in most instances. Funny how advisors are always asked to take on new responsibilities. I've heard it all in the past, explain the surveys, road test all the vehicles with the customer, qc all vehicles before they leave etc. Why are the service advisors employed? One reason sell service and parts to generate gross profit. Same reason they hire car salesman. Sell, Sell, Sell, Sell. What else is there to say?

[topshop]

While it may not be prudent to completely eliminate the cashier position, the system of having the customer simply show up at the cashier window to pick up their car is a lousy one and gives independents a huge advantage over the dealers.

I'd also think that in today's environment with modern software, security cameras, etc the odds of theft should be dropping rapidly.

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Tom Ham
AutomotiveManagementNetwork.com
Hams Management Systems

[bigfootlives]

gordy i wont argue with you but the gentleman with post below you can tell you all about how to treat the customer,
when the customer picks up the vehicle pays the cashier and asks what did they do and gets that deer in the headlite look, they go to him. the independent garage where the owner meets greets him and collects from him , i dont know about you when i drop 1000.00 bucks someplace i kinda like a handshake and have a good day. so if your service advisors are to busy just remind who really pays the wages the customer

[chevy24]

At our dealership we tryed the advisors as part-time cashiers, during lunches etc. and found alot of discrepancies with the drawer. Now our warranty adminstrator and cashier are one in the same. So far this is working out well. However, the customer goes to the advisor first for the explanation of repairs and survey etc. then the advisor escorts the customer to the cashier, avoiding any miscommunication.

[frankslone]

we have the service advisors acy as cashiers as well and it completes the relationship with the customer. It's the only way to go, because it makes the service advisor responsible for "all" of his/her actions and can answer all of the questions

[bonanzapilot]

I had advisors cashiering since early 2001. There was a lot of resistance at first, but working through the bugs, it has been great. Customers can interact with the advisor about the repairs, and the questions about RO's are addressed immediately. I am all for it.

[change OK]

I must say it is a GREAT IDEA..for those worried about money handling..Try step one..have your cashier(s)/booker print the repair order deliver it to the advisor minus the accounting copy(s).Have your customer see the advisor to pick up the vehicle and walk customer and ro to the cashier.The results are huge.