When to add another service advisor?

[Jim Steele]

We're running with five techs and one service advisor. I help out when things get busy and for sick days and vacations. It puts a strain on both of us and we have trouble growing the business.

How do I make the case for adding another technician and a service advisor when the revenue to support those people is "on the come?"

[69mach1]

The real big problem is how much of a cut the current advisor is going to take when they start loosing customers because someone else is there???

[btk]

I would base the need for a new advisor on a few factors-
1-repair order count-15-20 a day per advisor-any more than that and you mightbe sacrificing customer satisfaction which can limit your ability to grow

2-Gross generated per advisor-40-60k service labor is typically the norm

3-Potential market-is there more business out there that you can go after but are limited because of staff

4-Are you open Saturdays-and are you maximizing Saturday service

Have a plan, besides work stress, on why you want to add an advisor-mores sales, more agressive in the tire business, express service -lof business.Be specific with the goals of the service department with a new advisor added and monitor and evaluate after 6 months. If it isnt working -be prepared to cut that new person loose. Make the new hire aware that you are adding a position that if no growth is seen-then it may only be temporary-maybe that will inspire the new hire to really conribute.

Alot of GM's dont hesitate to hire more salepeople if they think it is needed due to traffic counts- but service is kind of the same except people call for appointments -so based on staff you can control traffic counts but that doesnt mean you cant handle more traffic

[Old Irish]

I'm trying to figure out how tech pay enters in to the "hire another advisor?" decision.....

And, hey, if you presently have your dealer "over a barrell", we're just tickled to death for you. Let's see how long it lasts. Situations where either the employee or employer are held hostage are often short term and don't often have a happy ending.

Back on topic, I do agree that the dealer needs to protect the pay of the existing advisor. It makes perfect sense and is only fair.

Cheers
DD

[btk]

Chevytech,
Sorry for the psych 101 lecture . But dude,
you have the classic victim mentality, if you are not appreciated where you are at- take control of your own life and stop letting management make decisions for you. If you are good and confident as you feel you are-you can go anywhere and write your own paycheck. I can tell you from personal experience that as soon as I took control of my own life, I had a dramatic change in attitude, I have worked for only 3 dealers in 22 years but I interviewed them as much as they interviewed me when I was hired. If there was a lot of turnover or I did not like some of the things they said-I decided I wasnt going to work for those companies. When I felt that my previous employers were not able to fulfill my expectations for myself and career,I found new employment that gave me the ability to continue to grow and left on great terms with all these employers- but I never complained about how I was treated or what they did wrong- If I didnt agree with something I always had the ability and confidence to speak my mind and because I didnt have that victim mentality, the conversations were always mutually respectful.

I hope you find what your are looking for in your life, there are good shops that truly do things correctly and do appreciate employees and technicians,maybe its time for you to untie your boat and learn to sail on your own-attitude is everything.

Sorry again to everyone about the rant-way off topic!

[zekensted]

Coming from a similar size shop, I think you have to find a way to have two people in service. The second one can be a trainee, file clerk, warranty clerk, wash boy, oil changer, whatever...but you need a reasonably competent second body. When service gets a phone call and your advisor is on the phone seeking approval for a extended service contract repair, or when a little old lady needs some time to talk about her dead husband before she can authorize a repair, your advisor cannot be in two places at once. We currently are in the same position as you, and I have come to the conclusion that we do not load up the shop at times because the advisor just cant. So, my job is to find someone who can wear a couple of hats until the business is built up enough to handle 2 full time advisors.

[Parts Guru]

At our shop we increased staff and the business followed. When you can offer a better service the numbers tend to go up!

[gmoon]

It depends on the quantity of work per repair order. If he is writing 15 - 20 ro's a day with more than one line on each, then he has reached his limit. Add another advisor as soon as you add another tech.