Dealership Service Advisors

[VTSummit]

My service writer is busy from before opening until after close. Fighting with aftermarket warranties, waiting for customers to call back and having to shuffle their car out so a tech doesn't stand around waiting for a customer to return a call about authorizing additional repairs or diag, then getting yelled at because people want everything for nothing or getting blamed that the brakes wore out sooner than the customer wanted.
It's a difficult job, to say the least- but they should get calls returned promptly. I always tell my people that I will return their calls if they are slammed.

[MrChrisLS3]

I'm kind of an outsider with an inside view. My older brother is a lead tech at a Cadillac dealership, has been for many years. So, I've spent a lot of time watching the behind the scenes view. It's really amazing to me how little people know about their cars, or how the system works.

People actually bring cars in for service because the CEL is on, the cars run like crap and need major engine repair, get mad, act like they are the only ones that matter and the whole world needs to stop and give way for them. And just won't understand that because they didn't change their oil for 30K miles, the engine is torn up.

So they don't call you back, when you think they should. Trust me, they have a customer in front of them all of the time. I don't know what be so unimportant that it only warrants a phone call, yet so important that they must drop what they're doing to return that call. If your car is having an issue, bring it in. If it needs to be towed in, call the dealership and tell whoever answers the phone. If that doesn't work, have it towed yourself and if warrantied, you'll be reimbursed.

Point is, if you want to be treated with respect and courtesy, be respectful and courteous. They are people, just doing a fast moving, stressful job, and really just want you to be satisfied. Understand the system, and have a little humility and know that you are not the exception, and it will go much smoother for you.

There is such a thing as "bad customer service", but there is also such a thing as "bad customer" service.

[Baba]

Originally Posted by MrChrisLS3

I'm kind of an outsider with an inside view. My older brother is a lead tech at a Cadillac dealership, has been for many years. So, I've spent a lot of time watching the behind the scenes view. It's really amazing to me how little people know about their cars, or how the system works.

People actually bring cars in for service because the CEL is on, the cars run like crap and need major engine repair, get mad, act like they are the only ones that matter and the whole world needs to stop and give way for them. And just won't understand that because they didn't change their oil for 30K miles, the engine is torn up.

So they don't call you back, when you think they should. Trust me, they have a customer in front of them all of the time. I don't know what be so unimportant that it only warrants a phone call, yet so important that they must drop what they're doing to return that call. If your car is having an issue, bring it in. If it needs to be towed in, call the dealership and tell whoever answers the phone. If that doesn't work, have it towed yourself and if warrantied, you'll be reimbursed.

Point is, if you want to be treated with respect and courtesy, be respectful and courteous. They are people, just doing a fast moving, stressful job, and really just want you to be satisfied. Understand the system, and have a little humility and know that you are not the exception, and it will go much smoother for you.

There is such a thing as "bad customer service", but there is also such a thing as "bad customer" service.

Maybe your brother works in Cadillac's service hell. My two dealers are never that busy except at opening time. Then again, my view point is skewed. I try to go off hours if I can't be there 30 minutes before opening.

[ZED SLED]

Originally Posted by ZED SLED

I send mine a text. She's 24 and smokin' hot and loves my car. Wants me to bring it in whether it needs service or not. Wish we weren't talking about the car, lol.

Forgot to mention, her name is Shelby

[MrChrisLS3]

Originally Posted by Baba

Maybe your brother works in Cadillac's service hell. My two dealers are never that busy except at opening time. Then again, my view point is skewed. I try to go off hours if I can't be there 30 minutes before opening.

Not really, it's just big dealership that also sells Buick and GMC. Also a top rated service dept in that area, so they get cars from everywhere. The "V" customers won't let anyone else touch their cars for the most part. Always see Corvettes in there as well.

[SIN R G]

Originally Posted by MrChrisLS3

There is such a thing as "bad customer service", but there is also such a thing as "bad customer" service.

This is exactly what I was thinking. If you have called and done nothing but bitch and bitch and bitch at them, it is possible that they are avoiding you because they know your going to do nothing but bitch.

[MrChrisLS3]

Originally Posted by SIN R G

This is exactly what I was thinking. If you have called and done nothing but bitch and bitch and bitch at them, it is possible that they are avoiding you because they know your going to do nothing but bitch.

That's part of it, true. But the real point is, if you go into a situation like this with your guns blazing, and already assuming the people are idiots and tell them as much, directly or indirectly, what you will get is the least it takes to shut you up and get you out of their face. It's human nature.

However, if you take the approach that they are people, just like you, and are trained professionals, and treat them as such, not only will they take more time to listen to you, they will be more inclined to actually care. They will want to go above and beyond to make you satisfied. Know the people you are talking to. Ask them their name. Ask them how they are doing. Start off with positive conversation then get to the issue at hand. Just as there is a fine art to providing great customer service, there is also a fine art to receiving it. Sure, in perfect world, we shouldn't have to use skills to get great service, but the world is not perfect, nor are they, or you for that matter. Trust me, in customer service, nice guys don't finish last.

The above statements re true about 95% of the time. Yes, every organization has some bad apples at given point. This is the point where instead of getting mad, you go up the chain to the service manager. Now, if that service manager is one of the bad apples, your best bet is to get out of there and go to another dealership. Simply because if the leader is a bad apple, the culture there is going to bad, and yes, that does happen. When this is the case, staying and fighting just becomes an excercise in futility.

[benji276289]

Originally Posted by ZED SLED

I send mine a text. She's 24 and smokin' hot and loves my car. Wants me to bring it in whether it needs service or not. Wish we weren't talking about the car, lol.

Can I get the address and phone number of your dealership?

[VTSummit]

Originally Posted by MrChrisLS3

That's part of it, true. But the real point is, if you go into a situation like this with your guns blazing, and already assuming the people are idiots and tell them as much, directly or indirectly, what you will get is the least it takes to shut you up and get you out of their face. It's human nature.

However, if you take the approach that they are people, just like you, and are trained professionals, and treat them as such, not only will they take more time to listen to you, they will be more inclined to actually care. They will want to go above and beyond to make you satisfied. Know the people you are talking to. Ask them their name. Ask them how they are doing. Start off with positive conversation then get to the issue at hand. Just as there is a fine art to providing great customer service, there is also a fine art to receiving it. Sure, in perfect world, we shouldn't have to use skills to get great service, but the world is not perfect, nor are they, or you for that matter. Trust me, in customer service, nice guys don't finish last.

The above statements re true about 95% of the time. Yes, every organization has some bad apples at given point. This is the point where instead of getting mad, you go up the chain to the service manager. Now, if that service manager is one of the bad apples, your best bet is to get out of there and go to another dealership. Simply because if the leader is a bad apple, the culture there is going to bad, and yes, that does happen. When this is the case, staying and fighting just becomes an excercise in futility.

Absolutely! This should be posted as a sticky note on every forum that exists.
If you are a cool and personable type, you will get better service and that is an absolute fact. If you are a jerk to me or my people, you will either wait longer, pay more or suffer some other consequences.

[MrChrisLS3]

Originally Posted by VTSummit

Absolutely! This should be posted as a sticky note on every forum that exists.
If you are a cool and personable type, you will get better service and that is an absolute fact. If you are a jerk to me or my people, you will either wait longer, pay more or suffer some other consequences.

For example, today I went into the dealership for an oil change. I'm at 4600 on this oil, and that's too long for me. I pulled in and the guy said I was past the cut off. They close at 3:00 it was 12:45 and they had a 2 1/2 hour wait. I put the blame on myself, said I knew I should have gotten up their earlier. I didn't get the oil change, but the writer gave me his card, and said if I can get in Monday ( I can) to call him and he'd get me right in. If I had argued with the guy, threw a fit or whatever, if I did get my way, I'm quite sure they wouldn't give the job a very detailed approach. Not saying they would've damaged my car, maybe just not wipe off the hand prints, or take a rag to any dripped oil. But I bet he would have more or less said 'tough sh#t' and it looks like we're booked up on Monday too.

[JLSuperfly]

Originally Posted by MrChrisLS3

For example, today I went into the dealership for an oil change. I'm at 4600 on this oil, and that's too long for me. I pulled in and the guy said I was past the cut off. They close at 3:00 it was 12:45 and they had a 2 1/2 hour wait. I put the blame on myself, said I knew I should have gotten up their earlier. I didn't get the oil change, but the writer gave me his card, and said if I can get in Monday ( I can) to call him and he'd get me right in. If I had argued with the guy, threw a fit or whatever, if I did get my way, I'm quite sure they wouldn't give the job a very detailed approach. Not saying they would've damaged my car, maybe just not wipe off the hand prints, or take a rag to any dripped oil. But I bet he would have more or less said 'tough sh#t' and it looks like we're booked up on Monday too.

I take it you did not have an appointment?

[MrChrisLS3]

Originally Posted by JLSuperfly

I take it you did not have an appointment?

An appointment for a quick lube oil change? People actually do that?

[JLSuperfly]

Originally Posted by MrChrisLS3

An appointment for a quick lube oil change? People actually do that?

Yep. My service advisor sets me up with an appointment so I get taken care of right away.

[Kawirocket674]

Originally Posted by MrChrisLS3

An appointment for a quick lube oil change? People actually do that?

Food for thought, an oil change service and a teeth cleaning take about the same time to complete yet everyone seems to think an oil change shouldn't need an appointment but would never think the same thing regarding their dentist.