My car is one of 2.5 million that are targeted for a recall. When I received the notice, I had no clue as to what a “low-density impeller” was or did — but my dealer’s service advisor was able to explain it to me in a way that I could understand. I’ve come to rely on my service advisor as an invaluable translator — he speaks “car” which is a foreign language to me.
I use the analogy of a service advisor in training for other customer-facing positions. In order to help me, the service advisor has to understand how the vehicle works in enough detail to explain it. They must know in depth what the mechanics do — without necessarily having the ability to do the work themselves. The service advisors are far more than just relays; they must know the questions to ask, what likely scenarios are, and how to interpret the results of the diagnostics and mechanic’s work. They have to be competent communicators in both directions: speaking with the mechanic in technical terms and speaking with the customer in empathetic but plain language.
Too many service providers see themselves as clerks — responsible for just processing transactions. But to truly provide service, those in that role need to have a solid understanding of the system in which they work. It’s not enough to merely check someone in at the dealership. True service comes from knowing enough to read a technical recall notice and then tell the customer that a low-density propeller is part of the fuel pump, and if it was his wife’s car he wouldn’t worry about her safety if she drove it until it was fixed.
