Service Advisor Jake Schiaffino could sell.
What he wanted was to better understand technicians and really be able to target the needs of his customers and help educate them. When his boss approached him about a unique service advisor training opportunity, he was all for it.
Technical Understanding and Live Role Playing
Though full of drive, Schiaffino did not know what his career path looked like. Like many other service advisors, he lacked the technical understanding and confidence to overcome certain objections to make him feel like he was growing and moving forward in his career.
By learning to understand repair orders through the perspective of mechanics, in addition to learning better information gathering, understanding vehicle symptoms and causes, the importance of proper documentation, scheduling, and more- Schiaffino got exactly the push he needed to feel he was on the right career path with the right organization.
“The opportunity to learn the technical aspect and test new skills with live role-playing, along with better talking points with technicians is why I’m now confident that I will be able to perform at a higher level,” explained Schiaffino.
Strong Career Path
Lack of technical knowledge and ability to understand techs to truly educate customers is lacking from a career path as a service advisor.
This is one of the most common reasons advisors leave the industry, second only to the feeling management does not care about or have the time to prioritize furthering their career.
Schiaffino attended Matrix Trade Institute’s live Service Advisor training and thrived in the simulated shop environment, where real RO’s, DMS interface, and technician communication are used throughout.
Mistakes are safe and expected, and repeated role-playing leads to a better understanding of the proper processes and procedures required to assist and educate customers. Matrix’s technical spin with real-world obstacles and objections is leading the way with a modern approach to help businesses retain and grow service advisors.
“I have seen so much growth in myself from this service advisor training. I cannot thank my manager enough. I know other service advisors, auto body techs, and mechanics, and I cannot wait to tell them about this type of training. It is awesome,” Schiaffino said.
Schiaffino and his boss are believers. The proof is in the numbers.
“Jake is a different guy after the boot camp. He has been getting the job done and attacking all the issues at hand with a whole new attitude and significantly more hours per RO. He has gotten so much out of it,” Don Asher, GM at Germain Honda of College Hills said.
Matrix has trained over 300 advisors to date and consistently produces an increase of at least two-tenths of an hour per repair order.
That is math that adds up quickly, and the efficiency and benefit to shop culture are added bonuses that are important to everyone’s bottom line.
About the Matrix Trade Institute:
The Matrix Trade Institute, based in Beachwood, Ohio, is an OSBCC-approved career college and a specialized school for Automotive Mechanics and Collision Repair Technicians. MTI’s accelerated 20-week, 80% hands-on approach and efficiency training model is designed to create productive entry-level mechanics and technicians who have the skills that employer demand. MTI’s blend of modern technology, hands-on training, and operation repetitions ensure confidence and efficiencies that are critical to success and growth with employers.
MTI also serves industry employers with its innovative Upskill Efficiency Bootcamps that provide existing mechanics, technicians, and service advisors with next-level training to build and improve production-based skills and efficiency techniques to become more productive and grow. MTI’s Efficiency Bootcamps are paid for by employers who want to provide a faster, more complete career path. This effective training and retention model gives employers that want to revitalize current techs, retain their services, and help them grow into highly productive mechanics, collision technicians, and service advisors for the mutual benefit of the employee and the organization that benefits from their loyalty and increased production.