Service Writer

The Service Writer has one of the most hectic, and most important, jobs in an automotive dealership. They are the dealership’s point-of-contact employees, the link between the dealership and the customer.

Since the Service Writer is often the first person that a customer meets when they are bringing their vehicle in for repairs or service, it is imperative that they be perceived as professionals that can satisfy the customers’ needs.

The customer’s image of the dealership as a whole is primarily based on their interaction with the Service Writer. This means that they can make a big impact in sales revenues very quickly. Service Writer promises the customer a fair price, an accurate time of completion, complete satisfaction - and they have to make a profit at the same time.

Remember: in business, image is everything. Your customers will make assumptions about you based on your image. These assumptions will, in turn, influence the way the customer responds to you during the business transaction.

Service customers today have high expectations. They can be demanding. They are aware of quality issues. They are cost conscious. They are willing to express themselves if their expectations have not been met. If we don’t meet or beat their expectations, we give that opportunity to someone else who will be able to satisfy our customers’ wants and needs.

Today, providing quality service simply isn't a choice, it's a necessity for any dealership that wishing to remain economically viable. Service Writer must, therefore, be educated about balancing the needs of the dealership with the needs of the customers.

Click here to learn more about our Service Advisor training