Auto Dealership Service Dept. Relationships Need Repairs, from WardsAuto.
Repair work is needed to fix flawed communications between dealership service advisers and auto technicians.
That’s according to a Carlisle & Co. survey done in cooperation with 23 automakers. The consulting firm polled 20,000 technicians and advisers.
It’s complicated, Carlisle partner Harry Hollenberg says of the communications gap between the two groups that come from different backgrounds and get paid differently.
“From a technician’s perspective, the technician-service adviser relationship has a huge impact on satisfaction, retention, compensation and their ability to fix a vehicle right the first time,” he tells WardsAuto.
Asked to cite causes of the poor communications, each side blames the other. Technicians seem more miffed of the two. Fifty percent of advisers, who meet with customers and write up repair orders, say they are very satisfied with adviser-technician interactions. Only 27% of mechanics say the same.