When Service Advisors Put Technicians First, Everyone Wins
About this episode
Rena Rena-Bom shares insights on elevating the service advisor role by prioritizing technicians, improving communication, and enhancing training. She discusses her coaching approach that focuses on leadership buy-in, technical education for advisors, and fostering strong technician-advisor relationships to boost productivity and customer satisfaction. The conversation also covers challenges like understaffing, the misuse of KPIs, and the importance of proactive customer communication. Rena emphasizes that putting technicians first can lead to higher sales and better shop efficiency, while highlighting the need for human connection despite increasing automation.
Rena Rennebohm, CEO of Empowered Advisor, shares why shops thrive when service advisors put technicians first. With years of experience coaching advisors, Rena explains how stronger collaboration between advisors and technicians leads to better shop culture and performance. She also dives into challenges such as high service advisor turnover, the lack of respect advisors often face, and why she believes nearly 50% of shops are short-staffed at the front.
Check out the full video version of the podcast on YouTube!
About the Episode
- Host: Jay Goninen, WrenchWay, [email protected]
- Guest: Rena Rennebohm, Empowered Advisor, [email protected]
- Sponsor: Jasper Engines & Transmissions
Links & Resources
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About WrenchWay:
- For Technicians & Students: wrenchway.com/solutions/technicians/
- For Shops & Dealerships: wrenchway.com/solutions/shops/
- For Instructors: wrenchway.com/solutions/schools/
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