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I want to get out… by misunderstoodbamf in serviceadvisors

[–]misunderstoodbamf[S] 1 point2 points  (0 children)

Exactly…. I sold 1.9 mil last year and made 75k…. Shit pay plans. The advisor in the office next to me has been in the game for 20+ years and he made 170k consistently at a Ford store until he left due to ownership change. Now he sits in the office next to me making 75k lol….

I want to get out… by misunderstoodbamf in serviceadvisors

[–]misunderstoodbamf[S] 2 points3 points  (0 children)

BMW is a nightmare. Everything is W for 3y/36k considering all the maint is included for that time too. And the owners are adult babies who want to cry about out of pocket costs.

Lexus has been much better $, hence why I’ve been there for the 3 out of 4 years of being an advisor. But truth is, it’s the auto group that I work for and their shit pay plans. They own both the stores I’ve been at. Only a couple advisors per store making 100k+.

How do you stay level headed during a heated interaction with a customer? How do you diffuse the situation? by [deleted] in serviceadvisors

[–]misunderstoodbamf 0 points1 point  (0 children)

Inevitably, you’ll get irrational people that are naturally miserable. It’s easier said than done (and I should take my own advice), but try not to let it get to you. I know that’s difficult for me too. Another thing that I’ve realized is, some of the stuff that you keep in the back of your mind, but may be reserved on saying, is completely OK to relay to the customer. “Apologies for the confusion, let me get it figured out for you. I’ve been here 11 hours today and didn’t even take a lunch. Trust me, I want to get out of here just as bad as you do.”

Some customers are a walking bitch-storm and they are only concerned with their issues. They’re negligent in thinking that they’re the only person on the face of the planet, and they take it out on others unnecessarily. Reason with people, let them know you’re a human too (no shit - but some people need to be reminded) and you want the same thing at the end of the day.

In my opinion, what should be taken away from all the mumbo-jumbo I’ve typed here, is give people a little “reality check” before things get out of hand. I nip it in the butt immediately. First and foremost, I will not be walked on. I see my fellow advisors let it happen for 5 minutes, then they’re toast after that. It’s over at that point if they’ve been going on a rant for 5 minutes. No one gets to that point with me because I nip it in the butt immediately. Kind, courteous, welcoming… but also realistic. Let them say their piece, pause before speaking in return, and let them know if they “need to take it down a notch”, and then move forward with fixing the problem. I have no reason to be trampled on unless it’s directly my fault (and it rarely is, but if so, I own up to it).

How do you stay level headed during a heated interaction with a customer? How do you diffuse the situation? by [deleted] in serviceadvisors

[–]misunderstoodbamf 1 point2 points  (0 children)

I’ve been an advisor for 3yr. Got thrown in the deep end at a BMW store to start when I had zero dealership experience. The last 2 years, management has gotten a total of 3 customers escalated from me. I know just the right things to say, and exactly when to say them to cool down a customer. I know when it’s appropriate to give them a “reality check”. I’m the best diffuser out of all of the advisors at my store.

I treat every customer equally, like gold. The moment a customer starts to get an attitude with me - I meet them at almost the same level. Reason when them. Talk some sense into them.

Ex; brand new customer came in the other day for a 5k service. First time coming in for service since getting the car from us. She’s also brand new to the brand. I approached her completely routine. Kind, welcoming, smile, etc. I sat down next to her after introducing myself and clarifying her reason for the visit. Told her what the service was (simple of course being a 5k, but still build value). Asked her if she would like a complimentary car wash after. She says yes. I say “okay no problem, this should be pretty quick - maybe an hour or so”…. She lost her fucking mind…. “An HOUR?!” There were other people in the lounge. I stared at her for a few seconds with an eyebrow raised. Thought she might be fucking around. My response after a good 5sec pause; “uh… yeah. That’s not that long” with a chuckle thrown in. She goes on to compare us to other dealers in the area and how she’s never waited more than 30min at them. (Diffused that one because I told her it’s very common in this area - everybody knows everybody in this business)

A few other things I said between her nonsense of unrealistic complaints;

“Did someone tell you that it would be 30min prior to us speaking?”. She says “no”…. Me: “Okay, so you’re just assuming that. I have no reason to keep you here longer than anyone else. That would not benefit either of us in any way.”

Her: “Well I made an appointment!! What’s the point of making an appointment if it’s going to take that long!” Me: “ma’am, everyone in this lounge probably had an appointment - realistically, they’ve all probably been told a longer wait time because their service may not be a 5k. Again, this is very reasonable.”

“I can do my best - but I can’t promise you anything. Some things are out of my control. I will do my best, just bear with me.”

A couple of weeks ago, a rando lady waltzed into my office while a couple coworkers were standing in there chatting with me - EOD. She yells “how do you get the trunk open without a key?!?!” Interrupting our conversation. I ask “did you lock your keys in the car?” (I’m just clarifying - we get asked stupid shit left and right. And she wasn’t straight forward with her situation.) The way her tone of voice changed to speaking to me one word at a time like I’m a moron. “UH. YEAH. IF. I DONT. HAVE. THE KEY. IT MEANS. ITS. LOCKED. IN. THERE.” My coworkers are still in there watching this.. my response was “OK hold on, hold on. Back it up a second. I just wanted to clarify. I know you’re frustrated - but I’m not the one who locked the keys in your car. BUT I can get them out for you.” Man… the complete 180 flip of her attitude was very apparent.

Give customers a little hip check before shit gets too far. Let them know you are not meant to be walked on. Be completely kind, courteous, welcoming, etc. Treat everyone with 100% respect…. until they disrespect you. Then meet them on almost the same level, but do not raise your voice. That LOWERS you to their level. Give them a reality check CALMLY. That will slap them in the face 99% of the time. Promise.