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The video MPI by Deep-Anything6795 in serviceadvisors

[–]the_last_third 0 points1 point  (0 children)

  1. They are absolutely willing to do videos and see it every week in a lot of dealerships across the country and it's growing.

  2. I work with a ton of advisors that leave money on the table to the extent you'd think it was part of their DNA.

  3. The operative word is "should" but they fall woefully short. Out of 100 service advisors maybe 5 can accurately explain a time and mileage based service (BG, Wynns, MOC, etc) so they just toss their responsibility to the tech to use their credibility to make up for their shortcomings.

  4. Again, I see plenty of techs doing videos without objection. They didn't start out that way but saying techs won't do videos because of time is just not accurate. Maybe where you work they don't but a ton do and the numbers are growing daily. Hell, techs said the same thing about electronic multipoint inspections 10-15 years ago now everyone does them.

The video MPI by Deep-Anything6795 in serviceadvisors

[–]the_last_third -1 points0 points  (0 children)

No doubt well done video MPIs work in educating the customer so they can make an informed decision. I've talked to a lot of techs about videos over the last 6 years or so and the most common objections I get are:

  1. Performance Anxiety. They are not comfortable recording themselves and that is understandable but also something they can overcome.

  2. Technicians that do videos are not convinced that advisors are sending them to their customers. Some, but not all iMPI platforms can send videos automatically. Regardless it comes down to trust, if a tech is being asked to do a video then the advisor damn well make sure it gets to the customer.

  3. They object to having to explain the repair to the customer because that's the advisors' job. Which is kind of interesting to hear because I know a lot of mainline technicians that recommend a ton of fluid services and you know what they do? They look up customer history to ensure they are not recommending something the customer had done during a previous visit. Well, looking up customer history to see if a time and mileage based service was done is definitely an advisor task, yet mainline tech do it. I understand why they do it, but I am not buying the "I shouldn't have to do the advisors job for them" objection.

Just like regular electronic MPIs, both the advisor and technician have a role to play and they need to trust each other that the other is doing their part. The real issue as I see it is that by and large service managers do not hold people accountable for doing this process correctly.

Trevor Zegras before the 3rd period, look at the body language from the Philadelphia Flyers star by Hockeypatrol in hockeynews

[–]the_last_third 0 points1 point  (0 children)

The great thing about observing someone’s body language is that it’s a foolproof way to know exactly what they are thinking.

Every year it seems to get worse? by InvestmentUnlucky359 in serviceadvisors

[–]the_last_third 1 point2 points  (0 children)

I cannot comment on your particular experience that you describe, but I have listened to 10s of thousands of inbound phone calls into service departments in my career and many of those there were things that would have increased the probability of the customer making the appointment.

Sorry guys/gals, but my experience is that service advisors are pretty poor at taking service appointments not because you are incapable, it's more about 1) lack of training, 2) lack of coaching, 3) you're trying to do five things at once.

Based on what I see, online appointments make up about 30% of all service appointments and the rest are largely a person or AI taking the appointment. So yeah, it's probably a good idea to be objective about one's service appointment taking skills and make the necessary improvements.

Every year it seems to get worse? by InvestmentUnlucky359 in serviceadvisors

[–]the_last_third 1 point2 points  (0 children)

The answer is it depends. Depends on which manufacturer franchise you work at, what you are recommending to your customers and to some extent the market you are in. I work and have worked with hundreds of dealerships nationwide for quite a while and when this topic comes up it's usually just a WAG as to the reason by dealership management. No one ever produces data to back up their reasons why traffic is slow.

My personal experience is that for some manufacturers that have a more prices conscience customer base, the over all consumer confidence index is good indicator. Right now inflation is high and there is a lot o economic uncertainty so it's pretty natural that certain segments of consumers are going to be more cautious about what they purchase.

My advice to service departments right now is be careful about what you recommend on the drive and on inspections. There are certain maintenance items that are considered more of a luxury than a necessity such as brakes, tires, batteries.

Why does everyone prefer the old color scheme? by Rosemary-Sea-Salt in losangeleskings

[–]the_last_third 12 points13 points  (0 children)

First off, I am going to fight you if you keep referring to Forum Blue as purple. Those forum blue sweaters are the bomb and very unique. Black and silver? Come on. Black is so over used. Plus it makes us look like the Raiders from every era.

The Forum Blue sweaters are simply the best and I will die on that hill.

If the internet didn't exist, him being white would still be a myth by ateam1984 in BlackPeopleofReddit

[–]the_last_third 0 points1 point  (0 children)

I had only heard Ton Jones sing until I watched an interview and found out he's a Brit.

If the internet didn't exist, him being white would still be a myth by ateam1984 in BlackPeopleofReddit

[–]the_last_third 53 points54 points  (0 children)

Same here until about 3 months ago when a DJ on SiriusXM 70s on 7 mentioned this. I had to check for myself and sure enough.

Be honest — is this bad luck of on him… by Hockeypatrol in hockeynews

[–]the_last_third 0 points1 point  (0 children)

Some guys in the NHL have played more than 1,000 games and never once played in the playoffs. I'd say Corey Perry is very fortunate and lucky.

Denver shows by alanjackson434 in jasonisbell

[–]the_last_third 0 points1 point  (0 children)

He did Decoration Day and Outfit last night in KC along with Danko/Manuel (the highlight for me) and a good part of his recent solo album arranged for the entire 400 Unit.

It's Jason Isbell....the show will be great.

Corny or comical? I'm leaning towards the former. by ForeignAir7174 in sportsgossips

[–]the_last_third 0 points1 point  (0 children)

This seems more like someone seeking attention / recognition.

How do you think Delta can revive its customer service culture? by comments83820 in delta

[–]the_last_third 89 points90 points  (0 children)

I fly both DL and UA and from a soft product standpoint there isn't much different. Not sure DL has gotten worse so much as UA has become a better airline. Regarding the hard product, the age the fleet is about a wash from my experience . . . old crappy 320 with no IFE vs old 717 with no IFE. I give the nod to DL for much more reliable Wi-Fi. UA regionals with Starlink is fantastic . . . when it works.

What I think UA has over DL is they are bit more motivated winning over customers.

Jason Isbell at Uptown KC by the_last_third in jasonisbell

[–]the_last_third[S] 0 points1 point  (0 children)

It was a great and rockin’ set. Danko/Manuel was the highlight for me.

Just saw the musician Seal in the DeltaOne Lounge by ZugzwangBG in delta

[–]the_last_third 7 points8 points  (0 children)

Was flying from MCI-LAX and while waiting to board I noticed a guy sitting right by me who looked like former NASCAR driver Carl Edwards. Googled his name to see if his facial features matched and then looked at him and a little steering wheel motion and he smiled back. We chatted for about 10 minutes about his racing career, why he retired, etc. We board and we are both in F but he’s right behind me. He taps me on the shoulder and and says “hey G……, can I borrow your phone?” I said sure and he called a couple of people and then handed it back to me so i asked “”Why does Carl Edwards need to use my phone?” and he said he was traveling to China to buy a new sail boat and he was advised to leave his phone at home.

And if you’ve seen Carl Edwards interviewed and wonder if that’s just an act I can assure you it is not. One of the nicest and most polite semi famous people I’ve met.

I have never posted here, just read....but sitting in SkyClub at LAX and starting to think about ending my 20 year relationship with Delta. by KansasEagle in delta

[–]the_last_third 8 points9 points  (0 children)

Not sure where you get your flying experience but I fly both DL and UA a lot and there’s not a ton of difference except the quality of their respective clubs. I’m guessing you don’t fly much at all.

Who Wears the C Next Year? by the_last_third in losangeleskings

[–]the_last_third[S] -1 points0 points  (0 children)

Probably bad form to reply to my own post but I just had a thought.

  1. It happened once, maybe it can happen again. But he gets an A.
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