The Importance of C1

Few things can affect the success or failure of a shop more than the people on the front counter.  It’s a proven fact that outstanding customer relations can easily overcome the worst work in the back, but the best work in the back can’t overcome a poor performance in the office.

90% of a shop’s problems are created at the front counter.  Lack of clear communication skills alone can damage a shop’s efficiency and render it unprofitable.  Repair orders like, “Car makes a noise”, or “Replace EGR valve” can set up the best tech for failure.  All cars make noise—with the engine running…

Likewise, failure to reach a clear agreement with each customer over what’s to be done and how much it will cost can create unpleasant scenes at the end of the day.

It only makes good sense to have all front office people with customer contact take the C1 test.  This will either establish you’ve got a great staff, or there’s more training to do.  Few investments will pay off better than a little front office training.  It translates immediately into money, either through increased sales or less time spent arguing with customers.

Don’t think the C1 test is a joke.  Brent Swails was my Service Advisor and participated in 3 different multi-day sessions involving other Industry Experts who wrote the test questions.  I know personally how much work and background went into the test.  It’s the real deal, covering real issues.

The test will do 3 things—

• First off, it will measure what your SA knows and highlight areas of strength.
• Second, it will measure what they don’t and might explain problems you currently have that can be fixed.
• Third, either studying for the test or simply taking it is a learning experience in itself.  One good idea can be worth thousands if properly put into practice.

Certified Service Advisors are a critical component of a profitable, headache-free shop.  So, take the test, already.

By George Witt. You probably also know him as Mr. Donut. He’s been an auto repair technician for over 30 years and now runs his own shop: George Witt Service. As AVI’s wackiest and most unique instructor, George is a regular at the AVI Training Conference and have taught several shop management and service marketing programs for AVI.