that level of engagement when we provide the results of their vehicle's annual check-up. It's important to train your staff on how to balance using technology with human touch. Your employee interacting with the customer plays a defining role in closing sales. A well-trained service advisor understands and fulfills a customer's needs, forging trust and rapport. When trust is built, the customer may be more likely to approve recommended services and repairs. FIND THE BALANCE BETWEEN TECHNOLOGY AND THE HUMAN CONNECTION It's clear that driving efficiency is where technology shines. It equips us to do more in the same timeframe. Allowing service advisors to handle a greater volume of tasks in a day leads to increased revenue. Still, a good JANUARY FEBRUARY 2024 || FIXED OPS MAGAZINE service advisor knows how to find a balance between technology and the human connection. But it must be balanced with the time for personal interaction. Take, for example, electronic multipoint inspections. Technology enables advisors to text and email crucial findings to the customer. If the advisor doesn't personally discuss these results with the customer, value and trust aren't established. As a result, the customer may be less likely to opt for suggested repairs. Another area where technology is being leveraged is during the check in process. Customer check-in kiosks are being put in place to expedite and improve a customer's experience. But are they serving as stopgaps to overcome staffing and training gaps? The answer may not be that you consider hiring more advisors. Dealers can optimize efficiency by training existing staff to assist more customers effectively. 61