TO THE EDITOR:
Regarding “West Herr Automotive finds service advisers from within the organization,” autonews.com, April 11: Tom Druzynski, service director for West Herr, a large dealership group in Western New York, has taken the first step toward creating a frontline that matches the face of his customers. Up to now, service adviser jobs have been heavily skewed to men. Women make up 20 percent of service advisers in the industry.
Why do this? Druzynski didn’t take on this difficult task to do the right thing. He had a critical business reason for doing so.
He observed that most men and women have inherently different forms of communication styles. His research and observations led him to conclude that there were two distinctive parts to successful conversations with customers: the right balance of empathy and problem-solving. Druzynski also discovered that, generally speaking, women had better empathetic skills than men.
We’re talking about customer experience. And based on Druzynski’s observations, most women have built-in empathy.
ROGER CONANT, Content specialist, Ted Ings’ Fixed Ops Roundtable, Houston
The roundtable is a virtual event delivered several times a year featuring top fixed operations leaders.
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Source: autonews.com