Service Advisor Holds Perfect Promoter Score for 7 Months

Mitch Rose, Service Advisor at Bloomington Acura Subaru, started at Luther in 2016 in an express service position and moved into a main shop spot later. A net promoter score is based on whether a guest will recommend you to friends and family. After any sales or service experience at Luther, guests are sent a survey to fill out.   

While holding a perfect net promoter score for the first seven months of 2024, Rose also had the store’s top customer-paid hours per Repair Order at 3.3 hours. The higher the number means he is bringing in guests with bigger repair jobs. Rose credits his perfect score to never mentioning the survey at all to guests. “The last thing I say to guests is ‘the best way to help us if you feel like we did a good job, is just to recommend us to your family and friends,” said Rose. He has even done experiments to test if this is the reason for his success and instantly saw an impact on his scores.

People have noticed other things Rose is doing to continue getting perfect promoter scores, including Service Manager John Reinan. “He always presents all the work the car needs and guests trust him, so they know what he is saying is real,” said Reinan. “They can’t always have thousands of dollars of repairs done at once so Mitch will help them triage the biggest issues. And guess what? They come back to him when they need the rest of it done.”

Besides not mentioning the survey, Rose recommends to others to build rapport with every guest, even with standard oil changes. “Building that rapport is what makes a huge, huge difference as far as keeping people in the door and keeping people coming back,” said Rose.