Ever had a customer bash your brand over a repair? In this Drive By, we tackle the age old question: How do Service Advisors turn brand complaints into customer loyalty? Learn the art of reframing negative experiences, building rapport, and using analogies to soften the blow of unexpected repairs. Discover why making friends is more important than fixing cars, and how empathy can transform your customer service game. Whether you're a seasoned Service Advisor or new to the Fixed Ops world, this e...
Aug 09, 2024•8 min
Wake up, Dealership owners! Your Service Department is bleeding money, and you might not even know it. In this episode of Service Drive Revolution, we're exposing the brutal truth about why most Service Managers are set up to fail from day one. We're talking financials, reverse engineering profits, and why your Fixed Ops might be the only thing keeping your Dealership alive in the coming years. Plus, we've got the inside scoop on which trucks mechanics say to avoid. Discounted Offers for Trainin...
Aug 05, 2024•29 min
Ever wonder why collision estimators and service advisors seem to play by different rules? In this Drive By episode, Chris Collins breaks down the crucial differences between these two automotive roles. Discover why collision shops replace parts that service departments might repair, and learn how insurance companies influence these decisions. Whether you're in Fixed Ops or body shop management, this insight could change how you approach customer service and profitability in your Dealership. Dis...
Aug 02, 2024•8 min
Is your Service Department's focus on "culture" secretly sabotaging your success? In this eye opening episode of Service Drive Revolution, Chris Collins exposes the hard truth about what really drives high performing teams. Discover why prioritizing happiness over results could be your biggest mistake, and learn what true Dealership culture looks like. We're challenging everything you thought you knew about leadership in Fixed Ops. Watch now to find out if your "great culture" is actually holdin...
Jul 29, 2024•43 min
Jul 26, 2024•11 min
Is your Dealership AI ready? In this episode of Service Drive Revolution, Chris Collins explores how artificial intelligence is transforming the automotive service industry. From AI powered diagnostics to dynamic pricing strategies, we dive into the potential of this technology. Discover how AI could enhance your Technicians' skills, supercharge your Service Advisors, and unlock new marketing opportunities. #artificialintelligence #automotiveindustry #ai 0-00 - 9:00 Intro 9:00 - 17:58 News 17:58...
Jul 22, 2024•48 min
In this Drive By Q&A, Collins tackles the tricky topic of employee discounts at Dealerships. Should staff get special pricing on service, parts, and vehicles? Chris shares his philosophy on creating a culture where employees feel valued and connected to the brand they represent. Learn why the employee parking lot matters, how discounts can boost morale and sales, and where to draw the line to prevent abuse. Discounted Offers for Training and Books in Description Below ⬇⬇⬇ Special Discount on...
Jul 19, 2024•12 min
In this episode of Service Drive Revolution, we tackle the challenges faced by new Service Managers in Dealerships. Chris Collins and the team dive into the essential strategies for success, revealing why many new Managers struggle and what they should really focus on. We discuss the two key factors that truly matter in running a profitable Service Department, the importance of systems over individual talent, and why playing offense is crucial. Learn why understanding financials is critical, how...
Jul 15, 2024•53 min
In this Drive By episode of Service Drive Revolution, Chris Collins tackles a crucial question about charging diagnosis fees when Service departments can't duplicate the customer’s concern and make a diagnosis. Discover how to balance customer satisfaction with fair compensation for your service team's time and effort. Discounted Offers for Training and Books in Description Below ⬇⬇⬇ Special Discount on Our OnDemand Training - https://bit.ly/Ondemand-Special-offer Schedule a 15-minute intro call...
Jul 12, 2024•11 min
In our latest Service Drive Revolution episode, we tackled a challenge many of us face daily: making selling easier in the Service Drive. We've all experienced that awkward moment trying to explain additional services to a customer while juggling multiple appointments. Our discussion did a deep dive into this reality, exploring how to build rapport before jumping into maintenance recommendations. Throughout the episode, we highlight five simple system focuses that set our Service Advisors up for...
Jul 08, 2024•41 min
In this episode of Service Drive Revolution, we dive deep into the five most common mistakes Dealers make that could be costing their Service Departments big time. From misplaced priorities to outdated compensation models, we uncover the hidden pitfalls that many dealerships fall into. We also discuss current industry trends, including rising interest rates and their impact on car sales. If you're a Dealer Principal, General Manager, or Fixed Ops Leader, this episode reveals crucial insights tha...
Jul 05, 2024•9 min
In this episode of Service Drive Revolution, we dive deep into the five most common mistakes Dealers make that could be costing their Service Departments big time. From misplaced priorities to outdated compensation models, we uncover the hidden pitfalls that many dealerships fall into. We also discuss current industry trends, including rising interest rates and their impact on car sales. If you're a Dealer Principal, General Manager, or Fixed Ops Leader, this episode reveals crucial insights tha...
Jul 01, 2024•42 min
In this week's Drive By, Chris Collins tackles a burning question: Can you become a successful Service Advisor without extensive automotive knowledge? Discover why people skills trump technical expertise in the Service Drive, and learn how to leverage your strengths to excel in this role. Whether you're considering a career change or looking to improve your Service Advisor skills, this episode offers invaluable insights into what really matters in the service department. Tune in for Chris's cand...
Jun 28, 2024•10 min
Ever wonder why some Dealership Service Departments are flooded with top talent while others struggle to hire? In this episode of Service Drive Revolution, Chris Collins reveals the 5 key factors that make Techs and Advisors either flock to your shop or run for the hills. Are you unknowingly repelling top talent? Or worse, driving away your best team members? We're tackling the hot button issue of Dealership service recruitment head on. Whether you're a Service Manager, Advisor, or Dealership Ow...
Jun 24, 2024•34 min
May 06, 2024•49 sec
In this episode of Service Drive Revolution, Chris Collins unveils the secret to exceptional customer communication in the Service Drive. If you've ever struggled with keeping your customers informed and satisfied, this is a must-watch.Discover the common pitfalls that Advisors and Managers fall into when it comes to communication and learn how to avoid them. Chris shares real-world examples and practical strategies that you can implement immediately to take control of your conversations and boo...
Apr 29, 2024•30 min
In this episode of Service Drive Revolution Drive By, Chris Collins tackles the question of how to efficiently navigate service contracts in a Dealership Service Department. Discover strategies for streamlining the claims process, increasing Advisor and Technician efficiency, and minimizing the time spent on hold with warranty companies. Learn how dedicating an administrator to handle claims can help you process more contracts in less time, and find out how to build strong relationships with war...
Apr 26, 2024•6 min
In this episode of Service Drive Revolution, Chris Collins reveals the secrets to building a Top Dog Service Team in your Dealership. Discover the key traits to look for when hiring Service Advisors and Technicians, and learn how to create a culture of excellence that fosters high performance. Chris shares his insights on the importance of focusing on outcomes, how Managers who aren't top performers themselves often struggle to attract and retain top talent, and the "mirror effect" that can hold...
Apr 22, 2024•31 min
You don’t want to miss this very special Drive By, as Chris and Coach Christian welcome Coach Cliff on today’s show. These service drive experts give advice on what you need to know as a Service Advisor. Whether you’re nervous about starting the job or you’re an experienced advisor wondering how you can improve communicating with your customers, this Drive By has the answers you’re looking for. What advice do you have for new Service Advisors? Or if you’ve just started, share your concerns in th...
Apr 19, 2024•19 min
In this special episode of Service Drive Revolution, Chris Collins sits down with special guest Will Guidara. Will is the former co-owner of Eleven Madison Park, a restaurant that earned three Michelin stars and was named the best in the world in 2017. Will shares his insights on unreasonable hospitality, the central theme of his best-selling book, and discusses how these principles can be applied to any industry. Discover the key lessons Will learned throughout his career, from building a team ...
Apr 15, 2024•33 min
In this episode of Drive By, Chris Collins and Christian answer a question from Josh, a young Service Advisor who has quickly progressed from express service to the main Service Drive at his Toyota dealership. Chris and Christian provide insights on how to successfully navigate this transition, emphasizing the importance of building relationships with customers, regardless of the type of service they require. They also discuss the challenges of a split floor system and offer advice on how Josh c...
Apr 12, 2024•7 min
In this episode of Service Drive Revolution, Chris Collins explores the crucial difference between being a teacher and a preacher as a Service Manager, emphasizing the importance of adopting a teacher mindset for effective Service Manager training and creating a thriving, high performance team. Chris shares insights on the pitfalls of falling into the "preacher" trap and discusses practical strategies for becoming a true teacher, including focusing on fundamentals, creating systems for ongoing d...
Apr 08, 2024•35 min
In this week's Drive By episode of Service Drive Revolution, Chris Collins tackles a question from Travis, a Parts Manager at a Korean dealership in Canada. Travis asks how he can help drive parts sales and boost production in the Service Department, recognizing that the success of the Service Department is tied to his own success. Chris offers brand specific advice for Korean dealerships such as offering hose and belt accessory kits with engine replacements, as well as general tips like creatin...
Apr 05, 2024•6 min
In this episode of Service Drive Revolution, Chris Collins and Christian tackle the silent killer plaguing Service Departments: comebacks. Chris shares proven strategies to create a comeback free culture, starting with the hiring process and emphasizing accountability. By tracking comebacks, addressing them urgently, and using a scoring system, you can eliminate comebacks and boost customer loyalty, profits, and your reputation for quality. Don't miss this game changing information that could sa...
Apr 01, 2024•34 min
In this episode of Drive By, Chris Collins tackles a question from a caller who recently acquired a few dealerships and is struggling with negativity from the staff. Chris shares his insights on how to handle this common issue, drawing from his experience with multiple dealership acquisitions. Learn strategies for overcoming resistance to change, building a positive culture, and getting your new team on board. If you're considering a dealership acquisition or facing similar challenges, this epis...
Mar 29, 2024•9 min
Is technology hurting communication in your service department? In this episode of Service Drive Revolution, Chris Collins and Christian debate the impact of technology on building customer relationships and share insights on finding the right balance. Discover the pitfalls of over reliance on tech and learn practical tips to optimize your Service Department communication. Don't miss this engaging discussion! #ServiceDepartmentCommunication #CustomerExperience #AutomotiveIndustryDiscounted Offer...
Mar 25, 2024•44 min
In this episode of Drive-By, an anonymous Service Advisor calls in with a pressing question about being pressured by their Service Manager to commit warranty fraud. Chris Collins and Coach Christian discuss the prevalence of warranty fraud in the industry, potential consequences, and the importance of doing the right thing, even if it means losing revenue or parting ways with a client. Discounted Offers for Training and Books in Description Below ⬇⬇⬇ Special Discount on Our OnDemand Training - h...
Mar 22, 2024•16 min
In this episode of Service Drive Revolution, Chris Collins and Coach Christian explore the controversial topic of video inspections and tablets in the Service Department. They discuss the common pitfalls and reveal how, when implemented correctly,video inspections can be a powerful tool for building trust, increasing efficiency, and driving sales. Tune in to learn the truth about video inspections and how to make them work for your business. 0:00 - 13:00 Christian's Huge Announcement 13:00 - 19:...
Mar 18, 2024•47 min
In this episode of Drive By, Chris tackles a tough question from Michael in Arkansas about effective labor rate (ELR) and pricing concerns. Michael's shop recently raised their door rate, but Advisors are worried the price increase is causing them to lose customers. Chris digs into the root causes of customer loss and shares insights on how to navigate pricing while providing value. He also reveals the ideal ELR shops should aim for. Tune in to discover Chris' advice for Michael and learn how to...
Mar 15, 2024•9 min
Do you dread coming into work some days because of your Advisor's bad attitude? This common issue can spread negativity and tank profits quickly if left unaddressed. In this video, Chris Collins tackles the touchy topic head on of what to do when you don't like your Advisor's attitude. He shares key insights on eliminating bad attitudes through proactive management, hiring for hospitality, and creating a positive culture. You'll gain actionable tips on turning around negative energy to get your ...
Mar 11, 2024•29 min
