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 the comments down below! Don’t forget to like and subscribe.
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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 of top performers to creating unforgettable customer experiences. Whether you're in the restaurant business or the automotive industry, this episode is packed with valuable takeaways that will help you elevate your service game to elite levels.
#hospitality #unreasonable #willguidara
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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 can continue to nurture the connections he's made with his express service customers. Tune in to learn valuable tips for express Service Advisors looking to take their skills to the next level in the main shop.
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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 development, empowering your team to take ownership, and leading by example. This episode is packed with valuable tips and actionable advice to help Service Managers transform their management style and unlock their team's full potential.
0:00 - 3:50 Engagements and Getting Old
3:50 - 17:29 News
17:29 - 34:50 Be a Teacher, Not a Preacher
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 creating fun incentives and specials for the Service Department to sell accessories. He also suggests that Parts Managers can help Service Departments hire Technicians by leveraging their wholesale drivers. Tune in to learn more about how Parts Managers can rev up sales and drive profits in the Service Department.
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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 save your dealership thousands of dollars and countless headaches.
0:00 - 6:00 Chris and Family
6:00 - 14:00 Christian Engaged
14:00 - 33:30 Eliminate Comebacks
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 episode is a must watch!
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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
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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.
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https://swiy.co/F-lq
Join our Facebook Groups:
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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 - 19:00 News
19:00 - 47:26 Are Video Inspections KILLING Your Service Sales?
#videoinspections #tablets #trust
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Join our Facebook Groups:
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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 approach pricing in your own shop.
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Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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Join our Facebook Groups:
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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 Service Department back on track to maximum morale and profits.
0:00 - 8:00 Chris Goes To The Hospital
8:00 - 13:00 News
13:00 - 28:00 Eliminating Negative Advisor Attitudes
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Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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Join our Facebook Groups:
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In this episode of Drive By, a question comes in from Brian asking the best way to address long service delays at vehicle pickup. Chris and Christian explain why outlining challenges early and framing realistic timelines upfront is vital for an enjoyable customer experience down the road. Learn their tips for proactive communication, flexibility based on customer preferences, and exceeding expectations through the service process. Mastering advance notice and transparency allows advisors to grab hold of hurdles before they hurt CSI scores
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Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
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Things going downhill with your Service Managers? Chris and Christian deliver blunt advice for fixing—or replacing—an underperforming Service Manager. Learn the inside scoop on why a staggering 50% get replaced each year and the key reasons managers fail to deliver profits. Discover straightforward steps to get struggling Managers back on track through proper training and accountability. But don't wait too long to make the tough call if needed—act now before customer satisfaction and your bottom line take a big hit. This transparent talk tackles "fixing underperforming Service Managers" head on!
#autoshop #dealershipbusiness #cars
0:00 - 4:00 Chris is speaking at an event!
4:00 - 10:00 Christians new mouth device
10:00 - 30:00 What To Do When Your Service Manager Isn't Cutting It
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Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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Managing automotive shop workloads while still advancing technician and service advisor skills poses a common struggle. In this Drive By episode, Chris Collins takes on two insightful questions -one on balancing tech training and capacity as staff shrinks, another on cementing advisor relationships during sales and vehicle walks. His answers touch on adding headcount, taking a long-term view of development, and orchestrating shop flow through defined processes and clear communication.
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Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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Join our Facebook Groups:
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Wondering how to maximize mobile service revenue and profitability? Chris Collins draws on decades of dealership experience to break down the principles and strategies to make your Mobile Tech department a thriving profit center. Learn the vital keys around mindset, efficiency, commitment and creative pricing that separate the most successful mobile offerings. If you're leaving easy revenue on the table with your current mobile rollout, it's time to turn things around.
0:00 - 12:00 Should you only participate in events that you think you can win?
12:00 - 18:00 News
18:00 - 31:00 How to maximize your mobile service
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Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
Service industry expert Chris Collins answers a question on the best approach for starting a new auto shop job. He provides insider tips on making a great first impression with empathy, listening, and being yourself. Chris explains why leading with positive energy and interest in others works better than misguided tough guy tactics. This video covers top first day advice for Service Techs, Service Writers, and any Dealership employees. Learn the right mindset to launch your automotive career.
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Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
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Chris Collins pulls no punches exposing common myths around leadership training. He explains why most programs focus merely on gaining compliance and wielding managerial power over inspiring genuine, dedicated followership. Chris provides a rare insider perspective on the deeper personal inventory required for influential leadership centered on serving others. He explains the selfless mindset shift essential for leadership that produces real, transformational results by motivating people through purpose. This is a no-holds-barred wake-up call for those ready to dedicate themselves to the more difficult yet rewarding path of inspirational service-oriented leadership.
0:00 - 16:00 Christian Goes To The Dentist
16:00 - 24:00 Leadership in a nutshell
24:00 - 46:00 Most Leadership is Management Training
#leadership #leader #training
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Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
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Express lube upsells losing you profits? See why not lifting vehicles for full inspections allows Dealerships to get stuck leaving money on the table. Learn the right systems to balance convenience while driving more brake, alignment and maintenance business.
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Got a question? Call us at 1-833-3-ASK-SDR
Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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Millionaire Service Advisor also includes our 11-step Circle of Trust System:
https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
Do small but critical errors undermine your shop's bottom line? We outline the 9 biggest Service Advisor mistakes that secretly siphon away customer loyalty and revenue -as well as simple solutions to turn profits around fast.
0:00 - 6:00 Intro and Coffee Talk
6:00 - 15:00 News
15:00 - 29:36 9 Mistakes Service Advisors Make
#revenue #mistakes #dealership
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Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
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Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
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A caller asked how to fill his Service bays now that his shop can diagnose and repair vehicles in a day when everyone else is weeks out. Chris Collins delivers smart marketing ideas to leverage this advantage and capture market share. Tune in for tactical ways this dealer can promote his unique same-day repair capability.
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Got a question? Call us at 1-833-3-ASK-SDR
Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
https://swiy.co/F-ln
Millionaire Service Advisor also includes our 11-step Circle of Trust System:
https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
As a Service Advisor, are you constantly getting objections and declined repair opportunities? It's likely not a product knowledge issue. Chris Collins shares foolproof tips for overcoming customer objections in Auto Service by building trust and clarity from the first interaction. Find out the key to capturing lost sales while earning lifelong, high-paying devotees to your Service Department.
0:00 - 3:00 Will Chris be at NADA?
3:00 - 10:00 News
10:00 - 17:00 Chris Collins Masterclass
17:00 - 30:00 Smash Customer Objections
#salestips #objections #servicemanagement
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Got a question? Call us at 1-833-3-ASK-SDR
Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
https://swiy.co/F-ln
Millionaire Service Advisor also includes our 11-step Circle of Trust System:
https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
A caller asks Chris and Christian how to set up a pay plan for a power sports store. Customer service is a huge aspect of the business and it's good to always have bonuses for the advisor in situations of high CSI. Christian also discusses his desire to become a writer and Chris talks about his upcoming leadership book!
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Got a question? Call us at 1-833-3-ASK-SDR
Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
https://swiy.co/F-ln
Millionaire Service Advisor also includes our 11-step Circle of Trust System:
https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
Is an obsession over pumping up repair order volumes truly the answer for struggling service departments? Or does chasing car count before locking down capacity and infrastructure dig dealerships into an even deeper grave? Chris Collins confronts the realities around repair order count growth done the wrong way -and shares how to implement an RO strategy that skyrockets revenue WITHOUT creating massive dysfunction. Learn why most shops are booked out weeks in advance already, and how to improve baseline efficiency, Technician utilization, and customer loyalty BEFORE managers simply demand to "_________ harder" in a futile quest for more vehicles through the doors.
0:00 - 3:00 Intro and Jet Ski's
3:00 - 6:11 News
6:11 - 19:00 Is Repair Order Count Growth Killing or Saving Your Service Department? | SDR #278
A caller asks Chris and Christian for advice -should he leave his private auto group role to take over a bigger store at a public dealership chain? They break down key differences in career advancement, pay, corporate dysfunction, politics, job security, and more. Discover which ownership model best suits your skills and priorities before you jump to the "greener" grass.
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Schedule a 15-minute intro call with our team to find out how Chris Collins Signature Coaching can grow your bottom line.
http://bit.ly/CCIschedule
Got a question? Call us at 1-833-3-ASK-SDR
Grab our best selling books for your team:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here:
https://swiy.co/F-ln
Millionaire Service Advisor also includes our 11-step Circle of Trust System:
https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup