In this episode of Drive By, a listener calls in asking how to progress from his current role into a Service Manager position. Chris and Christian suggest asking his own upper management
for mentorship opportunities to shadow and learn while still proving his leadership abilities internally first. Tune in for transparent advice on leveraging coaching programs to prepare for management and leaning into the people side once opportunities arise.
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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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Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
In Episode 270 of Service Drive Revolution, Chris Collins and Christian reflect on the lessons they learned in 2023 with full vulnerability. They realize harboring too many passive assumptions and unchecked expectations of others led to repeated disappointment. Now with a more focused, intentional mindset centered on heightening personal accountability and goals for 2024, Chris and Christian model the kind of candid self-review required to drive success in a new year. Tune in to assess your own blind spots and join these transparent conversations about the revelations that will empower leaders and dealers in the year ahead.
#laautoshow #bestof2023 #servicemanagement
0:00 - 5:53 LA Auto Show
5:53 - 7:40 News
7:40 - 33:00 2023 Reflections
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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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Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
In this episode of Drive By, Chris Collins answers a caller’s question about how to excel as a Service Advisor just starting out. He shares the #1 key focus area for the first 90 days (constantly practicing and connecting with customers), along with emphasizing building relationships with Technicians. Chris explains how mentoring from Techs can help Advisors improve descriptions, presale inspections, and ultimately boost revenue through customer trust. He advises to not get discouraged by any negative attitudes in the shop, and to stay focused on over communicating with Technicians. Chris lays out a simple yet effective gameplan for new Advisors ramping up through consistent effort and resilience.
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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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Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
In this episode, Chris and Christian dish out real talk on the ongoing rivalry between Parts and Service teams at many Dealerships. They share crazy stories they’ve witnessed behind the scenes and 3 key ideas to improve collaboration, communication, and understanding between these critical departments. It all comes down to empathy, inclusion, and mutually beneficial incentives when properly aligned. Chris even describes what to look for in Parts and Service Managers who “get it” and are willing to lead the charge in transforming toxic attitudes and culture. With some effort on both sides, it is possible for Parts and Service teams to work together as closely as best friends - and the entire Dealership benefits with revenue boosting teamwork.
0:00 - 13:00 Intro and Our New Youtube Channel
13:00 - 21:00 News
21:00 - 31:00 Can Parts and Service Be Friends
#servicemanagement #department #technician
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Join our Facebook Groups:
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For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
Feeling overwhelmed by the appointment overload at your dealership? Get pro tips from Chris Collins on how to handle having too many customers booked when you're short on Techs and capacity. Learn key phrases to set expectations up front, over-communication tactics, and specific examples of what Chris did in the same situation. Get strategies to mitigate the fallout of missed appointments due to no shows, bigger jobs, and call outs.
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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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https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
Want to keep your best Technicians around for the long haul? Chris Collins shares 5 simple tactics any shop can use to slash turnover and build a loyal, engaged team. Learn the keys to Technician retention like frequent small raises, recognition programs, unique perks, and more. Discover easy things you can start doing TODAY to make your Techs want to stay!
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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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https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
In this episode of Drive By, a question comes in from an Advisor who moved into an Internal Advisor role. Chris Collins shares his tips for success as an Internal Advisor. He explains how focusing on used car reconditioning turn times, PDI speed, and communication between departments leads to major dealership profits. Learn how to embrace the Internal Advisor role as a way to build critical skills that will make you a better Advisor in the long run.
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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
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
Service Advisor motivation is crucial for any dealership's success. In this episode of SDR, Chris and Christian review viewer comments and feedback on recent episodes. They saw that topics like repair authorizations really fired people up! They dive deeper into the concerning trend of Advisors just going through the motions and doing the bare minimum. They discuss tactics for keeping your team engaged through relationship-building, advancement opportunities, public recognition, and more. Learn tips for motivating disengaged Service Advisors and driving higher performance. This video focuses on the importance of creating a positive Service Department culture that taps into Advisor’s passions.
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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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https://swiy.co/F-lq
Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
Struggling to sell alignments at your dealership? In this episode of Drive-By, advisor newbie Cody asks Chris Collins how to boost alignment sales. Learn Chris’ pro tips for presenting alignments as a benefit versus a pushy up sell. Discover how building trust and relationships leads to alignment opportunities. Get simple strategies to recommend proper alignments and save customers money in the long run.
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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
In this episode of Service Drive Revolution, Chris Collins and the coaches sit down for a roundtable discussion on how to develop top performing Technicians. With the ongoing shortage, retaining and growing talent is more critical than ever. Learn essential tips like keeping repairs simple, maintaining a focused hustle, and staying positive under pressure. Discover strategies to set Technicians up for success through training, inspections, documentation, and communication. Take your automotive Technician training to the next level and build an A-player service team!
0:00 - 6:30 Fixing George Foremans Tesla
6:30 - 22:00 Working On Art Cars In Manhattan
22:00 - 51:00 How To Be A Top Performing Technician
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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
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
Should you charge a diagnosis fee or get a repair authorization? In this episode of the Drive-By, Chris Collins tackles a big question on the best way to handle unknown repairs. Learn why authorizations simplify things for the customer and tech. Discover how to quote repair costs upfront even when you're uncertain of the fix. Get Chris' pro tips for improving authorizations at your dealership Service Department.
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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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Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
Want to dominate on the Service Drive? In this episode, I’m joined by our top Coaches and together we reveal the 6 key traits of elite Advisors.Learn how all-stars think differently. Discover how to be insatiable, investigate issues, control the experience, and make maintenance sexy. This is your blueprint to transform your mindset and obliterate your performance goals. Unlock the secrets of the top 1% and take your skills to the next level!
0:00 - 10:00 The Harsh Truth of Being a Cowboys Fan
10:00 - 20:00 Cowboys VS Chargers at Sofi Stadium
20:00 - 51:00 Characteristics of Top Performing Service Advisors
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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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Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
In this week's Drive By episode, Chris Collins and guests tackle a question about improving technician and service advisor communication in the shop. With expert tips on lateral support, reducing dispatch layers, and more, you'll learn how to bridge the tech communication gap for a smoother service operation. Discover actionable strategies to get your techs and advisors on the same page so you can delight more customers and boost CSI.
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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:
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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
Parts shortages can bring your shop to a grinding halt. In this episode, we break down actionable strategies to track down scarce parts and keep the cars moving. Learn how to leverage purchase discounts, scour the internet, and build a network to find that impossible-to-locate part. With some creative thinking, you can overcome the back order blues and take control of the parts supply chain.
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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:
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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
In this week's Drive By, a caller asks how to handle an out-of-control situation with a sales manager pulling his car from the shop and getting side work done. We break down how to get control of the chaos and establish who's really in charge. With auto dealership management key to profitability, you can't have rogue employees calling the shots. Learn the right way to exert authority and whip your shop into shape.
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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:
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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
This week Christian grilled me on the behind-the-scenes stories of writing Irreplaceable Service Manager. Why did I hire a ghostwriter at first? How did I get the book published? Why is the Mr. X chapter so pivotal? I'm revealing the secrets and lessons learned from my book writing journey on this special episode of Service Drive Revolutiooon.
0:00 - 12:00 Intro and News
12:00 - 59:23 Secrets of The Irreplaceable Service Manager
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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
For Independent Shop Owners -- http://bit.ly/YTRSOSgroup
#servicemanagement #car #writing
On today's drive by, Chris and Christian answer a question from someone who has the opportunity to move from advisor to Foreman. Before he can do it, he needs to prove that he can lead the techs. How can an advisor become more of a leader and advocate for technicians?
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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
Shop foremen are responsible for the servicing and repair of tools and equipment. They may supervise and coordinate the activities of various trades persons, apprentices, laborers, subcontractors and other construction workers. In smaller organizations, shop foremen may even do the service and repair work. Many technicians work their way up the ladder and become a shop foreman. Do you fit into this category? On today's episode, Chris and Christian explain the exact duties of the shop foreman and how to utilize the role properly.
0:00 - 15:00 Jokes and News
15:00 - 31:00 The Role Of The Shop Foreman
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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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Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
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#technician #dealershiplife #automotiveengineering
Today's episode has two questions! The first comes from Willie and he's struggling with his aggressive service director and the guys have some great tips on how to manage that. The next question comes from Kurtis and he asks how to convince upper management to join our program.
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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
On today's episode, Chris and Christian talk about their adventure visiting Chris's mom and how Christian chose to say grace almost every night. They also discuss why your Service Advisor CSI isn't performing well.
0:00 - 19:00 Christian Says Grace and News
19:00 - 29:14 Why Your Service Advisor Customer Service Index Sucks
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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
Chris and Christian answer a question about the best metrics you can use in the service drive. Using a suitable system for your team can make or break you in the end. They also answer a question about technician comebacks! Dealing with technicians can be tricky and knowing how to navigate these difficult obstacles will pay off in the end.
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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
On this week's episode of Service Drive Revolution, we're happy to welcome Steve Johnson, a Major Account Director at Hireology. Steve works exclusively with automotive dealerships around the country, helping them put as much focus and care into hiring as they do with the customer experience. The statistics included in his latest report are staggering, so this chat was an eye-opener for us in a lot of ways. One of the most surprising stats is that 61% of applicants expect to be interviewed within 3 days of applying to a job. And on top of that, 47% of applicants will just outright ghost (go dark) on an employer if their expectations aren't met. Today's chat really shed some light on the priorities and behaviors of the modern automotive worker, and we highly recommend paying attention to what Steve has to say! If your dealership is looking to improve its hiring and onboarding processes, we recommend checking out Steve's report
https://hireology.com/guides/the-automotive-employee/
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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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Join our Facebook Groups:
For Fixed Ops -- http://bit.ly/YTfixedopsgroup
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This week's call-in question comes from Lance, who wants some advice on taking walk-ins. Lance has a standing policy of accepting every walk-in, and it's begun to bother some of his coworkers. We see walk-ins as a tremendous opportunity to make friends, and the tighter a spot they're in, the more grateful they'll be. If you turn them away they're not going to come back, and we do have a responsibility to the brand to make it easy for customers to get their cars serviced. The answer is always to take care of people. If you build in the right amount of room for these walk-ins, it's not a major inconvenience. If you have a call-in question, just dial up 1-833-3ASK-SDR and leave a voicemail!
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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
On this week's episode of Service Drive Revolution, Chris and Coach Christian talk about whether or not you should open your drive on Sundays. The fact of the matter is that a lot of dealerships will stay open on Saturdays, but they'll typically be half-days with a skeleton crews. They'll also only schedule basic maintenance appointments and turn away bigger jobs. And that's just not the way to maximize profit. If you go around to independent shops in town, Saturday and Sunday are the busiest days of the week. It's not difficult to figure out why! People have more availability on the weekends, and we need to cater to that. This doesn't mean that you need to work 7 days a week! It just means that we need to be strategic with how we schedule and have the right number of staff to make it work. Tune in for our full breakdown!
00:00 - 4:02 Chris and Christian Go To The Lake
4:02 - 6:16 Live Lecture Series
6:16 - 8:52 News
8:52 - 24:50 Should Your Service Department Be Open On Sunday
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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:
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This week we're doing some rapid-fire questions to get through a bunch of questions! Our first caller has just been offered a new job as a shop foreman and wants to know how to negotiate salary. Our recommendation is to use the following equation: Base + hours + CSI kicker. The next question: which customers should get loaners? We give him a little Loaner 101. Next up: How many tickets should your advisors write per day? With a ratio of 3 technicians to every 1 advisor, you'll want to make 10-11 appointments knowing that 2-3 walk-ins are going to come in. And lastly: how often should you update customers? Tune in to find out!
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