Chris Collins argues tablets in service departments can tank sales if you don't redesign how advisors work. The problem: advisors stare at screens instead of customers, technical glitches slow things down, and shops buy software without fixing broken processes first.
Most of what I've seen when tablets are in place is the advisors stare at the tablets and your sales go down. And there's, there's this thing that happens and we've tried it, you know, both ways with and without the tablets. We don't, you know, we don't throw these, these opinions out there loosely. Like.
There is, there's a magic to separating the customer from the vehicle, sitting them down and going over what's going to be done versus doing it all, staring at it in an impersonal screen in the drive, thinking that they just want to get out. And what, what customers are saying when they're in a hurry and they want to get out is that they don't like us and the environment's uncomfortable. When we fix the environment and we, we grow our capacity in the shop so we can actually get vehicles done in, in a appropriate amount of time. That does more for the process than, than the imaginary idea of a tablet. Most of the time, the tablets don't work. The, you know, there's so many issues technically with them, too, that it, that.
It'S just not, it's not a magic pill. It's a completely different process that you have to build your business around. Right. It's like, take, for example.
Well, Russell Wilson is a good example of this. If you are.
Managing, you're the general manager of an NFL team and you have a certain sort of offense designed around, let's say, Tom Brady or Aaron Rodgers, and you go and you plug Russell Wilson into that, how's that going to work? It's not going to work. Why? Because Russell's different quarterback than those two. Yeah. And Russell's about improvising and swinging out of the pocket. Aaron Rodgers and, and Brady get rid of the ball quick. It's about little passes, little wins consistently just chipping away. Where Russ is the bomb or, you know, it. It's a mess. It's chaos. It's. It's. And it's. It's less consistent. Right, Right. And so when we put video inspections in or we put tablets in, you have to build your business around those. You have to change your processes, and it's not a magic pill. And so.
You know, the great thing about some of these systems is the reporting is really good tracking, you know, but it's garbage in, garbage out. And so when we're talking about tablets, when we're talking about.
The video inspections, the.
Thing that we do as an industry is we're like, well, hey, we're not very good at doing it with paper. Let's get this new thing. And that's going to be the thing that's going to solve it. But it ends up. The fact that you don't understand how to implement systems, you don't manage systems, you don't even see it as a system, you're just leaving it to chance is more catastrophic. When you keep thinking that there's a magic pill and you can just buy this software that's going to fix all your problems and it doesn't. Right. And then nobody wants to talk about how your sales go down. They keep saying, well, if we did this, our sales would go up if we did it, but we're not doing it. And it's like, yeah, but you could do with paper too. Yeah. And so.
It'S not that we don't believe in those things. It's just the way that they're used and the way that our, we're not judging them on actual outcomes.
We still are back to the. We keep hearing now over and over again like, we need more traffic. Like, we heard that recently.
What did they sell? Like, I don't know, let's say three alignments in a month. And they're, they're talking about they need more traffic. It's like, no. Thanks so much for watching this clip of Service Driving Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 Ask SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com that's offers.chriscollinsInc.com I'm Chris Collins and I'll see you in the next video.
