Chris Collins explains why busy automotive service departments often have low customer satisfaction scores. Success means retention and quality systems, not volume. Quick-lube approaches tank both CSI and profit.
October 4, 2023.
Call 8333 Ask SDR (spoken as '8333 Ask SDR').
offers.chriscollinsinc.com (mentioned as offers.chriscollinsInc.com).
We often in, in our industry perceive that we're successful when we're busy. Busy is not a measurement of success. A measurement of success is high retention, happy customers and it should feel easy, right? Slow is fast. Yep, in a lot of ways. So we need to focus on a system that is built for quality. A lot of times our systems like service Drive, Jito and the things that we do in the drive will handle high volume in a. In an ordered manner. That takes chaos and kind of turns it into the perception of ease.
Yeah, it sends that message to the customer, says we've got a game plan.
For you, but it's about the system. From the time we make the appointment until the customer takes the car. That system needs to be devised for quality and perception and follow up and hand holding more than just volume.
Great.
Now when we talk about volume, oftentimes we will have a quick lube. We have our least talented text and advisors handling the most volume in a pages. See how, see if you can do it man. Or there's no real thought to it. It's just line them up and knock them down. And we feel like, oh, we came in and we worked super hard and we did a lot of volume, but you know, we made no friends. We didn't make any money either. And we just moved a lot of time and effort around with very little to show for it.
It is so funny how many times I've had that happen and it just, the lesson just keeps going over and over and over again. Right. So I started my career selling cars. So I spent seven years on the variable side, which for some of the people in fix was like, oh, that sounds terrible. But um, I actually liked being on the variable side. But I realized so quickly that the clients that were the happiest were never the clients that we didn't make money on. Yeah, the happiest clients were the ones that spent a lot of money and those happy clients that spent a lot of money. And we, you know, did really well in terms of profitability on the deal. They sent me their friends which also made it really easy to sell them cars too and everything like that. But every time I had a customer that like would just grind us down and like we'd sell a car, a new car well below invoice and then we'd overallow on the trade and then give buy rate on the the financing, they'd then put a Google review that they got ripped off. And I never could understand that until I went back to service. And anytime I had a customer that came in for a free oil change and they came in, we got em in, got em out really fast. They left unhappy. So writing more of those doesn't make a lot of sense when you're talking about CSI and retention.
Thanks so much for watching this clip of Service Driver 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 now that's offers.chriscollinsInc.com I'm Chris Collins and I'll see you in the next video.
