Chris Collins explains why service advisors lose customers: they skip building real relationships, don't respect their technicians, focus only on the car instead of the person's life, and hide problems technicians find. Repeat personal connections and honesty keep customers coming back.
So if you're a service advisor and you've been doing it five years and you stay in one place and you do, you know, everything you're supposed to do, pretty much most of your day is going to be key throwers coming up and just being like, hey Chris.
No stress, hardly any heat cases. It's just, it's the way that it was built.
But intentionally staying in one place and building a customer base.
Right.
If you connect really deeply with one or two people a day over three or four years, it's a huge customer base. Number two is their relationship with the technicians.
So they don't cultivate a relationship with the technicians.
They don't treat the technicians with the respect that they should. They don't collaborate with them. They're just kind of a necessary evil.
More often than not, it's actually not even collaboration or working. It is adversarial is what I would say. Yeah, they're working actively working against each other. Yeah.
I don't know how many times.
Six pack of some sort of micro brew.
It's so easy on a toolbox to just have a little bit of genuine interest.
Number three is they focus on the vehicle, not the people. So they think that the job is about the car, but really the technician's job is about the car. If we had the customers pull right into the shop and the techs deal with them directly, would it be a better experience and easier? Yeah. And so the advisors mistake their role as it's about the check engine light when really it's about little Tommy getting accepted to a private school or you know, the Seahawks new head coach or you know, your, your 16 year old daughter dating a guy with. What do you call those things? Plugs in their ear? Yeah, it's more about that, it's more about the personal stuff, not the vehicle.
Gauges, Gauges, Gauges.
Have you ever thought about getting gauges?
Maybe at one point there's something. There's some punk, rocky.
There's some things I. They were never on the table for me.
That was one of them.
Well, I think I was a little, I'm a little older than gauges. Not too many people are doing gauges. But I'll tell you what they were doing.
Piercing their ears.
They were piercing their ears. I'm not, I'm, I'm not against that.
Eyebrows.
That's weird. But what about the nose?
Yeah.
What about the people that have the, the hoop in their nose?
Like the bull thing?
Yeah. Like a cow.
Yeah.
What do you think about that? Was that ever on the table in your punk rock?
No.
Number four, service advisors. Biggest mistakes.
They don't tell the truth.
Yeah.
So this one has subcategories.
So many subcategories.
So the first one that I had along that was they sell out of their wallet.
Yep.
So instead of telling the trust customer the truth out of what's wrong with the car or the condition of the vehicle, they will only present the stuff that they think they would buy or see value.
And that goes back to number two with the tax is when the technicians take the time to do an inspection and then you as an advisor are deciding what you're going to present and not present. It is, in the long run, disrespectful to the tech taking the time to do it.
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.chris collins inc.com now that's offers.chriscollinsinc.com I'm Chris Collins, and I'll see you in the next video.
