Creating a Comeback Free Culture

Now, I've had foremen before, they want.

To tear them up.

Which probably ends up being more personal than it is professional. They don't like somebody, so they tear them up.

No, they do like them physically tear them up.

Like, they, like, that's not a comeback.

It's, you know, BMW and their new blah, blah, blah. And it's like, okay, well, it's fine. Like, I still want to document it.

Yeah.

Just because if you start. If you start.

Here's.

Here's what I've found working with humans.

All or nothing.

It's my guess if you start saying, oh, well, you don't have to put it on this one. Or you don't, oh, that doesn't apply here. Then all of a sudden, everybody's making that. They're making it up as they feel.

They're however they feel.

That day. They watched a sad movie last night and they feel like all this empathy.

And so they don't. They don't put the sheet on there.

Right. So you know where that's the most evident? Where that, that little rule that you just did is MPIs.

The second you make an exception on whether or not a car has to.

Well, it was my cousin's car.

Yep. So I always make the, the connection. And this is the same thing. I, I think with the comeback thing, you're right on it. You have to be really consistent with it. But NPI was right. So there'd always be the, the tech. That's like, I didn't do an inspection on that because it was just here yesterday.

A lot can happen in 24 hours with a car.

Just think about this. When I was a service advisor, do you know how many times an advisor was off, like a day or two later, Later. And the customer came back and I rode up the car and I had my tax inspect it.

And it was night and day, night and day. And then.

I would sell the work and then the.

The advisor would come back and say, well, that should be in my number or whatever. You're like, get out of here.

Yeah.

You're out of your mind.

Go home again. Right.

Okay.

What else you got on your list? I've got a different list.

Murder line.

This is great. Okay.

Three comebacks in 90 days, regardless of the score. Asta la Vista.

Oh my.

Via Condios 3 and 90.

So one a month for three months.

It's over. You can adjust that up or down, like, I don't know, brands matter, whatever. But.

You have to have a murder line. There has to be like, comebacks Cannot be the culture.

Yeah, you could do it.

They need to be.

They need to be a four alarm fire.

Right, right. You could do a point system too, the way that you've done it.

Yeah, you could.

So more than 17 points in 90 days or something like that, it's over. That's great. I love that point system thing.

And then a culture there has to. Your culture has to be that you overreact when there's a comeback. You overreact by putting the sheet on there. You over react by telling everybody, the manager, the shop foreign, everybody knows, oh, we got a comeback for Christian. He has a comeback. What's going on with that comeback? It goes to the front of the line. Parts knows get the part now like we're not. Isn't a two week if come maybe we'll put it on the stock. No, now like now everything is now it's. And how you approach that and how important it is will determine what your culture is. If you don't overreact and it's not a four alarm fire, then they're gonna keep happening.

Thanks so much for watching this clip of Service Driver Revolution. We're uploading new stuff every day, so 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 hi, I'm Chris Collins and I'll see you in the next video.