Chris Collins examines why car dealerships use outdated customer service methods that frustrate buyers. He shows how these inefficiencies directly damage satisfaction and argues that modernizing the experience should be every dealership's priority.
Now think about this for a second. Kosh little Kashi Kosher.
Who you previously drove a Prius and then.
And probably copy. Didn't you have like A Honda Pilot RAV4. RAV4. He loved the RAV4. Then he got an Acura. He hated the Acura, which was the.
One that got stolen.
Then his Acura got stolen. And so he needs a new, so he, he needs a new car. Like he has to have a car. His car got stolen, it got beat up. Like the whole thing probably has check in hand to go get a new car. And what was it you wanted to get? The electric Jeep. So he wants to get an electric. The 4 by E. He spent about. I, I think he talked about it for a week. He was asking us, blah, blah, blah. I told him to talk to you.
I don't know anybody close.
So he goes to the dealership like on a Saturday or whatever. His intention is to buy a Jeep. He's there all day. Gets so frustrated with the experience.
In the shucking and jiving and it's crazy that he leaves and literally buys a Tesla in no time whatsoever. And now he can't believe he's. Like he said when he came in on Monday, he said like, this is the car for me. It's incredible. Like he loves the technology, loves everything about it. Super easy. When I bought.
The Missy's Tesla, I ordered it online, I did everything online. They showed up a nice kid. He goes, what do you want us to show you? He did like an orientation, hopped in an Uber and left. That was it. We never went anywhere. It came to us, the whole thing. And so think about all of the things that we do in our day to day practices that we impose on the customers. Right. The write up process is the way that it is because what the, the way we inspect cars and call the customers later, instead of inspecting them up for all of the things that we're doing, we're imposing our will on the customers because that's how we've always done them. Not because that's what the consumers want.
Or that it's the most efficient or the best. Anything like that. Yes, it's the, it's the old adage. It's how we've always done it.
And so customers don't want to wait three weeks to get in.
They don't.
They don't. Right. But we don't have technicians. Right. Customers want to not be treated like a number. We treat them like a number. Customers don't want to wait in line. They don't want they, you know, the whole way we do the service department and how we make them feel during that process, how they feel ignored, how they feel like they're just another number. All of that.
They don't want. But we're doing it.
Why? Because that's why. That's how we've always done it.
Yeah. We're imposing our will on them because that's how we've always done it. Which doesn't make us much different than the Bud Light lady trying to impose her ideology on everybody else. The only difference, I would say is ours is unconscious. Hers was conscious.
Very much so.
We're doing it because we have just always done it. We're not really conscious. But I would invite everybody to step back for a second and go through the process as your customer. Have somebody in your family come in as a customer in secret shop from appointment to driving in, the whole thing and really listen to their feedback.
It will change the way that you do service. Yeah.
And yet we keep going, defend it. Really list, like, do this exercise with the intention to make the customer experience better, not to justify it. Yeah.
It's just one of those weird traditions that we always do.
Kind of like.
Kind of like prom, Right? That tradition that everybody has a prom in the spring every year. And I have a question for you.
Why did the. Why'd the skeleton not go to prom?
Why?
He didn't have the guts to ask anyone.
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.chris collins inc.com that's offers.chriscollinsinc.com I'm Chris Collins and I'll.
See you in the next video.
