Christian and Chris Collins argue that dealerships waste money on tablets and automated systems while ignoring basic customer service. They show how paper notes and removing tech actually bring customers back and boost sales.
The customer service is still missing. Like, it's still that thing that we still forget about. Like it's about the customer and we still, I don't know, it's just amazing layering in the software, different technologies, and it still is a problem. I think it's one of the best things that Hoagie's ever talked about is using the tablets. Is it treating the symptom or the calls for the check in portion of a. Of a service advisor? I think there's still tons of stuff that's missing. Like even down to we didn't miss very many customers when we had the piece of paper stuck in the file. And now we got a computerized system that will notify us when it's. And notify everybody, but we still can't. Like, how about just mail a postcard? Could we go back to that? Just a simple stamp anyway.
Yeah. It's also funny, like to sit in a service drive where a dealership spends, you know, thousands of dollars on rfds. So when the car pulls in, it triggers the thing that says the customer's here that nobody's looking at. And it's just like nonsense, like ding, ding, ding. And the advisors are still in the back. Nobody's. It's just funny.
I went to a dealer visit one time with you, Christian. You remember that? We were in Massachusetts and they had one of those in the driveway and the service advisors told me, oh, I can't sell wheel alignments without that. And they were selling maybe 2, 3, 4 a week. So I asked the owner, I said, can I unplug this and get rid of it? He's like, sure, whatever. And they sold a ton of alignments. Because it's once a year, your preventative wear wheel alignment, we're going to sell it to you. And they sold more without that technology than they did with it.
