Chris Collins and Christian tackle how to fight apathy in a busy service drive. Christian worked solo on Saturdays and found that over-communicating with customers and visibly working hard made them more patient and willing to buy. Chris suggests daily huddles and small games to keep teams focused during rush periods.
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Welcome, everybody, to Service Drive Revolution and your Friday drive by. I'm Chris Collins and this is Chris Joan.
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What is the best way to decrease apathy team? Whether that's in a manager role or an advisor. Because I feel like as we get busier, you know, I think everyone on the team well aware of the, you know, the play that we should be running. But it still seems like as soon as customers come in, you know, all of a sudden there are a lot of imaginary, imaginary phone calls and invisible tasks. So just wanted to shoot that you guys, way.
Okay, so, James, I want to tell you a story and I think the thing that this isn't about walking to work. I kind of wish it was. I was walking to work. Bomb came up. No, no. So. So one of the things is when everybody else uses what I call the escape hatch, and that's when the phone rings and the, the phone rings and they just disappear and they go somewhere else.
The thing that's really impressive to me about customers is they figure out who the hard workers are. And the story that I've got for you, and no one ever would have guessed this in a million years, but when I first became a service advisor, we did rotations on Saturdays. There were four of us, service Advisors. And essentially we did one Saturday a month. So it was like one. One at one advisor per day. And I would have days when I would literally have 40, 35 customers come in. And the thing that always amazed me is how.
I don't know if it was empathy, but the customers were way more understanding. So, like, if you're the last of the Mohicans, the last one left standing, and all you do is just communicate with all the customers saying, hey, I'm on my own here, but what I'm gonna do is I'm gonna get you checked in really fast, and then we're gonna get your bike checked in and dropped off, and we're gonna get this taken care of, and I'll get you picked up here. And you just over communicate with them. They start to respect that you're working your butt off, and that's a really good way to collect customers. So on that Saturday, what I would find out is that people were more patient than I gave them credit for.
The.
They're more understanding. They were more willing to buy stuff because they respected that I was working really hard. So just present to them that you're working as hard as you are, and you'll get rewarded on the backside. What'd you think?
It's good. I think if you're a manager, which I get that you're not, but if you were having a shift meeting, playing some games with them, those sort of things always kind of pick it up, you know, even just like a scratcher.
So, you know, the, the shift meeting works for just focusing everybody on, hey, we got to take care of customers. This is the summer rush, whatever it is, but just reminding them about it. So maybe having some sort of huddle every morning with everybody and just, you know, reiterating, hey there, you know.
We'Re going through the busy season.
This is our game time, right. This is game day, basically. And when we have the most opportunity, so we got to make sure we're where the customers are, which is the phones in the front.
Easy stuff.
But just reminding people, believe it or not, helps a lot.
Oh, that's great. I love it. Yeah. So the, the. The use of the escape hatch is a symptom of the leadership. I like that presentation better. But as an advisor, you can really reap the benefits of other. Of other people not doing what they're supposed to.
Yeah, being an advisor can be hard.
No doubt about it. Good stuff.
Well, thanks for the question. Maybe keep us posted on how it goes. You sound like you're going to be a manager someday very soon.
I like it.
Just a guess, a hunch. I wouldn't bet a college basketball, but I would bet that he's going to be a manager.
Yeah, go get him, James. I love it.
Thanks. And we'll see everybody next time on Service Driver Revolution.
Thanks for watching this week's Drive By. I hope we gave you something to think about over the weekend. 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 at 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 collinsinc.com that's offers.chris collins inc.com I'm Chris Collins and I'll see you in the next video.
