Chris CollinsHelping Struggling Dealerships Build Profitable, High-Performing Service Departments | Automotive Coaching Expert | CEO

Engaging Service Drive Customers and Building Hospitality

13 Mar 2024 · 0 min

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0:24

A short transcript excerpt from a YouTube presentation by Chris Collins about building hospitality in service contexts. In this chunk Collins emphasizes storytelling about employees (casting staff as characters), hiring for a hospitable attitude, and uses Disney as an example of getting role fit right so employees "remember their lines" and perform reliably in front of customers.

If you're writing a story about your people, like Christian was saying, like, caring and having that, that, like, hospitality bug, then that's the. That's the story that you're going to be telling in there. You would never cast somebody with a bad attitude. They wouldn't last because they can't remember their lines. They. When they're on stage, they fall apart. And so I think Disney had it right in a sense.